Assessor Resource

CULEVP202A
Provide visitors with venue information and assistance

Assessment tool

Version 1.0
Issue Date: March 2024


This unit applies to those working or seeking to work in frontline customer service roles in venues open to the public, including cultural, tourism, hospitality and entertainment venues.

Provision of information is often face-to-face but may be by telephone or other remote mechanisms.

Customer service personnel working under supervision undertake this role, but the unit is also relevant to those working in operational roles where customer service may not be the main focus of work (e.g. animal handlers in zoos, and collection management or administrative staff in museums).

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

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

Prerequisites

Not applicable.


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

Evidence of the ability to:

source information on services and facilities

communicate information and assist visitors in a friendly, timely and culturally appropriate manner

respond effectively to multiple requests in a range of visitor situations.

Context of and specific resources for assessment

Assessment must ensure:

interaction with others to reflect the customer service and communication skills in this unit

access to typical information storage systems.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance

direct observation of the candidate providing information and assistance to visitors, including those with special needs

evaluation of responses prepared by the candidate to meet a range of different information needs

verbal or written questioning to assess knowledge of facilities and services.

Assessment methods should closely reflect workplace demands and the needs of particular client groups (consider the requirements of different age groups, clients with English as a second language, clients with disabilities, remote library users, etc.).

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBCUS201A Deliver a service to customers.


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.

Required skills

communication skills to:

collect feedback from visitors

demonstrate and instruct visitors on use of equipment

promote internal products and services

provide information to meet visitor needs

share information with colleagues

initiative and enterprise skills to multi-task and respond effectively to a range of different situations and enquiries

interpersonal skills to:

interact in a courteous and friendly manner with visitors

sensitively assist visitors with specific needs

literacy skills to read and interpret venue information and promotional material

research skills to source information

self-management skills to:

act in a professional manner

follow organisational procedures

technical skills to use business technology.

Required knowledge

commonly used information systems within organisations

facilities, services and procedures for those with specific needs

organisation’s general services, as well as ancillary and temporary services, such as:

parking

programs

retail outlets

temporary exhibitions

organisational procedures and practices relating to the provision of services and information

safety and emergency procedures for visitors, colleagues and self

sources of information on an organisation’s services and facilities

visitor service standards within the organisation.

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 on facilities and services may relate to:

access

audio tours

car parking

cloaking

directions

guided tours

internal products and services

location of facilities

opening hours

organisation service standards

pricing

retail, food and beverage services

special activities

special instructions relating to use of facilities, such as wearing covered shoes

ticket sales

venue hire and functions.

Opportunities to update and maintain facility and service knowledge may relate to:

discussions with colleagues

internal newsletters

launches

leaflets and brochures

staff noticeboards

team meetings

workshops.

Information may be provided:

by mail

by phone

electronically

face-to-face.

Visitorsmay include:

affiliated and special interest groups

domestic and international tourists

individuals or groups

special needs groups

sponsors and donors

the general community

users of the organisation’s services.

Visitors with specific needs may include:

aged people

first-time visitors

parents with young children

people with disabilities

people with special cultural needs

school groups

unaccompanied children.

Feedbackmay be obtained through:

informal contact and discussion with visitors

interviews

observation of visitor behaviour

surveys.

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 
Incorporate information into day-to-day contact with visitors, including visitors with specific needs 
Provide information and assistance in a courteous, culturally appropriate and timely manner 
Demonstrate and instruct visitors in the use of equipment and facilities or refer to appropriate colleagues 
Refer complex enquiries to colleagues, other areas of the organisation, or to external organisations 
Seek feedback on services from visitors 
Observe visitor behaviour to inform organisational evaluation processes 
Use formal evaluation mechanisms according to organisational procedures 
Provide information on visitor feedback to appropriate colleagues 

Forms

Assessment Cover Sheet

CULEVP202A - 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

CULEVP202A - 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: