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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

  1. Develop industry knowledge.
  2. Identify client needs and organisational objectives.
  3. Implement customer service practices.
  4. Minimise risks to personal and public safety.
  5. Develop industry knowledge.
  6. Identify client needs and organisational objectives.
  7. Implement customer service practices.
  8. Minimise risks to personal and public safety.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

integrate industry knowledge and provide service to clients for a minimum of ten service periods that individually or in combination involve:

interacting with and positively responding to diverse demands and requests of multiple clients

working with speed and efficiency to deal with numerous service and operational tasks simultaneously

identifying issues and problems, determining solutions and taking appropriate action to resolve

working cooperatively as part of a team, monitoring the service process and workflow, and taking responsibility for own work outcomes

providing technical advice and support to other team members.


Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

administrative reporting

administration and reporting relating to:

completing financial transactions

completing work plans and schedules

handover

hygiene, health, safety and security:

completing incident, work health and safety and maintenance reports

customer service

complaint handling

information sources for the sport, fitness and recreation industry and how to access that information

roles and responsibilities of service team members

sectors of the sport, fitness and recreation industry and their interrelationships, roles and functions

full details of organisation products, services, facilities, current promotions, events and entertainment.