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Process payments for travel and tourism services

URN: PPLTT03
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on: 2021

Overview

This standard is about handling a wide variety of payment methods for travel and tourism services. It covers receiving and storing payments, issuing related documentation and maintaining the security of payments received.

The standard is for staff engaged in the receipt of different types of payment by a variety of means through direct contact with customers either face to face or remotely.

When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Process payments for travel and tourism services

Performance criteria

You must be able to:

1. Make customers aware of the cost breakdown of chosen travel and tourism services and the final total amount to be paid 2. Make customers aware of the methods of payment that are acceptable for travel and tourism services, and any restrictions that may be attached 3. Follow your organisation's policies and procedures for generating invoices for travel and tourism services, processing payments, payment discrepancies, transaction values, and limits 4. Follow your organisation’s procedures for maintaining confidentiality of customers' details, purchases and payment information 5. Complete all internal payment records following organisational procedures 6. Issue receipts to customers for travel and tourism services in line with your organisation’s procedures 7. Follow your organisation’s procedures and relevant legislation for protecting and storing all travel and tourism services payments securely

Knowledge and Understanding

You need to know and understand:

1. The relevant legislative requirements relating to processing payments and recording customers' information 2. The payment methods acceptable to your organisation and the differences between them 3. Your organisation’s procedures for processing different types of payments, and the importance of following them 4. Your responsibilities and limits of authority when processing payments, and dealing with payment discrepancies and refunds 5. The types of fraudulent transactions that can occur, how to identify and deal with them 6. The charge back process in the event of a transaction dispute or non- provision of services 7. Your organisation’s procedures for dealing with failed transactions 8. The security features used by major card companies 9. The risks associated with transactions when the cardholder is not present and how to reduce the risk 10. How to handle customers when dealing with payment discrepancies 11. How to calculate the cost of the travel and tourism services provided and the potential consequences of incorrect calculations and payments 12. The relevant foreign currency controls, current anti-money laundering regulations and global principles of good practice in the foreign exchange market 13. Who to contact if you need information, advice or payment authorisation 14. How your own actions contribute to the financial performance of the organisation 15. How to complete payment related documentation required by your organisation 16. The procedures to follow in emergency situations relating to payments

Scope/range

Methods of payment include:

a) credit card
b) debit card
c) contactless
d) mobile app
e) electronic payment, e.g. online money transfers
f) personal cheque
g) currency cards
h) vouchers
i) cash
j) client account / invoice
k) refund credit notices

Organisational procedures for processing payments include:

a) generating invoices
b) receiving, handling and receipting payments
c) storing payments
d) dealing with payment discrepancies
e) dealing with refunds
Receipts include:
a) paper-based
b) electronic e.g. via email, text or app

Payment discrepancies include:

a) out-of-date card
b) card not authorised
c) card not signed
d) card declined
e) incorrect pin number
f) fraudulent use of card
g) electronic payment declined
h) incorrectly completed cheques
i) incorrect cash amounts
j) suspected counterfeit notes
k) notes out of circulation

Protected from includes:

a) loss
b) theft
c) damage

Scope Performance

Scope Knowledge

Values

Behaviours

1. Be courteous to customers at all times 2. Take prompt action to rectify mistakes if necessary 3. Give and explain any information required by customers clearly and accurately 4. Act with integrity on matters that affect business finance 5. Demonstrate financial acumen

Skills

Glossary

Links To Other NOS

External Links

Version Number

2

Indicative Review Date

2026

Validity

Current

Status

Original

Originating Organisation

People 1st

Original URN

PPLTT03

Relevant Occupations

Business Travel Consultant, Leisure and Travel Service Occupations, Leisure Travel Consultant, Local Tour Guide, Overseas Resort Representative, Personal Service Occupations, Tourism Assistant, Tourism Information Officer

SOC Code

6212

Keywords

process, travel, tourism, services, payments