Part A: Project Scenario

You work in a travel agency in Sydney specialized in corporate travel. You have been approached by a firm to organised a conference for 14 people starting on the 1st of November this year, for 3 nights in Sydney. They will be arriving from Singapore.

You will need to prepare a quote for the return airfare, 3 nights’ accommodation in any Sydney 5-star hotel based on single rooms, conference room and facilities for 14 people. They will also require airport transfers in both directions in Sydney.

On the hotel website check to see if there are group rates, you should also research about a conference room to accommodate 14 delegates for the duration of the conference as well as airport transfers. In some hotels they offer conference packages including these 3 elements (individual rooms, conference facilities and transfers).

The quote for the airfare must include an economy class option for 7 delegates, and a business class for the other 7 delegates, inclusive of all taxes/charges. Use the airlines websites to obtain current fares, however be aware that you should not use low cost airlines like Jetstar since it is not appropriate for business travellers.

TASKS

1. Research on line the cost and availability according to the client preferences, in order to test your planning and organising skills to promptly source and provide customer information Calculate gross, net and commission on the total package. The commissions on the booking are: Airfare 5%, Accommodation and transfers 10% SITTTSL202 Elem: 1.1-1.2-1.3-2.1-2.2-2.3-2.4 SITTTSL303 Elem: 1.1-1.2-1.3-2.1-2.2-2.3-2.4-2.5-2.6-3.1-3.2-3.5-4.4

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2. Prepare for the client a quotation following the template on the next page. Please go to the website and fill in the gaps with the information obtained on your research. Remember that your quotation must include these7 points:

• full contact details of your business
• overall price
• breakdown of the components of the price, indicating what is covered and what is not
• period the quotation is valid for
• schedule for when the services will be delivered
• payment terms or schedule
• terms and conditions of the quotation

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3. Write a sales email giving the customer a summary of the most relevant information about your proposed conference package. Follow standards set out in the email writing document available in elearning, please see an extract on the following page. Attach your quotation to this email and print both for submission.

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4. Amend the quote: due to currency fluctuation you need to increase all prices a 5%. You don’t need to make any changes to your original quote but just all amounts increased by a 5%. You don’t need to write an email with this new quote.

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5. Compose a follow up after sales email to build a long term relationship between the customer and your agency once the conference is over. For this email please use a large print format since you have been told that the person you are writing to has a visual impairment. Follow standards set out in the email writing document available in elearning, please see an extract on the following page. Submit a print out.

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All in all you need to produce 5 documents: Calculations: gross, net and commission

2 emails (addressed to your trainer as your customer)

2 quotes (original and amended one)

Part B:Project Scenario

You work for a day tour company in Sydney. You have been asked to conduct a 3-hour tour of The Rocks for 10 students from Tokyo University in the morning and then a group of 10 Dubai business men in the afternoon. During the tours your supervisor notices that many of them are not really listening to you or have a blank look on their faces. You realize that some of them do not understand what you are saying.

Tasks: Explain to your supervisor what you would do in the future to enhance your communication in a similar scenario. (Min 1 page type font 11 required)

Tasks:

1. 1. What are the communication barriers, both external and internal, given these specific two groups and also include how your current level of English as the tour guide could affect the groups?

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2. What Verbal, Visual & Written forms of communication you will use? You should consider social and cultural differences in both verbal and non-verbal communication SITXCCS303 Elem:1.1-1.2-1.3-1.4-1.5-1.6-2.1-2.2-2.3-3.1-3.2-3.3-3.4-3.5-4.1-4.2-4.3-4.4-4.5-4.6-5.1-5.2

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3. 3. What cultural considerations you should take into account? Make efforts to resolve misunderstandings, including social and cultural consideratio How will you greet them, how will you adapt your body language to each group?

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4. 4. Advise your supervisor what tools and technology could be made available to our guides prior to meeting a specific group in order to test your teamwork skills when sharing information about this specific product. What feedback and follow-up methods should be considered?

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5. 5. Role play: Each student will take turns playing the tour guide role for 5 minutes twice in a simulated scenario. 2 role plays, 5 minutes ea

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

5 minutes role play student -student group as tour guide – customers (the rest of the class will act as one of the groups outlined in the above case study). 5 minutes role play student-trainer as tour guide –senior tour guide.

Role play 1: Student -student group as tour guide – customers

You need to gather information from a group of customer who are going on a tour on The Rocks with you as a tour guide.

Each student will take turns playing one of the roles for 5 minutes. Customers and tour guide designated by your trainer, will role play in a simulated tour scenario using the flyers available in the classroom.

In your role play, you must question your customers to find out their preferences and special requirements using both open and closed questions as well as select appropriate verbal and non-verbal language for your specific group. You will also suggest alternative products when their desired product is not available and resolve any complaints.

Role play 2: Student-trainer as tour guide –senior tour guide.

Once you have completed the previous role play, your will then role play for 5 minutes with your trainer who will act as a colleague. Seek advice from your trainer about products offered while on the tour, and then question your trainer as if a supplier to find out more product details. Your trainer will ask you a question to convert a 2400 times into a pm time.

For satisfactory results, the student will be able to demonstrate assertiveness, active listening, non-verbal communication and other appropriate communication skills to complete this scenario. Your trainer will assess you on the checklist that you will be observed against, which is on page 11.

Cue card for students acting as the group of customers:

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

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

1. The trainer will tell you what group you are either the Japanese students or the Dubai business man so you will behave accordingly
2. You will wait for the tour guide to approach you, greet you (culturally appropriate) and introduce him/herself.
3. Student one will ask questions about the tour, attractions seen and products offered during the tour.
4. Student two will request a special service such as a vegetarian meal for your lunch.
5. Student three will make a complaint such as not having flyers in your own language.

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

Part C:   Project Scenario

C.1  Future Travel Agents

Become a Captain Cook Cruises accredited agent!

Increase your skills, product knowledge and sales, gain access to exclusive marketing opportunities and industry fares, receive a certificate of completion and make yourself more marketable in the job market.

Accreditation Program

Welcome to the Captain Cook Cruises Accreditation Program

What is it?

• A self-training program on Captain Cook Cruises
• 2 training modules covering Sydney Harbour and the Murray River South Australia
• Easy sign in and sign out method so you can come back and finish the program when convenient

How long will it take?

• As little as 45 minutes per module, including reading the module and completing an exam consisting of 10 questions for module
• It is not compulsory to complete all modules at once
• A pass mark of 90% is required

ACCREDITATION PROGRAM

Once you have completed your registration (by clicking on ‘done’), you will receive an email containing a personal link to the Accreditation Program Information and Exam.

Please save this email, as should you wish to pause during the Exam and return at a later stage, you will need to log on again using this personal link to complete the process.

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

Click on: For travel agents (on the middle section just underneath the big photo) Click on:  Start your journey now!

Click on:  Begin Program

To register, please provide your details:

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

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

All you need to do is open the email you provided on the form (you can use your personal email if you prefer instead of the school one) and start the modules.

Once module one is completed you will need to complete a new form for module 2 and a new email with a second link will be sent to you.

In less than a couple of days your certificate will be sent to your email as an attachment which you can print in colour to add to your resume!

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C.2.

Today one of your customers from your morning tour fell over due to the uneven ground entering The Rocks Discovery Museum. The person sustained a bruise on his forehead; you brought them an ice pack. You have been asked to complete all sections of the following incident report including recommendations for the future as part of your company’s WHS policy in order to follow organisational security and emergency procedures.

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