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

CULMS202C Mapping and Delivery Guide
Provide visitors with venue information and assistance

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency CULMS202C - Provide visitors with venue information and assistance
Description This unit describes the performance outcomes, skills and knowledge required to provide visitors with information on the venue's facilities and services. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary for the qualification in which this unit of competency is packaged, will assist in identifying Employability Skills requirements.
Learning Outcomes and Application This unit applies to frontline customer service staff working in a range of cultural, tourism, hospitality or entertainment venues, or any type of venue which is open to the public. Provision of information is often face-to-face but may be by telephone or other remote mechanisms. Customer service personnel working under supervision undertake this function, but the unit is also relevant to those working in operational roles where customer service may not be the main focus of work (e.g. animal handlers in a zoo, collection management or administrative staff in a museum).
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
Competency Field Education and Visitor Services
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: Access and update information
       
Element: Source and access informationon facilities and services available within the organisation in accordance with organisational systems
       
Element: Incorporate information into day-to-day contact with visitors to support the quality of service standards within the organisation
       
Element: Share information with colleagues to support the efficiency and quality of service
       
Element: Identify and use opportunities to update and maintain facility and service knowledge
       
Element: Provide information about services and facilities
       
Element: Pro-actively identify information and assistance needs of different customers, including those visitors with specific needs
       
Element: Provide accurate information and assistance in a clear, concise, courteous and culturally appropriate manner
       
Element: Where appropriate, assist and/or instruct to visitors in the use of equipment and facilities or refer to appropriate colleagues
       
Element: Where appropriate, refer enquiries to other areas of the organisation or to external organisations
       
Element: Promote internal products and services to visitors using appropriate customer service skills
       
Element: Seek feedback on services
       
Element: Pro-actively seek feedback and comment on services from visitors
       
Element: Observe visitor behaviour and interest to inform organisational evaluation processes
       
Element: Follow appropriate procedures where formal evaluation mechanisms are in place
       
Element: Provide information on visitor feedback to appropriate colleagues
       


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.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ability to access appropriate information on services and facilities

ability to communicate information and assist visitors in a friendly and culturally appropriate manner

demonstration of skills on multiple occasions or in response to multiple requests to reflect breadth of knowledge and ability to respond to different situations.

Context of and specific resources for assessment

Assessment must ensure:

interaction with others to reflect the customer service and communication skills in this unit

access to typical information storage systems.

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 questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

direct observation of the candidate providing information and assistance to visitors, including those with special needs

evaluation of responses prepared by the candidate to meet a range of different information needs

review of information manuals or notes kept by the candidate

oral or written questioning to assess knowledge of facilities and services.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

other customer service units.

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

communication and interpersonal skills to interact in a courteous and friendly way with customers

research skills to source information on a predictable range of customer requests

literacy skills to understand, interpret and orally communicate venue information and promotional material.

Required knowledge

sources of information on the organisation's services and facilities

typical information systems used within museum organisation

organisation's general services plus ancillary and temporary services e.g. parking, retail outlets, temporary exhibitions

facilities, services and procedures for those with specific needs

customer service standards within the organisation

organisational procedures and practices relating to the provision of services and information

available sources of advice and referral

safety and emergency procedures for visitors, colleagues and self.

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.

Information on facilities and services may relate to:

opening hours

access

pricing

ticket sales

cloaking

directions, location of facilities,

guided tours, audio tours, special activities

retail, food and beverage services

venue hire and functions

car parking

Opportunities to update and maintain facility and service knowledge may include reference to:

staff noticeboards

leaflets and brochures

team meetings

internal newsletters

discussions with colleagues

Information may be provided:

face-to-face

by phone

by mail

electronically

Visitors may be individuals or groups and may include:

domestic and international tourists

the general community

special needs groups

users of the institution's services

affiliated and special interest groups

sponsors and donors

Visitors with specific needs may include:

those with a disability

those with special cultural needs

first-time visitors

parents with young children

unaccompanied children

aged people

school groups

VIPs

Feedback may be obtained through:

informal contact/discussion with visitors

surveys

interviews

observation of visitor behaviour

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
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

Forms

Assessment Cover Sheet

CULMS202C - Provide visitors with venue information and assistance
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

CULMS202C - Provide visitors with venue information and assistance

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: