Operative or managerial front-of-house personnel typically undertake the duties outlined in this unit. They could be working in any live entertainment venue or in cinema complexes.

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

CUSOHS301A Follow occupational health and safety procedures

CUECOR04B Deal with conflict and resolve complaints

CUEFOH09B Provide venue information and assistance.

ELEMENT

PERFORMANCE CRITERIA

1. Monitor and maintain access to the venue

1.1. Check all items associated with access to the venue before arrival of customers to ensure functionality

1.2. Control access to the venue according to organisational procedures, complying at all times with specific safety and security regulations

1.3. Check areas regularly for safety and comfort of customers.

1.4. When monitoring restricted access areas, check identification and allow only authorised personnel to enter restricted areas

1.5. Restrict access to the auditorium until clearance is obtained

2. Monitor crowds

2.1. Identify the maximum number of customers the area can accommodate

2.2. Ensure that queues are controlled firmly and courteously

2.3. Monitor the crowd size and ensure that the maximum number is not exceeded

2.4. Request that customers surrender restricted items and confiscate, if necessary, according to organisational procedures

2.5. Identify problems promptly and take action to rectify or refer to relevant personnel

2.6. Monitor crowd behaviour and promptly report any problems to the appropriate personnel or security personnel

2.7. Communicate with colleagues and customers in a courteous manner at all times

Required skills

effective communication techniques for dealing with customers and crowds

numeracy skills sufficient to make counts and estimate crowd numbers

Required knowledge

venue security and monitoring procedures

restricted items and associated policies

health and safety issues and regulations

protocols for contacting emergency or security services and relevant contacts

layout of venue, including fire and safety exits, entrance doors/gates

various formats for identification worn by those associated with the performance/session/event

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:

knowledge of procedures for monitoring entry areas

ability to effectively communicate with the crowds and quickly resolve any conflict as it arises.

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

monitoring a crowd for a commercially realistic period of time to allow for a variety of crowd circumstances to arise

commercially realistic ratios of customers to candidate to reflect typical workplace and crowd conditions.

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 monitoring crowds at a venue

role plays to assess ability to negotiate the surrender or confiscation of restricted items

written or oral questions and tests to assess knowledge of the venue and procedures, e.g. safety and security, confiscation of items

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.

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.

Items associated with access to the venue may include:

barriers

exit and entry locations

fences, gates

signage

Access points may include:

fire exits

public entrance

stage door

Venue areas to be monitored may include:

entry areas for the auditorium within the venue

foyer areas

street entrance and footpaths outside the venue

Restricted access areas may include:

backstage

operating point for technical equipment, e.g. sound mixing desk

the performance area

Restricted items to be surrendered or confiscated may include:

cameras

dangerous or illegal items, eg drugs, weapons, other items that are potential weapons

drinks

food

recording devices, e.g. DVD/video recorders

telecommunication equipment, eg mobile phones, pagers

umbrellas

Relevant personnel may include:

crowd control staff

front-of-house manager

medical personnel

other security staff

police

venue management

Unit sector

Media and entertainment production - front of house

This unit contains employability skills.