ESSENTIAL SKILLS PROFILE SLOT SUPERVISOR/ ELECTRONIC GAMING SUPERVISOR

Transcription

1 ESSENTIAL SKILLS PROFILE SLOT SUPERVISOR/ ELECTRONIC GAMING SUPERVISOR

2 TABLE OF CONTENTS Essential Skills are the skills people need for work, learning and life. Human Resources and Skills Development Canada have identified nine essential skills that are the foundation to success in today s workplace. They provide the foundation for learning all other skills and enable Gaming employees to evolve in their jobs and adapt to workplace change. Without adequate levels of Essential Skills, employees productivity, training and career options in Gaming may be limited. Essential Skills are critical to the Gaming Industry. HIT THE JACKPOT BET ON A CAREER IN GAMING INTRODUCTION 1 READING TEXT 2 USE OF DOCUMENTS 3 WRITING 4 NUMERACY 5 ORAL COMMUNICATION 7 THINKING SKILLS 9 1. Problem Solving 9 2. Decision Making 9 3. Job Task Planning and Organizing Significant Use of Memory Finding Information 10 WORKING WITH OTHERS 11 COMPUTER USE 12 CONTINUOUS LEARNING 13 OTHER INFORMATION 14 Physical Aspects 14 Attitudes 14 Future Trends Affecting Essential Skills 14 Notes 14 Canadian Gaming Centre of Excellence

3 SLOT SUPERVISOR INTRODUCTION The most important Essential Skills for Slot Supervisors are: Oral Communication Numeracy Thinking Skills (Problem Solving) Slot Supervisors are responsible for the day-to-day supervision of the Slot department frontline staff. Slot Supervisors are also known as: Electronic Gaming Supervisors Slot Shift Managers Electronic Gaming Shift Managers Floor Supervisors Floor Managers Canadian Gaming Centre of Excellence 1

4 SLOT SUPERVISOR - READING TEXT A. READING TEXT READING TEXT Refers to reading memos, schedules and procedure manuals. Reading Text is an Essential Skill that all Casino employees Read bulletin boards for memos, job openings, general announcements and training opportunities Read procedure manuals, maintenance manuals and MSD sheets Read casino entertainment and special event information to pass along to customers Tasks Typical Most Complex Reading Profile Type of Text Purpose for Reading To scan for specific information/ To locate information. Forms >> Labels >> Notes, Letters, Memos Manuals, Specifications, Regulations Reports, Books, Journals read s and memos from managers and supervisors from other departments. For example, upcoming casino promotions and training opportunities. Slot Floor Supervisors determine whether to forward the information to staff and how to do so appropriately. (2) read and interpret manuals. For example, procedures manuals for Slot department and for casino staff in general, make contributions to a new training manual which is in progress. (3) consult manager s booklet for materials and facts about the casino. (1) To skim for overall meaning, to get the gist. To read the full text to understand or to learn. >> >> >> To read the full text to critique or to evaluate. Canadian Gaming Centre of Excellence 2

5 SLOT SUPERVISOR - DOCUMENT USE B. USE OF DOCUMENTS DOCUMENT USE Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Document Use is an Essential Skill that all Casino employees Tasks Typical Most Complex Document Use Profile read information on coupons, vouchers, chits, credit notes and gift certificates. (2) obtain variance report from bank to be posted in binder. Track the reason for variance. (2) sign off keys, equipment and locked boxes to staff. (1) cash out slot attendants verifying balance sheets. Enter information on computer. (1) print out monthly balancing average sheets from computer. (1) report customer claims on Incident Report. For example, if a customer is short-changed by a machine, take note of name, address, telephone number, time and date, amount missing and machine number. Follow up on claims when balance is done at night. (2) record progressive balances reported by attendants at the end of the night. (1) complete employee daily log including exceptions and forward log to Payroll. (1) Scan flow charts to learn sequencing of simple tasks and processes Complete forms, procedural checklists and end-of-day reports Identify WHMIS and other casino workplace symbols, icons and directional signs >> read signs, labels or lists. >> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. >> read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. >> read tables, schedules and other table-like text (e.g., read work shift schedules). > may create tables, schedules and other table-like text. >> enter information on tables, schedules or other table-like text. Canadian Gaming Centre of Excellence 3

6 SLOT SUPERVISOR - WRITING C. WRITING WRITING Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Document Use is an Essential Skill that all Casino employees Scan flow charts to learn sequencing of simple tasks and processes Complete forms, procedural checklists and end-of-day reports Identify WHMIS and other casino workplace symbols, icons and directional signs Tasks Typical Most Complex Writing Profile Length Texts requiring less than one paragraph of new text Texts rarely requiring more than one paragraph Longer texts Purpose for Writing To organize/ To remember To keep a record/ To document write employee evaluations at the request of the manager. (3) write incident reports on reported machine malfunction. Takes details including customers address and number to inform about result of the nightly balance. (2) complete employee daily log, recording exceptions to forward to Payroll office. (1) To inform/ To request information >> >> >> To persuade/ To justify a request To present an analysis or comparison To present an evaluation or critique >> >> > >> >> To entertain Canadian Gaming Centre of Excellence 4

7 SLOT SUPERVISOR - NUMERACY D. NUMERACY Tasks >> Money Math 2 verify and sign off floats, adds, decreases and physical counts of slot attendants at the beginning of the shift and at the end of the day. (2) NUMERACY Refers to using numbers and thinking in quantitative terms. (counting cash, calculating winnings) Numeracy is an Essential Skill that all Casino employees Calculate winnings according to placement of chips, betting odds and values assigned to chips Count cash in opening and closing balances and customer transactions Estimate time required to complete tasks Estimate crowd flow Measure, calculate and use ratios to mix cleaning solutions and compounds >> Scheduling or Budgeting/ Accounting Math >> Measurement and Calculation Math >> Data Analysis Math > Numerical Estimation Math Skills Profile 2 monitor the data entered and accessed on the accounting system, checking the totals against physical counts, slot management system totals and U.S. exchange slips. (2) 2 calculate and record cash value of coupons, gift certificates, credit notes, chips and tokens, vouchers and U.S. dollars. (2) 2 examine the transactions paper trail (computer printouts, payout stubs, exchange slips, etc.) to track variance in balance sheets. (2) 1 estimate space in lockers in order to take coin skims at appropriate times. (1) a. Mathematical Foundations Used Number Concepts: Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, verify physical count of coin to check end of day, weigh bags or use counting machines to verify coin and record the cash value. round off progressive jackpot payouts to the highest nickel. track variance in attendants balances, investigate shortages on specific machines. Integers >> read and write, count, round off, add or subtract, multiply or divide integers. For example, verify overage/shortage calculations completed by slot attendants. Also, check and verify a monthly report to track balances. Canadian Gaming Centre of Excellence 5

8 SLOT SUPERVISOR - NUMERACY (continued) Number Concepts: Rational Numbers - Decimals >> read and write, round off, add or subtract decimals, multiply or divide by a decimal. For example, multiply or divide decimals in handling records of dollars and cents. Rational Numbers - Percent > read and write percentages. For example, print the monthly balancing average for staff. NUMERACY Refers to using numbers and thinking in quantitative terms. (counting cash, calculating winnings) Numeracy is an Essential Skill that all Casino employees Calculate winnings according to placement of chips, betting odds and values assigned to chips Count cash in opening and closing balances and customer transactions Estimate time required to complete tasks Estimate crowd flow Measure, calculate and use ratios to mix cleaning solutions and compounds Conversions >> convert U.S. and Canadian dollars using a given exchange rate, converts hours and minutes to decimal to record employee time off. Statistics and Probability: See Use of Documents for information on: b. How Calculations Are Performed Slot Floor Supervisors make calculations: in their head. using a calculator. using a computer for data entry, recording and calculating. c. Measurement Instruments Used Slot Floor Supervisors measure: using tables, schedules or other table-like text. time using a clock or watch to record date and time of transactions, late breaks, incident reports, etc. weight or mass using a scale to check number of coins in a bag. May also use coin/ bill counter to count money. Canadian Gaming Centre of Excellence 6

9 SLOT SUPERVISOR - ORAL COMMUNICATION E. ORAL COMMUNICATION ORAL COMMUNICATION Refers to talking to exchange information. (explaining Gaming rules and Casino information to customers. Oral Communication is an Essential Skill that all Casino employees Educate customers about responsible gaming and ensuring anyone who is having difficulty gets the assistance that they need Explain casino information, services, gaming products and gaming rules to customers Ask questions to clarify job tasks and expectations Speak respectfully to customers and co-workers when dealing with complex issues or resolving conflicts Tasks Typical Most Complex Modes of Communication Used: Slot Floor Supervisors communicate: >> in person. 2 3 >> using the two-way radio. >> using specialized communication signals. For example, numbered codes or abbreviations for use over the radio. Environmental Factors Impacting Communication: deal with upset customers who are not satisfied with speaking to slot attendants and wish to take their complaints further. May call in the support of manager or Security. (3) are observant and ready to offer help and support to customers and co-workers alike. (1) facilitate pre-shift meetings to inform staff of changes in procedures, casino promotions, new machines or machines moved to new locations, social notes, etc. (3) negotiate with manager and staff to keep the floor adequately manned at all times. (2) communicate constantly by radio with technical support to get help with malfunctioning machines, with the Monitor Room to request and escort or to draw attention to unusual transactions. (2) communicates with bank over variances and incidents by phone giving details about what has happened and what has been done. (2) re-assure and comfort customers; provide reliable information and re-assure them about their concerns. The noisy machines are an impediment to good oral communication in the Slot area. Canadian Gaming Centre of Excellence 7

10 SLOT SUPERVISOR - ORAL COMMUNICATION (continued) Oral Communication Profile Purpose for Oral Communication Type To greet To take messages To provide/ receive information, explanation, direction To seek, obtain information To co ordinate work with that of others To reassure, comfort To discuss (exchange information, opinions) To persuade To facilitate, animate To instruct, instil understanding, knowledge To negotiate, resolve conflict To entertain Listening (little or no interaction) Speaking (little or no interaction) Interact with co-workers >> >> >> >> >> >> >> >> Interact with those you supervise or direct >> >> >> >> >> >> >> >> Interact with supervisor/ manager Interact with customers/ clients/ public Interact with suppliers, servicers Participate in group discussion Present information to a small group Present information to a large group >> >> >> >> >> > >> >> >> > >> >> >> >> >> >> >> Canadian Gaming Centre of Excellence 8

11 SLOT SUPERVISOR - THINKING SKILLS F. THINKING SKILLS 1. Problem Solving THINKING SKILLS Refers to the process of evaluating ideas or information to reach a rational decision. Thinking Skills includes problem solving, decision making, job task planning and organizing, significant use of memory and finding information from text, people and computerized databases. Thinking Skills are Essential Skills that all Casino employees Assess a situation and react appropriately Evaluate if currency seems suspicious Prioritize the order in which tasks are completed by considering deadlines and resources Tasks Typical Most Complex 2. Decision Making Tasks Typical Most Complex investigate problem machines. Use override if jackpot is not reporting, verify the jackpot at the machine. (1) respond to customer complaints and write up incident reports. Get technical and Security support. Respond to the customer as soon as the discrepancy is verified. Call in technical support for repairs or to obtain a printout for a customer who insists on immediate reimbursement. (3) assist staff with pay cheque problems, banked time queries. Help track records and listen to both sides. (2) deal with poor balancing averages, especially with new staff members. Offer coaching and mentoring, re-training or recommend a move to another section. (3) deal with all kinds of customer problems. For example, someone is ill, lost, or needs assistance with a machine. (1) decide whether or not to honour a disputed payout or voucher (small quantity) to a guest. (2) helps slot attendants get through to technical support or MR (Monitor Room) when they are having difficulty. (1) make fast decisions about changes in scheduling. For example, adjusting the break schedule if required. (2) decide to send staff for coaching or re-training because of poor balancing average. (2) decide to record poor performance, suggest re-training or recommend a reprimand for breach of procedures. (3) Canadian Gaming Centre of Excellence 9

12 SLOT SUPERVISOR - THINKING SKILLS (continued) 3. Job Task Planning and Organizing 1-2 Description are responsible for the routine daily signing in and the issuing of floats. They rotate the assignment of booths and keys. They are attentive to the need for skims and keep record of adds and decreases during the day. (1) must deal with unexpected absences, illnesses, late arrivals and reschedule duties and breaks accordingly. (2) schedule cash out when shifts overlap. (1) 4. Significant Use of Memory keep procedures in mind and remember to set an example by following them strictly. memorize telephone numbers, radio codes, and login passwords. remember personal preferences of staff members. 5. Finding Information 2 are familiar with the system of binders and records kept within the department. For example, recorded amounts of progressive prizes, payroll questions, reports to Finance. (2) are familiar with all procedures manuals and manuals for handling the machines used in the Bank area. Complex machine troubleshooting would be referred to a technician. Canadian Gaming Centre of Excellence 10

13 SLOT SUPERVISOR - WORKING WITH OTHERS G. WORKING WITH OTHERS Slot Floor Supervisors meet frequently with managers and bank supervisors and have the opportunity to offer input and feedback on work processes. They have daily contact with the slot attendants and cashiers and strive to maintain an atmosphere of teamwork and mutual support. The Supervisor is constantly alert to any support needed by the attendants on the floor. Needs range from offering support in dealing with a rude or aggressive guest to offering assistance with a machine. Participation in Supervisory or Leadership Activities WORKING WITH OTHERS Refers to employees working together to carry out tasks. Working with Others is an Essential Skill that all Casino employees Co-operatively work with others to exceed casino service standards Coach and mentor new employees Make suggestions on improving teamwork and casino service (break schedules, shift times) Co-operatively work with others to repair casino equipment >> participate in formal discussions about work processes or product improvement. >> participate in formal discussions concerning the allocation of responsibilities within own group or appropriate goals for the work group or methods for achieving goals. >> have opportunities to make suggestions on improving work processes. >> monitor the work performance of others. >> inform other workers or demonstrate to them how tasks are performed. >> assign coaches to orient new employees. >> assign new or unusual tasks to other workers. >> identify training that is required by, or would be useful for, other workers. > deal with other workers complaints or refer them to manager. Canadian Gaming Centre of Excellence 11

14 SLOT SUPERVISOR - COMPUTER USE H. COMPUTER USE COMPUTER USE Refers to the variety and complexity of computer use within the employees position. Computer Use is an Essential Skill that all Casino employees Enter data into various computerized tracking systems and databases Use to communicate with others Use document and spreadsheet software to prepare, edit, manipulate and analyze Information Manage department electronic files Use a variety of electronic devices and resolve basic technical difficulties 2 Computer Use >> use word processing. For example to write memos and Incident Reports. >> use a database. For example, to enter data or read printouts. >> use a spreadsheet. For example, to enter data or read printouts. >> use bookkeeping, billing and accounting software. For example, verify records with physical count. >> use communication software. For example, . Canadian Gaming Centre of Excellence 12

15 SLOT SUPERVISOR - CONTINUOUS LEARNING I. CONTINUOUS LEARNING How the Learning Occurs CONTINUOUS LEARNING Learning may be acquired: as part of regular work activity. from co-workers. through training offered in the workplace. For example, day-long seminars, computer training. Refers to the ongoing process of acquiring new skills and knowledge and applying them in the workplace. Continuous Learning is an Essential Skill that all Casino employees Identify training opportunities that are available Learn about new casino equipment, products, services and procedures Identify and understand skill strengths and the areas where improvement is needed to become successful in other casino positions Use newly learned skills and knowledge to improve work Canadian Gaming Centre of Excellence 13

16 SLOT SUPERVISOR - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Slot Supervisors also asked about the following topics. Physical Aspects Attitudes Future Trends Affecting Essential Skills The Slot Floor Supervisors interviewed mentioned these physical aspects of their jobs. Body Position They are very active and on their feet all day. Limb Co-ordination They must have manual dexterity to handle coin, keyboard, and other machines. Strength They must be strong enough to heft bags of coin weighing up to 15 pounds many times a day. Lifting the bags to fill hoppers is causing some repetitive strain injuries. They must be positive and upbeat, open-minded, and flexible. They have to be able to pass on orders, even those they do not agree with, in a way that keeps the workplace functioning smoothly and in an atmosphere of co-operation. They must see customer service as the first requirement on their job and strive to be approachable, respectful, and reliable to customers. They must be able to deal with customers calmly in all types of situations without taking their behaviour personally. There will be less need for the physical effort of offering coin to the Slot area as the TiTo (Ticket In, Ticket Out) machines become common. The focus will be on computer skills and customer service. Notes Throughout this document, the following codes have been used: >>> indicates that most respondents use that skill >> indicates that some respondents use that skill > indicates that few respondents use that skill indicates that none of the respondents use that skill Canadian Gaming Centre of Excellence 14