This qualification reflects the role of individuals who use a range of well-developed retail travel or wholesale sales and operational skills and sound knowledge of industry operations to coordinate travel services. Using discretion and judgement, they work with some independence and under limited supervision using plans, policies and procedures to guide work activities.

SITTIND001 Source and use information on the tourism and travel industry

Tim 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.

SITTTSL002 Access and interpret product information

Tim 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

Tim 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

Tim 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.

SITTTSL005 Sell tourism products and services

Tim 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

Tim 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.

SITTTSL008 Book supplier products and services

Tim 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.

SITTTSL009 Process travel-related documentation

Tim is able to process a range of travel and tourism documentation. It requires the ability to identify and interpret all documentation requirements and to prepare and despatch documents within designated deadlines.

SITTTSL010 Use a computerised reservations or operations system

Tim 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

Tim 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

Tim 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.

SITXCCS006 Provide service to customers

Tim 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

Tim 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

Tim 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.

SITTTSL016 Provide specialist advice on cruises

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

BSBITU306 Design and produce business documents

Tim is able to design and produce various business documents and publications. It includes selecting and using a range of functions on a variety of computer applications.

SITXCCS007 Enhance customer service experiences

Tim 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.