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.
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.

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.