Unit of competency Outline
Date retreived
22/07/2026 1:24 PM AWST
22/07/2026 1:24 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Coordinate and operate a tour
Coordinate and operate a tour
Unit of competency
National Code
SITTGDE003A
SITTGDE003A
State Code
S6436
S6436
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
27/10/2008
Field of Education
080701 - Tourism
Original Release Date
27/10/2008
Nominal Hours
60
Description
This unit describes the performance outcomes, skills and knowledge required to conduct a tour including multiple products, services and sites. It requires the ability to manage the tour logistics of a prearranged tour itinerary. The coordination of the delivery of the tour requires significant planning and organisational skills as well as the ability to liaise with suppliers and industry colleagues to maximise tour efficiency and customer service quality. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.The additional skills required to cohesively operate an extended tour covering multiple destinations and overnight stays are covered in SITTGDE005A Manage extended touring programs.SITTGDE004A Lead tour groups, focuses on the communication, leadership and conflict resolution skills required by guides and on the ability to coordinate the movement of groups.
Notes
Elements and Performance Criteria
1 Plan the logistics of tour delivery.
- 1.1 Plan the delivery of the tour according to briefing information or documentation from the tourism operator.
- 1.2 Identify hazards for customers and delivery personnel for all touring components, conduct a risk assessment and incorporate controls into management of tour logistics.
- 1.3 Make tour preparations and consider specific issues to ensure customer needs are met.
- 1.4 Prioritise and action tasks required for tour preparation and conduct, in advance of tour commencement.
2 Brief and assist customers.
- 2.1 Welcome customers to the tour and provide an accurate briefing on tour practicalities and procedures.
- 2.2 Provide additional information and assistance to customers to enhance enjoyment of the tour.
3 Liaise with industry colleagues.
- 3.1 Liaise with industry colleagues to achieve smooth operation of the tour.
- 3.2 Action requests from industry colleagues promptly and willingly wherever possible.
- 3.3 Request assistance politely when required.
- 3.4 Make agreements about individual and joint responsibilities during the tour.
- 3.5 Make forward reconfirmations and bookings with suppliers in an accurate and timely manner.
- 3.6 Interpret documentation from other organisations correctly and apply appropriately.
4 Manage the itinerary.
- 4.1 Conduct the tour to schedule and include all features as set down in the itinerary.
- 4.2 Advise customers courteously and sensitively about unavoidable changes to itinerary.
- 4.3 Re-plan the itinerary promptly when necessary to ensure all purchased inclusions or their equivalents are delivered and disruption to customers is minimised.
- 4.4 Advise industry colleagues and suppliers affected by changes promptly and according to company procedures.
- 4.5 Maintain contact with those fixing the problem when itinerary delays occur and employ negotiation techniques to minimise time delay and negative impact on customers.
- 4.6 Keep customers accurately informed of reasons for delays and actions being taken to manage delays.
5 Deal with unexpected events.
- 5.1 Implement contingency plans without delay when unexpected events occur.
- 5.2 Assess the situation and select appropriate action promptly.
- 5.3 Follow company procedures strictly in the case of accidents or where safety of customers or colleagues may be threatened.
- 5.4 Identify and access sources of assistance promptly.
- 5.5 Amend tour to minimise impact on customer enjoyment.
6 Debrief tour.
- 6.1 Provide accurate and complete tour reports according to organisation guidelines.
- 6.2 Provide accurate customer and personal feedback and other information to the company to assist with future improvements.
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 in the performance criteria is detailed below.
The tour may be a:
half or full-day tour
extended tour
city or rural tour
cultural tour
ecotour
adventure tour
special interest tour.
Briefing information or documentation from the tourism operator may include:
customer information
itinerary information
supplier information
special request notes
tickets, vouchers or other travel documentation for guide and group
supplier contact details
optional tour information
financial documents
promotional materials.
Risk assessment may involve assessment of:
customers' abilities to fully engage in all activities (e.g. customer health issues)
blocked, inaccessible tour routes
health or safety hazards associated with weather and exposure, e.g. insufficient shade or protection from rain
health or safety hazards associated with insufficient distance or protection from local wildlife
crowd-related issues
health or safety hazards associated with activities to be undertaken
the cultural or environmental sensitivity of areas to be visited and use of minimal impact practices to protect and sustain these
potential service delivery difficulties
tight timing or scheduling.
Consideration of specific issues to ensure customer needs are met must include:
type of customers
customer special needs
size of tour group
length of tour
specific itinerary requirements
special requests
style of commentary required
location of tour
climate
equipment and resources required
environmental and cultural considerations
language considerations.
Tour practicalities and procedures to be communicated must include:
tour itinerary or program, including route, schedule and highlights
availability of free time
health and safety procedures
local culture, customs and security
local regulations, including:
customs
immigration
luggage
specific site procedures
procedures at tour stops
any group rules, regulations and codes of behaviour
the cultural or environmental sensitivity of areas to be visited and use of minimal impact practices to protect and sustain these.
Additional information and assistance that may be provided to customers may include:
local events and activities
options for free time activities
optional tours and costs
general directions
local facilities.
Industry colleagues may include:
host communities
coach drivers
tour managers
local guides
airlines
tour operators
product suppliers, including hotels, restaurants, attractions and retail locations
land managers and other statutory authorities
tour company office.
Reconfirmations and bookings may be for any touring product or service component and may include:
accommodation venue
restaurant
catering provider
ground transport
airline
charter airline
scenic flight
train
retail outlet
attraction
guided tour within attractions and sites
cruise
local tour guide
optional tour.
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 in the performance criteria is detailed below.
The tour may be a:
half or full-day tour
extended tour
city or rural tour
cultural tour
ecotour
adventure tour
special interest tour.
Briefing information or documentation from the tourism operator may include:
customer information
itinerary information
supplier information
special request notes
tickets, vouchers or other travel documentation for guide and group
supplier contact details
optional tour information
financial documents
promotional materials.
Risk assessment may involve assessment of:
customers' abilities to fully engage in all activities (e.g. customer health issues)
blocked, inaccessible tour routes
health or safety hazards associated with weather and exposure, e.g. insufficient shade or protection from rain
health or safety hazards associated with insufficient distance or protection from local wildlife
crowd-related issues
health or safety hazards associated with activities to be undertaken
the cultural or environmental sensitivity of areas to be visited and use of minimal impact practices to protect and sustain these
potential service delivery difficulties
tight timing or scheduling.
Consideration of specific issues to ensure customer needs are met must include:
type of customers
customer special needs
size of tour group
length of tour
specific itinerary requirements
special requests
style of commentary required
location of tour
climate
equipment and resources required
environmental and cultural considerations
language considerations.
Tour practicalities and procedures to be communicated must include:
tour itinerary or program, including route, schedule and highlights
availability of free time
health and safety procedures
local culture, customs and security
local regulations, including:
customs
immigration
luggage
specific site procedures
procedures at tour stops
any group rules, regulations and codes of behaviour
the cultural or environmental sensitivity of areas to be visited and use of minimal impact practices to protect and sustain these.
Additional information and assistance that may be provided to customers may include:
local events and activities
options for free time activities
optional tours and costs
general directions
local facilities.
Industry colleagues may include:
host communities
coach drivers
tour managers
local guides
airlines
tour operators
product suppliers, including hotels, restaurants, attractions and retail locations
land managers and other statutory authorities
tour company office.
Reconfirmations and bookings may be for any touring product or service component and may include:
accommodation venue
restaurant
catering provider
ground transport
airline
charter airline
scenic flight
train
retail outlet
attraction
guided tour within attractions and sites
cruise
local tour guide
optional tour.
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to plan for and operate the tour logistics of prearranged tour itineraries, comprising multiple products, services and sites in a safe and environmentally protective manner
knowledge of the tourism industry, supplier networks and interrelationships that impact on the conduct of a multi-product, multi-site touring itinerary
procedures for reconfirmation of touring components and mechanisms for solving situations and problems on tour
coordinating and operating multiple tours to ensure consistency of performance
delivery of multifaceted tours of a duration that reflect local industry product and practice, such as half-day tour and full-day tour
coordinating and operating multifaceted tours to a number of locations and destinations within the city or region in which the guide works or is training to work, including coverage of a range of full and half-day tours popular and available in that location e.g. half-day city tours or tours to regional destinations.
Context of and specific resources for assessment
Assessment must ensure:
planning for and operating multifaceted tours within commercially realistic touring environments, including all operational elements of a commercial tour
access to equipment and resources required for the delivery of tours, e.g. transport and venue access
interaction with and involvement of a tourism operator for whom the tours are being conducted
interaction with customer groups of a size and nature that reflect the commercial environment in which the guide operates
use of industry-current customer and operational documentation to support the delivery of a multifaceted touring itinerary.
Methods of assessment
A range of assessment methods should be used to assess the practical skills and knowledge required to coordinate and operate a tour. The following examples are appropriate for this unit:
direct observation of organisational and tour management skills by participating in a tour conducted by the candidate
review of tour preparation notes or tour reports prepared by the candidate
problem-solving case studies to assess ability to apply contingency and risk management skills to a range of different touring situations and problems
written and oral questioning or interview to test knowledge of industry networks, tour management procedures and legal issues affecting tour management
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SITTGDE004A Lead tour groups
SITTGDE005A Manage extended touring programs
SITTGDE006A Prepare and present tour commentaries or activities.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to plan for and operate the tour logistics of prearranged tour itineraries, comprising multiple products, services and sites in a safe and environmentally protective manner
knowledge of the tourism industry, supplier networks and interrelationships that impact on the conduct of a multi-product, multi-site touring itinerary
procedures for reconfirmation of touring components and mechanisms for solving situations and problems on tour
coordinating and operating multiple tours to ensure consistency of performance
delivery of multifaceted tours of a duration that reflect local industry product and practice, such as half-day tour and full-day tour
coordinating and operating multifaceted tours to a number of locations and destinations within the city or region in which the guide works or is training to work, including coverage of a range of full and half-day tours popular and available in that location e.g. half-day city tours or tours to regional destinations.
Context of and specific resources for assessment
Assessment must ensure:
planning for and operating multifaceted tours within commercially realistic touring environments, including all operational elements of a commercial tour
access to equipment and resources required for the delivery of tours, e.g. transport and venue access
interaction with and involvement of a tourism operator for whom the tours are being conducted
interaction with customer groups of a size and nature that reflect the commercial environment in which the guide operates
use of industry-current customer and operational documentation to support the delivery of a multifaceted touring itinerary.
Methods of assessment
A range of assessment methods should be used to assess the practical skills and knowledge required to coordinate and operate a tour. The following examples are appropriate for this unit:
direct observation of organisational and tour management skills by participating in a tour conducted by the candidate
review of tour preparation notes or tour reports prepared by the candidate
problem-solving case studies to assess ability to apply contingency and risk management skills to a range of different touring situations and problems
written and oral questioning or interview to test knowledge of industry networks, tour management procedures and legal issues affecting tour management
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SITTGDE004A Lead tour groups
SITTGDE005A Manage extended touring programs
SITTGDE006A Prepare and present tour commentaries or activities.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C4876 | THTFTG04B | Coordinate and operate a tour | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WF698 | SITTGDE401 | Coordinate and operate tours | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S611 | SIT40107 | Certificate IV in Tourism (Guiding) | Qualification |