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1. Advise customers on features of Keno.1.2.Advise customers on Keno promotions as required.
01 / 10 / 2021
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Elements and Performance Criteria
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Advise customers on features of Keno.
1.1.Provide information to customers about Keno games.
1.2.Advise customers on Keno promotions as required.
1.3.Respond to customer queries, requests and complaints according to organisational standards.
2. Process bet types.
2.1.Identify and confirm verbal and standard entry bet types.
2.2.Process bet types according to designated procedures.
3. Pay out prizes.
3.1.Check tickets through card reader, scanner or by serial number.
3.2.Process cash and cheque payouts according to pre-set limits.
3.3.Perform cash and cheque transactions according to agency and system limits and according to organisational procedures.
3.4.Refer large payouts, bets, cash ins and cash outs to the appropriate person.
4. Cancel tickets.
4.1.Cancel tickets through card reader or scanner, by serial number, or when not available, through arranging a claim for cancellation through appropriate measures.
4.2.Re-issue tickets where required according to organisational procedures.
5. Operate general functions of software and machines.
5.1.Use general functions when necessary according to authorised limitations.
5.2.Seek authorisation from the appropriate person where required.
6. Clean and maintain terminals.
6.1.Clean card readers as required by organisational procedures.
6.2.Change new paper rolls and ribbons as required by organisational procedures.
6.3.Check paper feed and reset card readers as required by organisational procedures.
6.4.Identify maintenance problems promptly and take appropriate measures.
7. Monitor security of Keno operations.
7.1.Follow Keno rules according to legislative requirements and organisational procedures.
7.2.Use the terminal disable function when appropriate.
7.3.Handle and balance cash and float according to organisational procedures.
7.4.Where appropriate, call the Keno Hotline for assistance.
7.5.Observe players and onlookers and note and report unusual practices and behaviours accurately and promptly.