Session Plan (CST TUS1 06 0912)

Occupational standard Tourism Service Level I

Unit of Competence Provide Visitor Information

Module Title Providing Visitor Information
This unit describes the performance outcomes, skills and knowledge
Session Objectives: required to provide visitors with general truth and accurate information
about a local area.
LO1 Access and update visitor information.

1.1 Identify and access appropriate source of visitors information.

1.2 Incorporate information into day-to-day working activities to support
At the end of this quality of service and standards within the organisation.
session the trainees 1.3 Share information with colleagues and suppliers to support the
shall be able to: efficiency and quality of service.
1.4 Identify and use opportunities to update and maintain local
knowledge.
Nominal
Activities Contents Methods
Duration
Sessions 1 hours Lecture and
Introduce the session lesson.
discussion
Identify and access appropriate source of visitors Lecture-discussion
information.
Incorporate information into day-to-day working
activities to support quality of service and Lecture-discussion,.
standards within the organisation.
Share information with colleagues and suppliers to Lecture-discussion,
support the efficiency and quality of service. demonstration
Identify and use opportunities to update and
maintain local knowledge.
Sort and summarize information. Lecture-discussion,
1- hour
Evaluation demonstration
20minute Do self check questions Individual Activity
Question and
Summary 10minute Wrap-up and Feedback
Answer
Resources  Information centers.
 Information sheet
 Reference Books.
 Learning Guide #1
LO-2 Provide information.
2.1 Proactively identify information and assistance needs of different
customers, including those with special needs.
2.2 Provide accurate and unbiased information in a clear, concise,
courteous and culturally appropriate manner.
At the end of this session
2.3 Where appropriate, assist or instruct visitors in the use of
the trainees shall be able
equipment and facilities or refer to relevant colleagues.
to:
2.4 Consider health and safety requirements when providing
information and assistance.
2.5 Promote internal products and services using appropriate
customer service skills.
Nominal
Activities Contents Methods
Duration
Sessions 30min. Recap the pervious lesson Lecture-discussion

Proactively identify information and

1hr assistance needs of different Lecture-discussion
customers, including those with special
needs.
Provide accurate and unbiased
2hrs information in a clear, concise,
courteous and culturally appropriate
manner.
Where appropriate, assist or instruct
visitors in the use of equipment and
facilities or refer to relevant colleagues.
Consider health and safety
requirements when providing
information and assistance.
Promote internal products and
services using appropriate customer
service skills.
Evaluation Do self check questions Individual Activity

Summary 10
 Wrap-up and Feedback Question & Answer
mintes
LO-3 Seek feedback on services.
At the end of this session the
3.1.Proactively seek feedback on services from visitors.
trainees shall be able to:
3.2 Provide information on visitor feedback to relevant colleagues
and officials.
 3.3.Observe visitor behavior to inform future service developments
and correctly follow procedures for any formal customer
evaluation.
Nominal
Activities Contents Methods
Duration
Sessions 1 hrs Lecture and
Recap the pervious lesson
discussion
Proactively seek feedback on services from
visitors
Provide information on visitor feedback to Lecture-
2hrs
relevant colleagues and officials. discussion
Observe visitor behavior to inform future service Lecture-
1-hour developments and correctly follow procedures discussion,.
for any formal customer evaluation.
Lecture-
discussion,
1-hr
Evaluation Do self check questions demonstration
Individual
Activity
Question and
Summery 20 min  Wrap-up and Feedback
Answer
Resources  Information centers.
 Information sheet
 Reference Books.
 Learning Guide #3