Application

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, events, 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.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

What You'll Learn

Assessment Requirements

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
• provide current, accurate and relevant information about local area features to three different visitors
• 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 to above visitors
• seek formal and informal feedback from visitors on above services.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
• sources of information on the available local area facilities, products and services
• information on the local area features:
• accommodation options
• dining options
• entertainment venues
• local attractions
• local personal services facilities
• local shopping facilities
• local transport options
• organisation-specific information
• road conditions
• sporting facilities
• tours, local outings and trips
• travelling routes
• weather conditions
• methods to update and maintain local area knowledge
• organisational service procedures and standards:
• designated response times for acknowledging customers and their enquiry
• personal presentation and hygiene standards
• awareness of customs and practices of various social and cultural groups of visitors to assist with meeting visitor needs and expectations in regard to:
• modes of greeting, farewelling and conversation
• body language and body gestures
• formality of language
• clothing
• methods of collecting feedback:
• formal:
• surveys
• interviews
• structured questioning
• informal:
• observation
• casual discussion
• organisational service procedures and standards.

Assessment Conditions

Skills must be demonstrated in an operational customer service environment in a service based industry where information is sourced and provided to visitors. This can be:
• an industry workplace; or
• a simulated industry environment set up for the purposes of assessment.
Assessment must ensure access to:
• sources of information on the local area facilities, services and general products, and their availability
• organisational specifications for customer service standards
• visitor surveys and feedback forms
• visitors from different cultural backgrounds with whom the individual can interact. These can be:
• visitors to an industry workplace during the assessment process; or
• individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Foundation Skills

• {'skill': 'Reading skills to:', 'description': 'interpret sometimes detailed product and local area information; research, sort and use relevant information.'}
• {'skill': 'Writing skills to:', 'description': 'record simple notes and basic information on local facilities, products and services for visitors.'}
• {'skill': 'Oral communication skills to:', 'description': 'listen and respond to range of visitor requests, asking questions to clarify and confirm.'}
• {'skill': 'Learning skills to:', 'description': 'review own knowledge of information required to assist visitors and participate in activities that continuously update it.'}

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