NTISthis.com

Evidence Guide: SITTGDE011 - Coordinate and operate tours

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

 

SITTGDE011 - Coordinate and operate tours

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

Plan tour delivery logistics.

  1. Plan tour delivery according to briefing information or operational documentation provided by the tourism operator.
  2. Make tour preparations and consider issues to ensure customer needs are met.
  3. Prioritise and action tasks required in advance of tour commencement.
Plan tour delivery according to briefing information or operational documentation provided by the tourism operator.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prioritise and action tasks required in advance of tour commencement.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Brief and assist customers.

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide additional information and assistance to enhance enjoyment of tour.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Liaise with industry colleagues.

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action requests from industry colleagues promptly and willingly wherever possible and request assistance when required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make agreements about individual and joint responsibilities during tour.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make forward reconfirmations and bookings in a timely manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interpret documentation from other organisations and apply appropriately.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage the itinerary.

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise customers courteously and sensitively about unavoidable changes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Keep customers informed of reasons for changes and actions taken.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with unexpected events.

  1. Assess unexpected events and select appropriate action.
  2. Follow organisational procedures in the case of accidents or where safety of customers or colleagues may be threatened.
  3. Identify and access sources of assistance promptly.
  4. Amend tour to minimise impact on customer enjoyment.
Assess unexpected events and select appropriate action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow organisational procedures 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 organisational guidelines.
  2. Provide customer and personal feedback and other information to assist with future improvements.
Provide accurate and complete tour reports according to organisational guidelines.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

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. Plan tour delivery logistics.

1.1.Plan tour delivery according to briefing information or operational documentation provided by the tourism operator.

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

1.3.Prioritise and action tasks required in advance of tour commencement.

2. Brief and assist customers.

2.1.Welcome customers to tour and provide briefing on tour practicalities and procedures.

2.2.Provide additional information and assistance to enhance enjoyment of tour.

3. Liaise with industry colleagues.

3.1.Liaise with industry colleagues to achieve smooth tour operation.

3.2.Action requests from industry colleagues promptly and willingly wherever possible and request assistance when required.

3.3.Make agreements about individual and joint responsibilities during tour.

3.4.Make forward reconfirmations and bookings in a timely manner.

3.5.Interpret documentation from other organisations and apply appropriately.

4. Manage the itinerary.

4.1.Conduct tour to schedule and include all features in itinerary.

4.2.Advise customers courteously and sensitively about unavoidable changes.

4.3.Re-plan itinerary when necessary to ensure purchased inclusions or their equivalent are delivered and disruption to customers is minimised.

4.4.Advise industry colleagues and suppliers affected by changes according to organisational procedures.

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

4.6.Keep customers informed of reasons for changes and actions taken.

5. Deal with unexpected events.

5.1.Assess unexpected events and select appropriate action.

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

5.3.Identify and access sources of assistance promptly.

5.4.Amend tour to minimise impact on customer enjoyment.

6. Debrief tour.

6.1.Provide accurate and complete tour reports according to organisational guidelines.

6.2.Provide customer and personal feedback and other information to assist with future improvements.

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. Plan tour delivery logistics.

1.1.Plan tour delivery according to briefing information or operational documentation provided by the tourism operator.

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

1.3.Prioritise and action tasks required in advance of tour commencement.

2. Brief and assist customers.

2.1.Welcome customers to tour and provide briefing on tour practicalities and procedures.

2.2.Provide additional information and assistance to enhance enjoyment of tour.

3. Liaise with industry colleagues.

3.1.Liaise with industry colleagues to achieve smooth tour operation.

3.2.Action requests from industry colleagues promptly and willingly wherever possible and request assistance when required.

3.3.Make agreements about individual and joint responsibilities during tour.

3.4.Make forward reconfirmations and bookings in a timely manner.

3.5.Interpret documentation from other organisations and apply appropriately.

4. Manage the itinerary.

4.1.Conduct tour to schedule and include all features in itinerary.

4.2.Advise customers courteously and sensitively about unavoidable changes.

4.3.Re-plan itinerary when necessary to ensure purchased inclusions or their equivalent are delivered and disruption to customers is minimised.

4.4.Advise industry colleagues and suppliers affected by changes according to organisational procedures.

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

4.6.Keep customers informed of reasons for changes and actions taken.

5. Deal with unexpected events.

5.1.Assess unexpected events and select appropriate action.

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

5.3.Identify and access sources of assistance promptly.

5.4.Amend tour to minimise impact on customer enjoyment.

6. Debrief tour.

6.1.Provide accurate and complete tour reports according to organisational guidelines.

6.2.Provide customer and personal feedback and other information to assist with future improvements.

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

plan, coordinate and operate at least two tours for different groups that comprise at least four different products, services or sites

liaise with industry colleagues regarding tour operation, and reconfirmations and bookings for each of the product or service components in each of the above tours to ensure:

tours are conducted to schedule and include all advertised itinerary features

tours are conducted in a sustainable manner with minimal impact on culturally or environmentally sensitive areas

the safety of customers and colleagues

demonstrate procedures used to manage issues, situations and problems on tours to minimise negative impact on customers, including:

unexpected events

delays

environmental conditions

customer situations.

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

types of tour itineraries and their common formats and inclusions:

adventure tour

city or rural tour

cultural tour

eco-tour

extended tour

half or full-day tour

special interest tour

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

main features of culturally or environmentally sensitive areas to be visited and 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

reconfirmation and booking procedures for tour components:

accommodation venue

airline

attraction

catering provider

charter airline

cruise

ground transport

guided tour within attractions and sites

local tour guide

optional tour

restaurant

retail outlet

scenic flight

train

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 practicalities and procedures that must be communicated to customers when relevant to the tour content:

availability of free time

cultural considerations

group rules and codes of behaviour

health and safety procedures

itinerary or program details:

route

schedule

highlights

regulations:

customs

immigration

luggage

procedures at tour stops

specific site procedures

organisational procedures and processes to address tour management issues and problems:

accident, injury or illness

breakdown

customer special needs

equipment and resource constraints

itinerary variations

language considerations

natural disaster

theft

legal and liability issues affecting guides:

domestic and relevant overseas consumer law regarding provision of services as advertised

duty of care.