SITTTSL003A
Source and provide international destination information and advice

This unit describes the performance outcomes, skills and knowledge required to source and provide information and advice for international destinations, including general product information such as what types or styles of product a destination offers. The unit requires the ability to identify appropriate information sources and research destinations in order to develop, update and maintain a general destination knowledge base relevant to the industry sector and job role.More specific and detailed product knowledge is covered in SITTTSL002A Access and interpret product information. Selling skills are covered in SITTTSL005A Sell tourism products and services. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application

This unit describes a key sales and operational function for a diverse range of international tourism products and services and applies to the full range of industry sectors.

Tourism operators such as retailers and tour wholesalers can specialise in one international destination or cover multiple destinations. The range and depth of destination knowledge required will vary according to the industry sector, workplace and job role. This unit does not require in-depth knowledge of every destination sold by every style of tourism operator but focuses on the ability to collect and interpret destination information to fulfil a particular sales or operational need.

The unit applies to frontline sales and operations personnel who operate with some level of autonomy or under limited supervision and guidance from others. It is undertaken by a diverse range of people such as retail travel consultants, corporate consultants, account managers for professional conference organisers, event coordinators, tour managers and reservations sales agents.

Because of the broad industry application of this unit and the variances in the essential general knowledge base, it is critical that assessment is contextualised to meet the requirements of the specific industry sector, local tourism industry operations and the particular needs of the job role. Providers of pre-employment training programs must cover a broad range of destination knowledge in order to provide a choice of vocational outcomes. Funding and hours allocated to training must reflect the breadth and depth of knowledge required.


Prerequisites

Nil


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1

Develop knowledge of international destinations.

1.1

Identify and access information sources with current and accurate information on international destinations.

1.2

Obtain information on features of the international destination and the general style of tourism products available.

1.3

Obtain key information on geographical features and current health and safety features of the international destination.

1.4

Identify and obtain general information on different tourism products available to meet different customer needs.

1.5

Record and store destination information for future use according to organisation systems.

2

Update knowledge of international destinations.

2.1

Use formal and informal research to update destination and general product knowledge.

2.2

Seek feedback from colleagues and customers on experience with international destinations and provide this to other organisations where appropriate.

2.3

Share updated information with colleagues according to organisation procedures.

3

Provide information and advice on international destinations.

3.1

Accurately identify the specific information and advice needs of the customer.

3.2

Provide a range of current and accurate destination and general product information and advice in a timely manner and according to organisation procedures.

3.3

Refer customers to current sources of health, safety and regulatory information.

3.4

Ensure that the scope and depth of the information are appropriate to customer needs.

3.5

Present the information and advice in an appropriate format and style.

Required Skills

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

basic research skills

communication skills to identify the information needs of customers and seek and provide feedback on international destinations; specifically actively listening, questioning and verbal summary of information

literacy skills to source, read and interpret general information on destinations and complex information of specific health, safety and regulatory issues that relate to international destinations.

The following knowledge must be assessed as part of this unit:

general sources of information on regions and destinations

industry information networks

understanding of the ways in which customers seek information

formats and styles of information presentation, including styles that cater for those with special needs (e.g. presenting information in large print or providing information electronically)

sources of information on current health and safety issues for the destination, including travel warning advice issued for Australian travellers by the federal government, and health advisory notices and vaccination information issued by local and international bodies

sources of information on regulatory issues for the destination, including passport and visa requirements and restrictions for visiting that destination

ways that individuals update their knowledge in the tourism industry

breadth of international destination knowledge appropriate to the sector or specific workplace (pre-vocational assessment must include coverage of all six continents, the major regions and destinations found within)

for each destination, the depth of knowledge must cover:

key information on geographical features of the destination, including destination location, climate and seasonal factors of the destination and its region, and major geographical features of the destination and its region

key information on cultural and related features of the destination, including major cities, towns and tourist areas and precincts; areas of environmental, social or cultural significance or sensitivity; major man-made tourist attractions; major gateways for and transport networks within the destination and its region; and very basic understanding of the history and cultural aspects of the host community, including cultural mix and language spoken

key information on socioeconomic features of the destination, including current state of the economy, basis for the economy (e.g. key industries) and currency used.

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ability to research current, relevant and accurate information on international tourism destinations and the styles of product offered in those destinations

knowledge of current industry information networks and sources

ability to source and provide tailored international destination information and advice to meet the different requests of multiple customers, covering a range of international tourism destinations; the breadth of destination knowledge required to provide advice to customers will vary according to the industry sector and workplace

project or work activities that show candidates' ability to source and provide international destination information and advice within the context of the particular industry sector in which they are working or seeking work; for those undertaking generic pre-employment training, assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes

sourcing and providing information and advice within typical workplace time constraints and the deadlines determined by the customer.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully equipped, industry-realistic office environment using appropriate publications, computers, printers and information programs currently used in the tourism industry to store tourism-related information, including the internet or demonstration within the applicable sales environment for the sector e.g. a conference venue for the Events sector or touring environment for the Guiding and Tour Operations sectors

interaction with and involvement of customers to whom destination and general product advice can be given

access to sources of destination and general product information, such as sales kits, brochures, product manuals, supplier and destination marketing organisation information kits, electronic information sources and information databases.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of the candidate sourcing current information and providing advice to customers

evaluation of integrated activities completed by the candidate, including sourcing information on international destinations, selling products, providing quotations and issuing documents

case studies or problem-solving activities to assess ability to respond to different customers

destination research activities for different customer scenarios

written and oral questioning or interview to test knowledge of information sources and key destination information

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITTTSL001A Operate an online information system

SITTTSL005A Sell tourism products and services

SITTTSL006B Prepare quotations

SITTTSL007B Receive and process reservations

SITTTSL008B Book and coordinate supplier services.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Sources of destination information may include:

destination and product library

internet and intranet

state and federal government tourism authority information systems

international government tourism authority information systems.

Features of the international destination may include:

major cities, towns and tourist areas and precincts

major man-made tourist attractions

major gateways for and transport networks within the region and destination

history

local economy

local customs

special regional features

areas of environmental, social or cultural significance or sensitivity

cultural elements

special features of the host community

local facilities

banking and currency information

facilities for customers with special needs.

Key information on geographical features must include:

location of the destination and the region in which it is located

climate and seasonal factors of the destination and its region

major geographic features of the destination and its region.

Key information on current health and safety features may include:

any current health risks, including diseases, epidemics, and animal or insect infestation

political uprisings and civil commotion

war

terrorism threats or current acts.

General information on different tourism products:

may include:

styles of product available within the destination

seasonal availability of product

location of product within the destination

may be found in:

brochures

e-brochures

sales kits

supplier information kits

product manuals

advertising flyers.

Storage of destination information may include:

card reference systems

files and notes of particular destinations

files and notes for specific touring routes or locations

files and notes for specific styles of customer group

computerised database of information.

Formal and informal research may include:

informal discussions with colleagues

undertaking formal study

accessing and reading promotional information, including travel guide books, and product brochures and updates

liaising with trade and general media

attending product launches

attending promotional seminars

direct contact with other organisations, including suppliers, principals and tourist information offices

familiarisations

accessing the internet and intranet

personal on-site observation or exploration

organising information from own memory and experiences

watching television, videos and films

listening to radio

reading newspapers, books and other references.

Health, safety and regulatory information may include:

travel warning advice issued by the federal government for Australian travellers

health advisory notices and vaccination information issued by local and international bodies.


Sectors

Sector

Tourism


Competency Field

Tourism Sales and Operations


Employability Skills

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.


Licensing Information

Not applicable.