NTISthis.com

Evidence Guide: SITTTSL007A - Receive and process reservations

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SITTTSL007A - Receive and process reservations

What evidence can you provide to prove your understanding of each of the following citeria?

Receive reservation request.

  1. Determine the availability of the requested reservation and advise this to customer.
  2. Offer alternatives if the requested booking is not available, including waitlist options.
  3. Answer enquiries regarding costs and other product features.
Determine the availability of the requested reservation and advise this to customer.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Offer alternatives if the requested booking is not available, including waitlist options.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Answer enquiries regarding costs and other product features.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Record details of reservation.

  1. Accurately record customer details against their reservation in a manner that ensures correct interpretation by others who may access the reservations details.
  2. Check for and make use of customer profile or history, if available, and use information to assist in making the reservation and enhancing customer service.
  3. Clearly record any special requests according to organisation requirements.
  4. Confirm all details of the booking with the customer and ensure that they understand and agree to all details.
  5. File the reservation in a manner that ensures easy access by others and according to organisation procedures.
  6. Prepare and issue documents and other material to the customer according to requirements of the specific reservation.
Accurately record customer details against their reservation in a manner that ensures correct interpretation by others who may access the reservations details.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Check for and make use of customer profile or history, if available, and use information to assist in making the reservation and enhancing customer service.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Clearly record any special requests according to organisation requirements.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Confirm all details of the booking with the customer and ensure that they understand and agree to all details.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

File the reservation in a manner that ensures easy access by others and according to organisation procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Prepare and issue documents and other material to the customer according to requirements of the specific reservation.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Update reservations.

  1. Update the financial status of the reservation accurately and according to organisation procedures.
  2. Receive, process and record any amendments to or cancellations of reservations according to customer request and organisation procedures.
Update the financial status of the reservation accurately and according to organisation procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Receive, process and record any amendments to or cancellations of reservations according to customer request and organisation procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Advise others on reservation details.

  1. Communicate general and specific customer requirements and reservation details to appropriate departments and colleagues.
  2. Compile and provide accurate and relevant reservation statistics on request.
Communicate general and specific customer requirements and reservation details to appropriate departments and colleagues.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Compile and provide accurate and relevant reservation statistics on request.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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 make accurate reservations according to established systems and procedures and within typical workplace time constraints

ability to receive and process multiple reservations in response to multiple customer requests covering a range of tourism products and services and ideally as a component of integrated work activity

understanding of the different sources of reservations and the industry interrelationships that apply

project or work activities that show the candidates' ability to receive and process reservations 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.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully equipped industry-realistic office environment using appropriate telephones, computers and printers

access to a computerised or manual reservations system currently used by tourism and hospitality industry operators to control the reservations function for the supply of their product or service

use of industry-current reservations 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:

direct observation of the candidate receiving and processing reservations

evaluation of integrated activities completed by the candidate, including sourcing information on products, selling products, providing quotations and issuing documents

evaluation of reservations documentation and booking data generated by the candidate

activities to assess ability to process differing types of reservations, including booking, retrieving and amending a series of bookings

written and oral questioning or interview to test knowledge of the principles underpinning reservations procedures and the 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:

SITTTSL005A Sell tourism products and services

SITTTSL006A Prepare quotations

SITTTSL010A Control reservations or operations using a computerised system.

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.

Required Skills and Knowledge

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:

verbal and written use of the 24-hour clock and ability to translate for customers

verbal and written use of reservation jargon, system and product codes

literacy skills to read and interpret reservation information such as customer files, customer requests and complex product and costing information

writing skills to create customer files and succinctly document complex customer requests and any conditions specifically applicable to reservations

numeracy skills to prepare and present reservation statistics.

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

in-depth product knowledge appropriate to the specific industry sector and product being sold

reservations and bookings terminology

relationships between different sectors of the tourism industry that relate to reservations, including sources of reservations

working knowledge of the principles underpinning the particular reservations system in use.

Range Statement

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.

Customers may be:

industry customers, e.g. retail travel consultants and inbound tour companies or operators

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

Customer details may be recorded using:

a computer file

a manual file.

Reservation:

may be made by:

phone

facsimile

mail

face-to-face

internet

may be for:

individuals

groups

VIPs

conference delegates.

Customer profiles may include:

full name and title

address

phone, fax, email and other communication methods

special requirements

amount of business generated by the customer

usual method of payment.

Documents issued to customers may include:

invoices

credit notes

receipts

service vouchers

confirmation letters

information packs.

Updating the financial status of the reservation may include:

receiving, processing and recording payments

generating and issuing invoices and credit notes for changed reservations

checking and recording that the reservation has been fully paid.

General and specific customer requirements and reservation details may include:

special requests

timing details

special needs

payment arrangements

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

details of other services being used.