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SIT Tourism, Hospitality and Events


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Showing 113–128 of 156 results

  • SITXCCS001 Provide customer information and assistance

    $21.95 inc. GST
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    What's it about? This unit describes the performance outcomes, skills and knowledge required to provide customers with information and assistance on facilities, products and services. Who's it for? The unit applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts. Information and assistance are often provided face-to-face, but may be by telephone or other remote mechanisms.Customer service personnel working under supervision undertake this function, but the unit is also relevant to those working in operational roles where customer service may not be the main focus of work, e.g. animal handlers in a zoo or technicians in a theatre.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXCCS002 Provide visitor information

    $21.95 inc. GST
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    What's it about? This unit describes the performance outcomes, skills and knowledge required to access general information on facilities, products and services available in the local area and to provide this to visitors. Who's it for? The unit applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts. Information is often provided face-to-face, but may be by telephone or other remote mechanisms.It applies to frontline service personnel who routinely respond to visitor requests for general local area information. They may be working independently or with guidance from others in restaurants, hotels, wineries, attractions, entertainment venues, tour operations, visitor information centres and at tour desks.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXCCS003 Interact with customers

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to deliver fundamental customer service to both internal and external customers. It requires the ability to greet and serve customers, and respond to a range of basic customer service enquiries, including routine customer problems. Who's it for? The unit applies to frontline service personnel who operate under close supervision and with guidance from others. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.The unit applies to individuals working in a range of tourism, travel, hospitality and events contexts.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXCCS004 Provide lost and found services

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to provide service to customers who have lost or found items. It requires the ability to determine and record details of items, investigate lost items, assist claimants and complete documentation. Who's it for? The unit applies to frontline operations personnel working in a range of tourism, travel, hospitality and entertainment and cultural contexts.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXCCS006 Provide service to customers

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints. Who's it for? The unit applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision.This includes individuals working in a range of tourism, travel, hospitality and events contexts.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXCCS007 Enhance the customer service experience

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints. Who's it for? The unit applies to those who deal directly with customers on a daily basis and who operate independently or with limited guidance from others. It includes senior frontline sales personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences.This includes individuals working in a range of tourism, travel, hospitality and events contexts.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXCCS008 Develop and manage quality customer service practices

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. Who's it for? The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions.This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small, medium or large organisation.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXCOM001 Source and present information

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to conduct basic research and present information in response to an identified need. Who's it for? The unit applies to all industry sectors and to any individual who needs to use very basic research and presentation skills in the workplace. People working under supervision would undertake this role.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXCOM002 Show social and cultural sensitivity

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to be socially aware when serving customers and working with colleagues. It requires the ability to communicate with people from a range of social and cultural groups with respect and sensitivity, and to address cross-cultural misunderstandings should they arise. Who's it for? The unit applies to all tourism, travel, hospitality and event sectors. All personnel at all levels use this skill in the workplace during the course of their daily activities.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXCOM003 Provide a briefing or scripted commentary

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to deliver information to a group using basic group communication and presentation techniques. Often the information would have been prepared or scripted by others. Who's it for? The unit applies to individuals in all industry sectors who present information or commentary to a group of people, but who do not require the complete suite of presentation, commentary or public speaking skills. This could include those working in museums, attractions, on aircraft and in any business or community situation where oral communication to a group is required. They could be working under supervision or with guidance from others.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXCOM004 Address protocol requirements

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to source and access information on protocol requirements to fulfil any sales or operational need. It requires the ability to identify appropriate information sources, access and interpret specific details of protocol requirements, and coordinate the use of protocol. Who's it for? The unit applies to many tourism, travel, hospitality and event sectors and is particularly relevant to events, function coordination, tour operations and tour guiding.Protocol affects a broad range of business and government activity and the breadth and depth of protocol knowledge required will vary. This unit does not require in-depth knowledge of protocol requirements, but rather focuses on the ability to collect and interpret protocol information.This unit applies to a range of people working independently or with limited guidance, including tour and event coordinators and managers, tour guides, and front of house or duty managers.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXCOM005 Manage conflict

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation. Who's it for? The unit applies to all tourism, travel, hospitality and event sectors.The unit applies mainly to senior operational personnel, supervisors and managers who operate with some level of independence and use discretion and judgement to resolve conflicts.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXFIN001 Process financial information

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to accept and process cash and other payments for products and services, and reconcile takings at the end of the service period or day. Who's it for? The unit applies to all tourism, travel, hospitality and event sectors.This unit mainly applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. It does, however, describe a fundamental operational function and those people who work with very little independence under close supervision would also use this skill.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXFIN002 Interpret financial transactions

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to interpret financial information and reports used by organisations to monitor business performance and provide information on operational or departmental financial activities. Who's it for? The unit applies to all tourism, travel, hospitality and event sectors.It applies to those people who operate independently or with limited guidance from others. This includes supervisors and departmental managers. This unit does not include the skills required to produce reports for the overall operation of the department or whole organisation. These would be created by senior managers, financial specialists or accountants.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXFIN003 Manage finances within a budget

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to take responsibility for budget management where others may have developed the budget. It requires the ability to interpret budgetary requirements, allocate resources, monitor actual income and expenditure, and report on budgetary deviations.The skills and knowledge for budget development are covered in SITXFIN004 Prepare and monitor budgets. Who's it for? This unit applies to all tourism, travel, hospitality and event sectors. The budget may be for an entire organisation, for a department or for a particular project or activity.It applies to those who operate independently or with limited guidance from others. This includes supervisors and departmental managers.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura

  • SITXFIN004 Prepare and monitor budgets

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    What's it about? This unit describes the performance outcomes, skills and knowledge required to analyse financial and other business information to prepare and monitor budgets. It requires the ability to draft and negotiate budgets, identify deviations, and manage the delivery of successful budgetary performance. Who's it for? The unit applies to all tourism, travel, hospitality and event sectors. The budget may be for an entire organisation, for a department or for a particular project or activity.It applies to senior personnel who operate independently or with limited guidance from others and who are responsible for making a range of financial management decisions.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

    Publisher: Futura