Assessor Resource

SITTTSL010
Use a computerised reservations or operations system

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the performance outcomes, skills and knowledge required to use a computerised reservations or operations system to create, maintain and administer bookings for products and services. The unit covers the required computer skills to use all system functions and capabilities and not the related sales skills, which are found in other units.

The unit applies to any tourism, travel, hospitality or event industry sector and any computerised system used to manage international or domestic product sales.

It applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. This includes travel consultants, inbound tour coordinators, visitor information officers, account managers for professional conference organisers, event coordinators, tour desk officers, operations consultants, and reservations sales agents.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

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. Access and manipulate system information.

1.1.Access and interpret system displays.

1.2.Use system features to access a range of information.

2. Use computer system features to create and administer reservations.

2.1.Check availability of required product or service according to system functions.

2.2.Create new reservations containing accurate customer details.

2.3.Input customer details in the format required by the system.

2.4.Retrieve bookings using the format required by the system.

2.5.Make and save accurate updates and amendments to reservations.

2.6.Reinstate, duplicate or split reservations as required.

2.7.Save, print and file required reservation details.

3. Send and receive communications.

3.1.Create and process accurate communications to industry colleagues using system functions.

3.2.Access and interpret communications from industry colleagues.

4. Administer sales and operations functions using the system.

4.1.Use system capabilities to manage the particular sales or operational need.

4.2.Use system capabilities to manage required accounting processes for reservations.

4.3.Produce reports to meet sales and operational needs.

4.4.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:

operate a computerised reservations or operations system to create and administer at least five different product or service reservations or operations from the following list:

accessing product information

booking a supplier service for a customer

constructing airfares

hiring special equipment

issuing air tickets, crew documentation, or customer documentation

planning functions

preparing quotations

processing and monitoring event registrations

providing specific product information and advice for destinations, foods and beverages, or events and functions

purchasing promotional products

selling tourism, hospitality or event products to the customer

demonstrate the correct use of the full range of features when completing each of the above activities

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:

specific industry sector:

different types of computer systems used for reservations and operations

products and services controlled by different computer systems

reservations terminology and jargon

role of computerised reservations and operations systems

systems:

any organisation-specific computerised reservations or operations system

industry-wide systems used by agencies when booking supplier services:

computerised reservations systems (CRS)

global distribution systems (GDS)

industry-wide systems used by:

accommodation providers

holiday parks and resorts

inbound tour operators

outbound tour wholesalers

meetings and events management organisations

tour operators

vehicle rental companies

operations-based

property management system (PMS)

reservations-based

types of reservations:

inbound, for the supply of products and services by principals or suppliers:

accommodation providers

airlines

attractions

cruise operators

event staging businesses

function venues

holiday parks and resorts

meeting, conference and exhibition venues

outbound tour wholesalers

restaurants

tour operators

vehicle rental companies

outbound to book supplier service from:

event management companies

inbound tour operators

outbound tour wholesalers

retail travel agencies

customer groups for whom reservations are made:

business travellers

events attendees

groups

inbound tourists

individuals

meetings and conference delegates

tour guides, crew and other touring personnel

tourists travelling domestically or internationally

specific reservations and operations system:

sales, operational and accounting functions that can be controlled by the system

system codes for and requirements to enter and exit a system

reservation and operational jargon and entries, encodes and decodes

mandatory fields

specific formatted entries

system requirements for:

confirming, storing and retrieving reservations or operational data

amending and cancelling reservations

sending and receiving messages

diary entries and use of system-created deadlines for payments and issuing documents

use of the following reports required for product or service reservations or operations specified in performance evidence above:

accounting

business forecasts

cost comparisons for various product suppliers

customer activity

event attendance and registration

reservation activity

sales total and, sales generated by individual staff members and sales mix

specific to a department

usage rates for various product suppliers

used to determine currency of information held in the system

used to negotiate rates

updates and amendments made through computerised reservations or operations systems:

adding additional customers

cancelling a booking

changing an itinerary by adding or deleting products or services

changing customer names, if permitted

cross-referencing multiple bookings

duplicating a booking

entering:

invoicing details

payment details

ticketing or voucher details

reinstating a booking

splitting an existing reservation

accounting processes for which computerised reservation or operations systems are used:

issuing:

credit notes

gift vouchers

internal events or function orders

internal purchase orders

invoices

managing the receipt of customer payments and refunds

reconciling all financial transactions.

Skills must be demonstrated in a tourism, travel, hospitality or events business operation or activity that uses a computerised reservations system to administer sales or operational functions. This can be:

an industry workplace

a simulated industry environment set up for the purposes of assessment.

Assessment must ensure access to:

reservations for products or services for which the computerised reservations or operations system must be used

a computerised reservations or operations system currently used in the tourism, travel, hospitality or event industries to administer sales and operational functions.

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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Access and manipulate system information.

1.1.Access and interpret system displays.

1.2.Use system features to access a range of information.

2. Use computer system features to create and administer reservations.

2.1.Check availability of required product or service according to system functions.

2.2.Create new reservations containing accurate customer details.

2.3.Input customer details in the format required by the system.

2.4.Retrieve bookings using the format required by the system.

2.5.Make and save accurate updates and amendments to reservations.

2.6.Reinstate, duplicate or split reservations as required.

2.7.Save, print and file required reservation details.

3. Send and receive communications.

3.1.Create and process accurate communications to industry colleagues using system functions.

3.2.Access and interpret communications from industry colleagues.

4. Administer sales and operations functions using the system.

4.1.Use system capabilities to manage the particular sales or operational need.

4.2.Use system capabilities to manage required accounting processes for reservations.

4.3.Produce reports to meet sales and operational needs.

4.4.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:

operate a computerised reservations or operations system to create and administer at least five different product or service reservations or operations from the following list:

accessing product information

booking a supplier service for a customer

constructing airfares

hiring special equipment

issuing air tickets, crew documentation, or customer documentation

planning functions

preparing quotations

processing and monitoring event registrations

providing specific product information and advice for destinations, foods and beverages, or events and functions

purchasing promotional products

selling tourism, hospitality or event products to the customer

demonstrate the correct use of the full range of features when completing each of the above activities

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:

specific industry sector:

different types of computer systems used for reservations and operations

products and services controlled by different computer systems

reservations terminology and jargon

role of computerised reservations and operations systems

systems:

any organisation-specific computerised reservations or operations system

industry-wide systems used by agencies when booking supplier services:

computerised reservations systems (CRS)

global distribution systems (GDS)

industry-wide systems used by:

accommodation providers

holiday parks and resorts

inbound tour operators

outbound tour wholesalers

meetings and events management organisations

tour operators

vehicle rental companies

operations-based

property management system (PMS)

reservations-based

types of reservations:

inbound, for the supply of products and services by principals or suppliers:

accommodation providers

airlines

attractions

cruise operators

event staging businesses

function venues

holiday parks and resorts

meeting, conference and exhibition venues

outbound tour wholesalers

restaurants

tour operators

vehicle rental companies

outbound to book supplier service from:

event management companies

inbound tour operators

outbound tour wholesalers

retail travel agencies

customer groups for whom reservations are made:

business travellers

events attendees

groups

inbound tourists

individuals

meetings and conference delegates

tour guides, crew and other touring personnel

tourists travelling domestically or internationally

specific reservations and operations system:

sales, operational and accounting functions that can be controlled by the system

system codes for and requirements to enter and exit a system

reservation and operational jargon and entries, encodes and decodes

mandatory fields

specific formatted entries

system requirements for:

confirming, storing and retrieving reservations or operational data

amending and cancelling reservations

sending and receiving messages

diary entries and use of system-created deadlines for payments and issuing documents

use of the following reports required for product or service reservations or operations specified in performance evidence above:

accounting

business forecasts

cost comparisons for various product suppliers

customer activity

event attendance and registration

reservation activity

sales total and, sales generated by individual staff members and sales mix

specific to a department

usage rates for various product suppliers

used to determine currency of information held in the system

used to negotiate rates

updates and amendments made through computerised reservations or operations systems:

adding additional customers

cancelling a booking

changing an itinerary by adding or deleting products or services

changing customer names, if permitted

cross-referencing multiple bookings

duplicating a booking

entering:

invoicing details

payment details

ticketing or voucher details

reinstating a booking

splitting an existing reservation

accounting processes for which computerised reservation or operations systems are used:

issuing:

credit notes

gift vouchers

internal events or function orders

internal purchase orders

invoices

managing the receipt of customer payments and refunds

reconciling all financial transactions.

Skills must be demonstrated in a tourism, travel, hospitality or events business operation or activity that uses a computerised reservations system to administer sales or operational functions. This can be:

an industry workplace

a simulated industry environment set up for the purposes of assessment.

Assessment must ensure access to:

reservations for products or services for which the computerised reservations or operations system must be used

a computerised reservations or operations system currently used in the tourism, travel, hospitality or event industries to administer sales and operational functions.

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.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Access and interpret system displays. 
Use system features to access a range of information. 
Check availability of required product or service according to system functions. 
Create new reservations containing accurate customer details. 
Input customer details in the format required by the system. 
Retrieve bookings using the format required by the system. 
Make and save accurate updates and amendments to reservations. 
Reinstate, duplicate or split reservations as required. 
Save, print and file required reservation details. 
Create and process accurate communications to industry colleagues using system functions. 
Access and interpret communications from industry colleagues. 
Use system capabilities to manage the particular sales or operational need. 
Use system capabilities to manage required accounting processes for reservations. 
Produce reports to meet sales and operational needs. 
Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste. 

Forms

Assessment Cover Sheet

SITTTSL010 - Use a computerised reservations or operations system
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

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Assessment Record Sheet

SITTTSL010 - Use a computerised reservations or operations system

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

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