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.
Sourcesmay include:
brochures
library
local council
local people, including local identities with specialised knowledge
local visitor guide booklets
maps
online reservations systems
organisation information
organisation-designed information systems, e.g. inventory control database
principal supplier of the product
product library
room directories
social media websites
state or territory government tourism authority information systems
supplier of the product
the Internet
timetables.
Visitor information may include:
accommodation options:
backpacker lodges
holiday parks and resorts
hotels
motels
attractions:
animal parks
art galleries
museums
national parks
walks
wineries
zoos
cruises
dining options:
cafes
food halls
food markets
restaurants
vehicle rental
entertainment venues:
cinemas
theatres
performing arts centres
events
local facilities:
airline offices
banks
dentists
doctors
currency exchanges
hairdressers
hospitals
emergency services
post offices
travel agencies
local shopping facilities:
centres
malls
markets
souvenir shops
local transport options:
buses
ferries
taxis
trains
organisation-specific information
road conditions
sporting facilities
tours, local outings and trips
travelling routes
weather conditions.
Opportunities may include:
attending team meetings
informal discussions with colleagues
listening to radio
ongoing contact with principal or supplier of the product or service
participating in local familiarisation tours
reading:
brochures
and internal newsletters
leaflets
local newspapers
staff noticeboards
talking and listening to colleagues and customers
using personal observation or exploration
visiting the local information centre
watching television, videos and films.
Internal products and services may include:
accommodation
activities
general retail products and souvenirs
products made by the organisation:
craft items
food
wine
restaurant products
tours.

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:
respond to multiple and diverse customer requests and provide local area information to meet their needs
source accurate and current information on the local area
integrate knowledge of the local area when providing general information.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism, hospitality or event industry environment where visitor information is sourced and provided to customers
current information on the local area, facilities and general products available
customers with whom the individual can interact.
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, using role plays, to assess the individual’s ability to use local knowledge to answer a variety of customer questions
projects and activities to source and obtain current, accurate and relevant local information
written or oral questioning to assess knowledge of sources of information on the local area, facilities and general products available
review of portfolios of evidence and third-party workplace reports of on-the-job 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:
SITHACS201 Provide porter services
SITHACS303 Provide accommodation reception services
SITXCCS202 Interact with customers
SITXCCS302 Provide club reception services
SITXCOM201 Show social and cultural sensitivity.