SIT31312 Certificate Travel Agency Operations 代写

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Travel Agency Operations, Assessment Task 1, v2.6

Last updated on 24/03/2016 Page 1

Details of Assessment

Term and Year Term 1, 2017 Time allowed 4 weeks

Assessment No 1 Assessment Weighting 50%

Assessment Type Project with role play

Date Week No. 9 Room 105 George St

Details of Subject

Qualification SIT31312 Certificate III in Travel

Subject Name Travel Agency Operations

Details of Unit(s) of competency

Unit Code SITTTSL002 Access and Interpret Product Information

SITTTSL005 Sell Tourism Products and Services

SITTTSL006 Prepare Quotations

SITXWHS001 Participate in safe work practices

SITXCCS006 Provide service to customers

SITXCOM002 Show social and cultural sensitivity

Details of Student

Student Name

College Student ID

Student Declaration: I declare that the work

submitted is my own, and has not been copied or

plagiarised from any person or source.

Signature: ___________________________

Date: _______/________/_______________

Details of Assessor

Assessor’s Name

Assessment Outcome

Results Competent Not yet Competent Marks /50

FEEDBACK TO STUDENT

Progressive feedback to students, identifying gaps in competency and comments on positive improvements:

______________________________________________________________________________________

Student Declaration: I declare that I have been

assessed in this unit, and I have been advised of my

result. I am also aware of my right to appeal and the

reassessment procedure

Signature: ____________________________

Date: ____/_____/_____

Assessor Declaration: I declare that I have

conducted a fair, valid, reliable and flexible

assessment with this student, and I have provided

appropriate feedback

Student did not attend the feedback session.

Feedback provided on assessment.

Signature: ____________________________

Date: ____/_____/_____

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Travel Agency Operations, Assessment Task 1, v2.6

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Purpose of the Assessment

The purpose of this assessment is to assess the

student in the following learning outcomes:

Competent

(C)

Not yet Competent

(NYC)

Identify and access product information.

Interpret product information.

Identify customer needs

Suggest products to meet customer needs.

Provide specific product information and advice.

Sell the product.

Follow up sales opportunities.

Calculate costs of products and services.

Provide quotations to customer.

Update and amend quotations.

Communicate with internal and external customers.

Deliver service according to defined standards.

Provide service to customers.

Respond to customer complaints.

Provide internal feedback on customer service

practices.

Communicate with customers and colleagues from

diverse backgrounds.

Address cross-cultural misunderstandings.

Work safely.

Follow procedures for emergency situations.

Participate in organisational work health and safety

practices.

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.

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Travel Agency Operations, Assessment Task 1, v2.6

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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

Please read the following instructions carefully

 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).

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Assessment Matrix – your lecturer will use this matrix to assess your satisfactory competence.

Part A:

Research cost and

availability

Calculate gross, net,

commission

Insufficient

information

provided

Satisfactory

information

provided

Sufficient information

provided with a clear

understanding of

content

High level of information

provided demonstrating a

clear understanding of

content.

Exceptional level of

information provided

demonstrating a thorough

understanding of content.

<2 2 2-2.5 3-3.5 >3.5 /4

Prepare for the client

a quotation

Insufficient

information

provided

Satisfactory

information

provided

Sufficient information

provided with a clear

understanding of

content

High level of information

provided demonstrating a

clear understanding of

content.

Exceptional level of

information provided

demonstrating a thorough

understanding of content.

<3.5 3.5 4-5 5.5-6 ≥6.5 /7

Sales email Insufficient

information

provided

Satisfactory

information

provided

Sufficient information

provided with a clear

understanding of

content

High level of information

provided demonstrating a

clear understanding of

content.

Exceptional level of

information provided

demonstrating a thorough

understanding of content.

<1.5 1.5 2 2.5 >2.5 /3

Amend the quote Insufficient

information

provided

Satisfactory

information

provided

Sufficient information

provided with a clear

understanding of

content

High level of information

provided demonstrating a

clear understanding of

content..

Exceptional level of

information provided

demonstrating a thorough

understanding of content.

<1.5 1.5 2 2.5 >2.5 /3

Compose a follow-up

after sales email

Insufficient

information

provided

Satisfactory

information

provided

Sufficient information

provided with a clear

understanding of

content

High level of information

provided demonstrating a

clear understanding of

content.

Exceptional level of

information provided

demonstrating a thorough

understanding of content.

<1.5 1.5 2 2.5 >2.5 /3

T-1.8.1

Travel Agency Operations, Assessment Task 1, v2.6

Last updated on 24/03/2016 Page 5

Assessment Matrix – your lecturer will use this matrix to assess your satisfactory competence

Part B

Communication

barriers

Insufficient

information

provided

Satisfactory

information

provided

Sufficient information

provided with a clear

understanding of the

content

High level of information

provided demonstrating a

clear understanding of the

content.

Exceptional level of

information provided

demonstrating a thorough

understanding of the content.

<1.5 1.5 2 2.5 >2.5 /3

Verbal, Visual &

Written forms of

communication

Insufficient

SIT31312 Certificate Travel Agency Operations 代写

information

provided

Satisfactory

information

provided

Sufficient information

provided with a clear

understanding of the

content

High level of information

provided demonstrating a

clear understanding of the

content.

Exceptional level of

information provided

demonstrating a thorough

understanding of the content.

<1.5 1.5 2 2.5 >2.5 /3

Cultural

considerations

Insufficient

information

provided

Satisfactory

information

provided

Sufficient information

provided with a clear

understanding of the

content

High level of information

provided demonstrating a

clear understanding of the

content.

Exceptional level of

information provided

demonstrating a thorough

understanding of the content.

<1.5 1.5 2 2.5 >2.5 /3

Follow-up

recommendations

Insufficient

information

provided

Satisfactory

information

provided

Sufficient information

provided with a clear

understanding of the

content

High level of information

provided demonstrating a

clear understanding of the

content.

Exceptional level of

information provided

demonstrating a thorough

understanding of the content.

<1.5 1.5 2 2.5 >2.5 /3

Role plays Insufficient

information

provided

Satisfactory

information

provided

Sufficient information

provided with a clear

understanding of the

content

High level of information

provided demonstrating a

clear understanding of the

content.

Exceptional level of

information provided

demonstrating a thorough

understanding of the content.

<3 3 3.5 5 >5 /6

T-1.8.1

Travel Agency Operations, Assessment Task 1, v2.6

Last updated on 24/03/2016 Page 6

Assessment Matrix – your lecturer will use this matrix to assess your satisfactory competence

Part C

Captain Cook

certificate

4pts each module

Insufficient

information

provided

Satisfactory

information

provided

Sufficient information

provided with a clear

understanding of the

content

High level of information

provided demonstrating a

clear understanding of the

content.

Exceptional level of

information provided

demonstrating a thorough

understanding of the content.

<4 4 4-5.5 5.5-7 ≥7 /8

Incident report form Insufficient

information

provided

Satisfactory

information

provided

Sufficient information

provided with a clear

understanding of the

content

High level of information

provided demonstrating a

clear understanding of the

content.

Exceptional level of

information provided

demonstrating a thorough

understanding of the content.

<2 2 2-2.5 3-3.5 >3.5 /4

TOTAL

T-1.8.1

Travel Agency Operations, Assessment Task 1, v2.6

Last updated on 24/03/2016 Page 7

Part A: 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.

TASKS

1. 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

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

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

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SITTTSL304 Elem: 1.2-1.3-1.4-1.5-1.6-1.7-1.8-1.9-2.1-2.2-2.3-2.4

2. Prepare for the client a quotation following the template on the next page. Please go

to the website: paydirtapp.com/free_quote_template and fill in the gaps with the

information obtained on your research. Remember that your quotation must include

these 7 points:

• full contact details of your business

• overall price

• 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

SITTTSL303 Elem: 1.1-1.2-2.1-2.2-2.3-2.4-3.1-3.2-3.3-3.4-3.5-4.1-4.2-4.3-4.4

SITTTSL304 Elem: 1.1-1.5-1.6-1.7-1.8-1.9-2.1-2.2-2.3-2.4-2.5

3. 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 elearning, please see an extract on the following page.

Attach your quotation to this email and print both for submission.

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SITTTSL304 Elem: 2.6

4. Amend the quote: due to currency fluctuation you need to increase all prices a 5%.

You don’t need to make any changes to your original quote but just all amounts

increased by a 5%. You don’t need to write an email with this new quote.

SITTTSL304 Elem: 1.1-1.5-1.6-1.7-1.8-1.9-2.1-2.2-2.5-3.1-3.2-3.3

T-1.8.1

Travel Agency Operations, Assessment Task 1, v2.6

Last updated on 24/03/2016 Page 8

5. 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

elearning, please see an extract on the following page. Submit a print out.

SITTTSL303 Elem: 1.1-1.2-1.4-2.1-2.2-2.3-2.4-3.1-3.2-3.3-3.5-4.2-4.3-4.4-5.1-5.2 SITTTSL304 Elem: 2.6

All in all you need to produce 5 documents:

Calculations: gross, net and commission

2 emails (addressed to your trainer as your customer)

2 quotes (original and amended one)

Quotation Template:

From To

Quote #

Date Issued: Apr 15, 2015

Total: $100.00AUD

Description Qty Unit Price Amount

1 $100 $100.00

Subtotal $100.00AUD

Total $100.00AUD

Term and Conditions:

Email writing:

Dear Ms Constant,

Part 1: short introduction

Part 2: boy paragraphs with details

Part 3: future contact

Yours sincerely,

Business signature including 4 points:

Name and Family Name

Position

Company’s name

Contact details

T-1.8.1

Travel Agency Operations, Assessment Task 1, v2.6

Last updated on 24/03/2016 Page 9

Part B: Project

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.

Tasks:

Explain to your supervisor what you would do in the future to enhance your communication in

a similar scenario. (Min 1 page type font 11 required)

Tasks:

1. What are the communication barriers, both external and internal, giving these specific

groups and being you with your current level of English, the tour guide?

SITXCCS303 Elem:1.1-1.2-1.3-1.4-1.5-1.6-2.1-2.2-2.3-3.1-3.2-3.3-3.4-3.5-4.1-4.2-4.3-4.4-4.5-4.6-5.1-5.2

SITXCOM201Elem:1.1-1.2-1.3-1.4-1.5-2.1-2.2-2.3-2.4

SITTTSL303 Elem: 1.1-1.2-1.4-2.1-3.3-3.4-3.5-4.1-4.2

2. What Verbal, Visual & Written forms of communication you will use? You should

consider social and cultural differences in both verbal and non-verbal communication

SITXCCS303 Elem:1.1-1.2-1.3-1.4-1.5-1.6-2.1-2.2-2.3-3.1-3.2-3.3-3.4-3.5-4.1-4.2-4.3-4.4-4.5-4.6-5.1-5.2

SITXCOM201Elem:1.1-1.2-1.3-1.4-1.5-2.1-2.2-2.3-2.4

SITTTSL303 Elem: 1.1-1.2-1.4-2.1-3.3-3.4-3.5-4.1-4.2

3. What cultural considerations you should take into account? Make efforts to resolve

misunderstandings, including social and cultural considerations. How will you greet

them, how will you adapt your body language to each group?

SITXCCS303 Elem:1.1-1.2-1.3-1.4-1.5-1.6-2.1-2.2-2.3-3.1-3.2-3.3-3.4-3.5-4.1-4.2-4.3-4.4-4.5-4.6-5.1-5.2

SITXCOM201Elem:1.1-1.2-1.3-1.4-1.5-2.1-2.2-2.3-2.4

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4. Advise your supervisor what tools and technology could be made available to our

guides prior to meeting a specific group in order to test your teamwork skills when

sharing information about this specific product. What feedback and follow-up methods

should be considered?

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5. 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.

You will need to book with your trainer a time to complete both role plays in week 5.

5 minutes role play student -student group as tour guide – customers (the rest of the

class will act as one of the groups outlined in the above case study).

5 minutes role play student-trainer as tour guide –senior tour guide.

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

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Travel Agency Operations, Assessment Task 1, v2.6

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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.

Cue card for students acting as the group of customers:

After 5 minutes your trainer will signal the role-play end.

Your trainer will give you verbal instructions prior to commence the role-play in the classroom.

Your trainer will allocate 3 fellow students to be your Rocks’ tour group:

1. The trainer will tell you what group you are either the Japanese students or the Dubai

business man so you will behave accordingly

2. You will wait for the tour guide to approach you, greet you (culturally appropriate) and

introduce him/herself.

3. Student one will ask questions about the tour, attractions seen and products offered

during the tour.

4. Student two will request a special service such as a vegetarian meal for your lunch.

5. Student three will make a complaint such as not having flyers in your own language.

T-1.8.1

Travel Agency Operations, Assessment Task 1, v2.6

Last updated on 24/03/2016 Page 11

Marking Sheet for Role Play

(3 pts possible)

Certificate III in Travel Date______________________

NAME:_____________________________

The student:

Criteria Not Satisfactory Satisfactory

Communication skills including active listening

skills and open and closed probe questions to:

 Determine and meet customer preferences

and special requirements as well as interact

with customers in a polite, professional and

friendly manner; develop rapport; respond to

customers with diverse and special needs

and expectations; discuss customer

complaints with colleagues and supervisors

>0.2 0.2-0.5

Communication skills including active listening

skills and open and closed probe questions to:

 Select and use appropriate verbal and non -

verbal language to respond to different

cultural needs as well as develop rapport and

sell suitable products

>0.2 0.2-0.5

Communication skills to discuss products with

colleagues and to question suppliers about

product details

>0.2 0.2-0.5

Problem solving skills to identify and suggest

alternative products and services when the

customer’s desired products are unavailable and

address customer’s objections as well as to

recognise customer dissatisfaction and resolve

or refer complaints for a number of reasons

including cultural misunderstandings.

>0.2 0.2-0.5

Verbal and Non-verbal communication were

culturally appropriate. A variety of non-verbal

cues were used

>0.2 0.2-0.5

Verbal use of 24-hour clock:

>0.2 0.2-0.5

T-1.8.1

Travel Agency Operations, Assessment Task 1, v2.6

Last updated on 24/03/2016 Page 12

Part C: Project

Scenario

C.1

Future Travel Agents

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.

Accreditation Program

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.

In order to start the program, please follow these instructions:

Go to www.captaincook.com.au

Click on: For travel agents (on the middle section just underneath the big photo)

Click on: Start your journey now!

Click on: Begin Program

T-1.8.1

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To register, please provide your details:

First name:

Last name:

Agency/Institution: ACA

Address: Lv 6, 505 George St

Postcode: 2000

State: NSW

Country: Australia

Phone:

Email:

Module: Select module 1 and after completion, select module 2.

After completing the above form you will receive an email with a link to start the

program.

All you need to do is open the email you provided on the form (you can use your

personal email if you prefer instead of the school one) and start the modules.

Once module one is completed you will need to complete a new form for module 2

and a new email with a second link will be sent to you.

In less than a couple of days your certificate will be sent to your email as an

attachment which you can print in colour to add to your resume!

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C.2 .

Today one of your customers from your morning tour fell over due to the uneven ground entering The Rocks Discovery

Museum. The person sustained a bruise on his forehead; you brought them an ice pack. You have been asked to

complete all sections of the following incident report including recommendations for the future as part of your

company’s WHS policy in order to follow organisational security and emergency procedures.

H A Z A R D A N D I N C I D E N T R E P O R T F O R M

SECTION A: DETAILS OF PERSON INVOLVED IN INCIDENT or PERSON REPORTING HAZARD

Person involved in incident and/or Person reporting hazard/damage

Surname............................................................. Given Name: ............................................... M / F

Staff Contractor Visitor

SECTION B: INCIDENT DETAILS or NATURE OF HAZARD or DAMAGE Use separate sheet(s) if insufficient space

Date of incident/hazard/damage: …./…../….. Time................. am/pm

Location of incident/hazard/damage: Area/space ........................................................................................................................................

Brief description of incident, hazard, fire or damage (what happened?)

...............................................................................................................................................................................................................................

SECTION C: INJURY/DAMAGE DETAILS This section to be completed only if an injury has occurred

Describe injuries/Damage including part(s) and side(s) of body affected: ...........................................................................................

Name of witness or first person on scene: ................................................................. Staff Visitor

Treatment details:

None First aid Doctor Hospital: in-patient Casualty

Signature of injured person: .................................................................................................................................. Date: / /

Signature of person completing form:................................................................................................................... Date: / /

SECTION D: INVESTIGATION AND CORRECTIVE/PREVENTIVE ACTION

Investigation results (not what but why did it occur?) Write a summary explaining the hazard for a consultation WHS meeting:

Corrective/Preventive action recommended / taken to prevent it from happening again , including the use of protective

equipment and clothing:

.......
SIT31312 Certificate Travel Agency Operations 代写