This unit describes the performance outcomes, skills and knowledge required to develop and update knowledge of the tourism industry, including the role of different industry sectors and key legal and ethical issues that must be considered by tourism industry personnel in their daytoday work. This knowledge underpins effective performance in the tourism industry.

• Seek information on the tourism industry.
• Source and apply information on legal and ethical issues that impact on the tourism industry.
• Update tourism industry knowledge.

This unit describes the performance outcomes, skills and knowledge required to operate an online information system, which can include the internet and any intranet system. It requires the ability to determine information requirements and locate, check and download information. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

• Access online information.
• Check and download information.

This unit describes the performance outcomes, skills and knowledge required to access and interpret specific details about tourism products correctly and accurately. This unit does not cover detailed interpretation of airfare information which is covered by a range of other Tourism Sales and Operations units.

• Identify and access product information.
• Interpret product information.

This unit describes the performance outcomes, skills and knowledge required to sell tourism services and products proactively in a range of industry contexts. It requires the ability to provide quality customer service while identifying specific customer needs, suggest a range of products to meet those needs, provide current and accurate product information and close the sale. The sale of some tourism products and services is subject to specific regulation under several federal and state or territory pieces of legislation.

• Identify customer needs.
• Suggest products to meet customer needs.
• Provide product information and advice.
• Follow up sales opportunities.

This unit describes the performance outcomes, skills and knowledge required to calculate the costs of products and services accurately and to present quotations to customers. It requires the ability to provide quotations for products and services where some costing and pricing has already been undertaken in the product development phase.

• Calculate costs of products and services.
• Provide quotations to customer.
• Update and amend quotations.

This unit describes the performance outcomes, skills and knowledge required to make and administer bookings for tourism or hospitality products and services. It requires the ability to identify the customer's product requirements, request and confirm these with appropriate suppliers, and administer all bookings through to finalisation. It describes the coordination of bookings with suppliers, normally a business to business supply.

• Administer customer file and identify booking requirements.
• Request products and services.
• Record request and confirmation.
• Update and finalise bookings.

This unit describes the performance outcomes, skills and knowledge required to process a range of travel documentation commonly used or issued within the tourism industry. It requires the ability to identify and interpret all documentation requirements and to prepare and despatch documents within designated deadlines. Travelrelated documents can include air tickets.

• Interpret information required for processing of documentation.
• Process documentation.

This unit describes the performance outcomes, skills and knowledge required to use a computerised reservations or operations system to create, maintain and administer bookings for a range of products and services in tourism, hospitality or events. It requires the ability to use the system capabilities to fulfil a range of sales and operational functions. The unit concentrates on the specific computer skills required to apply many tourism operational functions.

• Access and manipulate system information.
• Create and process reservations.
• Send and receive communications.
• Administer sales and operations functions using the system.