CUAFOH511 - Manage front of house services

Unit code:CUAFOH511Study level:TAFE

Nominal hours

100

Location

Footscray Nicholson

Prerequisites

(Or equivalent to be determined by unit coordinator)
Co-requisites
(Corequisite units must be studied concurrently with this unit)

Overview

This unit describes the skills and knowledge required to manage front of house services at venues during performances or events.Individuals who apply these skills are expected to display a high level of initiative, judgement and responsibility as they coordinate the set-up of venues prior to performances and manage on-site customer service.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each units learning outcomes & performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

Students will be expected to demonstrate the following required skills:

manage the following front of house services on at least two occasions:

all aspects of preparing a venue
briefing and supervising staff
interacting with patrons
monitoring front of house services during opening
closing a venue

resolve problems that typically arise in the context of managing front of house services
review performance of venue and front of house service and implement any improvements identified
work cooperatively with others.
Note: If a specific volume or frequency is not stated, then evidence must be provided for each of the above points at least once.

Students will also be expected to demonstrate the following knowledge:

key issues and challenges that typically arise in the context of managing front of house services
operational procedures for the following front of house services:

box office
cloakroom
food and beverage outlets
merchandising store or stand

workplace policies and procedures in relation to:

emergency evacuation
incident reporting
refunds and exchanges
staff reporting mechanisms
venue opening and closing

appropriate communication techniques and language, including interaction with cross-cultural groups and people with disabilities.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by Victoria University and/or via the Victoria University e-learning system.