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.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:
SITXCCS002

Assessment

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.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.