This qualification reflects the role of individuals who use a range of well-developed tourism service, sales or operational skills. They use discretion and judgement and have a sound knowledge of industry operations. They work with some independence and under limited supervision and may provide operational advice and support to team members.
This qualification provides a pathway to work in many tourism industry sectors and for a diversity of employers including tour operators, inbound tour operators, visitor information centres, attractions, cultural and heritage sites and any small tourism business requiring multi-skilled employees.
Work could be undertaken in an office environment where the planning of tourism products and services takes place, in the field where tourism products are delivered or a combination of both.
Possible job titles include:
attraction or theme park attendant
cellar door salesperson and guide in a winery
guide and salesperson in an Indigenous cultural centre
inbound tour coordinator
operations consultant for a tour operator
reservation sales agent for a tour operator
senior ride operator in an attraction or theme park
visitor information officer.
15 units must be completed:
4 core units
11 elective units, consisting of:
3 units from Group A
4 units from Group A or Group B
4 additional units from Group A, Group B, elsewhere in SIT12 Training Package, or any other current Training Package or accredited course.
The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.
SITTIND201 Source and use information on the tourism and travel industry
SITXCCS303 Provide service to customers
SITXCOM201 Show social and cultural sensitivity
SITXWHS101 Participate in safe work practices
Communication and Teamwork
SITXCOM202 Provide a briefing or scripted commentary
SITTGDE101 Interpret aspects of local Australian Indigenous culture
SITTGDE302 Provide arrival and departure assistance
SITTGDE303 Lead tour groups
SITTGDE304 Prepare and present tour commentaries or activities
SITTGDE305 Develop and maintain the general and regional knowledge required by guides
SITTGDE306 Research and share general information on Australian Indigenous cultures
SITTGDE307 Prepare specialised interpretive content on flora, fauna and landscape
SITTGDE308 Prepare specialised interpretive content on marine environments
SITTGDE309 Prepare specialised interpretive content on cultural and heritage environments
SITTTOP301 Load touring equipment
SITTTOP302 Provide outdoor catering
TLIB2003A Carry out vehicle servicing and maintenance
BSBSUS201A Participate in environmentally sustainable work practices
SIRXSLS201 Sell products and services
SITTTSL201 Operate an online information system
SITTTSL202 Access and interpret product information
SITTTSL302 Provide advice on Australian destinations
SITTTSL303 Sell tourism products and services
SITTTSL306 Book supplier services
SITTTSL307 Process travel-related documentation
SITXCCS201 Provide visitor information
This qualification is suitable for an Australian Apprenticeship pathway.
Pathways into the qualification
Individuals may enter this qualification with limited or no vocational experience and without a lower level qualification.
Pathways from the qualification
After achieving SIT30112 Certificate III in Tourism, individuals could progress to SIT40212 Certificate IV in Travel and Tourism, or to Certificate IV qualifications in any service industry field.
There are no entry requirements for this qualification.
No licensing, legislative, regulatory or certification requirements apply to this qualification at the time of endorsement.
Industry/enterprise requirements for this qualification include:
Communicating with colleagues and customers to determine their specific needs; interpreting verbal and written information on customer requirements and tourism products and services to ensure efficient service delivery; determining and interpreting customer preferences to sell proactively and persuasively; negotiating acceptable solutions to customer problems and complaints; interpreting and providing clear and accurate information to customers in a culturally appropriate way to ensure a positive tourism experience.
Initiative and enterprise
Identifying and suggesting ways to improve sales, operational and service efficiency; generating and suggesting ideas for new or improved products.
Knowing own product knowledge and service skill strengths and weaknesses, being aware of opportunities to learn and participating in tourism industry professional development activities; seeking and sharing information with colleagues on new tourism trends, products, services and suppliers; coaching others in job skills.
Planning and organising
Collecting, analysing and organising customer and product information to plan for and deliver a positive service outcome for tourism customers; collecting and analysing information to meet the specific needs of the customer group; setting timelines, planning and organising own work flow to efficiently coordinate tourism sales, operational and service activities within deadlines; using predetermined policies and procedures to guide the planning and delivery of tourism products.
Anticipating problems that may arise with sales, operational and service activities; mitigating problems by planning sales, operational and service activities; identifying and clarifying the extent of problems; taking responsibility for solving sales, operational and service issues; referring high-level problems to supervisors and participating in the solution; using discretion and judgement as well as predetermined policies and procedures to guide solutions to operational and service problems.
Understanding and following policies and procedures for legal compliance; organising own work priorities to sell, plan or deliver tourism products and services; taking responsibility for own job role in servicing the tourism customer and for resolving service difficulties; thinking about own work performance and seeking feedback and guidance on success in effectively servicing the needs of customers.
Working as a skilled team member to deliver the quality service goals of the tourism business; taking responsibility for own role in servicing the needs of customers; working collaboratively as a team member by giving and receiving instructions and providing feedback and assistance to other team members; providing guidance and instruction to assistant or trainee team members; showing social and cultural sensitivity to team members.
Understanding the operating capability of, selecting and using technologies that assist in planning and delivering tourism products such as computer systems and software, microphones, vehicles, navigation equipment, and recreational and entertainment equipment; correctly using equipment to manage personal safety in the workplace.