Modification History
Not applicable.
Unit Descriptor
This unit describes the skills and knowledge required to process tickets and seat patrons for a theatre performance, event or cinema session. It covers the monitoring of patron movements in and out of the auditorium and assisting with any special seating requirements.
This unit describes the skills and knowledge required to process tickets and seat patrons for a theatre performance, event or cinema session. It covers the monitoring of patron movements in and out of the auditorium and assisting with any special seating requirements
Application of the Unit
Not applicable.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
Not applicable.
Elements and Performance Criteria Pre-Content
Not applicable.
Elements and Performance Criteria
Elements and Performance Criteria |
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Element |
Performance Criteria |
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1 |
Check and process tickets |
1.1 |
Check tickets/passes for validity and seating location and process in accordance with organisational procedures |
1.2 |
Take appropriate action should any problems arise with tickets/passes |
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1.3 |
Provide patrons with accurate auditorium information and advise if any special restrictions or requirements apply |
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2 |
Seat patrons |
2.1 |
Encourage patrons to enter the appropriate location in accordance with public announcements |
2.2 |
Deal with queues to ensure that patrons are seated efficiently and quickly and that the performance is not delayed |
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2.3 |
Monitor crowd movement and take appropriate action to address problems |
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2.4 |
Direct patrons to their seat location or guide patrons to seats, ensuring their safety |
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2.5 |
Deal with any seating problems, take remedial action according to individual level of responsibility and enterprise procedures |
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2.6 |
Identify patrons with special needs and provide special assistance to seat them at the most appropriate time for the comfort and convenience of all patrons |
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2.7 |
Provide latecomers with accurate information on when they may be seated and assist them to their seats at the appropriate time |
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2.8 |
Observe safety requirements and regulations at all times in accordance with organisational procedures |
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3 |
Monitor entry to and from the auditorium |
3.1 |
Close auditorium doors in time for the performance/session/event and continually monitor |
3.2 |
Assist any patrons to safely exit and re-enter the auditorium at appropriate times |
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3.3 |
Clear the auditorium of patrons at the conclusion of the performance/session/event in accordance with safety requirements and regulations |
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3.4 |
Tidy and/or clean the auditorium and secure, as required |
Required Skills and Knowledge
Not applicable.
Evidence Guide
Underpinning skills and knowledge
Assessment must include evidence of the following knowledge and skills:
formats and features of tickets as appropriate to the organisation or industry sector
typical procedures for ushering patrons
layout of the auditorium (all entrances, exits)
seating configuration of the auditorium and various pricing categories
performances/session/event times (start, conclusion, intermission)
special seating facilities and services available to people with special needs
procedures for assisting people with specials needs to and from their seats
procedures for late admissions
methods of crowd control
literacy skills sufficient to read and interpret tickets
numeracy skills sufficient to count tickets, seats
safety issues and regulations particularly in relation to the ushering of patrons.
Linkages to other units
This unit has strong linkages to the following units and combined training and/or assessment is recommended:
CUFSAF01B - Follow health and safety and security procedures
CUEFOH10A - Monitor entry to a venue
Critical aspects of evidence
The following evidence is critical to the judgement of competence in this unit:
ability to check and process tickets and seat patrons customers efficiently
ability to identify and resolve seating problems
provision of special assistance to those people who have special seating needs
knowledge of typical procedures used for ushering patrons.
Method and context of assessment
The assessment context must provide for:
the ushering of patrons within an operational venue environment, e.g. a cinema, live theatre, conference centre
interaction with and involvement of a customer group to be seated and to whom special assistance can be provided
provision of multiple types of assistance to ensure varying customer needs can be met.
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 ushering patrons within a venue
direct observation of the candidate providing special services to those people who have special needs
role plays to assess ability to resolve seating problems
written or oral questions and tests to assess knowledge of the auditorium, seating layout and procedures, e.g. safety and security, special needs 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).
Resource requirements
Assessment of this unit requires access to:
a venue where performances/cinema sessions/events take place
tickets/passes.
Key competencies in this unit
Key competencies are built into all workplace competencies. The table below describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.
Level 1 = Perform
Level 2 = Administer and Manage
Level 3 = Design and Evaluate
Collecting , organising and analysing information (1 )
Checking tickets for validity.
Communicating ideas and information (1 )
Providing performance advice.
Planning and organising activities (1 )
Ensuring patrons are seated in adequate time.
Working with others and in teams (1 )
Agreeing split of ushering duties with colleagues.
Using mathematical ideas and techniques (1 )
Checking times of performances.
Solving problems (1 )
Seating late arrivals.
Using technology (-)
Not Applicable.
Underpinning skills and knowledge
Assessment must include evidence of the following knowledge and skills:
formats and features of tickets as appropriate to the organisation or industry sector
typical procedures for ushering patrons
layout of the auditorium (all entrances, exits)
seating configuration of the auditorium and various pricing categories
performances/session/event times (start, conclusion, intermission)
special seating facilities and services available to people with special needs
procedures for assisting people with specials needs to and from their seats
procedures for late admissions
methods of crowd control
literacy skills sufficient to read and interpret tickets
numeracy skills sufficient to count tickets, seats
safety issues and regulations particularly in relation to the ushering of patrons.
Linkages to other units
This unit has strong linkages to the following units and combined training and/or assessment is recommended:
CUFSAF01B - Follow health and safety and security procedures
CUEFOH10A - Monitor entry to a venue
Critical aspects of evidence
The following evidence is critical to the judgement of competence in this unit:
ability to check and process tickets and seat patrons customers efficiently
ability to identify and resolve seating problems
provision of special assistance to those people who have special seating needs
knowledge of typical procedures used for ushering patrons.
Method and context of assessment
The assessment context must provide for:
the ushering of patrons within an operational venue environment, e.g. a cinema, live theatre, conference centre
interaction with and involvement of a customer group to be seated and to whom special assistance can be provided
provision of multiple types of assistance to ensure varying customer needs can be met.
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 ushering patrons within a venue
direct observation of the candidate providing special services to those people who have special needs
role plays to assess ability to resolve seating problems
written or oral questions and tests to assess knowledge of the auditorium, seating layout and procedures, e.g. safety and security, special needs 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).
Resource requirements
Assessment of this unit requires access to:
a venue where performances/cinema sessions/events take place
tickets/passes.
Key competencies in this unit
Key competencies are built into all workplace competencies. The table below describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.
Level 1 = Perform
Level 2 = Administer and Manage
Level 3 = Design and Evaluate
Collecting , organising and analysing information (1 )
Checking tickets for validity.
Communicating ideas and information (1 )
Providing performance advice.
Planning and organising activities (1 )
Ensuring patrons are seated in adequate time.
Working with others and in teams (1 )
Agreeing split of ushering duties with colleagues.
Using mathematical ideas and techniques (1 )
Checking times of performances.
Solving problems (1 )
Seating late arrivals.
Using technology (-)
Not Applicable.
Range Statement
The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.
Processing tickets may include :
collecting whole tickets
tearing ticket stubs and returning main portion to patron
tearing tickets.
Auditorium information provided to patrons may include :
correct entrance for particular seats
exit points for the auditorium
location of seats.
Special restrictions or requirements may include :
non use of audio or camera recording equipment inside the venue
no entry or return entry to the venue once the performance has commenced
no intermission
exiting via an exit point.
Problems with tickets may include :
patron is using a concessional ticket/pass to which they are not entitled
tickets are for a past or future performance/session.
Seating problems may include :
patrons sitting in incorrect seats
patrons moving onto seats which are of a higher price to which they are not entitled
broken seats
patrons have impaired vision due to height and require booster cushions.
Providing special assistance to seat those with special needs may involve :
adjusting walking pace to that of a less mobile person to ensure their safe arrival at seat location
pushing or guiding wheelchairs
physical guiding of visually impaired patrons
providing extra verbal instruction to less mobile persons about presence of stairs, steps, steepness of slope, availability of handrails.
The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.
Processing tickets may include :
collecting whole tickets
tearing ticket stubs and returning main portion to patron
tearing tickets.
Auditorium information provided to patrons may include :
correct entrance for particular seats
exit points for the auditorium
location of seats.
Special restrictions or requirements may include :
non use of audio or camera recording equipment inside the venue
no entry or return entry to the venue once the performance has commenced
no intermission
exiting via an exit point.
Problems with tickets may include :
patron is using a concessional ticket/pass to which they are not entitled
tickets are for a past or future performance/session.
Seating problems may include :
patrons sitting in incorrect seats
patrons moving onto seats which are of a higher price to which they are not entitled
broken seats
patrons have impaired vision due to height and require booster cushions.
Providing special assistance to seat those with special needs may involve :
adjusting walking pace to that of a less mobile person to ensure their safe arrival at seat location
pushing or guiding wheelchairs
physical guiding of visually impaired patrons
providing extra verbal instruction to less mobile persons about presence of stairs, steps, steepness of slope, availability of handrails.
Unit Sector(s)
Not applicable.