Application
This unit describes the performance outcomes, skills and knowledge required to develop detailed knowledge of cruise operations, products and destinations and to provide information and advice to customers on extended cruise options.
The unit applies to travel and tourism operators, such as travel agencies and tour wholesalers; in particular to those which specialise in the sale of extended domestic and international cruise products. Cruises can include ocean, river, adventure, expedition and niche cruises.
It applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Source information on cruise operations and trends. | 1.1.Source information on cruise ship design and features, and benefits of modern cruise ships. 1.2.Research current and emerging product development and market trends for domestic and international cruises. 1.3.Identify cruise industry governance issues that affect customer participation. |
2. Develop knowledge of cruise destinations. | 2.1.Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations. 2.2.Source information on cruise lines and product diversity within regions, and identify appeal for a diversity of customer types. 2.3.Obtain information on key operational features of cruise destinations. 2.4.Source information on features and benefits of key ports of call of cruise destinations. 2.5.Obtain information on features of turnaround ports for cruise destinations. |
3. Develop knowledge of cruise itineraries. | 3.1.Obtain and interpret information on cruise itineraries to meet different customer needs. 3.2.Source information on features and benefits of shore excursion options for specific cruises. 3.3.Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of diverse customer types. 3.4.Obtain and interpret information on pre- and post-cruise transportation, accommodation and touring options and packages. 3.5.Interpret jargon or specifications in product information and accurately apply them to sales and booking activities. |
4. Research aspects of on-board ship life. | 4.1.Identify features and benefits of on-board accommodation options, including location and categories. 4.2.Seek information on food and beverage venues and options, including pre-purchased packages. 4.3.Obtain information on facilities and services available on board. 4.4.Evaluate on-board activities and entertainment options for different types of cruise customers. 4.5.Anticipate customer questions and establish scope of information to service diverse customer types. |
5. Provide information and advice on cruise options. | 5.1.Accurately identify the specific information and advice needs of the customer. 5.2.Use information when selling to provide targeted advice on features and benefits of cruise products and destinations to promote a positive image of cruises and counter customer purchasing objections. 5.3.Provide appropriate scope and depth of information to meet customer needs. 5.4.Refer customers to current sources of health, safety, visa and regulatory information. |
6. Update knowledge of cruise destinations and products. | 6.1.Use formal and informal research to continually update cruise destination and product knowledge. 6.2.Seek feedback from colleagues and customers on experiences with cruise destinations and products. 6.3.Share new or updated product information with colleagues. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
obtain and document current, relevant and accurate information for at least four cruise products each in different cruise regions as listed in the knowledge evidence including:
itinerary and ports of call
cost
accommodation categories and locations
on-board features and facilities:
food and beverage
retail outlets
entertainment
availability of child and family activities
fitness, health, beauty and spa services
visa requirements, including those for ports of call
provide tailored domestic or international cruise product information and advice to meet the requests of customers from at least four different customer types in the following list:
singles
couples
families
groups
special interest
retirees
complete activities within commercial time constraints and deadlines determined by the customer or the organisation.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
current and emerging product development and market trends for domestic and international cruises
basic aspects of cruise industry governance issues that affect customer participation:
passenger safety and security
environmental impact practices
fuel laws
health and sanitisation policies
medical facilities
operational safety practices:
bridge access
life boats
life jackets
muster stations
securing heavy objects
responsible conduct of gambling
responsible service of alcohol
security
waste management
objectives, primary contents and enforcement of the Passenger Bill of Rights
sources of information on cruise products and destinations:
cruise line operators and the use of business development managers
local sales agents
distribution and marketing networks
government tourism authorities
social media
sources of information on current health and safety issues for cruise destinations:
travel warning advice issued for Australian travellers by the federal government
health advisory notices and vaccination information issued by local and international bodies
sources of information on regulatory issues affecting customer participation in cruise destinations:
passport and visa requirements
customs and quarantine
each of the following geographical cruise regions:
the Americas
Europe
Australia, New Zealand, South Pacific and Antarctica
Asia and the Indian Ocean:
major cruise operators and their product style and target market
major turnaround ports
main ports of call (cruise itinerary)
major shore excursions for the main ports of call
common objections to purchasing cruise holidays:
cost
sea-sickness
feelings of confinement or boredom
only for the elderly and rich
unique features of cruising as a type of holiday
concept of a cruise ship as a destination and an on-board experience
key characteristics of:
ocean cruises
river cruises
adventure, expedition and niche cruises
features and benefits of major types of on-board facilities and services:
accommodation locations and categories
food and beverage venues
retail outlets
fitness, health, beauty and spa services
entertainment activities
kid's clubs and family activities
features of key ports of call:
areas of environmental, social or cultural significance or sensitivity
banking and currency information
facilities for customers with special needs
local customs
local economy
local facilities
major cities, towns and tourist areas and precincts
major gateways for and transport networks within the region and destination
major man-made and natural tourist attractions
special features of the host community
special regional features
key maritime terminology, jargon and common abbreviations for cruise products:
accommodation types
on-board facilities and services
operational features of the itinerary
operational features of the ship
ship specifications
key operational features of cruises:
health and safety issues
regulatory issues
seasonality
visas
profile of different types of cruise passengers listed in the performance evidence and their cruise product preferences.
Assessment Conditions
Skills must be demonstrated in a tourism or travel business operation that provides advice on and sells cruise products. This can be:
an industry workplace
a simulated industry environment set up for the purposes of assessment.
Assessment must ensure access to:
computers, printers and information programs currently used by the tourism, travel hospitality or event industries to store cruise product and destination information
current cruise operation, product and destination information found in sales kits, brochures, product manuals, destination marketing organisation information kits, electronic information sources and information databases
internet and email
storage for computer data
telephone
customers with whom the individual can interact; these can be:
customers in an industry workplace who are assisted by the individual during the assessment process; or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:
have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Reading skills to: | interpret information on cruise destinations, unfamiliar and detailed product information, and complex information about health, safety and regulatory requirements for cruise destinations and operations research, interpret and sort relevant information. |
Oral communication skills to: | obtain information on cruise operations, destinations and products identify and qualify the information needs of customers provide current and accurate advice to meet the destination and product preference needs of customers. |
Numeracy skills to: | interpret data on cruise products and services and their application to different customer needs. |
Initiative and enterprise skills to: | proactively seek cruise operation, product and destination information to assist with day-to-day sales functions. |
Technology skills to: | use a computer and keyboard manipulate features of online information systems to search for information use social media to source current information and communicate with customers. |
Sectors
Tourism
Competency Field
Tourism Sales and Operations