Unit of competency
Modification History
Not applicable.
Application
This unit describes the performance outcomes, skills and knowledge required to make and administer customer bookings for products and services. It requires the ability to administer all bookings from identification of customer booking requirements, through to finalisation and issue of documentation. This may include determining availability of the product or service, offering alternatives, accurately recording the booking details, interpreting all documentation requirements and preparing and despatching documents within designated deadlines.
The product or service can include any international or domestic product or service sold by any travel organisation. This includes airlines, cruise lines, 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.
The unit applies to frontline operations personnel who operate with some level of independence and under limited supervision. This includes travel consultants, cruise consultants, inbound tour coordinators, reservation sales agents and owner-operators of small travel organisations.
The skills in this unit of competency must be applied in accordance with Commonwealth and State/Territory legislation, Australian standards and industry codes of practice.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Pre-requisite Unit
Nil
Competency Field
Travel
Unit Sector
Tourism
Elements and Performance Criteria
ELEMENTS |
PERFORMANCE CRITERIA |
Elements describe the essential outcomes |
Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Confirm booking request. |
1.1. Confirm client requirements for travel products or services directly, or from prepared quotation and record any special requests or special needs. 1.2. Determine availability of requested product or service and advise customer, offering alternatives for unavailable products or services, including waitlist options and cruise guarantee options. 1.3. Provide all details to customer, and then confirm their understanding and agreement, responding to any customer questions. 1.4. Provide details of amendment or cancellation conditions and charges and confirm customer understanding and agreement. |
2. Administer customer file and identify booking requirements. |
2.1. Record customer details against booking and enhance customer service and operational efficiency by using available customer profile or history if available. 2.2. Identify details of all supplier products and services required by customer. 2.3. Where no specific product or service has been confirmed, select appropriate suppliers to ensure customer needs and quoted prices are met. 2.4. Select suppliers according to negotiated arrangements to maximise the profitability of the sale. |
3. Request products and services. |
3.1. Request products and services from suppliers using appropriate method. 3.2. Provide full details of required booking to ensure customer receives correct product or service. 3.3. Request return confirmation of booking from supplier. 3.4. Make requests for multiple services in the most practical sequence. 3.5. Identify flow-on impacts and book alternative dates, itineraries and products when desired products are unavailable. 3.6. File records of all bookings, including requests and confirmations, according to system and procedural requirements. |
4. Update and finalise bookings. |
4.1. Monitor files to ensure all confirmations are received and follow up outstanding confirmations. 4.2. Note and schedule future action to be taken for bookings. 4.3. Make and record necessary amendments or adjustments to bookings. 4.4. Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste. |
5. Process documentation. |
5.1. Interpret existing booking data to identify all customer details. 5.2. Identify and interpret details of specific products and services confirmed to customer and check prices quoted. 5.3. Identify confirmed bookings held for customers and check costs quoted by product and service suppliers. 5.4. Check payment status of customer files and take required action. 5.5. Check booking data and report any discrepancies including in costs. 5.6. Calculate supplier costs, record in supplier documents and action supplier payments within designated deadline. |
6. Finalise and issue documentation. |
6.1. Check all documentation for accuracy prior to issue and amend as necessary. 6.2. Prepare accurate documentation and issue documents and reissue as required, within designated timeframes. 6.3. File and despatch copies of documents according to organisational procedures. 6.4. Process required refunds or additional payments according to product or service conditions. 6.5. Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste. |
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. |
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SKILLS |
DESCRIPTION |
Reading skills to: |
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Writing skills to: |
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Oral communication skills to: |
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Numeracy skills to: |
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Planning and organising skills to: |
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Technology skills to: |
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Unit Mapping Information
Supersedes and is not equivalent to SITTTSL007 Process reservations, SITTTSL008 Book supplier products and services and SITTTSL009 Process travel-related documentation.
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694