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 identify customer booking requirements, request and confirm them with suppliers, and administer all bookings through to finalisation.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and 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 three 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 return 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 letters; credit notes; information packs; invoices; receipts; - keep accurate records of above bookings and confirmations, and; - complete activities within commercial time constraints and deadlines determined by the customer and the organisation. Students will also be expected to demonstrate the following knowledge: - the specific industry sector and organisation; - different types of reservations and operations systems used to administer the booking of supplier services; - different supplier services that are booked; - 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, specifically organisational responsibility; - processes involved in updating the financial status of bookings; - supplier payment actions; - key booking details; - return confirmation inclusion details, and; - formats and inclusions used in supplier booking requests, and styles that cater for those with special needs.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

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