Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Receive reservation request.

1.1 Determine the availability of the requested reservation and advise the customer.

1.2 Offer alternatives for unavailable reservations including waitlist options.

1.3 Answer enquiries regarding costs and other product features.

2. Record details of reservation.

2.1 Record customer details against their reservation to allow correct interpretation by other operational personnel.

2.2 Enhance customer service and operational efficiency by using available customer profile or history.

2.3 Record any special requests.

2.4 Confirm all details with the customer, confirm their understanding and agreement

2.5 File the reservation according to system or procedural requirements and provide customer with reference code.

2.6 Prepare and issue documents tailored to customer reservation.

3. Update reservations.

3.1 Retrieve reservation data.

3.2 Accurately update financial status of the reservation.

3.3 Accept, process and record any customer requests for amendments or cancellations.

3.4 Provide details of amendment or cancellation conditions and charges and confirm customer understanding.

4. Advise others on reservation details.

4.1 Communicate general and specific customer requirements and reservation details to appropriate departments and colleagues.

4.2 Compile and provide reservation statistics.

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

Required skills

communication skills to:

elicit information from the customer about their requirements

answer enquiries regarding costs and other product features

confirm all details of the reservation with the customer

literacy skills to:

read and interpret customer files and profiles, customer requests and complex product and costing information

write customer files, succinctly document complex customer requests, document any conditions specifically applicable to reservations

numeracy skills to prepare and present reservation statistics

problem-solving skills to offer alternatives for unavailable reservations.

Required knowledge

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

for the 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

for the specific organisation:

features of products sold and specific costs

a range of formats for and inclusions of reservations documents such as confirmation letters and invoices.

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:

receive and process multiple reservations in response to diverse customer requests covering a range of tourism, hospitality or event products and services

demonstrate knowledge of the different sources of reservations and the industry relationships that apply

complete reservation activities within commercial time constraints.

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 receives and processes reservations

a real or simulated tourism, hospitality or event reservation or call centre environment

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

current product and costing information found within brochures, product manuals, tariffs, price lists, and the reservations system

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

customers with whom the individual can interact and for whom they process a reservation.

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:

direct observation, using role plays, of the individual receiving and processing reservations

review of documents prepared by the individual:

confirmation letters

credit notes

information packs

invoices

receipts

service vouchers

statistical reports

written or oral questioning to assess knowledge of:

information required by other departments to deliver products and services

different types of reservations and operations systems used

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:

SITHACS303 Provide accommodation reception services

SITTTSL202 Access and interpret product information

SITTTSL303 Sell tourism products and services

SITTTSL304 Prepare quotations

SITTTSL308 Use a computerised reservations or operations system

SITXCCS303 Provide service to customers

SITXEVT401 Plan in-house events or functions.

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.

Customers may be:

end users of the service, i.e. the consumer

industry customers:

retail travel agencies

inbound tour operators.

A record of customer details may be:

a computer file

a manual file.

A reservationmay be:

for:

air crew

conference delegates

corporate clients

groups, leisure or wholesale

individuals

VIPs

made:

facetoface

by facsimile

by Internet

by mail

by phone.

Customer profile may include:

address

loyalty program memberships, e.g. frequent flyer

amount of business generated by the customer

full name and title

phone, fax, email and other communication methods

special requests

special needs

usual method of payment.

Documents issued to customers may include:

confirmation letters

credit notes

information packs

invoices

paper-based or electronically transmitted materials

receipts

service vouchers.

To update financial statusmay involve:

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.

General and specific customer requirementsand reservation details may include:

arrival and departure details, times and locations

details of other services being used

final:

names

numbers

operational or service requirements

information of a style of customer, e.g. special interest group or VIP status

loyalty programs

payment arrangements

special needs

special requests:

bedding

dietary requirements

services.