This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

verbal and written use of the hour clock and ability to translate for customers

verbal and written use of reservation jargon system and product codes

literacy skills to read and interpret reservation information such as customer files customer requests and complex product and costing information

writing skills to create customer files and succinctly document complex customer requests and any conditions specifically applicable to reservations

numeracy skills to prepare and present reservation statistics

The following knowledge must be assessed as part of this unit

indepth product knowledge appropriate to the specific industry sector and product being sold

reservations and bookings terminology

relationships between different sectors of the tourism industry that relate to reservations including sources of reservations

working knowledge of the principles underpinning the particular reservations system in use

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this TrainingPackage.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

ability to make accurate reservations according to established systems and procedures and within typical workplace time constraints

ability to receive and process multiple reservations in response to multiple customer requests covering a range of tourism products and services and ideally as a component of integrated work activity

understanding of the different sources of reservations and the industry interrelationships that apply

project or work activities that show the candidates ability to receive and process reservations within the context of the particular industry sector in which they are working or seeking work for those undertaking generic preemployment training assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills within a fully equipped industryrealistic office environment using appropriate telephones computers and printers

access to a computerised or manual reservations system currently used by tourism and hospitality industry operators to control the reservations function for the supply of their product or service

use of industrycurrent reservations documentation

Methods 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 candidate receiving and processing reservations

evaluation of integrated activities completed by the candidate including sourcing information on products selling products providing quotations and issuing documents

evaluation of reservations documentation and booking data generated by the candidate

activities to assess ability to process differing types of reservations including booking retrieving and amending a series of bookings

written and oral questioning or interview to test knowledge of the principles underpinning reservations procedures and the relationships between different sectors of the tourism industry

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

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SITTTSLA Sell tourism products and services

SITTTSL005A Sell tourism products and services

SITTTSLA Prepare quotations

SITTTSL006A Prepare quotations

SITTTSLA Control reservations or operations using a computerised system

SITTTSL010A Control reservations or operations using a computerised system.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contextsEmployability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

Customers may be:

Customer details may be recorded using:

Reservation:

Customer profiles may include:

Documents issued to customers may include:

Updating the financial status of the reservation may include:

General and specific customer requirements and reservation details may include: