1. Develop and update knowledge of venues facilities, seating and performances
   • Identify and access information sources for current and accurate information on venue/s, facilities, seating and performances/sessions/events
   • Read and accurately interpret information on all aspects of venue seating and ticketing, including consideration of issues affecting people with special needs
   • Record and store information for future use, in accordance with organisational systems
2. Provide seating and ticketing information
   • Provide accurate information on costs of all ticket categories, including any concessional rates
   • Provide accurate information on performance/session/event commencement and conclusion times, as requested
   • Provide information on facilities and services provided for people with special needs, as required
   • Advise customers on nature of seating, including location and viewing details
   • Consider special requests or special needs of customers when selecting seats
   • Make appropriate recommendations for alternative or future performances/sessions/events as appropriate
   • Provide accurate advice on refund and exchange policy and procedures and clearly reinforce these issues
   • Handle all enquiries and sales in an efficient and polite manner according to the speed requirements of the sales situation
3. Issue tickets
   • Check that all equipment and materials are available and operational before commencing ticket issue
   • Issue tickets and receipts, if required, in accordance with organisational procedures and ticketing system
   • Check tickets before providing them to customer and reconfirm details to the customer

Not applicable

Underpinning skills and knowledge

Assessment must include evidence of the following knowledge and skills

sources of information on venues seating and performancessessionsevents

information systems used by venues in relation to seating and ticketing

product knowledge of venue facilities seating layout and prices as appropriate to the organisation

product knowledge of venue performancessessionsevents times as appropriate to the organisation

broad understanding of the different types and styles of performancessessionsevents as appropriate to the organisation or industry sector

special facilities and services available to people with special needs

procedures and systems for determining availability of tickets

ticket issuing systems as appropriate to the organisation

payment refund and exchange policy and procedures

literacy skills sufficient to accurately interpret seating and ticketing information

numeracy skills sufficient to calculate numbers of seats advise on pricing information

Linkages to other units

This unit has strong linkages to the following units and combined training andor assessment is recommended

WRRSB Sell products and services

CUEFOHA Process financial transactions

CUEFOH07A - Process financial transactions

CUEFOHA Process incoming customer orders

CUEFOH08A - Process incoming customer orders

Critical aspects of evidence

The following evidence is critical to the judgement of competence in this unit

ability to access appropriate information on venue facilities and all operational aspects of the performancesessionevent times prices ticketing categories

provision of accurate seating and ticketing advice and issuance of tickets within industryrealistic timeframes

ability to provide information and advice which matches customer needs and requests

Method and context of assessment

The assessment context must provide for

practical demonstration of skills in providing information for multiple ticketing products to meet varying customer needs

processing requests within typical workplace time constraints eg serving a physical or telephone queue of customers waiting to access seating and ticketing information

interaction with and involvement of a customer group to whom information and advice can be provided

Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge and might include

direct observation of the candidate providing information and advice and issuing tickets

case studies to assess ability to match product to customer needsrequests

review of documentation information manuals or notes kept by the candidate

written or oral questions and tests to assess knowledge of information sources and actual knowledge of venues ticketing products and prices

review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

Assessment methods should closely reflect workplace demands and the needs of particular groups eg people with disabilities and people who may have literacy or numeracy difficulties such as speakers of languages other than English remote communities and those with interrupted schooling

Resource requirements

Assessment of this unit requires access to

typical industry information storage systems for venue ticketing and performancesessionevent information

ticketspasses

Key competencies in this unit

Key competencies are built into all workplace competencies The table below describes those applicable to this unit Trainers and assessors should ensure that they are addressed in training and assessment

Level Perform

Level Administer and Manage

Level Design and Evaluate

Collecting organising and analysing information

Reading seating plans

Communicating ideas and information

Explaining various issues to customers

Planning and organising activities

Organising equipment and materials

Working with others and in teams

Sharing information with colleagues

Using mathematical ideas and techniques

Dealing with seating plans

Solving problems

Handling ticket equipment breakdown

Using technology

Using automated ticketing machine

Underpinning skills and knowledge

Assessment must include evidence of the following knowledge and skills

sources of information on venues seating and performancessessionsevents

information systems used by venues in relation to seating and ticketing

product knowledge of venue facilities seating layout and prices as appropriate to the organisation

product knowledge of venue performancessessionsevents times as appropriate to the organisation

broad understanding of the different types and styles of performancessessionsevents as appropriate to the organisation or industry sector

special facilities and services available to people with special needs

procedures and systems for determining availability of tickets

ticket issuing systems as appropriate to the organisation

payment refund and exchange policy and procedures

literacy skills sufficient to accurately interpret seating and ticketing information

numeracy skills sufficient to calculate numbers of seats advise on pricing information

Linkages to other units

This unit has strong linkages to the following units and combined training andor assessment is recommended

WRRSB Sell products and services

CUEFOHA Process financial transactions

CUEFOH07A - Process financial transactions

CUEFOHA Process incoming customer orders

CUEFOH08A - Process incoming customer orders

Critical aspects of evidence

The following evidence is critical to the judgement of competence in this unit

ability to access appropriate information on venue facilities and all operational aspects of the performancesessionevent times prices ticketing categories

provision of accurate seating and ticketing advice and issuance of tickets within industryrealistic timeframes

ability to provide information and advice which matches customer needs and requests

Method and context of assessment

The assessment context must provide for

practical demonstration of skills in providing information for multiple ticketing products to meet varying customer needs

processing requests within typical workplace time constraints eg serving a physical or telephone queue of customers waiting to access seating and ticketing information

interaction with and involvement of a customer group to whom information and advice can be provided

Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge and might include

direct observation of the candidate providing information and advice and issuing tickets

case studies to assess ability to match product to customer needsrequests

review of documentation information manuals or notes kept by the candidate

written or oral questions and tests to assess knowledge of information sources and actual knowledge of venues ticketing products and prices

review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

Assessment methods should closely reflect workplace demands and the needs of particular groups eg people with disabilities and people who may have literacy or numeracy difficulties such as speakers of languages other than English remote communities and those with interrupted schooling

Resource requirements

Assessment of this unit requires access to

typical industry information storage systems for venue ticketing and performancesessionevent information

ticketspasses

Key competencies in this unit

Key competencies are built into all workplace competencies The table below describes those applicable to this unit Trainers and assessors should ensure that they are addressed in training and assessment

Level Perform

Level Administer and Manage

Level Design and Evaluate

Collecting organising and analysing information

Reading seating plans

Communicating ideas and information

Explaining various issues to customers

Planning and organising activities

Organising equipment and materials

Working with others and in teams

Sharing information with colleagues

Using mathematical ideas and techniques

Dealing with seating plans

Solving problems

Handling ticket equipment breakdown

Using technology

Using automated ticketing machine

The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.