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Evidence Guide: SITTTSL009 - Process travel-related documentation

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!

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SITTTSL009 - Process travel-related documentation

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

Interpret information required for processing documentation.

  1. Identify deadline for preparing and issuing documents.
  2. Interpret existing reservation data to identify all customer details.
  3. Identify and interpret details of specific products and services confirmed to customer and check prices quoted.
  4. Identify confirmed bookings held for customers and check costs quoted by product and service suppliers.
  5. Identify sources of general information required to issue necessary documents.
  6. Check payment status of customer files and take appropriate action.
  7. Check for and report any discrepancies in costs and take required action.
  8. Identify operational documents required by personnel involved in delivering the product.
Identify deadline for preparing and issuing documents.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interpret existing reservation data to identify all customer details.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and interpret details of specific products and services confirmed to customer and check prices quoted.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify sources of general information required to issue necessary documents.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check payment status of customer files and take appropriate action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check for and report any discrepancies in costs and take required action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process documentation.

  1. Prepare accurate documentation within designated timeframes.
  2. Record required details on documentation with accuracy and according to applicable product conditions.
  3. Calculate supplier costs and record in supplier documents.
  4. Action supplier payments within designated deadline.
  5. Check all documentation for accuracy prior to issue and amend as necessary.
  6. Process, file and despatch copies of documents according to organisation and supplier requirements.
Prepare accurate documentation within designated timeframes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calculate supplier costs and record in supplier documents.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action supplier payments within designated deadline.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise processing of documentation.

  1. Issue documents and reissue as required.
  2. Process required refunds or additional payments according to product conditions.
  3. Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.
Issue documents and reissue as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process required refunds or additional payments according to product conditions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Interpret information required for processing documentation.

1.1.Identify deadline for preparing and issuing documents.

1.2.Interpret existing reservation data to identify all customer details.

1.3.Identify and interpret details of specific products and services confirmed to customer and check prices quoted.

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

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

1.6.Check payment status of customer files and take appropriate action.

1.7.Check for and report any discrepancies in costs and take required action.

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

2. Process documentation.

2.1.Prepare accurate documentation within designated timeframes.

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

2.3.Calculate supplier costs and record in supplier documents.

2.4.Action supplier payments within designated deadline.

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 requirements.

3. Finalise processing of documentation.

3.1.Issue documents and reissue as required.

3.2.Process required refunds or additional payments according to product conditions.

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

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Interpret information required for processing documentation.

1.1.Identify deadline for preparing and issuing documents.

1.2.Interpret existing reservation data to identify all customer details.

1.3.Identify and interpret details of specific products and services confirmed to customer and check prices quoted.

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

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

1.6.Check payment status of customer files and take appropriate action.

1.7.Check for and report any discrepancies in costs and take required action.

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

2. Process documentation.

2.1.Prepare accurate documentation within designated timeframes.

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

2.3.Calculate supplier costs and record in supplier documents.

2.4.Action supplier payments within designated deadline.

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 requirements.

3. Finalise processing of documentation.

3.1.Issue documents and reissue as required.

3.2.Process required refunds or additional payments according to product conditions.

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

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

interpret and confirm reservation data for at least three different confirmed customer bookings, including at least one international and one domestic booking

for each of the above customer bookings, accurately process both paper-based and electronically transmitted documentation as applicable relating to a travel and tourism product or service, using at least three types of documentation as specified in the knowledge evidence

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 types of reservations and operations systems used to issue above travel-related documentation

sources of general information:

air travel information:

airline schedules and timetables

airline fare manuals

tariffs from airlines

tariffs from consolidators

special bulletins issued by airlines and consolidators

brochures

computerised reservations systems (CRS)

global distribution systems (GDS)

contracts with suppliers

database of product suppliers and their details

internet sites

price schedules

timetables

visa guides

sources of information for:

customer details

supplier details

agent details

product information

product costs

document delivery details

customer details required for processing travel-related documentation:

address for delivery of documents

age

agent details

date required for delivery of documents

name

special requirements to be noted on documents

types of documentation:

air travel documents:

e-tickets

multi-purpose documents (MPD)

credit card charge forms (CCCF)

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

traveller’s cheque requests

visa and passport forms

vouchers for tourism products or services

specific industry sector:

documentation types and standard formats

documentation requirements for:

conferences

groups

guests or delegates

incentive tours

inclusive tours or optional tours

individual customers

meetings

multiple products and services making up a complete itinerary

one-off touring arrangements

series tours

single product or service

specific organisation:

negotiated supplier costs and contractual arrangements for payments

features of products sold

formats and inclusions used in customer, supplier and crew documents, vouchers, and rooming lists

procedures and methods for paying suppliers

processes involved in actioning supplier payments:

issuing an electronic miscellaneous document (EMD)

requesting payment from the accounts department

self-administering the payment

sending payment by cheque or electronic transmission.