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Evidence Guide: AVIL0003 - Manage a check-in queue

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AVIL0003 - Manage a check-in queue

What evidence can you provide to prove your understanding of each of the following citeria?

Organise queue

  1. Queue is organised using appropriate signage, barriers and other resources in accordance with workplace procedures
  2. Breaches of queue protocol are identified and appropriate action taken to advise passengers concerned of service procedures to be followed
  3. Queue progress is monitored and appropriate action taken to adjust servicing resources or to reorganise queue in situations where queue becomes excessively long, short or requires reorganisation due to late boarding passengers
Queue is organised using appropriate signage, barriers and other resources in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Breaches of queue protocol are identified and appropriate action taken to advise passengers concerned of service procedures to be followed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Queue progress is monitored and appropriate action taken to adjust servicing resources or to reorganise queue in situations where queue becomes excessively long, short or requires reorganisation due to late boarding passengers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Breaches of queue protocol are identified and appropriate action taken to advise passengers concerned of service procedures to be followed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Queue progress is monitored and appropriate action taken to adjust servicing resources or to reorganise queue in situations where queue becomes excessively long, short or requires reorganisation due to late boarding passengers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Comb queue for passengers requiring urgent or express service

  1. Queue is combed at appropriate times to identify passengers who have priority need for rapid check-in in accordance with workplace procedures
Queue is combed at appropriate times to identify passengers who have priority need for rapid check-in in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers identified as having priority need for check-in are moved to head of the queue

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers without baggage are directed to proceed to express check-in or gate customer service desk

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate explanations are provided to other passengers in queue about reasons for priority service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information and assistance to passengers in queue

  1. Passengers are provided with relevant information on queuing arrangements and boarding progress using public address systems and other communications systems in accordance with workplace procedures
Passengers are provided with relevant information on queuing arrangements and boarding progress using public address systems and other communications systems in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information is provided to individual passengers on matters relevant to their check-in

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers are provided appropriate information on delays and cancelled or re-organised flight progress using public address systems and other communications systems in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers who require specific assistance are identified and assisted as required in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to queries from queue members

  1. Queries from passengers in a queue are received and interpreted in accordance with workplace customer service standards
Queries from passengers in a queue are received and interpreted in accordance with workplace customer service standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate responses are given to passenger enquiries in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger queries requiring detailed knowledge or additional information are referred to an appropriate supervisor or other staff for appropriate action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge
Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.