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

interpretation of any quotations and specific services previously supplied to customer

verbal and written use of the hour clock

verbal and written use of industry product and booking jargon and system and product codes

literacy skills to read and interpret booking documentation such as customer files customer requests and complex product and costing information and to interpret supplier confirmations and any conditions specifically applicable to the reservation

writing skills to create bookings update customer files and succinctly and clearly document complex customer requests to the supplier

numeracy skills to interpret quotations supplied to the customer and costs confirmed by the supplier and to create and maintain financial documentation required to administer the bookings

The following knowledge must be assessed as part of this unit

indepth product knowledge appropriate to the specific industry sector and product being booked for supply

booking systems and procedures appropriate to the specific industry sector

relationships between different sectors of the tourism industry that relate to making bookings with suppliers

negotiated costs contractual arrangements and preferred supplier arrangements in place

working knowledge of the principles underpinning the particular booking administration 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

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

Evidence of the following is essential

ability to interpret and confirm the customers requirements

ability to coordinate the booking process effectively from initial request to finalisation of the booking

ability to keep accurate records of bookings made

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

knowledge of industry booking systems and procedures for a range of products and services

project or work activities that show the candidates ability to book and coordinate supplier services 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

completion of customer bookings within typical workplace time constraints and deadlines determined by the customer and organisation

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills within a fully equipped industryrealistic office environment using appropriate computers printers information programs publications and software programs currently used in the tourism industry to control the supplier booking function or demonstration within the applicable sales environment for the sector eg a conference venue for the Events sector or touring environment for the Guiding and Tour Operations sectors

use of industrycurrent operational documentation eg details of supplier contracts and customer files

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

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

case studies to assess ability to complete the booking process for different tourism products services and customers

evaluation of activities and relevant administrative documentation that shows the supplier booking processes undertaken by the candidate

written and oral questioning or interview to test knowledge of the principles underpinning booking 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

SITTTSLB Prepare quotations

SITTTSL006B Prepare quotations

SITTTSLB Control reservations or operations using a computerised system

SITTTSL010B 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 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

Documents issued to customers may include:

Updating the financial status of the customer's records may include:

Supplier services to be booked can cover a broad range of products and services within the tourism industry, including:

Service requests and return confirmations may be communicated via:

Full details must include:

Bookings may be made for:

Return confirmation of details of the supply may include:

Necessary amendments or adjustments to bookings may include:

Actioning payments required by the supplier may involve:

Final customer details may include: