The learner can maintain, determine, record and confirm bookings on a manual and computer system.

The learner will gain the ability to effectively manage bookings using both manual and computerised systems. This includes determining booking requirements, accurately recording details, and confirming reservations. They will learn to handle booking processes from start to finish, ensuring that all entries are correctly logged and updated in the system. By mastering both traditional and digital methods, learners will be equipped to manage bookings efficiently, provide accurate information, and ensure smooth operation in a variety of administrative settings.

Course Content

  • Liaison with a range of customers is demonstrated so as to meet booking and industry requirements
  • The provision of accurate information in order to meet enquiry needs is demonstrated in accordance with organisational requirements
  • The promoting of an establishment’s services and facilities is demonstrated according to organisational requirements
  • Service availability and facilities checking are demonstrated according to operational standards and requirements
  • The offering of alternative facilities to customers are demonstrated according to operational requirements
  • The recording of a booking is demonstrated so as to meet operational requirements, using a manual or computerised booking system; given a range of bookings
  • The providing of booking confirmations and all relevant information is demonstrated so as to comply with organisational requirements
  • The confirming of bookings and deposits from customers is demonstrated as appropriate to organisational requirements
  • The handling of a real or simulated system failure or error in manual systems are demonstrated so as to meet organisational requirements
  • The carrying out of all work in an organised and efficient manner is demonstrated, taking account of priorities and complying with organisational requirements
  • Establishment information relevant to booking requirements is determined in relation to services and facilities offered by the organisation 
  • The maintaining of a sense of urgency in relating service and facilities information to guests in support of bookings are explained with specific reference to customer service and impact on the financial bottom line 
 
  • Reasons for providing efficient service to customers are explained in terms of company profitability and obtaining of repeat business from the guest 
  • Service and facilities of the organisation are identified and described in relation to customer needs
  • The importance of service and facilities knowledge is described with specific reference to bookings, calculation of deposits and the impact on the financial bottom line
  • The purpose of deposits is explained in relation to service delivery in the hospitality industry as well as business risk and impact in the event of no-shows
  • Different organisational booking records are identified in terms of their use in relation to organisational administration
  • Processes and procedures for unconfirmed bookings follow up are described in line with organisational requirements
  • Departments who should be informed of bookings in the organisation are identified and reasons for informing these in terms of service delivery are provided.
  • The potential impacts on customer service in the event of other departments not being informed of bookings are explained by means of examples
  • Different internal and external customers to the organisation are identified and described
  • Interaction with customers is conducted in line with organisational customer liaison and service requirements
  • Reasons for the promotion of the services and facilities are explained in relation to customer needs, service and the impact on the financial bottom line
  • Different services and facilities are promoted in support of service delivery within the organisation
  • The methods used to determine the availability of services and facilities are explained in line with organisational processes and procedures
  • The availability of a range of services and facilities are checked in relation to booking enquiries and client needs
  • The reasons for offering alternative facilities to customers in the event of service and facility unavailability are explained in terms of its impact on customer service, business and impact on the financial bottom line
  • Alternative services and facilities are identified and offered to customers in line with identified client needs
  • Booking details to be recorded are identified and listed in line with booking system and organisational requirements
  • Different types of bookings are transacted in order to meet booking and administrative requirements
  • Relevant details pertaining to booking confirmations are identified in order to prepare customer confirmations
  • Booking confirmations are prepared in line with organisational and system requirements
  • Prepared booking confirmations are forwarded to customers in line with organisational requirements
  • Deposit requirements are calculated and requested in line with standard operational procedures
  • Types of possible amendments to bookings are identified in relation to booking requirements and administration
  • Procedures for amendments are identified and executed for a range of booking amendment types so as to meet standard operational requirements
  • Booking amendments are communicated with customers in line with organisational requirements
  • Possible system failures or errors are identified and relevant action to address problems are explained by means of an example
  • Methods of prioritisation are identified and applied to their own area of responsibility
  • Work-related to own area of responsibility are planned and executed in order to meet operational requirements
  • Interventions to solve incorrect cancellations of guest bookings are identified and explained in relation to booking system requirements and customer service
  • Incorrect cancellations are rectified in line with client needs and available services and facilities
  • Identify a range of different establishment types within the hospitality industry and explain how performance to maintain a booking system will be adapted in these organisational types
  • Non-accredited: Short course only  
  • Duration: 1h 40m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
Print Button
Scroll to Top