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

SITTTSL307 Mapping and Delivery Guide
Process travel-related documentation

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITTTSL307 - Process travel-related documentation
Description This unit describes the performance outcomes, skills and knowledge required to process a range of travel and tourism documentation. It requires the ability to identify and interpret all documentation requirements and to prepare and despatch documents within designated deadlines.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application The product can include any international or domestic product sold by any tourism, hospitality or event organisation. This unit applies to all organisations where travel and tourism documents, including air tickets, are issued to customers, suppliers and sometimes to tour delivery staff.It applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. This includes retail travel consultants, corporate consultants, inbound tour coordinators, visitor information officers, account managers for professional conference organisers, event coordinators, tour guides, tour desk officers and operations coordinators. Some larger organisations support a documentation department staffed by industry entry-level documentation officers who may require more supervision.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
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: Interpret information required for processing of documentation.
  • Identify deadline for preparation and issuance of documents.
  • Interpret existing reservation data to identify all customer details.
  • Identify and interpret details of specific products and services confirmed to the customer and check prices quoted.
  • Identify confirmed bookings held for customers and check costs quoted by product and service suppliers.
  • Identify sources of general information required to issue all necessary documents.
  • Check payment status and take appropriate action.
  • Check for and report any discrepancies in costs and take required action.
  • Identify operational documents required by personnel involved in delivering the tourism product.
       
Element: Process documentation.
  • Prepare accurate documentation within designated timeframes.
  • Record required details on documentation with accuracy and according to applicable product conditions.
  • Calculate supplier costs and record within supplier documents.
  • Action supplier payments within the designated deadline.
  • Check all documentation for accuracy prior to issue and amend as necessary.
  • Process, file and despatch copies of documents according to organisation and supplier requirements.
  • Issue documents and reissue as required.
  • Process required refunds or additional payments according to product conditions.
  • 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.

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 travel-related 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 individual’s 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 24hour clock and translation to 12-hour clock

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:

SITTTSL304 Prepare quotations

SITTTSL306 Book supplier services

SITTTSL308 Use a computerised reservations or operations system

SITTTSL309 Source airfares for domestic flights

SITTTSL310 Construct normal international airfares

SITTTSL311 Construct promotional international airfares

SITTTSL312 Construct advanced international airfares.

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.

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

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

problem-solving 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 travel-related documents

sources of information for:

customer details

supplier details

agent details

product information

product costs

document delivery details

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.

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.

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
Identify deadline for preparation and issuance of documents. 
Interpret existing reservation data to identify all customer details. 
Identify and interpret details of specific products and services confirmed to the customer and check prices quoted. 
Identify confirmed bookings held for customers and check costs quoted by product and service suppliers. 
Identify sources of general information required to issue all necessary documents. 
Check payment status and take appropriate action. 
Check for and report any discrepancies in costs and take required action. 
Identify operational documents required by personnel involved in delivering the tourism product. 
Prepare accurate documentation within designated timeframes. 
Record required details on documentation with accuracy and according to applicable product conditions. 
Calculate supplier costs and record within supplier documents. 
Action supplier payments within the designated deadline. 
Check all documentation for accuracy prior to issue and amend as necessary. 
Process, file and despatch copies of documents according to organisation and supplier requirements. 
Issue documents and reissue as required. 
Process required refunds or additional payments according to product conditions. 
Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste. 

Forms

Assessment Cover Sheet

SITTTSL307 - Process travel-related documentation
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

SITTTSL307 - Process travel-related documentation

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: