SITTTVL006 — Book tourism products and process documentation

Elements & performance criteria

Performance evidence

• 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

• 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.

Foundation skills

• Reading skills: • interpret customer files, customer requests, customer quotations, complex product and costing information, supplier confirmations and any applicable conditions.
• Writing skills: • complete customer documents accurately and legibly.
• Oral communication skills: • respond to customers, giving clear sequenced information on product information and reservation options • discuss bookings with suppliers • discuss customer data and cost discrepancies with colleagues or supervisors.
• Numeracy skills: • interpret costs confirmed by the supplier • use the 24-hour clock in a written context and then translate it to the 12-hour clock for customer use • create and maintain financial documentation to administer bookings.
• Planning and organising skills: • prepare and issue documents in correct customer file sequence according to the earliest service dates for customers.
• Technology skills: • manipulate features of online reservation systems • use calculators, computers and printers when booking supplier products or services and preparing documents.

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

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