Required skills

communication skills to discuss bookings with suppliers

initiative and enterprise skills to book the most cost effective supplier

literacy skills to

read and interpret customer files customer requests customer quotations complex product and costing information supplier confirmations and any applicable conditions

write customer documents clear and succinct product bookings and file notes

numeracy skills to

interpret quotations supplied to the customer

interpret costs confirmed by the supplier

create and maintain financial documentation to administer bookings

planning and organising skills to book services in correct customer file sequence according to the earliest service date for customers

problemsolving skills to identify flowon impacts and make adjustments to the itinerary when desired products are unavailable

problem-solving skills to identify flowon impacts and make adjustments to the itinerary when desired products are unavailable

technology skills to use calculators computers and printers for the booking of supplier services

Required knowledge

for the specific industry sector and organisation

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

booking systems and procedures

features of products sold

sources of product information

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

relationship between the organisation and the supplier

formats for and inclusions of supplier booking requests

verbal and written use of the hour clock

verbal and written use of the 24hour clock

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 as described and to substitute suitable products when unable

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

accurately process multiple bookings covering a diverse range of tourism hospitality or event products and services from initial requests to finalisation of the bookings

keep accurate records of bookings and confirmations

integrate into booking activities knowledge of booking systems and procedures

demonstrate knowledge of the primary components of consumer protection laws that relate to the provision of products and services

complete supplier bookings within commercial time constraints and deadlines determined by the customer and the organisation

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 books supplier services

a real or simulated tourism hospitality or event industry environment for example

a reservations area or call centre

a retail shopfront or mobile sales situation for the retail travel sector

an office environment as defined in the Assessment Guidelines

computers printers and software programs currently used by tourism hospitality or event industry operators to book supplier services

current product information found within brochures product manuals supplier information kits information databases and computerised reservations systems

operational documentation eg details of supplier contracts and customer files

current plain English regulatory documents distributed by government consumer protection regulators

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

projects and activities that allow assessment of the individuals ability to

complete the booking process for different products and services

book supplier services in response to particular customer requests or for a series of customer files

review of documents prepared by the individual

supplier service requests and amendments

customer confirmation letters

invoices

customer files

written or oral questioning to assess knowledge of

the hour clock

booking procedures

primary components of consumer protection laws that relate to the provision of products and services

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

SITTTSL Operate an online information system

SITTTSL Prepare quotations

SITTTSL Use a computerised reservations or operations system

SITXEVT Plan inhouse events or functions

SITXEVT Manage event staging components

Documents issued to customers may include:

Toupdate the financial statusmay involve:

Supplier services cover a broad range of products and services including:

Suppliersmay be:

Service requests and return confirmations may be communicated via:

Full details may include:

A booking may be made for:

Return confirmation of the supply may include:

Amendments or adjustments to bookings may include:

Actioning supplier paymentsmay involve:

Final customer details may include: