Assessor Resource

SITXCCS004A
Provide club reception services

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to all types of licensed club venues, such as sporting clubs, entertainment clubs, social clubs, workers' clubs and Returned and Services League (RSL) clubs.

Frontline customer service personnel who operate with some level of autonomy or under limited supervision and guidance from others are responsible for providing club reception services. They would require considerable product knowledge of all aspects of the club venue and could apply discretion and judgement within predefined organisational reception service procedures. Common job roles would include club receptionist, front desk receptionist and doorperson.

Club membership conditions, club rules, and dress and age regulations will vary according to the particular club and state or territory legislative requirements. It is critical that assessment is contextualised to meet the requirements of the specific state or territory legislation and the particular needs of the organisation and job role.

This unit describes the performance outcomes, skills and knowledge required to provide reception services within a licensed club environment. It requires the ability to deliver quality customer service while assisting customers to comply with club and legislative requirements.

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)

Prerequisites

Nil

Employability Skills

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.



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, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency

Evidence of the following is essential:

ability to offer courteous and friendly service to members and guests within the confines of the club rules and legislative requirements

ability to accurately monitor the entry of club members and guests and issue necessary documentation within typical workplace time constraints and to allow for the efficient flow of people through reception to the club facilities

knowledge of club rules and legislative requirements for entry into the club

ability to process a range of different customer enquiries, membership applications and temporary membership forms, to meet different customer needs and on multiple occasions.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully equipped industry-realistic club reception environment using appropriate telephones, computers, printers and public address systems

access to current club regulatory documents distributed by state or territory licensing agencies such as plain English legislative publications that outline club entry requirements

use of current club documents outlining policies, procedures, club facilities, membership benefits, costs and dress regulations

interaction with others to demonstrate the interpersonal communication requirements of the unit.

Methods of assessment

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

direct observation of the candidate interacting with customers and providing accurate membership and regulatory information and using club reception technology to assist

role-play to assess ability to provide appropriate customer service

activities to allow the processing of different types of membership applications and club entry documents

oral and written questions on club facilities, membership benefits and costs, rules and legislative requirements

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

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

SITXCOM001A Work with colleagues and customers

SITXCCS001A Provide visitor information.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

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.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

high-level communication and customer service skills for dealing tactfully and politely with customers

literacy skills to read documents such as club membership cards, membership database records, ID cards, proof of age cards and driver's licences

writing skills to assist customers to complete membership application forms, temporary and guest membership forms and to issue membership badges

numeracy skills to calculate and explain membership costs.

The following knowledge must be assessed as part of this unit:

broad and working knowledge of club and licensing laws that relate to entry requirements for customers and dress regulations

in-depth knowledge of particular club membership rules, conditions, benefits, entitlements and costs

in-depth knowledge of the particular club services and facilities.

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 in the performance criteria is detailed below.

Club services and facilities will vary according to the particular club, and may include:

restaurants and cafes

gaming facilities

shows and attractions

prize nights and special events

games and sporting facilities

gymnasiums and health facilities

member clubs and associations

computer rooms and internet facilities

community courses and training programs

member benefits.

Club reception technology may include:

telephones

internal public address system

membership database

membership badge production equipment

scanning equipment for temporary membership documents.

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
Provide advice and information on club services and facilities to customers and club members as required. 
Explain club membership and club rules clearly, correctly and politely to the public and to members. 
Clearly explain membership application forms to applicants and assist them to complete forms if required. 
Issue correct membership badges or cards. 
Check membership records to verify membership. 
Use club reception technology to assist with the provision of services to members. 
Check membership badges or cards upon entry to the club. 
Assist guests to sign in according to government and organisation requirements. 
Check that members and guests comply with dress and age regulations, according to organisation policy. 
In a polite manner, inform members and guests who do not comply with dress regulations that entry is not permitted. 
Refer disputes over club entry to security, supervisor or other relevant person according to organisation policy. 

Forms

Assessment Cover Sheet

SITXCCS004A - Provide club reception services
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

SITXCCS004A - Provide club reception services

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: