SITTGDE011 - Coordinate and operate tours

Unit code: SITTGDE011 | Study level: TAFE

Credit points

N/A

Location

Footscray Nicholson

Prerequisites

N/A

Overview

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.
This unit has particular application to guides engaged by tour operators, inbound tour operators and tour wholesalers. Sometimes these individuals are called driver guides or coach captains. In an extended touring context, the unit applies to tour managers who accompany tour groups on longer tours and manage the logistics of group movements and touring arrangements at each destination. The unit does not apply to guides working at a single site.Individuals performing this function work independently in the field, within established organisational procedures.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each units learning outcomes & performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

Students will be expected to demonstrate the following required skills:

plan, coordinate and operate at least two tours for different groups that comprise at least four different products, services or sites
liaise with industry colleagues regarding tour operation, and reconfirmations and bookings for each of the product or service components in each of the above tours to ensure:

tours are conducted to schedule and include all advertised itinerary features
tours are conducted in a sustainable manner with minimal impact on culturally or environmentally sensitive areas
the safety of customers and colleagues

demonstrate procedures used to manage issues, situations and problems on tours to minimise negative impact on customers, including:

unexpected events
delays
environmental conditions
customer situations.

Students will also be expected to demonstrate the following knowledge:

types of tour itineraries and their common formats and inclusions:

adventure tour
city or rural tour
cultural tour
eco-tour
extended tour
half or full-day tour
special interest tour

product knowledge appropriate to the specific touring itinerary and its component products and services
main features of culturally or environmentally sensitive areas to be visited and minimal impact practices to protect and sustain these
tourism industry supplier networks and interrelationships that impact on the conduct of a multi-product and multi-site touring itinerary
reconfirmation and booking procedures for tour components:

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

planning procedures relating to the delivery logistics of a multifaceted touring itinerary and the management processes to be undertaken before, during and on completion of a tour
tour practicalities and procedures that must be communicated to customers when relevant to the tour content:

availability of free time
cultural considerations
group rules and codes of behaviour
health and safety procedures

itinerary or program details:

route
schedule
highlights

regulations:

customs
immigration
luggage

procedures at tour stops
specific site procedures
organisational procedures and processes to address tour management issues and problems:

accident, injury or illness
breakdown
customer special needs
equipment and resource constraints
itinerary variations
language considerations
natural disaster
theft

legal and liability issues affecting guides:

domestic and relevant overseas consumer law regarding provision of services as advertised
duty of care.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by the VU Polytechnic and/or via the VU Polytechnic e-learning system.