Elements and Performance Criteria

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

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.