Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
operate a computerised reservations or operations system to create and administer at least five different product or service reservations or operations from the following list:
accessing product information
booking a supplier service for a customer
constructing airfares
hiring special equipment
issuing air tickets, crew documentation, or customer documentation
planning functions
preparing quotations
processing and monitoring event registrations
providing specific product information and advice for destinations, foods and beverages, or events and functions
purchasing promotional products
selling tourism, hospitality or event products to the customer
demonstrate the correct use of the full range of features when completing each of the above activities
complete activities within commercial time constraints and deadlines determined by the customer or the organisation.
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
specific industry sector:
different types of computer systems used for reservations and operations
products and services controlled by different computer systems
reservations terminology and jargon
role of computerised reservations and operations systems
systems:
any organisation-specific computerised reservations or operations system
industry-wide systems used by agencies when booking supplier services:
computerised reservations systems (CRS)
global distribution systems (GDS)
industry-wide systems used by:
accommodation providers
holiday parks and resorts
inbound tour operators
outbound tour wholesalers
meetings and events management organisations
tour operators
vehicle rental companies
operations-based
property management system (PMS)
reservations-based
types of reservations:
inbound, for the supply of products and services by principals or suppliers:
accommodation providers
airlines
attractions
cruise operators
event staging businesses
function venues
holiday parks and resorts
meeting, conference and exhibition venues
outbound tour wholesalers
restaurants
tour operators
vehicle rental companies
outbound to book supplier service from:
event management companies
inbound tour operators
outbound tour wholesalers
retail travel agencies
customer groups for whom reservations are made:
business travellers
events attendees
groups
inbound tourists
individuals
meetings and conference delegates
tour guides, crew and other touring personnel
tourists travelling domestically or internationally
specific 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
diary entries and use of system-created deadlines for payments and issuing documents
use of the following reports required for product or service reservations or operations specified in performance evidence above:
accounting
business forecasts
cost comparisons for various product suppliers
customer activity
event attendance and registration
reservation activity
sales total and, sales generated by individual staff members and sales mix
specific to a department
usage rates for various product suppliers
used to determine currency of information held in the system
used to negotiate rates
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, if permitted
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:
issuing:
credit notes
gift vouchers
internal events or function orders
internal purchase orders
invoices
managing the receipt of customer payments and refunds
reconciling all financial transactions.