Unit of competency Outline
Date retreived
23/07/2026 12:08 AM AWST
23/07/2026 12:08 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Control reservations or operations using a computerised system
Control reservations or operations using a computerised system
Unit of competency
National Code
SITTTSL010A
SITTTSL010A
State Code
S6472
S6472
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
03/12/2010
Field of Education
080701 - Tourism
Original Release Date
03/12/2010
Nominal Hours
120
Description
This unit describes the performance outcomes, skills and knowledge required to use a computerised reservations or operations system to create, maintain and administer bookings for a range of products and services in tourism, hospitality or events. It requires the ability to use the system capabilities to fulfil a range of sales and operational functions. The unit concentrates on the specific computer skills required to apply many tourism operational functions. This unit does not cover specific core sales and operational skills which are fully covered in other individual units, such as SITTTSL005A Sell tourism products and services, SITTTSL006A Prepare quotations and SITTTSL009A Process travel-related documentation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1 Access and manipulate system information.
- 1.1 Access and interpret system displays.
- 1.2 Use all system features to access a range of information.
2 Create and process reservations.
- 2.1 Check availability of required booking according to system functions and requirements.
- 2.2 Create new reservations containing accurate customer details and full requirements according to system procedures and features.
- 2.3 Input all customer details in the format required by the computer system.
- 2.4 Retrieve bookings as required, using the format required by the computer system.
- 2.5 Make accurate updates and amendments to reservations and store as required.
- 2.6 Download and print any required reservation details.
3 Send and receive communications.
- 3.1 Create and process accurate communications to industry colleagues using the required features of the system.
- 3.2 Access and interpret communications from industry colleagues at the appropriate time.
4 Administer sales and operations functions using the system.
- 4.1 Use the system capabilities to meet the particular sales or operational need.
- 4.2 Use the system capabilities to manage all required accounting processes that relate to a particular file, customer or reservation.
- 4.3 Produce reports to meet sales and operational needs.
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 in the performance criteria is detailed below.
System may be:
industry wide
organisation-specific
CRS
GDS
reservations-based
operations-based.
Information may include:
costs of any tourism product or service, such as tours, hotels and rental cars
airfares
airport taxes
availability of products or services
size of vehicles
touring inclusions
product information
product rules
payment requirements
health
customs and immigration
general industry information.
Reservations:
can be made for the diverse range of products and services offered within the tourism industry, including:
airline seats
hotel rooms and other accommodation
rental cars and other vehicles
transportation
transfers
entertainment
tours
cruises
entrance to attractions or sites
travel insurance
tour guiding services
activities
meals
functions
special items with customer's corporate branding
special events
venue facilities
convention facilities
speaker services
audiovisual services
meeting or event equipment
special event consumable items
food, beverage and catering
may be created for:
groups
individuals
tour guides, crew and other touring personnel
domestic tourists
outbound tourists
inbound tourists
meetings and conference delegates
events attendees.
Updates and amendments to reservations may involve:
adding additional customers
splitting an existing reservation
cancelling a booking
changing an itinerary by adding or deleting products or services
changing customer names, if permitted
cross-referencing multiple bookings
entering invoicing details
entering payment details
entering ticketing or voucher details.
Industry colleagues may include:
any product or service supplier with whom the reservation is being made, such as airline and rental car company
other organisation departments needing access to reservations or operations information.
System capabilities may relate to:
sales management functions
operational management functions.
Particular sales or operational need may include:
providing destination and specific product information and advice
accessing and interpreting product information
selling tourism products to the customer
preparing quotations
constructing airfares
booking and coordinating a supplier service for the customer
issuing customer travel documentation
issuing crew documentation, e.g. operational or technical itineraries
issuing air tickets
organising functions
processing and monitoring meeting or event registrations
purchasing promotional products
hiring special equipment.
Accounting processes that relate to a particular file, customer or reservation may include:
processing financial transactions
issuing invoices
issuing credit notes
managing the receipt of customer payments and refunds
reconciling all financial transactions
managing the application of transaction fees.
Reports may be:
specific to a department
cover the whole organisation
relate to sales generated by individual staff members
accounting reports
sales reports
reservation reports
cost comparisons for various product suppliers
usage rates for various product suppliers
used to negotiate rates
used to determine currency of information held in the system.
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 in the performance criteria is detailed below.
System may be:
industry wide
organisation-specific
CRS
GDS
reservations-based
operations-based.
Information may include:
costs of any tourism product or service, such as tours, hotels and rental cars
airfares
airport taxes
availability of products or services
size of vehicles
touring inclusions
product information
product rules
payment requirements
health
customs and immigration
general industry information.
Reservations:
can be made for the diverse range of products and services offered within the tourism industry, including:
airline seats
hotel rooms and other accommodation
rental cars and other vehicles
transportation
transfers
entertainment
tours
cruises
entrance to attractions or sites
travel insurance
tour guiding services
activities
meals
functions
special items with customer's corporate branding
special events
venue facilities
convention facilities
speaker services
audiovisual services
meeting or event equipment
special event consumable items
food, beverage and catering
may be created for:
groups
individuals
tour guides, crew and other touring personnel
domestic tourists
outbound tourists
inbound tourists
meetings and conference delegates
events attendees.
Updates and amendments to reservations may involve:
adding additional customers
splitting an existing reservation
cancelling a booking
changing an itinerary by adding or deleting products or services
changing customer names, if permitted
cross-referencing multiple bookings
entering invoicing details
entering payment details
entering ticketing or voucher details.
Industry colleagues may include:
any product or service supplier with whom the reservation is being made, such as airline and rental car company
other organisation departments needing access to reservations or operations information.
System capabilities may relate to:
sales management functions
operational management functions.
Particular sales or operational need may include:
providing destination and specific product information and advice
accessing and interpreting product information
selling tourism products to the customer
preparing quotations
constructing airfares
booking and coordinating a supplier service for the customer
issuing customer travel documentation
issuing crew documentation, e.g. operational or technical itineraries
issuing air tickets
organising functions
processing and monitoring meeting or event registrations
purchasing promotional products
hiring special equipment.
Accounting processes that relate to a particular file, customer or reservation may include:
processing financial transactions
issuing invoices
issuing credit notes
managing the receipt of customer payments and refunds
reconciling all financial transactions
managing the application of transaction fees.
Reports may be:
specific to a department
cover the whole organisation
relate to sales generated by individual staff members
accounting reports
sales reports
reservation reports
cost comparisons for various product suppliers
usage rates for various product suppliers
used to negotiate rates
used to determine currency of information held in the system.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this TrainingPackage.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to use the features of a computerised reservations or operations system correctly and efficiently
ability to accurately operate a computer reservations system to make and process bookings in response to multiple customer requests covering a range of tourism products and services, ideally as a component of integrated work activity
ability to use a full range of system administrative capabilities relevant to the job role
project or work activities that show the candidates' ability to operate a computerised reservation or operations system used within the particular industry sector in which they are working or seeking work
completion of reservation or operational activities within typical workplace time constraints.
Context of and specific resources for assessment
Assessment must ensure:
demonstration of skills within a fully equipped industry-realistic office environment using appropriate computers, printers, information programs and publications
access to a computerised reservations or operations system currently used in the tourism or hospitality industry to control the agent to supplier booking function or an organisation-based computerised reservations system that controls the supplier's reservations or operations function.
Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
evaluation of integrated activities completed by the candidate, including sourcing information on destinations, accessing product information, selling products, providing quotations and issuing documents and air tickets
direct observation of the candidate using the various features of a computerised reservations or operations system to book, retrieve and amend a series of bookings
case studies to assess ability to complete the booking process using a computerised reservations or operations system for different tourism products, services and customers
use of emulator reservations programs to assess candidate's ability to use all the functions of a computerised reservations system in simulator mode
evaluation of booking data generated by the candidate in response to different customer situations
written and oral questioning or interview to test knowledge of the role of computerised reservations or operations systems within the industry
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. This unit underpins effective performance in a range of sales and operational activities and combined assessment with any related Tourism Sales and Operations units is strongly recommended, for example:
SITTTSL001A Operate an online information system
SITTTSL002A Access and interpret product information
SITTTSL006A Prepare quotations
SITTTSL007A Receive and process reservations
SITTTSL008A Book and coordinate supplier services
SITTTSL009A Process travel-related documentation
SITTTSL011A Maintain a product inventory.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to use the features of a computerised reservations or operations system correctly and efficiently
ability to accurately operate a computer reservations system to make and process bookings in response to multiple customer requests covering a range of tourism products and services, ideally as a component of integrated work activity
ability to use a full range of system administrative capabilities relevant to the job role
project or work activities that show the candidates' ability to operate a computerised reservation or operations system used within the particular industry sector in which they are working or seeking work
completion of reservation or operational activities within typical workplace time constraints.
Context of and specific resources for assessment
Assessment must ensure:
demonstration of skills within a fully equipped industry-realistic office environment using appropriate computers, printers, information programs and publications
access to a computerised reservations or operations system currently used in the tourism or hospitality industry to control the agent to supplier booking function or an organisation-based computerised reservations system that controls the supplier's reservations or operations function.
Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
evaluation of integrated activities completed by the candidate, including sourcing information on destinations, accessing product information, selling products, providing quotations and issuing documents and air tickets
direct observation of the candidate using the various features of a computerised reservations or operations system to book, retrieve and amend a series of bookings
case studies to assess ability to complete the booking process using a computerised reservations or operations system for different tourism products, services and customers
use of emulator reservations programs to assess candidate's ability to use all the functions of a computerised reservations system in simulator mode
evaluation of booking data generated by the candidate in response to different customer situations
written and oral questioning or interview to test knowledge of the role of computerised reservations or operations systems within the industry
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. This unit underpins effective performance in a range of sales and operational activities and combined assessment with any related Tourism Sales and Operations units is strongly recommended, for example:
SITTTSL001A Operate an online information system
SITTTSL002A Access and interpret product information
SITTTSL006A Prepare quotations
SITTTSL007A Receive and process reservations
SITTTSL008A Book and coordinate supplier services
SITTTSL009A Process travel-related documentation
SITTTSL011A Maintain a product inventory.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C4845 | THTSOP08B | Operate a computerised reservations system | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WB958 | SITTTSL010B | Control reservations or operations using a computerised system | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S628 | AVI30408 | Certificate III in Aviation (Ground Operations and Service) | Qualification |