Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SITTTSL008 Mapping and Delivery Guide
Book supplier products and services

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITTTSL008 - Book supplier products and services
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to make and administer customer bookings for products and services. It requires the ability to identify customer booking requirements, request and confirm them with suppliers, and administer all bookings through to finalisation.The unit does not cover the skills required to receive and process an incoming reservation, which are covered in SITTTSL007 Process reservations.The unit applies to frontline operations personnel who operate with some level of independence and under limited supervision. This includes travel consultants, inbound tour coordinators, visitor information officers, account managers for professional conference organisers, event coordinators, tour guides, banquet coordinators or managers, hotel guest relations officers, tour desk officers, and operations coordinators.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in a tourism, travel, hospitality or events business operation or activity that books supplier services. This can be:

an industry workplace

a simulated industry environment set up for the purposes of assessment.

Assessment must ensure access to:

customer booking requirements for which supplier bookings can be made

CRS currently used by tourism, travel hospitality or event industries to administer booking and operational functions, book supplier services and maintain accounting records

internet and email

storage for computer data

telephone lines and equipment

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

operational documentation, details of supplier contracts and customer files

customers with whom the individual can interact; these can be:

customers in an industry workplace who are assisted by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:

have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.
Prerequisites/co-requisites
Competency Field Tourism Sales and Operations
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Administer customer file and identify booking requirements.
  • Interpret existing or create new records of customer booking requirements.
  • Prepare and issue customer documents.
  • Update the financial status of customer records.
  • Identify all supplier services required by customer.
  • Identify details of specific products and services confirmed with customer.
  • Where no specific product or service has been confirmed, select appropriate suppliers to ensure customer needs and quoted prices are met.
  • Select suppliers according to negotiated arrangements to maximise the profitability of the sale.
       
Element: Request products and services.
  • Request products and services from suppliers using appropriate method.
  • Provide full details of required booking to ensure customer receives correct product or service.
  • Request return confirmation of booking from supplier.
  • Make requests for multiple services in the most practical sequence.
  • Identify flow-on impacts and book alternative dates and products when desired products are unavailable.
       
Element: Record requests and confirmations.
  • File records of all bookings, including requests and confirmations, according to system and procedural requirements.
  • Monitor files to ensure all confirmations are received and follow up outstanding confirmations.
  • Note and schedule future action to be taken for bookings.
       
Element: Update and finalise bookings.
  • Make and record necessary amendments or adjustments to bookings.
  • Action supplier payments within designated deadline.
  • Advise suppliers of final customer details and booking requirements.
  • Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Administer customer file and identify booking requirements.

1.1.Interpret existing or create new records of customer booking requirements.

1.2.Prepare and issue customer documents.

1.3.Update the financial status of customer records.

1.4.Identify all supplier services required by customer.

1.5.Identify details of specific products and services confirmed with customer.

1.6.Where no specific product or service has been confirmed, select appropriate suppliers to ensure customer needs and quoted prices are met.

1.7.Select suppliers according to negotiated arrangements to maximise the profitability of the sale.

2. Request products and services.

2.1.Request products and services from suppliers using appropriate method.

2.2.Provide full details of required booking to ensure customer receives correct product or service.

2.3.Request return confirmation of booking from supplier.

2.4.Make requests for multiple services in the most practical sequence.

2.5.Identify flow-on impacts and book alternative dates and products when desired products are unavailable.

3. Record requests and confirmations.

3.1.File records of all bookings, including requests and confirmations, according to system and procedural requirements.

3.2.Monitor files to ensure all confirmations are received and follow up outstanding confirmations.

3.3.Note and schedule future action to be taken for bookings.

4. Update and finalise bookings.

4.1.Make and record necessary amendments or adjustments to bookings.

4.2.Action supplier payments within designated deadline.

4.3.Advise suppliers of final customer details and booking requirements.

4.4.Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

process three bookings for different products or services listed in the knowledge evidence from initial request to finalisation of the bookings, including at least one for:

a single product or service

a combination of at least four products or services making up one complete package or itinerary

service requests and return confirmations efficiently for each of the above bookings

issue the following paper-based or electronically transmitted customer documents tailored to each of the above bookings:

confirmation letters

credit notes

information packs

invoices

receipts

keep accurate records of above bookings and confirmations

complete activities within commercial time constraints and deadlines determined by the customer and the organisation.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

the specific industry sector and organisation:

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

computerised reservations system (CRS)

email

fax

global distribution system (GDS)

internet and intranet

mail

telephone

booking systems and procedures

features of products and services sold

sources of product and service information

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

relationship between the organisation and the supplier

different supplier services that are booked:

accommodation

activities

airline flights

charter flights

cruises

entertainment

entrance to attractions or sites

event management services

food, beverage and catering

functions

meals

meeting or event equipment

speaker services

special event consumable items

special items with customer’s corporate branding

technical equipment and services:

audio-visual

pyrotechnics

rigging

sound and lighting

special effects

stage design and construction

venue styling

tour guiding services

tours

transfers

transportation

vehicle rental

venue hire

different types of bookings that are made for:

conferences

events

group bookings

incentive tours

inclusive tours or optional tours

individuals

meetings

one-off touring arrangements

series tours

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 and services as described

substitute suitable products and services when unavailable

processes involved in updating the financial status of bookings:

checking that the customer has fully paid

generating and issuing invoices and credit notes for changed arrangements

receiving, processing and recording payments

supplier payment actions:

issuing an electronic miscellaneous document (EMD)

reviewing internal orders

requesting payment from the accounts department

self-administering the payment

sending payment by cheque or electronic transmission

key booking details:

any pre-negotiated costs and payment details

customer details

nature of product or service to be provided

special requests or requirements

in the case of a service, date, time and location of its commencement and conclusion

return confirmation inclusion details:

cost

date, time and location of commencement and conclusion of service

payment method and deadline

any special requests

formats and inclusions used in supplier booking requests, and styles that cater for those with special needs.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Administer customer file and identify booking requirements.

1.1.Interpret existing or create new records of customer booking requirements.

1.2.Prepare and issue customer documents.

1.3.Update the financial status of customer records.

1.4.Identify all supplier services required by customer.

1.5.Identify details of specific products and services confirmed with customer.

1.6.Where no specific product or service has been confirmed, select appropriate suppliers to ensure customer needs and quoted prices are met.

1.7.Select suppliers according to negotiated arrangements to maximise the profitability of the sale.

2. Request products and services.

2.1.Request products and services from suppliers using appropriate method.

2.2.Provide full details of required booking to ensure customer receives correct product or service.

2.3.Request return confirmation of booking from supplier.

2.4.Make requests for multiple services in the most practical sequence.

2.5.Identify flow-on impacts and book alternative dates and products when desired products are unavailable.

3. Record requests and confirmations.

3.1.File records of all bookings, including requests and confirmations, according to system and procedural requirements.

3.2.Monitor files to ensure all confirmations are received and follow up outstanding confirmations.

3.3.Note and schedule future action to be taken for bookings.

4. Update and finalise bookings.

4.1.Make and record necessary amendments or adjustments to bookings.

4.2.Action supplier payments within designated deadline.

4.3.Advise suppliers of final customer details and booking requirements.

4.4.Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Interpret existing or create new records of customer booking requirements. 
Prepare and issue customer documents. 
Update the financial status of customer records. 
Identify all supplier services required by customer. 
Identify details of specific products and services confirmed with customer. 
Where no specific product or service has been confirmed, select appropriate suppliers to ensure customer needs and quoted prices are met. 
Select suppliers according to negotiated arrangements to maximise the profitability of the sale. 
Request products and services from suppliers using appropriate method. 
Provide full details of required booking to ensure customer receives correct product or service. 
Request return confirmation of booking from supplier. 
Make requests for multiple services in the most practical sequence. 
Identify flow-on impacts and book alternative dates and products when desired products are unavailable. 
File records of all bookings, including requests and confirmations, according to system and procedural requirements. 
Monitor files to ensure all confirmations are received and follow up outstanding confirmations. 
Note and schedule future action to be taken for bookings. 
Make and record necessary amendments or adjustments to bookings. 
Action supplier payments within designated deadline. 
Advise suppliers of final customer details and booking requirements. 
Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste. 

Forms

Assessment Cover Sheet

SITTTSL008 - Book supplier products and services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITTTSL008 - Book supplier products and services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: