Assessment Requirements for SITTTVL006 Book tourism products and process documentation

Release: 1

Assessment Requirements for SITTTVL006 Book tourism products and process documentation

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:

process five bookings for different products or services listed in the knowledge evidence from initial request to finalisation of the bookings, including at least one for:

a single product or service

a combination of at least four products or services making up one complete package or itinerary

service requests and provide confirmations efficiently for each of the above bookings

issue the following paper-based or electronically transmitted customer documents tailored to each of the above bookings:

confirmation documentation

credit confirmation

information pack

invoice

receipt

service voucher

maintain accurate records of above bookings and confirmations, including:

customer names and contact details

arrival and departure details, itineraries, times and locations

payment arrangements

details of particular operational or service requirements specified

loyalty programs

special needs

special requests including bedding, dietary requirements, and request for special services

update financial status of above bookings:

checking and recording that the booking has been:

deposited

fully paid

checking correct method of payment

generating and issuing invoices and credit notes for changed reservations

inputting method of payment

receiving, processing and recording payments

for each of the above customer bookings, accurately process paper-based or electronically transmitted documentation

complete above activities within commercial time constraints and deadlines determined by the customer, the supplier and the organisation.

Knowledge Evidence

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

sources of reservations, and the industry and organisational relationships that exist

methods customers use to make reservations

types of reservations and operations systems used to administer the booking of supplier services:

booking systems and procedures

features of products and services sold

sources of product, service and logistical information

sources of negotiated cost of supply, contractual arrangements and preferred supplier arrangements

relationship between the organisation and the supplier

customer details required for booking products and services and processing documentation and sources of this information

supplier services and products that are booked:

accommodation

attractions

air product

cruise product

tours

transportation

travel insurance

vehicle rental

types of booking and documentation procedures

industry terminology and common abbreviations used in bookings and confirmations

primary components of consumer protection laws that relate to the provision of products and services, including organisational responsibility to:

supply products and services as described

substitute suitable products and services when unavailable

processes involved in updating the financial status of bookings:

checking that the customer has fully paid

generating and issuing invoices and credit notes for changed arrangements

receiving, processing and recording payments

formats and inclusions used in supplier booking requests, and styles that cater for those with special needs

supplier payment actions

key booking and confirmation details:

any pre-negotiated costs and payment details

customer details

nature of product or service to be provided

special requests or requirements

in the case of a service, date, time and location of its commencement and conclusion

documentation types and standard formats for:

air travel documents

transportation documents

confirmation document

cruise e-docs, tickets and boarding passes

documentation advising sources of information relating to health, safety and regulatory issues

documentation outlining terms, conditions and liability restrictions

passenger itineraries

product disclosure statements

travel insurance documentation

visa and passport forms

vouchers for travel products or services.

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:

systems currently used by travel industry to administer booking and operational functions, book supplier services and maintain accounting records

internet

operational documentation, details of supplier contracts and customer files

customers with whom the individual can interact. These can be:

customers in an industry workplace who are assisted by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

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