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Evidence Guide: SITTGDE003 - Provide arrival and departure assistance

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SITTGDE003 - Provide arrival and departure assistance

What evidence can you provide to prove your understanding of each of the following citeria?

Conduct arrival transfers for groups or individuals.

  1. Check customer arrival information, and take action to deal with alterations or delays.
  2. Confirm transport details with transport supplier.
  3. Use identification techniques so customers can locate the guide at the transport terminal.
  4. Make safe and appropriate use of terminal facilities.
  5. Record arrivals, no-shows and other comments on relevant documentation.
  6. Establish and monitor baggage arrangements prior to customer arrival.
  7. Ensure correct number of baggage pieces and passengers are transported using appropriate check-in procedures.
  8. Follow established procedures for lost baggage.
Check customer arrival information, and take action to deal with alterations or delays.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Confirm transport details with transport supplier.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Use identification techniques so customers can locate the guide at the transport terminal.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Make safe and appropriate use of terminal facilities.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Record arrivals, no-shows and other comments on relevant documentation.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Establish and monitor baggage arrangements prior to customer arrival.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Ensure correct number of baggage pieces and passengers are transported using appropriate check-in procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Follow established procedures for lost baggage.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Deliver arrival information to customers.

  1. Greet customers in a manner that encourages a positive response towards the guide, company, region and Australia in general.
  2. Provide customers with correct and adequate information and advice to introduce them to the local area.
Greet customers in a manner that encourages a positive response towards the guide, company, region and Australia in general.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide customers with correct and adequate information and advice to introduce them to the local area.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Check-in groups and individuals at accommodation.

  1. Brief customers on accommodation check-in procedures.
  2. Offer friendly and efficient assistance with accommodation check in or facilitate check-in on behalf of customers.
  3. Liaise with accommodation staff during check-in to minimise any communication difficulties.
Brief customers on accommodation check-in procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Offer friendly and efficient assistance with accommodation check in or facilitate check-in on behalf of customers.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Liaise with accommodation staff during check-in to minimise any communication difficulties.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Conduct departure transfers for groups and individuals.

  1. Verify departure details in advance of transfer and take action to respond to variations.
  2. Organise customer departure to minimise disruption and take account of safety issues.
  3. Check details of departing passengers and ensure all are accounted for.
  4. Check baggage prior to departure using procedures that ensure no items are left behind.
  5. Advise customers to check belongings prior to departure.
  6. Advise customers on transport terminal departure procedures, including safety requirements.
  7. Obtain feedback on products and services from customers and relay information to relevant people.
  8. Offer friendly and efficient assistance with transport check-in or facilitate check-in on behalf of customers.
Verify departure details in advance of transfer and take action to respond to variations.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Organise customer departure to minimise disruption and take account of safety issues.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Check details of departing passengers and ensure all are accounted for.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Check baggage prior to departure using procedures that ensure no items are left behind.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Advise customers to check belongings prior to departure.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Advise customers on transport terminal departure procedures, including safety requirements.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Obtain feedback on products and services from customers and relay information to relevant people.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Offer friendly and efficient assistance with transport check-in or facilitate check-in on behalf of customers.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Conduct arrival transfers for groups or individuals.

1.1.Check customer arrival information, and take action to deal with alterations or delays.

1.2.Confirm transport details with transport supplier.

1.3.Use identification techniques so customers can locate the guide at the transport terminal.

1.4.Make safe and appropriate use of terminal facilities.

1.5.Record arrivals, no-shows and other comments on relevant documentation.

1.6.Establish and monitor baggage arrangements prior to customer arrival.

1.7.Ensure correct number of baggage pieces and passengers are transported using appropriate check-in procedures.

1.8.Follow established procedures for lost baggage.

2. Deliver arrival information to customers.

2.1.Greet customers in a manner that encourages a positive response towards the guide, company, region and Australia in general.

2.2.Provide customers with correct and adequate information and advice to introduce them to the local area.

3. Check-in groups and individuals at accommodation.

3.1.Brief customers on accommodation check-in procedures.

3.2.Offer friendly and efficient assistance with accommodation check in or facilitate check-in on behalf of customers.

3.3.Liaise with accommodation staff during check-in to minimise any communication difficulties.

4. Conduct departure transfers for groups and individuals.

4.1.Verify departure details in advance of transfer and take action to respond to variations.

4.2.Organise customer departure to minimise disruption and take account of safety issues.

4.3.Check details of departing passengers and ensure all are accounted for.

4.4.Check baggage prior to departure using procedures that ensure no items are left behind.

4.5.Advise customers to check belongings prior to departure.

4.6.Advise customers on transport terminal departure procedures, including safety requirements.

4.7.Obtain feedback on products and services from customers and relay information to relevant people.

4.8.Offer friendly and efficient assistance with transport check-in or facilitate check-in on behalf of customers.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Conduct arrival transfers for groups or individuals.

1.1.Check customer arrival information, and take action to deal with alterations or delays.

1.2.Confirm transport details with transport supplier.

1.3.Use identification techniques so customers can locate the guide at the transport terminal.

1.4.Make safe and appropriate use of terminal facilities.

1.5.Record arrivals, no-shows and other comments on relevant documentation.

1.6.Establish and monitor baggage arrangements prior to customer arrival.

1.7.Ensure correct number of baggage pieces and passengers are transported using appropriate check-in procedures.

1.8.Follow established procedures for lost baggage.

2. Deliver arrival information to customers.

2.1.Greet customers in a manner that encourages a positive response towards the guide, company, region and Australia in general.

2.2.Provide customers with correct and adequate information and advice to introduce them to the local area.

3. Check-in groups and individuals at accommodation.

3.1.Brief customers on accommodation check-in procedures.

3.2.Offer friendly and efficient assistance with accommodation check in or facilitate check-in on behalf of customers.

3.3.Liaise with accommodation staff during check-in to minimise any communication difficulties.

4. Conduct departure transfers for groups and individuals.

4.1.Verify departure details in advance of transfer and take action to respond to variations.

4.2.Organise customer departure to minimise disruption and take account of safety issues.

4.3.Check details of departing passengers and ensure all are accounted for.

4.4.Check baggage prior to departure using procedures that ensure no items are left behind.

4.5.Advise customers to check belongings prior to departure.

4.6.Advise customers on transport terminal departure procedures, including safety requirements.

4.7.Obtain feedback on products and services from customers and relay information to relevant people.

4.8.Offer friendly and efficient assistance with transport check-in or facilitate check-in on behalf of customers.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

coordinate and provide assistance to customers for at least three arrivals and three departures in a transport terminal

provide local arrival and departure information to above customers on the following as appropriate:

accommodation facilities

geography of hotel and immediate vicinity

accommodation check-in procedures

forthcoming tour arrangements

local time and weather forecast

money exchange rates and available facilities

overview of destination information

tipping

transfer check-in procedures

transfer procedures

welcome and introduction

follow correct procedures at accommodation venues to assist above customers with check-ins and check-outs.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

procedures for arrivals:

identification techniques used within transport terminals

baggage collection procedures

lost baggage procedures

procedures for departures:

duty free requirements

group check-in

outgoing passenger cards

oversize or excess luggage check-in

tax refund procedures

types of transport terminals:

air charter facilities

airports

bus and coach terminals

shipping ports or cruise terminals

train stations

main arrival and departure points and passenger facilities available in transport terminals within the local area

accommodation check-in procedures:

credit card imprint

documentation requirements

group check-in

loyalty membership verification

special requests

formats for standard customer travel documentation and terminology used in:

accommodation and transfer vouchers

operational documentation

rail, air, cruise and coach tickets

use of 24-hour clock

legal obligations of tour operators and guides when providing arrival and departure assistance:

public liability

specific tour related relevant information

duty of care

safety issues when providing arrival and departure assistance at transport terminals and accommodation venues relating to:

baggage as trip hazards

parking of transfer vehicles

safe loading and unloading of baggage and passengers from vehicles

safe movement of people, traffic, parking, and crowd control

traffic considerations

security requirements for:

customers’ personal security

storage of luggage

transfer vehicles.