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.
Information sources may include:
computerised reservation systems (CRS)
global distribution systems (GDS)
international government tourism authority information systems
Internet, intranet and extranet
organisation designed information systems
principal or supplier of products
destination and product libraries
social media websites.
Features of the international destination 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 man-made tourist attractions
special features of the host community
special regional features.
Key information on geographical features includes:
climate and seasonal factors of the destination and its region
location of the destination and the region in which it is located
major geographic features of the destination and its region.
Key information on current health and safety features may include:
current health risks, including diseases, epidemics, and animal or insect infestation
natural disasters such as fire, flood, tsunami
political uprisings and civil commotion
terrorism threats or current acts
war.
General information on different tourism products may:
be found in:
advertising flyers
brochures
ebrochures
product manuals
sales kits
social media sites
supplier information kits
supplier websites
include:
location of product within the destination
seasonal availability of product
styles of product available within the destination.
To store destination information may involve:
computerised database of information
files and notes for specific styles of customer group
files and notes for specific touring routes or locations
files and notes of particular destinations.
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, including suppliers, principals and tourist information 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.
Health,safety and regulatory information may include:
health advisory notices and vaccination information issued by local and international bodies
travel warning advice issued by the federal government for Australian travellers.

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:
obtain current, relevant and accurate information on international tourism destinations by accessing a range of information sources and using different research methods
provide tailored international destination information and advice to meet the different requests of multiple customers
complete research activities and provide information and advice within commercial time constraints and deadlines determined by the customer or the organisation.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism business operation or activity which sources and provides destination information to customers
a real or simulated tourism industry environment where destination information is provided to customers; for example:
a conference venue for the event sector
a reservations area or call centre
touring environment for the guiding and tour operations sectors
a retail shopfront or mobile sales situation for the retail travel sector
an office environment as defined in the Assessment Guidelines
computers, printers and information programs currently used by the tourism industry to store destination information
current destination and general product 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 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:
obtain current, accurate and relevant destination information
research 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 and key destination information
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
Because of the broad industry application of this unit and the variances in the essential general knowledge base, it is critical that assessment is contextualised to meet the requirements of the specific industry sector, industry operator and particular needs of the job role. Providers of preemployment training programs should cover a broad range of destination knowledge in order to provide a choice of vocational outcomes.
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
SITXCCS303 Provide service to customers.