- CUEFOH09B - Provide venue information and assistance
Assessor Resource
CUEFOH09B
Provide venue information and assistance
Assessment tool
Version 1.0
Issue Date: April 2024
While this unit applies mainly to frontline customer service staff such as ushers, food and beverage outlet and box office personnel, it can apply to any person working in theatres, event venues and cinemas who come into contact with customers.
This unit has strong linkages to the following units, and combined training and/or assessment is recommended:
CUEFOH04C Usher patrons
CUEFOH10B Monitor entry to a venue.
This unit describes the skills and knowledge required to provide patrons with information on venue facilities at the time of a performance, event or cinema session and to assist patrons to access all services.
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, eg start/finish times ability to provide accurate information and advice on facilities which matches customer needs and requests provision of special assistance to those people who have special needs. |
Context of and specific resources for assessment | The assessment context must provide for: practical demonstration of skills within an operational venue environment, eg a cinema, live theatre, conference centre interaction with and involvement of a customer group to whom information and assistance can be provided demonstration of information provision for wide variety of venue facilities and services to meet varying customer needs. |
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 assistance to customers within a venue direct observation of the candidate providing services to those with special needs case studies to assess ability to match information to customer needs/requests review of information manuals or notes kept by the candidate written or oral questions and tests to assess knowledge of information sources and actual knowledge of venue facilities and services 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: a venue where performances/cinema sessions/events take place typical industry information storage systems for venue and performance/session/event information. |
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 interpret venue information |
Required knowledge |
sources of information on venues and facilities information systems used by venues layout of the venue and location of all facilities product knowledge of venue performances/sessions/event times understanding of the type and style of performances/sessions/events in current progress broad knowledge of future events at the venue where appropriate special facilities and services available to people with special needs procedures for dealing with people with special needs customer service standards for greeting patrons venue safety and security issues, procedures and regulations as they affect the provision of venue information |
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. | |
Information could be accessed and kept up-to-date in a number of ways, including: | discussions with colleagues internal newsletters leaflets and brochures staff noticeboards team meetings |
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 |
Requests for information may cover: | availability and cost of programmes changes to schedules/venues/programs cloakroom arrangements correct entrance to auditorium details of current and future performances/sessions/events details of future performances/sessions/events directions both within and outside the venue exit point for the venue facilities for those with special needs general facilities at the venue intermission time location and access to car parking facilities location food and beverage outlets location of bathrooms location of merchandising stand/store lost property arrangements opening hours performance/session/event start/finish times pricing of tickets, programs and promotional merchandise seating arrangements special-access requirements, e.g. wheelchair access |
Relevant personnel may include: | box office food/beverage counter staff front-of-house manager management police reception security personnel supervisor ushers |
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 |
|---|---|---|---|
| Access and keep up-to-date with information on facilities available at the venue in accordance with organisational systems | |||
| Incorporate information into day-to-day contact with the customer to support quality of service standards within the venue | |||
| Share information with colleagues to support efficiency of service | |||
| Greet patrons courteously and according to organisational procedures | |||
| Provide special recognition to any regular patrons | |||
| Proactively identify information and assistance needs of different patrons, including those with special needs | |||
| Respond to requests for information and assistance politely and provide accurate, clear and concise information | |||
| Provide special assistance to patrons with special needs with care and consideration and in accordance with enterprise procedures | |||
| Relay requests for further information or assistance to other relevant personnel, as required | |||
| Clearly and politely communicate any changes to the scheduled performance/session/event and address patrons' concerns, as required | |||
| Promote products and services available within the venue to patrons using appropriate customer service skills |
Forms
Assessment Cover Sheet
CUEFOH09B - Provide 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
CUEFOH09B - Provide 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: