This qualification reflects the role of individuals who use a range of well-developed retail travel or outbound wholesale sales and 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 the retail travel or outbound wholesale sector for employers that cover or specialise in leisure, corporate, domestic or international sales.
Work could be undertaken in an office, retail shopfront or mobile environment.
Possible job titles include:
call centre sales agent
domestic travel consultant
international travel consultant
mobile travel consultant
reservations sales agent
17 units must be completed:
14 core units
3 elective units, consisting of:
1 unit from the list below
2 units from the list below, 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
SITTTSL202 Access and interpret product information
SITTTSL301 Provide advice on international destinations
SITTTSL302 Provide advice on Australian destinations
SITTTSL303 Sell tourism products and services
SITTTSL304 Prepare quotations
SITTTSL306 Book supplier services
SITTTSL307 Process travel-related documentation
SITTTSL308 Use a computerised reservations or operations system
SITTTSL310 Construct normal international airfares
SITTTSL311 Construct promotional international airfares
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 SIT31312 Certificate III in Travel, individuals could progress to higher level qualifications in Travel and Tourism.
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, customers and travel product suppliers to plan the customerâ€™s travel itinerary; interpreting verbal and written information on travel product conditions; 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 service experience.
Initiative and enterprise
Identifying and suggesting ways to improve sales, operational and service efficiency; generating and suggesting ideas for new or improved product and service options for the travel business.
Knowing own product knowledge, sales and service skill strengths and weaknesses, being aware of opportunities to learn and participating in travel industry professional development activities; seeking and sharing information with colleagues on new travel and tourism trends, products, services and suppliers; coaching others in job skills.
Planning and organising
Collecting, analysing and organising customer, product and supplier information to allow for effective selling and efficient coordination of travel product bookings; collecting and analysing information to meet the specific needs of the customer group; setting timelines, planning and organising own work flow to efficiently coordinate travel sales and operational activities within deadlines; using predetermined policies and procedures to guide the selling and booking processes.
Anticipating problems that may arise with the customerâ€™s travel arrangements; mitigating problems by planning and booking appropriate travel itineraries that adhere to supplier conditions and customer requests; identifying and clarifying the extent of problems; taking responsibility for solving sales, operational or customer 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 and coordinate bookings for travel products; taking responsibility for own job role in in servicing the customer and for resolving service difficulties; thinking about own work performance and seeking feedback and guidance on success in effectively servicing the needs of travel customers.
Working as a skilled team member to deliver the quality service goals of the travel 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 computer systems, software and information systems that assist in selling and coordinating bookings for travel products; correctly using equipment to manage personal safety in the workplace.