NTISthis.com

Evidence Guide: CUAFOH501 - Manage front of house services

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CUAFOH501 - Manage front of house services

What evidence can you provide to prove your understanding of each of the following citeria?

Supervise the set-up of venues

  1. Liaise with relevant personnel and check that required front of house services have been arranged
  2. Check that all aspects of venue set-up, facilities and equipment minimise risk of injury to patrons and allow easy access for people with disabilities
  3. Take prompt action to rectify situations that could potentially disrupt services during operating hours
  4. Provide briefings, as required, to personnel prior to opening venues
  5. Open venues at scheduled opening times
Liaise with relevant personnel and check that required front of house services have been arranged

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Check that all aspects of venue set-up, facilities and equipment minimise risk of injury to patrons and allow easy access for people with disabilities

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Take prompt action to rectify situations that could potentially disrupt services during operating hours

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide briefings, as required, to personnel prior to opening venues

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Open venues at scheduled opening times

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Monitor front of house services

  1. Monitor the provision of services and take prompt action to resolve problems as they arise
  2. Take responsibility for the resolution of escalated problems or complaints
  3. Greet VIP patrons and provide special assistance as required
  4. Make clear and accurate public announcements as required
  5. Liaise with back of house to maximise quality of service to patrons
  6. Assist with the workflow of service personnel as required
  7. Ensure that all work is undertaken according to safety and security procedures
  8. Close and secure venue according to organisational procedures
Monitor the provision of services and take prompt action to resolve problems as they arise

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Take responsibility for the resolution of escalated problems or complaints

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Greet VIP patrons and provide special assistance as required

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Make clear and accurate public announcements as required

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Liaise with back of house to maximise quality of service to patrons

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assist with the workflow of service personnel as required

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Ensure that all work is undertaken according to safety and security procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Close and secure venue according to organisational procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Evaluate front of house services

  1. Complete and distribute documentation relating to service operation, including management reports
  2. Involve team members in evaluations of front of house services and modify procedures as required
  3. Contribute to evaluations of venue services and implement recommendations aimed at improving overall effectiveness of front of house services
Complete and distribute documentation relating to service operation, including management reports

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Involve team members in evaluations of front of house services and modify procedures as required

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Contribute to evaluations of venue services and implement recommendations aimed at improving overall effectiveness of front of house services

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements

Elements describe the essential outcomes.

Performance Criteria

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

1. Supervise the set-up of venues

1.1 Liaise with relevant personnel and check that required front of house services have been arranged

1.2 Check that all aspects of venue set-up, facilities and equipment minimise risk of injury to patrons and allow easy access for people with disabilities

1.3 Take prompt action to rectify situations that could potentially disrupt services during operating hours

1.4 Provide briefings, as required, to personnel prior to opening venues

1.5 Open venues at scheduled opening times

2. Monitor front of house services

2.1 Monitor the provision of services and take prompt action to resolve problems as they arise

2.2 Take responsibility for the resolution of escalated problems or complaints

2.3 Greet VIP patrons and provide special assistance as required

2.4 Make clear and accurate public announcements as required

2.5 Liaise with back of house to maximise quality of service to patrons

2.6 Assist with the workflow of service personnel as required

2.7 Ensure that all work is undertaken according to safety and security procedures

2.8 Close and secure venue according to organisational procedures

3. Evaluate front of house services

3.1 Complete and distribute documentation relating to service operation, including management reports

3.2 Involve team members in evaluations of front of house services and modify procedures as required

3.3 Contribute to evaluations of venue services and implement recommendations aimed at improving overall effectiveness of front of house services

Required Skills and Knowledge

Elements

Elements describe the essential outcomes.

Performance Criteria

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

1. Supervise the set-up of venues

1.1 Liaise with relevant personnel and check that required front of house services have been arranged

1.2 Check that all aspects of venue set-up, facilities and equipment minimise risk of injury to patrons and allow easy access for people with disabilities

1.3 Take prompt action to rectify situations that could potentially disrupt services during operating hours

1.4 Provide briefings, as required, to personnel prior to opening venues

1.5 Open venues at scheduled opening times

2. Monitor front of house services

2.1 Monitor the provision of services and take prompt action to resolve problems as they arise

2.2 Take responsibility for the resolution of escalated problems or complaints

2.3 Greet VIP patrons and provide special assistance as required

2.4 Make clear and accurate public announcements as required

2.5 Liaise with back of house to maximise quality of service to patrons

2.6 Assist with the workflow of service personnel as required

2.7 Ensure that all work is undertaken according to safety and security procedures

2.8 Close and secure venue according to organisational procedures

3. Evaluate front of house services

3.1 Complete and distribute documentation relating to service operation, including management reports

3.2 Involve team members in evaluations of front of house services and modify procedures as required

3.3 Contribute to evaluations of venue services and implement recommendations aimed at improving overall effectiveness of front of house services

Evidence of the ability to:

manage the following front of house services on at least two occasions:

all aspects of preparing a venue

briefing and supervising staff

closing a venue

resolve problems that typically arise in the context of managing front of house services

work cooperatively with others.

Note: If a specific volume or frequency is not stated, then evidence must be provided for each of the above points at least once.

To complete the unit requirements the individual must:

suggest ways to address issues and challenges that typically arise in the context of managing front of house services

explain operational procedures for the following front of house services:

box office

cloakroom

food and beverage outlets

merchandising store or stand

explain organisational policies and procedures in relation to:

emergency evacuation

incident reporting

refunds and exchanges

staff reporting mechanisms

venue opening and closing.