Unit of competency Outline

Date retreived
23/07/2026 5:02 AM AWST

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Provide arrival and departure assistance

Provide arrival and departure assistance

Unit of competency
National Code
SITTGDE302
State Code
WF690
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/01/2013
View on TGA
State Implementation and Classification
Approved Date
14/02/2014
Field of Education
080701 - Tourism
Original Release Date
14/02/2014
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to provide assistance to customers between transport terminals and accommodation. It requires the ability to check the customer’s arrival and departure information, reconfirm all operational aspects of the transportation and accommodation, and provide customers with accurate information.
Notes
Elements and Performance Criteria
1. Conduct arrival transfers for visitor groups or individuals.
  • 1.1 Check customer arrival information, and take action to deal with alterations or delays.
  • 1.2 Confirm transport details with transport supplier.
  • 1.3 Use identification techniques so that customers can locate the guide at the transport terminal.
  • 1.4 Make safe and appropriate use of terminal facilities.
  • 1.5 Record arrivals, no shows and other comments on relevant documentation.
  • 1.6 Establish and monitor baggage arrangements prior to customer arrival.
  • 1.7 Ensure correct number of baggage pieces and passengers are transported using appropriate checking procedures.
  • 1.8 Follow established procedures for lost baggage.
2. Deliver arrival information to visitors.
  • 2.1 Greet customers in a manner that encourages a positive response towards the guide, the company, the region and Australia in general.
  • 2.2 Provide customers with correct and adequate information and advice to introduce them to the local area.
3. Check in groups and individuals at accommodation.
  • 3.1 Brief customers on accommodation check in procedures.
  • 3.2 Offer friendly and efficient assistance with accommodation check in or facilitate check in on behalf of customers.
  • 3.3 Liaise with accommodation staff during check in to minimise any communication difficulties.
4. Conduct departure transfers for groups and individuals.
  • 4.1 Verify departure details in advance of transfer and take action to respond to variations.
  • 4.2 Organise customer departure to minimise disruption and take account of safety issues.
  • 4.3 Check details of departing passengers and ensure all are accounted for.
  • 4.4 Check baggage prior to departure using procedures that ensure that no items are left behind.
  • 4.5 Advise customers to check belongings prior to departure.
  • 4.6 Advise customers on transport terminal departure procedures, including safety requirements.
  • 4.7 Obtain feedback on products and services from customers and relay information to relevant people.
  • 4.8 Offer friendly and efficient assistance with transport check in or facilitate check in on behalf of customers.
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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Transport terminal may include:
air charter facilities
airports
bus and coach terminals
shipping ports or cruise ship terminals
train stations.
Terminal facilities may include:
airside access
communication systems between terminals and parking facilities
message boards
public address systems
special areas set aside for groups.
Information and advice to customers may relate to:
accommodation facilities
checkin procedures
forthcoming tour arrangements
transfer procedures
geography of hotel and immediate vicinity
local time
local weather
money exchange rates and facilities
overview of destination information
tipping
welcome and introduction.
Accommodation may include:
bed and breakfast
camping ground
caravan park
guesthouse
hotel
motel
resort.
Safety issuesmay relate to:
baggage as trip hazards
crowding in lobby areas
loading of baggage and passengers
parking of transfer vehicles
traffic considerations.
Procedures for departure may include:
duty free requirements
outgoing passenger cards
tax procedures.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
follow correct procedures at transport terminals and accommodation venues
communicate accurate and adequate information to customers
coordinate multiple arrival and departure activities using different operational details for different customer groups
coordinate arrival and departure activities across multiple transport terminals, relevant to the work location
demonstrate knowledge of transport terminals and facilities, and the procedures to be followed for arrivals and departures.
Context of and specific resources for assessment
Assessment must ensure use of:
operational transport terminals and accommodation venues (within security restrictions)
transport used by local industry for the conduct of transfers
accommodation venues
customer and operational arrival and departure information
customer groups of a size and nature that reflect the commercial environment in which the guide operates.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation of arrival and departure transfers conducted by the individual
review of documentation, such as passenger lists and baggage checklists completed by the individual
use of case studies and problemsolving to assess ability to respond effectively to problems that occur during arrivals and departures
written or oral questioning to assess knowledge of transport terminals, baggage procedures and travel documentation
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITTGDE301 Work as a guide
SITTGDE305 Develop and maintain the general and regional knowledge required by guides
SITTGDE401 Coordinate and operate tours.
Replaces
State Code National Code Title Type
S6435 SITTGDE002A Provide arrival and departure assistance Unit of competency
Replaced By
State Code National Code Title Type
AWR24 SITTGDE003 Provide arrival and departure assistance Unit of competency