Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Access and update information
  2. Provide customer service
  3. Collect feedback on facilities and services

Performance Evidence

Evidence of the ability to:

source information on organisational facilities and services

communicate information and assist visitors, including those with special needs, in a friendly, timely and culturally appropriate manner

respond effectively to multiple requests and different enquiries in a range of different visitor situations according to required procedures

collect formal and informal feedback from visitors on facilities and services and communicate it as required.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.


Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

describe key features of commonly used information systems within own organisation

outline key features of facilities, services and procedures for those with specific needs

outline procedures and practices to be followed when providing information about the organisation

outline safety and emergency procedures for visitors, colleagues and self

outline sources of information on an organisation’s facilities and services

explain visitor service standards in the organisation.