- Teacher: Upender Batar
- Teacher: Michael Corbino
- Teacher: Francisco Lai
- Teacher: Jinto Mani
This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service.
The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions.
This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small, medium or large organisation.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
- Teacher: Upender Batar
- Teacher: Jinto Mani
This unit describes the performance outcomes, skills and knowledge required to identify and manage legal risks and comply with laws applicable to specific business operations. It requires the ability to identify legal risks, access and interpret regulatory information, and determine action required to manage legal risks and to comply with applicable laws.
The unit applies to legal issues arising in day-to-day business operations in all tourism, travel, hospitality and event sectors.
It applies to senior personnel who operate with limited guidance from others and who are responsible for making a range of operational business and legal risk management decisions.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
- Teacher: Upender Batar
- Teacher: Jinto Mani
This unit describes the performance outcomes, skills and knowledge required to identify and manage legal risks and comply with laws applicable to specific business operations. It requires the ability to identify legal risks, access and interpret regulatory information, and determine action required to manage legal risks and to comply with applicable laws.
The unit applies to legal issues arising in day-to-day business operations in all tourism, travel, hospitality and event sectors.
It applies to senior personnel who operate with limited guidance from others and who are responsible for making a range of operational business and legal risk management decisions.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
- Teacher: Upender Batar
- Teacher: Jinto Mani
This unit describes the performance outcomes, skills and knowledge required to analyse financial and other business information to prepare and monitor budgets. It requires the ability to draft and negotiate budgets, identify deviations, and manage the delivery of successful budgetary performance.
The unit applies to all tourism, travel, hospitality and event sectors. The budget may be for an entire organisation, for a department or for a particular project or activity.
It applies to senior personnel who operate independently or with limited guidance from others and who are responsible for making a range of financial management decisions.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
- Teacher: Upender Batar
- Teacher: Jinto Mani
This unit describes the performance outcomes, skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations and take responsibility for resolving complaints.
The unit applies to those who deal directly with customers on a daily basis and who operate independently or with limited guidance from others. It includes senior frontline sales personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences.
- Teacher: Upender Batar
- Teacher: Jinto Mani
This unit describes the performance outcomes, skills and knowledge required to implement predetermined work health, safety and security practices designed, at management level, to ensure a safe workplace. It requires the ability to monitor safe work practices and coordinate consultative arrangements, risk assessments, work health and safety training, and the maintenance of records.
The unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation.
It applies to those people who operate independently or with limited guidance from others. This includes supervisors and departmental managers.
This unit incorporates the requirement, under state and territory work health and safety (WHS) legislation, for businesses to take a systematic approach to managing the safety of their workers and anyone else in the workplace.
- Teacher: Upender Batar
- Teacher: Jinto Mani