Unit of competency Outline
Date retreived
22/07/2026 10:27 PM AWST
22/07/2026 10:27 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.
Provide arrival and departure assistance
Provide arrival and departure assistance
Unit of competency
National Code
SITTGDE002A
SITTGDE002A
State Code
S6435
S6435
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
20
Description
This unit describes the performance outcomes, skills and knowledge to offer arrival and departure 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. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1 Conduct arrival transfers for visitor groups or individuals.
- 1.1 Check and note customer arrival information accurately, and implement promptly any action required to deal with alterations in schedule or delays.
- 1.2 Confirm transport for the correct time and place with transport supplier.
- 1.3 Employ identification techniques that allow customers to locate the guide at the transport terminal.
- 1.4 Use available terminal facilities correctly and fully to assist in meeting customers.
- 1.5 Use passenger lists to accurately and legibly record arrivals, no-shows and other comments.
- 1.6 Establish and monitor arrangements for the transport of baggage from the terminal prior to the arrival of the customer.
- 1.7 Use checking procedures to ensure the correct number of baggage pieces and passengers are transported.
- 1.8 Follow established procedures for lost baggage promptly and correctly.
2 Deliver arrival information to visitors.
- 2.1 Greet customers in a manner that encourages positive feelings of goodwill 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 to minimise confusion and time delay on arrival at accommodation venue.
- 3.2 Offer customers 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 between customers and accommodation staff.
4 Conduct departure transfers for groups and individuals.
- 4.1 Verify departure details with carriers prior to commencement of transfer and take action according to a contingency plan if changes in schedule or other problems occur.
- 4.2 Organise customers for departure from accommodation in a manner that minimises disruption in the hotel lobby.
- 4.3 Use passenger lists to accurately check details of all 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 for accommodation keys, items stored securely by the accommodation venue, tickets and passports.
- 4.6 Advise customers correctly regarding procedures for any taxes, duty free requirements, outgoing passenger cards and general procedures that apply to departure from transport terminal.
- 4.7 Obtain feedback on products and services courteously from customers and relay information accurately to the company.
- 4.8 Offer customers friendly and efficient assistance with transport check-in at the terminal or facilitate check-in on behalf of customers.
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.
Transport terminals may include:
airports
air charter facilities
bus and coach terminals
train stations
shipping ports or cruise ship terminals.
Terminal facilities to be used may include:
public address systems
airside access
special areas set aside for groups
message boards
communication systems between terminals and parking facilities.
Information and advice to customers may include:
general welcome and introduction
details of transfer procedures
details of check-in procedures
details of forthcoming tour arrangements
local time
local weather
money exchange rates and facilities
tipping
accommodation facilities
geography of hotel and immediate vicinity
overview destination information.
Accommodation may include:
hotel
guesthouse
motel
resort
bed and breakfast
caravan park
camping grounds.
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.
Transport terminals may include:
airports
air charter facilities
bus and coach terminals
train stations
shipping ports or cruise ship terminals.
Terminal facilities to be used may include:
public address systems
airside access
special areas set aside for groups
message boards
communication systems between terminals and parking facilities.
Information and advice to customers may include:
general welcome and introduction
details of transfer procedures
details of check-in procedures
details of forthcoming tour arrangements
local time
local weather
money exchange rates and facilities
tipping
accommodation facilities
geography of hotel and immediate vicinity
overview destination information.
Accommodation may include:
hotel
guesthouse
motel
resort
bed and breakfast
caravan park
camping grounds.
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:
conduct of arrival and departure transfers and ability to follow correct procedures at transport terminals and accommodation venues
effective communication of information to customers
coordination of multiple arrival and departure activities using different operational details for different customer groups to ensure consistency of performance
coordination of arrival and departure activities across multiple transport terminals, as applicable to the guide's location, to ensure that skills can be adapted to different terminal environments e.g. in a major city all terminals and types would be covered, in a regional location the available types of terminals would be covered.
Context of and specific resources for assessment
Assessment must ensure:
coordination of arrival and departure activities within fully operational transport terminals and accommodation venues, where security requirements permit
access to and use of transport of a style used by local industry for the conduct of transfers
involvement of transport suppliers and accommodation venues
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 arrival and departure process.
Methods of assessment
A range of assessment methods should be used to assess the practical skills and knowledge required to offer arrival and departure assistance. The following examples are appropriate for this unit:
direct observation of complete arrival and departure transfers conducted by the candidate
review of arrival and departure assistance activities undertaken as part of industry placement and training with an industry operator
review of documentation, such as passenger lists and baggage checklists recorded by the candidate
case studies and problem-solving to assess ability to respond effectively to problems that occur during arrivals and departures
written and oral questioning or interview to test knowledge of transport terminals, baggage procedures and travel documentation
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:
SITTGDE003A Coordinate and operate a tour
SITTGDE007A Develop and maintain the general and regional knowledge required by guides.
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:
conduct of arrival and departure transfers and ability to follow correct procedures at transport terminals and accommodation venues
effective communication of information to customers
coordination of multiple arrival and departure activities using different operational details for different customer groups to ensure consistency of performance
coordination of arrival and departure activities across multiple transport terminals, as applicable to the guide's location, to ensure that skills can be adapted to different terminal environments e.g. in a major city all terminals and types would be covered, in a regional location the available types of terminals would be covered.
Context of and specific resources for assessment
Assessment must ensure:
coordination of arrival and departure activities within fully operational transport terminals and accommodation venues, where security requirements permit
access to and use of transport of a style used by local industry for the conduct of transfers
involvement of transport suppliers and accommodation venues
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 arrival and departure process.
Methods of assessment
A range of assessment methods should be used to assess the practical skills and knowledge required to offer arrival and departure assistance. The following examples are appropriate for this unit:
direct observation of complete arrival and departure transfers conducted by the candidate
review of arrival and departure assistance activities undertaken as part of industry placement and training with an industry operator
review of documentation, such as passenger lists and baggage checklists recorded by the candidate
case studies and problem-solving to assess ability to respond effectively to problems that occur during arrivals and departures
written and oral questioning or interview to test knowledge of transport terminals, baggage procedures and travel documentation
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:
SITTGDE003A Coordinate and operate a tour
SITTGDE007A Develop and maintain the general and regional knowledge required by guides.
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 |
|---|---|---|---|
| C4874 | THTFTG02B | Offer arrival and departure assistance | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WF690 | SITTGDE302 | Provide arrival and departure assistance | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S611 | SIT40107 | Certificate IV in Tourism (Guiding) | Qualification |