Underpinning skills and knowledge
Assessment must include evidence of the following knowledge and skills:
operational aspects of service facilities which operate at the venue, e.g. box office, food and beverage outlets, cloakroom, merchandising store/stand
in-depth knowledge of policies and procedures applicable to delivering services to venue customers, including refunds and exchanges
opening and closing procedures for the venue
emergency evacuation procedures
operation of the public address system
communication and conflict resolution techniques
staff responsibilities and reporting mechanisms
incident report documentation.
Linkages to other units
This unit has strong linkages to the following units, and combined training and/or assessment may be appropriate:
CUECOR04A - Deal with conflict and resolve complaints
BSXFLM507A - Manage quality customer service
Critical aspects of evidence
The following evidence is critical to the judgement of competence in this unit:
ability to manage the on-site operation of venue services, including all aspects of preparing the venue, briefing and monitoring staff, and closing down the venue
knowledge of the range of problems which may arise and ability to resolve them.
Method and context of assessment
The assessment context must provide for:
practical demonstration of skills within a fully equipped operational venue, e.g. a cinema, live theatre, conference centre, on more than one occasion
involvement of a team of operational venue personnel involved in delivering venue services
presence of commercially realistic time pressures involved in the operation of the front-of-house at the time of a performance/session/event
commercially realistic ratios of customers to operational personnel to reflect typical workplace pressures.
Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include:
direct observation of the candidate managing venue services
evaluation of reports prepared by the candidate on the venue service management process, including the issues and solutions associated with delivering efficient outcomes
review of documentation prepared by the candidate such as running sheets, incident reports, briefing notes
role plays to assess ability to negotiate solutions to problems
written or oral questions, tests and interview to assess knowledge of the venue and procedures
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.
Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).
Resource requirements
Assessment of this unit requires access to:
a venue where performances/cinema sessions/events take place
a range of operational outlets commonly operated within a venue, e.g. box office, merchandising store/stand
policy and procedures for front-of-house services, e.g. emergency evacuation, refunds, opening and closing.
Key competencies in this unit
Key competencies are built into all workplace competencies. The following table describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.
Level 1 = Perform
Level 2 = Administer and Manage
Level 3 = Design and Evaluate
Collecting, organising and analysing information (2)
Assessing operational issues.
Communicating ideas and information (2)
Providing briefings to staff.
Planning and organising activities (2)
Organising team tasks.
Working with others and in teams (2)
Monitoring team work patterns.
Using mathematical ideas and techniques (1)
Monitoring times/schedules.
Solving problems (2)
Resolving escalated complaints.
Using technology (1)
Using house information system.
Underpinning skills and knowledge
Assessment must include evidence of the following knowledge and skills:
operational aspects of service facilities which operate at the venue, e.g. box office, food and beverage outlets, cloakroom, merchandising store/stand
in-depth knowledge of policies and procedures applicable to delivering services to venue customers, including refunds and exchanges
opening and closing procedures for the venue
emergency evacuation procedures
operation of the public address system
communication and conflict resolution techniques
staff responsibilities and reporting mechanisms
incident report documentation.
Linkages to other units
This unit has strong linkages to the following units, and combined training and/or assessment may be appropriate:
CUECOR04A - Deal with conflict and resolve complaints
BSXFLM507A - Manage quality customer service
Critical aspects of evidence
The following evidence is critical to the judgement of competence in this unit:
ability to manage the on-site operation of venue services, including all aspects of preparing the venue, briefing and monitoring staff, and closing down the venue
knowledge of the range of problems which may arise and ability to resolve them.
Method and context of assessment
The assessment context must provide for:
practical demonstration of skills within a fully equipped operational venue, e.g. a cinema, live theatre, conference centre, on more than one occasion
involvement of a team of operational venue personnel involved in delivering venue services
presence of commercially realistic time pressures involved in the operation of the front-of-house at the time of a performance/session/event
commercially realistic ratios of customers to operational personnel to reflect typical workplace pressures.
Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include:
direct observation of the candidate managing venue services
evaluation of reports prepared by the candidate on the venue service management process, including the issues and solutions associated with delivering efficient outcomes
review of documentation prepared by the candidate such as running sheets, incident reports, briefing notes
role plays to assess ability to negotiate solutions to problems
written or oral questions, tests and interview to assess knowledge of the venue and procedures
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.
Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).
Resource requirements
Assessment of this unit requires access to:
a venue where performances/cinema sessions/events take place
a range of operational outlets commonly operated within a venue, e.g. box office, merchandising store/stand
policy and procedures for front-of-house services, e.g. emergency evacuation, refunds, opening and closing.
Key competencies in this unit
Key competencies are built into all workplace competencies. The following table describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.
Level 1 = Perform
Level 2 = Administer and Manage
Level 3 = Design and Evaluate
Collecting, organising and analysing information (2)
Assessing operational issues.
Communicating ideas and information (2)
Providing briefings to staff.
Planning and organising activities (2)
Organising team tasks.
Working with others and in teams (2)
Monitoring team work patterns.
Using mathematical ideas and techniques (1)
Monitoring times/schedules.
Solving problems (2)
Resolving escalated complaints.
Using technology (1)
Using house information system.