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Evidence Guide: SITTGDE302 - 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

 

SITTGDE302 - Provide arrival and departure assistance

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

Conduct arrival transfers for visitor 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 that 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 checking 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 that 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 checking procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow established procedures for lost baggage.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver arrival information to visitors.

  1. Greet customers in a manner that encourages a positive response towards the guide, the company, the 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, the company, the 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:

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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 that 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 that 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

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

Overview of assessment

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

Evidence of the ability to:

follow correct procedures at transport terminals and accommodation venues

communicate accurate and adequate information to customers

coordinate multiple arrival and departure activities using different operational details for different customer groups

coordinate arrival and departure activities across multiple transport terminals, relevant to the work location

demonstrate knowledge of transport terminals and facilities, and the procedures to be followed for arrivals and departures.

Context of and specific resources for assessment

Assessment must ensure use of:

operational transport terminals and accommodation venues (within security restrictions)

transport used by local industry for the conduct of transfers

accommodation venues

customer and operational arrival and departure information

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

Method of assessment

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

direct observation of arrival and departure transfers conducted by the individual

review of documentation, such as passenger lists and baggage checklists completed by the individual

use of case studies and problemsolving to assess ability to respond effectively to problems that occur during arrivals and departures

written or oral questioning to assess knowledge of transport terminals, baggage procedures and travel documentation

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITTGDE301 Work as a guide

SITTGDE305 Develop and maintain the general and regional knowledge required by guides

SITTGDE401 Coordinate and operate tours.

Required Skills and Knowledge

Required skills

communication skills to:

liaise with customers and work colleagues on typical operational issues

use microphone techniques

initiative and enterprise skills to pro-actively identify and respond to operational or service challenges

literacy skills to:

read and interpret customer and operational information

interpret tourism industry jargon, including terminal and transport codes

record accurate customer arrival and departure information

numeracy skills to:

count and check group members and the number of luggage pieces

use the 24-hour clock

planning and organising skills to follow logical checking and scheduling processes

problem-solving skills to identify, resolve or report typical operational challenges with arrival and departure transfers

teamwork skills to work co-operatively with colleagues in transport terminals and accommodation venues

technology skills to use online information services.

Required knowledge

main arrival and departure points and facilities in the local area

guide identification techniques within transport terminals

baggage procedures at transport terminals and accommodation venues

lost baggage procedures at transport terminals

accommodation checkin procedures for various customer types

formats of standard customer travel documentation and terminology used, including:

rail, air and bus tickets

accommodation and transfer vouchers

operational documentation (e.g. itineraries)

use of 24-hour clock

legal obligations of tour operators and guides when providing arrival and departure transfers, including public liability and the guide’s duty of care

work health and safety considerations at transport terminals and accommodation venues, including those related to:

baggage

safe movement of people (traffic, parking, crowd control)

security requirements.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Transport terminal may include:

air charter facilities

airports

bus and coach terminals

shipping ports or cruise ship terminals

train stations.

Terminal facilities may include:

airside access

communication systems between terminals and parking facilities

message boards

public address systems

special areas set aside for groups.

Information and advice to customers may relate to:

accommodation facilities

checkin procedures

forthcoming tour arrangements

transfer procedures

geography of hotel and immediate vicinity

local time

local weather

money exchange rates and facilities

overview of destination information

tipping

welcome and introduction.

Accommodation may include:

bed and breakfast

camping ground

caravan park

guesthouse

hotel

motel

resort.

Safety issuesmay relate to:

baggage as trip hazards

crowding in lobby areas

loading of baggage and passengers

parking of transfer vehicles

traffic considerations.

Procedures for departure may include:

duty free requirements

outgoing passenger cards

tax procedures.