Required skills

emergency evacuation procedures

operation of the public address system

communication and conflict resolution techniques

staff responsibilities and reporting mechanisms

incident report documentation

Required knowledge

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

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

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

Context of and specific resources for 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

Method of assessment

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

Guidance information for assessment

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

Venue services may include:

Checking all aspects of the set-up of the venue, facilities and equipment may include:

Venues may be:

Staff briefing may include:

Assisting with the workflow of service personnel may involve:

Documentation relating to the front-of-house operation may include: