Unit of competency Outline

Date retreived
22/07/2026 7:10 AM AWST

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Coordinate and operate tours

Coordinate and operate tours

Unit of competency
National Code
SITTGDE401
State Code
WF698
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/01/2013
View on TGA
State Implementation and Classification
Approved Date
07/06/2013
Field of Education
080701 - Tourism
Original Release Date
07/06/2013
Nominal Hours
60
Description
This unit describes the performance outcomes, skills and knowledge required to conduct a tour for groups or individuals that includes multiple products, services and sites. It requires the ability to manage the tour logistics of a prearranged itinerary. The coordination of tour delivery requires significant planning and organisational skills as well as the ability to liaise with suppliers and industry colleagues to maximise tour efficiency and customer service quality.
Notes
Elements and Performance Criteria
1. Plan tour delivery logistics.
  • 1.1 Plan tour delivery according to briefing information or documentation from the tourism operator.
  • 1.2 Make tour preparations and consider issues to ensure customer needs are met.
  • 1.3 Prioritise and action tasks required in advance of tour commencement.
2. Brief and assist customers.
  • 2.1 Welcome customers to tour and provide a briefing on tour practicalities and procedures.
  • 2.2 Provide additional information and assistance to enhance enjoyment of tour.
3. Liaise with industry colleagues.
  • 3.1 Liaise with industry colleagues to achieve smooth tour operation.
  • 3.2 Action requests from industry colleagues promptly and willingly wherever possible and request assistance when required.
  • 3.3 Make agreements about individual and joint responsibilities during tour.
  • 3.4 Make forward reconfirmations and bookings in a timely manner.
  • 3.5 Interpret documentation from other organisations and apply appropriately.
4. Manage the itinerary.
  • 4.1 Conduct tour to schedule and include all features in itinerary.
  • 4.2 Advise customers courteously and sensitively about unavoidable changes.
  • 4.3 Re plan itinerary when necessary to ensure purchased inclusions or their equivalents are delivered and disruption to customers is minimised.
  • 4.4 Advise industry colleagues and suppliers affected by changes according to organisational procedures.
  • 4.5 Maintain contact with those fixing the problem when itinerary delays and changes occur, and use negotiation techniques to minimise time delay and negative impact on customers.
  • 4.6 Keep customers informed of reasons for changes and actions taken.
5. Deal with unexpected events.
  • 5.1 Assess unexpected events and select appropriate action.
  • 5.2 Follow organisational procedures in the case of accidents or where safety of customers or colleagues may be threatened.
  • 5.3 Identify and access sources of assistance promptly.
  • 5.4 Amend tour to minimise impact on customer enjoyment.
6. Debrief tour.
  • 6.1 Provide accurate and complete tour reports according to organisational guidelines.
  • 6.2 Provide customer and personal feedback and other information to assist with future improvements.
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.
Tour may be a:
adventure tour
city or rural tour
cultural tour
ecotour
extended tour
half or full-day tour
special interest tour.
Briefing information or documentation from the tourism operator may include:
customer information
financial documents
itinerary information:
health and safety considerations
potential difficulties
specific site information
tight timing or scheduling
optional tour information
promotional materials
special request notes
supplier information and contact details
travel documentation for guide and group.
Issues may include:
climate
customer special needs
environmental and cultural considerations
equipment and resources required
language considerations
length of tour
location of tour
size of tour group
special requests
specific itinerary requirements
style of commentary required
type of customers.
Tour practicalities and proceduresto be communicated may include:
availability of free time
cultural considerations
group rules and codes of behaviour
health and safety procedures
itinerary or program details, including route, schedule and highlights
regulations:
customs
immigration
luggage
procedures at tour stops
specific site procedures
minimal impact procedures.
Additional information and assistance that may be provided to customers may include:
general directions
local events and activities
local facilities
optional tours and costs
options for free time activities.
Industry colleagues may include:
coach drivers
local guides
members of host communities
personnel in land management and other statutory authorities
product supplier representatives
tour company office staff
tour managers
tour operators.
Reconfirmations and bookings may be for any touring product or service component and may include:
accommodation venue
airline
attraction
catering provider
charter airline
cruise
ground transport
guided tour within attractions and sites
local tour guide
optional tour
restaurant
retail outlet
scenic flight
train.
Unavoidable changesmay include:
closure of attractions
flight cancellations or delays
local guide no-show
missing bookings
overbookings.
Unexpected eventsmay include:
accidents
breakdown
illness
natural disaster
theft.
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:
plan for, and operate multiple tours that comprise multiple products, services and sites
follow procedures for reconfirmation of touring components and mechanisms for solving situations and problems on tour
conduct tours in a safe and sustainable manner
demonstrate knowledge of tourism industry, supplier networks and interrelationships that impact on the conduct of a multiproduct, multisite touring itinerary.
Context of and specific resources for assessment
Assessment must ensure use of:
touring environments that reflect the nature of tours commercially available in the relevant city or region
real or simulated touring activities
equipment and resources required for the delivery of tours such as transport and venue access
a group of customers for whom the individual can act as guide
customer and operational documentation to support the delivery of a multifaceted touring itinerary.
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 of organisational and tour management skills by participating in a tour conducted by the individual
review of tour preparation notes or tour reports prepared by the individual
use of case studies and problem-solving activities to assess ability to apply contingency and risk management skills to a range of different touring situations and problems
written or oral questioning to assess knowledge of industry networks, tour management procedures and legal issues affecting tour management
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:
SITTGDE303 Lead tour groups
SITTGDE304 Prepare and present tour commentaries or activities
SITTGDE402 Manage extended touring programs.
It is critical that training and assessment is contextualised to meet the requirements of local tourism industry operations. In a pre-vocational context, assessment should cover a broad scope of locations and destinations within the city or region in which the guide is training to work, so that guides are able to coordinate tours in the range of locations expected by industry operators.
Replaces
State Code National Code Title Type
S6436 SITTGDE003A Coordinate and operate a tour Unit of competency
Replaced By
State Code National Code Title Type
AWR17 SITTGDE011 Coordinate and operate tours Unit of competency