Unit of competency details

Unit descriptor 

This unit describes the skills and knowledge required to control venue services at a venue during performances/events.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the unit 

Senior venue personnel such as front of house managers apply the skills and knowledge outlined in this unit. They are responsible for coordinating the set-up of venues prior to performances/events and for managing on-site customer service. Venue services management requires considerable communication, negotiation and problem solving skills. People in this role have a high degree of autonomy and would typically supervise others.

This unit has strong linkages to the following units, and combined training and/or assessment may be appropriate:

• CUECOR04B Deal with conflict and resolve complaints
• BSBCUS501A Manage quality customer service.

Prerequisite units 

Employability skills 

This unit contains employability skills.

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

ELEMENT 

PERFORMANCE CRITERIA 

1. Prepare venue for patrons

1.1. Liaise with the relevant personnel and check that all required services  have been arranged

1.2. Check  that all aspects  of the venue  set-up, facilities and equipment allows for easy patron access, especially for those with disabilities, and to minimise risk of injury to patrons

1.3. Identify any deficiencies, including staff shortages, and take prompt action to rectify the situation

1.4. Provide a briefing , as required, to service personnel  prior to the opening of the venue

1.5. Open the venue at scheduled opening time

2. Monitor venue services

2.1. Monitor the provision of services, identify any problems as they arise and take prompt action to resolve the situation

2.2. Take responsibility for the resolution of any 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. Debrief personnel as required and use feedback constructively to enhance quality of future service provision

2.7. Complete and distribute any documentation  relating to service operation, including relevant management reports

2.8. Close and secure venue as required in accordance with organisational procedures

REQUIRED SKILLS AND KNOWLEDGE 

This section describes the skills and knowledge required for this unit.

Required skills 

• emergency evacuation procedures
• operation of the public address system
• communication and conflict resolution techniques
• staff responsibilities and reporting mechanisms
• incident report documentation

Required knowledge 

• operational aspects of service facilities which operate at the venue, e.g. box office, food and beverage outlets, cloakroom, merchandising store/stand
• in-depth knowledge of policies and procedures applicable to delivering services to venue customers, including refunds and exchanges
• opening and closing procedures for the venue

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.

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

Unit sector 

Competency field 

Media and entertainment production - front of house

Co-requisite units