SITTTVL006 - Book tourism products and process documentation

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Unit code: SITTTVL006 | 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 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 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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