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Evidence Guide: SITTGDE012 - 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

 

SITTGDE012 - Manage extended touring programs

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

Manage touring arrangements.

  1. Manage touring program logistics in a holistic way taking account of legal, ethical, safety and sustainability considerations.
  2. Conduct touring program according to prearranged itinerary.
  3. Make forward reconfirmations and bookings progressively.
  4. Reconfirm or arrange operational details progressively.
  5. Make adjustments to touring arrangements when required within the scope of individual responsibility.
  6. Make major adjustments within budget according to controlling office guidelines.
  7. Maintain ongoing contact with controlling office and forward suppliers as required.
Manage touring program logistics in a holistic way taking account of legal, ethical, safety and sustainability considerations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct touring program according to prearranged itinerary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make forward reconfirmations and bookings progressively.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reconfirm or arrange operational details progressively.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make adjustments to 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:

 

 

 

 

 

 

 

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 those contributing to program operations.
  2. Conduct negotiations in a professional manner in relevant cultural context.
  3. Select negotiation style appropriate to circumstance and use negotiation and communication techniques to maximise chances of an acceptable outcome for all parties.
  4. Conduct negotiations in context of entire touring program to take account of overall relationship between the organisation and other stakeholders.
  5. Confirm agreements in writing as required.
  6. Provide relevant information to controlling office as required.
Maximise operational efficiency and customer service levels by effective liaison and negotiation with those contributing to program operations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct negotiations in a professional manner in relevant cultural context.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select negotiation style appropriate to circumstance and use negotiation and communication techniques to maximise chances of an acceptable outcome for all parties.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct negotiations in context of entire touring program to take account of overall relationship between the organisation and other stakeholders.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm agreements in writing as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide relevant information to controlling office as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and maintain group rapport.

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gain trust and confidence of group through demonstration of professional competence and integrity.

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 conflicts within the group and should conflict arise, take appropriate action to resolve.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve problems that arise on tour.

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate short-term action to resolve immediate problems where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult controlling office to resolve problems outside scope of guidelines and responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

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. Manage touring arrangements.

1.1.Manage touring program logistics in a holistic way taking account of legal, ethical, safety and sustainability considerations.

1.2.Conduct touring program according to prearranged itinerary.

1.3.Make forward reconfirmations and bookings progressively.

1.4.Reconfirm or arrange operational details progressively.

1.5.Make adjustments to touring arrangements when required within the scope of individual responsibility.

1.6.Make major adjustments within budget according to controlling office guidelines.

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

2. Liaise and negotiate with others.

2.1.Maximise operational efficiency and customer service levels by effective liaison and negotiation with those contributing to program operations.

2.2.Conduct negotiations in a professional manner in relevant cultural context.

2.3.Select negotiation style appropriate to circumstance and use negotiation and communication techniques to maximise chances of an acceptable outcome for all parties.

2.4.Conduct negotiations in context of entire touring program to take account of overall relationship between the organisation and other stakeholders.

2.5.Confirm agreements in writing as required.

2.6.Provide relevant information to controlling office as required.

3. Develop and maintain group rapport.

3.1.Develop and maintain a team spirit for duration of program.

3.2.Gain trust and confidence of group through demonstration of professional competence and integrity.

3.3.Use leadership and communication skills to foster group cohesion.

3.4.Encourage customer participation and group interaction.

3.5.Identify and assess potential conflicts within the group and should conflict arise, take appropriate action to resolve.

4. Resolve problems that arise on tour.

4.1.Identify and consider problems from an operational and customer service perspective in the context of the entire touring program.

4.2.Initiate short-term action to resolve immediate problems where appropriate.

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

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

4.5.Take responsibility for resolving problems within scope of individual authority and to ensure customer satisfaction.

4.6.Consult controlling office to resolve problems outside scope of guidelines and responsibility.

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

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. Manage touring arrangements.

1.1.Manage touring program logistics in a holistic way taking account of legal, ethical, safety and sustainability considerations.

1.2.Conduct touring program according to prearranged itinerary.

1.3.Make forward reconfirmations and bookings progressively.

1.4.Reconfirm or arrange operational details progressively.

1.5.Make adjustments to touring arrangements when required within the scope of individual responsibility.

1.6.Make major adjustments within budget according to controlling office guidelines.

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

2. Liaise and negotiate with others.

2.1.Maximise operational efficiency and customer service levels by effective liaison and negotiation with those contributing to program operations.

2.2.Conduct negotiations in a professional manner in relevant cultural context.

2.3.Select negotiation style appropriate to circumstance and use negotiation and communication techniques to maximise chances of an acceptable outcome for all parties.

2.4.Conduct negotiations in context of entire touring program to take account of overall relationship between the organisation and other stakeholders.

2.5.Confirm agreements in writing as required.

2.6.Provide relevant information to controlling office as required.

3. Develop and maintain group rapport.

3.1.Develop and maintain a team spirit for duration of program.

3.2.Gain trust and confidence of group through demonstration of professional competence and integrity.

3.3.Use leadership and communication skills to foster group cohesion.

3.4.Encourage customer participation and group interaction.

3.5.Identify and assess potential conflicts within the group and should conflict arise, take appropriate action to resolve.

4. Resolve problems that arise on tour.

4.1.Identify and consider problems from an operational and customer service perspective in the context of the entire touring program.

4.2.Initiate short-term action to resolve immediate problems where appropriate.

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

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

4.5.Take responsibility for resolving problems within scope of individual authority and to ensure customer satisfaction.

4.6.Consult controlling office to resolve problems outside scope of guidelines and responsibility.

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

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

manage an extended touring program for at least one of the types of tours listed in the knowledge evidence

liaise with industry colleagues regarding logistical aspects of tour operation to ensure:

tours are conducted to schedule and including 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

facilitate positive interactions between tour group members and maintain group cohesion and rapport throughout touring program

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

unexpected events or delays

equipment or transportation issues

environmental conditions

customer interpersonal or operational situations.

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

types of extended tour itineraries and their common format, duration and inclusions:

adventure tours

camping tours

cruise programs

cultural and historical tours

eco-tours

general sightseeing tours

special interest tours

pre- and post-conference tours

responsibilities of tour managers on extended touring programs

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

organisational management policies, processes and procedures to be undertaken before, during and at completion of a tour

negotiation techniques and their application to different tour managing contexts

operational details:

check-in and check-out procedures

customs and immigration procedures and requirements

documentation preparation

group currency requirements

luggage coordination

local touring liaison

management of passenger travel documentation:

airline tickets

seat allocations or boarding passes

travel vouchers

seat rotation

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

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

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

customer interpersonal situations:

disruptive behaviour

group conflict

group dissatisfaction

customer operational situations:

late passengers

loss of personal valuables and documents

lost luggage

lost passengers

missed connection

passenger robbery

passenger sickness, injury or death

environmental conditions:

natural:

fire

flood

storm

cyclone

built:

road closures or blockages

equipment and transportation in contingency situations

itinerary challenges:

change in services delivered

delays

overbooking

poor supplier performance

political issues

legal, ethical, safety and sustainability considerations in the management of extended touring programs:

anti-discrimination provisions

duty of care

licensing and the use of licensed operators

minimising waste and conserving resources

site-specific safety and security requirements.