SITTIND001 - Source and Use Information on the Tourism and Travel Industry - Sell Tourism Products and Services - Report Writing Assignment Help

Assignment Task:

SITTIND001:Source and Use Information on theTourism and Travel Industry

1(a). Identify sources of information on the structure and operation of the tourism and travel industry.

1(b). Access specific information of relevance to the tourism and travel industry to assist operational duties 

1(c). Obtain information on features of current and emerging tourism products and services relevant to job role. 

1.(d). Use knowledge of the tourism and travel industry and its products and services to enhance the quality of work performance. 

2(a). Obtain information on laws specifically relevant to the tourism and travel industry and work compliantly. 

2(b). Seek information on industry quality assurance schemes and use it to benefit own organisation. 

2(c). Access information on career planning and equal employment opportunity (EEO) law. 

2(d).Obtain information on ethical industry practices and conduct day-to-day tourism and travel activities according to those practices. 

3(a).Source and access information on current and emerging technologies that impact on operational duties. 

3(b).Use information on technology to suggest new and improved workplace practices. 

3(c). Use current and emerging technology in day-to- day work activities to enhance the quality of work performance. 

4(a). Identify and use a range of opportunities to update knowledge of the tourism and travel industry. 

4(b). Monitor current issues and trends for the industry. 

4(c). Share current tourism and travel issues and trends with colleagues.

SITTTSL005:Sell Tourism Products and Services

1(a). Establish rapport with customer to promote goodwill and trust. 

1(b). Determine customer needs and preferences, including cultural preferences and expectations. 

1(c). Identify appropriate products to meet customer needs and specific information and advice relevant to these products. 

1(d). Identify any customer requests which, if met, would breach ethical and legal commitments. 

2(a). Use product knowledge to tailor product options to specific customer needs. 

2(b). Make any product suggestions according to current promotional focus and organisational preferred product arrangements. 

2(c). Make customer aware of additional products that may enhance their request and maximise the sale profitability.

2(d). Source additional information to meet specific customer needs. 

3(a). Provide appropriate scope and depth of current and accurate product information and advice, including relevant product conditions, to meet customer needs. 

3(b). Suggest alternative products if desired products are unavailable. 

3(c). Promptly present all options in a clear format and style. 

3(d). Disclose any sales and product coordination fees in a clear and accessible manner. 

4(a). Clearly explain and promote product features and benefits. 

4(b). Provide additional information to address customer questions and objections. 

4(c). Select and use techniques at the appropriate time to close the sale with the customer. 

4(d). Identify and act on opportunities to enhance the quality of service to customers. 

5(a). Where appropriate, make follow-up contact with customer. 

5(b). Provide required after sales service according to organisational procedures. 

SITTTSL006: Prepare Quotations

1(a). Create records to administer customer details and requirements. 

1(b). Negotiate costs with suppliers according to commercial agreements and relationships, and within scope of individual responsibility. 

1(c). Calculate commissions or mark-up net costs according to organisational procedures to determine a profitable selling price. 

1(d). Calculate any additional taxes, special fees and other charges. 

1(e). Calculate any required currency conversions. 

1(f). Calculate final cost of product or service package or itinerary. 

1(g). Check product or service package or itinerary calculation against all individual product and service components.

1(h). Keep detailed records of method of calculation, according to organisational formats. 

2(a). Prepare quotation to reflect required customer inclusions. 

2(b). Promptly provide quotation to customer according to organisational procedures and formats. 

2(c). Include accurate details of cost of product and service provision, and conditions and limitations of quotation. 

2(d). Offer secondary quotations with options, as appropriate. 

2(e). Record details of quotation accurately and file according to organisational procedures. 

2(f). Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste. 

3(a). Adjust and update quotations to take account of changed requests or arrangements. 

3(b). Provide most up-to-date quotation to customer inclusive of current conditions and limitations. 

3(c). Record all details of adjusted quotations and file.

Assessment/evidence gathering conditions 

Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student can only achieve competence when all assessment components listed under “Purpose of the assessment” section are recorded as competent. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.

Resources required for this Assessment

• Computer with relevant software applications and access to internet 
• Weekly eLearning notes relevant to the tasks/questions 

Instructions for Students

• This assessment has to be completed In class At home 
• The assessment is to be completed according to the instructions given by your assessor. 
• Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term. 
• Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency. 
• If you are not sure about any aspect of this assessment, please ask for clarification from your assessor. 
• Please refer to the College re-assessment and policy for more information (Student handbook).

TASK 1: Project Scenario 

You work in a travel agency in Sydney specialised in corporate travel. You have been approached by a firm to organise a conference for 14 people starting on the 1st of November this year, for 3 nights in Sydney. They will be arriving from Singapore. 

You will need to prepare a quote for the return airfare, 3 nights’ accommodation in any Sydney 5-star hotel based on single rooms, conference room and facilities for 14 people. They will also require airport transfers in both directions in Sydney. 

On the hotel website check to see if there are group rates, you should also research about a conference room to accommodate 14 delegates for the duration of the conference as well as airport transfers. In some hotels they offer conference packages including these 3 elements (individual rooms, conference facilities and transfers). 

The quote for the airfare must include an economy class option for 7 delegates, and a business class for the other 7 delegates, inclusive of all taxes/charges. Use the airlines websites to obtain current fares, however be aware that you should not use low cost airlines like Jetstar since it is not appropriate for business travellers.

1.1 Prepare for the client a quotation following the template on the next page. Please go to the website: https://invoice-generator.com (You must only use this template) and complete with the information obtained on your research. Remember that your quotation must include these 7 points: 

• Full contact details of your business 

• Overall price, your quote should be in both SGD and AUD 

• Breakdown of the components of the price, indicating what is covered and what is not 

• Period the quotation is valid for 

• Schedule for when the services will be delivered 

• Payment terms or schedule 

• Terms and conditions of the quotation 

1.2 Research on line the cost and availability according to the client preferences, in order 

to test your planning and organising skills to promptly source and provide customer information. 

1.3 Calculate gross, net and commission on the total package. The commissions on the 

booking are: Airfare 5%, Accommodation and transfers 10%. 

1.4 Write a sales email giving the customer a summary of the most relevant information 

about your proposed conference package. Follow standards set out in the email writing document available in e-learning, please see an extract on the following page. Attach your quotation to this email and print both for submission. 

1.5 Amend the quote: Your client is not happy with the hotel that you have chosen for the 

conference and would like you to change it. Your client would also like for you to recommend some restaurants near the hotel where they can go to dinner. You don’t need to write an email with this new quote. 

1.6 Compose a follow up after sales email to build a long-term relationship between the customer and your agency once the conference is over. For this email please use a large print format since you have been told that the person you are writing to has a visual impairment. Follow standards set out in the email writing document available in e-learning, please see an extract on the following page. Submit a print out. 

Task 2: Presentation

You are the manager of ACA Travel and you have been asked to do a presentation to assist other industry workers in relation to Ethical Tourism. 

Collect all the information and deliver a PowerPoint presentation outlining the following: (Must be at least 10 Slides). You will need to print a copy of your presentation and include it in your assessment. 

2.1 In the presentation you will Briefly give your understanding of Eco Tourism and the 

importance of it in the Travel and Tourism Industry and how a tour operator could conform to following the Eco Tourism principles. 

2.2 What would be the consequences of non-compliance of the code of ethics? 

2.3 The Tourism and Travel industry operates under Federal and State legislation. 

Provide a brief description of each of the following legal requirements and explain one (1) workplace practice (example) relevant to the tourism industry for each. 

a. Queensland Tourism Act 2003 

b. Criminal Code Act 1995 (in regards to child sex offences outside of Australia) 

2.4 What other legal regulations does the tourism business need to follow in relation to 

their employees?

Task 3: Role Play Scenario 

You work for a day tour company in Sydney. You have been asked to conduct a 3-hour tour of The Rocks for 10 students from Tokyo University in the morning and then a group of 10 Dubai business men in the afternoon. During the tours your supervisor notices that many of them are not really listening to you or have a blank look on their faces. 

You realise that some of them do not understand what you are saying. 

Role Plays 

Role play: Each student will take turns playing the tour guide role for 5 minutes twice in a simulated scenario. 2 role plays, 5 minutes each. 

Please refer to the marking guide on page 11 for marking criteria 

Role play 1: Student -student group as tour guide - customers

You need to gather information from a group of customer who are going on a tour on The Rocks with you as a tour guide. 

Each student will take turns playing one of the roles for 5 minutes. Customers and tour guide designated by your trainer, will role play in a simulated tour scenario using the flyers available in the classroom. 

In your role play, you must question your customers to find out their preferences and special requirements using both open and closed questions as well as select appropriate verbal and non-verbal language for your specific group. You will also suggest alternative products when their desired product is not available and resolve any complaints. 

Role play 2: Student-trainer as tour guide –senior tour guide.

Once you have completed the previous role play, your will then role play for 5 minutes with your trainer who will act as a colleague. Seek advice from your trainer about products offered while on the tour, and then question your trainer as if a supplier to find out more product details. Your trainer will ask you a question to convert a 2400 times into a pm time. 

For satisfactory results, the student will be able to demonstrate assertiveness, active listening, non-verbal communication and other appropriate communication skills to complete this scenario. Your trainer will assess you on the checklist that you will be observed against, which is on page 11. 

Task 4: Project Future Travel Aghents

Become a Captain Cook Cruises accredited agent

Increase your skills, product knowledge and sales, gain access to exclusive marketing opportunities and industry fares, receive a certificate of completion and make yourself more marketable in the job market.

Welcome to the Captain Cook Cruises Accreditation Program

What is it? 

• A self-training program on Captain Cook Cruises.

• 2 training modules covering Sydney Harbour and the Murray River South Australia.

• Easy sign in and sign out method so you can come back and finish the program when convenient.

How long will it take?

• As little as 45 minutes per module, including reading the module and completing an exam consisting of 10 questions for module.

• It is not compulsory to complete all modules at once.

• A pass mark of 90% is required.

Accreditation Program 

Once you have completed your registration (by clicking on 'done'), you will receive an email containing a personal link to the Accreditation Program Information and Exam. 

Please save this email, as should you wish to pause during the Exam and return at a later stage, you will need to log on again using this personal link to complete the process. 

 

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