SAQA

All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.

SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Book reservations and issue tour documentation

SAQA US ID	UNIT STANDARD TITLE
7962	Book reservations and issue tour documentation
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 11 - Services			Hospitality, Tourism, Travel, Gaming and Leisure
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 6	Level TBA: Pre-2009 was L6	5
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2009-07-01	2011-07-31	SAQA 0480/09
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2012-07-31		2015-07-31

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.

This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD

The learner will be able to co-operate with the customer to meet service expectations and complete tour operator documentation according to industry procedures.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Book and issue documentation for land travel and accommodation.(TS04)Book and issue documentation for point-to-point air travel (TS05)Operate a central reservation or global distribution system on the live system (TS14)Demonstrate basic forex transactions and forex conversions (TS08)

UNIT STANDARD OUTCOME HEADER

Demonstrated KNOWLEDGE and UNDERSTANDING

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Demonstrated KNOWLEDGE and UNDERSTANDING

OUTCOME NOTES

Explain ticketing procedures. (Range of procedures: When tour operator issues tickets; when travel agent issues tickets.)

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Demonstrated KNOWLEDGE and UNDERSTANDING:

ASSESSMENT CRITERION NOTES

Explain ticketing procedures. (Range of procedures: When tour operator issues tickets; when travel agent issues tickets.)

ASSESSMENT CRITERION 2

Demonstrated ability to make DECISIONS about practice and to ACT accordingly:

ASSESSMENT CRITERION NOTES

1. Access fares and rates, using the GDS/CRS and/or manuals. 2. Apply Rate of Exchange (ROE) to convert fares and rates to ZAR in order to quote the customer.3. Establish the customer's needs and offer the most suitable airline and route and suggest alternatives where appropriate.

4. Process the reservations and confirm with the customer within 24 hours.

5. Inform the customer of delays and explain why

.6. Relay relevant ticketing information to the agent when agent is issuing tickets. (Range of information: ticket time limits; IT code; validity dates; endorsements/ restrictions and calculation and fares entries; qualifying data)

7. Communicate available sales incentives to the agent.

8. Explain the terms and conditions of contract for the tour/package to the customer.

9. Maintain records according to legal requirements.

10. Collect payment timeously and issue vouchers for land arrangements

.11. Collect payment timeously and issue the appropriate Standard Traffic Documents (STDs), adhering to IATA ticketing procedures.

12. Determine the method of delivery preferred by he customer.

13. Calculate commissions due and prepare documents for accounting.

14. Given a late reservation request, decide how to obtain confirmation within the requested time frame and give reasons for the action chosen.

15. Given a schedule change or a change in the customer's itinerary, offer the customer the best possible alternative available at the time and explain the reasons for the alternative offered.

ASSESSMENT CRITERION 3

Demonstrated ability to learn from our actions and to ADAPT PERFORMANCE:

ASSESSMENT CRITERION NOTES

16. Given a breakdown in technology, describe how performance would be adapted when making reservations and issuing documentation.

17. Given natural disasters or political instability within a specific region, describe how performance would be adapted when making reservations and following the emergency procedures.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA

.4. Moderation of assessment will be done by the relevant ETQA at its discretion.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Embedded knowledge and Critical cross-field outcomes have been included within the specific outcomes category. This has been done as it was deemed necessary to ensure holistic assessment occurred.

The specific outcomes can be applied in a range of contexts.

Many of the outcomes have been written in such a way that competence must be demonstrated in the context as opposed to in isolation from a context.

The specific outcomes are comparable to outcomes used internationally.

We therefore structured outcomes using the format noun + verb + condition (modifying phrase)Specific outcomes have been split into three categoriesa) knowledge and understanding (what the learner must know and understand)b) decision-making and acting (what the learner must do)c) adapting performance ( including reflexive competence)In many instances there are more than six specific outcomes, as the inclusion of critical cross-field outcomes and embedded knowledge has increased the number of specific outcomes.

If competencies are to be clustered in a meaningful way, then these unit standards cannot be split.

UNIT STANDARD ASSESSOR CRITERIA

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. ?

The unit standard should be assessed in the workplace. ?

It is recommended that this unit standard be assessed in conjunction with other unit standards

.2. Evaluate the learner's ability to meet the outcomes. ?

This unit standard can be assessed by using a combination of case studies, written tests and discussion with the candidate

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes

.5. Counsel the learner on future assessments, necessary learning and further qualifications.

UNIT STANDARD NOTES

Essential embedded knowledge is dealt with under the outcomes section.

The following critical cross field outcomes are covered in this unit standard under the outcomes section:

Demonstrate an understanding of the world as a set of related systems.

Communicate effectively.

Collect, analyse and critically evaluate information.

Working effectively with others.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	14118	National Diploma: Wholesale Travel	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2012-06-30	CATHSSETA

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD:

This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.

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