SIT40212 Cert IV in Travel & Tourism
This qualification reflects the role of individuals who use a broad range of sales and marketing or operational skills combined with sound knowledge of industry operations. They operate independently or with limited guidance from others and use discretion to solve non-routine problems. Many people have supervisory responsibilities and plan, monitor and evaluate the work of team members. Theory for the course is self-paced and to be completed within 12 months of enrolment, unless there is additional support required. Strategies will be implemented if gaps are identified.
Cluster One – Reservations
SITTIND201 Source and use information on the tourism & travel industry
SITTTSL201 Operate on online information system
SITXCOM201 Show social and cultural sensitivity
Cluster Two – Customer Service
SITXHRM301 Coach others in job skills (Core)
SITXMGT401 Monitor work operations
SITXHRM402 Lead and manage people
Cluster Three – Administration
SITXCCS401 Enhance the customer service experience (Core)
SITXCOM401 Manage conflict (Core)
SITXFIN401 Interpret financial information (Core)
SITXWHS301 Identify hazards, assess and control safety risks (Core)
This qualification provides a pathway to work in any sector of the tourism and travel industry as a supervisor or senior operations or sales coordinator. This qualification allows for multiskilling and for specialisation in operations or marketing.
Possible job titles include:
◾reservations sales or call centre supervisor
◾senior operations coordinator
◾senior or supervisory retail consultant
Entry to this qualification is open to individuals who are able to demonstrate tourism and travel industry knowledge, customer service and operational skills. The individual must either:
1. Be formally assessed through a training program or recognition process, against one of the unit clusters below.
1. Have relevant tourism and travel industry employment experience. A job that has involved the application of skills described in one of the unit clusters would be a satisfactory indicator for entry. A determination need not involve a formal process of measuring, evaluating or recording performance against the units of competency.
Industry/enterprise requirements for this qualification include:
Providing briefings to operational staff; seeking feedback from colleagues and customers on sales, operational and service issues; anticipating and determining customer preferences and expectations to provide professional and personalised customer service experiences, managing team member and customer conflict sensitively, courteously and discreetly; empathising and negotiating acceptable solutions to team member and customer problems and complaints.
Initiative and enterprise
Proactively consulting with colleagues about ways to improve sales, operational and service efficiency; providing feedback to managers to inform future planning; participating in continuous improvement by reporting success or deficiencies of travel and tourism products and services; suggesting ideas for new or improved products and increased profitability.
Knowing sources of new information on the travel and tourism industry; being aware of opportunities to learn and participating in travel and tourism industry professional development activities; supporting team members to learn.
Planning and organising
Monitoring operational efficiency and service levels through close contact with day to day work operations; assessing current team member workloads and scheduling work to maximise operational efficiency and customer service quality; assessing operational and service workflow and assisting team members to prioritise workload to deliver a positive service outcome for travel and tourism customers.
Identifying and assessing sales, operational and service issues, discussing and suggesting solutions with managers; initiating short term action to resolve immediate sales, operational or service problems; taking responsibility for resolving escalated customer complaints or requesting assistance from managers to resolve issues; using discretion and judgement as well as predetermined policies and procedures to guide solutions to sales, operational and service problems.
Understanding legal compliance issues and providing advice to team members; organising and self-directing own work priorities to deliver travel and tourism sales and service; taking responsibility for implementing predetermined policies and procedures for a range of practices including conflict management, customer service, workplace health and safety; leading and managing a team of individuals, monitoring workplace operations and service delivery; proactively seeking feedback and advice on improving team leader skills.
Motivating and leading teams; providing instructions, support and coaching; planning work operations to take account of team member strengths; proactively sharing information, knowledge and experiences with team members.
Understanding the operating capability of, selecting and using equipment, computer systems, software and information systems that assist in travel and tourism sales, operational and service activities.