SITXCCS002 - Provide visitor information

Unit code: SITXCCS002 | 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 access general information on facilities, products and services available in the local area and to provide this to visitors.

The unit applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts. Information is often provided face-to-face, but may be by telephone or other remote mechanisms.

It applies to frontline service personnel who routinely respond to visitor requests for general local area information. They may be working independently or with guidance from others in restaurants, hotels, wineries, attractions, entertainment venues, tour operations, visitor information centres and at tour desks.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit’s learning outcomes and 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:

evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role;
provide current, accurate and relevant information about local area features to three different visitors on three different occasions;
provide above information and assistance in a culturally appropriate manner and according to organisational service standards;
extend personal knowledge of relevant facilities, products and services, and;
seek formal and informal feedback from visitors on services.

Students will also be expected to demonstrate the following knowledge:

sources of information on the available local area facilities, products and services;
information on the local area features;
organisational service procedures and standards;
awareness of customs and practices of various social and cultural groups of visitors to assist with meeting visitor needs and expectations, and;
informal and formal methods of collecting feedback.

Required reading

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