REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit

Required knowledge

Regulations and codes of practice relevant when working with travel agencies and sales outlets

Relevant OHampS procedures and guidelines

Workplace procedures and policies for working with travel agencies and sales outlets

Overview of the Australian tourism industry and franchising arrangements

Australian and international transport industry guidelines relevant to working with travel agencies and sales outlets

Workplace products and services

Insurance and public liability relevant to working with travel agencies and sales outlets

Consumer laws and trade practice requirements relevant to working with travel agencies and sales outlets

Transport system fare structure and schedules

Advertising policies relevant to working with travel agencies and sales outlets

Equipment and materials used when working with travel agencies and sales outlets and procedures that should be followed in their use

Problems that may occur when working with travel agencies and sales outlets and appropriate action that can be taken to resolve the problems

Documentation and record requirements

Communication and negotiation requirements when working with travel agencies and sales outlets

Required skills

Communicate effectively with others when working with travel agencies and sales outlets

Read and interpret instructions procedures and information relevant to work with travel agencies and sales outlets

Interpret and follow operational instructions and prioritise work

Complete documentation when working with travel agencies and sales outlets

Carry out research activities required when working with travel agencies and sales outlets

Operate electronic communication equipment to required protocol

Work collaboratively with others when working with travel agencies and sales outlets

Network with others in travel agencies and sales outlets

Adapt appropriately to cultural differences in the workplace including modes of behaviour and interactions with others

Promptly report andor rectify any identified problems that may arise when working with travel agencies and sales outlets in accordance with workplace procedures

Implement contingency plans for unplanned events

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies risk situations and environments

Market and promote products and services

Create promotional layouts

Select and use relevant office and communications equipment and materials when working with travel agencies and sales outlets

Work systematically with required attention to detail

Operate and adapt to differences in equipment and service requirements in accordance with standard operating procedures

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

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

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include

a range of relevant exercises case studies andor other simulated practical and knowledge assessment andor

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments access is required to

relevant and appropriate materials and equipment and

applicable documentation including workplace procedures regulations codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests

Practical assessment must occur

through activities in an appropriately simulated environment at the registered training organisation andor

in an appropriate range of situations in the workplace

Work may be conducted:

Travel agencies and sales outlets could include:

Office equipment may include:

Information used when working with travel agencies and sales outlets may include:

Agency involvement with products and services may be:

Transport system services can include:

Contingency processes may involve:

Consultative processes may involve:

Communication in the work area may include:

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

Information/documents may include:

Applicable regulations and legislation may include: