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Evidence Guide: SITTTSL308 - Use a computerised reservations or operations system

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

 

SITTTSL308 - Use a computerised reservations or operations system

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

Access and manipulate system information.

  1. Access and interpret system displays.
  2. Use system features to access a range of information.
Access and interpret system displays.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use system features to access a range of information.

Completed
Date:

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Use system features to create and administer reservations.

  1. Check availability of required product or service according to system functions.
  2. Create new reservations containing accurate customer details.
  3. Input customer details in the format required by the computer system.
  4. Retrieve bookings using the format required by the computer system.
  5. Make and save accurate updates and amendments to reservations.
  6. Reinstate, duplicate or split reservations as required.
  7. Save, print and file any required reservation details.
Check availability of required product or service according to system functions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create new reservations containing accurate customer details.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Input customer details in the format required by the computer system.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Retrieve bookings using the format required by the computer system.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make and save accurate updates and amendments to reservations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reinstate, duplicate or split reservations as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Save, print and file any required reservation details.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Send and receive communications.

  1. Create and process accurate communications to industry colleagues using system functions.
  2. Access and interpret communications from industry colleagues.
Create and process accurate communications to industry colleagues using system functions.

Completed
Date:

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Access and interpret communications from industry colleagues.

Completed
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Administer sales and operations functions using the system.

  1. Use system capabilities to meet the particular sales or operational need.
  2. Use system capabilities to manage all required accounting processes for reservations.
  3. Produce reports to meet sales and operational needs.
  4. Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.
Use system capabilities to meet the particular sales or operational need.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use system capabilities to manage all required accounting processes for reservations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Produce reports to meet sales and operational needs.

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 operate a computerised reservations or operations system to create and administer multiple reservations covering a range of tourism, hospitality or event products and services

use the full range of system features

demonstrate knowledge of the role played by computerised systems within the organisation and the wider tourism, hospitality or event industry

complete reservation or operational 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 uses a computerised reservation or operations system to administer sales or operational functions

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

a computerised reservations or operations system currently used in the tourism, hospitality or event industries to administer sales and operational functions.

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 of the individual using the various features of a computerised reservations or operations system to book, retrieve and amend a series of bookings

activities that allow assessment of the individual’s ability to complete the booking process using a computerised reservations or operations system for different tourism, hospitality or event products, services and customers

use of exercises within emulator reservations programs to assess individual’s ability to use all the functions of a computerised reservations system in simulator mode

evaluation of reservation data and reports generated by the individual in response to different customer situations

written or oral questioning to assess knowledge of the role of computerised reservations or operations systems and the various functions they manage

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

Because of the broad industry application of this unit, it is critical that training and assessment is specifically tailored to meet the requirements of the specific industry sector and computerised system and must allow for learners who have moved from one computer system to another to participate in retraining.

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

SITTTOP401 Allocate tour resources

SITTTSL201 Operate an online information system

SITTTSL202 Access and interpret product information

SITTTSL304 Prepare quotations

SITTTSL305 Process reservations

SITTTSL306 Book supplier services

SITTTSL307 Process travelrelated documentation

SITXEVT302 Process and monitor event registrations

SITXEVT303 Coordinate on-site event registrations

SITXEVT401 Plan in-house events or functions

SITXEVT503 Manage event staging components.

Required Skills and Knowledge

Required skills

literacy skills to:

read and interpret system codes, abbreviations and complex product information controlled by the system which can include costs, terms and conditions of their sale

write and input accurate customer or operational details and create accurate and succinct notes for special requests or operational details

numeracy skills to manage accounting processes for particular reservations, and to interpret statistical data within various reports

planning and organising skills to meet system created deadlines for payments and issuance of documents

problem-solving skills to react to system failures, inaccurate product information and to report or resolve these issues

self-management skills to respond to diary entries and meet system created deadlines for payments and issuance of documents

technology skills to use:

a computer and keyboard

the system capabilities and functions of the reservations or operations system.

Required knowledge

for the specific industry sector:

different types of computer systems used for reservations and operations

range of products and services controlled by different computer systems

reservations terminology and jargon

role of computerised reservations and operations systems

for the specific reservations and operations system:

range of sales, operational and accounting functions that can be controlled by the system

system codes for and requirements to enter and exit a system

reservation and operational jargon and entries, including encodes and decodes

mandatory fields

specific formatted entries

system requirements for confirming, storing and retrieving reservations or operational data

system requirements for amending and cancelling reservations

system requirements for sending and receiving messages

diary entries and use of system created deadlines for payments and issuance of documents

use of various reports.

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.

System may be:

any organisation-specific computerised reservations or operations system

industrywide systems used by agencies when booking supplier services:

computerised or centralised reservations systems (CRS)

global distribution systems (GDS)

industrywide systems used by:

accommodation providers

holiday parks and resorts

inbound tour operators

outbound tour wholesalers

meetings and events management organisations

tour operators

vehicle rental companies

operations-based

Property Management System (PMS)

reservations-based.

Information may include:

airfares

airport taxes

availability of products or services

conditions of purchase

costs of any tourism, hospitality or event product or service

customer profile

customs and immigration

general industry information

health

payment requirements

product information

product rules

size of vehicles and vessels

touring inclusions.

Reservationsmay be:

inbound, for the supply of products and services by principals or suppliers:

accommodation providers

airlines

attractions

cruise operators

event staging businesses

function venues

holiday parks and resorts

meeting, conference and exhibition venues

outbound tour wholesalers

restaurants

tour operators

vehicle rental companies

outbound to book supplier service from:

event management companies

inbound tour operators

outbound tour wholesalers

retail travel agencies

created for:

Australian tourists travelling domestically or internationally

business travellers

events attendees

groups

inbound tourists

individuals

meetings and conference delegates

tour guides, crew and other touring personnel.

Updates and amendments to reservations may involve:

adding additional customers

cancelling a booking

changing an itinerary by adding or deleting products or services

changing customer names, if permitted

cross-referencing multiple bookings

duplicating a booking

entering:

invoicing details

payment details

ticketing or voucher details

reinstating a booking

splitting an existing reservation.

Industry colleagues may include:

any product or service supplier with whom the reservation is being made, such as airline, hotel or vehicle rental company

other organisation departments needing access to reservations or operations information such as restaurant, function or housekeeping operations.

System capabilities may relate to:

operational management functions

sales management functions.

Sales or operational need may include:

accessing and interpreting product information

booking a supplier service for the customer, internal and external to the organisation

constructing airfares

hiring special equipment

issuing:

air tickets

crew documentation, e.g. operational or technical itineraries

customer documentation for travel, tourism, hospitality or event products

planning functions

preparing quotations

processing and monitoring event registrations

providing specific product information and advice for:

destinations

food and beverage

events and functions

purchasing promotional products

selling tourism, hospitality or event products to the customer.

Accounting processes for reservations may include:

applying transaction fees

issuing:

credit notes

gift vouchers

internal events or function orders

internal purchase orders

invoices

managing the receipt of customer payments and refunds

reconciling all financial transactions.

Reports may be:

accounting

business forecasts

cost comparisons for various product suppliers

cover the whole organisation

customer activity

event attendance and registration

paper-based or electronically transmitted materials

relate to sales generated by individual staff members

reservation activity

sales

sales mix

specific to a department

usage rates for various product suppliers

used to determine currency of information held in the system

used to negotiate rates.