NTISthis.com

Evidence Guide: SITTGDE005A - Manage extended touring programs

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

 

SITTGDE005A - Manage extended touring programs

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

Manage touring arrangements.

  1. Manage all tour logistics taking a holistic approach to the whole touring program at all times.
  2. Conduct touring program according to the prearranged touring itinerary.
  3. Make forward reconfirmations and bookings progressively throughout the program.
  4. Reconfirm or arrange operational details progressively throughout the program.
  5. Reorganise and adjust touring arrangements when required within the scope of individual responsibility.
  6. Make major adjustments within budget according to controlling office guidelines.
  7. Make adjustments to touring arrangements in the context of the whole program.
  8. Maintain ongoing contact with controlling office and forward suppliers as required.
Manage all tour logistics taking a holistic approach to the whole touring program at all times.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct touring program according to the prearranged touring itinerary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make forward reconfirmations and bookings progressively throughout the program.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reconfirm or arrange operational details progressively throughout the program.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reorganise and adjust touring arrangements when required within the scope of individual responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make major adjustments within budget according to controlling office guidelines.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make adjustments to touring arrangements in the context of the whole program.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain ongoing contact with controlling office and forward suppliers as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Liaise and negotiate with others.

  1. Maximise operational efficiency and customer service levels by effective liaison and negotiation with all those contributing to the operation of the program.
  2. Conduct negotiations in a businesslike and professional manner within the relevant cultural context.
  3. Conduct negotiations in the context of the entire touring program.
  4. Conduct negotiations to take account of the overall relationship between the organisation and the other stakeholders.
  5. Select communication and negotiation style appropriate to the circumstance.
  6. Use negotiation and communication techniques to maximise the chances of an acceptable outcome for all parties.
  7. Note and confirm accurately in writing all agreements as required by specific circumstances.
  8. Provide relevant information to the controlling office promptly and as required by organisation guidelines.
Maximise operational efficiency and customer service levels by effective liaison and negotiation with all those contributing to the operation of the program.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct negotiations in a businesslike and professional manner within the relevant cultural context.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct negotiations in the context of the entire touring program.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct negotiations to take account of the overall relationship between the organisation and the other stakeholders.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select communication and negotiation style appropriate to the circumstance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use negotiation and communication techniques to maximise the chances of an acceptable outcome for all parties.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Note and confirm accurately in writing all agreements as required by specific circumstances.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide relevant information to the controlling office promptly and as required by organisation guidelines.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and maintain group rapport.

  1. Develop and maintain a team spirit for the duration of the program.
  2. Gain the trust and confidence of the group through the demonstration of professional competence and integrity and ensure customer satisfaction with the touring program.
  3. Use leadership and communication skills to foster group cohesion.
  4. Encourage customer participation and group interaction.
  5. Identify and assess potential conflict within the group promptly and should conflict arise, take appropriate action to assist resolution.
Develop and maintain a team spirit for the duration of the program.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gain the trust and confidence of the group through the demonstration of professional competence and integrity and ensure customer satisfaction with the touring program.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use leadership and communication skills to foster group cohesion.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage customer participation and group interaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and assess potential conflict within the group promptly and should conflict arise, take appropriate action to assist resolution.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Solve problems that arise on tour.

  1. Identify and consider problems promptly from both an operational and customer service perspective in the context of the entire touring program.
  2. Initiate short-term action to resolve the immediate problem where appropriate.
  3. Analyse problems for any long-term commercial impact and assess and action solutions.
  4. Present a positive image of the organisation and its contracted suppliers at all times.
  5. Take responsibility for resolving the problem within the scope of individual authority and to ensure customer satisfaction.
  6. Consult the controlling office when required and appropriate to resolve problems outside scope of guidelines and responsibility.
  7. Take appropriate follow-up action to monitor the effectiveness of chosen solutions.
Identify and consider problems promptly from both an operational and customer service perspective in the context of the entire touring program.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate short-term action to resolve the immediate problem where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse problems for any long-term commercial impact and assess and action solutions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present a positive image of the organisation and its contracted suppliers at all times.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take responsibility for resolving the problem within the scope of individual authority and to ensure customer satisfaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult the controlling office when required and appropriate to resolve problems outside scope of guidelines and responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take appropriate follow-up action to monitor the effectiveness of chosen solutions.

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:

holistic management of all tour logistics for an extended touring program

ability to ensure the ongoing welfare and satisfaction of group tour members and develop and maintain group cohesion and rapport throughout the touring program

ability to apply effective negotiation and contingency management techniques to deal with the range of practical and people-related problems and issues that arise during the operation of an extended tour

knowledge of communication, negotiation, leadership and motivation techniques

delivery of an extended touring program of a duration that reflects local industry product and practice and of sufficient duration to allow the candidate to demonstrate techniques that build group rapport.

Context of and specific resources for assessment

Assessment must ensure:

coordination and operation of an extended group touring program within commercially realistic touring environments, including all the operational elements of a commercial tour

access to equipment and resources required for the delivery of the program, e.g. transport and accommodation venues

interaction with and involvement of a tourism operator for whom the extended program is being conducted

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

use of industry-current customer and operational documentation to support the delivery of an extended touring program.

Methods of assessment

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

direct observation of the candidate's ability to holistically manage all tour logistics by participating in tours conducted by the candidate

direct observation of the candidate's people management skills during the operation of group tours

direct observation of the candidate's communication, negotiation and problem-solving skills by participating in an extended tour conducted by the candidate

questioning group tour members as to the candidate's clarity of communication, and leadership and motivational skills

review of tour management activities undertaken as part of industry placement and training with an industry operator

review of tour preparation notes, checklists and tour reports prepared by the candidate

problem-solving case studies to assess ability to apply people management and contingency management skills to a range of different touring situations, including emergency situations

written and oral questioning or interview to test knowledge of tour management procedures, leadership, motivation and communication techniques and tourism industry networks relevant to the management of extended tours

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:

SITTGDE002A Provide arrival and departure assistance

SITTGDE006A Prepare and present tour commentaries or activities

SITTTOP006B Operate tours in a remote area.

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:

interpretation of the specific needs of customers, their level of expectation and satisfaction with touring arrangements

critical thinking skills to facilitate rational and logical analysis of such things as customer dissatisfaction and logistical touring problems, and appropriate solutions to be applied

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

literacy skills to read and interpret customer and operational information, such as travel vouchers, customer and technical itineraries provided by tourism operators, and manifests provided by suppliers, e.g. rooming lists

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

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

policies, procedures and guidelines issued by the controlling tourism operator

tourism industry, supplier networks and interrelationships that impact on the conduct of an extended touring program

in-depth knowledge of planning the delivery logistics of an extended touring program and the management processes and procedures to be undertaken before, during and at the completion of a tour to maximise the efficiency of extended touring programs

negotiation techniques and their application to different tour managing contexts

leadership, motivation and communication techniques and their application to different tour managing contexts.

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.

Types of extended touring programs may include:

general sightseeing tours

ecotours

adventure tours

camping tours

cultural and historical tours

cruise programs

pre and post-conference tours.

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

accommodation venues

restaurants

catering providers

ground transport

airlines

charter airlines

scenic flights

trains

retail outlets

attractions

guided tours within attractions and sites

cruises

local tour guides

optional tours.

Operational details may include:

management of passenger travel documentation, such as:

airline tickets and vouchers

seat allocations or boarding passes

travel vouchers

luggage coordination

documentation preparation

group currency requirements

customs and immigration procedures and requirements

seat rotation

check-in and check-out procedures

local touring liaison.

Reorganisation and adjustment of touring arrangements may include:

developing alternative routes

re-booking one or multiples services

organising new or replacement documentation

renegotiating cost.

Controlling office refers to the tourism operator that has engaged the tour manager as its representative for the delivery of the tour and may include:

inbound tour operator

tour operator

outbound tour wholesaler

event management organisation

professional conference organiser

destination marketing company.

Liaison and negotiation may be with:

coach drivers

local guides

tour leaders accompanying group from home country

interpreter guides

traditional owners

airlines

tour operators

hotels

restaurants

attractions

retail locations

government authorities, including:

land management agencies

customs

immigration.

Problems may include:

unexpected delay

missed connection

hotel or supplier overbooking situation

change of accommodation

supplier driven change of date and time of supply or change to alternative supplier

passenger sickness, injury or death

loss of personal valuables and documents e.g. passport

passenger robbery

lost luggage

equipment and transportation in contingency situations, e.g. coach breakdown

lost passengers

late passengers

group conflict or dissatisfaction

customers who cause disruption and disturbance to other tour members, host communities and the environment

service complaints

poor supplier performance

political unrest in area of tour

inclement weather conditions, such as:

fire

flood

storm

cyclone

lack of access to tour areas, including:

road closures

road blockages.