Elements and Performance Criteria

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.
Club services and facilities may include:
allied member clubs and associations
community courses and training programs
computer rooms and Internet facilities
current food, beverage and gaming promotions
customer loyalty programs
games and sporting facilities
gaming facilities
gymnasiums and health facilities
membership benefits
prize nights and special events
raffles
restaurants and cafes
shows and attractions.
Club reception technology may include:
internal public address system
membership badge production equipment
membership database
scanning equipment for temporary membership documents
telephones.

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
Evidence of the ability to:
offer courteous and friendly service to members and guests
process multiple and diverse customer enquiries about membership and facilities
monitor the entry of club members and guests and issue necessary documentation within commercial time constraints and to allow for the efficient flow of people through reception to the club facilities
integrate knowledge of club rules and legislative requirements for entry into the club.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated club reception environment where customers are served
telephones, public address systems, computers and information systems currently used by clubs to manage its membership
current plain English regulatory documents outlining club entry requirements
current club documents outlining policies, procedures, club facilities, membership benefits, costs and dress regulations
customers with whom the individual can interact.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation, using role plays, to assess the individual’s ability to:
provide service to members and guests
provide accurate entry information
use club reception technology
activities to allow the individual to process different types of membership applications and club entry documents
written or oral questioning to assess knowledge of:
club facilities
membership benefits and costs
rules and legislative requirements
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITXCCS201 Provide visitor information
SITXCCS301 Provide lost and found services
SITXCCS303 Provide service to customers
SITXCOM201 Show social and cultural sensitivity.