1. Receive reservation request. 1.1.Determine availability of requested reservation and advise customer.

ELEMENTS  

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Receive reservation request.

1.1.Determine availability of requested reservation and advise customer.

1.2.Offer alternatives for unavailable reservations, including waitlist options.

1.3.Answer enquiries regarding costs and other product features.

2. Record details of reservation.

2.1.Record customer details against reservation to allow correct interpretation by other operational personnel.

2.2.Enhance customer service and operational efficiency by using available customer profile or history.

2.3.Record any special requests.

2.4.Confirm all details with customer, and then confirm their understanding and agreement.

2.5.File reservation according to system and procedural requirements and provide customer with reference code.

2.6.Prepare and issue documents tailored to customer reservation.

3. Update reservations.

3.1.Retrieve reservation data.

3.2.Update financial status of reservation.

3.3.Accept, process and record any customer requests for amendments or cancellations.

3.4.Provide details of amendment or cancellation conditions and charges and confirm customer understanding and agreement.

4. Advise others of reservation details.

4.1.Communicate general and specific customer requirements and reservation details to appropriate departments and colleagues.

4.2.Compile and provide reservation statistics.

4.3.Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.