Required skills

literacy skills sufficient to interpret venue information

Required knowledge

sources of information on venues and facilities

information systems used by venues

layout of the venue and location of all facilities

product knowledge of venue performancessessionsevent times

understanding of the type and style of performancessessionsevents in current progress

broad knowledge of future events at the venue where appropriate

special facilities and services available to people with special needs

procedures for dealing with people with special needs

customer service standards for greeting patrons

venue safety and security issues procedures and regulations as they affect the provision of venue information

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 access appropriate information on venue facilities and all operational aspects of the performancesessionevent eg startfinish times

ability to provide accurate information and advice on facilities which matches customer needs and requests

provision of special assistance to those people who have special needs

Context of and specific resources for assessment

The assessment context must provide for

practical demonstration of skills within an operational venue environment eg a cinema live theatre conference centre

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

demonstration of information provision for wide variety of venue facilities and services to meet varying customer needs

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 providing information and assistance to customers within a venue

direct observation of the candidate providing services to those with special needs

case studies to assess ability to match information to customer needsrequests

review of information manuals or notes kept by the candidate

written or oral questions and tests to assess knowledge of information sources and actual knowledge of venue facilities and services

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

typical industry information storage systems for venue and performancesessionevent information

Information could be accessed and kept up-to-date in a number of ways, including:

Customers with special needs may require:

Customers with special needs may include:

Requests for information may cover:

Relevant personnel may include: