NTISthis.com

Evidence Guide: SITXCCS302 - 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

 

SITXCCS302 - 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.
  2. Explain club membership and club rules clearly, correctly and politely to members and guests.
  3. Explain membership application forms to applicants and assist them to complete forms.
  4. Issue correct membership badges or cards.
  5. Use club reception technology to assist with the provision of services to members and guests.
Provide advice and information on club services and facilities to customers and club members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain membership application forms to applicants and assist them to complete forms.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Issue correct membership badges or cards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor entry to club.

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist guests to sign-in according to government and organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check that members and guests comply with dress and age regulations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

In a polite manner, inform non-compliant members and guests that entry is not permitted.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer disputes over club entry to security, supervisor or other relevant person according to organisational 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, 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

Evidence of the ability to:

offer courteous and friendly service to members and guests

process multiple and diverse customer enquiries about membership and facilities

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

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

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated club reception environment where customers are served

telephones, public address systems, computers and information systems currently used by clubs to manage its membership

current plain English regulatory documents outlining club entry requirements

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

customers with whom the individual can interact.

Method of assessment

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

direct observation, using role plays, to assess the individual’s ability to:

provide service to members and guests

provide accurate entry information

use club reception technology

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

written or oral questioning to assess knowledge of:

club facilities

membership benefits and costs

rules and legislative requirements

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITXCCS201 Provide visitor information

SITXCCS301 Provide lost and found services

SITXCCS303 Provide service to customers

SITXCOM201 Show social and cultural sensitivity.

Required Skills and Knowledge

Required skills

communication skills to deal tactfully and politely with members and guests

literacy skills to:

read and interpret club membership cards, membership database records, ID cards, proof of age cards and driver’s licences

write membership application forms, temporary and guest membership forms and issue membership badges

numeracy skills to calculate and explain membership costs

problem-solving skills to identify non-compliant members and guests and resolve entry refusal issues

technology skills to access and interpret membership database details and use public address systems.

Required knowledge

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

dress regulations for the club

club membership rules, conditions, benefits, entitlements and costs

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

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.

Club services and facilities may include:

allied member clubs and associations

community courses and training programs

computer rooms and Internet facilities

current food, beverage and gaming promotions

customer loyalty programs

games and sporting facilities

gaming facilities

gymnasiums and health facilities

membership benefits

prize nights and special events

raffles

restaurants and cafes

shows and attractions.

Club reception technology may include:

internal public address system

membership badge production equipment

membership database

scanning equipment for temporary membership documents

telephones.