This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

communication and interpersonal skills to interact in a friendly and courteous way with customers

basic research skills to source information on a predictable range of customer requests

literacy skills to understand interpret and orally communicate venue information and promotional material

The following knowledge must be assessed as part of this unit

sources of information on the organisations services and facilities

typical information systems used within the different types of venues open to the general public

organisation facilities services and procedures including for those with special needs such as parking exhibits show times retail outlets and special events

available sources of advice and referral

safety and emergency procedures for visitors colleagues and self

sources of venue customers in the relevant industry context

roles of different departments within different types of venues

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

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

Evidence of the following is essential

ability to access appropriate information on services and facilities

ability to communicate information and assist visitors in a courteous and culturally appropriate manner

demonstration of skills on multiple occasions or in response to multiple requests to reflect breadth of knowledge and ability to respond to different situations

Context of and specific resources for assessment

Assessment must ensure

interaction with others in the provision of information to demonstrate the appropriate interpersonal skills

use of current venue information

Methods 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 observation of the candidate providing assistance and information

case studies to assess ability to source a range of different types of information for different purposes

written and oral questioning or interview to test knowledge of the sources of information and the role of information systems within the venue

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

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

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Information on facilities and services may relate to:

Opportunities to update and maintain facility and service knowledge may include reference to:

Feedback may be: