Elements and Performance Criteria

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.
Sales or operational need may include:
booking a supplier service for the customer
hiring special equipment
issuing:
air tickets
crew documentation, e.g. operational or technical itineraries
customer documentation for travel, tourism, hospitality or event products
planning functions
preparing quotations
processing and monitoring event registrations
processing financial transactions
providing specific product information and advice for:
destinations
food and beverage
events and functions
providing advice on customer use of new technologies
providing specific information and advice about the credentials of the tourism operator in minimising negative environmental, social and cultural impacts
purchasing promotional products
processing a reservation from a customer
selling travel addons:
flight fuel emissions offset fee ("flying carbon neutral")
prepayment of baggage charges
prepayment of in-flight meals
pre-travel seat selection
travel insurance
selling tourism, hospitality or event products to the customer.
Product offerings within the tourism, hospitality and events industry are diverse and may include:
accommodation
activities
convention facilities
cruises
currency and banking services
entertainment
entrance to attractions or sites
event management services
food, beverage and catering
functions
meals
meeting or event equipment
speaker services
special event consumable items
special events
special items with customer’s corporate branding
technical equipment and services:
audio-visual
pyrotechnics
rigging
sound and lighting
special effects
stage design and construction
venue styling
tour guiding services
tours
transfers
transportation
travel insurance
vehicle rental
venue facilities.
Sources of product information may include:
Centralised Reservations System (CRS)
Global Distribution System (GDS)
international government tourism authority information systems
Internet, intranet and extranet
organisation-designed information systems, e.g. inventory control database
principal or supplier of the product
product library
social media websites
state and federal government tourism authority information systems.
Arange of methods to obtain information 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:
product launches
promotional seminars
trade shows
workshops
conferences
familiarisations
contact with other organisations, including suppliers, principals and tourist information offices
formal study
informal discussions with colleagues
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.
Specific product information may be found in:
manufacturer specifications
organisation-designed information systems:
inventory control database
product and service manuals
price lists
supplier:
advertising flyers
brochures
confidential tariffs
ebrochures
information kits
product manuals
sales kits
social media sites
tariff sheets
timetables
websites.
Specific details about the product may include:
booking procedures
costs, tariffs and rates
currency applied to the cost
features and benefits
point of conclusion or disembarkation
point of departure
product codes
route
scheduling information
specifications for products to be branded with corporate details
taxes and levies imposed
technical specifications for audiovisual and other meetings and events equipment
terms, conditions and rules
touring inclusions and exclusions.
Special jargon or specifications may include:
common abbreviations used in the tourism, hospitality and event industries
industry terminology
technical capacity of equipment
use of the 24hour clock.
Risks that relate to the product may include:
fluctuations in exchange rates
limitations in participation due to:
incapacity, e.g. age, disability
special licence requirements, such as driver’s licence or SCUBA licence
nonoperation of the product, e.g. cancelled tour departure
product price increase
products that cause negative environmental, cultural or social impacts such as:
damage to environmentally or culturally sensitive areas or sites
damage to roads, tracks and fire trails
disturbance or injury to fauna
introduction of exotic and feral species
noise disturbance to the local community
physical damage to flora
pollution from vehicle emissions and unmanaged waste
trivialisation of culture
safety risk to customer in participating in touring activities, e.g. adventure activities
seasonal nonavailability of the product
unclear product provision, deposit, payment and cancellation terms and conditions
unclear product, tax and levy costs.
Customer technologies may include:
applications for electronic devices and computers
automated airport check-ins
online check-ins.

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:
obtain current, relevant and accurate information on tourism, hospitality or event products by accessing a range of information sources and using different research methods
interpret information on diverse products to meet different sales, operational and customer needs
interpret industry terminology and common abbreviations for major product categories
complete activities within commercial time constraints and deadlines determined by the customer or the organisation.
Context of and specific resources for assessment
Assessment must ensure use of:
computers, printers and information programs currently used by the tourism, hospitality or event industry to store product information
current product information within sales kits, brochures, timetables, tour schedules, product manuals, supplier information kits, information databases and computerised reservations systems.
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:
obtain current, accurate and relevant product information
research product options to meet differing customer needs
direct observation of the individual delivering an oral presentation on the sourced information
written or oral questioning to assess knowledge of:
the sources of product information
various product features
use of the 24-hour clock
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:
SITHFAB305 Provide advice on Australian wines
SITHFAB309 Provide advice on food
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 travelrelated documentation
SITTTSL308 Use a computerised reservations or operations system
SITXCCS201 Provide visitor information
SITXEVT401 Plan in-house events or functions.