This qualification reflects the role of senior managers with advanced operational skills who use a broad range of travel or tourism skills, combined with specialised managerial skills and substantial knowledge of industry operations, to coordinate travel or tourism operations. They operate with significant autonomy and are responsible for making strategic business management and operational decisions.

BSBDIV501 Manage diversity in the workplace

Sam is able to manage diversity in the workplace. It covers implementing the organisation’s diversity policy, fostering diversity within the work team and promoting the benefits of a diverse workplace.

BSBMGT617 Develop and implement a business plan

Sam is able to run a business operation and covers the steps required to develop and implement a business plan.

BSBRSK501 Manage risk

Sam is able to manage risks in a range of contexts across an organisation or for a specific business unit or area in any industry setting.

BSBWRT401 Write complex documents

Sam is able to plan documents, draft text, prepare final text and produce documents of some complexity.

SITTIND001 Source and use information on the tourism and travel industry

Sam is able to source and use current and emerging information on the tourism and travel industry. This includes industry structures, technology, laws and ethical issues specifically relevant to the tourism and travel industry. Tourism and travel personnel integrate this essential knowledge on a daily basis to work effectively in the industry.

SITXCCS007 Enhance customer service experiences

Sam is able to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints.

SITXCCS008 Develop and manage quality customer service practices

Sam is able to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service.

SITXFIN003 Manage finances within a budget

Sam is able to take responsibility for budget management where others may have developed the budget. It requires the ability to interpret budgetary requirements, allocate resources, monitor actual income and expenditure, and report on budgetary deviations.

SITXFIN004 Prepare and monitor budgets

Sam is able to analyse financial and other business information to prepare and monitor budgets. It requires the ability to draft and negotiate budgets, identify deviations, and manage the delivery of successful budgetary performance.

SITXGLC001 Research and comply with regulatory requirements

Sam is able to comply with laws and licensing requirements for specific business operations. It requires the ability to access and interpret regulatory information, determine scope of compliance, and develop, implement and continuously review and update policies and practices for business compliance.

SITXHRM003 Lead and manage people

Sam is able to lead and manage people including in teams and support and encourage their commitment to the organisation. It requires the ability to lead by example and manage performance through effective leadership.

SITXMGT001 Monitor work operations

Sam is able to oversee and monitor the quality of day-to-day work. It requires the ability to communicate effectively with team members, plan and organise operational functions, and solve problems.

SITXMGT002 Establish and conduct business relationships

Sam is able to establish and manage positive business relationships. It requires the ability to use high-level communication and relationship building skills to conduct formal negotiations and make commercially significant business-to-business agreements.

SITXMPR007 Develop and implement marketing strategies

Sam is able to analyse internal and external business environments, and develop and evaluate marketing strategies and plans for products and services.

SITXWHS004 Establish and maintain a work health and safety system

Sam is able to develop, implement and sustain effective, professional and contemporary work health and safety (WHS) management practices. It requires the ability to establish and review systems, policies and procedures designed to ensure a safe workplace.

SITTPPD008 Develop tourism products

Sam is able to manage the strategic product development process from initial research through to product establishment and monitoring.

SITXFIN002 Interpret financial information

Sam is able to interpret financial information and reports used by organisations to monitor business performance and provide information on operational or departmental financial activities.

SITXMGT003 Manage projects

Sam is able to develop project plans, implement project activities, monitor progress to ensure objectives are achieved, and evaluate all aspects of projects.

SITTTSL002 Access and interpret product information

Sam is able to access product information on tourism, travel, hospitality, or events products to fulfil sales or operational needs. It requires the ability to identify sources of information and to interpret specific details of the products.

SITTTSL003 Provide advice on international destinations

Sam is able to source and provide customer information and advice relating to international destinations and their features. It requires the ability to identify appropriate information sources and research destinations in order to develop and update a general destination knowledge base.

SITTTSL005 Sell tourism products and services

Sam is able to proactively sell tourism, travel, hospitality or event products. It requires the ability to identify specific customer needs, suggest a range of products to meet those needs, provide current and accurate product information and close the sale. The unit only covers sales skills and not related product and destination knowledge which is covered in other units.

SITTTSL006 Prepare quotations

Sam is able to calculate the costs of products and services and to present quotations to customers. It requires the ability to provide quotations for products and services where business pricing has already been determined.

SITTTSL010 Use a computerised reservations or operations system

Sam is able to use a computerised reservations or operations system to create, maintain and administer bookings for products and services. The unit covers the required computer skills to use all system functions and capabilities and not the related sales skills, which are found in other units.

SITTTSL012 Construct normal international airfares

Sam is able to create flight itineraries and construct normal international airfares. It requires the ability to interpret flight information and conditions applicable to specific fares and to construct airfares that meet customer needs according to International Air Transport Association (IATA) regulations.

SITTTSL013 Construct promotional international airfares

Sam is able to create flight itineraries and construct promotional or ‘special’ international airfares. It requires the ability to interpret flight information and conditions applicable to specific fares and to construct airfares that meet customer needs according to International Air Transport Association (IATA) regulations.

SITTTSL016 Provide specialist advice on cruises

Sam is able to develop detailed knowledge of cruise operations, products and destinations and to provide information and advice to customers on extended cruise options.

SITXCOM005 Manage conflict

Sam is able to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation.