SITTTVL007 - Use a computerised reservations or operations system

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Unit code: SITTTVL007 | Study level: TAFE
Credit points
N/A
Location
Footscray Nicholson
Prerequisites
N/A
Overview
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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 the VU Polytechnic and/or via the VU Polytechnic e-learning system.

As part of a course

This unit is studied as part of the following course(s):

Diploma of Travel and Tourism Management
SIT50122 | Diploma | Duration:

Refer to the course page for information on how to apply for the course. VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.

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