This qualification provides a pathway to work in many tourism industry sectors and for a diversity of employers including tour operators, inbound tour operators, visitor information centres, attractions, cultural and heritage sites and any small tourism business requiring multi-skilled employees. Work could be undertaken in an office environment where the planning of tourism products and services takes place, in the field where tourism products are delivered or a combination of both.

SITTIND001 Source and use information on the tourism and travel industry

Heather 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.

SITXCCS006 Provide service to customers

Heather is able to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints.

SITXCOM002 Show social and cultural sensitivity

Heather is able to be socially aware when serving customers and working with colleagues. It requires the ability to communicate with people from a range of social and cultural groups with respect and sensitivity, and to address cross-cultural misunderstandings should they arise.

SITXWHS001 Participate in safe work practices

Heather is able to incorporate safe work practices into own workplace activities. It requires the ability to follow predetermined health, safety and security procedures and to participate in organisational work health and safety (WHS) management practices.

SITTTSL001 Operate online information systems

Heather is able to operate an online information system to source information for various operational purposes. It requires the ability to identify information requirements and locate, check and download information

SITTTSL002 Access and interpret product information

Heather 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

Heather 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.

SITTTSL004 Provide advice on Australian destinations

Heather is able to source and provide customer information and advice relating to Australian 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.

SITTTSL008 Book supplier products and services

Heather is able to make and administer customer bookings for products and services. It requires the ability to identify customer booking requirements, request and confirm them with suppliers, and administer all bookings through to finalisation.

SITXCCS002 Provide visitor information

Heather is able to access general information on facilities, products and services available in the local area and to provide this to visitors.

SITXCCS001 Provide customer information and assistance

Heather is able to provide customers with information and assistance on facilities, products and services.

SITXCCS007 Enhance customer service experiences

Heather 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.

SITTTSL005 Sell tourism products and services

Heather 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.

SITTTSL010 Use a computerised reservations or operations system

Heather 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.

SITTTSL016 Provide specialist advice on cruises

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