Unit of competency details
SITXCCS005 - Provide club reception services (Release 1)
Summary
Usage recommendation:
Superseded
Releases:
| 1 1 (this release) |
03/Mar/2016 |
Companion volumes:
Unit of competency
Assessment requirements
Training packages that include this unit
Qualifications that include this unit
Classifications
Classification history
| ASCED Module/Unit of Competency Field of Education Identifier | 110101 | Hospitality | 09/Aug/2016 | |
The content being displayed has been produced by a third party, while all attempts have been made to make this content as accessible as possible it cannot be guaranteed. If you are encountering issues following the content on this page please consider downloading the content in its original form
Unit of competency
Modification History
Not applicable.
Application
This unit describes the performance outcomes, skills and knowledge required to provide reception services in a licensed club environment. It requires the ability to deliver quality customer service while assisting customers to comply with club and legislative licensing requirements.
The unit applies to all types of licensed clubs, including sporting, entertainment, social, workers’ and Returned and Services League (RSL) clubs.
It applies to frontline customer service personnel who operate with some level of independence and under limited supervision. This includes club receptionists, front desk receptionists, and doorpersons.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Pre-requisite Unit
Nil
Competency Field
Client and Customer Service
Unit Sector
Cross-Sector
Elements and Performance Criteria
|
Elements describe the essential outcomes.
|
Performance criteria describe the performance needed to demonstrate achievement of the element.
|
|
1. Provide information on club services and process memberships.
|
1.1.Provide advice and information on club services and facilities to members, guests and visitors.
1.2.Explain membership requirements and rules to members, guests and visitors in a professional manner.
1.3.Explain membership application forms to applicants and assist with form completion.
1.4.Calculate and process membership payments.
1.5.Issue correct proof of membership documentation.
1.6.Use club reception technology to assist with providing services to members and guests.
|
|
2. Monitor entry to club.
|
2.1.Check proof of membership upon entry to the club.
2.2.Assist guests and visitors to sign in according to government and organisational requirements.
2.3.Check member, guest and visitor compliance with dress and age regulations.
2.4.Refuse entry to non-compliant members, guests and visitors.
2.5.Escalate disputes over club entry to security, supervisor or other relevant person according to organisational policy.
|
Foundation Skills
|
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
|
|
SKILLS
|
DESCRIPTION
|
|
Reading skills to:
|
- recognise club membership, identification (ID) and proof of age documents
- interpret and follow in-house policies and procedures
- locate information in membership database records.
|
|
Writing skills to:
|
- enter information legibly into membership application forms.
|
|
Oral communication skills to:
|
- discuss club entry matters with members and guests in a professional manner.
|
|
Technology skills to:
|
- access and interpret membership database information
- use public address systems.
|
Unit Mapping Information
SITXCCS302 Provide club reception services
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694
Assessment requirements
Modification History
Not applicable.
Performance Evidence
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
- respond to at least three different member, guest or visitor enquiries about facilities, services and membership
- process membership applications and issue membership documentation for at least three different new members
- monitor club entry by members, guests and visitors during at least four service periods, ensuring all entry requirements are met and enabling efficient flow through reception to club facilities
- perform above activities in a professional manner and within commercial timeframes.
Knowledge Evidence
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
- key aspects of club licensing laws covering entry requirements for members, guests and visitors
- acceptable forms of club membership documentation
- acceptable forms of identification (ID), proof of age and residence
- purpose and use of typical club reception technology:
- information systems currently used by clubs to manage membership database
- membership badge production equipment
- scanning equipment for temporary membership documents
- communications equipment:
- telephones
- radio
- internal public address system
- organisational dress regulations for club
- club membership rules, conditions, benefits, entitlements and costs
- contents of membership application forms and importance of ensuring accurate recording of membership details
- full details of club services, facilities, current promotions, events and entertainment.
Assessment Conditions
Skills must be demonstrated in an environment where operational club reception services are offered. This can be:
- an industry workplace
- a simulated industry environment.
Assessment must ensure access to:
- club reception technology:
- communications equipment:
- internal public address system
- computers and information systems currently used by clubs to manage membership
- scanning equipment for temporary membership documents
- current plain English regulatory documents outlining club entry requirements
- club documents outlining current policies, procedures, facilities, membership benefits, costs and dress regulations
- club membership application forms
- club members, guests and visitors with whom the individual can interact; these can be:
- customers in an industry workplace during the assessment process; or
- individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694
