Elements and Performance Criteria

Element

Performance Criteria

1

Interpret information required for processing of documentation.

1.1

Identify deadline for preparation and despatch of documents.

1.2

Interpret existing reservation data held for the customer to identify all customer details correctly.

1.3

Identify and interpret details of specific products and services that have been sold and confirmed to the customer and check prices quoted.

1.4

Identify confirmed bookings held for customers and costs quoted by product and service suppliers.

1.5

Identify sources of general information required to issue all necessary documents.

1.6

Check payment status and take appropriate action.

1.7

Check for and report any discrepancies in costs quoted to the customer and actual cost of services and take any follow-up action required to collect shortfall.

1.8

Identify any operational documents required by personnel involved in delivering the tourism product.

2

Process documentation.

2.1

Prepare complete and accurate documentation within designated timeframes.

2.2

Record required details on documentation with accuracy and according to the conditions applicable to the product.

2.3

Make appropriate calculations and record any required costs within documents.

2.4

Action payment required by the supplier at the appropriate time according to organisation procedures.

2.5

Check all documentation for accuracy prior to issue and amend as necessary.

2.6

Process, file and despatch copies of documents according to organisation and supplier procedures and requirements.

2.7

Despatch documents according to customer and organisation requirements.

2.8

Reissue documentation where appropriate and process any required refunds or additional payments required according to conditions applicable to the product.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

interpretation of customer and operational requirements

interpretation of quotations previously supplied to customer

literacy skills to read and interpret reservation and operational data, read and interpret complex itineraries and product information, and prepare accurate and clearly expressed travel-related documents

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

The following knowledge must be assessed as part of this unit:

procedures and principles underpinning the processing of documentation

documentation types and standard formats used in the tourism industry

basic product knowledge appropriate to the specific industry sector

relationships between different sectors of the tourism industry in relation to requirements for and acceptance of tourism documentation

basic understanding of the negotiated costs, contractual arrangements and preferred supplier arrangements in place.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this TrainingPackage.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ability to interpret and confirm the customer's requirements

ability to identify any documents required by operational or delivery personnel

ability to process and issue accurate tourism documentation

ability to process a range of different tourism product, service or operational documentation for multiple customer, tour or event files and ideally as a component of integrated work activity

understanding of the principles that apply to the processing of any type of documentation

project or work activities that show the candidates' ability to process tourism documentation within the context of the particular industry sector in which they are working or seeking work; for those undertaking generic pre-employment training, assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes

issuing of documentation within typical workplace time constraints and the deadlines determined by the customer and the organisation.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully equipped industry-realistic office environment using appropriate computers, printers, information programs, publications and software programs currently used in the tourism industry to control documentation functions or demonstration within the applicable sales environment for the sector e.g. a conference venue for the Events sector or touring environment for the Guiding and Tour Operations sectors

use of customer and operational file types showing reservations or operational data as the basis for the issuing of documentation

use of industry-current documents, such as itineraries, vouchers and confirmation letters

where assessment covers air documents and tickets, the use of industry-current airline or consolidator documentation, computer data, schedules, tariffs and bulletins outlining rules, conditions and regulations

for air tickets, the use of the full range of International Air Transport Association (IATA) actual or training facsimile air documentation.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

evaluation of integrated activities completed by the candidate, including sourcing information on destinations, selling products, providing quotations and booking supplier services

review of documents processed by the candidate

case studies or project activities to assess candidate's ability to issue different types of documents in different operational circumstances and for varying customer requirements

written and oral questioning or interview to test knowledge of the principles underpinning the issuing of documentation, requirements for various types of documents and relationships between different sectors of the tourism industry

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITTTSL008A Book and coordinate supplier services

SITTTSL010A Control reservations or operations using a computerised system

SITTTSL012B Construct domestic airfares

SITTTSL013B Construct normal international airfares

SITTTSL014B Construct promotional international airfares

SITTTSL015A Construct advanced international airfares.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

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 in the performance criteria is detailed below.

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:

name

age

special requirements to be noted on documents

agent's details

address for delivery of documents

date required for delivery of documents.

Products and services may be:

domestic

international.

Sources of general information required to issue all necessary documents may include:

timetables

brochures

price schedules

contracts with suppliers

centralised reservations system (CRS)

database of product suppliers and their details

internet sites

visa guides

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.

Documentation:

may include:

air travel documents such as e-tickets, multi-purpose document (MPD), credit card charge forms and exchange tickets

accommodation vouchers

bus, coach or other form of transportation tickets

car hire and motor home vouchers

cruise vouchers

tour vouchers

vouchers for attraction or theme park entry

vouchers for any tourism product or service

meeting or event confirmation letters

delegate information packs

travel insurance documentation

confirmation letters

letters outlining terms, conditions and liability restrictions

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

product disclosure statements

letter of commission disclosure

confirmation vouchers

commission vouchers

visa and passport forms

visas and passports

travellers cheque requests

passenger itineraries

operational itineraries for crew

briefing notes for crew

passenger lists

rooming lists

sales returns

may be produced for:

a single product or service

multiple products and services making up a complete itinerary

inclusive tours or optional tours

groups

individuals

guests or delegates

one-off touring arrangements

series tours

incentive tours

meetings

conferences.

Actioning payments required by the supplier may involve:

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

self-administering the payment:

issuing a miscellaneous charges order

sending payment by cheque or electronic transmission.

Copies of documents may be for:

file

accounts department

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

supplier of the service.