Assessor Resource

CUAEVP202
Provide visitors with venue information and assistance

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes the skills and knowledge required to provide visitors with a range of information in different formats about venue facilities and services, as well as assistance with equipment and facilities.

It applies to individuals who work, or seek to work, under direct supervision in frontline customer service roles in venues open to the public, including cultural, tourism, hospitality and entertainment venues. Information may be provided face-to-face, by telephone or by other remote mechanisms. The unit also applies to those working in operational roles where customer service may not be the main focus of work.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Access and update information

1.1 Source and access information on facilities and services available within the organisation

1.2 Share information with colleagues

1.3 Identify and use opportunities to update and maintain facility and service knowledge within scope of own role

2. Provide customer service

2.1 Incorporate information into day-to-day contact with visitors, including visitors with specific needs

2.2 Provide information and assistance in a courteous, professional, culturally appropriate and timely manner in accordance with organisational procedures

2.3 Demonstrate and instruct visitors in the use of equipment and facilities or refer to appropriate colleagues

2.4 Refer complex enquiries or problems to colleagues, other areas of the organisation, or to external organisations according to workplace procedures

3. Collect feedback on facilities and services

3.1 Seek informal feedback on services from visitors

3.2 Observe visitor information and assistance requirements to inform organisational evaluation processes

3.3 Collect formal feedback from visitors where required according to organisational procedures and within scope of own responsibilities

3.4 Provide information on visitor feedback to appropriate colleagues using agreed means of communication

Evidence of the ability to:

source information on organisational facilities and services

communicate information and assist visitors, including those with special needs, in a friendly, timely and culturally appropriate manner

respond effectively to multiple requests and different enquiries in a range of different visitor situations according to required procedures

collect formal and informal feedback from visitors on facilities and services and communicate it as required.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe key features of commonly used information systems within own organisation

outline key features of facilities, services and procedures for those with specific needs

outline procedures and practices to be followed when providing information about the organisation

outline safety and emergency procedures for visitors, colleagues and self

outline sources of information on an organisation’s facilities and services

explain visitor service standards in the organisation.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in creative arts industry environments. The assessment environment must include access to:

typical information storage systems

interaction with others.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational educational and training legislation, frameworks and/or standards.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Access and update information

1.1 Source and access information on facilities and services available within the organisation

1.2 Share information with colleagues

1.3 Identify and use opportunities to update and maintain facility and service knowledge within scope of own role

2. Provide customer service

2.1 Incorporate information into day-to-day contact with visitors, including visitors with specific needs

2.2 Provide information and assistance in a courteous, professional, culturally appropriate and timely manner in accordance with organisational procedures

2.3 Demonstrate and instruct visitors in the use of equipment and facilities or refer to appropriate colleagues

2.4 Refer complex enquiries or problems to colleagues, other areas of the organisation, or to external organisations according to workplace procedures

3. Collect feedback on facilities and services

3.1 Seek informal feedback on services from visitors

3.2 Observe visitor information and assistance requirements to inform organisational evaluation processes

3.3 Collect formal feedback from visitors where required according to organisational procedures and within scope of own responsibilities

3.4 Provide information on visitor feedback to appropriate colleagues using agreed means of communication

Evidence of the ability to:

source information on organisational facilities and services

communicate information and assist visitors, including those with special needs, in a friendly, timely and culturally appropriate manner

respond effectively to multiple requests and different enquiries in a range of different visitor situations according to required procedures

collect formal and informal feedback from visitors on facilities and services and communicate it as required.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe key features of commonly used information systems within own organisation

outline key features of facilities, services and procedures for those with specific needs

outline procedures and practices to be followed when providing information about the organisation

outline safety and emergency procedures for visitors, colleagues and self

outline sources of information on an organisation’s facilities and services

explain visitor service standards in the organisation.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in creative arts industry environments. The assessment environment must include access to:

typical information storage systems

interaction with others.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational educational and training legislation, frameworks and/or standards.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Source and access information on facilities and services available within the organisation 
Share information with colleagues 
Identify and use opportunities to update and maintain facility and service knowledge within scope of own role 
Incorporate information into day-to-day contact with visitors, including visitors with specific needs 
Provide information and assistance in a courteous, professional, culturally appropriate and timely manner in accordance with organisational procedures 
Demonstrate and instruct visitors in the use of equipment and facilities or refer to appropriate colleagues 
Refer complex enquiries or problems to colleagues, other areas of the organisation, or to external organisations according to workplace procedures 
Seek informal feedback on services from visitors 
Observe visitor information and assistance requirements to inform organisational evaluation processes 
Collect formal feedback from visitors where required according to organisational procedures and within scope of own responsibilities 
Provide information on visitor feedback to appropriate colleagues using agreed means of communication 

Forms

Assessment Cover Sheet

CUAEVP202 - Provide visitors with venue information and assistance
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

CUAEVP202 - Provide visitors with venue information and assistance

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: