Manage front of house services

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CUAFOH501, 'Manage front of house services'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Manage front of house services' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

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