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.
Documents issued to customers may include:
confirmation letters
credit notes
information packs
invoices
paper-based or electronically transmitted materials
receipts.
Toupdate the financial statusmay involve:
checking that the customer has fully paid
generating and issuing invoices and credit notes for changed arrangements
receiving, processing and recording payments.
Supplier services cover a broad range of products and services including:
accommodation
activities
airline flights
charter flights
cruises
entertainment
entrance to attractions or sites
event management services
food, beverage and catering
functions
meals
meeting or event equipment
speaker services
special event consumable items
special items with customer corporate branding
technical equipment and services:
audio-visual
pyrotechnics
rigging
sound and lighting
special effects
stage design and construction
venue styling
tour guiding services
tours
transfers
transportation
vehicle rental
venue hire.
Suppliersmay be:
external
internal; department to department.
Service requests and return confirmations may be communicated via:
Centralised Reservations System (CRS)
email
fax
Global Distribution System (GDS)
Internet and intranet
mail
telephone.
Full details may include:
any prenegotiated costs and payment details
customer details
date, time and location of commencement and conclusion of service
nature of service to be provided
special requests or requirements.
A booking may be made for:
a single product or service
conferences
events
groups
incentive tours
inclusive tours or optional tours
individuals
meetings
multiple products and services making up a complete package or itinerary
oneoff touring arrangements
series tours.
Return confirmation of the supply may include:
cost
date, time and location of commencement and conclusion of service
payment method and deadline
special requests.
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 supplier paymentsmay involve:
issuing a Miscellaneous Charges Order (MCO)
issuing internal events orders
requesting payment from the accounts department, e.g. cheque requisition or purchase order
selfadministering the payment
sending payment by cheque or electronic transmission.
Final customer details may include:
arrival and departure times and flights (or any other form of transportation)
details of tour guides, tour managers and crew accompanying customers
final:
names or name list
numbers for a group booking
operational or service requirements
rooming list.

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:
accurately process multiple bookings covering a diverse range of tourism, hospitality or event products and services from initial requests to finalisation of the bookings
keep accurate records of bookings and confirmations
integrate, into booking activities knowledge of booking systems and procedures
demonstrate knowledge of the primary components of consumer protection laws that relate to the provision of products and services
complete supplier bookings within commercial time constraints and deadlines determined by the customer and the organisation.
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 books supplier services
a real or simulated tourism, hospitality or event industry environment; for example:
a reservations area or call centre
a retail shopfront or mobile sales situation for the retail travel sector
an office environment as defined in the Assessment Guidelines
computers, printers and software programs currently used by tourism, hospitality or event industry operators to book supplier services
current product information found within brochures, product manuals, supplier information kits, information databases and computerised reservations systems
operational documentation, e.g. details of supplier contracts and customer files
current plain English regulatory documents distributed by government consumer protection regulators.
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:
projects and activities that allow assessment of the individual’s ability to:
complete the booking process for different products and services
book supplier services in response to particular customer requests or for a series of customer files
review of documents prepared by the individual:
supplier service requests and amendments
customer confirmation letters
invoices
customer files
written or oral questioning to assess knowledge of:
the 24-hour clock
booking procedures
primary components of consumer protection laws that relate to the provision of products and services
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:
SITTTSL201 Operate an online information system
SITTTSL304 Prepare quotations
SITTTSL308 Use a computerised reservations or operations system
SITXEVT401 Plan in-house events or functions
SITXEVT503 Manage event staging components.