Certificate III in Venues and Events (Customer Service)

This qualification reflects the role of individuals who apply a broad range of competencies in a range of customer service contexts in the entertainment industry. In carrying out their duties they are expected to use some discretion and judgement supported by relevant theoretical knowledge.

Job roles

Box office assistant

Bar attendant in a small venue.


Total number of units = 12

6 core units

3 Group A units

3 elective units

The 3 elective units may be selected from the remaining Group A and/or Group B units listed below or any endorsed Training Package. 2 of these elective units may be selected from any accredited course.

Elective units must be relevant to the work outcome and local industry requirements and be at an appropriate qualification level.

Core units

Health, safety and security

add topic BSBOHS201A Participate in OHS processes

Industry practice

add topic BSBDIV301A Work effectively with diversity

add topic CUECOR02C Work with others

add topic CUECOR03C Provide quality service to customers

add topic CUECOR04B Deal with conflict and resolve complaints

add topic CUEIND01D Source and apply entertainment industry knowledge

Group A units (specialist)

add topic CUEFOH03C Provide seating and ticketing advice

add topic CUEFOH04C Usher patrons

add topic CUEFOH07B Process financial transactions

add topic CUEFOH08B Process incoming customer orders

add topic CUEFOH09B Provide venue information and assistance

add topic CUEFOH10B Monitor entry to a venue

add topic SITXEVT002A Provide event staging support

add topic SITTVAF002A Provide a briefing or scripted commentary

WRRLP2BMinimise theft

WRRS1BSell products and services

WRRS2BAdvise on products and services

Group B units

Business administration and management

add topic BSBINM301A Organise workplace information

add topic BSBITU202A Create and use simple spreadsheets

add topic BSBITU306A Design and produce business documents

add topic BSBITU307A Develop keyboarding speed and accuracy

add topic BSBITU309A Produce desk top published documents

add topic BSBITU301A Create and use databases

add topic BSBITU302A Create electronic presentations

add topic CUVADM11B Work within an arts organisation context

add topic CUVADM12B Work with arts professionals in an arts organisation

Event management

add topic SITXCOM006A Address protocol requirements

add topic SITXEVT001A Develop and update event industry knowledge

add topic SITXEVT004A Coordinate on-site event registrations

add topic SITXEVT005A Organise in-house functions


add topic BSBFIA302A Process payroll

add topic BSBFIA303A Process accounts payable and receivable

add topic BSBFIA304A Maintain a general ledger

add topic SITXFIN002A Maintain financial records

Industry practice

add topic BSBSUS201A Participate in environmentally sustainable work practices

add topic CUECOR01C Manage own work and learning

add topic CUEIND03B Integrate accessibility principles into work practices

add topic CUFIND201A Develop and apply creative arts industry knowledge

add topic CUVICS03B Develop innovative ideas at work


add topic CUEMAR01C Assist with marketing


add topic HLTFA201A Provide basic emergency life support

add topic HLTFA301B Apply first aid


add topic BSBSUS201A Participate in environmentally sustainable work practices


add topic TAADEL301C Provide training through instruction and demonstration of work skills

Selecting electives for different outcomes

The context for this qualification varies, and this must guide the selection of elective units. The following examples are designed to assist in the selection of appropriate electives for particular outcomes at this level, but they are in no way prescriptive.

Box office assistant

Core units plus:

add topic CUEFOH03C Provide seating and ticketing advice

add topic CUEFOH07B Process financial transactions

add topic CUEFOH08B Process incoming customer orders

add topic CUEFOH10B Monitor entry to a venue

add topic CUEFOH04C Usher patrons

WRRS1B Sell products and services

Bar attendant in a small venue

add topic CUEFOH07B Process financial transactions

add topic CUEFOH10B Monitor entry to a venue

CUEFOH4C Usher patrons

add topic SITHFAB001B Clean and tidy bar areas

add topic SITHFAB002B Operate a bar

add topic SITHFAB009A Provide responsible service of alcohol


    Pathways into the qualification

    Candidates may enter the qualification with limited or no vocational experience and without a relevant lower-level qualification.

Entry Requirements

Not applicable.

Licensing Information

Licensing, legislative, regulatory or certification considerations

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Employability Skills

The following table contains a summary of the employability skills required by the entertainment industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options. This table is a summary of employability skills that are typical of this qualification and should not be interpreted as definitive.

Employability Skill

Industry/enterprise requirements for this qualification include:


explaining restrictions to customers

checking ID in restricted areas

communicating with customers/patrons from diverse cultural backgrounds

selling tickets and other items

passing on key safety information to colleagues


providing information to colleagues about crowd size/movement

working as a team member in an entertainment venue in a variety of roles, e.g. ushering patrons, operating the bar

sharing information with colleagues

checking safety procedures with other team members

showing sensitivity to cultural and social differences when communicating with others


dealing with queues in venues

dealing with difficult customers

seating patrons who arrive late or who have special needs

identifying safety issues and reporting them to appropriate person

Initiative and enterprise

dealing effectively with potentially difficult situations, e.g. having to confiscate restricted items for the duration of the performance

investigating discrepancies when reconciling financial takings

Planning and organising

completing crowd and safety/security checks on a regular basis

organising reconciliation of financial takings

organising work tasks to ensure safety


following workplace procedures, particularly in relation to OHS

maintaining personal safety standards

acting within the scope of job role


keeping up to date with industry developments


using point of sale technology

using the internet as a source of information about the industry