Elements and Performance Criteria

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.

Documents may be produced:
manually
using a computer.


Reservation data for the customer may be:
a computer file
a manual file.


Customer details may include:
name
age
special requirements to be noted on documents
agent's details
address for delivery of documents
date required for delivery of documents.


Products and services may be:
domestic
international.


Sources of general information required to issue all necessary documents may include:
timetables
brochures
price schedules
contracts with suppliers
centralised reservations system (CRS)
database of product suppliers and their details
internet sites
visa guides
air travel information such as:
airline schedules and timetables
airline fare manuals
tariffs from airlines
tariffs from consolidators
special bulletins issued by airlines and consolidators.


Documentation:
may be paper-based or electronically transmitted materials
may include:
air travel documents such as e-tickets, multi-purpose document (MPD), credit card charge forms and exchange tickets
accommodation vouchers
bus, coach or other form of transportation tickets
car hire and motor home vouchers
cruise vouchers
tour vouchers
vouchers for attraction or theme park entry
vouchers for any tourism product or service
meeting or event confirmation letters
delegate information packs
travel insurance documentation
confirmation letters
letters outlining terms, conditions and liability restrictions
letters advising sources of information relating to health, safety and regulatory issues for the customer's attention
product disclosure statements
letter of commission disclosure
confirmation vouchers
commission vouchers
visa and passport forms
visas and passports
travellers cheque requests
passenger itineraries
operational itineraries for crew
briefing notes for crew
passenger lists
rooming lists
sales returns

may be produced for:
a single product or service
multiple products and services making up a complete itinerary
inclusive tours or optional tours
groups
individuals
guests or delegates
one-off touring arrangements
series tours
incentive tours
meetings
conferences.


Actioning payments required by the supplier may involve:
requesting payment from the accounts department, e.g. cheque requisition or purchase order
self-administering the payment:
issuing a miscellaneous charges order
sending payment by cheque or electronic transmission.


Copies of documents may be:
paper-based or electronically transmitted materials
for the file
for the accounts department
for the operational personnel involved in the delivery of a tour, e.g. tour guide and driver
for the supplier of the service.

EVIDENCE GUIDE
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 Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to interpret and confirm the customer's requirements
ability to identify any documents required by operational or delivery personnel
ability to process and issue accurate tourism documentation
ability to process a range of different tourism product, service or operational documentation for multiple customer, tour or event files and ideally as a component of integrated work activity
understanding of the principles that apply to the processing of any type of documentation
project or work activities that show the candidates' ability to process tourism documentation within the context of the particular industry sector in which they are working or seeking work; for those undertaking generic pre-employment training, assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes
issuing of documentation within typical workplace time constraints and the deadlines determined by the customer and the organisation.


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, publications and software programs currently used in the tourism industry to control documentation functions or demonstration within the applicable sales environment for the sector e.g. a conference venue for the Events sector or touring environment for the Guiding and Tour Operations sectors
use of customer and operational file types showing reservations or operational data as the basis for the issuing of documentation
use of industry-current documents, such as itineraries, vouchers and confirmation letters
where assessment covers air documents and tickets, the use of industry-current airline or consolidator documentation, computer data, schedules, tariffs and bulletins outlining rules, conditions and regulations
for air tickets, the use of the full range of International Air Transport Association (IATA) actual or training facsimile air documentation.


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, selling products, providing quotations and booking supplier services
review of documents processed by the candidate
case studies or project activities to assess candidate's ability to issue different types of documents in different operational circumstances and for varying customer requirements
written and oral questioning or interview to test knowledge of the principles underpinning the issuing of documentation, requirements for various types of documents and relationships between different sectors of the tourism 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, for example:
SITTTSL008B Book and coordinate supplier services
SITTTSL010B Control reservations or operations using a computerised system
SITTTSL012B Construct domestic airfares
SITTTSL013B Construct normal international airfares
SITTTSL014B Construct promotional international airfares
SITTTSL015B Construct advanced international airfares.


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.