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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Administer customer file and identify booking requirements.
  2. Request products and services.
  3. Record requests and confirmations.
  4. Update and finalise bookings.

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:

process three bookings for different products or services listed in the knowledge evidence from initial request to finalisation of the bookings, including at least one for:

a single product or service

a combination of at least four products or services making up one complete package or itinerary

service requests and return confirmations efficiently for each of the above bookings

issue the following paper-based or electronically transmitted customer documents tailored to each of the above bookings:

confirmation letters

credit notes

information packs

invoices

receipts

keep accurate records of above bookings and confirmations

complete activities within commercial time constraints and deadlines determined by the customer and the organisation.


Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

the specific industry sector and organisation:

different types of reservations and operations systems used to administer the booking of supplier services:

computerised reservations system (CRS)

email

fax

global distribution system (GDS)

internet and intranet

mail

telephone

booking systems and procedures

features of products and services sold

sources of product and service information

sources of negotiated cost of supply, contractual arrangements and preferred supplier arrangements

relationship between the organisation and the supplier

different supplier services that are booked:

accommodation

activities

airline flights

charter flights

cruises

entertainment

entrance to attractions or sites

event management services

food, beverage and catering

functions

meals

meeting or event equipment

speaker services

special event consumable items

special items with customer’s corporate branding

technical equipment and services:

audio-visual

pyrotechnics

rigging

sound and lighting

special effects

stage design and construction

venue styling

tour guiding services

tours

transfers

transportation

vehicle rental

venue hire

different types of bookings that are made for:

conferences

events

group bookings

incentive tours

inclusive tours or optional tours

individuals

meetings

one-off touring arrangements

series tours

industry terminology and common abbreviations used in bookings and confirmations

primary components of consumer protection laws that relate to the provision of products and services, specifically organisational responsibility to:

supply products and services as described

substitute suitable products and services when unavailable

processes involved in updating the financial status of bookings:

checking that the customer has fully paid

generating and issuing invoices and credit notes for changed arrangements

receiving, processing and recording payments

supplier payment actions:

issuing an electronic miscellaneous document (EMD)

reviewing internal orders

requesting payment from the accounts department

self-administering the payment

sending payment by cheque or electronic transmission

key booking details:

any pre-negotiated costs and payment details

customer details

nature of product or service to be provided

special requests or requirements

in the case of a service, date, time and location of its commencement and conclusion

return confirmation inclusion details:

cost

date, time and location of commencement and conclusion of service

payment method and deadline

any special requests

formats and inclusions used in supplier booking requests, and styles that cater for those with special needs.