Assessor Resource

Use a computerised reservations or operations system

Assessment tool

Version 1.0
Issue Date: March 2019

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

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

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.

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


Not applicable.

Employability Skills

This unit contains employability skills.

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.

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 operate a computerised reservations or operations system to create and administer multiple reservations covering a range of tourism, hospitality or event products and services

use the full range of system features

demonstrate knowledge of the role played by computerised systems within the organisation and the wider tourism, hospitality or event industry

complete reservation or operational 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 uses a computerised reservation or operations system to administer sales or operational functions

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

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

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 of the individual using the various features of a computerised reservations or operations system to book, retrieve and amend a series of bookings

activities that allow assessment of the individual’s ability to complete the booking process using a computerised reservations or operations system for different tourism, hospitality or event products, services and customers

use of exercises within emulator reservations programs to assess individual’s ability to use all the functions of a computerised reservations system in simulator mode

evaluation of reservation data and reports generated by the individual in response to different customer situations

written or oral questioning to assess knowledge of the role of computerised reservations or operations systems and the various functions they manage

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

Because of the broad industry application of this unit, it is critical that training and assessment is specifically tailored to meet the requirements of the specific industry sector and computerised system and must allow for learners who have moved from one computer system to another to participate in retraining.

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

SITTTOP401 Allocate tour resources

SITTTSL201 Operate an online information system

SITTTSL202 Access and interpret product information

SITTTSL304 Prepare quotations

SITTTSL305 Process reservations

SITTTSL306 Book supplier services

SITTTSL307 Process travelrelated documentation

SITXEVT302 Process and monitor event registrations

SITXEVT303 Coordinate on-site event registrations

SITXEVT401 Plan in-house events or functions

SITXEVT503 Manage event staging components.

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.

Required skills

literacy skills to:

read and interpret system codes, abbreviations and complex product information controlled by the system which can include costs, terms and conditions of their sale

write and input accurate customer or operational details and create accurate and succinct notes for special requests or operational details

numeracy skills to manage accounting processes for particular reservations, and to interpret statistical data within various reports

planning and organising skills to meet system created deadlines for payments and issuance of documents

problem-solving skills to react to system failures, inaccurate product information and to report or resolve these issues

self-management skills to respond to diary entries and meet system created deadlines for payments and issuance of documents

technology skills to use:

a computer and keyboard

the system capabilities and functions of the reservations or operations system.

Required knowledge

for the specific industry sector:

different types of computer systems used for reservations and operations

range of products and services controlled by different computer systems

reservations terminology and jargon

role of computerised reservations and operations systems

for the specific reservations and operations system:

range of 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, including encodes and decodes

mandatory fields

specific formatted entries

system requirements for confirming, storing and retrieving reservations or operational data

system requirements for amending and cancelling reservations

system requirements for sending and receiving messages

diary entries and use of system created deadlines for payments and issuance of documents

use of various reports.

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.

System may be:

any organisation-specific computerised reservations or operations system

industrywide systems used by agencies when booking supplier services:

computerised or centralised reservations systems (CRS)

global distribution systems (GDS)

industrywide 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


Property Management System (PMS)


Information may include:


airport taxes

availability of products or services

conditions of purchase

costs of any tourism, hospitality or event product or service

customer profile

customs and immigration

general industry information


payment requirements

product information

product rules

size of vehicles and vessels

touring inclusions.

Reservationsmay be:

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

accommodation providers



cruise operators

event staging businesses

function venues

holiday parks and resorts

meeting, conference and exhibition venues

outbound tour wholesalers


tour operators

vehicle rental companies

outbound to book supplier service from:

event management companies

inbound tour operators

outbound tour wholesalers

retail travel agencies

created for:

Australian tourists travelling domestically or internationally

business travellers

events attendees


inbound tourists


meetings and conference delegates

tour guides, crew and other touring personnel.

Updates and amendments to reservations may involve:

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


invoicing details

payment details

ticketing or voucher details

reinstating a booking

splitting an existing reservation.

Industry colleagues may include:

any product or service supplier with whom the reservation is being made, such as airline, hotel or vehicle rental company

other organisation departments needing access to reservations or operations information such as restaurant, function or housekeeping operations.

System capabilities may relate to:

operational management functions

sales management functions.

Sales or operational need may include:

accessing and interpreting product information

booking a supplier service for the customer, internal and external to the organisation

constructing airfares

hiring special equipment


air tickets

crew documentation, e.g. operational or technical itineraries

customer documentation for travel, tourism, hospitality or event products

planning functions

preparing quotations

processing and monitoring event registrations

providing specific product information and advice for:


food and beverage

events and functions

purchasing promotional products

selling tourism, hospitality or event products to the customer.

Accounting processes for reservations may include:

applying transaction fees


credit notes

gift vouchers

internal events or function orders

internal purchase orders


managing the receipt of customer payments and refunds

reconciling all financial transactions.

Reports may be:


business forecasts

cost comparisons for various product suppliers

cover the whole organisation

customer activity

event attendance and registration

paper-based or electronically transmitted materials

relate to sales generated by individual staff members

reservation activity


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.

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 computer system. 
Retrieve bookings using the format required by the computer system. 
Make and save accurate updates and amendments to reservations. 
Reinstate, duplicate or split reservations as required. 
Save, print and file any 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 meet the particular sales or operational need. 
Use system capabilities to manage all 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. 


Assessment Cover Sheet

SITTTSL308 - 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

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Assessment Record Sheet

SITTTSL308 - 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

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