Unit of competency Outline
Date retreived
22/07/2026 5:08 AM AWST
22/07/2026 5:08 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Provide venue information and assistance
Provide venue information and assistance
Unit of competency
National Code
CUEFOH09B
CUEFOH09B
State Code
D1653
D1653
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
12/01/2012
Field of Education
110101 - Hospitality
Original Release Date
12/01/2012
Nominal Hours
20
Description
This unit describes the skills and knowledge required to provide patrons with information on venue facilities at the time of a performance, event or cinema session and to assist patrons to access all services. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Access and update venue information
- 1.1. Access and keep up-to-date with information on facilities available at the venue in accordance with organisational systems
- 1.2. Incorporate information into day-to-day contact with the customer to support quality of service standards within the venue
- 1.3. Share information with colleagues to support efficiency of service
2. Greet patrons
- 2.1. Greet patrons courteously and according to organisational procedures
- 2.2. Provide special recognition to any regular patrons
3. Provide information and assistance to patrons
- 3.1. Proactively identify information and assistance needs of different patrons, including those with special needs
- 3.2. Respond to requests for information and assistance politely and provide accurate, clear and concise information
- 3.3. Provide special assistance to patrons with special needs with care and consideration and in accordance with enterprise procedures
- 3.4. Relay requests for further information or assistance to other relevant personnel, as required
- 3.5. Clearly and politely communicate any changes to the scheduled performance/session/event and address patrons' concerns, as required
- 3.6. Promote products and services available within the venue to patrons using appropriate customer service skills
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.
Information could be accessed and kept up-to-date in a number of ways, including:
discussions with colleagues
internal newsletters
leaflets and brochures
staff noticeboards
team meetings
Customers with special needs may require:
hearing assistance
immobility access
special car parking
special seating
translation assistance
wheelchair access
Customers with special needs may include:
aged people
first-time patrons
groups
infants
parents with young children
pregnant women
school groups
those with a disability
those with special or cultural needs
unaccompanied children
VIPs
Requests for information may cover:
availability and cost of programmes
changes to schedules/venues/programs
cloakroom arrangements
correct entrance to auditorium
details of current and future performances/sessions/events
details of future performances/sessions/events
directions both within and outside the venue
exit point for the venue
facilities for those with special needs
general facilities at the venue
intermission time
location and access to car parking facilities
location food and beverage outlets
location of bathrooms
location of merchandising stand/store
lost property arrangements
opening hours
performance/session/event start/finish times
pricing of tickets, programs and promotional merchandise
seating arrangements
special-access requirements, e.g. wheelchair access
Relevant personnel may include:
box office
food/beverage counter staff
front-of-house manager
management
police
reception
security personnel
supervisor
ushers
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.
Information could be accessed and kept up-to-date in a number of ways, including:
discussions with colleagues
internal newsletters
leaflets and brochures
staff noticeboards
team meetings
Customers with special needs may require:
hearing assistance
immobility access
special car parking
special seating
translation assistance
wheelchair access
Customers with special needs may include:
aged people
first-time patrons
groups
infants
parents with young children
pregnant women
school groups
those with a disability
those with special or cultural needs
unaccompanied children
VIPs
Requests for information may cover:
availability and cost of programmes
changes to schedules/venues/programs
cloakroom arrangements
correct entrance to auditorium
details of current and future performances/sessions/events
details of future performances/sessions/events
directions both within and outside the venue
exit point for the venue
facilities for those with special needs
general facilities at the venue
intermission time
location and access to car parking facilities
location food and beverage outlets
location of bathrooms
location of merchandising stand/store
lost property arrangements
opening hours
performance/session/event start/finish times
pricing of tickets, programs and promotional merchandise
seating arrangements
special-access requirements, e.g. wheelchair access
Relevant personnel may include:
box office
food/beverage counter staff
front-of-house manager
management
police
reception
security personnel
supervisor
ushers
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 access appropriate information on venue facilities, and all operational aspects of the performance/session/event, eg start/finish times
ability to provide accurate information and advice on facilities which matches customer needs and requests
provision of special assistance to those people who have special needs.
Context of and specific resources for assessment
The assessment context must provide for:
practical demonstration of skills within an operational venue environment, eg a cinema, live theatre, conference centre
interaction with and involvement of a customer group to whom information and assistance can be provided
demonstration of information provision for wide variety of venue facilities and services to meet varying customer needs.
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 providing information and assistance to customers within a venue
direct observation of the candidate providing services to those with special needs
case studies to assess ability to match information to customer needs/requests
review of information manuals or notes kept by the candidate
written or oral questions and tests to assess knowledge of information sources and actual knowledge of venue facilities and services
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
typical industry information storage systems for venue and performance/session/event information.
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 access appropriate information on venue facilities, and all operational aspects of the performance/session/event, eg start/finish times
ability to provide accurate information and advice on facilities which matches customer needs and requests
provision of special assistance to those people who have special needs.
Context of and specific resources for assessment
The assessment context must provide for:
practical demonstration of skills within an operational venue environment, eg a cinema, live theatre, conference centre
interaction with and involvement of a customer group to whom information and assistance can be provided
demonstration of information provision for wide variety of venue facilities and services to meet varying customer needs.
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 providing information and assistance to customers within a venue
direct observation of the candidate providing services to those with special needs
case studies to assess ability to match information to customer needs/requests
review of information manuals or notes kept by the candidate
written or oral questions and tests to assess knowledge of information sources and actual knowledge of venue facilities and services
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
typical industry information storage systems for venue and performance/session/event information.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C5810 | CUEFOH09A | Provide venue information and assistance | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| C614 | CUV30403 | Certificate III in Arts Administration | Qualification |
| D647 | CUV30411 | Certificate III in Arts Administration | Qualification |
| C672 | CUE20103 | Certificate II in Live Production, Theatre and Events | Qualification |
| C687 | CUE40403 | Certificate IV in Venues and Events (Customer Service) | Qualification |