Unit of competency Outline
Information current as of
21/10/2026 12:11 AM AWST
21/10/2026 12:11 AM 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.
Work with travel agencies and sales outlets
Work with travel agencies and sales outlets
Unit of competency
National Code
TLIE3019A
TLIE3019A
State Code
D5111
D5111
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
30/10/2014
Original Release Date
07/03/2011
Nominal Hours
24
Field of Education
080505 - Marketing
Description
This unit involves the skills and knowledge required to work with travel agencies and sales outlets in accordance with workplace requirements including establishing and maintaining a network of travel agencies and sales outlets; developing and negotiating the sales of tour packages; monitoring and reporting tour package sakes; reviewing and negotiating agency and outlet agreements; and communicating and promoting products and services to agencies and sales outlets. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
General notes
N/A
Elements and Performance Criteria
1Establish and maintain network of travel agencies and sales outlets
- 1.1 Agency and outlet requests for the transport system services and tourist information are addressed
- 1.2 Agency and outlet sales of tickets and services are promoted
- 1.3 Agency and outlet concerns and complaints are investigated and addressed to achieve a satisfactory resolution
2Develop and negotiate the sales of tour packages
- 2.1 Travel industry personnel within the workplace are consulted in the development of tour packages to be distributed through agencies and sales outlets
- 2.2 Distribution rights are negotiated with wholesale and retail travel industry agencies for tour packages developed
3Monitor and report tour packages sales
- 3.1 Travel agency and outlet sales of products are managed and controlled to ensure maximum sales and efficiency
- 3.2 Tour packages are evaluated for popularity and profitability and appropriate recommendations for change prepared
4Review and negotiate agency and outlet agreements
- 4.1 Existing agency and outlet agreements are monitored and reviewed for effectiveness and appropriate new agreements are recommended where necessary
- 4.2 Distribution of tour packages is negotiated with wholesalers according to workplace policy and procedures
5Communicate and promote products and services to agencies and sales outlets
- 5.1 Products for travel shelf packages are recommended according to workplace product suitability
- 5.2 Sales outlets and agents are informed of changes to passenger services as quickly as possible
- 5.3 Travel agency and outlet sales of products are promoted to ensure maximum exposure and sales
- 5.4 Advertising and promotional activities to develop new businesses are established in accordance with workplace budgets and timeframes
- 5.5 Promotional material is distributed to travel agencies and outlets
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.
Work may be conducted:
in a range of work environments
Travel agencies and sales outlets could include:
individual agencies and outlets
agency and outlet franchise groups
agency and outlet networks
wholesalers
specific product retailers
general travel retailers
Office equipment may include:
relevant communications equipment and computer software and hardware
Information used when working with travel agencies and sales outlets may include:
market trend information
customer requirements regarding tour packages
agency and outlet agreements
workplace budget and business objectives information
Agency involvement with products and services may be:
governed by contractual agreement
Transport system services can include:
air
bus
ferry
coach
tram
rail
Contingency processes may involve:
plans for unforeseen changes to travel arrangements
providing services and tour packages for passengers with special needs
Consultative processes may involve:
other workplace personnel
supervisors and managers
representatives of travel agencies and sales outlets
official representatives
Communication in the work area may include:
phone
fax
email/internet
electronic data interchange (EDI)
radio
oral, aural or signed communications
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
Information/documents may include:
workplace procedures and policies for working with travel agencies and sales outlets
work instructions, job description and induction materials
requests directly from agency or sales outlet
agency, outlet or client concerns or complaints
information related to advertising and promotional activities within the industry
agency and outlet agreements
manufacturers specifications for office and communications equipment and materials
relevant OH&S requirements and policies
relevant codes of practice and regulations
award, enterprise bargaining agreement and other industrial arrangements
customer service and quality assurance procedures
emergency procedures
Applicable regulations and legislation may include:
relevant codes and regulations pertaining to work with travel agencies and sales outlets, including trade practices requirements
relevant state/territory OH&S legislation
workplace relations regulations including equal opportunity, equal employment opportunity and affirmative action legislation
workers compensation regulations
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Work may be conducted:
in a range of work environments
Travel agencies and sales outlets could include:
individual agencies and outlets
agency and outlet franchise groups
agency and outlet networks
wholesalers
specific product retailers
general travel retailers
Office equipment may include:
relevant communications equipment and computer software and hardware
Information used when working with travel agencies and sales outlets may include:
market trend information
customer requirements regarding tour packages
agency and outlet agreements
workplace budget and business objectives information
Agency involvement with products and services may be:
governed by contractual agreement
Transport system services can include:
air
bus
ferry
coach
tram
rail
Contingency processes may involve:
plans for unforeseen changes to travel arrangements
providing services and tour packages for passengers with special needs
Consultative processes may involve:
other workplace personnel
supervisors and managers
representatives of travel agencies and sales outlets
official representatives
Communication in the work area may include:
phone
fax
email/internet
electronic data interchange (EDI)
radio
oral, aural or signed communications
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
Information/documents may include:
workplace procedures and policies for working with travel agencies and sales outlets
work instructions, job description and induction materials
requests directly from agency or sales outlet
agency, outlet or client concerns or complaints
information related to advertising and promotional activities within the industry
agency and outlet agreements
manufacturers specifications for office and communications equipment and materials
relevant OH&S requirements and policies
relevant codes of practice and regulations
award, enterprise bargaining agreement and other industrial arrangements
customer service and quality assurance procedures
emergency procedures
Applicable regulations and legislation may include:
relevant codes and regulations pertaining to work with travel agencies and sales outlets, including trade practices requirements
relevant state/territory OH&S legislation
workplace relations regulations including equal opportunity, equal employment opportunity and affirmative action legislation
workers compensation regulations
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace
No information