1. Develop local knowledge
   • Identify and access appropriate sources of information on the local area.
   • Record and file information for further use as appropriate and in accordance with enterprise procedures.
   • Identify and obtain the types of information commonly requested by customers.
2. Update local knowledge
   • Identify and use opportunities to update local knowledge.
   • Share updated knowledge with customers and colleagues as appropriate and incorporate into day-to-day working activities.

Not applicable

Essential Knowledge and Skills to be Assessed

The following knowledge and skills must be assessed as part of this unit

sources of information for enterprise and local knowledge

general knowledge of the enterprise local attractions events transport options general visitor facilities including shopping currency exchanges post offices banks emergency services

Linkages to Other Units

This unit underpins effective performance in a range of other units and combined training and assessment may be appropriate Examples include

THHBHB Provide housekeeping services to guests

THHBH01B Provide housekeeping services to guests

THHBFB Provide porter services

THHBF010B Provide porter services

THHBFB Provide accommodation reception services

THHBF02B Provide accommodation reception services

WRRSB Advise on products and services

Many other units in the Attractions and Theme Parks Section

Critical Aspects of Assessment

Evidence of the following is critical

ability to source accurate and current information on the local area

general knowledge of the local area sufficient to answer commonly asked customer questions as relevant to the job role

Context of Assessment and Resource Implications

Assessment must ensure

project or work activities that allow the candidate to respond to a range of commonly asked customer questions

Assessment Methods

Assessment methods must be chosen to ensure that the application of knowledge to different customer service situations can be practically demonstrated Methods must include assessment of knowledge as well as assessment of practical skills

The following examples are appropriate for this unit

project to research information on local area

direct observation of the candidate using local knowledge to answer customer questions

oral or written questions to assess knowledge of local information and information sources

roleplay to provide information for variety of different customers

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

Key Competencies in this Unit

Key Competencies are an integral part of all workplace competencies The table below describes those applicable to this unit Trainers and assessors should ensure that they are addressed in training and assessment

Level Perform Level Administer and Manage Level Design and Evaluate

Key Competencies

Collecting Organising and Analysing Information

For example

Organising the enterprises local information folder

Communicating Ideas and Information

For example

Explaining the location of the nearest bus stop to a customer

Planning and Organising Activities

For example

Contacting local attractions to request information brochures for display

Working with Others and in Teams

For example

Assisting a colleague to answer a customer question

Using Mathematical Ideas and Techniques

For example

Calculating the amount of time to reach a local attraction

Solving Problems

For example

Helping a lost customer who speaks very little English

Using Technology

For example

Using the phone or internet to source information on the local area

Essential Knowledge and Skills to be Assessed

The following knowledge and skills must be assessed as part of this unit

sources of information for enterprise and local knowledge

general knowledge of the enterprise local attractions events transport options general visitor facilities including shopping currency exchanges post offices banks emergency services

Linkages to Other Units

This unit underpins effective performance in a range of other units and combined training and assessment may be appropriate Examples include

THHBHB Provide housekeeping services to guests

THHBH01B Provide housekeeping services to guests

THHBFB Provide porter services

THHBF010B Provide porter services

THHBFB Provide accommodation reception services

THHBF02B Provide accommodation reception services

WRRSB Advise on products and services

Many other units in the Attractions and Theme Parks Section

Critical Aspects of Assessment

Evidence of the following is critical

ability to source accurate and current information on the local area

general knowledge of the local area sufficient to answer commonly asked customer questions as relevant to the job role

Context of Assessment and Resource Implications

Assessment must ensure

project or work activities that allow the candidate to respond to a range of commonly asked customer questions

Assessment Methods

Assessment methods must be chosen to ensure that the application of knowledge to different customer service situations can be practically demonstrated Methods must include assessment of knowledge as well as assessment of practical skills

The following examples are appropriate for this unit

project to research information on local area

direct observation of the candidate using local knowledge to answer customer questions

oral or written questions to assess knowledge of local information and information sources

roleplay to provide information for variety of different customers

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

Key Competencies in this Unit

Key Competencies are an integral part of all workplace competencies The table below describes those applicable to this unit Trainers and assessors should ensure that they are addressed in training and assessment

Level Perform Level Administer and Manage Level Design and Evaluate

Key Competencies

Collecting Organising and Analysing Information

For example

Organising the enterprises local information folder

Communicating Ideas and Information

For example

Explaining the location of the nearest bus stop to a customer

Planning and Organising Activities

For example

Contacting local attractions to request information brochures for display

Working with Others and in Teams

For example

Assisting a colleague to answer a customer question

Using Mathematical Ideas and Techniques

For example

Calculating the amount of time to reach a local attraction

Solving Problems

For example

Helping a lost customer who speaks very little English

Using Technology

For example

Using the phone or internet to source information on the local area

This unit applies to all tourism and hospitality sectors. The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.