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Elements and Performance Criteria

1. Access and manipulate system information.
   • Access and interpret system displays.
   • Use system features to access a range of information.
2. Use computer system features to create and administer reservations.
   • 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 system.
   • Retrieve bookings using the format required by the system.
   • Make and save accurate updates and amendments to reservations.
   • Reinstate, duplicate or split reservations as required.
   • Save, print and file required reservation details.
3. Send and receive communications.
   • Create and process accurate communications to industry colleagues using system functions.
   • Access and interpret communications from industry colleagues.
4. Administer sales and operations functions using the system.
   • Use system capabilities to manage the particular sales or operational need.
   • Use system capabilities to manage 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.

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:

operate a computerised reservations or operations system to create and administer at least five different product or service reservations or operations from the following list:

accessing product information

booking a supplier service for a customer

constructing airfares

hiring special equipment

issuing air tickets, crew documentation, or customer documentation

planning functions

preparing quotations

processing and monitoring event registrations

providing specific product information and advice for destinations, foods and beverages, or events and functions

purchasing promotional products

selling tourism, hospitality or event products to the customer

demonstrate the correct use of the full range of features when completing each of the above activities

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:

specific industry sector:

different types of computer systems used for reservations and operations

products and services controlled by different computer systems

reservations terminology and jargon

role of computerised reservations and operations systems

systems:

any organisation-specific computerised reservations or operations system

industry-wide systems used by agencies when booking supplier services:

computerised reservations systems (CRS)

global distribution systems (GDS)

industry-wide 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

operations-based

property management system (PMS)

reservations-based

types of reservations:

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

accommodation providers

airlines

attractions

cruise operators

event staging businesses

function venues

holiday parks and resorts

meeting, conference and exhibition venues

outbound tour wholesalers

restaurants

tour operators

vehicle rental companies

outbound to book supplier service from:

event management companies

inbound tour operators

outbound tour wholesalers

retail travel agencies

customer groups for whom reservations are made:

business travellers

events attendees

groups

inbound tourists

individuals

meetings and conference delegates

tour guides, crew and other touring personnel

tourists travelling domestically or internationally

specific reservations and operations system:

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, encodes and decodes

mandatory fields

specific formatted entries

system requirements for:

confirming, storing and retrieving reservations or operational data

amending and cancelling reservations

sending and receiving messages

diary entries and use of system-created deadlines for payments and issuing documents

use of the following reports required for product or service reservations or operations specified in performance evidence above:

accounting

business forecasts

cost comparisons for various product suppliers

customer activity

event attendance and registration

reservation activity

sales total and, sales generated by individual staff members and 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

updates and amendments made through computerised reservations or operations systems:

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

entering:

invoicing details

payment details

ticketing or voucher details

reinstating a booking

splitting an existing reservation

accounting processes for which computerised reservation or operations systems are used:

issuing:

credit notes

gift vouchers

internal events or function orders

internal purchase orders

invoices

managing the receipt of customer payments and refunds

reconciling all financial transactions.

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