ESSENTIAL SKILLS PROFILE RETAIL CASHIER

Transcription

1 ESSENTIAL SKILLS PROFILE RETAIL CASHIER

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 USE OF DOCUMENTS 3 WRITING 4 NUMERACY 5 ORAL COMMUNICATION 7 THINKING SKILLS 9 1. Problem Solving 9. Decision Making 9 3. Job Task Planning and Organizing 9 4. Significant Use of Memory Finding Information 10 WORKING WITH OTHERS 11 COMPUTER USE 1 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 RETAIL CASHIER INTRODUCTION The most important Essential Skills for Retail Cashiers are: Retail Cashiers handle the sale of gift items, Casino Entertainment sales and lottery tickets to casino clients. They offer superior customer service, maintain, update and order inventory, and assist in sales promotions. Working With Others Computer Use Numeracy Canadian Gaming Centre of Excellence 1

4 RETAIL CASHIER - READING TEXT A. READING TEXT READING TEXT Refers to reading memos, schedules and procedure manuals. Tasks Typical Most Complex read memos from supervisors and other departments to keep abreast of changes. () consult the flyer that comes with the lottery tickets to find promotion suggestions, etc. () read the cashiers procedures manual. For example, to check on proper cash handling. () read the fire drill manual. () consult the TicketMaster manual for information on upcoming events, seating sales, etc. () 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 Reading Profile Type of Text Purpose for Reading To scan for specific information/ To locate information. To skim for overall meaning, to get the gist. To read the full text to understand or to learn. Forms >> >> Labels >> Notes, Letters, Memos Manuals, Specifications, Regulations >> >> To read the full text to critique or to evaluate. Reports, Books, Journals > Canadian Gaming Centre of Excellence

5 RETAIL CASHIER - 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 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 Document Use Profile 1-3 keep binders of information on hand for reference on procedures or recent memos. () fill out reconciliation statements when changing shift. () maintain a gift certificate log and submit it to Finance. () prepare an individual reconciliation sheet and include commissions report for TicketMaster. () check coupons and record as cash. (1) prepare a weekly sales report. () take point-form notes in the daily log. (1) may create their own forms. For example, a checklist for new employees being trained. (3) >> read signs, labels or lists. For example, list stock that needs replacing, monthly inventory. >> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. For example, take note of found objects, where and when, and a description. > read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. For example, printouts from the various computer programs. >> read tables, schedules and other table-like text (e.g., read work shift schedules). >> enter information on tables, schedules or other table-like text. >> obtain information from sketches, pictures, or icons (e.g., computer toolbars). Canadian Gaming Centre of Excellence 3

6 RETAIL CASHIER - WRITING C. WRITING Tasks Typical Most Complex 1- write up daily reconciliation sheets. (1) prepare discrepancy reports indicating possible reasons for error. () 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 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 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 RETAIL CASHIER - NUMERACY D. NUMERACY 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 Tasks >> Money Math >> Scheduling or Budgeting/ Accounting Math > Numerical Estimation verify the morning float slip to a physical count detailing number of each denomination. () maintain record of money deposited during the day on the float slip. Use bag ID and adding time, date and Gift Store indicator, and printout from the computerized accounting system. (1) verify the count of tickets (Scratch and Win) and complete physical count sheet. (1) 1 estimate the space needed for displays. Math Skills Profile a. Mathematical Foundations Used Number Concepts: Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, verifying float to a physical count, multiplying rolled coin values. Counts on coupons and gift certificates. Rational Numbers - Fractions Rational Numbers Decimals Rational Numbers Percent Equivalent Rational Numbers >> read and write, add or subtract fractions, multiply or divide by a fraction, multiply or divide fractions. For example, may record inventory by quarter boxes. >> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, handling dollars and cents. >> read and write percentages, calculate the percent one number is of another, calculate a percent of a number. For example, to calculate the GST and PST or the player s club card discount for the customers information. >> convert between fractions and decimals or percentages, convert between decimals and percentages. For example, calculating U.S. exchange. Canadian Gaming Centre of Excellence 5

8 RETAIL CASHIER - NUMERACY (continued) Patterns and Relations: Equations and Formulae > use formulae by inserting quantities for variables and solving. For example, an equation is applied to round off the value of a certain number of free tickets (95 to $1.00). (1) Areas, Perimeters, Volumes > calculate areas, calculate perimeters, calculate volumes. For example, to estimate the space needed for displays. (1) b. How Calculations Are Performed Retail Cashiers make calculations: in their head. using a pen and paper. using a calculator. using a computer (accounting system, TicketMaster system). c. Measurement Instruments Used Retail Cashiers measure: >> time using a clock to keep track of relief staffing, show times, cut off times for lottery. > distance or dimension using tape measure to estimate space needed for display. Canadian Gaming Centre of Excellence 6

9 RETAIL CASHIER - 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: Retail Cashiers communicate: >> in person. >> using the telephone. Environmental Factors Impacting Communication: greet customers and respond to their requests. Retail Cashiers keep informed about casino events in order to respond to questions. () exchange information with manager, explain problems, consult about verification of documents. () work as a team with fellow cashiers, cooperate on shift changes, mentor new employees, cash out fellow cashiers. () talk to sales representatives, try out new products, and give feedback. () maintains telephone contact with other departments. For example, with Housekeeping for clean up, with Bank for exchange rate, with Guest Services for information. () may deal with unreasonable or irate customers, or may refer them to the supervisor. () The Gift Shop area is sometimes crowded and it is hard to give proper attention to each customer. Canadian Gaming Centre of Excellence 7

10 RETAIL CASHIER - 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 RETAIL CASHIER - 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. Decision Making Tasks Typical Most Complex 1-3. Job Task Planning and Organizing 1- sometimes have trouble understanding what clients are asking for. They use questioning to clarify. () troubleshoot on the computerized systems. For example, get back to start screen to add an item, or using specific function keys to clear the total. () find seating for clients in unfamiliar venues using TicketMaster. () find ways to calm an irate customer. For example, explain policies, keep a respectful attitude and listen to what the customer has to say. () try different methods when a credit card won t scan. (1) decide when to admit an exchange. For example, if they do not have a receipt. (1) decide when it is necessary to call in support. For example, when to call supervisor if accused of short-changing a client. () decide when a display should be changed. () Description plan their work according to the shift they are working. They deal with paperwork (count tickets, etc.) in the slow times. They plan new displays and work on them when the flow of customers permits. keep in touch with Guest Services in order to know when bus tours will be arriving in order to predict business. Canadian Gaming Centre of Excellence 9

12 RETAIL CASHIER - THINKING SKILLS (continued) 4. Significant Use of Memory work with a number of different computerized tracking systems, each with their own passwords and logon protocols. must remember the procedures relating to different systems even when they have not used them for a period of time. For example, they must remember to read over the ticket information with the patron when using TicketMaster to avoid errors. 5. Finding Information 1 keep orderly records (binders) of the information they may need. They keep track of memos alerting them to errors in coupon printing, etc. They regularly call on other departments for information as needed. Canadian Gaming Centre of Excellence 10

13 RETAIL CASHIER - WORKING WITH OTHERS G. WORKING WITH OTHERS Retail Cashiers are often working on their own, but count on collaborative co-workers to cover breaks and take turns in rotations. They rely on each other to troubleshoot with the many machines they operate on a daily basis. Participation in Supervisory or Leadership Activities WORKING WITH OTHERS Refers to employees working together to carry out tasks. >> have opportunities to make suggestions on improving work processes. >> inform other workers or demonstrate to them how tasks are performed, especially new employees. 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 Canadian Gaming Centre of Excellence 11

14 RETAIL CASHIER - 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 3 Computer Use Profile >> use a database. For example, TicketMaster. >> use a spreadsheet. For example, to reconcile online and offline ticket sales and balance to accounting system reports. >> use bookkeeping, billing, and accounting software. For example, computerized accounting system. > use communication software for . Computer Use logon and enter data to get printed summaries from various computerized tracking systems lottery machine, accounting system. (3) seek information and book tickets on the TicketMaster system. () scan or punch in entries to the computerized accounting system in different categories (confectionary, gifts, dollar value of lottery tickets), record how payment is made, (chips, credit cards), and adjusts U.S. currency automatically. () scan credit cards and debit cards with the machine, use printed record to enter into accounting system. (1) Canadian Gaming Centre of Excellence 1

15 RETAIL CASHIER - CONTINUOUS LEARNING I. CONTINUOUS LEARNING How the Learning Occurs CONTINUOUS LEARNING Refers to the ongoing process of acquiring new skills and knowledge and applying them in the workplace. Learning may be acquired: >> by applying previous experience. >> as part of regular work activity. >> from co-workers. > through training offered in the workplace. For example, seminar on training and coaching. 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 RETAIL CASHIER - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Retail Cashiers also asked about the following topics. Physical Aspects Attitudes Future Trends Affecting Essential Skills The Retail Cashiers interviewed mentioned these physical aspects of their jobs. Retail Cashiers are on their feet for long periods of time. They require manual dexterity for handling cash and operating machines. Retail Cashiers need to be flexible and willing to adapt to change. Retail Cashiers will need to continue to update computer skills. 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