1. Present information to customers
   • Welcome customers courteously according to enterprise procedures.
   • Provide customers with comprehensive, accurate and relevant information including any special requirements or directions.
   • Outline health and safety requirements according to enterprise procedures and specific restrictions.
   • Prepare customers appropriately for potential environment changes and situations which may occur.
   • Answer customer questions. in a courteous and friendly manner.
2. Enhance the presentation of information
   • Use communication and presentation techniques to enhance customer enjoyment of the experience
   • Ensure that personal presentation, appearance and grooming is appropriate to the environment.
   • Use positive and welcoming body language to the customer.
   • Show cultural and social sensitivity during the briefing.
   • Make use of technical presentation resources and use these correctly.
3. Liaise with team members
   • Maintain communication and co-operation with other team members/operators to ensure safe and efficient operations.
   • Give correct and accurate signals where appropriate.

Not applicable

Essential Knowledge and Skills to be Assessed

The following skills and knowledge must be assessed as part of this unit

health and safety requirements for specific eventslocations

emergency procedures for specific eventslocations

instructions to be given to customers

basic group presentation techniques including

voice projection

body language

tailoring language to meet different group needs

Linkages to Other Units

This unit has strong linkages to other Attractions and Theme Park units and combined training and assessment may be appropriate For example

THTFATB Operate a ride location

THTFAT04B Operate a ride location

THTFATB Maintain safety in water based rides

THTFAT06B Maintain safety in water based rides

THTFATB Operate an animal enclosureexhibit

THTFAT10B Operate an animal enclosure/exhibit

Critical Aspects of Assessment

Evidence of the following is critical

knowledge of health safety and emergency procedures

ability to clearly communicate information to customers

ability to use simple group presentation techniques to enhance briefing

Context of Assessment and Resource Implications

Assessment must ensure

demonstration of skills through the presentation of a briefing or scripted commentary in an environment where such an event would generally take place ie at a visitor site within an attraction

use of appropriate equipment to provide the briefing or scripted commentary

Assessment Methods

Assessment methods must be chosen to ensure that the skills required to conduct a preevent briefing can be practically demonstrated Methods must include assessment of knowledge as well as assessment of practical skills

The following examples are appropriate for this unit

direct observation of the candidate providing a briefing or scripted commentary

written or oral questions or interview to test knowledge of occupational health and safety issues and requirements

review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

Key Competencies in this Unit

Key competencies are built into all workplace competencies The table below describes those applicable to this unit Trainers and assessors should ensure that they are addressed in training and assessment

Level Perform Level Administer and Manage Level Design and Evaluate

Key Competencies

Collecting Organising and Analysing Information

For example

Reviewing scripted information in preparation for delivery

Communicating Ideas and Information

For example

Delivering information on health and safety requirements or site features

Planning and Organising Activities

For example

Organizing a series of briefings

Working with Others and in Teams

For example

Coordinating timings with colleagues

Using Mathematical Ideas and Techniques

For example

Timing the delivery length of a briefing

Solving Problems

For example

Dealing with a situation when amplification equipment fails

Using Technology

For example

Using a microphone to deliver the briefing

Essential Knowledge and Skills to be Assessed

The following skills and knowledge must be assessed as part of this unit

health and safety requirements for specific eventslocations

emergency procedures for specific eventslocations

instructions to be given to customers

basic group presentation techniques including

voice projection

body language

tailoring language to meet different group needs

Linkages to Other Units

This unit has strong linkages to other Attractions and Theme Park units and combined training and assessment may be appropriate For example

THTFATB Operate a ride location

THTFAT04B Operate a ride location

THTFATB Maintain safety in water based rides

THTFAT06B Maintain safety in water based rides

THTFATB Operate an animal enclosureexhibit

THTFAT10B Operate an animal enclosure/exhibit

Critical Aspects of Assessment

Evidence of the following is critical

knowledge of health safety and emergency procedures

ability to clearly communicate information to customers

ability to use simple group presentation techniques to enhance briefing

Context of Assessment and Resource Implications

Assessment must ensure

demonstration of skills through the presentation of a briefing or scripted commentary in an environment where such an event would generally take place ie at a visitor site within an attraction

use of appropriate equipment to provide the briefing or scripted commentary

Assessment Methods

Assessment methods must be chosen to ensure that the skills required to conduct a preevent briefing can be practically demonstrated Methods must include assessment of knowledge as well as assessment of practical skills

The following examples are appropriate for this unit

direct observation of the candidate providing a briefing or scripted commentary

written or oral questions or interview to test knowledge of occupational health and safety issues and requirements

review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

Key Competencies in this Unit

Key competencies are built into all workplace competencies The table below describes those applicable to this unit Trainers and assessors should ensure that they are addressed in training and assessment

Level Perform Level Administer and Manage Level Design and Evaluate

Key Competencies

Collecting Organising and Analysing Information

For example

Reviewing scripted information in preparation for delivery

Communicating Ideas and Information

For example

Delivering information on health and safety requirements or site features

Planning and Organising Activities

For example

Organizing a series of briefings

Working with Others and in Teams

For example

Coordinating timings with colleagues

Using Mathematical Ideas and Techniques

For example

Timing the delivery length of a briefing

Solving Problems

For example

Dealing with a situation when amplification equipment fails

Using Technology

For example

Using a microphone to deliver the briefing

This unit applies mainly to the tourist attractions and theme park sector of the tourism industry but may also be appropriate in other contexts. The following explanations identify how this unit may be applied in different workplaces and circumstances.