Elements and Performance Criteria

This unit applies to all tourism and hospitality sectors. The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.
The range of local information required will vary according to the particular industry sector, location and individual workplace.
Information must include:
enterprise specific information
local transport options
local attractions
local events
general visitor facilities including shopping locations, currency exchanges, post offices, banks, emergency services.
Information may include:
specific shopping details, markets
restaurants, cafes and other dining venues
other facilities and services such as hairdressers, dentists, travel agencies
theatres and entertainment venues
sporting facilities
tours, local outings and trips
travelling routes
weather conditions.
Sources of information on the local area may include:
brochures
timetables
local visitor guides
library and local council
local people
enterprise information
room directories
maps
Internet.
Opportunities to update local knowledge may include:
talking and listening to colleagues and customers
participation in local familiarisation tours
visiting the local information centre
personal observation/exploration
watching TV, videos and films
listening to radio
reading local newspapers.
This unit applies to all tourism and hospitality sectors. The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.
The range of local information required will vary according to the particular industry sector, location and individual workplace.
Information must include:
enterprise specific information
local transport options
local attractions
local events
general visitor facilities including shopping locations, currency exchanges, post offices, banks, emergency services.
Information may include:
specific shopping details, markets
restaurants, cafes and other dining venues
other facilities and services such as hairdressers, dentists, travel agencies
theatres and entertainment venues
sporting facilities
tours, local outings and trips
travelling routes
weather conditions.
Sources of information on the local area may include:
brochures
timetables
local visitor guides
library and local council
local people
enterprise information
room directories
maps
Internet.
Opportunities to update local knowledge may include:
talking and listening to colleagues and customers
participation in local familiarisation tours
visiting the local information centre
personal observation/exploration
watching TV, videos and films
listening to radio
reading local newspapers.

Essential Knowledge and Skills to be Assessed
The following knowledge and skills must be assessed as part of this unit:
sources of information for enterprise and local knowledge
general knowledge of the enterprise, local attractions, events, transport options, general visitor facilities including shopping, currency exchanges, post offices, banks, emergency services.
Linkages to Other Units
This unit underpins effective performance in a range of other units and combined training and assessment may be appropriate. Examples include:
THHBH01B Provide housekeeping services to guests
THHBF010B Provide porter services
THHBF02B Provide accommodation reception services
WRRS2B Advise on products and services
Many other units in the Attractions and Theme Parks Section
Critical Aspects of Assessment
Evidence of the following is critical:
ability to source accurate and current information on the local area
general knowledge of the local area sufficient to answer commonly asked customer questions as relevant to the job role.
Context of Assessment and Resource Implications
Assessment must ensure:
project or work activities that allow the candidate to respond to a range of commonly asked customer questions.
Assessment Methods
Assessment methods must be chosen to ensure that the application of knowledge to different customer service situations can be practically demonstrated. Methods must include assessment of knowledge as well as assessment of practical skills.
The following examples are appropriate for this unit:
project to research information on local area
direct observation of the candidate using local knowledge to answer customer questions
oral or written questions to assess knowledge of local information and information sources
role-play to provide information for variety of different customers
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.
Key Competencies in this Unit
Key Competencies are an integral part of all workplace competencies. The table below describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.
Level 1 = Perform Level 2 = Administer and Manage Level 3 = Design and Evaluate
Key Competencies
Collecting, Organising and Analysing Information
For example:
Organising the enterprise's local information folder (1)
Communicating Ideas and Information
For example:
Explaining the location of the nearest bus stop to a customer (1)
Planning and Organising Activities
For example:
Contacting local attractions to request information brochures for display (1)
Working with Others and in Teams
For example:
Assisting a colleague to answer a customer question (1)
Using Mathematical Ideas and Techniques
For example:
Calculating the amount of time to reach a local attraction (1)
Solving Problems
For example:
Helping a lost customer who speaks very little English (1)
Using Technology
For example:
Using the phone or internet to source information on the local area (1)
Essential Knowledge and Skills to be Assessed
The following knowledge and skills must be assessed as part of this unit:
sources of information for enterprise and local knowledge
general knowledge of the enterprise, local attractions, events, transport options, general visitor facilities including shopping, currency exchanges, post offices, banks, emergency services.
Linkages to Other Units
This unit underpins effective performance in a range of other units and combined training and assessment may be appropriate. Examples include:
THHBH01B Provide housekeeping services to guests
THHBF010B Provide porter services
THHBF02B Provide accommodation reception services
WRRS2B Advise on products and services
Many other units in the Attractions and Theme Parks Section
Critical Aspects of Assessment
Evidence of the following is critical:
ability to source accurate and current information on the local area
general knowledge of the local area sufficient to answer commonly asked customer questions as relevant to the job role.
Context of Assessment and Resource Implications
Assessment must ensure:
project or work activities that allow the candidate to respond to a range of commonly asked customer questions.
Assessment Methods
Assessment methods must be chosen to ensure that the application of knowledge to different customer service situations can be practically demonstrated. Methods must include assessment of knowledge as well as assessment of practical skills.
The following examples are appropriate for this unit:
project to research information on local area
direct observation of the candidate using local knowledge to answer customer questions
oral or written questions to assess knowledge of local information and information sources
role-play to provide information for variety of different customers
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.
Key Competencies in this Unit
Key Competencies are an integral part of all workplace competencies. The table below describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.
Level 1 = Perform Level 2 = Administer and Manage Level 3 = Design and Evaluate
Key Competencies
Collecting, Organising and Analysing Information
For example:
Organising the enterprise's local information folder (1)
Communicating Ideas and Information
For example:
Explaining the location of the nearest bus stop to a customer (1)
Planning and Organising Activities
For example:
Contacting local attractions to request information brochures for display (1)
Working with Others and in Teams
For example:
Assisting a colleague to answer a customer question (1)
Using Mathematical Ideas and Techniques
For example:
Calculating the amount of time to reach a local attraction (1)
Solving Problems
For example:
Helping a lost customer who speaks very little English (1)
Using Technology
For example:
Using the phone or internet to source information on the local area (1)