SITTTVL006 - Book tourism products and process documentation

Unit code:SITTTVL006Study level:TAFE

Nominal hours

Location

Footscray Nicholson

Prerequisites

(Or equivalent to be determined by unit coordinator)
Co-requisites
(Corequisite units must be studied concurrently with this unit)

Overview

This unit describes the performance outcomes, skills and knowledge required to make and administer customer bookings for products and services. It requires the ability to administer all bookings from identification of customer booking requirements, through to finalisation and issue of documentation. This may include determining availability of the product or service, offering alternatives, accurately recording the booking details, interpreting all documentation requirements and preparing and despatching documents within designated deadlines.
The product or service can include any international or domestic product or service sold by any travel organisation. This includes airlines, cruise lines, vehicle rental companies, hotels, motels, bed and breakfasts or other accommodation providers, tour operators of any type, outbound tour wholesalers, and attractions and theme parks.The unit applies to frontline operations personnel who operate with some level of independence and under limited supervision. This includes travel consultants, cruise consultants, inbound tour coordinators, reservation sales agents and owner-operators of small travel organisations.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each units learning outcomes & performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

Students will be expected to demonstrate the following required skills:

process five bookings for different products or services listed in the knowledge evidence from initial request to finalisation of the bookings, including at least one for:

a single product or service
a combination of at least four products or services making up one complete package or itinerary

service requests and provide confirmations efficiently for each of the above bookings
issue the following paper-based or electronically transmitted customer documents tailored to each of the above bookings:

confirmation documentation
credit confirmation
information pack
invoice
receipt
service voucher

maintain accurate records of above bookings and confirmations, including:

customer names and contact details
arrival and departure details, itineraries, times and locations
payment arrangements
details of particular operational or service requirements specified
loyalty programs
special needs
special requests including bedding, dietary requirements, and request for special services

update financial status of above bookings:

checking and recording that the booking has been:
deposited
fully paid
checking correct method of payment
generating and issuing invoices and credit notes for changed reservations
inputting method of payment
receiving, processing and recording payments

for each of the above customer bookings, accurately process paper-based or electronically transmitted documentation
complete above activities within commercial time constraints and deadlines determined by the customer, the supplier and the organisation.

Students will also be expected to demonstrate the following knowledge:

sources of reservations, and the industry and organisational relationships that exist
methods customers use to make reservations
types of reservations and operations systems used to administer the booking of supplier services:

booking systems and procedures
features of products and services sold
sources of product, service and logistical information
sources of negotiated cost of supply, contractual arrangements and preferred supplier arrangements
relationship between the organisation and the supplier

customer details required for booking products and services and processing documentation and sources of this information
supplier services and products that are booked:

accommodation
attractions
air product
cruise product
tours
transportation
travel insurance
vehicle rental

types of booking and documentation procedures
industry terminology and common abbreviations used in bookings and confirmations
primary components of consumer protection laws that relate to the provision of products and services, including organisational responsibility to:

supply products and services as described
substitute suitable products and services when unavailable

processes involved in updating the financial status of bookings:

checking that the customer has fully paid
generating and issuing invoices and credit notes for changed arrangements
receiving, processing and recording payments

formats and inclusions used in supplier booking requests, and styles that cater for those with special needs
supplier payment actions
key booking and confirmation details:

any pre-negotiated costs and payment details
customer details
nature of product or service to be provided
special requests or requirements
in the case of a service, date, time and location of its commencement and conclusion

documentation types and standard formats for:

air travel documents
transportation documents
confirmation document
cruise e-docs, tickets and boarding passes
documentation advising sources of information relating to health, safety and regulatory issues
documentation outlining terms, conditions and liability restrictions
passenger itineraries
product disclosure statements
travel insurance documentation
visa and passport forms
vouchers for travel products or services.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by Victoria University and/or via the Victoria University e-learning system.