List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Receive reservation request. | 1.1.Determine availability of requested reservation and advise customer. 1.2.Offer alternatives for unavailable reservations, including waitlist options. 1.3.Answer enquiries regarding costs and other product features. |
2. Record details of reservation. | 2.1.Record customer details against reservation to allow correct interpretation by other operational personnel. 2.2.Enhance customer service and operational efficiency by using available customer profile or history. 2.3.Record any special requests. 2.4.Confirm all details with customer, and then confirm their understanding and agreement. 2.5.File reservation according to system and procedural requirements and provide customer with reference code. 2.6.Prepare and issue documents tailored to customer reservation. |
3. Update reservations. | 3.1.Retrieve reservation data. 3.2.Update financial status of reservation. 3.3.Accept, process and record any customer requests for amendments or cancellations. 3.4.Provide details of amendment or cancellation conditions and charges and confirm customer understanding and agreement. |
4. Advise others of reservation details. | 4.1.Communicate general and specific customer requirements and reservation details to appropriate departments and colleagues. 4.2.Compile and provide reservation statistics. 4.3.Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste. |
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
receive and process at least five different reservations, recording the following details:
names and numbers of customers
arrival and departure details, times and locations
payment arrangements
details of particular operational or service requirements specified
information for a style of customer, such as special interest groups or those with VIP status
loyalty programs
special needs
special requests, such as bedding, dietary requirements, and request for special services
issue the following documents tailored to each of the above customer reservations as applicable:
confirmation letter
credit note
information pack
invoice
receipt
service voucher
update financial status of above reservations, including as applicable:
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
complete activities within commercial time constraints and deadlines determined by the customer or the organisation.
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
different sources of reservations, and the industry and organisational relationships that exist
different methods customers use to make reservations:
email
face to face
online
telephone
specific industry sector:
different types of reservations and operations systems used
customer information required to record details
information contained within customer profiles
information required by other departments to deliver products and services
reservation statistics and their uses
specific organisation:
features of products sold and specific costs
protocols and procedures relating to documentation to be provided to customers in relation to above reservations
formats and inclusions used in reservations documents, confirmation letters and invoices, and styles that cater for those with special needs.
Skills must be demonstrated in a tourism, travel, hospitality or events business operation or activity that receives and processes reservations. This can be:
an industry workplace
a simulated industry environment set up for the purposes of assessment.
Assessment must ensure access to:
a reservations system currently used by tourism, travel, hospitality or event industry operators to control the reservations function for the supply of their product or service
internet and email
printers
storage for computer data
telephone
generic computer software and applications:
computer operating system
databases
spreadsheets
word processing
current commercial reservations documentation, confirmation letters, invoices and credit notes
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.