Application
This unit describes the performance outcomes, skills and knowledge required to provide advice on and issue tickets or passes for events and productions in the screen, media, entertainment and events industry.
At this level, individuals are required to use some discretion and judgement and operate under broad supervision within an established framework of plans and procedures.
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. Maintain knowledge of venue facilities and performances | 1.1 Identify and access sources of current and accurate venue information 1.2 Ensure full understanding of venue seating and ticketing arrangements, including consideration of issues affecting customers with special needs 1.3 Record and store information for future use, according to organisational systems |
2. Respond to customer queries | 2.1 Provide accurate information on costs of ticket categories, including concessional rates and conditions of availability 2.2 Provide accurate information on start and finish times in response to customer queries 2.3 Provide information on facilities and services for customers with special needs, as required 2.4 Advise customers on nature of seating, including location and viewing details 2.5 Take account of special requests and customers with special needs when selecting seats 2.6 Make appropriate recommendations for alternative or future performances, sessions or events as required 2.7 Provide accurate and clear advice on refund and exchange policies and procedures 2.8 Handle enquiries and sales in an efficient and polite manner, mindful of the need for speedy processing of requests at peak times 2.9 Seek advice or assistance from colleagues as required |
3. Issue tickets | 3.1 Check that required equipment and materials are available and operational before beginning ticket issue 3.2 Issue tickets and receipts according to organisational procedures and ticketing system 3.3 Check tickets before providing them to customers and reconfirm details with customers |
4. Maintain online booking systems | 4.1 Load performance session and venue seating data into ticketing software system 4.2 Monitor the currency of information about events and productions and update as required 4.3 Respond to queries received through online booking systems and refer issues beyond scope of own job role to relevant personnel |
Evidence of Performance
Evidence of the ability to:
provide accurate seating and ticketing advice in response to customer requests
use standard ticketing systems to issue tickets for at least two events or performances
interact in a helpful and positive manner with colleagues and members of the public.
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:
outline the main features of ticketing systems used by venues and where information about venue facilities and ticketing systems can usually be found
list and briefly describe different types and styles of performances, sessions or events offered by venues
list and describe the facilities and services typically available to people with special needs
explain the procedures and systems for determining availability of tickets
explain the payment, refund and exchange procedures.
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 ticketing systems and venues where tickets can be issued.
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, 1.2, 2.1, 2.2, 4.2 | Interprets ticketing and venue information |
Writing | 1.3 | Completes workplace documentation |
Oral communication | 2.1, 2.2, 2.3, 2.4, 2.6, 2.7, 2.8, 2.9, 3.3, 4.3 | Obtains information by listening and questioning Uses clear language to provide information |
Numeracy | 2.1, 2.7, 3.2, 4.1 | Calculates number of seats Advises on cost of tickets Uses numerical features of electronic booking systems |
Navigate the world of work | 1.3, 4.3 | Follows workplace protocols Understands and completes main tasks and responsibilities, within the boundaries of own role |
Interact with others | 2.1, 2.2, 2.3, 2.4, 2.5, 2.6, 2.7, 2.8, 2.9, 3.2, 3.3, 4.3 | Uses language, tone and non-verbal behaviour appropriate for interacting with the general public Works collaboratively with those involved in front of house duties |
Get the work done | 1.1, 1.2, 1.3, 2.1, 2.2, 2.3, 2.4, 2.5, 2.6, 2.7, 2.8, 3.1, 3.2, 3.3, 4.1, 4.2, 4.3 | Adopts a methodical and logical approach to providing seating and ticketing services Handles peak periods of activity in a positive and enthusiastic manner Takes responsibility for making decisions in relation to routine and some non-routine customer requests Uses computer-based ticketing systems Accesses information on the internet relevant to work activities |
Sectors
Media and entertainment production – front of house