Elements and Performance Criteria

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customers may be:
end users of the service, i.e. the consumer
industry customers:
retail travel agencies
inbound tour operators.
A record of customer details may be:
a computer file
a manual file.
A reservationmay be:
for:
air crew
conference delegates
corporate clients
groups, leisure or wholesale
individuals
VIPs
made:
facetoface
by facsimile
by Internet
by mail
by phone.
Customer profile may include:
address
loyalty program memberships, e.g. frequent flyer
amount of business generated by the customer
full name and title
phone, fax, email and other communication methods
special requests
special needs
usual method of payment.
Documents issued to customers may include:
confirmation letters
credit notes
information packs
invoices
paper-based or electronically transmitted materials
receipts
service vouchers.
To update financial statusmay involve:
checking and recording that the reservation 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.
General and specific customer requirementsand reservation details may include:
arrival and departure details, times and locations
details of other services being used
final:
names
numbers
operational or service requirements
information of a style of customer, e.g. special interest group or VIP status
loyalty programs
payment arrangements
special needs
special requests:
bedding
dietary requirements
services.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
receive and process multiple reservations in response to diverse customer requests covering a range of tourism, hospitality or event products and services
demonstrate knowledge of the different sources of reservations and the industry relationships that apply
complete reservation activities within commercial time constraints.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism, hospitality or event business operation or activity which receives and processes reservations
a real or simulated tourism, hospitality or event reservation or call centre environment
a reservations system currently used by tourism, hospitality or event industry operators to control the reservations function for the supply of their product or service
current product and costing information found within brochures, product manuals, tariffs, price lists, and the reservations system
current commercial reservations documentation including confirmation letters, invoices and credit notes
customers with whom the individual can interact and for whom they process a reservation.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation, using role plays, of the individual receiving and processing reservations
review of documents prepared by the individual:
confirmation letters
credit notes
information packs
invoices
receipts
service vouchers
statistical reports
written or oral questioning to assess knowledge of:
information required by other departments to deliver products and services
different types of reservations and operations systems used
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITHACS303 Provide accommodation reception services
SITTTSL202 Access and interpret product information
SITTTSL303 Sell tourism products and services
SITTTSL304 Prepare quotations
SITTTSL308 Use a computerised reservations or operations system
SITXCCS303 Provide service to customers
SITXEVT401 Plan in-house events or functions.