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Elements and Performance Criteria

  1. Interpret information required for processing of documentation.
  2. Process documentation.

Required Skills

Required skills

communication skills to discuss customer data and cost discrepancies with colleagues or supervisors

literacy skills to

read and interpret customer reservation and operational data complex itineraries and product information

write accurate and clearly expressed travelrelated documents

write accurate and clearly expressed travelrelated documents

numeracy skills to calculate costs quoted to the customer check payment status of customer files and issue documents with correct monetary value

planning and organising skills to prepare and issue documents in correct customer file sequence according to the earliest service dates for customers

problemsolving skills to identify and resolve any cost discrepancies or mistakes in documents

technology skills to use calculators computers software programs and printers for the preparation of documents

Required knowledge

different types of reservations and operations systems used to issue travelrelated documents

sources of information for

customer details

supplier details

agent details

product information

product costs

document delivery details

written use of the hour clock and translation to hour clock for customer use

written use of the 24hour clock and translation to 12-hour clock for customer use

for the specific industry sector

a range of documentation types and standard formats

for the specific organisation

negotiated supplier costs and contractual arrangements for payments

features of products sold

formats for and inclusions of customer supplier and crew documents such as itineraries vouchers rooming lists

procedures and methods for paying suppliers

Evidence Required

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

interpret and confirm customer and supplier information and accurately process a range of diverse travel and tourism product service and operational documentation for multiple customer files

integrate knowledge of products costs and payment arrangements when developing documents

complete documentation activities within commercial time constraints and deadlines determined by the customer or 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 processes travelrelated documents

a real or simulated office environment as defined in the Assessment Guidelines

computers printers and software programs currently used by the tourism hospitality or event industries to administer travel and tourism documents

customer and operational files providing reservation and operational information for issuing documentation

current product information found within sales kits brochures timetables tour schedules product manuals supplier information kits information databases and CRS

current template documents including itineraries and vouchers

where assessment covers air documents and tickets

current airline consolidator and International Air Transport Association IATA documentation or computer data such as schedules tariffs and bulletins outlining rules conditions and regulations

the full range of IATA actual or training facsimile air documentation

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

activities that allow assessment of the individuals ability to issue different types of documents for different operational circumstances and for varying customer requirements

review of documents processed by the individual

air tickets

confirmation letters

operational itineraries for crew

passenger itineraries

travel vouchers

sales returns

written or oral questioning to assess knowledge of

operational details of tourism products and services

product costs

supplier payment arrangements

the hour clock and translation to hour clock

the 24hour clock and translation to 12-hour clock

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 Prepare quotations

SITTTSL Book supplier services

SITTTSL Use a computerised reservations or operations system

SITTTSL Source airfares for domestic flights

SITTTSL Construct normal international airfares

SITTTSL Construct promotional international airfares

SITTTSL Construct advanced international airfares


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Documents may be produced:

manually

using a computer.

Reservation data for the customer may be:

a computer file

a manual file.

Customer details may include:

address for delivery of documents

age

agent details

date required for delivery of documents

name

special requirements to be noted on documents.

Products and services may be:

domestic

international.

Sources of general informationmay include:

air travel information such as:

airline schedules and timetables

airline fare manuals

tariffs from airlines

tariffs from consolidators

special bulletins issued by airlines and consolidators

brochures

centralised reservations systems (CRS)

global distribution systems (GDS)

contracts with suppliers

database of product suppliers and their details

Internet sites

price schedules

timetables

visa guides.

Documentationmay include:

air travel documents such as etickets, MultiPurpose Documents (MPD), Credit Card Charge Forms (CCCF) and exchange tickets

briefing notes for crew

bus, coach or other form of transportation tickets

commission vouchers

confirmation letters

delegate information packs

letter of commission disclosure

letters advising sources of information relating to health, safety and regulatory issues for the customer’s attention

letters outlining terms, conditions and liability restrictions

meeting or event confirmation letters

operational itineraries for crew

passenger itineraries

passenger lists

product disclosure statements

rooming lists

sales returns

travel insurance documentation

travellers cheque requests

visa and passport forms

vouchers for any tourism product or service:

accommodation

attraction or theme park entry

car and motor home hire

cruises

tours

paper-based or electronically transmitted materials

documents for:

a single product or service

conferences

groups

guests or delegates

incentive tours

inclusive tours or optional tours

individuals

meetings

multiple products and services making up a complete itinerary

oneoff touring arrangements

series tours.

Action supplier paymentsmay involve:

issuing a Miscellaneous Charges Order (MCO)

requesting payment from the accounts department, e.g. cheque requisition or purchase order

selfadministering the payment

sending payment by cheque or electronic transmission.

Copies of documents may be:

for the:

accounts department

file

operational personnel involved in the delivery of a tour, e.g. tour guide and driver

supplier of the service

paper-based or electronically transmitted materials.