Elements and Performance Criteria

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.
Records may be:
a computer file
a manual file.
Aquotation may be:
for a broad range of products and services, including:
conferences
events
groups
incentive tours
inclusive products or optional touring products
individuals
meetings
multiple products and services making up a complete package or itinerary
oneoff touring arrangements
series tours
single product or service
prepared:
manually
using a computer
provided by:
email or other electronic transmission
fax
internal communication
mail
telephone
verbally in a facetoface context.
Special fees and other charges may include:
amendment fee
cancellation fee
communication fee
courier fee
credit card fee
itinerary preparation fee
loyalty program (e.g. frequent flyer) redemption fee
product booking fee
reconfirmation fee
service fee
transaction fee
visa and passport handling fee.
Product and service components in quotations may include:
accommodation
activities
convention facilities
cruises
domestic products and services
entertainment
entrance to attractions or sites
food, beverage and catering
functions
international products and services
meals
meeting or event equipment
speaker services
special event consumable items
special items with customer’s 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
travel insurance
vehicle rental
venue hire.
Conditions and limitations of the quotation (initial and subsequent) may include:
changes of conditions of preexisting quotation or booking
changes to provision of preexisting booking
cost of items that are subject to availability
date of current quotation
exclusions
general conditions and rules
inclusion of fees, taxes and levies
inclusions
legislative requirements such as cooling-off period after acceptance of quotation
life and expiry date of quotation
methods of customer accepting quotation
payment requirements
prices subject to change.

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:
prepare multiple quotations covering a diverse range of tourism, hospitality or event products and services to meet the different requirements of customers
integrate knowledge of commissions, mark-ups and fees into quotation activities
demonstrate knowledge of the primary components of consumer protection laws and actions that must be adhered to by organisations
complete quotations 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 prepares quotations
a real or simulated tourism, hospitality or events 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 the tourism hospitality or event industry to prepare quotations
current costing information found within brochures, product manuals, tariffs, price lists, supplier information kits, information databases and computerised reservations systems (CRS)
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 provide accurate quotations in response to particular customer requests or for a series of customer files
evaluation of a range of quotations prepared by the individual
written or oral questioning to assess knowledge of consumer protection laws that relate to the provision of quotations
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The range of products and services and complexity of quotations will vary. Because of the broad industry application of this unit, it is critical that assessment is contextualised to meet the requirements of the specific industry sector, local industry operations and the particular needs of the job role.
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:
SITHKOP404 Plan catering for events or functions
SITTTSL303 Sell tourism products and services
SITTTSL305 Process reservations
SITTTSL307 Process travel-related documents
SITTTSL308 Use a computerised reservations or operations system
SITXEVT401 Plan in-house events or functions.