Modification History
Not applicable.
Description
This qualification provides the skills and knowledge for an individual to be competent in a range of well-developed tourism sales and operational skills.
Work would be undertaken in a visitor information centre where information is provided and where some planning of customer's travel and touring arrangements may take place. Centres can be stand-alone shopfront and office environments or can be attached to another facility, such as a winery or coffee shop.
The qualification reflects the role of skilled operators who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.
The qualification is suitable for an Australian apprenticeship pathway.
Job roles
Individuals with this qualification are able to work in the visitor information sector of the tourism industry or for destination marketing companies who fulfil dual information and sales functions for particular tourism destinations.
Possible job titles include:
- information officer
- booking agent
- sales consultant.
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
SIT30407 Certificate III in Tourism (Visitor Information Services )
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, customers and tourism product suppliers to provide local or regional visitor information; interpreting verbal and written information on tourism product conditions; determining and interpreting customer preferences to sell proactively and persuasively; empathising and negotiating acceptable solutions to customer problems and complaints; providing clear and accurate verbal and written information to customers and suppliers to ensure a positive tourism experience. |
|
Teamwork |
Working as a team member, giving and receiving instructions and understanding own lead role in servicing information needs of the visitor and selling local or regional tourism products; supporting other team members in their role in providing quality information delivery and sales service; respecting the cultural diversity of team members and seeking their assistance to service the culturally diverse needs of visitors to the local area or region. |
|
Problem solving |
Anticipating problems that may arise with the customer's local or regional tourism experience; mitigating problems by providing tailored information that meets customer needs; identifying and clarifying the extent of problems and requesting assistance from team members, supervisors and local tourism operators in solving operational or customer service issues; using predetermined policies and procedures to guide solutions to customer or supplier problems associated with the visitor's local or regional tourism experience. |
|
Initiative and enterprise |
Showing independence and initiative required to take a lead role in making tourism product sales, and providing local or regional information that meets or exceeds customer expectations; identifying and discussing a range of tourism product and service concepts to improve existing product and service options for the visitor information centre. |
|
Planning and organising |
Collecting, analysing and organising customer, product and supplier information to allow for efficient provision of tailored local or regional tourism information and effective selling and booking coordination; setting timelines, organising own work flow and using appropriate predetermined policies and procedures to guide the information provision, selling and booking processes. |
|
Self-management |
Understanding and complying with the legal responsibilities that apply to own role in providing visitor information and selling tourism products; knowing own job role and responsibilities in providing visitor information, selling and coordinating bookings for tourism products; organising own work time and priorities and seeking feedback and guidance from supervisors on success in effectively servicing the information and booking needs of visitor information centre customers. |
|
Learning |
Knowing the structure of, networks within and sources of new information on the local or regional tourism industry to enable the sourcing of ongoing learning opportunities; proactively seeking and sharing information with colleagues on new tourism products, services and local tourism operators. |
|
Technology |
Understanding the operating capability of, selecting and using computer systems, software and information networks that assist in providing visitor information, selling and coordinating bookings for local or regional tourism products. |
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 III in Tourism (Visitor Information Services), 18 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. |
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CORE UNITS |
|
|
SITXADM001A |
Perform office procedures |
|
SITXCCS001B |
Provide visitor information |
|
SITXCOM001A |
Work with colleagues and customers |
|
SITXCOM002A |
Work in a socially diverse environment |
|
SITXCOM004A |
Communicate on the telephone |
|
SITXOHS001B |
Follow health, safety and security procedures |
|
SITTIND001B |
Develop and update tourism industry knowledge |
|
SITTTSL001A |
Operate an online information system |
|
SITTTSL002A |
Access and interpret product information |
|
SITTTSL004A |
Source and provide Australian destination information and advice |
|
SITTTSL005A |
Sell tourism products and services |
|
BSBWOR204A |
Use business technology |
|
BSBITU306A |
Design and produce business documents |
|
ELECTIVE UNITS |
|
|
Administration |
|
|
SITXADM003A |
Write business documents |
|
Client and Customer Service |
|
|
SIRXCCS001A |
Apply point-of-sale handling procedures |
|
Communication and Teamwork |
|
|
SITXCOM003A |
Deal with conflict situations |
|
SITXCOM005A |
Make presentations |
|
SITXCOM006A |
Address protocol requirements |
|
Computer Operations and ICT Management |
|
|
BSBITU309A |
Produce desktop published documents |
|
BSBITU301A |
Create and use databases |
|
BSBITU302A |
Create electronic presentations |
|
BSBITU102A |
Develop keyboard skills |
|
BSBITU203A |
Communicate electronically |
|
E-Business |
|
|
BSBITU305A |
Conduct online transactions |
|
BSBEBU401A |
Review and maintain a website |
|
BSBCUS401A |
Coordinate implementation of customer service strategies |
|
Environmental Sustainability |
|
|
SITXENV002A |
Implement and monitor environmentally sustainable work practices |
|
Events |
|
|
SITXEVT001B |
Develop and update event industry knowledge |
|
SITXEVT002B |
Provide event staging support |
|
SITXEVT003B |
Process and monitor event registrations |
|
SITXEVT004B |
Coordinate on-site event registrations |
|
Finance |
|
|
SITXFIN001A |
Process financial transactions |
|
SITXFIN002A |
Maintain financial records |
|
SITXFIN003A |
Interpret financial information |
|
BSBFIA303A |
Process accounts payable and receivable |
|
Food and Beverage |
|
|
SITHFAB003A |
Serve food and beverage to customers |
|
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 |
|
Human Resource Management |
|
|
SITXHRM001A |
Coach others in job skills |
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Inventory |
|
|
SITXINV001A |
Receive and store stock |
|
SITXINV002A |
Control and order 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 |
|
SITXLAN3__A |
Conduct workplace oral communication in a language other than English |
|
SITXLAN5__A |
Read and write workplace information in a language other than English |
|
Occupational Health and Safety |
|
|
SITXOHS003B |
Identify hazards, and assess and control safety risks |
|
Marketing and Public Relations |
|
|
SITXMPR001A |
Coordinate production of brochures and marketing materials |
|
SITXMPR002A |
Create a promotional display or stand |
|
SITXMPR004A |
Coordinate marketing activities |
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Merchandising |
|
|
SIRXMER001A |
Merchandise products |
|
Planning and Product Development |
|
|
SITTPPD002A |
Research tourism data |
|
SITTPPD003B |
Source and package tourism products |
|
Sales |
|
|
SIRXSLS001A |
Sell products and services |
|
SIRXSLS002A |
Advise on products and services |
|
Tourism Sales and Operations |
|
|
SITTTSL006B |
Prepare quotations |
|
SITTTSL007B |
Receive and process reservations |
|
SITTTSL008B |
Book and coordinate supplier services |
|
SITTTSL009B |
Process travel-related documentation |
|
SITTTSL010B |
Control reservations or operations using a computerised system |
|
SITTTSL011A |
Maintain a product inventory |
|
Venue and Facility Operations |
|
|
SITTVAF002A |
Provide a briefing or scripted commentary |
Examples of elective units relevant to specific job outcomes and contexts at this level are as follows:
Information officer
SIRXMER001A Merchandise products
SIRXSLS001A Sell products and services
SITTTSL009B Process travel-related documentation
SITXFIN001A Process financial transactions
SITXMPR002A Create a promotional display or stand
Booking agent or sales consultant
SITTTSL006B Prepare quotations
SITTTSL008B Book and coordinate supplier services
SITTTSL009B Process travel-related documentation
SITTTSL010B Control reservations or operations using a computerised system
SITXFIN002A Maintain financial records
