SITTTSL004A Source and provide Australian destination information and advice SAMPLE. Learner Resource

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1 SITTTSL004A Source and provide Australian destination information and advice Learner Resource Training and Education Support Industry Skills Unit Meadowbank Product Code: 3042

2 Acknowledgments 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 resource. Project Team Jan Jorgensen Teacher, Travel and Tourism TAFE NSW Reg Edwards Project manager: Leanne Courtney Teacher, Travel and Tourism TAFE NSW Reg Edwards Education Programs Manager TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank Enquiries Enquiries about this and other publications can be made to: TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank Locked Bag No. 6 MEADOWBANK NSW 2114 Tel: Fax: The State of New South Wales, TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank, 2008 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 i

3 Table of Contents INTRODUCTION... 1 RESOURCE OVERVIEW... 1 REQUIRED SKILLS AND KNOWLEDGE... 1 ELEMENTS AND PERFORMANCE CRITERIA... 3 SUGGESTED LEARNING RESOURCES... 4 TOPIC 1 OBTAINING TOURISM DESTINATION INFORMATION... 5 SOURCES OF TOURISM DESTINATION INFORMATION... 5 TOPIC 2 PROVIDING TOURISM DESTINATION INFORMATION TO CUSTOMERS SITUATIONAL AND DESCRIPTIVE TOURISM DESTINATION INFORMATION OVERVIEW AUSTRALIA DESTINATION INFORMATION SUMMING UP 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. Refer to your trainer for current updated information. iii

4 Topic 1 Obtaining tourism destination information At the end of this topic you should be able to: Describe the ways in which tourism destination information is distributed within the travel and tourism industry. Use available resources to access current, relevant and accurate information on domestic and international tourism destinations. Current, accurate and relevant tourism destination information is essential for travel and tourism industry professionals. This information underpins most of the industry s activities. It is required for the development of travel itineraries and tour products. It is essential for the successful sale of tourism products to customers. To provide appropriate customer service, travel and tourism industry personnel must have a sound knowledge base covering domestic and international tourism destinations. Then, constant expanding and updating of this information is required to ensure that the details customers receive are current and accurate. When purchasing tourism products, customers quite rightly expect to receive professional information and advice. Let s consider some of the ways in which travel and tourism industry personnel develop and update their destination knowledge. You should access as many of these information sources as possible so that you can see the type and range of information available for yourself. Sources of tourism destination information Current destination information is distributed within the travel and tourism industry in many ways. Many of these information sources can also be accessed by people outside the industry (note particularly numbers 7-15 below). Key sources of destination information include: 1. Industry principals, tour wholesalers, tour operators and national tourism organisations often employ sales representatives to visit other industry firms, particularly retail travel agents, and distribute the latest tourism destination and product information. Sales representatives may call on a regular basis or as required. 5

5 SITTTSL004A Source & provide Australian destination information & advice 2. Many tour wholesalers hold destination and product launches, introducing new destinations and products to those working in other sectors of the travel and tourism industry. This is usually done early in the year when new tour brochures are being distributed. 3. To expand and update the knowledge of industry personnel, travel and tourism firms and organisations also hold seminars and workshops focusing on destinations and products. 4. Internet, and fax destination and product updates are a feature of the industry. This is the easiest method to reach a large number of people quickly with the latest information. 5. National tourism organisations (N.T.O s) and other government bodies distribute Agent s Manuals, maps, videos and other destination specific information. 6. Where possible, industry personnel undertake educational/ familiarisation visits and carry out site inspections to improve their knowledge. Educational, famils and site inspections are usually provided by principals, tour wholesalers or tour operators. 7. Destination and product updates are a feature of trade journals like Traveltrade and Travel Week. 8. The general media, particularly newspapers, journals and television, is an important source of current destination information. World news is important to travel industry personnel. We must know what is happening in destinations worldwide since this will have an impact on tourism products and services. Many newspapers and journals also have travel sections or features. Television provides travel shows and documentaries on specific destinations. Visual information of this kind is very valuable. 9. Tour brochures and other industry publications like in-flight magazines contain a wealth of destination information. 10. Travel and tourism industry trade shows open to the industry and/ or public are significant. 11. Many industry staff members undertake formal study to improve their destination knowledge (as you are doing now). 12. Informal discussion with well travelled colleagues, customers and others is a very valuable source of current destination information. Personal travel is even better! 13. Of course, atlases, maps and publications containing maps are essential to fully understand the relationship between places and how they may be arranged in a sequence to form an itinerary. Maps provide other information too. For example, many maps indicate the distances between places. Since distance and travel time are related, this type of information is also necessary for itinerary planning. 6

6 14. Industry personnel use a range of reference books and publications to assist them in their role. These publications available both online and in print form provide advice on destination information, visa requirements, customs and health for example. 15. Travel literature is also important. It covers personal travel narratives, memoirs, biographies and photographic records of specific places or journeys. Travel literature often provides interesting insights into destinations not otherwise available, thereby adding another dimension to destination information. 7

7 SITTTSL004A Source & provide Australian destination information & advice Activity 1.1 Complete the following short research exercises. 1. Name three (3) general media publications (newspapers, magazines, journals) which have a regular travel feature or travel section. 2. a) Name two (2) current television programs which deal with tourism destinations (travel shows or useful documentaries). b) Write a short report providing details about one (1) of these programs. 8