Unit of competency Outline
Date retreived
22/07/2026 8:14 PM AWST
22/07/2026 8:14 PM 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 visitors with venue information and assistance
Provide visitors with venue information and assistance
Unit of competency
National Code
CULMS202C
CULMS202C
State Code
D1810
D1810
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
24/11/2009
Field of Education
080509 - Public Relations
Original Release Date
24/11/2009
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to provide visitors with information on the venue's facilities and 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 information
- 1.1 Source and access informationon facilities and services available within the organisation in accordance with organisational systems
- 1.2 Incorporate information into day-to-day contact with visitors to support the quality of service standards within the organisation
- 1.3 Share information with colleagues to support the efficiency and quality of service
- 1.4 Identify and use opportunities to update and maintain facility and service knowledge
2 Provide information about services and facilities
- 2.1 Pro-actively identify information and assistance needs of different customers, including those visitors with specific needs
- 2.2 Provide accurate information and assistance in a clear, concise, courteous and culturally appropriate manner
- 2.3 Where appropriate, assist and/or instruct to visitors in the use of equipment and facilities or refer to appropriate colleagues
- 2.4 Where appropriate, refer enquiries to other areas of the organisation or to external organisations
- 2.5 Promote internal products and services to visitors using appropriate customer service skills
3 Seek feedback on services
- 3.1 Pro-actively seek feedback and comment on services from visitors
- 3.2 Observe visitor behaviour and interest to inform organisational evaluation processes
- 3.3 Follow appropriate procedures where formal evaluation mechanisms are in place
- 3.4 Provide information on visitor feedback to appropriate colleagues
opening hours
access
pricing
ticket sales
cloaking
directions, location of facilities,
guided tours, audio tours, special activities
retail, food and beverage services
venue hire and functions
car parking
staff noticeboards
leaflets and brochures
team meetings
internal newsletters
discussions with colleagues
face-to-face
by phone
by mail
electronically
domestic and international tourists
the general community
special needs groups
users of the institution's services
affiliated and special interest groups
sponsors and donors
those with a disability
those with special cultural needs
first-time visitors
parents with young children
unaccompanied children
aged people
school groups
VIPs
informal contact/discussion with visitors
surveys
interviews
observation of visitor behaviour
access
pricing
ticket sales
cloaking
directions, location of facilities,
guided tours, audio tours, special activities
retail, food and beverage services
venue hire and functions
car parking
staff noticeboards
leaflets and brochures
team meetings
internal newsletters
discussions with colleagues
face-to-face
by phone
by mail
electronically
domestic and international tourists
the general community
special needs groups
users of the institution's services
affiliated and special interest groups
sponsors and donors
those with a disability
those with special cultural needs
first-time visitors
parents with young children
unaccompanied children
aged people
school groups
VIPs
informal contact/discussion with visitors
surveys
interviews
observation of visitor behaviour
Critical aspects for assessment and evidence required to demonstrate competency
Evidence of the following is essential:
ability to access appropriate information on services and facilities
ability to communicate information and assist visitors in a friendly and culturally appropriate manner
demonstration of skills on multiple occasions or in response to multiple requests to reflect breadth of knowledge and ability to respond to different situations.
Context of and specific resources for assessment
Assessment must ensure:
interaction with others to reflect the customer service and communication skills in this unit
access to typical information storage systems.
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 questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
direct observation of the candidate providing information and assistance to visitors, including those with special needs
evaluation of responses prepared by the candidate to meet a range of different information needs
review of information manuals or notes kept by the candidate
oral or written questioning to assess knowledge of facilities and services.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
other customer service units.
Evidence of the following is essential:
ability to access appropriate information on services and facilities
ability to communicate information and assist visitors in a friendly and culturally appropriate manner
demonstration of skills on multiple occasions or in response to multiple requests to reflect breadth of knowledge and ability to respond to different situations.
Context of and specific resources for assessment
Assessment must ensure:
interaction with others to reflect the customer service and communication skills in this unit
access to typical information storage systems.
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 questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
direct observation of the candidate providing information and assistance to visitors, including those with special needs
evaluation of responses prepared by the candidate to meet a range of different information needs
review of information manuals or notes kept by the candidate
oral or written questioning to assess knowledge of facilities and services.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
other customer service units.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C5239 | CULMS202A | Assist clients to access services and facilities | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| D9403 | CULEVP202A | Provide visitors with venue information and assistance | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D647 | CUV30411 | Certificate III in Arts Administration | Qualification |
| C888 | CUL20204 | Certificate II in Museum Practice | Qualification |