Putting theory into
practice
Practical placement in the
tourism, travel, hospitality
and events industries
A guide for employers
This document is published by:
Service Skills Australia
Level 10, 171 Clarence Street
Sydney, NSW 2000
Phone
Fax
Email
Website
02 8243 1200
02 8243 1299
info@serviceskills.com.au
serviceskills.com.au
Document Version 1.0
DISCLAIMER
This publication is a general reference only designed for adaptation by users. Service Skills Australia
accepts no liability for the accuracy of the information, the opinions expressed and any losses from relying
solely on this publication.
Host Employer Information ............................................................................... 4
How Does a Practical Placement Work? ................................................................................... 4
Roles & Responsibilities in Practical Placement ......................................................................... 5
Special legal considerations? ...................................................................................................... 5
What sort of work can the student do? ...................................................................................... 5
Tools and Tips for Employers ............................................................................ 8
Checklist: Planning a student work program (travel example) .............................................. 9
Checklist: Introducing a student to the workplace ................................................................ 10
Checklist: De-briefing the student ............................................................................................. 11
Student Evaluation ....................................................................................................................... 12
Host Employer Information
Thank you for becoming involved in our Practical Placement Program. Your involvement will provide
students with great exposure to the real world of industry and help them develop the practical skills that
industry needs – by putting theory into practice.
For host employers, practical placement:
 provides access, without obligation, to potential trained employees
 enhances productivity in your industry by making training programs more relevant
 positions your organisation as one which cares about the industry’s future by helping students improve
their skills and increase their employment opportunities
How Does a Practical Placement Work?
Usually a training organisation (TAFE, private college, school etc) has a practical placement coordinator
whose job it is to match students and employers in terms of skills to be acquired and opportunities for
learning in the workplace. There is no set duration for a work placement, thought it is likely that the
training organisation will suggest a period of time suited to the particular course being studied.
The coordinator will contact you to discuss details of the proposed placement, including:
 any special requirements you have before the students starts at your workplace
 the timing of the placement, including starting and finishing times
 the type of work the student will be doing while at your workplace
 who will act as the student’s workplace supervisor
You may also wish to interview the student before the placement starts to make sure that he/she is
appropriate for your organisation.
Roles & Responsibilities in Practical Placement
Practical Placement Coordinator at the Training Organisation or School
 Organises placement with students and employers
 Works with the employer to plan a work program for the student
 Keeps in contact with students and employers during the placement
 De-briefs student and employer at the end of the placement
 Takes responsibility for documentation required by the training organisation
Employer /Workplace Supervisor
 Gives the student an introduction to the workplace
 Takes responsibility for the direction of the student during the placement
 Provides a safe workplace, free from bullying and verbal, physical, racial and sexual abuse
 Meets all legal obligations of the workplace
 Provides opportunities to develop knowledge and skills
 Fills in relevant sections of the student’s workbook, including a student evaluation
 De-briefs the student at the end of the placement
Student
 Obtains consent for practical placement from a parent or guardian, if under 18 years of age
 Acts in a professional and courteous way and respects the rights of other people in the workplace
 Follows the policies and procedures of the host workplace
 Keeps information about the host business confidential unless agreed to by the employer
 Pro-actively seeks to develop skills and knowledge during the placement
 Completes student workbook or other documentation required by the training organisation
 Participates in a de-brief with the employer and practical placement coordinator
Special legal considerations for practical placement?
Of course, all the normal legal obligations that apply to your workplace are still relevant for a Practical
Placement student. An additional consideration is to make sure that your Practical Placement arrangement
meets the requirements of the Fair Work Act 2009 (FW Act).
You can find more detailed information about employer obligations under the FW Act on the following
links.
http://www.fairwork.gov.au/pay/student-placement-and-unpaid-work/pages/default.aspx
http://www.fairwork.gov.au/factsheets/FWO-fact-sheet-Internships-Vocational-Placements-UnpaidWork.pdf
What sort of work can the student do?
This varies greatly depending on the industry sector and your business. In hospitality, a student may
undertake quite a large range of customer service and operational duties during a placement, while in
travel and tourism the scope of activity might be more limited. In Events workplaces, general duties during
around event set up and operation is the most likely scope of work.
What the student does in your organisation really depends on how your business works and what you
need. The college practical placement coordinator will work with you to come up with a work program.
Each student will also have a workbook , where they can record the types of work they’ve done. The
student will ask you to confirm these activities by completing relevant sections of their workbook.
Travel and Tourism
By the time the student begins a practical placement, he or she will usually be nearing the end of a
qualification in Travel or Tourism at Certificate II, III level. This means that they should be able to:





Interact positively with others, both colleagues and customers
Provide routine customer service – face-to-face, on the phone or remotely
Show an understanding of the travel and tourism industry in terms of its structure and operation
Behave in a professional manner
Complete routine administrative tasks typically undertaken in the travel and tourism industry
It is also likely that the student will have learned a range of skills specific to the travel and tourism industry.
Depending on the particular course of study, the student might be able to:







Provide visitor information
Understand and use tourism product information such a brochures, tariff sheets
Use industry terminology properly
Research destinations and products – domestic, international or both
Book supplier services
Provide quotations
Use a computerised reservations system
Of course, they have only practised these skills in a college or school environment, and not in the
workplace. It goes without saying that the majority of organisations will not ‘let students loose’ on their
systems and customers without first being convinced that the student can do the job properly or without a
high level of supervision or. Often that supervision is just not feasible in a busy workplace.
Note that where students are studying at higher levels, their skill levels will be higher.
Events
Work placement students may be undertaking events qualifications at Certificate III or Diploma level. This
means that they should be able to:





Interact positively with others, both colleagues and customers
Provide routine customer service – face-to-face, on the phone or remotely
Show an understanding of the events industry in terms of its structure and operation
Behave in a professional manner
Provide operational assistance across a range of different areas of event operations
o help with registrations
o undertake physical set up activities
o
information provision etc
Hospitality
Students should be ready to undertake a broad range of work activities in many hospitality sectors. In fact,
there is a requirement for practical application of skills as part of many qualifications. While this practical
application is sometimes in facilities run by the training organisation (e.g. training restaurants), often
training organisations will place their students in industry.
Depending on the qualification being studied, students should be able to:
 Interact positively with others, both colleagues and customers
 Provide routine customer service – face-to-face, on the phone or remotely
 Show an understanding of the hospitality industry in terms of its structure and operation
 Behave in a professional manner
 Complete operational duties for the relevant sector:
o front office
o housekeeping
o food and beverage
o kitchen operations and cookery
Tools and Tips for Employers
Checklist: Planning a student work program (travel example)
Things a student might do
Examples
Answer the phone


Answer general enquiry lines
Provide basic information to
callers
Assist a staff member

Research information needed
by a consultant
Prepare sales kits or travel
wallets

Mirror tasks a staff member
might be undertaking

A staff member needs to
research a particular itinerary
or destination – the student
undertakes the same task
Shadow a staff member


Go out with a sales rep
Attend meetings as an
observer
Sit with a reservations agent
and listen in to how calls are
handled
Sit with a travel consultant
and observe the sales process
Shadow people in different
jobs and departments during
the placement



How might this work in our
organisation
Checklist: Introducing a student to the workplace
Treat a student in your workplace as you would a new employee. An induction session will be of great
benefit to both you and the student. You may need to point out things that your experienced staff
members take for granted. Take some time to think about this before the student arrives in your
workplace.
Student Induction Checklist
ITEM TO BE COVERED
Times for starting, finishing and
breaks
Names and roles of key personnel
Location of facilities
Occupational health and safety
practices used in your workplace:
 Any risks or hazards
 Emergency procedures
Treatment of confidential
information
Other information about the
organisation
Overview of what the student will
be doing
NOTES ON INFORMATION TO BE
PROVIDED
COMPLETE
Checklist: De-briefing the student
It doesn’t need to be complex or time-consuming, but making time to de-brief the student at the end of
his/her time with you gives the student a chance to learn from their experience. It may also give you a
completely different perspective on the things happening in your business!
Student De-briefing
Checklist
ITEM TO BE COVERED
Feedback on things the student
did well
Feedback on areas for
improvement
Ask the student about any
observations they have about the
way your business operates
Feedback on what areas of the
industry the student might be
suited to
NOTES ON INFORMATION TO BE
PROVIDED
COMPLETE
Student Evaluation
Employers are asked to complete an evaluation of each student undertaking practical placement. This
evaluation form is included in the Student’s workbook and should be completed in that workbook.
Please circle the number that most closely describes the student’s performance.
Attendance & Punctuality
1
2
3
4
5
Arrives late; leaves early;
absent without reason
Below average
Satisfactory
Always punctual and
rarely absent; puts in
extra time if requested
Always punctual;
excellent attendance;
willing to stay late to get
a task done
Appearance & Presentation
1
2
3
4
5
Poor personal hygiene
and grooming
Appearance, personal
presentation and dress
standards could be
improved
Dress standard, personal
presentation and
appearance are
acceptable
Above average
appearance and
presentation
Takes pride in
appearance and
presentation
Quality of Work (i.e. the care, accuracy and quality standards that the student demonstrates at work)
1
2
3
4
5
Makes a lot of mistakes;
careless; inaccurate
Inconsistent; sometimes
inaccurate and careless
Quality of work is
acceptable
Work is usually of a good
quality
Work is always of high
quality; demonstrated
pride in work
1
2
3
4
5
Uncooperative; negative
towards suggestions
Could be more
cooperative at times
Cooperative; gets on
well with work
colleagues
Works well with others;
creates goodwill
amongst fellow workers
Actively helps others;
takes responsibility and
contributes ideas
Ability to Work with Others
Awareness of OH&S in the Workplace
1
2
3
4
5
Has no regard for safety
to self or others
Basic knowledge of
OH&S but doesn’t often
apply the knowledge
Follows basic safety
requirements; safe
worker
Understands and follows
OH&S requirements
related to work situation
Actively follows OH&S
requirements; identifies
potential hazards
Ability to Follow Instructions and Use Initiative
1
2
3
4
5
Ignores or fails to
understand instructions;
does not pay attention
Often needs instructions
and directions to be
repeated
Generally follows
instructions accurately,
but needs supervision
Works independently
after initial instruction
Inventive; resourceful;
problem solver
Attitude / Motivation towards Work
1
2
3
4
5
Seems uninterested;
lacks respect; often lazy
Works with variable
commitment;
inconsistent effort;
needs pushing at times
Generally a steady
worker who meets
required standards for
the job
Does what is required
well; is prepared to
make extra effort when
requested
Highly motivated; keen;
constantly gives 100%
Communication and Interpersonal Skills (i.e. when communicating on a face-to-face basis with co-workers, customers, etc)
1
2
3
4
5
Poor listener; avoids eye
contact; inarticulate
Communication and
interpersonal skills need
to be improved to meet
workplace standard
Communicates
effectively on most
occasions
Good communication
and people skills
Excellent communication
and people skills; listens
well; articulate