Putting theory into
practice
Practical placement in the
tourism, travel, hospitality and
events industries
Student workbook
Student Name:
Registered Training Organisation Name:
Employer Name:
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.
2
Making the most of your practical placement ........................................... 4
Roles & Responsibilities in Practical Placement ........................................... 5
Work diary ........................................................................................................... 6
Specific skills and knowledge to develop during practical placement . 7
Building communication and administration skills..................................................................... 8
Customer service skills in the workplace ................................................................................... 10
Developing your knowledge of the travel and tourism industry ........................................... 12
Evaluation ......................................................................................................... 13
3
Making the most of your practical placement
This workbook is designed to help you make the most of your practical placement in industry. Most likely
your placement has been organised by the practical placement coordinator at your school or college.
Complete this workbook as a record of your experience. It becomes part of your course work and
contributes to your final assessment. You must return the workbook to your coordinator at the end of your
practical placement.
Exactly what you do on your individual placement will vary depending on your course and the type of
organisation you are working with. But in essence, a practical placement provides you with a great
opportunity to:






watch and learn from industry professionals at work
put things you’ve learned in the classroom into practice in the workplace
get a much better sense of how the industry really works
become familiar with employer expectations and business realities
improve your employment opportunities based on the experience you gain
create first contact with potential future employers
4
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
5
Work diary
Please complete this diary for each day you are on practical placement, and get your workplace supervisor
to confirm the types of activities you have completed each day.
Date
Summary of day’s
work activities
What I learned? What I
did well? What could I
improve on?
6
Workplace Supervisor
confirmation and notes
Training Organisation
notes about links to units
of competency
Specific skills and knowledge to develop during
practical placement
To some extent, what you learn and have the opportunity to practise develop during practical placement
will depend on where you are working, but there are some skills that are relevant to every business in the
travel, tourism, hospitality and events industries. In all workplaces you are likely to have the opportunity to:



Develop your communication skills by working with others
Use your customer service skills
Gain familiarity with how the industry really works
The next few pages of this workbook focus on the key areas listed above:


Answer the questions on each key area
Take the opportunity during your placement to both observe and practise these skills – and then
provide your comments in each of the checklists
Practical placement is your opportunity to learn and do as much as you can to support your future
employment prospects.
7
Building communication and administration skills
(links to units BSBCMM201A Communicate in the workplace)
Answer the following questions about communication in your host workplace:
1. What have you observed about the way that people communicate and work together in your host
organisation? What do you think works well and why?
2. How is workplace information shared between people? What sort of policies, procedures and style
requirements apply to written information? Does the organisation have a style guide for all its
communications to customers?
3. What are sorts of legislation and codes of practice affect communication in any business context, and
what must individuals be aware of in relation to:
anti-discrimination:
working ethically:
codes of practice:
privacy:
occupational health and safety (OHS):
8
Communication in the Workplace
When you have the opportunity, observe the way that
What are your comments and
communication actually happens in the workplace; even better,
questions?
check your own performance against the list below.
1.
Gather, convey and
receive information and
ideas
2.
Complete workplace
documentation and
correspondence
3.
Communicate in a way
that responds positively
to individual differences
1.1 Collect information to achieve work
responsibilities from appropriate
sources
1.2 Use method/s and/or equipment to
communicate appropriate ideas and
information to the audience
1.3 Use effective listening and speaking
skills in verbal communication
1.4 Seek input from internal and
external sources to develop and
refine new ideas and approaches
1.5 Respond to instructions or enquiries
promptly and in accordance with
organisational requirements
2.1 Present written information and
ideas in clear and concise language
to ensure the intended meaning of
correspondence is understood by
recipient
2.2 Draft and present correspondence
within designated time lines
2.3 Ensure presentation of written
information meets organisational
standards of style, format and
accuracy
2.4. Complete workplace forms and
documentation in a clear, concise
and easy to read format
3.1. Value all individuals and treat them
with respect, courtesy and
sensitivity
3.2. Take into consideration cultural
differences in all verbal and nonverbal communication
3.3. Use communication to develop and
maintain positive relationships,
mutual trust and confidence
3.4. Make efforts to use basic strategies
to overcome language barriers
3.5. Ensure that behaviour is consistent
with legislative requirements,
enterprise guidelines and/or social
protocols
9
Customer service skills in the workplace
(links to unit SITXCCS303A Provide service to customers)
Answer the following questions about customer service in your host organisation:
1. What do you think made for good customer service in your host organisation? What sort of techniques
are people using to make sure they are providing quality service?
2. What sort of customer service standards and procedures are in place at your host organisation, and
how do these work in practice? What are the requirements around:
Communicating with customers
Personal presentation:
Customer response times:
Dealing with customers with special service needs:
Handling complaints:
3. What do you think are the main challenges of actually putting what you know about customer service
into action in the workplace?
10
Customer Service in Action
When you have the opportunity, observe the way that customer
service actually happens in the workplace; even better, check your
own performance against the list below.
1.
Communicate
with internal
and external
customers.
2.
Deliver service
according to
defined
standards
3.
Provide service
to customers.
4.
Respond to
customer
complaints.
5.
Provide
internal
feedback on
customer
service
practices
1.1. Communicate with customers in a polite,
professional and friendly manner within
designated response times.
1.2. Use appropriate language and tone in both
written and spoken communication.
1.3. Use appropriate non-verbal communication.
1.4. Observe and respond to non-verbal
communication of customers.
1.5. Use active listening and questioning to
facilitate effective two-way communication.
1.6. Select a medium of communication
appropriate for the audience and situation.
2.1. Practise high standards of personal
presentation according to organisation
requirements.
2.2. Follow the organisation's customer service
policies and procedures.
2.3. Adhere to the professional standards
expected of service industry personnel.
3.1. Establish rapport with the customer to
promote goodwill and trust during service
delivery.
3.2. Identify customer needs and expectations,
including customers with special needs.
3.3. Promptly meet all reasonable customer
needs and requests.
3.4. Identify and anticipate operational problems
and take action to minimise the effect on
customer satisfaction.
3.5. Recognise and act upon opportunities to
deliver additional levels of service beyond the
customer’s immediate request.
4.1. Proactively recognise customer
dissatisfaction and take swift action to avoid
escalation to a complaint.
4.2. Respond to customer complaints positively,
sensitively and politely.
4.3. Seek solutions by consulting the customer.
4.4. Resolve complaints according to individual
empowerment and organisation policy
4.5. Refer complex service issues to a higher-level
staff member for action.
4.6. Maintain a positive and cooperative manner
at all times.
5.1. Provide ongoing internal feedback on service
practices, policies and procedures, and
suggest improvements.
5.2. Identify individual and recurring complaints
and provide internal feedback to avoid future
occurrence.
11
What are your comments and
questions?
Developing your industry knowledge
(links to unit SITTIND201 Source information on the tourism industry, SITHIND201 Source information on the
hospitality industry, SITXEVT301 Access information on event operations)
Answer the following questions about your host organisation and its place in the travel and tourism
industry:
1. Where does your host organisation fit in the industry? Who are its customers and who are its
suppliers?
2. What are the typical job roles in your host organisation? Please list at least 3 job roles and briefly
outline what each of these people does
3. What are the main industry associations that exist in the sector of the industry in which your host
organisation operates? What do they do? How does the host organisation interact with those
associations?
4. What technologies are used in your host organisation for different areas of operation – sales and
marketing, reservations, operations, financial management etc
5. There are a number of laws that impact on different sectors of the industry. Which are the main ones
that affect the operation of your host organisation? How is this evident in day-to-day operations?
12
Evaluation
Please ensure that your workplace supervisor completes the following evaluation before you return your
workbook to your practical placement coordinator.
Employers - 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
to achieve agreed
outcomes; 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
13
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