For more information about these standards, certification and other training products, please contact the:

Saskatchewan Tourism Education Council
(Division of Tourism Saskatchewan)
321 - 4th Avenue
SASKATOON SK S7K 2L9
www.stec.com

Phone: 1-800-331-1529
(306) 933-5900
Fax: (306) 933-6250

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1. Know Tourism Industry

• define tourism industry
• identify tourism sectors
• outline benefits of promoting tourism
  

2. Describe Tourism/Visitor Informaiton Counsellor's Role

• describe tourism/visitor information counsellor's role
  

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B. Attitude

1. Exhibit Positive Attitude

• define positive attitude
• describe impact of positive attitude
• exhibit positive attitude
  

2. Exhibit Professionalism

• exhibit professionalism
• maintain person hygiene
• follow dress code
• adhere to staff conduct policies
  

3. Be a Team Member

• identify imporance of teamwork
• work effectively with others
  

4. Upgrade Skills and Knowlege

• identify importance of upgrading skills and knowledge
• upgrade skills and knowledge
  

5. Adhere to Ethics of Tourism Services Sector

• adhere to ethics of tourism services sector
  

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C. Communication

1. Communicate Effectively

• define effective communicatoin
• outline benefits of effective communication
• outline obstacles to effective communicaiton
• overcome obstacles to effective communication
• define non-verbal communication
• outline components of non-verbal communication
• outline question types
• listen effectively
• speak effectively
• write effectively
• process in-coming telephone calls
  

2. Communicate with Special Needs Visitors

• communication with special needs visitors
  

3. Handle Difficult Situations

• handle complaints
• respond to disruptive or undesirable behaviour
  

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D. Operational Procedures

1. Follow Office Routine

• identify local information that might be requested
• outline major attractions and events of province or territory
• identify types of zone/region information that might be requested
  

2. Use Resource Materials

• keep resources current
• assist in developing new resources
• use resource materials
  

3..Provide Servcie

• adhere to legislation regarding discrimination
• provide service
• complete mail outs
• promote local area, zone/region, province/territory and country
• prioritize provision of service
• access information
  

4. Record Visitor Statistics

• outline purpos of visitor statistics
• gather and record visitor statistics
  

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E. Merchandising

1. Sell Merchandise

• identify information requested by visitors about merchandise
• sell merchandise to visitors
• handle merchandise purchase
  

2. Maintain Merchandise Stock and Supplies

• maintain merchandise stock and supplies
  

3. Handle Currency

• manage float
• handle cash payments
• process cheques
• process credit card purchases
  

 

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