SKILLS PORTAL

ព្រះរាជាណាចក្រកម្ពុជា · KINGDOM OF CAMBODIA

Cambodian Skills Delivery Model

SEAL National Course Catalogue · MLVT / National Training Board

Sector Frameworks

1,164

Qualifications

15,161

Competency Units

10,938

Elements

41,782

Learning Outcomes

2,822

Assessment Packages

Book tourism products and process documentation

KHU-TOU-0160

Australian Equivalent

SITTTVL006

Elements

Learning Outcomes

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 appli

Elements & Learning Outcomes

E1Confirm booking request.

0160.E1.O1Confirm client requirements for travel products or services directly, or from prepared quotation and record any special requests or special needs.

0160.E1.O2Determine availability of requested product or service and advise customer, offering alternatives for unavailable products or services, including waitlist options and cruise guarantee options.

0160.E1.O3Provide all details to customer, and then confirm their understanding and agreement, responding to any customer questions.

0160.E1.O4Provide details of amendment or cancellation conditions and charges and confirm customer understanding and agreement.

E2Administer customer file and identify booking requirements.

0160.E2.O1Record customer details against booking and enhance customer service and operational efficiency by using available customer profile or history if available.

0160.E2.O2Identify details of all supplier products and services required by customer.

0160.E2.O3Where no specific product or service has been confirmed, select appropriate suppliers to ensure customer needs and quoted prices are met.

0160.E2.O4Select suppliers according to negotiated arrangements to maximise the profitability of the sale.

E3Request products and services.

0160.E3.O1Request products and services from suppliers using appropriate method.

0160.E3.O2Provide full details of required booking to ensure customer receives correct product or service.

0160.E3.O3Request return confirmation of booking from supplier.

0160.E3.O4Make requests for multiple services in the most practical sequence.

0160.E3.O5Identify flow-on impacts and book alternative dates, itineraries and products when desired products are unavailable.

0160.E3.O6File records of all bookings, including requests and confirmations, according to system and procedural requirements.

E4Update and finalise bookings.

0160.E4.O1Monitor files to ensure all confirmations are received and follow up outstanding confirmations.

0160.E4.O2Note and schedule future action to be taken for bookings.

0160.E4.O3Make and record necessary amendments or adjustments to bookings.

0160.E4.O4Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.

E5Process documentation.

0160.E5.O1Interpret existing booking data to identify all customer details.

0160.E5.O2Identify and interpret details of specific products and services confirmed to customer and check prices quoted.

0160.E5.O3Identify confirmed bookings held for customers and check costs quoted by product and service suppliers.

0160.E5.O4Check payment status of customer files and take required action.

0160.E5.O5Check booking data and report any discrepancies including in costs.

0160.E5.O6Calculate supplier costs, record in supplier documents and action supplier payments within designated deadline.

E6Finalise and issue documentation.

0160.E6.O1Check all documentation for accuracy prior to issue and amend as necessary.

0160.E6.O2Prepare accurate documentation and issue documents and reissue as required, within designated timeframes.

0160.E6.O3File and despatch copies of documents according to organisational procedures.

0160.E6.O4Process required refunds or additional payments according to product or service conditions.

0160.E6.O5Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.