diploma of travel and tourism sit50112 · pdf filediploma of travel and tourism sit50112 unit...

Diploma of Travel and Tourism

SIT50112

Unit Descriptions & Evidence Required

to Demonstrate Competency

_____________________________________________________ Diploma of Travel and Tourism (SIT50112)

Doc ID: Hospitality & Tourism\SIT50112. Date: 7/10/2015

Developed by: RHallsmith Approved by: DJackson Version: 3

File Location: S:\ASTC Main Folder\RTO\Course Description P a g e | 2

Agenda

Course Description ....................................................................................................................... 3

BSBMGT516C (Elective) Facilitate continuous improvement .......................................................... 7

BSBWOR501B (Elective) Personal work priorities and professional development ........................... 8

BSBSUS301A Implement and monitor environmentally sustainable work practices ....................... 9

SITXHRM402 (Core) Lead and manage people ............................................................................. 10

BSBMGT502B Manage people performance ................................................................................ 11

BSBWOR502B (Elective) Ensure team effectiveness .................................................................... 12

SITXCCS501 (Core) Manage quality customer service .................................................................. 13

SITXCOM401 (Core) Manage conflict .......................................................................................... 14

SITXMGT501 (Core) Establish and conduct business relationships ............................................... 15

SITXMGT401 (Core) Monitor work operations ............................................................................. 16

SITXWHS401 (Core) Implement and monitor work health and safety practices ............................ 17

SITXFIN401 (Core) Interpret financial information ....................................................................... 18

SITXFIN402 (Core) Manage finances within a budget ................................................................... 19

SITXFIN501 (Core) Prepare and monitor budgets ........................................................................ 20

BSBWRT401A (Core) Write complex documents.......................................................................... 21

BSBADM502B (Elective) Manage meetings ................................................................................. 22

BSBCMM401A (Elective) Make a presentation ............................................................................ 23





Course Description

This qualification reflects the role of individuals who use sound knowledge of industry operations and a broad range of managerial skills to coordinate tourism and travel operations or marketing and product development activities. They operate independently, have responsibility for others and make a range of operational business decisions.

Job roles

This qualification provides a pathway to work in any sector of the tourism and travel industry as a departmental or small business manager. This qualification allows for multiskilling and for specialisation in either operations management or marketing and product development.

Possible job titles include:

manager:

inbound groups

inbound sales

incentives

tour operations

marketing

operations

product

reservations

retail travel agency

sales

visitor information

Pathways Information

This qualification is suitable for an Australian Apprenticeship pathway.

Pathways into the qualification

It is strongly recommended that individuals entering this qualification hold SIT30112 Certificate III in Tourism, SIT31312 Certificate III in Travel or SIT30612 Certificate III in Events.

Pathways from the qualification

After achieving this qualification, individuals may engage in further learning in vocational or higher education through Advanced Diploma and Degree qualifications in Tourism, Travel and other Business disciplines.





Entry Requirements

Entry to this qualification is open to individuals who are able to demonstrate tourism and travel industry knowledge, customer service and operational skills. The individual must either:

Be formally assessed through a training program or recognition process, against one of the unit clusters below.

OR

Have relevant tourism and travel industry employment experience. A job that has involved the application of skills described in one of the unit clusters would be a satisfactory indicator for entry. A determination need not involve a formal process of measuring, evaluating or recording performance against the units of competency.

The unit clusters for different pathways are as follows:

Events pathway

SITTIND201 Source and use information on the tourism and travel industry

SITTTSL202 Access and interpret product information

SITTTSL306 Book supplier services

SITTTSL308 Use a computerised reservations or operations system

SITXCCS401 Enhance the customer service experience

SITXCOM201 Show social and cultural sensitivity

SITXEVT301 Access information on event operations

Guiding pathway

SITTGDE301 Work as a guide

SITTGDE303 Lead tour groups

SITTGDE304 Prepare and present tour commentaries or activities

SITTGDE305 Develop and maintain the general and regional knowledge required by guides




SITXWHS301 Identify hazards, assess and control safety risks





Inbound tour wholesaling pathway



SITTTSL302 Provide advice on Australian destinations

SITTTSL303 Sell tourism products and services

SITTTSL304 Prepare quotations


SITTTSL307 Process travel-related documentation




Retail travel and outbound wholesaling pathway



SITTTSL301 Provide advice on international destinations



SITTTSL304 Prepare quotations




SITTTSL310 Construct normal international airfares

SITTTSL311 Construct promotional international airfares







Tourism operations (office-based pathway)


SITTTSL201 Operate an online information system







Visitor information services pathway


SITTTSL201 Operate an online information system






SITXCCS201 Provide visitor information



What you must do to complete the course

To be awarded SIT50112 Diploma of Travel and Tourism, competency must be achieved in 17 units as noted on the contents page.





BSBMGT516C (Elective) Facilitate continuous improvement

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to lead and manage continuous improvement systems and processes. Particular emphasis is on the development of systems and the analysis of information to monitor and adjust performance strategies, and to manage opportunities for further improvements.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Application of the Unit

This unit applies to managers who take an active role in managing a continuous improvement process in order to achieve an organisation's objectives. Where managers are closely associated with the creation and delivery of products and services, they play an important part in influencing the ongoing development of the organisation.

At this level, work will normally be carried out using complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem-solving and decision-making strategies.

Evidence Guide

Critical aspects for assessment and evidence required to demonstrate competency in this unit

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.

Evidence of the following is essential for a participant to demonstrate competency in this unit:

development and use of a range of strategies and approaches that improve work outcomes or organisational functioning, using continuous improvement models

monitoring performance and customer service





BSBWOR501B (Elective) Personal work priorities and professional development

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to manage own performance and professional development. Particular emphasis is on setting and meeting priorities, analysing information and using a range of strategies to develop further competence.



This unit applies to managers and focuses on the need for managers to be organised, focussed and skilled, in order to effectively manage the work of others. As such it is an important unit for most managers, particularly as managers serve as role models and have a significant influence on the work culture and patterns of behaviour.

Evidence Guide




systems and processes (electronic or paper-based) used to organise and prioritise tasks, which show how work is managed

personal development plan, with career objectives and an action plan





BSBSUS301A Implement and monitor environmentally sustainable work practices

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to effectively analyse the workplace in relation to environmentally sustainable work practices and to implement improvements and monitor their effectiveness.


This unit requires the ability to access industry information, applicable legislative and occupational health and safety (OHS) guidelines.

Evidence Guide


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


knowledge of relevant compliance requirements within work area

developing plans to make improvements

planning and organising work group activities in relation to measuring current use and devising strategies to improve usage

monitoring resource use and improvements for environmental performance relative to work area and supervision

ensuring appropriate action is taken within work area in relation to environmental/sustainability compliance and potential hazards

implementing new approaches to work area in an effort to resolve and improve environmental and resource efficiency issues and reporting as required





SITXHRM402 (Core) Lead and manage people

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to lead and manage people and teams and support and encourage their commitment to the organisation. It requires the ability to lead by example and manage team performance through effective leadership.


This unit applies to all tourism, travel, hospitality and event sectors.

It applies to those people who operate independently and are responsible for leading and motivating people and teams. This includes supervisors, operational and senior managers.

Evidence Guide




lead by example and build positive team culture through effective leadership

monitor individual and team performance over a period of time and motivate individuals and teams to achieve optimum performance

integrate knowledge of leadership, motivation and teamwork principles





BSBMGT502B Manage people performance

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to manage the performance of staff who report to them directly. Development of key result areas and key performance indicators and standards, coupled with regular and timely coaching and feedback, provide the basis for performance management.



This unit applies to all managers and team leaders who manage people. It covers work allocation and the methods to review performance, reward excellence and provide feedback where there is a need for improvement.

The unit makes the link between performance management and performance development, and reinforces both functions as a key requirement for effective managers.

This is a unit that all managers/prospective managers who have responsibility for other employees should strongly consider undertaking.

Evidence Guide




documented performance indicators and a critical description and analysis of performance management system from the workplace

techniques in providing feedback and coaching for improvement in performance

knowledge of relevant awards and certified agreements





BSBWOR502B (Elective) Ensure team effectiveness

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to facilitate all aspects of teamwork within the organisation. It involves taking a leadership role in the development of team plans, leading and facilitating teamwork and actively engaging with the management of the organisation.



This unit applies to managers and addresses the need for managers to facilitate work teams and to build a positive culture within work teams. The unit takes a systematic and planned approach to developing teams. It includes the soft skills as well as more structured approaches to the management of teams.

At this level, work will normally be carried out within complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

Evidence Guide




range of techniques that can be used to build work teams, strengthen communications in the team and resolve issues

methods for engaging with stakeholders and obtaining advice from outside the work team, to ensure team is focused and on track

knowledge of group behavior





SITXCCS501 (Core) Manage quality customer service

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision and manage the delivery of customer service.


This unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation.

It applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions.

Evidence Guide




develop, evaluate and review practices for quality service provision

manage the delivery of customer service and monitor the effectiveness of service practices over a period of time

develop comprehensive policies and procedures for quality service provision

integrate knowledge of the principles of quality customer service and consumer protection laws





SITXCOM401 (Core) Manage conflict

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation.



The unit applies mainly to senior operational personnel, supervisors and managers who operate with some level of independence and use discretion and judgement to resolve conflicts.

Evidence Guide




resolve different workplace conflicts using a range of conflict resolution and communication techniques

demonstrate knowledge of commonly occurring conflict situations in the workplace and the stages of conflict





SITXMGT501 (Core) Establish and conduct business relationships

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to establish and manage positive business relationships. It requires the ability to use high-level communication and relationship building skills to conduct formal negotiations and make commercially significant business-to-business agreements.


This unit applies to all industry sectors, and to individuals who take responsibility for making decisions about purchasing or marketing activities. They also oversee the maintenance of contracts or agreements. This could include senior operational personnel, sales and marketing personnel, managers or owner-operators of small businesses. Agreements may relate to corporate accounts, service contracts, agency agreements, venue contracts, rate negotiations, preferred product agreements, supply agreements and marketing agreements.

Evidence Guide




establish and maintain business relationships over a period of time that allows for the demonstration of interpersonal and relationship building skills

conduct formal negotiations and make and manage agreements and contracts in a specific business context

demonstrate knowledge of industry structure and interrelationships, industry networks, and distribution and marketing networks

demonstrate knowledge of the role and features of contracts in a given business operation or sector





SITXMGT401 (Core) Monitor work operations

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to oversee and monitor the quality of day-to-day work. It requires the ability to communicate effectively with team members, plan and organise operational functions and solve problems.


This unit applies to all industry sectors, and to individuals operating at a team leading, supervisory or frontline management level.

Evidence Guide




plan and organise workflow for a team operation

monitor and respond to a range of team based operational and service issues over a period of time

demonstrate knowledge of work structures plus frontline management roles and responsibilities in the relevant industry sector

demonstrate knowledge of quality assurance, workflow planning and delegation techniques in a frontline management context





SITXWHS401 (Core) Implement and monitor work health and safety practices

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to implement those predetermined work health and safety practices designed, at management level, to ensure a safe workplace. It requires the ability to monitor safe work practices, coordinate consultative arrangements, risk assessments, work health and safety training and the maintenance of records.


This unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation.

It applies to those people who operate independently or with limited guidance from others. This includes supervisors and departmental managers.

Evidence Guide




implement and monitor predetermined work health and safety work practices, coordinate consultative arrangements, risk assessments, work health and safety training and the maintenance of records

monitor the effectiveness of the work health and safety system over a period of time

integrate knowledge of management practices that must be implemented for compliance with state or territory OHS or WHS legislation

integrate knowledge of policies and procedures when monitoring work health and safety practices





SITXFIN401 (Core) Interpret financial information

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to interpret financial information and reports used by organisations to monitor business performance and provide information on operational or departmental financial activities.



It applies to those people who operate independently or with limited guidance from others. This includes supervisors and departmental managers. This unit does not include the skills required to produce reports for the overall operation of the department or whole organisation. This would be created by senior managers, financial specialists or accountants.

Evidence Guide




interpret a diverse range of financial information and reports used to monitor overall business performance

provide financial information on operational or departmental financial activities

use correct financial terminology

integrate knowledge of the use of financial information and reports in monitoring overall business performance





SITXFIN402 (Core) Manage finances within a budget

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to take responsibility for budget management where others may have developed the budget. It requires the ability to interpret budgetary requirements, allocate resources, monitor actual income and expenditure and report on budgetary deviations.

The skills and knowledge for budget development are found in unit SITXFIN501 Prepare and monitor budgets.


This unit applies to all tourism, hospitality and event sectors and the budget may be for an entire organisation, for a department or for a particular project or activity.

It applies to those people who operate independently or with limited guidance from others. This includes supervisors and departmental managers.

Evidence Guide




interpret and manage multiple budgets to meet specific and differing workplace needs

monitor income and expenditure and evaluate budgetary performance over a budgetary life-cycle

use correct budget terminology

integrate knowledge of the formats, use and contents of budgets, financial and statistical reports

complete financial reports within designated timelines





SITXFIN501 (Core) Prepare and monitor budgets

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to analyse financial and other business information to prepare and monitor budgets. It requires the ability to draft and negotiate budgets, identify deviations and manage the delivery of successful budgetary performance.


This unit applies to all tourism, hospitality and event sectors and the budget may be for an entire organisation, for a department or for a particular project or activity.

It applies to senior personnel who operate independently or with limited guidance from others and who are responsible for making a range of financial management decisions.

Evidence Guide




prepare multiple budgets to meet specific and differing workplace needs

consult on budget components and monitor and review budgets against performance over a budgetary life cycle

analyse the factors that impact the budget

integrate knowledge of budget preparation and monitoring practices and techniques

complete draft and final budgets within designated timelines





BSBWRT401A (Core) Write complex documents

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to plan documents, draft text, prepare final text and produce documents of some complexity.



This unit applies to individuals who work in a range of business environments and are skilled in the creation of reports, information and general promotion documents that are more complex than basic correspondence, memos or forms and that require review and analysis of a range of information sources.

Evidence Guide




production of documents

editing draft text to ensure accuracy and clarity of information

knowledge of enterprise style guide/house style





BSBADM502B (Elective) Manage meetings

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to manage a range of meetings including overseeing the meeting preparation processes, chairing meetings, organising the minutes and reporting meeting outcomes.



This unit applies to individuals employed in a range of work environments who are required to organise and manage meetings within their workplace, including conducting or managing administrative tasks in providing agendas and meeting material. They may work as senior administrative staff or may be individuals with responsibility for conducting and chairing meetings in the workplace.

Evidence Guide




applying conventions and procedures for formal and informal meetings

chairing meetings in relation to agreed agendas





BSBCMM401A (Elective) Make a presentation

Unit Descriptor

This unit covers the performance outcomes, skills and knowledge required to prepare, deliver and review a presentation to a target audience.



This unit applies to individuals who may be expected to make presentations for a range of purposes, such as marketing, training, promotions, etc. They contribute well developed communication skills in presenting a range of concepts and ideas.

Evidence Guide




preparation, delivery and evaluation of the effectiveness of at least two presentations related to the candidate's occupation or area of interest

knowledge of the principles of effective communication

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