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Evidence Guide: CUEFOH03B - Provide seating and ticketing advice

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

 

CUEFOH03B - Provide seating and ticketing advice

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

Develop and update knowledge of venues facilities, seating and performances

  1. Identify and access information sources for current and accurate information on venue/s, facilities, seating and performances/sessions/events
  2. Read and accurately interpret information on all aspects of venue seating and ticketing, including consideration of issues affecting people with special needs
  3. Record and store information for future use, in accordance with organisational systems
Identify and access information sources for current and accurate information on venue/s, facilities, seating and performances/sessions/events

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Read and accurately interpret information on all aspects of venue seating and ticketing, including consideration of issues affecting people with special needs

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Record and store information for future use, in accordance with organisational systems

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide seating and ticketing information

  1. Provide accurate information on costs of all ticket categories, including any concessional rates
  2. Provide accurate information on performance/session/event commencement and conclusion times, as requested
  3. Provide information on facilities and services provided for people with special needs, as required
  4. Advise customers on nature of seating, including location and viewing details
  5. Consider special requests or special needs of customers when selecting seats
  6. Make appropriate recommendations for alternative or future performances/sessions/events as appropriate
  7. Provide accurate advice on refund and exchange policy and procedures and clearly reinforce these issues
  8. Handle all enquiries and sales in an efficient and polite manner according to the speed requirements of the sales situation
Provide accurate information on costs of all ticket categories, including any concessional rates

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide accurate information on performance/session/event commencement and conclusion times, as requested

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide information on facilities and services provided for people with special needs, as required

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Advise customers on nature of seating, including location and viewing details

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Consider special requests or special needs of customers when selecting seats

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Make appropriate recommendations for alternative or future performances/sessions/events as appropriate

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide accurate advice on refund and exchange policy and procedures and clearly reinforce these issues

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Handle all enquiries and sales in an efficient and polite manner according to the speed requirements of the sales situation

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Issue tickets

  1. Check that all equipment and materials are available and operational before commencing ticket issue
  2. Issue tickets and receipts, if required, in accordance with organisational procedures and ticketing system
  3. Check tickets before providing them to customer and reconfirm details to the customer
Check that all equipment and materials are available and operational before commencing ticket issue

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Issue tickets and receipts, if required, in accordance with organisational procedures and ticketing system

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Check tickets before providing them to customer and reconfirm details to the customer

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Underpinning skills and knowledge

Assessment must include evidence of the following knowledge and skills:

sources of information on venues, seating and performances/sessions/events

information systems used by venues in relation to seating and ticketing

product knowledge of venue facilities, seating layout and prices as appropriate to the organisation

product knowledge of venue performances/sessions/events times as appropriate to the organisation

broad understanding of the different types and styles of performances/sessions/events as appropriate to the organisation or industry sector

special facilities and services available to people with special needs

procedures and systems for determining availability of tickets

ticket issuing systems, as appropriate to the organisation

payment, refund and exchange policy and procedures

literacy skills sufficient to accurately interpret seating and ticketing information

numeracy skills sufficient to calculate numbers of seats, advise on pricing information.

Linkages to other units

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

WRRS1B - Sell products and services

CUEFOH07A - Process financial transactions

CUEFOH08A - Process incoming customer orders

Critical aspects of evidence

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 - times, prices, ticketing categories

provision of accurate seating and ticketing advice and issuance of tickets within industry-realistic timeframes

ability to provide information and advice which matches customer needs and requests.

Method and context of assessment

The assessment context must provide for:

practical demonstration of skills in providing information for multiple ticketing products to meet varying customer needs

processing requests within typical workplace time constraints, e.g. serving a physical or telephone queue of customers waiting to access seating and ticketing information

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

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 advice and issuing tickets

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

review of documentation, information manuals or notes kept by the candidate

written or oral questions and tests to assess knowledge of information sources and actual knowledge of venues, ticketing products and prices

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).

Resource requirements

Assessment of this unit requires access to:

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

tickets/passes.

Key competencies in this unit

Key competencies are built into all workplace competencies. The table below describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.

Level 1 = Perform

Level 2 = Administer and Manage

Level 3 = Design and Evaluate

Collecting, organising and analysing information (1)

Reading seating plans.

Communicating ideas and information (2)

Explaining various issues to customers.

Planning and organising activities (1)

Organising equipment and materials.

Working with others and in teams (1)

Sharing information with colleagues.

Using mathematical ideas and techniques (1)

Dealing with seating plans.

Solving problems (1)

Handling ticket equipment breakdown.

Using technology (1)

Using automated ticketing machine.

Underpinning skills and knowledge

Assessment must include evidence of the following knowledge and skills:

sources of information on venues, seating and performances/sessions/events

information systems used by venues in relation to seating and ticketing

product knowledge of venue facilities, seating layout and prices as appropriate to the organisation

product knowledge of venue performances/sessions/events times as appropriate to the organisation

broad understanding of the different types and styles of performances/sessions/events as appropriate to the organisation or industry sector

special facilities and services available to people with special needs

procedures and systems for determining availability of tickets

ticket issuing systems, as appropriate to the organisation

payment, refund and exchange policy and procedures

literacy skills sufficient to accurately interpret seating and ticketing information

numeracy skills sufficient to calculate numbers of seats, advise on pricing information.

Linkages to other units

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

WRRS1B - Sell products and services

CUEFOH07A - Process financial transactions

CUEFOH08A - Process incoming customer orders

Critical aspects of evidence

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 - times, prices, ticketing categories

provision of accurate seating and ticketing advice and issuance of tickets within industry-realistic timeframes

ability to provide information and advice which matches customer needs and requests.

Method and context of assessment

The assessment context must provide for:

practical demonstration of skills in providing information for multiple ticketing products to meet varying customer needs

processing requests within typical workplace time constraints, e.g. serving a physical or telephone queue of customers waiting to access seating and ticketing information

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

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 advice and issuing tickets

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

review of documentation, information manuals or notes kept by the candidate

written or oral questions and tests to assess knowledge of information sources and actual knowledge of venues, ticketing products and prices

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).

Resource requirements

Assessment of this unit requires access to:

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

tickets/passes.

Key competencies in this unit

Key competencies are built into all workplace competencies. The table below describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.

Level 1 = Perform

Level 2 = Administer and Manage

Level 3 = Design and Evaluate

Collecting, organising and analysing information (1)

Reading seating plans.

Communicating ideas and information (2)

Explaining various issues to customers.

Planning and organising activities (1)

Organising equipment and materials.

Working with others and in teams (1)

Sharing information with colleagues.

Using mathematical ideas and techniques (1)

Dealing with seating plans.

Solving problems (1)

Handling ticket equipment breakdown.

Using technology (1)

Using automated ticketing machine.

Required Skills and Knowledge

Not applicable.

Range Statement

The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.

Sources for current and accurate information on venue/s, facilities, seating and performances/sessions/events may include:

formal familiarisation visits

personal site observation/exploration

information manuals

venue information sheets/manuals

hirer information sheets.

Aspects of venue seating and ticketing include:

general seating layout

changing configurations

categories of seating and features

viewing issues, e.g. full view, restricted view

scheduled dates and times for performances.

Storage of information may include:

card reference systems

file notes of particular venues/performances/events/sessions

computerised database of information

information manual.

Customers with special needs may include:

those with a disability

those with special or cultural needs

first-time patrons

parents with young children

unaccompanied children

aged people

school groups

infants

pregnant women

VIPs

groups.

Customers with special needs may require:

wheelchair access

immobility access

special car parking

hearing assistance

translation assistance

special seating.

Advising on and issuing tickets may take place:

over the counter/face-to-face

via telephone

via fax or modem

via mail

via the Internet or other electronic technology.

Seating and ticket advice may be provided by:

a ticketing agency

the venue itself.

Required equipment and materials may include:

computer hardware

computer software

point of sale transaction documents and equipment.

Tickets may be issued:

manually

via a ticketing software system.

Ticketing software systems may include:

Bocs

Ticketmaster

Select

Globe

Softix.

Tickets may be:

pre-paid

full price

discounted

concession

free

group bookings.

Selection of seats may take into account:

special needs of the customer

best viewing position for the particular type of performance/event/session

best presentation of the venue - 'dressing the house'.

The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.

Sources for current and accurate information on venue/s, facilities, seating and performances/sessions/events may include:

formal familiarisation visits

personal site observation/exploration

information manuals

venue information sheets/manuals

hirer information sheets.

Aspects of venue seating and ticketing include:

general seating layout

changing configurations

categories of seating and features

viewing issues, e.g. full view, restricted view

scheduled dates and times for performances.

Storage of information may include:

card reference systems

file notes of particular venues/performances/events/sessions

computerised database of information

information manual.

Customers with special needs may include:

those with a disability

those with special or cultural needs

first-time patrons

parents with young children

unaccompanied children

aged people

school groups

infants

pregnant women

VIPs

groups.

Customers with special needs may require:

wheelchair access

immobility access

special car parking

hearing assistance

translation assistance

special seating.

Advising on and issuing tickets may take place:

over the counter/face-to-face

via telephone

via fax or modem

via mail

via the Internet or other electronic technology.

Seating and ticket advice may be provided by:

a ticketing agency

the venue itself.

Required equipment and materials may include:

computer hardware

computer software

point of sale transaction documents and equipment.

Tickets may be issued:

manually

via a ticketing software system.

Ticketing software systems may include:

Bocs

Ticketmaster

Select

Globe

Softix.

Tickets may be:

pre-paid

full price

discounted

concession

free

group bookings.

Selection of seats may take into account:

special needs of the customer

best viewing position for the particular type of performance/event/session

best presentation of the venue - 'dressing the house'.