2016
TOURISM
HOSPITALITY
&
CAREER GUIDE
QUEENSLAND
TOURISM INDUSTRY
COUNCIL
The Voice of Tourism
i QUEENSLAND TOURISM INDUSTRY COUNCIL
ĥĥ DISCLAIMER
In our role as ‘The Voice of Tourism’, QTIC also serves as the industry
intelligence provider for Queensland's tourism and hospitality sectors.
We advocate on workforce challenges, guiding government policy and
influencing public funding for training.
This guide has been developed to showcase occupations required to
deliver services associated with the tourism and hospitality sectors. The
guide includes occupations that are both directly and indirectly related
to the tourism industry. Occupations within the tourism and hospitality
sectors are varied and this document serves to highlight a portion of
related roles.
Included within this guide are career progression diagrams outlining the
potential pathways connected with roles and employment opportunities
in tourism and hospitality. Readers of the guide are reminded that these
diagrams and pathways are indicative only and should be viewed as
part of the many opportunities available within tourism and hospitality
employment and career growth.
We encourage enquiries, comments and requests for information
from teachers, career advisors, students, job seekers, employers and
industry representatives. We look forward to connecting with future
representatives of Queensland’s tourism industry and we will aim to
provide practical support and encouragement throughout your journey.
While every care has been taken to ensure the accuracy of the content
within this document, QTIC acknowledges that information about
qualifications, job roles and helpful resources may change following the
release of this guide (June 2016).
© 2016 Queensland Tourism Industry Council
This publication was produced by the Queensland Tourism Industry
Council (QTIC), the peak industry body for tourism in Queensland.
QTIC is a private sector, membership-based organisation which, since
2001, has worked to influence and shape the state’s tourism business
environment that directly contributes $23 billion to Queensland’s
economy and employs more than 230,000 people.
www.qtic.com.au
Please visit www.qtic.com.au
to view and download the digital
version of this guide
QUEENSLAND
TOURISM INDUSTRY
COUNCIL
The Voice of Tourism
There’s never been a better time to launch a
career in Queensland tourism. From hotels,
resorts, transport and travel, tourist attractions,
and adventure tours – there are many job
opportunities in tourism.
Tourism needs media and marketing specialists, business
managers, developers, a range of hospitality roles, tour guides,
pilots, flight attendants, cruise industry jobs, boat captains,
finance specialists, travel agents and events managers.
Right now there are more than 230,000 Queenslanders working
in tourism in every corner of the state – and you can be a part of it.
Queensland tourism is growing like never before with 23,000 new
jobs expected by 2020 – with more than $12 billion in new hotel
and resort investment in the pipeline.
It’s easy to see why. Record numbers of visitors are coming
to Queensland to experience some of Australia’s most iconic
destinations like diving the Great Barrier Reef, exploring
heritage-listed rainforests, visiting our beaches and authentic
outback adventures.
I encourage school leavers and young people to use this
Tourism Career Guide as a go-to to discover the jobs and
career opportunities in the tourism and hospitality sector – the
possibilities are endless to build a successful, lifelong career.
I am delighted to join with the Queensland Tourism Industry
Council to encourage you to choose a career in tourism.
The Hon Kate Jones MP
Minister for Education
Minister for Tourism and Major Events
Theysayeveryjourney–nomatterhowlong–starts
with the first step.That first step into a professional
career is a big deal for school leavers, parents and
anyone changing careers. This guide seeks to
provide relevant information to those looking to
join one of the fastest growing global industries.
Tourism is an important contributor to the Australian economy
and has been recognised among Australia’s greatest comparative
advantages. Queensland’s tourism industry is the state’s second
largest export earner, having contributed $23 billion to the total
Gross State Product (Tourism Research Australia, June 2015).
International visitor arrivals continue to grow, bringing increased
business confidence and major infrastructure expenditure. Events
such as the 2018 Commonwealth Games on the Gold Coast and
major infrastructure developments in numerous Queensland
regions, including the $3 billion Queen's Wharf Brisbane
Integrated Resort Development and new Brisbane Airport runway
development, will further expand labour opportunities.
Ever growing visitation figures deliver even greater employment
opportunities in tourism and hospitality. It is expected the Australian
tourism industry will require 60,000 skilled workers by 2020,
including 10,500 in Queensland (Australian Tourism Labour Force
Report 2015).
Tourism and hospitality offers a very broad range of job and career
opportunities that come with many, highly desirable advantages
for those suited to work in a customer-focussed service industry.
As is evident from the testimonials from many professionals in this
guide, the people in this industry are passionate about their work.
We hope you will be inspired by opportunities
explained here to take your first step towards a
rewarding career.
	 Daniel Gschwind
	 Chief Executive
	 Queensland Tourism Industry Council
MINISTER'S MESSAGEQTIC’S MESSAGE
iiTOURISM & HOSPITALITY CAREER GUIDE
iii QUEENSLAND TOURISM INDUSTRY COUNCIL
DEPARTMENT OF TOURISM, MAJOR EVENTS, SMALL BUSINESS AND THE COMMONWEALTH GAMES
ĥĥ Finding a job in tourism
Queensland welcomes millions of tourists every year and you
can have a role in giving them the holiday of a lifetime. Be part
of this innovative industry and develop skills that can be used in
this diverse and dynamic sector, as well as others. Working in the
tourism sector offers flexibility in working hours and conditions,
brings people together from all around the world and all walks of
life, introducing you to new people, ideas and places.
ĥĥ Gold Coast 2018 Commonwealth Games
The Gold Coast 2018 Commonwealth Games (GC2018) will be
staged from 4–15 April 2018 and will showcase the Gold Coast
and Queensland as a modern and vibrant destination for business,
tourism and investment. The organisers need to recruit 1,000
extra workers with many jobs on offer now and in the future for
people from all walks of life to join the team in areas including
finance, transport, administration, sport and technology,
security, logistics, customer service, IT services, graphic design,
medical support staff and many more positions.
For more information visit: www.gc2018.com/careers
ĥĥ Tourism and Events Queensland
Tourism and Events Queensland (TEQ) is the state’s lead
marketing, destination and experience development and major
events agency. It works in partnership with regional tourism
organisations, industry and commercial stakeholders to build
Queensland’s tourism and events industry to foster innovation,
drive industry growth and boost visitor expenditure. It recognises
the importance of supporting the learning and development of
the future leaders of the tourism industry. It gives university
students and graduates studying tourism, business, marketing or
a related discipline the opportunity to undertake practical work
experience. TEQ is committed to providing work experience
opportunities that benefit both students' learning as well as the
business.
For more information visit: www.teq.qld.com
ivTOURISM & HOSPITALITY CAREER GUIDE
DEPARTMENT OF EDUCATION AND TRAINING
ĥĥ 2016-17 Annual VET Investment Plan
The Queensland Government is continuing to take a whole of
government approach to growing oureconomyand creating jobs.
To deliver on this commitment we require a quality, appropriately
funded VET sector.
Queensland’s tourism and hospitality industry is a key economic
driver of our economy. The projected employment needs in
this sector is for an additional 23,000 jobs by 2020 to meet
anticipated demand.
Under the 2015-16 Queensland VET Investment Plan, state
government expenditure on training opportunities for tourism
and hospitality is expected to reach more than $40 million.
The 2016-17 Annual VET Investment Plan details the Queensland
Government's investment in VET in the 2016-17 financial year.
The plan supports the Queensland Government's Working
Queensland jobs plan, a core element of which is to ensure
Queenslanders have access to quality training programs that
deliver effective skills to meet employment and business
demands.
The plan also provides opportunities forschool students to access
VET while at school, offering a pathway for students directly into
the industry.
ĥĥ Investment programs
The plan outlines VET investmentthroughthefollowing programs
and strategic interventions:
©© Certificate 3 Guarantee
©© User Choice (Apprenticeships and Traineeships)
©© Higher Level Skills
©© Skilling Queenslanders for Work
©© Vocational Education and Training in Schools (VETiS)
©© Gateway to Industry Schools Program
©© Industry Pre-apprenticeship Program
©© Trade Skills Assessment and Gap Training Program
ĥĥ Specific programs designed for school students
include:
VET in Schools
Students can undertake VET at school:
©© as part of their school studies - delivered and resourced
by a school registered training organisation
©© by enrolling in a qualification with an external registered
training organisation - funded either by the Department
of Education and Training's VET investment budget or
through fee-for-service arrangements i.e. where the
student or parent pays for the qualification
©© as a school-based apprentice or trainee.
Fee-free training for Year 12 graduates
Year 12 graduates can access fee-free training in high priority
areas if they start training with an approved training provider
within a year of leaving school. High priority qualifications
are those which provide training in the skills most needed by
employers and industry.
Gateway to Industry Schools Program
One of the program aims is to provide industry focussed
experiential learning opportunities for school students. This
allows students to understand, trial and self-select into careers.
The Food, Wine and Tourism Gateway to Industry School project
is one of six projects currently funded by the Department of
Education and Training. The project helps young people make a
successful transition from school into further education and or
employment in the food, wine, hospitality and tourism industries.
Schools participating in the project collaborate with industry
to provide direct pathways for students to obtain work or enter
higher study in the food, wine and tourism industries. For details
on the program visit: www.gatewayschools.qld.gov.au
For further details on the VET Investment Plan including funding
arrangements and investment programs visit: www.training.qld.gov.au
v QUEENSLAND TOURISM INDUSTRY COUNCIL
ACKNOWLEDGEMENT
Q U E E N S L A N D
M U L T I C U L T U R A L
C E N T R E
Trinity Fauren
OUR SUPPORTERS
The Queensland Tourism Industry Council (QTIC) would like to
acknowledge the assistance and contributions received from
our industry and government partners listed below.
In particular we wish to recognise the financial support received
from the Queensland Government; the Department of Tourism,
Major Events, Small Business and the Commonwealth Games and
the Department of Education and Training.
QUEENSLAND
TOURISM INDUSTRY
COUNCIL
The Voice of Tourism
1TOURISM & HOSPITALITY CAREER GUIDE
CONTENTS
TOURISM & HOSPITALITY CAREER GUIDE
ACCOMMODATION	4 FOOD & BEVERAGE	12
EVENTS & ENTERTAINMENT	20 TOURISM SPECIALISATION	28
ATTRACTIONS & ADVENTURE	34 INFORMATION SERVICES & SALES	44
TRANSPORT & INFRASTRUCTURE	48 TOURISM DEVELOPMENT	60
TERTIARY EDUCATION	82
AWARDS & RECOGNITION	90
ASSOCIATED OCCUPATIONS	66
HINTS & TIPS	104
LICENSING	96
ACCREDITATION	100
FULL INDEX
2 QUEENSLAND TOURISM INDUSTRY COUNCIL CONTENTS
3TOURISM & HOSPITALITY CAREER GUIDECONTENTS
4 QUEENSLAND TOURISM INDUSTRY COUNCIL
ACCOMMODATION
ĥĥ ACCOMMODATION MANAGER
ĥĥ DEPARTMENT MANAGER
ĥĥ PORTER
ĥĥ CONCIERGE
ĥĥ GUEST SERVICE AGENT
ĥĥ HOUSEKEEPER
CONTENTS
5TOURISM & HOSPITALITY CAREER GUIDE
©© Control expenses and maximise
profits
©© Liaise and create rapport with
reservationists, sales and marketing,
contractors and maintenance, body
corporate, department managers and
supervisors, and guest service agents
©© Maintain knowledge about trends in
the industry
©© Oversee rosters and ensure
salaries/wages are monitored and
controlled
©© Ensure repairs and maintenance are
organised and completed
©© Organise operations in accordance
with the organisation’s policies and
standards
©© Lead by example in delivering
exceptional levels of customer
service and maintain the customer
service culture
©© Monitor staff and their service
delivery to guests
©© Handle complaints and online
reviews to ensure issues are
resolved promptly
©© Enable staff growth, development,
and learning throughout the
premises and provide feedback
where necessary
©© Familiarise oneself with
emergency procedures and attend
Occupational Health and Safety
training as required
ACCOMMODATION
MANAGER
KEY RESPONSIBILITIES
OVERVIEW
ACCOMMODATION
Responsible for the
overall accountability
for the day‑to‑day
profitability, presentation,
plans and operation
of an accommodation
provider.
RELATED ROLES
`` Hotel Manager
`` Resort Manager
`` Motel Manager
`` Hostel Manager
`` Caravan Park Manager
CONTENTS
6 QUEENSLAND TOURISM INDUSTRY COUNCIL
In charge of staff, operations and management
within a particular department.
OVERVIEW
©© Handle maintenance issues in the
work area
©© Issue duties and tasks to the team
©© Ensure complaints are resolved and
handled efficiently
©© Encourage team development and
training
©© Recruit staff and provide feedback
©© Possess local product and service
knowledge
©© Understand Occupational Health
and Safety procedures
©© Maintain guest privacy and
confidentiality
©© Develop specific duties according
to the work area
©© Delivery of the highest quality
service, product and presentation
at all times
©© Perform customer-focussed duties
in a fast paced environment
©© Build relationships with local
suppliers, other department
managers and industry partners
©© Manage and monitor the
implementation of purchasing and
stock control procedures
©© Maintain staffing levels, appropriate
to limiting costs but ensuring
excellence in service standards are
not compromised
©© Take pride in your work and
demonstrate this by supporting a
positive work environment
KEY RESPONSIBILITIES
ACCOMMODATION
DEPARTMENT
MANAGER
RELATED ROLES
`` Housekeeping Manager
`` Food and Beverage Manager
`` Front Office Manager
`` Functions and Events Manager
`` Marketing Manager
`` Operations Manager
`` Business Development Manager
CONTENTS
7TOURISM & HOSPITALITY CAREER GUIDE
Assists in transporting luggage for guests in hotels
and for passengers in transport terminals. They
escort guests to their rooms and provide other
guest services.
OVERVIEW
Assists with guest queries regarding places to see
and things to do in the local area.
OVERVIEW
©© Manage luggage and carry
to guest’s room or vehicle on
departure
©© Inform guests about the hotel and
facilities
©© Provide maps and information
about the area
©© Liaise with transport carriers to
make travel arrangements and
retrieve lost luggage
©© Park and retrieve guest vehicles
©© Maintain cleanliness and
appearance of front of house area
©© Provide regional, local and national
information to guests and visitors
©© Be aware of local events and
functions, and suggest activities to
guests and visitors
©© Accommodate guest needs and
requests
©© Deliver mail to guests
©© Assist with luggage where necessary
©© Organise and book tours, transport
and entertainment for guests
©© Provide maps
©© Support in emergency situations
PORTER
CONCIERGE
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
ACCOMMODATION
CONTENTS
8 QUEENSLAND TOURISM INDUSTRY COUNCIL
ACCOMMODATION
GUEST SERVICE AGENT
Provides outstanding guest experiences from the
point of reservation to departure by demonstrating
commitment to service excellence and ensuring
guest satisfaction.
OVERVIEW
©© Greet guests
©© Answer telephone professionally
and direct calls
©© Anticipate guest needs
©© Local knowledge of the area
©© Maintain guest privacy and
confidentiality
©© Handle complaints
©© Pass on guest messages
©© Make reservations
©© Sell rooms
©© Liaise with Food and Beverage
personnel
©© Coordinate luggage handling and
storage
©© Ensure staff can effectively handle
reservations
©© Process payments and generate
invoices
©© Inspect common areas and ensure
guest rooms are presented at the
highest standard
©© Possess local knowledge of the area
KEY RESPONSIBILITIES
RELATED ROLES
`` Receptionist
`` Booking Agent
`` Night Auditor
`` Documentation Clerk
`` Office Assistant
`` Sales Consultant
`` Cruise Consultant
`` Reservation Sales Agent
`` Travel Consultant
`` Visitor Information Officer
`` Tour Guide
`` Museum Guide
CONTENTS
9TOURISM & HOSPITALITY CAREER GUIDE
Delivers exceptional guest service through high
cleaning standards, while controlling costs and
adhering to the housekeeping model.
OVERVIEW
©© Assist with controlling costs
through the responsible use of all
operating supplies, replacements
and consumables
©© Guarantee a high standard of
cleanliness in the room
©© Ensure a productive and
professional relationship with
colleagues and managers
©© Create guest satisfaction
©© Replenish trolley/pantry stock
©© Responsible use of the room
master key
©© Understand, comply and enforce
health and safety policies and
procedures and Workplace Health
& Safety Laws within the workplace
KEY RESPONSIBILITIES
HOUSEKEEPER
ACCOMMODATION
Join the award-winning team at
Brisbane’s Emporium Hotel.
Work with the leaders in luxury boutique service.
Emporium Hotel has a variety of casual, part-time and full-time
positions available.
Emporium Hotels
1000 Ann Street, Fortitude Valley QLD
hr@emporiumhotels.com.au
CONTENTS
10 QUEENSLAND TOURISM INDUSTRY COUNCIL
CAREER PROGRESSION   ACCOMMODATION
ACCOMMODATION
Matt Young
VICE PRESIDENT OF OPERATIONS - ACCOR HOSPITALITY
Matt was drawn to hospitality at an early age and he knew that hospitality
was where he wanted to focus his career. In his current role as Vice President
for Accor Hospitality, he enjoys the diversity in markets and projects
including new openings, rebranding and refurbishments.
When talking about the future of the industry, Matt believes digital and
technological advancements are going to change the way we work:
“This will certainly change the way we structure our
businesses and the talent we need to attract in our
employees.”
To those considering a job in hospitality, Matt wants to say that this industry
is a lifestyle that can be extremely rewarding:
“Your dedication and commitment will be rewarded and
the journey is incredible.”
Housekeeper Front Office Agent
Porter
Concierge
Housekeeping Supervisor Front Office Supervisor
Department Manager
General Manager
Accommodation Owner
CONTENTS
11TOURISM & HOSPITALITY CAREER GUIDECONTENTS
12 QUEENSLAND TOURISM INDUSTRY COUNCIL
FOOD&BEVERAGE
ĥĥ CHEF
ĥĥ COOK
ĥĥ BAKER
ĥĥ BAR ATTENDANT
ĥĥ BARISTA
ĥĥ WAIT STAFF
CONTENTS
13TOURISM & HOSPITALITY CAREER GUIDE
©© Prepare and present timely meals of
a high quality and standard portion
size
©© Supervise and delegate roles
among kitchen team members
©© Write back of house rosters and
plan shifts around labour costs
©© Maintain stock control through
recording and monitoring wastage
©© Order food, kitchen supplies and
equipment
©© Devise new menus and recipes
©© Consult with the Food & Beverage
Manager
©© Enforce strict hygiene regulations
©© Recruit and train staff
Fine Dining/Gourmet Chef
`` This chef is highly skilled in
delicacies or foreign dishes. They
excel in specialty dishes and are
often trained overseas.
Sauté Chef (Saucier)
`` Often regarded as the most
prestigious station in the kitchen,
this chef is responsible for making
sauces and other dishes, such as
meat, that are cooked in a sauce.
Pantry Chef (Garde Manger)
`` Specialises in cold foods, including
salads, pâtés, canapés, cold sauces
and dressings such as vinaigrettes,
chutneys and relishes.
Vegetable Chef (Entremettier)
`` Responsible for preparing
vegetables, soups, starches and
eggs.
Pastry Chef (Pâtissier)
`` In charge of making pastries and
desserts. Also responsible for
preparing the dessert menu and
ordering the equipment and food
for this department.
Roast Chef (Rotisseur)
`` Prepares any roasted or braised
meats on the menu, including steak,
veal or lamb.
CHEF
Plans and organises
the preparation and
cooking of food.
KEY RESPONSIBILITIES
SPECIALISATIONS
OVERVIEW
FOOD & BEVERAGE
CONTENTS
14 QUEENSLAND TOURISM INDUSTRY COUNCIL
COOK
Prepares and cooks food. They can work in many
different types of businesses including hotels,
motels, cruise ships, restaurants and cafes.
OVERVIEW
©© Food preparation and cooking
duties
©© Cleaning and organising kitchen
areas
©© Assisting the chef in cooking,
baking, butchering and presenting
the food
©© Ensure all menu items are available
throughout the trading day
©© Aid in the training of kitchen
attendants, junior apprentice chefs
or school students
©© Produce food to recipe portions
and presentation
©© Assist the chef with stocktake
©© Prepare, replenish and rotate stock
©© Correctly store food
©© Maintain and clean kitchen
equipment
©© Regulate temperatures on ovens,
grills, and perishable fridges
©© Cook using a range of methods
(baking, broiling, frying, roasting,
steaming)
©© Cater to guests’ dietary
requirements
KEY RESPONSIBILITIES
Designs and prepares bread, cakes, biscuits and other
pastry goods.
OVERVIEW
©© Clean and check the equipment
©© Check quality of raw materials and
weigh ingredients
©© Kneading, maturing, cutting,
moulding, mixing and shaping
dough and pastry goods
©© Preparing pastry fillings
©© Glaze or decorate cakes and
pastries with icing or cream
©© Developing and designing new
products
©© Monitoring oven temperatures and
product appearance
©© Order supplies
©© Operate slicing and wrapping
machines
©© Serve customers
KEY RESPONSIBILITIES
BAKER
FOOD & BEVERAGE
CONTENTS
15TOURISM & HOSPITALITY CAREER GUIDE
FOOD & BEVERAGE
Matt Golinski
QUEENSLAND CELEBRITY CHEF
After completing high school, Matt undertook a four-year apprenticeship
and went on to become Head Chef for various Australian and international
restaurants and travelled the world while working his craft.
Nowadays Matt spends much of his time teaching, promoting his mantra of
eating locally and supporting local farmers.
“To produce the best food you need the best ingredients, so you
need to form relationships with producers directly and get the
food direct from the farm as fresh as possible.”
What he enjoys most about his work is that it’s never‑ending learning and he
gets to express his creativity with food.
“If you want to grow and achieve success in the food industry, then
do your research, find the best restaurants, approach them and
ask to work there. Get your foot in the door, show some initiative
and enthusiasm as that’s often the thing that will get you noticed.
Continue to train yourself, don’t rely on people to train you. Learn
as much as you can all the time. Never stop learning. I wish you a
happy and rewarding career making your mark in the hospitality
industry.”
CAREER PROGRESSION   KITCHEN
Kitchenhand
Cook/Baker
Commis Chef
Demi Chef
Chef De Partie
Sous Chef
Executive Chef
Restaurant Manager
Specialisations
RELATED ROLES
KITCHEN
`` Food Service Manager
`` Kitchen Manager
`` Restaurateur
`` Caterer
`` Catering Assistant
`` Breakfast Cook
`` Fast Food Cook
`` Takeaway Cook
`` Kitchen Hand
CONTENTS
16 QUEENSLAND TOURISM INDUSTRY COUNCIL
BAR ATTENDANT
Prepares and mixes drinks for customers
in licensed venues.
OVERVIEW
©© Serve alcoholic and non-alcoholic
drinks, this includes drawing beer or
soft drink from the tap, or opening
bottles
©© Mix ingredients to make cocktails
and slice fruit to garnish drinks
©© Prepare and serve a variety of
coffees
©© Take payment, operate cash
registers and give change
©© Collect glasses from tables and
place them in glass-washing
machines
©© Wipe down tables and clean bar
service area
©© Arrange bottles and glasses on
shelves
©© Assist in the cellar and stock
control
©© Maintain workplace hygiene,
occupational health and safety, and
security procedures
©© Hold a Responsible Service of
Alcohol certificate
KEY RESPONSIBILITIES
Prepares and serves espresso coffee and other hot
beverages to patrons in restaurants, cafes, coffee
shops and dining establishments, using commercial
espresso machines.
OVERVIEW
©© Prepare and serve a variety of
coffees such as lattes, cappuccinos
and other espresso-based
beverages
©© Serve food items, such as pastries
or sandwiches
©© Clean and maintain coffee-making
areas and espresso machines
©© Select and grind coffee beans
©© Collect payment, operate cash
registers and give change
©© Assist in stock control
©© Maintain workplace hygiene, and
follow occupational health and
safety procedures
KEY RESPONSIBILITIES
BARISTA
FOOD & BEVERAGE
CONTENTS
17TOURISM & HOSPITALITY CAREER GUIDE
WAIT STAFF
Serves food and drinks to guests in hotels,
restaurants, clubs and similar establishments
(also known as Food and Beverage attendants).
OVERVIEW
©© Take reservations and prepare
seating
©© Set tables with clean linen or place
mats, cutlery, crockery and glasses
©© Welcome and seat customers,
present menus to guests
©© Talk to guests about the menu
and drinks, recommending
combinations or specials
©© Promote local produce and
attractions to visitors from
interstate and overseas
©© Take customers’ orders, process
orders and liaise with kitchen staff
or bar attendants
©© Serve food and drinks
©© Carve meat
©© Generate bills and present them to
customers
©© Handle money or credit cards
©© Clear tables and return dishes and
cutlery to kitchens
KEY RESPONSIBILITIES
FOOD & BEVERAGE
Sommelier
`` Sommeliers, also referred to as
wine stewards, are specialists in
wine and specialise in the correct
service of wine. They have a key
role in restaurants and can greatly
enhance a restaurant’s operation and
reputation. Sommeliers are expected
to have a considerable depth of
knowledge of wines, Australian wines
in particular, as well as French and
other international wine products. In
addition, they should have knowledge
of other beverages and food.
Mixologist
`` Mixologists are bar specialists who
know about modern bar products,
techniques and cocktail recipes.
Some consider mixology an art
form, since they can create a
range of new alcoholic beverages.
Mixologists maintain thorough
product knowledge of the menu
and premium beverage products to
facilitate up-selling and provide a
high level of customer service.
SPECIALISATIONS
RELATED ROLES
FRONT OF HOUSE
`` Glass Runner
`` Food Runner
`` Maître d'
`` Restaurant Cashier
`` Catering Assistant
`` Espresso Machine Operator
`` Function Host
CONTENTS
18 QUEENSLAND TOURISM INDUSTRY COUNCIL
FOOD & BEVERAGE
David Rolfe
FOOD AND BEVERAGE MANAGER				
NEXT HOTEL (SILVER NEEDLE HOSPITALITY GROUP)
David has been immersed within the hospitality industry for 17 years,
working with hotels and casinos in 11 different countries.
For David, hospitality is about interaction.
“We interact with so many different people – we pick
up, we learn, we look at mistakes. It’s about being
attentive to the people who are around us but without
being intrusive.”
David’s advice to those considering a career in hospitality is to experience
different establishments before making a decision if this industry is for you.
“You may find that you come to a hotel, a 5-star
property such as Next Hotel, and it’s just not the type
of environment you’re looking for. But you may find
that the local cafe down the road is exactly the type of
role you’re after. Step in, don’t be afraid to have a go
and you will find your niche.”
Food RunnerGlass Runner
Wait StaffBar AttendantBarista
Maître d'
Head Waiter/ressSenior Bar AttendantHead Barista
Floor Supervisor
F&B Supervisor
Specialisations
F&B Manager
Restaurant Manager
CAREER PROGRESSION   FRONT OF HOUSE
CONTENTS
19TOURISM & HOSPITALITY CAREER GUIDECONTENTS
20 QUEENSLAND TOURISM INDUSTRY COUNCIL
EVENTS&
ENTERTAINMENT
ĥĥ EVENT COORDINATOR
ĥĥ VENUE COORDINATOR
ĥĥ AUDIO TECHNICIAN
ĥĥ LIGHTING TECHNICIAN
ĥĥ STAGE MANAGEMENT TECHNICIAN
ĥĥ PUBLIC RELATIONS OFFICER
ĥĥ CATERER
ĥĥ ENTERTAINER
ĥĥ GAMING WORKER
CONTENTS
21TOURISM & HOSPITALITY CAREER GUIDE
©© Talk with clients about events and
offer suggestions to ensure their
requests can be met
©© Negotiate the type and costs of
services to be provided, in line with
the event budget
©© Organise the venue and ensure
that it is appropriately set up, with
regard to seating and decor
©© Consult with management to
ensure adequate staff members are
rostered for duty, and with catering
staff to plan the menu
©© Coordinate staff, allocate tasks and
ensure the program of events occur
on time
©© Find solutions to any problems
that arise concerning services or
programs provided
©© Collaborate with service providers
©© Follow up with clients to arrange
payment and, after the event, to
evaluate the service provided
©© Work with associated event support
officers to coordinate marketing
and promotional activities
©© Potentially seek sponsorship or
in-kind services and products for
scheduled events
©© Develop and manage event budget,
research costs and ensure services
and products associated with
event are delivered within budget
allocation
©© Collect and analyse data on projects
undertaken, and report on project
outcomes
EVENT COORDINATOR
KEY RESPONSIBILITIES
OVERVIEW
EVENTS & ENTERTAINMENT
Plans and organises
special events, such
as parties, weddings,
conferences and
conventions.
CONTENTS
22 QUEENSLAND TOURISM INDUSTRY COUNCIL
Operates technological equipment and services,
such as audio visual (AV) and music, during an event
or production.
OVERVIEW
Responsible for managing a venue, including
managing vendors, room layouts, catering needs,
and financial management.
OVERVIEW
©© Discuss the production’s sound
needs with sound designer
©© Identify places in the script where
any sound effects, music and
changes in sound level are needed
©© Pre-record any sound effects and
music to be used
©© Choose suitable equipment
©© Set up venue to ensure equipment
is working properly
©© Provide necessary electrical and
sound equipment when needed
©© Complete sound checks before a
performance
©© Operate the sound desk during
shows
©© Look after and repair equipment
©© Unload, set up, dismantle and load
equipment
©© Ensure the venue staff are aware of
the event plan
©© Guarantee that all the steps are
executed according to the planning
©© Coordinate catering and ensure
service runs on time
©© Organise venue layout to suit
client’s needs
©© Receive and report feedback from
clients and actively make efforts
to address any issues, seeking to
identify continuous improvement
wherever possible
AUDIO TECHNICIAN
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
EVENTS & ENTERTAINMENT
VENUE COORDINATOR
RELATED ROLES
`` Conference Coordinator
`` Civil Celebrant
`` Marketing Officer
`` Functions and Reservations
Manager
`` Events Assistant
`` Caterer
CONTENTS
23TOURISM & HOSPITALITY CAREER GUIDE
Sets up stages and controls lighting for venues,
video, television or film production.
OVERVIEW
Work with the production staff to plan and
design the stage.
OVERVIEW
©© Interpreting a lighting designer’s
plan
©© Planning where to run cables and
place lights
©© Helping to rig up the lighting
equipment
©© Making sure that lighting equipment
and generators are working
©© Programming consoles and loading
automated colour change systems
©© Taking cues from the stage
manager or floor manager
©© Operating manual and computer-
controlled lighting systems
©© Dismantling and packing away
equipment
©© Organise rehearsals
©© Work with staff to plan wardrobe, set,
scene changes, sound, and lighting
©© Keep the ‘prompt copy’ of the
script, which notes the performer’s
position on stage, script changes,
and the props, lighting and sounding
©© Liaise with theatre managers and
front-of-house staff
©© Supervise the ‘entry and exit’ - the
times when sets and equipment are
set up before the show and taken
down afterwards
©© Give cues to performers and
technical crew
©© Work with the production staff to
plan and design the stage
©© Manage and organise props
LIGHTING TECHNICIAN
STAGE MANAGEMENT
TECHNICIAN
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
EVENTS & ENTERTAINMENT
CONTENTS
24 QUEENSLAND TOURISM INDUSTRY COUNCIL
Plans, develops, executes and evaluates information
and communication strategies that present an
organisation to the public, clients and other
stakeholders.
OVERVIEW
Organise and control the food operations at events
and other establishments.
OVERVIEW
©© Organise and manage communication
and publicity for events, exhibitions,
conferences, product launches,
organisations and brands
©© Plan, develop and manage brand
identity, including risk assessments
and implement crisis management
plans to ensure that the reputation
is maintained
©© Monitor public opinion and media
coverage of organisation and assess
potential issues
©© Provide communication support
for organisational issues and crisis
management
©© Prepare public relations programs,
including the preparation of budgets
©© Respond to enquiries from the public,
media and other organisations
©© Coordinate media conferences
attended by journalists
©© Arrange interviews with journalists,
prepare and distribute media
releases, and liaise with and make
statements to the media
©© Write communication collateral
including media releases, key
messages, Q&As, speeches,
presentations, reports and brochures
©© Oversee production of visual, audio
and electronic material, including
managing websites
©© Conduct internal communication
courses, workshops and media training
©© Discuss catering arrangements with
clients
©© Talk with the chef to plan the menu
©© Supervise the purchase and storage
of food
©© Plan, coordinate and supervise the
activities of workers in dining rooms,
kitchens, bars and other areas
©© Make sure that the dining rooms,
kitchen, storage facilities and other
work areas are kept clean and
conform to health regulations
©© Ensure there is adequate security
for food and equipment
©© Keep records of payments and
expenses
©© Attend to complaints concerning
food and service
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
EVENTS & ENTERTAINMENT
PUBLIC RELATIONS
OFFICER
CATERER
RELATED ROLES
`` Account Officer
`` Marketing Officer
`` Digital or Production Officer
`` Client Relationship Officer
RELATED ROLES
`` Chef
`` Cook
`` Bar Attendant
`` Wait Staff
`` Barista
CONTENTS
25TOURISM & HOSPITALITY CAREER GUIDE
Captivate, amuse or thrill an audience with
dramatic, musical and other performances. They
may perform a variety of tasks depending on their
area of expertise.
OVERVIEW
SPECIALISATIONS
ENTERTAINER
©© Singer ©© Musician
©© Comedian©© Dancer
EVENTS & ENTERTAINMENT
NEXT
LEVEL
VENUE
NEXT
LEVEL
CAREERS
Brisbane’s employer of choice.
Unrivalled experience – over 18,000 events
hosted over 21 years.
Award winning team - voted ‘Worldwide
Convention Team of the Year’.
Outstanding career choices – access to
unique career opportunities.
Well connected – BCEC working to connect
students with jobs.
Grow your career – on the job learning,
access to Centre’s RTO programs.
Career development – fostering employment
and education opportunities.
Let’s talk. Call 07 3308 3060,
email humanresources@bcec.com.au or visit bcec.com.au
Owned by South Bank Corporation. Proudly managed by AEG Ogden.
CONTENTS
26 QUEENSLAND TOURISM INDUSTRY COUNCIL
EVENTS & ENTERTAINMENT
Samantha Thompson
BUSINESS DEVELOPMENT MANAGER (BUSINESS EVENTS)			
GOLD COAST TOURISM CORPORATION
The tourism industry is something Samantha has been involved with since
the age of 14. She has worked in other industries, but she found her true love
when she began her career in the MICE (meetings, incentives, conferences
and events) sector, working for Gold Cost Tourism Corporation (GCTC).
After she gained as much industry experience as she could, she established
relationships with representatives of GCTC and made her intentions clear
that she wanted to become part of the GCTC team. She waited patiently and
then the right job came up at the right time.
“I am thankful every day for where I am now. I love
business development and teamed with tourism it
makes for a very interesting and fun role. This is my
dream job!”
Samantha’s message to everyone considering a career in tourism is:
“If you genuinely enjoy learning about travelling and
connecting with people, in a fast-paced, fun and
energetic environment, come and join us!”
CAREER PROGRESSION   EVENTS
Catering AssistantEvent Assistant
CatererProduction Staff
Public RelationsVenue CoordinatorEvent Coordinator
Team Supervisor
Section Manager
CONTENTS
27TOURISM & HOSPITALITY CAREER GUIDE
Provides gaming services in casinos, hotels and
other gambling establishments.
OVERVIEW
GAMING WORKER
©© Monitor cash given to cashiers and
transactions of gaming tokens (also
called chips)
©© Look for possible incidents and settle
disputes arising at gaming tables
©© Deal games in accordance with
casino rules, policies and procedures
©© Advise patrons about the rules and
etiquette of games
©© Check gaming equipment and make
sure it is in good working condition
©© Report any missing or damaged
equipment
KEY RESPONSIBILITIES
RELATED ROLES
`` Croupier
`` Gaming Inspector
`` Gaming Machine Technician
`` Games Dealer
`` Casino Manager
EVENTS & ENTERTAINMENT
Floor Supervisor
Director of Operations
Croupier
Gaming Machine
Technician
Table Games
Dealer
Gaming Manager
CAREER PROGRESSION   GAMING
CONTENTS
28 QUEENSLAND TOURISM INDUSTRY COUNCIL
TOURISM
SPECIALISATION
ĥĥ ECOTOURISM
ĥĥ MARINE TOURISM
ĥĥ AGRITOURISM
ĥĥ CULTURAL TOURISM
CONTENTS
29TOURISM & HOSPITALITY CAREER GUIDE
TOURISM SPECIALISATION
ECOTOURISM
Ecotourism aims to preserve the
integrity of the destination. Its focus is
on conserving the local environment
and historical heritage, while supporting
the culture and encouraging people to
look after the natural resources that
attract them to the region.
Many tourists are looking to travel
to pristine and aesthetically pleasing
locations to experience something
new and beautiful. Unfortunately, it is
usually these environments that are the
most fragile and susceptible to outside
influences and impacts. To ensure these
amazing regions are preserved for the
future, travellers must do their part in
their protection.
Ecotourism operations promote
sustainable travel that benefits local
communities, culture, and heritage and
minimise impacts on the environment.
It focuses on educating tourists on
travelling green.
Providing accommodation that restricts
mass tourism in sensitive environments
ensures that the natural regeneration
rate of the environmental asset is not
compromised and ensures the longevity
of the resource.
WHAT IS ECOTOURISM?
Ecotourism is ecologically sustainable tourism with
a primary focus on experiencing natural areas that
fosters environmental and cultural understanding,
appreciation and conservation.
Source: Ecotourism Australia
Join us and help protect
Queensland’s national parks.
For more information npsr.qld.gov.au/about/
employment/become-a-ranger
Become a Park Ranger
Ad69AdAdA2.PhotootoMa:Ma:MximeCoqrduard@QdGldGovtovto
Rangers share Queensland’s national parks
with visitors from around the world.
They manage fires, weeds and feral animals,
build and maintain tracks, boardwalks and
camping areas.
Queensland Parks and Wildlife Service is responsible for conserving,
presenting and sharing all of Queensland’s national parks.
ECOTOURISM
CONTENTS
30 QUEENSLAND TOURISM INDUSTRY COUNCIL
Amanda Jennings
GENERAL MANAGER - CAPRICORN CAVES
Amanda Jennings, winner of the Australian Regional Tourism Network
Young Achiever (2009), started her career as a café kitchen assistant and
front counter service attendant when she was at High School.
Within six years, Amanda became the General Manager of Capricorn Caves,
one of the most popular tourist attractions in Central Queensland (Gold
winner of the Tourist Attraction category at the 2015 Queensland Tourism
Awards).
Amanda’s message to those considering a career in tourism is:
“It is not an easy industry but it is very rewarding!”
She encourages others to work hard and find their passion!
Agritourism
©© Agriculture generates more than
$13.7 billion per annum for the
Queensland economy.
©© Almost 144 million hectares (83 per
cent) of the land in Queensland is
used for agriculture.
Source: Department of Agriculture, Fisheries
and Forestry
Marine Tourism
©© Queensland’s coastal waters total
around 121,994 square kilometres.
©© It is estimated that 87% of
Queensland’s population live within
50km of the ocean.
©© Australia’s marine-based industries
contributed more than $42 billion to
the national economy in 2009-10.
©© Marine tourism is a large industry in
Queensland which provides many
jobs and opportunities. The marine
tourism industry involves tourism
operators, small local businesses,
marine researchers and associated
industry suppliers.
Sources: Geoscience Australia, Australian
Bureau of Statistics, Australian Institute of
Marine Science.
FUN FACTS
TOURISM SPECIALISATION
Ecotourism
©© Queensland is one of the most
naturally diverse places in the world,
with a rich cultural heritage.
©© Queensland is home to five of
Australia’s 19 World Heritage Areas
and more than 1,300 national parks,
marine parks, state forests and other
protected areas.
©© Nature-based and ecotourism is one
of the state’s major tourism sectors.
©© Visitors who include a national park as
part of their itinerary spend a total of
$4.4 billion in Queensland, of which
$749 million is spent exclusively in
national parks.
Source: Ecotourism Australia and
Department of National Parks, Sport and
Racing.
DID YOU KNOW?
CONTENTS
31TOURISM & HOSPITALITY CAREER GUIDE
MARINE TOURISM
AGRITOURISM
WHAT IS MARINE TOURISM?
WHAT IS AGRITOURISM?
Marine tourism occurs on, under, over, and around the
ocean. This includes areas such as beaches, estuaries,
reefs, deep ocean, and airspace over water. Recreational
activities related to marine tourism can include stand-
up paddleboarding, yachting, cruising, windsurfing,
wildlife watching, professional/amateur diving, boat
touringandfishing.
Agritourism involves tourism experiences that are
agriculturallybased.Thisincludesfarmoroutbackstation
experiences, vineyards, and fruit picking. Agritourism
helps rural areas boost their income opportunities and
provides a chance to showcase the quality regional
food, wine and agricultural lifestyles. The food and wine
industry of agritourism is popular, where tourists can
witness a ‘paddock to plate’ experience with authentic
regional produce.
TOURISM SPECIALISATION
CONTENTS
32 QUEENSLAND TOURISM INDUSTRY COUNCIL
QTIC INDIGENOUS TOURISM CHAMPIONS NETWORK
TOURISM SPECIALISATION
CULTURAL TOURISM
There are a large variety of Indigenous tourism experiences that
tourists can partake in, such as:
©© Traditional Aboriginal food, or ‘Bush
Tucker’, including nuts, seeds and
fruits, and wild game such as emu,
kangaroo and fish
©© Experience Aboriginal Art including
rock art, bark painting, etchings and
dot artwork
©© Watch traditional performances
©© Learn about traditional hunting
methods, like the boomerang
or spear
©© Listen to dreamtime stories
©© Hear the didgeridoo played
WHAT IS CULTURAL TOURISM?
Cultural tourism is concerned with a country’s culture which includes
lifestyle, history, art and architecture. Australia’s Indigenous culture
is one of the world’s most ancient living cultures and is an important
part of the nation’s tourism experience. Indigenous Australian culture
is a key international tourism driver, aiming to increase awareness and
participation in experiences.
`` The QTIC Tourism Indigenous Employment Champions Network, supported by The Star Entertainment Group, aims to
support tourism employers to engage and manage Indigenous employees. The project is the first of its kind in Queensland
and aims to increase operators’ awareness of how to encourage and maintain increased participation of Indigenous
Australians within the mainstream tourism industry.
`` The Network is a group of tourism operators that have exhibited best practice in the recruitment and retention of Indigenous
employment. Together with the Champions, QTIC has developed a range of resources for tourism operators, presented at
numerous industry conferences, facilitated industry forums, provided tourism industry career path information to Indigenous
students and job seekers, and identified Indigenous employment placements within the industry.
`` QTIC is continually expanding the Network and is actively seeking businesses and support agencies who would like to
join us in pro-actively supporting the employment of Indigenous people within the mainstream tourism industry. Please
contact the QTIC Business Development team on (07) 3236 1445 or email champions@qtic.com.au.
FACTSABOUTINDIGENOUS
TOURISM IN AUSTRALIA
`` Aboriginal tourism experiences
are worth $6.4 billion to the
Australian economy annually.
`` Approximately 14% of visitors
to Australia participate in an
Aboriginal cultural experience
during their visit.
`` Visitors from UK, North
America and Europe are most
likely to participate in an
Indigenous experience.
`` QTIC operates a number of
programs and projects in
partnership with industry
to promote and increase
Indigenous representation
within the tourism workforce.
CONTENTS
33TOURISM & HOSPITALITY CAREER GUIDECONTENTS
34 QUEENSLAND TOURISM INDUSTRY COUNCIL
ATTRACTIONS
&ADVENTURE
ĥĥ TOUR GUIDE
ĥĥ TOUR OPERATOR
ĥĥ MUSEUM GUIDE
ĥĥ ADVENTURE ACTIVITIES
INSTRUCTOR
ĥĥ GUEST SERVICE ATTENDANT
ĥĥ RIDE OPERATOR
ĥĥ WILDLIFE EDUCATION OFFICER
ĥĥ WILDLIFE ATTENDANT
CONTENTS
ATTRACTIONS & ADVENTURE
TOUR GUIDE
Accompanies visitors and tourists on tours,
providing information on the history, attractions,
environment, culture, places of interest and other
knowledge relevant to tourists and travellers.
OVERVIEW
©© Organise transport where required,
ensuring tourists are collected and
dropped off on time at the correct
location
©© Meet visitors and make
introductions, ensuring guests
attend the correct tour
©© Lead tour groups and potentially
drive coaches
©© Advise tourists of local places of
interest
©© Prepare and present tour
commentaries on suitable sites,
attractions or monuments
©© Maintain contact with
transportation companies
©© Coordinate tour activities such
as visits to local attractions,
restaurants or shops, train rides,
cruises, extended tours, white
water rafting, bushwalking and
mountaineering
©© Research local area, ensuring
knowledge is always current
©© Attend to operational problems
such as booking errors and
amendments, lost luggage or illness
©© Provide first aid if needed
©© Maintain written reports of daily
activities and carry out other
administrative work
KEY RESPONSIBILITIES
RELATED ROLES
`` Sea Kayaking Guide
`` Bushwalking Guide
`` Raft Guide
`` Cave Guide
`` Cycle Tour Guide
`` Mountain Bike Guide
`` 4WD Guide
CONTENTS 35TOURISM & HOSPITALITY CAREER GUIDE
36 QUEENSLAND TOURISM INDUSTRY COUNCIL
TOUR OPERATOR
Responsible for designing, organising, preparing,
and hosting tours and packages for visitors.
OVERVIEW
©© Liaise with coach operators,
airlines, hoteliers and other industry
suppliers and representatives
©© Produce brochures and internet-
based information, including social
media and website management,
to inform potential visitors about
tours and packages on offer
©© Provide pricing information
©© Reply to visitor enquiries and visitor
feedback
©© Manage bookings, invoicing and
issuing of tickets
©© Confirm visitor names and booking
details to ensure they receive
correct tour information
KEY RESPONSIBILITIES
RELATED ROLES
`` Walking Tour Guide
`` Tourist Information Officer
`` Interpreter
`` Airline Passenger Officer
Responsible for greeting and attending to enquiries
from museum visitors, and ensuring the safety and
protection of the exhibits.
OVERVIEW
©© Conduct tours of museums or
galleries
©© Answer enquiries
©© Direct visitors to specific exhibits
©© Provide information on exhibits
©© Control access to exhibits for
visitors
©© Ensure all visitors have left the
venue at closing time
©© Prevent unauthorised entry
©© Inspect membership cards,
admission passes and tickets
©© Patrol museum or gallery to ensure
security
KEY RESPONSIBILITIES
MUSEUM GUIDE
ATTRACTIONS & ADVENTURE
CONTENTS
37TOURISM & HOSPITALITY CAREER GUIDE
Guides and instructs individuals and groups
undertaking adventure based activities. These
may include abseiling, bike touring, diving, hiking,
kayaking, rafting, rock climbing, surfing or other
adventure activities.
OVERVIEW
©© Plan and prepare activities to suit
the needs, abilities and experience
of each individual or group
©© Create skills development and
training programs
©© Critique technique, apply a variety
of appropriate instructional
strategies and assess participant’s
skill acquisition at the end of a
program or session
©© Provide advice on safety
procedures and risk-avoidance
measures
©© Advise on matters such as
equipment selection and
appropriateness of particular
destinations or activities
©© Check weather conditions before
starting sessions, assessing hazards
and managing risks
©© Respond to emergencies during
outdoor recreation activities by
providing first aid assistance and
organising means of evacuation
©© Conduct assessments to decide on
skill level of a participant
KEY RESPONSIBILITIES
ADVENTURE ACTIVITIES
INSTRUCTOR
ATTRACTIONS & ADVENTURE
RELATED ROLES
`` Climbing Instructor
`` Surfing Instructor
`` Sailing Instructor
CONTENTS
ATTRACTIONS & ADVENTURE
John Sharpe
CO-OWNER - RIVERLIFE
John chose to be in the tourism industryin the early2000s when developing
the Story Bridge Adventure Climb project.
“I thought it was something exciting to do and we could
develop new concepts and new adventures, based
around Brisbane and the Brisbane River.”
The thing John enjoys most about working in the tourism industry is meeting
people from different countries as well as locals, and experiencing fun
adventures with them.
John advises people considering a career in tourism to look at what they
enjoy.
“If you enjoy dealing with customers, being with people,
and giving great customer service, then you should
definitely pursue a career in tourism. You should do
lots of research which means going out travelling and
see what other people offer to make sure you would be
happy working in tourism.”
Area Manager
Tour Operator
Senior Instructor Senior Guide
GuideInstructor
Tour Supervisor
CAREER PROGRESSION   TOURS
CONTENTS38 QUEENSLAND TOURISM INDUSTRY COUNCIL
Take it to the
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CRICOSProviderCode:00117J
Picture: 16-storey Sky Trees, part of major
new tourism development in Singapore
CONTENTS 39TOURISM & HOSPITALITY CAREER GUIDE
40 QUEENSLAND TOURISM INDUSTRY COUNCIL
Welcomes guests into an amusement park and attends
to needs, enquiries and complaints.
OVERVIEW
©© Open and close the amusement
park
©© Monitor park signage for accuracy
and issue corrections as required
©© Sell guests’ tickets and welcome
them into the park
©© Provide maps and information on
program of events
©© Handle guest complaints including
approving refunds
©© Assist with guest complaints on
social networking sites, phone, and
email
©© Ensure smooth running of daily
operations of guest service
department
©© Oversee special events or extended
trade hours
©© Advise staff of current product and
promotional information
©© Execute promotional activities
©© Perform aspects of training and
recruitment
©© Conduct technical, customer
service and presentation audits
KEY RESPONSIBILITIES
GUEST SERVICE
ATTENDANT
ATTRACTIONS & ADVENTURE
CONTENTS
41TOURISM & HOSPITALITY CAREER GUIDE
ATTRACTIONS & ADVENTURE
RIDE OPERATOR
Responsible for the safe and efficient operation of
rides at an amusement park, carnival or fair.
OVERVIEW
©© Ensure safe and efficient operation
of the ride or attraction
©© Provide excellent service to guests
and facilitate a fun experience
©© Help guests get on and off the ride
safely
©© Operate equipment according to
training and safety procedures
©© Identify hazards and respond
appropriately to prevent accidents
©© Work quickly and safely to minimise
queue lines
©© Deliver accurate record keeping
©© Report all maintenance and safety
issues to the correct personnel
©© Communicate with staff
and management regarding
improvements
©© Maintain a high standard of
professionalism
©© Work among potentially high
pressure environments
KEY RESPONSIBILITIES
Area Manager
Senior Ride Operator
Senior Guest Service
Attendant
Guest Service AttendantRide Operator
Team Supervisor
CAREER PROGRESSION   ATTRACTIONS
CONTENTS
42 QUEENSLAND TOURISM INDUSTRY COUNCIL
WILDLIFE EDUCATION
OFFICER
Provide information to visitors about the wildlife on
display, this may include conservation information
or handling of wildlife.
OVERVIEW
KEY RESPONSIBILITIES
ATTRACTIONS & ADVENTURE
©© Enforce guest, visitor and staff
safety regulations and procedures
©© Transport animals to education
facilities and other venues
©© Assist with breeding programs
©© Prepare veterinary approved diets
©© Observe designated animals daily,
checking appearance and health
©© Train staff in procedures, policies,
and practices
©© Plan and present education
programs
©© Provide guest interaction by
roving the park with appropriate
animals, answer questions, deliver
conservation message, ensure
guest and animal safety
©© Participate in public relations and
promotional activities
©© Ensure correct operating
procedures and policies
©© Competently perform capture and
restraint techniques of different
animals
©© Train, mentor, and monitor team
members to competently perform
animal husbandry duties
©© Have a high level of competency
and ability interpreting animal
behaviour, conditioning animals
and extinguishing undesirable
behaviours
©© Deliver wildlife talks and
presentations to the public and
respond to questions from guests
CONTENTS
43TOURISM & HOSPITALITY CAREER GUIDE
WILDLIFE ATTENDANT
Provide hands-on coordination and interaction with
the wildlife in care, including feeding, cleaning, or
treating animals.
OVERVIEW
©© Perform basic husbandry – feeding
and treating animals, cleaning
quarters, transferring animals,
maintaining facilities, watching for
illness or injury, monitoring breeding
©© Prepare food according to
procedure
©© Aid in food preparation and food
stocktake
©© Log duties on a daily basis, including
daily records and notes of animals
and events
©© Maintain animal enclosures and
designated areas
©© Observe animals daily to check
appearance and health
©© Clean and maintain all tools and
equipment to safe working order
©© Enforce safety regulations and
procedures
©© Assist with wildlife talks to the
public providing relevant and
accurate information
KEY RESPONSIBILITIES
ATTRACTIONS & ADVENTURE
Senior Wildlife Officer
Senior Wildlife Attendant
Wildlife Attendants
Wildlife Curator
CAREER PROGRESSION   WILDLIFE
Wildlife Supervisor
Wildlife Education
Officer
CONTENTS
44 QUEENSLAND TOURISM INDUSTRY COUNCIL
INFORMATION
SERVICES&SALES
ĥĥ VISITOR INFORMATION OFFICER
ĥĥ TRAVEL CONSULTANT
CONTENTS
45TOURISM & HOSPITALITY CAREER GUIDE
©© Answer questions from tourists,
visitors, local residents and other
tourism industry colleagues,
face-to-face over the counter, by
telephone or social media
©© Make suggestions on tours, travel
routes, accommodation and local
attractions
©© Maintain literature and/or brochure
stocks
©© Sell souvenirs and other
merchandise
©© Coordinate volunteers or part-time
staff
©© Discuss transport, accommodation
and tour availability and costs
©© Provide literature and information
on local, interstate and international
tours and places of interest
©© Arrange bookings and documentation
for travel and accommodation, and
collect payment
©© Assist travel agents and tour
operators in preparing itineraries
for tourists
©© Undertake general clerical and
office duties
©© Compile statistics on the number
and nature of enquiries
©© Be responsible for overall
presentation of the information
centre
VISITOR INFORMATION
OFFICERProvides travel,
hospitality and
accommodation
information to tourists,
promotes tourism,
and assesses tourism
opportunities for
interesting places.
KEY RESPONSIBILITIES
OVERVIEW
INFORMATION SERVICES & SALES
RELATED ROLES
`` Airline Passenger Officer
`` Guest Service Attendant
`` Tour Guide
`` Cultural Guide
`` Museum Guide
`` Receptionist
Visitor Information Officer
Visitor Information Volunteer
Centre Manager
CAREER PROGRESSION   VISITOR INFO OFFICER
Centre Supervisor
CONTENTS
46 QUEENSLAND TOURISM INDUSTRY COUNCIL
©© Provide literature and information
to clients concerning local,
interstate and international tours,
travel routes, accommodation,
local customs, fares, and travel
regulations
©© Discuss client requirements and
advise on suitable options
©© Plan, prepare and cost itineraries
(travel plans) for clients
©© Make travel, accommodation and
related bookings
©© Confirm bookings and notify clients
of luggage limits and insurance,
medical, passport, visa and currency
requirements
©© Issue tickets for travel,
accommodation vouchers and all
relevant documentation
©© Collect payments and maintain
records of transactions
©© Assist with changes to travel
arrangements and bookings
TRAVEL CONSULTANT
Provide information,
advice and booking
services.
KEY RESPONSIBILITIES
OVERVIEW
RELATED ROLES
`` Airline Passenger Officer
`` Booking Agent
`` Guest Service Attendant
`` Customer Service Officer
`` Reservation Sales Agent
`` Tour Operations Consultant
`` Receptionist
SPECIALISATIONS
`` Domestic Travel Consultant
`` International Travel Consultant
`` Business/CorporateTravel Consultant
`` Wholesale Travel Consultant
INFORMATION SERVICES & SALES
CAREER PROGRESSION   TRAVEL CONSULTANT
SeniorTravel Consultants
Travel Consultants
Team Leader
Assistant Store Manager
Area Leader
Store Manager
Regional Manager
CONTENTS
47TOURISM & HOSPITALITY CAREER GUIDE
BEGIN YOUR CAREER
IN THE EYE-OPENING
WORLD OF TRAVEL!
We’re looking for Travel Sales Consultants to join
the Flight Centre team across Queensland.
A career with Flight Centre is more than just travel - we thrive on exciting adventures,
learning new things and delivering outstanding customer experiences every time.
It’s about being part of a company we believe in.
If you’re a high achiever who’s interested in beginning a career where your love of travel
is considered an asset, you could be our newest recruit!
We offer a wide range of benefits including exclusive employee discounts, educational
trips, global conferences, and opportunities to join one of our teams overseas.
We also continually strive to give our people a clear path to achieving their career goals
through our comprehensive training and development programs.
Join the team that will take you places.
APPLY NOW
at flightcentre.com.au/careers and watch your career take off!
CONTENTS
48 QUEENSLAND TOURISM INDUSTRY COUNCIL
TRANSPORT&
INFRASTRUCTURE
ĥĥ PILOT
ĥĥ FLIGHT ATTENDANT
ĥĥ AIRLINE PASSENGER OFFICER
ĥĥ TRAFFIC CONTROLLER
ĥĥ GROUND HANDLER
ĥĥ DRIVER
ĥĥ TRAIN DRIVER
ĥĥ TRAIN CREW
ĥĥ NETWORK CONTROLLER
ĥĥ DECKHAND
ĥĥ COXSWAIN
ĥĥ CUSTOMS OFFICER
ĥĥ ENGINEERING AND MAINTENANCE
CONTENTS
49TOURISM & HOSPITALITY CAREER GUIDE
Flies various types of aircraft, including light
planes, helicopters or airline aircraft. They can
transport passengers, mail and freight within
Australia, internationally on scheduled airline and
non-scheduled charter services, or provide other
aviation services as required.
OVERVIEW
©© Prepare flight plans based on
weather forecasts and operational
information
©© Ensure aircraft is properly loaded
for a safe and efficient flight
©© Check fuel and maintenance status,
flight controls, instruments and
aircraft engines prior to flight
©© Fly aircraft according to established
operating and safety procedures
under a range of flight conditions,
including extreme weather and
emergency situations
©© Make sure passengers are correctly
informed of emergency procedures
and weather conditions, and
maintain care of passengers
PILOT
KEY RESPONSIBILITIES
TRANSPORT & INFRASTRUCTURE
CAREER PROGRESSION   PILOT
Private Licence Recreational Licence
Commercial Licence AirTransport Pilot Licence
First Officer
Captain
CONTENTS
50 QUEENSLAND TOURISM INDUSTRY COUNCIL
Provides on-board service to aircraft passengers
and ensures the observance of airline safety
procedures.
OVERVIEW
©© Conduct pre-flight cabin checks,
also check boarding passes and
direct passengers to seats
©© Advise passengers of safety
regulations
©© Distribute reading material, serve
meals and drinks
©© Provide first aid treatment and
assist sick passengers
©© Prepare for emergency landings
and the evacuation of passengers
©© Anticipate and provide for the
comfort of passengers needing
special attention, including
unaccompanied children, parents
with infants, people with disability,
the elderly and non-English-
speaking passengers
©© Take action in the event of
decompression, turbulence,
mechanical malfunction or unlawful
acts by passengers
FLIGHT ATTENDANT
KEY RESPONSIBILITIES
TRANSPORT & INFRASTRUCTURE
Cabin Supervisor
Flight Attendant
Purser
CAREER PROGRESSION   FLIGHT ATTENDANT
Cabin Manager
CONTENTS
51TOURISM & HOSPITALITY CAREER GUIDE
Works at the airport providing customer-related
services such as check-in and boarding procedures,
providing information and directions, locating
lost luggage and assisting passengers who require
special attention.
OVERVIEW
©© Issue and check tickets and travel
documents, check-in passengers for
their flight and allocate seats on the
aircraft
©© Check baggage size and weight
©© Direct passengers to immigration
and/or departure gates, and provide
information about customs and
immigration procedures
©© Assist with passenger enquiries and
complaints
©© Attend to travelling airline staff and
crew
©© Provide information about flight
arrival and departure times and use
the public address (PA) system to
make announcements to arriving
and departing passengers
©© Guide passengers to luggage areas
and assist passengers with lost
luggage
©© Help passengers requiring special
assistance, such as VIPs, disabled
and elderly passengers, parents
with infants and unaccompanied
minors
©© Ensure security measures are
adhered to at all times
AIRLINE PASSENGER
OFFICER
KEY RESPONSIBILITIES
TRANSPORT & INFRASTRUCTURE
Team Supervisor
Airline Passenger Officer
Operations Manager
CAREER PROGRESSION   AIRLINE PASSENGER OFFICER
Area Supervisor
CONTENTS
52 QUEENSLAND TOURISM INDUSTRY COUNCIL
Manages the safe and orderly flow of aircraft into,
out of and between airports in Australia. They also
work with overseas regions adjoining Australian
airspace.
OVERVIEW
©© Maintain radio contact with pilots
to keep aircraft separated in
‘corridors’ of controlled airspace,
on air routes and near major
airports
©© Use radar to monitor and control
aircraft movements
©© Ensure aircraft operate only on
prearranged routes and at approved
altitudes
©© Provide information and assistance
to pilots and emergency services
during in-flight emergencies
TRAFFIC CONTROLLER
KEY RESPONSIBILITIES
TRANSPORT & INFRASTRUCTURE
FRANKLYN
SCHOLAR
DEVELOPING
WORKFORCE
EXPERTISE™
RTO 7134
Franklyn Scholar delivers certificate
and diploma qualifications to
people passionate about the travel
and tourism industry.
Find out how a travel and tourism
qualification could benefit you.
info@franklynscholar.edu.au
1300 848 795
franklynscholar.edu.au
Franklyn Scholar (Australia) Pty Ltd (RTO Code: 7134)
CONTENTS
53TOURISM & HOSPITALITY CAREER GUIDE
TRANSPORT & INFRASTRUCTURE
Performs various jobs to prepare planes for flight.
Duties vary between airports and airlines.
OVERVIEW
©© Deliver a high standard of customer
service
©© Handle baggage and freight
©© In some cases, use material
handling equipment such as
forklifts, conveyors belts and
freight delivery vehicles
©© Ensure customer safety
©© Assist with fuelling planes
©© Keeping the plane clean, both
exterior and interior
©© Follow safety and security
procedures
GROUND HANDLER
KEY RESPONSIBILITIES
Operations Manager
SeniorTraffic Controller Senior Ground Handler
Ground HandlerTraffic Controller
Area Supervisor
CAREER PROGRESSION   AIRPORT OPERATIONS
CONTENTS
54 QUEENSLAND TOURISM INDUSTRY COUNCIL
Transports passengers in vehicles (car, taxi, bus,
charter) and maintaining high level of customer
service by ensuring all operations are timely,
professional and safe.
OVERVIEW
Drives trains along a rail network to transport
passengers or freight.
OVERVIEW
©© Drive passenger vehicles in a safe
and comfortable manner according
to road conditions and legislative
requirements
©© Perform daily vehicle safety check
as per check sheet and Department
of Transport requirements
©© Carry out simple emergency
maintenance while on tour
©© Maintain security of cash handling
at all times, including the complete
and correct documentation of
collection of payments as per policy
and procedures
©© Exhibit professional guiding and
presentation standards by greeting
passengers in a friendly manner and
reporting any complaints or concerns
©© Ensure security of the coach and
passenger luggage
©© Brief customers on general safety
procedure at the beginning of
the journey, and specify safety
procedures throughout the tour
according to location requirements
©© Ensure all passengers have an
understanding of the itinerary in
regards to timings, or activities on
tours and journeys
©© Answeranyqueriesfromthepassengers
©© Provide timely and appropriate
commentary or interpretation to
group throughout the day
©© Coordinate group requirements
with suppliers, such as
accommodation venues, caterers,
attractions, and communicating
with reservations staff
©© Operate the train’s controls
©© Manage and coordinate train
movements
©© Stop at stations to pick up
passengers or freight
©© Inspect trains and report defects or
adjustments
©© Shunt rolling stock in marshalling yards
©© Provide information to passengers
using an on-board communications
system
©© Refuel diesel trains and check
oil, water and sand, and top up as
necessary
©© Observe and obey rail signalling
instructions, speed limits and
other railway rules, procedures
and instructions from the network
control centre
DRIVER
TRAIN DRIVER
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
TRANSPORT & INFRASTRUCTURE
CONTENTS
55TOURISM & HOSPITALITY CAREER GUIDE
Manages customer service on suburban and long-
distance passenger trains.
OVERVIEW
Moves trains across their area of control using
computerised and mechanical control systems, and
liaise with other employees across the network to
ensure trains run to schedule and safety standards
are maintained.
OVERVIEW
©© Maintain the safety of the train and
security of freight
©© Ensure passengers get on and off
the train safely, and take action
if there is an accident or if a
passenger becomes ill
©© Provide on-board customer service
to passengers
©© Adhere to train timetables
©© Inspect trains, carry out any
adjustments and report major
problems
©© Operate mechanical or
computerised signal equipment to
control the running of trains
©© Liaise with all areas of the rail
system to ensure smooth running
of trains
©© Use computerised control systems
to coordinate the safe crossing of
trains and ensure they are on the
right path
©© Control when the trains stop and
start, ensuring they arrive at their
destinations on time
©© Initiate and manage emergency
procedures in the event of an
incident, and coordinate the train
network so that each train within
the area remains safe
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
TRAIN CREW
NETWORK
CONTROLLER
TRANSPORT & INFRASTRUCTURE
CONTENTS
56 QUEENSLAND TOURISM INDUSTRY COUNCIL
Undertakes a wide range of fishery and maritime
work on land and at sea, including communications,
supply, seamanship, hospitality and stores. They
may also use equipment such as nets, lines and
traps to catch, sort and store fish, crustaceans and
molluscs. Deckhand is an entry level position within
the coastal shipping industry.
OVERVIEW
©© Relay information to crew, other
ships and harbour authorities using
radio and satellite equipment
©© Provide hospitality services such as
table preparation, bar service and
cabin care for patrons
©© Sort, clean, process, preserve and
package catches
©© Attach runners, weights, buoys,
anchors, poles, stakes, wood or
metal beams to nets, traps or pots
©© Load, unload and stow supplies and
equipment
©© Operate dinghies, dories, winches
and other deck equipment
KEY RESPONSIBILITIES
TRANSPORT & INFRASTRUCTURE
DECKHAND
Starting a career with us could
be the beginning of something
amazing for you!
Email HR@wyn.com or visit us at
www.wyndhamap.com/careers
Wyndham Vacation Resorts Asia Pacific is
part of Wyndham Worldwide Corporation,
one of the world’s largest hospitality
companies providing hotels, timeshare
resorts, vacation rentals and timeshare
exchange. The company employs more
than 34,000 staff members worldwide.
From our Asia Pacific headquarters on the
Gold Coast, Queensland, Australia, and
office in Singapore, Wyndham operates
two business arms: Wyndham Vacation
Resorts Asia Pacific and Wyndham Hotel
Group South East Asia and Pacific Rim.
Our success starts with our employees
and we take great pride in recruiting the
very best talent. We are passionate about
our employees reaching their full potential,
providing world-class career development
and training.
We provide the journey,
you determine the destination.
HR11077
CONTENTS
57TOURISM & HOSPITALITY CAREER GUIDE
Manages the operation of small commercial marine
vessels, such as fishing boats, ferries, water taxis,
jet boats, yachts, catamarans and tourist craft.
OVERVIEW
©© Manoeuvre and navigate small
vessels
©© Consult weather authorities before
planning a voyage
©© Give instructions to the crew
©© Communicate with passengers
©© Update vessel logbooks
©© Assist with mooring and unmooring
vessels
©© Monitor condition and
seaworthiness of vessels
©© Transmit and receive information
by marine radio or telephone
©© Respond to emergency situations
©© Use navigational information and
techniques to conduct a safe
passage
©© Service propulsion systems, low-
voltage electrical systems and
auxiliary systems
©© Operate pumping systems, and
outboard and inboard diesel
engines
KEY RESPONSIBILITIES
COXSWAIN
TRANSPORT & INFRASTRUCTURE
Coxswain
Deckhand
CAREER PROGRESSION   MARINE
Skipper Master
CONTENTS
58 QUEENSLAND TOURISM INDUSTRY COUNCIL
TRANSPORT & INFRASTRUCTURE
Works for the Australian Customs and Border
Protection Service in airports or ports, checking
people and goods entering Australia for illegal and
prohibited substances. They also patrol Australian
waters to intercept and deter people smugglers.
OVERVIEW
©© Administer and enforce customs
and related legislation
©© Assist with custom control of
overseas passengers, crew, aircraft,
ships, cargo, mail, and bond stores
©© Examine passengers, luggage,
cargo, mail and the crews of planes
and ships to prevent the illegal
entry of prohibited, quarantined or
dutiable goods into Australia
©© Assessing and collecting customs
duties and taxes calculated at the
State’s border
©© Detect prohibited goods in transit
©© Protection of authors, artists,
industrial and commercial rights
owners against infringement
of intellectual property rights,
trademark, and patent rights
©© Control foreign currency, including
combating money laundering
©© Working against smuggling activity
and counteracting customs fraud
©© Responsibly use firearms
©© Make arrests and where necessary,
provide evidence in court in the
event of illegal activity
CUSTOMS OFFICER
KEY RESPONSIBILITIES
CONTENTS
59TOURISM & HOSPITALITY CAREER GUIDE
RAILWAY INFRASTRUCTURE WORKER
Plans, designs and oversees the development, installation, operation and
maintenance of machinery. They conduct research to solve practical
engineering problems and improve efficiency.
MECHANICAL ENGINEER
ENGINEERING AND
MAINTENANCE
TRANSPORT & INFRASTRUCTURE
Designs, develops and supervises the manufacture, installation, operation
and maintenance of equipment, machines and systems for the generation,
distribution, utilisation and control of electric power. Specialisation areas
include motors and transformers, metal refining and operations of power
plants.
Works on the construction, maintenance and operation of railway
infrastructure, including tracks, signalling equipment and buildings. They
also check, assess and maintain track-laying equipment.
Controls the installation, operation and maintenance of machinery and
equipment on ships and vessels. Marine engineers work in the engine
departments of cargo ships, dredges, offshore supply and drill vessels,
floating production storage and offtake facilities, oil tankers, passenger
ships and tugs. They need to be familiar with various types of diesel engines,
steam plant and gas turbines.
Performs and supervises the design, development, manufacture and
maintenance work of all types of flight vehicles. This may include military
and civilian aeroplanes, helicopters, missiles, launch vehicles, spacecraft,
satellites, and control and guidance systems.
Installs, maintains and repairs aircraft engines, airframes, airframe systems,
electrical, instrument and radio systems, and aircraft structures and surface
finishes.
ELECTRICAL ENGINEER
MARINE ENGINEER
AEROSPACE ENGINEER
AIRCRAFT MAINTENANCE ENGINEER
CONTENTS
60 QUEENSLAND TOURISM INDUSTRY COUNCIL
TOURISM
DEVELOPMENT
ĥĥ URBAN AND REGIONAL PLANNER
ĥĥ DESTINATION MANAGER
ĥĥ TOURISM DEVELOPMENT OFFICER
ĥĥ INDIGENOUS TOURISM
DEVELOPMENT MENTOR
ĥĥ WORKFORCE PLANNING MANAGER
CONTENTS
61TOURISM & HOSPITALITY CAREER GUIDE
Develop policies and plans for the use of land
and resources. They advise on the economic,
environmental, social and cultural needs of
particular localities or regions as they relate to the
built environment and the community.
OVERVIEW
©© Compile and analyse data on
economic, legal, political, cultural,
demographic, sociological, physical
and environmental factors affecting
land use
©© Confer with government authorities,
communities, architects, social
scientists, legal professionals,
and planning, development and
environmental specialists
©© Review and evaluate environmental
impact reports
©© Stay updated on changes in building
and zoning codes, regulations and
other legal issues
©© Devise recommendations on the
use and development of land, and
present narrative and graphic plans,
programs and designs to groups
and individuals
©© Advise governments and
organisations on urban and regional
planning and resource planning
Land-Use Planning
`` Regulating land use in an efficient
and ethical way, thus preventing
land use conflicts.
Urban Design
`` Dealing with the larger scale groups
of buildings and public spaces,
neighbourhoods, districts and
entire cities with the goal of making
urban areas functional, attractive
and sustainable.
Transport and Infrastructure
Planning
`` Evaluation, assessment, design
and siting of transport and
infrastructure facilities.
Development Assessment
`` The evaluation of a proposal
for a development within a city,
neighbourhood or region.
Environmental Protection
`` Facilitating decision making to
carry out development with due
consideration given to the natural
environmental, social, political,
economic and governance factors
and provides a holistic framework
to achieve sustainable outcomes.
URBAN AND REGIONAL
PLANNER
KEY RESPONSIBILITIES
SPECIALISATIONS
TOURISM DEVELOPMENT
CONTENTS
62 QUEENSLAND TOURISM INDUSTRY COUNCIL
Develops and promotes tourism in order to attract
visitors and generate economic benefits for a particular
destination. May work with Destination Management
Organisations (DMO), Regional Tourism Organisations
(RTOs), or state and local tourism marketing agencies.
OVERVIEW
©© Develop and implement tourism
management plans
©© Plan new research-based marketing
strategies with the aim of
increasing visitation
©© Undertake market research, gather
data and prepare annual tourism
situational analysis
©© Produce tourist information,
including artwork, media releases
and newsletters
©© Lobby and advocate for the industry
©© Establish and develop relationships
with local, state, national and
international tour operators, tour
agencies, media, industry bodies
and government authorities
©© Design, develop and conduct
familiarisation tours for media,
event planning, tour operators and
travel agents
©© Devise and coordinate marketing
campaigns
©© Develop e-tourism platforms
DESTINATION
MANAGER
KEY RESPONSIBILITIES
TOURISM DEVELOPMENT
Working at Tourism and Events Queensland
Julie O’Brien
Destination and Experience
Development Specialist, TEQ
teq.queensland.com
The tourism industry has thousands of rewarding careers
in almost all sectors from hospitality, management,
marketing, events, finance, travel, digital and online,
media, communications, IT and dozens more – careers
that you can take with you around the world.
Working with a diverse organisation like TEQ has allowed
me to advance my career across a range of positions with
the opportunity to undertake further study along the way.
My journey in tourism began as a sales cadet with
Sunlover Holidays in the late 1980s and has grown into
an exciting career where I get to inspire the world to
experience Queensland – the best address on Earth.
I was particularly honoured to assist in Queensland’s
recovery from the intense floods and cyclones to help our
operators and industry get back on their feet.
More recently I have been focussed on Indigenous
tourism, cruise shipping and experience development,
adding another layer to my career.
It’s definitely exciting to be a part of the Queensland
tourism industry. Watching massive cruise ships arrive in
port knowing my hard work led to them being there is an
amazing feeling.
So my journey, like many others at TEQ and in the
tourism industry, has been enormously rewarding.
With almost 15 years as part of the TEQ team,
I feel like it is my second family.
Tourism is a fantastic place to take your career.
For further information:
teq.queensland.com/careers
1839 - 5744 QTIC's - Career's guide_FIN.indd 1 8/06/2016 10:03 AM
CONTENTS
63TOURISM & HOSPITALITY CAREER GUIDE
Maintains visitor services, liaises with businesses
and public sector, prepares and plans in partnership
with local tourism agencies and services. May work
with local authorities or public/private destination
management organisations.
OVERVIEW
©© Undertake research and manage
projects
©© Identify and develop tourism
products and services
©© Develop promotional material
©© Collect and analyse tourism and
market statistics
©© Prepare reports
©© Undertake tourism and marketing
promotional activities
©© Prepare tourism strategies,
marketing plans and monitor budget
©© Encourage and support tourism
development and the industry
through networking meetings
TOURISM DEVELOPMENT
OFFICER
KEY RESPONSIBILITIES
TOURISM DEVELOPMENT
David Morgans
DIRECTOR OF DESTINATION AND EXPERIENCE DEVELOPMENT		
TOURISM AND EVENTS QUEENSLAND
Having worked with Tourism and Events Queensland for 18 years across
all levels of the public and private sectors, David can see how the industry
has matured and expanded. He believes it has become far more strategic,
with more planning involved and governments of all levels see the economic
importance of tourism.
“Over the past decade there has been a bigger role of
governments not only in supporting the marketing of
destinations but also in the development of the tourism
product to deliver on the promise of the marketing.”
“Thereisamuchclearerrecognitionthatwearesellingexperiences,
not just holidays or travel. It’s about operators making an
emotional connection with people and forming that relationship.
Focusing on experiences allows us to be far more innovative and
tap into the emotions of people.”
David’s message to those interested in the career in the industry is:
“Tourism has become a much broader industry with much wider
range of jobs. You can be involved in the research, planning,
product development, promotion, advertising and many more.
The opportunities are endless.”
CONTENTS
64 QUEENSLAND TOURISM INDUSTRY COUNCIL
Provides support for all Indigenous employees,
including assistance with information support
services, literacy and numeracy, and guidance on
cultural issues to facilitate positive connections
with the local community.
OVERVIEW
Liaises with industrystakeholders to inform and
influencethedevelopmentofeducation,training,
workforcecapabilitybuildingandskillingsolutionsthat
support industryworkforce development.
OVERVIEW
©© Offer support and information to
Indigenous employees, in regards to
cultural issues and available support
services
©© Deliver accurate progress reports
©© Assist with recruitment of
Indigenous staff
©© Provide assistance and training and
facilitate connections with support
services
©© Give support and information to
employees
©© Promote the industry as a career path
to a diverse range of stakeholders,
including industry, government,
training providers and schools
©© Contribute to the design, analysis
and implementation of Tourism and
Hospitality Workforce Plan
©© Provide research on current andfuture
skills needs and recommend strategies
©© Give strategy and policy advice on
Workforce Planning requirements
©© Offer a range of advice relating
to apprenticeships, traineeships,
Vocational Education and Training
(VET) investment priorities, training
packages and trade recognition
©© Develop and facilitate the
development of training and
support programs
©© Implement and manage projects
©© Oversee the development,
implementation and monitoring of
the workforce planning marketing
and communication strategies
©© Monitor financial targets and
ensure compliance with contractual
obligations and outcomes
©© Manage employee, contract and
work experience students as
required including recruitment,
selection, induction training,
performance reviews and ongoing
professional development
©© Organise and participate in career
expos and career planning events
©© Participate in relevant boards and
advisory committees
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
INDIGENOUS TOURISM
DEVELOPMENT MENTOR
WORKFORCE
PLANNING MANAGER
TOURISM DEVELOPMENT
CONTENTS
65TOURISM & HOSPITALITY CAREER GUIDE
To apply, create your Candidate Profile today at mantragroup.com.au/careers
125+
properties
across Australia, NZ,
Indonesia & Hawaii
Internal
promotion
opportunities
5000+
Team
Members
Access to
Team Member
benefits
Passionate
hospitality
team
3 strong
brand names
Peppers, Mantra &
BreakFree
Discounts
within Mantra
GroupWhy work for
Mantra Group?
We know what matters to you.
CONTENTS
66 QUEENSLAND TOURISM INDUSTRY COUNCIL
ASSOCIATED
OCCUPATIONS
ĥĥ HUMAN RESOURCE OFFICER
ĥĥ ACCOUNTANT
ĥĥ BUSINESS DEVELOPMENT
MANAGER
ĥĥ PERSONAL ASSISTANT
ĥĥ IT SUPPORT TECHNICIAN
ĥĥ SOFTWARE DEVELOPER
ĥĥ MARKETING
ĥĥ PHOTOGRAPHER
ĥĥ MULTIMEDIA DEVELOPER
ĥĥ GRAPHIC DESIGNER
ĥĥ WEB DEVELOPER
ĥĥ INDUSTRIAL DESIGNER
ĥĥ ARCHITECT
ĥĥ SUSTAINABILITY CONSULTANT
ĥĥ ENVIRONMENTAL RESEARCHER
ĥĥ NATURE CONSERVATION OFFICER
ĥĥ LANDSCAPE GARDENER
ĥĥ LECTURER
ĥĥ VOCATIONAL EDUCATION TRAINER
ĥĥ SECURITY OFFICER
ĥĥ FIRST AID OFFICER
ĥĥ LIFEGUARD
CONTENTS
67TOURISM & HOSPITALITY CAREER GUIDE
Provides administrative services for the
recruitment and employment of staff. Supports in
various human resources functions, for instance,
training and development, performance monitoring
and employee counselling.
OVERVIEW
©© Determine staffing requirements
and skills to meet the organisation's
objectives
©© Analyse the skills and qualities
required for each job role
©© Advertise staff vacancies,
assess applications, interview
applicants, administer selection
tests, prepare reports and make
recommendations to management
about staff appointments
©© Help execute organisational
changes, such as those following
from industrial relations legislation,
revised job classification structures
or technological changes
©© Maintain the personal records
of employees on matters such as
wages, superannuation, leave and
training
©© Assist employees on work matters,
career development, personal
problems and industrial matters
©© Provide advice and information
to management and employees
on HR policies and procedures,
including equal opportunity, anti-
discrimination and occupational
health and safety programs
©© Development of specific work
arrangements and conditions
HUMAN RESOURCE
OFFICER
KEY RESPONSIBILITIES
ASSOCIATED OCCUPATIONS
CONTENTS
68 QUEENSLAND TOURISM INDUSTRY COUNCIL
Analyses the financial dealings of organisations
and individuals, provides reports and gives advice
on associated record-keeping and compliance
requirements.
OVERVIEW
ACCOUNTANT
©© Assist with the formulation of
budgetary and accounting policies
©© Prepare financial statements for
presentation to boards of directors,
management, shareholders and
statutory bodies
©© Conduct financial investigations,
undertake audits, prepare reports
and advise on the purchase and sale
of businesses, mergers, financing,
suspected fraud, insolvency and
taxation
©© Liaise with bankers and brokers
to establish funds management
arrangements
©© Examine the income and
expenditure of institutions
©© Appraise cash flow and financial risk
of investment projects
©© Provide assurance about the
accuracy of information contained
in financial reports and their
compliance with statutory
requirements
©© Give financial and taxation advice
about business structures, plans and
operations
©© Advise on the selection and
application of computer-based
accounting systems
KEY RESPONSIBILITIES
ASSOCIATED OCCUPATIONS
WINNER
INTERNATIONAL TRAINING PROVIDER
OF THE YEAR AWARD
www.australiantrainingawards.gov.au
CONTENTS
69TOURISM & HOSPITALITY CAREER GUIDE
Improves an organisation’s market position and
achieves financial growth. This role defines long-term
organisational strategic goals, builds key customer
relationships, identifies business opportunities,
negotiates and closes business deals and maintains
extensive knowledge of current market conditions.
OVERVIEW
©© Identify and develop a company’s
unique selling propositions and
differentiators using knowledge of
the market and competitors
©© Develop and execute business
development plan to achieve set
performance targets and objectives
that will support market and
product development
©© Detect and capitalise on business
opportunities relating to the core
capabilities of the company
©© Analyse, prepare, review and
update client service agreements
©© Present business development
training and mentoring as required
KEY RESPONSIBILITIES
BUSINESSDEVELOPMENT
MANAGER
ASSOCIATED OCCUPATIONS
Megan Kadic
BUSINESS DEVELOPMENT MANAGER					
PULLMAN BRISBANE KING GEORGE SQUARE
Megan grew up in Northern Queensland, between Port Douglas and Cairns,
and her parents owned and managed The Court House Hotel, so she grew
up immersed in a hospitality environment.
Megan believes that to be successful in tourism and hospitality, it is desirable
to be confident in dealing with people, be able to establish relationships with
clients and customers, and be skilled at multitasking.
Megan’s message to current and future students is:
“You are not going to graduate into a management
position. You need to work your way through the
industry and gain experience. The earlier you start, the
quicker you can progress to those senior positions. So
start now and get involved in the industry as much as
you can!”
CONTENTS
70 QUEENSLAND TOURISM INDUSTRY COUNCIL
Provide high-level secretarial and administrative
assistance to seniorexecutives and managers.Theywork
in high-pressure environments and can be required to
provide a diverse range of administrative support.
OVERVIEW
©© Keep the CEO/manager (direct
report) updated on information
acquired
©© Answer calls and liaise with clients
©© Prepare correspondence on behalf
of CEO/manager
©© Plan and organise meetings, assist
colleagues
©© Organise travel and prepare
complex travel itineraries
©© Formulate reports and
presentations
©© Track, collate and analyse expenses
and receipts for CEO/manager
©© Manage and review filing, office
systems and projects
©© Ensure requests for advice or
correspondence are provided in a
professional and timely manner
KEY RESPONSIBILITIES
PERSONAL ASSISTANT
ASSOCIATED OCCUPATIONS
Ensures all telecommunication, network and
computing systems are functioning correctly. Train and
advise staff on processes, technology and applications.
Provide in-house technical expertise to identify and
resolve infrastructure and software problems.
OVERVIEW
©© Identify the hardware and software
needed to provide solutions to
problems
©© Assist in the customisation and
adaptation of existing programs to
meet user’s requirements
©© Download and install appropriate
software
©© Connect users to networks and
provide initial training in facilities
and applications
©© Provide information relating to
customer’s hardware and software
purchasing decisions
©© Ensure users can use the equipment
by providing assistance and self-
help instructions
IT SUPPORT TECHNICIAN
KEY RESPONSIBILITIES
CONTENTS
71TOURISM & HOSPITALITY CAREER GUIDE
Defines and maintains software development
methods and approaches for software projects.
Creates novel software products to support
day-to-day business operations.
OVERVIEW
©© Research, design and write new
software programs
©© Evaluate and maintain effectiveness
of existing software and systems
©© Develop existing programs byanalysing
and identifying areasformodification
©© Integrate existing software products
©© Create technical specifications and
test plans
©© Write systems to control the
scheduling of jobs on a mainframe
computer or to control the access
allowed to users or remote systems
©© Maintain systems by monitoring
and correcting software defects
©© Work closely with other staff, such
as project managers, graphic artists,
UX designers, other developers,
systems analysts and sales and
marketing professionals
©© Consult with clients and colleagues
regarding the maintenance and
performance of software systems
with a view to writing or modifying
current operating systems
©© Investigate new technologies
©© Continually update technical
knowledge and skills by attending
in-house and external courses,
reading manuals and accessing new
applications
SOFTWARE DEVELOPER
KEY RESPONSIBILITIES
ASSOCIATED OCCUPATIONS
渀漀 昀愀渀挀礀 愀搀猀Ⰰ 渀漀 攀洀瀀琀礀 瀀爀漀洀椀猀攀猀Ⰰ 渀漀 琀爀椀挀欀猀⸀
CONTENTS
72 QUEENSLAND TOURISM INDUSTRY COUNCIL
Marketing officers promote products, services
and events for a company or brand. This can
involve marketing existing products, developing
new products to cater for consumer demand, or
developing markets for new products or services.
OVERVIEW
©© Develop plans for advertising, sales
promotion, public relations, personal
selling and sales management
©© Undertake marketing audit to
monitor sales performance
©© Identify and analyse an
organisation’s strengths and
weaknesses, and respond to
opportunities and threats within the
marketing environment
©© Make decisions regarding products
and services, work on developing
new products
©© Develop and implement appropriate
strategies by selecting, segmenting
and targeting markets and
promoting products and services to
those markets
©© Manage distribution channels such
as shops and wholesalers
KEY RESPONSIBILITIES
MARKETING
ASSOCIATED OCCUPATIONS
Linda Tillman
MANAGING DIRECTOR OF THE TILMA GROUP
Linda has chosen to work in tourism because it’s a fun and leisure-based
industry, where many people are always happy. After all, who doesn’t love
going on holidays and experiencing new destinations?
Before opening her own tourism and events agency, The Tilma Group, she
worked for local government, tourism operators, and regional tourism
organisations. Running her own business provides plenty of opportunities for
Linda to combine all the skills she has learned along the way.
Linda enjoys working with regional and rural communities, assisting them to
develop tourism and market their destinations and events. She loves seeing
these hard-working people succeed and that’s what inspires her to keep going.
“I love working with people in rural and regional
Australia, they are the real heart and soul of our
country!”
CONTENTS
SPECIALISATIONS
Market Analyst:
`` Collects data on consumers, competitors and marketplace
to consolidate information into actionable items, reports and
presentations in order to support the team during the decision
making process. They analyse data, trends, strategies and
competition with the aim of increasing competitiveness.
Brand Manager:
`` Responsible for ensuring that products, services and product
lines of the brand resonate with current and potential
customers. They monitor marketing trends and keep a close
eye on competitive products in the marketplace.
Sales Manager:
`` Responsible for obtaining profitable results through the
sales team by developing the team motivation, counselling,
skills and product knowledge. The role manages the sales
administration function, operational performance reporting,
and streamlining processes and systems.
Digital Marketing Officer:
`` Develops, analyses and manages online advertising
campaigns for specific brands, products and services in
line with set objectives and targets. Additionally, creates
and manages campaigns, reports and data visualisation
while optimising a campaign’s performance to meet Key
Performance Indicators and client expectations.
Marketing Planning and Research Officer:
`` Provides high-level marketing analytics, campaign reporting
and market intelligence insights. Develops analytical
frameworks, dashboards and reporting processes to support
in-house decision making.
Advertising Officer:
`` Oversees the advertising activity of a business. They are also
responsible for forming and directing the business’s advertising
strategy, as well as implementing advertising campaigns and
supervising various advertising-related departments.
ASSOCIATED OCCUPATIONS
Linda Munro
RTO MANAGER QLD/NT - MCDONALD’S AUSTRALIA LIMITED
Linda started her career in the hospitality industry at the age of 15, as a
kitchen crew member in the local McDonald's. Little did she know that 25
years later she would be still working for the same company!
Linda worked as a managerof several restaurants, as an operations consultant
travelling the state working with restaurants and then moved away from
operations into the Training Department where she is currently the RTO
manager for QLD/NT.
“My employer has provided me with all the necessary training
and coaching where staff training and development is seen as
an investment, not a cost.”
“I love that working for McDonald’s, I am always learning and
being developed!”
CONTENTS 73TOURISM & HOSPITALITY CAREER GUIDE
74 QUEENSLAND TOURISM INDUSTRY COUNCIL
Operates cameras and lighting equipment to create
permanent visual images for creative, technical,
commercial and documentary purposes.
OVERVIEW
Generates and manipulates graphic images,
animations, sound, text and video into consolidated
and seamless multimedia applications.
OVERVIEW
©© Understand traditional film and
digital photography and keep
up to date with industry trends,
developments and new techniques
©© Liaise with other professionals,
including graphic designers,
event coordinators, marketers,
writers, gallery managers, picture
researchers, commissioning editors
and art directors
©© Manage the processing and use of
images, discuss technical problems,
check for quality and manage
client’s concerns
©© Compile finished products and deliver
images digitally or hard copy prints
©© Develop expertise with software to
digitally enhance images
©© Use an extensive range of technical
equipment, including cameras, lenses,
lighting and specialist software
©© Work with clients to discuss the
images they require and how they
want to use them
©© Arrange still life objects, products,
scenes, props and backgrounds
©© Work with the designer and other
creative specialists to understand
the design concept, and advise
on how it can be implemented
technically within constraints
©© Investigate, analyse and recommend
appropriate equipment and software
to achieve client objectives
©© Write efficient computer code or
script, ensuring that sound, graphics,
animations and timings work as
intended and make good use of
processing and data storage capacity
©© Provide technical support to an
application once it is running and
making further adaptations, patches
or rewrites to the code
©© Research and keep abreast
of emerging technologies to
deliver the most up-to-date
solutions, including learning
new programming languages or
technologies
©© Collaborate with related graphics,
production and engineering experts
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
PHOTOGRAPHER
MULTIMEDIA DEVELOPER
ASSOCIATED OCCUPATIONS
CONTENTS
75TOURISM & HOSPITALITY CAREER GUIDE
Produces visual communications, including art and
layouts of text for print and electronic production
in media such as magazines, newspapers, books and
websites, as well as image designs for corporate
identity programs, exhibitions and advertising.
OVERVIEW
Designs, creates and produces websites and web
pages, using both nontechnical and technical skills to
maintain websites using relevant software packages.
OVERVIEW
©© Think creatively to produce new
ideas and concepts and develop
interactive design
©© Present finalised ideas and concepts
to clients or account managers
©© Work with a range of media,
including Computer Aided Design
(CAD) and keep up to date with
emerging technologies
©© Demonstrate illustrative skills with
rough sketches and work on layouts
ready for print
©© Commission work by illustrators
and photographers
©© Work as part of a team
with printers, copywriters,
photographers, stylists, illustrators,
other designers, account
executives, web developers and
marketing specialists
©© Supervise all design production
stages including arranging and
supervising printing
©© Create detailed website
specifications
©© Produce sample page layouts
including text size and colours
©© Design graphics, animations and
manipulate digital photographs
©© Register web domain names and
organise the hosting of the website
©© Coding using a variety of software
©© Meet with relevant legal
requirements such as accessibility
standards, freedom of information
and privacy
©© Work with different content
management systems
©© Design the website's visual
imagery and ensure it aligns with
company branding policy or client
requirements
©© Work with other web specialists
including web developers and
graphic designers
©© Provide post-sales technical
support
©© Continue professional development
to keep up to date with new
software developments
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
GRAPHIC DESIGNER
WEB DEVELOPER
ASSOCIATED OCCUPATIONS
CONTENTS
76 QUEENSLAND TOURISM INDUSTRY COUNCIL
Creates and produces designs for commercial,
medical and industrial products. They make models
and prototypes of the designs and cover a variety
of goods.
OVERVIEW
Usescreativityandapracticalunderstandingofstructures
and materials to develop concepts, plans, specifications
and detailed drawings forbuildings and otherstructures.
OVERVIEW
©© Meet with clients to establish the
design brief, including the concept,
performance and production criteria
©© Work on ideas as part of a team
or develop design concepts using
Computer Aided Design (CAD) and
other software
©© Sketch initial design ideas
©© Produce detailed, final hand
drawings and specifications or
use dedicated computer software
to produce design specifications,
including parts lists and costings
©© Research materials, processes or
market requirements
©© Create samples or working models
by hand or using computerised
prototyping equipment
©© Arrange meetings and liaise with
engineers and other departments,
including marketing, to discuss and
negotiate appropriate production
processes, costs and commercial issues
©© Travel to clients' production
facilities and evaluate the feasibility
of production
©© Make presentations to senior
design management or clients,
either when bidding for a contract
or to present design proposals
©© Combine structural, mechanical and
artistic elements into the building
design, such as decks and atriums,
lifts, air conditioning systems and
decorative finishes
©© Discuss requirements of clients or
builders (to design a new structure
or modify an existing one) and
prepare a brief
©© Produce sketches, production
drawings and detailed drawings
by hand or using Computer Aided
Design (CAD) equipment
©© Obtain necessary approvals from
authorities
©© Examine designs and cost estimates
with clients and others involved in
the project
©© Prepare specifications and
contract documents specifying
building materials, construction
equipment and, in some cases, the
interior furnishings, for builders,
tradespeople and legal advisers
©© Observe, inspect and monitor
building work to make sure that
it is progressing according to the
contract and specifications
©© Evaluate projects once they are
completed and occupied
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
INDUSTRIAL DESIGNER
ARCHITECT
ASSOCIATED OCCUPATIONS
CONTENTS
77TOURISM & HOSPITALITY CAREER GUIDE
Gives advice to businesses on how to make their
products sustainable (usually in an ecological
sense).
OVERVIEW
Plans and conducts research into environmental
and sustainability matters.
OVERVIEW
©© Research and initiate strategies
to maximise profits and reduce
an organisation’s environmental
footprint
©© Conduct energy audits and
find ways to reduce energy
consumption, integrate the use of
alternative sources of energy, help
simplify supply chains and find ways
to reduce waste
©© Suggest ways to make the
transportation of products more
efficient but less impactful on
the environment and assessing
corporate responsibility
©© Take measures to ensure that
the workplace and surrounding
environment is healthy and find out
how the organisation can help meet
some of the community's needs
©© Consider the suitability of new
developments, such as housing, power
stations, wind farms or other large
sites that may impact the environment
©© Conduct field surveys and collect
data about levels of pollution or
contamination on a site or area of
consideration
©© Undertake field work to identify
previous activities on the site and
any possible contamination
©© Interpret data, which can include
using software-modelling packages,
and report writing
©© Manage legislative issues for clients
and maintain an awareness of how
legislation impacts projects
©© Develop conceptual models, which
involvesidentificationandconsideration
of potential contamination
©© Communicate with clients,
regulators and sub-contractors,
such as analytical laboratories
©© Research previous investigations
of a site to provide information to
clients considering purchase
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
SUSTAINABILITY
CONSULTANT
ENVIRONMENTAL
RESEARCHER
ASSOCIATED OCCUPATIONS
CONTENTS
78 QUEENSLAND TOURISM INDUSTRY COUNCIL
Protects, manages and enhances the local environment
which may include marine habitats. They encourage
people to experience nature and promote awareness
of, and understanding about, the natural environment.
OVERVIEW
Design and construct garden landscapes or
renovate existing gardens, using a range of
gardening skills to create a landscape that is
aesthetically pleasing as well as functional.
OVERVIEW
©© Educate all sectors of the local
community and raise awareness of
environmental issues
©© Promote and implement local and
national biodiversity action plans
in partnership with local/national
statutory and voluntary organisations
©© Contribute to planning and policy
development for sustainable
management, including input into
environmental impact assessments
©© Implement annual management
plans based on ecological surveys
and scientific observation
©© Contribute to the selection of, and
assist with casework for, Sites of
Special Scientific Interest (SSSIs) and
National Nature Reserves (NNRs)
©© Evaluate and monitor features of
nature conservation
©© Promote the concept of sustainability
to the public, colleagues and fellow
professionals through talks, tours,
literature, displays and workshops
©© Organise, supervise and train
supporting paid staff and volunteers
©© Maintain effective records using IT
database systems
©© Prepare applications to get funding
and grants
©© Liaise with the media to publicise
organisation or conservation sites
©© Educate young people, and those
considering entering the profession,
through talks and seminars to local
educators and universities
©© Formulate designs, plans, drawings,
specifications and quotations
©© Schedule landscape construction
©© Prepare areas for landscape
construction by analysing sites and
clearing debris
©© Select, estimate and order
materials and plants
©© Set out and install 'hardscape'
(walls, paths and timber features)
and 'softscape' (plants) structures
©© Construct or reface steps, garden
walls, fences, trellises, pergolas, ponds,
fountains and irrigation systems
©© Install facilities and features,
such as ferneries, barbecues, play
structures and garden furniture
©© Constructpaths,stepsandpavedareas
withpavingmaterials,gravelandtimber
©© Perform 'formative' (shaping) pruning
©© Maintain and repair gardening
equipment
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
NATURE CONSERVATION
OFFICER
LANDSCAPE GARDENER
ASSOCIATED OCCUPATIONS
CONTENTS
79TOURISM & HOSPITALITY CAREER GUIDE
ASSOCIATED OCCUPATIONS
Teaches tertiary students in one or more subject
areas and conducts research projects.
OVERVIEW
Teaches subjects for which they have specialist
knowledge, skills and experience. They also teach
in non-industry specific areas such as languages,
literacy and general workplace preparation.
OVERVIEW
©© Prepare and deliver lectures,
tutorials and practical classes
©© Assess student assignments and
grade student performance
©© Supervise research students
©© Discuss with students their
progress and aspirations
©© Organise and conduct field trips and
excursions or other learning activities
©© Research a specialised field of study
and publish the findings in books or
professional and academic journals
©© Attend meetings and conferences
related to research
©© Plan courses in consultation
with other staff, arrange course
timetables and coordinate and
supervise teaching assistants to
conduct classes
©© Serve on departmental or faculty
committees dealing with general
departmental and administrative
concerns
©© Prepare departmental budgets and
associated reports
©© Provide professional consultative
services to government and
industry
©© Research and write syllabus that
covers course content
©© Interpret training packages,
prepare lessons and produce
resources for use in teaching
©© Carry out administrative tasks
©© Counsel and advise students of
career opportunities and pathways
©© Teach students in classrooms or
workshops, providing theory and
practical training through lectures,
practical demonstration and
supervision
©© Attend meetings and serve on
committees, or liaise with the
community and industry
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
LECTURER
VOCATIONAL
EDUCATION TRAINER
CONTENTS
80 QUEENSLAND TOURISM INDUSTRY COUNCIL
ASSOCIATED OCCUPATIONS
Responsible for maintaining crowd control and a
safe environment for venue and guests. Officers
protect people and property, and monitor and
enforce all safety practices.
OVERVIEW
©© Patrol areas and check doors,
gates and windows for signs of
unauthorised entry
©© Check travellers and their hand
luggage to detect concealed items
©© Watch for irregularities and report
incidents or problems to the
appropriate authority
©© Monitor computer alarm systems,
closed-circuit television (CCTV)
systems and communicate by radio
with mobile units to attend alarms
©© Respond to alarms and check alarm
systems
©© Issue security passes, give
directions and make security
arrangements for authorised
visitors
©© Observe and report suspects to
police, or apprehend offenders
when appropriate and detain them
until police arrive
Crowd Controller:
`` Maintains order at large gatherings
of people, such as nightclubs and
concerts.
Bodyguard:
`` Carries out the personal protection
of another person.
KEY RESPONSIBILITIES
SPECIALISATIONS
SECURITY OFFICER
CONTENTS
81TOURISM & HOSPITALITY CAREER GUIDE
Responsible for the provision of initial first aid
response, provides advice of first aid requirements
and ensures that first aid facilities and supplies are
maintained.
OVERVIEW
Looks after the safety of people at beaches and
swimming pools through accident prevention and
rescue.
OVERVIEW
©© Ensure first aid qualifications are
current and renewed as required
©© Be readily available to respond
immediately to requests for first aid
assistance
©© Maintain allocated first aid kit by
conducting regular stock-takes and
obtaining relevant supplies through
internal purchasing procedures
©© Prepare quarterly reports on the
number of incidents and usage of
the first aid supplies in their area of
responsibility
©© Design and implement emergency
procedures
©© Report incidents to management or
other authorities
©© Place signs or barriers to warn
of dangerous conditions or areas
and make sure users are aware of
potential dangers
©© Caution people behaving in an
unsafe manner and expel those who
refuse to cooperate
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
FIRST AID OFFICER
LIFEGUARD
ASSOCIATED OCCUPATIONS
CONTENTS
82 QUEENSLAND TOURISM INDUSTRY COUNCIL
TERTIARY
EDUCATION
ĥĥ VOCATIONAL EDUCATION
ĥĥ GATEWAY SCHOOLS
ĥĥ HIGHER EDUCATION
CONTENTS
JOB ROLES: HOSPITALITY
QUALIFICATIONS JOB ROLES
SIT10216:
Certificate I
in Hospitality
ĥĥ Bar Useful
ĥĥ Food Runner
ĥĥ Glass Runner
ĥĥ Housekeeping Assistant
ĥĥ Kitchen Steward
ĥĥ Kitchen Useful
SIT20316:
Certificate II
in Hospitality
ĥĥ Bar Attendant
ĥĥ Café Attendant
ĥĥ Catering Assistant
ĥĥ Food & Beverage Attendant
ĥĥ Front Office Assistant
ĥĥ Porter
ĥĥ Room Attendant
SIT30616:
Certificate III
in Hospitality
ĥĥ Espresso Coffee Machine
Operator
ĥĥ Food & Beverage Attendant
ĥĥ Front Desk Receptionist
ĥĥ Front Office Assistant
ĥĥ Function Attendant
ĥĥ Function Host
ĥĥ Gaming Attendant
ĥĥ Guest Service Agent
ĥĥ Housekeeper
ĥĥ Restaurant Host
ĥĥ Senior Bar Attendant
ĥĥ Wait Staff
SIT30716:
Certificate III in
Hospitality (Restaurant
Front of House)
ĥĥ Senior Bar Attendant
ĥĥ Sommelier
ĥĥ Wait Staff
SIT40416:
Certificate IV
in Hospitality
ĥĥ Bar Supervisor
ĥĥ Concierge
ĥĥ Duty Manager
ĥĥ Food & Beverage Supervisor
ĥĥ Front Office Supervisor
ĥĥ Housekeeping Supervisor
ĥĥ Gaming Supervisor
ĥĥ Shift Manager
ĥĥ Team Leader
QUALIFICATIONS JOB ROLES
SIT20416:
Certificate II
in Kitchen Operations
ĥĥ Breakfast Cook
ĥĥ Catering Assistant
ĥĥ Fast Food Cook
ĥĥ Sandwich Hand
ĥĥ Takeaway Cook
SIT20516:
Certificate II
in Asian Cookery
ĥĥ Fast Food Cook
ĥĥ Takeaway Cook
SIT30816:
Certificate III
in Commercial Cookery
ĥĥ Chef
ĥĥ Commis Chef
QUALIFICATIONS JOB ROLES
SIT31116:
Certificate III
in Asian Cookery
ĥĥ Chef
SIT30916:
Certificate III
in Catering Operations
ĥĥ Catering Assistant
ĥĥ Cook
ĥĥ Food Service Assistant
SIT31016:
Certificate III in Patisserie
ĥĥ Pastry Chef
ĥĥ Patissier
SIT40516:
Certificate IV
in Commercial Cookery
ĥĥ Chef
ĥĥ Chef de Partie
SIT40816:
Certificate IV
in Asian Cookery
ĥĥ Chef
ĥĥ Chef de Partie
SIT40616:
Certificate IV
in Catering Operations
ĥĥ Catering Supervisor
ĥĥ Kitchen Administrator
ĥĥ Small Business Caterer
SIT40716:
Certificate IV in Patisserie
ĥĥ Chef de Partie
ĥĥ Chef Patissier
QUALIFICATIONS JOB ROLES
SIT50416:
Diploma of Hospitality
Management
ĥĥ Banquet or Function Manager
ĥĥ Bar Manager
ĥĥ Café Manager
ĥĥ Chef de Cuisine
ĥĥ Chef Patissier
ĥĥ Club Manager
ĥĥ Executive Housekeeper
ĥĥ Front Office Manager
ĥĥ Gaming Manager
ĥĥ Kitchen Manager
ĥĥ Motel Manager
ĥĥ Restaurant Manager
ĥĥ Sous Chef
ĥĥ Unit Manager Catering
Operations
SIT60316:
Advanced Diploma of
Hospitality Management
ĥĥ Area Manager or Operations
Manager
ĥĥ Café Owner or Manager
ĥĥ Club Secretary or Manager
ĥĥ Executive Chef
ĥĥ Executive Housekeeper
ĥĥ Executive Sous Chef
ĥĥ Food & Beverage Manager
ĥĥ Head Chef
ĥĥ Motel Owner or Manager
ĥĥ Rooms Division Manager
TERTIARY EDUCATION
CONTENTS 83TOURISM & HOSPITALITY CAREER GUIDE
84 QUEENSLAND TOURISM INDUSTRY COUNCIL
JOB ROLES: TOURISM
QUALIFICATIONS JOB ROLES
SIT10116:
Certificate I in Tourism
(Australian Indigenous
Culture)
ĥĥ Indigenous Cultural Centre
Assistant
ĥĥ Assistant Indigenous Guide
ĥĥ Indigenous Storyteller
SIT20116:
Certificate II in Tourism
ĥĥ Documentation Clerk - Tour
Wholesaler or Travel Agency
ĥĥ Museum Attendant
ĥĥ Office Assistant for a Tour
Operator
ĥĥ Receptionist or Office
Assistant for an Event
Organising Agency
ĥĥ Receptionist or Office
Assistant for a Travel Agency
ĥĥ Retail Sales Assistant in an
Attraction
ĥĥ Ride Attendant in an
Attraction
SIT20216:
Certificate II in Holiday
Parks and Resorts
ĥĥ Housekeeping Assistant
ĥĥ Junior Handyperson
ĥĥ Office Assistant
SIT30116:
Certificate III in Tourism
ĥĥ Adventure Tourism Guide
ĥĥ Attendant or Senior Ride
Operator
ĥĥ Booking Agent
ĥĥ Cellar Door Salesperson
ĥĥ Winery Guide
ĥĥ Customer Service Officer
ĥĥ Indigenous Cultural Centre
Guide/Salesperson
ĥĥ Inbound Tour Coordinator
ĥĥ Marine Tourism Guide
ĥĥ Dive Tour Operator
ĥĥ Museum Attendant
ĥĥ Tour Operations Consultant
ĥĥ Reservation Sales Agent
ĥĥ Sales Consultant
ĥĥ Visitor Information Officer
SIT30216:
Certificate III in Travel
ĥĥ Call Centre Sales Agent
ĥĥ Corporate Consultant
ĥĥ Cruise Consultant
ĥĥ Incentive Coordinator
ĥĥ Customer Service Agent
ĥĥ Domestic Travel Consultant
ĥĥ International Travel
Consultant
ĥĥ Mobile Travel Consultant
ĥĥ Online Travel Consultant
ĥĥ Reservations Sales Agent
ĥĥ Wholesale Consultant
QUALIFICATIONS JOB ROLES
SIT30316:
Certificate III in Guiding
ĥĥ Cultural Guide
ĥĥ Heritage Guide
ĥĥ Historical Guide
ĥĥ Interpretive Guide
ĥĥ Museum Guide
ĥĥ Nature-Based Site Guide
ĥĥ Tour Guide
ĥĥ Walking Guide
ĥĥ Winery Guide
SIT30416:
Certificate III in Holiday
Parks and Resorts
ĥĥ Grounds Person
ĥĥ Handy Person
ĥĥ Housekeeper
ĥĥ Receptionist
SIT40316:
Certificate IV in Holiday
Parks and Resorts
ĥĥ Assistant Manager
ĥĥ Front Office Supervisor
ĥĥ Grounds and Maintenance
Supervisor
ĥĥ Operations Supervisor
SIT40116:
Certificate IV in Travel
and Tourism
ĥĥ Account Coordinator
ĥĥ Assistant Manager
ĥĥ Marketing Coordinator
ĥĥ Operations Supervisor
ĥĥ Product Coordinator
ĥĥ Promotions Officer
ĥĥ Reservations Sales Supervisor
ĥĥ Call Centre Supervisor
ĥĥ Senior Operations
Coordinator
ĥĥ Senior Retail Consultant
ĥĥ Sales Coordinator
ĥĥ Sales Executive
SIT40216:
Certificate IV in Guiding
ĥĥ Cultural Guide
ĥĥ Heritage Guide
ĥĥ Interpretive Guide
ĥĥ Nature-Based Guide
ĥĥ Tour Director
ĥĥ Tour Guide
ĥĥ Walking Guide
ĥĥ Tour Manager
TERTIARY EDUCATION
CONTENTS
85TOURISM & HOSPITALITY CAREER GUIDE
JOB ROLES: TOURISM
QUALIFICATIONS JOB ROLES
SIT50116:
Diploma of Travel and
Tourism Management
ĥĥ Inbound Groups Manager
ĥĥ Inbound Sales Manager
ĥĥ Incentives Manager
ĥĥ Tour Operations Manager
ĥĥ Marketing Manager
ĥĥ Product Development
Manager
ĥĥ Reservations Manager
ĥĥ Travel Agency Manager
ĥĥ Sales Manager
ĥĥ Visitor Information Centre
Manager
SIT50216:
Diploma of Holiday
Parks and Resort
Management
ĥĥ Manager
ĥĥ Operations Manager
ĥĥ Park Manager
QUALIFICATIONS JOB ROLES
SIT60116:
Advanced Diploma
of Travel and Tourism
Management
ĥĥ Account Manager
ĥĥ Business Development
Manager
ĥĥ Director of Groups and
Incentives
ĥĥ Director of Marketing
ĥĥ Director of Product
Development
ĥĥ Operations Manager
ĥĥ Director of Sales
ĥĥ General Manager
TERTIARY EDUCATION
Launch your career in Tourism and Hospitality.
Join the conversation at
www.discoveryourcareer.com.au
Skills and training are two of the most
important ingredients when you’re looking
to improve your chances of promotion.
The scope of the training available covers
everything you need to make a successful
career in Tourism and Hospitality.
CONTENTS
86 QUEENSLAND TOURISM INDUSTRY COUNCIL
JOB ROLES: EVENTS
QUALIFICATIONS JOB ROLES
SIT30516:
Certificate III in Events
ĥĥ Conference Assistant
ĥĥ Event or Exhibition
Administrative Assistant
ĥĥ Event or Exhibition Assistant
ĥĥ Event or Exhibition
Operations Assistant
ĥĥ Functions Assistant
ĥĥ In-House Meeting Assistant
ĥĥ Junior Event/Exhibition
Coordinator
ĥĥ Logistics Assistant
ĥĥ Meetings Assistant
ĥĥ Venue Assistant
SIT50316:
Diploma of Event
Management
ĥĥ Conference Coordinator
ĥĥ Event or Exhibition
Coordinator
ĥĥ Event or Exhibition Planner
ĥĥ Event Sales Coordinator
ĥĥ Function Coordinator
ĥĥ In-house Meetings
Coordinator
ĥĥ Meetings Coordinator
ĥĥ Staging Coordinator
ĥĥ Venue Coordinator
QUALIFICATIONS JOB ROLES
SIT60216:
Advanced Diploma of
Event Management
ĥĥ Conference Manager
ĥĥ Event Director
ĥĥ Event Producer
ĥĥ Event or Exhibition Manager
ĥĥ Functions Manager
ĥĥ In-House Meetings Manager
ĥĥ Meetings Manager
ĥĥ Project Manager
ĥĥ Venue Manager
For more information on the accredited SIT Tourism, Travel and
Hospitality Training Package please visit: www.training.gov.au
TERTIARY EDUCATION
Jules McMurtrie
RELATIONSHIP MANAGER					
GATEWAY SCHOOLS TO FOOD, WINE AND TOURISM INDUSTRY
Jules started working in hospitality at the age of 14. She enjoyed serving
people and making them feel special. After joining a large hotel chain, she
worked her way through all departments, travelling around from resort to
resort, and after 10 years of hard work she was appointed General Manager
of a resort.
Jules believes that working in tourism and hospitality gives you the
opportunity to ‘learn forever’, expand your horizons, and connect with
people on an emotional level. She says it is an industry with an endless career
path and that any personality type is welcome.
“There are so many different positions available in
the hospitality and tourism industry. I believe all
personality types and skills are catered for, however
I do believe the basic ingredients required by all are
LOVE, EMPATHY and PASSION!”
CONTENTS
87TOURISM & HOSPITALITY CAREER GUIDE
TERTIARY EDUCATION
GATEWAY SCHOOLS
The Food, Wine and Tourism Gateway to Industry Schools
Program supports young people in making a successful transition
from school into further education or employment.
The program blends school, vocational and academic curricula
tailored specifically for industry needs, enabling students to learn
about career opportunities available in the food, wine, hospitality
and tourism industries.
Schools participating in the food, wine and tourism gateway
program collaborate with industry to provide direct pathways for
students in obtaining work or entering higher study.
Students gain valuable industry experience while still at school,
providing them with the tools and knowledge to make informed
decisions about training and employment.
For more information on the Food, Wine and Tourism Gateway
to Industry Schools Program, including details about current
activities and projects, opportunities for students and
teachers or how your school or business can get involved,
visit the Queensland College of Wine Tourism website at
www.qcwt.com.au/schools_prog
Ÿ Commercial Cookery
Ÿ Hospitality & Tourism
Ÿ Teacher Professional
Development & Currency
Ÿ Networking & Industry Connections
For more information:
www.gatewayschools.qld.gov.au
CONTENTS
88 QUEENSLAND TOURISM INDUSTRY COUNCIL
HIGHER EDUCATION
INSTITUTION UNDERGRADUATEPROGRAM
University of
Queensland
www.uq.edu.au
ĥĥ Bachelor of International Hotel
and Tourism Management
ĥĥ Bachelors of Business
Management/International Hotel
and Tourism Management
ĥĥ Bachelor of International Hotel
and Tourism Management
Griffith University
www.griffith.edu.au
ĥĥ Bachelor of International Tourism
and Hotel Management
James Cook
University
www.jcu.edu.au
ĥĥ Bachelor of Business in
Hospitality and Tourism
Management
Bond University
www.bond.edu.au
ĥĥ Bachelor of International Hotel
and Tourism Management
University
of Southern
Queensland
www.usq.edu.au
ĥĥ Bachelor of Business (Tourism
Management)
ĥĥ Bachelor of Business (Tourism
and Events Management)
CQUniversity
Australia
www.cqu.edu.au
ĥĥ Bachelor of Hospitality
Management
University of
Sunshine Coast
www.usc.edu.au
ĥĥ Bachelor of Business (Tourism,
Leisure and Event Management)
INSTITUTION POSTGRADUATEPROGRAM
University of
Queensland
www.uq.edu.au
ĥĥ Master of Tourism Leadership
ĥĥ Master of Tourism, Hotel and
Event Management
Griffith University
www.griffith.edu.au
ĥĥ Master of Business (International
Tourism and Hospitality
Management)
James Cook
University
www.jcu.edu.au
ĥĥ Master of International Tourism
and Hospitality Management
ĥĥ Master of International Tourism
and Hospitality Management
– Master of Business
Administration (Dual Program)
CQUniversity
Australia
www.cqu.edu.au
ĥĥ Master of Sustainable Tourism
Management
TERTIARY EDUCATION
CONTENTS
89TOURISM & HOSPITALITY CAREER GUIDE
TERTIARY EDUCATION
CRICOS00233EJ000820
ĥĥ What is the difference between VET and higher education?
VET courses include certificates I to IV, diplomas and advanced
diplomas. These are lower-level qualifications than those offered
in the higher education sector, which include bachelor degrees,
graduate certificates, graduate diplomas, master degrees and
doctoral degrees.
VET study provides graduates with the practical skills they need
for certain industries and roles. Courses in the higher education
sector tend to have more of an academic focus, although many
degrees have a vocational focus (such as those in the fields of
agriculture and design).
CONTENTS
90 QUEENSLAND TOURISM INDUSTRY COUNCIL
AWARDS&
RECOGNITION
ĥĥ QUEENSLAND TOURISM AWARDS
ĥĥ QTIC SALUTE TO EXCELLENCE
AWARDS
ĥĥ QTIC PRIZE FOR INNOVATION IN
TOURISM
ĥĥ AUSTRALIAN TOURISM AWARDS
ĥĥ WORLDSKILLS AUSTRALIA
ĥĥ QUEENSLAND TRAINING AWARDS
ĥĥ AUSTRALIAN TRAINING AWARDS
ĥĥ NESTLE GOLDEN CHEF’S HAT
AWARDS
ĥĥ GOLD COAST YOUNG
ENTREPRENEURS
ĥĥ QUEENSLAND YOUNG ACHIEVER
AWARDS
ĥĥ THE HOSTPLUS HOSPITALITY
SCHOLARSHIP
CONTENTS
91TOURISM & HOSPITALITY CAREER GUIDE
AWARDS & RECOGNITION
Hosted by the Queensland Tourism Industry Council, the
Queensland Tourism Awards are recognised as the industry’s
largest and most prestigious event, proudly presented by the
Queensland Airports Limited in partnership with Tourism and
Events Queensland (TEQ).
The awards recognise, acknowledge and celebrate the tourism
operators in Queensland who have validated outstanding
achievement and contribution to Queensland’s tourism industry.
The Awards program, hosted and managed by QTIC, is a
submission and inspection based program which provides the
opportunity to acknowledge and showcase Queensland’s finest
tourism industry, including individuals, businesses (industry
operators) and events.
Benefits of entering the Queensland Tourism Awards:
©© Be recognised as an outstanding tourism business
©© Discover the full potential of your enterprise
©© Supercharge your annual business planning process
©© Gain a competitive edge by receiving feedback from
industry leaders
©© Use the submission as a benchmark to improve the
bottom line
©© Receive media coverage and exposure
©© Energise and motivate your staff
©© Use the Awards logo to promote your operation as an
award-winning business
©© Celebrate and network with industry peers and
colleagues at the Gala Awards ceremony
©© Automatic entry into the Australian Tourism Awards for
Gold Winners in categories 1 to 26
©© The Gala Awards ceremony will be the biggest industry
party of the year!
QUEENSLAND TOURISM AWARDS
ĥĥ For more information, visit:
www.queenslandtourismawards.com.au
or contact QTIC on (07) 3236 1445
or awards@qtic.com.au.
View photos, videos and news on Facebook
(search and follow ‘QueenslandTourism Awards’).
CONTENTS
92 QUEENSLAND TOURISM INDUSTRY COUNCIL
Matthew Williamson
WINNER OF THE 2015 QTIC SALUTE TO EXCELLENCE 	
(TOURISM CATEGORY)
Matt was the winner of the Tourism category in the 2015 QTIC Salute to
Excellence awards. Matt began working in hospitality in Year 8 and loved it. He
found a passion for working with people and enjoys providing customer service.
Aftergraduatingfrom high school, Matt has pursued his careergoals bystudying
a Bachelor of International Tourism and Hotel Management. He hopes to take
part in the international exchange program at Disney World, USA.
“Hopefully I will be able to work in the happiest place on earth
before doing my own travels across Europe where I hope to secure
experience in hotel management.”
His advice to other students considering a job in hospitality is:
“Go for it! Get out there, become involved in industry
opportunities and get experience. Volunteer at events and
enjoy the experience. Take the opportunity to get a feel for the
industry. The more experience you get, the better your career
will be.”
AWARDS & RECOGNITION
The QTIC Salute to Excellence Awards recognises Queensland’s
state and non-state secondary school students in Year 11 and
12 for tourism, hospitality and food and beverage, undertaking
training through:
©© Vocational Education and Training (VET) in schools
©© School-based traineeships/ apprenticeship, and/or
©© Delivered in partnership with industry.
The award highlights the importance of promoting Vocational
Education and Training among schools students across the state.
Benefits for students and teachers participating in the award
includes:
©© Relish industry and state recognition of achievements
©© Opportunity to gain real-world experience at leading
tourism and hospitality businesses
©© Establish industry/employer contacts and mentors
©© Gain assistance with career aspirations
©© Inspire students to grow and develop in a leading
Queensland and Australian industry
©© Gain knowledge through success stories from
industry professionals
©© Maximise opportunities for media coverage
©© Meet other like-minded fellow students and trainers
from across Queensland.
Great prizes and incentives are up for grabs in addition to
invaluable mentoring and work experience opportunities.
For more information, visit www.qtic.com.au or contact QTIC on
(07) 3236 1445 or industrydevelopment@qtic.com.au.
QTIC SALUTE TO EXCELLENCE AWARDS
CONTENTS
93TOURISM & HOSPITALITY CAREER GUIDE
AWARDS & RECOGNITION
Queensland tourism businesses have an opportunity to win a
share in more than $35,000 in prizes as part of the QTIC Prize
for Innovation in Tourism. The program is open to micro and
small to medium sized Queensland tourism enterprises that
have developed and adopted innovative products, services
and processes within Queensland. For more information,
visit www.qtic.com.au or contact QTIC on (07) 3236 1445 or
administration@qtic.com.au.
www.qtic.com.au/awards/qtic-awards
The Australian Tourism Awards are the tourism industry’s
premier awards program, recognising excellence in tourism on a
national level. Gold winners from respective state tourism award
programs compete for national recognition at the Australian
Tourism Awards.
www.australiantourismawards.com.au
The Queensland Training Awards are the state’s highest
recognition of people and organisations striving for success, best
practice and innovation in training. Award categories recognise
outstanding achievement from:
©© Completing apprentices and trainees
©© School-based apprentices and trainees
©© Graduates of certificate, diploma and advanced diploma
courses
©© Small, medium and large employers who use training in
their workplace
©© Registered training organisations (training providers),
teachers, and trainers.
www.qta.qld.gov.au
QTIC PRIZE FOR INNOVATION IN TOURISM
AUSTRALIAN TOURISM AWARDS
QUEENSLAND TRAINING AWARDS
WORLDSKILLS AUSTRALIA
WorldSkills Australia (WSA) aims to develop and nurture the skills
of young Australians. The organisation promotes and builds a skill
culture by inspiring young people, celebrating skills excellence
and providing them with an opportunity to showcase their trade
and skill talent. WSA achieves this goal through competitions
held on a regional, national and international level.
www.worldskills.org.au
CONTENTS
94 QUEENSLAND TOURISM INDUSTRY COUNCIL
AWARDS & RECOGNITION
The Australian Training Awards are the peak, national awards
for the vocational education and training (VET) sector. The
Awards recognise individuals, businesses and registered training
organisations for their contribution to skilling Australia.
The Awards are the culmination of the state and territory training
awards with winners from each state and territory eligible to
compete at the national level in various categories.
Through showcasing best practice, the AustralianTraining Awards
promote continuous improvement and innovation in the design
and delivery of VET which has led to awareness and respect for
skill based careers and excellence.
www.australiantrainingawards.gov.au
AUSTRALIAN TRAINING AWARDS
NESTLE GOLDEN CHEF’S HAT AWARDS
GOLD COAST YOUNG ENTREPRENEURS
The Nestlé Golden Chef's Hat Award is dedicated to helping
junior and apprentice chefs develop their cooking skills and
broaden their culinary horizons.
Taking part in the Nestlé Golden Chef's Hat Award provides
young chefs with the added opportunity of being mentored by
culinary instructors and given access to a national network of
professional chefs.
The competition is open to residents of Australia who are
currently in the culinary profession and aged between 16 and 25
years of age.
www.nestleprofessional.com
The Gold Coast Young Entrepreneur Awards showcase the city's
top young business leaders who are building thriving businesses,
delivering innovation, leading social change or forging a path to
turn their dream into reality.
www.businessnewsaus.com.au/gold-coast-young-entrepreneur
CONTENTS
95TOURISM & HOSPITALITY CAREER GUIDE
AWARDS & RECOGNITION
The Hostplus Hospitality Scholarship is supported by Melbourne
Food and Wine. The scholarship offers a rising star in the food,
beverage and hospitality industry a one year mentorship from
an industry leader, as well as the chance to gain international
work experience with top international businesses. Open
to anyone between 18 and 30 years with at least two years’
experience in their field. The scholarship covers all aspects of the
hospitality industry from front of house to winemakers, and is the
opportunity of a lifetime for talented and dedicated hospitality
professionals.
www.hostplus.com.au/hospitality-scholarship
QUEENSLAND YOUNG ACHIEVER AWARDS
THE HOSTPLUS HOSPITALITY SCHOLARSHIP
The purpose of the Queensland Young Achiever Awards is to
acknowledge, encourage and most importantly promote the
positive achievements of all young people up to and including
29 years of age.
Objectives of the program include:
©© Acknowledge and highlight the achievements of young
Australians
©© Educate the public with examples of youth achievement
©© Encourage and motivate young Australians at all levels
(local, state and national) in their chosen field of
endeavour
©© Develop a sense of pride in being an Australian
©© Build self-confidence through rewards for excellence
©© Provide role models and mentors for youth by
highlighting the pursuit of excellence
©© Develop and encourage leadership and life skills in young
Australians.
www.awardsaustralia.com/young-achiever-awards/qld
CONTENTS
96 QUEENSLAND TOURISM INDUSTRY COUNCIL
LICENSING
ĥĥ LIQUOR AND GAMING
ĥĥ WORKPLACE HEALTH AND SAFETY
ĥĥ MARINE SAFETY
ĥĥ SECURITY
CONTENTS
97TOURISM & HOSPITALITY CAREER GUIDE
LICENSING
ĥĥ RESPONSIBLE SERVICE OF ALCOHOL
TRAINING
It is mandatory for certain people involved in Queensland’s liquor
industry to have a current Responsible Service of Alcohol (RSA)
statement of attainment issued for successful completion of
the RSA training course, conducted by an Office of Liquor and
Gaming Regulation (OLGR) approved trainer.
Having licensees, management and those employed to undertake
specified tasks in licensed venues trained in RSA benefits both
employee and employer.
RSA training provides skills in handling difficult situations, how
to recognise signs of intoxication and strategies to slow or
moderate the supply of alcohol and how to refuse service.
All licensees must ensure the following people have a current
RSA statement of attainment, within 30 days of commencing
employment:
©© The licensee (if an individual)
©© Any member of staff of the licensed premises who is
involved in the service or supply of liquor at the premises.
Staff members involved in the service or supply of liquor include
approved managers, bartenders, glass collectors, floor staff,
security staff and room service staff.
As a competency within a national training package, a 'Provide
Responsible Service of Alcohol' course may only be delivered by
a registered training organisation.
www.business.qld.gov.au/industry/liquor-gaming
ĥĥ RESPONSIBLEMANAGEMENTOFLICENSED
VENUES
It is mandatory for liquor licensees (if individuals), approved
managers and some permit holders to have a current Responsible
Management of Licensed Venues (RMLV) certificate.
Licensees (or permit holders) must ensure all approved managers
maintain currency of a Responsible Management of Licensed
Venue (RMLV) ‘licensee’s course certificate’ issued by an
approved trainer.
The RMLV training course certificate is valid for three years. It is
the responsibility of the licensee to ensure approved managers
working at the premises have a copy of a current certificate as
detailed.
www.business.qld.gov.au/industry/liquor-gaming
ĥĥ RESPONSIBLE SERVICE OF GAMBLING
Since 1 October 2010, it has been mandatory for certain people
involved in Queensland’s gaming industry to have a current
Responsible Service of Gambling (RSG) course certificate.
Trained employees are able to identify the signs of problem
gambling, provided with skills to handle difficult situations and
apply the principles of the Queensland Responsible Gambling
Code of Practice. Trained employees are aware of the legal
obligations and ramifications associated with the service of
gambling products, which not only assists licensees comply with
the legislation, but minimise the potential for harm associated
with gambling to individuals and the broader community. People
who carry out gaming duties or gaming tasks within a licensed
club or hotel must complete RSG training within three months
of starting employment.
www.business.qld.gov.au/industry/liquor-gaming
Since 1 July 2013 the training course certificate recognised for having
completed mandatory RSG training required by the Gaming Machine Act
1991 is a VET Statement of Attainment in ‘Provide Responsible Gambling
Services’.
LICENSING
LIQUOR AND GAMING
CONTENTS
98 QUEENSLAND TOURISM INDUSTRY COUNCIL
ĥĥ WORKPLACE HEALTH AND SAFETY QUEENSLAND
Workplace Health and Safety Queensland (WHSQ) is responsible
for improving workplace health and safety in Queensland and
helping reduce the risk of workers being killed or injured on the
job. WHSQ enforces work health and safety laws, investigates
workplace fatalities, serious injuries, prosecutes breaches of
legislation and educates employees and employers on their
legal obligations. WHSQ also provides policy advice on workers’
compensation matters.
www.worksafe.qld.gov.au
ĥĥ MARITIME SAFETY QUEENSLAND
Maritime Safety Queensland (MSQ) is responsible for protecting
Queensland’s waterways andthe people who usethem - providing
safer, cleaner seas. MSQ is also responsible for delivering a range
of services on behalf of the national regulator (the Australian
Maritime Safety Authority) under the Marine Safety (Domestic
Commercial Vessel) National Law Act 2012.
The national system arrangements are implemented together
with Maritime Safety Queensland's state marine legislative
responsibilities.
www.msq.qld.gov.au
ĥĥ THE AUSTRALIAN MARITIME SAFETY AUTHORITY
The Australian Maritime Safety Authority (AMSA) is a statutory
authority established under the Australian Maritime Safety
Authority Act 1990 (the AMSA Act). AMSA’s principal functions
are:
©© Promoting maritime safety and protection of the marine
environment
©© Preventing and combating ship-sourced pollution in the
marine environment
©© Providing infrastructure to support safety of navigation
in Australian waters
©© Providing a national search and rescue service to the
maritime and aviation sectors.
www.amsa.gov.au
Entry level requirements exist for all people working on
commercial tourism vessels such as:
©© Elements of Shipboard Safety
©© First Aid
©© Oxygen Provider / CPR
©© RMDL (Tender Licence)
A commercial marine licence is required to operate a commercial
tourism vessel.
LICENSING
WORKPLACE HEALTH AND SAFETY
MARINE SAFETY
CONTENTS
99TOURISM & HOSPITALITY CAREER GUIDE
ĥĥ INDIVIDUAL – CLASS 1
©© Bodyguard - providing close personal protection
services.
©© Private investigator - obtaining and providing
information about another person without their
consent, such as surveillance work or investigating the
disappearance of a missing person.
©© Crowd controller - maintaining order in and around a
public place such as a hotel or sporting event.
©© Cash transit security officer - carrying cash or other
valuables.
©© Unarmed security officer - guarding, patrolling or
watching another person's property, without a guard
dog or weapon.
©© Monitoring security officer - monitoring property
using an electronic monitoring device, such as a visual
recording system, a radio or remote alarm system.
©© Dog patrol security officer - guarding, patrolling or
watching another person's property, with a guard dog.
ĥĥ INDIVIDUAL – CLASS 2
©© Security adviser - providing advice about security
equipment, methods or principles.
©© Security equipment installer - installing, repairing,
servicing or maintaining security equipment.
LICENSING
SECURITY
CONTENTS
100 QUEENSLAND TOURISM INDUSTRY COUNCIL
ACCREDITATION
CONTENTS
101TOURISM & HOSPITALITY CAREER GUIDE
ACCREDITATION
ĥĥ AUSTRALIAN TOURISM ACCREDITATION
PROGRAM
ATAP is a business development program based on quality
assurance principles that provide businesses with the necessary
tools and resources to ensure ongoing sustainability and best
practice. The accreditation ‘tick’ logo provides a credible,
third party recommendation. The program addresses many of
the issues that are covered in the development of a business
plan, but focusses on those key elements that are part of the
day-to-day function of any tourism operation. In Queensland,
QTIC delivers the national program and can provide support
throughout the process.
www.atap.net.au
ĥĥ ECOGUIDE AUSTRALIA
The EcoGuide Australia program provides a credential,
endorsing the recipient as a guide who will deliver an authentic,
environmentally responsible, and professional ecotourism
experience. Ecotourism Australia manages the EcoGuide
Program, backed by the expertise of its management team.
EcoGuide Australia also maintains a team of independent
assessors who will examine EcoGuide applications.
www.ecotourism.org.au
ĥĥ GUIDES OF AUSTRALIA
Guides of Australia (GOA) accreditation provides visiting tourists
with an assurance that a guide has met specific standards and
has a commitment to the best practice standards outlined
in the Australian Tour Guides’ Code of Guiding Practice. The
accreditation is suitable for tour guides in all sectors of the
tourism industry and encourages professional development and
promotes training in all relevant skills. GOA provides industry
recognition for guides who achieve the specified standards. It
is not mandatory but is encouraged by increasing numbers of
industry stakeholders including employers, tourism organisations
and government agencies.
www.goa.org.au
ĥĥ SAVANNAH GUIDES
Savannah Guides is Australia’s leading Tour Guide professional
development organisation. For more than 25 years the
organisation has been running Savannah Guides Schools,
coordinating accredited training, developing tailored programs
for businesses and mentoring tourism staff. Within the Savannah
Guides activities are pathways for every contact person in
tourism to develop their skills and career opportunities and for
businesses to step up to a new level.
www.savannah-guides.com.au
ACCREDITATION
If the tourism industry is to achieve success in the increasingly
competitive national and international markets, all sectors of
the industry must develop quality products and services that will
meet the expectations of their customers.
To achieve this goal, all businesses involved in the industry must
pay close attention to their business practices to ensure that the
services and products offered by them are reliable, consistent
and predictable. Customer confidence will be the resulting
outcome, which in turn will lead to increased profitability.
Businesses endorsed by tourism accreditation programs benefit
from increased credibility, visibility and competitiveness.
Accreditation programs help you focus on aspects of your
business that provides resilience through leaner times and
further develop consistency of quality.
www.qtic.com.au/accreditation
CONTENTS
102 QUEENSLAND TOURISM INDUSTRY COUNCIL
ACCREDITATION
ĥĥ RESPECTING OUR CULTURE CERTIFICATION
Respecting Our Culture (ROC) embraces national accreditation
standards to ensure that certified tourism businesses
meet customer expectations regarding authenticity and
professionalism. ROC is a triple-bottom line program, covering
economic sustainability, environmental management and
respect for Indigenous cultural heritage. A business with ROC
accreditation will be recognised in the industry as delivering a
sustainable, environmentally sound and authentic experience.
www.ecotourism.org.au
ĥĥ CLIMATE ACTION CERTIFICATION
Climate Action Certification is designed for all sectors of the
tourism industry including hotels, attractions, tours, transport,
restaurants, travel agents, tourism commissions, tourism
consultants and industry bodies. The Climate Action Certification
program is dedicated to reducing carbon emissions and assuring
travellers that certified products are backed by a commitment to
sustainable practices related to addressing climate change.
www.ecotourism.org.au
ĥĥ EARTH CHECK EVALUATE
EarthCheck Evaluate is an entry level program that evaluates
an operator’s economic, social, and environmental impact and
recognises organisations that engage in sustainable practices. It is
the product of 15 years of market research and experience through
their flagship program, EarthCheck Certified. EarthCheck Evaluate
uses internationally recognised criteria to report on management
performance covering a wide range of areas including environment,
risk and quality management. Participating organisations are
awarded an Earth Rating to recognise theirachievement level which
includes an EarthCheck Evaluate Rating Achievement Logo and an
EarthCheck Evaluate Certificate.
www.earthcheck.org
ĥĥ QUEENSLAND VISITOR INFORMATION
CENTRE ACCREDITATION
Accredited Visitor Information Centres (VICs) play an important
role in Queensland's tourism industry. They make a significant
economic contribution to tourism, particularly in regional areas,
by providing information to visitors that encourages them to stay
longer, spend more money, experience more attractions and
revisit. VICs also create significant social benefits, as many rely
heavily on a volunteer workforce and operate as an important
community facility. To raise the standard of information provision
and acknowledge genuine visitor information providers,
accreditation programs or policies have been developed across
Australia and a yellow on blue italicised 'i' symbol has been
trademarked to distinguish visitor information providers who
achieve these standards.
www.teq.queensland.com
ĥĥ ECO CERTIFICATION
Eco-certification is mandatory for tour operators conducting
business within National Parks. Exclusive benefits such as extended
license terms and exclusive access is offered by the Queensland
Parks and Wildlife Services (QPWS) and Great Barrier Reef Marine
Park Authority (GBRMPA) for eco-certified tour operators. The
ECO Certification logo is a globally recognised brand which assists
travellers to choose and experience an authentic tour, attraction,
cruise or accommodation that is environmentally, socially and
economically sustainable. The ECO Certification program
assures travellers that certified products are backed by a strong
commitment to sustainable practices and provides high quality
nature-based tourism experiences.
www.ecotourism.org.au
CONTENTS
103TOURISM & HOSPITALITY CAREER GUIDE
ACCREDITATION
CARAVAN/
HOLIDAY PARK
ĥĥ CARAVAN INDUSTRY ASSOCIATION OF
AUSTRALIA – NATIONAL ACCREDITATION
PROGRAM
The Caravan Industry Association of Australia National
Accreditation Program is an industry specific scheme to
improve business standards for tourism businesses. To become
an accredited business, caravan holiday parks must comply with
certain standards, including legal compliance, environmental
management, customer service, risk management and
maintenance. These businesses display the ‘accreditation key’ to
show that they are a Caravan Industry Association of Australia
accredited business.
www.caravanindustry.com.au
ĥĥ CHINA READY & ACCREDITATION
CERTIFICATE
CHINA READY® is a Chinese Government and industry-
endorsed quality service certification that equips businesses to
welcome, understand and successfully engage with China and
Chinese people, giving operators easier access to the world’s
largest consumer market. The CHINA READY® Program has
three distinct yet interdependent pillars.
1.	 Globally consistent Chinese cultural awareness and business
training which enables products and service providers outside
China to understand and effectively engage with Chinese
customers;
2.	 Certification of businesses that meet the strict and
professionalinternationalbestbusinesspracticecriteriaofthe
CHINA READY® Program and awarding these oganisations
use of the CHINA READY & Accredited Certification Trade
Mark signifying the business provides products and services
Chinese consumers can trust.
3.	 Marketing accredited businesses in China through CHINA
READY’s influential official partners such as the multimedia
networks of China’s government news agency, Xinhua
International and China’s banking industry‑backed key
credit card and payment transaction facilitator UnionPay
International.
www.chinareadyandaccredited.com
ĥĥ STAR RATINGS AUSTRALIA
Star Ratings are a mark of quality, determined by more than
200 criteria that have been ranked by Australian travellers.
Star Ratings are awarded to operators within six distinct
accommodation categories: Hotels, Motels, Serviced
Apartments, Hosted Accommodation, Caravan-Holiday Parks
and Self Catering properties. Properties that voluntarily hold
themselves to independent quality standards are reviewed once
every three years. This cycle reflects industry best practices for
‘soft’ and ‘hard’ property refurbishments and is supported by an
exclusive Travellers Rating powered by millions of online guest
reviews from websites in 45 different languages.
www.starratings.com.au
ĥĥ NATIONAL ACCOMMODATION, RECREATION
AND TOURISM ACCREDITATION
National Accommodation, Recreation and Tourism Accreditation
(NARTA) was establishedto raise standards inthe accommodation,
recreation and tourism sectors that primarily deal with the
outdoors, group experiences and outdoor education programs.
The accreditation package allows operators to gauge their
compliance with industry and public expectations.
www.narta.org.au
ĥĥ INTERNATIONAL CUSTOMER SERVICE
STANDARD
The International Customer Service Standard (ICSS) certification
program is designed to enhance service standards in private
sector, not-for-profit and government organisations. Customer
service management is critical for a business and requires
organisations and individuals to continually improve their skills
to achieve peak levels of performance. The Customer Service
Institute of Australia (CSIA) can conduct an independent
assessment of the service standards and systems.
www.csia.com.au
CONTENTS
104 QUEENSLAND TOURISM INDUSTRY COUNCIL
HINTS&TIPS
ĥĥ SOME QUESTIONS YOU NEED TO ASK
ĥĥ HOW TO SUCCEED IN YOUR STUDIES
ĥĥ HOW TO GET THAT JOB
ĥĥ FINANCIAL ASSISTANCE OPTIONS FOR
STUDENTS
ĥĥ USEFUL WEBSITES
CONTENTS
105TOURISM & HOSPITALITY CAREER GUIDE
HINTS & TIPS
Before you enter into a new course or training program, you may like to consider these questions.
ĥĥ Have I considered the costs?
©© How much does the course or training program cost?
©© Are there out-of-pocket expenses (e.g. text
books, uniforms, chef knives, computer, printing,
transportation, etc.)?
©© Must I pay up-front or can I pay in instalments?
©© Does the course or training program qualify for HECS-
HELP, VET FEE-HELP, FEE-HELP, or other loans?
©© Can I receive government assistance?
©© Are there scholarships available to me?
©© Am I eligible?
©© What are the entry requirements?
©© Do I need prior qualifications?
©© Can I receive recognition of prior learning (RPL)?
©© Can I get the right support I need to succeed in the
course or training program?
©© Can I receive credits for prior study, training or
qualifications?
ĥĥ What does studying involve?
©© Do I know the course or training program
commencement, census date or completion dates?
©© What is the learning style (lectures, tutorials, practicals,
work placement, online learning or seminars)?
©© Do I need to use my personal equipment or will the
course provide me with access to what I need?
©© Will the course or training program provide learning
support, if I need it, and what does that involve?
©© What is the course or training program size and does it
suit me?
©© Is the course or training program practical or
academically focussed?
©© Must I attend every class and what happens if I miss one?
©© Are the teaching staff or lecturers qualified with relevant
and up-to-date industry experience?
©© What amenities are available on campus and do I see
myself learning there?
©© Are there opportunities for part-time study or
residential placements?
SOME QUESTIONS YOU NEED TO ASK
CONTENTS
106 QUEENSLAND TOURISM INDUSTRY COUNCIL
HINTS & TIPS
HOW TO SUCCEED IN YOUR STUDIES
ĥĥ P.A.S.S T.HA.T!
Some tips and suggestions to help you
PASS THAT course or training program.
PLAN YOUR STUDY SCHEDULE: Use a calendar to note your
assessment dates at the start of semester and keep track of when
assessments are due. Plan your weeks in advance so you know
when important events and meeting are happening.
ATTEND ORIENTATION: Visiting your campus on orientation
day gives you a feel for campus life and allows you to sign up
to any clubs, societies or sporting teams. You can also attend
information sessions that help you with your study.
SCHEDULE TIME TO SLEEP: Stay active but ensure that you get
an adequate amount of sleep. Lack of sleep can greatly impact
your studies.
SIGN UP: Join any clubs, societies and sporting teams where
you may share a common interest. These interest groups are an
excellent way to make friends, understand your industry better
and make contacts.
TAKE NOTES: Keep track of important notes and information
from your course as well as collecting hints and tips from other
students and trainers, lecturers and mentors. When you’re feeling
the pressure, refer to your notes and go over those points to
ensure you’re following the best path towards study success.
HAVE A BALANCE: Make time to balance your study, leisure
and work time. Take time off from study to enjoy the student life
with your friends. Don’t commit to too much part-time work as
you will not have enough time for study. Ensure you are eating
healthy, balanced meals and drinking plenty of water. Taking care
of yourself will help you stay on top of your studies. Getting sick
can mean missing important deadlines.
ASK QUESTIONS: Don’t be afraid to talk to the teaching staff
on your campus. They have a lot of experience and can help you
with any study or employment concerns.
TAKE ADVANTAGE OF OPPORTUNITIES: Your campus
and trainers or lecturers will be able to help identify relevant
volunteering, mentoring, work experience and internship
opportunities. Make sure you follow your course’s social media
account or emailing list to be in the know.
Content used with permission from the Australian Council for Private
Education and Training (ACPET).
CONTENTS
107TOURISM & HOSPITALITY CAREER GUIDE
ĥĥ Job searching
Research the job and organisation.
©© Find out what the organisation does, how they operate,
recent achievements, major changes or projects.
©© Call the recruiter and have a discussion about what
they’re looking for in an applicant. Hopefully they will
remember you when you submit your application.
Don’t get discouraged! Job searching can take time and you may
face setbacks and rejections before securing a position.
Maintain your network. Many jobs in the hospitality and tourism
industry are found through industry contacts, not job sites.
ĥĥ Preparing for an interview
Prepare answers for common interview questions, such as:
©© Tell me about yourself
©© Why are you interested in this job/organisation?
©© What is your greatest strength/weakness?
©© What do you know about our company?
©© How have you handled difficult or stressful situations in
your current job?
©© What are your achievements to date?
Use the STAR method to prepare for such interview questions:
©© S – Situation, set the scene, what happened
©© T – Task/Target, what was required of you, when, where,
who
©© A – Action, what you did, skills used, behaviours,
characteristics
©© R – Result/outcome, what happened in the end?
Prepare questions to ask the interviewer to show you’re well
prepared and interested in the role.
Dress appropriately. Research the company and their dress code
and dress to match. If you’re unable to find out, ensure you look
neat and smart.
Know where your interview is going to be, and make sure you
have plenty of time to travel.
Arrive 10 minutes early so you can calm down and gather your
thoughts.
ĥĥ Be resume ready
A resume is a summary of your experience, education and
skills. Usually one or two pages in length, resumes are used by
employers to find out about a job applicant. Recruiters only need
20 seconds to assess your resume, so make it stands out, is easy
to read and uses action and key words to get their attention.
Keep your resume current and up to date. Use spell check and
get a family member or friend to look over it to ensure it is clear
and well written.
Make sure you include the following information:
©© Personal details including name and contact information
©© Key skills – e.g. time management, analytical,
communication
©© Work history, relevant experience and achievements
©© Education
HOW TO GET THAT JOB
HINTS & TIPS
CONTENTS
108 QUEENSLAND TOURISM INDUSTRY COUNCIL
HINTS & TIPS
FINANCIAL ASSISTANCE OPTIONS FOR STUDENTS
ĥĥ HECS-HELP
HECS-HELP is a student loan scheme for eligible Commonwealth
supported students to defer their student contribution and repay
it later through the taxation system.
Eligibility criteria include:
©© Be studying in a Commonwealth supported place
©© Be an Australian citizen
©© Be New Zealand Special Category Visa holder
©© Be a permanent humanitarian visa holder
©© Be enrolled in each unit at your university by the census
date
www.studyassist.gov.au/sites/studyassist/helppayingmyfees/
hecs-help/pages/hecs-help-welcome
ĥĥ ABSTUDY
Abstudy assists with tuition costs for Aboriginal and Torres
Strait Islander Australians who are studying or undertaking an
Australian apprenticeship.
www.humanservices.gov.au/customer/services/centrelink/
abstudy
ĥĥ AUSTUDY
Austudy provides financial support to full-time students and
Australian Apprentices aged 25 years or older, studying full-time
in an approved course at an approved educational institution, or
undertaking a full-time Australian Apprenticeship or traineeship.
www.humanservices.gov.au/customer/services/centrelink/
austudy
ĥĥ FEE-HELP
FEE-HELP is a loan scheme that assists eligible fee-paying
students, enrolled at an eligible FEE-HELP higher education
provider, to pay all or part of their tuition fees for eligible
units of study. It cannot be used for additional costs such as
accommodation or text books.
www.studyassist.gov.au/sites/studyassist/helppayingmyfees/
fee-help/pages/fee-help
ĥĥ VET FEE-HELP
VET FEE-HELP is a loan scheme available to assist eligible
students studying higher level vocational education and training
(VET) qualifications to pay their tuition fees. Higher level VET
qualifications are at the diploma level and above, as well as a
limited number of Certificate IV qualifications. VET FEE-HELP
can be used to pay all or part of an eligible student’s tuition fees.
It cannot be used for additional costs such as accommodation or
text books.
www.studyassist.gov.au/sites/studyassist/helppayingmyfees/
vet-fee-help/pages/vet-fee-help
ĥĥ YOUTH ALLOWANCE
In an education context, the Youth Allowance provides financial
support forpeople aged 16 to 24 years who are studying full-time,
undertaking a full-time Australian Apprenticeship, or training.
Eligibility criteria include:
©© 16 to 21 years old and undertaking approved activities
©© 18 to 24 years old and studying full-time
©© 16 to 24 years old and undertaking a full‑time Australian
Apprenticeship
www.humanservices.gov.au/customer/services/centrelink/
youth-allowance
ĥĥ SCHOLARSHIPS
Scholarships can be awarded on financial needs, academic
achievements, rural living or Indigenous backgrounds. Contact
your educational institution for more details on potential
scholarships available to you.
CONTENTS
109TOURISM & HOSPITALITY CAREER GUIDE
ĥĥ Australian Apprenticeship Support
www.apprenticeshipsupport.com.au
ĥĥ Australian Government Study Assist
www.studyassist.gov.au
ĥĥ CRICOS
For International Students
www.cricos.education.gov.au
ĥĥ Department of Education and Training
Myskills
www.myskills.gov.au
Job Guide
www.education.gov.au/job-guide
Jobactive
www.jobsearch.gov.au
Job Ready
www.jobready.com.au
Myfuture
www.myfuture.edu.au
ĥĥ Queensland Curriculum and
Assessment Authority
www.qcaa.qld.edu.au
ĥĥ Queensland Tertiary Admissions Centre
1300 GO QTAC (1300 467 822)
www.qtac.edu.au
ĥĥ Reading and Writing Hotline
1300 6 555 06
www.readingwritinghotline.edu.au
ĥĥ Skills Road
www.skillsroad.com.au
ĥĥ Training Queensland
www.training.qld.gov.au
ĥĥ Training Ombudsman
www.qld.gov.au/education/training
USEFUL WEBSITES
HINTS & TIPS
CONTENTS
110 QUEENSLAND TOURISM INDUSTRY COUNCIL
Experience Development
Specialist
Indigenous Tourism
Development Mentor
Urban & Regional Planner
Destination Manager
Tourism Development Officer
Specialist Guide
Tour Operator
Tour Guide
Ride Operator
Wildlife Education Officer
Activities Coordinator
Wildlife Curator
Adventure Activities Instructor
Guest Service Attendant
Wildlife Attendant
Ranger
International Travel Consultant
Booking Agent
Domestic Travel Consultant
Visitor Information Volunteer
Business/Corporate
Travel Consultant
Visitor Information Officer
Wholesale Travel Consultant
Sales Reservation Agent
Workforce Planning Manager
Store Manager
TOURISM DEVELOPMENT ATTRACTIONS & ADVENTURE
INFORMATION SERVICES
& SALES
CAREER OPPORTUNITIES: TOURISM
CONTENTS
111TOURISM & HOSPITALITY CAREER GUIDE
Sports and Recreation Manager Engineering and Maintenance
Entertainer Deckhand
Conference Manager Customs Officer
Gaming Attendant Coxswain
Stage Management Technician Driver (Car, Taxi, Bus, Charter)
Event Coordinator Flight Attendant
Function Host Train Crew
Audio Technician Traffic Controller
Caterer Network Controller
Gaming Supervisor Skipper/Master
Lighting Technician Ground Handler
Event Assistant Pilot
Catering Assistant Train Driver
Venue Coordinator Airline Passenger Officer
EVENTS & ENTERTAINMENT TRANSPORT&INFRASTRUCTURE
Accountant
Marketing Officer
Human Resources Officer
IT Support Technician
Web Developer
Education Related Officer
Creative Industries
Sustainability and
Environment Related Officer
Security Officer
Emergency Personnel
ASSOCIATED
OCCUPATIONS
The Career Opportunities diagrams outline the roles and employment opportunities in
tourism and hospitality. Readers of the guide are reminded that this information is indicative only.
CONTENTS
112 QUEENSLAND TOURISM INDUSTRY COUNCIL
Area Supervisor
Housekeeper
Receptionist
Porter
Night Auditor
Concierge
Guest Service Agent
Chef de Partie
Cook
Executive Chef
Commis Chef
Kitchen Manager
Demi Chef
Kitchenhand
Sous Chef
Baker
Mixologist
Bar Attendant
Floor Supervisor
Wait Staff
Glass/Food Runner
Maître d'
Cashier
Sommelier
Barista
Accommodation Manager
Department Manager
General Manager
Restaurant Manager Restaurant Manager
ACCOMMODATION KITCHEN
CAREER OPPORTUNITIES: HOSPITALITY
FRONT OF HOUSE
The Career Opportunities diagrams outline the roles and employment opportunities in
tourism and hospitality. Readers of the guide are reminded that this information is indicative only.
CONTENTS
113TOURISM & HOSPITALITY CAREER GUIDE
NOTES
CONTENTS
114 QUEENSLAND TOURISM INDUSTRY COUNCIL
NOTES
CONTENTS
115TOURISM & HOSPITALITY CAREER GUIDE
Preface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ii
Government Acknowledgement. . . . . . . . . . iii
Acknowledgement. . . . . . . . . . . . . . . . . . . . . . . . . . . . v
Contents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1
ACCOMMODATION 	
Accommodation Manager. . . . . . . . . . . . . . . . . .  5
Department Manager. . . . . . . . . . . . . . . . . . . . . . .  6
Porter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7
Concierge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7
Guest Service Attendant. . . . . . . . . . . . . . . . . . . .  8
Housekeeper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  9
FOOD & BEVERAGE	
Chef. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Cook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Baker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Bar Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Barista. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Wait Staff. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
EVENTS & ENTERTAINMENT	
Event Coordinator. . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Venue Coordinator. . . . . . . . . . . . . . . . . . . . . . . . . . 22
Audio Technician. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Lighting Technician. . . . . . . . . . . . . . . . . . . . . . . . . . 23
Stage Management Technician. . . . . . . . . . . 23
Public Relations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Caterer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Entertainer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Gaming Worker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
TOURISM SPECIALISATIONS	
Ecotourism. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Marine Tourism. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Agritourism. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Cultural Tourism. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
ATTRACTIONS & ADVENTURE	
Tour Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Tour Operator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Museum Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Adventure Activities Instructor. . . . . . . . . . 37
Guest Service Attendant. . . . . . . . . . . . . . . . . . . 40
Ride Operator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Wildlife Education Officer. . . . . . . . . . . . . . . . . 42
Wildlife Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . 43
INFORMATION SERVICES & SALES	
Visitor Information Officer. . . . . . . . . . . . . . . . 45
Travel Consultant. . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
TRANSPORT & INFRASTRUCTURE	
Pilot. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Flight Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Airline Passenger Officer. . . . . . . . . . . . . . . . . . 51
Traffic Controller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Ground Handler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Driver. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Train Driver. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Train Crew. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Network Controller. . . . . . . . . . . . . . . . . . . . . . . . . 55
Deckhand. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Coxswain. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Customs Officer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Engineering and Maintenance. . . . . . . . . . . . 59
TOURISM DEVELOPMENT 	
Urban and Regional Planner. . . . . . . . . . . . . . 61
Destination Manager. . . . . . . . . . . . . . . . . . . . . . . 62
Tourism Development Officer. . . . . . . . . . . . 63
Indigenous Tourism Development
Mentor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Workforce Planning Manager. . . . . . . . . . . . 64
ASSOCIATED OCCUPATIONS	
Human Resources Officer. . . . . . . . . . . . . . . . . 67
Accountant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Business Development Manager. . . . . . . . . 69
Personal Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . 70
IT Support Technician. . . . . . . . . . . . . . . . . . . . . . . 70
Software Developer. . . . . . . . . . . . . . . . . . . . . . . . . 71
Marketing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Photographer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Multimedia Developer. . . . . . . . . . . . . . . . . . . . . . 74
Graphic Designer. . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Web Designer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Industrial Designer. . . . . . . . . . . . . . . . . . . . . . . . . . 76
Architect. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Sustainability Consultant. . . . . . . . . . . . . . . . . . . 77
Environmental Researcher. . . . . . . . . . . . . . . . 77
Nature Conservation Officer. . . . . . . . . . . . . 78
Landscape Gardener. . . . . . . . . . . . . . . . . . . . . . . . 78
Lecturer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Vocational Education Trainer. . . . . . . . . . . . . 79
Security Officer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Emergency Personnel. . . . . . . . . . . . . . . . . . . . . . 81
TERTIARY EDUCATION	
Hospitality Jobs Roles. . . . . . . . . . . . . . . . . . . . . . 83
Tourism Jobs Roles. . . . . . . . . . . . . . . . . . . . . . . . . . 84
Event Job Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Gateway Schools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Higher Education. . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
AWARDS & RECOGNITION	
Queensland Tourism Awards. . . . . . . . . . . . . . 91
QTIC Salute to Excellence Award. . . . . . . 92
QTIC Prize for Innovation in
Tourism. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Australian Tourism Awards. . . . . . . . . . . . . . . . . 93
WorldSkills Australia. . . . . . . . . . . . . . . . . . . . . . . . 93
Queensland Training Awards. . . . . . . . . . . . . . 93
Australian Training Awards. . . . . . . . . . . . . . . . . 94
Nestle Golden Chef's Hat Award. . . . . . . . 94
Gold Coast Young Entrepreneurs. . . . . . . . 94
Queensland Young Achiever
Awards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
The Hostplus Hospitality
Scholarship. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
LICENSING	
Licensing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
ACCREDITATION	
Accreditation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
HINTS & TIPS	
Some Questions You Need
to Ask. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
How to Succeed in Your Studies. . . . . . . 106
How to Get That Job. . . . . . . . . . . . . . . . . . . . . . 107
Financial Assistance Options for
Students. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Useful Websites. . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Career Opportunities: Tourism. . . . . . . . . 110
Career Opportunities: Hospitality. . . . . 112
INDEX
CONTENTS
116 QUEENSLAND TOURISM INDUSTRY COUNCIL CONTENTS
117TOURISM & HOSPITALITY CAREER GUIDE
QUEENSLAND
TOURISM INDUSTRY
COUNCIL
The Voice of Tourism
		 Level 11, 30 Makerston Street, Brisbane
		 PO Box 13162, George Street, QLD 4003
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   ĥĥ Follow QTIC on social media:
CONTENTS
2016
TOURISM
HOSPITALITY
&
CAREER GUIDE
QUEENSLAND
TOURISM INDUSTRY
COUNCIL
The Voice of Tourism

160721 - QTIC Tourism & Hospitality Career Guide 2016 (High Res)

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    i QUEENSLAND TOURISMINDUSTRY COUNCIL ĥĥ DISCLAIMER In our role as ‘The Voice of Tourism’, QTIC also serves as the industry intelligence provider for Queensland's tourism and hospitality sectors. We advocate on workforce challenges, guiding government policy and influencing public funding for training. This guide has been developed to showcase occupations required to deliver services associated with the tourism and hospitality sectors. The guide includes occupations that are both directly and indirectly related to the tourism industry. Occupations within the tourism and hospitality sectors are varied and this document serves to highlight a portion of related roles. Included within this guide are career progression diagrams outlining the potential pathways connected with roles and employment opportunities in tourism and hospitality. Readers of the guide are reminded that these diagrams and pathways are indicative only and should be viewed as part of the many opportunities available within tourism and hospitality employment and career growth. We encourage enquiries, comments and requests for information from teachers, career advisors, students, job seekers, employers and industry representatives. We look forward to connecting with future representatives of Queensland’s tourism industry and we will aim to provide practical support and encouragement throughout your journey. While every care has been taken to ensure the accuracy of the content within this document, QTIC acknowledges that information about qualifications, job roles and helpful resources may change following the release of this guide (June 2016). © 2016 Queensland Tourism Industry Council This publication was produced by the Queensland Tourism Industry Council (QTIC), the peak industry body for tourism in Queensland. QTIC is a private sector, membership-based organisation which, since 2001, has worked to influence and shape the state’s tourism business environment that directly contributes $23 billion to Queensland’s economy and employs more than 230,000 people. www.qtic.com.au Please visit www.qtic.com.au to view and download the digital version of this guide QUEENSLAND TOURISM INDUSTRY COUNCIL The Voice of Tourism
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    There’s never beena better time to launch a career in Queensland tourism. From hotels, resorts, transport and travel, tourist attractions, and adventure tours – there are many job opportunities in tourism. Tourism needs media and marketing specialists, business managers, developers, a range of hospitality roles, tour guides, pilots, flight attendants, cruise industry jobs, boat captains, finance specialists, travel agents and events managers. Right now there are more than 230,000 Queenslanders working in tourism in every corner of the state – and you can be a part of it. Queensland tourism is growing like never before with 23,000 new jobs expected by 2020 – with more than $12 billion in new hotel and resort investment in the pipeline. It’s easy to see why. Record numbers of visitors are coming to Queensland to experience some of Australia’s most iconic destinations like diving the Great Barrier Reef, exploring heritage-listed rainforests, visiting our beaches and authentic outback adventures. I encourage school leavers and young people to use this Tourism Career Guide as a go-to to discover the jobs and career opportunities in the tourism and hospitality sector – the possibilities are endless to build a successful, lifelong career. I am delighted to join with the Queensland Tourism Industry Council to encourage you to choose a career in tourism. The Hon Kate Jones MP Minister for Education Minister for Tourism and Major Events Theysayeveryjourney–nomatterhowlong–starts with the first step.That first step into a professional career is a big deal for school leavers, parents and anyone changing careers. This guide seeks to provide relevant information to those looking to join one of the fastest growing global industries. Tourism is an important contributor to the Australian economy and has been recognised among Australia’s greatest comparative advantages. Queensland’s tourism industry is the state’s second largest export earner, having contributed $23 billion to the total Gross State Product (Tourism Research Australia, June 2015). International visitor arrivals continue to grow, bringing increased business confidence and major infrastructure expenditure. Events such as the 2018 Commonwealth Games on the Gold Coast and major infrastructure developments in numerous Queensland regions, including the $3 billion Queen's Wharf Brisbane Integrated Resort Development and new Brisbane Airport runway development, will further expand labour opportunities. Ever growing visitation figures deliver even greater employment opportunities in tourism and hospitality. It is expected the Australian tourism industry will require 60,000 skilled workers by 2020, including 10,500 in Queensland (Australian Tourism Labour Force Report 2015). Tourism and hospitality offers a very broad range of job and career opportunities that come with many, highly desirable advantages for those suited to work in a customer-focussed service industry. As is evident from the testimonials from many professionals in this guide, the people in this industry are passionate about their work. We hope you will be inspired by opportunities explained here to take your first step towards a rewarding career. Daniel Gschwind Chief Executive Queensland Tourism Industry Council MINISTER'S MESSAGEQTIC’S MESSAGE iiTOURISM & HOSPITALITY CAREER GUIDE
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    iii QUEENSLAND TOURISMINDUSTRY COUNCIL DEPARTMENT OF TOURISM, MAJOR EVENTS, SMALL BUSINESS AND THE COMMONWEALTH GAMES ĥĥ Finding a job in tourism Queensland welcomes millions of tourists every year and you can have a role in giving them the holiday of a lifetime. Be part of this innovative industry and develop skills that can be used in this diverse and dynamic sector, as well as others. Working in the tourism sector offers flexibility in working hours and conditions, brings people together from all around the world and all walks of life, introducing you to new people, ideas and places. ĥĥ Gold Coast 2018 Commonwealth Games The Gold Coast 2018 Commonwealth Games (GC2018) will be staged from 4–15 April 2018 and will showcase the Gold Coast and Queensland as a modern and vibrant destination for business, tourism and investment. The organisers need to recruit 1,000 extra workers with many jobs on offer now and in the future for people from all walks of life to join the team in areas including finance, transport, administration, sport and technology, security, logistics, customer service, IT services, graphic design, medical support staff and many more positions. For more information visit: www.gc2018.com/careers ĥĥ Tourism and Events Queensland Tourism and Events Queensland (TEQ) is the state’s lead marketing, destination and experience development and major events agency. It works in partnership with regional tourism organisations, industry and commercial stakeholders to build Queensland’s tourism and events industry to foster innovation, drive industry growth and boost visitor expenditure. It recognises the importance of supporting the learning and development of the future leaders of the tourism industry. It gives university students and graduates studying tourism, business, marketing or a related discipline the opportunity to undertake practical work experience. TEQ is committed to providing work experience opportunities that benefit both students' learning as well as the business. For more information visit: www.teq.qld.com
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    ivTOURISM & HOSPITALITYCAREER GUIDE DEPARTMENT OF EDUCATION AND TRAINING ĥĥ 2016-17 Annual VET Investment Plan The Queensland Government is continuing to take a whole of government approach to growing oureconomyand creating jobs. To deliver on this commitment we require a quality, appropriately funded VET sector. Queensland’s tourism and hospitality industry is a key economic driver of our economy. The projected employment needs in this sector is for an additional 23,000 jobs by 2020 to meet anticipated demand. Under the 2015-16 Queensland VET Investment Plan, state government expenditure on training opportunities for tourism and hospitality is expected to reach more than $40 million. The 2016-17 Annual VET Investment Plan details the Queensland Government's investment in VET in the 2016-17 financial year. The plan supports the Queensland Government's Working Queensland jobs plan, a core element of which is to ensure Queenslanders have access to quality training programs that deliver effective skills to meet employment and business demands. The plan also provides opportunities forschool students to access VET while at school, offering a pathway for students directly into the industry. ĥĥ Investment programs The plan outlines VET investmentthroughthefollowing programs and strategic interventions: ©© Certificate 3 Guarantee ©© User Choice (Apprenticeships and Traineeships) ©© Higher Level Skills ©© Skilling Queenslanders for Work ©© Vocational Education and Training in Schools (VETiS) ©© Gateway to Industry Schools Program ©© Industry Pre-apprenticeship Program ©© Trade Skills Assessment and Gap Training Program ĥĥ Specific programs designed for school students include: VET in Schools Students can undertake VET at school: ©© as part of their school studies - delivered and resourced by a school registered training organisation ©© by enrolling in a qualification with an external registered training organisation - funded either by the Department of Education and Training's VET investment budget or through fee-for-service arrangements i.e. where the student or parent pays for the qualification ©© as a school-based apprentice or trainee. Fee-free training for Year 12 graduates Year 12 graduates can access fee-free training in high priority areas if they start training with an approved training provider within a year of leaving school. High priority qualifications are those which provide training in the skills most needed by employers and industry. Gateway to Industry Schools Program One of the program aims is to provide industry focussed experiential learning opportunities for school students. This allows students to understand, trial and self-select into careers. The Food, Wine and Tourism Gateway to Industry School project is one of six projects currently funded by the Department of Education and Training. The project helps young people make a successful transition from school into further education and or employment in the food, wine, hospitality and tourism industries. Schools participating in the project collaborate with industry to provide direct pathways for students to obtain work or enter higher study in the food, wine and tourism industries. For details on the program visit: www.gatewayschools.qld.gov.au For further details on the VET Investment Plan including funding arrangements and investment programs visit: www.training.qld.gov.au
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    v QUEENSLAND TOURISMINDUSTRY COUNCIL ACKNOWLEDGEMENT Q U E E N S L A N D M U L T I C U L T U R A L C E N T R E Trinity Fauren OUR SUPPORTERS The Queensland Tourism Industry Council (QTIC) would like to acknowledge the assistance and contributions received from our industry and government partners listed below. In particular we wish to recognise the financial support received from the Queensland Government; the Department of Tourism, Major Events, Small Business and the Commonwealth Games and the Department of Education and Training. QUEENSLAND TOURISM INDUSTRY COUNCIL The Voice of Tourism
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    1TOURISM & HOSPITALITYCAREER GUIDE CONTENTS TOURISM & HOSPITALITY CAREER GUIDE ACCOMMODATION 4 FOOD & BEVERAGE 12 EVENTS & ENTERTAINMENT 20 TOURISM SPECIALISATION 28 ATTRACTIONS & ADVENTURE 34 INFORMATION SERVICES & SALES 44 TRANSPORT & INFRASTRUCTURE 48 TOURISM DEVELOPMENT 60 TERTIARY EDUCATION 82 AWARDS & RECOGNITION 90 ASSOCIATED OCCUPATIONS 66 HINTS & TIPS 104 LICENSING 96 ACCREDITATION 100 FULL INDEX
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    2 QUEENSLAND TOURISMINDUSTRY COUNCIL CONTENTS
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    3TOURISM & HOSPITALITYCAREER GUIDECONTENTS
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    4 QUEENSLAND TOURISMINDUSTRY COUNCIL ACCOMMODATION ĥĥ ACCOMMODATION MANAGER ĥĥ DEPARTMENT MANAGER ĥĥ PORTER ĥĥ CONCIERGE ĥĥ GUEST SERVICE AGENT ĥĥ HOUSEKEEPER CONTENTS
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    5TOURISM & HOSPITALITYCAREER GUIDE ©© Control expenses and maximise profits ©© Liaise and create rapport with reservationists, sales and marketing, contractors and maintenance, body corporate, department managers and supervisors, and guest service agents ©© Maintain knowledge about trends in the industry ©© Oversee rosters and ensure salaries/wages are monitored and controlled ©© Ensure repairs and maintenance are organised and completed ©© Organise operations in accordance with the organisation’s policies and standards ©© Lead by example in delivering exceptional levels of customer service and maintain the customer service culture ©© Monitor staff and their service delivery to guests ©© Handle complaints and online reviews to ensure issues are resolved promptly ©© Enable staff growth, development, and learning throughout the premises and provide feedback where necessary ©© Familiarise oneself with emergency procedures and attend Occupational Health and Safety training as required ACCOMMODATION MANAGER KEY RESPONSIBILITIES OVERVIEW ACCOMMODATION Responsible for the overall accountability for the day‑to‑day profitability, presentation, plans and operation of an accommodation provider. RELATED ROLES `` Hotel Manager `` Resort Manager `` Motel Manager `` Hostel Manager `` Caravan Park Manager CONTENTS
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    6 QUEENSLAND TOURISMINDUSTRY COUNCIL In charge of staff, operations and management within a particular department. OVERVIEW ©© Handle maintenance issues in the work area ©© Issue duties and tasks to the team ©© Ensure complaints are resolved and handled efficiently ©© Encourage team development and training ©© Recruit staff and provide feedback ©© Possess local product and service knowledge ©© Understand Occupational Health and Safety procedures ©© Maintain guest privacy and confidentiality ©© Develop specific duties according to the work area ©© Delivery of the highest quality service, product and presentation at all times ©© Perform customer-focussed duties in a fast paced environment ©© Build relationships with local suppliers, other department managers and industry partners ©© Manage and monitor the implementation of purchasing and stock control procedures ©© Maintain staffing levels, appropriate to limiting costs but ensuring excellence in service standards are not compromised ©© Take pride in your work and demonstrate this by supporting a positive work environment KEY RESPONSIBILITIES ACCOMMODATION DEPARTMENT MANAGER RELATED ROLES `` Housekeeping Manager `` Food and Beverage Manager `` Front Office Manager `` Functions and Events Manager `` Marketing Manager `` Operations Manager `` Business Development Manager CONTENTS
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    7TOURISM & HOSPITALITYCAREER GUIDE Assists in transporting luggage for guests in hotels and for passengers in transport terminals. They escort guests to their rooms and provide other guest services. OVERVIEW Assists with guest queries regarding places to see and things to do in the local area. OVERVIEW ©© Manage luggage and carry to guest’s room or vehicle on departure ©© Inform guests about the hotel and facilities ©© Provide maps and information about the area ©© Liaise with transport carriers to make travel arrangements and retrieve lost luggage ©© Park and retrieve guest vehicles ©© Maintain cleanliness and appearance of front of house area ©© Provide regional, local and national information to guests and visitors ©© Be aware of local events and functions, and suggest activities to guests and visitors ©© Accommodate guest needs and requests ©© Deliver mail to guests ©© Assist with luggage where necessary ©© Organise and book tours, transport and entertainment for guests ©© Provide maps ©© Support in emergency situations PORTER CONCIERGE KEY RESPONSIBILITIES KEY RESPONSIBILITIES ACCOMMODATION CONTENTS
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    8 QUEENSLAND TOURISMINDUSTRY COUNCIL ACCOMMODATION GUEST SERVICE AGENT Provides outstanding guest experiences from the point of reservation to departure by demonstrating commitment to service excellence and ensuring guest satisfaction. OVERVIEW ©© Greet guests ©© Answer telephone professionally and direct calls ©© Anticipate guest needs ©© Local knowledge of the area ©© Maintain guest privacy and confidentiality ©© Handle complaints ©© Pass on guest messages ©© Make reservations ©© Sell rooms ©© Liaise with Food and Beverage personnel ©© Coordinate luggage handling and storage ©© Ensure staff can effectively handle reservations ©© Process payments and generate invoices ©© Inspect common areas and ensure guest rooms are presented at the highest standard ©© Possess local knowledge of the area KEY RESPONSIBILITIES RELATED ROLES `` Receptionist `` Booking Agent `` Night Auditor `` Documentation Clerk `` Office Assistant `` Sales Consultant `` Cruise Consultant `` Reservation Sales Agent `` Travel Consultant `` Visitor Information Officer `` Tour Guide `` Museum Guide CONTENTS
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    9TOURISM & HOSPITALITYCAREER GUIDE Delivers exceptional guest service through high cleaning standards, while controlling costs and adhering to the housekeeping model. OVERVIEW ©© Assist with controlling costs through the responsible use of all operating supplies, replacements and consumables ©© Guarantee a high standard of cleanliness in the room ©© Ensure a productive and professional relationship with colleagues and managers ©© Create guest satisfaction ©© Replenish trolley/pantry stock ©© Responsible use of the room master key ©© Understand, comply and enforce health and safety policies and procedures and Workplace Health & Safety Laws within the workplace KEY RESPONSIBILITIES HOUSEKEEPER ACCOMMODATION Join the award-winning team at Brisbane’s Emporium Hotel. Work with the leaders in luxury boutique service. Emporium Hotel has a variety of casual, part-time and full-time positions available. Emporium Hotels 1000 Ann Street, Fortitude Valley QLD hr@emporiumhotels.com.au CONTENTS
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    10 QUEENSLAND TOURISMINDUSTRY COUNCIL CAREER PROGRESSION   ACCOMMODATION ACCOMMODATION Matt Young VICE PRESIDENT OF OPERATIONS - ACCOR HOSPITALITY Matt was drawn to hospitality at an early age and he knew that hospitality was where he wanted to focus his career. In his current role as Vice President for Accor Hospitality, he enjoys the diversity in markets and projects including new openings, rebranding and refurbishments. When talking about the future of the industry, Matt believes digital and technological advancements are going to change the way we work: “This will certainly change the way we structure our businesses and the talent we need to attract in our employees.” To those considering a job in hospitality, Matt wants to say that this industry is a lifestyle that can be extremely rewarding: “Your dedication and commitment will be rewarded and the journey is incredible.” Housekeeper Front Office Agent Porter Concierge Housekeeping Supervisor Front Office Supervisor Department Manager General Manager Accommodation Owner CONTENTS
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    11TOURISM & HOSPITALITYCAREER GUIDECONTENTS
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    12 QUEENSLAND TOURISMINDUSTRY COUNCIL FOOD&BEVERAGE ĥĥ CHEF ĥĥ COOK ĥĥ BAKER ĥĥ BAR ATTENDANT ĥĥ BARISTA ĥĥ WAIT STAFF CONTENTS
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    13TOURISM & HOSPITALITYCAREER GUIDE ©© Prepare and present timely meals of a high quality and standard portion size ©© Supervise and delegate roles among kitchen team members ©© Write back of house rosters and plan shifts around labour costs ©© Maintain stock control through recording and monitoring wastage ©© Order food, kitchen supplies and equipment ©© Devise new menus and recipes ©© Consult with the Food & Beverage Manager ©© Enforce strict hygiene regulations ©© Recruit and train staff Fine Dining/Gourmet Chef `` This chef is highly skilled in delicacies or foreign dishes. They excel in specialty dishes and are often trained overseas. Sauté Chef (Saucier) `` Often regarded as the most prestigious station in the kitchen, this chef is responsible for making sauces and other dishes, such as meat, that are cooked in a sauce. Pantry Chef (Garde Manger) `` Specialises in cold foods, including salads, pâtés, canapés, cold sauces and dressings such as vinaigrettes, chutneys and relishes. Vegetable Chef (Entremettier) `` Responsible for preparing vegetables, soups, starches and eggs. Pastry Chef (Pâtissier) `` In charge of making pastries and desserts. Also responsible for preparing the dessert menu and ordering the equipment and food for this department. Roast Chef (Rotisseur) `` Prepares any roasted or braised meats on the menu, including steak, veal or lamb. CHEF Plans and organises the preparation and cooking of food. KEY RESPONSIBILITIES SPECIALISATIONS OVERVIEW FOOD & BEVERAGE CONTENTS
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    14 QUEENSLAND TOURISMINDUSTRY COUNCIL COOK Prepares and cooks food. They can work in many different types of businesses including hotels, motels, cruise ships, restaurants and cafes. OVERVIEW ©© Food preparation and cooking duties ©© Cleaning and organising kitchen areas ©© Assisting the chef in cooking, baking, butchering and presenting the food ©© Ensure all menu items are available throughout the trading day ©© Aid in the training of kitchen attendants, junior apprentice chefs or school students ©© Produce food to recipe portions and presentation ©© Assist the chef with stocktake ©© Prepare, replenish and rotate stock ©© Correctly store food ©© Maintain and clean kitchen equipment ©© Regulate temperatures on ovens, grills, and perishable fridges ©© Cook using a range of methods (baking, broiling, frying, roasting, steaming) ©© Cater to guests’ dietary requirements KEY RESPONSIBILITIES Designs and prepares bread, cakes, biscuits and other pastry goods. OVERVIEW ©© Clean and check the equipment ©© Check quality of raw materials and weigh ingredients ©© Kneading, maturing, cutting, moulding, mixing and shaping dough and pastry goods ©© Preparing pastry fillings ©© Glaze or decorate cakes and pastries with icing or cream ©© Developing and designing new products ©© Monitoring oven temperatures and product appearance ©© Order supplies ©© Operate slicing and wrapping machines ©© Serve customers KEY RESPONSIBILITIES BAKER FOOD & BEVERAGE CONTENTS
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    15TOURISM & HOSPITALITYCAREER GUIDE FOOD & BEVERAGE Matt Golinski QUEENSLAND CELEBRITY CHEF After completing high school, Matt undertook a four-year apprenticeship and went on to become Head Chef for various Australian and international restaurants and travelled the world while working his craft. Nowadays Matt spends much of his time teaching, promoting his mantra of eating locally and supporting local farmers. “To produce the best food you need the best ingredients, so you need to form relationships with producers directly and get the food direct from the farm as fresh as possible.” What he enjoys most about his work is that it’s never‑ending learning and he gets to express his creativity with food. “If you want to grow and achieve success in the food industry, then do your research, find the best restaurants, approach them and ask to work there. Get your foot in the door, show some initiative and enthusiasm as that’s often the thing that will get you noticed. Continue to train yourself, don’t rely on people to train you. Learn as much as you can all the time. Never stop learning. I wish you a happy and rewarding career making your mark in the hospitality industry.” CAREER PROGRESSION   KITCHEN Kitchenhand Cook/Baker Commis Chef Demi Chef Chef De Partie Sous Chef Executive Chef Restaurant Manager Specialisations RELATED ROLES KITCHEN `` Food Service Manager `` Kitchen Manager `` Restaurateur `` Caterer `` Catering Assistant `` Breakfast Cook `` Fast Food Cook `` Takeaway Cook `` Kitchen Hand CONTENTS
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    16 QUEENSLAND TOURISMINDUSTRY COUNCIL BAR ATTENDANT Prepares and mixes drinks for customers in licensed venues. OVERVIEW ©© Serve alcoholic and non-alcoholic drinks, this includes drawing beer or soft drink from the tap, or opening bottles ©© Mix ingredients to make cocktails and slice fruit to garnish drinks ©© Prepare and serve a variety of coffees ©© Take payment, operate cash registers and give change ©© Collect glasses from tables and place them in glass-washing machines ©© Wipe down tables and clean bar service area ©© Arrange bottles and glasses on shelves ©© Assist in the cellar and stock control ©© Maintain workplace hygiene, occupational health and safety, and security procedures ©© Hold a Responsible Service of Alcohol certificate KEY RESPONSIBILITIES Prepares and serves espresso coffee and other hot beverages to patrons in restaurants, cafes, coffee shops and dining establishments, using commercial espresso machines. OVERVIEW ©© Prepare and serve a variety of coffees such as lattes, cappuccinos and other espresso-based beverages ©© Serve food items, such as pastries or sandwiches ©© Clean and maintain coffee-making areas and espresso machines ©© Select and grind coffee beans ©© Collect payment, operate cash registers and give change ©© Assist in stock control ©© Maintain workplace hygiene, and follow occupational health and safety procedures KEY RESPONSIBILITIES BARISTA FOOD & BEVERAGE CONTENTS
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    17TOURISM & HOSPITALITYCAREER GUIDE WAIT STAFF Serves food and drinks to guests in hotels, restaurants, clubs and similar establishments (also known as Food and Beverage attendants). OVERVIEW ©© Take reservations and prepare seating ©© Set tables with clean linen or place mats, cutlery, crockery and glasses ©© Welcome and seat customers, present menus to guests ©© Talk to guests about the menu and drinks, recommending combinations or specials ©© Promote local produce and attractions to visitors from interstate and overseas ©© Take customers’ orders, process orders and liaise with kitchen staff or bar attendants ©© Serve food and drinks ©© Carve meat ©© Generate bills and present them to customers ©© Handle money or credit cards ©© Clear tables and return dishes and cutlery to kitchens KEY RESPONSIBILITIES FOOD & BEVERAGE Sommelier `` Sommeliers, also referred to as wine stewards, are specialists in wine and specialise in the correct service of wine. They have a key role in restaurants and can greatly enhance a restaurant’s operation and reputation. Sommeliers are expected to have a considerable depth of knowledge of wines, Australian wines in particular, as well as French and other international wine products. In addition, they should have knowledge of other beverages and food. Mixologist `` Mixologists are bar specialists who know about modern bar products, techniques and cocktail recipes. Some consider mixology an art form, since they can create a range of new alcoholic beverages. Mixologists maintain thorough product knowledge of the menu and premium beverage products to facilitate up-selling and provide a high level of customer service. SPECIALISATIONS RELATED ROLES FRONT OF HOUSE `` Glass Runner `` Food Runner `` Maître d' `` Restaurant Cashier `` Catering Assistant `` Espresso Machine Operator `` Function Host CONTENTS
  • 24.
    18 QUEENSLAND TOURISMINDUSTRY COUNCIL FOOD & BEVERAGE David Rolfe FOOD AND BEVERAGE MANAGER NEXT HOTEL (SILVER NEEDLE HOSPITALITY GROUP) David has been immersed within the hospitality industry for 17 years, working with hotels and casinos in 11 different countries. For David, hospitality is about interaction. “We interact with so many different people – we pick up, we learn, we look at mistakes. It’s about being attentive to the people who are around us but without being intrusive.” David’s advice to those considering a career in hospitality is to experience different establishments before making a decision if this industry is for you. “You may find that you come to a hotel, a 5-star property such as Next Hotel, and it’s just not the type of environment you’re looking for. But you may find that the local cafe down the road is exactly the type of role you’re after. Step in, don’t be afraid to have a go and you will find your niche.” Food RunnerGlass Runner Wait StaffBar AttendantBarista Maître d' Head Waiter/ressSenior Bar AttendantHead Barista Floor Supervisor F&B Supervisor Specialisations F&B Manager Restaurant Manager CAREER PROGRESSION   FRONT OF HOUSE CONTENTS
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    19TOURISM & HOSPITALITYCAREER GUIDECONTENTS
  • 26.
    20 QUEENSLAND TOURISMINDUSTRY COUNCIL EVENTS& ENTERTAINMENT ĥĥ EVENT COORDINATOR ĥĥ VENUE COORDINATOR ĥĥ AUDIO TECHNICIAN ĥĥ LIGHTING TECHNICIAN ĥĥ STAGE MANAGEMENT TECHNICIAN ĥĥ PUBLIC RELATIONS OFFICER ĥĥ CATERER ĥĥ ENTERTAINER ĥĥ GAMING WORKER CONTENTS
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    21TOURISM & HOSPITALITYCAREER GUIDE ©© Talk with clients about events and offer suggestions to ensure their requests can be met ©© Negotiate the type and costs of services to be provided, in line with the event budget ©© Organise the venue and ensure that it is appropriately set up, with regard to seating and decor ©© Consult with management to ensure adequate staff members are rostered for duty, and with catering staff to plan the menu ©© Coordinate staff, allocate tasks and ensure the program of events occur on time ©© Find solutions to any problems that arise concerning services or programs provided ©© Collaborate with service providers ©© Follow up with clients to arrange payment and, after the event, to evaluate the service provided ©© Work with associated event support officers to coordinate marketing and promotional activities ©© Potentially seek sponsorship or in-kind services and products for scheduled events ©© Develop and manage event budget, research costs and ensure services and products associated with event are delivered within budget allocation ©© Collect and analyse data on projects undertaken, and report on project outcomes EVENT COORDINATOR KEY RESPONSIBILITIES OVERVIEW EVENTS & ENTERTAINMENT Plans and organises special events, such as parties, weddings, conferences and conventions. CONTENTS
  • 28.
    22 QUEENSLAND TOURISMINDUSTRY COUNCIL Operates technological equipment and services, such as audio visual (AV) and music, during an event or production. OVERVIEW Responsible for managing a venue, including managing vendors, room layouts, catering needs, and financial management. OVERVIEW ©© Discuss the production’s sound needs with sound designer ©© Identify places in the script where any sound effects, music and changes in sound level are needed ©© Pre-record any sound effects and music to be used ©© Choose suitable equipment ©© Set up venue to ensure equipment is working properly ©© Provide necessary electrical and sound equipment when needed ©© Complete sound checks before a performance ©© Operate the sound desk during shows ©© Look after and repair equipment ©© Unload, set up, dismantle and load equipment ©© Ensure the venue staff are aware of the event plan ©© Guarantee that all the steps are executed according to the planning ©© Coordinate catering and ensure service runs on time ©© Organise venue layout to suit client’s needs ©© Receive and report feedback from clients and actively make efforts to address any issues, seeking to identify continuous improvement wherever possible AUDIO TECHNICIAN KEY RESPONSIBILITIES KEY RESPONSIBILITIES EVENTS & ENTERTAINMENT VENUE COORDINATOR RELATED ROLES `` Conference Coordinator `` Civil Celebrant `` Marketing Officer `` Functions and Reservations Manager `` Events Assistant `` Caterer CONTENTS
  • 29.
    23TOURISM & HOSPITALITYCAREER GUIDE Sets up stages and controls lighting for venues, video, television or film production. OVERVIEW Work with the production staff to plan and design the stage. OVERVIEW ©© Interpreting a lighting designer’s plan ©© Planning where to run cables and place lights ©© Helping to rig up the lighting equipment ©© Making sure that lighting equipment and generators are working ©© Programming consoles and loading automated colour change systems ©© Taking cues from the stage manager or floor manager ©© Operating manual and computer- controlled lighting systems ©© Dismantling and packing away equipment ©© Organise rehearsals ©© Work with staff to plan wardrobe, set, scene changes, sound, and lighting ©© Keep the ‘prompt copy’ of the script, which notes the performer’s position on stage, script changes, and the props, lighting and sounding ©© Liaise with theatre managers and front-of-house staff ©© Supervise the ‘entry and exit’ - the times when sets and equipment are set up before the show and taken down afterwards ©© Give cues to performers and technical crew ©© Work with the production staff to plan and design the stage ©© Manage and organise props LIGHTING TECHNICIAN STAGE MANAGEMENT TECHNICIAN KEY RESPONSIBILITIES KEY RESPONSIBILITIES EVENTS & ENTERTAINMENT CONTENTS
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    24 QUEENSLAND TOURISMINDUSTRY COUNCIL Plans, develops, executes and evaluates information and communication strategies that present an organisation to the public, clients and other stakeholders. OVERVIEW Organise and control the food operations at events and other establishments. OVERVIEW ©© Organise and manage communication and publicity for events, exhibitions, conferences, product launches, organisations and brands ©© Plan, develop and manage brand identity, including risk assessments and implement crisis management plans to ensure that the reputation is maintained ©© Monitor public opinion and media coverage of organisation and assess potential issues ©© Provide communication support for organisational issues and crisis management ©© Prepare public relations programs, including the preparation of budgets ©© Respond to enquiries from the public, media and other organisations ©© Coordinate media conferences attended by journalists ©© Arrange interviews with journalists, prepare and distribute media releases, and liaise with and make statements to the media ©© Write communication collateral including media releases, key messages, Q&As, speeches, presentations, reports and brochures ©© Oversee production of visual, audio and electronic material, including managing websites ©© Conduct internal communication courses, workshops and media training ©© Discuss catering arrangements with clients ©© Talk with the chef to plan the menu ©© Supervise the purchase and storage of food ©© Plan, coordinate and supervise the activities of workers in dining rooms, kitchens, bars and other areas ©© Make sure that the dining rooms, kitchen, storage facilities and other work areas are kept clean and conform to health regulations ©© Ensure there is adequate security for food and equipment ©© Keep records of payments and expenses ©© Attend to complaints concerning food and service KEY RESPONSIBILITIES KEY RESPONSIBILITIES EVENTS & ENTERTAINMENT PUBLIC RELATIONS OFFICER CATERER RELATED ROLES `` Account Officer `` Marketing Officer `` Digital or Production Officer `` Client Relationship Officer RELATED ROLES `` Chef `` Cook `` Bar Attendant `` Wait Staff `` Barista CONTENTS
  • 31.
    25TOURISM & HOSPITALITYCAREER GUIDE Captivate, amuse or thrill an audience with dramatic, musical and other performances. They may perform a variety of tasks depending on their area of expertise. OVERVIEW SPECIALISATIONS ENTERTAINER ©© Singer ©© Musician ©© Comedian©© Dancer EVENTS & ENTERTAINMENT NEXT LEVEL VENUE NEXT LEVEL CAREERS Brisbane’s employer of choice. Unrivalled experience – over 18,000 events hosted over 21 years. Award winning team - voted ‘Worldwide Convention Team of the Year’. Outstanding career choices – access to unique career opportunities. Well connected – BCEC working to connect students with jobs. Grow your career – on the job learning, access to Centre’s RTO programs. Career development – fostering employment and education opportunities. Let’s talk. Call 07 3308 3060, email humanresources@bcec.com.au or visit bcec.com.au Owned by South Bank Corporation. Proudly managed by AEG Ogden. CONTENTS
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    26 QUEENSLAND TOURISMINDUSTRY COUNCIL EVENTS & ENTERTAINMENT Samantha Thompson BUSINESS DEVELOPMENT MANAGER (BUSINESS EVENTS) GOLD COAST TOURISM CORPORATION The tourism industry is something Samantha has been involved with since the age of 14. She has worked in other industries, but she found her true love when she began her career in the MICE (meetings, incentives, conferences and events) sector, working for Gold Cost Tourism Corporation (GCTC). After she gained as much industry experience as she could, she established relationships with representatives of GCTC and made her intentions clear that she wanted to become part of the GCTC team. She waited patiently and then the right job came up at the right time. “I am thankful every day for where I am now. I love business development and teamed with tourism it makes for a very interesting and fun role. This is my dream job!” Samantha’s message to everyone considering a career in tourism is: “If you genuinely enjoy learning about travelling and connecting with people, in a fast-paced, fun and energetic environment, come and join us!” CAREER PROGRESSION   EVENTS Catering AssistantEvent Assistant CatererProduction Staff Public RelationsVenue CoordinatorEvent Coordinator Team Supervisor Section Manager CONTENTS
  • 33.
    27TOURISM & HOSPITALITYCAREER GUIDE Provides gaming services in casinos, hotels and other gambling establishments. OVERVIEW GAMING WORKER ©© Monitor cash given to cashiers and transactions of gaming tokens (also called chips) ©© Look for possible incidents and settle disputes arising at gaming tables ©© Deal games in accordance with casino rules, policies and procedures ©© Advise patrons about the rules and etiquette of games ©© Check gaming equipment and make sure it is in good working condition ©© Report any missing or damaged equipment KEY RESPONSIBILITIES RELATED ROLES `` Croupier `` Gaming Inspector `` Gaming Machine Technician `` Games Dealer `` Casino Manager EVENTS & ENTERTAINMENT Floor Supervisor Director of Operations Croupier Gaming Machine Technician Table Games Dealer Gaming Manager CAREER PROGRESSION   GAMING CONTENTS
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    28 QUEENSLAND TOURISMINDUSTRY COUNCIL TOURISM SPECIALISATION ĥĥ ECOTOURISM ĥĥ MARINE TOURISM ĥĥ AGRITOURISM ĥĥ CULTURAL TOURISM CONTENTS
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    29TOURISM & HOSPITALITYCAREER GUIDE TOURISM SPECIALISATION ECOTOURISM Ecotourism aims to preserve the integrity of the destination. Its focus is on conserving the local environment and historical heritage, while supporting the culture and encouraging people to look after the natural resources that attract them to the region. Many tourists are looking to travel to pristine and aesthetically pleasing locations to experience something new and beautiful. Unfortunately, it is usually these environments that are the most fragile and susceptible to outside influences and impacts. To ensure these amazing regions are preserved for the future, travellers must do their part in their protection. Ecotourism operations promote sustainable travel that benefits local communities, culture, and heritage and minimise impacts on the environment. It focuses on educating tourists on travelling green. Providing accommodation that restricts mass tourism in sensitive environments ensures that the natural regeneration rate of the environmental asset is not compromised and ensures the longevity of the resource. WHAT IS ECOTOURISM? Ecotourism is ecologically sustainable tourism with a primary focus on experiencing natural areas that fosters environmental and cultural understanding, appreciation and conservation. Source: Ecotourism Australia Join us and help protect Queensland’s national parks. For more information npsr.qld.gov.au/about/ employment/become-a-ranger Become a Park Ranger Ad69AdAdA2.PhotootoMa:Ma:MximeCoqrduard@QdGldGovtovto Rangers share Queensland’s national parks with visitors from around the world. They manage fires, weeds and feral animals, build and maintain tracks, boardwalks and camping areas. Queensland Parks and Wildlife Service is responsible for conserving, presenting and sharing all of Queensland’s national parks. ECOTOURISM CONTENTS
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    30 QUEENSLAND TOURISMINDUSTRY COUNCIL Amanda Jennings GENERAL MANAGER - CAPRICORN CAVES Amanda Jennings, winner of the Australian Regional Tourism Network Young Achiever (2009), started her career as a café kitchen assistant and front counter service attendant when she was at High School. Within six years, Amanda became the General Manager of Capricorn Caves, one of the most popular tourist attractions in Central Queensland (Gold winner of the Tourist Attraction category at the 2015 Queensland Tourism Awards). Amanda’s message to those considering a career in tourism is: “It is not an easy industry but it is very rewarding!” She encourages others to work hard and find their passion! Agritourism ©© Agriculture generates more than $13.7 billion per annum for the Queensland economy. ©© Almost 144 million hectares (83 per cent) of the land in Queensland is used for agriculture. Source: Department of Agriculture, Fisheries and Forestry Marine Tourism ©© Queensland’s coastal waters total around 121,994 square kilometres. ©© It is estimated that 87% of Queensland’s population live within 50km of the ocean. ©© Australia’s marine-based industries contributed more than $42 billion to the national economy in 2009-10. ©© Marine tourism is a large industry in Queensland which provides many jobs and opportunities. The marine tourism industry involves tourism operators, small local businesses, marine researchers and associated industry suppliers. Sources: Geoscience Australia, Australian Bureau of Statistics, Australian Institute of Marine Science. FUN FACTS TOURISM SPECIALISATION Ecotourism ©© Queensland is one of the most naturally diverse places in the world, with a rich cultural heritage. ©© Queensland is home to five of Australia’s 19 World Heritage Areas and more than 1,300 national parks, marine parks, state forests and other protected areas. ©© Nature-based and ecotourism is one of the state’s major tourism sectors. ©© Visitors who include a national park as part of their itinerary spend a total of $4.4 billion in Queensland, of which $749 million is spent exclusively in national parks. Source: Ecotourism Australia and Department of National Parks, Sport and Racing. DID YOU KNOW? CONTENTS
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    31TOURISM & HOSPITALITYCAREER GUIDE MARINE TOURISM AGRITOURISM WHAT IS MARINE TOURISM? WHAT IS AGRITOURISM? Marine tourism occurs on, under, over, and around the ocean. This includes areas such as beaches, estuaries, reefs, deep ocean, and airspace over water. Recreational activities related to marine tourism can include stand- up paddleboarding, yachting, cruising, windsurfing, wildlife watching, professional/amateur diving, boat touringandfishing. Agritourism involves tourism experiences that are agriculturallybased.Thisincludesfarmoroutbackstation experiences, vineyards, and fruit picking. Agritourism helps rural areas boost their income opportunities and provides a chance to showcase the quality regional food, wine and agricultural lifestyles. The food and wine industry of agritourism is popular, where tourists can witness a ‘paddock to plate’ experience with authentic regional produce. TOURISM SPECIALISATION CONTENTS
  • 38.
    32 QUEENSLAND TOURISMINDUSTRY COUNCIL QTIC INDIGENOUS TOURISM CHAMPIONS NETWORK TOURISM SPECIALISATION CULTURAL TOURISM There are a large variety of Indigenous tourism experiences that tourists can partake in, such as: ©© Traditional Aboriginal food, or ‘Bush Tucker’, including nuts, seeds and fruits, and wild game such as emu, kangaroo and fish ©© Experience Aboriginal Art including rock art, bark painting, etchings and dot artwork ©© Watch traditional performances ©© Learn about traditional hunting methods, like the boomerang or spear ©© Listen to dreamtime stories ©© Hear the didgeridoo played WHAT IS CULTURAL TOURISM? Cultural tourism is concerned with a country’s culture which includes lifestyle, history, art and architecture. Australia’s Indigenous culture is one of the world’s most ancient living cultures and is an important part of the nation’s tourism experience. Indigenous Australian culture is a key international tourism driver, aiming to increase awareness and participation in experiences. `` The QTIC Tourism Indigenous Employment Champions Network, supported by The Star Entertainment Group, aims to support tourism employers to engage and manage Indigenous employees. The project is the first of its kind in Queensland and aims to increase operators’ awareness of how to encourage and maintain increased participation of Indigenous Australians within the mainstream tourism industry. `` The Network is a group of tourism operators that have exhibited best practice in the recruitment and retention of Indigenous employment. Together with the Champions, QTIC has developed a range of resources for tourism operators, presented at numerous industry conferences, facilitated industry forums, provided tourism industry career path information to Indigenous students and job seekers, and identified Indigenous employment placements within the industry. `` QTIC is continually expanding the Network and is actively seeking businesses and support agencies who would like to join us in pro-actively supporting the employment of Indigenous people within the mainstream tourism industry. Please contact the QTIC Business Development team on (07) 3236 1445 or email champions@qtic.com.au. FACTSABOUTINDIGENOUS TOURISM IN AUSTRALIA `` Aboriginal tourism experiences are worth $6.4 billion to the Australian economy annually. `` Approximately 14% of visitors to Australia participate in an Aboriginal cultural experience during their visit. `` Visitors from UK, North America and Europe are most likely to participate in an Indigenous experience. `` QTIC operates a number of programs and projects in partnership with industry to promote and increase Indigenous representation within the tourism workforce. CONTENTS
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    33TOURISM & HOSPITALITYCAREER GUIDECONTENTS
  • 40.
    34 QUEENSLAND TOURISMINDUSTRY COUNCIL ATTRACTIONS &ADVENTURE ĥĥ TOUR GUIDE ĥĥ TOUR OPERATOR ĥĥ MUSEUM GUIDE ĥĥ ADVENTURE ACTIVITIES INSTRUCTOR ĥĥ GUEST SERVICE ATTENDANT ĥĥ RIDE OPERATOR ĥĥ WILDLIFE EDUCATION OFFICER ĥĥ WILDLIFE ATTENDANT CONTENTS
  • 41.
    ATTRACTIONS & ADVENTURE TOURGUIDE Accompanies visitors and tourists on tours, providing information on the history, attractions, environment, culture, places of interest and other knowledge relevant to tourists and travellers. OVERVIEW ©© Organise transport where required, ensuring tourists are collected and dropped off on time at the correct location ©© Meet visitors and make introductions, ensuring guests attend the correct tour ©© Lead tour groups and potentially drive coaches ©© Advise tourists of local places of interest ©© Prepare and present tour commentaries on suitable sites, attractions or monuments ©© Maintain contact with transportation companies ©© Coordinate tour activities such as visits to local attractions, restaurants or shops, train rides, cruises, extended tours, white water rafting, bushwalking and mountaineering ©© Research local area, ensuring knowledge is always current ©© Attend to operational problems such as booking errors and amendments, lost luggage or illness ©© Provide first aid if needed ©© Maintain written reports of daily activities and carry out other administrative work KEY RESPONSIBILITIES RELATED ROLES `` Sea Kayaking Guide `` Bushwalking Guide `` Raft Guide `` Cave Guide `` Cycle Tour Guide `` Mountain Bike Guide `` 4WD Guide CONTENTS 35TOURISM & HOSPITALITY CAREER GUIDE
  • 42.
    36 QUEENSLAND TOURISMINDUSTRY COUNCIL TOUR OPERATOR Responsible for designing, organising, preparing, and hosting tours and packages for visitors. OVERVIEW ©© Liaise with coach operators, airlines, hoteliers and other industry suppliers and representatives ©© Produce brochures and internet- based information, including social media and website management, to inform potential visitors about tours and packages on offer ©© Provide pricing information ©© Reply to visitor enquiries and visitor feedback ©© Manage bookings, invoicing and issuing of tickets ©© Confirm visitor names and booking details to ensure they receive correct tour information KEY RESPONSIBILITIES RELATED ROLES `` Walking Tour Guide `` Tourist Information Officer `` Interpreter `` Airline Passenger Officer Responsible for greeting and attending to enquiries from museum visitors, and ensuring the safety and protection of the exhibits. OVERVIEW ©© Conduct tours of museums or galleries ©© Answer enquiries ©© Direct visitors to specific exhibits ©© Provide information on exhibits ©© Control access to exhibits for visitors ©© Ensure all visitors have left the venue at closing time ©© Prevent unauthorised entry ©© Inspect membership cards, admission passes and tickets ©© Patrol museum or gallery to ensure security KEY RESPONSIBILITIES MUSEUM GUIDE ATTRACTIONS & ADVENTURE CONTENTS
  • 43.
    37TOURISM & HOSPITALITYCAREER GUIDE Guides and instructs individuals and groups undertaking adventure based activities. These may include abseiling, bike touring, diving, hiking, kayaking, rafting, rock climbing, surfing or other adventure activities. OVERVIEW ©© Plan and prepare activities to suit the needs, abilities and experience of each individual or group ©© Create skills development and training programs ©© Critique technique, apply a variety of appropriate instructional strategies and assess participant’s skill acquisition at the end of a program or session ©© Provide advice on safety procedures and risk-avoidance measures ©© Advise on matters such as equipment selection and appropriateness of particular destinations or activities ©© Check weather conditions before starting sessions, assessing hazards and managing risks ©© Respond to emergencies during outdoor recreation activities by providing first aid assistance and organising means of evacuation ©© Conduct assessments to decide on skill level of a participant KEY RESPONSIBILITIES ADVENTURE ACTIVITIES INSTRUCTOR ATTRACTIONS & ADVENTURE RELATED ROLES `` Climbing Instructor `` Surfing Instructor `` Sailing Instructor CONTENTS
  • 44.
    ATTRACTIONS & ADVENTURE JohnSharpe CO-OWNER - RIVERLIFE John chose to be in the tourism industryin the early2000s when developing the Story Bridge Adventure Climb project. “I thought it was something exciting to do and we could develop new concepts and new adventures, based around Brisbane and the Brisbane River.” The thing John enjoys most about working in the tourism industry is meeting people from different countries as well as locals, and experiencing fun adventures with them. John advises people considering a career in tourism to look at what they enjoy. “If you enjoy dealing with customers, being with people, and giving great customer service, then you should definitely pursue a career in tourism. You should do lots of research which means going out travelling and see what other people offer to make sure you would be happy working in tourism.” Area Manager Tour Operator Senior Instructor Senior Guide GuideInstructor Tour Supervisor CAREER PROGRESSION   TOURS CONTENTS38 QUEENSLAND TOURISM INDUSTRY COUNCIL
  • 45.
    Take it tothe next level Study Hospitality andTourism Management Take your career to the next level with James Cook University’s online Bachelor of Business specialising in hospitality and tourism. You can fit study around your lifestyle and get a qualification from an internationally recognised university. Your study will include contemporary marketing, festivals and events management, visitor management and behaviour, international tourism planning and development, and awareness of policy issues including sustainability and technologies in tourism. If you are interested in an international experience, there are opportunities to study part of the course at JCU’s prestigious Singapore Campus. This degree will equip you with the management skills for a successful career in tourism, hospitality and entertainment at local, national and international levels. Apply now 1800 246 446 jcu.edu.au/business CRICOSProviderCode:00117J Picture: 16-storey Sky Trees, part of major new tourism development in Singapore CONTENTS 39TOURISM & HOSPITALITY CAREER GUIDE
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    40 QUEENSLAND TOURISMINDUSTRY COUNCIL Welcomes guests into an amusement park and attends to needs, enquiries and complaints. OVERVIEW ©© Open and close the amusement park ©© Monitor park signage for accuracy and issue corrections as required ©© Sell guests’ tickets and welcome them into the park ©© Provide maps and information on program of events ©© Handle guest complaints including approving refunds ©© Assist with guest complaints on social networking sites, phone, and email ©© Ensure smooth running of daily operations of guest service department ©© Oversee special events or extended trade hours ©© Advise staff of current product and promotional information ©© Execute promotional activities ©© Perform aspects of training and recruitment ©© Conduct technical, customer service and presentation audits KEY RESPONSIBILITIES GUEST SERVICE ATTENDANT ATTRACTIONS & ADVENTURE CONTENTS
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    41TOURISM & HOSPITALITYCAREER GUIDE ATTRACTIONS & ADVENTURE RIDE OPERATOR Responsible for the safe and efficient operation of rides at an amusement park, carnival or fair. OVERVIEW ©© Ensure safe and efficient operation of the ride or attraction ©© Provide excellent service to guests and facilitate a fun experience ©© Help guests get on and off the ride safely ©© Operate equipment according to training and safety procedures ©© Identify hazards and respond appropriately to prevent accidents ©© Work quickly and safely to minimise queue lines ©© Deliver accurate record keeping ©© Report all maintenance and safety issues to the correct personnel ©© Communicate with staff and management regarding improvements ©© Maintain a high standard of professionalism ©© Work among potentially high pressure environments KEY RESPONSIBILITIES Area Manager Senior Ride Operator Senior Guest Service Attendant Guest Service AttendantRide Operator Team Supervisor CAREER PROGRESSION   ATTRACTIONS CONTENTS
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    42 QUEENSLAND TOURISMINDUSTRY COUNCIL WILDLIFE EDUCATION OFFICER Provide information to visitors about the wildlife on display, this may include conservation information or handling of wildlife. OVERVIEW KEY RESPONSIBILITIES ATTRACTIONS & ADVENTURE ©© Enforce guest, visitor and staff safety regulations and procedures ©© Transport animals to education facilities and other venues ©© Assist with breeding programs ©© Prepare veterinary approved diets ©© Observe designated animals daily, checking appearance and health ©© Train staff in procedures, policies, and practices ©© Plan and present education programs ©© Provide guest interaction by roving the park with appropriate animals, answer questions, deliver conservation message, ensure guest and animal safety ©© Participate in public relations and promotional activities ©© Ensure correct operating procedures and policies ©© Competently perform capture and restraint techniques of different animals ©© Train, mentor, and monitor team members to competently perform animal husbandry duties ©© Have a high level of competency and ability interpreting animal behaviour, conditioning animals and extinguishing undesirable behaviours ©© Deliver wildlife talks and presentations to the public and respond to questions from guests CONTENTS
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    43TOURISM & HOSPITALITYCAREER GUIDE WILDLIFE ATTENDANT Provide hands-on coordination and interaction with the wildlife in care, including feeding, cleaning, or treating animals. OVERVIEW ©© Perform basic husbandry – feeding and treating animals, cleaning quarters, transferring animals, maintaining facilities, watching for illness or injury, monitoring breeding ©© Prepare food according to procedure ©© Aid in food preparation and food stocktake ©© Log duties on a daily basis, including daily records and notes of animals and events ©© Maintain animal enclosures and designated areas ©© Observe animals daily to check appearance and health ©© Clean and maintain all tools and equipment to safe working order ©© Enforce safety regulations and procedures ©© Assist with wildlife talks to the public providing relevant and accurate information KEY RESPONSIBILITIES ATTRACTIONS & ADVENTURE Senior Wildlife Officer Senior Wildlife Attendant Wildlife Attendants Wildlife Curator CAREER PROGRESSION   WILDLIFE Wildlife Supervisor Wildlife Education Officer CONTENTS
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    44 QUEENSLAND TOURISMINDUSTRY COUNCIL INFORMATION SERVICES&SALES ĥĥ VISITOR INFORMATION OFFICER ĥĥ TRAVEL CONSULTANT CONTENTS
  • 51.
    45TOURISM & HOSPITALITYCAREER GUIDE ©© Answer questions from tourists, visitors, local residents and other tourism industry colleagues, face-to-face over the counter, by telephone or social media ©© Make suggestions on tours, travel routes, accommodation and local attractions ©© Maintain literature and/or brochure stocks ©© Sell souvenirs and other merchandise ©© Coordinate volunteers or part-time staff ©© Discuss transport, accommodation and tour availability and costs ©© Provide literature and information on local, interstate and international tours and places of interest ©© Arrange bookings and documentation for travel and accommodation, and collect payment ©© Assist travel agents and tour operators in preparing itineraries for tourists ©© Undertake general clerical and office duties ©© Compile statistics on the number and nature of enquiries ©© Be responsible for overall presentation of the information centre VISITOR INFORMATION OFFICERProvides travel, hospitality and accommodation information to tourists, promotes tourism, and assesses tourism opportunities for interesting places. KEY RESPONSIBILITIES OVERVIEW INFORMATION SERVICES & SALES RELATED ROLES `` Airline Passenger Officer `` Guest Service Attendant `` Tour Guide `` Cultural Guide `` Museum Guide `` Receptionist Visitor Information Officer Visitor Information Volunteer Centre Manager CAREER PROGRESSION   VISITOR INFO OFFICER Centre Supervisor CONTENTS
  • 52.
    46 QUEENSLAND TOURISMINDUSTRY COUNCIL ©© Provide literature and information to clients concerning local, interstate and international tours, travel routes, accommodation, local customs, fares, and travel regulations ©© Discuss client requirements and advise on suitable options ©© Plan, prepare and cost itineraries (travel plans) for clients ©© Make travel, accommodation and related bookings ©© Confirm bookings and notify clients of luggage limits and insurance, medical, passport, visa and currency requirements ©© Issue tickets for travel, accommodation vouchers and all relevant documentation ©© Collect payments and maintain records of transactions ©© Assist with changes to travel arrangements and bookings TRAVEL CONSULTANT Provide information, advice and booking services. KEY RESPONSIBILITIES OVERVIEW RELATED ROLES `` Airline Passenger Officer `` Booking Agent `` Guest Service Attendant `` Customer Service Officer `` Reservation Sales Agent `` Tour Operations Consultant `` Receptionist SPECIALISATIONS `` Domestic Travel Consultant `` International Travel Consultant `` Business/CorporateTravel Consultant `` Wholesale Travel Consultant INFORMATION SERVICES & SALES CAREER PROGRESSION   TRAVEL CONSULTANT SeniorTravel Consultants Travel Consultants Team Leader Assistant Store Manager Area Leader Store Manager Regional Manager CONTENTS
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    47TOURISM & HOSPITALITYCAREER GUIDE BEGIN YOUR CAREER IN THE EYE-OPENING WORLD OF TRAVEL! We’re looking for Travel Sales Consultants to join the Flight Centre team across Queensland. A career with Flight Centre is more than just travel - we thrive on exciting adventures, learning new things and delivering outstanding customer experiences every time. It’s about being part of a company we believe in. If you’re a high achiever who’s interested in beginning a career where your love of travel is considered an asset, you could be our newest recruit! We offer a wide range of benefits including exclusive employee discounts, educational trips, global conferences, and opportunities to join one of our teams overseas. We also continually strive to give our people a clear path to achieving their career goals through our comprehensive training and development programs. Join the team that will take you places. APPLY NOW at flightcentre.com.au/careers and watch your career take off! CONTENTS
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    48 QUEENSLAND TOURISMINDUSTRY COUNCIL TRANSPORT& INFRASTRUCTURE ĥĥ PILOT ĥĥ FLIGHT ATTENDANT ĥĥ AIRLINE PASSENGER OFFICER ĥĥ TRAFFIC CONTROLLER ĥĥ GROUND HANDLER ĥĥ DRIVER ĥĥ TRAIN DRIVER ĥĥ TRAIN CREW ĥĥ NETWORK CONTROLLER ĥĥ DECKHAND ĥĥ COXSWAIN ĥĥ CUSTOMS OFFICER ĥĥ ENGINEERING AND MAINTENANCE CONTENTS
  • 55.
    49TOURISM & HOSPITALITYCAREER GUIDE Flies various types of aircraft, including light planes, helicopters or airline aircraft. They can transport passengers, mail and freight within Australia, internationally on scheduled airline and non-scheduled charter services, or provide other aviation services as required. OVERVIEW ©© Prepare flight plans based on weather forecasts and operational information ©© Ensure aircraft is properly loaded for a safe and efficient flight ©© Check fuel and maintenance status, flight controls, instruments and aircraft engines prior to flight ©© Fly aircraft according to established operating and safety procedures under a range of flight conditions, including extreme weather and emergency situations ©© Make sure passengers are correctly informed of emergency procedures and weather conditions, and maintain care of passengers PILOT KEY RESPONSIBILITIES TRANSPORT & INFRASTRUCTURE CAREER PROGRESSION   PILOT Private Licence Recreational Licence Commercial Licence AirTransport Pilot Licence First Officer Captain CONTENTS
  • 56.
    50 QUEENSLAND TOURISMINDUSTRY COUNCIL Provides on-board service to aircraft passengers and ensures the observance of airline safety procedures. OVERVIEW ©© Conduct pre-flight cabin checks, also check boarding passes and direct passengers to seats ©© Advise passengers of safety regulations ©© Distribute reading material, serve meals and drinks ©© Provide first aid treatment and assist sick passengers ©© Prepare for emergency landings and the evacuation of passengers ©© Anticipate and provide for the comfort of passengers needing special attention, including unaccompanied children, parents with infants, people with disability, the elderly and non-English- speaking passengers ©© Take action in the event of decompression, turbulence, mechanical malfunction or unlawful acts by passengers FLIGHT ATTENDANT KEY RESPONSIBILITIES TRANSPORT & INFRASTRUCTURE Cabin Supervisor Flight Attendant Purser CAREER PROGRESSION   FLIGHT ATTENDANT Cabin Manager CONTENTS
  • 57.
    51TOURISM & HOSPITALITYCAREER GUIDE Works at the airport providing customer-related services such as check-in and boarding procedures, providing information and directions, locating lost luggage and assisting passengers who require special attention. OVERVIEW ©© Issue and check tickets and travel documents, check-in passengers for their flight and allocate seats on the aircraft ©© Check baggage size and weight ©© Direct passengers to immigration and/or departure gates, and provide information about customs and immigration procedures ©© Assist with passenger enquiries and complaints ©© Attend to travelling airline staff and crew ©© Provide information about flight arrival and departure times and use the public address (PA) system to make announcements to arriving and departing passengers ©© Guide passengers to luggage areas and assist passengers with lost luggage ©© Help passengers requiring special assistance, such as VIPs, disabled and elderly passengers, parents with infants and unaccompanied minors ©© Ensure security measures are adhered to at all times AIRLINE PASSENGER OFFICER KEY RESPONSIBILITIES TRANSPORT & INFRASTRUCTURE Team Supervisor Airline Passenger Officer Operations Manager CAREER PROGRESSION   AIRLINE PASSENGER OFFICER Area Supervisor CONTENTS
  • 58.
    52 QUEENSLAND TOURISMINDUSTRY COUNCIL Manages the safe and orderly flow of aircraft into, out of and between airports in Australia. They also work with overseas regions adjoining Australian airspace. OVERVIEW ©© Maintain radio contact with pilots to keep aircraft separated in ‘corridors’ of controlled airspace, on air routes and near major airports ©© Use radar to monitor and control aircraft movements ©© Ensure aircraft operate only on prearranged routes and at approved altitudes ©© Provide information and assistance to pilots and emergency services during in-flight emergencies TRAFFIC CONTROLLER KEY RESPONSIBILITIES TRANSPORT & INFRASTRUCTURE FRANKLYN SCHOLAR DEVELOPING WORKFORCE EXPERTISE™ RTO 7134 Franklyn Scholar delivers certificate and diploma qualifications to people passionate about the travel and tourism industry. Find out how a travel and tourism qualification could benefit you. info@franklynscholar.edu.au 1300 848 795 franklynscholar.edu.au Franklyn Scholar (Australia) Pty Ltd (RTO Code: 7134) CONTENTS
  • 59.
    53TOURISM & HOSPITALITYCAREER GUIDE TRANSPORT & INFRASTRUCTURE Performs various jobs to prepare planes for flight. Duties vary between airports and airlines. OVERVIEW ©© Deliver a high standard of customer service ©© Handle baggage and freight ©© In some cases, use material handling equipment such as forklifts, conveyors belts and freight delivery vehicles ©© Ensure customer safety ©© Assist with fuelling planes ©© Keeping the plane clean, both exterior and interior ©© Follow safety and security procedures GROUND HANDLER KEY RESPONSIBILITIES Operations Manager SeniorTraffic Controller Senior Ground Handler Ground HandlerTraffic Controller Area Supervisor CAREER PROGRESSION   AIRPORT OPERATIONS CONTENTS
  • 60.
    54 QUEENSLAND TOURISMINDUSTRY COUNCIL Transports passengers in vehicles (car, taxi, bus, charter) and maintaining high level of customer service by ensuring all operations are timely, professional and safe. OVERVIEW Drives trains along a rail network to transport passengers or freight. OVERVIEW ©© Drive passenger vehicles in a safe and comfortable manner according to road conditions and legislative requirements ©© Perform daily vehicle safety check as per check sheet and Department of Transport requirements ©© Carry out simple emergency maintenance while on tour ©© Maintain security of cash handling at all times, including the complete and correct documentation of collection of payments as per policy and procedures ©© Exhibit professional guiding and presentation standards by greeting passengers in a friendly manner and reporting any complaints or concerns ©© Ensure security of the coach and passenger luggage ©© Brief customers on general safety procedure at the beginning of the journey, and specify safety procedures throughout the tour according to location requirements ©© Ensure all passengers have an understanding of the itinerary in regards to timings, or activities on tours and journeys ©© Answeranyqueriesfromthepassengers ©© Provide timely and appropriate commentary or interpretation to group throughout the day ©© Coordinate group requirements with suppliers, such as accommodation venues, caterers, attractions, and communicating with reservations staff ©© Operate the train’s controls ©© Manage and coordinate train movements ©© Stop at stations to pick up passengers or freight ©© Inspect trains and report defects or adjustments ©© Shunt rolling stock in marshalling yards ©© Provide information to passengers using an on-board communications system ©© Refuel diesel trains and check oil, water and sand, and top up as necessary ©© Observe and obey rail signalling instructions, speed limits and other railway rules, procedures and instructions from the network control centre DRIVER TRAIN DRIVER KEY RESPONSIBILITIES KEY RESPONSIBILITIES TRANSPORT & INFRASTRUCTURE CONTENTS
  • 61.
    55TOURISM & HOSPITALITYCAREER GUIDE Manages customer service on suburban and long- distance passenger trains. OVERVIEW Moves trains across their area of control using computerised and mechanical control systems, and liaise with other employees across the network to ensure trains run to schedule and safety standards are maintained. OVERVIEW ©© Maintain the safety of the train and security of freight ©© Ensure passengers get on and off the train safely, and take action if there is an accident or if a passenger becomes ill ©© Provide on-board customer service to passengers ©© Adhere to train timetables ©© Inspect trains, carry out any adjustments and report major problems ©© Operate mechanical or computerised signal equipment to control the running of trains ©© Liaise with all areas of the rail system to ensure smooth running of trains ©© Use computerised control systems to coordinate the safe crossing of trains and ensure they are on the right path ©© Control when the trains stop and start, ensuring they arrive at their destinations on time ©© Initiate and manage emergency procedures in the event of an incident, and coordinate the train network so that each train within the area remains safe KEY RESPONSIBILITIES KEY RESPONSIBILITIES TRAIN CREW NETWORK CONTROLLER TRANSPORT & INFRASTRUCTURE CONTENTS
  • 62.
    56 QUEENSLAND TOURISMINDUSTRY COUNCIL Undertakes a wide range of fishery and maritime work on land and at sea, including communications, supply, seamanship, hospitality and stores. They may also use equipment such as nets, lines and traps to catch, sort and store fish, crustaceans and molluscs. Deckhand is an entry level position within the coastal shipping industry. OVERVIEW ©© Relay information to crew, other ships and harbour authorities using radio and satellite equipment ©© Provide hospitality services such as table preparation, bar service and cabin care for patrons ©© Sort, clean, process, preserve and package catches ©© Attach runners, weights, buoys, anchors, poles, stakes, wood or metal beams to nets, traps or pots ©© Load, unload and stow supplies and equipment ©© Operate dinghies, dories, winches and other deck equipment KEY RESPONSIBILITIES TRANSPORT & INFRASTRUCTURE DECKHAND Starting a career with us could be the beginning of something amazing for you! Email HR@wyn.com or visit us at www.wyndhamap.com/careers Wyndham Vacation Resorts Asia Pacific is part of Wyndham Worldwide Corporation, one of the world’s largest hospitality companies providing hotels, timeshare resorts, vacation rentals and timeshare exchange. The company employs more than 34,000 staff members worldwide. From our Asia Pacific headquarters on the Gold Coast, Queensland, Australia, and office in Singapore, Wyndham operates two business arms: Wyndham Vacation Resorts Asia Pacific and Wyndham Hotel Group South East Asia and Pacific Rim. Our success starts with our employees and we take great pride in recruiting the very best talent. We are passionate about our employees reaching their full potential, providing world-class career development and training. We provide the journey, you determine the destination. HR11077 CONTENTS
  • 63.
    57TOURISM & HOSPITALITYCAREER GUIDE Manages the operation of small commercial marine vessels, such as fishing boats, ferries, water taxis, jet boats, yachts, catamarans and tourist craft. OVERVIEW ©© Manoeuvre and navigate small vessels ©© Consult weather authorities before planning a voyage ©© Give instructions to the crew ©© Communicate with passengers ©© Update vessel logbooks ©© Assist with mooring and unmooring vessels ©© Monitor condition and seaworthiness of vessels ©© Transmit and receive information by marine radio or telephone ©© Respond to emergency situations ©© Use navigational information and techniques to conduct a safe passage ©© Service propulsion systems, low- voltage electrical systems and auxiliary systems ©© Operate pumping systems, and outboard and inboard diesel engines KEY RESPONSIBILITIES COXSWAIN TRANSPORT & INFRASTRUCTURE Coxswain Deckhand CAREER PROGRESSION   MARINE Skipper Master CONTENTS
  • 64.
    58 QUEENSLAND TOURISMINDUSTRY COUNCIL TRANSPORT & INFRASTRUCTURE Works for the Australian Customs and Border Protection Service in airports or ports, checking people and goods entering Australia for illegal and prohibited substances. They also patrol Australian waters to intercept and deter people smugglers. OVERVIEW ©© Administer and enforce customs and related legislation ©© Assist with custom control of overseas passengers, crew, aircraft, ships, cargo, mail, and bond stores ©© Examine passengers, luggage, cargo, mail and the crews of planes and ships to prevent the illegal entry of prohibited, quarantined or dutiable goods into Australia ©© Assessing and collecting customs duties and taxes calculated at the State’s border ©© Detect prohibited goods in transit ©© Protection of authors, artists, industrial and commercial rights owners against infringement of intellectual property rights, trademark, and patent rights ©© Control foreign currency, including combating money laundering ©© Working against smuggling activity and counteracting customs fraud ©© Responsibly use firearms ©© Make arrests and where necessary, provide evidence in court in the event of illegal activity CUSTOMS OFFICER KEY RESPONSIBILITIES CONTENTS
  • 65.
    59TOURISM & HOSPITALITYCAREER GUIDE RAILWAY INFRASTRUCTURE WORKER Plans, designs and oversees the development, installation, operation and maintenance of machinery. They conduct research to solve practical engineering problems and improve efficiency. MECHANICAL ENGINEER ENGINEERING AND MAINTENANCE TRANSPORT & INFRASTRUCTURE Designs, develops and supervises the manufacture, installation, operation and maintenance of equipment, machines and systems for the generation, distribution, utilisation and control of electric power. Specialisation areas include motors and transformers, metal refining and operations of power plants. Works on the construction, maintenance and operation of railway infrastructure, including tracks, signalling equipment and buildings. They also check, assess and maintain track-laying equipment. Controls the installation, operation and maintenance of machinery and equipment on ships and vessels. Marine engineers work in the engine departments of cargo ships, dredges, offshore supply and drill vessels, floating production storage and offtake facilities, oil tankers, passenger ships and tugs. They need to be familiar with various types of diesel engines, steam plant and gas turbines. Performs and supervises the design, development, manufacture and maintenance work of all types of flight vehicles. This may include military and civilian aeroplanes, helicopters, missiles, launch vehicles, spacecraft, satellites, and control and guidance systems. Installs, maintains and repairs aircraft engines, airframes, airframe systems, electrical, instrument and radio systems, and aircraft structures and surface finishes. ELECTRICAL ENGINEER MARINE ENGINEER AEROSPACE ENGINEER AIRCRAFT MAINTENANCE ENGINEER CONTENTS
  • 66.
    60 QUEENSLAND TOURISMINDUSTRY COUNCIL TOURISM DEVELOPMENT ĥĥ URBAN AND REGIONAL PLANNER ĥĥ DESTINATION MANAGER ĥĥ TOURISM DEVELOPMENT OFFICER ĥĥ INDIGENOUS TOURISM DEVELOPMENT MENTOR ĥĥ WORKFORCE PLANNING MANAGER CONTENTS
  • 67.
    61TOURISM & HOSPITALITYCAREER GUIDE Develop policies and plans for the use of land and resources. They advise on the economic, environmental, social and cultural needs of particular localities or regions as they relate to the built environment and the community. OVERVIEW ©© Compile and analyse data on economic, legal, political, cultural, demographic, sociological, physical and environmental factors affecting land use ©© Confer with government authorities, communities, architects, social scientists, legal professionals, and planning, development and environmental specialists ©© Review and evaluate environmental impact reports ©© Stay updated on changes in building and zoning codes, regulations and other legal issues ©© Devise recommendations on the use and development of land, and present narrative and graphic plans, programs and designs to groups and individuals ©© Advise governments and organisations on urban and regional planning and resource planning Land-Use Planning `` Regulating land use in an efficient and ethical way, thus preventing land use conflicts. Urban Design `` Dealing with the larger scale groups of buildings and public spaces, neighbourhoods, districts and entire cities with the goal of making urban areas functional, attractive and sustainable. Transport and Infrastructure Planning `` Evaluation, assessment, design and siting of transport and infrastructure facilities. Development Assessment `` The evaluation of a proposal for a development within a city, neighbourhood or region. Environmental Protection `` Facilitating decision making to carry out development with due consideration given to the natural environmental, social, political, economic and governance factors and provides a holistic framework to achieve sustainable outcomes. URBAN AND REGIONAL PLANNER KEY RESPONSIBILITIES SPECIALISATIONS TOURISM DEVELOPMENT CONTENTS
  • 68.
    62 QUEENSLAND TOURISMINDUSTRY COUNCIL Develops and promotes tourism in order to attract visitors and generate economic benefits for a particular destination. May work with Destination Management Organisations (DMO), Regional Tourism Organisations (RTOs), or state and local tourism marketing agencies. OVERVIEW ©© Develop and implement tourism management plans ©© Plan new research-based marketing strategies with the aim of increasing visitation ©© Undertake market research, gather data and prepare annual tourism situational analysis ©© Produce tourist information, including artwork, media releases and newsletters ©© Lobby and advocate for the industry ©© Establish and develop relationships with local, state, national and international tour operators, tour agencies, media, industry bodies and government authorities ©© Design, develop and conduct familiarisation tours for media, event planning, tour operators and travel agents ©© Devise and coordinate marketing campaigns ©© Develop e-tourism platforms DESTINATION MANAGER KEY RESPONSIBILITIES TOURISM DEVELOPMENT Working at Tourism and Events Queensland Julie O’Brien Destination and Experience Development Specialist, TEQ teq.queensland.com The tourism industry has thousands of rewarding careers in almost all sectors from hospitality, management, marketing, events, finance, travel, digital and online, media, communications, IT and dozens more – careers that you can take with you around the world. Working with a diverse organisation like TEQ has allowed me to advance my career across a range of positions with the opportunity to undertake further study along the way. My journey in tourism began as a sales cadet with Sunlover Holidays in the late 1980s and has grown into an exciting career where I get to inspire the world to experience Queensland – the best address on Earth. I was particularly honoured to assist in Queensland’s recovery from the intense floods and cyclones to help our operators and industry get back on their feet. More recently I have been focussed on Indigenous tourism, cruise shipping and experience development, adding another layer to my career. It’s definitely exciting to be a part of the Queensland tourism industry. Watching massive cruise ships arrive in port knowing my hard work led to them being there is an amazing feeling. So my journey, like many others at TEQ and in the tourism industry, has been enormously rewarding. With almost 15 years as part of the TEQ team, I feel like it is my second family. Tourism is a fantastic place to take your career. For further information: teq.queensland.com/careers 1839 - 5744 QTIC's - Career's guide_FIN.indd 1 8/06/2016 10:03 AM CONTENTS
  • 69.
    63TOURISM & HOSPITALITYCAREER GUIDE Maintains visitor services, liaises with businesses and public sector, prepares and plans in partnership with local tourism agencies and services. May work with local authorities or public/private destination management organisations. OVERVIEW ©© Undertake research and manage projects ©© Identify and develop tourism products and services ©© Develop promotional material ©© Collect and analyse tourism and market statistics ©© Prepare reports ©© Undertake tourism and marketing promotional activities ©© Prepare tourism strategies, marketing plans and monitor budget ©© Encourage and support tourism development and the industry through networking meetings TOURISM DEVELOPMENT OFFICER KEY RESPONSIBILITIES TOURISM DEVELOPMENT David Morgans DIRECTOR OF DESTINATION AND EXPERIENCE DEVELOPMENT TOURISM AND EVENTS QUEENSLAND Having worked with Tourism and Events Queensland for 18 years across all levels of the public and private sectors, David can see how the industry has matured and expanded. He believes it has become far more strategic, with more planning involved and governments of all levels see the economic importance of tourism. “Over the past decade there has been a bigger role of governments not only in supporting the marketing of destinations but also in the development of the tourism product to deliver on the promise of the marketing.” “Thereisamuchclearerrecognitionthatwearesellingexperiences, not just holidays or travel. It’s about operators making an emotional connection with people and forming that relationship. Focusing on experiences allows us to be far more innovative and tap into the emotions of people.” David’s message to those interested in the career in the industry is: “Tourism has become a much broader industry with much wider range of jobs. You can be involved in the research, planning, product development, promotion, advertising and many more. The opportunities are endless.” CONTENTS
  • 70.
    64 QUEENSLAND TOURISMINDUSTRY COUNCIL Provides support for all Indigenous employees, including assistance with information support services, literacy and numeracy, and guidance on cultural issues to facilitate positive connections with the local community. OVERVIEW Liaises with industrystakeholders to inform and influencethedevelopmentofeducation,training, workforcecapabilitybuildingandskillingsolutionsthat support industryworkforce development. OVERVIEW ©© Offer support and information to Indigenous employees, in regards to cultural issues and available support services ©© Deliver accurate progress reports ©© Assist with recruitment of Indigenous staff ©© Provide assistance and training and facilitate connections with support services ©© Give support and information to employees ©© Promote the industry as a career path to a diverse range of stakeholders, including industry, government, training providers and schools ©© Contribute to the design, analysis and implementation of Tourism and Hospitality Workforce Plan ©© Provide research on current andfuture skills needs and recommend strategies ©© Give strategy and policy advice on Workforce Planning requirements ©© Offer a range of advice relating to apprenticeships, traineeships, Vocational Education and Training (VET) investment priorities, training packages and trade recognition ©© Develop and facilitate the development of training and support programs ©© Implement and manage projects ©© Oversee the development, implementation and monitoring of the workforce planning marketing and communication strategies ©© Monitor financial targets and ensure compliance with contractual obligations and outcomes ©© Manage employee, contract and work experience students as required including recruitment, selection, induction training, performance reviews and ongoing professional development ©© Organise and participate in career expos and career planning events ©© Participate in relevant boards and advisory committees KEY RESPONSIBILITIES KEY RESPONSIBILITIES INDIGENOUS TOURISM DEVELOPMENT MENTOR WORKFORCE PLANNING MANAGER TOURISM DEVELOPMENT CONTENTS
  • 71.
    65TOURISM & HOSPITALITYCAREER GUIDE To apply, create your Candidate Profile today at mantragroup.com.au/careers 125+ properties across Australia, NZ, Indonesia & Hawaii Internal promotion opportunities 5000+ Team Members Access to Team Member benefits Passionate hospitality team 3 strong brand names Peppers, Mantra & BreakFree Discounts within Mantra GroupWhy work for Mantra Group? We know what matters to you. CONTENTS
  • 72.
    66 QUEENSLAND TOURISMINDUSTRY COUNCIL ASSOCIATED OCCUPATIONS ĥĥ HUMAN RESOURCE OFFICER ĥĥ ACCOUNTANT ĥĥ BUSINESS DEVELOPMENT MANAGER ĥĥ PERSONAL ASSISTANT ĥĥ IT SUPPORT TECHNICIAN ĥĥ SOFTWARE DEVELOPER ĥĥ MARKETING ĥĥ PHOTOGRAPHER ĥĥ MULTIMEDIA DEVELOPER ĥĥ GRAPHIC DESIGNER ĥĥ WEB DEVELOPER ĥĥ INDUSTRIAL DESIGNER ĥĥ ARCHITECT ĥĥ SUSTAINABILITY CONSULTANT ĥĥ ENVIRONMENTAL RESEARCHER ĥĥ NATURE CONSERVATION OFFICER ĥĥ LANDSCAPE GARDENER ĥĥ LECTURER ĥĥ VOCATIONAL EDUCATION TRAINER ĥĥ SECURITY OFFICER ĥĥ FIRST AID OFFICER ĥĥ LIFEGUARD CONTENTS
  • 73.
    67TOURISM & HOSPITALITYCAREER GUIDE Provides administrative services for the recruitment and employment of staff. Supports in various human resources functions, for instance, training and development, performance monitoring and employee counselling. OVERVIEW ©© Determine staffing requirements and skills to meet the organisation's objectives ©© Analyse the skills and qualities required for each job role ©© Advertise staff vacancies, assess applications, interview applicants, administer selection tests, prepare reports and make recommendations to management about staff appointments ©© Help execute organisational changes, such as those following from industrial relations legislation, revised job classification structures or technological changes ©© Maintain the personal records of employees on matters such as wages, superannuation, leave and training ©© Assist employees on work matters, career development, personal problems and industrial matters ©© Provide advice and information to management and employees on HR policies and procedures, including equal opportunity, anti- discrimination and occupational health and safety programs ©© Development of specific work arrangements and conditions HUMAN RESOURCE OFFICER KEY RESPONSIBILITIES ASSOCIATED OCCUPATIONS CONTENTS
  • 74.
    68 QUEENSLAND TOURISMINDUSTRY COUNCIL Analyses the financial dealings of organisations and individuals, provides reports and gives advice on associated record-keeping and compliance requirements. OVERVIEW ACCOUNTANT ©© Assist with the formulation of budgetary and accounting policies ©© Prepare financial statements for presentation to boards of directors, management, shareholders and statutory bodies ©© Conduct financial investigations, undertake audits, prepare reports and advise on the purchase and sale of businesses, mergers, financing, suspected fraud, insolvency and taxation ©© Liaise with bankers and brokers to establish funds management arrangements ©© Examine the income and expenditure of institutions ©© Appraise cash flow and financial risk of investment projects ©© Provide assurance about the accuracy of information contained in financial reports and their compliance with statutory requirements ©© Give financial and taxation advice about business structures, plans and operations ©© Advise on the selection and application of computer-based accounting systems KEY RESPONSIBILITIES ASSOCIATED OCCUPATIONS WINNER INTERNATIONAL TRAINING PROVIDER OF THE YEAR AWARD www.australiantrainingawards.gov.au CONTENTS
  • 75.
    69TOURISM & HOSPITALITYCAREER GUIDE Improves an organisation’s market position and achieves financial growth. This role defines long-term organisational strategic goals, builds key customer relationships, identifies business opportunities, negotiates and closes business deals and maintains extensive knowledge of current market conditions. OVERVIEW ©© Identify and develop a company’s unique selling propositions and differentiators using knowledge of the market and competitors ©© Develop and execute business development plan to achieve set performance targets and objectives that will support market and product development ©© Detect and capitalise on business opportunities relating to the core capabilities of the company ©© Analyse, prepare, review and update client service agreements ©© Present business development training and mentoring as required KEY RESPONSIBILITIES BUSINESSDEVELOPMENT MANAGER ASSOCIATED OCCUPATIONS Megan Kadic BUSINESS DEVELOPMENT MANAGER PULLMAN BRISBANE KING GEORGE SQUARE Megan grew up in Northern Queensland, between Port Douglas and Cairns, and her parents owned and managed The Court House Hotel, so she grew up immersed in a hospitality environment. Megan believes that to be successful in tourism and hospitality, it is desirable to be confident in dealing with people, be able to establish relationships with clients and customers, and be skilled at multitasking. Megan’s message to current and future students is: “You are not going to graduate into a management position. You need to work your way through the industry and gain experience. The earlier you start, the quicker you can progress to those senior positions. So start now and get involved in the industry as much as you can!” CONTENTS
  • 76.
    70 QUEENSLAND TOURISMINDUSTRY COUNCIL Provide high-level secretarial and administrative assistance to seniorexecutives and managers.Theywork in high-pressure environments and can be required to provide a diverse range of administrative support. OVERVIEW ©© Keep the CEO/manager (direct report) updated on information acquired ©© Answer calls and liaise with clients ©© Prepare correspondence on behalf of CEO/manager ©© Plan and organise meetings, assist colleagues ©© Organise travel and prepare complex travel itineraries ©© Formulate reports and presentations ©© Track, collate and analyse expenses and receipts for CEO/manager ©© Manage and review filing, office systems and projects ©© Ensure requests for advice or correspondence are provided in a professional and timely manner KEY RESPONSIBILITIES PERSONAL ASSISTANT ASSOCIATED OCCUPATIONS Ensures all telecommunication, network and computing systems are functioning correctly. Train and advise staff on processes, technology and applications. Provide in-house technical expertise to identify and resolve infrastructure and software problems. OVERVIEW ©© Identify the hardware and software needed to provide solutions to problems ©© Assist in the customisation and adaptation of existing programs to meet user’s requirements ©© Download and install appropriate software ©© Connect users to networks and provide initial training in facilities and applications ©© Provide information relating to customer’s hardware and software purchasing decisions ©© Ensure users can use the equipment by providing assistance and self- help instructions IT SUPPORT TECHNICIAN KEY RESPONSIBILITIES CONTENTS
  • 77.
    71TOURISM & HOSPITALITYCAREER GUIDE Defines and maintains software development methods and approaches for software projects. Creates novel software products to support day-to-day business operations. OVERVIEW ©© Research, design and write new software programs ©© Evaluate and maintain effectiveness of existing software and systems ©© Develop existing programs byanalysing and identifying areasformodification ©© Integrate existing software products ©© Create technical specifications and test plans ©© Write systems to control the scheduling of jobs on a mainframe computer or to control the access allowed to users or remote systems ©© Maintain systems by monitoring and correcting software defects ©© Work closely with other staff, such as project managers, graphic artists, UX designers, other developers, systems analysts and sales and marketing professionals ©© Consult with clients and colleagues regarding the maintenance and performance of software systems with a view to writing or modifying current operating systems ©© Investigate new technologies ©© Continually update technical knowledge and skills by attending in-house and external courses, reading manuals and accessing new applications SOFTWARE DEVELOPER KEY RESPONSIBILITIES ASSOCIATED OCCUPATIONS 渀漀 昀愀渀挀礀 愀搀猀Ⰰ 渀漀 攀洀瀀琀礀 瀀爀漀洀椀猀攀猀Ⰰ 渀漀 琀爀椀挀欀猀⸀ CONTENTS
  • 78.
    72 QUEENSLAND TOURISMINDUSTRY COUNCIL Marketing officers promote products, services and events for a company or brand. This can involve marketing existing products, developing new products to cater for consumer demand, or developing markets for new products or services. OVERVIEW ©© Develop plans for advertising, sales promotion, public relations, personal selling and sales management ©© Undertake marketing audit to monitor sales performance ©© Identify and analyse an organisation’s strengths and weaknesses, and respond to opportunities and threats within the marketing environment ©© Make decisions regarding products and services, work on developing new products ©© Develop and implement appropriate strategies by selecting, segmenting and targeting markets and promoting products and services to those markets ©© Manage distribution channels such as shops and wholesalers KEY RESPONSIBILITIES MARKETING ASSOCIATED OCCUPATIONS Linda Tillman MANAGING DIRECTOR OF THE TILMA GROUP Linda has chosen to work in tourism because it’s a fun and leisure-based industry, where many people are always happy. After all, who doesn’t love going on holidays and experiencing new destinations? Before opening her own tourism and events agency, The Tilma Group, she worked for local government, tourism operators, and regional tourism organisations. Running her own business provides plenty of opportunities for Linda to combine all the skills she has learned along the way. Linda enjoys working with regional and rural communities, assisting them to develop tourism and market their destinations and events. She loves seeing these hard-working people succeed and that’s what inspires her to keep going. “I love working with people in rural and regional Australia, they are the real heart and soul of our country!” CONTENTS
  • 79.
    SPECIALISATIONS Market Analyst: `` Collectsdata on consumers, competitors and marketplace to consolidate information into actionable items, reports and presentations in order to support the team during the decision making process. They analyse data, trends, strategies and competition with the aim of increasing competitiveness. Brand Manager: `` Responsible for ensuring that products, services and product lines of the brand resonate with current and potential customers. They monitor marketing trends and keep a close eye on competitive products in the marketplace. Sales Manager: `` Responsible for obtaining profitable results through the sales team by developing the team motivation, counselling, skills and product knowledge. The role manages the sales administration function, operational performance reporting, and streamlining processes and systems. Digital Marketing Officer: `` Develops, analyses and manages online advertising campaigns for specific brands, products and services in line with set objectives and targets. Additionally, creates and manages campaigns, reports and data visualisation while optimising a campaign’s performance to meet Key Performance Indicators and client expectations. Marketing Planning and Research Officer: `` Provides high-level marketing analytics, campaign reporting and market intelligence insights. Develops analytical frameworks, dashboards and reporting processes to support in-house decision making. Advertising Officer: `` Oversees the advertising activity of a business. They are also responsible for forming and directing the business’s advertising strategy, as well as implementing advertising campaigns and supervising various advertising-related departments. ASSOCIATED OCCUPATIONS Linda Munro RTO MANAGER QLD/NT - MCDONALD’S AUSTRALIA LIMITED Linda started her career in the hospitality industry at the age of 15, as a kitchen crew member in the local McDonald's. Little did she know that 25 years later she would be still working for the same company! Linda worked as a managerof several restaurants, as an operations consultant travelling the state working with restaurants and then moved away from operations into the Training Department where she is currently the RTO manager for QLD/NT. “My employer has provided me with all the necessary training and coaching where staff training and development is seen as an investment, not a cost.” “I love that working for McDonald’s, I am always learning and being developed!” CONTENTS 73TOURISM & HOSPITALITY CAREER GUIDE
  • 80.
    74 QUEENSLAND TOURISMINDUSTRY COUNCIL Operates cameras and lighting equipment to create permanent visual images for creative, technical, commercial and documentary purposes. OVERVIEW Generates and manipulates graphic images, animations, sound, text and video into consolidated and seamless multimedia applications. OVERVIEW ©© Understand traditional film and digital photography and keep up to date with industry trends, developments and new techniques ©© Liaise with other professionals, including graphic designers, event coordinators, marketers, writers, gallery managers, picture researchers, commissioning editors and art directors ©© Manage the processing and use of images, discuss technical problems, check for quality and manage client’s concerns ©© Compile finished products and deliver images digitally or hard copy prints ©© Develop expertise with software to digitally enhance images ©© Use an extensive range of technical equipment, including cameras, lenses, lighting and specialist software ©© Work with clients to discuss the images they require and how they want to use them ©© Arrange still life objects, products, scenes, props and backgrounds ©© Work with the designer and other creative specialists to understand the design concept, and advise on how it can be implemented technically within constraints ©© Investigate, analyse and recommend appropriate equipment and software to achieve client objectives ©© Write efficient computer code or script, ensuring that sound, graphics, animations and timings work as intended and make good use of processing and data storage capacity ©© Provide technical support to an application once it is running and making further adaptations, patches or rewrites to the code ©© Research and keep abreast of emerging technologies to deliver the most up-to-date solutions, including learning new programming languages or technologies ©© Collaborate with related graphics, production and engineering experts KEY RESPONSIBILITIES KEY RESPONSIBILITIES PHOTOGRAPHER MULTIMEDIA DEVELOPER ASSOCIATED OCCUPATIONS CONTENTS
  • 81.
    75TOURISM & HOSPITALITYCAREER GUIDE Produces visual communications, including art and layouts of text for print and electronic production in media such as magazines, newspapers, books and websites, as well as image designs for corporate identity programs, exhibitions and advertising. OVERVIEW Designs, creates and produces websites and web pages, using both nontechnical and technical skills to maintain websites using relevant software packages. OVERVIEW ©© Think creatively to produce new ideas and concepts and develop interactive design ©© Present finalised ideas and concepts to clients or account managers ©© Work with a range of media, including Computer Aided Design (CAD) and keep up to date with emerging technologies ©© Demonstrate illustrative skills with rough sketches and work on layouts ready for print ©© Commission work by illustrators and photographers ©© Work as part of a team with printers, copywriters, photographers, stylists, illustrators, other designers, account executives, web developers and marketing specialists ©© Supervise all design production stages including arranging and supervising printing ©© Create detailed website specifications ©© Produce sample page layouts including text size and colours ©© Design graphics, animations and manipulate digital photographs ©© Register web domain names and organise the hosting of the website ©© Coding using a variety of software ©© Meet with relevant legal requirements such as accessibility standards, freedom of information and privacy ©© Work with different content management systems ©© Design the website's visual imagery and ensure it aligns with company branding policy or client requirements ©© Work with other web specialists including web developers and graphic designers ©© Provide post-sales technical support ©© Continue professional development to keep up to date with new software developments KEY RESPONSIBILITIES KEY RESPONSIBILITIES GRAPHIC DESIGNER WEB DEVELOPER ASSOCIATED OCCUPATIONS CONTENTS
  • 82.
    76 QUEENSLAND TOURISMINDUSTRY COUNCIL Creates and produces designs for commercial, medical and industrial products. They make models and prototypes of the designs and cover a variety of goods. OVERVIEW Usescreativityandapracticalunderstandingofstructures and materials to develop concepts, plans, specifications and detailed drawings forbuildings and otherstructures. OVERVIEW ©© Meet with clients to establish the design brief, including the concept, performance and production criteria ©© Work on ideas as part of a team or develop design concepts using Computer Aided Design (CAD) and other software ©© Sketch initial design ideas ©© Produce detailed, final hand drawings and specifications or use dedicated computer software to produce design specifications, including parts lists and costings ©© Research materials, processes or market requirements ©© Create samples or working models by hand or using computerised prototyping equipment ©© Arrange meetings and liaise with engineers and other departments, including marketing, to discuss and negotiate appropriate production processes, costs and commercial issues ©© Travel to clients' production facilities and evaluate the feasibility of production ©© Make presentations to senior design management or clients, either when bidding for a contract or to present design proposals ©© Combine structural, mechanical and artistic elements into the building design, such as decks and atriums, lifts, air conditioning systems and decorative finishes ©© Discuss requirements of clients or builders (to design a new structure or modify an existing one) and prepare a brief ©© Produce sketches, production drawings and detailed drawings by hand or using Computer Aided Design (CAD) equipment ©© Obtain necessary approvals from authorities ©© Examine designs and cost estimates with clients and others involved in the project ©© Prepare specifications and contract documents specifying building materials, construction equipment and, in some cases, the interior furnishings, for builders, tradespeople and legal advisers ©© Observe, inspect and monitor building work to make sure that it is progressing according to the contract and specifications ©© Evaluate projects once they are completed and occupied KEY RESPONSIBILITIES KEY RESPONSIBILITIES INDUSTRIAL DESIGNER ARCHITECT ASSOCIATED OCCUPATIONS CONTENTS
  • 83.
    77TOURISM & HOSPITALITYCAREER GUIDE Gives advice to businesses on how to make their products sustainable (usually in an ecological sense). OVERVIEW Plans and conducts research into environmental and sustainability matters. OVERVIEW ©© Research and initiate strategies to maximise profits and reduce an organisation’s environmental footprint ©© Conduct energy audits and find ways to reduce energy consumption, integrate the use of alternative sources of energy, help simplify supply chains and find ways to reduce waste ©© Suggest ways to make the transportation of products more efficient but less impactful on the environment and assessing corporate responsibility ©© Take measures to ensure that the workplace and surrounding environment is healthy and find out how the organisation can help meet some of the community's needs ©© Consider the suitability of new developments, such as housing, power stations, wind farms or other large sites that may impact the environment ©© Conduct field surveys and collect data about levels of pollution or contamination on a site or area of consideration ©© Undertake field work to identify previous activities on the site and any possible contamination ©© Interpret data, which can include using software-modelling packages, and report writing ©© Manage legislative issues for clients and maintain an awareness of how legislation impacts projects ©© Develop conceptual models, which involvesidentificationandconsideration of potential contamination ©© Communicate with clients, regulators and sub-contractors, such as analytical laboratories ©© Research previous investigations of a site to provide information to clients considering purchase KEY RESPONSIBILITIES KEY RESPONSIBILITIES SUSTAINABILITY CONSULTANT ENVIRONMENTAL RESEARCHER ASSOCIATED OCCUPATIONS CONTENTS
  • 84.
    78 QUEENSLAND TOURISMINDUSTRY COUNCIL Protects, manages and enhances the local environment which may include marine habitats. They encourage people to experience nature and promote awareness of, and understanding about, the natural environment. OVERVIEW Design and construct garden landscapes or renovate existing gardens, using a range of gardening skills to create a landscape that is aesthetically pleasing as well as functional. OVERVIEW ©© Educate all sectors of the local community and raise awareness of environmental issues ©© Promote and implement local and national biodiversity action plans in partnership with local/national statutory and voluntary organisations ©© Contribute to planning and policy development for sustainable management, including input into environmental impact assessments ©© Implement annual management plans based on ecological surveys and scientific observation ©© Contribute to the selection of, and assist with casework for, Sites of Special Scientific Interest (SSSIs) and National Nature Reserves (NNRs) ©© Evaluate and monitor features of nature conservation ©© Promote the concept of sustainability to the public, colleagues and fellow professionals through talks, tours, literature, displays and workshops ©© Organise, supervise and train supporting paid staff and volunteers ©© Maintain effective records using IT database systems ©© Prepare applications to get funding and grants ©© Liaise with the media to publicise organisation or conservation sites ©© Educate young people, and those considering entering the profession, through talks and seminars to local educators and universities ©© Formulate designs, plans, drawings, specifications and quotations ©© Schedule landscape construction ©© Prepare areas for landscape construction by analysing sites and clearing debris ©© Select, estimate and order materials and plants ©© Set out and install 'hardscape' (walls, paths and timber features) and 'softscape' (plants) structures ©© Construct or reface steps, garden walls, fences, trellises, pergolas, ponds, fountains and irrigation systems ©© Install facilities and features, such as ferneries, barbecues, play structures and garden furniture ©© Constructpaths,stepsandpavedareas withpavingmaterials,gravelandtimber ©© Perform 'formative' (shaping) pruning ©© Maintain and repair gardening equipment KEY RESPONSIBILITIES KEY RESPONSIBILITIES NATURE CONSERVATION OFFICER LANDSCAPE GARDENER ASSOCIATED OCCUPATIONS CONTENTS
  • 85.
    79TOURISM & HOSPITALITYCAREER GUIDE ASSOCIATED OCCUPATIONS Teaches tertiary students in one or more subject areas and conducts research projects. OVERVIEW Teaches subjects for which they have specialist knowledge, skills and experience. They also teach in non-industry specific areas such as languages, literacy and general workplace preparation. OVERVIEW ©© Prepare and deliver lectures, tutorials and practical classes ©© Assess student assignments and grade student performance ©© Supervise research students ©© Discuss with students their progress and aspirations ©© Organise and conduct field trips and excursions or other learning activities ©© Research a specialised field of study and publish the findings in books or professional and academic journals ©© Attend meetings and conferences related to research ©© Plan courses in consultation with other staff, arrange course timetables and coordinate and supervise teaching assistants to conduct classes ©© Serve on departmental or faculty committees dealing with general departmental and administrative concerns ©© Prepare departmental budgets and associated reports ©© Provide professional consultative services to government and industry ©© Research and write syllabus that covers course content ©© Interpret training packages, prepare lessons and produce resources for use in teaching ©© Carry out administrative tasks ©© Counsel and advise students of career opportunities and pathways ©© Teach students in classrooms or workshops, providing theory and practical training through lectures, practical demonstration and supervision ©© Attend meetings and serve on committees, or liaise with the community and industry KEY RESPONSIBILITIES KEY RESPONSIBILITIES LECTURER VOCATIONAL EDUCATION TRAINER CONTENTS
  • 86.
    80 QUEENSLAND TOURISMINDUSTRY COUNCIL ASSOCIATED OCCUPATIONS Responsible for maintaining crowd control and a safe environment for venue and guests. Officers protect people and property, and monitor and enforce all safety practices. OVERVIEW ©© Patrol areas and check doors, gates and windows for signs of unauthorised entry ©© Check travellers and their hand luggage to detect concealed items ©© Watch for irregularities and report incidents or problems to the appropriate authority ©© Monitor computer alarm systems, closed-circuit television (CCTV) systems and communicate by radio with mobile units to attend alarms ©© Respond to alarms and check alarm systems ©© Issue security passes, give directions and make security arrangements for authorised visitors ©© Observe and report suspects to police, or apprehend offenders when appropriate and detain them until police arrive Crowd Controller: `` Maintains order at large gatherings of people, such as nightclubs and concerts. Bodyguard: `` Carries out the personal protection of another person. KEY RESPONSIBILITIES SPECIALISATIONS SECURITY OFFICER CONTENTS
  • 87.
    81TOURISM & HOSPITALITYCAREER GUIDE Responsible for the provision of initial first aid response, provides advice of first aid requirements and ensures that first aid facilities and supplies are maintained. OVERVIEW Looks after the safety of people at beaches and swimming pools through accident prevention and rescue. OVERVIEW ©© Ensure first aid qualifications are current and renewed as required ©© Be readily available to respond immediately to requests for first aid assistance ©© Maintain allocated first aid kit by conducting regular stock-takes and obtaining relevant supplies through internal purchasing procedures ©© Prepare quarterly reports on the number of incidents and usage of the first aid supplies in their area of responsibility ©© Design and implement emergency procedures ©© Report incidents to management or other authorities ©© Place signs or barriers to warn of dangerous conditions or areas and make sure users are aware of potential dangers ©© Caution people behaving in an unsafe manner and expel those who refuse to cooperate KEY RESPONSIBILITIES KEY RESPONSIBILITIES FIRST AID OFFICER LIFEGUARD ASSOCIATED OCCUPATIONS CONTENTS
  • 88.
    82 QUEENSLAND TOURISMINDUSTRY COUNCIL TERTIARY EDUCATION ĥĥ VOCATIONAL EDUCATION ĥĥ GATEWAY SCHOOLS ĥĥ HIGHER EDUCATION CONTENTS
  • 89.
    JOB ROLES: HOSPITALITY QUALIFICATIONSJOB ROLES SIT10216: Certificate I in Hospitality ĥĥ Bar Useful ĥĥ Food Runner ĥĥ Glass Runner ĥĥ Housekeeping Assistant ĥĥ Kitchen Steward ĥĥ Kitchen Useful SIT20316: Certificate II in Hospitality ĥĥ Bar Attendant ĥĥ Café Attendant ĥĥ Catering Assistant ĥĥ Food & Beverage Attendant ĥĥ Front Office Assistant ĥĥ Porter ĥĥ Room Attendant SIT30616: Certificate III in Hospitality ĥĥ Espresso Coffee Machine Operator ĥĥ Food & Beverage Attendant ĥĥ Front Desk Receptionist ĥĥ Front Office Assistant ĥĥ Function Attendant ĥĥ Function Host ĥĥ Gaming Attendant ĥĥ Guest Service Agent ĥĥ Housekeeper ĥĥ Restaurant Host ĥĥ Senior Bar Attendant ĥĥ Wait Staff SIT30716: Certificate III in Hospitality (Restaurant Front of House) ĥĥ Senior Bar Attendant ĥĥ Sommelier ĥĥ Wait Staff SIT40416: Certificate IV in Hospitality ĥĥ Bar Supervisor ĥĥ Concierge ĥĥ Duty Manager ĥĥ Food & Beverage Supervisor ĥĥ Front Office Supervisor ĥĥ Housekeeping Supervisor ĥĥ Gaming Supervisor ĥĥ Shift Manager ĥĥ Team Leader QUALIFICATIONS JOB ROLES SIT20416: Certificate II in Kitchen Operations ĥĥ Breakfast Cook ĥĥ Catering Assistant ĥĥ Fast Food Cook ĥĥ Sandwich Hand ĥĥ Takeaway Cook SIT20516: Certificate II in Asian Cookery ĥĥ Fast Food Cook ĥĥ Takeaway Cook SIT30816: Certificate III in Commercial Cookery ĥĥ Chef ĥĥ Commis Chef QUALIFICATIONS JOB ROLES SIT31116: Certificate III in Asian Cookery ĥĥ Chef SIT30916: Certificate III in Catering Operations ĥĥ Catering Assistant ĥĥ Cook ĥĥ Food Service Assistant SIT31016: Certificate III in Patisserie ĥĥ Pastry Chef ĥĥ Patissier SIT40516: Certificate IV in Commercial Cookery ĥĥ Chef ĥĥ Chef de Partie SIT40816: Certificate IV in Asian Cookery ĥĥ Chef ĥĥ Chef de Partie SIT40616: Certificate IV in Catering Operations ĥĥ Catering Supervisor ĥĥ Kitchen Administrator ĥĥ Small Business Caterer SIT40716: Certificate IV in Patisserie ĥĥ Chef de Partie ĥĥ Chef Patissier QUALIFICATIONS JOB ROLES SIT50416: Diploma of Hospitality Management ĥĥ Banquet or Function Manager ĥĥ Bar Manager ĥĥ Café Manager ĥĥ Chef de Cuisine ĥĥ Chef Patissier ĥĥ Club Manager ĥĥ Executive Housekeeper ĥĥ Front Office Manager ĥĥ Gaming Manager ĥĥ Kitchen Manager ĥĥ Motel Manager ĥĥ Restaurant Manager ĥĥ Sous Chef ĥĥ Unit Manager Catering Operations SIT60316: Advanced Diploma of Hospitality Management ĥĥ Area Manager or Operations Manager ĥĥ Café Owner or Manager ĥĥ Club Secretary or Manager ĥĥ Executive Chef ĥĥ Executive Housekeeper ĥĥ Executive Sous Chef ĥĥ Food & Beverage Manager ĥĥ Head Chef ĥĥ Motel Owner or Manager ĥĥ Rooms Division Manager TERTIARY EDUCATION CONTENTS 83TOURISM & HOSPITALITY CAREER GUIDE
  • 90.
    84 QUEENSLAND TOURISMINDUSTRY COUNCIL JOB ROLES: TOURISM QUALIFICATIONS JOB ROLES SIT10116: Certificate I in Tourism (Australian Indigenous Culture) ĥĥ Indigenous Cultural Centre Assistant ĥĥ Assistant Indigenous Guide ĥĥ Indigenous Storyteller SIT20116: Certificate II in Tourism ĥĥ Documentation Clerk - Tour Wholesaler or Travel Agency ĥĥ Museum Attendant ĥĥ Office Assistant for a Tour Operator ĥĥ Receptionist or Office Assistant for an Event Organising Agency ĥĥ Receptionist or Office Assistant for a Travel Agency ĥĥ Retail Sales Assistant in an Attraction ĥĥ Ride Attendant in an Attraction SIT20216: Certificate II in Holiday Parks and Resorts ĥĥ Housekeeping Assistant ĥĥ Junior Handyperson ĥĥ Office Assistant SIT30116: Certificate III in Tourism ĥĥ Adventure Tourism Guide ĥĥ Attendant or Senior Ride Operator ĥĥ Booking Agent ĥĥ Cellar Door Salesperson ĥĥ Winery Guide ĥĥ Customer Service Officer ĥĥ Indigenous Cultural Centre Guide/Salesperson ĥĥ Inbound Tour Coordinator ĥĥ Marine Tourism Guide ĥĥ Dive Tour Operator ĥĥ Museum Attendant ĥĥ Tour Operations Consultant ĥĥ Reservation Sales Agent ĥĥ Sales Consultant ĥĥ Visitor Information Officer SIT30216: Certificate III in Travel ĥĥ Call Centre Sales Agent ĥĥ Corporate Consultant ĥĥ Cruise Consultant ĥĥ Incentive Coordinator ĥĥ Customer Service Agent ĥĥ Domestic Travel Consultant ĥĥ International Travel Consultant ĥĥ Mobile Travel Consultant ĥĥ Online Travel Consultant ĥĥ Reservations Sales Agent ĥĥ Wholesale Consultant QUALIFICATIONS JOB ROLES SIT30316: Certificate III in Guiding ĥĥ Cultural Guide ĥĥ Heritage Guide ĥĥ Historical Guide ĥĥ Interpretive Guide ĥĥ Museum Guide ĥĥ Nature-Based Site Guide ĥĥ Tour Guide ĥĥ Walking Guide ĥĥ Winery Guide SIT30416: Certificate III in Holiday Parks and Resorts ĥĥ Grounds Person ĥĥ Handy Person ĥĥ Housekeeper ĥĥ Receptionist SIT40316: Certificate IV in Holiday Parks and Resorts ĥĥ Assistant Manager ĥĥ Front Office Supervisor ĥĥ Grounds and Maintenance Supervisor ĥĥ Operations Supervisor SIT40116: Certificate IV in Travel and Tourism ĥĥ Account Coordinator ĥĥ Assistant Manager ĥĥ Marketing Coordinator ĥĥ Operations Supervisor ĥĥ Product Coordinator ĥĥ Promotions Officer ĥĥ Reservations Sales Supervisor ĥĥ Call Centre Supervisor ĥĥ Senior Operations Coordinator ĥĥ Senior Retail Consultant ĥĥ Sales Coordinator ĥĥ Sales Executive SIT40216: Certificate IV in Guiding ĥĥ Cultural Guide ĥĥ Heritage Guide ĥĥ Interpretive Guide ĥĥ Nature-Based Guide ĥĥ Tour Director ĥĥ Tour Guide ĥĥ Walking Guide ĥĥ Tour Manager TERTIARY EDUCATION CONTENTS
  • 91.
    85TOURISM & HOSPITALITYCAREER GUIDE JOB ROLES: TOURISM QUALIFICATIONS JOB ROLES SIT50116: Diploma of Travel and Tourism Management ĥĥ Inbound Groups Manager ĥĥ Inbound Sales Manager ĥĥ Incentives Manager ĥĥ Tour Operations Manager ĥĥ Marketing Manager ĥĥ Product Development Manager ĥĥ Reservations Manager ĥĥ Travel Agency Manager ĥĥ Sales Manager ĥĥ Visitor Information Centre Manager SIT50216: Diploma of Holiday Parks and Resort Management ĥĥ Manager ĥĥ Operations Manager ĥĥ Park Manager QUALIFICATIONS JOB ROLES SIT60116: Advanced Diploma of Travel and Tourism Management ĥĥ Account Manager ĥĥ Business Development Manager ĥĥ Director of Groups and Incentives ĥĥ Director of Marketing ĥĥ Director of Product Development ĥĥ Operations Manager ĥĥ Director of Sales ĥĥ General Manager TERTIARY EDUCATION Launch your career in Tourism and Hospitality. Join the conversation at www.discoveryourcareer.com.au Skills and training are two of the most important ingredients when you’re looking to improve your chances of promotion. The scope of the training available covers everything you need to make a successful career in Tourism and Hospitality. CONTENTS
  • 92.
    86 QUEENSLAND TOURISMINDUSTRY COUNCIL JOB ROLES: EVENTS QUALIFICATIONS JOB ROLES SIT30516: Certificate III in Events ĥĥ Conference Assistant ĥĥ Event or Exhibition Administrative Assistant ĥĥ Event or Exhibition Assistant ĥĥ Event or Exhibition Operations Assistant ĥĥ Functions Assistant ĥĥ In-House Meeting Assistant ĥĥ Junior Event/Exhibition Coordinator ĥĥ Logistics Assistant ĥĥ Meetings Assistant ĥĥ Venue Assistant SIT50316: Diploma of Event Management ĥĥ Conference Coordinator ĥĥ Event or Exhibition Coordinator ĥĥ Event or Exhibition Planner ĥĥ Event Sales Coordinator ĥĥ Function Coordinator ĥĥ In-house Meetings Coordinator ĥĥ Meetings Coordinator ĥĥ Staging Coordinator ĥĥ Venue Coordinator QUALIFICATIONS JOB ROLES SIT60216: Advanced Diploma of Event Management ĥĥ Conference Manager ĥĥ Event Director ĥĥ Event Producer ĥĥ Event or Exhibition Manager ĥĥ Functions Manager ĥĥ In-House Meetings Manager ĥĥ Meetings Manager ĥĥ Project Manager ĥĥ Venue Manager For more information on the accredited SIT Tourism, Travel and Hospitality Training Package please visit: www.training.gov.au TERTIARY EDUCATION Jules McMurtrie RELATIONSHIP MANAGER GATEWAY SCHOOLS TO FOOD, WINE AND TOURISM INDUSTRY Jules started working in hospitality at the age of 14. She enjoyed serving people and making them feel special. After joining a large hotel chain, she worked her way through all departments, travelling around from resort to resort, and after 10 years of hard work she was appointed General Manager of a resort. Jules believes that working in tourism and hospitality gives you the opportunity to ‘learn forever’, expand your horizons, and connect with people on an emotional level. She says it is an industry with an endless career path and that any personality type is welcome. “There are so many different positions available in the hospitality and tourism industry. I believe all personality types and skills are catered for, however I do believe the basic ingredients required by all are LOVE, EMPATHY and PASSION!” CONTENTS
  • 93.
    87TOURISM & HOSPITALITYCAREER GUIDE TERTIARY EDUCATION GATEWAY SCHOOLS The Food, Wine and Tourism Gateway to Industry Schools Program supports young people in making a successful transition from school into further education or employment. The program blends school, vocational and academic curricula tailored specifically for industry needs, enabling students to learn about career opportunities available in the food, wine, hospitality and tourism industries. Schools participating in the food, wine and tourism gateway program collaborate with industry to provide direct pathways for students in obtaining work or entering higher study. Students gain valuable industry experience while still at school, providing them with the tools and knowledge to make informed decisions about training and employment. For more information on the Food, Wine and Tourism Gateway to Industry Schools Program, including details about current activities and projects, opportunities for students and teachers or how your school or business can get involved, visit the Queensland College of Wine Tourism website at www.qcwt.com.au/schools_prog Ÿ Commercial Cookery Ÿ Hospitality & Tourism Ÿ Teacher Professional Development & Currency Ÿ Networking & Industry Connections For more information: www.gatewayschools.qld.gov.au CONTENTS
  • 94.
    88 QUEENSLAND TOURISMINDUSTRY COUNCIL HIGHER EDUCATION INSTITUTION UNDERGRADUATEPROGRAM University of Queensland www.uq.edu.au ĥĥ Bachelor of International Hotel and Tourism Management ĥĥ Bachelors of Business Management/International Hotel and Tourism Management ĥĥ Bachelor of International Hotel and Tourism Management Griffith University www.griffith.edu.au ĥĥ Bachelor of International Tourism and Hotel Management James Cook University www.jcu.edu.au ĥĥ Bachelor of Business in Hospitality and Tourism Management Bond University www.bond.edu.au ĥĥ Bachelor of International Hotel and Tourism Management University of Southern Queensland www.usq.edu.au ĥĥ Bachelor of Business (Tourism Management) ĥĥ Bachelor of Business (Tourism and Events Management) CQUniversity Australia www.cqu.edu.au ĥĥ Bachelor of Hospitality Management University of Sunshine Coast www.usc.edu.au ĥĥ Bachelor of Business (Tourism, Leisure and Event Management) INSTITUTION POSTGRADUATEPROGRAM University of Queensland www.uq.edu.au ĥĥ Master of Tourism Leadership ĥĥ Master of Tourism, Hotel and Event Management Griffith University www.griffith.edu.au ĥĥ Master of Business (International Tourism and Hospitality Management) James Cook University www.jcu.edu.au ĥĥ Master of International Tourism and Hospitality Management ĥĥ Master of International Tourism and Hospitality Management – Master of Business Administration (Dual Program) CQUniversity Australia www.cqu.edu.au ĥĥ Master of Sustainable Tourism Management TERTIARY EDUCATION CONTENTS
  • 95.
    89TOURISM & HOSPITALITYCAREER GUIDE TERTIARY EDUCATION CRICOS00233EJ000820 ĥĥ What is the difference between VET and higher education? VET courses include certificates I to IV, diplomas and advanced diplomas. These are lower-level qualifications than those offered in the higher education sector, which include bachelor degrees, graduate certificates, graduate diplomas, master degrees and doctoral degrees. VET study provides graduates with the practical skills they need for certain industries and roles. Courses in the higher education sector tend to have more of an academic focus, although many degrees have a vocational focus (such as those in the fields of agriculture and design). CONTENTS
  • 96.
    90 QUEENSLAND TOURISMINDUSTRY COUNCIL AWARDS& RECOGNITION ĥĥ QUEENSLAND TOURISM AWARDS ĥĥ QTIC SALUTE TO EXCELLENCE AWARDS ĥĥ QTIC PRIZE FOR INNOVATION IN TOURISM ĥĥ AUSTRALIAN TOURISM AWARDS ĥĥ WORLDSKILLS AUSTRALIA ĥĥ QUEENSLAND TRAINING AWARDS ĥĥ AUSTRALIAN TRAINING AWARDS ĥĥ NESTLE GOLDEN CHEF’S HAT AWARDS ĥĥ GOLD COAST YOUNG ENTREPRENEURS ĥĥ QUEENSLAND YOUNG ACHIEVER AWARDS ĥĥ THE HOSTPLUS HOSPITALITY SCHOLARSHIP CONTENTS
  • 97.
    91TOURISM & HOSPITALITYCAREER GUIDE AWARDS & RECOGNITION Hosted by the Queensland Tourism Industry Council, the Queensland Tourism Awards are recognised as the industry’s largest and most prestigious event, proudly presented by the Queensland Airports Limited in partnership with Tourism and Events Queensland (TEQ). The awards recognise, acknowledge and celebrate the tourism operators in Queensland who have validated outstanding achievement and contribution to Queensland’s tourism industry. The Awards program, hosted and managed by QTIC, is a submission and inspection based program which provides the opportunity to acknowledge and showcase Queensland’s finest tourism industry, including individuals, businesses (industry operators) and events. Benefits of entering the Queensland Tourism Awards: ©© Be recognised as an outstanding tourism business ©© Discover the full potential of your enterprise ©© Supercharge your annual business planning process ©© Gain a competitive edge by receiving feedback from industry leaders ©© Use the submission as a benchmark to improve the bottom line ©© Receive media coverage and exposure ©© Energise and motivate your staff ©© Use the Awards logo to promote your operation as an award-winning business ©© Celebrate and network with industry peers and colleagues at the Gala Awards ceremony ©© Automatic entry into the Australian Tourism Awards for Gold Winners in categories 1 to 26 ©© The Gala Awards ceremony will be the biggest industry party of the year! QUEENSLAND TOURISM AWARDS ĥĥ For more information, visit: www.queenslandtourismawards.com.au or contact QTIC on (07) 3236 1445 or awards@qtic.com.au. View photos, videos and news on Facebook (search and follow ‘QueenslandTourism Awards’). CONTENTS
  • 98.
    92 QUEENSLAND TOURISMINDUSTRY COUNCIL Matthew Williamson WINNER OF THE 2015 QTIC SALUTE TO EXCELLENCE (TOURISM CATEGORY) Matt was the winner of the Tourism category in the 2015 QTIC Salute to Excellence awards. Matt began working in hospitality in Year 8 and loved it. He found a passion for working with people and enjoys providing customer service. Aftergraduatingfrom high school, Matt has pursued his careergoals bystudying a Bachelor of International Tourism and Hotel Management. He hopes to take part in the international exchange program at Disney World, USA. “Hopefully I will be able to work in the happiest place on earth before doing my own travels across Europe where I hope to secure experience in hotel management.” His advice to other students considering a job in hospitality is: “Go for it! Get out there, become involved in industry opportunities and get experience. Volunteer at events and enjoy the experience. Take the opportunity to get a feel for the industry. The more experience you get, the better your career will be.” AWARDS & RECOGNITION The QTIC Salute to Excellence Awards recognises Queensland’s state and non-state secondary school students in Year 11 and 12 for tourism, hospitality and food and beverage, undertaking training through: ©© Vocational Education and Training (VET) in schools ©© School-based traineeships/ apprenticeship, and/or ©© Delivered in partnership with industry. The award highlights the importance of promoting Vocational Education and Training among schools students across the state. Benefits for students and teachers participating in the award includes: ©© Relish industry and state recognition of achievements ©© Opportunity to gain real-world experience at leading tourism and hospitality businesses ©© Establish industry/employer contacts and mentors ©© Gain assistance with career aspirations ©© Inspire students to grow and develop in a leading Queensland and Australian industry ©© Gain knowledge through success stories from industry professionals ©© Maximise opportunities for media coverage ©© Meet other like-minded fellow students and trainers from across Queensland. Great prizes and incentives are up for grabs in addition to invaluable mentoring and work experience opportunities. For more information, visit www.qtic.com.au or contact QTIC on (07) 3236 1445 or industrydevelopment@qtic.com.au. QTIC SALUTE TO EXCELLENCE AWARDS CONTENTS
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    93TOURISM & HOSPITALITYCAREER GUIDE AWARDS & RECOGNITION Queensland tourism businesses have an opportunity to win a share in more than $35,000 in prizes as part of the QTIC Prize for Innovation in Tourism. The program is open to micro and small to medium sized Queensland tourism enterprises that have developed and adopted innovative products, services and processes within Queensland. For more information, visit www.qtic.com.au or contact QTIC on (07) 3236 1445 or administration@qtic.com.au. www.qtic.com.au/awards/qtic-awards The Australian Tourism Awards are the tourism industry’s premier awards program, recognising excellence in tourism on a national level. Gold winners from respective state tourism award programs compete for national recognition at the Australian Tourism Awards. www.australiantourismawards.com.au The Queensland Training Awards are the state’s highest recognition of people and organisations striving for success, best practice and innovation in training. Award categories recognise outstanding achievement from: ©© Completing apprentices and trainees ©© School-based apprentices and trainees ©© Graduates of certificate, diploma and advanced diploma courses ©© Small, medium and large employers who use training in their workplace ©© Registered training organisations (training providers), teachers, and trainers. www.qta.qld.gov.au QTIC PRIZE FOR INNOVATION IN TOURISM AUSTRALIAN TOURISM AWARDS QUEENSLAND TRAINING AWARDS WORLDSKILLS AUSTRALIA WorldSkills Australia (WSA) aims to develop and nurture the skills of young Australians. The organisation promotes and builds a skill culture by inspiring young people, celebrating skills excellence and providing them with an opportunity to showcase their trade and skill talent. WSA achieves this goal through competitions held on a regional, national and international level. www.worldskills.org.au CONTENTS
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    94 QUEENSLAND TOURISMINDUSTRY COUNCIL AWARDS & RECOGNITION The Australian Training Awards are the peak, national awards for the vocational education and training (VET) sector. The Awards recognise individuals, businesses and registered training organisations for their contribution to skilling Australia. The Awards are the culmination of the state and territory training awards with winners from each state and territory eligible to compete at the national level in various categories. Through showcasing best practice, the AustralianTraining Awards promote continuous improvement and innovation in the design and delivery of VET which has led to awareness and respect for skill based careers and excellence. www.australiantrainingawards.gov.au AUSTRALIAN TRAINING AWARDS NESTLE GOLDEN CHEF’S HAT AWARDS GOLD COAST YOUNG ENTREPRENEURS The Nestlé Golden Chef's Hat Award is dedicated to helping junior and apprentice chefs develop their cooking skills and broaden their culinary horizons. Taking part in the Nestlé Golden Chef's Hat Award provides young chefs with the added opportunity of being mentored by culinary instructors and given access to a national network of professional chefs. The competition is open to residents of Australia who are currently in the culinary profession and aged between 16 and 25 years of age. www.nestleprofessional.com The Gold Coast Young Entrepreneur Awards showcase the city's top young business leaders who are building thriving businesses, delivering innovation, leading social change or forging a path to turn their dream into reality. www.businessnewsaus.com.au/gold-coast-young-entrepreneur CONTENTS
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    95TOURISM & HOSPITALITYCAREER GUIDE AWARDS & RECOGNITION The Hostplus Hospitality Scholarship is supported by Melbourne Food and Wine. The scholarship offers a rising star in the food, beverage and hospitality industry a one year mentorship from an industry leader, as well as the chance to gain international work experience with top international businesses. Open to anyone between 18 and 30 years with at least two years’ experience in their field. The scholarship covers all aspects of the hospitality industry from front of house to winemakers, and is the opportunity of a lifetime for talented and dedicated hospitality professionals. www.hostplus.com.au/hospitality-scholarship QUEENSLAND YOUNG ACHIEVER AWARDS THE HOSTPLUS HOSPITALITY SCHOLARSHIP The purpose of the Queensland Young Achiever Awards is to acknowledge, encourage and most importantly promote the positive achievements of all young people up to and including 29 years of age. Objectives of the program include: ©© Acknowledge and highlight the achievements of young Australians ©© Educate the public with examples of youth achievement ©© Encourage and motivate young Australians at all levels (local, state and national) in their chosen field of endeavour ©© Develop a sense of pride in being an Australian ©© Build self-confidence through rewards for excellence ©© Provide role models and mentors for youth by highlighting the pursuit of excellence ©© Develop and encourage leadership and life skills in young Australians. www.awardsaustralia.com/young-achiever-awards/qld CONTENTS
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    96 QUEENSLAND TOURISMINDUSTRY COUNCIL LICENSING ĥĥ LIQUOR AND GAMING ĥĥ WORKPLACE HEALTH AND SAFETY ĥĥ MARINE SAFETY ĥĥ SECURITY CONTENTS
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    97TOURISM & HOSPITALITYCAREER GUIDE LICENSING ĥĥ RESPONSIBLE SERVICE OF ALCOHOL TRAINING It is mandatory for certain people involved in Queensland’s liquor industry to have a current Responsible Service of Alcohol (RSA) statement of attainment issued for successful completion of the RSA training course, conducted by an Office of Liquor and Gaming Regulation (OLGR) approved trainer. Having licensees, management and those employed to undertake specified tasks in licensed venues trained in RSA benefits both employee and employer. RSA training provides skills in handling difficult situations, how to recognise signs of intoxication and strategies to slow or moderate the supply of alcohol and how to refuse service. All licensees must ensure the following people have a current RSA statement of attainment, within 30 days of commencing employment: ©© The licensee (if an individual) ©© Any member of staff of the licensed premises who is involved in the service or supply of liquor at the premises. Staff members involved in the service or supply of liquor include approved managers, bartenders, glass collectors, floor staff, security staff and room service staff. As a competency within a national training package, a 'Provide Responsible Service of Alcohol' course may only be delivered by a registered training organisation. www.business.qld.gov.au/industry/liquor-gaming ĥĥ RESPONSIBLEMANAGEMENTOFLICENSED VENUES It is mandatory for liquor licensees (if individuals), approved managers and some permit holders to have a current Responsible Management of Licensed Venues (RMLV) certificate. Licensees (or permit holders) must ensure all approved managers maintain currency of a Responsible Management of Licensed Venue (RMLV) ‘licensee’s course certificate’ issued by an approved trainer. The RMLV training course certificate is valid for three years. It is the responsibility of the licensee to ensure approved managers working at the premises have a copy of a current certificate as detailed. www.business.qld.gov.au/industry/liquor-gaming ĥĥ RESPONSIBLE SERVICE OF GAMBLING Since 1 October 2010, it has been mandatory for certain people involved in Queensland’s gaming industry to have a current Responsible Service of Gambling (RSG) course certificate. Trained employees are able to identify the signs of problem gambling, provided with skills to handle difficult situations and apply the principles of the Queensland Responsible Gambling Code of Practice. Trained employees are aware of the legal obligations and ramifications associated with the service of gambling products, which not only assists licensees comply with the legislation, but minimise the potential for harm associated with gambling to individuals and the broader community. People who carry out gaming duties or gaming tasks within a licensed club or hotel must complete RSG training within three months of starting employment. www.business.qld.gov.au/industry/liquor-gaming Since 1 July 2013 the training course certificate recognised for having completed mandatory RSG training required by the Gaming Machine Act 1991 is a VET Statement of Attainment in ‘Provide Responsible Gambling Services’. LICENSING LIQUOR AND GAMING CONTENTS
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    98 QUEENSLAND TOURISMINDUSTRY COUNCIL ĥĥ WORKPLACE HEALTH AND SAFETY QUEENSLAND Workplace Health and Safety Queensland (WHSQ) is responsible for improving workplace health and safety in Queensland and helping reduce the risk of workers being killed or injured on the job. WHSQ enforces work health and safety laws, investigates workplace fatalities, serious injuries, prosecutes breaches of legislation and educates employees and employers on their legal obligations. WHSQ also provides policy advice on workers’ compensation matters. www.worksafe.qld.gov.au ĥĥ MARITIME SAFETY QUEENSLAND Maritime Safety Queensland (MSQ) is responsible for protecting Queensland’s waterways andthe people who usethem - providing safer, cleaner seas. MSQ is also responsible for delivering a range of services on behalf of the national regulator (the Australian Maritime Safety Authority) under the Marine Safety (Domestic Commercial Vessel) National Law Act 2012. The national system arrangements are implemented together with Maritime Safety Queensland's state marine legislative responsibilities. www.msq.qld.gov.au ĥĥ THE AUSTRALIAN MARITIME SAFETY AUTHORITY The Australian Maritime Safety Authority (AMSA) is a statutory authority established under the Australian Maritime Safety Authority Act 1990 (the AMSA Act). AMSA’s principal functions are: ©© Promoting maritime safety and protection of the marine environment ©© Preventing and combating ship-sourced pollution in the marine environment ©© Providing infrastructure to support safety of navigation in Australian waters ©© Providing a national search and rescue service to the maritime and aviation sectors. www.amsa.gov.au Entry level requirements exist for all people working on commercial tourism vessels such as: ©© Elements of Shipboard Safety ©© First Aid ©© Oxygen Provider / CPR ©© RMDL (Tender Licence) A commercial marine licence is required to operate a commercial tourism vessel. LICENSING WORKPLACE HEALTH AND SAFETY MARINE SAFETY CONTENTS
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    99TOURISM & HOSPITALITYCAREER GUIDE ĥĥ INDIVIDUAL – CLASS 1 ©© Bodyguard - providing close personal protection services. ©© Private investigator - obtaining and providing information about another person without their consent, such as surveillance work or investigating the disappearance of a missing person. ©© Crowd controller - maintaining order in and around a public place such as a hotel or sporting event. ©© Cash transit security officer - carrying cash or other valuables. ©© Unarmed security officer - guarding, patrolling or watching another person's property, without a guard dog or weapon. ©© Monitoring security officer - monitoring property using an electronic monitoring device, such as a visual recording system, a radio or remote alarm system. ©© Dog patrol security officer - guarding, patrolling or watching another person's property, with a guard dog. ĥĥ INDIVIDUAL – CLASS 2 ©© Security adviser - providing advice about security equipment, methods or principles. ©© Security equipment installer - installing, repairing, servicing or maintaining security equipment. LICENSING SECURITY CONTENTS
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    100 QUEENSLAND TOURISMINDUSTRY COUNCIL ACCREDITATION CONTENTS
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    101TOURISM & HOSPITALITYCAREER GUIDE ACCREDITATION ĥĥ AUSTRALIAN TOURISM ACCREDITATION PROGRAM ATAP is a business development program based on quality assurance principles that provide businesses with the necessary tools and resources to ensure ongoing sustainability and best practice. The accreditation ‘tick’ logo provides a credible, third party recommendation. The program addresses many of the issues that are covered in the development of a business plan, but focusses on those key elements that are part of the day-to-day function of any tourism operation. In Queensland, QTIC delivers the national program and can provide support throughout the process. www.atap.net.au ĥĥ ECOGUIDE AUSTRALIA The EcoGuide Australia program provides a credential, endorsing the recipient as a guide who will deliver an authentic, environmentally responsible, and professional ecotourism experience. Ecotourism Australia manages the EcoGuide Program, backed by the expertise of its management team. EcoGuide Australia also maintains a team of independent assessors who will examine EcoGuide applications. www.ecotourism.org.au ĥĥ GUIDES OF AUSTRALIA Guides of Australia (GOA) accreditation provides visiting tourists with an assurance that a guide has met specific standards and has a commitment to the best practice standards outlined in the Australian Tour Guides’ Code of Guiding Practice. The accreditation is suitable for tour guides in all sectors of the tourism industry and encourages professional development and promotes training in all relevant skills. GOA provides industry recognition for guides who achieve the specified standards. It is not mandatory but is encouraged by increasing numbers of industry stakeholders including employers, tourism organisations and government agencies. www.goa.org.au ĥĥ SAVANNAH GUIDES Savannah Guides is Australia’s leading Tour Guide professional development organisation. For more than 25 years the organisation has been running Savannah Guides Schools, coordinating accredited training, developing tailored programs for businesses and mentoring tourism staff. Within the Savannah Guides activities are pathways for every contact person in tourism to develop their skills and career opportunities and for businesses to step up to a new level. www.savannah-guides.com.au ACCREDITATION If the tourism industry is to achieve success in the increasingly competitive national and international markets, all sectors of the industry must develop quality products and services that will meet the expectations of their customers. To achieve this goal, all businesses involved in the industry must pay close attention to their business practices to ensure that the services and products offered by them are reliable, consistent and predictable. Customer confidence will be the resulting outcome, which in turn will lead to increased profitability. Businesses endorsed by tourism accreditation programs benefit from increased credibility, visibility and competitiveness. Accreditation programs help you focus on aspects of your business that provides resilience through leaner times and further develop consistency of quality. www.qtic.com.au/accreditation CONTENTS
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    102 QUEENSLAND TOURISMINDUSTRY COUNCIL ACCREDITATION ĥĥ RESPECTING OUR CULTURE CERTIFICATION Respecting Our Culture (ROC) embraces national accreditation standards to ensure that certified tourism businesses meet customer expectations regarding authenticity and professionalism. ROC is a triple-bottom line program, covering economic sustainability, environmental management and respect for Indigenous cultural heritage. A business with ROC accreditation will be recognised in the industry as delivering a sustainable, environmentally sound and authentic experience. www.ecotourism.org.au ĥĥ CLIMATE ACTION CERTIFICATION Climate Action Certification is designed for all sectors of the tourism industry including hotels, attractions, tours, transport, restaurants, travel agents, tourism commissions, tourism consultants and industry bodies. The Climate Action Certification program is dedicated to reducing carbon emissions and assuring travellers that certified products are backed by a commitment to sustainable practices related to addressing climate change. www.ecotourism.org.au ĥĥ EARTH CHECK EVALUATE EarthCheck Evaluate is an entry level program that evaluates an operator’s economic, social, and environmental impact and recognises organisations that engage in sustainable practices. It is the product of 15 years of market research and experience through their flagship program, EarthCheck Certified. EarthCheck Evaluate uses internationally recognised criteria to report on management performance covering a wide range of areas including environment, risk and quality management. Participating organisations are awarded an Earth Rating to recognise theirachievement level which includes an EarthCheck Evaluate Rating Achievement Logo and an EarthCheck Evaluate Certificate. www.earthcheck.org ĥĥ QUEENSLAND VISITOR INFORMATION CENTRE ACCREDITATION Accredited Visitor Information Centres (VICs) play an important role in Queensland's tourism industry. They make a significant economic contribution to tourism, particularly in regional areas, by providing information to visitors that encourages them to stay longer, spend more money, experience more attractions and revisit. VICs also create significant social benefits, as many rely heavily on a volunteer workforce and operate as an important community facility. To raise the standard of information provision and acknowledge genuine visitor information providers, accreditation programs or policies have been developed across Australia and a yellow on blue italicised 'i' symbol has been trademarked to distinguish visitor information providers who achieve these standards. www.teq.queensland.com ĥĥ ECO CERTIFICATION Eco-certification is mandatory for tour operators conducting business within National Parks. Exclusive benefits such as extended license terms and exclusive access is offered by the Queensland Parks and Wildlife Services (QPWS) and Great Barrier Reef Marine Park Authority (GBRMPA) for eco-certified tour operators. The ECO Certification logo is a globally recognised brand which assists travellers to choose and experience an authentic tour, attraction, cruise or accommodation that is environmentally, socially and economically sustainable. The ECO Certification program assures travellers that certified products are backed by a strong commitment to sustainable practices and provides high quality nature-based tourism experiences. www.ecotourism.org.au CONTENTS
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    103TOURISM & HOSPITALITYCAREER GUIDE ACCREDITATION CARAVAN/ HOLIDAY PARK ĥĥ CARAVAN INDUSTRY ASSOCIATION OF AUSTRALIA – NATIONAL ACCREDITATION PROGRAM The Caravan Industry Association of Australia National Accreditation Program is an industry specific scheme to improve business standards for tourism businesses. To become an accredited business, caravan holiday parks must comply with certain standards, including legal compliance, environmental management, customer service, risk management and maintenance. These businesses display the ‘accreditation key’ to show that they are a Caravan Industry Association of Australia accredited business. www.caravanindustry.com.au ĥĥ CHINA READY & ACCREDITATION CERTIFICATE CHINA READY® is a Chinese Government and industry- endorsed quality service certification that equips businesses to welcome, understand and successfully engage with China and Chinese people, giving operators easier access to the world’s largest consumer market. The CHINA READY® Program has three distinct yet interdependent pillars. 1. Globally consistent Chinese cultural awareness and business training which enables products and service providers outside China to understand and effectively engage with Chinese customers; 2. Certification of businesses that meet the strict and professionalinternationalbestbusinesspracticecriteriaofthe CHINA READY® Program and awarding these oganisations use of the CHINA READY & Accredited Certification Trade Mark signifying the business provides products and services Chinese consumers can trust. 3. Marketing accredited businesses in China through CHINA READY’s influential official partners such as the multimedia networks of China’s government news agency, Xinhua International and China’s banking industry‑backed key credit card and payment transaction facilitator UnionPay International. www.chinareadyandaccredited.com ĥĥ STAR RATINGS AUSTRALIA Star Ratings are a mark of quality, determined by more than 200 criteria that have been ranked by Australian travellers. Star Ratings are awarded to operators within six distinct accommodation categories: Hotels, Motels, Serviced Apartments, Hosted Accommodation, Caravan-Holiday Parks and Self Catering properties. Properties that voluntarily hold themselves to independent quality standards are reviewed once every three years. This cycle reflects industry best practices for ‘soft’ and ‘hard’ property refurbishments and is supported by an exclusive Travellers Rating powered by millions of online guest reviews from websites in 45 different languages. www.starratings.com.au ĥĥ NATIONAL ACCOMMODATION, RECREATION AND TOURISM ACCREDITATION National Accommodation, Recreation and Tourism Accreditation (NARTA) was establishedto raise standards inthe accommodation, recreation and tourism sectors that primarily deal with the outdoors, group experiences and outdoor education programs. The accreditation package allows operators to gauge their compliance with industry and public expectations. www.narta.org.au ĥĥ INTERNATIONAL CUSTOMER SERVICE STANDARD The International Customer Service Standard (ICSS) certification program is designed to enhance service standards in private sector, not-for-profit and government organisations. Customer service management is critical for a business and requires organisations and individuals to continually improve their skills to achieve peak levels of performance. The Customer Service Institute of Australia (CSIA) can conduct an independent assessment of the service standards and systems. www.csia.com.au CONTENTS
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    104 QUEENSLAND TOURISMINDUSTRY COUNCIL HINTS&TIPS ĥĥ SOME QUESTIONS YOU NEED TO ASK ĥĥ HOW TO SUCCEED IN YOUR STUDIES ĥĥ HOW TO GET THAT JOB ĥĥ FINANCIAL ASSISTANCE OPTIONS FOR STUDENTS ĥĥ USEFUL WEBSITES CONTENTS
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    105TOURISM & HOSPITALITYCAREER GUIDE HINTS & TIPS Before you enter into a new course or training program, you may like to consider these questions. ĥĥ Have I considered the costs? ©© How much does the course or training program cost? ©© Are there out-of-pocket expenses (e.g. text books, uniforms, chef knives, computer, printing, transportation, etc.)? ©© Must I pay up-front or can I pay in instalments? ©© Does the course or training program qualify for HECS- HELP, VET FEE-HELP, FEE-HELP, or other loans? ©© Can I receive government assistance? ©© Are there scholarships available to me? ©© Am I eligible? ©© What are the entry requirements? ©© Do I need prior qualifications? ©© Can I receive recognition of prior learning (RPL)? ©© Can I get the right support I need to succeed in the course or training program? ©© Can I receive credits for prior study, training or qualifications? ĥĥ What does studying involve? ©© Do I know the course or training program commencement, census date or completion dates? ©© What is the learning style (lectures, tutorials, practicals, work placement, online learning or seminars)? ©© Do I need to use my personal equipment or will the course provide me with access to what I need? ©© Will the course or training program provide learning support, if I need it, and what does that involve? ©© What is the course or training program size and does it suit me? ©© Is the course or training program practical or academically focussed? ©© Must I attend every class and what happens if I miss one? ©© Are the teaching staff or lecturers qualified with relevant and up-to-date industry experience? ©© What amenities are available on campus and do I see myself learning there? ©© Are there opportunities for part-time study or residential placements? SOME QUESTIONS YOU NEED TO ASK CONTENTS
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    106 QUEENSLAND TOURISMINDUSTRY COUNCIL HINTS & TIPS HOW TO SUCCEED IN YOUR STUDIES ĥĥ P.A.S.S T.HA.T! Some tips and suggestions to help you PASS THAT course or training program. PLAN YOUR STUDY SCHEDULE: Use a calendar to note your assessment dates at the start of semester and keep track of when assessments are due. Plan your weeks in advance so you know when important events and meeting are happening. ATTEND ORIENTATION: Visiting your campus on orientation day gives you a feel for campus life and allows you to sign up to any clubs, societies or sporting teams. You can also attend information sessions that help you with your study. SCHEDULE TIME TO SLEEP: Stay active but ensure that you get an adequate amount of sleep. Lack of sleep can greatly impact your studies. SIGN UP: Join any clubs, societies and sporting teams where you may share a common interest. These interest groups are an excellent way to make friends, understand your industry better and make contacts. TAKE NOTES: Keep track of important notes and information from your course as well as collecting hints and tips from other students and trainers, lecturers and mentors. When you’re feeling the pressure, refer to your notes and go over those points to ensure you’re following the best path towards study success. HAVE A BALANCE: Make time to balance your study, leisure and work time. Take time off from study to enjoy the student life with your friends. Don’t commit to too much part-time work as you will not have enough time for study. Ensure you are eating healthy, balanced meals and drinking plenty of water. Taking care of yourself will help you stay on top of your studies. Getting sick can mean missing important deadlines. ASK QUESTIONS: Don’t be afraid to talk to the teaching staff on your campus. They have a lot of experience and can help you with any study or employment concerns. TAKE ADVANTAGE OF OPPORTUNITIES: Your campus and trainers or lecturers will be able to help identify relevant volunteering, mentoring, work experience and internship opportunities. Make sure you follow your course’s social media account or emailing list to be in the know. Content used with permission from the Australian Council for Private Education and Training (ACPET). CONTENTS
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    107TOURISM & HOSPITALITYCAREER GUIDE ĥĥ Job searching Research the job and organisation. ©© Find out what the organisation does, how they operate, recent achievements, major changes or projects. ©© Call the recruiter and have a discussion about what they’re looking for in an applicant. Hopefully they will remember you when you submit your application. Don’t get discouraged! Job searching can take time and you may face setbacks and rejections before securing a position. Maintain your network. Many jobs in the hospitality and tourism industry are found through industry contacts, not job sites. ĥĥ Preparing for an interview Prepare answers for common interview questions, such as: ©© Tell me about yourself ©© Why are you interested in this job/organisation? ©© What is your greatest strength/weakness? ©© What do you know about our company? ©© How have you handled difficult or stressful situations in your current job? ©© What are your achievements to date? Use the STAR method to prepare for such interview questions: ©© S – Situation, set the scene, what happened ©© T – Task/Target, what was required of you, when, where, who ©© A – Action, what you did, skills used, behaviours, characteristics ©© R – Result/outcome, what happened in the end? Prepare questions to ask the interviewer to show you’re well prepared and interested in the role. Dress appropriately. Research the company and their dress code and dress to match. If you’re unable to find out, ensure you look neat and smart. Know where your interview is going to be, and make sure you have plenty of time to travel. Arrive 10 minutes early so you can calm down and gather your thoughts. ĥĥ Be resume ready A resume is a summary of your experience, education and skills. Usually one or two pages in length, resumes are used by employers to find out about a job applicant. Recruiters only need 20 seconds to assess your resume, so make it stands out, is easy to read and uses action and key words to get their attention. Keep your resume current and up to date. Use spell check and get a family member or friend to look over it to ensure it is clear and well written. Make sure you include the following information: ©© Personal details including name and contact information ©© Key skills – e.g. time management, analytical, communication ©© Work history, relevant experience and achievements ©© Education HOW TO GET THAT JOB HINTS & TIPS CONTENTS
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    108 QUEENSLAND TOURISMINDUSTRY COUNCIL HINTS & TIPS FINANCIAL ASSISTANCE OPTIONS FOR STUDENTS ĥĥ HECS-HELP HECS-HELP is a student loan scheme for eligible Commonwealth supported students to defer their student contribution and repay it later through the taxation system. Eligibility criteria include: ©© Be studying in a Commonwealth supported place ©© Be an Australian citizen ©© Be New Zealand Special Category Visa holder ©© Be a permanent humanitarian visa holder ©© Be enrolled in each unit at your university by the census date www.studyassist.gov.au/sites/studyassist/helppayingmyfees/ hecs-help/pages/hecs-help-welcome ĥĥ ABSTUDY Abstudy assists with tuition costs for Aboriginal and Torres Strait Islander Australians who are studying or undertaking an Australian apprenticeship. www.humanservices.gov.au/customer/services/centrelink/ abstudy ĥĥ AUSTUDY Austudy provides financial support to full-time students and Australian Apprentices aged 25 years or older, studying full-time in an approved course at an approved educational institution, or undertaking a full-time Australian Apprenticeship or traineeship. www.humanservices.gov.au/customer/services/centrelink/ austudy ĥĥ FEE-HELP FEE-HELP is a loan scheme that assists eligible fee-paying students, enrolled at an eligible FEE-HELP higher education provider, to pay all or part of their tuition fees for eligible units of study. It cannot be used for additional costs such as accommodation or text books. www.studyassist.gov.au/sites/studyassist/helppayingmyfees/ fee-help/pages/fee-help ĥĥ VET FEE-HELP VET FEE-HELP is a loan scheme available to assist eligible students studying higher level vocational education and training (VET) qualifications to pay their tuition fees. Higher level VET qualifications are at the diploma level and above, as well as a limited number of Certificate IV qualifications. VET FEE-HELP can be used to pay all or part of an eligible student’s tuition fees. It cannot be used for additional costs such as accommodation or text books. www.studyassist.gov.au/sites/studyassist/helppayingmyfees/ vet-fee-help/pages/vet-fee-help ĥĥ YOUTH ALLOWANCE In an education context, the Youth Allowance provides financial support forpeople aged 16 to 24 years who are studying full-time, undertaking a full-time Australian Apprenticeship, or training. Eligibility criteria include: ©© 16 to 21 years old and undertaking approved activities ©© 18 to 24 years old and studying full-time ©© 16 to 24 years old and undertaking a full‑time Australian Apprenticeship www.humanservices.gov.au/customer/services/centrelink/ youth-allowance ĥĥ SCHOLARSHIPS Scholarships can be awarded on financial needs, academic achievements, rural living or Indigenous backgrounds. Contact your educational institution for more details on potential scholarships available to you. CONTENTS
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    109TOURISM & HOSPITALITYCAREER GUIDE ĥĥ Australian Apprenticeship Support www.apprenticeshipsupport.com.au ĥĥ Australian Government Study Assist www.studyassist.gov.au ĥĥ CRICOS For International Students www.cricos.education.gov.au ĥĥ Department of Education and Training Myskills www.myskills.gov.au Job Guide www.education.gov.au/job-guide Jobactive www.jobsearch.gov.au Job Ready www.jobready.com.au Myfuture www.myfuture.edu.au ĥĥ Queensland Curriculum and Assessment Authority www.qcaa.qld.edu.au ĥĥ Queensland Tertiary Admissions Centre 1300 GO QTAC (1300 467 822) www.qtac.edu.au ĥĥ Reading and Writing Hotline 1300 6 555 06 www.readingwritinghotline.edu.au ĥĥ Skills Road www.skillsroad.com.au ĥĥ Training Queensland www.training.qld.gov.au ĥĥ Training Ombudsman www.qld.gov.au/education/training USEFUL WEBSITES HINTS & TIPS CONTENTS
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    110 QUEENSLAND TOURISMINDUSTRY COUNCIL Experience Development Specialist Indigenous Tourism Development Mentor Urban & Regional Planner Destination Manager Tourism Development Officer Specialist Guide Tour Operator Tour Guide Ride Operator Wildlife Education Officer Activities Coordinator Wildlife Curator Adventure Activities Instructor Guest Service Attendant Wildlife Attendant Ranger International Travel Consultant Booking Agent Domestic Travel Consultant Visitor Information Volunteer Business/Corporate Travel Consultant Visitor Information Officer Wholesale Travel Consultant Sales Reservation Agent Workforce Planning Manager Store Manager TOURISM DEVELOPMENT ATTRACTIONS & ADVENTURE INFORMATION SERVICES & SALES CAREER OPPORTUNITIES: TOURISM CONTENTS
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    111TOURISM & HOSPITALITYCAREER GUIDE Sports and Recreation Manager Engineering and Maintenance Entertainer Deckhand Conference Manager Customs Officer Gaming Attendant Coxswain Stage Management Technician Driver (Car, Taxi, Bus, Charter) Event Coordinator Flight Attendant Function Host Train Crew Audio Technician Traffic Controller Caterer Network Controller Gaming Supervisor Skipper/Master Lighting Technician Ground Handler Event Assistant Pilot Catering Assistant Train Driver Venue Coordinator Airline Passenger Officer EVENTS & ENTERTAINMENT TRANSPORT&INFRASTRUCTURE Accountant Marketing Officer Human Resources Officer IT Support Technician Web Developer Education Related Officer Creative Industries Sustainability and Environment Related Officer Security Officer Emergency Personnel ASSOCIATED OCCUPATIONS The Career Opportunities diagrams outline the roles and employment opportunities in tourism and hospitality. Readers of the guide are reminded that this information is indicative only. CONTENTS
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    112 QUEENSLAND TOURISMINDUSTRY COUNCIL Area Supervisor Housekeeper Receptionist Porter Night Auditor Concierge Guest Service Agent Chef de Partie Cook Executive Chef Commis Chef Kitchen Manager Demi Chef Kitchenhand Sous Chef Baker Mixologist Bar Attendant Floor Supervisor Wait Staff Glass/Food Runner Maître d' Cashier Sommelier Barista Accommodation Manager Department Manager General Manager Restaurant Manager Restaurant Manager ACCOMMODATION KITCHEN CAREER OPPORTUNITIES: HOSPITALITY FRONT OF HOUSE The Career Opportunities diagrams outline the roles and employment opportunities in tourism and hospitality. Readers of the guide are reminded that this information is indicative only. CONTENTS
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    113TOURISM & HOSPITALITYCAREER GUIDE NOTES CONTENTS
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    114 QUEENSLAND TOURISMINDUSTRY COUNCIL NOTES CONTENTS
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    115TOURISM & HOSPITALITYCAREER GUIDE Preface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ii Government Acknowledgement. . . . . . . . . . iii Acknowledgement. . . . . . . . . . . . . . . . . . . . . . . . . . . . v Contents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 ACCOMMODATION Accommodation Manager. . . . . . . . . . . . . . . . . . 5 Department Manager. . . . . . . . . . . . . . . . . . . . . . . 6 Porter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Concierge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Guest Service Attendant. . . . . . . . . . . . . . . . . . . . 8 Housekeeper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 FOOD & BEVERAGE Chef. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Cook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Baker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Bar Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Barista. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Wait Staff. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 EVENTS & ENTERTAINMENT Event Coordinator. . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Venue Coordinator. . . . . . . . . . . . . . . . . . . . . . . . . . 22 Audio Technician. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Lighting Technician. . . . . . . . . . . . . . . . . . . . . . . . . . 23 Stage Management Technician. . . . . . . . . . . 23 Public Relations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Caterer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Entertainer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Gaming Worker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 TOURISM SPECIALISATIONS Ecotourism. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Marine Tourism. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Agritourism. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Cultural Tourism. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 ATTRACTIONS & ADVENTURE Tour Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Tour Operator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Museum Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Adventure Activities Instructor. . . . . . . . . . 37 Guest Service Attendant. . . . . . . . . . . . . . . . . . . 40 Ride Operator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Wildlife Education Officer. . . . . . . . . . . . . . . . . 42 Wildlife Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . 43 INFORMATION SERVICES & SALES Visitor Information Officer. . . . . . . . . . . . . . . . 45 Travel Consultant. . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 TRANSPORT & INFRASTRUCTURE Pilot. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Flight Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Airline Passenger Officer. . . . . . . . . . . . . . . . . . 51 Traffic Controller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Ground Handler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Driver. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Train Driver. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Train Crew. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Network Controller. . . . . . . . . . . . . . . . . . . . . . . . . 55 Deckhand. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Coxswain. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Customs Officer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Engineering and Maintenance. . . . . . . . . . . . 59 TOURISM DEVELOPMENT Urban and Regional Planner. . . . . . . . . . . . . . 61 Destination Manager. . . . . . . . . . . . . . . . . . . . . . . 62 Tourism Development Officer. . . . . . . . . . . . 63 Indigenous Tourism Development Mentor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Workforce Planning Manager. . . . . . . . . . . . 64 ASSOCIATED OCCUPATIONS Human Resources Officer. . . . . . . . . . . . . . . . . 67 Accountant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Business Development Manager. . . . . . . . . 69 Personal Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . 70 IT Support Technician. . . . . . . . . . . . . . . . . . . . . . . 70 Software Developer. . . . . . . . . . . . . . . . . . . . . . . . . 71 Marketing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Photographer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Multimedia Developer. . . . . . . . . . . . . . . . . . . . . . 74 Graphic Designer. . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Web Designer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Industrial Designer. . . . . . . . . . . . . . . . . . . . . . . . . . 76 Architect. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Sustainability Consultant. . . . . . . . . . . . . . . . . . . 77 Environmental Researcher. . . . . . . . . . . . . . . . 77 Nature Conservation Officer. . . . . . . . . . . . . 78 Landscape Gardener. . . . . . . . . . . . . . . . . . . . . . . . 78 Lecturer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Vocational Education Trainer. . . . . . . . . . . . . 79 Security Officer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Emergency Personnel. . . . . . . . . . . . . . . . . . . . . . 81 TERTIARY EDUCATION Hospitality Jobs Roles. . . . . . . . . . . . . . . . . . . . . . 83 Tourism Jobs Roles. . . . . . . . . . . . . . . . . . . . . . . . . . 84 Event Job Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Gateway Schools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Higher Education. . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 AWARDS & RECOGNITION Queensland Tourism Awards. . . . . . . . . . . . . . 91 QTIC Salute to Excellence Award. . . . . . . 92 QTIC Prize for Innovation in Tourism. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Australian Tourism Awards. . . . . . . . . . . . . . . . . 93 WorldSkills Australia. . . . . . . . . . . . . . . . . . . . . . . . 93 Queensland Training Awards. . . . . . . . . . . . . . 93 Australian Training Awards. . . . . . . . . . . . . . . . . 94 Nestle Golden Chef's Hat Award. . . . . . . . 94 Gold Coast Young Entrepreneurs. . . . . . . . 94 Queensland Young Achiever Awards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 The Hostplus Hospitality Scholarship. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 LICENSING Licensing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 ACCREDITATION Accreditation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 HINTS & TIPS Some Questions You Need to Ask. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 How to Succeed in Your Studies. . . . . . . 106 How to Get That Job. . . . . . . . . . . . . . . . . . . . . . 107 Financial Assistance Options for Students. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 Useful Websites. . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 Career Opportunities: Tourism. . . . . . . . . 110 Career Opportunities: Hospitality. . . . . 112 INDEX CONTENTS
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    116 QUEENSLAND TOURISMINDUSTRY COUNCIL CONTENTS
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    117TOURISM & HOSPITALITYCAREER GUIDE QUEENSLAND TOURISM INDUSTRY COUNCIL The Voice of Tourism  Level 11, 30 Makerston Street, Brisbane  PO Box 13162, George Street, QLD 4003  info@qtic.com.au •  07 3236 1445 •  qtic.com.au    ĥĥ Follow QTIC on social media: CONTENTS
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