This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the service industries. This is a core unit underpinning all other units involving interaction with colleagues and customers. Key required skills and knowledge for this role include meeting personal presentation standards, establishing rapport with customers, determining and addressing customer needs and expectations, dealing with complaints, working in teams and using appropriate communication techniques and mediums.

• Communicate with customers.
• Maintain personal presentation standards.
• Provide service to colleagues and customers.
• Respond to conflicts and customer complaints.
• Work in a team.

• Communicate with customers and colleagues from diverse backgrounds.
• Address cross-cultural misunderstandings.

This unit describes the performance outcomes, skills and knowledge required to complete a range of routine office procedures and activities, including writing simple correspondence.

• Process office documents.
• Draft written communication.
• Draft written communication.

• Select and prepare resources.
• Design document.
• Produce document.

• Identify conflict situations.
• Resolve conflict situations.
• Evaluate conflict situations.

This unit describes the performance outcomes, skills and knowledge required to communicate effectively on the telephone. It requires the ability to make and receive calls, to take messages on behalf of other people and to use the main features of a telephone correctly.

• Respond to incoming telephone calls.
• Make telephone calls.

This unit describes the performance outcomes, skills and knowledge required to follow predetermined health, safety and security procedures. It requires the ability to incorporate safe work practices into all workplace activities and to participate in the organisation's OHS management practices. OHS legislation in all Australian States and Territories imposes obligations on employees to participate in the management of their own health and safety and that of their colleagues and anyone else in the workplace. They have a duty to cooperate with their employer's initiatives to ensure safety at work.

• Follow workplace procedures for health, safety and security.
• Follow procedures for emergency situations.
• Participate in the organisation's OHS practices.

This unit describes the performance outcomes, skills and knowledge required to source and provide information and advice for international destinations, including general product information such as what types or styles of product a destination offers. The unit requires the ability to identify appropriate information sources and research destinations in order to develop, update and maintain a general destination knowledge base relevant to the industry sector and job role.

• Develop knowledge of international destinations.
• Update knowledge of international destinations.
• Provide information and advice on international destinations.

This unit describes the performance outcomes, skills and knowledge required to receive and process reservations for a tourism or hospitality 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. This unit does not cover specific selling skills required by reservations or call centre staff,
nor does it cover the use of a computerised reservation system to manage reservations.

• Receive reservation request.
• Record details of reservation.
• Update reservations.
• Advise others on reservation details.

• Select and use technology.
• Process and organise data.
• Maintain technology.

• Prepare for presentations.
• Make presentations.