Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CUAFOH501 Mapping and Delivery Guide
Manage front of house services

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency CUAFOH501 - Manage front of house services
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to manage front of house services at venues during performances or events.Individuals who apply these skills are expected to display a high level of initiative, judgement and responsibility as they coordinate the set-up of venues prior to performances and manage on-site customer service.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in creative arts industry environments. The assessment environment must include access to a venue and a team of operational front of house personnel.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational educational and training legislation, frameworks and/or standards.

Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Supervise the set-up of venues
  • Liaise with relevant personnel and check that required front of house services have been arranged
  • Check that all aspects of venue set-up, facilities and equipment minimise risk of injury to patrons and allow easy access for people with disabilities
  • Take prompt action to rectify situations that could potentially disrupt services during operating hours
  • Provide briefings, as required, to personnel prior to opening venues
  • Open venues at scheduled opening times
       
Element: Monitor front of house services
  • Monitor the provision of services and take prompt action to resolve problems as they arise
  • Take responsibility for the resolution of escalated problems or complaints
  • Greet VIP patrons and provide special assistance as required
  • Make clear and accurate public announcements as required
  • Liaise with back of house to maximise quality of service to patrons
  • Assist with the workflow of service personnel as required
  • Ensure that all work is undertaken according to safety and security procedures
  • Close and secure venue according to organisational procedures
       
Element: Evaluate front of house services
  • Complete and distribute documentation relating to service operation, including management reports
  • Involve team members in evaluations of front of house services and modify procedures as required
  • Contribute to evaluations of venue services and implement recommendations aimed at improving overall effectiveness of front of house services
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

Elements

Elements describe the essential outcomes.

Performance Criteria

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Supervise the set-up of venues

1.1 Liaise with relevant personnel and check that required front of house services have been arranged

1.2 Check that all aspects of venue set-up, facilities and equipment minimise risk of injury to patrons and allow easy access for people with disabilities

1.3 Take prompt action to rectify situations that could potentially disrupt services during operating hours

1.4 Provide briefings, as required, to personnel prior to opening venues

1.5 Open venues at scheduled opening times

2. Monitor front of house services

2.1 Monitor the provision of services and take prompt action to resolve problems as they arise

2.2 Take responsibility for the resolution of escalated problems or complaints

2.3 Greet VIP patrons and provide special assistance as required

2.4 Make clear and accurate public announcements as required

2.5 Liaise with back of house to maximise quality of service to patrons

2.6 Assist with the workflow of service personnel as required

2.7 Ensure that all work is undertaken according to safety and security procedures

2.8 Close and secure venue according to organisational procedures

3. Evaluate front of house services

3.1 Complete and distribute documentation relating to service operation, including management reports

3.2 Involve team members in evaluations of front of house services and modify procedures as required

3.3 Contribute to evaluations of venue services and implement recommendations aimed at improving overall effectiveness of front of house services

Evidence of the ability to:

manage the following front of house services on at least two occasions:

all aspects of preparing a venue

briefing and supervising staff

closing a venue

resolve problems that typically arise in the context of managing front of house services

work cooperatively with others.

Note: If a specific volume or frequency is not stated, then evidence must be provided for each of the above points at least once.

To complete the unit requirements the individual must:

suggest ways to address issues and challenges that typically arise in the context of managing front of house services

explain operational procedures for the following front of house services:

box office

cloakroom

food and beverage outlets

merchandising store or stand

explain organisational policies and procedures in relation to:

emergency evacuation

incident reporting

refunds and exchanges

staff reporting mechanisms

venue opening and closing.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Elements

Elements describe the essential outcomes.

Performance Criteria

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Supervise the set-up of venues

1.1 Liaise with relevant personnel and check that required front of house services have been arranged

1.2 Check that all aspects of venue set-up, facilities and equipment minimise risk of injury to patrons and allow easy access for people with disabilities

1.3 Take prompt action to rectify situations that could potentially disrupt services during operating hours

1.4 Provide briefings, as required, to personnel prior to opening venues

1.5 Open venues at scheduled opening times

2. Monitor front of house services

2.1 Monitor the provision of services and take prompt action to resolve problems as they arise

2.2 Take responsibility for the resolution of escalated problems or complaints

2.3 Greet VIP patrons and provide special assistance as required

2.4 Make clear and accurate public announcements as required

2.5 Liaise with back of house to maximise quality of service to patrons

2.6 Assist with the workflow of service personnel as required

2.7 Ensure that all work is undertaken according to safety and security procedures

2.8 Close and secure venue according to organisational procedures

3. Evaluate front of house services

3.1 Complete and distribute documentation relating to service operation, including management reports

3.2 Involve team members in evaluations of front of house services and modify procedures as required

3.3 Contribute to evaluations of venue services and implement recommendations aimed at improving overall effectiveness of front of house services

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Liaise with relevant personnel and check that required front of house services have been arranged 
Check that all aspects of venue set-up, facilities and equipment minimise risk of injury to patrons and allow easy access for people with disabilities 
Take prompt action to rectify situations that could potentially disrupt services during operating hours 
Provide briefings, as required, to personnel prior to opening venues 
Open venues at scheduled opening times 
Monitor the provision of services and take prompt action to resolve problems as they arise 
Take responsibility for the resolution of escalated problems or complaints 
Greet VIP patrons and provide special assistance as required 
Make clear and accurate public announcements as required 
Liaise with back of house to maximise quality of service to patrons 
Assist with the workflow of service personnel as required 
Ensure that all work is undertaken according to safety and security procedures 
Close and secure venue according to organisational procedures 
Complete and distribute documentation relating to service operation, including management reports 
Involve team members in evaluations of front of house services and modify procedures as required 
Contribute to evaluations of venue services and implement recommendations aimed at improving overall effectiveness of front of house services 

Forms

Assessment Cover Sheet

CUAFOH501 - Manage front of house services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

CUAFOH501 - Manage front of house services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: