While this unit applies mainly to frontline customer service staff such as ushers, food and beverage outlet and box office personnel, it can apply to any person working in theatres, event venues and cinemas who come into contact with customers.

This unit has strong linkages to the following units, and combined training and/or assessment is recommended:

CUEFOH04C Usher patrons

CUEFOH10B Monitor entry to a venue.

ELEMENT

PERFORMANCE CRITERIA

1. Access and update venue information

1.1. Access and keep up-to-date with information on facilities available at the venue in accordance with organisational systems

1.2. Incorporate information into day-to-day contact with the customer to support quality of service standards within the venue

1.3. Share information with colleagues to support efficiency of service

2. Greet patrons

2.1. Greet patrons courteously and according to organisational procedures

2.2. Provide special recognition to any regular patrons

3. Provide information and assistance to patrons

3.1. Proactively identify information and assistance needs of different patrons, including those with special needs

3.2. Respond to requests for information and assistance politely and provide accurate, clear and concise information

3.3. Provide special assistance to patrons with special needs with care and consideration and in accordance with enterprise procedures

3.4. Relay requests for further information or assistance to other relevant personnel, as required

3.5. Clearly and politely communicate any changes to the scheduled performance/session/event and address patrons' concerns, as required

3.6. Promote products and services available within the venue to patrons using appropriate customer service skills

Required skills

literacy skills sufficient to interpret venue information

Required knowledge

sources of information on venues and facilities

information systems used by venues

layout of the venue and location of all facilities

product knowledge of venue performances/sessions/event times

understanding of the type and style of performances/sessions/events in current progress

broad knowledge of future events at the venue where appropriate

special facilities and services available to people with special needs

procedures for dealing with people with special needs

customer service standards for greeting patrons

venue safety and security issues, procedures and regulations as they affect the provision of venue information

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 access appropriate information on venue facilities, and all operational aspects of the performance/session/event, eg start/finish times

ability to provide accurate information and advice on facilities which matches customer needs and requests

provision of special assistance to those people who have special needs.

Context of and specific resources for assessment

The assessment context must provide for:

practical demonstration of skills within an operational venue environment, eg a cinema, live theatre, conference centre

interaction with and involvement of a customer group to whom information and assistance can be provided

demonstration of information provision for wide variety of venue facilities and services to meet varying customer needs.

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 providing information and assistance to customers within a venue

direct observation of the candidate providing services to those with special needs

case studies to assess ability to match information to customer needs/requests

review of information manuals or notes kept by the candidate

written or oral questions and tests to assess knowledge of information sources and actual knowledge of venue facilities and services

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

typical industry information storage systems for venue and performance/session/event information.

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 could be accessed and kept up-to-date in a number of ways, including:

discussions with colleagues

internal newsletters

leaflets and brochures

staff noticeboards

team meetings

Customers with special needs may require:

hearing assistance

immobility access

special car parking

special seating

translation assistance

wheelchair access

Customers with special needs may include:

aged people

first-time patrons

groups

infants

parents with young children

pregnant women

school groups

those with a disability

those with special or cultural needs

unaccompanied children

VIPs

Requests for information may cover:

availability and cost of programmes

changes to schedules/venues/programs

cloakroom arrangements

correct entrance to auditorium

details of current and future performances/sessions/events

details of future performances/sessions/events

directions both within and outside the venue

exit point for the venue

facilities for those with special needs

general facilities at the venue

intermission time

location and access to car parking facilities

location food and beverage outlets

location of bathrooms

location of merchandising stand/store

lost property arrangements

opening hours

performance/session/event start/finish times

pricing of tickets, programs and promotional merchandise

seating arrangements

special-access requirements, e.g. wheelchair access

Relevant personnel may include:

box office

food/beverage counter staff

front-of-house manager

management

police

reception

security personnel

supervisor

ushers

Unit sector

Media and entertainment production - front of house

This unit contains employability skills.