Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 38 Identifies OHS training needs accurately, based on regular workplace monitoring which may include: OHS policy and procedure induction training; coaching or mentoring in safe work practices; formal training programs in safe work practices; provision of information, fact sheets and signage to ensure safe work practices; formal training programs in safe work practices; provision of information, fact sheets and signage to ensure safe work practices; OHS representative or committee training; hazard identification and risk assessment, and control training. Makes timely arrangements for fulfilling training needs in consultation with appropriate management and according to organisational policy and procedures. Monitors effectiveness of training in the workplace and makes adjustments as required. Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 39 Completes OHS records and reports accurately and legibly, and stores according to organisational and legal requirements which may include: training action plans, training records, consultation records such as diaries of meetings, agendas and minutes, committee members, hazard identification records, risk assessments, risk control
Candidate’s name Assessor’s name Date Question 51 Describe how you plan and organise marketing and promotional activities. Question 52 When undertaking a general public relations role, what processes do you follow? Question 53 How do you review and report on the effectiveness of the promotional activities? Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 51 planning and organisational skills that relate to the conduct of marketing activities sales techniques high-level verbal communication skills high-level literacy Plans and schedules marketing and promotional activities according to a marketing plan or other organisational system. These activities may include: events, display and signage initiatives, trade and journalist familiarisations, limited product development within the scope of individual responsibility, market research, advertising, industry and public relations activities, web-based activities. Identifies, analyses and incorporates relevant market information into short-term planning. Information may include: marketing reports, sales reports, financial statistics, marketplace trends, competitive activity.
Record of Evidence for SITXOHS001A Follow health, safety and security procedures Candidate’s name Assessor’s name Date Question 54 Why do you have health, safety and security procedures at your workplace? Question 55 Describe the health and safety hazards in your workplace and explain what you have done in your workplace to ensure safe work practices have occurred. Question 56 Explain how you have dealt with an emergency situation at your workplace. Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 54 current OHS legislation codes of practice employer responsibilities employee responsibilities hazard identification and control workplace procedures safe work practices correct manual handling Knows of the legal requirement to provide a safe and healthy workplace for staff, visitors, contractors, customers. Understands safety hazards (risks to self, others). Appreciates the value of using PPE to minimise risks. Knows to report incidents and injuries. Question 55 Indoors/office – other workers and persons; agitated customers; other structures and equipment; noise; waste; rubbish; inadequate lighting; electrical hazards; lifting and carrying; heavy loads. Follows workplace safety practices model.
General Elective Units of Competency Record of Evidence for SITTTSL001A Operate an online information system Candidate’s name Assessor’s name Date Question 57 Describe how you access information online. Question 58 How do you check and download information? Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 57 basic keyboarding skills electronic file handling skills, including saving, copying and printing literacy skills to determine and correctly spell key search words and phrases and to read and follow online instructions for searching and downloading information Identifies information requirements. Identifies sources of information and accesses the correct online information systems in an efficient manner. These systems may include: internet, intranet, extranet, organisation-designed systems, state, federal and international government tourism authority information systems, computerised reservations systems. Selects appropriate search methods for the type of information required. Information may include: costs, rates, commissions payable, general destination information, general product information, transportation, accommodation, attractions, events and festivals, schedules for any tourism product or service, booking requirements. Uses key words and phrases to search for required information.
Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Interprets industry terminology and jargon including: use of 24-hour clock use of 3-letter city codes use of 2-letter operator codes use of room configuration types use of common abbreviations in each tourism product sector. Question 63 Presents information to customer. Advises customer of any promotions. Presents alternative options. Discusses benefits with customer. Applies sales techniques including: top down – describes features and benefits from the most expensive down up-selling – advises customer of upgrade options offering alternatives – provides information on other services, asking for customer’s preference suggestive selling – provides information regarding additional services and products to customer selling of benefits to customer – highlights product’s features and benefits. Overcomes customer objections or questions. Summarises options.
Page intentionally blank Record of Evidence for: SITTTSL009A Process travel-related documentation SITTTSL010A Control reservations or operations using a computerised system Note to assessor Competence in SITTTSL009A Process and travel-related documentation cannot be claimed until the following prerequisite has been met – SITTTSL002A Access and interpret product information. Tick this box to indicate that the prerequisite for this unit has been met. Candidate’s name Assessor’s name Date Question 71 Having booked the customer’s travel, how do you generate and process all the required documents – both for the customer and the supplier? Question 72 Discuss the computer reservation system you use to process bookings. How do you access the system, process the reservation, and issue confirmation? Question 73 Discuss how you use a computerised reservation system to manage the accounting processes of a customer’s file. What reports do you use from the reservation system to meet sales and operational needs? Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 71 workplace procedures and guidelines preferred supplier arrangements principles of reservations and bookings legal and ethical requirements Identifies processing timeframes and deadlines. Confirms customer details (from quote). Confirms products sold (type, dates) and identifies sources of general information required to issued documents which may be from: brochures, contracts, CRS, database, internet, airline schedules, and fares.
Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 72 Accesses system using logon and password. Checks availability of product/service within the system. Sources alternatives if customer’s first choice is not available. Creates new reservation. Inputs customer details and checks accuracy of data. Ensures all mandatory fields are completed. Confirms reservation. Downloads/prints reservation details, pro formas, tickets or vouchers. Exits system. Sends documents to customer.
Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 73 CRS is used for sales or operational needs which may include: sales providing destination and product information, booking products and services, issuing documentation, issuing air tickets etc. Processes financial transactions, issues invoices/credit notes. Reconciles all financial transactions (receipts, payments, refunds). Reports may be: sales, accounting, reservations, and cost comparisons for product suppliers, usage rates for product suppliers. Record of Evidence for SITTTSL007A Receive and process reservations Candidate’s name Assessor’s name Date Question 74 Discuss how you processed a reservation for a customer, and who you notified. Question 75 How have you used reservation reports or statistics for marketing or selling strategies?
Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. EMA – extra mileage allowance – extra mileage surcharge divides TPM by MPM understands percentage scale for calculating applies correctly to fares applies rounding. HIPs – higher intermediate points applies BHC and CTM BHC – one-way backhaul checks CTM – circle trip minimum fare checks applies IATA rules increases constructed fares by amount of difference between CF and RT add ons Correctly interprets and explains codes. Must include coverage of the following types of fares: sector, open dated and surface segments, intermediate points. Taxes and fees may include: domestic head tax, noise tax, fuel surcharge, Q surcharge, GST, various service fees including: transaction fees, loyalty program redemption fee, courier fee, credit card fee, communication fee, air itinerary preparation fee. Discusses a range of promotional airfares and nett fares.
Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Confirms fare rules, demonstrating in-depth knowledge of available promotional fares, applicable rules and conditions. Checks the constructed airfare to ensure it has been costed accurately and complies with the applicable conditions. Records full details of the calculated fare which may involve manual or linear format.
Page intentionally blank Guide 1 Unit Code Unit Title SITXADM001A Perform office procedures SITXCOM001A Work with colleagues and customers SITXCOM002A Work in a socially diverse environment (Note: The evidence for this could be incorporated into Guides 2 and 3.) 1. Provide a portfolio of documents or correspondence that you have created. This may include: mail customer records incoming and outgoing correspondence files letters facsimiles memos reports menus financial records invoices receipts. Your evidence should include examples of internal communications with colleagues. 2. Describe the organisation’s processes and procedures for: processing office documents safe use of office equipment identification and reporting of equipment malfunctions standards for correspondence completion of office administrative activities, eg job roles, specifications, duties and operations, eg filing, storage and security of documents personal presentation standards customer complaints.