• Victoria Tourism Industry Council (VTIC)
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Victoria Tourism Industry Council (VTIC) is passionate about developing the people who work in Victoria’s tourism and events industry. That’s why we’ve developed this online learning and training for people to gain the necessary knowledge and skills anywhere, anytime.

There are three modules available:

  • Volunteer Management,
  • Excellence in Customer Service, and
  • Coaching Skills for Managers and Supervisors.

Download the VOLT flyer

MODULE: VOLUNTEER MANAGEMENT

VTIC-VOLT-Sidebox-VolManThis online learning module aims to provide you with a better understanding of the importance of volunteers to the tourism industry and the roles they can play in visitor servicing.

This module covers:

  • National Standards for Involving Volunteers
  • Managing Your Legal Obligations
  • Attracting and Recruiting Volunteers
  • Training and Retaining Volunteers

At the conclusion of this module you will be able to:

  • Describe the legislative obligations relevant to volunteers in the workplace and how to manage them;
  • Describe the responsibilities of volunteers in the workplace;
  • Implement strategies to effectively attract volunteers and establish a successful recruitment process;
  • Understand and promote diversity in the workplace;
  • Establish an effective induction and training program in the workplace;
  • Implement strategies not only to effectively support volunteers, but also to performance manage or retire those volunteers who are not adhering to the volunteering code of conduct or are otherwise no longer able to effectively fulfill their roles; and
  • Introduce cost effective ways to reward and recognise volunteers for their hard work.

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MODULE: CUSTOMER SERVICE

VTIC-VOLT-Sidebox-CusServiceThis online learning module aims to demonstrate the importance of customer service excellence in the tourism industry.

This module covers:

  • Delivering excellent customer service
  • Recognising customer needs
  • Assisting visitors and customers with specific needs
  • Dealing with challenging situations
  • Tools to enhance service provision

At the conclusion of this module you will be able to:

  • Identify the elements of excellent customer service;
  • Use effective communication techniques to identify customer needs;
  • Implement strategies to assist visitors and customers with specific needs;
  • Implement strategies to assist visitors and customers from non-English speaking backgrounds;
  • Identify tools to enhance service provision

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MODULE: COACHING AND LEADERSHIP

VTIC-VOLT-Sidebox-CoaLeaThis online learning module aims to demonstrate how to provide effective leadership and create a productive relationship with your team and maximises the performance of the team.

This module covers:

  • Leadership skills for the 21st Century
  • Staff development
  • Giving effective feedback
  • The essential elements of coaching
  • Coaching for staff development

At the conclusion of this module the participant will be able to:

  • Describe the skills required by leaders today
  • Outline the different functions of managers and leaders
  • Describe and apply the steps for ongoing staff development
  • Prepare development plans for all team members
  • Plan and prepare for effective feedback sessions
  • Outline the steps in the GROW model of coaching
  • Use effective communication techniques to coach team members
  • Describe and apply arrange of coaching styles to improve motivation and skill

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PRICING

# of licencesMEMBER Per module CostMEMBER All three modulesNON-MEMBER Per module CostNON-MEMBER All three modules
10 or less$220$550$320$750
11 or more$275$660$275$660

* All prices include GST.
** Access to training is for 12 months from the date of purchase.
*** For ’11 or more’ student licences there is a maximum of 20 enrollments per package only.
**** For more than 20 enrollments, price is on application.

ENQUIRIES

Phone: 03 8662 5425
Email >

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