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

ability to conduct a safetybased risk assessment and implement appropriate hazard controls

interpretation of the specific needs of customers and any specific services previously promoted or confirmed to them

interpretation of tourism industry jargon especially product codes

use of the hour clock for itinerary timings

highlevel communication skills to communicate with customers industry colleagues and suppliers about touring logistics and sometimes complex issues such as itinerary changes

literacy skills to read and interpret customer and operational information such as travel vouchers customer and technical itineraries and briefing instructions provided by tourism operators

writing skills to complete documents such as hazard identifications risk assessments tour reports and written reconfirmations of touring arrangements accurately and legibly

numeracy skills to calculate tour component times and translate from the hour to hour clock for customer use

The following knowledge must be assessed as part of this unit

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

the key features of culturally or environmentally sensitive areas to be visited and use of fundamental minimal impact practices to protect and sustain these

tourism industry supplier networks and interrelationships that impact on the conduct of a multiproduct and multisite touring itinerary

industry reconfirmation and booking procedures for tour components

legal and liability issues affecting guides specifically in relation to domestic and relevant overseas consumer law regarding provision of services as advertised

indepth knowledge of 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 management problems and strategies to address these

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 TrainingPackage

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

Evidence of the following is essential

ability to plan for and operate the tour logistics of prearranged tour itineraries comprising multiple products services and sites in a safe and environmentally protective manner

knowledge of the tourism industry supplier networks and interrelationships that impact on the conduct of a multiproduct multisite touring itinerary

procedures for reconfirmation of touring components and mechanisms for solving situations and problems on tour

coordinating and operating multiple tours to ensure consistency of performance

delivery of multifaceted tours of a duration that reflect local industry product and practice such as halfday tour and fullday tour

coordinating and operating multifaceted tours to a number of locations and destinations within the city or region in which the guide works or is training to work including coverage of a range of full and halfday tours popular and available in that location eg halfday city tours or tours to regional destinations

Context of and specific resources for assessment

Assessment must ensure

planning for and operating multifaceted tours within commercially realistic touring environments including all operational elements of a commercial tour

access to equipment and resources required for the delivery of tours eg transport and venue access

interaction with and involvement of a tourism operator for whom the tours are being conducted

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

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

Methods of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to coordinate and operate a tour The following examples are appropriate for this unit

direct observation of organisational and tour management skills by participating in a tour conducted by the candidate

review of tour preparation notes or tour reports prepared by the candidate

problemsolving case studies to assess ability to apply contingency and risk management skills to a range of different touring situations and problems

written and oral questioning or interview to test knowledge of industry networks tour management procedures and legal issues affecting tour management

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SITTGDEA Lead tour groups

SITTGDE004A Lead tour groups

SITTGDEA Manage extended touring programs

SITTGDE005A Manage extended touring programs

SITTGDEA Prepare and present tour commentaries or activities

SITTGDE006A Prepare and present tour commentaries or activities.

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

The tour may be a:

Briefing information or documentation from the tourism operator may include:

Risk assessment may involve assessment of:

Consideration of specific issues to ensure customer needs are met must include:

Tour practicalities and procedures to be communicated must include:

Additional information and assistance that may be provided to customers may include:

Industry colleagues may include:

Reconfirmations and bookings may be for any touring product or service component and may include: