SITTTSL302
Provide advice on Australian destinations

This unit describes the performance outcomes, skills and knowledge required to source and provide customer information and advice for Australian destinations including the types of product a destination offers. It requires the ability to identify appropriate information sources and research destinations in order to develop, update a general destination knowledge base.Specific and detailed product knowledge is covered in SITTTSL202 Access and interpret product information.

Application

Domestic destinations and products can include any sold by any tourism organisation.Travel and tourism operators within Australia such as retailers, tour wholesalers and inbound tour operators would cover multiple Australian destinations. Visitor information centres and some tour operators would specialise in one region.

The breadth and depth of destination knowledge required will vary according to the industry sector, workplace and job role. This unit is not about having an indepth knowledge of every destination but focuses on the ability to collect and interpret destination information.

The unit applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. This includes visitor information officers, retail travel consultants, corporate consultants, tour operations coordinators, inbound tour coordinators, account managers for professional conference organisers, event coordinators, tour guides, hotel guest relations officers, tour desk officers, reservations sales agents.


Prerequisites

Not applicable.


Elements and Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Develop knowledge of Australian destinations.

1.1 Identify and access information sources that provide current and accurate information on Australian destinations.

1.2 Obtain information on features of the Australian destination and the general type of tourism products.

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

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

1.5 Record and store destination information for future use.

2. Update knowledge of Australian destinations.

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

2.2 Seek feedback from colleagues and customers on their experience with Australian destinations.

2.3 Share updated information with colleagues.

3. Provide information and advice on Australian destinations.

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

3.2 Promptly provide current and accurate destination and product information and advice.

3.3 Provide an appropriate scope and depth of information to meet customer needs.

3.4 Present information and advice in a clear format and style.

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

Required Skills

Required skills

communication skills to:

identify the information needs of customers

seek and provide feedback on Australian destinations

provide a verbal summary of information

initiative and enterprise skills to proactively seek information to assist with day to day sales functions

learning skills to continuously update knowledge of tourism destinations

literacy skills to:

read and interpret information on destinations and complex information about specific health, safety and regulatory issues for Australian destinations

research, interpret and sort relevant information

write basic summaries of information

teamwork skills to share destination information with colleagues

technology skills to:

use a computer and keyboard

use online information systems to search for information.

Required knowledge

sources of information on regions and destinations and types of product offered

sources of information on current health and safety issues for the destination, including:

weather information

health advisory notices issued by the federal and state or territory government health departments

safety advisory information issued by federal and local police authorities and emergency service authorities

for the specific industry sector and organisation:

appropriate breadth of Australian destination knowledge

prevocational assessment must include coverage of all Australian States and Territories, 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 the region, and major geographic features of the destination and its region

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

a range of formats for and inclusions of information presented to customers, including styles that cater for those with special needs (e.g. presenting information in large print or providing information electronically).

Evidence Required

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

Overview of assessment

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

Evidence of the ability to:

obtain current, relevant and accurate information on Australian tourism destinations by accessing a range of information sources and using different research methods

provide tailored Australian destination information and advice to meet the different requests of multiple customers

complete research activities and provide information and advice within commercial time constraints and deadlines determined by the customer or the organisation.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated tourism, hospitality or event business operation or activity which sources and provides destination information to customers

a real or simulated tourism, hospitality or event industry environment where destination information is provided to customers; for example:

a conference venue for the event sector

a reservations area or call centre

touring environment for the guiding and tour operations sectors

a retail shopfront or mobile sales situation for the retail travel sector

an office environment as defined in the Assessment Guidelines

computers, printers and information programs currently used by the tourism, hospitality or event industries to store destination information

current destination and general product information found within sales kits, brochures, product manuals, destination marketing organisation information kits, electronic information sources and information databases

customers with whom the individual can interact and to whom they can provide destination advice.

Method of assessment

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

projects and activities that allow assessment of the individual’s ability to:

obtain current, accurate and relevant destination information

research destinations to meet differing customer needs

direct observation, using role plays, of the individual providing advice to customers

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

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

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, tourism industry operator and particular needs of the job role. Providers of preemployment training programs should cover a broad range of destination knowledge in order to provide a choice of vocational outcomes.

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITTTSL201 Operate an online information system

SITTTSL303 Sell tourism products and services

SITTTSL304 Prepare quotations

SITTTSL305 Process reservations

SITTTSL306 Book supplier services

SITXCCS303 Provide service to customers.


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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Information sourcesmay include:

computerised reservations systems (CRS)

destination and product libraries

global distribution systems (GDS)

Internet, intranet and extranet

organisation-designed information systems

principal of supplier products

regional tourism office information systems

social media websites

state and federal government tourism authority information systems.

Features of the Australian destination include:

areas of environmental, social or cultural significance or sensitivity

cultural elements

facilities for customers with special needs

local customs

local economy

local facilities, including banking and public facility information

major cities, towns and tourist areas and precincts

major gateways for and transport networks within the region and destination

major man-made tourist attractions

special features of the host community

special regional features.

Key information on geographical features includes:

climate and seasonal factors of the destination and its region

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

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

natural disasters including fire, flood, cyclones

terrorism threats or current acts.

General information on different tourism products:

may be found in:

advertising flyers

brochures

ebrochures

product manuals

sales kits

social media sites

supplier information kits

supplier websites

may include:

location of product within the destination

seasonal availability of product

styles of product available within the destination.

To store destination information may involve:

computerised database of information

files and notes for specific styles of customer group

files and notes for specific touring routes or locations

files and notes of particular destinations.

Formal and informal research may involve:

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

accessing the Internet and intranet

attending professional development activities including:

conferences

familiarisations

product launches

promotional seminars

trade shows

workshops

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

formal study

informal discussions with colleagues and customers

liaising with trade and general media

listening to radio

personal on-site observation or exploration

reading trade and general newspapers, books and other references

watching television, videos and films.

Health,safety and regulatory information may include:

health advisory notices issued by federal and state or territory government health departments

safety advisory information issued by federal and local police authorities and emergency service authorities.


Sectors

Tourism


Employability Skills

This unit contains employability skills.


Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.