Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required to coordinate an extended touring program of more than one day's duration. It requires the ability to manage all tour logistics taking a holistic approach to the touring program and to solve touring and group member problems. It also requires the ability to ensure the ongoing welfare and satisfaction of group tour members and to develop and maintain group cohesion and rapport throughout the touring program. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
Application of the Unit
Application of the unit |
This unit describes a key tour guiding function. It applies to those who work in a range of locations and in multiple tourism industry sectors, but has particular application to personnel engaged by tour operators, inbound tour operators and tour wholesalers. It applies to those industry personnel known as tour managers, tour directors, tour leaders and tour escorts, who lead extended tours both within Australia and overseas. Extended touring programs would usually cover multiple destinations and overnight stays but could also cover those tours that operate just one or two overnight stays to one or two destinations. The complexity of the touring itinerary and its component parts will vary. The logistical management of extended touring programs requires significant organisational, decision making and communication and negotiation skills. Those tour managers who perform this function operate with a considerable level of autonomy or under limited supervision and guidance from others. They apply significant discretion and judgement within predefined organisational procedures. When on tour they take the lead role without supervision, only referring problems to the tourism operator when absolutely necessary. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
This unit must be assessed after the following prerequisite units: SITTGDE003A Coordinate and operate a tour SITTGDE004A Lead tour groups. |
Employability Skills Information
Employability skills |
The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the required performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge and/or the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
||
1 |
Manage touring arrangements. |
1.1 |
Manage all tour logistics taking a holistic approach to the whole touring program at all times. |
1.2 |
Conduct touring program according to the prearranged touring itinerary. |
||
1.3 |
Make forward reconfirmations and bookings progressively throughout the program. |
||
1.4 |
Reconfirm or arrange operational details progressively throughout the program. |
||
1.5 |
Reorganise and adjust touring arrangements when required within the scope of individual responsibility. |
||
1.6 |
Make major adjustments within budget according to controlling office guidelines. |
||
1.7 |
Make adjustments to touring arrangements in the context of the whole program. |
||
1.8 |
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 all those contributing to the operation of the program. |
2.2 |
Conduct negotiations in a businesslike and professional manner within the relevant cultural context. |
||
2.3 |
Conduct negotiations in the context of the entire touring program. |
||
2.4 |
Conduct negotiations to take account of the overall relationship between the organisation and the other stakeholders. |
||
2.5 |
Select communication and negotiation style appropriate to the circumstance. |
||
2.6 |
Use negotiation and communication techniques to maximise the chances of an acceptable outcome for all parties. |
||
2.7 |
Note and confirm accurately in writing all agreements as required by specific circumstances. |
||
2.8 |
Provide relevant information to the controlling office promptly and as required by organisation guidelines. |
||
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 and ensure customer satisfaction with the touring program. |
||
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 promptly and should conflict arise, take appropriate action to assist resolution. |
||
4 |
Solve problems that arise on tour. |
4.1 |
Identify and consider problems promptly from both an operational and customer service perspective in the context of the entire touring program. |
4.2 |
Initiate short-term action to resolve the immediate problem where appropriate. |
||
4.3 |
Analyse problems for any 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 the problem within the scope of individual authority and to ensure customer satisfaction. |
||
4.6 |
Consult the controlling office when required and appropriate to resolve problems outside scope of guidelines and responsibility. |
||
4.7 |
Take appropriate follow-up action to monitor the effectiveness of chosen solutions. |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the essential skills and knowledge and their level, required for this unit. |
The following skills must be assessed as part of this unit:
|
The following knowledge must be assessed as part of this unit:
|
Evidence Guide
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:
|
Context of and specific resources for assessment |
Assessment must ensure:
|
Methods of assessment |
A range of assessment methods should be used to assess the practical skills and knowledge required to manage extended touring programs. The following examples are appropriate for this unit:
|
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
|
|
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. |
Range Statement
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. |
|
Types of extended touring programs may include: |
|
Reconfirmations and bookings may be for any touring product or service component and may include: |
|
Operational details may include: |
|
Reorganisation and adjustment of touring arrangements may include: |
|
Controlling office refers to the tourism operator that has engaged the tour manager as its representative for the delivery of the tour and may include: |
|
Liaison and negotiation may be with: |
|
Problems may include: |
|
|
Unit Sector(s)
Sector |
Tourism |
Competency field
Competency field |
Guiding |