Elements and Performance Criteria

RANGE STATEMENT
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 in the performance criteria is detailed below.

Products and services offered within the tourism industry are diverse and may include:
transportation
transfers
accommodation
entertainment
tours
cruises
entrance to attractions or sites
travel insurance
tour guiding services
activities
meals
functions
special items with customer's corporate branding
special events
venue facilities
convention facilities
speaker services
audiovisual services
meeting or event equipment
special event consumable items
food, beverage and catering
currency and banking services.


Sources of product information may include:
principal or supplier of the product
product library
internet, intranet and extranet
organisation-designed information systems, e.g. inventory control database
state and federal government tourism authority information systems
international government tourism authority information systems
centralised reservations system (CRS)
global distribution system (GDS).


Specific product information may be found in:
brochures
e-brochures
timetables
tariff sheets
confidential tariffs
sales kits
supplier information kits
product manuals
advertising flyers
manufacturer specifications.


Particular sales or operationalneed may include:
providing destination and specific product information and advice
providing specific information and advice about the credentials of the tourism operator in minimising negative environmental, social and cultural impacts
selling tourism products to the customer
preparing quotations
booking and coordinating a supplier service for the customer
receiving and processing a reservation from a customer
processing financial transactions
issuing customer travel documentation
issuing crew documentation, e.g. operational or technical itineraries
organising functions
processing and monitoring meeting or event registrations
purchasing promotional products
hiring special equipment.


Specific details about the product may include:
costs, tariffs and rates
additional taxes and levies imposed
currency applied to the cost
terms, conditions and rules
scheduling information
product codes
booking procedures
point of departure
route taken
point of conclusion or disembarkation
touring inclusions and exclusions
technical specifications for audiovisual and other meetings and events equipment
specifications for products to be branded with corporate details.


Special jargon or specifications may include:
industry terminology
common abbreviations used in the tourism industry
use of the 24-hour clock
technical capacity of equipment.


Risks that relate to the product may include:
product price increase
fluctuations in exchange rates
unclear product, tax and levy costs
unclear product provision, deposit, payment and cancellation terms and conditions
seasonal non-availability of the product
non-operation of the product (e.g. cancelled tour departure)
safety risk to customer in participating in touring activities, e.g. with adventure activities
limitations in participation due to incapacity, e.g. age, disability or special licence requirements, such as driver's licence or SCUBA licence
products that cause negative environmental, cultural or social impacts such:
damage to environmentally or culturally sensitive areas or sites
disturbance or injury to fauna
physical damage to flora
introduction of exotic and feral species
damage to roads, tracks and fire trails
pollution from vehicle emissions and unmanaged waste
noise disturbance to the local community
trivialisation of culture.

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to access and interpret information on different categories of tourism products, ideally as a component of integrated work activity and to meet the different needs of multiple customers
knowledge of product terminology and procedures
project or work activities that show the candidates' ability to access and interpret product information within the context of the particular industry sector in which they are working or seeking work; for those undertaking generic pre-employment training, assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes
accessing and interpreting product information within typical workplace time constraints.


Context of and specific resources for assessment
Assessment must ensure:
demonstration of skills within a fully equipped industry-realistic office environment using appropriate publications, computers, printers and information programs currently used in the tourism industry to store tourism related information or demonstration within the applicable sales or operational environment for the sector, e.g. a conference venue for the Events sector or touring environment for the Guiding and Tour Operations sectors
access to sources of product information such as sales kits, brochures, timetables, tour schedules, product manuals, supplier information kits, electronic information sources, information databases and computerised reservations systems.


Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
evaluation of integrated activities completed by the candidate which may include sourcing information on destinations, selling products, providing quotations and issuing documents
case studies to assess ability to obtain current, accurate and relevant product information for particular purposes and contexts
evaluation of product research activities and information presentations
review of product options prepared by the candidate to meet differing customer needs
written and oral questioning or interview to test knowledge of the sources of product information and various product features
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SITTTSL003A Source and provide international destination information and advice
SITTTSL004A Source and provide Australian destination information and advice
SITTTSL005A Sell tourism products and services
SITTTSL006B Prepare quotations
SITTTSL008B Book and coordinate supplier services
SITTTSL009B Process travel-related documentation.


Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.