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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

Access and update information
Source and access informationon facilities and services available within the organisation in accordance with organisational systems
Incorporate information into day-to-day contact with visitors to support the quality of service standards within the organisation
Share information with colleagues to support the efficiency and quality of service
Identify and use opportunities to update and maintain facility and service knowledge
Provide information about services and facilities
Pro-actively identify information and assistance needs of different customers, including those visitors with specific needs
Provide accurate information and assistance in a clear, concise, courteous and culturally appropriate manner
Where appropriate, assist and/or instruct to visitors in the use of equipment and facilities or refer to appropriate colleagues
Where appropriate, refer enquiries to other areas of the organisation or to external organisations
Promote internal products and services to visitors using appropriate customer service skills
Seek feedback on services
Pro-actively seek feedback and comment on services from visitors
Observe visitor behaviour and interest to inform organisational evaluation processes
Follow appropriate procedures where formal evaluation mechanisms are in place
Provide information on visitor feedback to appropriate colleagues

Required Skills

Required skills

communication and interpersonal skills to interact in a courteous and friendly way with customers

research skills to source information on a predictable range of customer requests

literacy skills to understand interpret and orally communicate venue information and promotional material

Required knowledge

sources of information on the organisations services and facilities

typical information systems used within museum organisation

organisations general services plus ancillary and temporary services eg parking retail outlets temporary exhibitions

facilities services and procedures for those with specific needs

customer service standards within the organisation

organisational procedures and practices relating to the provision of services and information

available sources of advice and referral

safety and emergency procedures for visitors colleagues and self

Evidence Required

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

Critical aspects for assessment and evidence required to demonstrate competency in this unit

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 onthejob 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

Range Statement


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.
Information on facilities and services may relate to:	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

Opportunities to update and maintain facility and service knowledge may include reference to:	staff noticeboards leaflets and brochures team meetings internal newsletters discussions with colleagues

Information may be provided:	face-to-face by phone by mail electronically

Visitors may be individuals or groups and may include:	domestic and international tourists the general community special needs groups users of the institution's services affiliated and special interest groups sponsors and donors

Visitors with specific needs may include:	those with a disability those with special cultural needs first-time visitors parents with young children unaccompanied children aged people school groups VIPs

Feedback may be obtained through:	informal contact/discussion with visitors surveys interviews observation of visitor behaviour