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Elements and Performance Criteria

Required Skills

Required skills include

Note The following required skills should be applied as appropriate to the equipment and processes that are used in the particular winery or workplace

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

times of arrival and departure

other activities either side of the tour

objectives of tour

special needs and requests eg wheelchair access

conduct effective background research including uptodate 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

uneven surfaces steps pipes and hoses

liquid solid and gaseous chemical hazards

footwear eg flat practical shoes

fire and other emergency procedures

precautions against sunstroke

signing in and staying in a group

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 noncompliance and rectify andor report corrective action as required This may include

liaising with tour group leader

firmly and politely correcting visitor noncompliance

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

bottling and softpack filling equipment

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

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 nonemergency first aid eg 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 eg fire extinguishers

contacting first aiders and emergency services

calling for backup

splitting and managing the group

remaining calm and controlled

using problemsolving 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

selfevaluation 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

Required knowledge

Note The following required knowledge should be applied as appropriate to the equipment and processes that are used in the particular winery or workplace

ourpose and principles of conducting winery andor site tours

link to related work areas and activities

workplace policies and procedures with regard to

OHS of site visitors

emergency procedures

customer service

public relations and information transfer

personal presentation

winery andor site tours

customer complaints

workplace policies and procedures with regard to phylloxera including

the aphid and its effect on the vine

the threat to Australian vineyards and wine industry

resistant root stock

quarantine areas

method of infection eg vine cuttings soil machinery grape products and people

procedures to reduce the risk of spread

keeping visitors off vineyard and soil

cleaning vehicles

overshoes or disinfection of footwear

signs and fencing

principles and techniques in

problem solving

planning and organising

researching collating and summarising information

verbal presentation of information including visual aids and microphones as required

communication and body language

group facilitation

time management

conflict resolution

evaluation and review

signs of customer discomfort and corrective action required

brand and enterprise objectives

product range and services provided by the enterprise

information about enterprise operations including

brief history of Australian wine making

history of enterprise

unique or memorable information specific to the enterprise or site

wine and nonwine if applicable production methods and processes of the enterprise including

key vineyard techniques and purposes eg night harvesting

soil and climate characteristics eg terra rossa

the features and purpose of key processing equipment such as press fillers and fermenters

key vinification techniques and purposes eg barrel fermentation cool fermentation and oak treatment

key facts and figures eg litres per tank and number of bottles per year

procedures and responsibility for reporting problems

recording requirements and procedures

housekeeping requirements and procedures

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Assessment must be carried out in a manner that recognises the cultural and literacy requirements of the assessee and is appropriate to the work performed Competence in this unit must be achieved in accordance with food safety standards and regulations

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of ability to

establish composition and requirements of tour group prior to the tour

plan tour in advance including liaising with staff in areas to be visited preparation of handouts and ensuring availability of any required protective equipment for tour members

conduct welcome and pretour briefing including giving information on OHS and any other special procedures

conduct tour according to planned route and timing including answering questions and making presentations

monitor tour members during tour for OHS and security compliance

demonstrate knowledge and skill in emergency procedures including fire evacuation and situations requiring first aid This includes knowledge of and contact procedures for appropriate emergency resource personnel in the enterprise

seek feedback from tour members at the end of the tour and evaluate tour

Context of and specific resources for assessment

Assessment must occur in a real or simulated workplace where the assessee has access to

personal protective clothing and equipment as required

work procedures including advice on company practices safe work practices food safety quality and environmental requirements

instructions information specifications and schedules as required

equipment services and corresponding information as required

products and materials as required

internal and external customers and suppliers as required

cleaning procedures materials and equipment as required

documentation and recording requirements and procedures

Method of assessment

This unit should be assessed together with other units of competency relevant to the function or work role

Guidance information for assessment

To ensure consistency in ones performance competency should be demonstrated on more than one occasion over a period of time in order to cover a variety of circumstances cases and responsibilities and where possible over a number of assessment activities

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Policies and procedures	Work is carried out in accordance with workplace procedures, licensing requirements and legislative requirements
Workplace information	Workplace information can include: Standard Operating Procedures (SOPs) workplace policy and procedures in regard to conducting winery and/or site tours specifications work notes instructions or verbal direction from manager, supervisor or senior staff
Tour site	The tour site may be all or part of a winery or distillery and may include: vineyards cellar operations warehouse laboratory. The size, type and location of winery or production site may vary.
Tour clientele	Tour clientele may include: people from a range of social, cultural or ethnic backgrounds, age and physical and mental abilities. English may not be their first language VIPs wine industry personnel consumers
Products	Products may include: wines and spirits associated merchandise (e.g. corkscrews and glasses) enterprise promotional merchandise (e.g. clothing and souvenirs)
Team members	Team members may include: people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Staff	Staff may: be full-time, part-time or casual work in other areas of the enterprise
Working conditions	Working conditions may be: routine, busy or quiet
Information systems	Information systems may be: print or screen based
Equipment	Equipment may vary, but should include that which is required to conduct winery and/or site tours according to workplace policies and procedures, and may include: hard hats microphone visual aids specific technical equipment required to illustrate a point mobile phone water bottle
Presentations	Presentations may include: history of the enterprise history of production in Australia grape varieties viticultural year production methods production equipment bottling and packaging methods
Special arrangements	Special arrangements may include: a specialised product tasting provision of food presentation of detailed information from the winemaker arranging special privileges
Emergency situations	Emergency situations may include: accidents or sickness evacuations due to fire, gas leaks, chemical spill and bomb threats