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Elements and Performance Criteria

1. Receive reservation request.
   • Determine availability of requested reservation and advise customer.
   • Offer alternatives for unavailable reservations, including waitlist options.
   • Answer enquiries regarding costs and other product features.
2. Record details of reservation.
   • Record customer details against reservation to allow correct interpretation by other operational personnel.
   • Enhance customer service and operational efficiency by using available customer profile or history.
   • Record any special requests.
   • Confirm all details with customer, and then confirm their understanding and agreement.
   • File reservation according to system and procedural requirements and provide customer with reference code.
   • Prepare and issue documents tailored to customer reservation.
3. Update reservations.
   • Retrieve reservation data.
   • Update financial status of reservation.
   • Accept, process and record any customer requests for amendments or cancellations.
   • Provide details of amendment or cancellation conditions and charges and confirm customer understanding and agreement.
4. Advise others of reservation details.
   • Communicate general and specific customer requirements and reservation details to appropriate departments and colleagues.
   • Compile and provide reservation statistics.
   • Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.

Performance Evidence

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.

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Knowledge Evidence

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.

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