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Evidence Guide: CUEFOH06C - Manage venue 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

 

CUEFOH06C - Manage venue services

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

Prepare venue for patrons

  1. Liaise with the relevant personnel and check that all required services have been arranged
  2. Check that all aspects of the venue set-up, facilities and equipment allows for easy patron access, especially for those with disabilities, and to minimise risk of injury to patrons
  3. Identify any deficiencies, including staff shortages, and take prompt action to rectify the situation
  4. Provide a briefing, as required, to service personnel prior to the opening of the venue
  5. Open the venue at scheduled opening time
Liaise with the relevant personnel and check that all required services have been arranged

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check that all aspects of the venue set-up, facilities and equipment allows for easy patron access, especially for those with disabilities, and to minimise risk of injury to patrons

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify any deficiencies, including staff shortages, and take prompt action to rectify the situation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide a briefing, as required, to service personnel prior to the opening of the venue

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Open the venue at scheduled opening time

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor venue services

  1. Monitor the provision of services, identify any problems as they arise and take prompt action to resolve the situation
  2. Take responsibility for the resolution of any 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. Debrief personnel as required and use feedback constructively to enhance quality of future service provision
  7. Complete and distribute any documentation relating to service operation, including relevant management reports
  8. Close and secure venue as required in accordance with organisational procedures
Monitor the provision of services, identify any problems as they arise and take prompt action to resolve the situation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take responsibility for the resolution of any 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:

 

 

 

 

 

 

 

Debrief personnel as required and use feedback constructively to enhance quality of future service provision

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Close and secure venue as required in accordance with organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

ability to manage the on-site operation of venue services, including all aspects of preparing the venue, briefing and monitoring staff, and closing down the venue

knowledge of the range of problems which may arise and ability to resolve them.

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, on more than one occasion

involvement of a team of operational venue personnel involved in delivering venue services

presence of commercially realistic time pressures involved in the operation of the front-of-house at the time of a performance/session/event

commercially realistic ratios of customers to operational personnel to reflect typical workplace pressures.

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 managing venue services

evaluation of reports prepared by the candidate on the venue service management process, including the issues and solutions associated with delivering efficient outcomes

review of documentation prepared by the candidate such as running sheets, incident reports, briefing notes

role plays to assess ability to negotiate solutions to problems

written or oral questions, tests and interview to assess knowledge of the venue and procedures

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

a range of operational outlets commonly operated within a venue, eg box office, merchandising store/stand

policy and procedures for front-of-house services, eg emergency evacuation, refunds, opening and closing.

Required Skills and Knowledge

Required skills

emergency evacuation procedures

operation of the public address system

communication and conflict resolution techniques

staff responsibilities and reporting mechanisms

incident report documentation

Required knowledge

operational aspects of service facilities which operate at the venue, e.g. box office, food and beverage outlets, cloakroom, merchandising store/stand

in-depth knowledge of policies and procedures applicable to delivering services to venue customers, including refunds and exchanges

opening and closing procedures for the venue

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.

Venue services may include:

box office

front-of-house

guiding

ushering

visitor information

Checking all aspects of the set-up of the venue, facilities and equipment may include:

bathroom facilities

box office operations

checking that all emergency evacuation areas are clear and that safety equipment is operational

checking that auditorium is correctly configured

checking that venue is clean and tidy

cleaning and tidying venue or instructing other staff to clean and tidy venue

food and beverage outlets

merchandising stores/stands

program stands

promotional displays

the cloakroom

Venues may be:

permanent

temporary

Staff briefing may include:

details of event

fire drills

house policies

information about products and services available

information on VIP attendance

notification of forthcoming events

organisational policies and procedures

prior knowledge of special needs of particular patrons

special seating arrangements

Assisting with the workflow of service personnel may involve:

selling programs and other merchandise

ushering patrons

working food and beverage outlets

Documentation relating to the front-of-house operation may include:

incident reports

merchandise sales reports

staff timesheets

ticket sales reports