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

Elements and Performance Criteria

1. Maintain knowledge of venue facilities and performances
   • Identify and access sources of current and accurate venue information
   • Ensure full understanding of venue seating and ticketing arrangements, including consideration of issues affecting customers with special needs
   • Record and store information for future use, according to organisational systems
2. Respond to customer queries
   • Provide accurate information on costs of ticket categories, including concessional rates and conditions of availability
   • Provide accurate information on start and finish times in response to customer queries
   • Provide information on facilities and services for customers with special needs, as required
   • Advise customers on nature of seating, including location and viewing details
   • Take account of special requests and customers with special needs when selecting seats
   • Make appropriate recommendations for alternative or future performances, sessions or events as required
   • Provide accurate and clear advice on refund and exchange policies and procedures
   • Handle enquiries and sales in an efficient and polite manner, mindful of the need for speedy processing of requests at peak times
   • Seek advice or assistance from colleagues as required
3. Issue tickets
   • Check that required equipment and materials are available and operational before beginning ticket issue
   • Issue tickets and receipts according to organisational procedures and ticketing system
   • Check tickets before providing them to customers and reconfirm details with customers
4. Maintain online booking systems
   • Load performance session and venue seating data into ticketing software system
   • Monitor the currency of information about events and productions and update as required
   • Respond to queries received through online booking systems and refer issues beyond scope of own job role to relevant personnel

Performance Evidence

Evidence of the ability to:

provide accurate seating and ticketing advice in response to customer requests

use standard ticketing systems to issue tickets for at least two events or performances

interact in a helpful and positive manner with colleagues and members of the public.

Note: If a specific volume or frequency is not stated, then evidence must be provided for each of the above points at least once.

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Knowledge Evidence

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

outline the main features of ticketing systems used by venues and where information about venue facilities and ticketing systems can usually be found

list and briefly describe different types and styles of performances, sessions or events offered by venues

list and describe the facilities and services typically available to people with special needs

explain the procedures and systems for determining availability of tickets

explain the payment, refund and exchange procedures.

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