SAMPLE. SITTGDE002A Provide arrival and departure assistance. Learner guide. SIT07 Tourism and Hospitality Training Package.

Transcription

1 SIT07 Tourism and Hospitality Training Package SITTGDE002A Provide arrival and departure assistance Learner guide Version 1 Training and Education Support Industry Skills Unit Meadowbank Product Code: 5366

2 Acknowledgments The TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank would like to acknowledge the support and assistance of the following people in the production of this learner resource guide: Project Manager: Reg Edwards Educational Program Manager Training and Education Support, Industry Skills Unit, Meadowbank TAFE NSW Enquiries Enquiries about this and other publications can be made to: Training and Education Support Industry Skills Unit, Meadowbank Meadowbank TAFE Level 3, Building J, See Street, MEADOWBANK NSW 2114 Tel: Fax: The State of New South Wales, Department of Education and Training, TAFE NSW, Training and Education Support Industry Skills Unit, Meadowbank, Copyright of this material is reserved to TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank. Reproduction or transmittal in whole or in part, other than for the purposes of private study or research, and subject to the provisions of the Copyright Act, is prohibited without the written authority of, TAFE NSW. Training and Education Support Industry Skills Unit, Meadowbank. ISBN Developed by Training & Education Support Industry Skills Unit, Meadowbank TAFE NSW 2011

3 Table of contents Introduction General introduction Unit of competency overview Assessment Section 1 Documentation and terminology Introduction Customers who may require arrival/departure assistance Types of transport terminals Relevant travel and tourism industry documentation and terminology Section 2 Arrival transfers Introduction Arrival transfer Tasks to be carried out prior to the transfer Tasks to be carried out at the transport terminal Tasks to be carried out en route to accommodation Section 3 Arrival commentary Introduction Preparation of the arrival commentary Section 4 Accommodation check in Introduction Accommodation venues Section 5 Departure assists Introduction Departure assist procedures Summing Up Developed by Training & Education Support Industry Skills Unit, Meadowbank TAFE NSW 2011

4 Glossary of terms used in this unit of competency Resource Evaluation Form Developed by Training & Education Support Industry Skills Unit, Meadowbank TAFE NSW 2011

5 Introduction 1. General introduction Welcome to SITTGDE002A Provide arrival and departure assistance This national unit of competency is part of the SIT07 Tourism and Hospitality Training Package. When visitors arrive in a particular country, city, town or region, they want to feel welcome, looked after, special, safe and secure. An arrival transfer guide, as the first point of contact, plays an important role in meeting these customer requirements. Similarly a departure transfer guide often provides the important last impression of a country, city, town or region. Your understanding of our customers needs and background helps you enormously in making our customers feel special. Your knowledge of local procedures at transport terminals and accommodation venues helps you to carry out a transfer smoothly. In this Learner s Guide you will be taken through the steps of arrival and departure transfers, including accommodation check-ins and check outs, so that you will have the knowledge and skills required to perform these duties The tourism industry is very competitive. Guides who have the ability to make their customers feel welcome, looked after, special, secure and safe reflect on the reputation of the company that employs them. As already noted, guides who undertake arrival and departure transfers are particularly important because they provide the first or last impression visitors have of a destination. DISCLAIMER While we have made efforts to ensure that the information contained is accurate, the tourism industry is dynamic. Some businesses cease to operate while others start up, new products are developed and existing ones are modified. 2. Unit of competency overview Unit description Once you have provided sufficient evidence to demonstrate competence in this unit you will have achieved the following unit of competency from the nationally endorsed Tourism, Hospitality and Events Training Package SIT07. The following information is from the SIT07 Tourism and Hospitality Training Package. Page 7 of 62

6 SITTGDE002A Provide arrival and departure assistance This unit describes the performance outcomes, skills and knowledge to Provide arrival and departure assistance to customers between transport terminals and accommodation. It requires the ability to check the customer s arrival and departure information, reconfirm all operational aspects of the transportation and accommodation, and provide customers with accurate information. Unit elements and performance criteria ELEMENTS Conduct arrival transfers for visitor groups or individuals. Deliver arrival information to visitors. Check in groups and individuals at accommodation. PERFORMANCE CRITERIA Check and note customer arrival information accurately, and implement promptly any action required to deal with alterations in schedule or delays. Confirm transport for the correct time and place with transport supplier. Employ identification techniques that allow customers to locate the guide at the transport terminal. Use available terminal facilities correctly and fully to assist in meeting customers. Use passenger lists to accurately and legibly record arrivals, no-shows and other comments. Establish and monitor arrangements for the transport of baggage from the terminal prior to the arrival of the customer. Use checking procedures to ensure the correct number of baggage pieces and passengers are transported. Follow established procedures for lost baggage promptly and correctly. Greet customers in a manner that encourages positive feelings of goodwill towards the guide, the company, the region and Australia in general. Provide customers with correct and adequate information and advice to introduce them to the local area. Brief customers on accommodation check-in procedures to minimise confusion and time delay on arrival at accommodation venue. Offer customers friendly and efficient assistance with accommodation check-in or facilitate check-in on behalf of customers. Liaise with accommodation staff during check-in to minimise any communication difficulties between customers and accommodation staff. Page 8 of 62

7 Section 1 Documentation and terminology At the end of this topic you should be able to: List types of customers who may require arrival and departure assistance. List a range of transport terminals. Interpret travel and tourism documentation and explain travel and tourism industry terminology relevant to arrival and departure transfers. Introduction In your role as a guide undertaking arrival and departure transfers, you will need to be familiar with some travel and tourism industry terminology. You will also need to be able to interpret a number of industry documents. Since some terminology and documentation has been covered in other units of competency, we will only look at the terminology and documentation which applies specifically to arrival and departure transfers. Your trainer will show you examples of relevant documents. As guiding is a very people focused job, it is important that you have a good understanding of your customers backgrounds and their needs. This will influence your approach to your work. Your employer/contractor will give you information about your customer group at the tour briefing prior to a guiding job. Please note that tour briefings will be covered in Coordinate and operate a tour. Customers who may require arrival/departure assistance Customers who may require an arrival and/or departure assistance include: international visitors interstate visitors intrastate visitors individuals groups Page 13 of 62

8 Types of transport terminals As well as information on our customer group, there is other information that we need for arrival and departure transfers. This includes information on relevant transport terminals. These could be: domestic airport terminals international airport terminals coach and bus terminals railway stations shipping terminals. Relevant travel and tourism industry documentation and terminology 24 hour clock time You will need to understand 24 hour clock time as this is the way of noting time in most travel and tourism documentation. You should be able to convert the conventional 12 hour clock time to 24 hour clock time. 24 hour clock time is always shown using four digits. The first two digits represent the hour. Commencing with 0000 for midnight, the day progresses through each hour which is consecutively numbered from 0100 (1:00 am) to 2300 (11:00 pm). The last two digits represent the minutes after the hour. Some examples are: Conventional time 24 hour clock time 1:00 am :15 am :00 midday :30 pm :40 pm :00 pm :00 midnight 0000 Relevant airline codes Each commercial airline is represented by a two letter code. It is important that you know the codes for major domestic airlines and Australian international airlines. You should also know the codes for other international carriers that have regular flights into Australia from key inbound market countries. Page 14 of 62

9 Activity 1.1 Airline ticket interpretation Obtain a sample airline e-ticket and a sample boarding pass. These may be your own from a recent trip, or perhaps a friend or family member has travelled on an internal flight recently. Use these to answer the following questions: 1. What is the passenger s name? 2. From where did the passenger fly? 3. To where did the passenger fly? 4. What is the reservation status of the flight? 5. On which airline did the passenger travel? 6. What is the flight number? 7. What time is the flight departure? Page 17 of 62

10 Activity 1.1 (continued) Boarding pass interpretation 1. What is the passenger s name? 2. For which sector of the passenger s journey is the boarding pass? 3. What is the boarding time for the flight? 4. Are there any special services indicated? 5. What is the flight number? 6. From which gate does the flight leave? Page 18 of 62