Application
This unit applies to those working or seeking to work in frontline customer service roles in venues open to the public, including cultural, tourism, hospitality and entertainment venues.
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 role, 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 zoos, and collection management or administrative staff in museums).
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Access and update information | 1.1 Source and access information on facilities and services available within the organisation 1.2 Share information with colleagues 1.3 Identify and use opportunities to update and maintain facility and service knowledge |
2. Provide customer service | 2.1 Incorporate information into day-to-day contact with visitors, including visitors with specific needs 2.2 Provide information and assistance in a courteous, culturally appropriate and timely manner 2.3 Demonstrate and instruct visitors in the use of equipment and facilities or refer to appropriate colleagues 2.4 Refer complex enquiries to colleagues, other areas of the organisation, or to external organisations |
3. Collect feedback on services | 3.1 Seek feedback on services from visitors 3.2 Observe visitor behaviour to inform organisational evaluation processes 3.3 Use formal evaluation mechanisms according to organisational procedures 3.4 Provide information on visitor feedback to appropriate colleagues |
Required Skills
Required skills
communication skills to:
collect feedback from visitors
demonstrate and instruct visitors on use of equipment
promote internal products and services
provide information to meet visitor needs
share information with colleagues
initiative and enterprise skills to multi-task and respond effectively to a range of different situations and enquiries
interpersonal skills to:
interact in a courteous and friendly manner with visitors
sensitively assist visitors with specific needs
literacy skills to read and interpret venue information and promotional material
research skills to source information
self-management skills to:
act in a professional manner
follow organisational procedures
technical skills to use business technology.
Required knowledge
commonly used information systems within organisations
facilities, services and procedures for those with specific needs
organisation’s general services, as well as ancillary and temporary services, such as:
parking
programs
retail outlets
temporary exhibitions
organisational procedures and practices relating to the provision of services and information
safety and emergency procedures for visitors, colleagues and self
sources of information on an organisation’s services and facilities
visitor service standards within the organisation.
Evidence Required
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 | Evidence of the ability to: source information on services and facilities communicate information and assist visitors in a friendly, timely and culturally appropriate manner respond effectively to multiple requests in a range of visitor 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 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 verbal or written questioning to assess knowledge of facilities and services. Assessment methods should closely reflect workplace demands and the needs of particular client groups (consider the requirements of different age groups, clients with English as a second language, clients with disabilities, remote library users, etc.). |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCUS201A Deliver a service to customers. |
Range Statement
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: | access audio tours car parking cloaking directions guided tours internal products and services location of facilities opening hours organisation service standards pricing retail, food and beverage services special activities special instructions relating to use of facilities, such as wearing covered shoes ticket sales venue hire and functions. |
Opportunities to update and maintain facility and service knowledge may relate to: | discussions with colleagues internal newsletters launches leaflets and brochures staff noticeboards team meetings workshops. |
Information may be provided: | by mail by phone electronically face-to-face. |
Visitors | affiliated and special interest groups domestic and international tourists individuals or groups special needs groups sponsors and donors the general community users of the organisation’s services. |
Visitors with specific needs may include: | aged people first-time visitors parents with young children people with disabilities people with special cultural needs school groups unaccompanied children. |
Feedback | informal contact and discussion with visitors interviews observation of visitor behaviour surveys. |
Sectors
Cultural services - Exhibitions and visitor programs
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.