Elements and Performance Criteria

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.
Features and benefits of modern ships may include:
features:
adult only areas and spas
alternative dining restaurants
atriums
bars and lounges
carrousel
kids clubs
learning studios
outdoor movie screens
recreational activities
rock climbing wall
waterslides
waver rider
zip liner
benefits:
choice of facilities, entertainment and activities addresses diverse interests and needs e.g. families
provide options to:
engage in activities to suit a variety of interests
try new things
variety and choice of facilities, entertainment and activities.
Governance issues may include:
passenger safety including children's safety
environmental impact practices
fuel laws
health and sanitisation policies
medical facilities
operational safety practices:
bridge access
life boats
life jackets
muster stations
securing heavy objects
Passenger Bill of Rights
responsible conduct of gambling
responsible service of alcohol
security
waste management.
Information sources may include:
cruise line operators
government tourism authorities
Internet, intranet and extranet
local sales agents
organisation designed information systems
destination and product libraries
social media websites.
Health, safety and regulatory issues may include:
current health risks, including diseases, epidemics, and animal or insect infestation
customs and quarantine
natural disasters such as fire, flood, tsunami
political uprisings and civil commotion
tax free retail sales
terrorism threats or current acts
vaccinations
war.
Features and benefits of key ports of call may include:
areas of environmental, social or cultural significance or sensitivity
banking and currency information
facilities for customers with special needs
local customs
local economy
local facilities
major cities, towns and tourist areas and precincts
major gateways for and transport networks within the region and destination
major tourist attractions:
man-made
natural
special features of the host community
special regional features.
Formal and informal research may involve:
accessing and reading promotional information, including travel guide books, and product brochures and updates
accessing the Internet and intranet
attending professional development activities including:
conferences
familiarisations
product launches
promotional seminars
trade shows
workshops
contact with other organisations:
cruise line operators including the use of business development managers
local sales agents
government tourism offices
formal study
informal discussions with colleagues and customers
liaising with trade and general media
listening to radio
personal on-site observation or exploration
reading trade and general newspapers, books and other references
watching television, videos and films.

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:
source information on historical and current product trends and regulatory issues
obtain current, relevant and accurate information on cruise products and destinations for each of these regions:
the Americas
Europe
Australia, New Zealand, South Pacific and Antarctica
Asia and the Indian Ocean
access information from a range of sources to include:
cruise line operators
local sales agents
distribution and marketing networks
government tourism authorities
provide tailored domestic and international cruise product and destination information and advice to meet the requests of these different types of customers:
singles
couples
families
groups
special interest
retirees
integrate knowledge of:
main cruise operators, itineraries, ports of call and shore excursion options for the Americas, Europe, Australia, New Zealand, South Pacific and Antarctica, Asia and the Indian Ocean
features and benefits of major types of on board facilities and services
regulatory issues for customer participation
provide information and advice within deadlines determined by the customer.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism business operation which provides advice on and sells cruise products
a real or simulated tourism industry environment where cruise information is provided to customers; this can be one of the following:
a retail shopfront or mobile sales situation for the retail travel sector
a reservations area or call centre for the tour wholesaling sector
an office environment as defined in the Assessment Guidelines
computers, printers and information programs currently used by the tourism industry to store cruise product and destination information
current cruise operation, product and destination information found within sales kits, brochures, product manuals, destination marketing organisation information kits, electronic information sources and information databases
customers with whom the individual can interact and to whom they can provide cruise destination advice.
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:
projects and activities that allow assessment of the individual’s ability to:
source information on historical and current product trends and regulatory issues
obtain current, accurate and relevant cruise product and destination information
research cruise products and destinations to meet differing customer needs
direct observation, using role plays, of the individual providing advice to customers
written or oral questioning to assess knowledge of:
information sources for cruise product and destination information
main cruise operators, itineraries, ports of call and shore excursion options for the Americas, Europe, Australia, New Zealand, South Pacific and Antarctica, Asia and the Indian Ocean
features and benefits of major types of on board facilities and services
regulatory issues for customer participation
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:
SITTTSL201 Operate an online information system
SITTTSL303 Sell tourism products and services
SITTTSL304 Prepare quotations
SITTTSL305 Process reservations
SITTTSL306 Book supplier services
SITTTSL308 Use a computerised reservation or operations system.