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

Coordinate and operate tours

KHU-TOU-0138

Australian Equivalent

SITTGDE023

Elements

Learning Outcomes

This unit describes the performance outcomes, skills and knowledge required to conduct a tour for groups or individuals that includes multiple products, services and sites. It requires the ability to manage the tour logistics of a prearranged itinerary. The coordination of tour delivery requires significant planning and organisational skills as well as the ability to liaise with suppliers and industry colleagues to maximise tour efficiency and customer service quality. This unit has particular application to guides engaged by tour operators, inbound tour operators and tour wholesalers. Sometimes these individuals are called driver guides or coach captains. In an extended touring context, the unit applies to tour managers who accompany tour groups on longer tours and manage the logistics of group movements and touring arrangements at each destination. The unit does not apply to guides wor

Elements & Learning Outcomes

E1Plan tour delivery logistics.

0138.E1.O1Plan tour delivery according to briefing information or operational documentation provided by the tourism operator.

0138.E1.O2Make tour preparations and consider issues to ensure customer needs are met.

0138.E1.O3Prioritise and action tasks required in advance of tour commencement.

E2Brief and assist customers.

0138.E2.O1Welcome customers to tour and provide briefing on tour practicalities and procedures.

0138.E2.O2Provide additional information and assistance to enhance enjoyment of tour.

E3Liaise with industry colleagues.

0138.E3.O1Liaise with industry colleagues to achieve smooth tour operation.

0138.E3.O2Action requests from industry colleagues promptly and willingly wherever possible and request assistance when required.

0138.E3.O3Make agreements about individual and joint responsibilities during tour.

0138.E3.O4Make forward reconfirmations and bookings in a timely manner.

0138.E3.O5Interpret documentation from other organisations and apply appropriately.

E4Manage the itinerary.

0138.E4.O1Conduct tour to schedule and include all features in itinerary.

0138.E4.O2Advise customers courteously and sensitively about unavoidable changes.

0138.E4.O3Re-plan itinerary when necessary to ensure purchased inclusions or their equivalent are delivered and disruption to customers is minimised.

0138.E4.O4Advise industry colleagues and suppliers affected by changes according to organisational procedures.

0138.E4.O5Maintain contact with those fixing the problem when itinerary delays and changes occur, and use negotiation techniques to minimise time delay and negative impact on customers.

0138.E4.O6Keep customers informed of reasons for changes and actions taken.

E5Deal with unexpected events.

0138.E5.O1Assess unexpected events and select appropriate action.

0138.E5.O2Follow organisational procedures in the case of accidents or where safety of customers or colleagues may be threatened.

0138.E5.O3Identify and access sources of assistance promptly.

0138.E5.O4Amend tour to minimise impact on customer enjoyment.

E6Debrief tour.

0138.E6.O1Provide accurate and complete tour reports according to organisational guidelines.

0138.E6.O2Provide customer and personal feedback and other information to assist with future improvements.