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1. Advise customers on gaming activities. 1.1.Advise customers on gaming activities and features of games according to relevant rules and regulations.

01 / 02 / 2019 Essays & Coursework

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Unit Sector

Hospitality

Elements and Performance Criteria

ELEMENTS  

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Advise customers on gaming activities.

1.1.Advise customers on gaming activities and features of games according to relevant rules and regulations.

1.2.Explain machine operations to customers as required.

1.3.Display gaming information  in suitable locations.

1.4.Respond to customer queries, requests and complaints according to organisational standards.

2. Maintain gaming machines.

2.1.Clear and refill machines according to government, industry and organisational regulations.

2.2.Identify machine faults promptly and correctly.

2.3.Make simple machine repairs with minimum disruption to players, and according to manufacturer instructions, work health and safety (WHS) procedures and practices, and to the level authorised by legislation and organisational practices.

2.4.Identify, mark and report unserviceable machines promptly.

3. Monitor security of gaming areas.

3.1.Observe players and onlookers, noting and reporting unusual practices and behaviours.

3.2.Carry out machine security checks.

3.3.Identify and respond to breakdowns in security or safety functions according to scope of responsibility, organisational procedures, and work health and safety requirements.

3.4.Keep payout and gaming machine record books and keys secure.

3.5.Where appropriate, follow barring procedures according to organisational policy.

4. Make gaming machine payouts.

4.1.Verify payouts according to organisational procedures.

4.2.Complete payout according to industry and organisational procedures.

4.3.Check the identification and age of players as required, prior to payouts.

4.4.Identify situations where payouts should be refused and refer them to the appropriate person.

4.5.Pay winnings to the player and witness them according to government and organisational regulations.

4.6.Validate machines and return them to service promptly where appropriate.

4.7.Complete payout summaries or issue payout vouchers and balance with cash, float and machine readings.

4.8.Resolve or escalate payout disputes where required and according to organisational policies and customer service standards.

5. Operate and maintain coin dispensing equipment.

5.1.Operate coin dispensing equipment according to manufacturer instructions.

5.2.Identify and respond to equipment faults according to individual scope of responsibility.

5.3.Dispense, receive and weigh coins according to industry and organisational procedures.

5.4.Handle cash according to organisational security procedures.


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