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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Conduct arrival transfers for visitor groups or individuals.
  2. Deliver arrival information to visitors.
  3. Check in groups and individuals at accommodation.
  4. Conduct departure transfers for groups and individuals.

Required Skills

Required skills

communication skills to

liaise with customers and work colleagues on typical operational issues

use microphone techniques

initiative and enterprise skills to proactively identify and respond to operational or service challenges

literacy skills to

read and interpret customer and operational information

interpret tourism industry jargon including terminal and transport codes

record accurate customer arrival and departure information

numeracy skills to

count and check group members and the number of luggage pieces

use the hour clock

planning and organising skills to follow logical checking and scheduling processes

problemsolving skills to identify resolve or report typical operational challenges with arrival and departure transfers

teamwork skills to work cooperatively with colleagues in transport terminals and accommodation venues

technology skills to use online information services

Required knowledge

main arrival and departure points and facilities in the local area

guide identification techniques within transport terminals

baggage procedures at transport terminals and accommodation venues

lost baggage procedures at transport terminals

accommodation checkin procedures for various customer types

accommodation checkin procedures for various customer types

formats of standard customer travel documentation and terminology used including

rail air and bus tickets

accommodation and transfer vouchers

operational documentation eg itineraries

use of hour clock

legal obligations of tour operators and guides when providing arrival and departure transfers including public liability and the guides duty of care

work health and safety considerations at transport terminals and accommodation venues including those related to

baggage

safe movement of people traffic parking crowd control

security requirements

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

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

Evidence of the ability to

follow correct procedures at transport terminals and accommodation venues

communicate accurate and adequate information to customers

coordinate multiple arrival and departure activities using different operational details for different customer groups

coordinate arrival and departure activities across multiple transport terminals relevant to the work location

demonstrate knowledge of transport terminals and facilities and the procedures to be followed for arrivals and departures

Context of and specific resources for assessment

Assessment must ensure use of

operational transport terminals and accommodation venues within security restrictions

transport used by local industry for the conduct of transfers

accommodation venues

customer and operational arrival and departure information

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

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct observation of arrival and departure transfers conducted by the individual

review of documentation such as passenger lists and baggage checklists completed by the individual

use of case studies and problemsolving to assess ability to respond effectively to problems that occur during arrivals and departures

use of case studies and problemsolving to assess ability to respond effectively to problems that occur during arrivals and departures

written or oral questioning to assess knowledge of transport terminals baggage procedures and travel documentation

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

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

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector workplace and job role for example

SITTGDE Work as a guide

SITTGDE Develop and maintain the general and regional knowledge required by guides

SITTGDE Coordinate and operate tours


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.

Transport terminal may include:

air charter facilities

airports

bus and coach terminals

shipping ports or cruise ship terminals

train stations.

Terminal facilities may include:

airside access

communication systems between terminals and parking facilities

message boards

public address systems

special areas set aside for groups.

Information and advice to customers may relate to:

accommodation facilities

checkin procedures

forthcoming tour arrangements

transfer procedures

geography of hotel and immediate vicinity

local time

local weather

money exchange rates and facilities

overview of destination information

tipping

welcome and introduction.

Accommodation may include:

bed and breakfast

camping ground

caravan park

guesthouse

hotel

motel

resort.

Safety issuesmay relate to:

baggage as trip hazards

crowding in lobby areas

loading of baggage and passengers

parking of transfer vehicles

traffic considerations.

Procedures for departure may include:

duty free requirements

outgoing passenger cards

tax procedures.