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Evidence Guide: SITXCCS004A - Provide club reception 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

 

SITXCCS004A - Provide club reception services

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

Provide information on club services and process memberships.

  1. Provide advice and information on club services and facilities to customers and club members as required.
  2. Explain club membership and club rules clearly, correctly and politely to the public and to members.
  3. Clearly explain membership application forms to applicants and assist them to complete forms if required.
  4. Issue correct membership badges or cards.
  5. Check membership records to verify membership.
  6. Use club reception technology to assist with the provision of services to members.
Provide advice and information on club services and facilities to customers and club members as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain club membership and club rules clearly, correctly and politely to the public and to members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clearly explain membership application forms to applicants and assist them to complete forms if required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Issue correct membership badges or cards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check membership records to verify membership.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use club reception technology to assist with the provision of services to members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor entry to club.

  1. Check membership badges or cards upon entry to the club.
  2. Assist guests to sign in according to government and organisation requirements.
  3. Check that members and guests comply with dress and age regulations, according to organisation policy.
  4. In a polite manner, inform members and guests who do not comply with dress regulations that entry is not permitted.
  5. Refer disputes over club entry to security, supervisor or other relevant person according to organisation policy.
Check membership badges or cards upon entry to the club.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist guests to sign in according to government and organisation requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check that members and guests comply with dress and age regulations, according to organisation policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

In a polite manner, inform members and guests who do not comply with dress regulations that entry is not permitted.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer disputes over club entry to security, supervisor or other relevant person according to organisation policy.

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, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency

Evidence of the following is essential:

ability to offer courteous and friendly service to members and guests within the confines of the club rules and legislative requirements

ability to accurately monitor the entry of club members and guests and issue necessary documentation within typical workplace time constraints and to allow for the efficient flow of people through reception to the club facilities

knowledge of club rules and legislative requirements for entry into the club

ability to process a range of different customer enquiries, membership applications and temporary membership forms, to meet different customer needs and on multiple occasions.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully equipped industry-realistic club reception environment using appropriate telephones, computers, printers and public address systems

access to current club regulatory documents distributed by state or territory licensing agencies such as plain English legislative publications that outline club entry requirements

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

interaction with others to demonstrate the interpersonal communication requirements of the unit.

Methods of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to provide club reception services. The following examples are appropriate for this unit:

direct observation of the candidate interacting with customers and providing accurate membership and regulatory information and using club reception technology to assist

role-play to assess ability to provide appropriate customer service

activities to allow the processing of different types of membership applications and club entry documents

oral and written questions on club facilities, membership benefits and costs, rules and legislative requirements

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITXCOM001A Work with colleagues and customers

SITXCCS001A Provide visitor information.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

high-level communication and customer service skills for dealing tactfully and politely with customers

literacy skills to read documents such as club membership cards, membership database records, ID cards, proof of age cards and driver's licences

writing skills to assist customers to complete membership application forms, temporary and guest membership forms and to issue membership badges

numeracy skills to calculate and explain membership costs.

The following knowledge must be assessed as part of this unit:

broad and working knowledge of club and licensing laws that relate to entry requirements for customers and dress regulations

in-depth knowledge of particular club membership rules, conditions, benefits, entitlements and costs

in-depth knowledge of the particular club services and facilities.

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 in the performance criteria is detailed below.

Club services and facilities will vary according to the particular club, and may include:

restaurants and cafes

gaming facilities

shows and attractions

prize nights and special events

games and sporting facilities

gymnasiums and health facilities

member clubs and associations

computer rooms and internet facilities

community courses and training programs

member benefits.

Club reception technology may include:

telephones

internal public address system

membership database

membership badge production equipment

scanning equipment for temporary membership documents.