Provide specialist advice on cruises Evidence Guide

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Evidence Guide: SITTTSL314 - Provide specialist advice on cruises

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

SITTTSL314 - Provide specialist advice on cruises

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

Source information on cruise operations and trends.

Read and interpret information on the historical progression of cruising as a type of holiday.
Source information on the historical progression of cruise ship design and features and benefits of modern ships.
Research historical, current and emerging product development and market trends for domestic and international cruises.
Identify cruise industry governance issues that affect customer participation.
Use information when selling to dispel stereotypical imaging of cruises and handle purchase resistance.

Read and interpret information on the historical progression of cruising as a type of holiday.

Completed
Date:

Teacher:

Evidence:

Source information on the historical progression of cruise ship design and features and benefits of modern ships.

Completed
Date:

Teacher:

Evidence:

Research historical, current and emerging product development and market trends for domestic and international cruises.

Completed
Date:

Teacher:

Evidence:

Identify cruise industry governance issues that affect customer participation.

Completed
Date:

Teacher:

Evidence:

Use information when selling to dispel stereotypical imaging of cruises and handle purchase resistance.

Completed
Date:

Teacher:

Evidence:

Develop knowledge of cruise destinations.

Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations.
Source information on cruise lines and product diversity within regions and identify client appeal for a diversity of customer types.
Obtain information on key operational features of cruise destinations including seasonality, visa, health, safety and regulatory issues.
Source information on features and benefits of key ports of call within cruise destinations.
Obtain information on features of turnaround ports for cruise destinations.

Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations.

Completed
Date:

Teacher:

Evidence:

Source information on cruise lines and product diversity within regions and identify client appeal for a diversity of customer types.

Completed
Date:

Teacher:

Evidence:

Obtain information on key operational features of cruise destinations including seasonality, visa, health, safety and regulatory issues.

Completed
Date:

Teacher:

Evidence:

Source information on features and benefits of key ports of call within cruise destinations.

Completed
Date:

Teacher:

Evidence:

Obtain information on features of turnaround ports for cruise destinations.

Completed
Date:

Teacher:

Evidence:

Develop knowledge of cruise itineraries.

Obtain and interpret information on cruise itineraries to meet different customer needs.
Source information on the features and benefits of shore excursion options for specific cruises.
Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of a diversity of customer types.
Obtain and interpret information on pre and post cruise transportation, accommodation and touring options including packages.
Interpret any jargon or specifications in product information and accurately apply these to sales or booking activities.

Obtain and interpret information on cruise itineraries to meet different customer needs.

Completed
Date:

Teacher:

Evidence:

Source information on the features and benefits of shore excursion options for specific cruises.

Completed
Date:

Teacher:

Evidence:

Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of a diversity of customer types.

Completed
Date:

Teacher:

Evidence:

Obtain and interpret information on pre and post cruise transportation, accommodation and touring options including packages.

Completed
Date:

Teacher:

Evidence:

Interpret any jargon or specifications in product information and accurately apply these to sales or booking activities.

Completed
Date:

Teacher:

Evidence:

Research aspects of on board ship life.

Identify the features and benefits of on board accommodation options including location and categories.
Seek information on food and beverage venues and options including pre-purchased packages.
Obtain information on facilities and services available on board.
Evaluate on board activities and entertainment options for different types of cruise customers.
Anticipate customer questions and seek scope of information to service a diversity of customer types.

Identify the features and benefits of on board accommodation options including location and categories.

Completed
Date:

Teacher:

Evidence:

Seek information on food and beverage venues and options including pre-purchased packages.

Completed
Date:

Teacher:

Evidence:

Obtain information on facilities and services available on board.

Completed
Date:

Teacher:

Evidence:

Evaluate on board activities and entertainment options for different types of cruise customers.

Completed
Date:

Teacher:

Evidence:

Anticipate customer questions and seek scope of information to service a diversity of customer types.

Completed
Date:

Teacher:

Evidence:

Provide information and advice on cruise options.

Accurately identify the specific information and advice needs of the customer.
Promptly provide current and accurate information and targeted customer advice on cruise products and destinations.
Provide appropriate scope and depth of information to meet customer needs.
Provide targeted advice on features and benefits of cruise products and destinations to counter purchasing objections.
Refer customers to current sources of health, safety, visa and regulatory information.

Accurately identify the specific information and advice needs of the customer.

Completed
Date:

Teacher:

Evidence:

Promptly provide current and accurate information and targeted customer advice on cruise products and destinations.

Completed
Date:

Teacher:

Evidence:

Provide appropriate scope and depth of information to meet customer needs.

Completed
Date:

Teacher:

Evidence:

Provide targeted advice on features and benefits of cruise products and destinations to counter purchasing objections.

Completed
Date:

Teacher:

Evidence:

Refer customers to current sources of health, safety, visa and regulatory information.

Completed
Date:

Teacher:

Evidence:

Update knowledge of cruise destinations and products.

Use formal and informal research to continually update cruise destination and product knowledge.
Seek feedback from colleagues and customers on experiences with cruise destinations and products.
Share new or updated product information with colleagues.

Use formal and informal research to continually update cruise destination and product knowledge.

Completed
Date:

Teacher:

Evidence:

Seek feedback from colleagues and customers on experiences with cruise destinations and products.

Completed
Date:

Teacher:

Evidence:

Share new or updated product information with colleagues.

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: source information on historical and current product trends and regulatory issues obtain current, relevant and accurate information on cruise products and destinations for each of these regions: the Americas Europe Australia, New Zealand, South Pacific and Antarctica Asia and the Indian Ocean access information from a range of sources to include: cruise line operators local sales agents distribution and marketing networks government tourism authorities provide tailored domestic and international cruise product and destination information and advice to meet the requests of these different types of customers: singles couples families groups special interest retirees integrate knowledge of: main cruise operators, itineraries, ports of call and shore excursion options for the Americas, Europe, Australia, New Zealand, South Pacific and Antarctica, Asia and the Indian Ocean features and benefits of major types of on board facilities and services regulatory issues for customer participation provide information and advice within deadlines determined by the customer.
Context of and specific resources for assessment	Assessment must ensure use of: a real or simulated tourism business operation which provides advice on and sells cruise products a real or simulated tourism industry environment where cruise information is provided to customers; this can be one of the following: a retail shopfront or mobile sales situation for the retail travel sector a reservations area or call centre for the tour wholesaling sector an office environment as defined in the Assessment Guidelines computers, printers and information programs currently used by the tourism industry to store cruise product and destination information current cruise operation, product and destination information found within sales kits, brochures, product manuals, destination marketing organisation information kits, electronic information sources and information databases customers with whom the individual can interact and to whom they can provide cruise destination advice.
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: projects and activities that allow assessment of the individual’s ability to: source information on historical and current product trends and regulatory issues obtain current, accurate and relevant cruise product and destination information research cruise products and destinations to meet differing customer needs direct observation, using role plays, of the individual providing advice to customers written or oral questioning to assess knowledge of: information sources for cruise product and destination information main cruise operators, itineraries, ports of call and shore excursion options for the Americas, Europe, Australia, New Zealand, South Pacific and Antarctica, Asia and the Indian Ocean features and benefits of major types of on board facilities and services regulatory issues for customer participation 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: SITTTSL201 Operate an online information system SITTTSL303 Sell tourism products and services SITTTSL304 Prepare quotations SITTTSL305 Process reservations SITTTSL306 Book supplier services SITTTSL308 Use a computerised reservation or operations system.

Required Skills and Knowledge

Required skills

communication skills including active listening and questioning to:

obtain information on cruise operations, destinations and products

identify and qualify the information needs of customers

provide current and accurate advice to meet the destination and product preference needs of customers

initiative and enterprise skills to proactively seek cruise operation, product and destination information to assist with day-to-day sales functions

learning skills to continuously update knowledge of cruise operations, products and destinations

literacy skills to:

read and interpret information on cruise destinations, unfamiliar and detailed product information and complex information about health, safety and regulatory requirements for cruise destinations and operations

research, interpret and sort relevant information

technology skills to:

use a computer and keyboard

use online information systems to search for information

use social media to source current information and communicate with customers.

Required knowledge

sources of information on historical progression of cruise holidays and ship design

current and emerging product development and market trends for domestic and international cruises

basic aspects of cruise industry governance issues that affect customer participation to include:

passenger safety and security

responsible conduct of gambling

responsible service of alcohol

objectives, primary contents and enforcement of the Passenger Bill of Rights

sources of information on cruise products and destinations to include:

cruise line operators including the use of business development managers

local sales agents

distribution and marketing networks

government tourism authorities

social media

sources of information on current health and safety issues for cruise destinations to include:

travel warning advice issued for Australian travellers by the federal government

health advisory notices and vaccination information issued by local and international bodies

sources of information on regulatory issues for cruise destinations to include:

passport and visa requirements

customs and quarantine

for each of the following geographical cruise regions:

the Americas

Europe

Australia, New Zealand, South Pacific and Antarctica

Asia and the Indian Ocean:

major cruise operators and their product style and target market

major turnaround ports

main ports of call (cruise itinerary)

major shore excursions for the main ports of call

common stereotypical and historical images of cruise holidays and common objections to purchasing, including:

expensive

sea-sickness

confining

boring

only for the elderly and rich

unique features of cruising as a type of holiday

concept of a cruise ship as a destination and an on board experience

key characteristics of:

ocean cruises

river cruises

adventure, expedition and niche cruises

features and benefits of major types of on board facilities and services to include:

accommodation locations and categories

food and beverage venues

retail outlets

fitness, health, beauty and spa services

entertainment activities

kid's clubs and family activities

key maritime terminology, jargon and common abbreviations for cruise products, including:

accommodation types

on board facilities and services

operational features of the itinerary

operational features of the ship

ship specifications

profile of different types of cruise passengers and their cruise product preferences to include:

singles

couples

families

groups

special interest

retirees.

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.
Features and benefits of modern ships may include:	features: adult only areas and spas alternative dining restaurants atriums bars and lounges carrousel kids clubs learning studios outdoor movie screens recreational activities rock climbing wall waterslides waver rider zip liner benefits: choice of facilities, entertainment and activities addresses diverse interests and needs e.g. families provide options to: engage in activities to suit a variety of interests try new things variety and choice of facilities, entertainment and activities.
Governance issues may include:	passenger safety including children's safety environmental impact practices fuel laws health and sanitisation policies medical facilities operational safety practices: bridge access life boats life jackets muster stations securing heavy objects Passenger Bill of Rights responsible conduct of gambling responsible service of alcohol security waste management.
Information sources may include:	cruise line operators government tourism authorities Internet, intranet and extranet local sales agents organisation designed information systems destination and product libraries social media websites.
Health, safety and regulatory issues may include:	current health risks, including diseases, epidemics, and animal or insect infestation customs and quarantine natural disasters such as fire, flood, tsunami political uprisings and civil commotion tax free retail sales terrorism threats or current acts vaccinations war.
Features and benefits of key ports of call may include:	areas of environmental, social or cultural significance or sensitivity banking and currency information facilities for customers with special needs local customs local economy local facilities major cities, towns and tourist areas and precincts major gateways for and transport networks within the region and destination major tourist attractions: man-made natural special features of the host community special regional features.
Formal and informal research may involve:	accessing and reading promotional information, including travel guide books, and product brochures and updates accessing the Internet and intranet attending professional development activities including: conferences familiarisations product launches promotional seminars trade shows workshops contact with other organisations: cruise line operators including the use of business development managers local sales agents government tourism offices formal study informal discussions with colleagues and customers liaising with trade and general media listening to radio personal on-site observation or exploration reading trade and general newspapers, books and other references watching television, videos and films.

NTISthis.com

Evidence Guide: SITTTSL314 - Provide specialist advice on cruises

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

SITTTSL314 - Provide specialist advice on cruises

Source information on cruise operations and trends.

Develop knowledge of cruise destinations.

Develop knowledge of cruise itineraries.

Research aspects of on board ship life.

Provide information and advice on cruise options.

Update knowledge of cruise destinations and products.

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

Instructions to Assessors

Teacher: ___________________________ Date: _