unit 2 - 2.3 - 3.4

2.3. identify the types of items that may be prohibited at different venues and events

different event may prohibit items depending on what type of event it is and what kind of people are there. Some events may require items that could be seen as harmful or dangerous but they may be needed for the event. If this happens, the items will be allowed in the event but in a controlled manner with logs and references to where and what they are. For example, there could be an event where rifles could be used in and therefore participants will be able to take their own equipment and guns. The participants who attend will have to have to have a licence to hold and use the items which will make the event safe for people who are there.

On the other hand items may be prohibited completely because of the type of event it is. Alcohol may be prohibited at certain events because young people might be present or alcohol may be being served on site.

Also fireworks may be prohibited because of how dangerous they are. If there is a firework display it will be crowded and taking/lighting own fireworks in the crowd will be dangerous and someone could get seriously hurt.

2.4 describe the procedures stewards should follow when they identify prohibited items

when a steward identifies prohibited items they are to should follow the correct procedures and that depends on what item it is. They are to confiscate the item and take it away. They are to either pour it away so they cant get it back or put it in the bin. If the item is large or if it is more serious stewards are to take it away from crowds, queues and the person that have it. This ensures that the area stays safe and nobody finds about it

3.1. Outline why it is important for stewards to provide high standards of customer care at spectator events

It is important for stewards to provide customers with a high standard of customer care because they need to keep them happy and satisfied as they have paid to be there.

- To prevent conflict (stewards have to be very skilled in dealing with issues and be very professional about situations. They shouldn’t take sides but should take note of both sides of the story. If the argument is not resolved it could potentially escalate to something which could be out of hand)

- Meeting customer needs not customer satisfaction (sometimes stewards are not always able to satisfy customers because they have to concentrate on their needs. If someone fell and broke their leg it would be in your interest to get them medical attention even if they said they don’t want it. This is because, if something else happened due to that injury it would come across as if the steward didn’t do anything about it and just left the injury with an unqualified person)

- Repeat business (if you want the event to be successful then it is important that the stewards that are present are good at their job. They need to be polite and understanding to the spectators present because the they will remember it and will want to come back. If the opposite happened then the customers would think that the stewards are bad at their job and don’t really have any customer care)  

3.2 outline why it is important for stewards to take account of diversity and equality when dealing with customers at spectator events

It is important that stewards take into to consideration that not everybody is the same because otherwise they may say or so things that could effect the feeling of a person or even commit an illegal offence. This will reduce complaints and conflict between stewards and spectators. Stewards need to remain switched on at all times and remember peoples difficulties and ethnicity.

3.3 describe how stewards should interact with customers at spectator events

Stewards should be aware that most customers at spectator events are paying customers and should be treat and spoken to with respect. A high level of respect to people at spectator events should be kept at all times because stewards will always be in the public eye. If somebody approach's  a steward  they should be informative and helpful, they shouldn’t be ignorant and not have an interest with what they are asking or saying.

3.4 identify the types of information that customers at spectator events may need

Types of information that customers at spectator events may need:

location of main facilities, event office, directions, first aid points, availability of programmes or maps, opening or closing times, event timings, fire extinguishers and the police. Stewards will be expected so that if a spectator asks them they can give an accurate description or directions.