Cambodian Skills Delivery Model

SEAL National Course Catalogue · MLVT / National Training Board

Sector Frameworks

1,164

Qualifications

15,161

Competency Units

10,938

Elements

41,782

Learning Outcomes

2,822

Assessment Packages

Provide arrival and departure assistance

KHU-TOU-0130

Australian Equivalent

SITTGDE015

Elements

Learning Outcomes

This unit describes the performance outcomes, skills and knowledge required to provide assistance to customers between transport terminals and other locations, including accommodation providers. It requires the ability to check customer arrival and departure information, reconfirm all operational aspects of transportation and provide customers with accurate information. This unit applies to tour operations, tour wholesaling, event and accommodation sectors. Arrival and departure assistance may be provided at international or domestic transport terminals and could be for groups or individual travellers. This job function requires the use of discretion and judgement within predefined organisational procedures. This unit applies to individuals working independently with limited supervision. This could include tour guides, tour managers, coach captains and hire car drivers. Tour guides, resi

Elements & Learning Outcomes

E1Conduct arrival transfers for groups or individuals.

0130.E1.O1Check customer arrival information, and take action to deal with alterations or delays.

0130.E1.O2Confirm transport details with transport supplier.

0130.E1.O3Use identification techniques so customers can locate the guide at the transport terminal.

0130.E1.O4Make safe and appropriate use of terminal facilities.

0130.E1.O5Record arrivals, no-shows and other comments on relevant documentation.

0130.E1.O6Establish and monitor baggage arrangements prior to customer arrival.

0130.E1.O7Ensure correct number of baggage pieces and passengers are transported following check-in procedures.

0130.E1.O8Follow established procedures for lost baggage.

E2Deliver arrival information to customers.

0130.E2.O1Greet customers in a manner that encourages a positive response towards the guide, company, region and Australia in general.

0130.E2.O2Provide customers with information and advice to introduce them to the local area.

E3Check-in groups and individuals at accommodation.

0130.E3.O1Brief customers on accommodation check-in procedures.

0130.E3.O2Offer assistance with accommodation check-in or facilitate check-in on behalf of customers.

0130.E3.O3Liaise with accommodation staff during check-in to minimise any communication difficulties.

E4Conduct departure transfers for groups and individuals.

0130.E4.O1Verify departure details in advance of transfer and take action to respond to variations.

0130.E4.O2Organise customer departure to minimise disruption and take account of safety issues.

0130.E4.O3Check details of departing passengers and ensure all are accounted for.

0130.E4.O4Check baggage prior to departure using procedures that ensure no items are left behind.

0130.E4.O5Advise customers to check belongings prior to departure.

0130.E4.O6Advise customers on transport terminal departure procedures, including safety requirements.

0130.E4.O7Obtain feedback on products and services from customers and relay information to relevant people.

0130.E4.O8Offer assistance with transport check-in or facilitate check-in on behalf of customers.