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Evidence Guide: SITTGDE003A - Coordinate and operate a tour

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

 

SITTGDE003A - Coordinate and operate a tour

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

Plan the logistics of tour delivery.

  1. Plan the delivery of the tour according to briefing information or documentation from the tourism operator.
  2. Identify hazards for customers and delivery personnel for all touring components, conduct a risk assessment and incorporate controls into management of tour logistics.
  3. Make tour preparations and consider specific issues to ensure customer needs are met.
  4. Prioritise and action tasks required for tour preparation and conduct, in advance of tour commencement.
Plan the delivery of the tour according to briefing information or documentation from the tourism operator.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify hazards for customers and delivery personnel for all touring components, conduct a risk assessment and incorporate controls into management of tour logistics.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Make tour preparations and consider specific issues to ensure customer needs are met.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Prioritise and action tasks required for tour preparation and conduct, in advance of tour commencement.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Brief and assist customers.

  1. Welcome customers to the tour and provide an accurate briefing on tour practicalities and procedures.
  2. Provide additional information and assistance to customers to enhance enjoyment of the tour.
Welcome customers to the tour and provide an accurate briefing on tour practicalities and procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide additional information and assistance to customers to enhance enjoyment of the tour.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Liaise with industry colleagues.

  1. Liaise with industry colleagues to achieve smooth operation of the tour.
  2. Action requests from industry colleagues promptly and willingly wherever possible.
  3. Request assistance politely when required.
  4. Make agreements about individual and joint responsibilities during the tour.
  5. Make forward reconfirmations and bookings with suppliers in an accurate and timely manner.
  6. Interpret documentation from other organisations correctly and apply appropriately.
Liaise with industry colleagues to achieve smooth operation of the tour.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Action requests from industry colleagues promptly and willingly wherever possible.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Request assistance politely when required.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Make agreements about individual and joint responsibilities during the tour.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Make forward reconfirmations and bookings with suppliers in an accurate and timely manner.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Interpret documentation from other organisations correctly and apply appropriately.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Manage the itinerary.

  1. Conduct the tour to schedule and include all features as set down in the itinerary.
  2. Advise customers courteously and sensitively about unavoidable changes to itinerary.
  3. Re-plan the itinerary promptly when necessary to ensure all purchased inclusions or their equivalents are delivered and disruption to customers is minimised.
  4. Advise industry colleagues and suppliers affected by changes promptly and according to company procedures.
  5. Maintain contact with those fixing the problem when itinerary delays occur and employ negotiation techniques to minimise time delay and negative impact on customers.
  6. Keep customers accurately informed of reasons for delays and actions being taken to manage delays.
Conduct the tour to schedule and include all features as set down in the itinerary.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Advise customers courteously and sensitively about unavoidable changes to itinerary.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Re-plan the itinerary promptly when necessary to ensure all purchased inclusions or their equivalents are delivered and disruption to customers is minimised.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Advise industry colleagues and suppliers affected by changes promptly and according to company procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Maintain contact with those fixing the problem when itinerary delays occur and employ negotiation techniques to minimise time delay and negative impact on customers.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Keep customers accurately informed of reasons for delays and actions being taken to manage delays.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Deal with unexpected events.

  1. Implement contingency plans without delay when unexpected events occur.
  2. Assess the situation and select appropriate action promptly.
  3. Follow company procedures strictly in the case of accidents or where safety of customers or colleagues may be threatened.
  4. Identify and access sources of assistance promptly.
  5. Amend tour to minimise impact on customer enjoyment.
Implement contingency plans without delay when unexpected events occur.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assess the situation and select appropriate action promptly.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Follow company procedures strictly in the case of accidents or where safety of customers or colleagues may be threatened.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify and access sources of assistance promptly.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Amend tour to minimise impact on customer enjoyment.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Debrief tour.

  1. Provide accurate and complete tour reports according to organisation guidelines.
  2. Provide accurate customer and personal feedback and other information to the company to assist with future improvements.
Provide accurate and complete tour reports according to organisation guidelines.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide accurate customer and personal feedback and other information to the company to assist with future improvements.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

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

Evidence of the following is essential:

ability to plan for and operate the tour logistics of prearranged tour itineraries, comprising multiple products, services and sites in a safe and environmentally protective manner

knowledge of the tourism industry, supplier networks and interrelationships that impact on the conduct of a multi-product, multi-site touring itinerary

procedures for reconfirmation of touring components and mechanisms for solving situations and problems on tour

coordinating and operating multiple tours to ensure consistency of performance

delivery of multifaceted tours of a duration that reflect local industry product and practice, such as half-day tour and full-day tour

coordinating and operating multifaceted tours to a number of locations and destinations within the city or region in which the guide works or is training to work, including coverage of a range of full and half-day tours popular and available in that location e.g. half-day city tours or tours to regional destinations.

Context of and specific resources for assessment

Assessment must ensure:

planning for and operating multifaceted tours within commercially realistic touring environments, including all operational elements of a commercial tour

access to equipment and resources required for the delivery of tours, e.g. transport and venue access

interaction with and involvement of a tourism operator for whom the tours are being conducted

interaction with customer groups of a size and nature that reflect the commercial environment in which the guide operates

use of industry-current customer and operational documentation to support the delivery of a multifaceted touring itinerary.

Methods of assessment

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

direct observation of organisational and tour management skills by participating in a tour conducted by the candidate

review of tour preparation notes or tour reports prepared by the candidate

problem-solving case studies to assess ability to apply contingency and risk management skills to a range of different touring situations and problems

written and oral questioning or interview to test knowledge of industry networks, tour management procedures and legal issues affecting tour management

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITTGDE004A Lead tour groups

SITTGDE005A Manage extended touring programs

SITTGDE006A Prepare and present tour commentaries or activities.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

ability to conduct a safety-based risk assessment and implement appropriate hazard controls

interpretation of the specific needs of customers and any specific services previously promoted or confirmed to them

interpretation of tourism industry jargon, especially product codes

use of the 24-hour clock for itinerary timings

high-level communication skills to communicate with customers, industry colleagues and suppliers about touring logistics and sometimes complex issues such as itinerary changes

literacy skills to read and interpret customer and operational information, such as travel vouchers, customer and technical itineraries, and briefing instructions provided by tourism operators

writing skills to complete documents such as hazard identifications, risk assessments, tour reports and written reconfirmations of touring arrangements accurately and legibly

numeracy skills to calculate tour component times and translate from the 24-hour to 12-hour clock for customer use.

The following knowledge must be assessed as part of this unit:

in-depth product knowledge appropriate to the specific touring itinerary and its component products and services

the key features of culturally or environmentally sensitive areas to be visited and use of fundamental minimal impact practices to protect and sustain these

tourism industry, supplier networks and interrelationships that impact on the conduct of a multi-product and multi-site touring itinerary

industry reconfirmation and booking procedures for tour components

legal and liability issues affecting guides specifically in relation to domestic and relevant overseas consumer law regarding provision of services as advertised

in-depth knowledge of planning procedures relating to the delivery logistics of a multifaceted touring itinerary and the management processes to be undertaken before, during and on completion of a tour

tour management problems, and strategies to address these.

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 in the performance criteria is detailed below.

The tour may be a:

half or full-day tour

extended tour

city or rural tour

cultural tour

ecotour

adventure tour

special interest tour.

Briefing information or documentation from the tourism operator may include:

customer information

itinerary information

supplier information

special request notes

tickets, vouchers or other travel documentation for guide and group

supplier contact details

optional tour information

financial documents

promotional materials.

Risk assessment may involve assessment of:

customers' abilities to fully engage in all activities (e.g. customer health issues)

blocked, inaccessible tour routes

health or safety hazards associated with weather and exposure, e.g. insufficient shade or protection from rain

health or safety hazards associated with insufficient distance or protection from local wildlife

crowd-related issues

health or safety hazards associated with activities to be undertaken

the cultural or environmental sensitivity of areas to be visited and use of minimal impact practices to protect and sustain these

potential service delivery difficulties

tight timing or scheduling.

Consideration of specific issues to ensure customer needs are met must include:

type of customers

customer special needs

size of tour group

length of tour

specific itinerary requirements

special requests

style of commentary required

location of tour

climate

equipment and resources required

environmental and cultural considerations

language considerations.

Tour practicalities and procedures to be communicated must include:

tour itinerary or program, including route, schedule and highlights

availability of free time

health and safety procedures

local culture, customs and security

local regulations, including:

customs

immigration

luggage

specific site procedures

procedures at tour stops

any group rules, regulations and codes of behaviour

the cultural or environmental sensitivity of areas to be visited and use of minimal impact practices to protect and sustain these.

Additional information and assistance that may be provided to customers may include:

local events and activities

options for free time activities

optional tours and costs

general directions

local facilities.

Industry colleagues may include:

host communities

coach drivers

tour managers

local guides

airlines

tour operators

product suppliers, including hotels, restaurants, attractions and retail locations

land managers and other statutory authorities

tour company office.

Reconfirmations and bookings may be for any touring product or service component and may include:

accommodation venue

restaurant

catering provider

ground transport

airline

charter airline

scenic flight

train

retail outlet

attraction

guided tour within attractions and sites

cruise

local tour guide

optional tour.