18431 version 2
28-Jun-16
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SNOWSPORT AREA OPERATIONS
Supervise ticketing and guest services
at a snowsport area
level:
5
credit:
20
planned review date:
June 2009
sub-field:
Snowsport
purpose:
People credited with this unit standard are able to: supervise
the daily operation of snowsport area ticketing and guest
services; handle complaints and respond to complex
enquiries for snowsport area ticketing and guest services;
manage a snowsport area ticket office; and apply advanced
knowledge of the product range, snowsport area policy and
regulations, and snowsport industry.
entry information:
Prerequisites: Unit 18429, Process complex transactions
involving multiple guests with different needs at a snowsport
area; and Unit 18430, Redeem point of sale documentation
for products at a snowsport area; or demonstrate equivalent
knowledge or skills.
accreditation option:
Evaluation of documentation and visit by NZQA and industry.
moderation option:
A centrally established and directed national moderation
system has been set up by Sport, Fitness and Recreation
Industry Training Organisation.
special notes:
1
All activities must comply with the policies and
requirements of the enterprises involved and any
relevant legislative and/or regulatory requirements
which may include but are not limited to: the Consumer
Guarantees Act 1993; Fair Trading Act 1986; Sale of
Goods (United Nations Convention) Act 1994; and the
Health and Safety in Employment (HSE) Act 1992.
2
In this unit standard, company or snowsport area policy
and procedures are instructions to staff that may be
documented and available for reference at each
snowsport area in the form of an operations manual.
 New Zealand Qualifications Authority 2016
18431 version 2
28-Jun-16
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SNOWSPORT AREA OPERATIONS
Supervise ticketing and guest services
at a snowsport area
Elements and Performance Criteria
element 1
Supervise the daily operation of snowsport area ticketing and guest services.
performance criteria
1.1
Operational information and snowsport area policies and procedures are
communicated to ticketing and guest services personnel.
1.2
Security precautions employed by ticketing personnel are monitored to ensure
that they maintain safety in the workplace and for snowsport area guests,
according to company or snowsport area policy and procedures.
1.3
Accident and emergency reporting and procedures are communicated to
ticketing and guest services personnel according to company or snowsport area
policy and procedures.
1.4
Ticketing personnel are coordinated for shifts, duties, and training.
Range:
may include – rosters.
element 2
Handle complaints and respond to complex enquiries for snowsport area ticketing and
guest services.
performance criteria
2.1
Verbal or written guest complaints and complex enquiries are handled
according to company or snowsport area policy and procedures.
Range:
written complaints and enquiries may include but are not limited to
– facsimile, letter, email;
verbal complaints and enquiries may include but are not limited to
– telephone, face-to-face;
evidence is required for three complaints and three complex
enquiries.
 New Zealand Qualifications Authority 2016
18431 version 2
28-Jun-16
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SNOWSPORT AREA OPERATIONS
Supervise ticketing and guest services
at a snowsport area
element 3
Manage a snowsport area ticket office.
performance criteria
3.1
Procedures for opening a ticketing office are described and a ticket office is
open according to company or snowsport area policy and procedures.
3.2
Procedures for closing a ticketing office are described and a ticket office is
closed according to company or snowsport area policy and procedures.
3.3
Audit trails for ticketing services are described and audit systems managed
according to company or snowsport area policy and procedures.
3.4
Product transaction sales or revenue information is collated according to
company or snowsport area policy and procedures.
3.5
Point-of-sale takings are reconciled accurately according to company or
snowsport area policy and procedures.
element 4
Apply advanced knowledge of the product range, snowsport area policy and regulations,
and snowsport industry.
performance criteria
4.1
Advanced product knowledge is demonstrated and communicated to ticketing
and guest services personnel to enhance work practices.
Range:
may include – promotions, discounts, pricing schedules;
evidence required for three advanced products.
4.2
Relationships with suppliers, guests, and agents in the industry are built and
maintained to the benefit of the company or snowsport area.
4.3
Procedures and policies relating to amending, refunding, or replacing tickets or
products are followed and communicated to ticketing guest services personnel
in accordance with company or snowsport area policy and procedures.
Range:
re-issue, refund, cancellations, voids, manual or automated.
 New Zealand Qualifications Authority 2016
18431 version 2
28-Jun-16
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SNOWSPORT AREA OPERATIONS
Supervise ticketing and guest services
at a snowsport area
Comments on this unit standard
Please contact the Sport, Fitness and Recreation Industry Training Organisation
info@sfrito.org.nz if you wish to suggest changes to the content of this unit standard.
Please Note
Providers must be accredited by the Qualifications Authority or a delegated interinstitutional body before they can register credits from assessment against unit standards
or deliver courses of study leading to that assessment.
Industry Training Organisations must be accredited by the Qualifications Authority before
they can register credits from assessment against unit standards.
Accredited providers and Industry Training Organisations assessing against unit standards
must engage with the moderation system that applies to those standards.
Accreditation requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP also includes useful information about special requirements for providers wishing to
develop education and training programmes, such as minimum qualifications for tutors and
assessors, and special resource requirements.
This unit standard is covered by AMAP 0050 which can be accessed at
http://www.nzqa.govt.nz/site/framework/search.html.
 New Zealand Qualifications Authority 2016