1. Why do different sectors of the Tourism and hospitality industry work together? Provide two (2) examples of how hospitality, events and tourism businesses work together to secure customers.
2. Reservation's statistics are important for accommodation providers/services.

List and describe two (2) types of statistics used in an accommodation service.

Statistics	How it is used

3. Considering the computerised reservation system, you are using:

a) Describe the features and benefits it could provide you and your organisation.

b) What is the procedure relating to documentation to be provided to a customer who has made a reservation and paid a deposit?

4.

a) In what circumstances would reservation documents need to be adapted to meet the special needs of clients?

b)How could the styles of the documents be changed?

c) List two (2) formats that a customer may receive their customer confirmation

a)

b)

c)

5. Industry principles and suppliers use a range of industry-wide systems to supply their products and services.

In the table below:

a)Name one (1) example of an industry relevant system for this business type.

b)Provide one (1) example of a product or service offered by the business via this system.

Business type	Industry wide computerised reservation and operations system or a global distribution system	Example of product or service offered
Holiday parks and resorts
Inbound tour operators
Outbound tour wholesalers
Tour Operators
Vehicle rental companies
Meetings and events management organisations

6. Provide four (4) products or services that are controlled by a Property Management System (PMS).

7. Inbound reservations allow businesses to supply products and services.

Complete the table by providing:

a) the name of a business that requires reservation for product or service

b) the product or service that the business provides.

c) the type of customer who may make a reservation for the product or service from the following customer groups.

• Business traveller
• Event attendees
• Groups
• Inbound tourists
• Individuals
• Meeting and conference delegates
• Tour guides
• Tourists
• Travel Agents
• Event Companies

NOTE: You can use a customer type more than once but ensure that you use each customer type at least once in the table

Business that provides a product or service which requires a reservation	Name of a business that provides a product or service	Example of product or service that requires a reservation	Type of customers who would make a reservation
accommodation providers such as Hotels
cruise operators
holiday parks
meeting, conference, exhibition venues
tour operators
attractions such as a theme park
function and event venues
restaurants/cafe
vehicle rental companies
event staging companies
airlines
outbound tour wholesalers

8. For each of the reservation updates or amendments, identify the key steps or considerations that you would need to undertake to address the update or amendment. This question is based on your knowledge of the CRS or PMS you are using and the relevant workplace policies and procedures.

Reservation update and amendments	What are the key steps or considerations for these updates or amendments to reservations
A customer calls and would like to add an additional guest to the reservation
Cancelling a reservation
Changing information by adding or cancelling a product or service from the reservation
Changing the names on the reservation: A customer calls and would like to change the name on the reservation as they have changed their name
Cross referencing multiple reservations
Duplicating a reservation as the customer is returning to your hotel next week
Reinstate a reservation that had been previously cancelled
Splitting an existing reservation as the room is being shared and the guests require separate invoices for payment

9. Considering the use of your computerised reservation or operations system, answer the following questions on the accounting processes.

a) List the steps you would follow if a customer contacted you and asks for a gift voucher or to prepay for accommodation for a gift for another person?

b) A customer has called to cancel their reservation. When you review the reservation, you see that a deposit has been paid on credit card. As the cancellation is allowable as per your cancellation policy requirements, how would you refund the deposit?

c) Explain the process you need to follow when managing any guest payments that you receive.

d) At the end of a shift, what steps would you follow to reconcile any financial transactions that have occurred during your shift?

e) As part of the accounting processes, a venue will require internal accounting documents issued between departments. Provide the purpose of the following issued documents:

1. internal events or function order:
2. internal purchase order:

f) Briefly explain the purpose of each of the following documents that can be issued to a customer:

1. credit note
2. invoice

10. Considering the computerised reservation system that you are currently using, explain how the following reports are used.

Reports	Used in your day-to-day operations
Occupancy report
House Status/Daily Activity report
Arrival's report
Group Rooming List
Guest Payment Methods
Room Requests