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