SITTTVL007 - Use a computerised reservations or operations system

Unit code:SITTTVL007Study level:TAFE

Nominal hours

120

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 use a computerised reservations or operations system to create, maintain and administer bookings for products and services. The unit covers the required computer skills to use all system functions and capabilities and not the related sales skills, which are found in other units.
The unit applies to any business operating in the travel industry and any computerised system used to manage international or domestic product sales.It applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. This includes travel consultants, inbound tour coordinators, reservations 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:

operate a computerised reservations or operations system to create and administer at least five of the product or service reservations or operations from the following:

accessing and providing product information
checking availability of a product or service
booking a supplier service for a customer
constructing airfares
issuing air tickets or customer documentation
preparing a quotation
selling a product to the customer
updating a customer reservation

use the full range of system features when completing each of the above activities
complete above activities within commercial time constraints and deadlines determined by the customer or the organisation.

Students will also be expected to demonstrate the following knowledge:

role of computerised reservations and operations systems
computerised reservations and operations systems:

organisation-specific computerised reservations or operations system
industry-wide systems used when booking supplier services:
computerised reservations systems (CRS)
global distribution systems (GDS)
types of reservations:
accommodation
airlines
attractions
cruise operators
holiday parks and resorts
outbound tour wholesalers
vehicle rental companies
inbound tour operators

types of customers for whom reservations are made, including customers with special needs
reservations and operations system:

sales, operational and accounting functions that can be controlled by the system
system codes for and requirements to enter and exit a system
reservation and operational jargon and entries, encodes and decodes
mandatory fields
specific formatted entries
system requirements for:
confirming, storing and retrieving reservations or operational data
amending and cancelling reservations
sending and receiving messages
use of system-created deadlines for payments and issuing documents
reports required for product or service reservations or operations specified in performance evidence

updates and amendments made through computerised reservations or operations systems:

adding additional customers
cancelling a booking
changing an itinerary by adding or deleting products or services
changing customer names
cross-referencing multiple bookings
duplicating a booking
entering:
invoicing details
payment details
ticketing or voucher details
reinstating a booking
splitting an existing reservation

accounting processes for which computerised reservation or operations systems are used.

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.