Required skills

communication skills to deal tactfully and politely with members and guests

literacy skills to

read and interpret club membership cards membership database records ID cards proof of age cards and drivers licences

write membership application forms temporary and guest membership forms and issue membership badges

numeracy skills to calculate and explain membership costs

problemsolving skills to identify noncompliant members and guests and resolve entry refusal issues

technology skills to access and interpret membership database details and use public address systems

Required knowledge

key aspects of club licensing laws covering entry requirements for members and guests

dress regulations for the club

club membership rules conditions benefits entitlements and costs

full details of club services facilities current promotions events and entertainment

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

offer courteous and friendly service to members and guests

process multiple and diverse customer enquiries about membership and facilities

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

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

Context of and specific resources for assessment

Assessment must ensure use of

a real or simulated club reception environment where customers are served

telephones public address systems computers and information systems currently used by clubs to manage its membership

current plain English regulatory documents outlining club entry requirements

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

customers with whom the individual can interact

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 observation using role plays to assess the individuals ability to

provide service to members and guests

provide accurate entry information

use club reception technology

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

written or oral questioning to assess knowledge of

club facilities

membership benefits and costs

rules and legislative requirements

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

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

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector workplace and job role for example

SITXCCS Provide visitor information

SITXCCS Provide lost and found services

SITXCCS Provide service to customers

SITXCOM Show social and cultural sensitivity

Club services and facilities may include:

Club reception technology may include: