Unit of competency Outline

Date retreived
22/07/2026 7:09 AM AWST

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Receive and process reservations

Receive and process reservations

Unit of competency
National Code
SITTTSL007B
State Code
WB955
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
01/01/2011
View on TGA
State Implementation and Classification
Approved Date
18/02/2011
Field of Education
080701 - Tourism
Original Release Date
18/02/2011
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to receive and process reservations for a tourism or hospitality product or service offered for sale to agents or direct to the consumer. It requires the ability to determine the availability of the product or service, offer alternatives, accurately record the reservation details and administer the reservation through to finalisation. This unit does not cover specific selling skills required by reservations or call centre staff, nor does it cover the use of a computerised reservation system to manage reservations. These skills are covered by SITTTSL005A Sell tourism products and services and SITTTSL010B Control reservations or operations using a computerised system. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1 Receive reservation request.
  • 1.1 Determine the availability of the requested reservation and advise this to customer.
  • 1.2 Offer alternatives if the requested booking is not available, including waitlist options.
  • 1.3 Answer enquiries regarding costs and other product features.
2 Record details of reservation.
  • 2.1 Accurately record customer details against their reservation in a manner that ensures correct interpretation by others who may access the reservations details.
  • 2.2 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.
  • 2.3 Clearly record any special requests according to organisation requirements.
  • 2.4 Confirm all details of the booking with the customer and ensure that they understand and agree to all details.
  • 2.5 File the reservation in a manner that ensures easy access by others and according to organisation procedures.
  • 2.6 Prepare and issue documents and other material to the customer according to requirements of the specific reservation.
3 Update reservations.
  • 3.1 Update the financial status of the reservation accurately and according to organisation procedures.
  • 3.2 Receive, process and record any amendments to or cancellations of reservations according to customer request and organisation procedures.
4 Advise others on reservation details.
  • 4.1 Communicate general and specific customer requirements and reservation details to appropriate departments and colleagues.
  • 4.2 Compile and provide accurate and relevant reservation statistics on request.
5 Minimise waste of printed materials.
  • 5.1 Minimise use of printed materials and maximise electronic transmission and filing of all documents to reduce waste and negative environmental impacts.
No information
No information
Replaces
State Code National Code Title Type
S6469 SITTTSL007A Receive and process reservations Unit of competency
Replaced By
State Code National Code Title Type
WF724 SITTTSL305 Process reservations Unit of competency