Note: The following required skills should be applied as appropriate to the equipment and processes that are used in the particular winery or workplace. Ability to: access workplace information to identify tour requirements liaise with other work areas. These may include tasting area, public relations, winemaker, cellar, vineyard manager and hospitality coordinator apply a high standard of personal presentation. This may include personal hygiene, dress or uniform identify requirements of touring party. These may include: date times of arrival and departure other activities either side of the tour members objectives of tour special needs and requests (e.g. wheelchair access) conduct effective background research, including up-to-date and accurate information relevant to customer and enterprise objectives plan and prepare tour and supporting materials. This may include: mapping out route based on OHS requirements, site activities, weather, customer and enterprise tour objectives checking availability of OHS equipment, such as hard hats, first aid kits and mobile phones confirming availability and operation of microphones and other presentation equipment liaising with site staff and confirming availability of relevant expertise organising and briefing support staff as required preparing handouts and overhead projector slides preparing presentation content, location and timing preparing for special requests coordinating handovers of group to tasting or hospitality areas welcome and brief tour group. This may include: identifying group leader and confirming procedures and activities explaining itinerary, route and timing pointing out toilets indicating drink facilities inform tour members of enterprise OHS requirements and precautions before the tour. These may involve: forklift and other vehicle movements hard hats, safety glasses and ear plugs operating machinery wet floors uneven surfaces, steps, pipes and hoses liquid, solid and gaseous chemical hazards footwear (e.g. flat, practical shoes) fire and other emergency procedures precautions against sunstroke signing in and staying in a group children monitor tour group activities with regard to: enterprise OHS requirements and precautions observe any phylloxera quarantine requirements and processes. These may include: keeping tour groups off vineyards keeping to concrete surfaces, roads and paths providing overshoes providing disinfectant kits drawing tour groups attention to signs identify non-compliance and rectify and/or report corrective action as required. This may include: liaising with tour group leader firmly and politely correcting visitor non-compliance refusing to include one or more individuals in a tour, where appropriate arranging alternative activity for individuals left behind deliver presentations to tour group. This may include: including technical and specialised information appropriate to group using terminology and examples appropriate to the group storytelling techniques stopping to talk in safe, quiet, shaded locations inviting questions and clarification answering questions accurately and seeking relevant expertise as required utilising visual aids and production equipment including production expertise as required conveying positive body language projecting voice effectively including all of the group by means of eye contact and body language effective use of timing relating information to surroundings effective microphone techniques recognise key equipment on site and explain its features and purpose in the production process. Key equipment may include: receival hoppers crushers presses fermenters filters centrifuge casks bottling and softpack filling equipment labeller distillers provide special facilities as requested. These may include: meeting the winemaker seeing specific machinery in operation conducting a tasting of product during the production process accessing private parts of the winery monitor and maintain the welfare and comfort of tour members at all times. This may include monitoring for signs of: heat stress tiredness boredom sickness or injury and may include: providing water making more or less frequent stops stopping where seats are available changing the route and tour content providing non-emergency first aid (e.g. bandaids) deliver effective customer service deliver tour according to designated time scales maintain the safety and welfare of the group in an emergency situation. This may include: following evacuation procedures using emergency equipment (e.g. fire extinguishers) contacting first aiders and emergency services calling for backup splitting and managing the group remaining calm and controlled using problem-solving techniques identifying contingency plans evaluate the success of the tour and personal performance. This may include: actively seeking feedback from tour group and staff receiving negative and positive feedback handling criticism positively and professionally self-evaluation and review identifying areas for improvement and potential solutions record workplace information maintain work area to meet housekeeping standards work cooperatively within a culturally diverse workforce |