Modification History
Not applicable.
Description
This qualification provides the skills and knowledge for an individual to be competent in a defined range of basic tourism technical skills.
Work would be undertaken in an office environment where the planning of tourism products and services takes place, in the field where tourism products are delivered or a combination of both. The field includes any destination, local or regional area, tourist precinct, site, attraction or onboard form of transportation.
The qualification reflects the role of individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge in a defined context. They work under direct supervision.
The qualification is suitable for an Australian apprenticeship pathway and for VET in Schools delivery.
Job roles
Individuals with this qualification are able to work in many tourism industry sectors and enterprise types. This qualification is very flexible and is designed to meet a broad range of basic tourism industry needs. It recognises the diversity of tourism operations and the increasing industry trend for operators to provide specialised tourism products. The types of enterprise to which this qualification may apply include retail travel agencies of any sort, tour wholesalers, tour operators of any sort (e.g. coach, camping, cruise boat, four-wheel drive or walking), attractions, cultural and heritage sites and any small tourism business requiring multi-skilled employees.
In some sectors of the industry there are no job outcomes at Certificate II level. Specialist Certificate III qualifications should be selected for the appropriate job outcome, e.g. guiding, travel consultancy or tour coordination.
Possible job titles include:
- office assistant for a small tour operator
- documentation clerk for a tour wholesaler
- receptionist and office assistant in a professional conference organiser
- receptionist and office assistant in a retail travel agency
- retail sales assistant in an attraction
- museum attendant.
Prerequisite requirements
There are no prerequisites for entry to this qualification.
Pathways Information
Not applicable.
Licensing/Regulatory Information
Not applicable.
Entry Requirements
Not applicable.
Employability Skills Summary
EMPLOYABILITY SKILLS SUMMARY
SIT20107 Certificate II in Tourism
The following table contains a summary of the employability skills required by the tourism industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability skill |
Industry /enterprise requirements for this qualification include : |
Communication |
Communicating with colleagues, supervisors and suppliers or agents to assist with the coordination of customer's tourism experience; interpreting verbal and written information on tourism product conditions and customer requirements; providing clear and accurate verbal and written information to customers and suppliers or agents in a culturally appropriate manner to ensure a positive tourism experience. |
Teamwork |
Working as a team member, taking instructions from others and understanding own role in servicing the needs of the tourism customer; supporting other team members to coordinate tourism sales and operational activities to achieve quality service delivery of the tourism product; respecting the cultural diversity of team members and seeking their assistance to service the culturally diverse needs of tourism customers. |
Problem solving |
Thinking about problems that relate to own role in tourism sales and operational activities; avoiding problems by planning own day-to-day operational activities; clarifying the extent of problems and requesting assistance from team members, supervisors, suppliers or agents in solving operational details; using predetermined policies and procedures to guide solutions to customer or operational problems associated with tourism products. |
Initiative and enterprise |
Identifying and discussing better ways to coordinate tourism sales and operational activities and to manage safety risks by participating in group risk assessment activities. |
Planning and organising |
Collecting, analysing and organising customer, product and supplier or agent information to allow for efficient coordination of tourism sales and operational activities; using appropriate predetermined policies and procedures to guide tourism selling and operational activities. |
Self-management |
Understanding and complying with the legal responsibilities that apply to own role in servicing the tourism customer; knowing own job role and responsibilities in tourism sales and operational activities; seeking feedback and guidance from supervisors on success in coordinating tourism activities. |
Learning |
Knowing the structure of, networks within and sources of new information on the tourism industry to enable the sourcing of ongoing learning opportunities; proactively seeking and sharing information with colleagues on new tourism products, services and suppliers or agents. |
Technology |
Understanding the operating capability of, selecting and using computer systems and software that assist in tourism sales and operational activities; correctly using equipment to ensure personal safety in the workplace. |
Due to the high proportion of electives required by this qualification, the industry/enterprise requirements described above for each employability skill are representative of the tourism industry in general and may not reflect specific job roles. Learning and assessment strategies for this qualification should be based on the requirements of the units of competency for this qualification.
Packaging Rules
QUALIFICATION RULES To achieve a Certificate II in Tourism, 11 units must be completed:
In all cases selection of electives must be guided by the job outcome sought, local industry requirements and the characteristics of this qualification. |
CORE UNITS |
|
SITTIND001B |
Develop and update tourism industry knowledge |
SITXCOM001A |
Work with colleagues and customers |
SITXCOM002A |
Work in a socially diverse environment |
SITXOHS001B |
Follow health, safety and security procedures |
ELECTIVE UNITS |
|
Accommodation Services |
|
SITHACS006B |
Clean premises and equipment |
Administration |
|
SITXADM001A |
Perform office procedures |
SITXADM002A |
Source and present information |
Client and Customer Service |
|
SITXCCS001B |
Provide visitor information |
SIRXCCS001A |
Apply point-of-sale handling procedures |
Communication and Teamwork |
|
SITXCOM004A |
Communicate on the telephone |
Computer Operations and ICT Management |
|
BSBITU301A |
Create and use databases |
BSBITU102A |
Develop keyboard skills |
BSBWOR204A |
Use business technology |
BSBITU201A |
Produce simple word processed documents |
BSBITU202A |
Create and use spreadsheets |
Environmental Sustainability |
|
SITXENV001A |
Participate in environmentally sustainable work practices |
Events |
|
SITXEVT003B |
Process and monitor event registrations |
Finance |
|
SITXFIN001A |
Process financial transactions |
First Aid |
|
HLTFA301B |
Apply first aid |
Food and Beverage |
|
SITHFAB005A |
Provide table service of alcoholic beverages |
SITHFAB009A |
Provide responsible service of alcohol |
SITHFAB010C |
Prepare and serve non-alcoholic beverages |
SITHFAB011A |
Develop and update food and beverage knowledge |
SITHFAB012B |
Prepare and serve espresso coffee |
SITHFAB222A |
Conduct a product tasting for alcoholic beverages |
Guiding |
|
SITTGDE008A |
Research and share general information on Australian Indigenous cultures |
SITTGDE009A |
Interpret aspects of local Australian Indigenous culture |
Inventory |
|
SITXINV001A |
Receive and store stock |
Languages other than English |
|
SITXLAN1__A |
Conduct basic workplace oral communication in a language other than English |
SITXLAN2__A |
Conduct routine workplace oral communication in a language other than English |
Occupational Health and Safety |
|
SITXOHS002A |
Follow workplace hygiene procedures |
Risk Management and Security |
|
SIRXRSK001A |
Minimise theft |
Sales |
|
SIRXSLS001A |
Sell products and services |
SIRXSLS002A |
Advise on products and services |
Tour Operations |
|
SITTTOP002A |
Load touring equipment and conduct pre-departure checks |
TLIC107C |
Drive vehicle |
Tourism Sales and Operations |
|
SITTTSL001A |
Operate an online information system |
SITTTSL002A |
Access and interpret product information |
SITTTSL003A |
Source and provide international destination information and advice |
SITTTSL004A |
Source and provide Australian destination information and advice |
SITTTSL007B |
Receive and process reservations |
SITTTSL009B |
Process travel-related documentation |
Venue and Facility Operations |
|
SITTVAF002A |
Provide a briefing or scripted commentary |
SITTVAF004A |
Load and unload a ride |
Examples of elective units relevant to specific job outcomes and contexts at this level are as follows:
Office assistant for a small tour operator
BSBITU102A Develop keyboard skills
BSBWOR204A Use business technology
BSBITU201A Produce simple word processed documents
SITTTSL007B Receive and process reservations
SITTTSL009B Process travel-related documentation
SITXADM001A Perform office procedures
SITXCOM004A Communicate on the telephone
Retail sales assistant in an attraction
SIRXCCS001A Apply point-of-sale handling procedures
SIRXRSK001A Minimise theft
SIRXSLS001A Sell products and services
SIRXSLS002A Advise on products and services
SITHFAB010C Prepare and serve non-alcoholic beverages
SITXCCS001B Provide visitor information
SITXLAN1__A Conduct basic workplace oral communication in a language other than English
Museum attendant
CULMS201B Develop and apply knowledge of the museum industry
CULMS205B Observe and report basic condition of collection
CULMS207B Assist with the presentation of public activities and events
SIRXCCS001A Apply point-of-sale handling procedures
SIRXSLS001A Sell products and services
SITTVAF002A Provide a briefing or scripted commentary
SITXCCS001B Provide visitor information