This unit describes the performance outcomes, skills and knowledge required to receive and process reservations for a tourism, travel, hospitality or events product or service offered for sale to agents or direct to the customer. It requires the ability to determine the availability of the product or service, offer alternatives, accurately record the reservation details and administer the reservation through to finalisation. This unit covers the required skills to manage reservations and not the related sales and computer skills that are found in other units.

The product can include any international or domestic product sold by any tourism, travel, hospitality, or event organisation. It applies to those operators who act as principal (the supplier) and who receive and process reservations for the supply of their product or service. This includes airlines, vehicle rental companies, hotels, motels, bed and breakfasts or other accommodation providers, tour operators of any type, outbound tour wholesalers, and attractions and theme parks.

The unit applies to those personnel who operate with some level of independence and under limited supervision. This includes reservations sales agents, reservations consultants, call centre consultants, booking officers, and business owner-operators.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

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

receive and process at least five different reservations, recording the following details:

names and numbers of customers

arrival and departure details, times and locations

payment arrangements

details of particular operational or service requirements specified

information for a style of customer, such as special interest groups or those with VIP status

loyalty programs

special needs

special requests, such as bedding, dietary requirements, and request for special services

issue the following documents tailored to each of the above customer reservations as applicable:

confirmation letter

credit note

information pack

invoice

receipt

service voucher

update financial status of above reservations, including as applicable:

checking and recording that the reservation has been:

deposited

fully paid

checking correct method of payment

generating and issuing invoices and credit notes for changed reservations

inputting method of payment

receiving, processing and recording payments

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

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

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

different methods customers use to make reservations:

email

face to face

online

telephone

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

specific organisation:

features of products sold and specific costs

protocols and procedures relating to documentation to be provided to customers in relation to above reservations

formats and inclusions used in reservations documents, confirmation letters and invoices, and styles that cater for those with special needs.

Skills must be demonstrated in a tourism, travel, hospitality or events business operation or activity that receives and processes reservations. This can be:

an industry workplace

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

Assessment must ensure access to:

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

internet and email

printers

storage for computer data

telephone

generic computer software and applications:

computer operating system

databases

spreadsheets

word processing

current commercial reservations documentation, confirmation letters, invoices and credit notes

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.

Tourism

Tourism Sales and Operations