Unit of competency Outline

Date retreived
21/07/2026 11:29 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Book and coordinate supplier services

Book and coordinate supplier services

Unit of competency
National Code
SITTTSL008B
State Code
WB956
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
01/01/2011
View on TGA
State Implementation and Classification
Approved Date
24/05/2012
Field of Education
080701 - Tourism
Original Release Date
24/05/2012
Nominal Hours
25
Description
This unit describes the performance outcomes, skills and knowledge required to make and administer bookings for tourism or hospitality products and services. It requires the ability to identify the customer's product requirements, request and confirm these with appropriate suppliers, and administer all bookings through to finalisation. It describes the coordination of bookings with suppliers, normally a business to business supply. The unit does not cover the skills required to receive and process an incoming reservation within a supplier organisation which are covered in SITTTSL007B Receive and process reservations. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1 Administer customer file and identify booking requirements.
  • 1.1 Interpret existing or create new records of the customer's booking requirements.
  • 1.2 Prepare and issue documents and other materials to the customer.
  • 1.3 Update the financial status of the customer's records accurately and according to organisation procedures.
  • 1.4 Identify all supplier servicesto be booked according to customer's requirements and requests.
  • 1.5 Identify details of specific products and services which have been sold and confirmed to the customer.
  • 1.6 Where no specific product or service has been confirmed with the customer, select appropriate suppliers to ensure customer needs and prices quoted to the customer are met.
  • 1.7 Select suppliers according to predetermined organisation negotiated arrangements and maximising the profitability of the sale.
2 Request products and services.
  • 2.1 Request products and services from suppliers using the appropriate method and according to organisation procedures.
  • 2.2 Provide full details of the required booking to ensure the customer receives the correct product or service.
  • 2.3 Request return confirmationof all details of the booking from the supplier.
  • 2.4 Make requests for multiple services in the most practical sequence.
  • 2.5 Seek and request alternatives if requested bookings are not available and identify and action flow-on impacts, making adjustments to other bookings as required.
3 Record request and confirmation.
  • 3.1 Keep accurate records of all bookings made, including request and confirmation, and file according to organisation procedures.
  • 3.2 Monitor files to ensure that all confirmations have been received and follow up any outstanding confirmations.
  • 3.3 Note and schedule future action to be taken in relation to bookings according to system and organisation procedures.
4 Update and finalise bookings.
  • 4.1 Make any necessary amendments or adjustments to bookings and accurately record these according to organisation procedures.
  • 4.2 Action paymentrequired by the supplier at the appropriate time according to organisation procedures.
  • 4.3 Provide suppliers with any changes to the bookings according to agreed procedures and any contractual arrangements.
  • 4.4 Advise suppliers of final customer details and requirements according to the needs of particular bookings and organisation procedures.
5 Minimise waste of printed materials.
  • 5.1 Minimise use of printed materials and maximise electronic transmission and filing of all customer, supplier booking, confirmation and finalisation documents to reduce waste and negative environmental impacts.
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 in the performance criteria is detailed below.

Documents issued to customers may include:
paper-based or electronically transmitted materials
invoices
credit notes
receipts
confirmation letters
information packs.


Updating the financial status of the customer's records may include:
receiving, processing and recording payments
generating and issuing invoices and credit notes for changed arrangements
checking that the customer has fully paid.


Supplier services to be booked can cover a broad range of products and services within the tourism industry, including:
transportation
transfers
accommodation
airline flights
charter flights
entertainment
tours
cruises
entrance to attractions or sites
tour guiding services
activities
meals
functions
special items with customer's corporate branding
venue bookings
speaker services
audiovisual services
staging equipment
meeting or event equipment
special event consumable items
catering.


Service requests and return confirmations may be communicated via:
telephone
fax
email
internet and intranet
mail
centralised reservations system (CRS)
global distribution system (GDS).


Full details must include:
customer details
date, time and location of commencement and conclusion of service
any pre-negotiated costs and payment details
nature of service to be provided
special requests or requirements.


Bookings may be made for:
a single product or service
multiple products and services making up a complete itinerary
inclusive tours or optional tours
groups
individuals
one-off touring arrangements
series tours
incentive tours
meetings
conferences.


Return confirmation of details of the supply may include:
cost
payment method and deadline
special requests.


Necessary amendments or adjustments to bookings may include:
cancellation of booking
change of date or time
change of location of commencement and conclusion of service
reduction or increase in number of bookings held.


Actioning payments required by the supplier may involve:
requesting payment from the accounts department, e.g. cheque requisition or purchase order
self-administering the payment
issuing a miscellaneous charges order
sending payment by cheque or electronic transmission.


Final customer details may include:
final numbers for a group booking
arrival and departure times and flights (or any other form of transportation)
final name list
final rooming list
details of tour guides, tour managers and crew accompanying customers.
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to interpret and confirm the customer's requirements
ability to coordinate the booking process effectively from initial request to finalisation of the booking
ability to keep accurate records of bookings made
ability to process multiple bookings in response to multiple customer requests covering a range of tourism products and services and ideally as a component of integrated work activity
knowledge of industry booking systems and procedures for a range of products and services
project or work activities that show the candidates' ability to book and coordinate supplier services within the context of the particular industry sector in which they are working or seeking work; for those undertaking generic pre-employment training, assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes
completion of customer bookings within typical workplace time constraints and deadlines determined by the customer and organisation.


Context of and specific resources for assessment
Assessment must ensure:
demonstration of skills within a fully equipped industry-realistic office environment using appropriate computers, printers, information programs, publications and software programs currently used in the tourism industry to control the supplier booking function or demonstration within the applicable sales environment for the sector, e.g. a conference venue for the Events sector or touring environment for the Guiding and Tour Operations sectors
use of industry-current operational documentation, e.g. details of supplier contracts and customer files.


Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
evaluation of integrated activities completed by the candidate, including sourcing information on destinations, accessing product information, selling products, providing quotations and issuing documents
case studies to assess ability to complete the booking process for different tourism products, services and customers
evaluation of activities and relevant administrative documentation that shows the supplier booking processes undertaken by the candidate
written and oral questioning or interview to test knowledge of the principles underpinning booking procedures and the relationships between different sectors of the tourism industry
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SITTTSL006B Prepare quotations
SITTTSL010B Control reservations or operations using a computerised system.


Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.
Replaces
State Code National Code Title Type
S6470 SITTTSL008A Book and coordinate supplier services Unit of competency
Replaced By
State Code National Code Title Type
WF725 SITTTSL306 Book supplier services Unit of competency