WORKBOOK T.A - Level IV - Reservation and Ticketing-1

W
WORKBOOK CERTIFICATE IV OF
TRAVEL AGENCIES
(Reservation and Ticketing)
NAME :…
………………..
INDUSTRY : …………………
CONTENT
QUALITY
EVIDENCE
COMPETENCY
STANDARDS
D2.TCC.CL1.01 Work effectively with customers and colleagues
D2.TCC.CL1.02 Work in a socially diverse environment
D2.TCC.CL1.03 Implement occupational health and safety procedures
D2.TCC.CL1.04 Follow safety and security procedures
D2.TCC.CL1.05 Communicate on the telephone
D2.TCC.CL1.07 Develop and update tourism industry knowledge
D2.TCC.CL1.08 Promote products and services to customers
D2.TCC.CL1.09 Perform clerical procedures
D2.TCC.CL1.10 Access and retrieve computer-based data
D2.TCC.CL1.11 Converse in English at a basic operational level
D2.TCC.CL1.13 Use common business tools and technology
D2.TCC.CL1.14 Perform child protection duties relevant to the tourism industry
D2.TCC.CL1.15 Perform basic First Aid procedures
D2.TTA.CL2.01 Access and interpret product information
D2.TTA.CL2.02 Administer a billing and settlement plan
D2.TTA.CL2.03 Apply advance airfare rules and procedures
D2.TTA.CL2.04 Book and co-ordinate supplier services
D2.TTA.CL2.05 Construct and ticket a non-air travel plan
D2.TTA.CL2.06 Construct and ticket domestic airfares
D2.TTA.CL2.07 Construct and ticket promotional international airfares
D2.TTA.CL2.08 Construct and ticket regular international airfares
D2.TTA.CL2.11 Develop and update local knowledge
D2.TTA.CL2.12 Maintain product information inventory
D2.TTA.CL2.13 Operate a computerised reservation system
D2.TTA.CL2.15 Produce travel documentation on a computer
D2.TTA.CL2.16 Prepare and submit quotations
D2.TTA.CL2.17 Receive and process reservations
D2.TCS.CL5.01 Apply point of sale handling techniques
D2.TCS.CL5.05 Develop a marketing strategy and coordinate sales activities
D2.TCS.CL5.17 Maintain quality customer/guest service
D2.TGA.CL6.06 Operate an automated information system
D2.TCC.CL1.12 Process a financial sale transaction
D2.LAN.CL10.01 Use English at a supervisory level
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INTRODUCTION
Congratulations on joining this course. This Workbook is one of the records developed from a part of a
‘toolbox’ which is quality evidence of trainees to help and ensure you become competent in various work
areas. The ‘workbook’ consists of records of activities for a qualification level or occupation.
You may notice that the records you find in the Workbook seem different from the forms you have used
previously. This is because the method of instruction and examination is different. The method used is called
Competency-based training (CBT) and Competency-based assessment (CBA), which require quality evidence
to confirm with Competency Standard as their context within five dimensions of competency. CBT and CBA
is the training and assessment system chosen by ASEAN (Association of South-East Asian Nations) to train
people to work in the tourism and hospitality industry throughout all the ASEAN member states. All of these
competency standards are available for you to look at.
There are components of the Workbook:
● Title of Qualification/occupation Certification Scheme
● List of Competency Standards
● The name of the participant
● Forms for a recording of every competency standard.
● Verification by the instructor, trainer, or industry supervisor.
● Unit Number: unique number identifying the particular competency
Your trainer and/or assessor may use other methods to assess you, such as:
● Journals
● Oral presentations
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● Roleplays
● Logbooks
● Group projects
● Practical demonstrations.
Remember your trainer is there to help you succeed and become competent. Please feel free to ask them for
more explanation of what you have just read and what is expected from you and best wishes for your future
studies and future career in tourism and hospitality.
3
UNIT 1. FR-; D2.TCC.CL1.01
RECORDS OF WORK EFFECTIVELY WITH COLLEAGUES AND CUSTOMERS
● Project/task :
● Name :
● Date of activity :
● Trainer/third party (supervisor) :
STEPS/ELEMENTS AND RECORDS OF ACTIVIES AS RANGE OF NOTES

INSTRUCTIONS VARIABLE
Element 1: Communicate effectively
1.1 Relay information in a
Appropriate communication techniques
clear and concise Letter of decree
may be related to:
manner using teaching related
appropriate competency
● The use of active listening
communication
techniques Certificate relate with
● The use of both open and closed communication
questions techniques
● Speaking clearly and concisely
● Using appropriate language and tone

of voice
● Being attentive
● Maintaining eye contact in face-to-face

interactions
● The use of appropriate non-verbal

communication in face-to-face
interactions, e.g. Body language,
attention and personal presentation.
1.2 Use language and tone Language and tone may be related to:
appropriate to a Letter of decree
particular audience, ● Using simple, concise language that teaching related
purpose and situation, competency
taking into account the can be easily understood by the
relevant factors involved audience Certificate relate with
communication
● Using appropriate tone, e.g. not techniques
patronising, not too loud, not too soft,
not yelling, not angry, etc.
1.3 Use active listening and - Letter of decree
questioning to facilitate teaching related
effective two-way competency
communication with
others Certificate relate with
communication
techniques
1.4 Identify potential and Conflicts may include: Letter of decree
existing conflicts and teaching related
seek solutions in ● Group conflict competency
conjunction with all
involved parties Certificate relate with
● Conflict with individuals conflict situations
4
● Conflict with co-workers.
1.5 Complete routine Workplace documentation may include:

workplace Letter of decree
documentation ● Letters teaching related
accurately in a timely competency
manner
● Memos Certificate relate with
workplace
● Faxes documentation
● Emails
● Invoices and purchase orders.
Element 2: Establish and maintain effective relationships with colleagues and customers
2.1 Meet both internal Internal customers may include: Letter of decree
customers’ and teaching related
● Colleagues working in another
external competency
customers’ needs department
and expectations ● Team members Certificate relate with
in accordance customer handling
with organisation ● Supervisor or managers.
standards,
policies and External customers may include:
procedures and
within acceptable ● Suppliers
time frames
● People who buy the goods and
services the enterprise sells.
Organisation standards, policies and

procedures may include:
● Complaints procedures
● Organisational standard report forms
● Job descriptions
● Code of ethics
● Quality systems, standards and

guidelines.
2.2 Assist to resolve Letter of decree
-
workplace conflict teaching related
and manage competency
difficulties to
achieve positive Certificate relate with
outcomes conflict situations
2.3 Use formal
Formal feedback may include:
feedback and Letter of decree
informal feedback teaching related
● 360-degree assessment
to identify and competency
implement
improvements to ● Customer satisfaction surveys/forms Certificate relate with
products, feedback process
services, ● Team evaluations
processes or
outcomes for both
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internal
customers and ● Performance reviews.
external
customers
Informal feedback may include:
● Critical incident reviews
● Impromptu questioning of customers to

obtain view of products and/or service
provided
● Chance discussions with customers
● Coaching and mentoring
● Seeking the opinions of others.
2.4 Handle -
complaints Letter of decree
positively, teaching related
sensitively and competency
politely in
consultation with Certificate relate with
the person/s handling complaints
making the techniques
complaint
2.5 Maintain a - Letter of decree
positive and co- teaching related
operative manner competency
Certificate relate with

communication
techniques
2.6 Use non- Non-discriminatory attitudes and
discriminatory language may include: Letter of decree
attitudes and teaching related
language when ● Language in relation to race and competency
interacting with ethnicity
customers, staff Certificate relate with
and management ● Not making assumptions about communication
consistently techniques
physical or intellectual abilities
● The use of non-discriminatory

language in relation to the portrayal of
people with disabilities
● Using non-sexist and gender inclusive

language.
Element 3: Work in a team
3.1 Request or - Letter of decree
provide teaching related
assistance so competency
that work
activities can Certificate relate with
be completed work in a team
3.2 Provide - Letter of decree
support to teaching related
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colleagues to competency
ensure
achievement Certificate relate with
of team goals work in a team
3.3 Discuss and - Letter of decree
resolve teaching related
problems competency
through
agreed and/or Certificate relate with
accepted work in a team
processes
3.4 Recognise Cultural differences may include:
and Letter of decree
accommodate ● Forms of address teaching related
cultural competency
differences ● Levels of formality/informality
within the Certificate relate with
team work in a team
● Non-verbal behaviour
● Work ethics
● Personal grooming
● Family obligations
● Recognised holidays
● Special needs
● Preferences for personal interactions.
3.5 Identify, - Letter of decree

prioritise and teaching related
complete competency
individual
tasks within Certificate relate with
designated work in a team
time lines
3.6 Acknowledge - Letter of decree
and respond teaching related
to feedback competency
and
information Certificate relate with
from other work in a team
team
members
Verify by Signature
(Trainer/supervisor):
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UNIT 2. FR- D2.TCC.CL1.02
RECORDS OF Work In A Socially Diverse Environment
● Project/task :
● Name :
● Trainer (supervisor) :
STEPS/ELEMENTS AND RECORDS OF ACTIVIES AS RANGE NOTES

INSTRUCTIONS OF VARIABLE
Element 1: Communicate with customers and colleagues from diverse backgrounds
1.1 Value customers and Letter of decree teaching
colleagues from different related competency
cultural groups and treat
them Certificate relate with
with respect and customers and colleagues
sensitivity from diverse backgrounds
1.2 Take into
Cultural differences may include:
consideration cultural Letter of decree teaching
differences in all verbal ☐ Forms of address related competency
and non-verbal ☐ Levels of formality/informality
communication ☐ Non-verbal behaviour Certificate relate with
customers and colleagues
☐ Work ethics
from diverse backgrounds
☐ Personal grooming
☐ Family obligations
☐ Family obligations
☐ Special needs
☐ Preferences for personal
interactions.
1.3 Attempt to overcome Attempt to overcome language barriers may Letter of decree teaching
language barriers include: related competency
☐ Use simple gestures
☐ Use simple words customers and colleagues
☐ Use words in the other person’s from diverse backgrounds
language
☐ Describe goods and services simply
☐ Use diagrams or maps to give simple
directions.
1.4 Obtain assistance from Assistance may include: Letter of decree teaching
colleagues, reference books ☐ Co-workers who speak the same related competency
or outside organisations language
when required ☐ Interpreter services Certificate relate with
☐ Diplomatic services customers and colleagues
from diverse backgrounds
☐ Supervisors, or managers, or
specialist customer service staff within
the enterprise
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Element 2: Deal with cross cultural Misunderstandings
Issues which may cause conflict may Letter of decree teaching

2.1 Identify issues which may
include: related competency
cause conflict or
misunderstanding in the ☐ Competing group, family or personal
interests Certificate relate with Deal
workplace with cross cultural
☐ Power and control issues
☐ Lack of communication Misunderstandings
☐ Personality clashes
☐ Cross-cultural issues
☐ Differences between cultural groups
☐ Dissatisfaction in the community
☐ Competing needs
2.2 Identify issues which may Letter of decree teaching

cause conflict or related competency
misunderstanding in
the workplace Certificate relate with Deal
with cross cultural
Misunderstandings
2.3 Identify issues which Letter of decree teaching
may cause conflict or related competency
misunderstanding in the
workplace Certificate relate with Deal
with cross cultural
Misunderstandings
2.4 Make efforts to resolve Resolve misunderstandings may relate Letter of decree teaching
misunderstandings, to: related competency
taking account of cultural ☐ Staff training
considerations ☐ Utilising staff cultural skills Certificate relate with Deal
with cross cultural
☐ Employing a variety of
Misunderstandings
communication methods
☐ Knowledge of location of cultural
buildings sites and support agencies
☐ Developing an understanding and
tolerance of cultural diversity
☐ Overcoming prejudice and
assumptions
☐ Utilising non-verbal communication
skills
☐ Actively seeking to break down
barriers.
2.5 Refer issues and problems Letter of decree teaching

to the appropriate team related competency
leader/supervisor for
follow up Certificate relate with Deal
with cross cultural
Misunderstandings
Verify by Signature
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10
RECORDS OF IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
● Project/task :
● Name :

Element 1: Provide information on health and safety procedures
1.2 Explain relevant health
and safety information, Relevant health and safety information may Letter of decree teaching
including enterprise include: related competency
specific details, accurately
and clearly to staff ● Roles and responsibilities of personnel Certificate relate with
Provide information on
● Legal obligations health and safety
procedures
● Participative arrangements for health and
safety
● Location of relevant health and safety

information, procedures and policies
● Specific risks and necessary control

measures
● Codes of practice.
1.2 Make health and safety - Letter of decree teaching
information accessible to related competency
staff
Provide information on +
health and safety
procedures
Element 2: Implement and monitor procedures for controlling hazards and risks
2.1 Identify and report Hazards and risks may include:
workplace hazards Letter of decree teaching
and risks promptly ● Fire and emergency related competency
by maintaining close
contact with day to Certificate relate with
● Crowd related risks
day workplace Provide information
operations on health and safety
● Bomb scares procedures
● Theft and armed robbery
● Equipment failure
● Pests
● Equipment related hazards
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● Manual handling
● Slips, trips and falls
● Drugs and alcohol in the workplace
● Violence in the workplace
● Hazardous substances.
2.2 Implement and Control procedures may include:

monitor risk control Letter of decree teaching
procedures in ● Eliminate related competency
accordance with
enterprise and legal Certificate relate with
● Substitute
requirements Provide information
on health and safety
● Engineering controls procedures
● Administrative controls
● Personal protective clothing and equipment.

2.3 Evaluate and adjust
-
risk control Letter of decree teaching
procedures as related competency
required
Provide information
on health and safety
procedures
Element 3: Implement and monitor health and safety training
3.1 Identify health -
and safety Letter of decree teaching
training needs related competency
through regular
workplace Certificate relate with
monitoring Implement and
monitor health and
safety training
3.2 Arrange training Training interventions may include:
interventions as Letter of decree teaching
appropriate on ● Workshops related competency
a timely basis
● Information sessions Certificate relate with
Implement and
● Fact sheets and other literature monitor health and
safety training
● Mentoring
● Lectures
● Practical demonstrations
● Health and safety team meetings.

Element 4: Maintain health and safety records
4.1 Complete Records may include:
records Letter of decree teaching
accurately in related competency
12
accordance
with enterprise ● Health and safety injury register Certificate relate with
and legal Implement and
requirements ● Number of near-misses monitor health and
safety training
● Health and safety improvement ideas
submitted by team members
● Medical records
● Health and safety training records
● Team member hazards reports.

4.2 Aggregate
information and Letter of decree teaching
data from work related competency
area records
are used to Certificate relate with
identify hazards Implement and
and monitor risk monitor health and
control safety training
procedures in
work area
Verify by Signature
13
RECORDS OF Follow Safety And Security Procedures
 Project/task :
 Student name :
 Date of activity :
 Teacher/trainer/third party (supervisor) :

Element 1: Identify safety and security requirements
1. Describe legislated safety and Legislated safety and security requirements may
security requirements relate to: Letter of decree
teaching related
 Statutes and regulations of the host country at competency
local and national levels, where applicable
 Codes of practice from relevant authorities Identify safety and
and agencies security requirements
 Advice and recommendations from relevant
authorities and agencies
 Duty of care Legal liability.
2. Describe host enterprise

safety and security policies Host enterprise safety and security policies and
and procedures procedures may include: Letter of decree
teaching related
 Use of personal protective clothing and competency
equipment by employees and customers
 Safe work techniques Identify safety and
 Pre-requisites to be attained prior to security requirements
customers engaging in certain activities or
methods of travel
 Emergency procedures for nominated events
 Procedures for dealing with death on tour,
during activities, or on a trip
 Security of documents, property and cash,
including items belonging to the host
enterprise and customers
 Risk assessment, risk analysis and risk control
procedures
 Personal safety and security including
employees and customers
3. Identify resources Resources available may include:

available to support
 Training
required safety and
security procedures  Personal protective clothing and equipment
 Plans, including emergency management
plans and contingency plans
 Safety and security equipment and systems
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Handouts and posters including material distributed to
customer prior to and during travel and trips.
4. Explain consequences of Consequences may be related to:

failing to follow safety and
 Insurance claims
security procedures
 Property loss and/or damage
 Injury, illness and death
 Criminal and civil action against employees
and host enterprise
 Damage to host enterprise reputation and
image
 Reduced levels of trade.
5. Clarify individual scope of Individual scope of authority should relate to

authority and responsibility in
 Ability to act in an emergency
relation to safety and security
 Levels of individual legal liability and
responsibility
 Guidelines for triggering action within scope
of authority
 Authority for employees to act on behalf of
the host enterprise
 Identification of operational parameters
 Identification of issues where referral to
management is required.
6. Acquire safety and security Acquire safety and security information should
information relevant to tour, relate to:
trip or event about to be
 Researching tourist sites, destinations,
undertaken
attractions, local areas and countries
 Familiarising employees with equipment,
facilities and opportunities for activities
 Identifying availability of emergency services
and support available in the event of trouble
 Identifying communication systems to be used
in the event of trouble
 Understanding local protocols and procedures
 Identifying local authorities to contact prior to
departure and in the event of an emergency
 Identifying potential risks for each event/trip
including environmental, physical, social,
cultural, travel and operational risks.
Element 2: Follow preventative safety and security procedures
1. Provide safety and security Provide safety and security information may
information to customers include:
 Distributing safety and security information
15
 Explaining terms and conditions including
exclusion clauses that limit liability and
voluntary assumption of risks
 Advising customers of their personal duty of
care responsibility to take reasonable care for
their own safety and security
 Demonstrating safety and security practices
 Posting safety and security signage
 Advising customers in relation to safety and
security at the beginning of every activity and
on arrival at every new destination and
attraction
 Answering questions from customers relating
to safety and security
 Highlighting potential dangers relating to
safety and security on an ongoing basis.
2. Follow designated safety and Safety and security checks may include:
security checks
 Monitoring of customers and their actions
 Performing regular and ongoing physical and
visual checks on property and assets
 Monitoring weather and other environmental
conditions
 Patrolling perimeters
 Inspecting vehicles
 Following pre-prepared checklists.
3. Follow required safety Control procedures may include:

and security control
 Keeping groups together
procedures
 Overseeing activities
 Directing actions
 Ensuring appropriate personal protective
clothing and equipment is worn as and when
required
 Adhering to safety and security guidelines for
individual activities including those imposed
by venues, attractions and external providers
 Complying with prepared plans for safety and
security control for individual activities, trips
and travel.
4. Follow required safety and

security control procedures
5. Investigate suspicious Investigate suspicious persons and abnormal

persons and abnormal situations may include:
situations
 Ongoing monitoring of the environment and
16
vicinity
 Determining threat posed by suspicious
persons and abnormal situations
 Responding appropriately to maintain safety
and security of customers and employees.
6. Seek assistance to address Relevant personnel may include:

safety and security needs
 Other employees of the host enterprise
from relevant personnel
 Customers
 Emergency services
 External security personnel and appropriate
other professionals.
7. Report serious risks, Breaches may include:
hazards and security
 Damaged, broken or malfunctioning
breaches
equipment
 Loss of property, goods, cash, equipment or
other materials, including items belonging to
customers, the host enterprise or external
providers
 Presence of unauthorised persons and/or signs
of unauthorised access
 Unsafe and unsecured facilities.
8. Complete documentation Documentation may include:
to record safety and
 Security and safety checklists
security action
undertaken  Internal daily summaries
 Reports
 Maintenance forms
 Hazard identification forms
 Tour and travel logs
 Written statements.
3. Respond to emergency situations
1. Identify and assess Identify and assess emergency situations may
emergency situations include:
 Classifying type of emergency which may
include:
 Bomb threats, terrorist threats and
terrorist activity
 Deranged people
 Motor vehicle, or similar, accidents
 Criminal acts, including assault, robbery,
theft
 Natural calamity, including weather,
earthquakes, lightning, flood
 Personal injury and illness
17
 Loss of food, water, transport and/or
communications
2. Determine action to take Determine action to take may include:

in response to emergency
 Taking immediate protective measures
situations
 Evacuating people
 Notifying authorities to seek their advice
and/or summon their assistance
 Taking ‘first attack’ action, where safe to do
so
 Notifying customers of intended action
 Seeking feedback from customers to ensure
they understand proposed course of action and
can comply with same
 Following prepared emergency management
plans and/or contingency plans.
3. Follow emergency
response procedures
4. Seek assistance to
facilitate response to
emergency situations
5. Seek assistance to
facilitate response to
emergency situations
4. Provide feedback to management on safety and security procedures
1. Identify issues requiring Issues requiring attention should include:
attention
 Examples of when safety and security was
compromised, including near-miss incidents
 Identifying safety and security inadequacies
 Events that previously gave rise to accident,
illness, death, damage or loss
 Situations in the past that necessitated
involvement of, or intervention by, emergency
services or similar authorities
 Complaints received from customers that
related to security and safety issues
 Instances where negative media exposure
occurred.
2. Raise issues with Raising issues may include:

management
 Discussing issues with management
 Preparing written explanation and reports.
18
3. Recommend solutions to Recommend solutions may include:
identified issues
 Suggesting alternatives to situations that gave
rise to identified issues
 Revising standard plans
 Developing additional plans and/or checklists
 Investigating, costing and evaluating possible
answers to identified issues.
Verify by (Teacher/trainer/supervisor): Signature
19
20
RECORDS OF COMMUNICATE EFFECTIVELY ON THE TELEPHONE
● Project/task :
● Name :
STEPS/ELEMENTS AND INSTRUCTIONS RECORDS OF ACTIVIES AS RANGE OF VARIABLE NOTES
Element 1: Respond to incoming telephone calls

Work Instruction: Appropriate manner may relate to:
◻ Polite language
1.1 Answer calls promptly, in ◻ Appropriate welcoming phrase
an appropriate manner in ◻ Enthusiasm
accordance with
◻ Friendliness
enterprise standards
◻ Willingness to help.
Enterprise standards may include:

◻ Appropriate greeting/s
◻ Number of rings call should be answered
within
◻ Personal identification
◻ Use of caller’s name
1.2 Offer friendly assistance to
the caller, and accurately Establish the purpose of the call may include:
establish the purpose of ◻ Asking questions
the call
◻ Listening to information given.
1.3 Repeat call details to the caller
to
confirm understanding
1.4 Answer caller enquiries
promptly, or transfer caller to
the appropriate
location/person
1.5 Record caller requests
accurately and pass on to
the appropriate
department/person for
follow-up
1.6 Relay messages accurately to
the nominated person within
designated
timelines
1.7 Report threatening or Threatening or suspicious phone calls may
suspicious phone calls include:
promptly to the appropriate ◻ Bomb threats
person, in accordance with ◻ Talking about violent acts.
enterprise
procedures
1.8 Use language, tone and Language, tone and volume relates to:
volume appropriate to phone calls ◻ Pleasant
◻ Friendly
◻ Easy to understand.
Element 2: Make telephone calls
Work Instruction:
21
2.1 Obtain correct telephone
numbers
2.2 Establish clearly the purpose of
the call
prior to calling
2.3 Use telephone equipment Telephone equipment usage may relate to:
correctly in order to ◻ Activation system, e.g.: ringing, buzzing,
establish contact light flashing
◻ Use of speaker button, hand piece or hands-
free headset
◻ Placing calls on hold
◻ Transferring calls
◻ Using intercom system to page
◻ Single or multiple lines.
2.4 Communicate clearly your
name, company and reason for
calling
2.1 Be polite and courteous at all
times
Verify by Signature
UNIT 6. D2.TCC.CL1.07
RECORDS OF DEVELOP AND UPDATE TOURISM INDUSTRY KNOWLEDGE
● Project/task :
● Student name :
STEPS/ELEMENTS AND RECORDS OF ACTIVIES AS NOTES

INSTRUCTIONS RANGE OF VARIABLE
Element 1: Source current information on the tourism industry
1.1 Identify sources of Sources of information may include:

information on issues of
Private and public sectors
economic, political and
social significance, and Media, including tourism-specific articles
and general interest tourism-orientated
obtain such information
matters
Text books, reference
books, libraries Trade
magazines and trade
journals
Publications and newsletters from
suppliers and support industries
Government
agencies Trade
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unions
Head office and other properties within
a linked chain of organisations
Industry groups, associations and
organisations, including local, regional
and national bodies as well as
international bodies, where appropriate
to trade/business
Internet searches
Industry and trade seminars, meetings
and conferences Personal networking
with colleagues and customers Internet
research and searches
Face-to-face meetings with relevant parties,
such as industry tourism bodies and
agencies
Personal visits to organisations who hold
relevant tourism industry information,
such as peak bodies, government
agencies, private research companies
Telephone contact with personal networks
Registering with information sources to
receive information updates, newsletters,
periodicals and statistics.
Issues of economic, political and social
significance may include:
Contribution that various tourism
sectors make to the economy of the
host country
Employment created by tourism
Impact of tourism on the social structure of
the host country
Political upheavals and their potential,
perceived and actual impact on tourism.
1.2 Identify sources of Tourism industry statistics and trends may
information on tourism be related to:
industry statistics and Growth, decline and status of various
trends, and obtain such industry sectors
information
Percentage market share of various
sectors, including definition and
description of market segments
Sources of overseas and international
visitors and tourists, visitor arrivals’ data,
visitor arrivals’ forecasts, outbound
figures
Visitor numbers by market sector, such as
business, tourist, adventure, sight-seeing,
historic, visiting friends and families
Host country-specific facts on domestic
and international visitors, including source
countries, average spend, average stay
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length
Upcoming events and analysis of past events
Host country-specific tourism research
projects and results of targeted visitor
surveys
Reports, publications and fact sheets
Existing, emerging, potential tourism
products and services Industry indicators.
1.3 Identify sources of Role of the local community/ies might
information on the include:
relationship between the Local community problems and opinions
relating to tourism
tourism
24
industry and the role Impact of tourism on local communities,
of the local services, families; and use of land and
community/ies, and facilities
obtain such Trends in various areas, such as
information employment, crime, pollution,
infrastructure, house and land values.
1.4 Identify sources of Tourism markets refers to:
information on tourism
Countries from which the host country draws
markets and their its visitors.
relevance to market
Market segments may refer to the different
segments, and obtain such
experiences that visitors seek when
information visiting the country, such as:
Adventu
re Eco-
tourism
Indigenous
experience
Food and wine
Cultural and
heritage
Agri-tourism
1.5 Identify sources of Relationship between tourism and other
information on the nature industries could relate to:
of the relationship The nature, scope and context of the link
between tourism and between tourism and:
other industries, and
Hospitality Entertainment
Support services Suppliers
Arts Sports
Travel and
transport
Agriculture
Retail trade
Science and
research
Government
Education.
1.6 Identify sources of Tourism industry sectors may include:
information on different
Meetings, incentives, conventions
tourism industry sectors,
their inter- relationships, and events Man-made and natural
the services available, and attractions, theme parks Inclusive
tours
Tour operators and tour
wholesalers Retail travel
25
agents
Air, road and sea travel
Food, drink and accommodation
Geographic areas, business sectors, or
economic units as defined by the host
country.
1.7 Identify sources of Tourism industry bodies may relate to:
information on major
International bodies
tourism industry
bodies, and obtain such National, regional and local bodies
information Government agencies and non-
government bodies Bodies allied to
key market segment peak bodies.
1.8 Identify sources of Specific features of the local/regional
information on specific tourism industry may relate to:
features of the Opening days and hours
local/regional tourism
Facilities available, things to do and see,
industry, and obtain such
including advisory time required to visit
information and view
Entry and other costs
Location, including transport
options to get there Booking
options
Accessing information and promotional
material.
1.9 Identify sources of Environmental issues may relate to:
information on
Natural and cultural issues
environmental issues,
and obtain such Need for minimal impact
information operations
Environmental
sustainability
Waste and effluent management
26
Energy-efficient tourism destinations
and operations Land ownership,
access and usage issues
Water, land and air pollution issues.
1.10 Identify sources of Career opportunities should relate to all
information on career tourism sectors and may include:
opportunities within the Operational ‘hands-on’
tourism industry and the
allied roles and positions Supervisory
responsibilities of staff, positions Management
and obtain such
options
information
Training and qualifications required for
promotion
Definition and description of the duties
that attach to each position
Pre-requisites for starting own business.
1.11 Identify sources of Work organisation and time management
information on work may relate to:
organisation and time Industry structure and organisational
management in the tourism charts/hierarchies
Enterprise structure, including variations
information between sectors and between individual
enterprises
Use of team/crew/work unit structures
within the tourism industry
Nature, role and importance of schedules,
time tables and itineraries within travel
and tourism.
1.12 Identify sources of Quality assurance considerations may relate
information on quality to:
assurance in the tourism Bodies that verify tourism organisations
information and enterprises Pre-requisites and on-
going requirements for compliance
Costs and implementation requirements
Benefits.
1.13 Identify sources of Current and emerging tourism industry
information on current technology may include:
and emerging tourism Communications systems and options,
industry technology, and such as internal, or with existing or
obtain such information potential customers
Reservations
systems E-
business
On-line promotion and bookings
Equipment relevant to the operation and
conduct of individual business, tours, trips,
events and other industry activities.
27
Element 2: Source information on compliance and related issues which impact on the tourism
industry
2.1 Identify sources of Legal issues will relate to the criminal and
information on legal civil heads of law in the host country and
issues, and obtain such address legislated requirements,
information obligations and entitlements which may
relate to:
Business registration and set-up
requirements Consumer
protection
Duty of care
Insurance requirements
Equal opportunity and
discrimination Workplace
and industrial relations
Child sex tourism
protection Occupational
health and safety
Guarantees and
warranties.
2.2 Identify sources of Ethical issues will often intersect with legal
information on ethical requirements/obligations and may relate to:
issues, and obtain such Over-booking
information
Honesty and full disclosure in
advertising and promotion Policies on
gratuities
Client privacy and confidentiality
Price setting, including commissions
payable Application of free-of-charge
‘familiarization’ travel,
accommodation, meals, entry fees to
agents, coach captains, pilots, media,
influential people and others
Gifts and free-of-
charge services Product
recommendations.
28
RECORDS OF PROMOTE PRODUCTS AND SERVICES TO CUSTOMERS
 Project/task :
 Student name :

Element 1: Develop product and service knowledge
1. Identify opportunities to develop Opportunities to develop product and service
product and service knowledge knowledge may be related to:
 Personal experience
 Reading informational brochures and other
materials provided by suppliers and
manufacturers
 Reading product labels
 Attending product launches
 Visiting suppliers, distributors and
manufacturers
 Talking to sales representatives.
2. Describe the benefits of staff having Benefits of sales staff having high levels of
high levels of product and service product and service knowledge will include:
knowledge
 Being able to provide professional
assistance to customers
 Being able to distinguish between
alternatives
 Meeting customer expectations
 Maximizing selling opportunities
 Being better able to meet and overcome
buying objections.
3. Apply formal and informal Formal and informal research techniques may
research techniques to gain include:
product and service knowledge
 Discussions with colleagues, management
and customers
 Reading internal enterprise material about
products and services
 Becoming familiar with customer
comments, including complaints
 Reading and researching product data and
information provided by suppliers
 Conducting internal testing to determine
quality and differentials
 General media research
 Developing, distributing and analysing the
responses to questionnaires
 Reading surveys and ratings undertaken
by third parties.
29
4. Seek customer feedback to Customer feedback should include:
supplement product and service
knowledge  Developing, distributing and analysing the
responses to questionnaires
 Talking to customers and actively seeking
their opinion and thoughts on products and
services
 Checking internal buying patterns and
trends.
5. Share product and service Share product and service knowledge should
knowledge with other relevant relate to:
internal personnel
 Conducting internal staff meetings to share
information
 Developing paper-based information and
data sheets for staff to use
 Conducting internal product and service
demonstrations
 Conducting taste testing of food and
beverages
 Allowing staff to experience services
provided by the organization.
6. Initiate action to identify changes in Initiate action to identify consumer changes
customer preferences, needs, wants may include:
and expectations
 Undertaking market research activities
 Engaging the services of an external
market research company
 Tracking trends and changes in internal
sales patterns within the enterprise, with
reference to customer databases and/or
sales histories, stock usage figures
 Initiating customer focus groups or similar
 Participating in industry-wide surveys
 Obtaining, reading and understanding
wider industry market research on
changes in customer preferences.
7. Contribute to changes to Contribute to changes to products, services
products, services and service and service standards may involve:
standards to meet identified
customer needs  Suggesting evidence-based reasons for
change
 Preparing presentations to support
personal recommendations for change
 Ensuring all suggestions for change are
supported by a formal rationale and are
fully costed
 Developing an action plan for
implementation of recommended changes
 Participating in group activities designed to
identify and develop relevant changes
30
 Critiquing suggestions made by others.
Element 2: Develop market knowledge

1. Explain the concept of target markets Concept of target markets may relate to:
 Identification of the target markets used by
the host enterprise
 Identifying points of differentiation between
established target markets
 Describing why the established target
markets were chosen
 Explaining how the host enterprise tailors
its products and/or services to meet the
identified needs of its target markets
 Identifying relevant products and/or
services as they apply to each of the host
enterprise’s designated target markets
 Analysing market research that was used
as the basis for target market
development.
2. Define the concept of niche markets Concept of niche markets should include:
 Definition of niche markets
 Benefits of identifying and establishing
niche markets
 Identifying the niche markets that the host
enterprise has created and/or established
 Identifying how the host enterprise meets
the identified needs of their niche markets
explaining how these offerings differ from
what is offered to other target markets.
3. Describe how promotions and offers Describe how promotions and offers may vary
may vary to suit differing target may relate to:
markets
 Consideration of the marketing mix, such
as price, place, product, promotion
 Identifying the development and research
process that underpins offers made to
different target markets
 Identifying the monitoring process, and
relevant key performance indicators, that
determines whether or not promotions are
being effective or not.
4. Identify sources of information about Sources of information about enterprise-
enterprise-specific target markets specific target markets may include:
 Internal, historic records, such as sales
records, purchase histories, customer
databases, stock records, customer
accounts
31
 Customer market research
 Information from support businesses, such
as suppliers, distributors, agents,
associates, head office, manufacturers, the
wholesale sector, marketing companies
 Customer feedback, including paper-
based, electronic/online, verbal feedback,
customer complaints and comments.
5. Describe the demographic Demographic characteristics may relate to:
characteristics of enterprise
target markets  Age
 Gender
 Marital status, including details of family
 Identification of the nature and size of the
buying unit, such as company, individual,
agent, wholesale, retail, government,
domestic, international
 Earning level and/or level of disposable
income
 Access to credit
 Ethnicity, language spoken
 Geographic location
 Employment, such as type, status
 Transport used
 Media used
 Preferred buying/payment option.
6. Explain the benefits of using target Benefits of using target markets may relate to:
markets within an organisation
 Being better able to meet identified need
 Faster and more profitable sales
 More satisfied customers
 Less waste
 Ability to become established as a
specialist supplier
 Being able to get to know the target better
as the level of interaction with them builds
 Reducing the likelihood of competitors
entering into the marketplace.
Element 3: Promote products and services
1. Describe promotional initiatives that Promotional initiatives may relate to:
may be used to promote products
 Media campaigns
 Internal promotions, including static
displays, demonstrations, tastings, videos,
competitions, celebrity appearances,
‘specials’, packages, events.
2. Demonstrate how to develop and Static in-house promotions may include:
produce a static in-house
32
promotion  Window displays
 Table and counter displays
 Advertising material that promotes
nominated products and/or services
 Pricing tickets
 Informational and other print-based
materials
 Use of actual product
 Use of appropriate props to support,
extend and highlight the product/service
being promoted
 Integration with external media and other
campaigns.
3. Verbally promote products and/or Verbally promoting products and/or services
services to customers must include:
 Honesty and accuracy in descriptions
 Adherence to enterprise policies and
procedures governing selling
 Using appropriate questioning and
listening techniques
 Using descriptive phrases
 Selling the benefits and not the features
 Comparison of products and services
 Making suggestions and recommendations
 Meeting identified customer need.
4. Demonstrate products and/or Demonstrate products and/or services may
services to customers involve:
 Showing the customer
 Involving the customer
 Being active maintaining security and
safety throughout the demonstration
 Adhering to relevant enterprise policies
and procedures
 Complying with any relevant host-country
legislation.
Element 4: Apply selling skills
1. Approach the customer in a sales Approach the customer may include:
environment
 Determining and applying appropriate
timing of the approach
 Greeting and welcoming the customer
 Identifying self and making an offer of
assistance
 Identifying and applying the preferred
sales approach, given the factors that
apply at the time
33
 Creating and conveying a positive
impression to arouse and/or sustain
customer interest
 Responding to observed customer buying
behaviour.
2. Gather information about Gather information relevant to the sale may
customer needs, wants and include:
preferences
 Applying questioning techniques to
determine customer buying motives
 Using listening skills to determine
customer requirements
 Interpreting and clarifying nonverbal
customer communication cues
 Identifying customers by name where
possible and appropriate
 Directing customer to specific
merchandise.
3. Demonstrate selling skills Selling skills may relate to:
 Matching customer needs to appropriate
 Communicating knowledge of products’
features and benefits clearly to customers
 Describing product and/or service use and
safety requirements to customers
 Involving product or service specialist as
required
 Answering routine customer questions
about products and services accurately
and honestly, or refer to more experienced
sales staff.
4. Overcome buying objections Buying objections may involve:
 Identifying and accepting customer
objections
 Categorizing objections into price, time
and product/service characteristics
 Offering solutions according to enterprise
policies
 Applying problem-solving to overcome
customer objections
 Using the ‘feel-felt-found’ approach.
5. Maximize sales opportunities Maximizing sales opportunities must include:
within a buying situation
 Recognizing opportunities for making
additional sales
 Advising customer of complementary
products or services, according to
34
customer's identified need
 Demonstrating the ability to make ‘add on’
sales, to ‘up-sell’, to use ‘suggestive
selling’ techniques and to use the ‘ABC’
approach to maximizing sales
 Demonstrating the ability to be an order
maker and not just an order taker
 Complying with enterprise policies in
relation to selling.
6. Close the sale Close the sale must include:
 Monitoring, identifying and responding
appropriately to customer buying signals
 Encouraging customer to make purchase
decisions through the use of appropriate
and acceptable verbal and non-verbal
prompts
 Congratulating the customer on their
selection
 Thanking the customer for their business
 Encouraging the customer to return to
make further purchases.

RECORDS OF PERFORM CLERICAL PROCEDURES
● Project/task :
● Name :

Element 1: Process office documents
3.1 Process documents with
Documents may include:
appropriate office equipment
in accordance with enterprise
● Mail, such as incoming and outgoing
procedures and within
designated timelines correspondence, guest mail and
courier
35
● Files, such as customer records,
correspondence, financial records,
receipts, invoices and orders
● Correspondence, such as letters,

facsimiles, memos and reports
● Menus.
Process refers to:
● Collating
● Binding
● Photocopying
● Mailing
● E-mailing
● Filing.
3.2 Identify and rectify and/or -

report malfunctions promptly
procedures
3.3 Use office equipment to
Office equipment may include:
process documents
● Photocopier
● Facsimile
● Computer
● Printer
● Scanner.
Element 2: Draft correspondence

3.4 Write text using clear
-
and concise language
3.5 Ensure text is without
-
spelling, punctuation
and/or grammatical
errors
3.6 Check information for
-
accuracy prior to
sending
Element 3: Maintain document systems
3.1 File/store -
documents in
accordance with
enterprise
36
procedures
3.7 Modify and/or -
update records
management
systems in
accordance with
enterprise
procedures
Verify by Signature
(Teacher/trainer/supervisor)
:
37
UNIT 9. FR-; D2.TCC.CL1.10
RECORDS OF ACCESS AND RETRIEVE COMPUTER-BASED DATA
● Project/task :
● Name :
● Trainer (Supervisor) :

Element 1: Open file
1.1 Turn on/access computer
Computer system will vary depending on the
system correctly
enterprise, and may include:
● Windows
● Mac
● Portable computers
● Stand-alone computers
● Networked computers.
1.2 Select or load appropriate -

software
1.3 Identify and open correct file -
Element 2: Access computer-based data

2.1 Use computer features
Data or information may include:
to access a range of
data or information
● Costs
● Availability, e.g. room, tour, seats, etc
● Product information
● Industry information
● Customer information
● Time
● Timetables
● Reservation data.
2.2 Retrieve data using

Retrieve data may relate to:
prescribed systems,
sequences and
● Finding document data
appropriate keyboard
techniques
● Saving changes made to the document
38
● Finding document.
2.3 Access data stored on a

Data Storage mediums include:
variety of data storage
mediums, private
● Compact Disks – (CDR)
computer networks and
the Internet
● Digital Video Disks (DVDR)
● Floppy disks
● Flash Drives
● Portable hard drives
● External hard drives
● Local hard drives
● Network drives.
2.4 Use searches and -

queries to find desired
Information
Element 3: Retrieve computer-based data
3.1 Locate data to be
Locate data to be retrieved may relate to data stored
retrieved
on:
● Compact Disks – (CD)
● Digital Video Disks (DVD)
● Blu Ray Disks
● Floppy disks
● Flash Drives
● Portable hard drives
● External hard drives
● Local hard drives
● Network drives.
3.2 Check that data -

meets requirements
3.3 Print or transfer file to data -
storage medium as
required.
Verify by Signature
(Teacher/trainer/supervisor):
39
40
RECORDS OF CONVERSE IN ENGLISH AT A BASIC OPERATIONAL LEVEL
● Project/task :
● Name :

Element 1: Participate in simple conversations on familiar topics with work colleagues
1.1 Use and respond Opening comments may include:
appropriately to opening
comments ● How are you?
● How did your shift go?
● Is there anything I need to know?
● You should be aware.
1.2 Comment on familiar topics Familiar topics may include:
● Giving directions
● Providing advice on the best places to

shop, eat, hear music, view art, etc
● Providing advice about a customer’s

special needs
● Providing information
● Referring a customer complaint to a

supervisor.
1.3 Talk about a past event -
1.4 Use closing remarks Closing remarks may include:
appropriately to end the
conversation ● I hope you enjoy your stay/tour
● Goodbye and I hope we see you again

soon
● Thank you for staying at…; Please

enjoy your tour.
Element 2: Respond to simple verbal instructions or requests

2.1 Confirm understanding of Confirm understanding of supervisor’s
supervisor’s instructions or information or requests may include:
requests
41
● So you want me to …?
● I understand you would like me to …
2.2 Request repetition or Ways to seek repetition or clarification may

clarification of instructions include:
or requests
● Asking the person to repeat
themselves, e.g.
▪ Would you mind saying that

again?
▪ Sorry I didn’t catch that
▪ Sorry I missed that
▪ Can you go over that again? Can

you say that again please?
● Seeking clarification, e.g.
▪ What should I do when I finish

that?
▪ You would like me to swap shifts

with you?
Element 3: Make simple requests
3.1 Use polite forms to make Polite forms used for making requests may
simple requests include:
● I wonder if you would do my afternoon

shift for me tomorrow?
● Would it be possible to swap shifts?
● Could I change shifts because I have

to …?
3.2 Thank the person -
responding to your request
3.3 Acknowledge the person -
who cannot respond to
your request
Element 4: Describe routine procedures
4.1 Explain a sequence of Sequence markers may include:

events in carrying out a
routine job ● First
● Then
● After that
42
● Next
● At the end
● Finally.
4.2 Describe exceptions to Exceptions to routine procedures may

routine procedures include:
● Sometimes …happens.
● Occasionally, I …
● When … happens, I usually …but this

doesn’t happen very often.
4.3 Make suggestions on how Ways to make suggestions may include:
to improve routine
procedures ● Why don’t I check that for you?
● I think it would be a good idea if …
● How about …?
● Let’s …
● I think it would be a good idea if you …
Element 5: Express likes, dislikes and preferences
5.1 Talk about likes and -

dislikes of familiar topics
and situations
5.2 Discuss preferences and -
give reasons
Element 6: Identify different forms of expression in English
6.1 Construct a formal A formal sentence refers to:

sentence
● Written or verbal language that is
grammatically correct and uses the
correct tense consistently within the
same sentence or paragraph
● A sentence using modals, such as

would, could.
6.2 Identify indicators of Informal expressions in English refers to:
informal expressions in
English ● Written or verbal language that may not
be grammatically correct and/or may
contain colloquialisms, or expletives, or
slang words.
6.3 Differentiate between An ‘open-ended’ question refers to:
‘open-ended’ and ‘closed’
43
questions
● A question that is phrased to obtain a
full answer e.g. ‘where would you like to
go?’
A ‘closed’ question refers to:
● A question that forces a choice e.g. a

‘yes’ or ‘no’ answer.
Verify by Signature
44
UNIT 11. FR-.D2.TCC.CL1.13
RECORDS OF USE COMMON BUSINESS TOOLS AND TECHNOLOGY
● Project/task :
● Name :

Element 1: Access and use common business tools
1.1 Identify and access business Business tools may include:
tools required to achieve work
outcomes in accordance ● Information, knowledge and other
enterprise policy and procedures
intellectual resources
● Finances
● Facilities
● Equipment
● Stock and supplies.
1.2 Use business tools efficiently -

and effectively and in
accordance with enterprise
policy and procedures
1.3 Obtain and maintain business -
tools required to support
workplace activities
1.4 Store business tools in Reduce theft and fraudulent activity may
accordance with enterprise include:
procedures and to reduce theft
and fraudulent activity ● Security systems
● Staff undertaking police checks
● Lockable storage
● Stock control processes
● Restricted assess protocols.
Element 2: Select and use common business technology

2.1 Select appropriate business Business technology may include
technology and/or software
applications to achieve the ● Computer equipment
requirements of work task
● Digital cameras
● Security surveillance technology
45
● Hand-held input devices
● Communication systems.
Software applications may include:
● Word processing packages
● Spreadsheet packages
● Accounting packages
● Database packages
● Presentation packages
● Internet browsers.
Work task may relate to:
● Processing reservations
● Undertaking stock takes
● Processing financial records
● Producing documentation.
2.2 Use technology in a way which

-
promotes a safe work
environment
Element 3: Maintain technology

3.1 Identify and replace used Consumables may include:
technology consumables in
accordance with manufacturer's ● Toner
instructions and organizational
requirements
● Tapes
● Discs
● Universal serial bus (USB) drives
● External hardware.
3.2 Carry out and/or arrange Routine maintenance may relate to:
routine maintenance to ensure
that equipment is maintained in ● Creating more space on the hard
accordance with manufacturer's
instructions and enterprise disk
requirements
● Cleaning dust from internal and
external surfaces
● Using up-to-date antivirus programs
46
● Backing up files before major
maintenance
● Reviewing and updating programs
● Deleting unwanted files/programs.
3.3 Identify equipment faults and Specialized assistance may include:

take appropriate action in
accordance with ● Internal maintenance support
manufacturer's instructions or
by seeking specialized
assistance ● External maintenance support
● Use of commercial ‘help’ desks
● Contractors
● Manufacturers.
Verify by Signature
:
47
UNIT 12. FR- D1.HRS.CL1.20; D1.HOT.CL1.13; D2.TCC.CL1.14
RECORDS OF PERFORM CHILD PROTECTION DUTIES RELEVANT TO THE TOURISM
INDUSTRY
● Project/task :
● Name :
● Teacher/trainer/third party (supervisor) :

Element 1: Identify the issue of sexual exploitation of children by tourists
1.1 Define the problem of child Tourists refers to:
sexual exploitation of children by
tourists (otherwise known as ● International tourists
child-sex tourism)
● Domestic tourists
● Business travellers
● Expatriates.
Child sex tourism (sexual exploitation of

children by tourists) may include:
● Procuring children for sexual

purposes which includes:
▪ Child sex tourism
▪ Child pornography
▪ Child prostitution
▪ Child sexual abuse.
1.2 Describe the impact of child Impact of child sexual exploitation

sexual exploitation on children, relates to the consequences of child
communities and the hotel and sexual exploitation by tourists and
travel industries includes, but is not limited, to:
● Impact on children
▪ Physical, psychological, social

and development issues faced
by children who are victims of
child sex tourism
● Impact on communities
▪ Escalation of community’s fear

and mistrust of tourists
▪ Diminished reputation of
community as a tourism
48
destination resulting in fewer
tourists and negative
repercussions for local
employment and the economy
● Impact on the hotel and travel

industries
▪ Responsible tourists are

discouraged from visiting,
therefore reducing jobs and
income for staff in the hotel and
travel industries.
1.3 Identify suspicious behaviours Suspicious behaviours may include:
that may be exhibited by child
sex tourists ● Tourist taking local children to their
hotel room, a restaurant/café/bar, a
private place or an excursion/outing
● Tourist being very affectionate with

local children
● Tourist touching local children

inappropriately
● Tourist giving excessive gifts or

money to local children
● Tourist asking hotel and travel staff

where they can locate children for
sex
● Tourist leaves sexually explicit

images of children in their hotel
room, or views sexually explicit
images of children at an internet
café.
Child sex tourists relates to:
● Tourists who procure children for the

purpose of sexual exploitation; there
is no stereotype of a child sex
tourist. Child sex tourists may be:
▪ Men or women
▪ Highly or poorly educated

people
▪ Single or married people
▪ Wealthy travellers or budget

backpackers
49
▪ Professionals including doctors
and teachers
▪ Old or young people
▪ Tourists, expatriates, business

travellers
▪ People of any nationality.
UN Articles relating to the rights of all

children to be safe from sexual
exploitation includes:
● Specific Articles in the United

Nations Convention on the Rights of
the Child which refer to child sexual
abuse including Articles 19, 34 and
36.
National, regional and international
initiatives include:
● Tourism policies and codes
● Rules and regulations
● Legal provisions, national legislation,

extra-territorial legislation
● Public education campaigns
● Training for the hotel and travel

industries.
Element 2: Describe national, regional and international actions to prevent the sexual exploitation
of children by tourists
2.1 Locate and become familiar
-
with the United Nations
Convention on the Rights
(UNCRC) of the Child and the
main UN Articles relating to the
rights of all children to be safe
from sexual exploitation
2.2 Examine national, regional and
-
international initiatives to
prevent the sexual exploitation
of children by tourists
2.3 Identify reporting mechanisms if Reporting mechanisms may include:
suspicious behaviour is
observed ● Reporting to line management at the
place of employment
● Local and national reporting hotline

phone numbers
50
● Local authorities
● International police
● Law enforcement websites
● Non-government organizations.
Element 3: Describe actions that can be taken in the workplace to protect children from
sexual exploitation by tourists
3.1 Prepare a list of actions that Actions should include:
can be taken by staff working in
each labour division of the hotel ● Being vigilant and aware of
and travel industries to prevent
the sexual exploitation of suspicious behaviour
children by tourists
● Reporting suspicious behaviour
through the appropriate channels
● Establishing and implementing

organizational policies to protect
children in the hotel and travel
industries
● Participating in national and regional

campaigns to promote greater public
awareness and action to prevent
child sexual exploitation in tourism
destinations
● Sharing information about child

protection with family, friends and
work colleagues.
Verify by Signature
:

RECORDS OF PERFORM BASIC FIRST AID PROCEDURES
● Project/task :
● Name :

Element 1: Assess the situation
1.1 Identify physical hazards to own Physical hazards may include:
and others’ health and safety
● Workplace hazards, e.g. Machinery,
vehicles, environment
51
● Hazards associated with casualty
management processes, such as
being bitten, confused casualty
becomes violent
● Bodily fluids
● Risk of further injury to the casualty.
1.2 Minimise immediate risk to self -

and health and safety of the
casualty by controlling hazard/s
in accordance with accepted
practice
Casualty’s vital signs and physical
condition are managed for:
● Response, i.e. Conscious or

unconscious
● Airways, i.e. Blocked, likely to

become blocked
● Breathing, e.g. Regular, irregular,

1.3 Assess casualty’s vital signs
and physical condition in possible problem with lungs
accordance with accepted
practice ● Circulation, e.g. Pulse, heart-beat is
strong/ weak, or racing pulse
● Possible neck or back injury
● Shock
● Allergic reaction/s
● Bleeding.
Element 2: Apply basic first aid techniques

2.1 Provide first aid First aid management may include:
management in
accordance with ● Management of external bleeding
established first aid
procedures and available and shock
resources and equipment
● Management of minor wounds and
infection control
● Management of venomous bites and

stings/poisons/allergic reactions,
including anaphylaxis
● Management of fractures
● Management of head and spinal

injuries
52
● Management of airways including
asthma.
First aid may include:
● Resuscitation techniques
2.2 Monitor casualty’s ● CPR technique

condition and respond to
the casualty’s condition in ● Bleeding and wound care
accordance with accepted
first aid principles and ● Burns and scalds care
enterprise guidelines
● Infection control
● Bandaging/splinting.
Seek first aid assistance may include:
● Obtaining co worker support
2.3 Seek first aid assistance ● Obtaining support from designated

from others in a timely first aider
manner as appropriate
● Requesting emergency services
(ambulance) assistance
● Requesting medical assistance.
2.4 Record accidents and injuries -

procedures
Element 3: Communicate details of the incident
3.1 Request appropriate medical -
assistance using the most
relevant and appropriate
communication mechanism
Details may relate to:
● Casualties conditions
3.2 Convey details of casualty’s
condition and first-aid ● Location
management activities
accurately to emergency ● Assistance provided
services or relieving
personnel
● Number of casualties
● Assistance required.
3.3 Prepare reports to -

supervisors in a timely
manner, presenting all
relevant facts according to
enterprise guidelines
Verify by Signature
53
:
54
UNIT 14. FR- D2.TTA.CL2.01
RECORDS OF ACCESS AND INTERPRET PRODUCT INFORMATION
 Project/task :
 Student name :

Element 1: Identify and evaluate sources of product information
1. List potential sources of product Sources of product information may relate to:
information
 Internal business sources, including
databases and reservation systems either
manual or computerised
 Direct contact with:
 Travel suppliers, including airlines,
cruise operators, railway operators, bus
lines, car rental businesses, limousine
hire and taxis
 Suppliers and providers of support and
ancillary services, including travel
insurance providers, finance providers,
currency exchange, conference and
similar venues and interpreters
 Tour operators and wholesalers
 Travel agencies and associations
 Peak travel bodies
 Government tourism industry bodies
and authorities, including domestic and
international bodies
 Literature, including reference books,
magazines and newspapers
 Websites, including individual companies,
directories, news sites, surveys and
research sites
 Personal network of contacts, including
those within the host enterprise and those
external to the business.
Product information may relate to:
 Travel, including air, cruise, train, bus, car
 Destinations, including statistical
information and details relating to climate,
currency, maps, travel guides, events,
languages, history, safety, government
information, time zones, culture and
communications
 Tourist activities and attractions, including
55
natural and man-made
 Tours, trips, sight-seeing and excursions
 Accommodation facilities, including 5-star to
back-packer venues
 Services, including medical, personal,
entertainment, sporting, shopping
 Travel requirements, including
requirements relating to entry, passport,
visas, warnings and advisory bulletins,
customs information
 Finance
 Travel insurance.
2. Determine usefulness of product Determine usefulness may include:
information sources
 Defining enterprise needs
 Assessing validity, reliability, accuracy,
currency and sufficiency of information
provided
 Evaluating method and speed of access to
information provided
 Identifying ease of access to information
provided
 Appraising cost of obtaining information
 Complying with enterprise policies and
commercial agreements, including agency,
sub-agency and franchise requirements
 Reviewing the utility of sources on a regular
basis.
3. Identify items that may contain Items that may contain product information will
product information include:
 Brochures
 Timetables
 Tariff sheets, including confidential tariff
schedules
 Sales and promotion kits
 Supplier information kits
 Product manuals
 Advertising fliers
 Manufacturer’s specifications
 Websites, including downloads from same.
Element 2: Access product information
56
1. Select appropriate sources of
-
product information
2. Register to receive and/or Register may include:
access product information
 Registering on-line
 Paying a fee
 Establishing required password and
username, if required
 Lodging host enterprise details with product
information source
 Establishing the bona fides of the host
enterprise
 Joining an association or body in order to
enable access.
3. Visit suppliers and other sources to
-
talk with sales staff and obtain items
that may contain product information
4. Access selected internal databases Access selected internal databases may
and internal business systems include:
 Obtaining internal authority to access
required fields of information
 Setting-up password access authority
 Determining folders, documents and
locations to use.
5. Access external sources of product Access external sources may include:
information
 Telephoning organisations, bodies and
authorities
 Going on-line
 Requesting a visit from sales staff from
other organisations.
Element 3: Interpret product information
1. Identify specific sales needs that Specific sales needs may relate to:
form the basis for the search for
product information  Non-negotiable client needs, including
budget, timing, duration of travel, required
destination and activities, health
 Requests from and preferences of client,
including general enquiries and special
interest requests, travel preferences, timing
and designated destination activities
 Need to provide quotations
 Processing a reservation, including booking
and coordinating supplier services and
products
57
 Issuing non-air documentation
 Processing financial transactions, including
payment of deposits and full-payment for
bookings
 Need to amend an existing booking due to
unforeseen circumstances
 Cancellations and/or alterations made to
bookings.
2. Read items that may contain -
product information
3. Integrate sourced product Integrate sourced product information may
information with identified client include:
needs and/or preferences
 Matching availability and data to identified
client needs and preferences to the best
extent possible
 Searching for possible alternatives and
options
 Converting supplier codes and
abbreviations into usable data to
adequately interpret the information
provided.
Element 4: Provide product information
1. Interpret industry terminology Industry terminology may include:
 Industry jargon
 Industry specifications
 Common abbreviations
 Industry and supplier/provider codes
 Use of 24-hour international time clock
 Technical capacity of equipment.
2. Pass on general information Products and services may include:
relating to products and services
 Transportation and transfers
 Accommodation, meals, functions and
entertainment
 Tours, cruises and entry to attractions
 Tour guide services and activities
 Special events, including special event
consumable items
 Venue and convention facilities, including
equipment to support same
 Speaker, audio-visual, catering, health and
financial services.
3. Explain specific details about Specific details may include:
product and services
 Costs, tariffs and rates
58
 Conditions and rules
 Scheduling information
 Product codes
 Booking procedures
 Points of departure and arrival
 Touring inclusions and exclusions
 Technical specifications for audio-visual
and other meetings and events equipment.

RECORDS OF ADMINISTER A BILLING AND SETTLEMENT PLAN
 Project/task :
 Student name :

Element 1: Identify a Billing and Settlement Plan (BSP)
1. Define and explain the role and Role and operation of the IATA BSP refers to:
operation of the IATA BSP
 Simplifying and facilitating the selling, reporting
and remitting procedures associated with sales
of airline tickets
 Increased financial control for participants
 Improved cash flow for airlines using the BSP
system
 Enabling a central point for the flow of funds
and data between agents and airlines
 Providing for payment of a single remittance to
cover payments due to all airlines to whom
payment is owed.
2. Describe the advantages of the Advantages of the IATA BSP refers to:
IATA BSP
 Simplification of reporting and payment
procedures
 Reduced time required compared to traditional
billing and settlement procedures
 Cost-saving through the use of standardised
documents and procedures including electronic
59
transmissions
 Increased financial and stock control
 Improved efficiency for businesses and
passengers
 Links to the global distribution system (GDS)
thereby reducing/eliminating potential for
stock/ticket loss.
3. Identify participants and Participants and suppliers in a BSP may include:
suppliers in a BSP
 IATA and BSP management
 All airlines including IATA members and non-
members
 All accredited IATA agents in the BSP country
of operation
 Certain non-accredited IATA agents
 General (non-airline) sales agents and airport
handling agents subject to nomination by the
airline they represent and entry into the IATA
standard agreement
 Data Processing Centre (DPC)
 Clearing Bank
 Standard Traffic Document Distributor
 Standard Traffic Document Security printer
 Automated Ticketing System Provider
 Other travel and tourism industry sectors.
4. Identify and explain how the IATA How the IATA BSP works is described in the IAIA
BSP works BSP Manual for Agents as, and under the
following:
 Stage 1
 Stage 2
 Stage 3
 Stage 4
 Stage 5
 Stage 6.
5. Identify the role and function of IATA BSP documents and manuals include:
IATA BSP documents and
 Standard Traffic Documents (STDs):
manuals
 Automated Tickets – including Off-Premise
Transitional Automated Ticket (OPTAT)
and Off-Premise Automated
Ticket/Boarding Pass Version 2
 Electronic Tickets
 Multiple Purpose Documents (MPDs)
 Standard Administrative Forms (SAFs):
 Agency Sales Transmittal (AST)
60
 Refund Application/Authority and Refund
Notice
 Standard Credit Card Charge Form
(CCCF)
 Forms raised by airlines:
 Agency Debit Memo (ADM)
 Agency Credit Memo (ACM)
 BSP Calendar – indicating reporting periods,
remittance dates and airline settlement dates
 BSP Manual for Agents
 BSPlink Manuals
 Local Procedures/Information, as applicable to
individual countries
 Need to maintain stocks of BSP documents,
including identification of forms available on-
line through BSPlink.
6. Expand and explain BSP -
acronyms and abbreviations
7. Explain the Glossary of Terms for -
the IATA BSP
8. Describe the automation of Automation of interfaces between agents, airlines
interfaces between agents, and the BSP refers to:
airlines and the BSP
 BSPlink – including advantages and
functions of BSPlink and automation
requirements.
9. Describe IATA management IATA management of the BSP includes:
of the BSP
 Role of Industry Distribution and Financial
Services (IDFS)
 BSP management
 Role of local BSP manager.
Element 2: Comply with IATA BSP reporting procedures

1. Identify required submission Required submission dates should relate to:
dates
 Annual BSP calendar
 Penalties for late submission
 Options for more regular reporting.
2. Describe accountable
-
transactions
3. Complete AST form Complete AST form involves adhering to IATA
requirements as stated in the BSP Manual for
Agents which may include:
 Completion Procedures
 Nil Entries
 “No Sales” Reports
61
 Recording Credit Transaction Issues in AST
 Calculation of face value
 Contents and Preparation of AST
 Timely submission
 Automated Methods of Reporting
 Stapling of Documents
 Using AST Envelope.
as well as:
 Compiling necessary documentation and
information
 Checking for accuracy
 Ensuring all transaction details are recorded
 Reporting discrepancies
 Keeping and filing documentation in
accordance with BSP requirements.
4. Complete Group Sales Summary Complete Group Sales Summary Form (GSS)
Form (GSS) involves adhering to IATA requirements as stated
in the BSP Manual for Agents which include:
 Completion Procedures
 Reporting
as well as
information
 Reporting discrepancies
 Keeping and filing documentation in
accordance with BSP requirements.
5. Process airlines’ own Process airlines’ own accounting memoranda
accounting memoranda refers to:
 Reporting of ADM/ACMs
 Disagreement procedure
 Processing of ADM/ACMs.
 Processes Agents’ Billings involves adhering to
IATA requirements as stated in the BSP.
6. Process Missing Traffic
-
Document Report form
7. Process Returned -
Documents form
Element 3: Comply with IATA BSP billings and statements requirements
1. Process Agents’ Billings
2. Process refund Refund documentation must include:
documentation
 Refund Notice
62
 Refund Application/Authority.
Element 4: Comply with IATA BSP agents’ remittance procedures
1. Implement agents’ remittance Implement agents’ remittance procedures refers to
procedures adhering to IATA requirements as stated in the
BSP Manual for Agents which includes:
 Remittance Date, including requirements that
apply to BSP participating Airlines and Non
BSP participating IATA Member Airlines
 Method of Remittance/Direct Debiting
 Post-Settlement Errors Discovered By Agent
 Post-Settlement Errors Discovered By The
BSP Airline
 Credit Notes
 Disputed Amounts
 Net Reporting/Remit Schemes
information
 Reporting discrepancies.
2. Handle irregularities and Irregularities and defaults refers to:
defaults
 Incomplete/Overdue AST
 Late Reported/Unreported Transactions
 Overdue or Dishonoured Remittance
 Notices of Irregularity
 Default Action
 Reinstatement/Action Following the Default
 Administrative Charges
 Reviews by, and function of, Travel Agency
Commissioner
 Arbitration.

63
RECORDS OF APPLY ADVANCED AIRFARE RULES AND PROCEDURES
 Project/task :
 Student name :

Element 1: Confirm client requirements for all purchases
1. Identify and confirm needs and Needs and preferences of client may relate to:
preferences of client
 Packages
 Budget
 Timing and duration
 Number of travellers – including
considerations applicable to groups,
families and individuals
 Destinations
 Carrier
 Quotations and advice supplied to client.
2. Identify and access appropriate Appropriate resources may include:
resources to enable processing of
client requirements  Computerised reservation system, including
computerised data/information contained
within the system
 Airline guides
 Airline schedules/timetables
 Fare manuals
 Tariffs from airlines
 Tariffs from consolidators
 Special bulletins and advisories from
airlines and consolidators
 General information from airlines
 Customer quotations.
Element 2: Construct mixed class fares

1. Identify and confirm availability of Availability of mixed class combinations must
mixed class combinations include:
 Confirming definition and interpretation of
mixed class
 Identifying carriers who offer this option
 Verifying routes to which this option applies
 Verifying advanced purchase
timelines/dates.
2. Match choice of mixed class fare to
-
identified needs of client
3. Ensure fare construction complies Operational requirements relates to:
64
with operational requirements  Carrier guidelines
 Regulatory requirements
 Organisational requirements
 IATA requirements and procedures,
including IATA fare construction rules
 Use of correct documentation and/or
screens and information fields
 Checks and calculation requirements,
including minimum fare check requirements
where applicable to individual booking
types, including:
 Neutral units of construction (NUCS)
 Local currency fares (LCF)
 Global indicators (GI)
 Sold and ticketed inside the country of
commencement
 Journeys commencing outside the
country of sale
 Mileage system:
 Maximum permitted mileages
(MPMS)
 Ticketed point mileages (TPMS)
 Extra mileage allowance (EMA)
 Excess mileage surcharges
(EMS)
 Higher intermediate points (HIPs)
 One way backhaul checks (BHC)
 Circle trip minimum fare checks (CTM)
 Directional minimum checks (DMC)
 Country of origin minimum checks
(CPM)
 Open jaw via country of origin check
(COM)
 One way sub-journey check (OSC)
 Return sub-journey check (RSC)
 Re-routing
 Application of indirect travel limitation rules,
including sector journeys and side-trips.
4. Calculate mixed fare costs Calculate mixed fare costs may include:
 Referring to relevant carrier
schedules/timetables and tariff information
 Referring to specials available and
65
packages that apply
 Factoring in applicable discounts, where
appropriate.
5. Construct and check accuracy and Air itineraries may include:
completeness of air itineraries
 Name and number of passenger/s –
including indication of adults and children
 Day and date of travel
 From and to destinations
 Flight number and carrier, including seat
allocation, where applicable
 Departure and arrival times
 Fare, taxes, fees and charges, including
sub-totals and total
 Amount paid and amount due, if applicable
 Verification of connections and times, where
applicable.
Element 3: Construct airfares incorporating add-ons
1. Identify and interpret available and Available and applicable add-on flights may
applicable add-on flights relate to:
 Add-on tables
 Specific flights
 Availability
 Nominated carriers
 Specified routes/destinations
 Integration with full packages
 Compatibility with nominated class
 Prohibition on separate sale
 Confirming currency of guidelines that apply
to add-ons with carriers
 Individual terms and conditions of carriers.
2. Ensure fare construction Operational requirements relates to:
complies with operational
requirements  Carrier guidelines
 Organisational requirements
 IATA requirements and procedures,
including IATA fare construction rules
66
types, including:
 Neutral units of construction (NUCS)
commencement
 Journeys commencing outside the
country of sale
 Mileage system:
(MPMS)
(EMS)
 Circle trip minimum fare checks (CTM)
 Directional minimum checks (DMC)
 Country of origin minimum checks
(CPM)
 Open jaw via country of origin check
(COM)
 One way sub-journey check (OSC)
 Return sub-journey check (RSC)
 Re-routing
 Application of indirect travel limitation rules,
including sector journeys and side-trips.
3. Calculate through fare costs Calculate through fare costs including add-ons
including add-ons may include:
 Determining relevant carrier charges
 Identifying time of year/seasonal
implications and loadings or premiums
 Identifying current rate for add-ons.
4. Construct and check accuracy -
and completeness of air
itineraries
Element 4: Prepare international pre-paid ticket advices
1. Determine the needs and -
preferences of client for pre-paid
ticket advice (PTA)
2. Select flight and carrier that best Select flight and carrier may include:
meets client needs
67
 Confirming availability
 Understanding relevant carrier policies and
procedures, including limitations and
restrictions
 Matching timing requirements to flight
availability
 Seat availability
 Meeting connecting flights
 Package limitations, where applicable.
3. Process PTA in accordance with Process PTA may include:
operational requirements
 Following relevant guidelines, policies and
procedures
 Confirming applicable timeline requirements
for booking
 Verifying agency details with carrier
 Including services covered by PTAs,
including excess baggage, unaccompanied
children, oxygen use
 Obtaining fare quote
 Applying service charge
 Raising Miscellaneous Charge Order
(MCO).
4. Issue or forward PTA
Element 5: Construct round-the-world and round trip itineraries
1. Identify and confirm needs and -
2. Identify and access appropriate -
resources to enable processing
of client requirements
3. Identify and confirm availability Availability of flights may relate to:
of flights to meet client
requirements  Time of travel
 Connections
 Seat availability
 Stop-overs
 Time spent at destinations.
4. Ensure fare construction -
requirements
5. Calculate fare costs Calculate fare costs may include:
 Referring to relevant carrier
schedules/timetables and tariff information
 Referring to specials available and
packages that apply
68
 Factoring in applicable discounts, where
appropriate
 Including transfers
 Undertaking currency exchange
calculations
 Determining adult, children and infant rates,
including unaccompanied children
 Considering special fares, including APEX
(advanced purchase)
 Including taxes, fees and charges.
itineraries
Element 6: Construct fares for open jaw journeys
1. Identify and confirm needs and -
2. Identify and access appropriate -
resources to enable processing
of client requirements
3. Identify options that enable Identify options that enable open jaw journeys
open jaw journeys may include:
 Considering double open jaw trips
 Reading package limitations
 Verifying acceptable destinations, en route
destinations and countries, including
limitations on intra-country and inter-country
applications
 Conformity with airline and airfare rules,
including understanding of the limitations
imposed by these
 Identifying minimum stay provisions, where
applicable
 Identifying relative distances involved,
where applicable
 Catering for circle trips, where necessary.
4. Identify and confirm availability -
of flights to meet client
requirements
5. Ensure fare construction -
requirements
6. Calculate fare costs -
itineraries
Element 7: Apply the pricing unit concept to fares
1. Divide fare journey into individual Fare journey must include:
69
pricing units  Single fare
 Return fare.
2. Calculate lowest combination of -
fares for given pricing units
Element 8: Maintain client file
1. Record and update needs and -
2. Record itineraries and airfares Itineraries and airfares quoted may include:
quoted
 All types of fares and trips offered by the
host enterprise
 Through fares incorporating add-ons
 Mixed class fares
 Round, circle and open jaw trips
 Fares incorporating intermediate points
 Fares incorporating sector journeys and
side-trips
 Fares incorporating airport and other taxes.
3. Generate and issue documents Documents may include:
to clients
 Invoices
 Credit notes
 Receipts
 Confirmation letters
 Itineraries
 Information packs.
4. Record and process changes to Changes to bookings may include:
bookings
 Changed arrangements
 Cancellations, including the processing of
refunds and issuing of credit notes
 Verifying alterations with carriers
 Confirming alterations with clients and
issuing appropriate confirmations and
amended documentation.
70
RECORDS OF BOOK AND COORDINATE SUPPLIER SERVICES
 Project/task :
 Student name :
STEPS/ELEMENTS AND INSTRUCTIONS RECORDS OF ACTIVIES AS RANGE OF NOTES

VARIABLE
Element 1: Identify suppliers of products and services
1. Identify suppliers used by the host Suppliers may relate to:
enterprise
 Internal and external suppliers
 Domestic and international suppliers
 Company name
 Contact details, including telephone, fax, e-
mail and office location/s
 Names of key staff/contacts within the
supplier business, including position held and
areas of expertise.
2. Identify products and services Products and services may include:
purchased from suppliers
 Transportation and transfers
 Accommodation and entertainment
 Tours and cruises
 Entrances to attractions and sites
 Tourist guiding services
 Meals, functions and events
 Workshops and exhibitions
 Special items with corporate branding
 Venue, speaker and equipment services
 Special event consumable items
 Catering.
3. Identify operational Operational requirements relating to the
requirements relating to the selection and use of suppliers may include:
selection and use of suppliers
 Contractual enterprise negotiated
agreements
 Preferred supplier status of companies
 Contra-deal arrangements
 Reciprocal business relationships
 Nominated checks, comparisons and
evaluations to be made prior to determining
supplier to be used
71
VARIABLE
 Individual scope of authority for lodging
requests, bookings and spending money on
behalf of the host enterprise.
4. Locate and become familiar with Sources of information may include:
sources of information and
resources, in relation to suppliers,
databases and reservation systems either
services and products
manual or computerised
 Travel suppliers, including carriers,
airlines, cruise operators, railway
operators, bus lines, car rental
businesses, limousine hire, taxis
similar venues, and interpreters
 Government tourism industry bodies and
authorities, including domestic and
directories, news sites, surveys and research
sites
 Personal network of contacts, including those
within the host enterprise and those external
to the business.
Resources may include:

 Computerised reservation system, including
within the system
 Airline, carrier and provider guides
 Schedules/timetables
 Fare and tariff manuals
 Brochures
 Information kits
 Catalogues and price lists
 Personal knowledge and experience.
Element 2: Identify client booking requirements

1. Create client file Create client file may relate to:
72
VARIABLE
 Preparing paper-based and/or electronic file

 Establishing and naming file for individual
clients
 Incorporating previous client history into file
 Allocating specific agent to handle and deal
with client
 Initiating nominated client and file records as
required by the host enterprise.
2. Identify specific client Identify specific client requirements may include:
requirements for supplier
 Meeting with the client, including face-to-face
services
meetings, over the telephone contact and
electronic communications
 Identifying the need to coordinate and
integrate services for the booking/s
 Determining and negotiating individual client
wants, needs and preferences
 Identifying relevant specifics that relate to the
identified wants, needs and preferences
which may relate to:
 Days, dates and times
 Duration and frequency
 Brands, models and technical
specifications
 Destinations, venues, attractions and
events
 Catering and conference requirements
 Budget.
3. Determine and select most
-
appropriate supplier to meet
identified client requirements
4. Prepare and supply quotation Quotation to client may include:
to client
 Records of all alternative suppliers
considered including copies of their
quotations and/or sample or indicative costs
 Including quotation in client file
 Forwarding quotation to client, including
relevant supporting documentation and/or
samples and/or marketing materials.
5. Confirm authority to proceed Authority to proceed may include:
from client
 Verbal notification from client
 Signed authority on standard organisational
form.
6. Obtain payment from client Payment may include:
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VARIABLE
 Credit card
 Cash, personal, business or traveller’s
cheque
 Direct debit, electronic funds transfer
 Invoice/account
 Telephone payment
 E-mail or other electronic transmission.
7. Update client file -
Element 3: Request products and services from supplier
1. Forward request/s to selected Forward request/s may include:
supplier/s
 Sending hard copy requests, including mail
and personal delivery
 Making verbal requests, including face-to-
face and over the telephone
 Lodging electronic requests, including fax,
computerised reservation system and e-mail.
2. Comply with organisational Organisational requirements in relation to
requirements in relation to placement of requests for bookings of products
placement of requests for bookings and services may include:
of products and services
 Scope of authority limitations
 Designated person authorities for nominated
suppliers
 Volume and value consideration related to
booking
 Method of lodgement
 Timing requirements.
3. Supply, clarify and confirm all Information related to required products and
information related to required services may include:
 Customer details, name, organisation they
represent (where applicable), contact details,
previous history, potential for future business
with this client
 Date, time, location and duration details
 Information related to previous pre-
negotiated cost and payment details
 Nature and scope of services
 Special requests.
4. Inform suppliers of required Response to requests may include:
response to requests from
 Demand for hard copy and/or electronic
supplier/s
acknowledgements of receipt of request
confirmations of ability to supply products
and services as requested
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VARIABLE
responses re inability to supply products and
services as requested.
5. Lodge or confirm formal and official Booking/s may include:
booking/s
 A single product and/or service
 Multiple products and/or services comprising
a complete itinerary
 Individuals and groups
 One-off touring arrangements
 Series tours
 Incentive tours
 Meetings and conferences
 Payment of deposit or full payment for
products and services.
6. Seek, and lodge requests with, -
alternative suppliers as required
Element 4: Maintain client file
1. Record lodgement of booking in Record lodgement of booking may include:
client file
 Including physical copy of relevant
documentation in client file
 Noting time and date of lodgement.
2. Capture and store relevant Relevant records may include:
records in client file
 Quotations
 Requests for information
 Confirmations
 Orders lodged
 Price lists and other targeted information
provided by suppliers in response to specific
requests.
3. Issue notification and Notification and documents may include:
documents to client
 Copies of communications sent by host
enterprise to suppliers
 Invoices
 Credit notes
 Receipts
 Confirmation letters, from the host enterprise
and those received from suppliers
 Price lists and other targeted information
provided by suppliers in response to specific
requests
 Information kits and packs received from
suppliers.
4. Monitor client file Monitor client file may include:
 Confirming that responses have been
75
VARIABLE
received from supplier/s as anticipated
 Verifying information required from client has
been received as required
 Coordinating client requirements and
availability/provision of services
 Checking that payments promised by client
have been received
 Following-up on outstanding issues as
required.
5. Meet requirements of scheduled Scheduled future action may relate to:
future action
 Making payments at scheduled times
 Providing confirmation by set dates
 Up-dating details by schedules timelines
 Issuing document on nominated dates.
Element 5: Process final booking details for products and services
1. Notify supplier of required Adjustments may include:
adjustments to initial booking
 Instructions received from client
 Cancellation of booking
 Change of date and/or time
 Change of location, venue or destination
 Re-selection of available options
 Reduction and/or increase in booking
numbers.
2. Pay supplier in accordance with Pay supplier may include:
established and/or agreed
 Taking into account monies already paid
terms and conditions
 Requesting payment from the accounts
department, or self-administering payment
 Conforming to approved or required methods
of payment
 Ensuring timeliness of payment
 Completing relevant documentation
 Adding appropriate notifications into client file
and up-dating records as required
 Factoring-in commissions due to the host
enterprise.
3. Up-date client file Up-date client file may include:
 Adding confirmations and other responses
from suppliers
 Adding communications from client
 Including documents and records relating to
amendments and adjustments to initial
request/booking
 Up-dating financial status of client file
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VARIABLE
 Receiving, processing and recording
payments
 Generating and issuing invoices and credit
notes for changed arrangements.
4. Inform supplier of final client Client information may relate to:
information
 Complying with standard industry terms and
conditions
 Complying with specific requirements of
individual suppliers
 Final numbers for group booking
 Arrival and departure dates and times for all
transportation types relevant to the products
and services required
 Final name and rooming lists
 Details of tourist guides, tour managers, crew
accompanying clients.

RECORDS OF CONSTRUCT AND TICKET A NON-AIR TRAVEL PLAN
 Project/task :
 Student name :

VARIABLE
Element 1: Confirm client information and requirements for travel
1. Capture and/or confirm client details Client details refers to:
 Name
 Age
 Home and/or business address, including
postal and street
 Address for payment and delivery of
documents
 Contact details
 Agent details, where applicable
 Times when client is available and/or
unavailable
77
VARIABLE
 Preferred contact times of the day
 Associated groups or other bodies client is a
member of or connected to for purposes of
determining relevant preferential treatment
and/or discounts
 Previous client history, including information
on system databases and client
management systems.
2. Confirm existing arrangements Existing arrangements may include:
relating to the travel plan
 Existing reservation data
 Products and/or services already sold or
confirmed as part of the current travel plan
 Identification of confirmed bookings held for
client for current travel plan
 Confirmation of quotations supplied to client
for products and services
 Finalisation of outstanding issues and
financial matters with clients.
 Packages
 Personalised travel plans
 Budget limitations
 Number of travellers, including
considerations applicable to groups, families
and individuals
 Destinations
 Preferred carriers and suppliers, including
preferences for:
 Methods of travel, including car rental,
coaches, trains and other options unique
to individual destinations, countries and
locations
 Type and style of accommodation
 Attractions, sight-seeing trips and events
 Quotations and advice previously supplied
to client
 Existing arrangements for the travel plan
that have already been finalised, including
arrangements made by the client and
arrangements made by the host enterprise
or other agencies.
4. Identify and access appropriate Appropriate resources and sources of
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VARIABLE
resources and sources of information information may include:
to enable processing of client
requirements  Computerised reservation system, including
within the system
 Carrier, provider and visa guides
 Schedules/timetables
 Fare and tariff manuals, including contracts
and agreements with suppliers
 Brochures
 Information kits
 Catalogues and price lists
 Personal knowledge and experience
undertaking basic research using databases
and reservation systems either manual or
computerised
 Travel suppliers, including cruise
operators, railway operators, bus lines,
car rental businesses, limousine hire,
taxis
similar venues, interpreters
directories, news sites, surveys and
research sites
 Personal network of contacts, including
those within the host enterprise and those
external to the business.
5. Identify booking deadlines Booking deadlines refers to:
 Carrier guidelines
 Advance notice timelines required by
carriers and suppliers
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VARIABLE
 Client needs
 Relationship between cost and advanced
booking dates/timelines.
Element 2: Process travel plan requirements

1. Select carriers and suppliers to -
accommodate identified client
requirements
2. Up-date internal records
-
3. Construct costed draft itinerary Costed draft itinerary relates to:
in accordance with host
enterprise operational  Name and number of travellers and/or
requirements and identified passenger/s, including indication of adults
client requirements and children, where applicable
 Name of carrier and identification of chosen
option, including seat allocation, where
applicable
sub-totals and total using basic calculations
 Deposit and/or full payments required, if
applicable
 Verification of connections and times, where
applicable.
Operational requirements relates to:

 Carrier and supplier guidelines
 Host enterprise requirements
 Peak body requirements and procedures,
where applicable, including fare construction
rules, if applicable
computer screens and system information
fields.
4. Obtain approval and authority to Authority to proceed may include:
proceed with booking/s from client
form
 Explanation of relevant terms and conditions
that attach to bookings.
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VARIABLE
Booking/s may include:

 Guests and delegates
 Series tours
 Incentive tours
5. Book approved itinerary with Book approved itinerary may include:
nominated carriers and suppliers
 Placing requests with carriers and suppliers
 Obtaining confirmation of bookings
 Operating computerised reservation
systems
 Seeking and booking through alternative
carriers and suppliers where initially
selected carriers and suppliers are unable to
accommodate requests/bookings.
6. Obtain payment from client, as Payment from client may include:
required
 Credit card
 Cash, personal, business or traveller’s
cheque
 Direct debit, such as electronic funds
transfer
 Invoice/account
 Telephone payment
 E-mail, or other electronic transmission
 Payment of deposits and full payment for
itinerary.
Element 3: Process travel documentation and payment
1. Prepare required travel Prepare required travel documentation can
documentation to support approved relate to internal and external requirements and
client booking may include the following activities and
documents:
 Activities:
 Ensuring accuracy of all entries and
81
VARIABLE
calculations
 Verifying all charges and discounts involved
 Completing documentation fully and in
accordance with host enterprise
operational requirements
 Ensuring timely completion of all
required documents
 Documents:
 Client and passenger itineraries
 Vouchers, including those for
accommodation, cruise, tour, entries,
vehicle, tourism products and services
 Confirmation vouchers and letters,
including meeting and/or event
confirmation letters, registrations and
delegate information packs/kits
 Commission vouchers
 Travel insurance documentation
 Visa forms, passport forms and visas
 Tickets, including coach and other
transportation options
 Requests for traveller’s cheques
 Briefing notes for crews and staff
 Rooming and passenger lists.
2. Process payment/s by client Process payment/s by client may include:
 Accepting payment based on standard host
enterprise, industry or carrier/supplier
requirements
 Issuing receipt
 Recording payment of deposit on internal
documentation
 Advising client of amount outstanding,
where applicable.
3. Issue travel documentation Issue of travel documentation will depend on
booking type as well as host enterprise, carrier
and supplier requirements and may include:
 Issuing documentation to clients and
passengers
 Providing documentation to accounts
department
 Placing copies of documents in client file
 Providing documentation to carriers and
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VARIABLE
suppliers
 Supplying documentation to operational
staff, including tour leaders, tour guides,
drivers
 Providing documentation to relevant
authorities and government bodies, as
applicable.
4. Pay supplier Pay supplier may include:
 Taking into account monies already paid
 Requesting payment from the accounts
department, or self-administering payment
 Conforming to approved or required
methods of payment
 Ensuring timeliness of payment
 Completing relevant documentation
 Adding appropriate notifications into client
file and up-dating records as required
 Factoring in commissions due to the host
enterprise.

RECORDS OF CONSTRUCT AND TICKET DOMESTIC AIRFARES
 Project/task :
83
 Student name :

VARIABLE
Element 1: Confirm client requirements for domestic air travel
 Packages
 Budget
considerations applicable to groups, families
and individuals
 Destinations
 Carrier
client requirements  Computerised reservation system, including
within the system
 Airline guides
 Fare manuals
 Special bulletins and advisories from airlines
and consolidators
 Quotations supplied to clients.
Element 2: Interpret domestic airfare information

1. Identify and explain domestic Domestic airfare information may include:
airfare information
 Fares, fare basis and fare rules, including
fare types and classes
 Airport codes
 Airline codes
 City codes
 Normal fares
 Discounted fares, including infants, children,
students, pensioners and groups
 Fares for unaccompanied children
 Promotional fares and packages
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VARIABLE
 Taxes, such as domestic head tax, noise tax,
Goods and Services Tax (GST) and other
relevant taxes and government charges
applicable to the host country, plus any
regional requirements, where applicable
 General air travel rules and restrictions of the
host country, including regional requirements,
where applicable
 Terms and conditions applicable to specific
fares which may include:
 Payment and ticketing deadlines
 Extensions to standard ticketing
deadlines
 Cancellation charges and other penalties
 Availability of any type of change to the
airfare itinerary
 Availability of changes to class of travel
 Availability of changes to origin or
destination
 Amendment fees
 Overbooking and applicable
compensation
 Limitations of liability
 Insurance
 Refund and transferability of ticket details
 Baggage allowances, including charges
for excess baggage
 Security requirements, including searches
and dangerous goods
 Restrictions on items that can be carried
in baggage in the hold of the aircraft,
including restrictions on items that can be
taken on board by passengers
 Check-in requirements, options and times,
including information relating to fare
forfeiture.
Element 3: Construct and cost itinerary for domestic air travel
1. Select carriers to accommodate -
2. Construct and cost draft itinerary in A draft itinerary can be produced manually, or
accordance with host enterprise using a computer, indicating the relevant types of
operational requirements and fares that include:
 Sector fares
85
VARIABLE
 Through fares
 Promotional fares
 Fares incorporating open-dated travel and
surface segments
 Fares incorporating non-stop, direct and
connecting services
 Fares incorporating airport and other taxes
 Ensuring that selected option meets identified
client need, provides best possible fare price
and optimises travel arrangements
 Coverage of the following individual client-
specific information, as appropriate for
individual bookings:
 Name and number of travellers and/or
passenger/s, including indication of adults
and children, where applicable
 Name of carrier and identification of
chosen option, including seat allocation,
where applicable
sub-totals and total
 Deposit and/or full payment required, if
applicable
 Verification of connections and times,
where applicable
 E-ticket details, including number and
collection information.
Operational requirements will relate to:

 Regulatory requirements, including those of
authorities of the host country and regional
requirements, where applicable
where applicable, including fare construction
86
VARIABLE
 Use of correct documentation and/or screens
and information fields.
3. Obtain approval and authority Authority to proceed may include:
to proceed with booking/s from
client  Verbal notification from client
form
 Explanation of relevant terms and conditions
that attach to bookings.

 Series tours
 Incentive tours
 Payment of deposit, or full payment for
4. Book approved itinerary with Book approved itinerary may include:
nominated carriers
 Placing requests and/or bookings with
carriers
 Obtaining confirmation of bookings, where
applicable
 Operating computerised reservation systems
carriers where initially selected carriers are
unable to accommodate requested bookings.
required
 Credit card
 Cash, or personal, business or traveller’s
cheque
 Direct debit, such as electronic funds transfer
 Invoice/account
 Telephone
 E-mail or other electronic transmission
itinerary.
87
VARIABLE
Element 4: Process documentation for domestic air travel
1. Prepare required travel Prepare required travel documentation can relate
documentation to support to internal and external requirements and may
approved client booking include the following activities and documents:
 Activities:
calculations
 Verifying all charges and discounts
involved
 Completing documentation fully, in
operational requirements and to meet
ticketing requirements and applicable
regulations
 Ensuring timely completion of all required
documents
 Documents:
 Combination documents, such as
combination e-ticket itinerary, receipt and
invoice
 Credit notes and receipts
 Information packs and brochures
 Tickets, including processing of e-tickets.
2. Process payment/s made by Process payment/s made by client may include:
client
enterprise, industry or carrier requirements
 Issuing receipt
documentation
 Advising client of amount outstanding, where
applicable.
3. Issue travel documentation Issue travel documentation will depend on
booking type as well as host enterprise and
carrier requirements and may include:
passengers
department
88
VARIABLE
 Providing documentation to carriers.
4. Update internal records Internal records may be computer or manual files
and may include:
 Client file
 Invoices
 Receipts
 Computerised system screens and fields
from carriers
 Addition of documents and records relating to
amendments and adjustments to initial
request/booking, including refund notices and
credit notes
 Updating financial status of client file
payments, including confirming client has
fully paid
 Complying with international Air Transport
Association (IATA) requirements and
procedures
 Complying with Billing and Settlement Plan
(BSP) requirements.

RECORDS OF CONSTRUCT AND TICKET PROMOTIONAL INTERNATIONAL AIRFARES
89
 Project/task :
 Student name :

VARIABLE
Element 1: Confirm client requirements for promotional air travel
 Packages
 Budget
considerations applicable to groups,
families and individuals
 Destinations
 Carrier
client requirements  Computerised reservation system,
including computerised data/information
contained within the system
 Airline guides
 Fare manuals
 Special bulletins and advisories from
airlines and consolidators
 Quotations supplied to clients
 Internet.
Element 2: Interpret promotional airfare information

1. Identify and explain promotional Promotional international airfare information
international airfare information may include:
 Fares, fare basis and fare rules, including
fare types and classes
 Airport codes
 Airline codes
 Destination codes
 International Air Transport Association
90
VARIABLE
(IATA)) codes and areas
 Global indicators
 International sales indicators
 International airline and airfare terminology
 Information on, and interpretation of, net
fares
 Taxes, including airport tax, departure tax,
noise tax, Goods and Services Tax (GST)
and other relevant taxes and government
charges applicable to the host country
 General air travel rules and restrictions of
the host country
 Terms and conditions applicable to specific
fares which may include:
deadlines
 Cancellation charges and other
penalties
 Availability of any type of change to the
air itinerary
 Availability of changes to class of travel
destination
 Amendment fees
 Overbooking and applicable
compensation
 Insurance
 Refund and transferability of ticket
details
 Baggage allowances, including charges
for excess baggage
 Security requirements, including
searches and dangerous goods
 Restrictions on items that can be
carried in baggage in the hold of the
aircraft, including restrictions on items
that can be taken on board by
passengers
91
VARIABLE
 Check-in requirements, options and
times, including information relating to
fare forfeiture.
Element 3: Construct and cost itinerary for promotional air travel
1. Select carriers to accommodate -
2. Construct and cost draft itinerary in Cost draft itineraries may be produced
accordance with host enterprise manually or using a computer and must
operational requirements and include:
 One-way and return journeys
 coverage of the following types of
promotional international fares:
 Sector fares
 Fares incorporating open dated travel
and surface segments
 Fares incorporating non-stop, direct
and connecting services
 Fares incorporating intermediate points
 Net fares
 Fares incorporating airport and other
taxes
 Ensuring that selected options meets
identified client need, provides best
possible promotional international fare
price and optimises travel
arrangements
 Calculation of add-on charges, additional
taxes, special fees and other charges, as
applicable
 Compliance with specific conditions that
apply to promotional international airfares,
as appropriate
 Coverage of the following individual client-
specific information as appropriate for
individual bookings:
 Name and number of travellers and/or
passenger/s, including indication of
adults and children, and
unaccompanied children where
applicable
 Name of carrier and identification of
chosen option; including seat allocation,
where applicable
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VARIABLE
 Fare, taxes, fees and charges,
including sub-totals and total
 Deposit and/or full payments required, if
applicable
 Verification of connections and times,
where applicable
 E-ticket details, including number and
collection information.
3. Obtain approval and authority to Operational requirements will relate to:
proceed with booking/s from client
 Regulatory requirements, including those of
authorities of the host country
where relevant, including fare construction
types, including:
 Neutral units of construction (NUC)
commencement
 Mileage system:
(MPMS)
(EMS)
 Circle trip minimum fare checks (CTM).
Authority to proceed may include:

93
VARIABLE
form
 Explanation of relevant terms and
conditions that attach to bookings.

 Multiple products and/or services
comprising a complete itinerary
 Series tours
 Incentive tours
4. Book approved itinerary with Booking approved itinerary may include:
nominated carriers
 Placing requests and/or bookings with
carriers
 Obtaining confirmation of bookings, where
applicable
 Operating computerised reservation
systems
carriers where initially selected carriers are
unable to accommodate requested
bookings.
required
 Credit card
 Cash, or personal, business or travellers’
cheques
 Direct debit via electronic funds transfer
 Invoice/account
 Telephone
 E-mail or other electronic transmission
itinerary.
Element 4: Process documentation for promotional air travel
1. Prepare required travel Prepare required travel documentation can
documentation to support relate to internal and external requirements
approved client booking and may include the following activities and
94
VARIABLE
documents:
 Activities:
calculations
 Verifying all charges and discounts
involved, including infant, child and
group discounts
 Completing documentation fully, in
operational requirements and to meet
ticketing requirements and applicable
regulations
 Ensuring timely completion of all
required documents
 Documents:
 Combination documents, such as
combination e-ticket itinerary, receipt
and invoice
 Credit notes and receipts
 Tickets, including processing of e-
tickets.
2. Process payment/s by client Process payment/s by client may include:
enterprise, industry or carrier requirements
 Issuing receipt
documentation
 Advising client of amount outstanding,
where applicable.
3. Issue travel documentation Issue travel documentation will depend on
booking type as well as host enterprise and
carrier requirements and may include:
passengers
department
 Providing documentation to carriers.
4. Up-date internal records Internal records, which can be computer or
95
VARIABLE
manual files, may include:
 Client files
 Invoices
 Receipts
 Computerised system screens and fields
from carriers
 Including documents and records relating
to amendments and adjustments to initial
request/booking, including refund notices
and credit notes
 Up-dating financial status of client file
payments, including confirming client has
fully paid
 Complying with International Air Transport
Association (IATA) requirements and
procedures
 Complying with Billing and Settlement Plan
(BSP) requirements.

RECORDS OF CONSTRUCT AND TICKET REGULAR INTERNATIONAL AIRFARES
96
 Project/task :
 Student name :

Element 1: Confirm client requirements for regular international air travel
1.1Identify and confirm needs Needs and preferences of client may
and preferences of client relate to:
 Packages
 Budget
considerations applicable to
groups, families and individuals
 Destinations
 Carrier
 Quotations and advice supplied
to client.
1.2Identify and access Appropriate resources may include:

appropriate resources to
 Computerised reservation
enable processing of client
system, including computerised
requirements
data/information contained
within the system
 Airline guides
 Fare manuals
 Special bulletins and advisories
from airlines and consolidators
 General information from
airlines
 Quotations supplied to clients
 Internet.
Element 2: Interpret regular airfare information
2.1 Identify and explain regular Regular airfare information may

airfare information include:
97
 Fares, fare basis and fare rules,
including fare types and classes
 Airport codes
 Airline codes
 Destination codes
 International Air Transport
Association (IATA) codes and
areas
 IATA terminology and definitions
 International sales indicators
 International airline and airfare
terminology
 Normal and discounted fares
 Information on, and interpretation
of, net fares
 Taxes, including airport tax,
departure tax, noise tax, Goods
and Services Tax (GST) and other
relevant taxes and government
charges applicable to the host
country
 General air travel rules and
restrictions of the host country
ElElement 3: Construct and cost itinerary for regular international air travel
3.1 Select carriers to Operational requirements will relate
accommodate identified client to:
requirements
 Regulatory requirements, including
those of authorities of the host
country
 Peak body requirements and
procedures, where relevant,
including fare construction rules, if
applicable
98
 Use of correct documentation
and/or screens and information
fields
3.2 Construct and cost draft  Checks and calculation
itinerary in accordance with requirements (including minimum
host enterprise operational fare check requirements)
requirements and identified applicable to individual booking
client requirements types, where applicable, including:
 Neutral units of construction
(NUC)
 Local currency fares (LCF)
 Global indicators (GI)
 Sold and ticketed inside the
country of commencement
 Mileage system:
 Maximum permitted
mileages (MPMS)
 Ticketed point mileages
(TPMS)
 Extra mileage allowance
(EMA)
 Excess mileage surcharges
(EMS)
 Higher intermediate points
(HIPs)
 One way backhaul checks
(BHC)
 Circle trip minimum fare
checks (CTM).
3.3 Obtain approval and authority Authority to proceed may include:

to proceed with booking/s from
client
 Signed authority on standard
organisational form
 Explanation of relevant Terms and
Conditions that attach to
bookings.
3.4 Book approved itinerary with Booking/s may include:
99
nominated carriers

 Multiple products and/or services
comprising a complete itinerary
 Series tours
 Incentive tours
 Payment of deposit or full payment
for products and services.
3.5 Obtain payment from client, Payment from client may include:
as required
 Credit card
 Cash, or personal, business or
traveller’s cheque
 Direct debit, electronic funds
transfer
 Invoice/account
 Telephone
 E-mail or other electronic
transmission
 Payment of deposits and full
payment for itinerary.
Element 4: Process documentation for regular international air travel

4.1 Prepare required travel Prepare required travel
documentation to support documentation can relate to internal
approved client booking and external requirements and may
include the following activities and
documents:
 Activities:
 Ensuring accuracy of all
entries and calculations
 Verifying all charges and
discounts involved, including
infant, child and group
discounts
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 Completing documentation
fully, in accordance with host
enterprise operational
requirements and to meet
ticketing requirements and
applicable regulations
 Ensuring timely completion
of all required documents
 Documents:
 Client and passenger
itineraries
 Combination documents,
such as combination e-ticket
itinerary, receipt and invoice
 Credit notes and receipts
 Confirmation letters
 Information packs and
brochures
 Travel insurance
documentation
 Tickets, including processing
of e-tickets.
4.2 Process payment/s by client Process payment/s by client may

include:
 Accepting payment based on
standard host enterprise, industry
or carrier requirements
 Issuing receipt
 Recording payment of deposit on
internal documentation
 Advising client of amount
outstanding, where applicable.
4.3 Issue travel documentation Issue travel documentation will

depend on booking type as well as
host enterprise and carrier
requirements and may include:
 Issuing documentation to clients
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and passengers
 Providing documentation to
accounts department
 Placing copies of documents in
client file
 Providing documentation to
carriers.
4.4 Up-date internal records Internal records, which can be
computer or manual files, may
include:
 Client file
 Invoices
 Receipts
 Computerised system screens and
fields
 Adding confirmations and other
responses from carriers
 Adding communications from
client
 Including documents and records
relating to amendments and
adjustments to initial
request/booking, including refund
notices and credit notes
 Up-dating financial status of client
file
 Receiving, processing and
recording payments, including
confirming client has fully paid
 Complying with International Air
Transport Association (IATA)
requirements and procedures
 Complying with Billing and
Settlement Plan (BSP)
requirements.
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RECORDS OF DEVELOP AND UPDATE LOCAL KNOWLEDGE

 Project/task :
 Student name :
STEPS/ELEMENTS AND INSTRUCTIONS RECORDS OF ACTIVIES AS RANGE NOTES

OF VARIABLE
Element 1: Develop local knowledge
1. Identify and access sources for information on Information may include:
the local area, correctly
 General information on the tourism
industry
 Local tourism destinations,
facilities, infrastructure and modes
of transportation
 Tourism products, services,
facilities, rates
 Environmental issues
 Local transport
 Local attractions, tours, events,
places of interest
 Local customs.
2. Identify and obtain information to assist queries Information may include:
on local/national tourism industry, correctly
industry
of transportation
facilities, rates
 Local transport
places of interest
103
Local customs.
3. Store and update information according to Information may include:
enterprise procedures
industry
of transportation
facilities, rates
 Local transport
places of interest
Local customs.
4. Share information with colleagues Information may include:
industry
of transportation
facilities, rates
 Local transport
places of interest
Local customs.
Element 2: Update local knowledge

1. Use informal and/or formal research to Informal and/or formal research may
update local knowledge include:
 Networking activities
 Familiarization activities
 Internet research
 Travel and tourism literature.
2. Share updated knowledge with customers
-
and colleagues, as appropriate
3. Incorporate the sharing of local
-
knowledge into day to day working
activities
Element 3: Maintain contact with local communities
1. Provide accurate local tourism -
information in response to queries
2. Use local knowledge to promote Tourism products and services may
tourism products and services to include:
encourage usage and purchase
 Destinations
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 Facilities
 Accommodation
 Attractions, tours, places of interest
 Transportation.
3. Make customers aware of possible -
extras, add-ons and further benefits
4. Report queries and results to -
designated person within enterprise
for follow-up purposes

RECORDS OF MAINTAIN PRODUCT INFORMATION INVENTORY
 Project/task :
 Student name :
 Teacher/trainer/third party (supervisor):
STEPS/ELEMENTS AND RECORDS OF ACTIVIES AS RANGE OF VARIABLE NOTES

INSTRUCTIONS
Element 1: Identify the function of product
information inventory in the travel and
tourism business
1. Describe the role of product Role of product information inventories may
information inventories be related to:
 Providing a readily accessible and current
database of information that staff can use in
their selling endeavors
 Optimizing the potential for staff to make
accurate bookings and sales that best comply
with identified client requests
 Enabling staff to respond professionally to
client requests for information
2. List the businesses involved with Businesses may include:
product information inventories  Travel suppliers, including airlines, cruise
operators, railway operators, bus lines, car
rental businesses, limousine hire, taxis
ancillary services, including travel insurance
providers, finance providers, currency
exchange, conference and similar venues,
interpreters
 travel agencies and associations
 The host enterprise, including identification of
department and individuals within the host
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enterprise who are involved in this
3. Identify the formats of product Formats of product information inventories
information inventories may include:
 Manual systems
 Computerized systems
 Combination of the above
Element 2: Source and interpret products
and information for inventory
1. Identify information that may be
entered onto a product information
inventory
2. Request businesses to supply Request businesses may relate to:
required product information  Telephoning targeted businesses
 Making face-to-face requests of sales staff that
visit the office
 Making e-mail requests
 Registering to receive information, newsletters
and up-dates
3. Interpret product information Interpret product information may include:
received from businesses  Understanding resources, including
interpreting codes, abbreviations, acronyms
and individual supplier terminology
 Converting currencies
 Interpreting terms and conditions
 Understanding limitations and elements of
products and services, especially packages
and deals
 Identifying fees and charges
 Using international time in accordance with a
24-hour clock
4. Review and evaluate product Review and evaluate product information may
information include:
 Assessing currency of the information provided
 Determining degree of usefulness of the
information
 Identifying new information that is needed to
supplement existing product information
 Considering the applicability of information to
client queries and needs
 Judging accuracy and honesty of the
information provided by suppliers
5. Obtain additional product Additional product information may include:
information, where necessary
 Making telephone calls and/or sending e-mails
to individual suppliers
 Internet research
 Interrogation of the internal database
 Asking network of contacts
Element 3: Enter product information onto
inventory systems
1. Load data onto the product Host enterprise policies and procedures may
information inventory system in include:
accordance with host enterprise  Timing of data entry and up-dates, including
106
policies and procedures up-date schedules
 Authorities to enter data, including designation
of individuals and positions within the business
 Identification of specific data that must and
must not be entered onto the system
 Complying with operational requirements of
the data system, including log on procedures,
system integrity, fields to be used, file creation
procedures, file naming protocols and system
security requirements
 Version controls to note dates material was
last edited/up-dated
2. Verify completeness, accuracy

and currency of information
entered onto the product
information inventory
Element 4: Update product information
inventory
1. Monitor product information Monitor product information inventory may
inventory include:
 Assessing completeness, accuracy and
currency of the product information
 Verifying source of information
 Monitoring bookings, allotments/allocations
and requests
 Ensuring regular up-dates in accordance with
supplier schedules and seasonal demands
 Ensuring all products and services offered are
supported by suitable and sufficient product
2. Request additional allocations Additional allocations may include contacting

suppliers and support services to organize extra
allocations to meet:
 One-off peak load demand
 General trends indicating increased demand
3. Remove information from product Remove information may relate to:
 Deleting information regarding products and
services that have been removed from the
service menu
 Over-writing dated information with revised
information
 Removing out-of-date information
 Complying with designated host enterprise
guidelines, including guidelines and
requirements imposed by suppliers
 Removing hard copy material that supports
and reflects product information inventory data
4. Input up-dates and other Input up-dates and other product information
product information changes may include:
as they arrive
 Adding new information as soon as possible to
ensure currency of product information
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inventory
 Ensuring related hard copy material is
removed and/or amended, including
promotional material and hard copy
information used by staff for selling activities
Element 5: Supply inventory information

1. Identify internal personnel to Internal personnel may include:
whom product inventory  Head office
information advice may be  Managers, supervisors and owners
provided  Sales staff, including counter-staff, ticketing
officers and other client-contact staff
 Marketing department
 Accounting department, including individual
responsible for price setting
2. Identify frequency with which Frequency may relate to:
product inventory information  Prepared schedules for disseminating internal
advice may be provided information, including staff briefings, schedules
staff meetings and management meetings
 Complying with immediate demand where no
prior notice exists
3. Prepare and distribute reports Reports may include:
and product information to  Sales reports
internal personnel  Reservation reports
 Cost comparisons for various product
suppliers
 Features and benefits comparisons for various
product suppliers and/or packages
 Usage rates for various product suppliers and
individual products and/or services
 General management tools to track and
evaluate business performance in conjunction
with financial reports
4. Provide assistance to internal Assistance to internal personnel may include:
personnel  Providing information as required
 Clarifying information and information that is
potentially conflicting
 Making recommendations
 Verifying information sourced by staff

RECORDS OF OPERATE A COMPUTERISED RESERVATIONS SYSTEM
 Project/task :
 Student name :
108

INSTRUCTIONS
Element 1: Identify the features offered by a computerised reservations systems
1. Explain the benefits of and Benefits of and barriers to using a computerised
barriers to using a reservations system may include:
computerised reservations
system Benefits:
 Speedier processing of requests and bookings,
ticketing and quotations
 Central location of information, after data has
been initially loaded onto the system, immediate
access to comprehensive information on clients
and allied reservation details are available
through links via one screen; examples include:
 Destination information, currency, weather,
attractions, transport options, languages, time
zone
 Costs of any product/service, including options,
packages, deals, special offers and conditions
 Airfares, including full flight details such as
departure times, flight times, aircraft
configuration, aircraft type/details
 Airport taxes, application, amount/s and whether
included or additional
 Availability of products or services, including
information such as minimum stay/quantities,
seasonal price fluctuations, peak and low times
 Vehicle details, including details about engine
capacity, seating, options, rear or front-wheel
drive
 Touring inclusions, describing the ‘side’ trips,
cruises, transfers, meals, upgrades, visits and
experiences included in the price
 Product information, providing extensive detail
about a wide range of products and services
such as brand names, styles, colour,
dimensions, weight, options
 Payment requirements, explaining the deposit
and full amount, payment options, due date and
refund conditions
 Health recommendations/pre-requisites,
bookings such as action holidays, require a
certain level of health/fitness of participants
 Customs and immigrations, detailing the items
that must be declared, the legal movement of
items between countries and the requirements
and limitations that apply to passports, visas
109
and permits
 Integration with web-based/online booking
systems
 Allowing multiple uses and multiple sites
 Preserving privacy and confidentiality through
passwords, operator only designations and
system administrator status
 Allowing pre-set limits/allocations/changes, such
as dates, times, maximum room numbers,
maximum bookings to be programmed into the
system.
Barriers:
 Cost of initial establishment
 Training of staff
 System breakdowns and malfunctions, including
the need for system back-ups, system
maintenance and system updates
 Discrepancies occurring between properties
operating a manual reservation system and the
computerised reservations system
 Operational staff tend to focus on the
screen/system as opposed to being customer-
focused.
2. Identify the businesses that Businesses that may use a computerised reservation
may use a computerised system may include:
reservation system
 Retail travel agencies
 Hotels
 Visitor information centres
 Airlines
 Coach companies
 Car rental companies
 Entertainment providers
 Tour operators and wholesalers.
3. Describe the scope of a Scope of a computerised reservations system may be
computerised related to:
reservations system
 Industry-wide access and use
 Use only within an individual property
 Agents making commission-based reservations with
travel, accommodation and other suppliers
 Service suppliers processing requests from
customers, agents and other properties within the
same organisation for travel, accommodation and
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other services
 Bookings from domestic and international
customers, including inbound and outbound, private
and corporate for day trips, transfers, meals,
accommodation, car rental, cruises, theatre tickets.
4. Describe the functions that Functions that can be performed on a computerised
can be performed on a reservations system will vary considerably depending
computerised reservations on the system in use and the other systems to which it
system is interfaced, but may include:
 Interrogating and amending existing data
 Making reservations, including group, individual,
corporate, in-house, commission basis
 Amending reservations, such as extending or
changing dates, altering flights, changing room
numbers
 Determining vacancies and current level of
availability, including tickets, seats, rooms
 Recording customer details
 Recording special request details
 Creating internal and management reports
 Generating client histories and preferences
 Generating mailing lists
 Creating marketing information
 Preparing limited accounting statements.
5. Interpret the screens and Interpret the screens and displays relates to:
displays available within a
computerised  Identifying menus and sub-menus
reservations system  Identifying information fields
 Identifying drop-down menus
 Identifying self-populating fields
 Identifying multiple choice fields
 Identifying mandatory fields
 Identifying character limitations within information
fields
 Using the toolbar menu and using keystrokes to
access fields and menus
 Differentiating between levels of authorisation and
access
 Creating and using passwords and User
Identification to access screens and data
 Using system-specific techniques to move between
fields and screens.
Element 2: Operate the computerised reservation system
111
1. Access the computerised Access may include:
reservations system
 Initiating sequences and protocols
 Using passwords and User IDs
 Ensuring security and privacy.
2. Investigate information Investigate information may include:
contained within the
computerised reservations  Applying access codes
system  Interpreting and using on-screen prompts to
determine required information – these may include
prompts such as ‘Yes’, ‘No’, ‘OK’, ‘Continue?’,
‘Apply’, ‘Update?’, ‘Edit’ and ‘Print’
 Interpreting and applying on-screen abbreviations,
acronyms and options
 Using navigation tools such as buttons and tabs
 Applying correct date formats within the system
 Adhering to system protocols and field size
limitations
 Completing required fields
 Describing the field and menu links available
between screens.
3. Check whether or not a Check whether or not a reservation can be taken may
reservation can be taken include:
on the computerised
reservations system  Accessing relevant existing booking fields which
may include flight number, room status, ticketing
plans
 Confirming booking requirements, including number
of people, dates and times, seating and other
preferences
 Noting limitations that may apply to the intended
booking, including premiums payable, minimum
stay lengths, room type, seating options and special
requirements such as access to the aircraft, baby
cot.
4. Accept and create a Accept and create a reservation must relate to:
reservation on the
computerised reservations  Taking a booking for a new client
system  Taking a booking for an existing client
 Refusing/declining a booking
 Populating all relevant fields required by the system
being used by the host enterprise
 Advising client of requirements as prompted by the
system, such as payment, visa requirements, arrival
requirements, luggage limitations
 Entering required booking details
 Entering required customer details
112
 Confirming the reservation details
 Saving the booking
 Printing a hard copy of the booking.
5. Retrieve a reservation on the Retrieve a reservation must include:
system  Retrieving the booking within the system’s
capabilities, for example: by date, by client name,
by booking type, by flight number, by room number.
6. Amend a reservation on Amend a reservation will depend on the conditions
the computerised applicable to the booking, but may include:
reservations system
 Cancelling the reservation
 Changing the date/s
 Changing times
 Changing the number of people
 Adding children
 Changing seating arrangements
 Adding special requests
 Seeking a variation in rate
 Splitting a reservation
 Entering a deposit paid
 Changing the itinerary
 Adding/deleting products or services
 Changing customer name
 Entering invoice and payment details
 Entering ticketing and voucher details.
7. Print reservation details -
from the computerised
reservations system
Element 3: Process reservations’ communications
1. Print reports from the Reports may relate to:
system  Daily operational reports to track individual staff
activity
 Commission reports
 Marketing segment reports
 Breakdown reports showing bookings by category
(as designated by the host enterprise)
 Transaction summaries
 Weekly and daily summaries
 Monies received, including full payment, partial
payment, commissions and advanced deposits
 Future projections.
113
2. Create and process Internal communications may relate to:
internal communications
using the computerised  Providing designated information, data and
reservations system statistics to other nominated staff who are linked to
the system
 Providing system update information to other
departments within the enterprise to allow them to
plan for changing booking levels
 Ensuring only designated material is available and
accessed
 Ensuring currency and accuracy of material
 Requiring confirmation of data sent to others.
3. Respond to external External requests for information may relate to:
requests for information
using the computerised  Providing information to product or service suppliers
reservations system advising them of bookings made
 Responding to online requests for quotations
 Responding to telephone or in-person queries in
relation to an existing reservation.
4. Create and process -
communications for
external consumption
Verify by Signature

RECORDS OF PRODUCE TRAVEL DOCUMENTATION ON A COMPUTER
 Project/task :
 Student name :

VARIABLE
Element 1: Interpret information required for processing non-air travel documentation
1. Identify deadline for preparation and Non-air documentation may include:
dispatch of non-air documentation
 Accommodation vouchers
 Bus/coach or other forms of transportation
tickets
 Car hire/motor home vouchers
 Cruise vouchers
 Tour vouchers
 Vouchers for attractions/theme park entry
 Vouchers for any tourism product or
service
114
 Meeting or event confirmation letters
 Delegate information packs
 Confirmation vouchers
 Visa forms
 Visas
 Passport forms
 Traveller’s cheque requests
 Passenger itineraries
 Operational itineraries for crews including
tourist guides, drivers and tour managers
 Briefing notes for crews
 Passenger lists
 Rooming lists
 Pro-formas
 Sales returns.
2. Interpret existing reservation data held Reservation data may include:
for the customer to correctly identify all
customer details  Dates and times
 Customer names
 Age of customers
 Contact details of customers
 Number of customers
 Agent details, where relevant
 Address for delivery of documents
 Date for required delivery of documents
 Type of transport, accommodation
 Name of carrier
 Customer preferences
 Special requests
 Seating and/or room allocation.
3. Identify and correctly interpret details of -
specific products and services which
have been sold and confirmed to the
customer
4. Identify confirmed bookings held for Suppliers may include:
customers and costs quoted by product
and service suppliers  Internal suppliers
 External suppliers
 Carriers.
5. Identify sources of general information Sources of general information may include:
115
required to correctly issue all required
documents
 Timetables
 Brochures
 Price schedules
 Contracts with suppliers, providers and
carriers
 Computerised reservation systems
 Database of product suppliers and their
details
 Internet sites
 Visa guides.
6. Check payment status and take -
appropriate action
7. Check for and report any -
discrepancies in costs quoted to the
customer and actual cost of
services and take follow-up action
required to collect any shortfall
Element 2: Process non-air travel documentation
1. Prepare complete and accurate Within designated timeframes refers to:
documentation within designated
timeframes  Compliance with details recorded in the
reservation data.
2. Record all required details with Record all required details must include:
complete accuracy on all
documentation  Following the user instructions that apply
to the computer system in use
 Completing all required fields
 Observing all security and privacy
protocols
 Verifying that all required entries have
been made.
3. Make appropriate calculations and
-
record any required costs on
documents
4. Action payment required by the Action payment required by the supplier may
supplier at the appropriate time in include:
procedures  Requesting payment from the accounts
department, including processing of
cheque, requisition or purchase order
 Self-administering the payment, including:
 Issuing a miscellaneous charges order
 Sending payment by cheque
 Paying via electronic transmission.
5. Check all documentation for accuracy
-
prior to issue and amend as necessary
116
6. Process, file and dispatch copies of Copies of documents may be supplied to:
documents in accordance with host
enterprise and supplier procedures  The relevant internal filing system
and requirements  The accounts department
 Operational personnel involved in tour
delivery
 The supplier of the service to which the
document applies.
7. Dispatch documents according to Host enterprise requirements may include:
customer and host enterprise
requirements  Security of the documents
 Designated method of forwarding
documentation
 Recording evidence of sending of
documents
 Capturing evidence that the customer has
received the documents.
Element 3: Interpret information required for processing air travel documentation
1. Identify deadline for ticketing and Air documentation may include:
dispatch of air documentation and
tickets  Tickets
 Miscellaneous charge orders
 Credit card charge forms
 Exchange tickets
 Reservation alterations and re-validation
stickers
 Pre-paid ticket advices.
Tickets to be issued may be:

 Domestic
 International
 Four-stage tickets
 Conjunction tickets.
2. Identify and interpret reservation -
data held on the customer file
3. Identify and interpret details of Specific air itineraries may include:
specific air itineraries which have
been sold and confirmed to the  Dates and times
customer  Carriers
 Flight numbers
 Seating allocations
 Class
 Destinations
 Connections.
4. Check the air itinerary to ensure Conditions applicable to the particular air fare
117
that it complies with the conditions may include:
applicable to the particular air fare
 Payment deadline
 Ticketing deadline
 Extension ticketing deadline
 Cancellation charges
 Availability of any type of change to the air
itinerary
 Availability of changes to class of air travel
 Amendment fees
 Baggage allowance
 Excess baggage charges.
5. Check the constructed airfare to Check the constructed airfare refers to
ensure it has been costed with checking coverage of the applicable fares
complete accuracy which may include:
 Sector fares
 Through fares
 Promotional fares
 Fares incorporating open-dated travel and
surface segments
 Fares incorporating non-stop, direct and
connecting services
 Fares incorporating airport and other
taxes.
6. Check the file to ensure that -
customer payment has been
received
7. Report any discrepancies in costs -
quoted to the customer and actual
cost of ticket and take any follow-
up action required to collect any
shortfall
Element 4: Process air travel documentation
1. Record all details on air documents Relevant airfare information may include:
according to the relevant airfare
information and regulations  Fares, fare basis and fare rules, including
governing the issuance of the ticket fare types and classes
 Airport codes
 Airline codes
 City codes
 Normal fares
 Discounted fares, including infants,
118
children, students, pensioners and groups
 Fares for unaccompanied children
 Taxes, including domestic head tax, noise
tax, Goods and Services Tax (GST) and
other relevant taxes and government
charges applicable to the host country,
including regional requirements, where
applicable
 General air travel rules and restrictions of
the host country, including regional
requirements, where applicable
 Terms and conditions applicable to
specific fares which may include:
deadlines
 Cancellation charges and other
penalties
 Availability of any type of change to
the air itinerary
 Availability of changes to class of
travel
destination
 Amendment fees
 Over-booking and applicable
compensation
 Insurance
 Refund and transferability of ticket
details
 Baggage allowances, including
charges for excess baggage
 Security requirements, including
searches and dangerous goods
 Restrictions on items that can be
carried in baggage in the hold of the
aircraft, including restrictions on items
that can be taken on-board by
passengers
 Check-in requirements, options and
times, including information relating to
fare forfeiture.
Regulations governing the issuance of the
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ticket may include:
 International Air Transport Association
(IATA) requirements and procedures
 Billing and Settlement Plan (BSP)
requirements.
2. Process coupons in accordance -
with host enterprise, regulatory and
billing and settlement plan
procedures
3. Process any required refunds in -
accordance with host enterprise,
regulatory and billing and
settlement plan procedures
4. Dispatch tickets in a timely manner -
and according to host enterprise
procedures

RECORDS OF PREPARE AND SUBMIT QUOTATIONS
 Project/task :
 Student name :

INSTRUCTIONS
Element 1: Identify the context for the quotation
1. Identify the focus for Quotations may be prepared using manual or
quotations electronic/automated systems and can be prepared for:
 Single or multiple products and services
 Groups or individuals
 One-off arrangements or a series of arrangements
 Tours, trips, travel and transfers
 Accommodation, meals and entertainment
 Guiding services
 Entry to attractions
 Venue and equipment hire
 Meetings, events, functions and conferences.
2. Identify the details for the Details for the quotation may be related to:
quotation
 Name and contact details of the client including
details of the traveller where the contact is not the
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INSTRUCTIONS
user
 Proposed itinerary, including destinations
(intermediary and final destinations), services and
activities required, attractions to be visited
 Accommodation and dining/catering requirements
 Budget
 Dates and times, including specific days, seasonal
imperatives and duration
 Customer numbers and classification, including
adults, children, babies and groups
 Preferred travel options, including destination travel
requirements
 Reasons for trip, function
 Non-negotiable elements that relate to the
quotation
 Previous history of the client in relation to bookings
made.
Element 2: Prepare the quotation

1. Establish files to record the Files to record the quotation may include:
quotation
 Paper-based files
 Electronic files.
2. Identify appropriate Identify appropriate supplier and provider alternatives
supplier and provider may be related to:
alternatives
 Assessing alternatives against the identified
requirements for the quotation
 Evaluating the alternatives against the given criteria
for the quotation
 Accommodating host enterprise requirements in
relation to the use of preferred suppliers, providers
and carriers
 Aligning with established client preferences and
individual client market research data/feedback
 Determine and select suppliers, providers and
carriers to be provided as options to the client.
3. Calculate costs of products Calculate costs of products and services should
and services required for the include:
quotation
 Ensuring comprehensiveness and accuracy of all
information provided
 Negotiating costs with suppliers, providers and
carriers to obtain optimal prices
 Calculating commissions that apply to the quotation
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INSTRUCTIONS
 Calculating mark-up net costs
 Applying host enterprise procedures to determine
selling prices
 Including all relevant and legitimate taxes, fees and
other charges to provide a quotation that has no
hidden charges
 Incorporating currency conversions into the
statement of prices, where applicable
 Factoring allowable discounts
 Considering and including package deals, where
appropriate
 Taking into account seasonal and other premiums
that may apply to bookings
 Estimations based on current year prices.
4. Identify terms and Terms and conditions may relate to:
conditions that apply to
the quotation  Terms and methods of payment, including dates for
payment of deposits and final payment
 Notifications regarding final confirmation of the
booking and, where relevant, numbers
 Cancellations and penalties and charges that apply
 Procedures and charges that apply to name and
date changes for the booking
 Guarantees and warranties that apply to the
products and services covered by the quotation
 Exclusion and limitation of liability clauses
 Identification of the period for which the quotation is
valid
 Whether or not the quotation is subject to change
with or without notice
 Reference to associated terms and conditions as
imposed by third party providers
 General industry rules, regulations and codes.
5. Submit draft quotation for Submit draft quotation may include:
approval
 Provision of draft quotation to supervisor, manager
or designated internal departments
 Verifying inclusions, exclusions and calculations
included in the quotation
 Checking accuracy and comprehensiveness of the
quotation
 Ensuring the quotation conforms with internal
formatting and presentation requirements
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INSTRUCTIONS
 Checking the legitimacy of the quotation.
6. Amend draft quotation, Amend draft quotation may include:
as required
 Revising draft quotation on the basis of feedback
received and/or errors and omissions identified
 Representing revised draft quotation for approval
 Preparing secondary quotations, as appropriate, to
supplement primary quotation as deemed
appropriate by the nature and extent of client
requirements.
7. Record and file the -
approved quotation
Element 3: Submit the quotation
1. Identify the required Submission method may include:
submission method
 Telephone
 Facsimile
 E-mail
 Mail
 Internal communication to other personnel and/or
departments
 In-person presentation to client or group of clients.
2. Provide the quotation -
3. Explain and expand on Explain and expand on the quotation may include:
the quotation
 Providing personal interpretation and explanation of
the quotation
 Providing supplementary information as required
 Explaining the reasons for charges and fees
included in the quotation
 Assisting the client to understand the reputation
and expertise of nominated suppliers, providers and
carriers
 Providing supporting brochures and marketing
materials to assist with understanding of the
quotation.
4. Encourage questions from Encourage questions may include:
the client
 Providing opportunity for client to contact the
organisation and/or person who prepared the
quotation
 Asking client if they have questions
 Being available to respond to questions that are
asked
 Providing accurate and comprehensive responses
to questions that are asked.
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INSTRUCTIONS
5. Advise client of action to Advise client of action to make booking may include:
make booking
 Including organisational contact details in the
quotation
 Advising client of web-based opportunities to lodge
a booking
 Notifying client of any early-bird discounts or
bonuses that apply to placement of bookings before
a nominated date
 Confirming need for deposit to accompany booking,
where applicable.
Element 4: Follow-up the quotation
1. Advise client of any Advise client of any changes may include:
changes that will affect
the provided quotation  Contacting client to advise of price changes that
impact on the supplied quotation
 Advising client of changes to proposed itinerary as
caused by natural and other causes, including
changes occasioned by fire, political unrest, closure
of third party providers, restrictions on travel
 Providing a revised quotation incorporating
identified changes
 Filing the paper-based revised quotation and
updating required electronic files.
2. Provide additional advice -
and assistance, as
requested
3. Maintain contact with the Maintain contact with the client may include:
client
 Adhering to enterprise schedule of contacts with
clients
 Being sensitive to client resentment to contact
 Determining client preferences for contact
 Apologising for contact that is inconvenient
 Accommodating client requests to cease contact.
4. Implement actions to Implement actions to close the sale may include:
close the sale
 Monitoring, identifying and responding appropriately
to client buying signals, including verbal and non-
verbal cues
 Encouraging customer to make purchase decisions
through the use of appropriate and acceptable
verbal and non-verbal prompts, including the
provision of supplementary information, statement
of comparisons, selling the benefits of the
quotation, reminding client of timing limitations that
apply to the quotation, advising client of imminent
price rises that may impact on the products and
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INSTRUCTIONS
services included in the quotation
 Providing approved marketing materials and gifts to
encourage a buying decision
 Providing testimonials from satisfied clients
 Supplying sample products and services, including
the provision of complimentary trips to significant,
large group and/or VIP clients
 Congratulating the client when they make their
positive buying decision
 Thanking the client for their business
 Encouraging the client to make further purchases.
5. Record changes to, and Record changes may include:
communications,
regarding the quotation  Up-dating quotation files
 Notifying relevant other personnel and departments
 Notifying suppliers, providers and carriers, where
appropriate.
Verify by Signature
UNIT 27. FR-D2.TTA.CL2.17

RECORDS OF RECEIVE AND PROCESS RESERVATIONS
 Project/task :
 Student name :

INSTRUCTIONS
Element 1: Describe the elements of the reservation system
1. Differentiate between a manual Differentiate between a manual reservation system
reservation system and a and a computerised reservation system must
computerised reservation system include:
 Identifying of the component parts and elements

of each system
 Explaining the functions and facilities of each
system
 Describing the relative advantages and
disadvantages of each system.
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INSTRUCTIONS
2. Describe the types of bookings Types of bookings may include:
that may be processed
 Accommodation suppliers, including hotels,
guest houses, caravan parks
 Transport carriers, including aircraft, cruise
ships, coaches, limousines
 Day and extended tour operators
 Rental car companies
 Dining and meal reservations
 Entertainment
 Tourist attractions
 Events.
3. Identify the ways in which The ways in which reservations may be received
reservations may be received may include:
 Telephone
 Facsimile
 Mail
 Face-to-face
 Internet/e-mail.
4. Differentiate between Customers who may require reservations should
customers who may require include:
reservations
 Private individual
 Groups
 Corporate customers
 Government agencies
 Conference delegates
 VIPs
 Agencies with whom the enterprise has a
commercial ‘commission paid’ agreement for
sales/bookings, including retail travel
consultants, inbound tour companies, other
venues/properties.
Element 2: Respond to reservation requests

1. Acknowledge customer who
-
wishes to make a reservation
2. Identify required reservation Required reservation details should include:
details
 Asking for reservation details
 Clarifying relevant reservation details, including
names, dates, times and special requests
 Repeating back booking details for confirmation.
126
INSTRUCTIONS
3. Advise customer of availability of Availability of requested booking relates to:
requested booking
 Available
 Not available, booking has to be
refused/regretted
 Available with conditions, such as premium
payment, minimum stay length
 Available, but at a different rate, time, day,
setting, or other required criteria.
4. Offer alternatives if requested Offer alternatives may relate to:
booking is unavailable
 Advising of waitlist options and standby, where
applicable
 Suggesting different times, days, carrier, venue,
etc
 Recommending suitable alternatives.
5. Offer advice and information Offer advice may relate to:
about available products,
services and facilities  Attempting to achieve add-on sales
 Using up-selling techniques
 Making recommendations and suggestions
 Providing advice.
6. Respond to questions asked by Respond to questions may include:
customer
 Providing costs related to the reservation
 Advising of product and service features and
benefits
 Differentiating between available options
 Putting customer in contact with relevant
internal specialist, where applicable
 Taking question on notice, researching the
answer and following up with the customer.
Element 3: Enter reservation details into system
1. Record reservation details Reservation details may include:
 Completing ‘required fields’ in the computerised
reservation system
 Specifying dates, times, numbers, names,
contact details, plus other criteria, such as flight
numbers, seating preferences, car type as
required by the individual reservation type
 Initiating internal documentation and/or file or
folio for the booking
 Complying with internal enterprise reservation
protocols
 Multiple entries on various documents/screens
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INSTRUCTIONS
as required by the enterprise systems.
2. Update and utilise existing Customer history may relate to:
customer history
 Enhancing levels of customer service
 Detailing special requests
 Sharing data with relevant departments
 Confirming existing data.
3. Confirm booking details with -
customer on completion of data
entry
4. Explain relevant reservation Reservation issues may relate to:
issues
 Arrival and departure times
 Payment, including advanced deposits
 Guarantees and warranties that exist, including
identification of instances where they do not
exist or apply
 Refund and exchange policies
 Final confirmation
 Dates for final payment, where applicable.
5. Accept payment for reservation Accept payment may relate to:
 Accepting credit card payment over the
telephone
 Explaining required payment details, including
amount required and due by dates
 Accepting advanced deposits
 Explaining the enterprise’s policies regarding
payments and deposits
 Explaining that all bookings are tentative until
payment is received, where applicable.
6. File reservation File reservation may relate to:
 Simple paper-based entry
 File naming of electronic files
 ‘saving’ reservations on the computerised
reservation system
 Visually confirming the reservation has been
saved, where appropriate.
7. Generate reservation-related Reservation-related documentation may relate to:
documentation
 Invoices, credit notes and receipts
 Reservation confirmations
 Bookings slips, guest folios and other
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INSTRUCTIONS
enterprise-specific records
 Service vouchers
 Distributing documentation as required.
Element 4: Maintain reservations
1. Amend existing reservations Amend existing reservations may relate to:
as required
 Changing stay lengths, dates
 Altering flight, or travel details and itineraries
 Changing times and customer numbers
 Updating customer contact and billing details.
2. Cancel reservations -
3. Follow up unconfirmed Unconfirmed reservations may relate to:
reservations
 Contacting customer for verbal feedback
 Soliciting payment
 Advising of status of reservation subject to non-
payment
 Making courtesy reminder calls
 Advising customers of enterprise requirements
for reservation confirmation and payment.
4. Update internal records, Update internal records may relate to:
documents and files as
required  Recording payment amounts made, such as
payment in full, deposits
 Adjusting records to reflect refunds given and
discounts allowed
 Entering financial data into paper-based or
electronic financial records, as required by the
enterprise
 Preparing records for night audits and report
generation, as required
 Complying with internal record keeping and
accounting protocols.
Element 5: Communicate reservation details to others
1. Notify internal personnel, Notify internal personnel may relate to:
service areas and
departments in relation to  Immediately notifying urgent requests, special
reservations requests, VIPs and late reservations
 Passing on information to the area that is the
host for the booking, as well as all other
relevant support departments and personnel
 Providing all relevant reservation details, such
as times, dates, special requests, guest status,
payment status, promises made.
2. Notify external organisations Notify external organisations may relate to:
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INSTRUCTIONS
in relation to reservations
 Immediately notifying urgent requests, special

requests, VIPs and late reservations
 Providing all relevant reservation details, such
as times, dates, special requests, guest status,
payment status, promises made
 Indicating details of commissions
payable/receivable.
UNIT 28. FR- D2.TCS.CL5.01

RECORDS OF APPLY POINT OF SALE HANDLING TECHNIQUES
 Project/task :
 Student name :

Element 1: Prepare point of sale for service
1. Identify point of sale equipment, Point of sale equipment, facilities and systems
facilities and systems may be related to:
 Cash register/terminal, including stand-alone
and integrated units and systems, and cash
drawers
 Scanners
 Electronic labelling equipment
 Electronic funds transfer point of sale
(EFTPOS) facilities
 Portable data entry equipment
 Internal cash transfer systems
 Weighing machines
 Internal communication systems
 Security systems
 Wrapping and packing equipment
 Documentation including all sales, complaint,
refund, lay-by, returned goods and other
operational and advice related forms,
vouchers, brochures and documents.
2. Prepare point of sale equipment, Prepare point of sale equipment, facilities and
facilities and systems for use systems may include:
 Turning on power to electrical units, as
130
required
 Conducting pre-start operational checks
 Following manufacturer’s instructions
 Complying with in-house procedures and
requirements
 Replenishing depleted supplies required to
support point of sale operation
 Obtaining money to enable sales transactions,
including floats and change
 Changing dates and operator identification on
point of sale registers/terminals, if required
 Replacing register/terminal audit roll
 Cleaning equipment and facilities
 Confirming operational readiness of all
equipment, facilities and systems
 Tidying service area.
3. Open the point of sale area for Open the point of sale area may include:
service
 Confirming operational readiness with
supervisor
 Obtaining authority to commence processing
sales
 Removing barriers
 Unlocking doors
 Turning on service light
 Inviting customers to the sales processing
area.
Element 2: Operate point of sale equipment

1. Operate point of sale equipment, Operate point of sale equipment, facilities and
facilities and system according to systems should include:
manufacturer’s instructions
 Registers/terminals:
 Opening register/terminal
 Recording/registering sales including
single and multiple sales using scanning
facilities and alpha-numeric and function
keys
 Performing price /product look ups (PLU)
 Cancelling items
 Entering ‘no sales’
 Activating receipt function
 Performing item enquiries
 Calculating discounts
131
 Entering ‘reduced to clear’ items
 Changing prices/system to accommodate
‘happy hours’
 Performing closing functions according to
house practice, including reconciliation
and clearing procedures
 Locking registering
 Scanners:
 Using hand-held scanners and integrated
scanners
 Reading prices from coded items
 Conducting single and multiple reads
 Operating the terminal/register in
conjunction with scanner operation
 Electronic labelling equipment:
 Generating electronic adhesive and other
labels
 Producing bar code labels to integrate
with electronic terminals/sales
 EFTPOS facilities:
 Processing credit and debit sales
 Adhering to house/floor limits, as
applicable
 Refusing/regretting declined transactions
 Processing electronic sales
documentation
 Performing ‘cash out’ function, where
applicable
 Performing required security checks to
validate transactions
 Portable data entry equipment:
 Initiating equipment
 Charging the unit and exchanging
batteries/power units
 Entering stock data according to house
policies
 Amending data, including adding stock to
initial entries, allowing for sold and/or
damaged, or out-of-date stock, correcting
input errors
 Transferring/transmitting data
 Creating totals and generating required
reports and/or statistics resulting from use
132
of portable data entry equipment

2. Operate point of sale wrapping Wrapping and packing equipment may include:
and packing equipment and use
wrapping and packing materials  Plastic and paper wrapping equipment,
according to manufacturer’s including shrink-wrap and heat-seal items,
instructions and house policies where applicable and rollers and cutters
 Tape and string dispensers.
Wrapping and packing materials may include:

 Paper, bubble wrap, tissue paper and plastic
film, including gift wrapping items
 Styrofoam spacers
 Pre-used/re-cycled cartons, boxes and crates
 Built boxes and containers
 Bags and pouches
 Tubing, hat boxes and suit bags
 Bottle bags
 Envelopes
 Mailers
 Tape, string and other ties, including
decorative tape and ribbons.
Element 3: Conduct point of sale transactions
1. Process sales in accordance with Process sales may include:
customer wishes
 Scanning item
 Using product look ups (PLU) function/keys
 Referring to hard copy price lists
 Reading and interpreting labels
 Visually identifying product or service to be
paid for
 Entering data into register/terminal using keys
 Factoring in allowable discounts
 Determining final selling price for items
purchased, including sub-totalling purchases if
requested by customer
 Registering transaction, including activation of
item and/or departmental keys, where
applicable
 Explaining charges to customers
 Resolving disputes relating to selling prices
and prices charged, including techniques for
addressing situations where customers have
been over-charged
133
 Removing items from the transaction as
required by customer
 Re-keying/re-processing transactional errors
2. Accept payment for goods and Accept payment should relate to:
services purchased
 Accepting payment by cash
 Identifying and processing non-cash payment
options as accepted by the host enterprise,
including cheques, travellers’ cheques, debit
and credit cards, vouchers, accounts including
charges posted to guest room
 Demonstrating effective and secure cash
handling skills
 Calculating and supplying correct change.
3. Establish rapport with customers Establish rapport with customers may include:
during the service
 Greeting customer, including use of customer
name, where appropriate
 Demonstrating respect for and appreciation of
the customer and their purchase
 Responding to customer questions
 Initiating and participating in polite
conversation with customers
 Notifying customers of specials available
 Congratulating customer on their purchase
 Entering customer into applicable
competitions, as applicable, on the basis of
their purchase.
4. Optimise sales for each Optimise sales may include:
transaction, as appropriate
 Making recommendations and suggestions
 Applying up-selling techniques
 Applying add-on sales techniques
5. Process returns, refunds and Process returns, refunds and exchanges will
exchanges include:
 Evaluating transaction against house policies
and legal requirements that apply to return,
refund or exchange transactions
 Acting as an agent for the customer while
protecting the position of the enterprise
 Applying fairness and high levels of customer
service skills to each return, refund or
exchange transaction
 Apologising, where appropriate
 Explaining situations where a return, refund or
exchange cannot be processed
134
 Verifying proof of purchase, or proof of
ownership, for return, refund or exchange
transactions
 Completing the appropriate documentation to
record the transaction
 Contacting supervisor for advice and
guidance, where required
 Recording the process, as appropriate, on the
point of sale register/terminal.
6. Create and maintain efficient Create and maintain efficient service levels may
service levels at point of sale include:
area
 Processing transactions quickly but not at the
expense of acceptable customer service
levels
 Monitoring the point of sale area to identify
and action situations where operational
requirements, including cash/change and
service-related documents are running short
 Advising customers of expected delays in
processing their transactions, including
explaining the cause of the delay and advising
the anticipated length of delay
 Clear and clean service area where spills
have occurred
 Monitor and clean the area around the point of
sale service area.
7. Conduct bag searches Conduct bag searches may include:
 Advising customer of intent to search bag
 Complying with host country legislation and
enterprise policies in relation to bag searches
 Inspecting customer bags without touching
contents
 Implementing house policy where customer
refuses to allow their bag(s) to be searched
 Advising security and/or management where
an illegal act is suspected or has been
detected.
8. Complete point of sale Point of sale documentation may include:
documentation to accompany
transactions  Advance deposits
 Refunds, returns and exchanges
 Invoices and receipts
 Paperwork related to non-cash transactions,
including vouchers, accounts and charges to
135
rooms
 Special orders and special requests
 Lay-bys
 Stock transfers
 Discarded or un-useable stock that has been
removed from sale
 Electronic funds transfer point of sale
(EFTPOS) sales and transactions
 Cash transfers and internal change
requisitions
 End-of-trade or end-of-shift reconciliations.
Element 4: Wrap and pack items
1. Select appropriate wrapping and Select appropriate wrapping and packaging
packaging material for goods material may include:
 Matching materials to the product to be
wrapped
 Ensuring protection of fragile items
 Taking into account the costs associated with
wrapping and packaging options
 Accommodating specific customer
requirements, where possible
 Providing gift wrapping services, where
applicable
 Charging customer for nominated wrapping
and packaging as appropriate to house
policies.
2. Wrap and pack items Wrap and pack items may include:
purchased by customers
 Ensuring safety of items wrapped and packed
 Presenting an appealing final product to the
customer
 Completing the wrapping and packaging
process in a timely manner commensurate
with high levels of customer service
 Ensuring final packages are secure, not too
heavy or over-loaded and able to be carried
by the customer or transported by a carrier, as
appropriate
 Providing special wrapping and packaging
services for goods that are to be transported
or delivered.
3. Make arrangements to forward Make arrangements to forward or transfer goods
or transfer goods in accordance may include:
with customer requirements
136
 Obtaining and recording delivery details
 Contacting agents for transportation on behalf
of the customer
 Obtaining payment for delivery, as appropriate
 Advising customer in relation to relevant legal
issues, including prohibition on the delivery of
tobacco and alcohol to minors
 Forwarding items to customer pick-up bays or
to other areas for collection by delivery
service providers
 Insuring items prior to transit
 Notifying customer when goods have been
dispatched
 Following up with customers to ensure items
have arrived as anticipated
Element 5: Close the point of sale area
1. Close and reconcile the Reconcile the register/terminal may include:
register/terminal
 Counting the cash drawer
 Undertaking register/terminal readings
 Determining anticipated takings
 Determining actual takings, including
consideration of all cash and non-cash
transactions
 Recording takings details onto the appropriate
internal documentation
 Investigating discrepancies within designated
scope of authority.
2. Shut down point of sale -
equipment
3. Requisition items required for Requisition items may include:
next session
 Stock items, where required by house
operating policies
 Items required to support the operation of the
point of sale area, including security devices,
documentation, wrapping and packaging
materials
 Change
 Special requests.
4. Activate security systems, Activate security systems may include:
where appropriate
 Turning on security devices
 Locking doors, windows and display cabinets
 Setting alarms
137
 Conducting physical inspection of the area to
ensure no people remain on the premises
after lock up.
5. Finalise internal Internal documentation related to transactions
documentation related to and service may include:
transactions and service
 Vouchers that have been accepted as
payment
 All documentation to support non-cash
transactions
 Invoices to support cash payments made from
the register/terminal
 Signed documentation to support postings to
accounts
 Cash summary sheets
 Takings sheets
 Change request forms
 Refund, return and exchange documentation
6. Notify management of issues Issues arising during service session may relate
arising during service session to:
 Disputes with customers
 Suspicious persons or events
 Instances where equipment or systems
malfunctioned or failed to function as required
 Instances where service, safety or security
levels were compromised
 Theft, assaults or emergency situations,
including situations where outside assistance
or authorities were involved
 Suggestions made by customers, including
feedback received whether solicited or not.

RECORDS OF DEVELOP A MARKETING STRATEGY AND COORDINATE SALES ACTIVITIES
 Project/task :
 Student name :
138

VARIABLE
Element 1: Collect and analyse information on the business environment
1. Identify and analyse information on expected Information may include:
market growth or decline with associated risk
factors  Current performance data
 Sales and contracts
 Forecasted trends and opportunities
 Available resource commitments and
capacity.
2. Gather and analyse comparative market Analyse comparative market information may
information relate to:
 Best practice information
 Benchmarking
 Competitor information.
3. Identify and analyse industry and customer Trends and developments may be:
trends and developments, including
emerging issues and technology  Economic
 Ecological/environmental
 Government activities
 Social and cultural
 Demographic
 Technological
 Industrial.
4. Identify and analyse the legal and ethical Legal and ethical constraints may include:
constraints of the market and potential
business impacts  Legislation
 Regulation
 Codes of practice
 Cultural expectations and influences
 Social responsibilities, e.g. Protection of
children and environmental issues.
5. Identify and analyse capabilities and resources Capabilities and resources may include :
 Human resources
 Financial resources
 Equipment capacity
 Staff skill levels
 Hours of operation
 Communication capabilities
 Location/position
 E-business capacity.
139
VARIABLE
6. Record and report information in accordance

with enterprise requirements
Element 2. Prepare marketing strategies or plans

1. Identify and analyse opportunities based on
internal and external market analysis
2. Develop marketing and sales strategies that Marketing and sales strategies may be for:
are consistent with the direction, values and
business plans of the enterprise  A new or existing, specific product or
service
 A small/medium sized business enterprise
 A destination
 A single event
3. Develop strategies in consultation with key Appropriate professional development

stakeholders that clearly identify business may include:
goals and outcomes
 Mentoring
 Coaching
 Training
 Peer support.
 Market and sales indicators
 Brand value
 Quality standards and criteria
 Performance benchmarks
 Milestones.
4. Prepare marketing strategies that reflect
legal and ethical constraints
5. Provide timely opportunities for colleagues to Colleagues may include:
contribute to the marketing plan and
approach  Full-time, part-time, casual or contract
staff
 People with varying degrees of language
and literacy
 People from a range of cultural, social and
ethnic backgrounds
 People with a range of responsibilities and
job descriptions.
Marketing plan and approach should include
quantitative statements in terms of:
 Profit
 Volume
 Value
140
VARIABLE
 Market share
6. Submit marketing plan for approval in
accordance with enterprise policy
Element 3. Implement and monitor marketing activities and sales strategies

1. Define and communicate clearly all priorities, Appropriate methods that produce
responsibilities, timelines and budgets, verifiable data may include:
involving all appropriate colleagues
 Mystery guest
 Customer satisfaction survey
 Customer/guest interviews
 Representative sampling activities
 Industry benchmarking.
2. Implement and monitor actions detailed in -
the plan/s in a cost-efficient manner and
according to schedule and contingencies
3. Produce reports in accordance with Evaluate and report on customer service

enterprise policy may relate to:
 Service quality evaluations
 Customer satisfaction evaluations
Designated groups or individuals may

relate to:
 Owners
 Board of directors
 Managers
 Supervisors
 Marketing personnel.
4. Share information on marketing activities and Marketing activities may include:
sales strategies with staff to maintain
awareness of current enterprise focus  Mass marketing
 Differentiated target marketing
 Product variety marketing
 E-business.
Sales strategies may include:

 Promotional activities
 Sales techniques
 Territory management
141
VARIABLE
 Rapport building
 Product knowledge
 Administration procedures and
requirements
 Time management
 Negotiation skills.
Element 4. Implement sales policies and procedures

1. Implement and monitor adherence to Enterprise policy and procedures in regard to:
enterprise policy and procedures and relevant
legislation in regard to selling  Selling products and services
 Sales transactions
 Reporting.
Relevant legislation may include:

 Tobacco laws
 Liquor laws
 Industry codes of practice
 Occupational health, safety and welfare
 Pricing procedures, including tax
requirements
 Trading hours
 Transport, storage and handling of goods.
2. Implement and monitor organisation
policy and procedures in regard to sales
transactions
3. Monitor team to ensure information is entered A team may include:

into point of sale equipment accurately
 Small work teams
 Business team
 Full-time, part-time, casual or contract
staff
 People with varying degrees of language
and literacy
 People from a range of cultural, social and
ethnic backgrounds
 People with a range of responsibilities and
job descriptions.
4. Monitor team to ensure the efficient and Customers may include:
safe handling of goods through point of
sale areas  New or repeat contacts
 External or internal contacts
 Customers with routine or special requests
142
VARIABLE
 People from a range of social, cultural and
ethnic backgrounds and with varying
physical and mental abilities.
5. Monitor team to ensure that products and
services are matched to customers’ needs
Element 5. Monitor achievement of sales targets, business goals and outcomes

1. Monitor and record individual and department Enterprise policy and procedures in relation
sales targets according to enterprise policy to:
and procedures
 Sale of products and services
 Sales planning and evaluation
 Approval processes
 Interaction with customers
 Interaction with colleagues.
2. Monitor and record sales results in line
with sales targets and according to
enterprise policy and procedures
3. Provide feedback to management and Feedback to management and staff may

staff on sales performance in relation to include:
sales targets and planning
 Presentations
 Reports
 Informal meetings
 Email
 Financial reports
 Business documents
 Records of sales.
Element 6. Determine factors affecting attainment of sales targets

1. Regularly monitor progress towards sales
targets
2. Evaluate factors affecting sales Factors affecting sales performance may

performance against the agreed sales include:
targets
 Customer requirements
 Market share
 Competitor activities
 Quality of products or services
 Presentation or merchandising of the
product
 Associated sales
 Associated promotions
 Promotional tie-ins or co-location
143
VARIABLE
 Merchandise availability
 Logistics.
3. Anticipate and address factors likely to
impinge upon attainment of sales targets
4. Approve amended or new sales targets

according to business policy and
procedures
Element 7. Conduct ongoing evaluation

1. Evaluate marketing and sales activities using Agreed parameters and benchmarks may
agreed parameters and benchmarks include:
 Volume
 Price
 Territory
 Customer accounts
 Trading terms
 Market share
 Customer satisfaction.
2. Make adjustments in accordance with
evaluation
3. Communicate and implement agreed

changes promptly
Verify by Signature
(Teacher/Trainer/Supervisor)

RECORDS OF MAINTAIN QUALITY CUSTOMER/GUEST SERVICE
 Project/task :
 Student name :
STEPS/ELEMENTS AND INSTRUCTIONS RECORDS OF ACTIVIES AS NOTES

RANGE OF VARIABLE
Element 1: Identify customer/guest requirements
1. Research and assess needs of customers and/or Research may include:
guests
 Interviewing colleagues
and clients
 Focus groups
144
RANGE OF VARIABLE
 Data analysis
 Product sampling
 Sales data review.
2. Conduct data analysis to identify deficiencies in Data analysis may include:
service delivery
 Data sampling
 Statistical analysis
 Comparison between
current and previous
research.
3. Identify options to improve service levels Service levels may relate to:
 Service quality
 Customer satisfaction
 Staff attitude
 Appearance of venue, staff,
etc.
 Atmosphere of venue
 Responsiveness of staff to
customer requests
 Delivery times
 Prices or costs
 Product or service
availability
 Courtesy and politeness.
Element 2: Ensure delivery of quality products/services

1. Ensure products/services meet customers’ needs Customers’ needs may relate
and reflect enterprise standards to:
 Advice or general
information
 Specific information
 Complaints
 Purchasing organization's
 Returning organization's
 Accuracy of information
 Fairness/politeness
 Prices/value.
2. Ensure team performance consistently meets
-
enterprise standards
145
RANGE OF VARIABLE
3. Assist colleagues to meet and exceed customer Appropriate professional
service standards by providing appropriate development may include:
professional development
 Mentoring
 Coaching
 Training
 Peer support.
Element 3: Evaluate customer service
1. Review customer/guest satisfaction with service Appropriate methods that
delivery using appropriate methods that produce produce verifiable data may
verifiable data include:
 Mystery guest
survey
 Customer/guest interviews
 Representative sampling
activities
2. Compare systems, records and reporting -
procedures in order to identify and report on any
changes in customer satisfaction
3. Evaluate and report on customer service Evaluate and report on
evaluation outcomes to designated groups or customer service may relate to:
individuals
 Service quality evaluations
evaluations
Designated groups or
individuals may relate to:
 Owners
 Board of directors
 Managers
 Supervisors
 Marketing personnel.
4. Obtain agreement on appropriate course of action -
to take to overcome problems and adjust
products and services in consultation with
designated individuals or groups
146
UNIT 31. FR- D2.TGA.CL6.06
RECORDS OF OPERATE AN AUTOMATED INFORMATION SYSTEM
 Project/task :
 Student name :

INSTRUCTIONS
Element 1: Identify the context for use of an automated information system
1. Identify a range of information Information systems and sources in use may include:
systems and sources in use
within the industry  Internet
 Enterprise-specific systems designed by the host
enterprise
 Government travel and tourism authority and
agency information systems
 Industry-based systems, including local, regional,
domestic and international information systems
 Free-of-charge and fee-for-services information
systems and databases
 Computerised reservation systems.
2. Describe policies and Policies and procedures may relate to legal, financial
procedures for operating an and host enterprise requirements which may include:
automated information system
 System access protocols, including levels of
access, log-on and log-off protocols
 Program and data change controls
 Authentication of customers and users
 Validation of on-line information sources
 Electronic transactions legislation of the host
country, where applicable
 Confidentiality of customer and business data,
including privacy concerns
 Security and integrity of information, including
building/office and premises/building security
 Type and level of encryption, including use of
private key infrastructure
 Intellectual property rights, including security of
same and guidelines regarding use
 Validity of contacts and contracts initiated or
147
INSTRUCTIONS
established via the automated information system,
including non-repudiation
 Legal jurisdiction issues
 International trade issues
 Archiving requirements.
3. List information that may be Information may relate to a wide and diverse range of
available through an topics and may include:
automated information
system  Travel, including air, cruise, train, bus and car
 Destinations, including statistical information and
details relating to climate, currency, maps, travel
guides, events, languages, history, safety,
government information, time zones, culture and
communications
 Tourist activities and attractions, including natural
and man-made
 Tours, trips, sight-seeing and excursions
 Accommodation facilities ranging from five-star to
back-packer venues and including, blocked dates,
seasons and times, minimum purchase, use,
booking and stay requirements, where applicable
 Services, including medical, personal,
entertainment, sporting, shopping
 Travel requirements, including requirements
relating to entry, passport, visas, warnings and
advisory bulletins, customs information
 Finance and travel insurance
 Allotments of any type of tourism product,
including accommodation, seats, entry passes
 Rates, costs and tariffs, including details relating
to specials, packages, discounts, peak and low
season rates, premiums, commissions and group
rates
 Terms and conditions of sale, including details
that apply to the business and to clients and
purchasers
 Booking requirements, including details required
and timeline pre-requisites for advanced
bookings.
4. Identify the functions of an Functions should relate to:
automated information system
 Individual system options and functions
 Data entry and retrieval
 Data storage and processing
148
INSTRUCTIONS
 Production of hard copy information
 System flags and triggers for attention and action
 Basic operational system back-up procedures
 Interface with other systems and operational
requirements.
Element 2: Access information using an automated information system

1. Identify information Information requirements may relate to:
requirements
 Requests from colleagues and other associated
agencies/businesses
 Requests from clients, including responses to on-
line requests
 Clarification of existing information on the system
 Specification of data that is required.
2. Identify and select appropriate
-
sources of information
3. Apply search techniques to Apply search techniques and interrogating the system
locate identified information may include:
 Using search engines, including advanced search
features and search engines specific to identified
fields of information/knowledge
 Using appropriate key words
 Investigating indices, catalogues and directories
provided by search engines
 Using confidence and relevancy ranking, where
appropriate
 Querying and/or refining searches
 Using internal website search engines
 Using boolean search techniques
 Using multiple or meta search tools within a range
of key words
 Using domain name searches
 Using database search functions
 Following relevant links
 Retrieving required information
 Complying with system and host enterprise
requirements.
4. Interrogate the system to Interrogate the system may include:
secure full range of
information available on  Accessing necessary screens and fields related to
the system the search topic
 Using designated access protocols at differing
149
INSTRUCTIONS
levels of authorisation, including passwords and
access codes
 Searching fields
 Opening screen options, including links, drop-
down menus and related files and folders
 Conducting searches
 Referring to the operations manual to identify
advanced interrogation techniques.
5. Verify captured information Verify captured information may include:
meets identified need
 Checking with person who made the request for
information
 Comparing request criteria with information that
has been sourced and obtained
 Checking currency of the data
 Verifying the source of the data, including
assessing reputation and credibility of information
provider
 Conducting follow-up searches and research as
necessary
 Complying with host enterprise requirements.
Element 3: Obtain information using an automated information system
1. Enable access to required Enable access may include:
system and/or information
 Obtaining internal authority to register with, or
access, a site or system
 Making payment or placing order, where required,
to access a user-pays system
 Registering host enterprise details with
information provider
 Submitting access codes, information and data to
enable access by others, including details relating
to various access levels, where applicable
 Issuing authorities for staff to access sites and
files, including details relating to various access
levels, where applicable
 Book-marking relevant sites
 Complying with host enterprise requirements.
2. Select required information Select required information relates to:
 Considering available sources of potential
information
 Determining and interrogating appropriate sources
 Choosing best option data to meet identified need.
3. Download information Download information may include:
150
INSTRUCTIONS
 Saving data to files and folders
 Producing hard copy material
 Enabling on-screen visual access without saving
data
requirements.
4. Print information Print information refers to:
 The production of information in hard copy form.
Element 4: Use information from information an automated information system
1. Forward information as Forward information may include:
required
 Sending files to linked computers and/or systems
 Distributing hard copy information, including
distribution to internal colleagues and external
businesses and clients
requirements.
2. Save identified information Save identified information may include:
 Saving electronic files to nominated folders and
files
 Saving hard copy data to paper-based files
 Maintaining version control
 Recording data source.
3. Manipulate accessed Manipulate accessed information may include:
information
 Performing calculations to determine options
 Processing data to generate optimal solutions
 Integrating data into databases
requirements.
4. Report on findings Report on findings may include:
 Supplying electronic, verbal or hard copy
suggestions, recommendations and findings to:
 Management
 Colleagues
 Businesses
 Clients.
Element 5: Up-date and maintain information on an automated information system
1. Enter data onto automated Enter data refers to uploading information to the host
information system enterprise system and must include:
 Entering data in a timely manner
151
INSTRUCTIONS
 Ensuring accuracy and completeness of data
within files and fields
 Ensuring all files and fields are completed as
required
 Integrating data with other information, as
required
requirements.
2. Save and back-up data Save and back-up data may include:
 Complying with relevant schedules
 Archiving material
 Storing data off-site
 Completing documentation to support data saving
and back-up
requirements.

RECORDS OF PROCESS A FINANCIAL SALE TRANSACTION
 Project/task :
 Student name :

Element 1: Prepare point of sale area for operation
1. Prepare point of sale Prepare point of sale register/terminal may be
register/terminal for operation related to:
 Turning equipment on
 Altering date
 Updating price/product look up (plus) to
reflect specials and deals
 Checking operation of register/terminal
 Verifying audit roll and/or replacing as
required
 Cleaning register/terminal.
2. Open point of sale register/terminal Open point of sale register/terminal may include:
152
 Entering individual staff member operator
code
 Verifying correct operation of
register/terminal.
3. Obtain cash float Cash float may involve:
 Verifying contents of float
 Clarifying and addressing discrepancies
 Signing for float.
4. Ensure supplies of change Supplies of change could include:
 Ordering of change and completion of correct
documentation
 Obtaining sufficient notes and coins
 Exchanging notes for coins
 Signing for change
 Securing supplies of change.
5. Obtain supplies of point of sale Point of sale documentation may relate to:
documentation
 Register/terminal audit rolls
 Register/terminal receipt rolls
 Receipt book
 Refund documentation
 Change ordering documentation
 Reconciliation documentation
 Credit card documentation.
6. Clean and tidy the point of sale -
area and equipment
Element 2: Process payments and receipts during trade
1. Calculate or verify amount due Amount due may include:
from customer/guest
 Calculating all service fees
 Ensuring appropriate discounts are given to
customers/guests
 Calculating appropriate taxes, fees and levies
 Explaining all charges to customers/guests.
2. Accept cash payments and issue Cash payments may relate to:
receipts
 Payment in notes and coins
 Payment in a foreign currency
 Verifying money presented by
customer/guest
 Calculating currency exchange rates and
relevant fees, where applicable.
Issue receipts may relate to:
153
 Issuing receipts via cash register/terminal
 Issuing hand written receipt
 Complying with legal requirements of host
country to provide receipt.
3. Accept non-cash payments Non-cash payments may relate to:
and issue receipts
 Debit and credit cards
 Checks, including personal, business and
travellers’’ checks
 Electronic funds transfers at point of sale
 In-house vouchers
 Charges to company accounts
 Foreign currency
 Making required checks to ensure
authenticity of payment option.
4. Process advanced deposits and Advanced deposits and payments may relate to:
payments
 Accommodation
 Functions
 Meals and beverages
 Room hire and associated charges
 Pre-payments for assorted events
 Payment by cash and other means.
5. Process refunds Process refunds may include:
 Recording reasons for refund
 Ensuring refunds are valid
 Completing required internal documentation
 Maintaining positive customer/guest
relationships
 Gathering feedback from customer/guest
 Providing refund in the approved form.
6. Give change as required
-
7. Complete required Required documentation may include:
documentation throughout
trading to record transactions  Internal documentation
 External agent documentation.
8. Issue cash internally, as required Issuing cash internally may include:
 Validating documentation and identity of
person requesting change/money
 Adhering to internal policies and procedures
 Processing required documentation to
support the internal transaction
154
 Processing disbursements
 Providing change to other departments and
registers/terminals.
9. Make cash payments on behalf of Make cash payments could include:
the enterprise
 Checking documentation
 Verifying authenticity of the charge/payment
 Obtaining receipt for payments made
 Forwarding documentation to designated
internal department.
10. Apply appropriate Customer/guest service skills could relate to:
customer/guest service skills
 Creating and maintaining positive
environment
 Resolving charging issues and problems
 Negotiating solutions
 Providing sales and product advice to
customers/guests
 Maintaining security of cash.
Element 3: Reconcile financial transaction at end of trade
1. Close point of sale -
register/terminal
2. Secure point of sale area Making point of sale secure may include:
 Standard procedures for cash handling, such
as taking cash from customers and providing
change to customers
 Managing floats
 Removing excess cash from
registers/terminals
 Internal protocols for counting money which
may include location, staff members, times,
techniques
 Standard procedures for dealing with
customer claims that they have been short-
changed
 Hold-up procedures
 Internal cash movement protocols
 On-site security of cash on the premises.
3. Obtain register/terminal Obtaining register/terminal reading could include:
reading
 Authorizations to read register/terminals
 Difference between x and z readings
 Using register figures to calculate expected
takings for the period.
4. Count cash in register/terminal Count cash could relate to:
 Separating float from other monies
155
 Making up float to required amounts and
denominations
 Ensuring security of cash and safety of staff
and customers
 Accuracy of counting
 Bundling of notes
 Counting coins into required bags
 Recording of takings and actual cash sums.
5. Calculate non-cash -
payments/receipts for the
period
6. Determine balance between Determine balance may include
register/terminal reading and
cash and non-cash totals  Determining expected totals
 Calculating actual cash and non-cash takings
 Comparing expected and actual figures
 Factoring in relevant documentation such as
cash out slips, refunds, disbursements,
complimentary sales and excess monies
removed from the register/terminal during
trade.
7. Investigate and resolve Investigate and resolve discrepancies may
discrepancies with takings include:
 Re-counting cash
 Re-calculating non-cash totals
 Checking audit roll for comments in relation to
over-rings
 Analysing sales shown on audit roll
 Checking with staff to identify possible
causes of discrepancies
 Verifying additions and all documented
calculations
 Checking supporting documents.
8. Complete end of shift takings End of shift takings documentation may include:
documentation
 Completing change order forms
 Completing daily takings sheets
 Completing non-cash documentation
 Signing off from register / terminal.
9. Forward documentation and
takings to designated location
156
UNIT 33. FR- D2.LAN.CL10.01
RECORDS OF USE ENGLISH AT A SUPERVISORY LEVEL
● Project/task :
● Student name :
● Teacher/trainer/third party (supervisor) :

Element 1: Use English to induct new employees
1.1 Welcome new employee(s) and Key personnel may include:
introduce them to key personnel
● Human resources department staff
members
● Team leaders
● Co-workers
● Information technology (it) support

staff
● Fire warden
● First aid officer
● Training manager
● Finance staff.
1.2 Explain how the position relates -

to others in the company
1.3 Speak positively about the -
company structure, goals and
priorities
1.4 Give information about the new Employees roles and responsibilities
employee’s roles and may include:
responsibilities
● Presenting a professional manner
● Punctuality
● Reporting occupational health,

safety and welfare or other issues
identified by local rules or
regulations
● Absenteeism responsibilities.
157
1.5 Show and explain features in Features in the work area may include:
the work area
● Personal work space, lockers,
bathrooms, lunch room
● Security issues such as opening

and closing times and routines
● Storage of supplies
● Notice boards
● Computers and log on requirements
● Location of first aid kits
● Photocopy facilities
● Emergency evacuation points.
1.6 Outline details of any training Training requirements may include:

requirements
● Occupational health, safety and
welfare
● Information technology (IT)
● Telephone answering protocols
● First aid
● Customer service
● Sales and marketing
● Equipment maintenance
● Quality assurance.
Element 2: Conduct a staff meeting

2.1 Notify all relevant staff of
-
scheduled staff meeting
2.2 Draw up an agenda for the staff
-
meeting
2.3 Chair the meeting Chair a meeting may include:
● Welcome and introductions
● Adherence to the agenda
● Appointment of someone else to

take the minutes of the meeting
● Management of the group dynamics
158
by allowing contributions from
everyone rather than letting one or
two people dominate the discussion
● Keeping the discussion on track and

sticking to the time allotted
● Clearly stating the problem or

priorities
● Summarising points of view

objectively
● Agreeing who is going to do what

and by when in a set of action steps
in the action plan
● Setting the time and date for the

next meeting.
2.4 Develop an action plan and Develop an action plan and dates
dates relates to:
● The identification of who is to do the

agreed action
● The date the action is to be

completed.
Element 3: Supervise and motivate a work team
3.1 Give clear instructions of work -
to be completed and realistic
deadlines
3.2 Check instructions have been -
understood by all involved
3.3 Give constructive feedback on Constructive feedback on performance
performance may include:
● Genuine praise
● Suggestions on how to improve

performance
● Suggestions for alternative

strategies to complete a task
● Outline of consequences if certain

steps are not carried out correctly.
3.4 Seek suggestions for -
improvements from staff
Verify by Signature
:
159
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● Title of Qualification/occupation Certification Scheme

● List of Competency Standards

● The name of the participant

● Forms for a recording of every competency standard.

● Verification by the instructor, trainer, or industry supervisor.

● Unit Number: unique number identifying the particular competency

STEPS/ELEMENTS AND RECORDS OF ACTIVIES AS RANGE OF NOTES

● Speaking clearly and concisely

● Using appropriate language and tone

● Maintaining eye contact in face-to-face

● The use of appropriate non-verbal

1.5 Complete routine Workplace documentation may include:

● Invoices and purchase orders.

Organisation standards, policies and

● Organisational standard report forms

● Quality systems, standards and

● Critical incident reviews

● Impromptu questioning of customers to

● Chance discussions with customers

● Coaching and mentoring

● Seeking the opinions of others.

Certificate relate with

● The use of non-discriminatory

● Using non-sexist and gender inclusive

● Preferences for personal interactions.

3.5 Identify, - Letter of decree

STEPS/ELEMENTS AND RECORDS OF ACTIVIES AS RANGE NOTES

Issues which may cause conflict may Letter of decree teaching

2.2 Identify issues which may Letter of decree teaching

2.5 Refer issues and problems Letter of decree teaching

STEPS/ELEMENTS AND RECORDS OF ACTIVIES AS RANGE OF NOTES

● Location of relevant health and safety

● Specific risks and necessary control

● Equipment related hazards

● Slips, trips and falls

● Drugs and alcohol in the workplace

● Violence in the workplace

2.2 Implement and Control procedures may include:

● Personal protective clothing and equipment.

● Health and safety team meetings.

● Health and safety training records

● Team member hazards reports.

STEPS/ELEMENTS AND RECORDS OF ACTIVIES AS RANGE OF NOTES

2. Describe host enterprise

3. Identify resources Resources available may include:

4. Explain consequences of Consequences may be related to:

5. Clarify individual scope of Individual scope of authority should relate to

Element 2: Follow preventative safety and security procedures

3. Follow required safety Control procedures may include:

4. Follow required safety and

5. Investigate suspicious Investigate suspicious persons and abnormal

6. Seek assistance to address Relevant personnel may include:

2. Determine action to take Determine action to take may include:

2. Raise issues with Raising issues may include:

Verify by (Teacher/trainer/supervisor): Signature

STEPS/ELEMENTS AND INSTRUCTIONS RECORDS OF ACTIVIES AS RANGE OF VARIABLE NOTES

Element 1: Respond to incoming telephone calls