SITXCCS005
Provide club reception services


Application

This unit describes the performance outcomes, skills and knowledge required to provide reception services in a licensed club environment. It requires the ability to deliver quality customer service while assisting customers to comply with club and legislative licensing requirements.

The unit applies to all types of licensed clubs, including sporting, entertainment, social, workers’ and Returned and Services League (RSL) clubs.

It applies to frontline customer service personnel who operate with some level of independence and under limited supervision. This includes club receptionists, front desk receptionists, and doorpersons.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.


Elements and Performance Criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Provide information on club services and process memberships.

1.1.Provide advice and information on club services and facilities to members, guests and visitors.

1.2.Explain membership requirements and rules to members, guests and visitors in a professional manner.

1.3.Explain membership application forms to applicants and assist with form completion.

1.4.Calculate and process membership payments.

1.5.Issue correct proof of membership documentation.

1.6.Use club reception technology to assist with providing services to members and guests.

2. Monitor entry to club.

2.1.Check proof of membership upon entry to the club.

2.2.Assist guests and visitors to sign in according to government and organisational requirements.

2.3.Check member, guest and visitor compliance with dress and age regulations.

2.4.Refuse entry to non-compliant members, guests and visitors.

2.5.Escalate disputes over club entry to security, supervisor or other relevant person according to organisational policy.

Evidence of Performance

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

respond to at least three different member, guest or visitor enquiries about facilities, services and membership

process membership applications and issue membership documentation for at least three different new members

monitor club entry by members, guests and visitors during at least four service periods, ensuring all entry requirements are met and enabling efficient flow through reception to club facilities

perform above activities in a professional manner and within commercial timeframes.


Evidence of Knowledge

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key aspects of club licensing laws covering entry requirements for members, guests and visitors

acceptable forms of club membership documentation

acceptable forms of identification (ID), proof of age and residence

purpose and use of typical club reception technology:

information systems currently used by clubs to manage membership database

membership badge production equipment

scanning equipment for temporary membership documents

communications equipment:

telephones

radio

internal public address system

organisational dress regulations for club

club membership rules, conditions, benefits, entitlements and costs

contents of membership application forms and importance of ensuring accurate recording of membership details

full details of club services, facilities, current promotions, events and entertainment.


Assessment Conditions

Skills must be demonstrated in an environment where operational club reception services are offered. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

club reception technology:

communications equipment:

telephones

internal public address system

computers and information systems currently used by clubs to manage membership

scanning equipment for temporary membership documents

current plain English regulatory documents outlining club entry requirements

club documents outlining current policies, procedures, facilities, membership benefits, costs and dress regulations

club membership application forms

club members, guests and visitors with whom the individual can interact; these can be:

customers in an industry workplace during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.


Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.

SKILLS

DESCRIPTION

Reading skills to:

recognise club membership, identification (ID) and proof of age documents

interpret and follow in-house policies and procedures

locate information in membership database records.

Writing skills to:

enter information legibly into membership application forms.

Oral communication skills to:

discuss club entry matters with members and guests in a professional manner.

Technology skills to:

access and interpret membership database information

use public address systems.


Sectors

Cross-Sector


Competency Field

Client and Customer Service