This qualification provides the skills and knowledge for an individual to be competent in a range of well-developed tourism sales, operational and tour delivery skills.

Work would 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. The field includes any destination, local or regional area, tourist precinct, site, attraction or onboard form of transportation.

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.

Theory for the course is self-paced and to be completed within 24 months of enrolment, unless there is additional support required. Strategies will be implemented if gaps are identified. Eight days practical placement at an operational holiday park is to be completed when the course schedule suits the learner.

Cluster One – Administration
SITXHRM001 Coach others in job skills
SITTTSL001 Operate online information systems
BSBSUS201 Participate in environmentally sustainable work practices
SITXFIN002 Interpret financial information
Cluster Two – Customer Service
SITXCOM002 Show social and cultural sensitivity
SITXCCS002 Provide visitor information
SITXCCS006 Provide service to customers
SITXCCS007 Enhance the customer service experience
Cluster Three – Administration (Park based assessment)
SITHACS008 Provide accommodation reception services
SITTTSL007 Process reservations
SITTTSL010 Use a computerised reservations or operations system
SITTIND001 Source and use information on the tourism and travel industry
Cluster Four – Operations (Park based assessment)
SITTVAF005 Fill LPG gas cylinders
SITXWHS001 Participate in safe work practices
SITXWHS002 Identify hazards, assess and control safety risks

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.

Possible job titles include:

• Attraction or theme park attendant
• Booking agent
• Cellar door salesperson and guide in a winery
• Guide and salesperson in an Indigenous cultural centre
• Inbound tour coordinator
• Museum attendant
• Operations consultant for a tour operator
• Reservation sales agent for a tour operator
• Sales consultant
• Senior ride operator in an attraction or theme park
• Visitor information officer

There are no prerequisites for entry to this qualification.

The following table contains a summary of the employability skills required by the tourism industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill
Industry/enterprise requirements for this qualification include :

Communicating with colleagues, other tourism suppliers and agents to plan and deliver the customer’s tourism experience; understanding verbal and written information on tourism products to be delivered; determining and interpreting customer requirements; empathising and negotiating acceptable solutions to customer problems and complaints; providing clear and accurate verbal and written information to customers, suppliers and agents in a culturally appropriate manner to ensure a positive tourism experience.

Working as a team member, giving and receiving instructions and understanding own lead role in servicing the needs of the tourism customer; supporting other team members in their role in providing quality tourism service delivery; respecting the cultural diversity of team members and seeking their assistance to service the culturally diverse needs of tourism customers.

Problem solving
Anticipating problems that may arise with tourism product delivery; mitigating problems by operational planning of all tourism product delivery details; identifying and clarifying the extent of problems and requesting assistance from team members, supervisors, suppliers or agents in solving operational or customer service issues; using predetermined policies and procedures to guide solutions to customer or operational problems associated with delivering the tourism product.

Initiative and enterprise
Showing independence and initiative required to take a lead role in delivering tourism products that meet or exceed customer expectations; identifying and discussing a range of tourism product and service concepts to improve existing product and service delivery.

Planning and organising
Collecting, analysing and organising customer, product and supplier or agent information to allow for efficient planning and delivery of tourism products and services; setting timelines and organising own work flow to coordinate the delivery of tourism experiences; using appropriate predetermined policies and procedures to guide the planning and delivery of tourism products.

Understanding and complying with the legal responsibilities that apply to own role in servicing the tourism customer; knowing own job role and responsibilities in planning and delivering the tourism product; organising own work time and priorities and seeking feedback and guidance from supervisors on success in effectively planning and delivering tourism activities.

Knowing the structure of, networks within, and sources of new information on the tourism industry to enable the sourcing of ongoing learning opportunities; proactively seeking and sharing information with colleagues on new tourism activities and information for customers.

Understanding the operating capability of, selecting and using technologies that assist in planning and delivering tourism products such as computer systems and software, microphones, vehicles, navigation equipment, and recreational and entertainment equipment; correctly using equipment to ensure personal safety in the workplace.

Pathways into the qualification
Individuals may enter this qualification with limited or no vocational experience and without a lower level qualification.

Pathways from the qualification
After achieving SIT30116 Certificate III in Tourism, individuals could progress to SIT40116 Certificate IV in Travel and Tourism, or to Certificate IV qualifications in any service industry field.