1. Prepare venue for patrons
   • Liaise with the appropriate personnel and check that all required services have been arranged
   • Check that all aspects of the venue set-up, facilities and equipment allows for easy patron access, especially for those with disabilities, and to minimise risk of injury to patrons
   • Identify any deficiencies, including staff shortages, and take prompt action to rectify the situation
   • Provide a briefing, as required, to service personnel prior to the opening of the venue
   • Open the venue at scheduled opening time
2. Monitor venue services
   • Monitor the provision of services, identify any problems as they arise and take prompt action to resolve the situation
   • Take responsibility for the resolution of any escalated problems or complaints
   • Greet VIP patrons and provide special assistance, as required
   • Make clear and accurate public announcements as required
   • Liaise with back-of-house to maximise quality of service to patrons
   • Debrief personnel as required and use feedback constructively to enhance quality of future service provision
   • Complete and distribute any documentation relating to service operation, including relevant management reports
   • Close and secure venue as required in accordance with organisational procedures

Not applicable

Underpinning skills and knowledge

Assessment must include evidence of the following knowledge and skills

operational aspects of service facilities which operate at the venue eg box office food and beverage outlets cloakroom merchandising storestand

indepth knowledge of policies and procedures applicable to delivering services to venue customers including refunds and exchanges

opening and closing procedures for the venue

emergency evacuation procedures

operation of the public address system

communication and conflict resolution techniques

staff responsibilities and reporting mechanisms

incident report documentation

Linkages to other units

This unit has strong linkages to the following units and combined training andor assessment may be appropriate

CUECORA Deal with conflict and resolve complaints

CUECOR04A - Deal with conflict and resolve complaints

BSXFLMA Manage quality customer service

BSXFLM507A - Manage quality customer service

Critical aspects of evidence

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

ability to manage the onsite operation of venue services including all aspects of preparing the venue briefing and monitoring staff and closing down the venue

knowledge of the range of problems which may arise and ability to resolve them

Method and context of assessment

The assessment context must provide for

practical demonstration of skills within a fully equipped operational venue eg a cinema live theatre conference centre on more than one occasion

involvement of a team of operational venue personnel involved in delivering venue services

presence of commercially realistic time pressures involved in the operation of the frontofhouse at the time of a performancesessionevent

commercially realistic ratios of customers to operational personnel to reflect typical workplace pressures

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 managing venue services

evaluation of reports prepared by the candidate on the venue service management process including the issues and solutions associated with delivering efficient outcomes

review of documentation prepared by the candidate such as running sheets incident reports briefing notes

role plays to assess ability to negotiate solutions to problems

written or oral questions tests and interview to assess knowledge of the venue and procedures

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

a venue where performancescinema sessionsevents take place

a range of operational outlets commonly operated within a venue eg box office merchandising storestand

policy and procedures for frontofhouse services eg emergency evacuation refunds opening and closing

Key competencies in this unit

Key competencies are built into all workplace competencies The following table 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

Assessing operational issues

Communicating ideas and information

Providing briefings to staff

Planning and organising activities

Organising team tasks

Working with others and in teams

Monitoring team work patterns

Using mathematical ideas and techniques

Monitoring timesschedules

Solving problems

Resolving escalated complaints

Using technology

Using house information system

Underpinning skills and knowledge

Assessment must include evidence of the following knowledge and skills

operational aspects of service facilities which operate at the venue eg box office food and beverage outlets cloakroom merchandising storestand

indepth knowledge of policies and procedures applicable to delivering services to venue customers including refunds and exchanges

opening and closing procedures for the venue

emergency evacuation procedures

operation of the public address system

communication and conflict resolution techniques

staff responsibilities and reporting mechanisms

incident report documentation

Linkages to other units

This unit has strong linkages to the following units and combined training andor assessment may be appropriate

CUECORA Deal with conflict and resolve complaints

CUECOR04A - Deal with conflict and resolve complaints

BSXFLMA Manage quality customer service

BSXFLM507A - Manage quality customer service

Critical aspects of evidence

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

ability to manage the onsite operation of venue services including all aspects of preparing the venue briefing and monitoring staff and closing down the venue

knowledge of the range of problems which may arise and ability to resolve them

Method and context of assessment

The assessment context must provide for

practical demonstration of skills within a fully equipped operational venue eg a cinema live theatre conference centre on more than one occasion

involvement of a team of operational venue personnel involved in delivering venue services

presence of commercially realistic time pressures involved in the operation of the frontofhouse at the time of a performancesessionevent

commercially realistic ratios of customers to operational personnel to reflect typical workplace pressures

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 managing venue services

evaluation of reports prepared by the candidate on the venue service management process including the issues and solutions associated with delivering efficient outcomes

review of documentation prepared by the candidate such as running sheets incident reports briefing notes

role plays to assess ability to negotiate solutions to problems

written or oral questions tests and interview to assess knowledge of the venue and procedures

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

a venue where performancescinema sessionsevents take place

a range of operational outlets commonly operated within a venue eg box office merchandising storestand

policy and procedures for frontofhouse services eg emergency evacuation refunds opening and closing

Key competencies in this unit

Key competencies are built into all workplace competencies The following table 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

Assessing operational issues

Communicating ideas and information

Providing briefings to staff

Planning and organising activities

Organising team tasks

Working with others and in teams

Monitoring team work patterns

Using mathematical ideas and techniques

Monitoring timesschedules

Solving problems

Resolving escalated complaints

Using technology

Using house information system

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