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Evidence Guide: SITXCCS201 - Provide visitor information

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

 

SITXCCS201 - Provide visitor information

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

Access and update visitor information.

  1. Identify and access sources of visitor information.
  2. Obtain general information on different local facilities, products and services to meet different customer needs.
  3. Share information with colleagues to support the efficiency and quality of service.
  4. Identify and use opportunities to update and maintain local area knowledge.
Identify and access sources of visitor information.

Completed
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Obtain general information on different local facilities, products and services to meet different customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share information with colleagues to support the efficiency and quality of service.

Completed
Date:

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Identify and use opportunities to update and maintain local area knowledge.

Completed
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Provide information to visitors.

  1. Identify the specific information and assistance needs of the customer.
  2. Provide an appropriate scope and depth of information to meet customer needs.
  3. Promote internal products and services.
Identify the specific information and assistance needs of the customer.

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

Completed
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Promote internal products and services.

Completed
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Seek feedback on information provision.

  1. Proactively seek visitor feedback to ensure all required information has been provided.
  2. Follow procedures for any formal customer evaluation.
  3. Provide internal feedback on visitor information services.
Proactively seek visitor feedback to ensure all required information has been provided.

Completed
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Follow procedures for any formal customer evaluation.

Completed
Date:

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Provide internal feedback on visitor information services.

Completed
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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:

respond to multiple and diverse customer requests and provide local area information to meet their needs

source accurate and current information on the local area

integrate knowledge of the local area when providing general information.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated tourism, hospitality or event industry environment where visitor information is sourced and provided to customers

current information on the local area, facilities and general products available

customers with whom the individual can interact.

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, using role plays, to assess the individual’s ability to use local knowledge to answer a variety of customer questions

projects and activities to source and obtain current, accurate and relevant local information

written or oral questioning to assess knowledge of sources of information on the local area, facilities and general products available

review of portfolios of evidence and third-party workplace reports of on-the-job 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:

SITHACS201 Provide porter services

SITHACS303 Provide accommodation reception services

SITXCCS202 Interact with customers

SITXCCS302 Provide club reception services

SITXCOM201 Show social and cultural sensitivity.

Required Skills and Knowledge

Required skills

communication skills to:

interact in a friendly and courteous way with customers

promote local products and services

learning skills to continuously update local area knowledge

literacy skills to:

read and comprehend product and local area information

research, sort and use relevant information

write simple notes on products and local services

problem-solving skills to identify knowledge deficiencies and seek information to satisfy visitor enquiries

teamwork skills to share local area information with colleagues and provide internal feedback.

Required knowledge

sources of information on the local area, facilities and general products available

sources of information on organisational products and services

major local attractions and events, transport options and general visitor facilities.

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.

Sourcesmay include:

brochures

library

local council

local people, including local identities with specialised knowledge

local visitor guide booklets

maps

online reservations systems

organisation information

organisation-designed information systems, e.g. inventory control database

principal supplier of the product

product library

room directories

social media websites

state or territory government tourism authority information systems

supplier of the product

the Internet

timetables.

Visitor information may include:

accommodation options:

backpacker lodges

holiday parks and resorts

hotels

motels

attractions:

animal parks

art galleries

museums

national parks

walks

wineries

zoos

cruises

dining options:

cafes

food halls

food markets

restaurants

vehicle rental

entertainment venues:

cinemas

theatres

performing arts centres

events

local facilities:

airline offices

banks

dentists

doctors

currency exchanges

hairdressers

hospitals

emergency services

post offices

travel agencies

local shopping facilities:

centres

malls

markets

souvenir shops

local transport options:

buses

ferries

taxis

trains

organisation-specific information

road conditions

sporting facilities

tours, local outings and trips

travelling routes

weather conditions.

Opportunities may include:

attending team meetings

informal discussions with colleagues

listening to radio

ongoing contact with principal or supplier of the product or service

participating in local familiarisation tours

reading:

brochures

and internal newsletters

leaflets

local newspapers

staff noticeboards

talking and listening to colleagues and customers

using personal observation or exploration

visiting the local information centre

watching television, videos and films.

Internal products and services may include:

accommodation

activities

general retail products and souvenirs

products made by the organisation:

craft items

food

wine

restaurant products

tours.