Modification History
Version |
Comments |
1.0 |
E Replaces and is equivalent to SITTTSL007B Receive and process reservations. Title simplified. |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to receive and process reservations for a tourism, hospitality or event product or service offered for sale to agents or direct to the consumer. It requires the ability to determine the availability of the product or service, offer alternatives, accurately record the reservation details and administer the reservation through to finalisation. The unit covers the required skills to manage reservations and not the related sales and computer skills which are found in other units.
Application of the Unit
The product can include any international or domestic product sold by any tourism, hospitality or event organisation. It applies to those operators who act as principal (the supplier) and who receive and process reservations for the supply of their product or service. This would include airlines, vehicle rental companies, hotels, motels, bed and breakfasts or other accommodation providers, tour operators of any type, outbound tour wholesalers and attractions and theme parks.
This unit applies to those frontline sales personnel who operate with some level of independence and under limited supervision. This includes reservations sales agents, reservations consultants, call centre consultants, booking officers and small business owner-operators.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements and Performance Criteria
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
1. Receive reservation request. |
1.1 Determine the availability of the requested reservation and advise the customer . 1.2 Offer alternatives for unavailable reservations including waitlist options. 1.3 Answer enquiries regarding costs and other product features. |
2. Record details of reservation. |
2.1 Record customer details against their reservation to allow correct interpretation by other operational personnel. 2.2 Enhance customer service and operational efficiency by using available customer profile or history. 2.3 Record any special requests. 2.4 Confirm all details with the customer, confirm their understanding and agreement 2.5 File the reservation according to system or procedural requirements and provide customer with reference code. 2.6 Prepare and issue documents tailored to customer reservation. |
3. Update reservations. |
3.1 Retrieve reservation data. 3.2 Accurately update financial status of the reservation. 3.3 Accept, process and record any customer requests for amendments or cancellations. 3.4 Provide details of amendment or cancellation conditions and charges and confirm customer understanding. |
4. Advise others on reservation details. |
4.1 Communicate general and specific customer requirements and reservation details to appropriate departments and colleagues. 4.2 Compile and provide reservation statistics. 4.3 Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste. |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit. |
Required skills |
|
Required knowledge |
|
Evidence Guide
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. |
|
Overview of assessment |
|
Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the ability to:
|
Context of and specific resources for assessment |
Assessment must ensure use of:
|
Method of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
|
Guidance information for assessment |
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
|
Range Statement
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
|
Customers may be: |
|
A record of customer details may be: |
|
A reservation may be: |
|
Customer profile may include: |
|
Documents issued to customers may include: |
|
To update financial status may involve: |
|
General and specific customer requirements and reservation details may include: |
|
Unit Sector(s)
Tourism
Competency Field
Tourism Sales and Operations