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

CUEFOH06C Mapping and Delivery Guide
Manage venue services

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency CUEFOH06C - Manage venue services
Description This unit describes the skills and knowledge required to control venue services at a venue during performances/events. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application Senior venue personnel such as front of house managers apply the skills and knowledge outlined in this unit. They are responsible for coordinating the set-up of venues prior to performances/events and for managing on-site customer service. Venue services management requires considerable communication, negotiation and problem solving skills. People in this role have a high degree of autonomy and would typically supervise others. This unit has strong linkages to the following units, and combined training and/or assessment may be appropriate:CUECOR04B Deal with conflict and resolve complaintsBSBCUS501A Manage quality customer service.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Media and entertainment production - front of house
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: Prepare venue for patrons
  • Liaise with the relevant personnel and check that all required services have been arranged
  • Check that all aspects of the venue set-up, facilities and equipment allows for easy patron access, especially for those with disabilities, and to minimise risk of injury to patrons
  • Identify any deficiencies, including staff shortages, and take prompt action to rectify the situation
  • Provide a briefing, as required, to service personnel prior to the opening of the venue
  • Open the venue at scheduled opening time
       
Element: Monitor venue services
  • Monitor the provision of services, identify any problems as they arise and take prompt action to resolve the situation
  • Take responsibility for the resolution of any 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
  • Debrief personnel as required and use feedback constructively to enhance quality of future service provision
  • Complete and distribute any documentation relating to service operation, including relevant management reports
  • Close and secure venue as required in accordance with organisational procedures
       


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.

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

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.

Context of and specific resources for assessment

The assessment context must provide for:

practical demonstration of skills within a fully equipped operational venue, eg 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.

Method of assessment

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).

Guidance information for assessment

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, eg box office, merchandising store/stand

policy and procedures for front-of-house services, eg emergency evacuation, refunds, 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.

Required skills

emergency evacuation procedures

operation of the public address system

communication and conflict resolution techniques

staff responsibilities and reporting mechanisms

incident report documentation

Required knowledge

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

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Venue services may include:

box office

front-of-house

guiding

ushering

visitor information

Checking all aspects of the set-up of the venue, facilities and equipment may include:

bathroom facilities

box office operations

checking that all emergency evacuation areas are clear and that safety equipment is operational

checking that auditorium is correctly configured

checking that venue is clean and tidy

cleaning and tidying venue or instructing other staff to clean and tidy venue

food and beverage outlets

merchandising stores/stands

program stands

promotional displays

the cloakroom

Venues may be:

permanent

temporary

Staff briefing may include:

details of event

fire drills

house policies

information about products and services available

information on VIP attendance

notification of forthcoming events

organisational policies and procedures

prior knowledge of special needs of particular patrons

special seating arrangements

Assisting with the workflow of service personnel may involve:

selling programs and other merchandise

ushering patrons

working food and beverage outlets

Documentation relating to the front-of-house operation may include:

incident reports

merchandise sales reports

staff timesheets

ticket sales reports

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 the relevant personnel and check that all required services have been arranged 
Check that all aspects of the venue set-up, facilities and equipment allows for easy patron access, especially for those with disabilities, and to minimise risk of injury to patrons 
Identify any deficiencies, including staff shortages, and take prompt action to rectify the situation 
Provide a briefing, as required, to service personnel prior to the opening of the venue 
Open the venue at scheduled opening time 
Monitor the provision of services, identify any problems as they arise and take prompt action to resolve the situation 
Take responsibility for the resolution of any 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 
Debrief personnel as required and use feedback constructively to enhance quality of future service provision 
Complete and distribute any documentation relating to service operation, including relevant management reports 
Close and secure venue as required in accordance with organisational procedures 

Forms

Assessment Cover Sheet

CUEFOH06C - Manage venue 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

CUEFOH06C - Manage venue 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: