Required skills

communication skills to

elicit information from the customer about their requirements

answer enquiries regarding costs and other product features

confirm all details of the reservation with the customer

literacy skills to

read and interpret customer files and profiles customer requests and complex product and costing information

write customer files succinctly document complex customer requests document any conditions specifically applicable to reservations

numeracy skills to prepare and present reservation statistics

problemsolving skills to offer alternatives for unavailable reservations

Required knowledge

the different sources of reservations and the industry and organisational relationships that exist

for the 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

for the specific organisation

features of products sold and specific costs

a range of formats for and inclusions of reservations documents such as confirmation letters and invoices

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

Overview of assessment

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

Evidence of the ability to

receive and process multiple reservations in response to diverse customer requests covering a range of tourism hospitality or event products and services

demonstrate knowledge of the different sources of reservations and the industry relationships that apply

complete reservation activities within commercial time constraints

Context of and specific resources for assessment

Assessment must ensure use of

a real or simulated tourism hospitality or event business operation or activity which receives and processes reservations

a real or simulated tourism hospitality or event reservation or call centre environment

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

current product and costing information found within brochures product manuals tariffs price lists and the reservations system

current commercial reservations documentation including confirmation letters invoices and credit notes

customers with whom the individual can interact and for whom they process a reservation

Method 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 using role plays of the individual receiving and processing reservations

review of documents prepared by the individual

confirmation letters

credit notes

information packs

invoices

receipts

service vouchers

statistical reports

written or oral questioning to assess knowledge of

information required by other departments to deliver products and services

different types of reservations and operations systems used

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

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

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector workplace and job role for example

SITHACS Provide accommodation reception services

SITTTSL Access and interpret product information

SITTTSL Sell tourism products and services

SITTTSL Prepare quotations

SITTTSL Use a computerised reservations or operations system

SITXCCS Provide service to customers

SITXEVT Plan inhouse events or functions

Customers may be:

A record of customer details may be:

A reservationmay be:

Customer profile may include:

Documents issued to customers may include:

To update financial statusmay involve:

General and specific customer requirementsand reservation details may include: