This unit involves the skills and knowledge required to provide customer service for local and overseas passengers in transport vehicles/vessels, in accordance with tourism and transport industry codes of practice and/or workplace procedures.

It includes monitoring and addressing passenger needs, preparing and delivering commentaries, resolving problems and conflicts involving customers, and liaising with suppliers of tourism products to ensure appropriate materials and services are obtained and made available to service customer needs.

Work will be undertaken with limited supervision, and with duty of care responsibility for self and others in achieving the prescribed outcomes.

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

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Monitor and address passenger needs

1.1

Circumstances affecting passenger needs and comfort are monitored and action is taken in accordance with workplace procedures

1.2

Needs of all types of passengers are acknowledged and appropriate assistance is provided

1.3

Passengers are advised about the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, as required

1.4

Hazards and risks to passenger safety are identified and appropriate action is initiated to minimise the risk

1.5

Passengers are suitably advised about any safety risk and action being taken

1.6

Tact, courtesy, friendliness and patience are used at all times when dealing with passengers

1.7

Passenger inquiries and requests are received and resolved with minimal delays

1.8

Passenger inquires and associated action are recorded and reported in accordance with workplace procedures

2

Prepare and deliver commentaries

2.1

Comprehensive briefings are delivered clearly and precisely

2.2

Commentary presentations are wellresearched and delivered clearly and at precise timings

2.3

Additional information is provided in response to questions

2.4

Audio visual equipment is correctly and safely operated, as required

3

Implement conflict resolution strategies

3.1

Conflict and difficult situations are recognised and fair solutions are negotiated equitably

3.2

Conflicts unable to be resolved are referred to a higher authority

3.3

Opportunities to enhance service quality are taken, particularly in conflict situations

4

Communicate with suppliers

4.1

Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs

4.2

Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

applying precautions and required action to minimise, control or eliminate identified hazards

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

conducting presentations to tourist passengers

interacting effectively with passengers

interpreting and following operational instructions and prioritising work

modifying activities depending on operational contingencies, risk situations and environments

operating and adapting to differences in equipment in accordance with workplace procedures

reading and interpreting relevant instructions, procedures, information and signs

reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures

responding appropriately to cultural differences

working collaboratively with others

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

customer service policies and workplace procedures

procedures for handling customer questions, complaints and conflicts

procedures for using audiovisual equipment

procedures for using communications equipment

relevant state/territory regulations and industry codes of practice for tourism and transport operations as they relate to customer service and safety in tourism vehicles/vessels

relevant tourism products, services and/or operations

relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental procedures and regulations

route information

specific needs of different community sectors/cultures

specific needs of persons with disabilities.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment include:

a range of relevant exercises, case studies and/or simulations

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.