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

Manage extended touring programs

KHU-TOU-0139

Australian Equivalent

SITTGDE024

Elements

Learning Outcomes

This unit describes the performance outcomes, skills and knowledge required to coordinate touring programs of more than one day duration. It requires the ability to manage all tour logistics and to solve touring and group member problems. It also requires skills to ensure the ongoing welfare and satisfaction of tour group members and to develop and maintain group cohesion and rapport. This unit applies to tour operations, inbound tour operations and tour wholesaling sectors, and to tour managers, tour directors, tour leaders and tour escorts employed by those companies. These individuals may lead extended tours in Australia or overseas, and are responsible for logistical management of touring programs that usually include multiple destinations. They work independently in the field, within established organisational procedures. When on tour, they take a lead role without supervision, only

Elements & Learning Outcomes

E1Manage touring arrangements.

0139.E1.O1Manage touring program logistics in a holistic way taking account of legal, ethical, safety and sustainability considerations.

0139.E1.O2Conduct touring program according to prearranged itinerary.

0139.E1.O3Make forward reconfirmations and bookings progressively.

0139.E1.O4Reconfirm or arrange operational details progressively.

0139.E1.O5Make adjustments to touring arrangements when required within the scope of individual responsibility.

0139.E1.O6Make major adjustments within budget according to controlling office guidelines.

0139.E1.O7Maintain ongoing contact with controlling office and forward suppliers as required.

E2Liaise and negotiate with others.

0139.E2.O1Maximise operational efficiency and customer service levels by effective liaison and negotiation with those contributing to program operations.

0139.E2.O2Conduct negotiations in a professional manner in relevant cultural context.

0139.E2.O3Select negotiation style appropriate to circumstance and use negotiation and communication techniques to maximise chances of an acceptable outcome for all parties.

0139.E2.O4Conduct negotiations in context of entire touring program to take account of overall relationship between the organisation and other stakeholders.

0139.E2.O5Confirm agreements in writing as required.

0139.E2.O6Provide relevant information to controlling office as required.

E3Develop and maintain group rapport.

0139.E3.O1Develop and maintain a team spirit for duration of program.

0139.E3.O2Gain trust and confidence of group through professional competence and integrity.

0139.E3.O3Use leadership and communication techniques to foster group cohesion.

0139.E3.O4Encourage customer participation and group interaction.

0139.E3.O5Identify and assess potential conflicts within the group and should conflict arise, take appropriate action to resolve.

E4Resolve problems that arise on tour.

0139.E4.O1Identify and consider problems from an operational and customer service perspective in the context of the entire touring program.

0139.E4.O2Initiate short-term action to resolve immediate problems where appropriate.

0139.E4.O3Analyse problems for long-term commercial impact and assess and action solutions.

0139.E4.O4Present a positive image of organisation and its contracted suppliers at all times.

0139.E4.O5Take responsibility for resolving problems within scope of individual authority and to ensure customer satisfaction.

0139.E4.O6Consult controlling office to resolve problems outside scope of guidelines and responsibility.

0139.E4.O7Take appropriate follow-up action to monitor effectiveness of chosen solutions.