This unit describes the performance outcomes, skills and knowledge required to work effectively in a sport, recreation or fitness environment. The unit requires the ability to use industry knowledge to support the completion of day-to-day work activities.  This unit applies to key personnel working in customer service roles in gyms, aquatic centres, community centres or indoor activity centres. It also applies to individuals working as instructors, trainers or guides and volunteers in indoor and outdoor settings with a range of client groups.  These individuals work under supervision and according to relevant legislation and organisational policies and procedures.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and 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: - integrate industry knowledge and provide service to clients for a minimum of ten service periods that individually or in combination involve: - interacting with and positively responding to diverse demands and requests of multiple clients; - working with speed and efficiency to deal with numerous service and operational tasks simultaneously; - identifying issues and problems, determining solutions and taking appropriate action to resolve; - working cooperatively as part of a team, monitoring the service process and workflow, and taking responsibility for own work outcomes, and; - providing technical advice and support to other team members.Students will also be expected to demonstrate the following knowledge: - organisational policies and procedures; - complaint handling; - information sources for the sport, fitness and recreation industry and how to access that information; - roles and responsibilities of service team members; - sectors of the sport, fitness and recreation industry and their interrelationships, roles and functions, and; - full details of organisation products, services, facilities, current promotions, events and entertainment.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

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