This unit deals with the cultural awareness that is required by all people working in the tourism and hospitality industries. It includes the cultural awareness required for serving customers and working with colleagues from diverse backgrounds.

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

• Follow workplace procedures for health, safety and security.
• Deal with emergency situations.
• Maintain safe personal presentation standards.
• Provide feedback on health, safety and security.

This unit deals with the skills and knowledge required to develop and update knowledge of the tourism industry, including the role of different industry sectors and key legislation. This knowledge underpins effective performance in all sectors and applies to all people working in the tourism industry. In-depth knowledge is therefore not required.

• Seek information on the tourism industry.
• Source and apply information on legal and ethical issues which impact on the tourism industry.
• Update tourism industry knowledge.

This unit deals with the skills and knowledge required to communicate effectively on the telephone. It is an essential skill for large numbers of people working in all sectors of the tourism and hospitality industries.

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

This unit deals with the skills and knowledge required to complete a range of routine office procedures and activities including writing simple correspondence.

• Process office documents.
• Draft written communication.
• Maintain document systems.

This unit deals with the skills and knowledge required to promote products and services to customers. It relates to situations where the sales function is not the primary focus of work activity. It applies to those employees who deal with customers and whose job provides the opportunity to promote products and services and to ascertain changes in customer preferences eg. waiters, housekeepers, attraction attendants, receptionists.

• Develop and maintain product/service and market knowledge.
• Encourage customers to use and buy products and services.

This unit covers the skills and knowledge required to select, use, and maintain business technology. This technology includes the effective use of computer software to organise information and data.

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

This unit covers preparation and production of short routine letters, notes, memos and records using word processing software.

• Use safe work practices.
• Confirm document requirements.
• Produce documents.

This unit deals with the skills and knowledge required to handle difficult interpersonal situations both with customers and colleagues. The unit covers the conflict resolution skills required by all people working in the tourism and hospitality industry to address the conflicts which may arise in day-to-day work activities. It does not include formal negotiation, counselling or conducting mediation.

• Identify conflict situations.
• Resolve conflict situations.
• Respond to customer complaints.

This unit deals with the skills and knowledge required to source and provide destination information and advice including general product information (eg. what types of product can the destination offer).

• Develop destination knowledge.
• Update destination knowledge.
• Provide destination information and advice.

This unit deals with the skills and knowledge required to access and interpret specific tourism product information. Tourism personnel need to correctly interpret product information to fulfil a range of sales and operational activities such as selling tourism products and issuing documentation.

• Identify and access product information.
• Interpret product information.

This unit deals with the skills and knowledge required to sell tourism services and products proactively in a range of industry contexts. This unit applies to staff, where selling is a key focus of the job role, such as travel consultants, information officers and reservations consultants.

• Identify customer needs.
• Suggest products to meet customer needs.
• Provide product information and advice.
• Follow up sales opportunities.

• Calculate costs of products and services.
• Provide quotations to customer.
• Update and amend quotations.

This unit deals with the 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.

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

This unit deals with the skills and knowledge required to make and administer bookings for tourism or hospitality products and services. It describes the co ordination of bookings with suppliers, normally a business to business supply.

• Administer customer file and identify booking requirements.
• Request services.
• Record request and confirmation.
• Update and finalise bookings.

• Prepare for customer contact.
• Process customer inquires.
• Arrange provision of a product or service.
• Manage customer contact.

• Implement continuous improvement systems and processes.
• Monitor, adjust and report performance.
• Consolidate opportunities for further improvement.

• Plan to meet internal and external customer requirements.
• Ensure delivery of quality products and services.
• Monitor, adjust and report customer service.