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Unit of competency details

SITTTVL007 - Use a computerised reservations or operations system (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to SITTTSL010 - Use a computerised reservations or operations systemMinor changes to PE, KE and AC. 09/Jun/2022

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 10/Jun/2022


Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080905 Practical Computing Skills  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080905 Practical Computing Skills  10/Jun/2022 
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Unit Of competency

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to use a computerised reservations or operations system to create, maintain and administer bookings for products and services. The unit covers the required computer skills to use all system functions and capabilities and not the related sales skills, which are found in other units.

The unit applies to any business operating in the travel industry and any computerised system used to manage international or domestic product sales.

It applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. This includes travel consultants, inbound tour coordinators, reservations 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. Access and manipulate system information.

1.1. Access and interpret system displays.

1.2. Use system features to access information required to administer reservations.

2. Use computer system features to create and administer reservations.

2.1. Check availability of required product or service according to system functions.

2.2. Create new reservations containing accurate customer details.

2.3. Input customer details in the format required by the system.

2.4. Retrieve bookings using the format required by the system.

2.5. Make and save accurate updates and amendments to reservations.

2.6. Reinstate, duplicate or split reservations as required.

2.7. Save, print and file required reservation details.

3. Send and receive communications.

3.1. Create and process accurate communications to industry colleagues using system functions.

3.2. Access and interpret communications from industry colleagues.

4. Administer sales and operations functions using the system.

4.1. Use system capabilities to manage the particular sales or operational need.

4.2. Use system capabilities to manage required accounting processes for reservations.

4.3. Produce reports to meet sales and operational needs.

4.4. 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.

SKILLS 

DESCRIPTION 

Reading skills to:

  • interpret system codes, abbreviations and complex product information controlled by the system.

Writing skills to:

  • create accurate and succinct notes for special requests or operational details.

Numeracy skills to:

  • interpret statistical data within various reports.

Problem-solving skills to:

  • identify, report or resolve system failures and inaccurate product information.

Planning and organising skills to:

  • meet system-created deadlines for payments and issuing documents.

Technology skills to:

  • use a computer and keyboard
  • use capabilities and functions of a reservations or operations system.

Unit Mapping Information

Supersedes and is equivalent to SITTTSL010 Use a computerised reservations or operations system.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694

 

Assessment requirements

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

  • operate a computerised reservations or operations system to create and administer at least five of the product or service reservations or operations from the following:
  • accessing and providing product information
  • checking availability of a product or service
  • booking a supplier service for a customer
  • constructing airfares
  • issuing air tickets or customer documentation
  • preparing a quotation
  • selling a product to the customer
  • updating a customer reservation
  • use the full range of system features when completing each of the above activities
  • complete above activities within commercial time constraints and deadlines determined by the customer or the organisation.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

  • role of computerised reservations and operations systems
  • computerised reservations and operations systems:
  • organisation-specific computerised reservations or operations system
  • industry-wide systems used when booking supplier services:
  • computerised reservations systems (CRS)
  • global distribution systems (GDS)
  • types of reservations:
  • accommodation
  • airlines
  • attractions
  • cruise operators
  • holiday parks and resorts
  • outbound tour wholesalers
  • vehicle rental companies
  • inbound tour operators
  • types of customers for whom reservations are made, including customers with special needs
  • reservations and operations system:
  • sales, operational and accounting functions that can be controlled by the system
  • system codes for and requirements to enter and exit a system
  • reservation and operational jargon and entries, encodes and decodes
  • mandatory fields
  • specific formatted entries
  • system requirements for:
  • confirming, storing and retrieving reservations or operational data
  • amending and cancelling reservations
  • sending and receiving messages
  • use of system-created deadlines for payments and issuing documents
  • reports required for product or service reservations or operations specified in performance evidence
  • updates and amendments made through computerised reservations or operations systems:
  • adding additional customers
  • cancelling a booking
  • changing an itinerary by adding or deleting products or services
  • changing customer names
  • cross-referencing multiple bookings
  • duplicating a booking
  • entering:
  • invoicing details
  • payment details
  • ticketing or voucher details
  • reinstating a booking
  • splitting an existing reservation
  • accounting processes for which computerised reservation or operations systems are used.

Assessment Conditions

Skills must be demonstrated in a safe environment, incorporating the use of industry-realistic simulations and scenarios where required.

Assessment must ensure access to:

  • reservations for products or services for which the computerised reservations or operations system must be used
  • a computerised reservations or operations system currently used in the travel industry to administer sales and operational functions.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors and have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694