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. Promote Tourism

• define tourism
• describe the eight sectors of tourism
  

2. Comply with Legislation

• comply with legislation
  

3. Know Products and Services

• know products and services
  

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B. Professionalism

1. Exhibit Professionalism

• follow company policies
• be professional
• maintain personal appearance
• be organized
  

2. Work with Others

• describe importance of being a team player
• be a team player
  

3. Communicate Effectively

• define effective communication
• identify benefits of effective communication
• outline components of non-verbal communication
• speak effectively
• listen effectively
• direct conversation
• write effectively
  

 

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C. Client Relations

1.Handle Client Situtations

• Identify imporatnce of properly handling client concerns
• handle client concerns
• handle abusive telephone calls
• handle lost and found itmes
• handle clients with special needs
  

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D. Office Operations

1. Use Telephone

• answer telephone
• place caller on hold
• take messages
• return telephone calls
  

2. Perform Administrative Responsibilities

• perform administrative responsibilities
  

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E. Selling Skills

1. Handle Sales

• offer coverage options
• maintain working relationship with industry partners
• maintain knowledge of industry partners and competition
  

2. Following Reservation Procedures

• book reservation
• change reservation
• cancel reservation
  

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F. Monetary Transactions

1. Process Payments

• process in-person credit card payment
• process telephone credit card payment
• process cash payment
• describe guidelines for ensuring bills are genuine
• process voucher/miscellaneous charge orders/gift certificates
• process personal or business cheque payment
• process traveller's cheque payment
• process direct billing payment
  

2. Process Refunds

• process refunds
  

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