Application
This unit describes the performance outcomes, skills and knowledge required to access general information on facilities, products and services available in the local area and to provide this to visitors.
The unit applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts. Information is often provided face-to-face, but may be by telephone or other remote mechanisms.
It applies to frontline service personnel who routinely respond to visitor requests for general local area information. They may be working independently or with guidance from others in restaurants, hotels, wineries, attractions, entertainment venues, tour operations, visitor information centres and at tour desks.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Elements and Performance Criteria
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Access and update visitor information. | 1.1.Identify and access sources of visitor information. 1.2.Obtain general information on local facilities, products and services to meet different visitor needs. 1.3.Share information with colleagues to support the efficiency and quality of service. 1.4.Identify and use opportunities to update and maintain local areaknowledge. |
2.Provide information to visitors. | 2.1.Identify specific information and assistance needs of visitors, including those with special needs. 2.2.Provide appropriate scope and depth of information to meet visitor needs. 2.3.Identify and use opportunities to promote internal products and services. |
3. Seek feedback on information provision. | 3.1.Proactively seek visitor feedback to ensure required information has been provided. 3.2.Follow procedures for any formal visitor evaluation. 3.3.Provide information on visitor feedback to relevant 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:
provide current, accurate and relevant information about local area features to three different visitors on three different occasions
provide above information and assistance in a culturally appropriate manner and according to organisational service standards
extend personal knowledge of relevant facilities, products and services
seek formal and informal feedback from visitors on above services.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
sources of information on the available local area facilities, products and services:
brochures
library
local council
local people and local identities with specialised knowledge
local visitor guide booklets and maps
online reservation systems
organisation information
organisation-designed information systems
principal supplier of a product
product library
room directories
social media websites
state or territory government tourism authority information systems
timetables
information on the local area features:
accommodation options
dining options
entertainment venues
local attractions
local personal services facilities
local shopping facilities
local transport options
organisation-specific information
road conditions
sporting facilities
tours, local outings and trips
travelling routes
weather conditions
organisational service procedures and standards:
designated response times for acknowledging customers and their enquiry
personal presentation and hygiene standards
awareness of customs and practices of various social and cultural groups of visitors to assist with meeting visitor needs and expectations in regards to:
modes of greeting, farewelling and conversation
body language and body gestures
formality of language
clothing
methods of collecting feedback:
formal:
surveys
interviews
structured questioning
informal:
observation
casual discussion
organisational service procedures and standards.
Assessment Conditions
Skills must be demonstrated in an operational customer service environment in a service based industry such as tourism, travel, hospitality or events where information is sourced and provided to visitors. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
sources of information on the local area facilities, services and general products, and their availability
organisational specifications for customer service standards
visitor surveys and feedback forms
visitors from different cultural backgrounds with whom the individual can interact; these can be:
visitors to an industry workplace 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.
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 sometimes detailed product and local area information research, sort and use relevant information. |
Writing skills to: | record simple notes and basic information on local facilities, products and services for visitors. |
Oral communication skills to: | listen and respond to range of visitor requests, asking questions to clarify and confirm. |
Learning skills to: | review own knowledge of information required to assist visitors and participate in activities that continuously update it. |
Range Statement
Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Range is restricted to essential operating conditions and any other variables essential to the work environment. | |
Opportunities to update and maintain local area knowledge must include at least four of the following: | informal discussions with colleagues and visitors internal newsletters and external promotional material local information centre participating in local familiarisation tours local media: newspaper, radio and television personal observation or exploration principal or supplier of the product or service staff noticeboards team meetings. |
Sectors
Cross-Sector
Competency Field
Client and Customer Service