SOURCE AND PROVIDE DESTINaTION INFORMATION AND ADVICE

SOURCE AND PROVIDE DESTINaTION INFORMATION AND ADVICE
D2.TTA.CL2.19

Subject elements This unit comprises four Elements: 1
Review provision of destination knowledge Communicate destination knowledge Update destination knowledge Generate initial destination knowledge 1 2 3 Trainer advises this Unit comprises four Elements, as listed on the slide explaining: • Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail • Trainees can obtain more detail from their Trainee Manual • At times the course presents advice and information about various protocols but where their workplace requirements differ to what is presented, the workplace practices and standards, as well as policies and procedures must be observed. 4

Assessment Assessment for this unit may include: Oral questions
Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from supervisor Trainer advises that assessment for this Unit may take several forms all of which are aimed at verifying they have achieved competency for the Unit as required. Trainer indicates the methods of assessment that will be applied to them for this Unit.

Element 1: Generate initial destination knowledge
Introduce topic. Class Activity – General Discussion Ask general questions: What is a destination? What destination information is sought by clients?

Generate initial destination knowledge
Performance Criteria for this Element are: Identify sources of destination information Describe criteria for capturing destination information Identify client needs relating to destination information that may be required Research destination information Capture and record and classify destination and general product information Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Importance of destination information
The tourism industry is one of the largest industries in the world and for many countries is its major economy and employer. Destination knowledge is a vital pre-requisite for effective performance within the industry. Class Activity – Questions Get audience to answer following questions: What information do you need to know to effectively do your job? What destination information do you need to know that customers may enquire about? Where can you get this information?

Importance of destination information
The idea of obtaining knowledge is so that you can use it for: Your benefit The benefit of the venue The ultimate benefit of the customers Class Activity – General Discussion Identify the benefits for each point

Sources of destination information
Identify potential sources of destination information There are endless sources of destination information that can be collected, analysed and used by a travel and tourism organisation for the benefit of the organisation itself or to assist customers with potential travel plans. Class Activity – General Discussion What are examples of these sources? Trainer can lead with one or two examples and draw more examples one from each student in the class at least.

Identify travel and tourism businesses When compiling destination information for your 'product knowledge' data bases, it is essential to identify the different types of businesses which your potential customers may use. What types of businesses do you seek product information from? Class Activity – General Discussion Discuss question in the slide.

Transportation Airlines Cruise operators Railway operators Bus lines Car rental businesses Limousine hire Taxis Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Suppliers and providers of support and ancillary services Travel insurance providers Finance providers Currency exchange Conference and similar venues Interpreters Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Accommodation 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 Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Attractions and Theme Parks Museums and galleries National parks, wildlife parks and gardens Theme parks Heritage sites and centres Sport and activity centres Aquarium and zoos Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Tour Operators 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 product Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Inbound Tour Wholesaler An Inbound Tour Wholesaler packages products to form a trip for an overseas market travelling to a specific country Outbound Tour Wholesaler An Outbound Tour Wholesaler negotiates product from International Suppliers for clients in a specific country travelling to an international destination Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Retail Travel Agents 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 Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Local, regional and national information services These information services exist to assist the public and the travel agents in obtaining information on a particular region from the experts This can be at a local, regional or national level Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

MICE Meetings Incentives Conventions Exhibitions Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Ministries of Tourism Each country within the ASEAN region should have dedicated government ministry specifically focused on the tourism industry Their role is to regulate and manage the industry Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Tourism Boards Coordinate the efforts of hotels, airlines and travel agents to develop the tourism industry of the country Initiate new marketing ideas to promote image aboard Provide travel agent licensing and tourist guide training Promote the development of infrastructure and tourist attractions Organise events to attract visitors Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Industry Authorities Authorities are established, either by a government or working closely with government to provide services relating to the tourism industry Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Industry Associations Industry associations are bodies that all businesses can elect to join that serve specific and over-arching industry sectors: Representing the industry Offer legal advice Provide training Identify cost savings COMPLETE ACTIVITY 1 Class Activity – Identify businesses for each type of business & Activity Identify actual companies for each type of tourism business Complete Activity 1

Formats of destination information
Brochures/DVDs Hotel and accommodation guides and indexes Atlases, maps and encyclopedias Travel guides Individual timetables Automated information systems Computerised Reservations Systems (CRS) Class Activity – Identify formats of information Trainer to show different formats of information What information can be gathered from each format?

International airline guides Travel Trade Yearbook Travel Information Manual (TIM) Passenger air tariff Trade press General print and electronic media, travel magazines and even news bulletins for current issues Class Activity – Identify formats of information Trainer to show different formats of information What information can be gathered from each format?

Educationals Product familiarisations Other organisations in the industry The internet, travel websites, travel advisor, blogs Travel companies product launches, travel shows and information nights Government agencies such as national parks and wildlife services or government tourism offices Class Activity – Identify formats of information Trainer to show different formats of information What information can be gathered from each format?

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 Class Activity – Identify formats of information Trainer to show different formats of information What information can be gathered from each format?

Confidential and general industry tariffs Preferred contracts and/or agreements Official country tourist offices, authorities and bureaus Your own travel experience Colleagues Class Activity – Identify formats of information Trainer to show different formats of information What information can be gathered from each format?

Testimonials 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 products and services it provides How the experience benefited them on a personal basis Class Activity – Identify importance of testimonials Why is it important to gather testimonials? How can they be beneficial?

Quotations Quotations are used by tourism and travel organisations to sell their products and services, through the use of suppliers, summarised in a way that adds value for the customer: What information is normally included in a quotation? Class Activity – Discussion & provide example of a quotation Provide examples of each.

Personal observations Naturally one of the best types of information that can be used by an organisation is that which has been personally collected. Personal notes Report and findings Log books Records of interviews Notes of first-hand meetings COMPLETE ACTIVITY 2 Class Activity – Discussion & Activity From a personal perspective, explain how personal observations have provided you with critical information. Complete Activity 2

Identify criteria for capturing destination information
Importance of having useful and appropriate destination information Whilst there is 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: How can you determine which sources are appropriate? How can you determine the information from each source is useful? Class Activity – General Discussion Discuss questions in the slide.

Importance of having useful and appropriate destination information To demonstrate the professionalism To answer routine questions Provide destination information and advice Provide specific product advice To provide additional information To advise customers of up-coming events To make recommendations and suggestions Class Activity – Discuss importance Discuss importance for each of these points

Importance of having useful and appropriate destination information Selling tourism products Quote specific individual tourism product prices Booking and coordinating services Receiving and processing reservations Processing financial transactions Issuing customer travel documentation Class Activity – Discuss importance Discuss importance for each of these points

Importance of having useful and appropriate destination information Issuing itineraries Explain the features of the products To generate repeat business from customers To generate referral business To comply with general operational requirements Class Activity – Discuss importance Discuss importance for each of these points

Accuracy Currency Completeness Reliability and reputation of source Cost Ease-of-access Copyright-free status of information Class Activity – Discuss importance Discuss importance for each of these criteria points

Methods to ensure compliance with information collection criteria 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 COMPLETE ACTIVITY 3 Class Activity – Discuss importance & Activity Discuss importance for each of these criteria points Complete Activity 3

Read and review destination information
Importance of reviewing 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: What are objectives of reading and reviewing captured destination information? Class Activity – Discuss How can you do this?

Interpreting destination information
Interpreting 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 Class Activity – Discuss What activities are associated with interpreting information?

Purpose of interpreting information 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 Class Activity – Discuss Why is this important?

Interpreting information Analysis and interpreting the information Classifying the information Preparing summaries with supporting evidence of the results of the data analysis Class Activity – Discuss Discuss the steps associated with each of these points.

Identify colleague and client needs
Importance of understanding colleague and client needs Why is this important? How can you identify these needs? Class Activity – Discussion Discuss questions in the slide

Summary of organisational and customer needs 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 Class Activity – Discussion Ask general questions: How can you accommodate these needs?

Review organisational needs 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 How the information provided could be used to improve service Enhancing and expanding destination range Class Activity – Discussion Ask general questions: What are examples of requirements for each need?

Review organisational needs 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 COMPLETE ACTIVITY 4 Class Activity – Discussion & Activity Ask general questions: What are examples of requirements for each need? Complete Activity 4

Identify 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: What are examples of sales needs? Class Activity – Discuss Discuss the question in the slide.

Identify specific sales needs Consultation with client Non-negotiable client needs, including budget, timing, duration of travel, required destination and activities, health Requests from and preferences of client Source and provide information and advice Make recommendations Class Activity – Discuss Discuss the importance of each of these sales needs.

Identify specific sales needs Check availability and prices Provide quotation including booking terms and conditions Processing a reservation, including booking and coordinating supplier services and products 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 Class Activity – Discuss Discuss the importance of each of these sales needs.

Identify specific sales needs 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 Class Activity – Discuss Discuss the importance of each of these sales needs.

Assessing destination information needs
Assessing information needs When assessing destination information needs, do not get overwhelmed with too much information. Only seek out the information that you need: How can you identify what destination information you need for an organisation? Class Activity – General Discussion Discuss question in the slide Refer to Criteria 1.3 Identify client needs relating to destination information that may be required of Trainee Manual for questions that you can ask to determine informational needs.

Identify clients Domestic and international people Males and females People from different age groups Special interest groups Special needs clients Open groups Homogenous target market groups as defined by various demographic characteristics Class activity – Discussion Provide examples of each type of client What are their needs?

Importance of identifying client needs Once different types of clients and market segments have been indentified, it is essential to understand what their needs may be, when seeking destination information 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 Class activity – Discussion How can you identifying client requirements?

Generic client needs 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 Class activity – Discussion Discuss these needs? How can you cater to these?

Specific target market needs What are the specific needs of these market segments? Business Women Family Leisure Elderly Others COMPLETE ACTIVITY 5 Class activity – Discussion & Activity What are the needs for each of these customer types? Discuss these needs? How can you cater to these? Complete Activity 5

Identify destination information
Identify destination information to gather It is important to identify the types of destination information that you require from each to help you advise your clients in their future travel needs: What types of destination information do you want to gather? Class Activity – Question Discuss the question in the slide.

General destination information Statistical information Currency Maps Travel guides Events Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

General destination information Languages Safety Government information Time zones Communications Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Local community information 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 Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Local community information Markets Resorts Casinos Currency exchange Emergency services Churches and places of worship Public and private transport options Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

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: What information do you need to gather and explain to clients wishing to travel overseas? Class Activity – Question Discuss the questions in the slide.

Tours 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 Tour company specific baggage labels Hotel list Tour information booklet Included services Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Attractions Attractions can include: Historic sites Scenic location Special event Tourist attractions can be: Natural Man-made Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Activities What are examples of tourism related activities? Class Activity – Question Discuss the questions in the slide.

History Many people are interested in history, and therefore information on the history of a destination can be important to customers: What are examples of history that attracts tourism? Class Activity – Question Discuss the questions in the slide.

Geographical features Mountain ranges Lakes Rivers Caves Waterfalls Rock formations Beaches National parks Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Local customs and culture Every destination will have customs that are specific to that place and that particular culture. What are examples of: Local customs Local culture Class Activity – Question Discuss the questions in the slide.

Climate It is important that you understand the weather conditions and patterns of the destination: Why is this important? How can you identify climatic conditions? Class Activity – Question Discuss the questions in the slide.

Accommodation Room types Tariffs Products and services Room facilities Location and distance to attractions Packages Blocked dates Seasons and times Minimum purchase Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Accommodation 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 Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Accommodation Day use or late check-out if applicable Inclusions Extra charges payable direct Special requests Special promotions Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

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 Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Amenities and services Banks and post offices General safety facilities including fire, police emergency services Entertainment Sporting Shopping Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Airlines Airline or combination of airlines Airport codes Airline codes City codes Flight numbers Schedules / timetables Destinations Routing Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Airlines 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 Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Airlines General air travel rules and restrictions Class of travel Stopovers Mileage restrictions allowed Minimum and maximum stays Ticketing time limit Payment conditions Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Car hire Company, category, type Pick-up and drop-off depots Pick-up and drop-off dates and times Inclusions and exclusions Special requests Notes Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

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 Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Transfers Name of company providing the transfer Local address and local telephone contact Type of transfer Pick-up date, time and location Drop-off date, location Special instructions in relation to transfer Class Activity – Question Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in?

Rail Name of Pass Duration and type of pass Validity dates COMPLETE ACTIVITY 6 Class Activity – Question & Activity Discuss the types of information to be collected under each point? How can you collect this information? What format would you like it in? Complete Activity 6

Research destination information
Importance of research 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 Class Activity – Discuss Describe the process that you have used in the past when conducting research.

Steps in researching destination information 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 Class Activity – Discuss What are the activities and benefits for each of these steps?

Defining the research topic The first step is to try to identify exactly where the focus of research and information collection should be concentrated on Class Activity – Discuss What would be research topics you may have?

Identify types of formal and informal research techniques Informal discussions with colleagues and clients Formal study Reading literature Attending relevant information sessions and events Visiting destinations Direct contact with organisations Accessing the internet and targeted destination websites Watching videos, television and films Class Activity – Discuss What other techniques can be used?

Recollection of personal observations and experiences 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 Class Activity – Discuss Why is this source of information often the most effective?

Accessing internal information
Arrange to receive internal information Who can you receive information from? What types of information can you receive? How can you receive the information? Class Activity – Discussion Ask general questions: Discuss the questions in the slide.

Accessing internal information
Types of internal information sources Destination information previously collected Customer feedback information Automated information systems Computerised reservation systems Destinations and services inventories Class Activity – Discuss What information can come from each of these sources?

Accessing external information
Arrange to receive external information Telephoning targeted organisations Making face-to-face requests of staff that visit their office Making requests Registering to receive information, newsletters and up-dates. Paying to receive material Asking organisations to forward information COMPLETE ACTIVITY 7 Class Activity – Discussion & Activity Ask general questions: Discuss activities associated with these points Complete Activity 7

Visit identified sources
At times you may be required to visit identified sources This opportunity to gather a first-hand understanding of the source, including key personnel who will be instrumental in sharing information is very beneficial Class Activity – Discuss What are the benefits of visiting identified sources?

Benefits of visiting identified sources 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 user friendly manner Class Activity – Discuss Discuss these benefits of visiting identified sources

Benefits of visiting identified sources 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 COMPLETE ACTIVITY 8 Class Activity – Discuss & Activity Discuss these benefits of visiting identified sources Complete Activity 8

Establishing industry networks
Benefits of visiting identified sources Developing your own industry network Networking with industry colleagues COMPLETE ACTIVITY 9 Class Activity – Discuss & Activity Discuss these benefits of setting up networks? Who would you have in your network? Complete Activity 9

Element 2: Update destination knowledge
Introduce topic. Class Activity – General Discussion Ask general questions: Why is it important to update knowledge? How do you know if your knowledge is up to date? How can you update your destination knowledge?

Update destination knowledge
Performance Criteria for this Element are: Register to receive updated destination information Integrate updated information into existing destination information Initiate new files for new information and/or new destinations Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Register for destination information
Registering for information Quite often you may need to gather more generic information relating to the industry as a whole, including any new laws, regulations, businesses or trends In order to access this information you will need to register to receive it Class Activity – Discussion Ask general questions: What are examples of publications you need to register for? How can you register to access information?

Registering for information Registering for industry information may include: Registering on-line Paying a fee Establishing required password and username, if required Class Activity – Discussion Discuss these points Provide an example of each.

Registering for information Lodging host enterprise details with product information source Establishing the bona fides of the host enterprise Joining an association or body in order to enable access COMPLETE ACTIVITY 10 Class Activity – Discussion & Activity Discuss these points Provide an example of each. Complete Activity 10

Capture and integrate destination information
Capturing and integrating information Every tourism organisation will have their own method of handling destination information including: Capturing Recording Classifying Integrating Class Activity – Discuss Discuss and explain the differences of these points How can you integrate information to meet the needs of the organisation? How can you integrate information to meet the needs of the client?

Options for storing destination information Destination information inventory systems may be: Manual filing systems Computerised systems Combination of the above Class Activity – Discuss Provide examples of each systems

Manual filing systems Card reference systems Files Public area displays Back of house storage areas Filing cabinets Personal information manual Contact details of tourism businesses COMPLETE ACTIVITIES 11&12 Class Activity – Discussion & Activities Discuss how these systems can be managed and maintained Complete Activities 11&12

Computerised systems 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: What are examples of GDS systems Class Activity – Discussion Discuss question in the slide.

Global Distribution Systems The major GDS systems include: Travelport (Galileo, & Apollo) Travelport (Worldspan) Amadeus Sabre COMPLETE ACTIVITY 13 Class Activity –Activity Complete Activity 13

Integrating and initiate destination information
Integrating 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 Class Activity – Discuss Discuss importance of these points

Tasks associated with integrating information into existing destination information Deleting dated information Deleting information files and folders no longer required Implementing version control procedures Up-dating relevant control index to reflect revised information files and folders Class Activity – Discuss Discuss importance of these points

Tasks associated with integrating information into existing destination information 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 Class Activity – Discuss Discuss importance of these points

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: How can you ‘identify or mark’ information found for later use? Class Activity – Discussion Ask general questions: Discuss the question in the slide.

Methods to identify relevant information includes: 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 Class Activity – Discussion Ask general questions: What are the benefits of these methods? What other methods can be used?

Element 3: Communicate destination knowledge
Introduce topic. Class Activity – General Discussion Ask general questions: How can you share destination information?

Communicate destination knowledge
Performance Criteria for this Element are: Identify client and colleague needs relating to destination information that is required Share destination information Advise clients in relation to information about specific destinations Present hard copy information to clients Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Share destination information
Sharing destination information It is essential that any information that you have collected, is shared with the people who may require that information. This includes sharing updated destination information with: Colleagues Potential customers Class Activity – Discuss How does the communication of information differ between these stakeholders?

Share updated information with colleagues On a one to one basis At staff briefings At staff meetings co-workers Update the internal systems Replace and replenish internal displays information points Arrange for a guest speaker Arrange for staff to visit the venue Class Activity – Discuss What are the benefits of each method? When would you use each of these methods?

Considerations when sharing updated information with potential customers Location of the customer Number of persons to receive quotation Reliability of submission methods Types of documentation required Time frames required Costs Class Activity – Discuss these considerations How do they impact submission methods?

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 Class Activity – Discuss submission methods What are the advantages and disadvantages of using each method?

Providing verbal explanation
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 Class Activity – Discuss Discuss these benefits

Providing hard copy materials
Benefits of providing hard copy materials Utilises an additional learning method 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 Class Activity – Discuss Discuss these benefits

Types of hard copy materials Reports Brochures Quotations Invitations Travel itineraries Handouts Fact sheets Notes Class Activity – Show examples of hard copy materials Show examples

Types of hard copy materials Photocopies from policy manuals Texts Media articles Photographs Posters Flyers Marketing materials Financial statements Class Activity – Show examples of hard copy materials Show examples

Providing electronic materials
Benefits of distributing electronic materials 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 Class Activity – Show examples of hard copy materials Show examples

Providing electronic materials
Benefits of distributing electronic materials 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 COMPLETE ACTIVITY 14 Class Activity – Show examples of hard copy materials & Activity Show examples Complete Activity 14

Present destination information
Customer service basics when presenting information Have comprehensive product knowledge Remember to consider customer needs, wants and preferences Ask questions Be proactive Provide information, recommendations, advice and suggestions that aligns with identified customer need Class Activity – Discuss importance of customer service basics Trainer to discuss importance of these customer service basics points

Present destination information
Customer service basics when presenting quotations Sell the benefits of products and services Overcome objections by customers to making a purchase Allow customers time and opportunity to consider their purchase Make legitimate all add-on/complementary sales Close the sale Class Activity – Discuss importance of customer service basics Trainer to discuss importance of these customer service basics points

Destination information to communicate
General information Date of quotation and reference number (if applicable) Clients name Phone contacts address Address Dates of travel Length of travel and class of travel Class Activity – Discuss & Review a quotation Discuss importance of these points

Travel products and services Flights Accommodation Cruises Tours Other travel products and services Transfers Car hire/Rentals Class Activity – Discuss destination information to communicate Discuss importance of these points Provide examples of information shared under each point Refer to points on TM Pages 77&78

Attractions Activities History Language Population Geographical features Local customs and culture Climate Class Activity – Discuss destination information to communicate Discuss importance of these points Provide examples of information shared under each point

Specialist destination information Seasonality Availability Costing considerations Additional travel costs Product price increases Fluctuations in exchange rates Terms and conditions Class Activity – Discuss destination information to communicate Discuss importance of these points Provide examples of information shared under each point Refer to points on Criteria 3.3 (Advise clients in relation to information about specific destinations) of Trainee Manual.

Specialist destination information Travel insurance Visa / permits Health permits Limitations Safety and risk – adventure products Non operation of the product – tour cancellation COMPLETE ACTIVITIES 15 & 16 Class Activity – Discuss destination information to communicate & Activities Discuss importance of these points Provide examples of information shared under each point Refer to points on Criteria 3.3 (Advise clients in relation to information about specific destinations) of Trainee Manual Complete Activities 15&16

Present hard copy information
Travel Documentation 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 destination information. Travel documentation will related to: General documentation Non-air documentation Air documentation COMPLETE ACTIVITY 17 Class Activity – Identify types of hard copy documents & Activity What are examples of each? Complete Activity 17

Element 4: Review provision of destination knowledge
Introduce topic. Class Activity – General Discussion Ask general questions: Why is a review important? How can you conduct a review? What needs to be considered when reviewing? What would be the focus of the review?

Review provision of destination knowledge
Performance Criteria for this Element are: Evaluate sources of destination information Evaluate methods of provision of destination information Evaluate effectiveness of destination information provision Amend or confirm sources of destination information Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Evaluate sources of destination information
Importance of conducting evaluations 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 are accurate and up to date Class Activity – Discussion Ask general questions: Explain importance of conducting reviews

Importance of evaluating sources of information Promote legitimate destinations, suppliers, products and services Ensure the information provided is a true reflection of what is being promoted Ensure customers don’t receive offers no longer available Materials show current prices Help you refer only to current information Demonstrates professionalism and attention to detail Class Activity – Discussion Ask general questions: Explain importance of these points

Strategies for evaluating sources of information Seeking feedback from colleagues Seeking feedback from clients on their return from destinations Comparing information from different sources regarding the same destination Relating destination information to personal experience and knowledge Assessing source against criteria for capturing destination information Researching comments on websites COMPLETE ACTIVITIES 18&19 Class Activity – Discussion & Activities Ask general questions: Explain tasks associated with each of these points Complete Activities 18&19

Ensure accurate and updated destination information Observing expiry dates of information Looking up updates Read briefings of new information Monitoring relevant industry trends and issues Participating in local familiarisation tours Observing media Getting on mailing lists COMPLETE ACTIVITY 20 Class Activity – Discussion & Activity Ask general questions: Explain tasks associated with each of these points Complete Activity 20

Evaluate provision of destination information
Importance of evaluating provision of information 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 It is also important to evaluate the methods that you use to provide information to clients Class Activity – Discussion Ask general questions: Why is this important? How will this process differ?

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 Class Activity – Discussion Ask general questions: What other considerations would you have?

Methods used to evaluate methods and effectiveness of provisions Seeking feedback from clients Identifying which methods are preferred by existing clients Identifying deficiencies in information provided Appraising new options Class Activity – Discussion Ask general questions: What information would you wish to gather using each of these methods?

Methods used to evaluate methods and effectiveness of provisions Creating new areas for information provision Assessing methods used by the competition Revising current information provision methods on the basis of feedback and emerging options COMPLETE ACTIVITIES 21 & 22 Class Activity – Discussion & Activities Ask general questions: What information would you wish to gather using each of these methods? Activities 21&22

Confirm sources of destination information
Importance of amending or confirming sources of destination information 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 Class Activity – Discussion Discuss the importance of these points

Identifying suitable sources and suppliers of destination information 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 Class Activity – Discussion Discuss the importance of these points

Identifying suitable sources and suppliers of destination information 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 Class Activity – Discussion Discuss the importance of these points

Monitor destination information inventory
Methods to monitor destination information inventory Assessing completeness, accuracy and currency of the product 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 products and services offered are supported by suitable and sufficient product information inventory Class Activity –Discussion What else can you do. Provide examples of these points.

Request additional allocations 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: What are reasons for additional allocations? What are strategies for handling low levels of destination information inventory? Class Activity –Discussion Discuss questions in the slide.

Remove information from destination information inventory As part of destination inventory management, it is essential that any 'outdated' or inaccurate copies of brochures or information be removed immediately: How can this be achieved? Class Activity –Discussion Discuss questions in the slide.

Methods to remove information Deleting information regarding products 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 product information inventory data Class Activity –Discussion Discuss points in the slide.

Meeting needs of product supplier when removing information 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 Class Activity –Discussion Why is it important to contact suppliers when removing their brochures?

Updating 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: What are reasons for updates and changes? How can they be made to existing brochures? Class Activity –Discussion Discuss questions in the slide.

Update destination information
Reasons for updates Price changes Changes to products and services New packages Updated facilities New attractions Changes in visa requirements New management New awards Stories of interest New agreements with partner organisations Class Activity –Discussion What are other reasons?

Update destination information
Input up-dates and other product information Adding new information as soon as possible Ensuring related hard copy material is removed or amended Updated with new promotional information or pages Amended by removing selected pages Ensuring accuracy of data entry COMPLETE ACTIVITY 23 Class Activity –Discussion & Activity Complete Activity 23

Review presentation of destination information inventory
Hard copy information 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 Class Activity –Discussion What else can you do to manage hard copy materials?

Review presentation of destination information inventory
Electronic information This includes the use of: Internet websites Electronic brochures Social media sites Electronic information templates Class Activity –Discussion What else can you do to manage electronic information?

SOURCE AND PROVIDE DESTINaTION INFORMATION AND ADVICE

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SOURCE AND PROVIDE DESTINaTION INFORMATION AND ADVICE

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