Elements and Performance Criteria

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

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, eg 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, eg 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 (eg 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

Communicating ideas and information
Checking tickets for validity (1)

Collecting analysing and organising information
Providing performance advice (1)

Planning and organising activities
Ensuring patrons are seated in adequate time (1)

Working with others and in teams
Agreeing split of ushering duties with colleagues (1)

Using mathematical ideas and techniques
Checking times of performances (1)

Solving problems
Seating late arrivals (1)

Using technology
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