Certificate II in Tourism Online CourseCourses For Success
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Basic IT training
Skills and Training
SITTIND001A (CORE) DEVELOP AND UPDATE TOURISM INDUSTRY KNOWLEDGE
This unit describes the performance outcomes, skills and knowledge required to develop and update knowledge of the tourism industry, including the role of different industry sectors and key legal and ethical issues that must be considered by tourism industry personnel in their daytoday work. This knowledge underpins effective performance in the tourism industry.
- Seek information on the tourism industry.
- Source and apply information on legal and ethical issues that impact on the tourism industry.
- Update tourism industry knowledge.
SITXCOM001A (CORE) WORK WITH COLLEAGUES AND CUSTOMERS
This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the service industries. This is a core unit underpinning all other units involving interaction with colleagues and customers. Key required skills and knowledge for this role include meeting personal presentation standards, establishing rapport with customers, determining and addressing customer needs and expectations, dealing with complaints, working in teams and using appropriate communication techniques and mediums.
- Communicate with customers.
- Maintain personal presentation standards.
- Provide service to colleagues and customers.
- Respond to conflicts and customer complaints.
- Work in a team.
SITXOHS001A (CORE) FOLLOW HEALTH, SAFETY AND SECURITY PROCEDURES
This unit describes the performance outcomes, skills and knowledge required to follow predetermined health, safety and security procedures. It requires the ability to incorporate safe work practices into all workplace activities and to participate in the organisation's OHS management practices. OHS legislation in all Australian States and Territories imposes obligations on employees to participate in the management of their own health and safety and that of their colleagues and anyone else in the workplace. They have a duty to cooperate with their employer's initiatives to ensure safety at work.
- Follow workplace procedures for health, safety and security.
- Follow procedures for emergency situations.
- Participate in the organisation's OHS practices.
SITXCOM002A (CORE) WORK IN A SOCIALLY DIVERSE ENVIRONMENT
This unit describes the performance outcomes, skills and knowledge required to be culturally aware when serving customers and working with colleagues from diverse backgrounds. It requires the ability to communicate with people of different social and cultural backgrounds with respect and sensitivity and address cross-cultural misunderstandings.
- Communicate with customers and colleagues from diverse backgrounds.
- Address cross-cultural misunderstandings.
BSBCMN108A (ELECTIVE) DEVELOP KEYBOARD SKILLS
This covers the development of basic keyboard skills using touch typing techniques.
- Use safe work practices
- Identify and develop keyboard skills.
- Check accuracy.
BSBCMN205A (ELECTIVE) USE BUSINESS TECHNOLOGY
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
BSBCMN213A (ELECTIVE) PRODUCE SIMPLE WORD PROCESSED DOCUMENTS
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.
SITXADM001A (ELECTIVE) PERFORM OFFICE PROCEDURES
This unit describes the performance outcomes, skills and knowledge required to complete a range of routine office procedures and activities, including writing simple correspondence.
- Process office documents.
- Draft written communication.
SITXCOM004A (ELECTIVE) COMMUNICATE ON THE TELEPHONE
This unit describes the performance outcomes, skills and knowledge required to communicate effectively on the telephone. It requires the ability to make and receive calls, to take messages on behalf of other people and to use the main features of a telephone correctly.
- Respond to incoming telephone calls.
- Make telephone calls.
SITTTSL009A (ELECTIVE) PROCESS TRAVEL-RELATED DOCUMENTATION
This unit describes the performance outcomes, skills and knowledge required to process a range of travel documentation commonly used or issued within the tourism industry. It requires the ability to identify and interpret all documentation requirements and to prepare and despatch documents within designated deadlines. Travelrelated documents can include air tickets.
- Interpret information required for processing of documentation.
- Process documentation.
SITXOHS002A (ELECTIVE) FOLLOW WORKPLACE HYGIENE PROCEDURES
This unit describes the performance outcomes, skills and knowledge required to apply good hygiene practices within a range of service industry operations. It requires the ability to follow predetermined procedures, identify and control simple hazards and take particular hygiene measures to ensure the noncontamination of food and other items that might put customers, colleagues and self at a health risk.
- Follow hygiene procedures and identify hygiene hazards.
- Report any personal health issues.
- Prevent food and other item contamination.
- Prevent crosscontamination by washing hands.
- Communication: Interacting with customers in a polite and friendly manner, asking questions and actively listening to customers to determine their needs
- Initiative and enterprise: Identifying and discussing with supervisors better ways to organise tourism sales
- Learning: Participating in activities to learn new things about the tourism industry
- Planning and organising: Collecting and organising customer, product and procedural information to efficiently coordinate tourism sales, operational and service activities
- Problem-solving: Thinking about problems that relate to own role in tourism sales, operational and service activities; avoiding deadline problems by planning own day-to-day operational activities
- Self-management: Following policies and procedures for legal compliance
- Teamwork: Working as a team member, taking instructions from others and understanding own role in servicing the needs of the tourism customer
- Technology: Understanding the operating capability of, selecting and using tools, equipment, computer systems, software and information systems that assist in tourism sales, operational and service activities.