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Evidence Guide: SITTTSL306 - Book supplier services

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

 

SITTTSL306 - Book supplier services

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

Administer customer file and identify booking requirements.

  1. Interpret existing or create new records of customer booking requirements.
  2. Prepare and issue customer documents.
  3. Accurately update the financial status of customer records.
  4. Identify all supplier services required by the customer.
  5. Identify details of specific products and services confirmed to the customer.
  6. Where no specific product or service has been confirmed select appropriate suppliers to ensure customer needs and quoted prices are met.
  7. Select suppliers according to negotiated arrangements to maximise the profitability of the sale.
Interpret existing or create new records of customer booking requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and issue customer documents.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accurately update the financial status of customer records.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify all supplier services required by the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify details of specific products and services confirmed to the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where no specific product or service has been confirmed select appropriate suppliers to ensure customer needs and quoted prices are met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select suppliers according to negotiated arrangements to maximise the profitability of the sale.

Completed
Date:

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Request products and services.

  1. Request products and services from suppliers using the appropriate method.
  2. Provide full details of the required booking to ensure the customer receives the correct product or service.
  3. Request return confirmation of the booking from the supplier.
  4. Make requests for multiple services in the most practical sequence.
  5. Identify flow on impacts and book alternative dates and products when desired products are unavailable.
Request products and services from suppliers using the appropriate method.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide full details of the required booking to ensure the customer receives the correct product or service.

Completed
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Request return confirmation of the booking from the supplier.

Completed
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Make requests for multiple services in the most practical sequence.

Completed
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Identify flow on impacts and book alternative dates and products when desired products are unavailable.

Completed
Date:

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Record requests and confirmations.

  1. File records of all bookings made, including requests and confirmations according to system or procedural requirements.
  2. Monitor files to ensure that all confirmations are received and follow up outstanding confirmations.
  3. Note and schedule future action to be taken for the bookings.
File records of all bookings made, including requests and confirmations according to system or procedural requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor files to ensure that all confirmations are received and follow up outstanding confirmations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Note and schedule future action to be taken for the bookings.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update and finalise bookings.

  1. Make and record necessary amendments or adjustments to bookings.
  2. Action supplier payments within the designated deadline.
  3. Advise suppliers of final customer details and booking requirements.
  4. Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.
Make and record necessary amendments or adjustments to bookings.

Completed
Date:

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Action supplier payments within the designated deadline.

Completed
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Advise suppliers of final customer details and booking requirements.

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

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:

accurately process multiple bookings covering a diverse range of tourism, hospitality or event products and services from initial requests to finalisation of the bookings

keep accurate records of bookings and confirmations

integrate, into booking activities knowledge of booking systems and procedures

demonstrate knowledge of the primary components of consumer protection laws that relate to the provision of products and services

complete supplier bookings within commercial time constraints and deadlines determined by the customer and the organisation.

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 books supplier services

a real or simulated tourism, hospitality or event industry environment; for example:

a reservations area or call centre

a retail shopfront or mobile sales situation for the retail travel sector

an office environment as defined in the Assessment Guidelines

computers, printers and software programs currently used by tourism, hospitality or event industry operators to book supplier services

current product information found within brochures, product manuals, supplier information kits, information databases and computerised reservations systems

operational documentation, e.g. details of supplier contracts and customer files

current plain English regulatory documents distributed by government consumer protection regulators.

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:

projects and activities that allow assessment of the individual’s ability to:

complete the booking process for different products and services

book supplier services in response to particular customer requests or for a series of customer files

review of documents prepared by the individual:

supplier service requests and amendments

customer confirmation letters

invoices

customer files

written or oral questioning to assess knowledge of:

the 24-hour clock

booking procedures

primary components of consumer protection laws that relate to the provision of products and services

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:

SITTTSL201 Operate an online information system

SITTTSL304 Prepare quotations

SITTTSL308 Use a computerised reservations or operations system

SITXEVT401 Plan in-house events or functions

SITXEVT503 Manage event staging components.

Required Skills and Knowledge

Required skills

communication skills to discuss bookings with suppliers

initiative and enterprise skills to book the most cost effective supplier

literacy skills to:

read and interpret customer files, customer requests, customer quotations, complex product and costing information, supplier confirmations and any applicable conditions

write customer documents, clear and succinct product bookings and file notes

numeracy skills to:

interpret quotations supplied to the customer

interpret costs confirmed by the supplier

create and maintain financial documentation to administer bookings

planning and organising skills to book services in correct customer file sequence according to the earliest service date for customers

problem-solving skills to identify flowon impacts and make adjustments to the itinerary when desired products are unavailable

technology skills to use calculators, computers and printers for the booking of supplier services.

Required knowledge

for the specific industry sector and organisation:

different types of reservations and operations systems used to administer the booking of supplier services

booking systems and procedures

features of products sold

sources of product information

sources of negotiated cost of supply, contractual arrangements and preferred supplier arrangements

relationship between the organisation and the supplier

formats for and inclusions of supplier booking requests

verbal and written use of the 24hour clock

industry terminology and common abbreviations used in bookings and confirmations

primary components of consumer protection laws that relate to the provision of products and services, specifically organisational responsibility to supply products as described and to substitute suitable products when unable.

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, 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.

Documents issued to customers may include:

confirmation letters

credit notes

information packs

invoices

paper-based or electronically transmitted materials

receipts.

Toupdate the financial statusmay involve:

checking that the customer has fully paid

generating and issuing invoices and credit notes for changed arrangements

receiving, processing and recording payments.

Supplier services cover a broad range of products and services including:

accommodation

activities

airline flights

charter flights

cruises

entertainment

entrance to attractions or sites

event management services

food, beverage and catering

functions

meals

meeting or event equipment

speaker services

special event consumable items

special items with customer corporate branding

technical equipment and services:

audio-visual

pyrotechnics

rigging

sound and lighting

special effects

stage design and construction

venue styling

tour guiding services

tours

transfers

transportation

vehicle rental

venue hire.

Suppliersmay be:

external

internal; department to department.

Service requests and return confirmations may be communicated via:

Centralised Reservations System (CRS)

email

fax

Global Distribution System (GDS)

Internet and intranet

mail

telephone.

Full details may include:

any prenegotiated costs and payment details

customer details

date, time and location of commencement and conclusion of service

nature of service to be provided

special requests or requirements.

A booking may be made for:

a single product or service

conferences

events

groups

incentive tours

inclusive tours or optional tours

individuals

meetings

multiple products and services making up a complete package or itinerary

oneoff touring arrangements

series tours.

Return confirmation of the supply may include:

cost

date, time and location of commencement and conclusion of service

payment method and deadline

special requests.

Amendments or adjustments to bookings may include:

cancellation of booking

change of date or time

change of location of commencement and conclusion of service

reduction or increase in number of bookings held.

Actioning supplier paymentsmay involve:

issuing a Miscellaneous Charges Order (MCO)

issuing internal events orders

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

selfadministering the payment

sending payment by cheque or electronic transmission.

Final customer details may include:

arrival and departure times and flights (or any other form of transportation)

details of tour guides, tour managers and crew accompanying customers

final:

names or name list

numbers for a group booking

operational or service requirements

rooming list.