- CUEFOH03C - Provide seating and ticketing advice
Assessor Resource
CUEFOH03C
Provide seating and ticketing advice
Assessment tool
Version 1.0
Issue Date: April 2024
Box office personnel apply the skills and knowledge outlined in this unit. People in this role draw on detailed product knowledge of performances/events and venues. Typically they would be employed at theatre, cinema and event venues which could have one or more auditoria.
This unit has strong linkages to the following units, and combined training and/or assessment is recommended:
WRRS1B Sell products and services
CUEFOH07B Process financial transactions
CUEFOH08B Process incoming customer orders.
This unit describes the skills and knowledge required to advise customers on seating facilities and to provide general information on ticket categories, prices and availability.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Employability Skills
This unit contains employability skills.
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.
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. | |
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | The following evidence is critical to the judgement of competence in this unit: ability to access appropriate information on venue facilities, and all operational aspects of the performance/session/event - times, prices, ticketing categories provision of accurate seating and ticketing advice and issuance of tickets within industry-realistic timeframes ability to provide information and advice which matches customer needs and requests. |
Context of and specific resources for assessment | The assessment context must provide for: practical demonstration of skills in providing information for multiple ticketing products to meet varying customer needs processing requests within typical workplace time constraints, eg serving a physical or telephone queue of customers waiting to access seating and ticketing information interaction with and involvement of a customer group to whom information and advice can be provided. |
Method of assessment | Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include: direct observation of the candidate providing information and advice and issuing tickets case studies to assess ability to match product to customer needs/requests review of documentation, information manuals or notes kept by the candidate written or oral questions and tests to assess knowledge of information sources and actual knowledge of venues, ticketing products and prices review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate. Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling). |
Guidance information for assessment | Assessment of this unit requires access to: typical industry information storage systems for venue, ticketing and performance/session/event information tickets/passes. |
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.
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Required skills |
literacy skills sufficient to accurately interpret seating and ticketing information numeracy skills sufficient to calculate numbers of seats, advise on pricing information |
Required knowledge |
information systems used by venues in relation to seating and ticketing product knowledge of venue facilities, seating layout and prices as appropriate to the organisation product knowledge of venue performances/sessions/events times as appropriate to the organisation broad understanding of the different types and styles of performances/sessions/events as appropriate to the organisation or industry sector special facilities and services available to people with special needs procedures and systems for determining availability of tickets ticket issuing systems, as appropriate to the organisation payment, refund and exchange policy and procedures |
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. | |
Sources for current and accurate information on venue/s, facilities, seating and performances/sessions/events may include: | formal familiarisation visits hirer information sheets information manuals personal site observation/exploration venue information sheets/manuals |
Aspects of venue seating and ticketing include: | categories of seating and features changing configurations general seating layout scheduled dates and times for performances viewing issues, e.g. full view, restricted view |
Customers with special needs may require: | hearing assistance immobility access special car parking special seating translation assistance wheelchair access |
Customers with special needs may include: | aged people first-time patrons groups infants parents with young children pregnant women school groups those with a disability those with special or cultural needs unaccompanied children VIPs |
Storage of information may include: | card reference systems computerised database of information file notes of particular venues/performances/events/sessions information manual |
Tickets may be issued: | manually via a ticketing software system |
Seating and ticket advice may be provided by: | a ticketing agency the venue itself |
Selection of seats may take into account: | best presentation of the venue - 'dressing the house' best viewing position for the particular type of performance/event/session special needs of the customer |
Required equipment and materials may include: | computer hardware computer software point of sale transaction documents and equipment |
Advising on and issuing tickets may take place: | over the counter/face-to-face via fax or modem via mail via telephone via the Internet or other electronic technology |
Ticketing software systems may include: | Bocs Globe Select Softix Ticketmaster |
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 |
|---|---|---|---|
| Identify and access information sources for current and accurate information on venue/s, facilities, seating and performances/sessions/events | |||
| Read and accurately interpret information on all aspects of venue seating and ticketing, including consideration of issues affecting customers with special needs | |||
| Record and store information for future use, in accordance with organisational systems | |||
| Provide accurate information on costs of all ticket categories, including any concessional rates | |||
| Provide accurate information on performance/session/event commencement and conclusion times, as requested | |||
| Provide information on facilities and services provided for customers with special needs, as required | |||
| Advise customers on nature of seating, including location and viewing details | |||
| Consider special requests or customers with special needs when selecting seats | |||
| Make appropriate recommendations for alternative or future performances/sessions/events as appropriate | |||
| Provide accurate advice on refund and exchange policy and procedures and clearly reinforce these issues | |||
| Handle all enquiries and sales in an efficient and polite manner according to the speed requirements of the sales situation | |||
| Seek advice or assistance from colleagues as required | |||
| Check that all equipment and materials are available and operational before commencing ticket issue | |||
| Issue tickets and receipts, if required, in accordance with organisational procedures and ticketing system | |||
| Check tickets before providing them to customer and reconfirm details to the customer |
Forms
Assessment Cover Sheet
CUEFOH03C - Provide seating and ticketing advice
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
CUEFOH03C - Provide seating and ticketing advice
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: