Kev enjoying Australia Day
Kev enjoying Australia Day

Kev enjoying Australia Day

BSBCMM401 Make a presentation

This unit covers the performance outcomes, skills and knowledge required to prepare, deliver and review a presentation to a target audience.

BSBMKG401B Profile the market

Profiling a target market or market segments in accordance with a marketing plan and to develop market positioning strategies is covered here

BSBREL401A Establish networks

You will learn to develop and maintain effective work relationships and networks. It covers the relationship building and negotiation skills required by workers within an organisation as well as freelance or contract workers.

SITTIND001 Source and use information on the tourism and travel industry

This unit describes the performance outcomes, skills and knowledge required to source and use current and emerging information on the tourism and travel industry. This includes industry structure, technology, laws and ethical issues specifically relevant to the tourism and travel industry.

SITTTSL001 Operate online information systems

This unit describes the skills and knowledge required to operate an online information system to source information for various operational purposes. It requires the ability to identify information requirements and locate, check and download information.

SITTTSL002 Access and interpret product information

You will learn to access information on tourism products to fulfil any sales or operational need. It requires the ability to identify product information sources and to interpret specific details of the products.

SITTTSL003 Provide advice on international destinations

This unit describes what is required to source and provide customer information and advice about international destinations including the types of product a destination offers. 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

You will learn how to source and provide customer information and advice for Australian destinations including the types of product a destination offers. It requires the ability to identify appropriate information sources and research destinations in order to develop, update a general destination knowledge base.

SITTTSL005 Sell tourism products and services

This unit describes the performance outcomes, skills and knowledge required to proactively sell tourism, hospitality or event products and services. 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.

SITTTSL006 Prepare quotations

You will learn how 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.

SITTTSL007 Process reservations

This unit describes the skills and knowledge required to receive and process reservations for a tourism product or service offered for sale to agents or direct to the consumer. It requires the ability to determine the availability of the product or service, offer alternatives, accurately record the reservation details and administer the reservation through to finalisation.

SITTTSL008 Book supplier products and services

This unit describes what is required to make and administer customer bookings for products and services. It requires the ability to identify customer product requirements, request and confirm these with suppliers and administer all bookings through to finalisation.

SITTTSL009 Process travel-related documentation

This unit describes what is required 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

You will learn to use a computerised reservations or operations system to create, maintain and administer bookings for products and services.

SITTTSL012 Construct normal international airfares

This unit describes the performance outcomes, skills and knowledge required 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 according to International Air Transport Association (IATA) regulations.

SITTTSL013 Construct promotional international airfares

You will learn how 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 according to International Air Transport Association (IATA) regulations.

SITXCCS003 Interact with customers

You will learn how to deliver fundamental customer service to both internal and external customers. It requires the ability to greet and serve customers and cover a range of customer service enquiries including routine customer problems.

SITXCCS006 Provide service to customers

This unit describes what is required 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.

SITXCCS401 Enhance the customer service experience

You will learn how 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.

SITXCOM002 Show social and cultural sensitivity

This unit describes the performance outcomes, skills and knowledge required 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 address cross-cultural misunderstandings.

SITXCOM401 Manage conflict

This unit describes the skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation.

SITXFIN401 Interpret financial information

In this unit you will learn to interpret financial information and reports used by organisations to monitor business performance and provide information on operational or departmental financial activities.

SITXHRM301 Coach others in job skills

You will learn how to provide on-the-job coaching to colleagues. It requires the ability to explain and demonstrate specific skills, knowledge and procedures and to monitor the progress of colleagues until they are able to operate independently of the coach.

SITXHRM402 Lead and manage people

This unit describes the performance outcomes, skills and knowledge required to lead and manage people and teams and support and encourage their commitment to the organisation. It requires the ability to lead by example and manage team performance through effective leadership.

SITXMPR401 Coordinate production of brochures and marketing materials

You will gain the skills and knowledge required to coordinate the development process for brochures and other marketing materials from a content and production perspective.

SITXWHS001 Participate in safe work practices

You will learn how to incorporate safe work practices into all workplace activities. It requires the ability to follow predetermined health, safety and security procedures and to participate in organisational work health and safety management practices.

SITXWHS301 Identify hazards, assess and control safety risks

This unit describes the performance outcomes, skills and knowledge required to identify hazards, assess the associated workplace safety risks, take measures to eliminate or minimise those risks and document all processes.