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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

Required Skills

Required skills

communication skills to

collect feedback from visitors

demonstrate and instruct visitors on use of equipment

promote internal products and services

provide information to meet visitor needs

share information with colleagues

initiative and enterprise skills to multitask and respond effectively to a range of different situations and enquiries

interpersonal skills to

interact in a courteous and friendly manner with visitors

sensitively assist visitors with specific needs

literacy skills to read and interpret venue information and promotional material

research skills to source information

selfmanagement skills to

act in a professional manner

follow organisational procedures

technical skills to use business technology

Required knowledge

commonly used information systems within organisations

facilities services and procedures for those with specific needs

organisations general services as well as ancillary and temporary services such as

temporary exhibitions

organisational procedures and practices relating to the provision of services and information

safety and emergency procedures for visitors colleagues and self

sources of information on an organisations services and facilities

visitor service standards within the organisation

Evidence Required

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

Evidence of the ability to

source information on services and facilities

communicate information and assist visitors in a friendly timely and culturally appropriate manner

respond effectively to multiple requests in a range of visitor situations

Context of and specific resources for assessment

Assessment must ensure

interaction with others to reflect the customer service and communication skills in this unit

access to typical information storage systems

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct questioning combined with review of portfolios of evidence and thirdparty workplace reports of onthejob performance

direct observation of the candidate providing information and assistance to visitors including those with special needs

evaluation of responses prepared by the candidate to meet a range of different information needs

verbal or written questioning to assess knowledge of facilities and services

Assessment methods should closely reflect workplace demands and the needs of particular client groups consider the requirements of different age groups clients with English as a second language clients with disabilities remote library users etc

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

BSBCUSA Deliver a service to customers

BSBCUS201A Deliver a service to customers.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Information on facilities and services may relate to:	access audio tours car parking cloaking directions guided tours internal products and services location of facilities opening hours organisation service standards pricing retail, food and beverage services special activities special instructions relating to use of facilities, such as wearing covered shoes ticket sales venue hire and functions.
Opportunities to update and maintain facility and service knowledge may relate to:	discussions with colleagues internal newsletters launches leaflets and brochures staff noticeboards team meetings workshops.
Information may be provided:	by mail by phone electronically face-to-face.
Visitorsmay include:	affiliated and special interest groups domestic and international tourists individuals or groups special needs groups sponsors and donors the general community users of the organisation’s services.
Visitors with specific needs may include:	aged people first-time visitors parents with young children people with disabilities people with special cultural needs school groups unaccompanied children.
Feedbackmay be obtained through:	informal contact and discussion with visitors interviews observation of visitor behaviour surveys.