CERTIFICATE III IN TOURISM (RETAIL TRAVEL SALES) (SIT30207)
Implementation Plan
This qualification provides the skills and knowledge for an individual to be competent in a range of well-developed retail travel sales and operational skills.
Work would be undertaken in a retail office or shopfront environment where the planning of customer's travel and touring arrangements takes place.
The qualification reflects the role of skilled operators who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.
The qualification is suitable for an Australian apprenticeship pathway.
Job roles
Individuals with this qualification are able to work in the retail travel sector, covering all types
of retailers, including those that cover or specialise in leisure, corporate, domestic and
international sales. At this level, retail travel personnel can operate in domestic or
international sales and this qualification allows for both.
Possible job titles include:
• travel consultant
• tour desk consultant
• international travel consultant
• leisure consultant
• corporate leisure consultant
• corporate consultant
• international corporate consultant
• online consultant
• mobile travel consultant.
Note: the minimum age of enrolment for this course is 18 years of age.
22 units are required for the qualification.
SESSION 1 - TOURISM KNOWLEDGE
SITTIND001A (CORE) DEVELOP AND UPDATE TOURISM INDUSTRY KNOWLEDGE
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 day-to-day 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.
SESSION 2 - CONTINUOUS IMPROVEMENT
BSBMGT403A (ELECTIVE) IMPLEMENT CONTINUOUS IMPROVEMENT
This unit specifies the outcomes required to implement the organisation's continuous improvement systems and processes. Particular emphasis is on using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements.
- Implement continuous improvement systems and processes.
- Monitor and review performance.
- Implement opportunities for further improvement.
SESSION 3 - THE OFFICE
SITXADM001A (CORE) PERFORM OFFICE PROCEDURES
This unit describes the performance outcomes, skills and knowledge required to complete a range of routine office procedures and activities, including writing simple correspondence.
- Process office documents.
- Draft written communication.
- Maintain document systems.
SITXCOM004A (CORE) COMMUNICATE ON THE TELEPHONE
This unit describes the performance outcomes, skills and knowledge required to communicate effectively on the telephone. It requires the ability to make and receive calls, to take messages on behalf of other people and to use the main features of a telephone correctly.
- Respond to incoming telephone calls.
- Make telephone calls.
SESSION 4 - BUSINESS TECHNOLOGY
BSBCMN205A (CORE) USE BUSINESS TECHNOLOGY
This unit covers the skills and knowledge required to select, use, and maintain business technology. This technology includes the effective use of computer software to organise information and data.
- Select and use technology.
- Process and organise data.
- Maintain technology.
BSBCMN306A (CORE) PRODUCE BUSINESS DOCUMENTS
This unit covers the skills and knowledge required to produce various business documents. It includes the skills and knowledge required to select and use a range of functions on a computer application.
- Select and prepare resources.
- Design document.
- Produce document.
SESSION 5 - INFORMATION
SITTTSL001A (CORE) OPERATE AN ONLINE INFORMATION SYSTEM
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.
SITTTSL002A (CORE) ACCESS AND INTERPRET PRODUCT 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.
SESSION 6 - OH&S
SITXOHS001A (CORE) FOLLOW HEALTH, SAFETY AND SECURITY PROCEDURES
This unit describes the performance outcomes, skills and knowledge required to follow predetermined health, safety and security procedures. It requires the ability to incorporate safe work practices into all workplace activities and to participate in the organisation's OHS management practices. OHS legislation in all Australian States and Territories imposes obligations on employees to participate in the management of their own health and safety and that of their colleagues and anyone else in the workplace.
They have a duty to cooperate with their employer's initiatives to ensure safety at work.
- Follow workplace procedures for health, safety and security.
- Follow procedures for emergency situations.
- Participate in the organisation's OHS practices.
SESSION 7 - INTERNATIONAL DESTINATIONS/ AIRFARES
SITTTSL003A (ELECTIVE) SOURCE AND PROVIDE INTERNATIONAL DESTINATION INFORMATION AND ADVICE
This unit describes the performance outcomes, skills and knowledge required to source and provide information and advice for international destinations, including general product information such as what types or styles of product a destination offers. The unit requires the ability to identify appropriate information sources and research destinations in order to develop, update and maintain a general destination knowledge base relevant to the industry sector and job role.
- Develop knowledge of international destinations.
- Update knowledge of international destinations.
- Provide information and advice on international destinations.
SITTTSL013A (ELECTIVE) CONSTRUCT NORMAL INTERNATIONAL AIRFARES
This unit describes the performance outcomes, skills and knowledge required to construct international air itineraries and cost normal international airfares. It requires the ability to interpret airfare information accurately and configure air itineraries that create optimum airfare costs.
- Interpret international airfare information.
- Configure air itineraries and cost international airfares.
- Construct fares incorporating add-ons.
SITTTSL014A (ELECTIVE) CONSTRUCT PROMOTIONAL INTERNATIONAL AIRFARES
This unit describes the performance outcomes, skills and knowledge required to construct international air itineraries and cost promotional or 'special' international airfares. It requires the ability to interpret airfare information accurately and configure air itineraries which create optimum airfare costs.
- Interpret promotional airfare information.
- Configure air itineraries and cost promotional airfares.
SESSION 8 - CUSTOMER SERVICE
SITXCCS002A (ELECTIVE) PROVIDE QUALITY CUSTOMER SERVICE
This unit describes the performance outcomes, skills and knowledge required to provide quality service to customers in a range of service industry workplaces. It requires the ability to determine and address diverse customer needs and expectations, ascertain changes in customer preferences, establish rapport, deal with complaints and difficult service situations, use opportunities for promoting and upselling, apply knowledge of protocol and ritual for particular types of industry sectors and organisations, and systematically manage a clientele through rewards systems, databases, etc.
- Develop and maintain product, service and market knowledge.
- Provide a quality service experience to customers.
- Deal with complaints and difficult customer service situations.
- Manage and use information about clients and customers.
BSBCUS401A (ELECTIVE) COORDINATE IMPLEMENTATION OF CUSTOMER SERVICE STRATEGIES
This unit covers the skills and knowledge required to advise on, and carry out customer service strategies, and evaluate customer strategies on the basis of feedback and design strategies for improvement.
- Advise on customer service needs.
- Support implementation of customer service strategies.
- Evaluate and report on customer service.
SESSION 9 - WORKING WITH OTHERS
SITXCOM001A (CORE) WORK WITH COLLEAGUES AND CUSTOMERS
This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the service industries. This is a core unit underpinning all other units involving interaction with colleagues and customers. Key required skills and knowledge for this role include meeting personal presentation standards, establishing rapport with customers, determining and addressing customer needs and expectations, dealing with complaints, working in teams and using appropriate communication techniques and mediums.
- Communicate with customers.
- Maintain personal presentation standards.
- Provide service to colleagues and customers.
- Respond to conflicts and customer complaints.
- Work in a team.
SITXCOM002A (CORE) WORK IN A SOCIALLY DIVERSE ENVIRONMENT
This unit describes the performance outcomes, skills and knowledge required to be culturally aware when serving customers and working with colleagues from diverse backgrounds. It requires the ability to communicate with people of different social and cultural backgrounds with respect and sensitivity and address cross-cultural misunderstandings.
- Communicate with customers and colleagues from diverse backgrounds.
- Address cross-cultural misunderstandings.
SESSION 10 - AUSTRALIAN TRAVEL
SITTTSL004A (CORE) SOURCE AND PROVIDE AUSTRALIAN DESTINATION INFORMATION AND ADVICE
This unit describes the performance outcomes, skills and knowledge required to source and provide information and advice for Australian destinations, including general product information such as what types or styles of product can the destination offer. The unit requires the ability to identify appropriate information sources and research destinations in order to develop, update and maintain a general destination knowledge base relevant to the industry sector and job role.
- Develop knowledge of Australian destinations.
- Update knowledge of Australian destinations.
- Provide information and advice on Australian destinations.
SITTTSL005A (CORE) SELL TOURISM PRODUCTS AND SERVICES
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.
SITTTSL006A (CORE) PREPARE QUOTATIONS
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.
SESSION 11 - BOOK PROCESS TRAVEL
SITTTSL008A (CORE) BOOK AND COORDINATE SUPPLIER SERVICES
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.
SITTTSL009A (CORE) PROCESS TRAVEL-RELATED DOCUMENTATION
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. Travel related documents can include air tickets.
- Interpret information required for processing of documentation.
- Process documentation.
SITTTSL010A (CORE) CONTROL RESERVATIONS OR OPERATIONS USING A COMPUTERISED SYSTEM
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 fulfill 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.
