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Evidence Guide: SITTGDE402 - 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

 

SITTGDE402 - 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 the relevant cultural context.
  3. Select negotiation style appropriate to the circumstance and use negotiation and communication techniques to maximise the chances of an acceptable outcome for all parties.
  4. Conduct negotiations in the context of the entire touring program to take account of the overall relationship between the organisation and other stakeholders.
  5. Confirm agreements in writing as required.
  6. Provide relevant information to the 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 the relevant cultural context.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct negotiations in the context of the entire touring program to take account of the 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 the controlling office as required.

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.
  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 and should conflict arise, take appropriate action to resolve.
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.

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 and should conflict arise, take appropriate action to resolve.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Solve 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 the organisation and its contracted suppliers at all times.
  5. Take responsibility for resolving problems within the scope of individual authority and to ensure customer satisfaction.
  6. Consult the controlling office 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 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 the organisation and its contracted suppliers at all times.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult the controlling office 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, 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:

manage logistical and interpersonal aspects of an extended touring program:

of a duration that reflects local industry product and practice

of sufficient duration to allow the individual to demonstrate techniques that build group rapport

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

use effective negotiation and contingency management techniques to deal with the range of practical and peoplerelated problems and issues that arise during the operation of an extended tour

demonstrate knowledge of the legal, ethical, safety and sustainability considerations for extended touring programs.

Context of and specific resources for assessment

Assessment must ensure use of:

touring environments that reflect the nature of tours commercially available in the relevant city or region

real or simulated touring activities

equipment and resources required for the delivery of tours such as transport, accommodation and venue access

a group of customers for whom the individual can act as tour manager

industry-current customer and operational documentation.

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 the individual’s ability to holistically manage all tour logistics by participating in tours conducted by the individual

direct observation of the individual’s people management, communication and negotiation skills by participating in tours conducted by the individual

questioning of group tour members about the individual’s clarity of communication, and leadership and motivational skills

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

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

written or oral questioning to assess knowledge of tour management procedures, leadership, motivation and communication techniques and tourism industry networks

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:

SITTGDE302 Provide arrival and departure assistance

SITTGDE304 Prepare and present tour commentaries or activities

SITTGDE401 Coordinate and operate tours

SITTTOP403 Operate tours in a remote area.

Required Skills and Knowledge

Required skills

communication skills to:

negotiate potentially complex challenges and changes in touring arrangements

provide leadership and facilitate group cohesion

work co-operatively with colleagues from a wide range of supplier organisations

critical thinking skills to evaluate and respond to the impacts of operational situations on the organisation’s broader commercial interests

initiative and enterprise skills to pro-actively create opportunities to enhance the customer touring experience

literacy skills to:

read and interpret tour information

numeracy skills to:

calculate tour component times

translate from the 24hour to 12hour clock for customer use

calculate the cost of changes to itineraries

planning and organising skills to coordinate multiple and varying logistical tour arrangements

problem-solving skills to proactively identify and resolve complex operational and service issues including potential customer dissatisfaction and logistical problems

self-management skills to take responsibility for tour quality and customer satisfaction.

Required knowledge

ways to manage visits to culturally or environmentally sensitive areas

responsibilities of tour managers on extended touring programs

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

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

negotiation techniques and their application to different tour managing contexts

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

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

anti-discrimination provisions

duty of care

minimising waste and conserving resources

site-specific safety and 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.

Types of extended touring programs may include:

adventure tours

camping tours

cruise programs

cultural and historical tours

ecotours

general sightseeing tours

pre and post-conference tours.

Legal, ethical, safety and sustainability considerationsmay relate to:

trade practices legislation

licensing and the use of licensed operators

duty of care

health and safety requirements

aspects of sustainability:

environmental

financial

social.

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

accommodation venues

airlines

attractions

catering providers

charter airlines

cruises

ground transport

guided tours in attractions and sites

local tour guides

optional tours

restaurants

retail outlets

scenic flights

trains.

Operational details may include:

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 and vouchers

seat allocations or boarding passes

travel vouchers

seat rotation.

Adjustments may include:

developing alternative routes

organising new or replacement documentation

rebooking one or multiples services

renegotiating cost.

Controlling office may be:

destination marketing company

event management organisation

inbound tour operator

outbound tour wholesaler

professional conference organiser

tour operator.

Liaison and negotiation may be with:

airlines

attractions

coach drivers

government authorities, including:

land management agencies

customs

immigration

hotels

interpreters

local guides

restaurants

retail locations

tour leaders accompanying group from home country

tour operators

traditional owners.

Problems may relate to:

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

road blockages

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

itinerary challenges:

change in services delivered

delays

overbooking

poor supplier performance

political issues such as unrest in area of tour.