Module 1. Getting into the Travel, Tour, Cruise Ship or Airline Industry
Topic 1: Welcome to the tourism industry
Topic 2: Introduction to the tourism industry
Topic 3: Types of travel services
Topic 4: Industry Terminology
Topic 5: Tourism contacts and services
Topic 6: What does it take to break into the industry
Topic 7: Current issues in Tourism
Topic 8: Legal and ethical issues
Topic 9: Updating your tourism industry knowledge
Topic 10: Getting started with Galileo viewpoint
Topic 11: Module summary

Module 2. Tourism Destinations: Domestic and International
Topic 1: The world of tourism destinations
Topic 2: Understanding destinations
Topic 3: Sourcing information
Topic 4: Providing information
Topic 5: Australian tourism destinations
Topic 6: Sample portfolio entry
Topic 7: International tourism destinations
Topic 8: Client profiles with Galileo viewpoint
Topic 9: Module summary

Module 3. Tourism Brochures and Timetables
Topic 1: How the industry is structured
Topic 2: Industry and booking terminology
Topic 3: Product information
Topic 4: Packaged products
Topic 5: Accessing and interpreting product information
Topic 6: Reservation procedures
Topic 7: Module summary

Module 4. Travel Agency Operations
Topic 1: Travel agency overview
Topic 2: Agency documentation
Topic 3: Registers, sales returns, passports and visas
Topic 4: Travel advice
Topic 5: Examples of agency correspondence
Topic 6: Module summary

Module 5. Airport and Airline Operations
Topic 1: Introduction
Topic 2: Aircraft manufacturers
Topic 3: Overview of airline operations
Topic 4: The Airlines
Topic 5: Airport terminals
Topic 6: Customs regulations, duty
Topic 7: Tourist refund scheme (TRS)
Topic 8: Airline classes of service
Topic 9: Aviation security and fitness to travel procedures
Topic 10: Using Galileo—finishing the booking
Topic 11: Module summary

Module 6. Airline Check-in and Arrival Procedures
Topic 1: Introduction
Topic 2: Glossary of
Topic 3: Domestic check-in procedures
Topic 4: International check-in procedures
Topic 5: Overbooking/lost baggage/delayed departures
Topic 6: Baggage allowances
Topic 7: Seating
Topic 8: Passenger care
Topic 9: Arrival procedures
Topic 10: Galileo viewpoint—price itinerary
Topic 11: Module summary

Module 7. Putting Together Package Holidays
Topic 1: Holiday packages & products overview
Topic 2: The accommodation product
Topic 3: Car rental
Topic 4: Package holidays
Topic 5: Recording details
Topic 6: Travel insurance
Topic 7: Shopping for fares in galileo viewpoint
Topic 8: Module summary

Module 8. Preparing Holiday Itineraries and Quotes
Topic 1: Itinerary preparation
Topic 2: Determining costs
Topic 3: Quotes and invoices
Topic 4: Commissions and markups
Topic 5: Currency conversions
Topic 6: Updating and ammending quotes
Topic 7: Module summary

Module 9. Australian Fares and Ticketing
Topic 1:Introduction to domestic airfares
Topic 2: Schedules and tariff guide
Topic 3: Baggage allowances
Topic 4: Airport and on board facilities
Topic 5: Normal airfares
Topic 6: Children and infant fares
Topic 7: Route codes
Topic 8: Government taxes, fees & charges
Topic 9: Airfare calculations
Topic 10: Mixed class airfare calculation
Topic 11: IATA normal ticketing (ETKT)
Topic 12: Promotional airfares
Topic 13: IATA promotional ticketing
Topic 14: Module summary

Module 10. International Fares and Ticketing I (IATA I: Part 1)
Topic 1: International airfares
Topic 2: World schedules guide
Topic 3: International fares
Topic 4: Fare calculations
Topic 5: The mileage system
Topic 6: Taxes and government charges
Topic 7: IATA ticketing
Topic 8: Module summary

Module 11. Ticketing Promotional Fares and Package Holidays (IATA I: Part 2)
Topic 1: Introduction to promotional tariff
Topic 2: Introduction to promotional airfares
Topic 3: Australia domestic fare
Topic 4: Australia to UK/Europe one-way excursion fare-rule
Topic 5: Australia to UK/Europe
Topic 6: Australia to Asean/Hong Kong/ Taiwan one-way fare
Topic 7: Australia to Asean/Hong Kong/Taiwan return fare
Topic 8: Australia to New Zealand
Topic 9: Australia to USA/Canada/ Mexico
Topic 10: Australia to USA/Canada/ Mexico
Topic 11: Promotional fare ticketing
Topic 12: Module summary

Module 12. Control Reservations or Operations using a Computerised System (CRS)
Topic 1: Introduction to VIASINC GDS
Topic 2: Your online learning program
Topic 3: Getting started online
Topic 4: Module summary

Module 13. International Fares and Ticketing II (IATA II)
Topic 1: Travel limitations
Topic 2: Industry add-ons
Topic 3: Return journeys
Topic 4: Types of journeys
Topic 5: Round the world journeys (RTW)
Topic 6: Multiple fare break points
Topic 7: Construction of fares via different classes of travel
Topic 8: Pre-paid ticket advice (PTA)
Topic 9: Module summary

Module 14. Tourism Promotion and Sales
Topic1: Meeting and greeting customers
Topic 2: Qualifying the customer
Topic 3: Making recommendations
Topic 4: Handling and overcoming objections
Topic 5: Selling additional services
Topic 6: Closing the sale
Topic 7: Follow up after the sale
Topic 8: Module summary

Module 15. Excellence in Customer Service
Topic 1: Introduction
Topic 2: The customer
Topic 3: Customer expectations
Topic 4: Selling the tourism product
Topic 5: Questioning techniques
Topic 6: Professional telephone behaviour
Topic 7: Recommending the right tourism product
Topic 8: Selling additional products
Topic 9: Follow up activities
Topic 10: Handling objections
Topic 11: Dealing with conflict and customer complaints
Topic 12: The importance of teamwork
Topic 13: Problem areas
Topic 14: Module summary

Module 16. Getting a Job in a Travel Agency or with the Airlines
Topic 1: Tourism vacancies and where to find them
Topic 2: What employers are looking for
Topic 4: Analysing advertisements—what do employers want?
Topic 5: Applying for the jobs
Topic 6: Preparing for the interview
Topic 7: Interview essentials
Topic 8: Evaluation of your interview
Topic 9: Module summary