Work book

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workbook2DOC-20220913-WA0001.docx

ABN 28 615 702 335

ACN 615 702

ABN 28 615 702 335

ACN 615 702 335

CRICOS Provider Code: 03647C

RTO Provider Code: 45272

ABN 28 615 702 335

ACN 615 702 335

CRICOS Provider Code: 03647C

RTO Provider Code 45272

335

: 03647C

Assessment Tasks and Instructions

SITTTSL002_Access and interpret product information

Blue Bay College

89 Marsden Street Parramatta NSW 2150

T: (02) 8897 3814

https://bluebaycollege.com.au/

[email protected]

ABN 28 615 702 335

ACN 615 702 335

CRICOS Provider Code: 03647C

RTO Provider Code 45272

Your Workplace Health and Safety (WHS) at Blue Bay College

1. It is your duty to inform staff at Blue Bay College if you see, hear or come across any incident, situation or hazard that might require immediate attention

2. In case of an emergency evacuation, you are required to follow the instructions provided by your trainer. While exiting the building, keep calm and walk alongside the hand rails.

The Assessment Process

Why are assessment tasks important?

To complete your qualification, you are required to apply the ideas you have been learning from this unit of competence.

The assessment activities are an important part of your training program as they provide an opportunity to apply what you have been learning and they give both you and your trainer feedback on your progress.

How will you be assessed?

You will be required to complete a variety of written and practical exercises. Instructions for how to complete the assessments are provided within each assessment task in this booklet.

What is required for successful completion?

Please read this section carefully before commencing the assessment tasks. You must carefully complete EVERY task in this booklet. You must achieve a ‘Satisfactory’ mark for all assessment tasks to be deemed Competent for the unit. If you are assessed as Not Competent, you will be given some suggestions for improvement and asked to redo your assessment.

At the successful completion of the assessment tasks, you will have demonstrated your competence against all of the requirements of the unit.

Submission of assessments

Your trainer will advise you when to commence the assessments in this booklet.

You are required to complete the written assessments on a separate document. You have access to computers which are equipped with 2010 Microsoft suite of products. You will also have access to the internet at the College to assist with research and resources. Assessment responses should be typed; however, handwritten submissions will be accepted if they are clear and legible.

On the document please include:

· Your name

· The date

· The Assessment Number and Task Number.

For example:

· Will Smith

· 10 August 2015

· Assessment 1 - Question 1 (Record your answer).

Please note that some assessments require additional documentation, such as a form or a procedure, which must be included with your submission.

Make sure you check your material before submission. You must keep a copy of all work submitted.

Access and equity

A student’s access to the assessment process should not be affected by restrictions placed on the location or context of assessment beyond the requirements specified in the training package. Reasonable adjustments can be made to ensure equity in assessment for people with disabilities, including language and literacy. Adjustments include any changes to the assessment process or context that meet the individual needs of the person with a disability, but do not change competency outcomes. If you believe you have a disability that may affect the completion of these assessment tasks please speak to your trainer.

Assessment outcomes

Your assessment submission will be assessed and you will be given feedback. Each assessment task will be marked as either Satisfactory or Unsatisfactory and once all assessments have been marked you will be given an outcome of Competent or Not Competent for the unit of competence.

What can you do if you don’t agree with the assessment result?

If you do not think the assessment process is valid, disagree with the assessment outcome, or believe that you have been treated unfairly, you can appeal.

The first step is to discuss the matter with your trainer. If you still do not agree, you are able to request a re-assessment. It is possible to have your assessment submission assessed by a different assessor.

If you remain dissatisfied after the re-assessment, you should contact your trainer. Full details of the appeals process are contained in your Student Handbook.

Declaration of Authenticity

You are required to sign a Declaration of Authenticity for every written assessment submission. The Declaration is a signed statement from you stating that the assessment submission is your own work.

Declaration of Authenticity

Student Name

Student ID

Term

I declare that all work completed in this assessment is my own

Student Signature

Date

Trainer/Assessor Name

Assessment Tasks and Instructions

Student Name

Student Number

Course and Code

Unit(s) of Competency and Code(s)

SITTTSL002 Access and interpret product information

Stream/Cluster

Trainer/Assessor

Assessment for this Unit of Competency/Cluster

Details

Assessment 1

Short Answer Questions

Assessment 2

Assignment

Assessment 3

Assessment conducted in this instance: Assessment 1 2 3

Reasonable Adjustment

1. Has reasonable adjustment been applied to this assessment?

No No further information required

Yes Complete 2.

2. Provide details for the requirements and provisions for adjustment of assessment:

Student to complete

My assessor has discussed the adjustments with me

I agree to the adjustments applied to this assessment

Signature

Date

2nd Assessor to complete

I agree the adjustments applied to this assessment are reasonable

Name

Signature

Date

Assessment Guidelines

What will be assessed

The purpose of this assessment is to assess your ability to complete tasks outlined in elements and

performance criteria of this unit in the context of the job role, and:

research and interpret current, relevant and accurate product information in response to at least three different sales-related and operations-related enquiries

use at least two of the following sources to access product information for each of the above enquiries:

· computerised reservations systems (CRS)

· internet or intranet

· global distribution systems (GDS)

· international government tourism authority information systems

· organisation-designed information systems, such as inventory control databases

· principal or supplier of the product

· product library

· social media websites

· state and federal government tourism authority information systems

interpret and correctly use industry terminology and common abbreviations in response to each of the above enquiries for product information

share and interpret product information with colleagues

complete activities within commercial time constraints and deadlines determined by the customer or organisation.

Place/Location where assessment will be conducted

RTO to complete

Resource Requirements

Computer, Internet access

Instructions for assessment including WHS requirements

You are required to address all three components of the scenarios below to achieve competence. Your trainer will provide you with instructions for time frames and dates to complete this assignment.

Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide you with feedback and the result you have achieved.

1. All tasks and quotations must be typed to a professional manner and reflect the common standards in the Tourism Industry.

2. You are to include a bibliography with all websites and resources used.

3. For any comparisons you may use the attached template.

4. All dates for travel and requirements will occur in six months time following your assessment date – to provide you with a guide.

5. The Checklists at for each scenario provide an overview of details you need to provide for each scenario.

Statement of Authenticity

I acknowledge that I understand the requirements to complete the assessment tasks

The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes

I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment

Student Signature: Date: / /201

This assessment:

First Attempt

2nd Attempt

Extension Date:    /    /   

RESULT OF ASSESSMENT

Satisfactory Not Yet Satisfactory

Feedback to Student:

Assessor(s) Signature(s):

Date:

   /    /     

Student Signature

Date:

   /    /     

Assessment 2

Scenario 1:

You work as a Junior Consultant at Total Travel. You are responsible for Domestic bookings within Australia.

Your Manager has advised that you need to research a holiday for a valued Customer of the office, Mr. Peter Connors. He will be coming into the office tomorrow to obtain a quote for Sydney.

Your Manager would like you to research the products for Mr. Connors. Ensure you obtain your costing information from a Tourism Wholesaler such as Sunlover Holidays or Octopus Travel. For general information you can use any source of information including travel brochures and review sites.

Mr. Connors is departing 6 months from now.

Flights:

2 Tickets BNE – SYD on the 15th for Mr. Peter Connors and his wife Prudence. The Connor’s would prefer the first available flight departure.

3 Tickets SYD – BNE on the 28th for Peter, Prudence and Mrs. Madison Connors, Peter’s 76 year old mother. They are seeking the cheapest available airfare and a flight around lunchtime.

Coach:

1 coach ticket from Coolangatta to Sydney for Mrs. Madison Connors departing on the 18th.

Hotel:

Triple Share at a 3-4 star hotel in the central city area of Sydney.

From the 15th to the 28th

Car Hire:

Four Door Small Auto Sedan

Pick up Sydney airport 15th

Drop off Sydney Airport 28th

Preferably with Hertz

Travel Insurance:

All three passengers (show your calculations)

Activities:

Sydney Harbour Cruise – 20th

One-day coach trip to the Blue Mountains – 22nd

Tickets to a musical show or play – Mid way through stay

Please quote for all three travelers

Instructions:

1. Flights – Compare the prices for Qantas, Virgin and Jetstar. Also advise the cost for baggage, and the fees involved to change the booking. Summarise the information for the three airlines in a table.

2. Coach – Compare the prices for two different coach companies operating the Gold Coast to Sydney service. Information is required on the Company name, journey time, and refreshment stop information, prices and cancellation policy. Summarise the information in a table.

3. Car hire – The Customer has requested Hertz Car hire. Advise the total cost for the car, the inclusions, excess amount, additional excess waiver insurance available, car type, number of bags and number of people who can fit in the car.

4. Hotel – Research the hotel as requested in Sydney. Come up with two options for Mr. Connors. Summarise the information in a table. Include hotel name, address, hotel facilities, star rating and bedding configuration in the room. Also go to Trip Advisor and advise what the reviews are like on your chosen hotels.

5. Travel insurance – obtain a quote on travel insurance. Include the cost, Company, policy type and main inclusions of the policy. Also include a summary of the major points covered by the financial services guide.

6. Blue Mountains Tours –Research a day tour to the Blue Mountains. Summarise the Company name, tour name, tour inclusions, cost, points of interest and if hotel pick up and drop off is included.

7. Sydney Harbour Cruise – Research two options for the Sydney Harbour Cruise, one including lunch and one with no meals. In a table summarise the Company name, the Cruise name, inclusions, departure time and duration of the cruise.

8. Show – Mr. Connors would like to know all the current shows, musicals and events that will be on in Sydney in 6 months time.

9. Technology – Mr. Connors would like you to advise if he can use his mobile phone for any check in procedures with the companies you have chosen. He also wants any information on useful apps he could download on his iPhone for the holiday.

10. Folder – Prepare a folder including all your options, choices and information gathered for Mr. Connors.

11. Communication – Your manager advises you that a Reservation Agent (Mary Smith) who works for Sun lover Holidays has just returned from Sydney. Compose an email to Mary to ask her opinion on a Sydney hotel that would suit your Customers. Include a copy of the email in your folder.

12. Payment details – Mr. Connors would like a summary of the payment requirements for all the services quoted. (When payments are required by)

13. Bibliography – Include a bibliography with all information sources listed.

Scenario 2

You work as a Travel Consultant at a student travel agency which has a large number of stores. You are responsible for travel bookings to South East Asia. Sarah Cooper, a university student, has requested some assistance and advice in booking a holiday around Vietnam. She would like some information regarding possible tour groups suited to her age which will include accommodation, and also your help to book flights. Sarah is departing 9 months from now, but is flexible with dates. She wishes to fly into Ho Chi Minh City and home from Hanoi. Sarah has advised you that she would like any tour suggestions to visit Hoi An, but is otherwise flexible with what she would like to do.

Flights:

1 Ticket SYD – SGN for Sarah Cooper. Her flight must arrive on the day before her tour starts.

1 Ticket HAN – SYD for Sarah Cooper. Her flight must depart on the day her tour ends. She would like the cheapest available airfare both ways and does not mind if there is a stopover.

Accommodation:

A budget hotel for Sarah’s first night in Ho Chi Minh City.

Tour:

At least 10 days, with a stop in Hoi An. The cost of the tour must be under $2300 to be in Sarah’s budget.

Travel Insurance:

Travel insurance for Sarah Cooper

1. Flights – Compare the prices for at least three airlines. Also advise the cost for baggage, and the fees involved to change the booking. Summarise the information for the three airlines in a table.

2. Hotel – Research the hotel as requested in Ho Chi Minh City. Come up with two options for Sarah. Summarise the information in a table. Include hotel name, address, hotel facilities, star rating and bedding configuration in the room. Also go to Trip Advisor and advise what the reviews are like on your chosen hotels.

3. Tour – Research and compare three possible tours for Sarah that meet her requirements. Summarise the information in a table including tour name, tour company, tour length, tour destinations, group size, price and itinerary and inclusions (food, activities, etc).

4. Travel insurance – Obtain a quote on travel insurance. Include the cost, company, policy type and main inclusions of the policy. Also include a summary of the major points covered by the financial services guide.

5. Entry Requirements – Research information regarding the entry requirements for Vietnam by accessing appropriate government websites. Provide a summary of this information in your folder.

6. Ho Chi Minh City –Research any suggested activities and restaurants for Sarah on her first day in Ho Chi Minh City before her tour starts the following day. Outline at least three suggested activities for Sarah and the associated costs (be mindful of her budget).

7. Technology – Sarah would like to know if there are any useful apps she could download for her phone to help her learn some Vietnamese for her trip.

8. Folder – Prepare a folder including all your options, choices and information gathered for Sarah.

9. Communication – A colleague mentions that John, who works at another branch of your agency, has recently returned from Ho Chi Minh City. Your colleague suggests emailing John for advice regarding restaurants to recommend to Sarah that would be budget friendly. Include a copy of the email in your folder.

10. Payment details – Sarah would like a summary of the payment requirements for all the services quoted. (When payments are required by)

11. Bibliography – Include a bibliography with all information sources listed.

Scenario 3

Jenny Johnson has come into your Melbourne travel agency to enquire about a cruise. She is looking for a family friendly cruise to Vanuatu or Fiji for herself, partner and their young daughter. The family would like to depart from Brisbane and spend two nights there prior to their cruise. Your manager asks you to research the information for Mrs. Johnson and provide her with some advice.

For general information you can use any source of information including travel brochures and review sites.

Mrs. Johnson and her family are departing 6 months from now and have a two week period for their holiday.

Flights:

3 Tickets MEL - BNE for the Johnsons 2 days prior to the selected cruise

3 Tickets BNE – MEL for the Johnsons on the day their cruise returns to Brisbane

Cruise:

Brisbane to Vanuatu/Fiji

Triple Share with a window or porthole

Hotel:

Triple Share at a 3-4 star hotel in the central city area of Brisbane.

Airport Transfer:

All three passengers from Brisbane Airport to the hotel

Travel Insurance:

All three passengers (show your calculations)

Activities:

River cruise through Brisbane for all three passengers

Day trip to the Queensland Art Gallery and Gallery of Modern Art and Queensland Museum

Instructions:

1. Flights – Compare the prices for Qantas, Virgin and Jetstar. Also advise the cost for baggage, and the fees involved to change the booking. Summarise the information for the three airlines in a table.

2. Cruise – Research and compare two different cruises. Include the cruise company, ship name, ship facilities, shore excursions, room information and food options.

3. Hotel – Research the hotel as requested in Brisbane. Come up with two options for Mrs. Johnson. Summarise the information in a table. Include hotel name, address, hotel facilities, star rating and bedding configuration in the room. Also go to Trip Advisor and advise what the reviews are like on your chosen hotels.

4. Airport transfer – The customer has requested an airport transfer for her and her family plus their luggage from the airport to their hotel. Advise the total cost for the transfer, car type, number of bags and number of people who can fit in the car.

5. Travel insurance – Obtain a quote on travel insurance. Include the cost, company, policy type and main inclusions of the policy. Also include a summary of the major points covered by the financial services guide.

6. River cruise –Research a river cruise for the family. Summarise the Company name, tour name, tour inclusions, cost, points of interest and if hotel pick up and drop off is included.

7. Day trip to the Queensland Art Gallery and Gallery of Modern Art and Queensland Museum – Research any exhibitions or shows that are on and provide pricing information. Provide advice regarding public transport for the Johnsons to travel to the gallery and museum.

8. Folder – Prepare a folder including all your options, choices and information gathered for Mrs. Johnson.

9. Hiring Equipment – Mrs. Johnson wants to know if they will be able to hire snorkeling equipment while on the cruise and if there is a cost. Research relevant information regarding snorkel hire for Mrs. Johnson. This can include locations to hire equipment during shore excursions.

10. Payment details – Mrs. Johnson would like a summary of the payment requirements for all the services quoted. (When payments are required by)

11. Bibliography – Include a bibliography with all information sources listed.

Scenario 1

Instance 1

Instance 2

Question

Comments

S

NYS

S

NYS

1. Flight

· Qantas price

· Virgin price

· Jetstar price

· Baggage

· Fees to change

· Information in table

2. Coach

· First company name

· Journey time

· Refreshment stops

· Price

· Cancellation policy

· Second company name

· Journey time

· Refreshment stops

· Price

· Cancellation policy

· Information provided in table

3. Car Hire

· Hertz

· Car type

· Cost

· Inclusions

· Excess

· Additional waiver insurance

· Number of bags

· Number of people

4. Hotel

· First option Hotel name

· Address

· Hotel facilities

· Star rating

· Bedding configuration

· Trip advisor information

· Second option Hotel name

· Address

· Hotel facilities

· Star rating

· Bedding configuration

· Trip advisor information

5. Travel insurance

· Company name

· Policy type

· Inclusions of policy

· FSG summary

· Cost

6. Blue Mountains Tour

· Company Name

· Tour Name

· Tour Inclusions

· Cost

· Points of interest

· Hotel pick up and drop off

7. Sydney Harbour Cruise

· Option one

· Company name

· Lunch included

· Cruise name

· Inclusions

· Departure time

· Duration of cruise

· Option two

· Company name

· No meals included

· Cruise name

· Inclusions

· Departure time

8. Show

· Current shows

· Current musicals

· Current Events

9. Technology

· Mobile phone check in

· Apps for iphone

10. Folder

· Folder prepared

· All choices neatly presented

11. Communication

· Email to Sunlover

· Pleasant tone

· Professional format

· Clear message

12. Payment details

· Summary of payment details

· Deposit

· Final payments

13. Bibliography included

Scenario 2

Instance 1

Instance 2

Question

Comments

S

NYS

S

NYS

1. Flight

· Airline price 1

· Airline price 2

· Airline price 3

· Baggage costs

· Fees involved to change the booking

2. Hotel

· First option Hotel name

· Address

· Hotel facilities

· Star rating

· Bedding configuration

· Trip advisor information

· Second option Hotel name

· Address

· Hotel facilities

· Star rating

· Bedding configuration

· Trip advisor information

3. Tour

· Tour 1

· Tour name

· Tour company

· Tour length

· Tour destinations

· Group size

· Price

· Itinerary

· Inclusions

· Tour 2

· Tour name

· Tour company

· Tour length

· Tour destinations

· Group size

· Price

· Itinerary

· Inclusions

· Tour 3

· Tour name

· Tour company

· Tour length

· Tour destinations

· Group size

· Price

· Itinerary

· Inclusions

4. Travel insurance

· Company name

· Policy type

· Inclusions of policy

· FSG summary

· Cost

5. Entry requirements

· Entry requirements for Vietnam

· Costs associated with Visa

6. Ho Chi Minh City

· Activity 1

· Description of activity

· Cost

· Activity 2

· Description of activity

· Cost

· Activity 3

· Description of activity

· Cost

7. Technology

· Summary of app 1

· Summary of app 2

· Summary of app 3

8. Folder

· Folder prepared

All choices neatly presented

9. Communication

· Email to John

· Pleasant tone

· Professional format

· Clear message

10. Payment details

· Summary of payment details

· Deposit

· Final payments

11. Bibliography included

Scenario 3

Instance 1

Instance 2

Question

Comments

S

NYS

S

NYS

1. Flight

· Qantas price

· Virgin price

· Jetstar price

· Baggage

· Fees to change

· Information in table

2. Cruise

· Cruise 1

· Company name

· Ship name

· Cruise length

· Ship facilities

· Shore excursions

· Room information

· Food options

· Cruise 2

· Company name

· Ship name

· Cruise length

· Ship facilities

· Shore excursions

· Room information

· Food options

3. Hotel

· First option Hotel name

· Address

· Hotel facilities

· Star rating

· Bedding configuration

· Trip advisor information

· Second option Hotel name

· Address

· Hotel facilities

· Star rating

· Bedding configuration

· Trip advisor information

4. Airport transfer

· Airport transfer company details

· Car type

· Amount of bags and number of people who can fit

· Total cost

5. Travel insurance

· Company name

· Policy type

· Inclusions of policy

· FSG summary

Cost

6. River cruise

· Company name

· Tour name

· Tour inclusions

· Cost

· Points of interest

· Hotel pick-up/drop-off

7. Gallery and Museum Day Trip

· Details of exhibitions and shows

· Pricing information

· Advice regarding public transport

8. Folder

· Folder prepared

· All choices neatly presented

9. Hiring Equipment

· Snorkel hire on ship

· Snorkel hire facilities at shore excursions

· Pricing information

10. Payment details

· Summary of payment details

· Deposit

· Final payments

11. Bibliography included

Template for product comparison

Hotel One

Hotel Two

Hotel Name

Hotel Smith

Hotel Jones

Hotel Address

1 Smith Street

1 Jones Street

Star Rating

4 stars

4.5 stars

Facilities

· 24 hour room service

· Italian Restaurant

· Swimming pool

· 24 hour reception desk

· Foxtel

· Gym

· Room service till 11pm

· Café/Bar

· Gym

· Hairdresser

· Free car parking

Bedding

2 x queen beds

1 x king bed

1x sofa bed

Trip Advisor

Ranked 26 out of 52 hotels

Large percentage of reviews excellent

Great feedback on comfort of bed

Ranked 34 out of 52 hotels

Smaller percentage as excellent

Great reviews on café/bar

SITTTSL002_Access and interpret product information.docx

12.01.20

Modified @ Blue Bay College Version 1.0

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