SITTGDE024 — Manage extended touring programs

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What an assessment for SITTGDE024 must cover

34 assessable components: 4 elements (25 performance criteria), 1 performance evidence and 1 knowledge evidence requirements, plus 7 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Manage touring arrangements.

1.1Manage touring program logistics in a holistic way taking account of legal, ethical, safety and sustainability considerations.
1.2Conduct touring program according to prearranged itinerary.
1.3Make forward reconfirmations and bookings progressively.
1.4Reconfirm or arrange operational details progressively.
1.5Make adjustments to touring arrangements when required within the scope of individual responsibility.
1.6Make major adjustments within budget according to controlling office guidelines.
1.7Maintain ongoing contact with controlling office and forward suppliers as required.

2 Liaise and negotiate with others.

2.1Maximise operational efficiency and customer service levels by effective liaison and negotiation with those contributing to program operations.
2.2Conduct negotiations in a professional manner in relevant cultural context.
2.3Select negotiation style appropriate to circumstance and use negotiation and communication techniques to maximise chances of an acceptable outcome for all parties.
2.4Conduct negotiations in context of entire touring program to take account of overall relationship between the organisation and other stakeholders.
2.5Confirm agreements in writing as required.
2.6Provide relevant information to controlling office as required.

3 Develop and maintain group rapport.

3.1Develop and maintain a team spirit for duration of program.
3.2Gain trust and confidence of group through professional competence and integrity.
3.3Use leadership and communication techniques to foster group cohesion.
3.4Encourage customer participation and group interaction.
3.5Identify and assess potential conflicts within the group and should conflict arise, take appropriate action to resolve.

4 Resolve problems that arise on tour.

4.1Identify and consider problems from an operational and customer service perspective in the context of the entire touring program.
4.2Initiate short-term action to resolve immediate problems where appropriate.
4.3Analyse problems for long-term commercial impact and assess and action solutions.
4.4Present a positive image of organisation and its contracted suppliers at all times.
4.5Take responsibility for resolving problems within scope of individual authority and to ensure customer satisfaction.
4.6Consult controlling office to resolve problems outside scope of guidelines and responsibility.
4.7Take appropriate follow-up action to monitor effectiveness of chosen solutions.

Performance evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and: • manage an extended touring program of more than one day duration for at least one of the types of tours listed in the knowledge evidence • liaise with industry colleagues regarding logistical aspects of the above tour operation to ensure: - tours are conducted to schedule and including all advertised itinerary features - tours are conducted in a sustainable manner with minimal impact on culturally or environmentally sensitive areas - the safety of customers and colleagues • facilitate positive interactions between tour group members and maintain group cohesion and rapport throughout the above touring program • apply negotiation and contingency management procedures to manage issues, situations and problems on the above touring program to minimise negative impact on customers, including: - unexpected events or delays - equipment or transportation issues - environmental conditions - customer interpersonal or operational situations.

Knowledge evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit: • types of extended tour programs and their common format, duration and inclusions: - adventure tours - camping tours - cruise programs - cultural and historical tours - eco-tours - general sightseeing tours - special interest tours - pre- and post-conference tours • responsibilities of tour managers on extended touring programs • tourism industry supplier networks and interrelationships that impact on the conduct of an extended touring program • organisational management policies, processes and procedures to be undertaken before, during and at completion of a tour • negotiation techniques and their application to different tour managing contexts • operational details: - check-in and check-out procedures - customs and immigration procedures and requirements - documentation preparation - group currency requirements - luggage coordination - local touring liaison - management of passenger travel documentation: - airline tickets - seat allocations or boarding passes - travel vouchers - seat rotation - booking and reconfirmation procedures for tour components • leadership, motivation and communication techniques and their application to different tour managing contexts • organisational procedures and processes to address tour management issues and problems: - customer interpersonal situations - customer operational situations - environmental conditions - equipment and transportation in contingency situations - itinerary challenges: - change in services delivered - delays - overbooking - poor supplier performance • legal, ethical, safety and sustainability considerations in the management of extended touring programs: - anti-discrimination provisions - duty of care - licensing and the use of licensed operators - minimising waste and conserving resources - site-specific safety and security requirements.

Foundation skills

Reading skills to:: • interpret customer and operational tour information • interpret tourism industry terminology including product codes.
Writing skills to:: • complete operational and reporting documents.
Oral communication skills to:: • discuss customer concerns and sometimes sensitive and confidential issues.
Numeracy skills to:: • calculate tour component times • translate time from the 24-hour to 12-hour clock.
Initiative and enterprise skills to:: • create opportunities to enhance the customer touring experience.
Planning and organising skills to:: • coordinate multiple, diverse and often complex logistical tour components and arrangements.
Technology skills to:: • use industry-current communication systems.

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

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Questions about assessing SITTGDE024

What does an assessment tool for SITTGDE024 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SITTGDE024 needs to address all 34 unit components: 4 elements with 25 performance criteria, 1 performance evidence requirements, 1 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for SITTGDE024?

Auditori pulls the current release of SITTGDE024 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for SITTGDE024 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing SITTGDE024 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of SITTGDE024, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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