Unit of competency Outline
Date retreived
22/07/2026 1:35 PM AWST
22/07/2026 1:35 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage extended touring programs
Manage extended touring programs
Unit of competency
National Code
SITTGDE402
SITTGDE402
State Code
WF699
WF699
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
31/05/2013
Field of Education
080323 - Tourism Management
Original Release Date
31/05/2013
Nominal Hours
70
Description
This unit describes the performance outcomes, skills and knowledge required to coordinate touring programs of more than one day’s duration. It requires the ability to manage all tour logistics and to solve touring and group member problems. It also requires skills to ensure the ongoing welfare and satisfaction of tour group members and to develop and maintain group cohesion and rapport.
Notes
Elements and Performance Criteria
1. Manage touring arrangements.
- 1.1 Manage touring program logistics in a holistic way taking account of legal, ethical, safety and sustainability considerations.
- 1.2 Conduct touring program according to prearranged itinerary.
- 1.3 Make forward reconfirmations and bookings progressively.
- 1.4 Reconfirm or arrange operational details progressively.
- 1.5 Make adjustments to touring arrangements when required within the scope of individual responsibility.
- 1.6 Make major adjustments within budget according to controlling office guidelines.
- 1.7 Maintain ongoing contact with controlling office and forward suppliers as required.
2. Liaise and negotiate with others.
- 2.1 Maximise operational efficiency and customer service levels by effective liaison and negotiation with those contributing to program operations.
- 2.2 Conduct negotiations in a professional manner in the relevant cultural context.
- 2.3 Select negotiation style appropriate to the circumstance and use negotiation and communication techniques to maximise the chances of an acceptable outcome for all parties.
- 2.4 Conduct negotiations in the context of the entire touring program to take account of the overall relationship between the organisation and other stakeholders.
- 2.5 Confirm agreements in writing as required.
- 2.6 Provide relevant information to the controlling office as required.
3. Develop and maintain group rapport.
- 3.1 Develop and maintain a team spirit for the duration of the program.
- 3.2 Gain the trust and confidence of the group through the demonstration of professional competence and integrity.
- 3.3 Use leadership and communication skills to foster group cohesion.
- 3.4 Encourage customer participation and group interaction.
- 3.5 Identify and assess potential conflict within the group and should conflict arise, take appropriate action to resolve.
4. Solve problems that arise on tour.
- 4.1 Identify and consider problems from an operational and customer service perspective in the context of the entire touring program.
- 4.2 Initiate short term action to resolve immediate problems where appropriate.
- 4.3 Analyse problems for long term commercial impact and assess and action solutions.
- 4.4 Present a positive image of the organisation and its contracted suppliers at all times.
- 4.5 Take responsibility for resolving problems within the scope of individual authority and to ensure customer satisfaction.
- 4.6 Consult the controlling office to resolve problems outside scope of guidelines and responsibility.
- 4.7 Take appropriate follow up action to monitor the effectiveness of chosen solutions.
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.
Types of extended touring programs may include:
adventure tours
camping tours
cruise programs
cultural and historical tours
ecotours
general sightseeing tours
pre and post-conference tours.
Legal, ethical, safety and sustainability considerationsmay relate to:
trade practices legislation
licensing and the use of licensed operators
duty of care
health and safety requirements
aspects of sustainability:
environmental
financial
social.
Reconfirmations and bookings may be for any touring product or service component and may include:
accommodation venues
airlines
attractions
catering providers
charter airlines
cruises
ground transport
guided tours in attractions and sites
local tour guides
optional tours
restaurants
retail outlets
scenic flights
trains.
Operational details may include:
check-in and check-out procedures
customs and immigration procedures and requirements
documentation preparation
group currency requirements
luggage coordination
local touring liaison
management of passenger travel documentation:
airline tickets and vouchers
seat allocations or boarding passes
travel vouchers
seat rotation.
Adjustments may include:
developing alternative routes
organising new or replacement documentation
rebooking one or multiples services
renegotiating cost.
Controlling office may be:
destination marketing company
event management organisation
inbound tour operator
outbound tour wholesaler
professional conference organiser
tour operator.
Liaison and negotiation may be with:
airlines
attractions
coach drivers
government authorities, including:
land management agencies
customs
immigration
hotels
interpreters
local guides
restaurants
retail locations
tour leaders accompanying group from home country
tour operators
traditional owners.
Problems may relate to:
customer interpersonal situations:
disruptive behaviour
group conflict
group dissatisfaction
customer operational situations:
late passengers
loss of personal valuables and documents
lost luggage
lost passengers
missed connection
passenger robbery
passenger sickness, injury or death
environmental conditions:
natural:
fire
flood
storm
cyclone
built:
road closures
road blockages
equipment and transportation in contingency situations, e.g. coach breakdown
itinerary challenges:
change in services delivered
delays
overbooking
poor supplier performance
political issues such as unrest in area of tour.
Types of extended touring programs may include:
adventure tours
camping tours
cruise programs
cultural and historical tours
ecotours
general sightseeing tours
pre and post-conference tours.
Legal, ethical, safety and sustainability considerationsmay relate to:
trade practices legislation
licensing and the use of licensed operators
duty of care
health and safety requirements
aspects of sustainability:
environmental
financial
social.
Reconfirmations and bookings may be for any touring product or service component and may include:
accommodation venues
airlines
attractions
catering providers
charter airlines
cruises
ground transport
guided tours in attractions and sites
local tour guides
optional tours
restaurants
retail outlets
scenic flights
trains.
Operational details may include:
check-in and check-out procedures
customs and immigration procedures and requirements
documentation preparation
group currency requirements
luggage coordination
local touring liaison
management of passenger travel documentation:
airline tickets and vouchers
seat allocations or boarding passes
travel vouchers
seat rotation.
Adjustments may include:
developing alternative routes
organising new or replacement documentation
rebooking one or multiples services
renegotiating cost.
Controlling office may be:
destination marketing company
event management organisation
inbound tour operator
outbound tour wholesaler
professional conference organiser
tour operator.
Liaison and negotiation may be with:
airlines
attractions
coach drivers
government authorities, including:
land management agencies
customs
immigration
hotels
interpreters
local guides
restaurants
retail locations
tour leaders accompanying group from home country
tour operators
traditional owners.
Problems may relate to:
customer interpersonal situations:
disruptive behaviour
group conflict
group dissatisfaction
customer operational situations:
late passengers
loss of personal valuables and documents
lost luggage
lost passengers
missed connection
passenger robbery
passenger sickness, injury or death
environmental conditions:
natural:
fire
flood
storm
cyclone
built:
road closures
road blockages
equipment and transportation in contingency situations, e.g. coach breakdown
itinerary challenges:
change in services delivered
delays
overbooking
poor supplier performance
political issues such as unrest in area of tour.
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:
manage logistical and interpersonal aspects of an extended touring program:
of a duration that reflects local industry product and practice
of sufficient duration to allow the individual to demonstrate techniques that build group rapport
ensure the ongoing welfare and satisfaction of group tour members and develop and maintain group cohesion and rapport throughout the touring program
use effective negotiation and contingency management techniques to deal with the range of practical and peoplerelated problems and issues that arise during the operation of an extended tour
demonstrate knowledge of the legal, ethical, safety and sustainability considerations for extended touring programs.
Context of and specific resources for assessment
Assessment must ensure use of:
touring environments that reflect the nature of tours commercially available in the relevant city or region
real or simulated touring activities
equipment and resources required for the delivery of tours such as transport, accommodation and venue access
a group of customers for whom the individual can act as tour manager
industry-current customer and operational documentation.
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 of the individual’s ability to holistically manage all tour logistics by participating in tours conducted by the individual
direct observation of the individual’s people management, communication and negotiation skills by participating in tours conducted by the individual
questioning of group tour members about the individual’s clarity of communication, and leadership and motivational skills
review of tour preparation notes, checklists and tour reports prepared by the individual
use of case studies and problem-solving activities to assess ability to apply people management and contingency management skills to a range of different touring situations, including emergency situations
written or oral questioning to assess knowledge of tour management procedures, leadership, motivation and communication techniques and tourism industry networks
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:
SITTGDE302 Provide arrival and departure assistance
SITTGDE304 Prepare and present tour commentaries or activities
SITTGDE401 Coordinate and operate tours
SITTTOP403 Operate tours in a remote area.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
manage logistical and interpersonal aspects of an extended touring program:
of a duration that reflects local industry product and practice
of sufficient duration to allow the individual to demonstrate techniques that build group rapport
ensure the ongoing welfare and satisfaction of group tour members and develop and maintain group cohesion and rapport throughout the touring program
use effective negotiation and contingency management techniques to deal with the range of practical and peoplerelated problems and issues that arise during the operation of an extended tour
demonstrate knowledge of the legal, ethical, safety and sustainability considerations for extended touring programs.
Context of and specific resources for assessment
Assessment must ensure use of:
touring environments that reflect the nature of tours commercially available in the relevant city or region
real or simulated touring activities
equipment and resources required for the delivery of tours such as transport, accommodation and venue access
a group of customers for whom the individual can act as tour manager
industry-current customer and operational documentation.
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 of the individual’s ability to holistically manage all tour logistics by participating in tours conducted by the individual
direct observation of the individual’s people management, communication and negotiation skills by participating in tours conducted by the individual
questioning of group tour members about the individual’s clarity of communication, and leadership and motivational skills
review of tour preparation notes, checklists and tour reports prepared by the individual
use of case studies and problem-solving activities to assess ability to apply people management and contingency management skills to a range of different touring situations, including emergency situations
written or oral questioning to assess knowledge of tour management procedures, leadership, motivation and communication techniques and tourism industry networks
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:
SITTGDE302 Provide arrival and departure assistance
SITTGDE304 Prepare and present tour commentaries or activities
SITTGDE401 Coordinate and operate tours
SITTTOP403 Operate tours in a remote area.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S6438 | SITTGDE005A | Manage extended touring programs | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWR15 | SITTGDE012 | Manage extended touring programs | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J442 | SIT40112 | Certificate IV in Guiding | Qualification |
| J768 | SIS40313 | Certificate IV in Outdoor Recreation | Qualification |
| J443 | SIT40212 | Certificate IV in Travel and Tourism | Qualification |