PTS Lemar

Plan
Training
Session
Document No.
TOURISM PROMOTION
SERVICES NC II Date Developed:
Issued by:
April 15, 2019 Page 1 of 339
Sourcing and providing destination Date Revised:
TESDA-PTC
TESDA PTC information and advice
Technical Education & Skills Development Authority
PROVICIAL TRAINING CENTER
CATARMAN, NORTHERN SAMAR
TRAINER’S METHODOLOGY LEVEL 1
CHECKLIST REQUIRED OUTPUTS
PLAN TRAINING SESSION
A. PHOTOCOPY OF CERTIFICATE OF ACHIEVEMENT (PTS, SWBL, MTF,

CCA, FLS)
B. SESSION PLAN
C. COMPETENCY BASED LEARNING MATERIALS (CBLM)
 CBLM COVER
 HOW TO USE MODULE
 LIST OF COMPETENCIES
 MODULE CONTENT
 LEARNING OUTCOME SUMMARY
 LEARNING EXPERIENCES
 INFORMATION SHEET
 SELF CHECK
 ANSWER KEY
 TASK SHEET
 JOB SHEET
 OPERATION SHEET
D. INSTITUTIONAL ASSESSMENT TOOL
E. TABLE OF SPECIFICATIONS
F. INVENTORY OF MATERIALS, TOOLS AND EQUIPMENT
Document No.
TOURISM PROMOTION SERVICES Date Developed: Issued by:
NC II April 15, 2018 Page
Sourcing and providing destination Date Revised: TESDA-PTC 2 of
information and advice 339
TESDA-PTC Revision # 00
Developed by:
LEMAR C. DE GUIA,RRA,MAEd
Name: Mary Claire G. Petalbo Date: April 16, 2019
Qualification: TOURISM PROMOTION SERVICES NC II
Data Gathering Instrument for Trainee’s Characteristics

Please answer the following instrument according to the characteristics
described below. Encircle the letter of your choice that best describes you as
a learner. Blank spaces are provided for some data that need your response.
Characteristics of learners
Language, literacy Average grade in: Average grade in:

and numeracy
English Math
(LL&N)
a. 95 and above a. 95 and above
b. 90 to 94 b. 90 to 94
c. 85 to 89 c. 85 to 89
d. 80 to 84 d. 80 to 84
e.75 to 79 e. 75 to 79
Cultural and Ethnicity/culture:

language a. Ifugao
background
b. Igorot
c. Ibanag
d. Gaddang
e. Muslim
f. Ibaloy
g. Others( please specify) waray-waray
Education & Highest Educational Attainment:

general knowledge a. High School Level
b. High School Graduate
c. College Level
d. College Graduate
e. with units in Master’s degree
f. Master’s Graduate
g. With units in Doctoral Level
Document No.
TOURISM PROMOTION
Issued by:
April 15, 2019 Page 1 of 339
TESDA-PTC
h. Doctoral Graduate
Sex a. Male
b. Female
Age Your age: 23
Physical ability a. Disabilities (if any) _____________________

b. Existing Health Conditions (Existing illness if
any)
c. None
d. Asthma
e. Heart disease
f. Anemia
g. Hypertension
h. Diabetes
Others (please specify) ___________________
Previous learning Electrical Installation Certificates

experience a. BSED-Physics Graduate
b.EIM Trainer
Number of years as a competency trainer _____
Training Level National Certificates acquired and NC level

completed a. Cookery NC II
b.
b EIM NC II
Special courses Other courses related to cookery NC II
a. Home Economics
b. Industrial Education
c. Others (please specify)
_________________________
Document No.
Developed by:
Learning styles a. Visual - The visual learner takes mental

pictures of information given, so in order for
this kind of learner to retain information, oral
or written, presentations of new information
must contain diagrams and drawings,
preferably in color. The visual learner can't
concentrate with a lot of activity around him
and will focus better and learn faster in a quiet
study environment.
b. Kinesthetic - described as the students in the
classroom, who have problems sitting still and
who often bounce their legs while tapping their
fingers on the desks. They are often referred to
as hyperactive students with concentration
issues.
c. Auditory- a learner who has the ability to
remember speeches and lectures in detail but
has a hard time with written text. Having to
read long texts is pointless and will not be
retained by the auditory learner unless it is
read aloud.
d. Activist - Learns by having a go
e. Reflector - Learns most from activities where
they can watch, listen and then review what
has happened.
f. Theorist - Learns most when ideas are linked
to existing theories and concepts.
g. Pragmatist - Learns most from learning
activities that are directly relevant to their
situation.
Other needs a. Financially challenged
b. Working student
c. Solo parent
d. Others (please specify)
___________________________
Document No.
Developed by:
SELF-ASSESSMENT CHECK
TOURISM PROMOTION SERVICES NC II
Name : MARY CLAIRE G. PETALBO

Institution/School: TESDA-PTC Catarman
INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
COMPETENCIES
BASIC COMPETENCIES
CAN I…? YES NO
1. Participate in Workplace Communication
Obtain and convey workplace information 
Participate in workplace meetings and discussions 

Complete relevant work-related documents
2. Work in Team Environment
Describe team role and scope 
Identify own role and responsibility within team 
Work as a team member 
3. Practice Career Professionalism
Integrate personal objectives with organizational goals 
Set and meet work priorities 
Set and meet work priorities 
4. Practice Occupational Health and Safety Procedures
Identify hazards and risks 
Document No.
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Evaluate hazards and risks 
Control hazards and risks 
Maintain OHS awareness 
COMMON COMPETENCIES
1. Develop and Update Industry Knowledge
Identify and access key sources of information on the 

industry
Access, apply and share industry information 
Update continuously relevant industry knowledge, apply 

and share industry
2. Observe workplace hygiene procedures
Practice personal grooming and hygiene 
Practice safe and hygienic handling, storage and 

disposal of food, beverage and materials
3 Perform computer operations
Identify and explain the functions, general features and 

capabilities of both hardware and software undertaken
Prepare and use appropriate hardware and software 
according to task requirement
Use appropriate devices and procedures to transfer 
files/data
Produce accurate and complete data according to the 
requirements
Maintain computer system 
4. Perform workplace and safety practices
Document No.
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Practice workplace safety, security and hygiene systems, 
processes and operation
Respond appropriately to faults, problems and emergency 
situations
Maintain safe personal presentation standards 
5. Provide effective customer service
Apply effective verbal and non-verbal communication 

skills to respond to customer needs
Provide prompt and quality service to customer 
Handle queries promptly and correctly in line with 

enterprise standards
Handle customer complaints, evaluation and 
recommendations
CORE COMPETENCIES
1. Operate an automated information system
Access information on an automated system 
Check and download information 
2. Source and provide destination information and advice
Develop destination knowledge 
Update destination knowledge 

Provide destination information and advice 
3. Access and interpret product information
Identify and access product information 
Interpret product information 
4. Promote tourism products and services
Identify customer needs 
Document No.
Developed by:
Suggest products to meet customer needs 
Provide product information and advice 
Document No.
Developed by:
Evidences/Proof of Current Competencies
Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation
Current Proof/Evidence Means of validating

competencies
( all core units of Ex.Submitted

Ex.Certificate of
competency) authenticated copy of
Employment
Certificate
Document No.
Developed by:
Identifying Training Gaps
Form 1.3 Summaries of Current Competencies versus Required

Competencies
Required Units of Current Competencies Training

Competency/Learning Gaps/Requirements
Outcomes based on CBC
BASIC COMPETENCIES
1. Participate in workplace communication
Obtain and convey Obtaining and convey

workplace information workplace information
Complete relevant work- Completing relevant

related documents work-related documents
Participate in workplace Participating in

meeting and discussion workplace meeting and
discussion
2. Work in a team environment
Describe and identify team Participating in

role and responsibility in a workplace meeting and
team discussion
Describe work as a team Describing work as a

member team member
3. Practice career professionalism
Integrate personal Integrating personal

objectives with objectives with
organizational goals organizational goals
Set and meet work Setting and meeting

priorities work priorities
4. Practice occupational health and safety
Document No.
Developed by:
Identify hazard and risks Identifying hazard and
risks
Evaluate hazards and Evaluating hazards and

risks risks
Control hazards and risks Controlling hazards and

risks
Maintain OHS awareness Maintaining OHS

awareness
COMMON COMPETENCIES
1. Develop and Update Industry Knowledge
Identify and access key Identifying and access

sources of information on the key sources of
industry information on the
industry
Access, apply and share Accessing, apply and

industry information share industry
information
Update continuously relevant Updating continuously

industry knowledge relevant industry
knowledge
2. Observe workplace hygiene procedures
Practice personal grooming Practicing personal

and hygiene grooming and hygiene
Practice safe and hygienic Practicing safe and

handling, storage and hygienic handling,
disposal of food, beverage storage and disposal of
and materials food, beverage and
materials
3. Perform Computer Operation
Document No.
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Identify and explain the Identifying and explaining
functions, general features the functions, general
and capabilities of both features and capabilities
hardware and software of both hardware and
undertaken software undertaken
Prepare and use appropriate Preparing and using

hardware and software appropriate hardware and
according to task software according to
requirement task requirement
Use appropriate devices and Using appropriate devices

procedures to transfer and procedure to transfer
files/data files/data
Produce accurate and Producing accurate and

complete data according to completing data
the requirements according to the
requirements
Maintain computer system Maintaining computer

system
4. Perform workplace and safety practices
Practice workplace safety, Practicing workplace

security and hygiene safety, security and
systems, processes and hygiene systems,
operation processes and operation
Respond appropriately to Responding appropriately

faults, problems and to faults, problems and
emergency situations emergency situations
Maintain safe personal Maintaining safe personal

presentation standards presentation standards
5. Provide effective customer service
Document No.
Developed by:
Apply effective verbal and Applying effective verbal
non-verbal communication and non-verbal
skills to respond to customer communication skills to
needs
respond to customer
needs
Provide prompt and quality Providing prompt and

service to customer quality service to
customer
Handle queries promptly and Handling queries

correctly in line with promptly and correctly in
enterprise standards line with enterprise
standards
Handle customer Handling customer

complaints, evaluation and complaints, evaluation
recommendations and recommendations
CORE COMPETENCIES
1. Operate an automated information system
Access information on an Accessing information on

automated system an automated system
Check and download Checking and

information downloading information
2. Source and provide destination information and advice
Develop destination Developing destination

knowledge knowledge
Update destination Updating destination

knowledge knowledge
Provide destination Providing destination

information and advice information and advice
3. Access and interpret product information
Document No.
Developed by:
Identify and access product Identifying and accessing
information product information
Interpret product Interpreting product
information information
4. Promote tourism products and services
Identify customer needs Identifying customer

needs
Suggest products to meet Suggesting products to
customer needs meet customer needs
Provide product information Providing product
and advice information and advice
Document No.
Developed by:
Form No. 1.4: Training Needs
Training Needs Module Title/Module of

Instruction
(Learning Outcomes)
1. Access information on an automated Operate an automated

system information system
2. Check and download information

1.Develop destination knowledge Sourcing and providing
destination information and
2. Update destination knowledge advice
3. Provide destination information

and advice
1. Identify and access product Accessing and interpreting
information product information
2. Interpret product information
1. Identify customer needs Promoting tourism products
and services
2. Suggest products to meet customer
needs
3. Provide product information and

advice
Document No.
Developed by:
SESSION PLAN
Sector : TOURISM
Qualification Title : TOURISM PROMOTION SERVICES NC II
Unit of Competency : Source and provide destination information and advice
Module Title : Sourcing and providing destination information and advice
Learning Outcomes:
1.Develop destination knowledge
2.Update destination knowledge
3.Provide destination information and advice
A. INTRODUCTION
This module deals with the knowledge, skills, behavior and motivations required to source and provide destination
information and advice including general product information (eg. what types of product can the
destination offer).
B. LEARNING ACTIVITIES
LO 1: Develop destination knowledge
Document No.
TOURISM PROMOTION SERVICES NC II Date Developed: April 15, 2018
Date Revised: Issued by:

Sourcing and providing destination information and Page 18 of 339
advice Developed by: TESDA-PTC

TESDA PTC LEMAR C. DE GUIA, RRA, MAEd
Revision # 00
Learning Content Methods Presentation Practice Feedback Resources Time
 Sources of  Discu Read Information Answer Self Compare CBLM (Information Sheet
information ssion/ Sheet 5.1-1 on Check 5.1-1 Answers with on Variety and
on demo Variety and 30 mins.
Answer’s Key ingredients of
destinations nstrati ingredients of 5.1-1 sandwiches)
 Industry on
sandwiches Projector
information  Video
networks viewin If trainees
 Different g have passed
ways that the self-check
individuals 5.1-1, they can
update their now proceed to
knowledge in the next
the tourism
Learning
industry,
including Content
internet
 Ways in
which
customers
seek
information
 Destination
knowledge as
appropriate
Document No.


Revision # 00
to the sector
or specific
workplace
 Communicati
on skills for
dealing with
customers
and
colleagues
 Fundamental
research
skills


C. ASSESSMENT PLAN
Written Examination on:
 Written or oral questions to test knowledge of candidate’s on cleaning materials and equipment and hygiene issues
 Review of portfolios of evidence and third party workplace report of on-the-job performance of the candidate
Performance Test on:

 Direct observation of the candidate while cleaning a kitchen
D. TEACHER’S SELF REFLECTION OF THE SESSION

Document No.


Revision # 00
If the required performance criteria of all activity and written tests are satisfactory meet, trainees are
now ready to move to the next unit of competency.
Prepared by: Approved by:
LEMAR C. DE GUIA, RRA, MAEd KIM ANNE U. BOLOSIÑO
Instructor Instruction Supervisor
Document No.


Revision # 00
COMPETENCY BASED LEARNING MATERIAL
Sector : TOURISM
Qualification : TOURISM PROMOTION SERVICES NC II
Unit of Competency : SOURCE AND PROVIDE DESTINATION INFORMATION AND ADVICE
Module Title : SOURCING AND PROVIDING DESTINATION INFORMATION AND ADVICE
Document No.
TOURISM PROMOTION
Issued by: Page 22 of
April 15, 2019
339
TESDA-PTC
HOW TO USE THIS COMPETENCY-BASED
LEARNING MATERIAL
WELCOME to the unit of competency, “Sourcing and providing

destination information and advice ”, is one of the competency of Core
Competency, TOURISM PROMOTION SERVICES NC II, a course which
comprises the knowledge, skills and attitude required for a TVET training
possess.
The module, “Sourcing and providing destination information and

advice”, contains training materials and activities related to identifying
learner’s requirements, preparing sandwiches for to complete.
In this module, you are required to go through a series of learning

activities in order to complete each learning outcome. In each learning
outcome are Information Sheets, Self-Checks, Task Sheets and Job
Sheets. Follow and perform the activities on your own. If you have
questions, do not hesitate to ask for assistance from your facilitator.
Remember to:
• Read information sheets and complete self-checks. Suggested
references are include to supplement the materials provided in
this module.
• Preform the Task Sheets and Job Sheets until you are confident
that your output conform to the Performance Criteria checklist
that follows the sheets.
• Submit your Task Sheets and Job Sheets to your facilitator for
evaluation and recording in the Accomplishment Chart.
Outputs shall serve as your portfolio during the Institutional
Competency Evaluation. When you feel confident that you have
had sufficient practice, ask your trainer to evaluate you. The
results of your assessment will be recorded in your Progress
Chart and Accomplishment Chart.
You must pass the Institutional Competency Evaluation for this

competency before moving to another competency. A Certificate of
Achievement will be awarded to you after passing the evaluation.
You need to complete this before you can perform the module on
“Sourcing and providing destination information and advice”.
Date Developed: Document No.

April 15, 2019
TOURISM PROMOTION SERVICES NC II Date Revised: Issued by:
Page 23 of
Sourcing and providing destination information TESDA- 339
Developed by:
and advice PTC
LEMAR C. DE GUIA,RRA MAEd
TESDA PTC
Revision #
00
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No. Unit of Competency Module Title Code

Sourcing and providing
Operate an automated TRS341335
1 destination information
information system
and advice
Source and provide
Accessing and
2 destination TRS341336
interpreting product
information and
information
advice
Accessing and
Access and interpret TRS341337
3 interpreting product
product information
information
4 Promote tourism Promoting tourism TRS341338
products and services products and services

April 15, 2019
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UNIT OF COMPETENCY : Source and provide destination information and advice
MODULE TITLE : Sourcing and providing destination information and advice
MODULE DESCRIPTOR : This module deals with the knowledge, skills,

behavior and motivations required to source
and provide destination information and
advice including general product information
(eg. what types of product can the destination
offer).
NOMINAL DURATION : 24 hours
SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/trainees will be
able to:
LO1. Develop destination knowledge
LO2. Update destination knowledge
LO3. Provide destination information and advice
ASSESSMENT CRITERIA
1. Information sources are identified and accessed for current and
accurate information on destinations
2. Information is obtained on features of the destination and the
general type of tourism products available
3. Information is identified and obtained on the different tourism
products available which can meet customer needs
4. Information is identified and obtained on the different tourism
products available which can meet customer needs
LO2. Update destination knowledge

ASSESSMENT CRITERIA:
1. Informal and formal research are used to update destination and
general product knowledge
2. Feedback is sought on experience with destinations from both
colleagues and customers and this is provided to other
organizations where appropriate
3. Updated information is shared with colleagues in accordance with
enterprise procedures

April 15, 2019
Page 25 of
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CONTENTS:
 Sources of information on destinations
 Industry information networks
 Different ways that individuals update their knowledge in the
tourism industry, including internet
 Ways in which customers seek information
 Destination knowledge as appropriate to the sector or specific
workplace
 Fundamental research skills
 Communication skills for dealing with customers and colleagues
CONDITIONS: The students/trainees must be provided with the

following:
 Writing materials
 References
 Handouts
METHODOLOGIES:
 Discussion/ demonstration
 Video viewing
ASSESSMENT METHODS:
 Written or oral questions to test knowledge of candidate’s on
cleaning materials and equipment and hygiene issues
 Review of portfolios of evidence and third party workplace report of
on-the-job performance of the candidate

ASSESSMENT CRITERIA:
1. Specific information and advice needs of the customer are
accurately identified
2. Range of current and accurate destination and general product
information and advice is provided in a timely manner and in
accordance with company procedures
3. Customer needs are addressed by ensuring appropriate scope and
depth of information
4. Information and advice are presented in an appropriate format and
style
April 15, 2019
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CONTENTS:
 Sources of information on destinations
 Industry information networks
 Different ways that individuals update their knowledge in the
tourism industry, including internet
 Ways in which customers seek information
 Destination knowledge as appropriate to the sector or specific
workplace
 Communication skills for dealing with customers and colleagues
 Fundamental research skills
CONDITIONS:
the students/trainees must be provided with the following:
 Writing materials
 References
 Handouts
METHODOLOGIES:
 Discussion/demonstration
 Video viewing
ASSESSMENT METHODS:
 Written or oral questions to test knowledge of candidate’s on
cleaning materials and equipment and hygiene issues
 Review of portfolios of evidence and third party workplace report of
on-the-job performance of the candidate

April 15, 2019
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Learning Experiences
Learning Activities Special Instructions
1. Read Information Sheet 5.2-1

On different types of
sandwiches.
2. Answer Self-Check 5.2-1

3. Compare Answers with Read and answer all the information
Answer Key 5.2-1 sheets and perform the task sheet,
4. Read Information Sheet 5.2-2 job sheet and operational
On breads for sandwiches procedures. Follow the
making. instructions/procedure properly
and correctly. If you find difficulties
5. Answer Self-Check 5.2-2
ask your trainer to assist you. You
6. Compare Answers with are being rated with your
Answer Key 5.2-2 knowledge, skills and attitude on
7. Read Information Sheet 5.2-3 how you demonstrate and present
On filling for sandwiches. your finished products. You are
8. Answer Self-Check 5.2-3 expected to get 100% rating or must
9. Compare Answers with be competent in this qualification.
Answer Key 5.2-3
10. Perform Task Sheet 5.2-3 on
how to put fillings on
sandwiches.
11. Evaluate your own output by
using the Performance Criteria
Checklist 5.2-3.

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INFORMATION SHEET 5.2-1
Element 1: Generate initial destination knowledge
Learning Objectives:
After reading this information sheet you must be able to:
1.1 Identify sources of destination information
Introduction
The tourism industry is one of the largest

industries in the world and for many countries is
its major economy and employer. Tourism has
become a very significant global activity and as
disposable income and the ease of travel
continue to grow, so will the industry.
Destination knowledge is a vital pre-requisite for
effective performance within the industry.
There are many sources of information that can
assist you. Some of these sources are generic in
nature and others are specific to the industry.
The idea of obtaining destination information is
so that you can use it for:
Your benefit
The benefit of the venue
The ultimate benefit of the customers.
Importance of having updated destination

information
Developing and maintaining destination

information is a very important element of providing
excellent levels of customer service in the tourism
industry.
All tourism establishments will be expected to

provide accurate destination information to their
customers.
The level and nature of the destination

information will differ between customers, however
all tourism staff must have a wide range of
destination knowledge at their disposal to meet the
informational needs of their customers.
Whilst no-one expects everyone

Date Developed: to
Document No.
April 15, 2019
TOURISM PROMOTION know everything there
SERVICES NC II is to know about all
Page 29 of
the tourism options
Sourcing and providing destination information that may exist, allTESDA-
staff 339
Developed by:
must have at least
and advice substantial
LEMAR C. DE GUIA,RRA MAEd general
PTC
TESDA PTC
tourism knowledge but also know where to#
Revision
00
source information in a timely manner.
Depending on your
industry sector and role, Participate in
you may be expected to: destination
Provide destination launches and
information and advice to all explain the features
types of customers of the destinations.
Provide specific
destination advice to all There are endless
types of customers sources of
destination
Sell tourism destinations information that
to the customer can be collected,
analysed and used
Quote specific individual
by a travel and
tourism destination prices
tourism
Book and coordinate organisation for the
tourism supplier services for benefit of the
the customer organisation itself
or to assist
Participate in destination
customers with
launches and explain the
potential travel
features of the destinations.
plans.
Sources of destination information
When compiling destination
information for your data bases, it is essential
to identify the different types of businesses in
which your potential customers may use.
Whilst gathering information from every
potential tourism operator is impossible and
impractical, identifying commonly used
tourism providers enables you to gather
information relating to the destinations and
services they provide.
In addition it enables you to ensure
that the information that you have gathered
is accurate and up to date.

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Depending on the types of
tourism offerings Corporate Agents
provided by your
organisation possible Ministries of Tourism
businesses in which you Tourism boards
may seek destination
information from Industry authorities and
includes, but not limited associations
to:
Airlines
Other travel suppliers
Suppliers
Accommodation
Attractions and theme
parks
Tour operators
Inbound Tour Wholesaler
. Outbound Tour
Wholesale
Retail Travel Agents
Local, regional and
National information
services
Meetings and Events
Corporate Agents
Ministries of Tourism
Airlines
Airlines own
Tourism the planes and sell seats
boards
to all sectors
Industry in the and
authorities travel industry.
They do
associations this via Computer
Reservations systems (CRS) such as
Galileo, Sabre and Amadeus.
They also sell seats via the Internet and
via the phone to the public. Airlines
negotiate rates with Retail Agents,
Wholesalers, and Corporate Agents
who then take a commission from the
airline sale. Some Airlines have a
Wholesale division which sells directly
to Retail agents. Date Developed: Document No.
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These include but are not limited to:
Cruise operators
Railway operators
Bus lines
Car rental businesses
Limousine hire
Taxis.
Suppliers and providers of support and ancillary

services
This includes:
Travel insurance providers
Finance providers
Currency exchange
Conference and similar venues
Interpreters.
Accommodation
This sector includes but not limited to:
Hotels and motels
Guest houses
Bed and breakfasts
Caravan parks and camping grounds
Resorts
Time share properties
Apartments, villas and cottages
Conference and exhibition centres.
Attractions and Theme Parks

Museums and galleries
National parks, wildlife parks and gardens
Theme parks
Heritage sites and centres
Sport and activity centres
Aquarium
TOURISM PROMOTION SERVICES NC II and zoos.
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Accommodation
Resorts Outbound Tour Wholesaler
An Outbound Tour Wholesaler
negotiates destination from
Apartments, villas and cottages International Suppliers for clients
in a specific travelling to an
Conference and exhibition centres. international destination. They
approach airlines, hotel, local tour
Attractions and Theme Parks operators, cruise companies, car
This sector includes but not limited to: rental companies and rail
Museums and galleries companies to obtain wholesale
National parks, wildlife parks and rates which are then on-sold to the
gardens public via the Retail Travel Agents
Examples of businesses include
Theme parks Tempo Holidays, Peregrine
Heritage sites and centres Adventures and Creative.
Visit:
Sport and activity centres www.tempoholidays.com
Aquarium and zoos. www.peregrineadventures.com
Tour Operators www.creativeholidays.com.

A tour operator typically organises
sightseeing tours and accommodation in a
particular destination or region. They act .
as a middle person between the Wholesaler
and the Principal or Supplier of the
destination
Examples of businesses include Trafalgar

Tours and Contiki.
Visit:
www.trafalgartours.com
www.contiki.com.

An Inbound Tour Wholesaler packages
destinations to form a trip for an overseas
market travelling to a specific country

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A Retail Travel agent is the go-between
between the client and the Wholesaler. It
is the Retail agent who obtains all the
relevant details from a client to enable
them to make a booking through a
Wholesaler. All this information is then
finalised and paid for to the Wholesaler.
Both the Retail agent and the Wholesaler
make commission from the booking.
Examples of these businesses include:

Flight Centre, STA and American
Express
Visit:
www.harveyworld.com
www.flightcentre.com
www.statravel.com.
Local, regional and national information services
These information services exist to assist the public

and Travel agents in obtaining information on a particular
region from the experts. This can be at a local, regional or
national level.
These bureaus can be independent bodies or come

under the support and direction of the respective Ministries
of Tourism, which will be identified later.
These bureaus take calls from Travel agents as well

as the public to help in promoting their region. They have
wholesale divisions and all staff are experts in their area.
All these locally based Tourist bureaus have a fantastic
website with a wealth of information and destinations to
extend one’s knowledge.
At a regional level there may be Information Centres,

which provides a local booking service for accommodation
in the area. They also provide pamphlets on local
attractions which inform visitors of points of interest in the
area.

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Meetings and Events
This sector has been one of the fastest growing
within the tourism and hospitality industry.
These companies organise meetings,
conferences and major events by booking
flights, accommodation, tours and the meeting
facilities for their Client and their guests.
Large Corporate Companies have a separate
department set up specifically to cater for the
conference and event market. An example of
this type of Company is HRG (Hogg Robinson
Group) which is a UK based company
specialising in corporate travel and having a
division specifically setup for conference and
event bookings. There are also independent
companies that only specialise in Meetings
and Events, such as The Event Factory and C1
Events
Each country within the ASEAN region will
have dedicated government ministry
specifically focused on the tourism industry.
Their role is to regulate and manage the
industry.
A Ministry of Tourism is usually responsible

for the formulation of national policies and
programmes and for the co-ordination of
activities of various governments and the
private Sector for the development and
promotion of tourism in the country.
The Ministry may co-ordinate special
initiatives including:
Selecting and managing heritage sites
Dedication and allocation of government
funding to tourism initiatives
Providing information on news laws and
regulations
The ASEAN region, whilst working collectively to achieve a primary purpose
Establishing
of attracting tourism service excellence
to the region as a awards
whole, each participating government
will also have
Publishing and managing tenders forin which to collect
their own websites and departments
information.
tourismThey have been identified below.
projects.

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BRUNEI Tourism Development Division Ministry of Industry and Primary
Resources Jln. Menteri Besar, Bandar Seri Begawan, Brunei Darussalam Tel. (673-
2) 382822 Fax. (673-2) 382824 Email: info@bruneitourism.travel Website:
http://www.bruneitourism.travel/
CAMBODIA Ministry of Tourism 3, Preah Monivong Blvd, Phnom Penh, Cambodia

Tel. (855-23) 213911 Fax. (855-23) 426107/217503 Email: dgpro@camnet.com.kh
Website: http://www.tourismcambodia.com/
INDONESIA Ministry of Culture and Tourism Jl. Medan Merdeka Barat 17, Jakarta
10110, Indonesia Tel. (62-21)3838157 Fax. (62-21) 3849715 Website:
http://www.budpar.go.id http://www.my-indonesia.info
LAOS National Tourism Authority of Lao P.D.R. Lane Xang Avenue, P.O. Box 3556,
Vientiane, Lao P.D.R. Tel. (856-21) 212248 Fax. (856-21) 212769/2127910
Website: http://www.tourismlaos.gov.la/
MALAYSIA Ministry of Tourism Menara Dato' Onn Putra World Trade Center,
50480, Kuala Lumpur, Malaysia Tel. (603) 2693 5188 Fax. (603) 269 0207/2693
0884 Email: tourism@tourism.gov.my Website: http://www.tourism.gov.my
MYANMAR Ministry of Hotels and Tourism Building No. (33), Nay Pyi Taw, Union
of Myanmar Tel. 95 67 406129, 406130 Email: mo.moht@mptmail.net.mm /
mohtmail@gmail.com Website: http://www.myanmartourism.org/
PHILIPPINES Department of Tourism DOT Building, T.M. Kalaw Street, Agrifina

Circle, Rizal Park Manila 10004, Philippines Tel. (632) 523 8411 Fax. (632) 521
7374 Email: deptour@info.com.ph Website: http://www.wowphilippines.com.ph/
SINGAPORE Singapore Tourism Board Tourism Court, 1 Orchard Spring Lane,

Singapore 247729 Tel. (65) 736 6622 Fax. (65) 736 9423 Email: stb_sog@stb.gov.sg
Website: http://www.yoursingapore.com/
THAILAND Tourism Authority of Thailand 1600 New Phetchaburi Road

Makkasan, Ratchathewi, Bangkok 10400, Thailand Tel. (662) 250 5500
Fax. (662) 253 7437 Email: center@tat.or.th Website:
http://www.tourismthailand.org
VIET NAM Viet Nam National administration of Tourism 80 Quan Su Street, Hanoi,
Viet Nam Tel. (84-4) 822 8744 Fax. (84-4) 942 4115 Email: binhvnat@hn.vnn.vn
Website: http://www.vietnamtourism.com

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Tourism Boards
In some countries such as in
Singapore, a ‘tourism board’ has been
established. It is called the Singapore
Tourism Board. From its inception the
primary task of STB was to coordinate
the efforts of hotels, airlines and travel
agents to develop the fledging tourism
industry of the country.
Later, the STB began to initiate new marketing ideas to promote Singapore's
image aboard. The board created the Merlion, a symbol based on a Singapore
mythical legend that became an icon of the Singapore destination. The board also
has been providing travel agent licensing and tourist guide training.
STB actively promotes the development of infrastructure, including the building of
hotels and tourist attractions such as the Jurong Bird Park and Sentosa which is
now a popular resort island for both tourists and local visitors. The board also
markets the city as a convention venue and organises events to attract visitors.
Industry Authorities
Authorities are established, either by a government or working closely with
government to provide services relating to the tourism industry.
One such example is the ‘Tourism Authority of Thailand –
http://www.tourismthailand.org/about-thailand/
It is the official travel information website for tourists visiting Thailand and
contains all information to ensure visitors have all the necessary information to
help them plan and enjoy their travel experience.
Industry Associations
Industry associations are bodies that all businesses can elect to join that serve
specific and over-arching industry sectors. These bodies provide businesses with a
variety of services which can include:
Representing the industry – this means they act as an industry spokesperson to
unions, the media and government
Legal advice – about industrial relations issues, OH&S
Training – to management and operational staff
Industry standards and benchmarks – which member bodies can elect to
implement as their standard practice
Cost savings – by virtue of establishing for their members a range of discount
rates for destinations and services from industry suppliers.

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SELF-CHECK 2.3-1
Activity 1 Sources of destination information
For each source of destination information

listed below, provide examples of actual
organization’s in which you would request
information from
.
Sources of destination Names of

information organizations
Airlines
Cruise operators
Railway operators
Bus lines
Car rental businesses
Limousine hire / taxis
Finance providers
Currency exchange
Interpreters
Accommodation
Hotels and motels

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Guest houses
Bed and breakfasts
Caravan parks and camping grounds
Resorts
Apartments, villas and cottages
Conference and exhibition centres
Attractions and theme parks
Museums and galleries
National parks, wildlife parks and gardens
Theme parks
Heritage sites and centres
Sport and activity centres
Finance providers
Currency exchange
Interpreters
Outbound Tour Wholesale

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Local, regional and National information

services
Meetings and Events
Corporate Agents
Sources of destination information Names of organisations

Tourism boards
Industry authorities
Industry associations

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Formats of destination information
Whilst the sources of information that What sort of information can you find
can help identify possible tourism here?
products and services that will be
helpful in preparing quotations for
customers is limitless, possible
sources of information are identified
below. Information sources
Brochures/DVDs Destinations and product information,
packages, prices, booking conditions.
Many brochures also provide information
on local customs, health precautions, visa
requirements, currency, shopping, hints
on what to wear.
Hotel and accommodation guides and Information and contacts on
indexes accommodation.
Atlases, maps and encyclopaedias Geographical and general destinations
information.
Travel guides Destination and product information.
(e.g. Lonely Planet, Fodor’s, Insight,
internet)
Individual timetables Product and scheduling information,
general industry information.
Automated information systems Varied information
Computerised Reservations Systems (CRS) Almost anything relating to airlines-flight
schedules, fares, seating plans, just to
name a few. In addition, most CRSs can
provide you with a massive amount of
other information – location times, daily
exchange rates, visa information,
destination information.
They also provide a link into the
reservations systems of many wholesalers.
International airline guides Comprehensive worldwide air schedules,
minimum connecting times, check in
requirements, baggage information, airline
and city codes, international time
calculators, local taxes etc.
The main example is the Official Airline
Guide (OAG), although its use has been
superseded to a great extent by the CRS.
Travel Trade Yearbook Contacts for hundreds of companies in
different sectors of the
Information sources What sort of information can you find
here?
Travel Information Manual (TIM)/ Travel Visa and other statutory requirements for
Trade Visa Guide/ Travel Express Visa overseas countries. TIM can now also be
Guide accessed on the CRS.
Passenger air tariff Airfare information
Trade press Industry updates, destination and product
information, general news.
(e.g. Travel Trade, Travel Weekly etc.)

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General print and electronic media, travel General destination and product
magazines and even news bulletins for information. News services can supply very
current issues current information on the day to day
developments such as flood, social unrest,
exchange rates and so forth.
Educationals/product familiarisations Opportunities to experience products and
services first hand.
Other organisations in the industry To get information and advice from an
organisation which specialises in a
particular product or destination
The internet, travel websites, travel A major resource of all types of information
advisor, blogs destinations, airline, current affairs,
hotels, just to name a few. The internet is
fast becoming an increasing popular
means of booking travel arrangements.
Travel companies product launches, travel A way to gain knowledge on specific
shows and information nights products with specific travel companies,
update you on new product information on
the market and to keep in touch with
people in the travel industry.
Government agencies such as national General destination and product
parks and wildlife services or government information
tourism offices
Additional sources of information

Whilst the above sources are most
commonly used, other sources that
can be accessed include, but are not
limited to:
Intranet Websites
Internal information databases
Product manuals
Supplier information and sales kits
and their sales representatives
Destination and product experts in
wholesale reservation call centres
Confidential and general industry
tariffs
Preferred contracts or agreements
Official country tourist offices,
authorities and bureaus
Your own travel experience
Colleagues.

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Testimonials
Naturally any testimonial that is collected by
a tourism organisation is a valuable asset
that can be used to provide an accurate
reflection on the performance of the
organisation or an individual staff member.
Testimonials are very good marketing and
promotional tools as they are statements
from actual consumers, not messages given
by organisational staff.
A testimonial can be a formal statement
testifying to:
Someone's character, performance,
professionalism, qualifications, skills or
achievements
The virtues of a company and the
destinations and services it provides
How the experience benefited them on a
personal basis.
Ideally testimonials should include the

person's:
Name
Title
Company
Head-shot photograph.
Quotations
Quotations are used by tourism and travel organisations to sell their destinations
and services, through the use of suppliers, summarised in a way that adds value
for the customer.
Information commonly included in a quotation includes:
The Travel Agent detail (Agency letterhead/logo)
The passenger names
The destinations or services booked
Inclusions and exclusions
The status of the items.
The gross price – usually quoted per person
The conditions of booking, amendment and cancellation
The payment schedule for deposit and final money
Information relating to other travel documentation including visa requirements,
travel insurance, destination information etc.
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Personal observations
One of the best types of information that can be used by an organisation is that
which has been personally collected.
This includes:
Personal notes
Report and findings
Log books
Records of interviews
Notes of first-hand meetings.
Activity 2 Identify popular formats of destination information
You are to identify four popular formats that you would use to provide
destination information to potential customers. You are to explain why
you would use these items.
Formats containing destination Reason for using this format

information

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1.2 Describe criteria for capturing destination information
Introduction
Whilst there are endless pieces of destination information available, it is essential
that you are focused on collecting information that will be useful in relation to
providing relevant and tailored advice and services to your customers.
Importance of having useful and appropriate destination

information
It will be up to you to determine exactly what destination knowledge will be useful
to meet the needs of your customers.
For all businesses within the tourism industry, it is important to have relevant and
up-to-date information so you can:
To demonstrate the professionalism of the business and your individual level of
professionalism and expertise
To answer routine questions that customers and guests expect you to be able to
answer.
Provide destination information and advice to all types of customers
Provide specific destination advice to all types of customer
To provide additional information which will enhance the customer’s appreciation
of their stay, the destination they have bought or the service they have booked
To advise customers of up-coming events, specials etc. that the venue plans to
offer
To make recommendations and suggestions when asked for your opinion
Selling tourism destinations to the customer
Quote specific individual tourism destination prices
Booking and coordinating a supplier service for the customer
Receiving and processing a reservation from a customer
Processing financial transactions
Issuing customer travel documentation
Issuing itineraries
Participate in destination launches and explain the features of the destinations
To generate repeat business from customers
To generate referral business
To comply with general operational requirements.
Criteria for capturing destination information

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In the previous section, the different sources of destination information and items
containing destination information have been identified.
Before information is actually sought, it is important to identify criteria for
capturing destination information.
The criteria for capturing destination information must include:
Accuracy
Currency
Completeness
Reliability and reputation of source
Cost
Ease-of-access
Copyright-free status of information.
Methods to ensure compliance with information collection

criteria
Methods to ensure you meet the above mentioned criteria for collecting destination
include, but are not limited to:
Use of checklists
Putting yourself in the eyes of the customer
Checking to ensure you have all necessary information
Identify date in which current information was compiled
Checking version of the brochure or information
Checking on the website for accurate 'real time' information
Contacting the supplier to verify information.

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Activity 3
Reflect on consequences of 'inaccurate' destination information
You are required to reflect on a personal experience or 'case study' where

the provision of inaccurate destination information has negatively
impacted on a travel experience
What was the inaccuracy?
What was the cause of the inaccuracy?
How did it impact on the customer?
How did it impact on the travel

supplier?
How did it impact on the travel age

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Read and review destination information
When you capture destination information through the use of various
sources it is important to read and review the information and determine its
importance, accuracy and relevancy for your organisation and customers
Objectives of reading and reviewing captured destination information

Objectives of reviewing destination information that you have captured include:
Verifying the accuracy, relevance and sources of the data – as mentioned above
Confirming the applicability and utility of material researched and provided
Determining degree of usefulness of the information
Determining if additional information, material or data is required to meet
identified needs
Ensuring that no obvious sources of information have been overlooked
Meeting with the information user to check that the material gathered is
appropriate for their needs
Meeting with researchers to clarify points of ambiguity, as appropriate.
Interpreting destination information

The aim of interpreting information is to analyse all the information collected
with the hope of providing a summary of key pieces of evidence in which
assumptions, conclusions and recommendations be based. When interpreting
information, it is important that the correct information is derived, in its intended
format. Attempt to put the information in perspective to the objectives.
There may be vast amounts of information that has been collected. It is your
role to identify which pieces of information are valid and purposeful, excluding
information that is not relevant in answering the original objectives, or cannot be
used to help substantiate or clarify findings.
The process is not to find reason or purpose in all the information collected,
but to methodically compile and interpret evidence that is relevant.
Try to use the information to answer the research objectives and to provide
supporting evidence to substantiate the findings.
Purpose of interpreting information

This serves a number of purposes including:
Gaining further understanding of the information
Identifying any questions you may have
Identify the key points in which you may convey to stakeholders, colleagues or
clients.
This process may include:

Analysis and interpreting the Information
Classifying the information
Preparing summaries with supporting evidence of the results of the data
analysis.

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1.3 Identify client needs relating to destination information that may
be required
3.1 Identify client and colleague needs relating to destination

information that is required
Introduction
When sourcing destination information for potential clients, it is important
that all relevant needs are considered.
Naturally the information to be collected must meet the needs of the client, but there
are other needs that must be addressed.
This section will look at the different needs that will guide and impact the
purpose and types of destination information to be collected.
Summary of organisational and customer needs
Whilst the needs of the organisation and customer will be explained in more
detail in this section, they can be summarised as including:
Reference to specific requests or
questions that have been made
Specific data sharing with sales staff and
specialist destination colleagues
Providing detailed information to new employees
Specific requirements relating to target client
groups with which nominated colleagues are engaged.
Review organisational needs

Besides the client, it is essential to consider your business when providing
destination information, especially when quoting packages or any information
including prices. Where the organisation is to offer tourism products and services,
where a profit margin is incorporated, there are specific organisational needs that
must be taken into consideration.
These include but not limited to:
Business objectives
Key market segments or clients
Types and style of tourism activities
and destinations current offered
Types of destinations or services that
could be combined with current
activities and services

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How the information provided could
be used to improve service
Enhancing and expanding destination
range including destination initiatives
that conform to business plan and marketing objectives
Movement into new target markets

Reputation and image
Business agreements, including franchise
and other contractual arrangements
Meeting competition
Involvement of colleagues in determining requirements
Potential increase in business and profitability.
Reviewing these aspects of a tourism business is useful for identifying

destination information to be provided. The information provided should be
complementary to the existing business and marketing strategy of the organisation
and the style of destinations that your organisation is known for promoting.
The information you provide must always meet the expectations of
and improve the tourism experience for your clients.

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Activity 4 Identify organisational needs
Based on the typical travel or tourism organisation:
Identify any organisational needs you would need to consider when collecting
and providing destination information
Identify how you can meet these needs.
Types of organisational needs Methods to meet these needs
Specific sales needs

Ultimately the goal of collecting destination information is to provide the best
possible service and to meet the client’s needs thus enabling you to make the sale
and process the booking.
The first step in collecting information is to identify the needs or reasons

why collecting information is essential.
Specific sales needs may relate to:
Consultation with client – in person, via telephone or email

Non-negotiable client needs, including budget, timing, duration of travel,
required destination and activities, health
Requests from and preferences of client, including general enquiries and special
interest requests, travel preferences, timing and designated destination activities
Source and provide information and advice
Make recommendations
Check availability and prices
Provide quotation including booking terms and conditions
Processing a reservation, including booking and coordinating supplier services
and destinations
Collect applicable deposits and provide to applicable parties
Provide written confirmation and due dates for final payment
Collect final payment and provide to applicable parties
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Processing financial transactions, including
payment of deposits and full-payment for bookings
Issue or secure non-air and air travel
documentation and provide to customer
Need to amend an existing booking due to
unforeseen circumstances
Cancellations or alterations made to bookings.
One of the keys in gathering key pieces of relevant information is to carefully yet
effectively search for information.
It is important that you have identify a clear topic of your search
and to identify objectives of what you are trying to achieve when searching
for information, otherwise you can very easily become side-tracked and
spend considerable time looking for information that may not be relevant.
Assessing destination information needs

When assessing information needs, do not get overwhelmed with too much
information.
Only seek out the information that you need. The following questions can be of
assistance when assessing information needs.
What types of decisions are you
regularly called on to make?
What types of information do
you need to make these decisions?
What types of information do you
regularly get?
What types of information would you
like to get that you are not now getting?
What information would you want daily?
Weekly? Monthly? Yearly?
What specific topics would you like to be kept informed of?
What types of data analysis programs would you like to be kept informed of?
What do you think would be the four most helpful improvements that could be
made to the present information system?

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Identify clients
It is important to understand the different types of clients that may be destination
information.
Clients can be anyone, from anywhere.
They can be of any age.
Clients may include:
Domestic and international people
Males and females
People from different age groups
Special interest groups
Special needs clients
Open groups, i.e., groups comprising an unpredictable mix of the general public
Homogenous target market groups as defined by various demographic
characteristics.
Once different types of

clients and market segments
have been identified, it is
essential to understand what
their needs may be, when
seeking appropriate
Whilst there will be

generic needs that all clients
will have, each market
segment will also have their
own specialised needs that
must be addressed.
By understanding the needs of your

potential clients, it can help guide your research
efforts.
By understanding the range and
types of needs that clients have, it helps
to identify which destinations and
services will be required to satisfy these
needs.

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Generic client needs
Whilst every tourism client has their own individual needs, there are a
number of generic needs that travel staff must address when providing destination
information.
These needs include:

Information matches their requests
Value for money
‘Offering’ reflecting what was advertised
Expectations met / exceeded
To receive friendly service
To be safe
To be dealt with in a prompt and courteous manner
To receive assistance when necessary
To be in comfortable, clean surroundings.
Specific target market needs

Different clients from different target markets will have their own their own
specific needs. It is important that staff recognise the needs of each target market
and tailor destination information accordingly.
Following are different target markets and their specific needs:
Business – computer and internet access, newspapers, executive lounges,

laundry services, business or executive centre, business and news channels.
Business men are more likely to frequent a hotel bar and eat in the restaurant
Women – hairdryers, larger mirrors, healthier food options, specific bathroom
amenities, fashion magazines, bath. Business women are more likely to use the
gym and eat room
service
Family – interconnecting rooms, costs,
entertainment options, child care facilities, children’s
television programs, package deals
and safety
Leisure – cheaper rates, local attractions, concierge services
Elderly – single beds, medical facilities, suitable food
options and cheaper rates
Groups – need for large allocation of rooms, cheap rates, meeting rooms,
specialised menus, bus access and parking.
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Activity 5 Identify needs of different market
segments
You are required to identify the possible needs

of different market segments that may ask for
destination information in a travel and tourism
organisation.
You are to identify the strategy, destinations or services you feel could
meet these needs.
Market segment Strategy, destination or service to meet

need
International clients – General
Business – General
Business – Men
Business – Women
Leisure – General
Leisure - FIT (Free Independent Travellers)
Leisure - Large Groups
Leisure - Honeymooners
Family clients - with children less than 4

years old
Family clients - with children aged 4-16
Sporting groups
Adventure seekers

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Identify types of destination information
As can be seen in Section 1.1, there
are sources of destination information. The
information provided by each will be
valuable and essential in providing
information and advice to your customers.
Following are types of destination
information that should be gathered as it
will be required to provide accurate advice
to customers.
General destination information
General destination information may include:
Statistical information
Currency
Maps
Travel guides
Events
Languages
Safety
Government information
Time zones
Communications.
Local community information
Staff should have a thorough understanding of:
Zoos, animal and wildlife parks
Museums
Natural attractions – parks, reserves, gardens
Built or ‘man-made’ attractions
Prominent and historic buildings
Amusement parks and theme parks
Areas, districts and streets
Sporting and recreational facilities
Markets
Resorts
Casinos
Currency exchange
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Emergency services
Churches and places of worship
Public and private transport options.
The purpose of presenting the above is not to develop a comprehensive

list but to give an idea of the diversity of locations/sites about which visitors
may require information.
International destination information

When providing information on international
destinations to your customers, you will need to
advise them of the government regulations that apply
when people wish to leave the country.
In addition to passport and visa information,
you will need to inform your customers of the health
and safety precautions of each particular destination
and any customs regulations that apply.
A visa is a stamp or document placed in
passports by an authorised representative of a
country, permitting passage to a country and
allowing the visitor to remain there for a limited
amount of time.
Tours
You should be aware of the types of tours on offer in a destination.
Different customers will be interested in different types of tours, so it is
important that you have a good selection for them to choose from, for
example:
Multi-day bus tours with a guide
Walking tours
Special interest tours
Cycling tours
Drive yourself tours
Low budget tours.
Tour information
Company name, name of tour and duration
Departure date, time and location address
End date, time and location address
Type of accommodation e.g. single, twin-share

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Tour company specific baggage labels
Hotel list – names, address and telephone numbers for hotels used on
tour
Tour information booklet
Included services – arrival and departure transfers.
Attractions
Probably the most important single
feature is that a destination must have an
attraction.
Attractions can range from a notable
historic site, to a scenic location, or a place
where some special event is taking place.
Attractions have value in themselves,
but they are also evaluated by the traveller
from several viewpoints. One aspect of
importance is the positive ‘distance-pull’ of an
attraction. In simple terms, this means that an
attraction must have enough appeal to make it
worthwhile for the traveller to make the
journey.
Each attraction has a different ‘distance-pull’ and each individual traveller

has his or her own set of values that influences how they evaluate the
distance-pull of the attractions.
Every country can claim to have some attractions that might be of interest to
a customer.
It is important to remember that tourist attractions can be:
Natural
Man-made.
Activities
Attractions are the main reason for choosing a
specific destination. However, it is necessary at most
destinations to provide for some activities to
supplement the major attractions.
These activities are established so the tourist
will have ‘something to do when there is nothing to
do’! Activities give the tourist something to do when
the weather is inclement and after dark.

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Going on a nature walk, attending a minor sporting fixture, playing golf or
tennis are examples of activities tourists participate in while at their
destination. Activities are there for casual enjoyment.
History
Many people are interested in history, and therefore information on the
history of a destination can be important to customers. History adds colour
and life to a destination.
Knowing what has happened in the past will give an insight
into the destination as it is today.
Geographical features
Geographical features include:
Mountain ranges
Lakes
Rivers
Caves
Waterfalls
Rock formations
Beaches
National parks.
Your customers may want information on the geography of a

destination because it contributes to the reason why they want to
travel to this destination.
Local customs and culture

Every destination will have customs that
are specific to that place and that particular
culture. These will most likely be of interest to
your customers.
Each destination is unique and may
have language and customs which are quite
different from your own.
Although this may be the major reason
for the country’s attraction, it is also important
that these differences are respected.

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Climate
. It is important that you
understand the weather conditions and
patterns of the destination. Your
customer will need to know what the
weather is like so that they know what
they need to take with them and
whether they will cope in these climatic
conditions
Accommodation
As previously mentioned there are a wide range of accommodation
options, ranging from five-star hotels to budget accommodation.
Information that needs to be sought in relation to accommodation
includes, but is not limited to:
Room types
Tariffs
Destinations and services
Room facilities
Location and distance to attractions
Packages
Blocked dates
Seasons and times
Minimum purchase
Booking and stay requirements
Property name and address
Room type and category
Number of nights
Check-in and check-out dates
Check-in and check-out times
Day use or late check-out if applicable
Inclusions e.g. full buffet breakfast, arrival drinks, fruit basket
Extra charges payable direct e.g. rollaway bed
Special requests e.g. cot, double bed
Special promotions e.g. hotel meal credit per room per stay.
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Amenities and services
Amenities and services refer to the provision of basic services for
travellers including:
Toilet blocks
Water
Electricity
Food and beverage including restaurants, cafes, bistros
Medical services
Banks and post offices
General safety facilities including fire, police emergency services
Entertainment
Sporting
Shopping.
Airlines
Airline or combination of airlines
Airport codes
Airline codes
City codes
Flight numbers
Schedules / timetables
Destinations
Routing
Origin and destination
Code share flights
Normal fares
Discounted fares, including infants, children, students, pensioners and
groups
Fares for unaccompanied children
Promotional fares and packages
Taxes
General air travel rules and restrictions of the host country, including
regional requirements, where applicable
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Class of travel
Stopovers
Mileage restrictions allowed

Minimum and maximum stays
Ticketing time limit
Payment conditions.
Car hire
Company, category, type
Pick-up and drop-off depots, the depot addresses and opening/closing
times
Pick-up and drop-off dates and times
Inclusions and exclusions e.g. unlimited kilometres, insurance and taxes
Special requests e.g. baby seat, ski rack, GPS
Notes e.g. a valid international driver’s license is required.
Cruises
Name of the ship and voyage number
Embarkation date, time and port address
Disembarkation date, time and port address
Grade/category and cabin type and number
Passenger dining preference
Pre-booked special requirements e.g. gluten free diet,
wheelchair.
Transfers
Name of company providing the transfer
Local address and local telephone contact number of company providing
the transfer
Type of transfer e.g. private car, seat in coach, airport shuttle
Pick-up date, time and location including address or terminal number
Drop-off date, location e.g. Park Royal Hotel, Singapore
Special instructions in relation to transfer.

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Rail
Name of Pass
Duration and type of pass
e.g. 3 Day Adult or 4 Day Flexi
Validity dates.
Activity 6 Identify destination information for a variety of trips
You are to identify the different pieces of destination information that

you would require if you were to plan one of the following trips:
4 week trip for a family of five persons

(parents aged 50-60 with children aged 17,11 & 5)
to Europe. They want to visit at least 3 countries
and are interested in seeing key attractions and
also age related recreational activities for the
children
3 week cruise around the Caribbean for an elderly couple
1 week budget adventure trip in an ASEAN country for a couple aged 25
Luxury1 week trip to an ASEAN country for a couple aged 60
Business trip for a group of 5 persons to a major ASEAN
city.
They need to book a conference room for 10 persons for 4 days and
then incorporate sightseeing for a day after business has been completed.
For the purpose of this exercise, the clients come from your
own home town.
What are key pieces of What items / format did the

information you would gather? information come in?

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1.4 Research destination information
Introduction
Now that you have identified different types of
destination information that may suit the needs of
clients, it is now time to start the research process.
The aim of the research process is to collect
accurate and relevant destination information to
meet the needs of the client and any requests they
have made.
Steps in researching destination information

This section will explore the different ways in which destination information
may be gathered.
It will focus on:
Identify the research points
Identify types of formal and informal research techniques
Recollection of personal observations
Accessing internal information
Accessing external sources of information
Visits sources of information
Establishing industry networks.
Each of these different channels of information have their own

benefits and is vital in building a solid base of information, that whilst can
meet the needs of current individual requests, can certainly be used in
future enquiries.

The first step is to try to identify exactly where the focus of research
and information collection should be concentrated on.
As seen earlier in this manual, there are a number of ways in which client
needs can be identified. Naturally the use of a quotation planner is the most
advantageous tool in identifying all the needs clients may have.
By identifying the research points, the process of undertaking
research will be able to be performed in a methodical and efficient
manner.

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There is a number of formal and informal research techniques used to
collect destination information, including:
Informal discussions with colleagues and clients

Formal study, including study undertaken on-the-job provided by
employers or vocational training undertaken in personal time and at personal
expense
Reading literature, including brochures, magazines, media articles, trade
journals, guide books and destination material
Attending relevant information sessions and events, including destination
launches, updates, seminars, trade conferences and exhibitions
Visiting destinations, venues, attractions and sites, including
familiarisations
Direct contact with organisations from the targeted destination
Accessing the internet and targeted destination websites
Watching videos, television and films.
Recollection of personal observations and experiences

Naturally one of the best types of information that can be used by a
sales person is that which has been personally collected or experienced. The
first reference point when collecting information for a client is to recollect
personal observations and experiences
This includes:
Previous bookings
Discussions had with previous clients
Familiarisation tours previously conducted
Personal notes
Report and findings
Log books
Records of interviews
Notes of first-hand meetings.

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In the majority of cases, destination
information can be obtained through the
investigation and extraction of data from internal
information systems.
As you can imagine, collecting information
from internal sources is certainly more cost and time
effective than sourcing from external sources.
Therefore it should realistically be the first place to
look when seeking information.
Not only will it be 'on hand', it is often tailored
to the needs of the operation and can identify more
accurately what is happening inside the business
more than information obtained externally.
Types of internal information sources

Internal information may be obtained from a number of different
sources depending on the scope, nature and technological capabilities of the
host enterprise and may include:
Destination information previously collected
Customer feedback information
Automated information systems
Computerised reservation systems
Destinations and services inventories.
Utilising colleagues, supervisors and managers

These people are your first-line sources of destination information.
You should feel free to ask them questions whenever you need to find
information.
Get to know them and actively seek out their opinions, experiences
and views.
They can help you find out what is happening, where the business is
heading, what they think of the industry and its various stakeholders and
what they intend doing personally.
Information may be sought from:
Head Office
Other businesses within the chain
Management
Colleagues
Quite simply requesting information may include:

Asking internal colleagues to provide existing information through:
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Meetings
Discussions
Emails
Training sessions
Requesting colleagues to manipulate existing data in order to generate
new data
Collecting information from a centralised 'share'
Arrange to receive external information

Naturally there will be a number of suitable ways in which to make
contact with organisations, as identified in Section 1.1, when seeking
destination information. Given that most organisations may not be in your
immediate geographical location, personal face to face contact is not
possible.
Methods of contacting businesses include:

Telephoning targeted organisations
Making face-to-face requests of staff that visit their office
Making e-mail requests
Registering to receive information, newsletters and up-dates.
Paying to receive material
Asking organisations to forward information.
Activity 7 Contact sources of destination information
Based on the trip selected in

Activity 6, please identify how you
would sources of destination
information to gather information to
help provide a quotation for the
client.
Type of Method of requesting Information to Format of

organisation information be requested information

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Visit sources of information
At times you may be required to visit sources of information
This opportunity to gather a first-hand understanding of the source, including
key personnel who will be instrumental in sharing information is very
beneficial.
Benefits of visiting sources

It is extremely advantageous to visit sources as they provide a first-hand
opportunity to:
Meet key personnel
Talking with personnel to obtain, clarify, update and identify supplementary
relevant information
Gain an understanding of the operation
Viewing operations and making personal observations
Clarify and explain your request for information
Receive electronic and hard copy files in a manner that is more user friendly
than delivering them through other sources such as emails or courier services
Reviewing additional information available at the source
Get any questions answered
Identify the potential of informational sources that can be utilised at a later
date
Recording interviews and taking photographs or other recorded images.
Visit destination sites as a visitor

Methods to understand different destination sites include, but not limited to:
Experience it as a visitor
Queue for rides, shows or other attractions
Use the facilities as a tourist would
Buy food and drinks
Take the tours, view the exhibits and
engage with what is available – walk the
walks, visit all the attractions, ride all the
rides, participate in activities which are
promoted to visitors, see the sights, feed the animals, play the games
Take notes
Listen to what the staff at the facility say,
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and watch how they work and respond to and engage
with visitors
Visit the site at different times and on different days
Get a comprehensive overview and experience as to:
What is available at different times
How the visitor experience changes with times, days and events

Observe the visitors – to:
Identify what they appear to like or not like so much
What they do and what they say – are there things you can learn from this
observation of ‘paying customers’ to factor into your provision of visitor
information?
Go to every area of the site – you must gain first-hand experience of all the
service, facilities and features.
Identify desired visits

Activity 8
For each of the following points, you are

to identify one (1) company you would
wish to visit to help you to:
Access information for your trip in Activity 6

To gather general information that would help a travel and tourism
establishment.
Access information for your trip in Activity 6
Name of company
Contact Details
Focus of the visit
Activities you would like to undertake as part of the visit
Information you would wish to collect as part of visit

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Establishing industry networks
Developing your own industry network

As a member of the tourism industry, it is vital to build your industry
network. This involves reaching out to all people in all aspects of the industry
and discussing industry happening, trends and current information. The
more people you meet and the more information you accumulate provides you
with a sound understanding of the industry and will help your career
progression.
Networking with industry colleagues

It is very worthwhile to network with industry colleagues when you get the
opportunity to attend destination launches, seminars, educationals and the
like.
You are not only constantly
learning but you are also mixing with
other tourism professionals, many of
them having knowledge, experience
and skills that you do not have.
Activity 9 Creating an industry network
You are to identify four (4) possible contacts whom you would like to invite to
an industry network you would create.
This network can be used for
whatever purpose you decide,
including seeking assistance and
advice or to share ideas.
Desired contact Contact details Purpose of inclusion in an industry network

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Work Projects
It is a requirement of this Unit you complete Work Projects as advised
by your Trainer. You must submit documentation, suitable evidence or other
relevant proof of completion of the project to your Trainer by the agreed date.
1.1 Please complete the following activities relating to this Performance

Criteria:
Activities 1,2

Criteria:
Activity 3

Criteria:
Activities 4,5,6

Criteria:
Activities 7,8,9

Criteria:
Activities 11,12,13
Summary
Generate initial destination knowledge
Identify sources of destination information
Importance of having updated destination information
Sources of destination information:
Airlines
Suppliers and providers of support and ancillary services
Accommodation
Attractions and Theme Parks
Tour Operators
Outbound Tour Wholesaler
Local, regional and national information services
Meetings and Events
Tourism Boards
Industry Authorities
Industry Associations
Items containing destination information.
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Describe criteria for capturing destination information
Importance of having useful and appropriate destination information
Criteria for capturing destination information
Methods to ensure compliance with information collection criteria
Read and review destination information
Interpreting destination information.
Identify client needs relating to destination information that may be

required
Identify client and colleague needs relating to destination information
that is required
Summary of organisational and customer needs
Review organisational needs
Specific sales needs
Assessing destination information needs
Identify clients
Generic client needs
Specific target market needs
Identify types of destination information
Local community information
International destination information
Tours
Attractions
Activities
History
Climate
Accommodation
Amenities and services
Airlines
Car hire
Cruises
Transfers
Rail.
Research destination information

Recollection of personal observations and experiences
Arrange to receive external information
Visit sources of information
Establishing industry networks.
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Element 2: Update destination knowledge
2.1 Register to receive updated destination information
Introduction
In the previous section we have explored the different sources of
destination information and methods to research relevant information.
When sourcing information, whilst direct contact with external providers, as
mentioned in the previous section is an invaluable way to get information
regarding specific destinations and services, quite often you may need to
gather more generic destination information relating to the industry as a
whole, new laws, regulations, businesses or trends.
This information will commonly be obtained through various
publications, produced by leading government or industry leaders and
authorities.
In order to access this information you will need to register to receive
it.
Methods to register for information

Registering for industry information may include:
Registering on-line
Paying a fee
Establishing required password and username, if required
Lodging host enterprise details with destination information source
Establishing the bona fides of the host enterprise
Joining an association or body in order to enable access
Activity 10 Identify publications to register
If you were a travel agent / tourism operator in your country,

what are examples of publications, either in hard copy or online,
that you would register to access valuable industry and destination
information that would suit your organisation.
Name of Format of Reasons for Key features Cost

publication publication registering to
publication

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1.5 Research destination information
2.2 Integrate updated information into existing destination

information
2.3 Initiate new files for new information and/or new destinations
Introduction
Every tourism organisation will have its own method
of filing and storing destination information. It is important
to know where to look for certain pieces of information.
Your office will have a system of filing all information
so that it is easy to retrieve. Check and make sure that you
understand how the information is organised so that you
can source it readily.
It is imperative that all information stored is totally
up to date at all times. You must provide customers with
current information. There should be a system to regularly
cull and replace old brochures, review computer databases
and other forms of information.
It is important that any system that is used:
Contains an index to assist in identifying required information
Is in compliance with internal guidelines and authorities regarding the
entering of data onto systems.
Enterprise requirements and procedures

Once the relevant industry and destination information has been sourced, it
must be stored for future use as deemed most appropriate by the enterprise,
in keeping with any relevant policies and procedures.
Enterprise requirements and procedures will address:
The type, style and nature of the storage and retrieval system to be used
The type, style, nature, size and location of the information display or file
Identification of personnel with responsibility for:
Capturing initial information, brochures, price lists, maps, flyers and
promotional
material from local and other attractions and venues
Updating the information brochures to ensure it remains current
providing up to
date materials, prices, opening times and explanations of shows, events or
displays
Entering new or revised information into an electronic system
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Maintaining the display to keep it looking neat and tidy and to remove
soiled, torn
Maintaining the store of materials to ensure the display never runs out of
brochures and materials
Identification of who is authorised to attend meetings to capture destination
information.
Categorising destination information collected

You will have a large range of destination information which should be
logically filed for easy access and quick service for your customer. These may
be divided between:
Industry, establishment and destination brochures – including those
produced by private companies and public tourist agencies and authorities
Sales and supplier information kits provided by destination providers –
including accommodation outlets, providers and support businesses,
shopping centres and precincts, attractions and event organisers
Destination manuals
Advertising fliers.
These may further be broken down based on:

General information on different locations, destinations and regions
Geographic location of destinations and services at the destinations.
Styles of destination and services available within destinations
Seasonal availability of destination, including low and high seasons, and
weather-related seasonal influences
Destination types, for example cruises, tours, accommodation etc.
General tour information
Information relating to touring routes and locations
Information relating to target market groups
General accommodation information
General transport information.

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Options for storing destination information
Destination information inventory systems may be:
Manual filing systems
Computerised systems
Combination of the above.
Regardless of the system used, it is important to remember that the focus of

capturing and storing destination information is to use it as part of the service
delivery that the organisation provides to clients to help facilitate their travel
needs.

Card reference systems
Many individuals like to keep a file of useful contacts, usually alphabetised
business cards.
These contacts are people in the industry who can provide detailed and
specific information that may not be available via other methods.
Files
These may include information that can be given to customers or may just be
a reference for staff. They usually contain master copies of all brochures that
are available within your workplace. Sometimes notes may be added that are
a useful reference for staff.
Brochures may also be kept that are not on display for customers. Agencies
usually have ‘preferred destinations’ that they try to promote and sell.
Sometimes it is helpful to have other references and options in case the
customer specifically requests a destination not offered by your preferred
supplier.
These files may also include information such as maps, sales kits and
destination manuals.
Creating a Resource File
Imagine that you are a travel agent working in an agency which sells a lot of
holidays.
You may need to keep records of general information about various
destinations as well as tourism specific information.
This will vary depending on your workplace. The challenge with storing
information is to know what is worth keeping and how to file it. Some of the
problems associated with creating a resource file include:
Not easily accessible
Out of date material not removed
More than one source of the same information
Information too detailed or irrelevant.

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Public area displays
Some form of manual filing
system coupled with a public area
display featuring racks and
displays of brochures etc. from
various tourism businesses will
usually suffice and is cost effective
and operationally effective.
The glossy brochures can be kept in the public display whilst more detailed
and less frequently requested information can be kept in the file.
You may have destination brochures displayed in the office for the public to
access including a range of cruises and packaged tours, usually divided
between domestic and international. In most tourism organisations there will
be a range of individual local tour and accommodation operator brochures
and general information brochures on the region and other regions.
Back of house storage areas

In the back room of the office there will be storage space for other destination
brochures which you may use if your preferred destination is not available or
does not offer what the customer wants.
A large range of timetables, insurance policies and other general tourism
destination information must also be on hand and it is imperative that you
are aware of where this information is held.
Filing cabinets
Whilst the nature of the filing system to be used to store the information will
be an individual choice, the use of cabinet drawers is a great option.
If you decide to use this option, make sure that whoever is to use this
information can access these drawers readily and knows where things are in
the file. There’s little point in the information being locked up where staff are
unable to get to it or in having the information but being unable to locate
where it is.
Personal information manual

You may choose or be required to
compile your own personal information
manual. You may have extracted a newspaper
article or taken notes from a sales
representative or local tour operator about
information pertinent to your organization.
These also have to be filed logically and it is
important to date all information to establish
whether it is current and filed under the
correct section.

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Contact details of tourism businesses
If you are unable to obtain the information your customer requires from the
sources within the office or simply need guidance on where to start, that’s
when you refer to appropriate websites or phone the appropriate wholesaler
or principal’s reservation or sales department directly for assistance. You will
soon gain an understanding of which wholesalers or principals represent or
package
Activity 11
Identify categories for destination information
You are to identify 6 – 10 possible categories of destination information you

would set up for a travel and tourism organisation in your country.
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_______________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
________________________________________________________________________
_

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Activity 12
Identify strategy for maintaining manual destination

information inventory systems
You are required to identify four strategies for maintaining manual

destination information inventory systems.
1. _____________________________________________________________________
_____________________________________________________________________
2. _____________________________________________________________________
_____________________________________________________________________
3. _____________________________________________________________________
_____________________________________________________________________
4. _____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________________
The travel marketplace is a global arena
where millions of buyers and sellers work
together to exchange travel services.
Among the “shelves” on which buyers
search for travel services are world’s global
distribution systems.
These systems have become electronic
supermarkets linking buyers to sellers and
allowing reservations to be made quickly and
easily.
Nowadays, more travel is sold over the
Internet than any other consumer
destination.
A Global Distribution System (GDS) is a network operated by a company that
enables automated transactions between third parties and booking agents in
order to provide travel-related services to the end consumers. A GDS can link
services, rates and bookings consolidating destinations and services across
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all three travel sectors: i.e., airline reservations, hotel reservations, car
rentals, and activities.
The major GDS systems include:
Travelport (Galileo, & Apollo)
Travelport (Worldspan)
Amadeus
Sabre.
Activity 13 Research a GDS system
You are required to research one of the above mentioned GDS systems and
explain: Purpose of this GDS
Destinations and service provided
Benefits for travel agents
Benefits for tourism suppliers
Benefits for customers
Integrating and initiate destination information

Whilst there may be vast amounts of destination information that may be of
benefit, it is time to identify:
Which pieces of information do not need to be communicated or not relevant
Which pieces or information are essential
Key points that need to be communicated
The order of priority for communicating
information
How to structure the information in a way that
addresses original objectives or will be understood
by the persons whom will need
this information.
It is vital that the information that is needed by stakeholders, colleagues or

clients is 'tailored' to their needs.
Tasks associated with integrating information into existing destination
information include:
Deleting dated information
Deleting information files and folders no longer required
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Implementing version control procedures
Up-dating relevant control index to reflect revised information files and
folders
Adding data to identify date of last update
Up-dating relevant control index to reflect new information files and folders
Informing colleagues of the presence of new information.
Identify destination information

Once you have integrated relevant destination, it is important to 'identify' and
'mark' the information so that is can be easily found for future use.
Methods to identify relevant information include:
Book marking websites
Recording sources in a project-specific index.
Copy and pasting key points into separate files
Highlighting key information
Filing documents in a logical order.
Work Projects
It is a requirement of this Unit you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant
proof of completion of the project to your Trainer by the agreed date.

Criteria:
Activity 10

Criteria:
Activities 11,12,13

Criteria:
Activities 11,12,13

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Summary
Update destination knowledge
Register to receive updated destination information
Methods to register for information.
Capture and record and classify destination and general product

information
Integrate updated information into existing destination information
Initiate new files for new information and/or new destinations
Enterprise requirements and procedures
Categorising destination information collected
Options for storing destination information
Integrating and initiate destination information
Element 3: Communicate destination knowledge

3.2 Share destination information
Introduction
Given that your role is to collect and
share destination information, it is essential
that any information that you have collected,
as previously discussed, is shared with the
people who may require that information.
This includes sharing updated destination information with:

Colleagues
Potential customers.
This section will explore the importance and methods to share destination
information with these two important stakeholders.
Share updated information with colleagues

The basic ways to share new or revised destination information with fellow
employees are to:
Verbally tell your colleagues about what you have learned:
On a one to one basis
At staff briefings
At staff meetings
E-mail co-workers with the information you have discovered attaching
relevant information as applicable

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Update the internal systems such as CRS
Replace and replenish internal displays information points with new or
revised materials
Arrange for a guest speaker from the venue or attraction to come and talk
to staff - explaining the venue or attractions, providing sample items, bringing
promotional materials
Arrange for staff to visit the venue personally so they can gain first-hand
experience of the venue.
Share updated information with potential customers

When presenting information to clients, the level of preparation may vary from
simply passing over a brochure, providing some verbal information through
to preparing a detailed quotation.
Presentation considerations
One of the first steps in this process is to identify
the best method in which to get the information to
the customer.
Given that a travel company now can reach
customers in all corners of the globe, through
electronic communication and social media, in many
cases the traditional method of face to face meetings
may not be possible.
Whilst face to face contact is still the most preferred method, there are many
submission methods that can be used to suit the needs of both the customer
and travel agent.
There are a number of considerations that must be taken into account when
selecting the most appropriate submission method.
Some considerations include:
Location of the customer – naturally if the customer is not located in your
area, the concept of face to face discussion is not possible
Number of persons to receive quotation –
when preparing information for business
purposes or for a number of travellers,
the information may need to be sent to
many persons in different locations
Reliability of submission methods – depending on the region, some
submission methods, such as mail, may be unreliable and quite simply take
too long to get to the customer

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Types of documentation required – if the quotation also contains reference
materials such as brochures from destination and service providers, mailing
of documents
may be the most preferred method
Time frames required – in the event of immediate travel, electronic
communication will be the most desirable submission method as it is
instantaneous
Costs – naturally there is great cost associated in mailing proposals on a
regular basis. Depending on the organisational requirements, initial
quotations may be sent electronically, as it is the most cost effective method
of submission.
Destination information submission methods

Destination information can be provided to customers in one of the following
ways:
Verbal explanation
Provide hard copy materials
Provide electronic materials.
Verbal explanation
Whilst you as the travel agent may have spent considerable time researching
and developing a quotation for a customer, it is important to remember that
the customer may have only seen an initial quotation.
Also it is important to remember that customers do not have the same degree
and depth of knowledge in the travel industry and the processes involved in
making bookings, and that they will need explanation from yourself to help
their understanding.
Benefits of providing a verbal explanation
Explain in more detail the key pieces of information in them
Answer any questions customers may have
Provide suggestions and recommendations
Outline the processes associated with confirming and organising travel
arrangements
Guide them through the sales process.
Providing hard copy materials

Another effective method of providing destination information is through the
distribution of hard copy materials. This method may be used as an individual
activity or in conjunction with other information delivery methods.
Benefits of providing hard copy materials

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There are a number of benefits of distributing hard copy destination
information to potential audiences including:
Utilises an additional learning method – as opposed to listening to a
presentation
Provides comprehensive information
Provides appealing images
Provides information in its intended message
Enables the audience to review information at their own time and at their
own pace
Enables information to be reviewed on multiple purposes
Enables the audience to show other people information as well
Enables audience to become familiar with content before subsequent verbal
presentations and meetings.
Types of hard copy materials

There are endless hard copy materials that can be provided including:
Reports
Brochures
Quotations
Invitations
Travel itineraries
Handouts
Fact sheets
Notes
Photocopies from policy manuals
Texts
Media articles
Photographs
Posters
Flyers
Marketing materials
Financial statements.

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Providing electronic materials
Sending electronic materials is the most common
way of sending information to various stakeholders
and customers.
Benefits of distributing electronic materials

There are a number of benefits of distributing
electronic destination information to potential
audiences including:
Information can be shared instantaneously
It guarantees the intended audience receives
the information, unlike mail which may go missing
It enables the sender to see who has received and read the information
Information can be sent to numerous people
Information can be sent securely enabling information to remain
confidential
It can be distributed to people around the world, regardless of location
It is a cost effective method of distributing information
It reduces storage space required for hard copy documents
It can be stored in shared 'cloud' systems for access by many people
Information stored in electronic systems can be updated easily.
Activity 14 Identify advantages and disadvantages of

destination information submission methods
For each destination information submission method you are

identify two advantages and disadvantages of this method.
Submission method Advantages Disadvantages

Verbal explanation
Provide hard copy materials
Provide electronic

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3.3 Advise clients in relation to information about specific destinations
Introduction
It is a fundamental requirement that staff
provide accurate destination information, which not
only will meet the needs of clients but hopefully will
lead to increased sales.
This section will look at the different
considerations that must be addressed when
providing clients with information relating to
different destinations and other travel arrangements
as required.
Customer service basics when presenting destination information

When presenting destination information customer service essentials include
the need to:
Have comprehensive destination knowledge
Remember to consider customer needs, wants and preferences and suggest
only those destinations and services that meet these identified criteria
Ask questions – to gather information from the customer to identify if the
quotation meets their needs, wants and preferences and to clarify related
issues
Be proactive – that is, you need to be able to initiate interaction with
customers rather than wait for them to come to you and ask a question or
make a purchase
Provide information, recommendations, advice and
suggestions that aligns with identified customer need
Sell the benefits of destinations and services – as opposed to simply stating
the features of the destinations and services
Overcome objections by customers to making a purchase – by identifying
the root cause for the objection and then applying acceptable problem-solving
techniques
Allow customers time and opportunity to consider their purchase – as
opposed to rushing them, pressuring them or intimidating them into buying
Make legitimate all add-on/complementary sales – to optimise the value of
the sale and providing what the customer wants without pressuring the
customer
Close the sale – as opposed to allowing the customer to continually ‘think
about it’ and eventually decide not to purchase.

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It is important to remind yourself of them as the role of providing
quotations in person is just more than passing over a piece of paper.
Process of explaining destination information

When communicating destination information it is vital that the client
understands what is being introduced and explained to them.
The process of explaining and expanding on quotation information has some
vital elements that must be covered, including:
These concept aspects can therefore include:
Details about physical destinations –
where they are made, their characteristics,
their price and availability, how to buy those
destinations
Information about the services that are available – including who provides
the service, when it is available, how much it costs, what it involves, what it
is like and how to book it
Information on prices, specials, deals and packages – being able to explain
how these benefit the customer, what savings they involve, when they are
available, when the offer finishes, who is eligible for them and how to obtain
them
Providing personal interpretation and explanation of the quotation
Providing supplementary information as required
Explaining the reasons for charges and fees included in the quotation
Assisting the client to understand the reputation and expertise of
nominated suppliers, providers and carriers
Providing supporting brochures and marketing materials to assist with
understanding of the quotation.
Types of destination information to communicate

General information
Date of quotation and reference number (if applicable)
Clients name
Phone contacts
Email address
Address
Dates of travel

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Length of travel and class of travel.
Travel destinations and services

Flights
Airline details
Destinations and routings
Class of travel
Departure and return dates – remember to include the year
Fare validity – for sale and for travel dates
Air fare per person
Taxes per person (always state that these are subject to change).
Accommodation
Name of accommodation and location
Room type and bedding configurations
Total number of nights
Any extras or inclusions such as meals, transfers etc.
Cost per person per night and total amount for the stay.
Cruises
Name of the cruise line or company
Name of the ship
Name of cruise, including code
Number of days or nights
Departure and return date, time and location
Cabin type and deck location.
Tours
Tour company name
Tour name, code and duration
Departure date, time and location/city
Arrival date, time and location/city
Rooming details – single, twin, triple
Inclusions.

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Other travel destinations and services
Company used
Inclusions / exclusions
Costs.
Transfers
Date, time and location of transfers
Type of transfer – seat in coach, private transfers, limousine etc.
Car hire/Rentals
Name of company they are using – Avis, Budget, Hertz etc.
Vehicle group or type – compact, midsize, group C etc.
Transmission – manual or automatic
Pick up and drop off dates, times and location
Rate – if paying direct
Rental Inclusions – mileage, additional drivers, insurances, taxes
Any additional local payments for additional services e.g. GPS.
Destination information
Attractions
Activities
History
Language
Population
Climate.
Destination information was discussed in more detail in Section 1.1

of this manual and therefore won't be repeated in this section
Specialist destination information

Seasonality
Several destinations and services, in particular airfares and accommodation
establishments, may be subject to price variances based on seasonality.
Simply, this means that the date of the destination or service utilisation
determines the price. Examples are:
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Airfares – the date of departure often dictates the fare to be charged
Hotels – surcharges may apply for weekends
School holiday periods – demand is high and therefore higher rates
usually apply.
Normally the calendar year is divided into various date ranges and labelled
and priced accordingly. Some examples:
High season – most expensive
Should season – in between
Low season – least expensive
Seasonality is not limited to these three categories.
Availability & confirmation

All quotes should be provided subject to availability. Never assume that
destination products or service will be available.
Make sure that the customer understands that notification to you that they
wish to accept the quotation and proceed with a booking, does not
constitute a confirmed booking. The booking is only confirmed once you
have made contact with the service provider and you have received
confirmation in writing. Only then are you in a position to provide a verbal,
or preferably, a written confirmation to your passenger.
The confirmation should, minimally, detail:

What has been booked and confirmed
Who it has been booked for (the full name)
The terms and conditions
Deposit and payment amounts (dates due)
Acceptable forms of payment
Credit card merchant fees.
Costing considerations
There a number of factors influencing variations in costs of travel
destination products and services, including:
Seasonality – high, shoulder, low or peak, off peak or combinations
Validity dates – what prices apply to what dates
Date of booking
Date of travel

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Surcharges – weekend stays, extra bedding
Restrictions – age, student, senior, nationality, validity of driver licence
Standard – Luxury, moderate, standard, basic, budget, backpackers
Inclusions/exclusions – meals, sightseeing, entrance
fees, tour escort
Bedding – single, twin share, triple, quad, multi, dormitory
Child and infant costs – when is a child a child and when is an infant an
infant
Currency used and conversion rates
Payments – early bird payments,
instance purchase tickets
Conditions of sale – book by for travel by
Packages versus single items sold
Stay Pay – stay 4 nights and pay for 3 nights
Last minute deals and spot specials – used to fill remaining seats, rooms
or cabins.
Additional travel costs

Apart from the detail of the actual destination products and services and the
applicable prices, there are other costs that must also be explained to
customers including:
Mandatory organisation service,
transaction or planning fee etc.
Insurance – see below
Visa – are they required and
how much will they cost?
Airport taxes
Merchant fees – most credit cards incur these fees which are between 1 –
4%
Any taxes and levies which are payable direct and which are not included
in the quotation
Extra charges such as hire of GPS, baby seat, child booster, snow chains,
roof rack, rollway bed, baby cot charge etc.
Exchange rate fluctuation – if applicable.
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Destination price increases
Regardless of the price of the destination at the time of purchase, there is
always a risk that due to particular circumstances that the price may
increase even after the booking has been deposited or rarely, after it has
been fully paid.
The most common reason for this is the devaluing of local currency
against other foreign currencies. The best protection against these types of
increases is to pay in full. Most wholesalers/suppliers will NOT increase the
price of a particular destination if they have received full and final payment
for the applicable arrangements.
Often where an increase is about to be applied, passengers who have

booked and paid a deposit, will be given a time limit by which they need to
pay in full to avoid the increase. This however may not always be the case.
Increases to airline bookings do not apply once the air ticket has been issued and provided
that once issued, there are no changes. However until that time, airline bookings are
particularly vulnerable to price increases due to:
Expiration of the airfare
Interpretation of airfare rules by the consultant
Missed ticket deadline
Change in taxes and levies
Fuel surcharges.
It is important therefore that passengers are made aware that:

Taxes and levies can and do vary and are only firm once the ticket is
issued
Until the air ticket is issued, the price may change
Changes to the bookings may change the price
Cancellations and amendments, after ticket, issue will incur fees.
Fluctuations in exchange rates

There are some destinations that, while quoted in
local currency or United States Dollars (USD) to the
Travel Agent and subsequently to the customer, are
in fact bought and sold in a foreign currency. This
necessitates the conversion of the foreign currency
amounts into local currency. The rate used for the
conversion can and does vary as the value of the local
currency will vary against other currencies on a daily
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basis. Where you have received and are providing
such a quote to customers, it is vital that this is
explained in full.
Further, notice of currency variations resulting in a higher or

sometimes lower price must be given in writing. An example of what you may
see on a quote from a supplier or operator:
Due to the current economic climate, all prices quoted are subject to currency
fluctuations until paid IN FULL.
Prices quoted more than 7 days prior to final payment will be re-
assessed at the rate of exchange on the day of payment. This will
mean that an increase or a reduction in price may occur at the time
of final payment. Once final payment is received the holiday price
will no longer be subject to currency fluctuations in either direction.
Deposit, payment and cancellation terms and conditions

General terms and conditions
Whilst there may be an endless set of terms and conditions that may
be established, to suit the needs of the respective suppliers and providers,
taking into account organisational requirements and the nature of their
services, there are common terms and conditions that relate to most travel
related quotations.
General terms and conditions include:
Terms and methods of payment, including dates for payment of deposits
and final payment
Notifications regarding final confirmation of the booking and, where
relevant, numbers
Cancellations and penalties and charges that apply
Procedures and charges that apply to name and date changes for the
booking
Guarantees and warranties that apply to the destinations and services
covered by the quotation
Age limits
Health and fitness requirements
Exclusion and limitation of liability clauses
Identification of the period for which the quotation is valid
Whether or not the quotation is subject to change with or without notice

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Reference to associated terms and conditions as imposed by third party
providers
General industry rules, regulations and codes.
Travel Agent Terms and Conditions

Each destination or service included in the quotation will have a set of general
conditions which will be provided to you by the wholesaler or operator that
you are utilising.
They will commonly include terms and conditions relating to:
Deposit and how to book
Payment Options
Amendments
Final Payment
Cancellations and refunds.
Destination or service provider terms and conditions

Individual destination or service providers will often have a set of terms and
conditions relating to their particular destination or service.
These will cover, among other items:
Pricing policy
Payment conditions
Inclusions
Exclusions
Any restrictions or limitations.
As can be seen in this section there are many terms and conditions provided
by various organisations involved in the travel booking process.
Naturally the extent and finer details or terms and conditions may seem
overwhelming or not anticipated by the end user. Therefore the role of travel
agents in ensuring customers understand them is a vital aspect of providing
quotations.
Travel insurance
Travel insurance should always be recommended to passengers to protect
against a range of situations, most commonly:
Cancellation fees
Medical or dental expenses
Personal liability
Accidental death, disability or loss of income

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Emergency travel arrangements e.g. repartition
Loss or damage to personal items – luggage, camera,
travel documents.
The premium charged will depend on the type of policy required and this
depends on many factors, some of which follow:
Destination and duration
Purpose of the trip
Level of cover required
Age of the passenger
Excess selected
Existing medical conditions.
Travel to some countries e.g. United States of America will attract higher
premiums due to the high level of cover required for medical expenses.
Similarly, passengers over a certain age or who require cover for
existing medical conditions will be subject to a surcharge.
Application for this type of cover requires the completion and
submission of forms to the insurance company for evaluation.
Limitations
Particular destinations may have stated or self-evident limitations. Awareness
in relation to these particular destinations, your client’s needs and potential
limitations is always a consideration when making recommendations.
Typically these relate to age, fitness or disability. Some examples:
Contiki Tours - only passengers aged 18-35 years old
Evergreen Tours - primarily mature aged and seniors
Peregrine’s trekking in the Himalayas - stated fitness levels
Car hire - age and license requirements
Flights - mobility/companion requirements
Unaccompanied minors - children travelling alone
Accommodation - age of children permitted in room
without an adult
Scuba diving - certification requirements.

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Safety and risk – adventure destinations
A number of destinations
and services in the market place
have some kind of inherent risk.
The most common of these are
adventure and soft adventure
tours or tours to remote
destinations.
Most of these Tour Operators will cover this issue in their booking conditions
under an ‘assumption of risk’ type clause. It is important therefore that you
routinely provide all passengers with a copy of the terms and conditions and
that they confirm that they have read and understood them.
Non operation of the destination – tour cancellation

Whenever you book a scheduled
departure of a tour there is always the
risk that if the minimum numbers for
that particular tour departure is not
achieved, that the tour operator may
elect to cancel the tour.
Usually, the operator will give sufficient
notice of the cancellation and offer
alternatives. Never the less, this can cause
significant inconvenience, some stress and
extra work for the travel consultant if the
itinerary has to be reworked.
In addition, cancellation or amendment fees may be incurred for
other destinations and services which as a consequence need to be
changed, amended or even cancelled.

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Activity 15 Identify and share destination information
Based on the trip you have selected in Activity 6, you are required to prepare
collect and present destination information that you would present to a client.
You will have 10 minutes to make the presentation.
Please delete sections that do not apply to your client needs.

Client requirements / needs:
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
Summary description of trip:
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
Key aspects / inclusions of trip:
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________

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QUOTATION COMPONENT INFORMATION / DETAILS
GENERAL INFORMATION
Date of quotation and reference number (if applicable)
Clients name
Phone contacts
Email address
Address
Dates of travel
Length of travel and class of travel
TRAVEL DESTINATIONS AND SERVICES
Flights
Airline details
Destinations and routings
Class of travel
Departure and return dates – remember to include the year
Fare validity – for sale and for travel dates
Air fare per person
Taxes per person (always state
Accommodation
Name of accommodation and location
Room type and bedding configurations
Total number of nights
Any extras or inclusions such as meals, transfers etc.
Cost per person per night and total amount for the stay
Cruises
Name of the cruise line or company
Name of the ship
Name of cruise, including code
Number of days or nights
Departure date, time and location
Return date, arrival time and location
Cabin type and deck location

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Tours
Tour company name
Tour name, code and duration
Departure date, time and location/city
Arrival date, time and location/city
Rooming details – single, twin, triple
Inclusions
Other travel destinations and services
Company used
Inclusions / exclusions
Costs
Transfers
Date
Type of transfer – seat in coach
Car hire / Rentals
Name of company they are using – Avis, Budget, Hertz etc.
Vehicle group or type – compact, midsize, group C etc.
Transmission – manual or automatic
Pick up and drop off dates, times and location
Rate – if paying direct
Rental Inclusions – mileage, additional drivers, insurances, taxes
Any additional local payments for additional services e.g. GPS
DESTINATION INFORMATION
Attractions
Activities
History
Language
DESTINATION INFORMATION
Population
Climate
SPECIFIC DETAILS
Seasonality
Availability
Costing considerations
Terms and conditions
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Terms and conditions
Destination codes
Booking procedures
Points of departure and arrival
Touring inclusions and exclusions

Technical specifications for audio-visual and other meetings and events
equipment
Travel insurance
Visa / permits
Health permits
Limitations
Safety and risk – adventure destinations
Non operation of the destination –Tour Cancellation

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Activity 16 Identify and share tourism destination information
You are to identify a tourism destination of your choice, outside of your

country.
You are required to conduct research and make a 5 minute presentation to

the class providing a summary of the destination and how it would appeal to
tourists.
The content of your research and presentation is your choice however may be
based on:
Attractions
Activities
History
Language
Population
Climate.

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3.4 Present hard copy information to clients
Introduction
There are a number of types of travel documentation that will be used,
either by the organisation or given to customers, as part of providing
Travel documentation will relate to:
Non-air documentation
Air documentation.
Non-air documentation may include:
Accommodation vouchers
Bus/coach or other forms of transportation tickets
Car hire/motor home vouchers
Cruise vouchers
Tour vouchers
Vouchers for attractions/theme park entry
Vouchers for any tourism destination or service
Meeting or event confirmation letters
Delegate information packs
Travel insurance documentation
Confirmation vouchers
Visa forms
Visas
Passport forms
Travellers cheque requests
Passenger itineraries
Operational itineraries for crews including tourist guides, drivers and tour
managers
Briefing notes for crews
Passenger lists
Rooming lists
Pro-formas

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Sales returns.
Air documentation
Air documentation may include:
Tickets
Miscellaneous charge orders
Credit card charge forms
Exchange tickets
Reservation alterations and re-validation stickers
Pre-paid ticket advices.

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Activity 17 Identify travel documents
Based on the trip selected in Activity 6, identify the types of travel

documentation you would need to prepare or present to the client.
NON AIR DOCUMENTATION

Type of documentation Key points to communicate with
clients
AIR DOCUMENTATION
Type of documentation Key points to communicate with
clients

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Work Projects


Criteria:
Activities 4,5,6

Criteria:
Activity 14

Criteria:
Activities 15,16

Criteria:
Activity 17
Summary
Communicate destination knowledge

Share destination information
Share updated information with colleagues
Share updated information with potential customers
Presentation considerations
Destination information submission methods:
Verbal explanation
Providing hard copy materials
Providing electronic materials.
Advise clients in relation to information about specific destinations

Customer service basics when presenting destination information
Process of explaining destination information
Types of destination information to communicate:
General information
Travel destinations and services
Specialist destination information.
Present hard copy information to clients

Air documentation.
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Element 4: Review provision of destination knowledge
4.1 Evaluate sources of destination information
Introduction
In any travel and tourism business it is
vital to confirm that the sources of information
are reliable and that the actual destination
information from each of these sources is
accurate and up to date.
Not only is it important that the
information itself is accurate, but the end
products and services provided are reputable
organisations. You do not want to be
promoting organisations that are sub-
standard.
This section will explore the different ways in which to monitor and evaluate
both the sources and the information provided by different sources.
Given that some of these points may have been covered in Section 1.4 of this
manual, to avoid duplication, some topics may not be covered in this section.
Importance of evaluating sources of information

It is vital to ensure all materials in the organisation:
Promote legitimate destinations, suppliers, products and services
Ensure the information provided is a true reflection of what is being
promoted
Ensure customers are not given, or do not take, materials which relate to
offers or products which are no longer available
Make sure only information is publicly available which shows the current
prices
Help you refer only to current information – in terms of:
Offers, deals and packages
Prices
Schedules
Destinations
Travel advice
Continue demonstrating your level of professionalism and attention to
detail – if you cannot keep your information sources up-to-date this impacts
poorly on the thinking of potential customer

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Strategies for evaluating sources of information
Seeking feedback from colleagues

Countless opportunities for evaluating sources
and accuracy of destination information present
themselves when talking to colleagues.
Given that they deal with similar or different
customers, destinations, suppliers or end products
or services, the information that can be gathered can
help ensure that you are not only promoting the right
businesses, but can also ensure that information
provided is accurate and from a variety of trusted
sources.
This gives you an excellent chance to get a second impression about what a
destination has to offer. We can often see things through parochial eyes that
tend to see benefits and advantages that others don’t see. Seeing things
through someone else’s eyes can provide a valuable reality check.
In addition colleagues may belong to a certain club, association or body and
can bring to work current information that may include changes to practices,
alterations to services and amendments to hours or other aspects.
Other colleagues will be able to provide insight into:
Their dealings with sources of information
Their views of end products and sources
Additional information about a destination which you may be unaware
Their personal experiences
Feedback they have obtained from their customers.
Seeking feedback from clients on their return from destinations

Naturally the best way to understand how
destination promotional materials compare with the
actually experience provided is through feedback
sought by clients who have actually visited the
destination.
This is the best evaluation method that can be used by a travel company.
In addition, their feedback can be a great promotional tool, given their
experience was a positive one, to future clients.
It is essential that:
Customer feedback is actively sought and encouraged – never simply rely
on feedback that ‘arrives’. It will be insufficient and possibly biased
Customer feedback is incorporated into the future direction of the business.

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Feedback from customers can be obtained in several ways but in relation to
capturing information from customers about their experience with us, the
commonly used approaches are:
Personal observation – watching customers, reading their body language
and listening for comments they make about their experience
Talking to customers – and asking targeted questions to identify things such
as:
What they liked and didn’t like
about a destination
How the promotional message
compared with the actual experience
Feedback about detailed aspects
of a destination
Verification of information
What they would like to see us
offer in addition to what we already provide
What we could stop offering
How we could improve what we currently offer to make it even better for
future clients
The level of satisfaction with us and the destination
Suggested activities etc. that future clients may enjoy
Asking customers to complete a written survey – that seeks information on
issues of interest to the business
Asking customers to complete a formal questionnaire
Encouraging customer to give feedback and making it easy for customers
to give feedback by, for example, encouraging online feedback, giving out
‘Customer Suggestion’ cards
Conducting focus group sessions – where a representative cross-section of
customers is brought together for an hour or so to discuss nominated service-
and business-related topics.

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Activity 18 Research and collect customer feedback forms
You are required to conduct internet research and identify two

examples of templates of customer feedback forms that are provided
to clients after they have returned from a travel experience.

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Comparing information from different sources regarding the same
destination
In order to validate the information provided by sources, it is often important
to compare information about specific destinations, suppliers and products
and services, through different sources.
For example you may wish to compare offerings about a specific destination,
supplier or product and service via:
Their brochures
Online websites
Supplier websites
Direct contact.
This will help identify the consistency and accuracy of the message provided
to customers.
Relating destination information to personal experience and knowledge

Naturally, any personal experiences that you have had at a destination will
be the most beneficial tool in validating a destination against information
provided through different sources.
Assessing source against criteria for capturing destination information

Each organisation may have established criteria in which they capture
These criteria, or checklists, are a sound basis for conducting an evaluation
of an information source, or of an end product or service.
These criteria may include, but not limited to:
Reliability of information and end suppliers and their products
Ease of access
Accuracy in comparison with
other sources for identical
destinations, products or services
Accuracy of content compared
with actual experiences
Level of customer satisfaction.

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Researching comments on websites
There are many travel
websites where customers, most
of which have not booked services
through your organisation, are
provided with the opportunity to
provide online feedback about
their experiences and to upload
realistic photos.
This feedback is very valuable in understanding the reality of a

destination.
Trip Advisor, an American travel website company, provides useful
reviews of travel-related content. It also includes interactive travel
forums which can also be beneficial tools for travel staff to
accurately gauge the popularity and services provided by different
tourism product and service providers.
Relevant websites providing comprehensive customer and professional

reviews of different tourism destinations, supplies, products and services
include, but certainly not limited to:
www.tripadvisor.com
www.oyster.com
www.virtualtourist.com
www.fodors.com
www.raveable.com

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Activity 19 Research travel review websites
You are required to look at two different travel review websites and identify:
Key features of the website
The benefits of the website for customers and travel staff
Possible downfalls of the website.
Website: ___________________________________
Key features of the website

The benefits of the website for
customers and travel staff
Possible downfalls of the website

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Ensure accurate and updated destination information
Not only is it important to ensure you are using reliable and accurate
sources of information and end destination suppliers themselves, but the
information gathered from them is accurate and up to date.
It is crucial to be aware the information for sites and locations never stays the
same. It is always subject to change.
Given that the core of your role is to provide information to visitors it is
essential that the information provided is current and accurate.
We will explore some methods that can be used to ensure the information
provided to visitors is not only reliable and valuable, but is relevant to their
needs.
A key aspect of providing current and accurate visitor information is
the need for you to be proactive in not only obtaining it, but updating it on a
regular basis.
All staff should be alert to the opportunities to update their destination
knowledge.
These opportunities include:
Observing expiry dates of information

This many include:
Diarising dates when brochures
etc. become out-of-date – so you
are prompted to replace or remove them
Read the information on each item –
‘Offer valid till XX/XX/20XX’; ‘only available
until the end of October, 20XX’, ‘July – September 20XX’.
Looking up updates
Look up the details on the supporting or relevant database – which may be
the intranet, the CRS, with the supplier
Ensuring fares quoted in brochures are consistent with organisational
travel fare policies
Obtaining current status reports which are used to advise clients – such as
those relating to:
Weather
Currency exchange rates
Tourist alerts
Reviewing organisation’s travel fare policies – to identify changes and
determine how these impact the provision of travel information and advice to
customers.
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Read briefings of new information
These may be relating to:
New sources of information
New suppliers
New review websites
New or changed fares
New packages and deals
New or different destinations
New or different services
Altered schedules and connections
New or different policies and procedures
New or different terms and conditions.
Monitoring relevant industry trends and issues

In addition to ensuring your destination knowledge inventory is accurate and
up to date, it is also important to keep up to date with industry issues and
trends.
This is important as it means that you can offer new airlines, flight routes ,
attractions, hotels, destinations or experiences that become popular as they
arise.
In addition, when problems occur in different countries for an endless number

of reasons that may affect a travel experience, such as new visa requirements,
new flight schedules, political unrest or unwelcomed weather patterns,
customers can receive accurate information.
You should seek to identify and monitor a range of a wide range of issues such
as:
Changing and emerging trends
Initiatives relating to advertising,
marketing and promotion
Market research information –
which identifies the needs, wants
and preferences of customers
Trends and selling prices of the destinations and services being offered by
both your business and elsewhere throughout the industry
Activities the opposition is undertaking to attract
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Participating in local familiarisation tours
These are a brilliant way to find out about what destinations have to
offer to visitors.
It is surprising how long a person can live in

an area, and never go to the tourist attractions.
If you’ve never been to a destination you are
promoting or discussing:
How can you entice others?
How can you sell the excitement, the
ambience, the feeling?
Where’s your credibility?
Options for finding out about destinations include visiting these places
yourself, or going as part of an organised tour. If you talk to the tour operator
and tell them where you work and why you want to go, there is a very good
chance you will be able to go free-of-charge because they will see the benefit
of contributing towards an industry person who will be a potential source of
business.
Another option is that you can organise a ‘familiarisation tour’ for all
the staff at your workplace and visit destinations as tourists. This will then
enable you to talk with authority and credibility to any and all customers
about the places you have visited.
This will take a bit of time and effort to organise but it will reap mutual
rewards and definitely shows people you are being proactive in your approach
to local tourism.
Observing media
This can include:
Television
Internet
Videos and films
Radio
Printed materials.
Because you can’t be everywhere at once, the media is a useful source

of information about destinations
Be prepared to factor in anything you learn to your existing file of knowledge.
Where an item appears and you aren’t sure about it, take the time to follow
up with the appropriate person and then update your file accordingly.

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Getting on mailing lists
Whenever you identify a source of local visitor information you
certainly need to obtain whatever information is available, but you
should also register to be sent further updates as they occur.

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Activity 20 Keeping up to date with industry trends and
issues
You are required to identify five media sources that can be used to
keep up to date with tourism trends and issues.
1. _____________________________________________________________________
_____________________________________________________________________
2. _____________________________________________________________________
_____________________________________________________________________
3. _____________________________________________________________________
_____________________________________________________________________
4. _____________________________________________________________________
_____________________________________________________________________
5. _____________________________________________________________________
_____________________________________________________________________
_________________________________________________________________
____

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4.2 Evaluate methods of provision of destination information
4.3 Evaluate effectiveness of destination information provision
Introduction
In the previous section we looked at the
reliability and accuracy of collecting destination
information. Whilst this is vital, it is only one half of
the information process.
In Section 3.2 we explored the different ways
in which to share information with customers.
It is also important to evaluate the methods
that you use to provide information to clients.
Review methods of providing destination information

At times, it is important the review if the methods used to share information
are the most appropriate to:
Pass on destination information
Ensures sufficient amount of information to make an informed decisions
In a method or format that is user friendly to them
Is understandable
Encourages clients to make a purchase.
Methods used to evaluate methods and effectiveness of provisions

In the previous section we looked at a number of review methods, some of
which will also apply to this section. That said, specific methods used to
evaluate how we provide destination information to clients includes, but not
limited to:
Seeking feedback from clients on:
The utility of current methods
Satisfaction with information provided,
including scope and content
Identifying which methods are
preferred by existing clients
Identifying deficiencies in
information provided Appraising new options
Creating new areas for information provision
Assessing methods used by the competition
Revising current
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Activity 20 Identify criteria for evaluating provision and effectiveness
of destination information
You are required to identify five questions / criteria you would ask
customers to identify if the provision of destination information is suitable to
their needs.
1. ______________________________________________________
2. ______________________________________________________
3. ______________________________________________________
4. ______________________________________________________
5. ______________________________________________________
Activity 22 Identify methods to identify how tourism leaders provide

destination information
You are required to conduct research and identify the methods used by
leading tourism and travel organisations to provide destination information
to their customers.
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
Describe the methods you used to identify this information.
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________

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4.4 Amend or confirm sources of destination information
Introduction
To date, this manual has explored different ways and sources in
which to access, interpret, provide and review destination information to
help meet the needs of the client.
Whilst it is essential that any information collected and used for analysis be
relevant and current, it is also important to ensure:
Appropriate sources and suppliers of information are used
Appropriate types of destination information are used
Information inventories are up-to-date.
Whilst this primarily mean continuous updating information

relating to commonly used tourism destinations and services, it
also relates to ensuring any destination information, such as, are
still applicable, even if they are only given to clients sporadically.
Identifying suitable sources and suppliers of

destination information
As seen in this manual to date, especially in Section 1.1 there are many
suppliers of travel related tourism information, be it end users through to
wholesales and industry associations.
It is essential that the sources of information meet the needs of the
client and therefore the process of selecting suitable sources and suppliers of
destination information includes;
Identifying client requirements in terms of destination information
Collecting information as to whom provides information relating to these
products and services
Identifying suitable suppliers or sources
Assessing alternatives against the identified
client requirements
Accommodating host enterprise requirements in
relation to the use of preferred suppliers, providers and carriers
Aligning with established client preferences
Confirm sources / suppliers of destination information.

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Utilising different sources of destination information
As part of the process of evaluation process, it may have identified the

need to amend or change the format of information to be provided.
Following are different examples of information that may be changed or
confirmed.
Text-based information
Text based information is the most commonly used form of destination
information for tourism businesses and includes:
Brochures, flyers and pamphlets
Destination manuals
Supplier information and sales kits
Confidential and general industry tariffs
Preferred contracts or agreements
Clue cards
Fare sheets
Industry publications, advices and notices
Media articles
Travel literature
Travel guides
Newspapers and magazines
Timetables
Reports
Summaries
Marketing materials and books.
Image-based material
Whilst images are often included in text based information,
specific image based material can include:
Photographs
Recordings
Videos
Posters
Atlases and maps.

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Methods to monitor destination information inventory
This may include:
Assessing completeness, accuracy and currency of
the destination information
Verifying source of information
Monitoring bookings,
allotments/allocations and requests
Ensuring regular up-dates in accordance with
supplier schedules and seasonal demands
Ensuring all destinations and services offered
are supported by suitable and sufficient destination information
Requesting additional destination information

Whilst you may have a scheduled time in which to replace and update
brochures or minimum par level for when brochures need to be replenished,
at times you will need to request additional allocations of brochures or other
promotional materials.
There may be many reasons why there is a shortage of brochures,
including but not limited to:
One-off peak load demand
General trends indicating increased demand
New promotions and packages
Increased media awareness for a location
or business - whether in the news, current
affairs, documentaries etc.
Attractive offers by complementary
businesses - for example recently promoted
cheap flights might lead to
greater demand to one of their destinations
Greater ease of travel - regulatory
restrictions may be relaxed
Currency exchange fluctuations

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Strategies for handling low levels of destination information
inventory
When brochures for a particular destination

are running low strategies include:
Contacting the supplier for more copies
Keep a 'staff copy' and give selected printed
pages to clients
Refer them to the company website
Arrange printing of brochures at current location
Ask supplier to send copies of brochures, including any new promotions
or news, directly to the client
Provide information of similar properties in the region.
Remove destination information

As part of destination inventory management, it is essential that any
'outdated' or inaccurate copies of brochures or information be removed
immediately.
As discussed before in previous sections, the consequences of providing
inaccurate information can have detrimental consequences for all parties
involved.
Methods to remove information

This may relate to:
Deleting information regarding destinations
and services that have been removed
from the service menu
Over-writing dated information
with revised information
Removing out-of-date information
Complying with designated host enterprise guidelines
Removing hard copy material that supports and reflects destination
information inventory data.

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Meeting needs of destination supplier when removing information
Whilst each organisation will have their
own guidelines for disposing of outdated
destination information, it is important to
also remember the needs and guidelines of
the destination supplier as well
It is important to ensure that outdated
information be 'disposed' in a manner that
meets the needs of the destination supplier
It is a good idea to contact them to identify what they want done with their
brochures. Primarily they will want to ensure that potential clients do not
have access or contact with out-dated information
If by chance, people do actually obtain an outdated copy, given that they
may contain promotions or information no longer valid, it is essential that
they understand that they no longer apply
Supplier may want outdated copies to be:
Returned to them
Shredded or destroyed
Marked in a manner that identifies them as invalid or outdated
Placed in normal waste
Recycled in line in with organisational values.
Update destination information

In a number of cases whilst the bulk of information in a brochure may
be relevant, aspects of them may need to be updated or changed.
For most destination suppliers, the process of reproducing and
transporting new brochures to travel operators globally is a very expensive
and resource dependant activity. Therefore when small updates are required,
they may ask travel agents to include 'additions' or make 'amendments' to
current brochures.
Reasons for updates
Whilst the reasons for updating promotional destination information may be
endless, common reasons include:
Price changes
Changes to destinations and services
New packages

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Updated facilities
New attractions
Changes in visa requirements
New management
New awards
Stories of interest
New agreements with partner organisations.
Input up-dates and other destination information

Ways in which destination information can be updated include:
Adding new information as soon as possible to ensure currency of

destination information inventory
Ensuring related hard copy material is removed or amended, including
promotional material and hard copy information used by staff for selling
activities
Updated with new promotional information or pages
Amended by removing selected pages
Ensuring accuracy of data entry.

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Activity 23 Identify need to replenish, remove or update destination
inventory
You are required to interview a travel agency to identify the processes
they follow to ensure their destination knowledge inventory is managed
including:
Having sufficient adequate stock levels

Handling low stock levels
Requesting additional stock allocations
Ensuring outdated stock is removed
Ensuring stock items are updated or amended.
Company Name:
Contact Person:
How do they ensure they have sufficient
adequate stock levels?
What are reasons why their stock levels may be
in high demand?
How do they handle low stock level situations?
What are the methods used to request

additional stock allocations?
How do they remove outdated stock?
What are some guidelines suppliers may have

in relation to the removal of outdated
brochures?
How do they ensure stock items are updated or
amended?
What are activities performed to update or
amend supplier brochures?

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Review presentation of destination information inventory
Hard copy information
Given that the presentation of brochures,
quotations and other related travel materials are the
most commonly used mechanisms to explain and
promote destinations, it is important to review how
these are presented to clients.
This includes ensuring:

Materials are presented in the order and manner
identified as being best for the business and the
clients
Sufficient quantities of materials are available
All materials are current featuring up-to-date schedules and prices
All materials are free of errors and there are no omissions.
Electronic materials
In addition to the maintenance of hard copy destination information, it is just
as important to review how information is provided through electronic means.
This includes the use of:
Internet websites
Electronic brochures
Social media sites
Electronic information templates.
As can be seen in this manual, the sourcing, supply, explanation and

management of destination information is quite complex and always requiring
attention.
Work Projects
Criteria:
Activities 18,19,20

Criteria:
Activities 21,22

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Criteria:
Activities 21,22

Criteria:
Activity 23
Summary
Review provision of destination knowledge

Evaluate sources of destination information
Importance of evaluating sources of information
Strategies for evaluating sources of information
Ensure accurate and updated destination information.
Evaluate methods of provision of destination information

Evaluate effectiveness of destination information provision
Review methods of providing destination information
Methods used to evaluate methods and effectiveness of provisions.
Amend or confirm sources of destination information

Identifying suitable sources and suppliers of destination information
Utilising different sources of destination information
Methods to monitor destination information inventory
Requesting additional destination information
Remove destination information
Update destination information
Review presentation of destination information inventory.

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ANSWER KEY 2.3-1
1.
2
3
4
5
6
7
8
9
10

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TASK SHEET 5.2-3
Title: SOURCING AND PROVIDING DESTINATION INFORMATION AND ADVICE
Performance Objective:
Given the necessary supplies, tools and materials, the candidate
should be able to perform how to provide destination advise.
Supplies/Materials : Ballpen
Bond paper
Tools : Telephone Directory Celphone/ Telephon

Travel Brochure Laptop Computer & Printer
Itinerary schedules of travel
Steps/Procedure:
 Explain the importance of customer service

 Describe the characteristics of exceptional customer service and its benefits
 Explain how the quality of customer service differentiates a destination
 Describe how to recover from service failure
 Explain how social media impacts customer service delivery
 Reliability: where the quality and level of service is consistent
 Assurance: knowledge and courtesy of staff and their ability to convey trust and
confidence
 Tangibles: the organization’s physical facilities, equipment, and appearance of
staff
 Empathy: the degree of caring, individualized attention that the organization’s
staff provide to its customers
 Responsiveness: the willingness of staff to help customers and provide prompt
service
 The first time potential guests visit a website and leave their email address to
receive more information
 The moment a reservation is made and the company captures their personal
details
 The in-person service encounters from the front desk to the parking lot
 Welcome notes, personalized menus, friendly hellos, and other touches
throughout the interaction
 Background messages including clean facilities and equipment in good repair,
pleasant decor and ambiance (flowers, etc.)
 Follow-up communications like a newsletter
 Further interactions on social media

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 Managing service encounters: training staff to provide personal service to
customers
 Providing customer incentives: inducing customers to frequent the business
 Providing special service options: offering enhanced services or extra offerings to
loyal customers
 Developing pricing strategies to encourage long-term use: offering repeat
customers special prices or rates
 Maintaining a customer database: keeping an up-to-date set of records on
customer purchase history, preferences, demographics, and so on.
 Communicating with customers: reaching individual customers through direct or
specialized media, using non-mass media approaches

Assessment Method: Demonstration

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Performance Criteria Checklist 5.2-3
CRITERIA
Did you…. YES NO
_______1. Treat all colleagues with courtesy and respect.

_______2. Create a positive first impression for all customers.
_______3. Communicate clearly when sharing directions or
information.
_______4. aware of the impact of voice and body language
during communications.
_______5. Uses open-ended questions to clarify.
_______6. Listen in an active and engaged way.

_______7. Listen without judgment to gain understanding.
_______8. Demonstrate empathy to customers.

_______9. Solve problems effectively.
_______10. Speak highly of the organization’s products and
services on a consistent basis.
_______11. Provide positive recognition to customers.
_______12. Provide constructive feedback using assertive
language.
_______13. Look for ways to improve as a customer service
professional on an ongoing basis.
_______14. Look for ways to provide remarkable, out-of-the-
ordinary service on an ongoing basis

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Operation Sheet 5.2-5
Title: Using Laptop Computer
Performance Objectives: Given the necessary information on handling the
equipment based on the manufacturer’s manual, the candidate should be
able to learn how to operate a computer
Supplies and materials:
Equipment: Computer
Note: unplug from the outlet when use if battery is full and not use, use
duster brush in cleaning.

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1 Latch to open the computer 2 Built-in microphone
3 Blue power button 4 Status lights (see "Status lights")
5 Built-in speakers 6 Touch pad (pointing device)
16 Parallel port 17 Serial port
18 VGA port (external monitor) 19 Audio out (external speaker)
20 Microphone jack 21 Infrared port
22 USB port 23 PS/2 port
24 AC adapter jack
Step/ Procedure:
1. Turn PC an send information through an receive e-mail
2. Post update through FB Account
3. Post latest travel travel advisory including the itinerary of the
destination.

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Operational Criteria Checklist 5.2-5
CRITERIA
Did you…. YES NO
1. Check spare parts and clean the PC using

dust brush
2. Operate Laptop PC
3. Properly turn-on PC
4. Access Internet and use social media
5. Post update through social media
6. Properly turn-off Laptop PC

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JOB SHEET 5.2-6
Title: SOURCING AND PROVIDING DESTINATION INFORMATION AND ADVICE
Performance Objective: Given the necessary skills, tools, supplies and

materials, the candidate should be able to perform how to provide
destination infromation within 1 hour.
Supplies/Materials:
ball pen Picture and map
Notes
Tools: Lapel
Steps/Procedure:

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Performance Criteria Checklist 5.2-6
CRITERIA
Did you…. YES NO
Treat all colleagues with courtesy and respect.

Create a positive first impression for all customers.
Communicate clearly when sharing directions or
information.
aware of the impact of voice and body language
during communications.
Uses open-ended questions to clarify.
Demonstrate empathy to customers.

Solve problems effectively.
Speak highly of the organization’s products and
services on a consistent basis.
Provide positive recognition to customers.
Provide constructive feedback using assertive
language.
Look for ways to improve as a customer service
professional on an ongoing basis.
Look for ways to provide remarkable, out-of-the-
ordinary service on an ongoing basis
REFERENCES:
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https://www.sgs.ph/en/health-safety/quality-health-safety-and-
environment/health-and-safety/occupational-and-industrial-hygiene/food-
hygiene-training
https://www.doh.gov.ph/Health-Advisory/Food-Safety
https://foodandnutrition.org/blogs/stone-soup/past-present-future-
sandwich/
http://www.foodqualityandsafety.com/article/personal-hygiene-and-food-
safety/
https://www.hsolc.org/policies/health/food-service-employee-hygiene-
practices
https://opentextbc.ca/workplacesafety/chapter/workplace-safety-
procedures/
https://www.livestrong.com/article/437091-what-type-of-bread-is-used-for-
different-types-of-sandwiches/
https://www.kitchensanctuary.com/the-9-combination-sandwich/
https://www.eatsamazing.co.uk/bento-lunches/healthy-lunch-box-food-
ideas/ultimate-list-sandwich-fillings
https://blog.greatharvest.com/the-bread-business-blog/sandwich-shop-
owners-wondering-what-drives-your-customers-choices
https://gourmetretailer.com/top-8-us-sandwich-trends

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Technical Education & Skills Development Authority
PROVINCIAL TRAINING CENTER-CATARMAN
UEP Compound Catarman, Northern Samar
INSTITUTIONAL COMPETENCY ASSESSMENT INSTRUMENT
FOR
TOURISM PROMOTION SERVISES NC II
Source and provide destination information and advice

(Title of Unit of Competency)

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EVIDENCE PLAN
QUALIFICATION: TOURISM PROMOTION SERVISES NC II

Title of Sourcing and providing destination information and
Evaluation advice
Unit of
competency Source and provide destination information and
covered advice
Ways in which evidence will be
Demonstration with
Third Party Report

collected:
[click the column]
Examination
Questioning
Interview
Written
The evidence must show that the
candidate...
* Prepared different types of sandwiches
using different types of breads and   
ingredients and preparation techniques
* Prepared a certain quantity of

sandwiches hygienically and within   
industry-realistic timeframes
Apply common cooking terms related to

sandwiches that are used in the industry   
Identify past and current trends in

sandwich preparation   
Apply hygienic food handling practices   
Apply Safe work practices on cutting   
NOTE: *Critical aspects of competency

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INSTRUCTION FOR DEMONSTRATION:
(FOR THE FACILITATOR OR TRAINER)
Trainee’s name: Mary Claire G. Petalbo

Trainer’s name: LEMAR C. DE GUIA, RRA, MAEd
QUALIFICATION: TOURISM PROMOTION SERVICES NC II
Title of Sourcing and providing destination information and advice
Evaluation:
Units of
competency Source and provide destination information and advice
covered:
PLEASE READ CAREFULLY AND PREPARE AS NECESSARY:
1) The trainer/ facilitator shall greet the trainee.

2) The trainer/ facilitator shall discuss and orient the following important
things:
 Purpose of the evaluation/ assessment
 Materials, tools, equipment and facilities needed in the conduct of the
evaluation
 Trainee’s characteristics and physical needs
 Unit of competency and the particular learning outcomes covered in the
evaluation
 Importance of OHS policies and procedures to prevent potential hazards
and ensure precautionary measures
 Quality system, policies and procedure in the workplace
 Confidentiality of the outcome of the evaluation
 Evaluation tool to be used (method of evaluation)
 Freedom to appeal for re-evaluation if needed
 System of feed backing
3) The trainer/ facilitator shall ask those trainees who are ready for
evaluation to sign in the Competency Evaluation Agreement.
4) The trainer/ facilitator shall conduct the evaluation.
At the end of the evaluation, the trainer/ facilitator shall give feedback.
TABLE OF SPECIFICATION
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# of Percen
Objectives/Content tage
Knowledge Comprehension Application items/
area/Topics
 Different types of
sandwiches
4 4 2 10 20%
 Breads for
sandwiches
making 3 4 3 10 20%
 Filling for
sandwiches
2 1 2 5 10%
 Components and
ingredients of a
sandwich 1 3 6 10 20%
 Tools, equipment
and utensils
needed in 1 2 7 10 20%
preparing
sandwiches
 Common culinary 10%

terms related to 3 1 1 5
sandwiches that are
used in the industry
Total 14 15 21 50 100%
Written Examination

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Trainer’s name: LEMAR C. DE GUIA, RRA,MAEd
Evaluation Center TESDA PTC- Catarman
QUALIFICATION Tourism Promotion Services NC II
Title of Certificate
of Competency/ Source and provide destination information and advice
Unit of
competency:
Instructions for the trainee:

I. MULTIPLE CHOICE
Directions: read each statement carefully. Select the best answer from
the choices given.
MULTIPLE CHOICE: Choose the letter of the correct answer.

1. Which of the following types of filling that refers to ingredients such as
sliced or cooked meat, poultry and cheese.
a. Mayonnaise b. butter
c. dry fillings d. moist filling
2. This kind of filling are highly perishable and should be left chilled at all
times.
a. fish and shell fish b. meat
c. poultry d. vegetables
3. This kind of filling is used as fillings that should be cooked, covered and
refrigerated. Slice just before the sandwich is to be prepared to avoid drying
out and lose flavor.
c. poultry d. vegetables
4. which of the following types of filling that refers to ingredients mixed with
salad dressing or mayonnaise.
c. moist fillings d. dry fillings
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5. This is the heart of the sandwich. It is place between or on top of bread.
It provides flavor and body to the sandwich.
a. filling b. bread
c. pita d. salad
6. It is a small flat, round bladed utensil that is serrated on one side and
smooth on the other, appearing somewhat like a round spatula. It is used
to apply food spreads, over bread slices.
a. sandwich spatula b. scissors
c. cookie cutter d. lettuce knife
7. It is Use to cut customized edges on bread for tea sandwiches, hors

d’oeuvres, or children’s sandwiches.
a. cookie cutter b. scissors
c. spatula d. lettuce knife
8. It is a Small, medium and large. Small ones are perfect for cutting out the
tinier breads for tea sandwiches and medium and large for making larger
sandwiches.
a. lettuce knife b. spatula
c. scissors d. cookie cutter
9. How to use grater and shredder?
a. It is use for Grating cheese, meat and other ingredients allows flavors
to mix.
b. it is use as a container for food preparation
c. It is use to mix ingredients
d. it is use to cut fruits and vegetables
10. It is a small knife with a blunt edged blade that is used to apply spreads,
such as butter, peanut butter, and cream cheese, on bread or dinner rolls.
a. mixing bowl b. spatula

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c. can opener d. butter knife
11. It Come in various lengths of 6, 8, 10, and 12 inches. The smaller sized
knives are typically referred to as mini chef's knives while the longer lengths
are known as traditional chef's knives.
a. cookie cutter b. chef’s knife
c. scissors d. can opener
12. It is Designed for thick sandwiches; this knife is made to cut easily and
quickly through a variety of sandwich ingredients. The deli knife has offset
blade allowing ease of slicing and handling.
a. Deli knife b. scissors
c. chef’s knife d. cookie cutter
13. It is a Plastic serrated edge knife that is designed to slice lettuce without
causing the edges to turn brown. It is efficient in slicing lettuce.
a. lettuce knife b. Paring knife
1. It is a small knife with a straight, sharp blade that is generally three

to five inches long. Its thin, narrow blade is tapers to a point at the tip.
a. lettuce knife b. spatula
c. Paring knife d. Chef’s knife
2. A sharp-bladed kitchen utensil used to slice through a medium amount

of food ingredients "sandwiched" between two slices of bread.
a. lettuce knife b. sandwich knife
c. paring knife d. deli knife
3. A knife with a sharp edge that has saw-like notches or teeth. The blade
of a serrated knife is 5 to 10 inches long and is used to slice through food.
a. serrated knife b. deli knife

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4. How to use Cutting Board?

a. use to cut ingredients
b. use to protect the table when slicing bread.
c. use to mix ingredients
d. used to hold ingredients
5. How to use Mixing Bowl?

d. used to hold ingredients while they are being mixed
6. It is used to scrape down sides of bowl and get mixture of fillings from
pans.
a. rubber scrapper b. deli knife
c. spatula d. cookie cutter
7. Graduated Measuring Glass - a transparent glass with fractions [1,

3/4, 2/3,1/2, 1/3, ¼]. Is used for measuring liquids
a. serrated knife b. measuring cups
c. scissors d. spatula
8. What is the purpose of using utility tray?

9. Why do we need to use strainer?
a. Used to separate liquid from solid

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10. Why do we need to use Mixing spoon?

c. use to mix ingredients and combine ingredients
11. How to use can opener?

b. use to open cans
12. A set of individual measuring spoons used to measure small

quantities of ingredients.
a. measuring spoon b. deli knife
c. spatula d. cookie cutter
13. Bap means?

a. it means Scottish 'morning' bread, very soft white rolls
b. it means use to Small bite sixed food. Traditionally base with
topping and garnish
c. it means Mixing one or more ingredients together to make a
compound
d. it means Old English: Grilled steak with English mustard
between 2 slices of toasted bread. Eaten cold.
14. How to Blend?

a. cutting ingredients
b. garnish food
c. Mixing one or more ingredients together to make a compound
d. toasting food
15. What is bookmaker sandwich?

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topping and garnish
compound
d. it means Old English: Grilled steak with English mustard between
2 slices of toasted bread. Eaten cold.
16. Canape means?

topping and garnish
compound
17. what is Challah?

topping and garnish
c. Israeli bread enriched with egg, normally plaited
IDENTIFICATION A:
IDENTIFICATION: Identify whether it is hot or cold sandwiches.
1. Wraps sandwich ______________________
2. Club sandwich _______________________
3. Tea sandwiches _______________________
4. Hamburgers _______________________

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5. Toasted sandwiches _______________________
6. Burritos _______________________
7. Quesadillas _______________________
8. Pinwheel sandwiches _______________________
9. Hotdog sandwich _______________________
10. Chicken and veggie tortilla Sandwich_______________________
IDENTIFICATION B:
_______________1. It is the most commonly used bread for sandwiches.

_______________2. It is a Classic bread that is nutritionally superior to
wheat bread, more compact and brown in color.
_______________3. It is a Stronger tasting bread.
_______________4. It is Made from flattened, often unleavened bread.
_______________5. These are excellent choice for sandwich that comes
in all sizes, shapes and textures.
_______________6. It is a flat bread with pocket that is perfect for
stuffing.
_______________7. It is a very thin flat bread that is used for burritos

and tacos.
_______________8. It is a bread raised by chemical action of baking
powder.
_______________9. It is unleavened cornmeal baked on a hot stone.
______________10. It is a flat Italian bread cut into squares split and file.
______________11. A staple food prepared by cooking a dough of flour and
water and often additional ingredients.
______________12. Maybe beef, pork and sausage product.
______________13. Popular seafood which are highly perishable and
should be kept chilled to moist as quality.
______________14. It moistens the bread and compliments the flavors
of other ingredients.
______________15. These are relishes, olive oil and chutneys that give
a lift to a sandwich.

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Answer key
QUALIFICATION: TOURISM PROMOTION NC II
Unit of competency:
ANSWER Correct
Answer
The trainee should get 40 correct answers out of 55 Yes No
I. Multiple choice
1. C  

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2. A  
3. B  
4. C  
5. A
 
6. A
 
7. B
 
8. D
 
9. A
 
10. D
 
11. B
 
12. A  
13. A  
14. C
 
15. B
 
16. A
 
17. B
 
18. D
 
19. A
 
20. B
 
21. D
 

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22. A
 
23. C
 
24. B
 
25. A
 
26. A
 
27. C
 
28. D
 
29. B
 
30. C
 
II. Identification
1. Cold  
2. Cold  
3. Cold  
4. Hot  
5. Hot  
6. Hot  
7. Hot  
8. Cold  
9. Hot  
10.hot  
1. Yeast bread  
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2. Whole wheat bread  
3. Rye bread  
4. Flat bread  
5. Sandwich roll  
6. Pita  
7. Wraps  
8. Quick bread  
9. Tortillas  
10. Focaccia  
11. Condiments  
12. Meats  
13. Fish and shellfish  
14. Spreads  
15. Condiments  
Performance Test
Specific Instruction for the Candidate
Qualification TOURISM PROMOTION NC II
Unit of Competency

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General Instruction:
Given the Supplies, equipment and materials, you should be
able to prepare sandwich.
DURATION: 1 hour (including a 10-minute break)

Specific Instruction:
I. Gather the necessary materials in making sandwich

II. Gather all the necessary ingredients
III. Wear complete PPE
IV. apply the Occupational Health Safety
JOB SHEET 5.2-6
Title: PREPARE A CLUBHOUSE SANDWICH
Performance Objective: Given the necessary skills, tools, supplies and

materials, the candidate should be able to perform how to Prepare and
apply proper procedures in making clubhouse sandwich within 1 hour.

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Supplies/Materials:
3 slices White bread
2 leaves Lettuce
2 slices Tomatoes
2 slices Cucumber
1 slice Ham
1 slice cheese
scrambled egg
Mayonnaise
Tools:
Scissors Grater or shredder
Spatula Cookie cutter
Lettuce knife Serrated knife
Sandwich spatula Butter knife
Paring knife Sandwich knife
Steps/Procedure:
1. Place the 3 slices of bread on a clean work surface,
spread the tops with mayonnaise.
2. On the first slice, place 1 lettuce leaf, then 2 slices of
tomatoes and cucumber.
3. Place the second slice of toast on top, spread side down.
4. Spread the top with mayonnaise.
5. On top of this, place the ham then the other lettuce leaf.
2. Add scrambled egg.
3. Top with the third slice of toast, spread side down.
4. Placed frill picks on two sides of the sandwich

5. Cut the sandwich from corner to corner onto triangles. Each
triangle will have a pick through the center to hold together.
6. Place on a plate with the points up.

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Demonstration [oral questioning]
QUESTIONS Satisfactory
response
The trainee should answer the following questions: Yes No
1. what is the first step to consider in preparing
 
sandwiches?

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2. What method used in mixing one or more
 
ingredients together to make a compound?
3. What is the substitute if there is no Lettuce?  
4. What is the appropriate knife in cutting
 
sandwiches?
5. What spreading technique is used in putting
 
fillings?
6. How to prevent sandwiches to stick on plates?  
7. How do you cut Dry Fillings such as meat, poultry,
 
and vegetables?
8. How do you put fillings on sandwich?  
9. How do you measure 2 ½ cups?  
10. How do you incorporate the ingredients?  
11. why do we need to use measuring tools?  
12. How can you apply OHS?  
13. Why do we need to use spread?  
Feedback to trainee:
The candidate’s overall performance was:

Satisfactory  Not Satisfactory 
Trainee’s signature: Date:
April 19,2018
Trainer’s signature: Date:

April 19, 2018
Demonstration [continued]
QUESTION with ANSWER Satisfactory

response
The trainee should answer the following questions: Yes No

1. what is the first step to be consider in preparing sandwiches?
Mise en Place is the term used for preparing all the ingredients  
and tools in making sandwiches.

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2. What method used in mixing one or more ingredients
together to make a compound?
 
 The method used in mixing one or more ingredients is
called blending.
3. What is the substitute if there is no Lettuce?
 
 Find other green leafy vegetables such as cabbage
4. What is the appropriate knife in cutting sandwiches?
 
 the appropriate knife to cut sandwich is Sandwich knife
5. What spreading technique is used in putting fillings?
 
 Three quick strokes
6. How to prevent sandwiches to stick on plates?
 
 By putting Doyley on the plates.
7. How do you cut Dry Fillings such as meat, poultry, and
vegetables?  
 Cut them in same sizes for even cooking
8. How do you put fillings on sandwich?
 
 Layering multiple filling into a sandwich in specific order
9. How do you measure 2 ½ cups?
 Spoon flour using 1 cup measuring cup 2 times; for ¾ cups,  
use ½ cup and ¼ cup
10. why do we need to use measuring tools?
 
 For accurate measurements
11. How can you apply OHS?
 By observing safety precautions and maintaining the  
cleanliness of handling the food and the workplace area
12. Why do we need to use spread?
 To protect the bread from soaking up moisture from  
the filling. they add flavor. They also add moisture
The candidate’s overall performance was:

Satisfactory  Not Satisfactory 
Trainee’s signature: Date:
April 19, 2019
Trainer’s signature: Date:
April 19, 2019

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Demonstration with Questioning Checklist

Trainer’s name: LEMAR C. DE GUIA, RRA, MAEd
QUALIFICATION: Tourism Promotion NC II
Title of
Evaluation Prepare clubhouse Sandwich
Units of
competency Prepare Variety of sandwiches
covered:
Date of April 16,2019
evaluation:
Time of April 19, 2019
evaluation:
Instructions for Demonstration
Please see attached Instruction for Demonstration (Trainee)
Supplies and Materials Tools and equipment
 Job Sheet  Scissors
 Grater or shredder
 Spatula
 Cookie cutter
 Lettuce knife
 Serrated knife
 Sandwich spatula
 Butter knife
 Paring knife
 Sandwich knife
 to show if
evidence is
demonstrated
During the demonstration of skills, did the trainee: Yes No N/A
 Demonstrated ability to produce a range of specialist
sandwich, according to establishment standards and   
procedures
 Demonstrated ability to produce a quantity of
sandwich products according to establishment   
standards and procedures
 Demonstrated ability to store and package sandwich   
products according to establishment standards and

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procedures
 Demonstrated application of hygiene and safety
principles according to established standards and   
procedures.
INTERVIEW

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Questions to probe the candidate’s underpinning Satisfactory
knowledge Response
Extension/Reflection Questions Yes No
1. What type of knife is used to cut sandwich?
2. What do you call the multiple filling into a sandwich
in specific order?
3. Why do we need to use measuring tools?
4. What method is used in mixing one or more
ingredients together to make a compound?
Safety Questions
5. What operational procedure will have to follow in
operating salamander?
6. How do you apply food hygiene and safety principles?
7. Why do you need to clean tools and equipment’s
before and after using it?
8. How will you maintain cleanliness in the workplace
9. What are the procedures to be followed in applying
occupational health safety?
Contingency Questions
10. What equipment will you use if there is no
salamander?
Job Role/Environment Questions
11. How will you maintain good relationship with your
clients or costumers?
12. how will you meet the demands of your costumers or
clients?
Rules and Regulations
13. How to maintain the cleanliness of the workplace?
The candidate’s underpinning  Satisfactory  Not Satisfactory

knowledge was:
INTERVIEW

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Questions to probe the candidate’s underpinning Satisfactory
knowledge Response
Extension/Reflection Questions Yes No
1. What type of knife is used to cut sandwich?
 Sandwich knife 
2. What do you call the multiple filling into a sandwich

in specific order? 
 Layering
3. Why do we need to use measuring tools?
 For accurate measurement 
4. What method is used in mixing one or more

ingredients together to make a compound? 
 blend
Safety Questions 
5. What operational procedure will have to follow in 
operating Salamander?
 Take into account the instructions to be
systematically kept with the appliance. - Install the
appliance always in instructions respect. A 50 cm
distance minimum with the partition or the wall is
necessary.
6. How do you apply food hygiene and safety principles? 
 Clean all the tools and equipment and perform 5s.
7. Why do you need to clean tools and equipment’s 
before and after using it?
 To have a clean and safe food to serve.
8. How will you maintain cleanliness in the workplace? 
 Perform 5s before and after using.
9. What are the procedures to be followed in applying 
occupational health safety?
 By observing safety precautions and maintaining the
cleanliness of handling the food and the workplace
area
Contingency Questions
9. What equipment will you use if there is no 
salamander?
 You can use oven or microwave.

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Job Role/Environment Questions
10. How will you maintain good relationship with your 
clients or costumers?
 Fair treatments and be responsible
11. how will you meet the demands of your costumers 
or clients?
 Consider costumers needs and flexible in the
different changes that may occur.
Rules and Regulations
12. How to maintain the cleanliness of the workplace? 
 By following the rules and regulation of the workplace and
perform 5s every after training.
The candidate’s underpinning  Satisfactory  Not Satisfactory

knowledge was:

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Institutional Evaluation Results
Trainee’s Name:
Mary Claire G. Petalbo
Trainer’s Name: LEMAR C. DE GUIA, RRA, MAEd
Qualification: Tourism Promotion NC II
Title of competency SOURCING AND PROVIDING DESTINATION INFORMATION
evaluation: AND ADVICE
Units of Competency SOURCE AND PROVIDE DESTINATION INFORMATION
covered: AND ADVICE
Date of Evaluation April 19, 2019
Evaluation Center TESDA PTC- Catarman
The performance of the candidate in the following Satisfactory Not
evaluation methods: [Pls. Tick (/) appropriate box] Satisfactory
A. Demonstration with questioning  
B. Written Examination  
C. Interview  
Did the trainee overall performance meet the  

required evidences / standards?
Recommendation
 For re-evaluation. _____________________________________
 For study of next competency. Pls. specify ______________________________
 For taking national competency assessment. Pls. Specify (Qualification, NC
Level) _____________________
General Comments [Strengths / Improvements needed]
Trainee’s signature: Date: April 19, 2018

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Inventory of Training Resources
Templates for Inventory of Training Resources
Resources for presenting instruction

 Print Resources As per TR As per Remarks
Inventory
Books 25 pcs. 25 pcs. Complete
Manuals 25 pcs. 25 pcs. Complete
Charts 15 pcs. 15 pcs. Complete
 Non-Print Resources As per TR As per Remarks

Inventory
Video 15 pcs. 15 pcs. Complete
CD’s 15 pcs. 15 pcs. Complete
Resources for Skills practice of Competency #1

______________________________
 Supplies and Materials As per TR As per Remarks
Inventory
MEAT
Beef 15 kgs. 15 kgs. Complete
Pork 15 kgs. 15 kgs. Complete
Lamb/mutton 15 kgs. 15 kgs. Complete
Veal 15 kgs. 15 kgs. Complete
POULTRY
Chicken 15 kgs. 15 kgs. Complete
Duck 15 kgs. - For purchase
Turkey 15 kgs. 15 kgs. Complete
Pigeon, etc. 15 kgs. 15 kgs. Complete

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SEAFOOD
Fish 15 kgs. 15 kgs. Complete
Shellfish 15 kgs. 15 kgs. Complete
Crustacean 15 kgs. - For purchase
PERISHABLES
Vegetables 15 kgs. - For purchase
Fruits 15 kgs. 15 kgs. Complete
Dairy products 15 kgs. 15 kgs. Complete
Processed food 15 kgs. 15 kgs. Complete
DRY GOODS (GROCERIES)

Sauces 20 cans 20 cans Complete
Spices and herbs 10 kgs. 10 kgs. Complete
Seasoning 5 kgs. 5 kgs. Complete
Canned fruits 25 cans 22 cans Incomplete
Canned vegetables 25 cans 25 cans Complete
Noodles 15 kgs. 15 kgs. Complete
Pasta 10 kgs. 10 kgs. Complete
Rice 1 sack ½ sack Incomplete
Flour 15 kgs. 15 kgs. Complete
Sugar 1 sack ¾ sack Incomplete
Beans 25 kgs. 23 kgs. Incomplete
REFERENCES
Books 25 pcs. 25 pcs. Complete
Manuals 15 pcs. 15 pcs. Complete
Charts 15 pcs. 15 pcs. Complete
CD’s 15 pcs. 15 pcs. Complete
Video tapes 15 pcs. 15 pcs. Complete
MISCELLANEOUS
Charcoal 1 sack ¾ sack Incomplete

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Toothpicks 3 packs 3 packs Complete
Aluminum foil 50 m. 50 m. Complete
Wax paper 25 pcs. 25 pcs. Complete
Cling wrap 50 rolls 50 rolls Complete
Tissue paper 25 rolls 25 rolls Complete
Paper towel 15 packs 15 packs Complete
Liquid soap 50 ml. 50 ml. Complete
 Tools As per TR As per Remarks
Inventory
Chef’s knife 10 pcs 10 pcs Complete
Boning knife 8 pcs 8 pcs Complete
Oysters knife 4 pcs 4 pcs Complete
Cleaver knife 2 pcs 2 pcs Complete
Tenderizer, medium, small 8 pcs 6 pcs Incomplete
Skimmer, fine 8 pcs 8 pcs Complete
Wire skimmer, small 8 pcs 8 pcs Complete
Skimmers, spider 8 pcs 8 pcs Complete
Strainer, small, fine 8 pcs 8 pcs Complete
Siever, small 8 pcs 8 pcs Complete
Strainer, medium fine 8 pcs 8 pcs Complete
Turner,3” x 6” 8 pcs 8 pcs Complete
Spatula 8 pcs 8 pcs Complete
Wooden spoon 8 pcs 8 pcs Complete
Parisienne spoon 8 pcs 8 pcs Complete
Zester 8 pcs 4 pcs Incomplete
Piping bag 8 pcs 8 pcs Complete
Pastry tubes 8 pcs 8 pcs Complete
Strainer Chinois, small 3 pcs 3 pcs Complete
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Strainer Chinois, medium 2 pcs - For Purchase
Funnel, small 4 pcs 4 pcs Complete
Funnel, medium 4 pcs 4 pcs Complete
Measuring spoon 6 sets 6 sets Complete
Tongs, 8 inches 10 pcs 7 pcs Incomplete
Tongs, 12 inches 8 pcs 8 pcs Complete
Measuring cup 8 sets 8 sets Complete
Measuring urn 4 pcs 4 pcs Complete
Ice cream scoop 2 pcs 2 pcs Complete
Cheese Cloth 10 pcs 10 pcs Complete
Serving spoon 24 pcs 24 pcs Complete
Pepper and salt mill 4 sets 4 sets Complete
Weighing scale, 5 kgs. 2 unit - For Purchase
Weighing scale, 1000 grams 4 unit 4 unit Complete
Apple corer 8 pcs 8 pcs Complete
Wire whisk, small 8 pcs 8 pcs Complete
Wire whisk, medium 8 pcs 8 pcs Complete
Wire whisk, heavy duty 2 pcs - For Purchase
Can opener 1 pc 1 pc Complete
Kitchen scissors 8 pcs 8 pcs Complete
Soup Ladle, 3 oz 8 pcs 8 pcs Complete
Soup Ladle, 6 oz 8 pcs 8 pcs Complete
 Equipment As per TR As per Remarks

Inventory
Electric fan 1unit 1unit Complete
First aid cabinet 3 unit 3 unit Complete
Filing cabinet 3 Layers compartment 1 unit - For purchase

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TV 1 unit 1 unit Complete
Video player 2 unit 2 unit Complete

Fire extinguisher 1 unit 1 unit Complete
Emergency light 1 unit 1 unit Complete
directional signage/s for each room 1 pc 1 pc Complete
air condition 1 unit 1 unit Complete

telephones 1 unit 1 unit Complete
computers with internet connection 3 unit 2 unit Incomplete
Fax machine 1 unit 1 unit Complete
LCD 2 unit 2 unit Complete
LABORATORY EQUIPMENTS As per TR As per Remarks
Inventory
Air conditioner 1 unit 1 unit Complete
Fire extinguisher 2 unit 2 unit Complete
Emergency light 1 unit 1 unit Complete
Combination of broiler and griddle - Complete
small 1 unit 1 unit
Exhaust hood 3 unit 3 unit Complete

Dish washing machine (optional 1 unit 1 unit Complete
Blender machine 1 unit 1 unit Complete
Pressure cooker medium Complete
Salamander, griller 1 unit 1 unit
Braising pan - medium 8 unit 8 unit Complete

Meat slicer - small 1 unit 1 unit Complete
Meat chopper machine 1 unit 1 unit Complete
OFFICE EQUIPMENT As per TR As per Remarks

Inventory
Preparation table with sink &
1 unit 1 unit Complete
shelves (approx. 45x28’’)

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Bain Marie – table w/4 Complete
compartments 2 unit 2 unit
Working s/s table (fabricated) 1 unit 1 unit Complete

Condiment cabinet 1 unit 1 unit Complete
Washing sink tables w/3
3 unit 3 unit Complete
compartments
Soak sink, optional 1 unit 1 unit Complete
Utility shelving 1 unit 1 unit Complete
Stainless steel rack (5 shelves 1 unit 1 unit Complete
Utility cart 8 unit 8 unit Complete
Floor mops 1 unit 1 unit Complete
Mop Squeezer 1 unit 1 unit Complete
Broom (Tambo) 1 unit 1 unit Complete
Dust pan 2 unit 2 unit Complete
Garbage bin (4 gals.) 1 unit 1 unit Complete
Liquid soap dispenser 1 unit 1 unit Complete
Paper towel dispenser 3 unit 3 unit Complete
Reach-in freezer 1 unit 1 unit Complete
Reach-in refrigerator 2 unit 2 unit Complete
4 burner gas range w/ oven 4 unit 4 unit Complete
Stock pan burner 1 unit 1 unit Complete

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Technical Education and Skills Development Authority
PROVINCIAL TRAINING CENTER
UEP Compound, Catarman Northern Samar
TRAINING ACTIVITY MATRIX

DATE
NAME OF FACILITIES, TOOLS
TRAINING ACTIVITY VENUE (WORK AND REMARKS
TRAINEE AND EQUIPMENT
STATION) TIME
UC 5: PREARE SANDWICHES
LO 1: Perform Mise en place
April 16,
Flag ceremony All trainees and 2018/
((Every Monday) trainers 8:00am to
8:30am
General Cleaning All trainees and 8:30am to

trainers 9:00am
Prepare a clubhouse Whenpol C. CBLM, Reference hand Practical Work April Whenpol C.
sandwich Canencia books, internet, Video Area 19,2018 Canencia,
Luejay Gerardo Luejay
Document No.
Date Developed: April 15, 2018
TOURISM PROMOTION SERVICES NC II Date Revised:

Issued by:
Page 172 of 339
TESDA-PTC
TESDA-PTC Developed by:
LEMAR C. DE GUIA, RRA,MAEd
Revision # 00
Andrew Asim 8:00am to Gerardo, and
9:00am Andrew Asim
can now
proceed to the
next learning
content
Read Information Whenpol C. CBLM, Reference hand Learning 9:00am to Whenpol C.
Sheet 5.4-5 on Canencia books, internet, Video Resource Area 9:30am Canencia,
Organizational skills Luejay Gerardo Luejay
and teamwork Andrew Asim Gerardo, and
Andrew Asim
Answer Self Check can now
5.4-5 proceed to the
next learning
Competency
Prepared by: Noted:
LEMAR C. DE GUIA,RRA,MAEd KIM ANNE U. BOLOSIÑO

Trainer Instruction Supervisor
Document No.

Issued by:
Page 173 of 339
TESDA-PTC
Revision # 00
Document No.

Issued by:
Page 174 of 339
TESDA-PTC
Revision # 00

PTS Lemar

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Plan

TRAINER’S METHODOLOGY LEVEL 1

CHECKLIST REQUIRED OUTPUTS

PLAN TRAINING SESSION

A. PHOTOCOPY OF CERTIFICATE OF ACHIEVEMENT (PTS, SWBL, MTF,

C. COMPETENCY BASED LEARNING MATERIALS (CBLM)

D. INSTITUTIONAL ASSESSMENT TOOL

F. INVENTORY OF MATERIALS, TOOLS AND EQUIPMENT

Qualification: TOURISM PROMOTION SERVICES NC II

Data Gathering Instrument for Trainee’s Characteristics

Language, literacy Average grade in: Average grade in:

Cultural and Ethnicity/culture:

Education & Highest Educational Attainment:

Physical ability a. Disabilities (if any) _____________________

Previous learning Electrical Installation Certificates

Number of years as a competency trainer _____

Training Level National Certificates acquired and NC level

Special courses Other courses related to cookery NC II

Learning styles a. Visual - The visual learner takes mental

Name : MARY CLAIRE G. PETALBO

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

CAN I…? YES NO

1. Participate in Workplace Communication

Obtain and convey workplace information 

Participate in workplace meetings and discussions 

Describe team role and scope 

Identify own role and responsibility within team 

Work as a team member 

3. Practice Career Professionalism

Integrate personal objectives with organizational goals 

Set and meet work priorities 

Set and meet work priorities 

4. Practice Occupational Health and Safety Procedures

Identify hazards and risks 

Control hazards and risks 

Maintain OHS awareness 

1. Develop and Update Industry Knowledge

Identify and access key sources of information on the 

Access, apply and share industry information 

Update continuously relevant industry knowledge, apply 

2. Observe workplace hygiene procedures

Practice personal grooming and hygiene 

Practice safe and hygienic handling, storage and 

3 Perform computer operations

Identify and explain the functions, general features and 

4. Perform workplace and safety practices

5. Provide effective customer service

Apply effective verbal and non-verbal communication 

Handle queries promptly and correctly in line with 

1. Operate an automated information system

Access information on an automated system 

Check and download information 

2. Source and provide destination information and advice

Develop destination knowledge 

Update destination knowledge 

3. Access and interpret product information

Identify and access product information 

Interpret product information 

4. Promote tourism products and services

Identify customer needs 

Provide product information and advice 

Form 1.2: Evidence of Current Competencies acquired related to

Current Proof/Evidence Means of validating