Maintain product information inventory D2.TTA.CL2.12 Trainer welcomes students to class.

Subject elements This unit comprises five Elements: Identify the function of product information inventory in the travel and tourism business Source and interpret products and information for inventory Enter product information onto inventory systems Update product information inventory Supply inventory information Trainer advises this Unit comprises five 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.

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: Identify the function of product information inventory in the travel and tourism business Introduce topic. Class Activity – General Discussion Ask general questions: What is product information? What does product information inventory mean? What is its purpose?

Identify the function of product information inventory in the travel and tourism business Performance Criteria for this Element are: Describe the role of product information inventories List the businesses involved with product information inventories Identify the formats of product information inventories Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Role of product information The tourism industry is one of the largest industries in the world and for many countries is its major economy and employer. Industry 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 information do you need to know that customers may enquire about? Where can you get this information?

Role of product information The idea of obtaining product 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

Product knowledge Importance of product knowledge Developing and maintaining product knowledge is a very important element of providing excellent levels of customer service in the tourism industry. How can you maintain product knowledge? How do you know what information to collect? Class Activity – General Discussion Discuss questions in the slide.

Importance of product information Importance of identifying and accessing product knowledge To demonstrate professionalism To answer routine questions To provide destination information and advice To 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 product information Importance of identifying and accessing product knowledge 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 product information Importance of identifying and accessing product knowledge 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

Product information inventories Role of product information inventories Whilst having product knowledge itself is essential for any tourism operator, in many cases most product knowledge required by staff to help meet the needs of customers will be kept in appropriate 'information systems' that can be accessed by staff when required Class Activity – Questions What types of systems can be used?

Product information inventories Role of product information inventories Providing a readily accessible and current database of information that staff can use in their selling endeavours Optimising the potential for staff to make accurate bookings and sales that best comply with identified client requests Enabling staff to respond professionally to client requests for information COMPLETE ACTIVITY 1 Class Activity – Activity Complete Activity 1

Travel and tourism businesses Identify travel and tourism businesses When compiling product information for your 'product knowledge' data bases, it is essential to identify the different types of businesses in 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.

Travel and tourism businesses 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

Travel and tourism businesses 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

Travel and tourism businesses 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

Travel and tourism businesses 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

Travel and tourism businesses 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

Travel and tourism businesses 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 travelling to an international destination Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Travel and tourism businesses 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

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

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

Travel and tourism businesses Ministries of Tourism 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 Class Activity – Identify businesses for each type of business Identify actual companies for each type of tourism business

Travel and tourism businesses 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

Travel and tourism businesses 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

Travel and tourism businesses 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 2 Class Activity – Identify businesses for each type of business & Activity Identify actual companies for each type of tourism business Complete Activity 2

Formats of product information Identify the formats of product information inventories Before we look at the actual information that can be sourced from the different types of tourism businesses, it is important to consider: The system your organisation will use to 'collect, file and store' product information The types of information we seek from each business The desired format of the information Class Activity – Discuss these points Why is it important to consider these points first?

Formats of product information Identify the formats of product information inventories The overall goal of any product storage system is for staff to provide up-to-date and accurate quotations and advice for your customers by knowing: Where to look for the product information How to interpret the information Who to contact for clarification Present the quotation and advice in professional and understandable terms to your customer Class Activity – Discuss these points How can this be achieved?

Formats of product information Formats of product information inventories Quite simply formats of product information inventories may include: Manual systems Computerised systems Combination of the above Class Activity – Questions What are the benefits of each system? What are examples of each system? What pieces of product information would be kept in each system?

Formats of product information Manual systems Manual systems are information compiled by your organisation, either through the collection of hard or electronic files which are stored methodically in the organisation for further use. What are examples of information stored in: Hard copy format Electronic format Class Activity – List Hard copy & electronic format pieces of product knowledge Provide examples of hard copy & electronic format pieces of product knowledge

Formats of product information Manual systems Brochures, flyers and pamphlets Product manuals Supplier information and sales kits Confidential and general industry tariffs Preferred contracts or agreements Clue cards Fare sheets Industry publications, advices and notices Videos Class Activity – Show copies of product information Trainer to show examples of each type of product information

Formats of product information Manual systems Posters Timetables Atlases and maps Travel literature Travel Guides Newspapers and magazines Internal databases Online product training modules Class Activity – Show copies of product information Trainer to show examples of each type of product information

Formats of product information Computerised systems There are endless systems that can be used to retrieve information from, depending on the exact needs of the client, including but not limited to: Internet websites Computerised Reservation System (CRS) COMPLETE ACTIVITY 3 Class Activity – Demonstrate formats of computerised systems & Activity Trainer to demonstrate formats of computerised systems Complete Activity 3

Element 2: Source and interpret products and information for inventory Introduce topic. Class Activity – General Discussion Ask general questions: What product information do you want to collect? How can you collect it?

Source and interpret products and information for inventory Performance Criteria for this Element are: Identify information that may be entered onto a product information inventory Request businesses to supply required product information Interpret product information received from businesses Review and evaluate product information Obtain additional product information Trainer identifies the Performance Criteria for this Element, as listed on the slide.

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

Identify product information Destination information 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?

Identify product information 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?

Identify product information Local community information Local attractions Shopping and retail areas Events and festivals Eateries Supermarkets Local transport Activities Places of worship 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?

Identify product 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. What information do you need to gather and explain to clients wishing to travel overseas? Class Activity – Question Discuss the question on the slide.

Identify product information 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?

Identify product information 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?

Identify product information Activities What are examples of tourism related activities? Class Activity – Question Discuss the question on the slide.

Identify product information 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 question on the slide.

Identify product information 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?

Identify product information 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.

Identify product information 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.

Identify product information 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?

Identify product information 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?

Identify product information 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?

Identify product information Amenities and services Amenities and services refer to the provision of basic services for travellers including: Toilets 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?

Identify product information Amenities and services Banks and post offices General safety facilities including fire, police emergency services Entertainment Sporting facilities 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?

Identify product information 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?

Identify product information 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?

Identify product information 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?

Identify product information 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?

Identify product information 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?

Identify product information 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?

Identify product information Rail Name of Pass Duration and type of pass Validity dates 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?

Identify product information Travel Documentation Besides having product knowledge on hand about various travel and tourism options that can be provided to clients, it is also essential to have travel related documentation on file as well. Travel documentation will relate to: Non-air documentation Air documentation Class Activity – List types of Non-air & Air documentation What are examples of each?

Identify product information Industry statistics Types of tourism businesses Types and demographics of customers Top destinations Hotel occupancy percentages Reasons for stays Current industry information Destination countries Class Activity – Identify importance of tourism industry statistics Why is it important to gather industry statistics? How can it benefit customers? What information do you seek under each category? How can you gather this information?

Identify product information Industry statistics Departure months Length of stay Type of organisation for the trip Transport mode Accommodation type Expenditure Popular tourist attractions COMPLETE ACTIVITY 4 Class Activity – Identify importance of tourism industry statistics & Activity Why is it important to gather industry statistics? How can it benefit customers? What information do you seek under each category? How can you gather this information? Complete Activity 4

Requesting product information Requesting product information from tourism businesses Once you have identified the types of tourism businesses and their product and service information in which you wish to gather, it is now time to contact them and request information which you can add to your product information inventory Class Activity – Discussion Is this easy? Do tourism organisations want to provide product information easily? How can you gather product information? What considerations are there?

Requesting product information Objectives when contacting tourism businesses Making contact with tourism businesses Introducing your business to the organisation Identify if the tourism business 'fits' your company profile or image Gain an understanding of the tourism products and services they provide Class Activity – Discussion How can you achieve these objectives? What are they important?

Requesting product information Objectives when contacting tourism businesses Understand their 'promotional message' and how to promote their products and services Discuss contractual agreements and terms and conditions for working together Requesting product information Class Activity – Discussion How can you achieve these objectives? What are they important?

Requesting product information Making contact with tourism businesses Telephoning targeted businesses Making face-to-face requests of sales staff that visit the office Making e-mail requests Registering to receive information, newsletters and up-dates. Class Activity – Discussion How else can you contact tourism businesses? Which is the most common method and why?

Requesting product information Introducing your business to the organisation Name of company Location Licence Number Key contacts Products and services provided Identification of clients Competitive advantages of your organisation What you are seeking in a partnership Class Activity – Discussion Why is it important to introduce your organisation?

Requesting product information Identify if the tourism business 'fits' your company profile or image For any successful partnership to take place, both companies must work with companies that match or reflect their own image and vision When companies work together, the practices of one of the businesses will impact on the brand of the other The key is to provide mutual benefit Class Activity – Discussion Why is it important to have a ‘fit’?

Requesting product information Gain an understanding of the tourism products and services they provide One of the most important aspects of contacting a tour company is to gain an understanding of what they can offer to your client. Identify key features and benefits Ask questions Arrange familiarisations Class Activity – Discussion What else can you do to gain a ‘better understanding’ of a tourism business?

Requesting product information Understand their 'promotional message' and how to promote their products and services Identify their promotional activities Identify their special offers Class Activity – Discussion How can you gather information relating to ‘current’ promotional activities and special offers

Requesting product information Discuss contractual agreements and terms and conditions for working together Commercial agreements Contract of sale Contract rates Incentives Bookings, confirmation and conditions Class Activity – Discussion What other contractual agreement points may need to be negotiated?

Requesting product information Once all necessary arrangements have been made it is now time to request product information. Try to make the formats selected the most 'user friendly' and cost effective Brochures are one of the most commonly requested formats of product information COMPLETE ACTIVITY 5 Class Activity – Discussion & Activity What is the best way to get product information from overseas tourism organisations? Complete Activity 5

Interpret product information Need to interpret product information Once you have received the product information from tourism organisations it is now time to interpret what has been received. Why is this important? What should be interpreted? How can you interpret information? Class Activity – Discussion Discuss questions in the slide.

Interpret product information Purpose of interpreting product information This serves a number of purposes including: Gaining further understanding of their offering Identifying any questions you may have Identify the key selling points in which you may convey to clients Class Activity – Discussion Provide personal experiences relating to the need to interpret information.

Interpret product information Methods to interpret product information Understanding resources, including interpreting codes, abbreviations, acronyms and individual supplier terminology Converting currencies Interpreting terms and conditions Understanding limitations and elements of products and services, especially packages and deals Identifying fees and charges Class Activity – Discussion What other methods can be used?

Interpret product information Interpreting codes, abbreviations and terminology Phonetic alphabet The 24-hour clock Airport city codes Airline codes COMPLETE ACTIVITIES 6&7 Class Activity – Discussion & Review codes, abbreviations and terminology Review the codes, abbreviations and terminology in the TM Complete Activities 6&7

Interpret product information Interpreting codes, abbreviations and terminology Cruise ship terminology Tours terminology Car hire terminology Rail travel terminology Accommodation terminology Insurance terminology Class Activity – Discussion & Review codes, abbreviations and terminology Review the codes, abbreviations and terminology in the TM

Interpret product information Travel related costs Destinations and duration of travel Standard of product or service Rates Costs and tariffs Inclusions Class Activity – Discussion costs What information would you seek from each of these points?

Interpret product information Travel related costs Specials Packages Discounts Peak and low season rates Premiums Commissions and group rates Class Activity – Discuss costs What information would you seek from each of these points?

Interpret product information Travel requirements Entry Passport Visas Vaccination information services Warnings Advisory bulletins Customs information Finance Travel insurance Class Activity – Discuss travel requirements What information would you seek from each of these points?

Interpret product information Booking conditions How to book – who to contact Amount of deposit required Prices and validity Assumption of risk Exclusion of liability Payment deadline Ticketing deadline Class Activity – Discuss booking conditions What information would you seek from each of these points?

Interpret product information Booking conditions Extension ticketing deadline Cancellation by the supplier Force Majeure Cancellation by the travel agent Cancellation charges Availability of any type of change to booking Class Activity – Discuss booking conditions What information would you seek from each of these points?

Interpret product information Booking conditions Availability of changes to class of booking Types of booking amendments Amendment fees Complaints Authority of suppliers and tour leaders Baggage allowance Class Activity – Discuss booking conditions What information would you seek from each of these points?

Interpret product information Booking conditions Excess baggage charges Health, fitness and age limits Publicity Privacy Governing law Class Activity – Discuss booking conditions What information would you seek from each of these points?

Review product information Review and evaluate product information Assessing currency of the information provided Determining degree of usefulness of the information Identifying new information that is needed to supplement existing product information Considering the applicability of information to client queries and needs Judging accuracy and honesty of the information provided by suppliers. COMPLETE ACTIVITY 8 Class Activity – Discuss need to review and evaluate product information What information would you seek from each of these points? Complete Activity 8

Obtain additional product information Need to obtain additional product information Whilst tourism businesses will provide the majority of information in which you may need to accurately inform clients of possible products and services provided by a range of suppliers, at times you may be required to obtain additional product information Class Activity – Discuss Why? What are the causes for acquiring additional product information

Obtain additional product information Need to obtain additional product information This may result from: Direct questions from potential customers Questions from potential customers Points raised by tourism staff requiring clarification Additional information regarding a location which is not detailed in individual company's materials Class Activity – Discuss need to obtain additional product information What are other reasons for acquiring additional product information? How can you acquire additional information?

Obtain additional product information Methods to obtain additional product information Making telephone calls Sending e-mails Internet research Interrogation of the internal database Asking network of contacts Subscribing to industry magazines, newsletters, updates Class Activity – Discuss benefits of these methods What are the benefits for each of these methods?

Obtain additional product information Sources of additional product information To date, we have explored the methods involved in collecting product information directly from tourism related businesses In this section we will look at other useful sources of information which can be used to expand and enhance the current product knowledge you have acquired Class Activity – List sources of additional product information Identify different sources.

Obtain additional product information Sources of additional product information Colleagues, supervisors and managers Representatives Developing your own industry network Networking with industry colleagues Conferences and seminars Information services Computerised information systems Class Activity – Discuss sources of additional product information What are the benefits of getting information from these sources? What types of information can you get?

Obtain additional product information Sources of additional product information Accommodation guides Travel publications TV programs Educationals / familiarisations Product launches Trade shows Local community information COMPLETE ACTIVITY 9 Class Activity – Discuss sources of additional product information What are the benefits of getting information from these sources? What types of information can you get? Complete Activity 9

Element 3: Enter product information onto inventory systems Introduce topic. Class Activity – General Discussion Ask general questions: How can you enter product information onto inventory systems? Which is the most commonly used method and why?

Enter product information onto inventory systems Performance Criteria for this Element are: Load data onto the product information inventory system in accordance with host enterprise policies and procedures Verify completeness, accuracy and currency of information entered onto the product information inventory Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Load information into inventory system Load data onto the product information inventory system Once the relevant product information has been sourced, reviewed and evaluated, it must be filed for future use as deemed most appropriate by the enterprise and in-keeping with any relevant policies and procedures. Class Activity – Discuss How can information be stored / filed?

Load information into inventory system Every tourism operator will have their own method of filing and storing information Every office will have a system of filing all information so that it is easy to retrieve Class Activity – Discuss Discuss importance of having appropriate inventory storage system

Load information into inventory system Options for storing product information As previously mentioned the product information inventory systems may be: Manual filing systems Computerised systems Combination of the above Class Activity – Discuss Provide examples of each systems

Load information into inventory system Loading product information considerations Timing of data entry and up-dates, including update schedules Authorities to enter data, including designation of individuals and positions within the business Identification of specific data that must and must not be entered onto the system Complying with operational requirements of the data system Version controls to note dates material was last edited/up-dated. Class Activity – Discuss Discuss importance of these considerations?

Load information into inventory system Manual filing systems Public area displays Back of house storage areas Filing cabinets Suspension files Personal information manual Contact details of tourism businesses COMPLETE ACTIVITY 10 Class Activity – Discussion & Activity Discuss how these systems can be managed and maintained Complete Activity 10

Load information into inventory system 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.

Load information into inventory system Global Distribution Systems The major GDS systems include: Travelport (Galileo, & Apollo) Travelport (Worldspan) Amadeus Sabre COMPLETE ACTIVITY 11 Class Activity –Activity Complete Activity 11

Load information into inventory system Policies and procedures All tourism organisations will have a range of policies and procedures relating to the way in which product information will be managed. In summary: A policy is a rule or statement A procedure is a step by step instruction on how a specific incident or activity should be conducted Class Activity –Discussion What are examples of policies and procedures that apply to the management of product information inventory?

Verify information accuracy Verify completeness, accuracy and currency of information It is of vital importance that the information you provide to your customer is: Accurate Readily understood by the customer Provided in a timely manner Provided in an appropriate format and style Provided in an appropriate depth and scope Class Activity –Discussion How can you achieve each of these points?

Verify information accuracy Methods to ensure accuracy of 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 12 Class Activity –Discussion & Activity What else can you do? Complete Activity 12

Element 4: Update product information inventory Introduce topic. Class Activity – General Discussion Ask general questions: What are your objectives in managing product information inventory?

Update product information inventory Performance Criteria for this Element are: Monitor product information inventory Request additional allocations Remove information from product information inventory Input up-dates and other product information changes as they arrive Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Update information inventory Monitor product information inventory Given that the role of tourism staff is to provide information to clients it is essential that the information provided remains current and accurate Whilst it is essential that any information collected and used for analysis be relevant and current, it is also important to ensure that information inventories are up- to-date Class Activity –Discussion How can you do this? Why is it important?

Update information inventory Methods to monitor product 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.

Update information inventory Monitor current issues Attend all meetings that you are required to attend Read the memos Monitor the media Fine tune your own personal radar Form your own informed opinion Talk to supervisors and management Talk to customers Read the newsletters and updates COMPLETE ACTIVITY 13 Class Activity –Discussion & Activity Why is it important to keep up to date with current industry issues? Complete Activity 13

Update information inventory 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 product information inventory? Class Activity –Discussion Discuss questions in the slide.

Update information inventory Remove information from product information inventory As part of product 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.

Update information inventory 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.

Update information inventory 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?

Input up-dates and changes Updating 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.

Input up-dates and changes 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?

Input up-dates and changes 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 14 Class Activity –Discussion & Activity Complete Activity 14

Element 5: Supply inventory information Introduce topic. Class Activity – General Discussion Ask general questions: How can you supply information to staff?

Supply inventory information Performance Criteria for this Element are: Identify internal personnel to whom product inventory information advice may be provided Identify frequency with which product inventory information advice may be provided Prepare and distribute reports and product information to internal personnel Provide assistance to internal personnel Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Supply inventory information Input up-dates and other product information Now that the product information inventory is complete and up to date, it is vital that any staff members who will be using this information to help clients is well versed in: Its location Access Use Class Activity –Discussion What are considerations for each of these points?

Supply inventory information Considerations when supplying product information Before we determine what information needs to be communicated to internal personnel it is vital to: Identify internal personnel needing access to product information inventories Identify their role in the management of product information inventories Identify frequency in which product information inventory is to be communicated Class Activity –Discussion What are considerations for each of these points?

Supply inventory information Identify internal personnel Head office Managers, supervisors and owners Sales staff, including counter-staff, ticketing officers and other client-contact staff Marketing department Accounting department, including individual responsible for price setting Class Activity –Discussion What information do each of these people need and why?

Supply inventory information Identify roles in the management of product information inventories The roles may include updating information relating to: Categories of tourism businesses Geographical locations Formats of product information Current industry trends, announcements Visa and travel updates COMPLETE ACTIVITY 15 Class Activity –Discussion & Activity Provide examples of how roles and responsibilities of managing product information inventories may be allocated in a tourism business. Complete Activity 15

Identify communication frequency Identify frequency for communicating information Whilst new product information may appear each and every day, there will normally be designated times in which to: Pass this information on to staff Informs staff of the key aspects of the information Provide advice how this information can be used to the benefit of the client Class Activity –Discussion What may impact on this?

Identify communication frequency Identify frequency in which product information inventory is to be communicated The frequency for the communication of product information will take into consideration: Prepared schedules for disseminating internal information, including staff briefings, schedules staff meetings and management meetings Complying with immediate demand where no prior notice exists Class Activity –Discussion Provide examples of scheduled communication of information Why causes immediate demand to communicate information?

Communicate information Importance of communicating product information It is vital that all necessary procedures, guidelines and information developed for the maintenance and use of product information inventory are communicated to those who are providing information to clients Class Activity –Discussion How can this be done?

Communicate information Importance of communicating product information The type of communication used must ensure that all the necessary people who will be impacted: Know about it Understand their role Understand how product information inventory will be used Class Activity –Discussion Why is this important?

Communicate information Prepare reports There is a wide selection of reports that management and staff can look at that will provide valuable information in regards to product knowledge What is the purpose of reports? What types of reports can be prepared? What information is contained within these reports? Who needs these reports? Class Activity –Discussion Discuss questions in the slide.

Communicate information Methods to communicate information Formal meetings SOP's Staff briefings at the start and end of shifts One-on-one or group discussions Training sessions Informal communication during a shift Discussing new product information when it arrives Presentation by suppliers Youtube clips and videos Class Activity –Discussion When would each of these methods be the most appropriate? What other methods can be used?

Communicate information Information to communicate Guidelines for the management and use of product information inventory Procedures for the use and explanation of information New products and services on the market Review of new formats of information arriving at the store Key pieces of information in new products and services to be communicated to clients Specific examples of good or bad service provided by suppliers Class Activity –Discussion Provide examples of information to be communicated for each of these points.

Communicate information Information to communicate Changes to prices of products and services Changes to products Changes to promotions New information relating to travel Changes to booking protocols Class Activity –Discussion Provide examples of information to be communicated for each of these points.

Providing assistance Providing assistance Even when information is communicated about new or changes to existing products information inventory, at times staff will need further assistance to ensure the information is used in the best available manner. What are reasons for providing assistance? Class Activity –Discussion Discuss question in the slide.

Providing assistance Types of assistance Providing information as required Clarifying information and information that is potentially conflicting Explaining how to present information to clients Making recommendations Verifying information sourced by staff COMPLETE ACTIVITY 16 Class Activity –Discussion What other assistance can be provided? Complete Activity 16.