Assessment Requirements for SITTGDE011 Coordinate and operate tours

Release: 1

Assessment Requirements for SITTGDE011 Coordinate and operate tours

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

plan, coordinate and operate at least two tours for different groups that comprise at least four different products, services or sites

liaise with industry colleagues regarding tour operation, and reconfirmations and bookings for each of the product or service components in each of the above tours to ensure:

tours are conducted to schedule and include all advertised itinerary features

tours are conducted in a sustainable manner with minimal impact on culturally or environmentally sensitive areas

the safety of customers and colleagues

demonstrate procedures used to manage issues, situations and problems on tours to minimise negative impact on customers, including:

unexpected events

delays

environmental conditions

customer situations.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

types of tour itineraries and their common formats and inclusions:

adventure tour

city or rural tour

cultural tour

eco-tour

extended tour

half or full-day tour

special interest tour

product knowledge appropriate to the specific touring itinerary and its component products and services

main features of culturally or environmentally sensitive areas to be visited and minimal impact practices to protect and sustain these

tourism industry supplier networks and interrelationships that impact on the conduct of a multi-product and multi-site touring itinerary

reconfirmation and booking procedures for tour components:

accommodation venue

airline

attraction

catering provider

charter airline

cruise

ground transport

guided tour within attractions and sites

local tour guide

optional tour

restaurant

retail outlet

scenic flight

train

planning procedures relating to the delivery logistics of a multifaceted touring itinerary and the management processes to be undertaken before, during and on completion of a tour

tour practicalities and procedures that must be communicated to customers when relevant to the tour content:

availability of free time

cultural considerations

group rules and codes of behaviour

health and safety procedures

itinerary or program details:

route

schedule

highlights

regulations:

customs

immigration

luggage

procedures at tour stops

specific site procedures

organisational procedures and processes to address tour management issues and problems:

accident, injury or illness

breakdown

customer special needs

equipment and resource constraints

itinerary variations

language considerations

natural disaster

theft

legal and liability issues affecting guides:

domestic and relevant overseas consumer law regarding provision of services as advertised

duty of care.

Assessment Conditions

Skills must be demonstrated in an operational guiding environment that reflects the nature of tours commercially available in the relevant city or region. This can be:

a commercial environment where tours are coordinated and operated

a simulated commercial environment activity for which tours are coordinated and operated.

Assessment must ensure the access to:

equipment and resources required for the delivery of tours:

transport

venue access

customer and operational documentation to support the delivery of a multifaceted touring itinerary

real or simulated touring activities

customer groups of a size and nature that reflect the commercial environment in which the guide operates

participants undertaking a tour or activity for whom the individual can act as guide; these can be:

those participating in a tour or activity who interact with the individual during the assessment process; or

individuals who participate in role plays or simulated activities set up for the purpose of assessment in an operational touring context.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:

have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694