Develop and Update Local Knowledge: D1.HRS - CL1.06 D1.HOT - CL1.09 D2.TTA - CL2.11 Trainee Manual
Develop and Update Local Knowledge: D1.HRS - CL1.06 D1.HOT - CL1.09 D2.TTA - CL2.11 Trainee Manual
Develop and Update Local Knowledge: D1.HRS - CL1.06 D1.HOT - CL1.09 D2.TTA - CL2.11 Trainee Manual
D1.HRS.CL1.06
D1.HOT.CL1.09
D2.TTA.CL2.11
Trainee Manual
Develop and update local
knowledge
D1.HRS.CL1.06
D1.HOT.CL1.09
D2.TTA.CL2.11
Trainee Manual
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Trainee Manual
Develop and update local knowledge
Project Base
Acknowledgements
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Develop and update local knowledge
Table of contents
Glossary ............................................................................................................................................. 5
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Develop and update local knowledge
Unit descriptor
Unit descriptor
Develop and update local knowledge
This unit deals with the skills and knowledge required to Develop and update local
knowledge in a range of settings within the hotel and travel industries workplace context.
Unit Code:
D1.HRS.CL1.06
D1.HOT.CL1.09
D2.TTA.CL2.11
Nominal Hours:
30 hours
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Develop and update local knowledge
Unit descriptor
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Develop and update local knowledge
Assessment matrix
Assessment matrix
Showing mapping of Performance Criteria against Work Projects, Written
Questions and Oral Questions
3.1 Provide accurate local tourism information in 3.1 18, 19, 20, 8
response to queries 21
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Assessment matrix
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Glossary
Glossary
Term Explanation
IT Information Technology
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Glossary
Term Explanation
Local attractions Natural or man-made sites that visitors may want to visit
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Element 1: Develop local knowledge
Element 1:
Develop local knowledge
1.1 Identify and access sources for information on
the local area, correctly
Introduction
Industry and product knowledge are vital pre-requisites
for effective performance within the industry.
This section identifies where information can be
obtained enabling you to develop local knowledge that
can be passed on to customers/guests.
Information topics
When developing local knowledge you should aim to capture information on the following:
General information on the tourism industry
Local tourism destinations, facilities and infrastructure
Tourism products including tourism services, facilities and rates
Environmental issues including eco-tourism
Local attractions, tours, events and places of interest
Local customs. This can include information about what visitors should not say or do,
and information about local food and drinks.
Section 1.2 will provide more details on what should be obtained for each of the above.
There are many sources of information available to help you develop your local
knowledge.
Some of these sources are generic in nature and others are specific to one industry
and/or to a specific industry sector.
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Some centres even have a theatre facility where tourists can usually view free of charge a
video about the local area. The people you send there will appreciate you providing them
with this sort of advice and genuine 'local knowledge'.
Get involved
Finally, you and your venue should get involved.
This means ensuring your establishment belongs to the local 'tourism promotion' board, or
whatever the local equivalent is.
You and your premises should support local events (perhaps by contributing a night's
accommodation, or a meal), and you or one of your staff should
attend local events and happenings such as new product launches,
local initiatives, local openings and local functions in general.
Not only does doing this keep you abreast of what's happening but
it helps to keep you up to date with what is happening and keeps
your organisation in everyone's mind (by virtue of the 'in sight, in
mind' principle) thus helping to make your organization a good
corporate citizen too.
Written material
There are numerous examples of written material available
to access local knowledge and information:
Reference books on the country, region or specific
aspects of the country (such as its flora and fauna, its
history and customs, famous people, trade
details, plans for the area/country)
Trade magazines which may be purchased
from newsagents or obtained via
subscription. These detail events within the
industry and are an excellent source of local,
national and global information
Trade magazines can focus on sectors of the
industry (such as food and beverage, housekeeping, bars, MICE, spas) and/or provide
generic information on, for example, travel, tourism or hospitality
Visit the following for an indication of the publications available:
http://www.media-directory.asia/magazine/business-magazines/hotel-hospitality-
business/singapore/c-1874
http://www.traveldailyasia.com/LocalNews/Singapore.aspx
http://hotelresource.tradepub.com/
http://www.travelandleisure.com/
http://ehotelier.com/directory/?magazines-books
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While these are often read by tourists to help them obtain a ‘feel’ for the country they
are visiting, they can also be useful to staff working in those countries as a reference
and resource.
Many guidebooks are available online as free downloads, or can be purchased online.
For professionals in the tourist industry it is always worthwhile to get an idea of what
tourists expect when they visit us, so obtaining a few of these guides and browsing
through them can be a very educational and rewarding experience
Newspapers. Many large circulation newspapers feature some
aspect of the travel, tourism and hospitality industries on a
regular basis. These features can include:
Food and drink reviews of restaurants, dining rooms,
certain dishes, nominated cuisines, bars, drink types,
wines
Industry movements i.e. identifying staff who are moving
between properties, identifying ownership of venues and
the companies buying and selling properties, identifying
new properties coming into the marketplace as well as
venues undergoing renovations and refurbishment and
venues closing their doors
Travel articles. These describe travel
experiences of correspondents, travel
destinations and tourist attractions and
explain how to travel between destinations
while discussing different travel and
transportation options
Issues of interest. These may include
coverage of a wide range of topics
impacting on the industry such as taxation,
impact of events locally and internationally,
effect of currency fluctuations on inbound and outbound tourists/visitors plus
industry trends and new products and services
Most newspapers carry these articles in their pages on the same day each week.
Find out the days these features appear and take the time to read them
The telephone book. Where ‘display adverts’ are used the local telephone book can
provide much valuable information about local businesses and your local competition
(such as products, facilities and services available, star rating, location relative to
other attractions, credit cards accepted, affiliations with clubs, groups or other
organizations)
Libraries. Where you have access to public libraries they are a great source of
material you do not have to pay for. Your local library can often also arrange inter-
library loans
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Brochures. Most suppliers and service support industries (local council, authorities,
competitors) provide various forms of printed information that can assist with
information in relation to:
Product information – for example, the products available at a shop, venue,
attraction or destination
Services provided at the location to which the brochure applies
Contact details for their business to which the brochure applies – the telephone
number, street address, web details and other information including hours of
operation, credit cards accepted
Maps of the local district
Advertisements whether in the newspaper or in other formats (brochures, flyers, guide
books). These are an excellent source of information about other venues in the
industry, new products and services, prices, special deals and offers.
Internet
Some of the above ‘written material’ sources can
also be internet-based but the internet is a great
source of much more local information and
knowledge.
You should develop a list of ‘Favourite’ websites
and ‘Bookmark’ them for ready reference.
These websites might include local:
Tour and travel operators – especially those who provide local (one-day, half-day)
tours such as bus trips, drive-yourself, small groups
Shops – especially of shops for which the local area is famous. For example, some
destinations are famous for jewellery, some for electronic goods and others for
clothing and fashion
Suppliers – food, beverages, other supplies, equipment
Industry associations – peak industry bodies, and industry representative
organizations
Government bodies – liquor, gaming, food safety, occupational health and safety, and
tobacco agencies
Venues. These should be properties similar to the one where you are working so you
can compare what similar venues advertise, offer or do
Attractions – the natural and man-made attractions in the local area.
Online newsletters
It is worth subscribing to any information services or newsletters offered from relevant
businesses or organizations as they are usually free.
These are usually provided in electronic format and produced by industry suppliers and
support services and made available as a marketing tool. They commonly contain a
significant advertising component (which in itself can be useful), but they also can contain
many useful gems to develop your industry, product and local knowledge.
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Element: Develop local knowledge
Local associations
Many regions, towns and cities have established a
‘tourism’ association and/or local Chamber of Commerce
(or similar).
These are invaluable in terms of:
Providing contacts for you to use when developing
your individual industry network – see below
Supplying information about local businesses and
the products and services they provide
Bringing local businesses together in a supportive and mutually beneficial
environment.
These associations will meet regularly and it is important for you or your venue to attend
these meetings to:
Meet like-minded people and demonstrate your interest in the industry and the local
area
Participate in discussions which will ultimately have some impact on your workplace
Contribute ideas which will benefit your venue and the local area or economy.
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Visiting the Visitor Information Centre and meeting the manager and staff and
collecting brochures and advertising material.
You will need to obtain multiple copies of brochures and other materials so you can
place them in your display area (reception, concierge, the foyer area) so they can be
given to visitors and guests
Surfing the internet:
Viewing websites/pages
Downloading, saving, bookmarking or printing
relevant information/sites
Registering on e-mail lists to receive
newsletters and updates from relevant industry
government agencies, suppliers and/or
support services
Downloading E-Mags relevant to your industry sector. Many of these are free of
charge but some require payment
Joining your local industry association and taking an active interest in the issues
foremost in their minds by participating in discussions, meetings and research
Reading books. You should aim to read widely and include local, regional and national
books
Being a tourist yourself in your local area. This involves getting out and having a look
around to see what is happening, what people are doing, what the competition is
doing, and what people are saying.
Get a hard copy
For every piece of information you identify, you should ensure you obtain a hard copy
version of the information so it can be filed for later use and/or given to anyone wanting
such information.
You will forget most of what you manage to find if you do not get a hard copy and store it
on file for later use or retrieval.
If you cannot obtain a hard copy, write the information down so it can be converted into a
permanent form at a later date.
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Most popular times of the year for travel – festivals, religious events, holiday periods,
seasonal influences
Method of travel – identifying the percentages who travel by air, road, train, sea and
other means to come to the country.
Local tourism destinations, facilities and infrastructure
This could include:
Identification of local tourism destinations such as towns, villages, lakes and rivers
tourists could be expected to visit. Within these destinations there may be ‘attractions’
(see below).
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Timetables
Cost for travel/tickets including taxi rates
Where and how to buy tickets.
Tourism products
This could include:
Places to:
Stay – accommodation options available locally
including hotels (of different ratings) and backpacker
accommodation. Attention should also be paid to
identifying any eco-friendly accommodation venues
Eat – covering the differing dining options from eat-in
(fine dining to more modest establishments), different
cuisine types, street stalls/vendors and fast-food outlets
Drink – bars and locations for buying take-out liquor
Services, such as:
Hire cars
Money exchanges and banks
Secretarial services for business visitors
Dry cleaning and laundry
Security
Immigration advice
Emergency services
In-house services available to guests at a venue/hotel
Facilities, taking into account:
In-house facilities for guests – spa, swimming pool,
gymnasium, business centre, internet connection
Local facilities as identified above: toilets, disabled access, wheelchair ramps,
parking, transportation, arts centres
Rates. This is a very big area and one subject to on-going change.
‘Rates’ refers to the prices charged by providers for the products and services they
provide.
Rates include:
Room rates for accommodation; single, double, and family, taking into account any
allowable discount
Fees to enter an amusement or theme park and/or the cost of tickets and rides
Fees for travelling on cable cars, trains, buses, taxis, ferries and other local
transport options
Exchange rates for changing money between currencies
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Charges made by businesses for products sold and services rendered such as
exchanging money, meals, shopping
Taxations rates and identification of goods and/or services they apply to plus any
refunds or rebates international visitors may be entitled to when they leave the
country.
Environmental issues
The nature of the information you will require in this regard will vary greatly depending on
the geographical location of your workplace.
Information you could need to capture includes:
Weather and the seasons: when it is likely to be hot, cold, wet, windy or other as
appropriate to the individual location
Tides – especially where tourism focuses
on boating and fishing
Times of sunrise and sunsets
Regional variations in weather – such as
identification of micro-climatic conditions
for certain areas/locales
Items deemed to be ‘at risk’ – flora and
fauna
Sustainable features of the local area/region
Options available for visitors seeking an eco-tourism experience.
Local attractions, tours, events and places of interest
This could include:
Natural attractions – such as caves, mountains, the ocean, sea, gorges, sanctuaries,
gardens, waterways
Man-made attractions (also known as ‘built attractions’) – entertainment centres,
amusement parks, theme parks, lookouts, science centres, museums
Buildings – ancient buildings and ruins, government buildings, buildings with historic
significance, former prisons and dwellings
Tours. These may be:
Time-based – 2-hour, half-day, full-day, multiple days
Subject-based. These may focus on:
– Sports tourism
– Landmarks
– Food tourism
– Cultural tourism
– Eco-tourism
– Religious tourism
– Arts
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Local customs
This could include information relating to:
Dress – what to wear, what not to wear, requirements
regarding footwear and covering parts of the body
Language – providing basic words or phrases such as
‘Yes’, ‘No’, ‘Hello’
Personal behaviour. This may address:
Eye contact and other non-verbal communication
issues
Shaking of hands when meeting and greeting a person
Local activities related to certain events, circumstances
and/or geographic factors
Legal issues – identifying what offences are provided for under relevant legislation
Accepted protocols – identifying acceptable, unacceptable and expected actions
related to nominated occurrences, events, meetings, circumstances and normal daily
life.
Storing information
Enterprise requirements and procedures
Enterprise requirements and procedures will address:
The type, style and nature of the storage and retrieval system to be used – see below
The type, style, nature, size and location of the information display and/or file which
will usually embrace:
Where brochures will be displayed to the public so they can ‘help themselves’ to
brochures (such as in the foyer area)
The materials to be placed in guest rooms in the compendiums, on side-tables and
on service counters
Information supplied to guests when on arrival
Identification of personnel with responsibility for:
Capturing initial information, brochures, price lists, maps, flyers and promotional
material from local and other attractions and venues
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Updating information
Obtaining updated information
Keys in obtaining updates to local information so they can be
made available for provision to guests/visitors are:
Continue to do the activities initially undertaken to capture
local information in the first instance, for example:
Visit the Visitors Information Centre
Attend local meetings
Visit other venues and local attractions
Read local newspapers, magazines, books
Obtain materials/information for new venues, attractions and destinations. From time
to time new businesses and attractions will open and you need to be proactive in
sourcing information from these to pass on to visitors/guests
Reading alerts, updates, emails and newsletters you have registered to receive as
these are often sources of new or revised information
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Picking up any copies of new tourist/visitor information you find in your normal day to
day work and other activities and arranging to obtain multiple copies
Use your network of contacts. Can they advise of any new materials/information? Any
changes/updates?
Processing updated information
When processing updated information the following may
apply:
Access the CRS or other dedicated electronic
database and add, delete or amend files and fields
as necessary
Access the filing system for hard copy materials and:
Remove and discard previous versions of
materials which will now be out of date due to the
new or revised materials
Replace with the new materials
Remove out of date materials from the display
stands and racks and replace with new or revised
materials
Go to each guest room in the venue:
Remove out of date materials from the in-room compendium, side-tables and
service counters
Replace with new or revised materials
Meet with Concierge and:
Advise of new/revised materials
Provide several hard copies to the Concierge who will then update their own files
or database at their desk.
Important elements
When processing updated local/visitor information, it is important to:
Thank the person, business, authority or body who provided the updated material.
This acknowledges their effort and encourages them to keep sending new and
updated materials
Act on new/revised information immediately. The day the material is received should
be the day the old material is replaced with the new material
Discard all out of date materials. Never leave it lying around the place. It may
inadvertently be used to provide incorrect advice or information to guests. Shred the
old materials or dispose of them in the trash or recycling bin.
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Sharing information
The basic ways to share new and/or revised
(updated) information with fellow employees
are to:
Verbally tell your colleagues about what
you have learned:
On a one to one basis
At staff briefings
At staff meetings
E-mail co-workers with the information you have discovered attaching relevant
information as applicable
Prepare a short handout. Put this:
On the staff notice boards
Hand-deliver it explaining it at the time you hand it out
In wages envelopes
In the internal newsletter
Update the internal systems such as CRS, described in the previous Section
Replace and replenish internal displays and/or information points with new or revised
materials – also described in the previous Section.
Other points to note
Other ways of informing staff/colleagues
Extra ways to advise staff/colleagues about new/revised local information can be to:
Arrange for a guest speaker from the venue/attraction to come and talk to staff –
explaining the venue/attractions, providing sample items, bringing promotional
materials
Arrange for a speaker from the Visitor Information Centre to attend and make a formal
presentation to venue staff
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Arrange for staff to visit the venue/attraction personally so they can gain first-hand
experience of the venue/attraction. Management at attractions usually provide free
entry to their site/venue for staff in the hospitality business knowing there is the
potential for ‘referrals’ from these people. Ask your Manager to arrange the visit, and
free entry is almost guaranteed.
Selling the reasons for providing information to visitors/guests
When informing other staff/colleagues about new or updated local information you should
ensure:
You are enthusiastic when providing local information to other staff at the venue. Your
enthusiasm can be contagious. Unfortunately if you are not enthusiastic, this too is
contagious
You sell the benefits of providing up to date, accurate local information to visitors and
guests. These include:
Increased guest satisfaction with their stay leading to:
– Repeat business from them. They are more likely to return at a later date and
spend more time and money in your venue and in the local area
– ‘Referral’ business as they tell their friends and family and encourage them to
refer them to your venue for accommodation, meals, rides, sightseeing and
other activities
Very real chance of guests/visitors spending an extra night in the area or at the
venue leading to greater financial prosperity for the venue and area
More secure employment at the venue and the potential for venue growth
Increased chance of more work/extra hours for existing staff
Enhanced image of the area, district, town/city and country in the eyes of
international tourists/visitors.
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Work Projects
It is a requirement of this Unit that you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof of
completion of the project to your Trainer by the agreed date.
1.1 Please note this Work Project forms the basis of Work Project 1.2.
Identifies sources of local information that could be used to help you develop
comprehensive local knowledge
Identifies sources of local information that could be used to help you respond to
queries relating to national tourism for your country
Includes samples of information (hard copies) from each source identified.
1.2. Please note this Work Project flows from your response to Work Project 1.1.
For all the samples of information included in your submission for Work Project 1.1,
prepare and submit a report which may include photographs or other video formats
of:
The way you would publicly display the information obtained in such a way that
encourages visitors to browse and take information of interest to them
The way in which you would store, file or maintain information behind the
reception desk or in an office environment
Examples of how and when you would share the information with work
colleagues.
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Element: Develop local knowledge
Summary
Develop local knowledge
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Element 2: Update local knowledge
Element 2:
Update local knowledge
2.1 Use informal and/or formal research to update
local knowledge
Introduction
Updating local knowledge can be conducted by undertaking research on an informal or
formal basis.
This Section provides examples of research that can be applied to updating existing local
knowledge or learning about new local knowledge.
Research options
Informal research is generally research happening more
by accident than design or planning. It is information you
just ‘come across’ in day to day life as opposed to
deliberately searching it out.
You often engage in informal research without realising
it.
Formal research, by contrast, is more structured, and has
deliberate intent although it is possible to see some
crossover between formal and informal research. With
formal research, your activities are undertaken with a specific purpose in mind.
Research options include:
Discussing information with colleagues finding out about their local experience, the
information they have gained, and what they think
Obtaining customer feedback. This is easily done when talking with them at reception
after they have returned from a tour or a visit to an attraction, or at the table when they
are having a meal or drink. The key is to make sure you ask plenty of questions, and
show genuine interest in what people tell you
Personal observation. This takes place when, for example, you notice something, just
by chance, regarding an attraction or local event
Informal discussions with friends and family where the topic of conversation happens
to include local attractions, festivals and events
Reading a magazine (especially travel and tourism literature) or any form of printed
material and discovering an article about the local area
Reading, listening to or watching the local media to identify what is happening locally,
the dates and features of the event
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Keys to research
To get the most out of research designed to update local
knowledge:
Do it regularly – it should be on-going
Take notes – never rely just on memory
Obtain hard-copy material – pick up brochures, download and
print internet sites, file magazine articles
Involve others. The benefit of involving other people
seemingly multiplies what you learn
Share your findings – pass on new information to both colleagues and customers.
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Tell all guests, customers and visitors about what you know
This should include:
Involving all front of house staff in telling
customers what is available. This can include:
Reception staff on guest arrival
Waiting staff in dining areas
Bar staff in bars
Making it standard procedure for staff to ask
customers/guests what they have seen or done so they can then recommend
something they have not seen, and something they have not yet done
Providing relevant support materials such as maps, brochures, promotional materials
to optimise the chance of customers/guests taking up suggestions made by staff
Using personal experience as the basis for making suggestions. Telling customers of
your own experience at the attraction or on the tour gives a ‘personal’ and first-hand
touch which commonly makes the difference between whether a guest takes up the
suggestion or not.
Inform regular visitors personally on arrival
If you know a regular visitor/guest is arriving tomorrow and you know, for example, that
they love to go fishing in the local tidal river, then make sure you or the receptionist hands
them:
A current copy of the tides and times
A current price list of the boat hire charges from the local hire shop.
What service, what a welcome!
The same idea applies for any regular visitor where you know their tastes, preferences
and hobbies.
Go ahead and make the extra effort.
It often will not take much to stand out from your competitors because all too often they do
nothing so it does not take much to beat them in this regard. You just need to follow
through and take the necessary action.
Maintain your internal files
This is sometimes overlooked and providing out of date information can cause much
confusion and disappointment. In some ways, giving guests dated information is as bad
as, or worse than, providing nothing at all.
After the initial enthusiasm about creating a local information ‘system’ or file, there is often
a drop in attention given to maintaining the information. Staff sometimes become less
than dedicated and the files are not updated as things change and/or new information is
sourced.
It is therefore very important to appoint someone, perhaps on a cyclical or rotating basis,
to be in charge of local information updates and filing. When a new price list, brochure,
flyer, or catalogue comes in this person must throw out the now superseded one and
replace it with the up to date copy.
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If a new business, venue, tour or attraction opens, this must be incorporated into the
existing file/system. You cannot ignore its existence.
This sounds so obvious you probably think it is not worth mentioning, until you find
yourself with a price list (or map, or brochure, or tour schedule) dated two years ago and
attempting to help a guest. It can be very embarrassing and it reflects poorly on the
establishment in general.
Update the displays
As mentioned already, make sure new information is included in any displays, racks or in-
room compendiums too.
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ALWAYS bear in mind that many visitors/guests are in a strange place and desperately
looking for a friendly face and help. Help often takes the form of:
Talking to people
Smiling
Offering to help
Providing advice and information
Showing an interest in them as individuals.
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Work Projects
It is a requirement of this Unit that you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof of
completion of the project to your Trainer by the agreed date.
2.1 Provide evidence (that is, hard copy materials discovered as part of the research
process) of formal and informal research you have undertaken to update your
current/existing local knowledge.
2.2. Prepare and submit a report providing evidence of ways in which you have:
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Element 2: Update local knowledge
Summary
Update local knowledge
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Develop and update local knowledge
Element 3: Maintain contact with local communities
Element 3:
Maintain contact with local
communities
Background
What is a local community?
In order to develop and update local knowledge effectively
it is necessary to be proactive.
Part of taking the initiative in this regard is the need to
maintain contact with local communities. ‘Local
communities’ can include:
Other businesses in the area
Local groups, clubs and interest groups who conduct
events and/or support local tourism initiatives
Individuals who are active in promoting the local area.
In brief, anyone or any organization involved in organising local events or operating local
businesses or attractions can be seen for the purposes of this unit as a ‘local community’.
How can I maintain contact with local communities?
The key to staying in touch with local communities is to apply a mix of the following
activities:
Join local groups and attend their meetings
Participate in what local groups are doing and contribute assistance, information and
resources to help them achieve outcomes that are mutually beneficial
Contact them on a regular basis. Visit them face to face or telephone them regularly
Ask them to contact you. Encourage them to contact you and make it easy for them to
do so. Let them know you want to maintain contact with them
Thank them whenever they contact you. This encourages them to keep in contact
Offer your venue as a meeting place to keep your venue firmly centred in their minds.
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No-one expects everyone to know everything there is to know about all the local
attractions, events, transport options, general visitor facilities including shopping, currency
exchanges, post offices, banks and emergency services. However, all staff must have at
least substantial general knowledge about the local area.
In addition staff must know where to go to obtain more detailed information if required.
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In some locations, transport options can include all manner of modes of transports
from canoes, to camels to four-wheel drives. They can include buggies, horses, motor
bikes, scooters and push bikes. They may cover motor boats, ferries, airplanes and
helicopters.
Local attractions
This must address:
What is available
How far away it is
How long it will take to get there and return using
a variety of commonly used transport options
What there is to see when they get there –
displays, animals, activities, rides, tours
How much it costs to enter the attraction, to go on
a tour and to buy tickets for the rides or shows
When it is open and when it closes.
This information should cover the man-made and natural attractions.
Where the natural attraction conceals or contains some sort of danger this must be
highlighted. The danger may be information about wandering stock, wild animals, the
possibility of dehydration, and the length (in terms of metres/kilometres and in terms of
time) of walks.
Local customs must also be addressed so visitors do not give unintended offence to the
locals.
Local events
These are often the reason visitors come to an area and you must ensure you do
everything in your power to support them in achieving their tourist aims and objectives
You must develop a comprehensive list detailing all the annual local events. The Visitor
Information Centre will help with this as they will traditionally already have such a list
published.
You may elect to enhance this list and add more details, more information or more advice.
This is all designed to attract visitors and convince current tourists to see and do more
(that is, stay an extra night or two).
You may decide to further explain the particular event by explaining what it is all about,
who it attracts, costs, duration, and special points of interest.
In some cases you may also supply details about how visitors/tourists can participate in
the event, if that's what they want to do, and how to get the most out of attending the
event or festival.
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Dining
Hopefully most of your guests will dine in-house
(and you certainly must be alert to selling your
dining facilities to visitors) but frequently you will
be asked "Where's a good place to eat?", "Is
there a good Indian restaurant in town?", or
"Where can I get a quick takeaway?"
Your local knowledge comes into play here and it
is a good idea to get some more information from
the person asking the questions before you make a
recommendation. For example:
Do they want a quick meal, or a full night out?
How much do they want to spend?
Do they have transport?
Do they want a ‘local’ experience?
When you have this sort of information, you can then make an
informed suggestion. It is great too if you can go to your filing
cabinet and bring out a copy of the menu for the place you have
recommended! What service! What a concept!
Your file, then, will need to cover dining facilities such as cafes, restaurants (of all types,
classes and styles), takeaways, places that do home deliveries, function centres, bistros,
and any other style of eating house peculiar to your area or country.
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Being proactive
In terms of using local knowledge when promoting local
tourism products and services you must:
Offer the local knowledge/information without having
to be asked. This means you share what you believe
to be local information with those who might need or
benefit from it without waiting for them to ask for the information or advice .
If, for example, a tourist has asked about a local tourist attraction and you know there
is an additional and interesting destination on the way to that attraction you should tell
them about it, how to get there, and what the additional destination is all about
Making suggestions about what tourists/visitors can do with their time by:
Asking what they have planned for the day
Asking what they have already done. This identifies local things they have not
done, or local sites they have not visited
Developing 2-hour, half-day and full-day tours – see earlier notes at 1.2, 2.2 and
2.3
Showing enthusiasm for the suggestions you make. You cannot successfully convince
another person to visit an attraction or take a tour unless you are 100% committed to
how much fun it is, what a unique experience it is or how sad it would be for the
person to be close to the attraction and not get to see and experience it.
Implicit in this is the need for you to have pride in your country and local area.
In very many ways you are an ambassador for your region, country and your venue
Talking to people after they return from a trip or experience you have suggested. This
means asking them how they enjoyed it, and what they learned.
This conversation is also important because it provides you with feedback about
whether or not your original recommendation should be repeated to other visitors or
not. It is also provides feedback about what may have changed at the destination you
recommended.
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Enhances job security and enables extra hours to be worked by you and others
Identifies you as someone trying to help visitors and may identify you as someone
with the potential for promotion or career advancement
Allows you to learn more from other people and creates the potential for a greater
network of contacts
Increases the possibility of tips and gratuities
Demonstrates your venue is a good corporate citizen by sharing wealth and
opportunity
Assists your workplace maintain its ongoing viability by generating extra revenue and
repeat and/or referral business
Supports local businesses and the local community by generating income for them
which maintains local industry and sustains employment
Enhances visitor/tourist enjoyment of the local area/region
Shares the local culture with visitors enabling better appreciation of the country/region
amongst visitors/tourists
Gives greater insight into, and understanding of, the people and the country to
overseas visitors.
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For example, are they interested in theme parks or natural attractions? How long do
they have? What have they already done or seen? How much do they have to spend?
How would they prefer to travel?
Match suggestions to identified needs and parameters. If the visitor demonstrates an
interest in theme parks it is inappropriate to start promoting the add-ons associated
with visiting the local zoo. Talk about the extras, add-ons and benefits allied to what
you know about the local theme parks. For example mention the benefits associated
with pre-purchasing ride tickets, entry tickets and tickets to shows/displays.
If the tourist only has half a day, there is little point suggesting the benefits associated
with a full-day tour
Know when to stop. Be alert to the potential
for visitors not to want to be given
information about add-ons.
You must always be honest in everything, including telling people about any
potential down-sides of a suggestion you might make
Never put pressure on people to buy add-ons or extras. Your job is to make
people aware of options and give them advice. Your job is never to try to force
people to purchase add-ons or extras.
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It will enable them to have greater engagement with different people or animals or
experiences or sites
The offering is only available today, this week, this month, this season, this year
The more expensive 4:30PM tour is better than the 10:00AM one because the
later tour includes the feeding of the animals
Taking the cable car to the gardens will provide a spectacular view over the bay,
the mountains and the city and it avoids heavy local traffic congestion.
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Results
‘Results’ refer to the effectiveness of the response given by staff to visitors who asked
questions.
The effectiveness should address issues such as:
Was there a communication problem? For example, was a difference in language a
problem preventing effective communication?
Could there have been a better option for providing the information? For example,
would it have been more effective to have given the guest a map rather than verbal
direction?
Was there a lack of knowledge about the question? This may indicate a need for the
venue to capture more information on the topic in question
How well did the information provided by the staff meet visitor needs, wants,
preferences or parameters? For example, when a guest returned to the hotel, did they
indicate they enjoyed the tour/attraction suggested by staff, or not? If not, why not?
Was it too expensive, too far to travel, too expensive, not interesting or exciting
enough, unsafe?
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Work Projects
It is a requirement of this Unit that you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof of
completion of the project to your Trainer by the agreed date.
Provide appropriate responses to visitor queries regarding the need for local
tourism information
Use local knowledge to promote tourism products and services to encourage
their usage or purchase by visitors
Incorporate sharing of local knowledge with visitors into regular workplace
activities
Make visitors aware of possible extras, add-ons and further benefits associated
with the purchase/use of local tourism products and services.
Describing how your workplace captures feedback from staff regarding queries
and results in relation to local knowledge
Identifying one issue involving the provision of local knowledge to a visitor that
required follow-up action by management or by the venue, detailing why the
follow-up action was necessary and what form it took.
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Summary
Maintain contact with local communities
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Presentation of written work
2. Style
Students should write in a style that is simple and concise. Short sentences
and paragraphs are easier to read and understand. It helps to write a plan
and at least one draft of the written work so that the final product will be
well organized. The points presented will then follow a logical sequence
and be relevant. Students should frequently refer to the question asked, to
keep ‘on track’. Teachers recognize and are critical of work that does not
answer the question, or is ‘padded’ with irrelevant material. In summary,
remember to:
Plan ahead
Be clear and concise
Answer the question
Proofread the final draft.
Format
All written work should be presented on A4 paper, single-sided with a left-hand margin. If
work is word-processed, one and a half or double spacing should be used. Handwritten
work must be legible and should also be well spaced to allow for ease of reading. New
paragraphs should not be indented but should be separated by a space. Pages must be
numbered. If headings are also to be numbered, students should use a logical and
sequential system of numbering.
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Presentation of written work
Cover Sheet
All written work should be submitted with a cover sheet stapled to the front that contains:
The student’s name and student number
The name of the class/unit
The due date of the work
The title of the work
The teacher’s name
A signed declaration that the work does not involve plagiarism.
Keeping a Copy
Students must keep a copy of the written work in case it is lost. This rarely happens but it
can be disastrous if a copy has not been kept.
Inclusive language
This means language that includes every section of the population. For instance, if a
student were to write ‘A nurse is responsible for the patients in her care at all times’ it
would be implying that all nurses are female and would be excluding male nurses.
Examples of appropriate language are shown on the right:
Mankind Humankind
Host/hostess Host
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Recommended reading
Recommended reading
Corbin, J. & Strauss, A., 2008 (3rd ed’n), Basics of qualitative research: techniques and
procedures for developing grounded theory, Sage Publications, Inc., Thousand Oaks,
California.
Dawson, C., 2007 (3rd ed’n), A practical guide to research methods : a user-friendly
manual for mastering research techniques and projects, How To Books, Oxford.
Fink, A., 2010 (3rd ed’n), Conducting research literature reviews: from the Internet to
paper, SAGE, Los Angeles.
TAFE NSW. Community Services, Health, Tourism and Hospitality Educational Services
Division, 2001 – 2003, Learner resource: Travel and tourism programs (various), TAFE
NSW, Community Services, Health, Tourism and Hospitality Division, Meadowbank,
N.S.W., Australia.
Local reading
Information relating to the local area as available in:
Advertising materials (flyers, pamphlets, booklets and brochures) for local venues,
attractions and events
The series of ‘Lonely Planet’ books as applicable to individual countries
Local industry and trade magazines
Local newspapers
Local telephone books
Newsletters from local organisations and bodies.
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Recommended reading
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Trainee evaluation sheet
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