Application
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.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
Elements Elements describe the essential outcomes. | Performance Criteria Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Supervise the set-up of venue | 1.1 Check that required front of house services have been arranged 1.2 Assess that venue set-up, facilities and equipment minimise risk of injury to patrons and allow easy access for people with disabilities 1.3 Rectify situations that could potentially disrupt services during operating hours 1.4 Provide briefings to personnel prior to opening venue |
2. Monitor front of house services | 2.1 Open venue at scheduled opening times 2.2 Monitor the provision of services and take prompt action to resolve problems 2.3 Take responsibility for the resolution of escalated problems or complaints 2.4 Greet patrons and provide special assistance as required 2.5 Make clear and accurate public announcements 2.6 Liaise with back of house personnel to maximise quality of service to patrons 2.7 Assist with the workflow of service personnel 2.8 Ensure all work is undertaken according to safety and security procedures 2.9 Close and secure venue according to workplace procedures |
3. Evaluate front of house services | 3.1 Complete and distribute documentation relating to service operation 3.2 Involve team members in evaluations of front of house services and modify procedures accordingly 3.3 Contribute to evaluations of venue services and implement recommendations aimed at improving overall effectiveness of front of house services |
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.
Skill | Description |
Writing | Prepares workplace documentation and reports |
Oral communication | Seeks the views and opinions of others Obtains information by listening and questioning Discusses ideas and solutions Uses clear language to contribute information and express requirements |
Navigate the world of work | Works independently and collectively with a strong sense of responsibility for goals, plans, decisions and outcomes Identifies changes that would improve collective outcomes Takes responsibility for ensuring that workplace procedures are followed |
Interact with others | Adapts tone and language as required to resolve misunderstandings Uses language, tone and non-verbal behaviour appropriate for interacting with people from a range of social and cultural backgrounds Builds rapport in order to establish effective work relationships |
Get the work done | Systematically monitors the functioning of all aspects of front of house services Responds to problems requiring immediate attention, drawing on past experience to devise solutions Recognises the potential of new approaches to enhance work practices Implements improvements based on outcome of evaluations of front of house services Uses standard word processing and spreadsheet applications to prepare workplace documentation |
Sectors
Media and entertainment production – front of house