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

highlevel communication and customer service skills for dealing tactfully and politely with customers

literacy skills to read documents such as club membership cards membership database records ID cards proof of age cards and drivers licences

writing skills to assist customers to complete membership application forms temporary and guest membership forms and to issue membership badges

numeracy skills to calculate and explain membership costs

The following knowledge must be assessed as part of this unit

broad and working knowledge of club and licensing laws that relate to entry requirements for customers and dress regulations

indepth knowledge of particular club membership rules conditions benefits entitlements and costs

indepth knowledge of the particular club services and facilities

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

Evidence of the following is essential

ability to offer courteous and friendly service to members and guests within the confines of the club rules and legislative requirements

ability to accurately monitor the entry of club members and guests and issue necessary documentation within typical workplace time constraints and to allow for the efficient flow of people through reception to the club facilities

knowledge of club rules and legislative requirements for entry into the club

ability to process a range of different customer enquiries membership applications and temporary membership forms to meet different customer needs and on multiple occasions

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills within a fully equipped industryrealistic club reception environment using appropriate telephones computers printers and public address systems

access to current club regulatory documents distributed by state or territory licensing agencies such as plain English legislative publications that outline club entry requirements

use of current club documents outlining policies procedures club facilities membership benefits costs and dress regulations

interaction with others to demonstrate the interpersonal communication requirements of the unit

Methods of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to provide club reception services The following examples are appropriate for this unit

direct observation of the candidate interacting with customers and providing accurate membership and regulatory information and using club reception technology to assist

roleplay to assess ability to provide appropriate customer service

activities to allow the processing of different types of membership applications and club entry documents

oral and written questions on club facilities membership benefits and costs rules and legislative requirements

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 for example

SITXCOMA Work with colleagues and customers

SITXCOM001A Work with colleagues and customers

SITXCCSA Provide visitor information

SITXCCS001A Provide visitor information.

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

Club services and facilities will vary according to the particular club, and may include:

Club reception technology may include: