Application
This unit describes the performance outcomes, skills and knowledge required to process tickets or passes, and seat patrons for theatre performances, events and cinema sessions.
At this level, individuals are under broad supervision and are expected to act autonomously within established parameters as they take responsibility for monitoring patron movements in and out of auditoriums and assisting with special seating requirements.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
Elements Elements describe the essential outcomes. | Performance Criteria Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Check and process tickets | 1.1 Check tickets or passes for validity and seating location, and process according to organisational procedures 1.2 Take appropriate action should problems arise with tickets or passes 1.3 Provide patrons with accurate auditorium information and information about special restrictions or requirements that apply 1.4 Promptly refer issues beyond own level of responsibility to relevant personnel |
2. Seat patrons | 2.1 Encourage patrons to enter location according to public announcements 2.2 Manage queues so that patrons are seated efficiently and performances are not delayed 2.3 Monitor crowd movement and take appropriate action to address problems 2.4 Ensure the safety of patrons when directing or guiding them to seats 2.5 Manage seating problems and take remedial action according to individual level of responsibility and organisational procedures 2.6 Identify patrons with special needs and provide assistance to seat them at the most appropriate time for the comfort and convenience of all patrons 2.7 Provide latecomers with accurate information on when they may be seated and assist them to their seats at the appropriate time |
3. Monitor entry in and out of auditoriums | 3.1 Close auditorium doors in time for performances, sessions or events and monitor state of doors according to organisational procedures and safety requirements 3.2 Assist patrons to exit and re-enter auditorium safely as required 3.3 Clear auditorium of patrons at the end of performance, session or event according to safety requirements and regulations 3.4 Tidy and secure auditorium as required |
Evidence of Performance
Evidence of the ability to:
check and process tickets and seat patrons efficiently for at least one performance or event
identify and resolve seating problems
provide assistance to people with special seating needs
interact with colleagues and members of the public in a polite and helpful manner.
Note: If a specific volume or frequency is not stated, then evidence must be provided for each of the above points at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
describe typical features or procedures in relation to:
assisting people with special needs to and from their seats
facilities and services available to people with special needs
information on tickets or passes
layout of auditoriums
seating configuration and related pricing categories
methods of crowd control
safety issues and regulations in relation to ushering patrons
carrying out security checks
ushering patrons.
Assessment Conditions
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 where ushers are required to direct patrons.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational educational and training legislation, frameworks and/or standards.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1 | Interprets information on tickets or passes and documentation associated with front of house duties |
Oral Communication | 1.3, 1.4, 2.1, 2.4, 2.7, 3.2 | Uses clear language to provide information and explain requirements |
Numeracy | 1.1 | Counts tickets and seats |
Navigate the world of work | 1.4, 2.4, 2.5, 3.1, 3.2, 3.3 | Undertakes tasks in line with own level of responsibility Follows safety and workplace procedures |
Interact with others | 1.3, 1.4, 2.1, 2.4, 2.7, 3.2 | Interacts with colleagues and general public in an appropriate and collaborative manner |
Get the work done | 1.1, 1.2, 2.1, 2.2, 2.3, 2.5, 2.6, 3.1, 3.3, 3.4 | Adopts a logical and time-efficient approach to ushering duties Facilitates the movement of queues and crowds by following scheduled times Identifies the most appropriate way to handle customers with special needs Identifies and deals efficiently with problems that arise when ushering patrons |
Sectors
Media and entertainment production – front of house