Tourism & Hospitality Career Guide 2019 - 2020 Ministers' and CEO Disclaimer Messages In our role as ‘The Voice of ’, QTIC also serves While every care has been taken to ensure the accuracy as the industry intelligence provider for Queensland's of the content within this document, QTIC acknowledges tourism and hospitality sectors. We advocate on that information about qualifications, job roles and workforce challenges, guiding government policy and helpful resources may change following the release of influencing public funding for training. this guide (December 2018).

This guide has been developed to showcase occupations © 2018 Queensland Tourism Industry Council required to deliver services associated with the tourism This publication was produced by the Queensland and hospitality sectors. The guide includes occupations Tourism Industry Council (QTIC), the peak industry body that are both directly and indirectly related to the for tourism in Queensland. QTIC is a private sector, tourism industry. Occupations within the tourism and membership-based organisation which, since 2001, hospitality sectors are varied and this document serves has worked to influence and shape the state’s tourism to highlight a portion of related roles. business environment that directly contributes $25 billion to Queensland’s economy and employs more than There has never been a better time to launch a career in tourism. We are Choosing the right path towards a Included within this guide are career progression 217,000 people. attracting a record number of visitors both from interstate and around the career can be daunting and a challenge, diagrams and organisation charts outlining the potential world which means there are many fantastic opportunities for exciting and not least for a young person. To help pathways connected with roles and employment diverse careers in tourism that can take you anywhere in the world. make things easier this guide aims www.qtic.com.au to provide useful information on the opportunities in tourism and hospitality. Readers of the Tourism is a $25 billion industry in Queensland that supports over 217 000 jobs. broad and varied opportunities on offer guide are reminded that these diagrams and pathways More importantly, the sector is growing and it is forecast that there will be in a dynamic sector of the economy: are indicative only and should be viewed as part of 20 000 new jobs created in the industry by 2020. tourism and hospitality. A successful the many opportunities available within tourism and career is made up of many aspects: hospitality employment and career growth. This is why the Queensland Government invests $40 million every year to get financial reward, job satisfaction, people the skills they need to build a career in the sector. life-work balance, work environment, We encourage enquiries, comments and requests for advancement opportunities and more. information from teachers, career advisors, students, With $14 billion in private investment planned for the tourism sector, there is Many of us also seek to work in an job seekers, employers and industry representatives. We huge potential to work in tourism and there are more jobs on offer than you may environment that allows us to broaden look forward to connecting with future representatives imagine - marketing and digital media, graphic design, finance and accounting, our own horizons, engage with people of Queensland’s tourism industry and we will aim technology, tour guides, pilots, flight attendants, deck hands, cruise attendants, and contribute to a brighter future in to provide practical support and encouragement and event management, hospitality and agents. some meaningful way. throughout your journey. You can see just how varied these roles are by looking at the tourism With the information provided in professionals who are part of the Young Tourism Leaders program at this guide – including the stories of www.youngtourismleaders.qld.gov.au. current professionals – we’re hoping to encourage you to consider how you We encourage you to make the most of the Queensland Tourism Industry Council could thrive in a tourism career. The Career Guide to discover the jobs and education and training pathways that can range of career opportunities created help you build a successful, lifelong career in tourism where the possibilities are by a rapidly growing tourism industry endless. is impressive. The potential for a motivated person to find an exciting, varied and future-proof career path The Hon Kate Jones MP The Hon Shannon Fentiman MP through tourism should be reassuring for any person looking for training and Minister for Innovation and Minister for Employment and Small employment – and for their parents. Tourism Industry Development and Business and Minister for the Commonwealth Minister for Training and Skills The success of tourism depends on Games Development creative, innovative and committed staff, entrepreneurs and operators. We hope this guide will open up a world of possibilities for you and you will become part of the future of tourism.

Daniel Gschwind

QTIC Chief Executive Officer

II III Department of Innovation, Tourism Industry Development and the Acknowledgement Commonwealth Games Tourism is an important driver of the Queensland economy – a $25 billion industry creating jobs, attracting investment and sustaining communities. The Department of Innovation, Tourism Industry Development and the Our Supporters Commonwealth Games promotes the long-term growth of the tourism industry by facilitating a strategic whole- The Queensland Tourism Industry Council (QTIC) would In particular we wish to recognise the financial of-government approach to planning and investment in the State’s tourism infrastructure, assets and products and like to acknowledge the assistance and contributions support received from the Queensland Government; the coordination and leveraging of major events to generate jobs. Advancing Tourism 2016-20 is the Queensland received from our industry and government partners the Department of Innovation, Tourism Industry Government’s plan to capitalise on the opportunity afforded by the unprecedented growth in tourism to increase listed below. Development and the Commonwealth Games and market share and boost tourism jobs. For more information visit www.ditid.qld.gov.au the Department of Employment, Small Business and Training.

Young Tourism Leaders Program Special thanks to the government for the information provided through Job Outlook for the development of Over 20,000 new jobs are expected to be needed by Queensland’s tourism industry by 2020 so there’s never been this guide. a better time to consider a career in tourism. Job opportunities range far and wide to include media and marketing specialists, graphic designers, business managers, developers, hospitality roles, tour guides, pilots, cruise industry jobs, finance specialists, travel agents and event managers.

The Young Tourism Leaders program shows what an amazing, lifelong career you can have in the tourism industry. Our Leaders have found success in the tourism industry, have a wealth of knowledge, experience and advice, and are keen to share the stories of their career journey. They can help you understand the diverse and exciting opportunities a career in tourism offers and have great tips and advice to help you get a foot in the door. Meet our Young Tourism Leaders at www.youngtourismleaders.qld.gov.au

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 gateway to industry schools regional tourism organisations, industry and commercial food, wine and tourism 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.queensland.com

IV V Queensland's Tourism Industry National Tourism is an important contributor to Queensland’s economy, and is experiencing sustained growth in international and domestic visitation and expenditure. With a reputation for world-class islands and beaches, awe-inspiring Austrade natural encounters and friendly locals, the Queensland tourism industry requires motivated and enthusiastic Austrade’s role is to advance Australia's international trade and education, investment, people to join one of the fastest growing global industries. and tourism interests by providing information, advice and services to Australian businesses, education institutions, tourism operators, governments and citizens.

A Snapshot of Tourism in Queensland¹ Tourism Australia

Tourism contributes $12.8 Billion directly 9.1% of all people employed in Queensland Tourism Australia is the Australian Government agency responsible for attracting to Queensland’s economy and a further are either directly or indirectly within the international visitors to Australia, both for leisure and business events. Its purpose is $12.5 billion indirectly. tourism industry to increase the economic benefits of tourism to Australia.

China is Queensland’s fastest growing State Over 25.6 million domestic and international market, as well as India, Korea, international overnight visitors come to Taiwan and Hong Kong Queensland Government Department of Innovation, Tourism Industry Queensland each year Development and the Commonwealth Games International visitation ↑4.6% The Department of Innovation, Tourism Industry Development and the Commonwealth Queensland has 5 international airports (with international expenditure ↑11.5% Games is responsible for leading the development of Queensland’s tourism industry providing direct global access: Brisbane, to make Queensland a tourism destination. Cairns, Sunshine Coast, Gold Coast Domestic visitation ↑3.1% and Townsville. (with domestic expenditure ↑12.5% Tourism and Events Queensland

Who’s who in the Queensland Tourism Industry? Tourism and Events Queensland (TEQ) is a statutory body of the Queensland Government and the state's lead marketing, destination and experience development and major events agency.

Tourism Queensland Tourism Industry Council Operators The Queensland Tourism Industry Council (QTIC) is the peak private sector, membership-based industry body for tourism in Queensland. QTIC represents the interests of the tourism and across the State. Regional Tourism Regional Organisations (RTOs) Regional

Regional Tourism Organisations (RTOs) Queensland’s 13 RTOs Queensland Government Queensland Brisbane Marketing Department of Tourism and The State’s Regional Tourism Organisations (RTOs) are Tourism Innovation, Events usually private sector, membership-based bodies that Bundaberg Tourism State Industry Tourism Industry Queensland Council play a role in marketing and developing destinations, and Capricorn Enterprise Development (TEQ) (QTIC) coordinating the efforts of industry, local government Fraser Coast Tourism and Events and the Commonwealth and the community to grow tourism. Gladstone Area Promotion & Development Ltd Games (DITID) Destination Gold Coast Mackay Tourism Ltd Tourism Outback Queensland Tourism Association Austrade Australia National Southern Queensland Country Tourism Visit Sunshine Coast Townsville Enterprise Tourism Tropical North Queensland Tourism Research Australia. NVS & IVS. Year Ending September 2018. Tourism Whitsundays

VI VII Skills in Demand Skills in Demand

With international and domestic visitor arrivals growing, increased business and leisure events, and new major 1.1 Importance of Chefs and Cooks to the Tourism and Hospitality Industry infrastructure developments, the tourism industry is expanding its labour opportunities. Tourism and hospitality offers a diverse range of career opportunities, where employees can demonstrate and expand their highly desirable The , cafes, and where visitors consume their food and beverages create memorable experiences. customer focused and technical skills. Queensland’s culinary scene is infused with creative twists, fresh produce and wine regions to discover. Chefs and cooks are vital to ensuring that Queensland retains its reputation of providing quality food experiences for visitors The industry is currently experiencing staff shortages in some key areas. The importance of labour supply in this and the community. industry is critical to servicing visitors and delivering exceptional visitor experiences that showcase Queensland’s world-class attractions, natural wonders and friendly locals.

The following section describes some of these identified occupations that are in high demand to the industry. 1.2 Case Study

1. Chefs and Cooks Samuel Kuczynski Chef de Partie - The Emporium Hotel The demand for chefs and cooks in Queensland is increasing, with no signs of slowing down. This demand has driven a significant skill shortage and pressure on the industry. In December 2017, QTIC consulted with more than The last seven years of my career came through persistence 60 professional chefs and human resource managers from the Gold Coast and Cairns regions to identify current and the enjoyment of what I do and what I can create with challenges and develop strategies to alleviate the skill shortage and pressure on the industry. This Report on food. Since I was young, food has been my passion, not just Queensland’s Chef Shortage, prepared for the Department of Education and Training, identifies the challenges and eating it but preparing it too. When I finished high school I opportunities of the chef shortage. It is forecast that there will be an additional 15,400 jobs needs across Australia had no idea what I was going to do; back then hospitality by 2022². As at 24 November 2017, SEEK advertised 647 vacancies for Cooks and Chefs across Queensland. Of was not a common career of choice. Confused and without these vacancies, 62% were for full time positions, whilst 23.8% were casual and/or positions³. a job, I decided to do what I love most, cooking. I made a drastic decision and left my friends and family to start my apprenticeship in North Queensland, to this day I don’t Opportunities Benefits and Incentives regret my decision.

• Life-long career. • Travel. Being in hospitality is great because everyone is very close, it feels like I’m with my family even at my job. We • School-based trainees/apprentices and mature aged • Career progression. work with each other for many hours and we end up being apprentices available. closer than we think. Aside from the company, I also love • Express creativity. the ability to create new things and have the recognition of • Varying workplace opportunities – e.g. ski , island doing something amazing just by using my taste buds. This my first chef was very strict, but I look back on the years I , inner city, regional and remote, international • Universal skills. helps me broaden my knowledge of food, as mistakes are worked with him and he had taught me so much, things that career opportunities. always a learning curve to become better. help me now but also how to avoid common mistakes. • Active job. Skill development and continuous learning are essential • Fun and active lifestyle, sense of community within for a role in hospitality. Cleanliness, organisation, If you want to become a chef, don’t wait or think about it, if workplace and fellow colleagues. • Job security. communication, teamwork and speed are just a few skills you love food, if cooking at home makes you happy or even that have helped me get to where I am today. Knowledge just eating it, your passion will grow as you work. You have • Opportunity to travel and work. • Experience different cultures. comes to those who put the effort and interest; to this day to keep in mind that being a chef is not easy and requires I am still learning things I never thought of doing before. commitment. It may be hard at first but it’s worth every • Experience diversity. Listening to other people’s ideas is key to learning too; minute... and everyone loves a chef.

• Increasing shift flexibility.

• Endless opportunities.

For more information on chefs and cooks, please see page 33 and 34

² Department of Employment, 2017 ³ Chef Shortage: Industry Consultation, 2017. Report prepared for the Department of Education and Training

VIII IX 2. Hospitality Staff (front and back-of-house) 2.2 Case Study The continued growth of tourism, combined with generally strong economic conditions, is putting significant strain on the hospitality labour market – meaning now is a great time to find opportunities in hospitality! Jai Leighton Opportunities Benefits and Incentives Director of Beverage - The Star Gold Coast My background has always been in hospitality and The number one reason many in the industry – including • Life-long career with opportunities to progress. • Travel. entertainment. In fact, I was brought up around the circus, myself – love it so much is because of the people you get including the side show alleys, the amusement rides, and to meet and work with. Lifetime friendships, mentors, • Ability to travel and work – internationally, regional • Career progression. food vans. Throughout my 15 years of industry experience, supporters, ambassadors, networks – tourism and and city. I’ve worked for several global luxury hotel and casino hospitality opens the door to these and many more! • Diverse people interaction. groups, as well as a variety of privately-owned bars and Every day I get to work with social, friendly, and energetic • Varying workplace opportunities – e.g. restaurants restaurants, and have mostly held food and beverage people who are intelligent and come from many diverse and cafes, cinemas, bars, hotels, cruise lines, • Active job. roles. I learnt the basics working in front bars, lounge bars, backgrounds and walks of life – the learnings and self- casinos, resorts. restaurants, as a cleaner, and in retail before progressing development available from this alone are incredible. For • Universal skill. into food and beverage outlet leadership roles. example, we attract people who are studying hospitality • Active lifestyle. and/or tourism-related courses and have dreams to work • Increasing shift flexibility. An unforgettable experience that stands out was when I their way into supervisor or managerial positions in the • Sense of community within workplace and won Appetite for Excellence’s ‘Australian Young Waiter of industry – this is becoming more attractive at The Star fellow colleagues. • Career progression. the Year’ in 2007. It was a lifechanging opportunity because Gold Coast as we continue investing and growing our as part of the prize, I got to travel to Italy, the UK, and Japan range of offerings including luxury hotels, apartment- • Interaction with many people. • Endless opportunities. and gained a wealth of knowledge about my industry on a style accommodation, food and beverage outlets, global level. Another pivotal moment for me was when entertainment, and resort amenities. • Variety of workplaces. I took on a sales manager position with a major high-end international hotel brand and it was here that I broadened If you want to become part of the industry my For more information on hospitality staff, please see page X my skillset from pure operational hospitality to strategy recommendation is: do it! If you love working with people, and business development. and you are friendly and approachable, then start your career now. Remember, be your best-self always and be 2.1 Importance of Hospitality Staff to the Tourism and Hospitality Industry I believe in the lifelong learning and the importance of authentic – others will love it and so will you! professional development and ongoing education and training. Last year, I was proud to complete my Master of Similarly, to cooks and chefs, front and back of house hospitality staff are essential in providing a memorable Business Administration (MBA), which is an internationally- experience for residents and visitors. These jobs include and hotel managers, waiters, bartenders, recognised degree that has significantly helped develop baristas, and kitchenhands within hospitality and event occupations. Hospitality staff get to enjoy a fun, flexible and my skills and knowledge in business and management. active workplace where they can interact with many different people to ensure they have a great time whilst earning an income! I’m equally passionate about engaging with my industry peers and wanting to make a genuine difference in our growing sector. This has led me to voluntarily participate in a number of industry programs and committees. For example, I was selected by the Queensland Government to be part of its Young Tourism Leaders program where I help encourage young people to consider a career in the industry. I’ve also successfully become part of the Queensland Tourism Industry Council’s Tourism Indigenous Employment Champions Network, which supports and promotes Indigenous job and career opportunities in our sector through peer mentoring and relationship-building. Finally, last year I became a member of Restaurant & Catering Australia Queensland Council, and am looking forward to helping Queensland food service businesses achieve meaningful outcomes through this appointment.

X XI Skills in Demand Skills in Demand

3. Tour Guides 4. Digital Entrepreneurship There is no doubt that the world has changed due to recent technological advancements. In a short amount of time There is an increasing demand over the short to medium term for tour guides in Queensland. As engagement and technology has exploded, to the point that we can no longer imagine work and life without it. The same goes for the visitation to Queensland continues to increase, so too does the demand for trained guides to showcase Queensland. tourism and hospitality industry, where technology has rapidly changed the expectations of consumers. In regional areas of Queensland, tour guides are in notably high demand. This digital transformation has meant that technical roles within the digital space are highly desirable as the tourism Opportunities Benefits and Incentives and hospitality industry adopts the latest technological innovations.

• Working outside, doing enjoyable activities. • Travel. Opportunities Benefits and Incentives • Life-long career opportunities. • Flexibility. • Range of technical professions available including; • Ability to apply technical knowledge and skills to a fun and digital marketing experts, app developers, programmers, exciting industry. • Varying workplaces. • Connecting with people from different cultures automated technologies, mobile technologies, and big and backgrounds. data experts. • Technology is constantly changing, and so do roles in • Active lifestyle. technology and tourism. You will continue to update your • Creating lifelong friendships. • Express creativity, entrepreneurship and innovation. skills and learning. • Ability to travel and work – regional, city and internationally. • Making people happy and having fun. • Diverse roles that encompass all elements of the travel, • Flexibility – Ability to work from anywhere at anytime. tourism and hospitality industry. • Potential for rapid career advancement. 3.1 Case Study • Stability – although it is a relatively new industry, it is here to stay. Hirani Kydd - Savannah Guides 4.1 Importance of Digital and Tech Jobs to the Tourism and Hospitality Industry

My background is in zookeeping and since I was a kid, I’ve For anyone starting out in tourism I would say; get to know The latest user-friendly technology has become so entrenched into society that it is now an expectation of had trouble sitting still, so becoming a tour guide was a people, make friends and always keep learning. Groups consumers. This also applies to the tourism and hospitality industry, where there is a need to incorporate the latest natural progression for me. I’m currently a tour guide for like Savannah Guides provide the perfect platform for technologies to ensure user-friendly and seamless customer experience. This includes all facets of travel including Savannah Guides and I work mainly on Cape York and meeting people from diverse tourism backgrounds, not booking, sharing, marketing, and experiencing (e.g. virtual reality). This technology is continuously changing and tech through the Gulf Savannah regions of Queensland. I’ve just for learning skills. It's a big and lonely world if you skills are vital to the industry. been associated with Savannah Guides for nearly five never talk to people. years and this year I was lucky enough to be elected onto the Savannah Guides Board. 4.2 Case Study of any Information Technology position; understanding the problem and being able to provide different possible solutions is an important When I was starting out in guiding, I found I had a good trait to have. Issues arising are an everyday occurrence, knowing which knowledge base for natural history but was lacking in one is more critical and has a greater impact is necessary to target the Bor Kwok correct issues. terms of human history and in how to present what I knew; IT Manager – Next Hotels Savannah Guides and the network of other guides within it One of the things I enjoy most about working within the tourism was a fantastic way of improving that. and hospitality industry is the group of people I get to work with. As the IT manager of Next Hotels, I look after Sage Hotel on James In addition, serving people and seeing their satisfaction through a I am very happy to have found a job as a tour guide because Street and the corporate office based in Next Hotels Brisbane. smile makes our job even more satisfying. Furthermore, our industry now I get to show off the animals in the wild and the Despite what many people think, my day doesn’t exclusively consist is growing in terms of technology. Many hotels are adopting new on sitting in front of a computer. I regularly go into rooms to fix technologies such as tablets and smart phones which has sparked amazing places in the far North Queensland to people television connections, Apple Tv and to ensure the systems are the growth in positions related to information technology. who may have never seen anything like it. Secretly I also working properly. Due to the size of the hotel, this requires a lot of enjoy being able to subtly steer people towards a greater back end work and can be very demanding therefore, prioritizing If you would like to become part of the industry, I would tell you to not appreciation of the environment and the threats it faces. tasks is one of my daily responsibilities. be afraid; work hard and put all the effort. It is something different to Plus, I always joke that I get paid to go on holidays. the other industries, but it is certainly a lot of fun. Give it a go! I have had the opportunity to work with different industries, including drilling and mining, manufacturing and IT providers. This has given me a wide skill set such as, computer and network handling, working with PBX phone systems and managing staff. The policies and requirements have been different in each case which has only helped me expand my knowledge. Also, having the opportunity to work with people from different backgrounds has helped me improve my managerial skills. Furthermore, problem solving is an essential part

XII XIII Skills in Demand Skills in Demand

5. Business Capability Managers 6. Middle Managers

The fast-growing tourism, hospitality and events Opportunities Despite the oversupply of entry-level supervisors, there is a lack of middle managers across the state. As a middle industry, paired with the emergence of small and manager applicant, you must be able to look after an entire department or area and make sure the upper management medium enterprises (SME’s) has brought about a lack • Working with many departments within an enterprise. decisions are being implemented. You will be accountable for your department’s function including how effectively of business capabilities that applicants possess. These and efficiently they perform. You will have responsibility to meet and report key performance indicators (KPI’s) to can be defined as the skills and knowledge required to • Life-long career opportunities. the upper management. manage a business. Some of them are: • Ability to work directly with the owner of the company/ CEO/ , as well as communicate, manage • Use of technical systems such as databases and Opportunities Benefits and Incentives and instruct staff. software • Manage an entire department. • Help drive the growth of the company. • Management of operations (marketing, finance, Benefits and Incentives logistics, etc) • Autonomous role. • Skills development. • Help drive the growth of the company. • Skills management, referring to the management of • Life-long career opportunities. • Potential for rapid career advancement. teams and their knowledge (people management). • Ability to apply technical knowledge and skills to a fun and exciting industry. • Ability to work directly with the owner of the company/ • Stability – as there are opportunities to grow into CEO/ General Manager as well as manage staff. upper management. In addition, a business capability manager should be • Potential for rapid career advancement. able to solve problems, integrate internal and external • Interact with people from different background context and have innovative thinking. • Stability – by possessing knowledge in many different and cultures. areas of the business.

• Interact with people from different background and cultures. 6.1 Case Study 5.1 Case Study Amy Holt Tahlia Maloney Front Office Manager - Rydges South Bank Brisbane General Manager - Riverlife I attended the International College of Hotel Management and studied a Bachelor of Business (Hospitality Having a positive outlook and committing to things 100 Management) and Diploma of International Hotel percent have brought me to where I am today. Every time I Management. Alongside my studies I worked at Rydges was presented with an opportunity, I put all my effort into Adelaide as a casual Food & Beverage Attendant and later it. Putting my hand up at school to further myself, going to joined the Corporate Cadet Program at Rydges Adelaide. university, doing extracurricular activities and volunteering On completion of my Cadetship, I transferred to Rydges for work, were all vital steps to building who I am today and South Bank Brisbane into the role of Duty Manager. A year As part of my role I attend weekly meetings with upper bringing me into this role. The struggle of moving overseas Although being in the tourism and hospitality industry can later I moved into the Senior Duty Manager role and in May management and report on productivity, payroll, also contributed to building my character and helped me be hard work, specially because of the diversity of skills 2018 was promoted to Front Office Manager. occupancy and rate figures, profit, revenue and expenses. develop skills that I put into practice up to this day. that you need to develop, it is a great industry to be a part I provide feedback from these meeting to my team to of. I love what I do because my job is to make people happy As a Front Office Manager my key responsibility is to ensure keep them informed on hotel performance and key hotel One of these skills is having a positive outlook and not and there is something really special about that. I get to the smooth running of the hotel operations 24 hours a day, matters. As new policies or decisions are made in the hotel, getting disheartened when things are looking hard; as work with and for people from different backgrounds and 7 days a week. This includes facilitating the smooth arrival I create standard operating procedures and run training the General Manager of Riverlife, people rely on me that only make the experience better. and departure of hotel guests, large groups and VIPs, sessions for my staff to ensure they understand and can to make tough decisions on a daily basis. Being a true managing complaints when they arise and responding implement the new procedure, product or service. leader, having strong communication skills and building If you want to become part of the tourism and hospitality to guest feedback and reviews. I work closely with the genuine relationships are some other skills that have industry or want a career in this role, I recommend that you Housekeeping, Concierge and Reservations department My career goal is to be a General Manager within the helped me exceed in this role. However, it is not just start now, start gaining experience! No matter where you and manage the rostering of 23 staff. Because no two days next 5 years. I am happy to travel or move to a different about the soft skills, being in this position requires are in your career, there is always an opportunity for you are the same in a hotel, I often need to think on my feet. In location to advance in my career. In the meantime, I am understanding financial documents, spreadsheets to further yourself and gain more experience that will help addition, the management gives me the autonomy to make gathering as much knowledge and experience as possible and being able to make smart business decisions. you identify the path you want to take in the future. everyday decisions to ensure the smooth running of hotel in different areas of the hotel so that I am ready for the and department, and to drive guest satisfaction. next opportunity.

XIV XV Support for Young or Emerging Professionals in the Industry

The Queensland tourism and hospitality industry provides a variety of support opportunities for young professionals to ensure their continual development, recognition and innovation. These are offered by a number of different organisations across Queensland and include;

1. QTIC Young Professionals Mentoring Program

Each year QTIC offers a mentoring program for young people (under 35 years), in the industry where participants are matched with senior industry leaders to gain professional development, knowledge and skills. This relationship creates opportunities for participants to gain support for career development through the experience and industry connections of mentors. It is ideal for young people in the industry who are passionate and want to extend their knowledge and develop their skills. The 6-month program is open across Queensland, at no charge.

“The opportunity to network and be in contact with leaders in the tourism industry is fantastic. The program provides a great foot in the door for young professionals into the tourism world. It also helped to confirm that I’m on the right path for my career development.” Laura McGrath, Southern Queensland Country Tourism

To find out more about the program go to qtic.com.au/workforce-development/young-professionals-mentoring/ or youtube.com/watch?v=lrw2llCnWxA

XVI XVII 2. QTIC’s Salute to Excellence Awards 2.2 Case Study - Tourism Category The QTIC Salute to Excellence Award recognises • Gain knowledge through success stories from Queensland’s state and non-state secondary school industry professionals students in Year 11 and Year 12 across three categories: Lauryn Johansen • Maximise opportunities for media coverage Winner of the 2008 QTIC Salute to Excellence • Tourism (Tourism Category) • Meet other like-minded fellow students from • Hospitality across Queensland At 27, Lauryn Johansen is the youngest Assistant Hotel • Food and beverage Manager The Star Gold Coast (The Star) has seen in more • Participate in the QTIC Salute to Excellence Alumni than two decades. An impressive feat, considering the High school students must have completed or property’s recently elevated luxury standard and even completing vocational training through either: more complex nature. Across her four-year tenure with Great prizes and incentives are up for grabs in The Star, Lauryn has progressed remarkably quickly She said not everyone has to go to university and • Vocational Education and Training in Schools (VETiS), or addition to invaluable mentoring and work experience through three roles within the recently refurbished 5-star undertaking an apprenticeship or traineeship can lead opportunities. The program is free to enter and hotel, The Star Grand. Beginning as Guest Service Agent to lifechanging career experiences including landing • School-based traineeships, or participate. For more information go to for Front Office in August 2014, in just 11 months she managerial positions, and domestic and international progressed to Front Office Supervisor and an impressive work opportunities. • School-based apprenticeship. qtic.com.au/workforce-development/salute- excellence-awards/ two and half years later, was named Hotel Assistant Manager in January 2018. Lauryn’s advice to other students considering a job The Awards celebrate the next generation of leaders in tourism is: in the tourism and hospitality industry. Benefits for In 2008 Lauryn won the QTIC Salute to Excellence Award participants include: and was invited to speak on the panel for the awards night “Tourism offers highly rewarding careers for people with a in July 2017 with QTIC CEO Daniel Gschwind. Without passion for delivering outstanding guest service. I strongly • Relish industry and state recognition of achievements hesitation Lauryn embraced the opportunity to network encourage students to seek out and take advantage of with fellow winners and inspiring tourism identities and every opportunity to undertake practical experience in • Opportunity to gain real-world experience share her knowledge, her story and encouragement with their study disciplines, whether that’s through internships, current Year 11 and 12 students one-on-one. Lauryn said apprenticeships, traineeships, or other forms of work • Establish industry/employer contacts and mentors one of the key benefits of participating in the program experience. The lifelong learning you will gain from these was its focus on the range of diverse and rewarding career opportunities will only enrich your skills and training and • Gain assistance with career aspirations opportunities that can be obtained from undertaking make you a more attractive asset to future tourism and vocational education and training. hospitality employers.” • Inspire students to grow and develop in a leading Queensland and Australian industry

2.3 Case Study - Food and Beverage 2.1 Case Study - Cookery Category Jimmy Barker Alexandra Bagenal Runner-Up of the 2017 QTIC Salute to Excellence Winner of the 2010 QTIC Salute to Excellence (Food and Beverage Category) (Cookery Category) Jimmy currently works at the brand new Emporium Hotel Alexandra is currently the Head Chef at Fare & Frolic – a Southbank in the role of Concierge. One of the most company which provides fresh, ready-made meals to all important moments of the guest experience is the first ten Her advice for other people considering a steps from their vehicle to the lobby. We make it our mission Australians. Her role is to oversee the kitchen operations career in the industry: which includes providing guidance to staff, helping develop to find out their surname by the time they make it to the reception desk so we can address them appropriately. As great new, healthy and tastier meals, and assisting the “Completing Salute to Excellence gave me the opportunity concierge it is a requirement to have a good knowledge of d’Or Concierge in Australia – an international society of kitchen to make sure our meals are going out the way they to be creative when I wasn’t sure if hospitality was the the city in which you work in. Everything from restaurants, professional concierges. are meant to be. industry I wanted to go into. It showed me that there are tailors, to golf. I enjoy creating experiences and memories plenty of challenges and opportunities to experience as a that are the results of unexpected exceptional service. Jimmy’s advice to other students considering a job She hopes to continue her professional development in chef and gave me the courage to believe that anything was in tourism and hospitality is: the hospitality industry, and is working her way towards possible. Hospitality is a hard industry to be a part of - but The QTIC Salute to Excellence program enabled me to becoming the Head of Kitchen Operations. She plans to when you have a passion, pursue it! It can be so rewarding, learn from industry professionals and make new contacts. ‘There are so many people and companies out there do this through further study and experience. Alexandra challenging and it is fantastic to be a part of an industry Meeting the past winners also inspired Jimmy, and the looking for young, driven, hard-working people to support. is currently studying a Diploma of Leadership and that is forever changing. With constant new trends program has ignited his passion about the hospitality There are so many opportunities available. My favourite Management, and plans to complete a Bachelor of Food entering the game - there is always plenty to learn. I love industry. Jimmy hopes to one day be the youngest Le Clefs quote is, ‘We are too young to realise the impossible, which my job and plan to stay where I am for quite some time.” and Nutrition. is why we achieve it anyway’.’

XVIII XIX Mature Aged Program Future Trends and Forecasted Impacts on the Industry

1. Augmented vs Virtual Reality

Thanks to the technological advancements of the last tools to make an informed decision on where they want to couple of years, the merging of physical and virtual worlds spend Christmas the following year. Hotels have started has become a reality. What seemed to have been taken using it too as part of their promotion strategy, by offering out of a sci-fi movie 10 years ago, is now readily available “tours” of an upgraded room, they get to showcase the for consumers to experience it. By altering our perception difference against the actual room, making it easier to of the world, both Virtual and Augmented Reality, have convince the guest of upgrading their room. Although it managed to provide a more tangible and interactive feel to started a couple of years back with Augmented Reality, experiences that would have otherwise been considered with different social media platforms offering face filters, impossible. For example, imagine experiencing swimming both realities are here to stay and change the way the in the Great Barrier Reef from the comfort of a travel industry works. agency’s office thus, providing the customer with enough

2. Tech-lounges and High-tech Meeting Rooms

Always being connected is not a luxury anymore, it is work done. In addition, business travellers are looking for a necessity. Aside from millennials wanting to always hotels with tech-enabled meeting spaces where they can be connected to share their experiences via social make multimedia presentations and videoconferences media platforms, the over 5 million business visitors simultaneously. It is expected that the hotels will make to Queensland in 2017⁴ have increased the pressure these spaces as user friendly as possible which will enable on hotels to develop tech-lounges. The purpose of the the growth of technology-based jobs such as ICT systems lounges is to give the guests an area outside of their analyst and ICT technicians. rooms with Wi-Fi connection where they can relax or get

Les Cavanagh - Paronella Park 3. Tourism and Hospitality Apps Apps are not new to the market, even older phones had development of apps that act as a concierge in a hotel, The tourism industry in Queensland is growing exponentially and the visitor number is forecasted to continue to inbuilt apps such as games or calendars. Nowadays apps through which the guest can self-check-in, acquire a room grow at a rate of 4% per annum however, the industry is having difficulties in attracting enough skilled workforce to provide more benefits to the consumer, to the point where key, order room service or request extra towels are now match the demand which is estimated to reach more than 20,000 new workers by 2020. some of them need to be bought online to use them. available. Having younger generations living their life in Having people rely so much on their smartphones has a digital world only means that this trend is here to stay, Queensland’s population is made up of 26.9% mature aged people (55 years and over) however, only 17% is part enabled a continuous connection between the industry providing career opportunities in app development and of the workforce. Mature employees offer valuable knowledge, problem solving, mentoring and entrepreneurship. and the consumers. Different tourism and hospitality apps other technological jobs. Businesses are aware of these skills, as some of 40% of them have identified mature aged workers as their source are currently available; to book a table, to order food, to of alternative workers. check the flight status or check-in, amongst others. The

To leverage the opportunity, the Queensland Tourism Industry Council (QTIC) has developed a program that seeks to increase the number of mature aged employees working within the tourism and hospitality industry. In order to 4. Social Media Connection achieve said goal, QTIC will promote the benefits of the tourism and hospitality industry alongside employment Smartphones in conjunction with social media platforms their customers and provide them with an unforgettable opportunities for mature aged workers. have given consumers the freedom to express their experience. New jobs such as social media managers and honest opinion about the brands they use and the places community managers are vital to handle this engagement The benefits of the program impact mature aged workers, employers and the broader community. The workers bring they visit including their experiences. Empowering these and ensure the consumer has a pleasing experience. From transferable knowledge, emotional intelligence and skills such as empathy, problem solving and critical thinking consumers with star rating responsibilities has put tourism continuously receiving feedback from their customers, that have been identified as missing in younger workers. These skills can be passed to the younger generation thus and hospitality brands more responsive to customer brands will be forced to improve the goods or services ensuring economic growth and employee development. experiences. Being an industry where customer service they offer to the public. On the other hand, the ratings and is a major part of the experience, increases potential risk feedback will ensure that potential consumers will have to industry. Despite the pressure these companies face, it enough information to make an informed decision. is their chance to leverage an opportunity to engage with

⁴ Tourism Research Australia, year ending December 2017

XX XXI Future Trends and Forecasted Impacts on the Industry 5. Data Integration Contents Gathering data in such an interconnected era has become, If the Point of Sale system (POS) from all locations are not both, easy and obvious, however, not all data is useful for the integrated then the restaurant will not be able identify businesses, especially if they do not know how to analyse whether the customer is a return visitor unless they came it. Sometimes the amount of data gathered becomes back to the same location. Data integration can increase Accommodation  overwhelming to the point that it is unusable and can even the quality of service by providing information on the represent a burden to the organisation. Data integration individual customer including their food and beverage takes care of this by gathering information from different preferences. Data integration provides an opportunity to sources such as, the property management system, the not only enhance the customer experience, the analysis of point of sale system (POS), social media platforms and historical data can identify business trends that relate to Events  websites to then harmonize to a point where it is uniform ordering stock, scheduling staff and resource use. and comparable between each other. A practical example is a restaurant chain with a number of different locations. Restaurant  6. Sharing Economy

Sharing economy is based on the premise that unused delivery, and task outsourcing. It was estimated Aractions  value is wasted value. Think for example of the many people to be worth $15 billion in February 2017⁵ and 68 per going on a with empty car seats, being able to sell cent of the population stated their willingness to use a those seats will give them value that otherwise would shared economy service⁶. It is the tourism and hospitality have been wasted. Therefore, sharing economy could be industry’s responsibility to understand the phenomenon summarized as a collaborative approach to acquiring goods and work with it as the future of sharing economy is looking Travel  and services. In Australia, the phenomenon has impacted bright, with more and more people willing to try it. a myriad of industries, including: accommodation, food Tourism & Information  7. Entrepreneurship

The growth of existing technologies and the birth of new use and value adding can be found amongst these traits. Supporting ones has encouraged younger generations to step outside Candidates with entrepreneurship traits are highly Industries  their comfort zone. By becoming familiar with new trends valued by employers as they can drive business growth. and interacting with peers from many different cultures, Nowadays, more and more businesses are turning their they have gained knowledge that older generations would heads towards entrepreneurs (see page 116) as a form of have dreamed of. Thus, developing entrepreneurial traits inspiration or in the hopes of acquiring or partnering with Awards   that thrust the economic growth of the country. Innovation, their successful companies. recognition of opportunities, risk management, resource Accreditation 

Education 

Licensing 

⁵The Board of Taxation, Australian Government, http://taxboard.gov.au/consultation/tax-and-the-sharing-economy/ ⁶ Rate Setter, 2017, https://www.ratesetter.com.au/blog/posts/ratesetter-sharing-economy-trust-index-winter-2016 Hints & Tips  XXII

Accommodation Beauty Therapist Spa Manager PR Officer Content Developer E-Commerce Manager Market Research Sales A endant Graphic Designer Community & Social Media Manager Marketing Positions Marketing Manager Accountant Payroll Clerk Payroll Accounts Clerk Accounts Financial Manager HR Officer Human Resource Manager Security Officer Security Manager Multimedia Developer ICT Support ICT Technician ICT Manager ICT Systems ICT Analyst ICT Security ICT Administrator Accommodation and So ware App Developer Head of Department Accommodation Manager Landscape Gardener Web Developer Personal Assistant Maintenance Manager Chef Baker Cook Kitchenhand Head Chef Functions & Manager Event F&B Manager Bar A endant Barista Staff Wait Restaurant Manager Porter Night Auditor Concierge Front Office Manager Reservations Agent Housekeeper Organisational Chart Accommodation Housekeeping Manager 27 Accommodation Accommodation

Overview Overview Responsible for the Provide high-level Accommodation overall accountability secretarial and for the day-to-day Personal administrative assistance Manager profitability, to senior executives presentation, plans and Assistant and managers. They operation of an work in high-pressure accommodation environments and can provider. be required to provide a diverse range of administrative support. Key Responsibilities Key Responsibilities

• Direct and oversee reservation, • Ensure compliance with • Keep the CEO/manager (direct • Formulate reports and reception, room service and government legislations Snapshot report) updated on presentations housekeeping activities Average weekly pay: information acquired Snapshot • Lead by example in delivering • Track, collate and analyse $1,091 • Control expenses and exceptional levels of customer • Answer calls and liaise expenses and receipts for maximise profits service and maintain the with clients CEO/manager Average weekly pay: customer service culture Growth: Moderate $1,256 • Liaise and create rapport • Prepare correspondence on • Manage and review filing, office with customers, sales • Monitor staff and their service Education Pathways: behalf of CEO/manager systems and projects Education Pathways: and marketing, contractors and delivery to guests SIT50416 Diploma BSB30415 Certificate maintenance, body corporate, of Hospitality • Plan and organise meetings, • Ensure requests for advice or • Handle complaints and online III in Business department managers and Management assist colleagues correspondence are provided in a supervisors, and guest reviews to ensure issues are professional and timely manner Administration service agents resolved promptly Undergraduate Degree • Organise travel and prepare complex travel itineraries BSB40215 Certificate • Maintain knowledge about • Enable staff growth, IV in Business industry trends development, and learning throughout the premises and • Oversee rosters and ensure provide feedback salaries/wages are monitored where necessary Related Roles and controlled • Familiarise oneself with • Ensure repairs and maintenance emergency procedures and Resort are organised and completed attend Occupational Health and Manager Safety training as required • Organise operations in Manager accordance with the organisation’s policies Manager and standards Caravan Park Manager

28 29 Accommodation Accommodation

Overview Overview In charge of staff, operations and management within a particular department. Delivers exceptional Head of guest service through Housekeeper high cleaning standards, Department while controlling costs Snapshot and adhering to the Average weekly pay: $962 housekeeping model.

Growth: Strong

Key Responsibilities Education Pathways: SIT60316 Advanced Snapshot • Handle maintenance issues in the • Delivery of the highest quality service, Diploma of Hospitality Key Responsibilities work area product and presentation at all times Management Average weekly pay: • Issue duties and tasks to the team • Perform customer-focussed duties in Undergraduate Degree • Guarantee a high standard of • Replenish trolley/pantry stock $800 a fast paced environment cleanliness in the room • Ensure complaints are resolved and • Responsible use of the room Growth: Very Strong handled efficiently • Build relationships with local • Assist with controlling costs master key suppliers, other department through the responsible use of all • Encourage team development and managers and industry partners Related Roles Education Pathways: training operating supplies, replacements • Understand, comply and enforce Housekeeping Manager health and safety policies and • Manage and monitor the and consumables SIT20216 Certificate • Recruit staff and provide feedback implementation of purchasing and procedures and Workplace Food and Beverage Manager stock control procedures • Ensure a productive and Health & Safety Laws within II in Holiday Parks and • Possess local product and service Front Office Manager professional relationship with the workplace Resorts knowledge • Maintain staffing levels, appropriate colleagues and managers to limiting costs but ensuring Functions and Events Manager SIT30416 Certificate • Understand Occupational Health and excellence in service standards are Safety procedures not compromised Marketing Manager • Create guest satisfaction III in Holiday Parks and Resorts • Maintain guest privacy and • Take pride in your work and Operations Manager confidentiality demonstrate this by supporting a SIT30616 Certificate positive work environment Business Development • Develop specific duties according to Manager III in Hospitality the work area Hotel service Manager

Engineering Manager Accommodation Career Progression

Case Study can really have an impact. Through bringing proud history and a thriving diverse culture, in Accommodation Owner your unique passion, skills and imagination to an environment where each of us feels valued the table, you are able to create memorable and appreciated. I truly value our take care Mark Snell experiences to each guest. With your own philosophy here at Marriott, ‘if we take care of Director of Operations - Brisbane Marriot experiences and the support of Marriott’s our associates, they will take care of our guests General Manager Learning and Development programs, you and guests will keep coming back to our hotels’. I began my career as an Assistant Restaurant can raise your expertise to an art form. It’s Manager, and through hard work and the rewarding when you create an experience for If you are considering working in the tourism support of Marriott’s internal transfer your guests, even just the smallest of gestures and hospitality industry, get your foot in Department Manager opportunities, I worked my way to Director to us, can last a lifetime to them. Passion and the door, and take every opportunity for of Operations at the Brisbane Marriott Hotel. genuine interest are critical components to experience as it comes and own it. Work During my time with the company I have success! hard and show some initiative, passion and experienced a phenomenal amount of growth enthusiasm, it will be recognised! Find yourself Housekeeping Supervisor Front Office Supervisor and development in my career. I have been in Our core values make who we are. As we change a mentor that will develop you along the way, the industry for over 20 years, and each and and grow, the beliefs that are most important and work for a company that will support your every day is like your first day in a new job. to us stay the same - putting people first, career growth. There are so many growth and With every day comes new opportunities and pursuing excellence, embracing change, acting development opportunities to advance your Housekeeper Front Office Agent experiences, it is such a dynamic and exciting with integrity and serving our guests. Being career, and with passion, drive and hard work, environment to be a part of! In hospitality, you part of Marriott international is being part of a the sky is the limit. Porter Concierge

30 31 Accommodation

Guest Overview Provides outstanding Service/ guest experiences from the point of reservation Reservation to departure by demonstrating Agent commitment to service excellence and ensuring guest satisfaction.

Key Responsibilities Related Roles • Greet guests • Coordinate luggage handling and storage • Answer telephone professionally Booking Agent and direct calls • Ensure staff can effectively handle reservations Night Auditor • Anticipate guest needs • Process payments and generate Documentation Clerk • Local knowledge of the area invoices Office Assistant

• Maintain guest privacy and • Inspect common areas and ensure Sales Consultant confidentiality guest rooms are presented at the Cruise Consultant highest standard • Handle complaints Reservation Sales Agent • Possess local knowledge of • Pass on guest messages the area Travel Consultant Visitor Information Officer • Make reservations • Manage online reservation booking system Tour Guide • Sell rooms Museum Guide • Liaise with food and beverage personnel

32 Accommodation Accommodation

exquisite stays

Exceptional careers with Australia’s most awarded Overview Overview boutique luxury hotel brand Works overnight Assists with guest in hotels and other For over 10 years Emporium Hotels has led the way in Night Auditor delivering multi award-winning service to our guests. queries regarding lodging establishments, Concierge Join the many people who have built successful, long places to see and things performing front desk and term hospitality careers, learning from our industry leaders. A range of opportunities are available for to do in the local area. accounting duties. Takes casual, part-time and full-time roles.

care of the reservation For more information, visit process, performs check- emporiumhotels.com.au/careers in for guests and prepares Key Responsibilities 2 0 1 8 the bill for the customers Key Responsibilities Australia's Leading Snapshot before check-out time. 2 0 1 8 • Act as the point of contact for • Check-in and check-out guests Australia's Leading Ensures all accounts are • Provide regional, local and Boutique• HotelAssist with luggage where late night calls collected and that guests national information to guests necessary Growth: Stable • Handle guests’ requests and vacate their rooms at the and visitors267 Grey Street, South Bank QLD 4101 | [email protected] | emporiumhotels.com.au • Account for the day’s cash flow complaints appropriate check-out • Organise and book tours, Education Pathways: • Be aware of local events and transport and entertainment for • Reconcile guest accounts • Handle overnight emergencies time. SIT40416 Certificate functions, and suggest activities guests IV in Hospitality • Prepare daily revenue report to guests and visitors • Provide maps • Accommodate guest needs and requests • Support in emergency situations

• Deliver mail to guests • Benefit from second language Overview Assists in transporting Porter luggage for guests in hotels and for passengers in transport terminals. They escort guests to their rooms and provide other guest Key Responsibilities services.

• Manage luggage and carry to • Park and retrieve guest vehicles guest’s room or vehicle on departure • Maintain cleanliness and appearance of front of house area Snapshot • Inform guests about the hotel and facilities • Participate in environmentally Growth: Stable sustainable work practices • Provide maps and information Education Pathways: about the area SIT20316 • Liaise with transport carriers to Certificate II in make travel arrangements and Hospitality retrieve lost luggage

34 35 Accommodation Accommodation

Functions Overview Restaurant Maintains and improves Manager & Events the company’s facilities Manager Maintenance by overseeing the See page 75 installation, repair and See page 59 Manager upkeep of an employer’s property, including machines, mechanical systems, buildings and other structures. Delegates tasks such as Bar Key Responsibilities painting, drywall repair, Attendant Wait Staff • Supervise maintenance personnel • Control and monitor inventory electrical, heating and See page 78 air conditioning work. See page 76 • Establish priorities in • Ensure all vehicles are cleaned, maintenance schedules fuelled and in proper working order • Maintain quality and safety standards • Ability to identify opportunity to cost save through reduced • Coordinate work performed by emission pathways outside vendors Chef Baker exquisite stays See page 80 See page 83 Exceptional careers with Australia’s most awarded boutique luxury hotel brand

For over 10 years Emporium Hotels has led the way in Cook Barista delivering multi award-winning service to our guests. Join the many people who have built successful, long See page 82 See page 77 term hospitality careers, learning from our industry leaders. A range of opportunities are available for casual, part-time and full-time roles.

For more information, visit emporiumhotels.com.au/careers

2 0 1 8 Australia's Leading Boutique Hotel

2 0 1 8 Kitchenhand Australia's Leading See page 79 Boutique Hotel

267 Grey Street, South Bank QLD 4101 | [email protected] | emporiumhotels.com.au

36 37 Accommodation Accommodation

Overview Overview Installs, administers Design and construct and troubleshoots the garden landscapes organisation’s information Landscape or renovate existing ICT Security and data security policies gardens, using a range and practices to ensure Gardener of gardening skills to Administrator the protection of the create a landscape that information in terms of confidentiality, integrity is aesthetically pleasing and availability. as well as functional.

Key Responsibilities Key Responsibilities Snapshot • Formulate designs, plans, • Install facilities and features, Snapshot • Monitor and report the • Mange the periodic maintenance Average weekly pay: drawings, specifications such as ferneries, barbecues, play performance of networks, of security systems and $1,693 and quotations structures and garden furniture Average weekly pay: systems and security solutions to applications to ensure $951 highlight areas on non-compliance threat identification Growth: Strong • Schedule landscape construction • Construct paths, steps and paved Education pathways: areas with paving materials, Growth: Strong • Guide the refinement of • Develop disaster • Prepare areas for landscape gravel and timber information security policies recovery protocols ICT60215 Advanced construction by analysing sites Education Pathways: and practices Diploma of Network and clearing debris • Perform 'formative' • Monitor network traffic Security (shaping) pruning AHC30916 Certificate • Select, estimate and order III in Landscape Undergraduate Degree materials and plants • Maintain and repair Construction gardening equipment • Set out and install 'hardscape' AHC42016 Certificate (walls, paths and timber features) IV in Landscape Overview and 'softscape' (plants) structures Formulates system AHC20616 Certificate requirements, develop • Construct or reface steps, garden II in Parks and Gardens ICT Systems system plans, review and walls, fences, trellises, pergolas, evaluate existing systems ponds, fountains and Undergraduate Degree Analyst and design and modify irrigation systems systems.

Key Responsibilities Snapshot Average weekly pay: • Talk with users to formulate and • Serve as central reference and $1,819 document business requirements information source by providing guidance and assistance in the Growth: Moderate • Identify and evaluate system project decision inefficiencies and recommend making process Education Pathways: optimal business practices ICT50815 Diploma of Systems Analysis and • Create, adopt and implement Design system test plans to ensure acceptable quality and integrity Undergraduate Degree of the system

38 39 Accommodation Accommodation

Overview Overview Designs, creates and Defines and produces websites Software & maintains software Web and web pages, using development methods both nontechnical App and approaches for Developer and technical skills software projects. to maintain websites Developer Creates novel software using relevant software products to support packages. day-to-day business operations. Key Responsibilities Key Responsibilities

• Create detailed • Work with other web specialists • Research, design and write new • Work closely with other staff, website specifications including web developers and Snapshot software programs such as project managers, graphic designers Snapshot Growth: Stable graphic artists, UX designers, • Produce sample page layouts • Evaluate and maintain other developers, systems Average weekly pay: including text size and colours • Provide post-sales effectiveness of existing analysts and sales and $1,801 technical support Education Pathways: software and systems marketing professionals • Design graphics, animations and Growth: Strong manipulate digital photographs • Continue professional ICT50615 Diploma of • Develop existing programs by • Consult with clients and development to keep up to date Website Development analysing and identifying areas colleagues regarding the Education Pathways: • Register web domain names and with new software developments for modification maintenance and performance organise the hosting of of software systems with a view CT50715 Diploma of the website • Communicate with network • Integrate existing software to writing or modifying current Software Development specialists regarding web-related products operating systems • Coding using a variety of software issues, such as security hosting web sites, to control and enforce • Create technical specifications • Investigate new technologies Undergraduate Degree • Meet with relevant legal internet and web server security, and test plans requirements such as space allocation, user access, • Continually update technical accessibility standards, freedom business continuity, web site • Write systems to control the knowledge and skills by attending of information and privacy backup and disaster recovery scheduling of jobs on a mainframe in-house and external courses, planning computer or to control the reading manuals and accessing • Work with different content access allowed to users or new applications management systems • Assist in analysing, specifying and remote systems developing internet strategies, • Design the website's visual web-based methodologies and • Maintain systems by monitoring imagery and ensure it aligns with development plans and correcting software defects company branding policy or client requirements

40 41 Accommodation Accommodation

Overview Overview Generates and Ensures all manipulates graphic telecommunication, Multimedia images, animations, ICT Support network and computing sound, text and video systems are functioning Developer into consolidated and Technician correctly. Train and seamless multimedia advise staff on applications. processes, technology and applications. Provide in-house technical expertise to Key Responsibilities Key Responsibilities identify and resolve Snapshot infrastructure and • Work with the designer and other deliver the most up-to-date • Identify the hardware and • Provide information relating software problems. creative specialists to understand solutions, including learning Growth: Stable software needed to provide to customer’s hardware and the design concept, and advise new programming languages solutions to problems software purchasing decisions on how it can be implemented or technologies Education Pathways: technically within constraints • Assist in the customisation and • Ensure users can use the • Collaborate with related graphics, ICT40815 Certificate adaptation of existing programs equipment by providing • Investigate,analyse and production and to meet user’s requirements assistance and self- help Snapshot IV in Digital Media recommend appropriate engineering experts instructions equipment and software to Technologies • Download and install appropriate Average weekly pay: achieve client objectives • Communicate with network software $1,200 specialists regarding web- related ICT50215 Diploma of • Write efficient computer code issues, such as security hosting Digital and Interactive • Connect users to networks and Growth: Strong or script, ensuring that sound, web sites, to control and enforce Games provide initial training in facilities graphics, animations and timings internet and web server security, and applications Education Pathways: work as intended and make good space allocation, user access, Undergraduate Degree use of processing and data business continuity, web site ICT30115 Certificate storage capacity backup and disaster recovery III in Information, Digital planning Media and Technology • Provide technical support to an application once it is running • Assist in analysing, specifying and ICT40115 Certificate and making further adaptations, developing internet strategies, IV in Information patches or rewrites to the code web-based methodologies and Technology development plans • Research and keep abreast ICT40215 Certificate of emerging technologies to IV in Information Technology Support

42 43 Accommodation Accommodation

Overview Overview Responsible for Provides administrative maintaining crowd Human services for the Security control and a safe recruitment and environment for venue Resource employment of Officer and guests. Officers staff. Supports protect people and Officer in various human property, and monitor resources functions, and enforce all safety for instance, training practices. and development, performance Key Responsibilities Key Responsibilities monitoring and employee counselling. • Patrol areas and check doors, • Respond to alarms and check • Determine staffing requirements • Maintain the personal records of gates and windows for signs of alarm systems Snapshot and skills to meet the employees on matters such as unauthorised entry organisation's objectives wages, superannuation, leave • Issue security passes, give and training • Check travellers and their hand directions and make security Average weekly pay: $1,177 • Analyse the skills and qualities Snapshot luggage to detect arrangements for required for each job role • Assist employees on work concealed items authorised visitors Average weekly pay: Growth: Moderate matters, career development, • Advertise staff vacancies, assess personal problems and $1,339 • Watch for irregularities and • Observe and report suspects to Education Pathways: applications, interview industrial matters report incidents or problems to police, or apprehend offenders applicants, administer selection Growth: Moderate the appropriate authority when appropriate and detain CPP20212 Certificate tests, prepare reports and make • Provide advice and information them until police arrive recommendations to to management and employees Education Pathways: • Monitor computer alarm systems, II in Security Operations management about staff on HR policies and procedures, closed-circuit television (CCTV) appointments including equal opportunity, anti- BSB41015 Certificate systems and communicate by CPP30411 Certificate discrimination and occupational IV in Human Resources radio with mobile units to III in Security • Help execute organisational health and safety programs attend alarms Operations changes, such as those BSB50618 - Diploma following from industrial • Development of specific work of Human Resources Additional relations legislation, revised arrangements and conditions Management Specialisation requirements: www. job classification structures or qld.gov.au/law/laws- technological changes • Conduct training BSB50618 - Diploma regulated-industries- Crowd Controller Bodyguard of Human Resources and-accountability/ Management Maintains order at large gatherings Carries out the personal protection queensland-laws-and- of people, such as events, of another person. regulations/regulated- Undergraduate Degree nightclubs and concerts. industries-and-licensing

44 45 Accommodation Accommodation

Overview Overview Prepares payrolls and Directs, controls related records for and coordinates the employees’ salaries and Financial financial and accounting Payroll statutory record-keeping activities within purposes. Manager organisations. Clerk

Snapshot Average weekly pay: Snapshot Key Responsibilities $1,054 Key Responsibilities Average weekly pay: Growth: Stable $2,073 • Create files for new employees to • Process payment of wages • Provide financial information • Determine, implement, monitor, record payroll data and salaries Education Pathways:

and interpret the implications for review and evaluate budgetary FNS30317 Certificate Growth: Moderate • Maintain and update files for • Finalise files and arrangements business performance and and accounting strategies, III in Accounts existing employees when employees retire, resign funding needs policies and plans in consultation Administration with other managers Education Pathways: or transfer • Coordinate the development, SIT50416 Diploma • Prepare payroll data from time FNS50417 Diploma of implementation and monitoring • Direct the preparation of financial of Hospitality sheets and other payroll Payroll Services of accounting systems reports Management personnel records • Asses capital finance proposals • Advise on investment strategies, Undergraduate Degree and the financial status of sources of funds and the operational projects distribution of earnings Overview Monitors creditor • Ensure compliance with financial and debtor accounts, legislation and standards undertakes related routine Accounts documentation, and calculates and investigates Clerk the cost of wages, materials, overheads and other operating costs.

Key Responsibilities Snapshot

• Calculate, analyse and investigate • Prepare reports of total costs, Average weekly pay: the costs of proposed inventory adjustments, selling $1,071 expenditure, wages and prices and profits Education Pathways: standard costs • Compile cost data for preparation FNS30317 Certificate • Allocate expenditure to specified of operating budgets, and profit III in Accounts budget accounts and loss calculations Administration

FNS40217 Certificate IV in Accounting and Bookkeeping

46 47 Accommodation Accommodation

Overview Overview Provides services Marketing officers relating to financial promote products, reporting, cost Marketing services and events for Accountant management, planning a company or brand. This and decision-making; Manager can involve marketing existing products, and provides advice on developing new products associated compliance to cater for consumer and performance demand,or developing requirements to ensure markets for new products statutory and strategic or services. Key Responsibilities governance. Key Responsibilities • Develop plans for advertising, • Develop and implement • Assist in formulating budgeting • Prepare taxation returns for sales promotion, public appropriate strategies by and accounting policies individuals and organisations relations,personal selling and selecting, segmenting and sales management targeting markets and promoting Snapshot • Prepare financial statements for • Liaise with financial institutions Snapshot products and services to presentation to board of and brokers to establish funds • Undertake marketing audit to those markets Average weekly pay: directors, shareholders and managements arrangements monitor sales performance Average weekly pay: $1,346 governing bodies • Manage distribution channels • Identify and analyse an $1,400 such as shops and wholesalers Growth: Strong • Examine operating costs and organisation’s strengths and weaknesses, and respond to • Analyse data regarding consumer organisation's income Growth: Moderate Education Pathways: opportunities and threats within patterns and preferences and expenditure Education Pathways: the marketing environment • Interpret and predict current and BSB42415 Certificate IV in Marketing and FNS60217 Advanced • Make decisions regarding future consumer trends products and services, work on Communication Diploma of Accounting developing new products BSB52415 Diploma Undergraduate Degree of Marketing and Communication

BSB61315Advanced Diploma of Marketing and Communication

Undergraduate degree

48 49 Accommodation Accommodation

Overview Overview Develops and Plans, develops, implements strategic executes and evaluates E-Commerce online marketing plans information and for companies doing PR Officer communication Manager business online. An strategies that present e-commerce manager an organisation to the is highly involved with public, clients and other the advertising and stakeholders. content elements of the companies’ websites. Key Responsibilities Key Responsibilities

• Generate commercial insights • Plan for e-marketing • Organise and manage • Coordinate media conferences Snapshot through the analysis of the expenditures to communication and publicity for attended by journalists market and consumer studies maximise resources events, exhibitions, conferences, Average weekly pay: product launches, organisations • Arrange interviews with $1,282 • Manage relationships with • Develop and present initiatives and brands journalists, prepare and distribute stakeholders to ensure seamless to improve the company’s online media releases, and liaise with Growth: Strong integration of the presence and e-sales • Plan, develop and manage and make statements to the e-commerce business brand identity, including risk media Education Pathways: assessments and implement • Determine the format and crisis management plans • Write communication collateral BSB42415 Certificate features of the website to to ensure that the reputation including media releases, key IV in Marketing and maximise clarity and ease is maintained messages, Q&As, speeches, Communication of navigation presentations, reports

• Monitor public opinion and and brochures media coverage of organisation Undergraduate Degree and assess potential issues • Oversee production of visual, audio and electronic material, • Provide communication support including managing websites for organisational issues and crisis management • Conduct internal communication Related Roles courses, workshops and • Prepare public relations media training Account Officer programs, including the preparation of budgets Marketing Officer

• Respond to enquiries from Digital or Production Officer the public, media and other Client Relationship Officer organisations

50 51 Accommodation Accommodation

Overview Produces visual communications, Graphic including art and Marketing layouts of text for Designer print and electronic Positions production in media such as magazines, newspapers, books and websites, as well as image designs for Key Responsibilities corporate identity Market Analyst Marketing Planning and programs, exhibitions Research Officer Collects data on consumers,competitors • Think creatively to produce new • Commission work by illustrators and advertising. and marketplace to consolidate Provides high-level marketing analytics, ideas and concepts and develop and photographers information into actionable items, campaign reporting and market interactive design reportsand presentations in order to intelligence insights. Measures and • Work as part of a team support the team during the decision analyses key performance indicators to • Present finalised ideas and with printers, copywriters, making process. They analyse data, trends, understand the effectiveness of marketing strategies and competition with the aim of concepts to clients or account photographers, stylists, campaigns and their return on investment. increasing competitiveness. Develops analytical frameworks, managers illustrators, other designers, Snapshot dashboards and reporting processes to account executives, Brand Manager support in-house decision making. • Work with a range of media, web developers and marketing Average weekly pay: including Computer Aided Design specialists Responsible for ensuring that (CAD) and keep up to date with $1,150 products,services and product lines of the Advertising Officer emerging technologies • Supervise all design production brand resonate with current and potential stages including arranging and Growth: Very strong customers. They monitor marketing trends Oversees the advertising activity of a • Demonstrate illustrative skills supervising printing and keep a close eye on competitive business. They are also responsible for products in the marketplace. with rough sketches and work on Education Pathways: forming and directing the business’s advertising strategy, as well as layouts ready for print implementing advertising campaigns and CUA40715 Certificate Sales Manager supervising various advertising-related IV in Design departments. Responsible for obtaining profitable results through the sales team by CUA50715 Diploma developing the team motivation, Content Developer of Graphic counselling, skills and product knowledge. The role manages the sales administration Develops, creates and edits content function, operational performance such as blog posts, podcasts and video reporting, and streamlining processes and content for various activities related to systems. online marketing. Possesses knowledge of technical aspects of content creation such as basic HTML formatting and Search Digital Marketing Officer Engine Optimization (SEO).

Develops, analyses and manages online Social Media Manager advertising campaigns for specific brands, products and services in line with Manages and engages with the company’s set objectives and targets. Additionally, online community to create a two-way creates and manages campaigns, reports communication channel that builds brand and data visualisation while optimising awareness and loyalty. a campaign’s performance to meet Key Performance Indicators and client expectations.

52 53 Accommodation

Beauty Overview Provides a wide range Therapist of facial and body care services for customers including electrolysis, massage and waxing.

Key Responsibilities

• Evaluate beauty therapy • Provide facial treatments and Snapshot processes and products skin care recommendations Average weekly pay: • Discuss client needs, analyse • Provide body massage $650 skin characteristics and advise on suitable skin care and treatments • Apply cosmetic tanning products Growth: Very strong • Provide waxing services SHB40115 Certificate • Apply safe hygiene, health and IV in Beauty Therapy work practices

54 Events

Events Organisational Chart

Venue Manager

Functions & Gaming Marketing Events Caterer Photographer Worker Manager Manager

E-Commerce Stage Cook Events Manager Manager

Audio Barista PR Officer Technician

Lighting Bar Sales Technician A endant A endant

Entertainer Wait Staff Content Developer

Community & Social Media Manager

57 Events Events

Overview Overview Responsible for Plans and organises managing a venue, Functions & special events, such Venue including managing as parties, weddings, vendors, room layouts, Event conferences and Manager catering needs, and conventions. financial management. Manager

Snapshot Key Responsibilities Snapshot Key Responsibilities Average weekly pay: $1,313 • Coordinate catering, signage, • Organise venue layout to suit Education Pathways: • Talk with clients about events and • Follow up with clients to arrange displays and audio-visual client’s needs offer suggestions to ensure their payment and, after the event, to Growth: Very Strong SIT60216 Advanced requests can be met evaluate the service provided • Equipment to ensure • Receive and report feedback Diploma of Event Education Pathways: client satisfaction from clients and actively Management • Negotiate the type and costs of • Work with associated make efforts to address services to be provided, in line event support officers to SIT50316 Diploma of • Ensure the venue staff are aware any issues, seeking to identify with the event budget coordinate marketing and of the event plan continuous improvement promotional activities Event Management wherever possible • Organise the venue and ensure • Guarantee that all the steps are that it is appropriately set up, • Potentially seek sponsorship or executed according to the • Coordinate catering, signage, with regard to seating and decor in-kind services and products for planning displays and audio-visual scheduled events equipment to ensure client • Consult with management to • Coordinate catering and ensure satisfaction ensure adequate staff members • Develop and manage event service runs on time are rostered for duty, and with budget, research costs catering staff to plan the menu and ensure services and products associated with • Coordinate staff, allocate tasks event are delivered within Events Career Progression and ensure the program of events budget allocation occur on time • Collect and analyse data on • Find solutions to any problems Section Manager projects undertaken, and report that arise concerning services or on project outcomes programs provided

Event Coordinator Venue Coordinator Public Relations • Collaborate with service providers

Team Supervisor

Production Staff Caterer

Event Assistant Catering Assistant

58 59 Events Events

Overview Overview Work with the Operates technological production staff to plan equipment and services, Stage and design the stage. Audio such as audio visual (AV) and music, during Manager Technician an event or production.

Snapshot

Average weekly pay: Snapshot Key Responsibilities $1,320 Key Responsibilities Average weekly pay: Growth: Strong • Organise rehearsals • Supervise the ‘entry and exit’ - the • Discuss the production's sound • Provide necessary electrical and $1,320 times when sets and equipment Education Pathways: needs with sound designer sound equipment when needed • Work with staff to plan wardrobe, are set up before the show and Growth: Strong set, scene changes, sound, and taken down afterwards CUA40415 Certificate • Identify places in the script where • Complete sound checks before a lighting any sound effects, music and performance Education Pathways: IV in Live Production • Give cues to performers and changes in sound level are needed • Keep the ‘prompt copy’ of the technical crew and Technical Services • Operate the sound desk CUA31015 Certificate script, which notes the • Pre-record any sound effects and during shows III in Screen and Media performer’s position on stage, • Work with the production staff to CUA60213 Advanced music to be used script changes, and the plan and design the stage Diploma of Live • Look after and repair equipment CUA40415 Certificate props, lighting and sounding Production and • Choose suitable equipment IV in Live Production • Manage and organise props Management Services • Unload, set up, dismantle and and Technical Services • Liaise with theatre managers and • Set up venue to ensure equipment load equipment front-of-house staff is working properly

60 61 Events Events Entertainer Overview Overview Sets up stages and Captivate, amuse or controls lighting for thrill an audience with Lighting venues, video, television dramatic, musical and or film production. other performances. Technician They may perform a variety of tasks depending on their area Snapshot of expertise. Growth: Moderate Key Responsibilities Average weekly pay: $1,320 Education Pathways • Interpreting a lighting • Programming consoles and Growth: Strong designer’s plan loading automated colour Dancer Musician Singer change systems Education Pathways: • Planning where to run cables and place lights • Taking cues from the stage CUA20113 Certificate II in Dance CUA40915 Certificate IV in Music CUA40915 Certificate IV in Music CUA31015 Certificate Industry Industry manager or floor manager III in Screen and Media • Helping to rig up the lighting CUA30113 Certificate III in Dance equipment • Operating manual and computer- CUA50213 Diploma of Musical CUA50815 Diploma of Music CUA40415 Certificate CUA40113 Certificate IV in Dance controlled lighting systems Theatre Industry CUA60515 Advanced • Making sure that lighting IV in Live Production Diploma of Music CUA50113 Diploma of Dance equipment and generators • Dismantling and packing away and Technical Services CUA50815 Diploma of Music (Elite Performance) are working equipment Industry UA60515 Advanced Diploma of Music Industry CUA60113 Advanced Diploma of Dance (Elite Performance)

62 63 Events Events

Overview Organise and control Cook Barista the food operations See page 82 See page 77 at events and other Caterer establishments.

Snapshot

Key Responsibilities Average weekly pay: Bar $900 Attendant Wait Staff See page 78 • Discuss catering arrangements • Make sure that the dining rooms, Growth: Very Strong See page 76 with clients kitchen, storage facilities and otherwork areas are kept clean Education Pathways: • Talk with the chef to plan and conform to health regulations the menu SIT30916 Certificate • Ensure there is adequate III in Catering • Supervisethe purchase and security for food and equipment storage of food Operations • Keep records of payments and • Plan, coordinate and supervise expenses SIT40616 Certificate the activities of workers in IV in Catering dining rooms, kitchens, bars and • Attend to complaints Operations other areas concerning food and service

Related Roles

Chef

Cook

Bar Attendant

Wait Staff

Barista

64 65 Events Events

Overview Overview Operates cameras and Provides gaming lighting equipment to services in create permanent visual Gaming casinos, hotels and Photographer images for creative, other gambling technical, commercial Worker establishments. and documentary purposes.

Snapshot Key Responsibilities Key Responsibilities Snapshot Average weekly pay: • Understand traditional film and • Develop expertise with software • Monitor cash given to cashiers • Calculate and pay winning bets $1,188 digital photography and keep to digitally enhance images Education Pathways: and transactions of gaming up to date with industry tokens (also called chips) • Advise patrons about the rules Growth: Stable trends, developments and new • Use an extensive range of CUA5091 Diploma of and etiquette of games techniques technical equipment, including Photography and Photo • Look for possible incidents and Education Pathways: cameras, lenses, lighting and Imaging settle disputes arising at • Check gaming equipment and • Liaise with other professionals, specialist software gaming tables make sure it is in good SIT30616 Certificate including graphic designers, CUA51115 Diploma of working condition III in Hospitality event coordinators, marketers, • Work with clients to discuss the Visual Arts • Deal games in accordance writers, gallery managers, picture images they require and how they with casino rules, policies • Report any missing or researchers, commissioning want to use them CUA60715 Advanced and procedures damaged equipment editors and art directors Diploma of Visual Arts • Arrange still life objects, • Verify cash and colour chip Related Roles • Manage the processing and products, scenes, props and change involving larger amount use of images, discuss technical backgrounds with the casino gaming inspector Croupier problems, check for quality and manage client’s concerns Gaming Inspector

• Compile finished products and Gaming Machine Technician deliver images digitally or hard Games Dealer copy prints Casino Manager

Gaming Career Progression

Director of Operations

Gaming Manager

Floor Supervisor

Table Games Dealer Gaming Machine Croupier Technician

66 67 Events

E-Commerce Sales Manager Manager See page 50 See page 53

PR Officer Marketing See page 51 Positions See page 53

68 Restaurant

Restaurant Organisational Chart

General Enologist Brewer Manager (Wine Maker)

Customer Human Functions & Restaurant Financial Marketing Chef Relations Resource Manager Manager Events Manager Manager Manager Manager

Restaurant Customer Bar Aendant Cook Relations HR Officer Payroll Clerk PR Officer Supervisor

Content Baker Accounts Clerk Barista Developer

Community & Wait Staff Accountant Social Media Manager

Kitchenhand

71 Restaurant Restaurant

Overview Overview

Plans, organises, Is involved with the directs, controls and process of creating General reviews the day-to-day beer. Selects and operations and major Brewer checks the malted Manager functions of commercial barley or grain for organisations. the beer preparation, checks the fermentation rate, and monitors the pH values and temperature Snapshot Key Responsibilities throughout the brewing Key Responsibilities Snapshot process to ensure the Average weekly pay: • Brew and package beer quality of the beer. • Plan policy, and set standards and • Arrange the preparation of $2,250 Operates, cleans and objectives for organisations reports, budgets and forecasts, Average weekly pay: • Participate in beer tasting panels $1,669 sterilizes machines, and present them to governing Growth: Stable • Direct and endorse policy to bodies • Keep brewing facility and brew tanks and Growth: Strong fulfil objectives, achieve specific Education Pathway: equipment clean at all times equipment used for goals and maximise profit and • Select and manage the the process. Education pathways: efficiency performance of senior staff SIT50416 Diploma • Monitor quality, flavour and carbonation of beers of Hospitality • Authorise the funding of major Undergraduate Degree Management policy implementation programs • Manage bottling and (Hospitality Manager) delivery process • Represent the organisation at official occasions, in negotiations, Undergraduate degree • Maintain safety and hygiene at conventions, seminars and forums

72 73 Restaurant Restaurant

Overview Overview

Oversees the Organises and controls entire winemaking the operations of Enologist process, including Restaurant restaurants to provide the grape harvesting, enjoyable dining and (Wine Maker) fermentation, aging Manager catering experiences. and bottling. Combines scientific knowledge with practical experience. Snapshot

Key Responsibilities Key Responsibilities Average weekly pay: $900 • Manage the harvest and • Maintain safety and hygiene Snapshot • Plan menus in consultation • Talk with customers to assess transportation processes with Chefs their satisfactions with meals Growth: Very Strong • Bottle the finish product and service Average weekly pay: • Supervise the work of grape • Arrange the purchasing and Education Pathways: growers and laboratory technician • Monitor quality and flavour $1,669 pricing of goods according to • Plan and organise of wine the budget special functions Growth: Strong SIT50416 Diploma • Ensure dining facilities comply • Select, train and supervise of Hospitality Education pathways: with health regulations waiting and kitchen staff Management

Undergraduate Degree

Front of House Career Progression

Functions & Restaurant Manager

Event F&B Manager Specialisations Manager See page xx F&B Supervisor

Floor Supervisor Maître d'

Head Barista Senior Bar Attendant Head Waiter/ress

Barista Bar Attendant Wait Staff

Glass Runner Food Runner

74 75 Restaurant Restaurant

Overview Overview

Prepares and mixes Prepares and serves Bar drinks for customers in espresso coffee and licensed venues. Barista other hot beverages to patrons in restaurants, Attendant cafes, coffee shops and dining establishments, using commercial espresso machines. Snapshot Key Responsibilities Key Responsibilities Average weekly pay: • Serve alcoholic and non-alcoholic • Arrange bottles and glasses on $873 • Prepare and serve a variety of • Collect payment, operate cash drinks, this includes drawing shelves coffees such as lattes, registers and give change Snapshot beer or soft drink from the tap, or Growth: Strong cappuccinos and other espresso- opening bottles • Assist in the cellar and stock based beverages • Assist in stock control Average weekly pay: control Education Pathways: $873 • Mix ingredients to make cocktails • Serve food items, such as pastries • Maintain workplace hygiene, and and slice fruit to garnish drinks • Maintain workplace hygiene, SIT20316 Certificate II or sandwiches follow occupational health and Growth: Strong occupational health and safety, in Hospitality safety procedures • Prepare and serve a variety of and security procedures • Clean and maintain coffee-making Education Pathways: coffees SIT30616 Certificate areas and espresso machines • Wash glassware and arrange • Hold a Responsible Service of III in Hospitality bottles and glasses SIT30616 Certificate • Take payment, operate cash Alcohol certificate • Select and grind coffee beans III in Hospitality registers and give change SIT30716 Certificate • Wash glassware and arrange • Collect glasses from tables bottles and glasses III in Hospitality and place them in glass-washing (Restaurant Front of machines • Tap keys and attach supply lines House)

• Wipe down tables and clean bar service area

76 77 Restaurant Restaurant

Overview Overview

Serves food and drinks Assists kitchen to guests in hotels, and service staff in Wait Staff restaurants, clubs and Kitchenhand preparing and serving similar establishments food, as well as the (also known as Food and cleaning of service and Beverage attendants). food preparation areas.

Key Responsibilities Key Responsibilities Snapshot Snapshot • Take reservations and • Take customers’ orders, process • Clean kitchens and food Average weekly pay: prepare seating orders and liaise with kitchen Average weekly pay: preparation areas • Assemble and prepare $865 staff or bar attendants $804 ingredients for cooking • Set tables with clean linen or • Clean cooking and general Growth: Strong place mats, cutlery, crockery • Serve food and drinks Growth: Strong utensils used in kitchens • Cook, toast and heat simple and glasses and restaurants food items Education Pathways: • Carve meat Education Pathways: • Welcomeand seat customers, SIT10216 Certificate I present menus to guests • Generate bills and present them SIT30616 Certificate to customers in Hospilaity III in Hospitality • Talk to guests about the menu • Handle money or credit cards and drinks, recommending SIT30716 Certificate combinations or specials • Clear tables and return dishes and III in Hospitality • Promote local produce and cutlery to kitchens (Restaurant Front of attractions to visitors from House) interstate and overseas • Undertake general cleaning duties

Specialisation

Sommelier Mixologist Formal service waiter

Sommeliers, also referred to as Mixologists are bar specialists Formal service waiter or fine wine stewards, are specialists in who know about modern bar dining waiter are those working wine and specialise in the correct products, techniques and cocktail at an upscale restaurant. They service of wine. They have a key recipes. Some consider mixology are expected to have high level role in restaurants and can greatly an art form, since they can create a of service therefore attention to enhance a restaurant’s operation range of new alcoholic beverages. detail is necessary. and reputation. Sommeliers are Mixologists maintain thorough expected to have a considerable product knowledge of the menu Silver service waiter depth of knowledge of wines, and premium beverage products to Australian wines in particular, facilitate up-selling and provide a A Silver Service Waiter will work as well as French and other high level of customer service. in an upscale restaurant that international wine products. serves food at the table. They will In addition, they should have have experience in serving food at knowledge of other beverages the table using service forks and and food. spoons.

78 79 Restaurant Restaurant

Case Study Overview Plans and organises Samantha Levett the preparation and Commis chef in pastry at Sokyo cooking of food. Chef I started my apprenticeship after leaving my university In addition to the achievements, I love working as a chef degree (Major in psychology and chemistry) and because it gives me the chance to do what I love every questioning my chosen career. A friend suggested that I day, bring joy to strangers and work with amazing people. applied for a chef apprenticeship since cooking had always The chefs and program manager, Berenice, at The Star been an emotional and creative outlet for me. I decided to Entertainment Group give me the freedom, support and Snapshot apply for just one position at The Star and let fate do the guidance to always succeed in my career. rest. Key Responsibilities Average weekly pay: If you’re after a rewarding, hands-on career with the chance $1,050 Once I got the apprenticeship I didn’t look back; I had to work in so many diverse and exciting roles anywhere in • Prepare and present timely meals • Consult with the Food & different placements around The Star and was given the world, why wouldn’t you choose hospitality? Yeah, it is the opportunity to work with all the outlets like Sokyo, going to be hard work - but do you want it to be easy or do of a high quality and standard Beverage Manager Growth: Strong portion size Momofuku Seibo, as well as getting the chance to work you want it to be worth it? • Enforce strict hygiene regulations with the Noma team when they did the Noma Australia pop- Education Pathways: up for three months. I was also given the chance to work • Supervise and delegate roles at Sepia as part of the Tasting Success program through among kitchen team members • Recruit and train staff SIT30816 Certificate TAFE NSW in 2017. Throughout my apprenticeship I have III in Commercial received awards in competitions like Les Toques Blanches, • Write back of house rosters and • Monitor quality of dishes at all Cookery internal The Star Entertainment Group Competitions and plan shifts around labour costs stages of preparation and World Skills, and was given the amazing opportunity to be presentation SIT31016 Certificate part of Proud to Be a Chef development program in 2016 • Maintain stock control through and 2017. III in Patisserie recording and monitoring • Discuss food preparation issues Being a chef has pushed me beyond my limits, but it wastage with Managers, Dietitians and SIT40516 Certificate kitchen and waiting staff has also brought great achievements, like working with IV in Commercial Rene Redzepi at Noma Australia and Paul Carmichael • Order food, kitchen supplies and at Momofuku Seibo. It was amazing to work at these equipment SIT40716 Certificate restaurants with people I admire both, professionally and IV in Patisserie personally. Another great achievement was getting a job • Devise new menus and recipes at Sokyo, an award-winning restaurant, right at the end Kitchen Career Progression SIT40816 Certificate of my apprenticeship. Restaurant Manager IV in Asian Cookery Related Roles SIT50416 Diploma Kitchen Executive Chef of Hospitality Management Food Service Manager Sous Chef Kitchen Manager

Restaurateur Chef de Partie Specialisations

Caterer Demi Chef Catering Assistant

Breakfast Cook Commis Chef Fast Food Cook

Takeaway Cook Cook/Baker

Kitchen Hand Kitchen Hand

80 81 Restaurant Restaurant

Overview Overview Prepares and cooks Designs and prepares food. They can work in bread, cakes, biscuits and many different types other pastry goods. Cook of businesses including Baker hotels, , cruise ships, restaurants and cafes. Snapshot Average weekly pay: $907 Key Responsibilities Key Responsibilities Growth: Moderate Snapshot • Clean and check the equipment • Developing and designing Education Pathways: • Food preparation and new products cooking duties • Assist the chef with stocktake Average weekly pay: • Check quality of raw materials FDF30510 - Certificate III $800 and weigh ingredients • Monitoring oven temperatures in Retail Baking (Cake and • Cleaning and organising • Prepare, replenish and and product appearance Pastry) kitchen areas rotate stock Growth: Strong • Kneading, maturing, cutting, moulding, mixing and shaping • Order supplies FDF30610 - Certificate • Assisting the chef in cooking, • Correctly store food Education Pathways: dough and pastry goods III in Retail Baking (Bread) baking, butchering and presenting • Operate slicing and the food • Maintain and clean SIT20516 Certificate II • Preparing pastry fillings wrapping machines kitchen equipment in Asian Cookery • Ensure all menu items are • Glaze or decorate cakes and • Serve customers available throughout the • Regulate temperatures on ovens, SIT30816 Certificate pastries with icing or cream trading day grills, and perishable fridges III in Commercial Cookery • Aid in the training of kitchen • Cook using a range of methods attendants, junior apprentice (baking, broiling, frying, roasting, SIT30916 Certificate chefs or school students steaming) III in Catering • Produce food to recipe portions • Cater to guests’ dietary Operations and presentation requirements SIT31016 Certificate III in Patisserie

SIT31116 Certificate III in Asian Cookery

82 83 Restaurant

Overview Customer Reviews customer service and maintains Relations sound customer relations. Supervisor

Snapshot

Key Responsibilities Education Pathways:

• Develop and review policies, • Liaise with other organisational SIT30116 Certificate programs and procedures units, service agents and III in Tourism concerning customer relations customers to identify and and goods and services provided respond to customer SIT30216 Certificate expectations III in Travel • Provide feedback to team members

• Plan and implement after-sales services to follow up customer satisfaction, and modify and Related Roles improve services provided Front of House

Glass Runner

Food Runner

Maître d'

Restaurant Cashier

Catering Assistant

Espresso Machine Operator

Function Host

85 Restaurant Restaurant

Financial Payroll Manager Clerk See page 46 See page 47

Accounts Clerk Accountant See page 48 See page 47

Marketing Manager PR Officer See page 51 See page 49

Community Content & Social Developer Media See page 53 Manager See page 53

Human Resource Officer See page 45

86 87 Attraction

Attraction Organisational Chart

General Manager

Human Reservations Resource Marketing Financial Agent Manager Manager Manager

Human Attractions First Aid Lifeguard Resource PR Officer Officer Payroll Clerk Officer

Tour Museum Guest Service Wildlife Sales Ride Operator Account Clerk Guide Guide Aendant Aendant Aendant

Nature Adventure Content Conservation Activities Developer Accountant Instructor Officer

Wildlife Community & Education Social Media Officer Manager

89 Attraction Attraction

Overview Overview Provides advice and Responsible for sells tourism products designing, organising, Reservations and services. Prepares Tour preparing, and hosting quotations, conducts tours and packages for Agent online transactions, Operator visitors. processes reservations, books supplier services and uses computerised reservations or operations system. Snapshot Key Responsibilities Key Responsibilities Average weekly pay: • Source and use information on • Process financial transactions • Liaise with coach operators, • Provide pricing information $1000 the tourism and travel industry airlines, hoteliers and • Prepare quotations Snapshot other industry suppliers and • Reply to visitor enquiries and Growth: Moderate • Operate online representatives visitor feedback information systems • Show social and Average weekly pay: Education Pathways: cultural sensitivity $1136 • Produce brochures and internet- • Manage bookings, invoicing and • Sell tourism products based information, including issuing of tickets SIT20116 Certificate II and services Growth: Moderate social media and website in Tourism management, to inform potential • Confirm visitor names and booking details to Education: 3+ years visitors about tours and packages SIT40116 Certificate on offer ensure they receive correct IV in Travel and Tourism training or experience, tour information or a Certificate III/IV

Education Pathways:

SIT30116 Certificate Tour Career Progression Related Roles III in Tourism (Booking Agent) Guide Tour Operator Tourist Information Officer Interpreter

Airline Passenger Officer Area Manager

Tour Supervisor

Senior Instructor Senior Guide

Instructor Guide

90 91 Attraction Attraction

Overview Overview Accompanies Guides and instructs visitors and tourists Adventure individuals and groups Tour on tours, providing undertaking adventure information on the Activities based activities. These Guide history, attractions, may include abseiling, environment, culture, Instructor bike touring, diving, places of interest hiking, kayaking, rafting, and other knowledge rock climbing, surfing relevant to tourists and or other adventure travellers. activities. Key Responsibilities Key Responsibilities

• Organise transport where • Coordinate tour activities such • Plan and prepare activities to suit • Advise on matters such as required, ensuring tourists are as visits to local attractions, the needs, abilities and equipment selection and collected and dropped off on time restaurants or shops, train rides, Snapshot experience of each individual appropriateness of particular Snapshot at the correct location cruises, extended tours, white or group destinations or activities water rafting, bushwalking and Growth: Moderate to Growth: Very Strong • Meet visitors and make mountaineering Strong • Create skills development and • Check weather conditions before introductions, ensuring guests training programs starting sessions, assessing Education Pathways: attend the correct tour • Research local area, ensuring Education Pathways: hazards and managing risks knowledge is always current • Critique technique, apply a variety SIT30116 Certificate • Lead tour groups and potentially SIT30116 Certificate of appropriate instructional • Respond to emergencies during III in Tourism SIT30316 drive coaches • Attend to operational problems III in Tourism SIT30316 strategies and assess outdoor recreation activities by Certificate III in Guiding such as booking errors and participant’s skill acquisition at providing first aid assistance and • Advise tourists of local places Certificate III in Guiding amendments, lost luggage the end of a program or session organising means of evacuation SIT40216 Certificate of interest or illness SIT40216 Certificate • Provide advice on safety • Conduct assessments to decide IV in Guiding • Prepare and present tour • Provide first aid if needed IV in Guiding procedures and on skill level of a participant commentaries on suitable sites, risk-avoidance measures attractions or monuments • Maintain written reports of daily activities and carry out other • Maintain contact with administrative work transportation companies Related Roles Related Roles

Sea Kayaking Guide Climbing Instructor

Bushwalking Guide Surfing Instructor

Raft Guide Sailing Instructor

Cave Guide

Cycle Tour Guide

Mountain Bike Guide

4WD Guide

92 93 Attraction Attraction

Overview Overview Responsible for Responsible for the greeting and attending safe and efficient Museum to enquiries from Ride operation of rides at museum visitors, and an amusement park, Guide ensuring the safety Operator carnival or fair. and protection of the exhibits.

Snapshot Key Responsibilities Key Responsibilities Snapshot Average weekly pay: • Conduct tours of museums • Prevent unauthorised entry • Ensure safe and efficient • Deliver accurate record keeping $1000 or galleries Growth: Moderate operation of the ride or attraction • Inspect membership cards, • Report all maintenance and Growth: Stable • Answer enquiries admission passes and tickets Education Pathways: • Provide excellent service safety issues to the to guests and facilitate a correct personnel Education Pathways: • Direct visitors to specific exhibits • Patrol museum or gallery to SIT20116 Certificate fun experience ensure security • Communicate with staff SIT20116 Certificate II • Provide information on exhibits II in Tourism SIT30116 • Help guests get on and off the and management in Tourism • May assist with installing and Certificate III in Tourism ride safely regarding improvements • Control access to exhibits dismantling exhibits SIT30116 Certificate for visitors • Operate equipment according to • Maintain a high standard III in Tourism training and safety procedures of professionalism • Ensure all visitors have left the venue at closing time • Identify hazards and respond • Work among potentially high appropriately to pressure environments prevent accidents

• Work quickly and safely to minimise queue lines

Attractions Career Progression

Area Manager

Team Supervisor

Senior Ride Operator Senior Guest Service Attendant

Guest Service Ride Operator Attendant

94 95 Attraction Attraction

Overview Overview Welcomes guests Provide hands-on into an amusement coordination and Guest Service park and attends to Wildlife interaction with needs, enquiries and the wildlife in care, Attendant complaints. Attendant including feeding, cleaning, or treating animals.

Key Responsibilities Key Responsibilities Snapshot • Open and close the • Oversee special events or • Perform basic husbandry – • Maintain animal enclosures and amusement park extended trade hours feeding and treating animals, designated areas cleaning quarters, transferring Average weekly pay: • Monitor park signage for accuracy • Advise staff of current product animals, maintaining facilities, • Observe animals daily to check $957 and issue corrections as required and promotional information watching for illness or injury, appearance and health monitoring breeding Growth: Strong • Sell guests’ tickets and welcome • Execute promotional activities • Clean and maintain all tools and them into the park • Prepare food according equipment to safe working order Education Pathways: • Perform aspects of training to procedure • Provide maps and informationon and recruitment • Enforce safety regulations AHC21016 Certificate program of events • Aid in food preparation and and procedures II in Conservation and • Conduct technical, customer food stocktake Land Management • Handle guest complaints service and presentation audits • Assist with wildlife talks to the including approving refunds • Log duties on a daily basis, public providing relevant ACM30317 Certificate • Ensure guests’ safety and accurate information including daily records and notes III in Captive Animals • Assist with guest complaints on and security of animals and events social networking sites, phone, and email

• Ensure smooth running of daily operations of guest service department Wildlife Career Progression

Senior Wildlife Officer

Wildlife Curator Wildlife Education Officer

Wildlife Supervisor

Senior Wildlife Attendant

Wildlife Attendant

96 97 Attraction Attraction

Overview Overview Protects, manages Provide information Nature and enhances the local Wildlife to visitors about environment which may the wildlife on Conservation include marine habitats. Education display, this may They encourage people include conservation Officer to experience nature Officer information or handling and promote awareness of wildlife. of, and understanding about, the natural environment. Key Responsibilities Key Responsibilities Snapshot • Educate all sectors of the local • Promote the concept of • Enforce guest, visitor and staff • Participate in public relations and community and raise awareness sustainability to the public, safety regulations promotional activities Education Pathways: of environmental issues colleagues and fellow Snapshot and procedures professionals through talks, • Ensure correct operating AHC40916 Certificate • Transport animals to education procedures and policies • Promote and implement local tours, literature, displays and Education Pathways: IV in Conservation and and national biodiversity action workshops facilities and other venues Land Management • Competently perform capture plans in partnership with local/ AHC40916 Certificate national statutory and voluntary • Organise, supervise and train • Assist with breeding programs and restraint techniques of IV in Conservation and organisations supporting paid staff and different animals volunteers Land Management • Prepare veterinary • Contribute to planning and policy approved diets • Train, mentor, and monitor team development for sustainable • Maintain effective records using members to competently perform management, including input IT database systems • Observe designated animals daily, animal husbandry duties into environmental impact checking appearance and health assessments • Prepare applications to get • Have a high level of competency funding and grants • Train staff in procedures, policies, and ability interpreting animal • Implement annual management and practices behaviour, conditioning animals plans based on ecological surveys • Liaise with the media to publicise and extinguishing • Plan and present and scientific observation organisation or conservation sites undesirable behaviours education programs • Contribute to the selection of, and • Educate young people, and • Deliver wildlife talks and • Provide guest interaction by assist with casework for, Sites of those considering entering the presentations to the public and roving the park with appropriate Special Scientific Interest (SSSIs) profession, through talks and respond to questions from guests animals, answer questions, deliver and National Nature Reserves seminars to local educators and conservation message, ensure (NNRs) universities guest and animal safety • Evaluate and monitor features of nature conservation

98 99 Attraction Attraction

Overview Overview Looks after the safety Responsible for the of people at beaches provision of initial and swimming pools First Aid first aid response, Lifeguard through accident provides advice of first prevention and rescue. Officer aid requirements and ensures that first aid facilities and supplies are maintained. Snapshot Key Responsibilities Key Responsibilities Education Pathways: • Design and implement • Caution people behaving in an • Ensure first aid qualifications are • Prepare quarterly reports on the Snapshot emergency procedures unsafe manner and expel those PUA21012 Certificate current and renewed as required number of incidents and usage of who refuse to cooperate II in Public Safety the first aid supplies in their area Education Pathways: • Report incidents to management (Aquatic Rescue) • Be readily available to respond of responsibility or other authorities • Provide advanced first aid immediately to requests for first HLTAID003 Provide Additional aid assistance first aid • Place signs or barriers to warn • Identify risk and apply risk Requirements: https:// of dangerous conditions or areas management processes lifeguards.com.au/QLD/ • Maintain allocated first aid kit by HLTAID006 Provide and make sure users are aware of be come-a-lifeguard/ conducting regular stock-takes advanced first aid potential dangers and obtaining relevant supplies through internal HLTAID005 Provide purchasing procedures first aid in remote situations

100 101 Attraction Attraction

Marketing Accounts HR Officer Manager Clerk See page 45 See page 49 See page 47

PR Officer Sales Accountant See page 51 Manager See page 48 See page 53

Community Content & Social Developer Media See page 53 Manager See page 53

Financial Payroll Manager Clerk See page 46 See page 47

102 103 Travel

Travel Organisational Chart

Pilot Captain Customs Driver Train Driver Network Officer Controller

Flight Coxswain Train Crew Travel Aendant Airline Passenger Deckhand Officer

Traffic Controller

Ground Handler

105 Travel Travel

Overview Overview Flies various types of Provides on-board aircraft, including light service to aircraft planes, helicopters Flight passengers and Pilot or airline aircraft. ensures the observance They can transport Attendant of airline safety passengers, mail and procedures. freight within Australia, internationally on scheduled airline and non-scheduled charter Key Responsibilities services, or provide Key Responsibilities Snapshot other aviation services • Prepare flight plans based on • Make sure passengers are as required. • Conduct pre-flight cabin checks, • Anticipate and provide for the Average weekly pay: weather forecasts and correctly informed of emergency also check boarding passes and comfort of passengers $1,110 operational information procedures and weather direct passengers to seats needing special attention, conditions, and maintain care of including unaccompanied Growth: Strong • Ensure aircraft is properly loaded passengers • Advise passengers of children, parents with infants, for a safe and efficient flight Snapshot safety regulations people with disability, the Education Pathways: • Give inflight instruction, elderly and non-English-speaking • Check fuel and maintenance • Distribute reading material, serve supervise solo flights, accompany passengers AVI30116 Certificate status, flight controls, students on training flights Education Pathways: meals and drinks III in Aviation instruments and aircraft engines and demonstrate techniques for • Take action in the event of prior to flight controlling aircraft AVI50215 Diploma of • Provide first aid treatment and decompression, turbulence, (Cabin Crew) Aviation (Commercial assist sick passengers mechanical malfunction or • Fly aircraft according to Pilot Licence - unlawful acts by passengers • Prepare for emergency landings established operating and safety Aeroplane) procedures under a range of flight and the evacuation of passengers Flight Attendant conditions, including extreme AVI50315 Diploma of Career Progression weather and Aviation (Commercial emergency situations Pilot Licence - Purser Helicopter)

AVI50415 Diploma of Cabin Manager Pilot Career Progression Aviation (Instrument Rating) Cabin Supervisor Captain AVI60216 Advanced Diploma of Aviation Flight Attendant First Officer (Pilot in Command)

Commercial Licence Air Transport Pilot Licence

Private Licence Recreational Licence

106 107 Travel Travel

Overview Overview Works at the airport Manages the safe and Airline providing customer- orderly flow of aircraft related services such as Traffic into, out of and between Passenger check-in and boarding airports in Australia. procedures, providing Controller They also work with Officer information and overseas regions directions, locating lost adjoining Australian luggage and assisting airspace. passengers who require special attention. Key Responsibilities Key Responsibilities

• Issue and check tickets and travel • Provide information about flight • Maintain radio contact with • Provide information and Snapshot documents, check-in passengers arrival and departure times and pilots to keep aircraft separated assistance to pilots and for their flight and allocate seats use the public address (PA Snapshot in ‘corridors’ of controlled emergency services during in- Education Pathways: on the aircraft system to make announcements airspace, on air routes and near flight emergencies to arriving and major airports AVI50115 Diploma • Check baggage size and weight departing passengers Education Pathways: • Provide pre-flight briefings and of Aviation (Air Traffic • Use radar to monitor and aeronautical services Control) • Direct passengers to immigration • Guide passengers to luggage AVI20216 Certificate control aircraft movements and/or departure gates, and areas and assist passengers with II in Aviation (Ground provide information about lost luggage Operations and Service) • Ensure aircraft operate only customs and on prearranged routes and at immigration procedures • Help passengers requiring special AVI30416 - Certificate approved altitudes assistance, such as VIPs, disabled III in Aviation (Ground • Assist with passenger enquiries and elderly passengers, parents Operations and Service) and complaints with infants and unaccompanied minors • Attend to travelling airline staff and crew • Ensure security measures are adhered to at all times Airline Passenger Officer Career Progression

Operations Manager

Area Supervisor

Team Supervisor

Airline Passenger Officer

108 109 Travel Travel

Overview Overview Performs various jobs Controls and manages to prepare planes for the operations of ships, Ground flight. Duties vary boats and marine between airports and Captain equipment. Handler airlines.

Snapshot

Snapshot Education pathways: MAR40618 Certificate IV in Key Responsibilities Key Responsibilities Maritime Operations (Master up to Education Pathways: MAR20418 Certificate II in 35 metres Near Coastal) Maritime Operations (Marine • Deliver a high standard of • Keep records of what has been • Direct fishing operations AVI20216 Certificate Engine Driver Grade 3 Near MAR50613 Diploma of Maritime customer service loaded and unloaded Coastal) Operations (Marine Engineering II in Aviation (Ground • Direct crew Class 3 Near Coastal) • Handle baggage and freight • Ensure customer safety Operations and Service) MAR30118 Certificate III in AVI30416 Certificate • Plan, control and coordinate the Maritime Operations (Marine MAR50713 Diploma of Maritime • In some cases, use material • Assist with fuelling planes III in Aviation (Ground operational and maintenance Engine Driver Steam) Operations (Master up to 80 handling equipment such as requirements of a ship Operations and Service) metres Near Coastal) forklifts, conveyors belts and • Keeping the plane clean, both MAR30818 Certificate III in freight delivery vehicles exterior and interior • Control and direct shipping Maritime Operations (Marine MAR60115 Advanced Diploma operations to ensure safe and Engine Driver Grade 2 Near of Maritime Operations (Marine • Fill out paperwork associated • Follow safety and efficient loading and transport of Coastal) Engineering Class 2) with their cargo security procedures cargo and passengers MAR30918 Certificate III in MAR60215 Advanced Diploma • Navigate a ship by supervising the Maritime Operations (Master up to of Maritime Operations (Marine ship’s course and speed according 24 metres Near Coastal) Engineering Class 1) to predetermined passage plans Airport Operations Career Progression MAR31018 Certificate III in Undergraduate Degree and safety procedures Maritime Operations (Master Inland Waters)

Operations Manager MAR40518 Certificate IV in Maritime Operations (Marine Engine Driver Grade 1 Near Coastal) Area Supervisor

Senior Traffic Controller Senior Ground Handler Related Roles

Traffic Controller Ground Handler Master

Skipper

110 111 Travel Travel

Overview Overview Manages the operation Undertakes a wide of small commercial range of fishery and marine vessels, such as maritime work on land Coxswain fishing boats, ferries, Deckhand and at sea, including water taxis, jet boats, communications, yachts, catamarans and supply, seamanship, tourist craft. hospitality and stores. They may also use equipment such as nets, linesand traps to Key Responsibilities Key Responsibilities catch, sort and store Snapshot fish, crustaceans and • Manoeuvre and navigate • Respond to emergency situations • Relay information to crew, other • Load, unload and stow supplies molluscs. Deckhand is small vessels Education pathways: ships and harbour authorities and equipment an entry level position • Use navigational information using radio and within the coastal • Consult weather authorities and techniques to conduct a MAR20318 Certificate satellite equipment • Operate dinghies, dories, winches shipping industry. before planning a voyage safe passage II in Maritime and other deck equipment • Provide hospitality services such Operations (Coxswain • Give instructions to the crew • Service propulsion systems, low- as table preparation, bar service • Perform routine maintenance and voltage electrical systems and Grade 1 Near Coastal) and cabin care for patrons checks on deck equipment, cargo • Communicate with passengers auxiliary systems gear, rigging, and lifesaving and • Sort, clean, process, preserve and firefight appliances Snapshot • Update vessel logbooks • Operate pumping systems, package catches and outboard and inboard Education Pathways: • Assist with mooring and diesel engines • Attach runners, weights, buoys, unmooring vessels anchors, poles, stakes, wood or MAR10318 Certificate • Manage refueling metal beams to nets, traps • Monitor condition and I in Maritime Operations or pots seaworthiness of vessels • Follow environmental (General Purpose Hand work practices Near Coastal) • Transmit and receive information by marine radio or telephone MARSS00007 Safety Training Certification Skill Set

Marine Career Progression MARSS00008 Shipboard Safety Skill Set Skipper Master

Coxswain

Deckhand

112 113 Travel Travel

Overview Overview Works for the passengers Australian Customs in vehicles (car, taxi, Customs and Border Protection bus, charter) and Service in airports or Driver maintaining high level Officer ports, checking people of customer service by and goods entering ensuring all operations Australia for illegal and are timely, professional prohibited substances. and safe. They also patrol Australian waters to Key Responsibilities intercept and deter Key Responsibilities people smugglers. • Administer and enforce customs • Protection of authors, artists, • Drive passenger vehicles in a safe • Brief customers on general safety Snapshot and related legislation industrial and commercial rights and comfortable manner procedure at the beginning of the owners against infringement according to road conditions and journey, and specify safety Average weekly wage: • Assist with custom control of intellectual property rights, legislative requirements procedures throughout the tour $1,151 of overseas passengers, crew, trademark, and patent rights according to aircraft, ships, cargo, mail, and Snapshot • Perform daily vehicle safety location requirements Education Pathways: bond stores • Control foreign currency, check as per check sheet including combating Average weekly pay: and Department of • Ensure all passengers have an TLI31216 • Examine passengers, luggage, money laundering $1,488 Transport requirements understanding of the itinerary in Certificate III in Driving cargo, mail and the crews of regards to timings, or activities on Operations planes and ships to prevent • Working against smuggling • Carry out simple emergency Education Pathways: tours and journeys the illegal entry of prohibited, activity and counteracting maintenance while on tour quarantined or dutiable goods customs fraud • Answer any queries from PSP30116 - Certificate into Australia • Maintain security of cash handling the passengers • Responsibly use firearms III in Government at all times, including • Assessing and collecting customs the complete and correct • Provide timely and appropriate duties and taxes calculated at the • Make arrests and where documentation of collection commentary or interpretation to State’s border necessary, provide evidence in of payments as per policy group throughout the day court in the event of and procedures • Detect prohibited goods in transit illegal activity • Coordinate group requirements • Exhibit professional guiding and with suppliers, such as presentation standards by accommodation venues, caterers, greeting passengers in a friendly attractions, and communicating manner and reporting any with reservations staff complaints or concerns

• Ensure security of the coach and passenger luggage

114 115 Travel Travel

Overview Overview Drives trains along a rail Moves trains across network to transport their area of control Train Driver passengers or freight. Network using computerised and mechanical control Controller systems, and liaise with other employees across Snapshot the network to ensure Key Responsibilities trains run to schedule Average weekly pay: and safety standards • Operate the train’s controls • Provide information to $1,800 are maintained. passengers using an on-board Key Responsibilities • Manage and coordinate communications system Education Pathways: train movements • Refuel diesel trains and check TLI33215 Certificate III • Operate mechanical or • Control when the trains stop and • Stop at stations to pick up oil, water and sand, and top up in Terminal Train Driving computerised signal equipment start, ensuring they arrive at their passengers or freight as necessary to control the running of trains destinations on time Snapshot TLI42615 Certificate IV • Inspect trains and report defects • Observe and obey rail signalling in Train Driving • Liaise with all areas of the rail • Initiate and manage emergency Education Pathways: or adjustments instructions, speed limits and system to ensure smooth running procedures in the event of an other railway rules, procedures of trains incident, and coordinate the train TLI42215 Certificate • Shunt rolling stock in and instructions from the network network so that each train within • Use computerised control IV in Rail Network marshalling yards control centre the area remains safe systems to coordinate the safe Control crossing of trains and ensure they are on the right path

Overview Manages customer service on suburban and Train Crew long- distance passenger trains.

Snapshot Education Pathways:

Key Responsibilities TLI22318 Certificate II in Rail Customer Service • Maintain the safety of the train • Provide on-board customer (Train Conductor) and security of freight service to passengers TLI33118 - Certificate III • Ensure passengers get on and • Adhere to train timetables in Rail Customer Service Why Queensland Rail Travel? off the train safely, and take > Career opportunities exist from Cairns to Brisbane action if there is an accident or if • Inspect trains, carry out any TLI32318 - Certificate III > Competitive salary, excellent career pathways and employment conditions a passenger becomes ill adjustments and report in Electric Passenger Train > Great opportunity to use your passion for tourism, hospitality and customer service > Visit for more information major problems Guard queenslandrail.com.au/careers

116 117 Tourism & Information Auditor Workforce Planning Manager Vocational Education Trainer Lecturer Indigenous Tourism Development Mentor

Tourism & Urban and Regional Planner Information Sustainable Consultant Business Development Manager Tourism Development Officer Destination Manager Travel Consultant Marine Tourism Visitor Information Officer Entrepreneur Tourism & Information Tourism Organisational Chart

119 Tourism & Information Tourism & Information Fun Facts

Sustainable Tourism Ecotourism Marine Tourism Agritourism Queensland is an internationally Queensland’s coastal waters Agriculture accounts for delivers positive economic, social and celebrated ecotourism total around 121,994 square 3.6% of the state’s economy environmental outcomes with consideration to the needs destination, delivering world- kilometres. and employs over 57,000 of the visitor, industry, community and environment. This class interpretation and Queenslanders. involves protecting the natural environment and as well as experiences that support the It is estimated that 87% of being considerate of locals, their communities, customs, conservation of our special Queensland’s population live Queensland exports over $10 lifestyles, and social and economic systems. natural places and unique within 50km of the ocean. billion of agricultural, forestry, Aboriginal and Torres Strait fishing and food commodities Source: Sustainable Tourism Cooperative Research Centre (STCRC) Islander and cultural heritage. Australia’s marine-based each year. contributed more than $74 Queensland is home to five billion to the national economy Agriculture occupies 88.4% of Many tourists are looking to Ecotourism aims to preserve of Australia’s 19 World in 2013-14. Queensland’s land. travel to pristine and aesthetically the integrity of the destination. Heritage Areas and offers a pleasing locations to experience Its focus is on conserving the huge diversity of appealing Marine tourism is a large Source: Department of Agriculture, something new and beautiful. local environment and historical landscapes and iconic wildlife. industry in Queensland which Fisheries and Forestry Unfortunately, it is usually these heritage, while supporting the provides many jobs and environments that are the most culture and encouraging people to Each year there are more than opportunities. The marine fragile and susceptible to outside look after the natural resources influences and impacts. that attract them to the region. 51 million visits by Australians tourism industry involves to Queensland’s national tourism operators, small local Sustainable tourism businesses Sustainable tourism and parks, marine parks and they businesses, marine researchers support environmental ecotourism are similar concepts represent a key driver for and associated industry conservation, social development, and share many of the same international visitation. suppliers. and local economies. Sustainable principles, but sustainable tourism tourism businesses take concrete is broader; it covers all types of Sources: Geoscience Australia, Tourists visiting Queensland’s Australian Bureau of Statistics, actions to enhance the well- travel and destinations, from national parks spend $4.43 Australian Institute of Marine Science. being of local communities and luxury to and bustling billion annually. make positive contributions to cities to remote rainforests. the conservation of natural and Sources: Departments of National Parks, cultural heritage. In doing so, they Sport and Racing often cut down on their own costs and preserve the longevity of their businesses in addition to attracting responsible travellers. In order for sustainable tourism to thrive, it has to be profitable for business owners.

120 121 Tourism & Information Tourism & Information

Facts About Indigenous Tourism Marine Cultural in Australia Tourism Aboriginal tourism Tourism experiences are worth $6.4 billion to the Australian Marine tourism occurs on, under, over, and around the economy annually. ocean. This includes areas such as beaches, estuaries, Cultural tourism is concerned with a country’s culture which includes Approximately 12% reefs, deep ocean, and airspace over water. Recreational of visitors to Australia lifestyle, history, art and architecture. Australia’s Indigenous culture activities related to marine tourism can include stand- up participate in an Aboriginal is one of the world’s most ancient living cultures and is an important cultural experience during paddleboarding, yachting, cruising, windsurfing, wildlife part of the nation’s tourism experience. Indigenous Australian culture their visit. watching, professional/amateur diving, boat touring is a key driver, aiming to increase awareness and fishing. and participation in experiences. Visitors from UK, North America and China are most likely to participate in an There are a large variety of Indigenous tourism Indigenous experience. experiences that tourists can partake in, such as: QTIC operates a number of programs and projects in • Traditional Aboriginal food, or • Watch traditional performances partnership with industry ‘Bush Tucker’, including nuts, seeds to promote and increase and fruits, and wild game such as • Learn about traditional hunting Indigenous representation emu, kangaroo and fish methods, like the boomerang within the tourism or spear workforce. • Experience Aboriginal Art including rock art, bark painting, • Listen to dreamtime stories etchings and dot artwork • Hear the didgeridoo played

Agritourism QTIC Indigenous Tourism Champions Network

The QTIC Tourism Indigenous The Network is a group of QTIC is continually expanding Agritourism involves tourism experiences that are Employment Champions tourism operators that have the Network and is actively agriculturally based. This includes farm or outback station Network, supported by The Star exhibited best practice in the seeking businesses and support experiences, vineyards, and fruit picking. Agritourism helps Entertainment Group, aims to recruitment and retention agencies who would like to join rural areas boost their income opportunities and provides support tourism employers to of Indigenous employment. us in pro-actively supporting engage and manage Indigenous Together with the Champions, the employment of Indigenous a chance to showcase the quality regional food, wine employees. The project is the QTIC has developed a range people within the mainstream and agricultural lifestyles. The food and wine industry of first of its kind in Queensland of resources for tourism tourism industry. Please contact agritourism is popular, where tourists can witness a ‘paddock and aims to increase operators’ operators, presented at the QTIC Business Development to plate’ experience with authentic regional produce. awareness of how to encourage numerous industry conferences, team on (07) 3236 1445 or and maintain increased facilitated industry forums, email [email protected]. participation of Indigenous provided tourism industry au. Indigenous employment Australians within the career path information to placements within the industry. mainstream tourism industry. Indigenous students and job seekers, and identified Indigenous employment placements within the industry.

122 123 Tourism & Information Tourism & Information

Overview Overview Provides travel, hospitality and accommodation Provide information, Visitor information to tourists, advice and booking promotes tourism, Travel services. Information and assesses tourism opportunities for interesting Consultant Officer places. Snapshot Key Responsibilities Snapshot • Answer questions from tourists, • Provide literature and Key Responsibilities Average weekly pay: visitors, local residents and information on local, interstate Average weekly pay: $1,000 $1,080 other tourism industry and international tours and places • Provide literature and information • Confirm bookings and notify colleagues,face-to-face over the of interest Growth: Stable to clients concerning local, clients of luggage limits and Growth: Moderate counter, by telephone or Education Pathways: interstate and international tours, insurance, medical, , visa social media • Arrange bookings and travel routes, accommodation, and currency requirements Education Pathways: documentation for travel and SIT30116 Certificate III in local customs, fares, and • Make suggestions on tours, travel accommodation, and Tourism travel regulations • Issue tickets for travel, SIT30216 Certificate routes, accommodation and collect payment accommodation vouchers and all local attractions III in Travel • Assist travel agents and tour • Discuss client requirements and relevant documentation • Operate online operators in preparing itineraries advise on suitable options information systems for tourists • Collect payments and maintain Related Roles • Plan, prepare and cost itineraries records of transactions • Maintain literature and/or • Undertake general clerical and Airline Passenger Officer (travel plans) for clients brochure stocks office duties • Assist with changes to travel Related Roles Guest Service Attendant • Sell and • Compile statistics on the number • Make travel, accommodation and arrangements and bookings Airline Passenger Officer other merchandise and nature of enquiries Tour Guide related bookings

• Coordinate volunteers or • Be responsible for overall Cultural Guide Booking Agent part-time staff presentation of the Specialisation Travel Consultant information centre Museum Guide Guest Service Attendant • Discuss transport, • Domestic Travel Consultant Career Progression accommodation and tour Receptionist Customer Service Officer availability and costs • International Travel Consultant Regional Manager Reservation Sales Agent • Business/Corporate Travel Case Study Consultant Tour Operations Consultant Visitor Info Officer Area Leader for the industry led her to study Tourism • Wholesale Travel Consultant Receptionist Career Progression and Marketing at The University of Queensland. After graduating, she returned Store Manager to the region that first sparked her interest Centre Manager in tourism. Assistant Store Manager As a significant contributor to Centre Supervisor Queensland’s economy, Maddison believes that tourism is a great industry to build a Team Leader Maddison Clerke, Holiday Experience career. Specialist, Bundaberg Visitor Visitor Information Officer “The tourism industry is incredibly diverse Information Centre and gives me the opportunity to work Senior Travel Consultant within a wide range of areas. Working in the Maddison was born and raised in Visitor Information Centre also allows me Bundaberg. Immersing herself in to interact with people from all over the Travel Consultant tourism from a young age, her passion world and experience different cultures.”

124 125 Tourism & Information Tourism & Information

Overview Develops and promotes tourism in order to Destination attract visitors and Entrepreneur generate economic Manager benefits for a particular destination. May work with Destination Management Organisations (DMO),Regional Key Skills Key Responsibilities Tourism Organisations Overview (RTOs), or state and • Planning and organization • Develop and implement tourism • Establish and develop local tourism marketing Notice opportunities management plans relationships with local, state, agencies. and use resources • Work with others national and international tour and their business • Plan new research-based operators, tour agencies, media, knowledge to leverage • Problem solving marketing strategies with the aim industry bodies and of increasing visitation government authorities the same by producing • Innovative new and improved • Undertake market research, • Design, develop and conduct Snapshot goods and services. • Crowdfunding (raising fund for a gather data and prepare annual familiarisation tours for media, project through internet platforms, Education Pathways: Entrepreneurs have tourism situational analysis event planning, tour operators benefit events, etc.) their own company and travel agents and all the work they • Produce tourist information, BSB41115 - Certificate do goes towards the including artwork, media releases • Devise and coordinate IV in International Trade and newsletters marketing campaigns building of the same. BSB42415 - Certificate • Lobby and advocate for • Develop e-tourism platforms IV in Marketing and the industry Communication

SIT60116 - Advanced Diploma of Travel and Tourism Management

Undergraduate Degree

126 127 Tourism & Information Tourism & Information

Overview Overview Maintains visitor Improves an Tourism services, liaises with Business organisation’s market businesses and public position and achieves Development sector, prepares and Development financial growth. This plans in partnership role defines long- Officer with local tourism Manager term organisational agencies and services. strategic goals, May work with local builds key customer authorities or public/ relationships, identifies private destination business opportunities, Key Responsibilities management Key Responsibilities negotiates and closes organisations. business deals and • Undertake research and • Prepare tourism strategies, • Identify and develop a company’s • Analyse, prepare, review and maintains extensive manage projects marketing plans and unique selling propositions and update client service agreements knowledge of current monitor budget differentiators using knowledge market conditions. • Identify and develop tourism of the market and competitors • Present business development products and services • Encourage and support tourism Snapshot training and mentoring development and the industry • Develop and execute business as required • Develop promotional material through networking meetings development plan to achieve Education Pathways: set performance targets and • Manage and retain existing • Collect and analyse tourism and • Work with the media to raise the objectives that will support relationships with clients Snapshot market statistics profile of the area and to SIT40116 - Certificate market and product development generate positive publicity for IV in Travel and Tourism Education Pathways: • Prepare reports the area • Detect and capitalise on business SIT50116 - Diploma opportunities relating to the core • Undertake tourism and marketing BSB40615 Certificate of Travel and Tourism capabilities of the company promotional activities IV in Business Sales Management BSB50215 Diploma of Business

BSB50815 Diploma of International Business

BSB60215 Advanced Diploma of Business

Undergraduate Degree

128 129 Tourism & Information Tourism & Information

Overview Overview Gives advice to Develop policies and businesses on how to Urban and plans for the use of land Sustainability make their products and resources. They economically, socially Regional advise on the economic, Consultant and environmentally environmental, social sustainable. Planner and cultural needs of particular localities or regions as they relate to the built environment and the community. Key Responsibilities Key Responsibilities Snapshot • Research and initiate strategies • Suggest ways to make the • Compile and analyse data on • Stay updated on changes to maximise profits and reduce transportation of products more Education Pathways: economic, legal, political, cultural, in building and zoning codes, an organisation’s environmental efficient but less impactful on demographic, sociological, regulations and other legal issues Snapshot footprint the environment and assessing MSS40218 Certificate physical and environmental corporate responsibility IV in Environmental factors affecting land use • Devise recommendations on • Conduct energy audits and Monitoring and the use and development of land, Average weekly pay: find ways to reduce energy • Take measures to ensure that Technology • Confer with government and present narrative and graphic $1,404 consumption, integrate the use the workplace and surrounding authorities, communities, plans, programs and designs to of alternative sources of energy, environment is healthy and find MSS50118 Diploma of architects, social scientists, groups and individuals Education Pathways: help simplify supply chains and out how the organisation can help Sustainable Operations legal professionals, and planning, find ways to reduce waste meet some of the community's development and • Advise governments and Undergraduate Degree needs environmental specialists organisations on urban and Urban Planning regional planning and • Review and evaluate resource planning environmental impact reports

Specialisation

Land-Use Planning Development Assessment

Regulating land use in an efficient and The evaluation of a proposal for a ethical way, thus preventing land development within a city, neighbourhood use conflicts. or region.

Urban Design Environmental Protection

Dealing with the larger scale groups Facilitating decision making to carry out of buildings and public spaces, development with due consideration neighbourhoods, districts and entire given to the natural environmental, social, cities with the goal of making urban areas political, economic and governance factors functional, attractive and sustainable. and provides a holistic framework to achieve sustainable outcomes. Transport and Infrastructure Planning

Evaluation, assessment, design and siting of transport and infrastructure facilities.

130 131 Tourism & Information Tourism & Information

Indigenous Overview Overview Provides support Teaches tertiary for all Indigenous students in one or Tourism employees, including more subject areas assistance with Lecturer and conducts research Development information support projects. services, literacy and Mentor numeracy, and guidance on cultural issues to facilitate positive connections with the Snapshot Key Responsibilities local community. Key Responsibilities Average weekly pay: • Offer support and information • Provide assistance and • Prepare and deliver lectures, • Attend meetings and conferences $2,000 to Indigenous employees, in training and facilitate connections tutorials and practical classes related to research regards to cultural issues and with support services Undergraduate Degree available support services • Assess student assignments and • Plan courses in consultation • Give support and information grade student performance with other staff, arrange course • Deliver accurate progress reports to employees timetables and coordinate and • Supervise research students supervise teaching assistants to • Assist with recruitment of conduct classes Indigenous staff • Discuss with students their progress and aspirations • Serve on departmental or faculty committees dealing with general • Organise and conduct field trips departmental and and or other administrative concerns learning activities • Prepare departmental budgets • Researcha specialised field of and associated reports study and publish the findings in books or professional and • Provide professional consultative academic journals services to government and industry

Case Study

Sarah Gardiner Senior lecturer – Griffith University

At Griffith you’ll learn from leading tourism experts variety of internship and work experience opportunities. who are helping to shape the future design of tourism This enables our students to put the theory of hospitality experiences in Queensland and using cutting-edge management and tourism into practice in real workplaces technology innovations. In the 2018 Shanghai Global with real clients. In addition, there are a range of study Ranking of Academic Subjects our Hospitality and tours to destinations including Italy and Dubai through Tourism subjects ranked #1 in Australia and #2 in the which students experience different tourist destinations world. Our students benefit from our partnerships with and can put their learning into practice. There is simply no national and international hotel chains, which provide a better place to begin your career in the service industry.

132 133 Tourism & Information Tourism & Information

Overview Overview Teaches subjects Liaises with industry Vocational for which they have Workforce stakeholders to specialist knowledge, inform and influence Education skills and experience. Planning the development of They also teach in non- education, training, Trainer industry specific areas Manager workforce capability such as languages, building and skilling literacy and general solutions that support workplace preparation. industry workforce development. Key Responsibilities Key Responsibilities

• Research and write syllabus that • Teach students in classrooms or • Promote the industry as a • Implement and manage projects covers course content workshops, providing theory and Snapshot career path to a diverse range of practical training through stakeholders, including industry, • Oversee the development, Snapshot • Interpret training packages, lectures, practical demonstration Average weekly pay: government, training providers implementation and monitoring prepare lessons and produce of the workforce planning and supervision $1,524 and schools Education Pathways: resources for use in teaching marketing and • Attend meetings and serve on Education Pathways: • Contribute to the design, analysis communication strategies TAE40116 Certificate • Carry out administrative tasks committees, or liaise with the and implementation of Tourism IV in Training and community and industry TAE40116 Certificate and Hospitality Workforce Plan • Monitor financial targets and • Counsel and advise students of ensure compliance with Assessment IV in Training and career opportunities • Provide research on current and contractual obligations and pathways Assessment future skills needs and and outcomes TAE50116 Diploma of recommend strategies Vocational Education TAE50116 Diploma of • Manage employee, contract and Training Vocational Education • Give strategy and policy advice on and work experience students and Training Workforce Planning requirements as required including recruitment, TAE50216 Diploma selection, induction training, of Training Design and • Offer a range of advice relating performance reviews and ongoing Development to apprenticeships, traineeships, professional development Vocational Education and Training BSB60915 - (VET) investment priorities, • Organise and participate in career Advanced Diploma of training packages and expos and career planning events Management (Human trade recognition • Participate in relevant boards and Resources) • Develop and facilitate the advisory committees development of training and Undergraduate Degree support programs

134 135 Tourism & Information Tourism & Information

Overview Conducts audits of accounting systems, financial statements Auditor and/or environmental performance of the operation in businesses and the industry. Manages corporate funding and financial risk and administers and Key Responsibilities reviews accreditation activities whilst • Gather data related to business • Identify if and where processes ensuring corporate and operations, using such methods are not working as they should government standards as on-site inspections, document and advise on changes to be made are being met. Detects reviews and staff interviews compliance problems • Report to management on the or management system • Advise organisations’ governing existence and effectiveness of deficiencies and makes boards on matters concerning the system of internal controls recommendations as to compliance with stock exchange listing rules, relevant legislation • Assist the business in developing their correction. and corporation practice an environmental management plan • Identify, manage and report on financial risks • Prepare final audit reports, which include results of audit Snapshot • Ensure policies, legislation, and recommendations for procedures and regulations are improvement Average weekly pay: followed and complied with $1,839

Growth: Very strong

Education pathways:

BSB51615 Diploma of Quality Auditing

MSS50118 Diploma of Sustainable Operations

MSS80118 Graduate Certificate in Sustainable Operations

Undergraduate Degree

136 137 Supporting Industries

Engineering & Maintenance

Mechanical Engineer Education Pathways MEM60105 Advanced Diploma of Overview Engineering Plans, designs and oversees the development, Undergraduate Degree installation, operation and maintenance of machinery. They conduct research to solve practical engineering problems and improve efficiency.

Electrical Engineer Education Pathways UEE53011 Diploma of Electrical Overview Systems Engineering Designs, develops and supervises the manufacture, UEE63011 Advanced Diploma of installation, operation and maintenance of Electrical Systems Engineering) equipment, machines and systems for the generation, distribution, utilisation and control of Undergraduate Degree electric power. Specialisation areas include motors Supporting and transformers, metal refining and operations of power plants. Industries Railway Infrastructure Education Pathways Worker TLI22215 Certificate II in Tram or Light Rail Infrastructure (Railway Overview Track Worker) Works on the construction, maintenance and TLI32918 Certificate III in Tram or operation of railway infrastructure, including Light Rail Infrastructure (Railway tracks, signalling equipment and buildings. They Track Worker) also check, assess and maintain track-laying Undergraduate Degree equipment.

Aerospace Engineer Education Pathways Undergraduate Degree Overview 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.

139 Supporting Industries Supporting Industries

Marine Engineer Education Pathways Plumbers Average weekly pay $1,142 MAR50613 Diploma of Maritime Overview Education Pathways Operations (Marine Engineering Class Overview 3 Near Coastal) Controls the installation, operation and CPC20912 Certificate II in Urban maintenance of machinery and equipment on ships Install, maintain and repair pipes, drains, MAR60115 Advanced Diploma Irrigation - Water supply plumber and vessels. Marine engineers work in the engine mechanical services and related equipment of Maritime Operations (Marine for water supply, gas, drainage, sewerage restricted to urban irrigation departments of cargo ships, dredges, offshore Engineering Class 2) supply and drill vessels, floating production storage heating, cooling and ventilation systems. systems and offtake facilities, oil tankers, passenger ships MAR60215 Advanced Diploma CPC32413 Certificate III in of Maritime Operations (Marine and tugs. They need to be familiar with various Plumbing - Plumber types of diesel engines, steam plant and gas Engineering Class 1) turbines. Undergraduate Degree CPC32513 Certificate III in Plumbing (Mechanical Services) - Plumber Aircraft Maintenance Education Pathways CPC32612 Certificate III in Roof Engineer MEA50218 Diploma of Aeroskills Plumbing - Roof Plumber (Mechanical) Overview Undergraduate Degree Installs, maintains and repairs aircraft engines, airframes, airframe systems, electrical, instrument Finishing Traders Average weekly pay $1,142 and radio systems, and aircraft structures and surface finishes. Education Pathways Overview Performs the last stages of the construction CPC31311 Certificate III in Wall sector which is floor and wall tiling, fibrous and and Floor Tiling Wall and Floor Tiler solid plastering and painting and decorating. CPC30611 Certificate III in Construction & Design Includes occupations such as painter, Painting and Decorating Painter decorator, plasterer and wall and floor tiler. and Decorator CPC31011 Certificate III in Solid Plastering Plasterer Bricklayers Average weekly pay $1,200 CPC31211 Certificate III in Wall Education Pathways and Ceiling Lining Fibrous Plastere Overview Works on the construction and repair of CPC30111 Certificate III in veneer and full brick construction, partitions, Bricklaying/Blocklaying arches and other structures using clay bricks, Infrastructure Worker concrete blocks and other types of building materials. Overview Works on small or large projects building roads and motorways, railways harbours, sewerage Carpenters Average weekly pay $1,000 and drainage, electrical infrastructure and pipelines. Includes asphalter, pipe layer and Education Pathways mobile plan operators. Overview Constructs, erects, installs, renovates and CPC30211 Certificate III in repairs structures and fixtures made of wood, Carpentry plywood, wallboard and other materials. CPC32011 Certificate III in Carpentry and Joinery CPC30116 Certificate III in Shopfitting

140 141 Supporting Industries Supporting Industries

Industrial Designer Education Pathways Law Overview Education Pathways:

Creates and produces designs for commercial, SIT30116 Certificate III in Tourism medical and industrial products. They make Conveyancers and Legal Education Pathways models and prototypes of the designs and cover SIT30216 Certificate III in Travel Executives BSB52015 Diploma of a variety of goods. Conveyancing Overview BSB61115 Advanced Diploma of Act for and on behalf of clients in the areas of Conveyancing property transfer, company and business law, trusts, wills, probate and litigation.

Architect Education Pathways Overview SIT30116 Certificate III in Tourism Solicitors

Uses creativity and a practical understanding of SIT30216 Certificate III in Travel structures and materials to develop concepts, Overview plans, specifications and detailed drawings for Provide legal advice, prepare and draft legal buildings and other structures. documents, and conduct negotiations on behalf of clients on matters associated with the law.

Environmental Researcher Education Pathways Overview Education Pathways:

Plans and conducts research into environmental and MSS50218 Diploma of sustainability matters. Environmental Monitoring and Technology

MSS50218 Diploma of Environmental Monitoring and Technology

MSS80218 Graduate Certificate in Environmental Management

142 143 Awards

Queensland Tourism Awards Benefits of entering the Queensland Tourism Awards: • Be recognised as an outstanding tourism business Awards Hosted by the Queensland Tourism Industry Council, the Queensland Tourism Awards are recognised as • Discover the full potential of your enterprise the industry’s largest and most prestigious event, proudly presented by the Queensland Airports • Supercharge your annual business planning process Limited in partnership with Tourism and Events Queensland (TEQ). • Gain a competitive edge by receiving feedback from industry leaders The awards recognise, acknowledge and celebrate the tourism operators in Queensland who have • Use the submission as a benchmark to improve the validated outstanding achievement and contribution bottom line to Queensland’s tourism industry. • Receive media coverage and exposure The Awards program, hosted and managed by QTIC, is a submission and inspection based program • Energise and motivate your staff which provides the opportunity to acknowledge • Use the Awards logo to promote your operation as an and showcase Queensland’s finest tourism industry, award-winning business including individuals, businesses (industry operators) and events. • 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 25

• The Gala Awards ceremony will be the biggest industry party of the year!

145 Awards Awards

QTIC Prize for Innovation in Tourism Queensland Training Awards

The Queensland Training Awards are the state’s highest Queensland tourism businesses have an opportunity to win a recognition of people and organisations striving for success, share in more than $30,000 in prizes as part of the QTIC Prize Australian Tourism Awards best practice and innovation in training. Award categories for Innovation in Tourism. The program is open to micro and recognise outstanding achievement from: small to medium sized Queensland tourism enterprises that have developed and adopted innovative products, services • Completing apprentices and trainees and processes within Queensland. For more information, • School-based apprentices and trainees visit www.qtic.com.au or contact QTIC on (07) 3236 1445 or [email protected]. • Graduates of certificate, diploma and advanced diploma courses www.qtic.com.au/awards/qtic-awards • Small, medium and large employers who use training in their workplace • Registered training organisations (training providers), teachers, and trainers.

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 Australian Training Awards the Australian Tourism Awards. The Australian Training Awards are the peak, national www.australiantourismawards.com.au awards for the vocational education and training (VET) sector. The Awards recognise individuals, businesses and registered training organisations for their contribution to skilling Australia. WorldSkills Australia The Awards are the culmination of the state and territory training awards with winners from each state and territory WorldSkills Australia (WSA) aims to develop and nurture the eligible to compete at the national level in various skills of young Australians. The organisation promotes and categories. builds a skill culture by inspiring young people, celebrating skills Through showcasing best practice, the Australian Training excellence and providing them with an opportunity to showcase Awards promote continuous improvement and innovation their trade and skill talent. WSA achieves this goal through in the design and delivery of VET which has led to awareness competitions held on a regional, national and international level. and respect for skill based careers and excellence. www.worldskills.org.au www.australiantrainingawards.gov.au

146 147 Awards Awards

Seven News Young Achiever Awards

QTIC’s Salute to Excellence Awards

The purpose of the Seven News Young Achiever Awards The QTIC Salute to Excellence Award recognises The Awards celebrate the next generation of leaders is to acknowledge, encourage and most importantly Queensland’s state and non-state secondary school in the tourism and hospitality industry. Benefits for promote the positive achievements of all young people students in Year 11 and Year 12 across three categories: participants include: up to and including 29 years of age. • Tourism • Relish industry and state recognition of achievements Objectives of the program include: • Hospitality • Opportunity to gain real-world experience • Acknowledge and highlight the achievements of • Food and beverage young Australians • Establish industry/employer contacts and mentors High school students must have completed or • Educate the public with examples of completing vocational training through either: • Gain assistance with career aspirations youth achievement • Vocational Education and Training in Schools (VETiS), or • Inspire students to grow and develop in a leading Queensland and Australian industry • Encourage and motivate young Australians at all • School-based traineeships, or levels (local, state and national) in their chosen field of endeavour • School-based apprenticeship. • Gain knowledge through success stories from industry professionals • Develop a sense of pride in being an Australian • Maximise opportunities for media coverage • Build self-confidence through rewards for excellence • Meet other like-minded fellow students from across Queensland • Provide role models and mentors for youth by highlighting the pursuit of excellence • Participate in the QTIC Salute to Excellence Alumni • Develop and encourage leadership and life skills in young Australians. Great prizes and incentives are up for grabs in addition to invaluable mentoring and work experience www.awardsaustralia.com/young-achiever-awards/qld opportunities. The program is free to enter and participate. For more information go to qtic.com.au/workforce-development/salute- excellence-awards/

148 149 Accreditation

Accreditation

If the tourism industry is to achieve success in the increasingly Businesses endorsed by tourism accreditation programs competitive national and international markets, all sectors of benefit from increased credibility, visibility and the industry must develop quality products and services that competitiveness. Accreditation programs help them focus will meet the expectations of their customers. To achieve on aspects of their business that provide resilience through this goal, all businesses involved in the industry must pay leaner times, exploit better periods, and further develop close attention to their business practices to ensure that the consistency of quality. services and products offered by them are reliable, consistent and predictable. The information below provides an overview of some of the available accreditation programs in Queensland. For more information, visit www.qtic.com.au/accreditation

Quality Tourism Framework

Governed by the Australian Tourism Industry Council (ATIC), the new ‘Quality Tourism’ brandmark is a symbol of excellence for businesses participating in its framework of quality tourism programs.

This framework includes established and well-respected programs such as the Australian Tourism Accreditation Program, Star Ratings, and the Australian Tourism Awards. Any business that has met the minimum accreditation standard will have access to the Quality Tourism Accredited Business brandmark. For further information visit: www.qualitytourism.com.au Accreditation

Australian Tourism Accreditation Program (ATAP)

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. In Queensland, QTIC delivers the national program and can provide support throughout the process.

accreditation.atap.net.au

Star Ratings

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.

www.starratings.com.au

151 Accreditation

EarthCheck EarthCheck is the world’s leading scientific benchmarking certification and advisory group for travel and tourism. Their suite of accreditation programs help designers, businesses and destinations evaluate their economic, social, and environmental impacts and transparently report their commitments to climate change.

www.earthcheck.org

ECO Certification 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. Other programs available include Climate Action Certification, Respecting Our Culture (ROC) Certification and Ecoguide Certification.

www.ecotourism.org.au

Queensland Visitor Information Centre Accreditation Accredited Visitor Information Centres (VICs) play an important role in Queensland's tourism industry. To raise the standard of information provision and acknowledge genuine visitor information providers, accreditation policies and procedures 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/VIC-portal

Caravan Industry Association of Australia – National Accreditation Program To become an accredited business, caravan holiday parks must comply with CARAVAN/ certain standards, including legal compliance, environmental management, HOLIDAY PARK 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

China Ready & Accredited CHINA READY® is a Chinese Government and industry-endorsed quality service certification that equips operators to welcome, understand and successfully engage with China and Chinese people, giving easier access to the world’s largest consumer market.

chinareadyandaccredited.com/program/

For more information, visit www.qtic.com.au/accreditation or email [email protected]

152 Education

The QTIC, Tourism and Hospitality Careers Guide 2019-20, outlines a range of educational pathway opportunities including Vocational Education and Training (VET) and Higher Education. Many of these education pathways are highlighted within specified job roles and may include VET pathways including; units of competency, skills sets, qualifications. Higher Education pathways have been listed as Undergraduate Degrees due to the nature of the diverse range and number of courses available across Universities and Higher Education providers.

The table below demonstrates the range of Training Packages that are used by Tourism and Hospitality employers across Australia. Training Packages are a set of nationally endorsed qualifications, registered skills sets and units of competency used as standards to recognise the skills and knowledge required to perform in that job role and/or workplace. For more information on training packages and qualifications go to https://training.gov.au/Home/Tga

Tourism & Events Restaurant Attractions Infomation Travel Accommodation

SIT

CUA

ICT

FNS Education TLI MAR

MEA

SIS

MSS

AHC

UEE11

CPP07

MEM05

AVI

• SIT - Tourism, Travel and Hospitality Training Package • MSS – Sustainability • CUA - Creative Arts and Culture Training Package • AHC - Agriculture, Horticulture and Conservation and Land Management Training Package • ICT - Information and Communications Technology • UEE11 - Electrotechnology Training Package • FNS - Financial Services Training Package • CPP07 - Property Services Training Package • TLI - Transport and Logistics Training Package • MEM05 - Metal and Engineering Training Package • MAR - Maritime Training Package • AVI - Aviation Training Package • MEA - Aeroskills Training Package • SIS - Sport, Fitness and Recreation Training Package

155 Education Education

Gateway Schools Higher Education The Food, Wine and Tourism Gateway to Industry Students gain valuable industry experience while still Schools Program supports young people in making a at school, providing them with the tools and knowledge Institution Undergraduate Program Institution Postgraduate Program successful transition from school into further education to make informed decisions about training and or employment. employment. University of • Bachelor of International Hotel University of • Master of Tourism Leadership Queensland and Tourism Management Queensland • Master of Tourism, Hotel and The program blends school, vocational and academic For more information on the Food, Wine and Tourism • Bachelors of Business Event Management www.uq.edu.au www.uq.edu.au curricula tailored specifically for industry needs, Gateway to Industry Schools Program, including details Management/International enabling students to learn about career opportunities about current activities and projects, opportunities for Hotel and Tourism Management available in the food, wine, hospitality and tourism students and teachers or how your school or business • Bachelor of International Hotel industries. can get involved, visit the Queensland College of Wine and Tourism Management Griffith University • Master of Business Tourism website at (International Tourism and Schools participating in the food, wine and tourism Griffith University • Bachelor of International www.griffith.edu.au Tourism and Hotel Management Hospitality Management) gateway program collaborate with industry to provide www.qcwt.com.au/schools_prog www.griffith.edu.au direct pathways for students in obtaining work or entering higher study.

James Cook • Master of International Tourism James Cook • Bachelor of Business in University and HospitalityManagement Hospitality and Tourism • Master of International Tourism University www.jcu.edu.au Management and HospitalityManagement www.jcu.edu.au – Master of Business Administration (Dual Program)

Bond University • Bachelor of International Hotel Bond University • Bachelor of International Hotel www.bond.edu.au and Tourism Management www.bond.edu.au and Tourism Management

University • Bachelor of Business (Tourism CQUniversity • Master of Sustainable Tourism of Southern Management) Australia Management Queensland • Bachelor of Business (Tourism www.cqu.edu.au and Events Management) www.usq.edu.au • Bachelor of Science (Wine Science) • Bachelor of Aviation

CQUniversity • Bachelor of Hospitality Australia Management www.cqu.edu.au

University of • Bachelor of Business (Tourism, Sunshine Coast Leisure and Event Management) www.usc.edu.au

156 157 Education

What is the difference between VET and higher Education

VET courses include certificates I to IV, diplomas and Research shows that 4/5 parents would prefer their advanced diplomas. These are lower-level qualifications child to go to university after school over vocational than those offered in the higher education sector, education and that many young people and parents which include bachelor degrees, graduate certificates, don’t understand the benefits of vocational education graduate diplomas, master degrees and doctoral and training (e.g., TAFE, apprenticeships, traineeships). degrees. 2017 Australian research suggests that¹:

VET study provides graduates with the practical skills • 9 out of the 10 top occupations predicted to have they need for certain industries and roles. Courses the most jobs growth are in vocational training in the higher education sector tend to have more areas. of an academic focus, although many degrees have a vocational focus (such as those in the fields of • The median full-time income for a vocational agriculture and design). education graduate is $56,000 vs $54,000 for someone with a bachelor degree.

• Nearly eight in 10 vocational education graduates have a job soon after training, vs about seven in 10 university graduates; and

• More than nine in 10 trade apprentices have jobs after finishing training.

1 https://saf.org.au/perceptionsarenotreality/

159 Licensing

Liquor and Gaming

Responsible Service of Alcohol Training Responsible Service of Gambling

It is mandatory for certain people involved in Queensland’s Since 1 October 2010, it has been mandatory for certain liquor industry to have a current Responsible Service of people involved in Queensland’s gaming industry to have Alcohol (RSA) statement of attainment issued for successful a current Responsible Service of Gambling (RSG) course completion of the RSA training course, conducted by an Office certificate. of Liquor and Gaming Regulation (OLGR) approved trainer. Having licensees, management and those employed to Trained employees are able to identify the signs of problem undertake specified tasks in licensed venues trained in RSA gambling, provided with skills to handle difficult situations benefits both employee and employer. and apply the principles of the Queensland Responsible RSA training provides skills in handling difficult situations, Gambling Code of Practice. Trained employees are aware of how to recognise signs of intoxication and strategies to slow the legal obligations and ramifications associated with the or moderate the supply of alcohol and how to refuse service. 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 All licensees must ensure the following people have a community. People who carry out gaming duties or gaming current RSA statement of attainment, within 30 days tasks within a licensed club or hotel must complete RSG of commencing employment: training within three months of starting employment.

www.business.qld.gov.au/industry/liquor-gaming • The licensee (if an individual) Since 1 July 2013 the training course certificate recognised • Any member of staff of the licensed premises who is for having completed mandatory RSG training required by the involved in the service or supply of liquor at the premises. Gaming Machine Act 1991 is a VET Statement of Attainment in SITHGAM001 Provide responsible gambling services Staff members involved in the service or supply of liquor Licensing include approved managers, bartenders, glass collectors, floor staff, security staff and room service staff.

As a competency within a national training package, a SITHFAB002 Provide responsible service of alcohol course may only be delivered by a registered training organisation.

Responsible Management of Licensed 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

161 Licensing Licensing

Workplace Health & Safety Security Workplace Health & Safety Queensland Individual - Class 1 Individual - Class 2

Workplace Health and Safety Queensland (WHSQ) is prosecutes breaches of legislation and educates employees • Bodyguard - providing close personal protection services. • Security adviser - providing advice about security responsible for improving workplace health and safety in and employers on their legal obligations. WHSQ also provides equipment, methods or principles. Queensland and helping reduce the risk of workers being policy advice on workers’ compensation matters. • Private investigator - obtaining and providing information killed or injured on the job. WHSQ enforces work health and about another person without their consent, such as • Security equipment installer - installing, repairing, servicing safety laws, investigates workplace fatalities, serious injuries, www.worksafe.qld.gov.au surveillance work or investigating the disappearance of a or maintaining security equipment. missing person.

• Crowdcontroller-maintaining order in and around a public For more information on Security Licensing, go to: place such as a hotel or sporting event. https://www.qld.gov.au/law/laws- regulated-industries- Marine Safety and-accountability/queensland-laws-and-regulations/ • Cash transit security officer - carrying cash or regulated- industries-and-licensing/regulated-industries- Maritime Safety Queensland other valuables. licensing-and-legislation/security- industry-regulation/get- a-security-licence Maritime Safety Queensland (MSQ) is responsible for The national system arrangements are implemented together • Unarmed security officer - guarding, patrolling or watching protecting Queensland’s waterways and the people who use with Maritime Safety Queensland's state marine legislative another person's property, without a guard dog or weapon. them - providing safer, cleaner seas. MSQ is also responsible responsibilities. for delivering a range of services on behalf of the national • Monitoring security officer - monitoring property using regulator (the Australian Maritime Safety Authority) under www.msq.qld.gov.au an electronic monitoring device, such as a visual recording the Marine Safety (Domestic Commercial Vessel) National system, a radio or remote alarm system. Law Act 2012. • Dog patrol security officer - guarding, patrolling or watching another person's property, with a guard dog. The Australian Maritime Safety Authority

The Australian Maritime Safety Authority (AMSA) is a Entry level requirements exist for all people working on statutory authority established under the Australian commercial tourism vessels such as: Maritime Safety Authority Act 1990 (the AMSA Act). AMSA’s principal functions are: • Elements of Shipboard Safety

• Promoting maritime safety and protection of the • First Aid marine environment • Oxygen Provider / CPR • Preventing and combating ship-sourced pollution in the marine environment • RMDL (Tender Licence)

• Providing infrastructure to support safety of navigation in A commercial marine licence is required to operate a Australian waters commercial tourism vessel.

• Providing a national search and rescue service to the www.amsa.gov.au maritime and aviation sectors.

162 163 Hints & Tips

Questions to consider Before you enter into a new course or training program, you may like to consider these questions.

Have I considered the costs?

• How much does the course or training • Are there scholarships available to me? program cost? • Am I eligible? • Are there out-of-pocket expenses (e.g. text books, uniforms, chef knives, computer, printing, • What are the entry requirements? transportation, etc.)? • Do I need prior qualifications? • Must I pay up-front or can I pay in instalments? • Can I receive recognition of prior learning (RPL)? • Does the course or training program qualify for HECS-HELP, VET FEE-HELP, FEE-HELP, or • Can I get the right support I need to succeed in the course other loans? or training program?

• Can I receive government assistance? • Can I receive credits for prior study, training Hints & Tips or qualifications?

What does studying involve?

• Do I know the course or training program • Is the course or training program practical or commencement, census date or completion dates? academically focussed?

• What is the learning style (lectures, tutorials, • Must I attend every class and what happens if I practicals, work placement, online learning miss one? or seminars)? • Are the teaching staff or lecturers qualified with • Do I need to use my personal equipment or will the relevantand up-to-date industry experience? course provide me with access to what I need? • What amenities are available on campus and do I see • Will the course or training program provide learning myself learning there? support, if I need it, and what does that involve? • Are there opportunities for part-time study or • What is the course or training program size and does residential placements? it suit me?

165 Hints & Tips Hints & Tips

How to succeed in your studies How to get that job

P.A.S.S T.H.A.T Job searching Be resume ready Some tips and suggestions to help you PASS THAT course or training program.

Research the job and organisation. A resume is a summary of your experience, education and skills. Usually one or two pages in length, resumes are used PLAN YOUR STUDY SCHEDULE TAKE NOTES • Find out what the organisation does, how they operate, by employers to find out about a job applicant. Recruiters recent achievements, major changes or projects. only need 20 seconds to assess your resume, so make it Use a calendar to note your assessment dates at the start of Keep track of important notes and information from your stands out, is easy to read and uses action and key words to semester and keep track of when assessments are due. Plan course as well as collecting hints and tips from other • Call the recruiter and have a discussion about what get their attention. your weeks in advance so you know when important events students and trainers, lecturers and mentors. When you’re they’re looking for in an applicant. Hopefully they will and meeting are happening. feeling the pressure, refer to your notes and go over those remember you when you submit your application. Keep your resume current and up to date. Use spell check points to ensure you’re following the best path towards and get a family member or friend to look over it to ensure it study success. Don’t get discouraged! Job searching can take time and you is clear and well written. ATTEND ORIENTATION may face setbacks and rejections before securing a position. Make sure you include the following information: Maintain your network. Many jobs in the hospitality and Visiting your campus on orientation day gives you a feel for HAVE A BALANCE • Personal details including name and contact information campus life and allows you to sign up to any clubs, societies tourism industry are found through industry contacts, not or sporting teams. You can also attend information sessions Make time to balance your study, leisure and work time. job sites. • Key skills – e.g. time management, analytical, that help you with your study. Take time off from study to enjoy the student life with your communication friends. Don’t commit to too much part-time work as you • Work history, relevant experience and achievements will not have enough time for study. Ensure you are eating SCHEDULE TIME TO SLEEP healthy, balanced meals and drinking plenty of water. Taking • Education care of yourself will help you stay on top of your studies. Stay active but ensure that you get an adequate amount of Getting sick can mean missing important deadlines. sleep. Lack of sleep can greatly impact your studies.

ASK QUESTIONS Preparing for an interview SIGN UP Don’t be afraid to talk to the teaching staff on your campus. Join any clubs, societies and sporting teams where you They have a lot of experience and can help you with any study Prepare answers for common interview questions, such as: Prepare questions to ask the interviewer to show you’re well may share a common interest. These interest groups are or employment concerns. prepared and interested in the role. an excellent way to make friends, understand your industry • Tell me about yourself better and make contacts. • Why are you interested in this job/organisation? Dress appropriately. Research the company and their dress TAKE ADVANTAGE OF OPPORTUNITIES code and dress to match. If you’re unable to find out, ensure • What is your greatest strength/weakness? you look neat and smart. Your campus and trainers or lecturers will be able to help • What do you know about our company? identify relevant volunteering, mentoring, work experience Know where your interview is going to be, and make sure you • How have you handled difficult or stressful situations in and internship opportunities. Make sure you follow your have plenty of time to travel. your current job? course’s social media account or emailing list to be in the know. • What are your achievements to date? Arrive 10 minutes early so you can calm down and gather your thoughts. Content used with permission from the Australian Council Use the STAR method to prepare for such interview for Private Education and Training (ACPET). 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?

166 167 Hints & Tips Hints & Tips

Financial Assistance Options for Students Useful Websites

HECS - HELP • Be an Australian citizen Australian Apprenticeship Support Queensland Curriculum and Assessment • Be a New Zealand Special Category Visa holder www.apprenticeshipsupport.com.au Authority HECS-HELP is a student loan scheme for eligible • Be a permanent humanitarian visa holder Commonwealth supported students to defer their student www.qcaa.qld.edu.au • Be enrolled in an eligible unit of study contribution and repay it later through the taxation system. • Have not exceeded the FEE-HELP limit Australian Government Study Assist Eligibility criteria include: • Have maintained a 50% unit pass rate www.studyassist.gov.au Queensland Tertiary Admissions Centre www.studyassist.gov.au/sites/studyassist/ • Be studying in a Commonwealth supported place 1300 GO QTAC (1300 467 822) helppayingmyfees/ hecs-help/pages/hecs-help-welcome www.qtac.edu.au • Be an Australian citizen CRICOS • Be New Zealand Special Category Visa holder VET Student Loans For International Students • Be a permanent humanitarian visa holder www.cricos.education.gov.au Reading and Writing Hotline • Be enrolled in each unit at your university by the VET Student Loans is an income contingent loan scheme to 1300 6 555 06 census date assist eligible students studying certain diploma level and www.readingwritinghotline.edu.au above vocational and education and training qualifications. Department of Education and Training www.studyassist.gov.au/sites/studyassist/ Eligible students are entitled for loans up to a capped helppayingmyfees/ hecs-help/pages/hecs-help-welcome amount. Myskill www.myskills.gov.au Skills Road https://www.education.gov.au/vet-student-loans 1300 6 555 06 Job Guide www.skillsroad.com.au Abstudy www.education.gov.au/job-guide Youth Allowance Abstudy assists with tuition costs for Aboriginal and Torres Jobactive Strait Islander Australians who are studying or undertaking In an education context, the Youth Allowance provides www.jobsearch.gov.au Training Queensland an Australian apprenticeship. financial support for people aged 16 to 24 years who www.training.qld.gov.au Job Ready www.humanservices.gov.au/customer/services/centrelink/ are studying full-time, undertaking a full-time Australian www.jobready.gov.au abstudy Apprenticeship, or training. Eligibility criteria include: Myfuture Training Ombudsman www.myfuture.edu.au www.qld.gov.au/education/training Austudy • 16 to 17 years old and independent or needing to live away from home to study Austudy provides financial support to full-time students and Australian Apprentices aged 25 years or older, • 18 to 24 years old and studying full-time Australian Apprenticeship Pathways studying full-time in an approved course at an approved https://www.aapathways.com.au educational institution, or undertaking a full-time Australian • 16 to 24 years old and undertaking a full-time Australian Apprenticeship or traineeship. Apprenticeship www.humanservices.gov.au/customer/services/centrelink/ www.humanservices.gov.au/customer/services/centrelink Job Outlook austudy youth-allowance https://joboutlook.gov.au FEE - HELP Scholarships FEE-HELP is a loan scheme that assists eligible fee-paying students, enrolled at an eligible FEE-HELP higher education Scholarships can be awarded on financial needs, academic provider, to pay all or part of their tuition fees for eligible achievements, rural living or Indigenous backgrounds. units of study. It cannot be used for additional costs such as Contact your educational institution for more details on accommodation or text books. potential scholarships available to you.

Eligibility criteria include:

• Be studying at an approved FEE-HELP provider or through Open Universities Australia

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Australian Taxation Office (ATO) and Tax Australian Apprentice Support Network Employee Support File Number (TFN) Australian Apprentice Network is a network of providers As part of your obligations when working in Australia you contracted by the Australian Government that provide free Fair Work Ombudsman Employee rights, entitlements and pay will need to pay taxes, which is the money collected by the Australian Apprenticeship support services to apprentices Australian Taxation Office to pay for services provided to and employers. The Australian Government invests up to $190 The Fair Works Ombudsman is an independent You should be aware of the rights and entitlements that the community, such as health, education, social services and million annually in the network to make it easier for employers statutory agency of the Australian Government come as part of being a Queensland employee. defence. The TFN is your personal reference number in the tax to recruit, train and retain apprentices and to support which supports Australian workplaces, so they can be and super systems. Although having a TFN is not mandatory it individuals to succeed in their apprenticeship. The providers compliant, productive and inclusive. They help both, • Leave entitlement: All workers are entitled to leave however, will help you avoid paying more tax. You will only need to apply will give advice and support services tailored to the needs of employers and employees, to understand their rights this will depend on the type of contract you sign. Casual for a TFN once since it is for life. Visit the Australian Taxation employers and apprentices throughout the entire process, and responsibilities under Australian workplace laws workers, for example, are not entitled to any paid annual Office website to apply for your TFN: https://www.ato.gov.au/ from pre-commencement to completion. For more information and work with them to resolve any issues that may arise. leave nevertheless, they can take up to two days unpaid Individuals/Tax-file-number/ visit: https://www.australianapprenticeships.gov.au/find-my- Their services are free to al workers and employers in carers’ or compassionate leave. aasn/full-list Australia. More info: https://www.qld.gov.au/jobs/entitlements/leave Help for: Bank accounts • Workers’ compensation: Is the insurance that can pay the Group Training Organisations • Visa holders and migrants wages and medical costs of employees who have been Having a bank account can be beneficial in numerous ways, • Young workers and students injured due to their employment. WorkCover Queensland is to save money, as safer way of carrying money and for your Group Training Organisations (GTO) employ apprentices and the exclusive provider of accident insurance. trainees and place them with host employers. The GTO will • Apprentices and trainees employers to transfer your pay. It is important that before you More info: https://www.qld.gov.au/jobs/entitlements/ open a bank account you compare banks to understand their undertake employer responsibilities such as, selecting and • Aboriginal & Torres Strait Islander people compensation fees and charges to guarantee you are getting the most use recruiting, managing the quality and continuity of training • Parents and families and benefit out of it. Depending on the bank of your choice, the and looking after the employees’ benefits, including: wages, allowances, superannuation, workers compensation, among • Awards and Wages: An award is the legal document where all requirements to open a bank account will be different so make • Small businesses others. The main goals of a Group Training Organisation is to the terms and conditions of employment for a job or industry sure you check with them what you will need. Two documents create additional employment opportunities and improve the • Franchises will be set out. It contains information like minimum wages, that everyone will ask for is a photo ID and money to deposit quality of the training available. For more information about overtime, penalty rates and allowances. Most of the wages into the account. If you are an international student, you will • Contracting labour & supply chain GTOs visit: https://www.australianapprenticeships.gov.au/ in Queensland are controlled by an award and will depend on also need your passport and your student ID. • Independent contractors find-my-aasn/full-list the job. However, the national minimum wage is $18.93 per For more info visit: https://www.fairwork.gov.au/ hour. Find out your wage at: https://calculate.fairwork.gov.au/ Useful Organisations findyouraward Anti-discrimination Queensland Training Ombudsman Superannuation • Anti-Discrimination Commission Queensland The Queensland Training Ombudsman is an independent Superannuation is part of the rights you receive from office that provides Queenslanders with support being an employee in Australia; it is the money that is • Website: http://www.adcq.qld.gov.au/ Phone:1300 130 670 to resolve training issues or make complaints thus set aside for your retirement. The money comes from strengthening the State’s vocational education and the contributions your employer makes to your super • Australian Human Rights Commission Website: https://www. training (VET) sector. They offer a free, independent fund and you can top the fund with your own money. Your humanrights.gov.au/complaint-information Phone: 1300 and confidential service to review and resolve enquiries employer must pay 9.5% of your salary into your super 656 419 and complaints from students, regional tourism fund. It is important that when you are hired you keep organisations (RTO’s), apprentices, trainees and in mind considerations such as which super fund you Mental Health employers. Queensland Training Ombudsman reports want to choose and if you want to make any voluntary on issues in the VET sector and advises the government contributions. It is your employer’s obligation to pay • For immediate help call Triple Zero (000) on ways to improve them. If you are experiencing any your superannuation however, it is your responsibility issues with the VET sector or have any complaints, to make sure everything is right. For more information • Mental Health Access Line: 1300 MH CALL (1300 642 255) please visit http://trainingombudsman.qld.gov.au/. visit: https://www.qld.gov.au/jobs/finance/super • Mental Health Association Queensland Website: https:// www.mentalhealth.org.au/

• Queensland Alliance for Mental Health Website: https:// www.qamh.org.au/

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