Work must be carried out in accordance with workplace requirements and relevant trade practices regulations.

Work is performed individually, and skills are required to work within a team environment. It involves the application of regulatory requirements and workplace procedures when working with travel agencies and sales outlets in the transport and allied industries.

ELEMENT

PERFORMANCE CRITERIA

1Establish and maintain network of travel agencies and sales outlets

1.1 Agency and outlet requests for the transport system services and tourist information are addressed

1.2 Agency and outlet sales of tickets and services are promoted

1.3 Agency and outlet concerns and complaints are investigated and addressed to achieve a satisfactory resolution

2Develop and negotiate the sales of tour packages

2.1 Travel industry personnel within the workplace are consulted in the development of tour packages to be distributed through agencies and sales outlets

2.2 Distribution rights are negotiated with wholesale and retail travel industry agencies for tour packages developed

3Monitor and report tour packages sales

3.1 Travel agency and outlet sales of products are managed and controlled to ensure maximum sales and efficiency

3.2 Tour packages are evaluated for popularity and profitability and appropriate recommendations for change prepared

4Review and negotiate agency and outlet agreements

4.1 Existing agency and outlet agreements are monitored and reviewed for effectiveness and appropriate new agreements are recommended where necessary

4.2 Distribution of tour packages is negotiated with wholesalers according to workplace policy and procedures

5Communicate and promote products and services to agencies and sales outlets

5.1 Products for travel shelf packages are recommended according to workplace product suitability

5.2 Sales outlets and agents are informed of changes to passenger services as quickly as possible

5.3 Travel agency and outlet sales of products are promoted to ensure maximum exposure and sales

5.4 Advertising and promotional activities to develop new businesses are established in accordance with workplace budgets and timeframes

5.5 Promotional material is distributed to travel agencies and outlets

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 OH&S 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 and/or 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 and/or other simulated practical and knowledge assessment, and/or

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 written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment at the registered training organisation, and/or

in an appropriate range of situations in the workplace

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Work may be conducted:

in a range of work environments

Travel agencies and sales outlets could include:

individual agencies and outlets

agency and outlet franchise groups

agency and outlet networks

wholesalers

specific product retailers

general travel retailers

Office equipment may include:

relevant communications equipment and computer software and hardware

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

market trend information

customer requirements regarding tour packages

agency and outlet agreements

workplace budget and business objectives information

Agency involvement with products and services may be:

governed by contractual agreement

Transport system services can include:

air

bus

ferry

coach

tram

rail

Contingency processes may involve:

plans for unforeseen changes to travel arrangements

providing services and tour packages for passengers with special needs

Consultative processes may involve:

other workplace personnel

supervisors and managers

representatives of travel agencies and sales outlets

official representatives

Communication in the work area may include:

phone

fax

email/internet

electronic data interchange (EDI)

radio

oral, aural or signed communications

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

company procedures

enterprise procedures

organisational procedures

established procedures

Information/documents may include:

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

work instructions, job description and induction materials

requests directly from agency or sales outlet

agency, outlet or client concerns or complaints

information related to advertising and promotional activities within the industry

agency and outlet agreements

manufacturers specifications for office and communications equipment and materials

relevant OH&S requirements and policies

relevant codes of practice and regulations

award, enterprise bargaining agreement and other industrial arrangements

customer service and quality assurance procedures

emergency procedures

Applicable regulations and legislation may include:

relevant codes and regulations pertaining to work with travel agencies and sales outlets, including trade practices requirements

relevant state/territory OH&S legislation

workplace relations regulations including equal opportunity, equal employment opportunity and affirmative action legislation

workers compensation regulations

This unit contains employability skills.