Key areas of learning - Travel & Tourism

Develop and update tourism industry knowledge
· Access and update specific information on relevant sector(s) of work
· Access and use knowledge of the tourism industry in the correct context to enhance the quality of work performance
· Obtain information on legal & ethical issues to assist effective work performance
· Identify and use a range of opportunities to update general knowledge of the tourism industry
· Monitor current issues of concern to the industry

· Share updated knowledge with customers and colleagues as appropriate, and incorporate into day-to-day work activities
Develop and update local knowledge
· Identify and access appropriate sources of information on the local area
· Record and file information for further use as appropriate and in accordance with enterprise procedures
· Identify & obtain the types of information commonly requested by customers
· Identify and use opportunities to update local knowledge
· Share updated knowledge with customers and colleagues as appropriate and incorporate into day-to-day working activities
Receive and process reservations
· Record details of reservation
· Update reservations
· Determine the availability of the requested reservation and advise this to the customer
· Advise others on reservations details
Follow health, safety and security procedures
· Follow correct health, safety and security procedures in accordance with enterprise policy, relevant legislation and insurance requirements
· Identify & promptly report breaches of health, safety & security procedures
· Report any suspicious behavior or unusual occurrences promptly to the designated person · Recognize emergency & potential emergency situations promptly & determine and/or take required actions within the scope of individual responsibility
· Ensure that personal presentation takes account of the workplace environment & health & safety issues, including appropriate clothing & footwear
· Seek assistance promptly from colleagues and/or other authorities where appropriate
· Report details of emergency situations accurately in accordance with enterprise policy
· Identify issues requiring attention and raise issues with the designated person in accordance with enterprise and legislative requirements
Use business technology
· Select appropriate technology and software applications to achieve the requirements of the task
· Adjust workspace, furniture and equipment to suit the ergonomic requirements of the user
· Identify, open, generate or amend files and records according to task and organization requirements
· Store data appropriately & exit applications without damage to or loss of data
· Use manuals, training booklets and/or on-line help or help-desks to overcome basic difficulties with applications
· Carry out and/or arrange routine maintenance to ensure that equipment is maintained in accordance with manufacturer's instructions and organizational requirements
· Identify accurately equipment faults and take action in accordance with manufacturer's instructions or by reporting fault to the designated person
Work with colleagues and customers
· Use language and tone appropriate to a given situation in both written and spoken communication
· Observe and take into consideration non-verbal communication of colleagues and customers
· Show sensitivity to cultural and social differences
· Practice high standards of personal presentation
· Meet all reasonable needs and requests of customers within acceptable enterprise time frames
· Handle customer complaints positively, sensitively and politely and in consultation with the customer
· Maintain a positive and cooperative manner at all times
· Identify, prioritize & complete individual tasks within designated time frames
Work in a socially diverse environment
· Value customers and colleagues from different cultural groups an treat them with respect and sensitivity
· Take into consideration cultural differences in all verbal and non-verbal communication
· Communicate through the use of gestures or simple words in the other person's language, where language barriers exist
· Identify issues which may cause conflict or misunderstanding in the workplace
· Make efforts to resolve misunderstandings, taking account of cultural considerations
· Refer issues and problems to the appropriate team leader/supervisor for follow up
Produce simple word processed documents
· Adjust workspace, furniture and equipment to suit the ergonomic requirements of the user
· Ensure that work organization meets organizational and Occupational Health and Safety requirements for computer operation
· Clarify document purpose, audience & presentation requirements with relevant personnel in accordance with organizational & statutory requirements
· Open, generate and amend files and records according to task and organizational requirements
· Process financial transactions
· Receive and check cash float accurately where appropriate using correct documentation
· Check payments received from the customer and give correct change where appropriate
· Prepare and issue accurate receipts including all relevant tax details
· Investigate or report discrepancies in the reconciliation within scope of individual responsibility · Record takings in accordance with enterprise procedures
· Perform balancing procedures at the designated times in accordance with enterprise policy and in consultation with colleagues
Communicate on the telephone
· Answer calls promptly, clearly & politely in accordance with enterprise standards
· Repeat call details to the caller to confirm understanding
· Relay messages accurately to the nominated person within designated timelines
· Establish clearly the purpose of the call prior to calling
· Communicate clearly your name, company and reason for calling
Perform office procedures
· Process documents accurately, in accordance with enterprise procedures and within designated timelines
· Identify, rectify or report office equipment malfunctions promptly, and in accordance with enterprise procedures
· Select appropriate format and style for correspondence according to purpose, audience and situation
· Use correct spelling, punctuation & grammar to ensure understanding by receiver
· Check information for accuracy prior to sending
· File/store documents in accordance with enterprise security procedures
· Modify and update reference and index systems in accordance with enterprise procedures
Plan skills development
· Purpose of evidence is clearly understood
· Prepare portfolio of evidence
· Personal work goals are identified and prioritized
· Future work/career directions are discussed with appropriate persons and additional skills requirements are identified
· Personal values and attitudes regarding work and business are taken into account when planning future work/career directions
· Conduct self-assessment of skills with assistance
· Work, life & study experiences relating to business are identified current skills, knowledge & attitudes are assessed against a checklist of target competencies
· Results of self-assessment are discussed with trainer or assessor
· Further skills development needs are identified
· Types of evidence required are identified and discussed
· Examples of evidence are collected for portfolio
· Application for recognition of current competency and/or personal resume is completed with assistance from assessor