ESSENTIAL SKILLS PROFILE BANK/CAGE SUPERVISOR/ SHIFT MANAGER

Transcription

1 ESSENTIAL SKILLS PROFILE BANK/CAGE SUPERVISOR/ SHIFT MANAGER

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 5 NUMERACY 6 ORAL COMMUNICATION 9 THINKING SKILLS Problem Solving Decision Making Job Task Planning and Organizing Significant Use of Memory Finding Information 13 WORKING WITH OTHERS 14 COMPUTER USE 15 CONTINUOUS LEARNING 16 OTHER INFORMATION 17 Physical Aspects 17 Attitudes 17 Future Trends Affecting Essential Skills 17 Notes 17 Canadian Gaming Centre of Excellence

3 BANK SUPERVISOR INTRODUCTION The most important Essential Skills for Bank Supervisors are: Oral Communication Bank Supervisors oversee the transactions of cashiers and senior cashiers in the Bank area. Bank Supervisors are also known as: Cage Supervisors Bank Shift Managers Cage Shift Managers Numeracy Document Use Thinking Skills (Job Task Planning and Organizing) Canadian Gaming Centre of Excellence 1

4 BANK 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 Tasks Typical Most Complex Examples read memos ( ) from managers and supervisors in other departments and respond; decide how/if to appropriately disseminate information (bulletin board, , or announcement at meeting) to staff. (2) are very familiar with casino and bank procedures manuals. They keep staff aware of updates and file updates in a binder. For example, read fire drill procedures and make sure staff is aware of their responsibilities. Procedures manuals are well-written and in plain language. (3) consult manuals on the use of the machines commonly used in the bank area. For example, cheque writer, bill sorter, coin sorter. Technical support is available. (2) consult daily logs, review logs with managers. (2) 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 2

5 BANK SUPERVISOR - DOCUMENT USE B. USE OF DOCUMENTS Tasks Examples 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 Typical Most Complex scan lists for information. For example, telephone lists and lists of counterfeit bill serial numbers. (1) create and make and changes to the staffing schedule. (2) maintain a monthly inventory of office supplies using Excel. (2) order office supplies from internal department. (1) maintain individual employee logs documenting such things as positive comments, corrected procedures, (2) fill out documents. (2) write cheques using the cheque writer and keeps a cheque log. (2). verify and files, or forwards documentation produced by cashiers. For example, float balances, physical counts, U.S. exchange transactions, table card transaction slips, etc. (3). record information in the daily log. For example, staffing conflicts, reports issued such as: LCT s (Large Cash Transactions), EVR s (Employee Variance Reports), found money reports. (2) forwards staff hours to payroll recording absences, late time, shift premiums to Payroll office. (2) reviews paper trails and computer records to help track variance. (3) complete up LCT s (Large Cash Transactions), and SCT s (Suspicious Cash Transactions) and forwards copy to Security. (1) complete the Locker Balance form (1) prepare a Vault Adjustment whenever a cashier does not balance including comments on possible explanations to help find the variance. An EVR (Employee Variance Report) is made up if the money is not found; and error report is issued if the money is found. A copy is forwarded to Finance. (2) Canadian Gaming Centre of Excellence 3

6 BANK SUPERVISOR - DOCUMENT USE (continued) Document Use Profile >>> read signs, labels on office supplies, or lists. DOCUMENT USE Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. >>> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. For example, LCT s (Large Cash Transactions) or employee evaluations. >>> read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. For example, review cash slips and physical counts, employee incident reports. >>> read tables, schedules and other table-like text. For example, read work shift schedules. >>> create tables, schedules and other table-like text. For example, use Excel to interpret information on graphs or charts, for information presented at a Managers meeting. 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 Canadian Gaming Centre of Excellence 4

7 BANK SUPERVISOR - WRITING C. WRITING Tasks Examples 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 Typical Most Complex Writing Profile Length Texts requiring less than one paragraph of new text Purpose for Writing To organize/ To remember To keep a record/ To document write memos and forward information to managers and to other departments. (2) write up reports on Large Cash Transactions and Suspicious Transactions; They forward copies to Security. (2) track and record money assigned to each cashier, record weight of coin bags, using computerized system integrated with the vault. (1) maintain a daily log of what happens during the day. For example, enters shift changes, employee attendance, employee not following procedures, suspicious transaction with customer. (2). write and review discrepancy reports including a description of how errors were tracked. (2) write up employee evaluations following a check list and commentary. They document the report with information from the employee log. (3) may write revisions for the department s procedures manuals. Involves consulting staff, writing drafts and revisions and passing a security review. (4) 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 Texts rarely requiring more than one paragraph Longer texts >>> > >>> >>> >>> Canadian Gaming Centre of Excellence 5

8 BANK SUPERVISOR - 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 >> Measurement and Calculation Math >> Numerical Estimation Examples are alert to unusual amounts or distributions of 1-2 cash to detect suspicious behaviour. For example, guest who presents a bag of coins or a collection of dated silver dollars. (2) provide exchange rate daily and check calculation of U.S. exchange. (2) count the vault (1) 1-2 verify the records, balances, and physical counts of cashiers. Help to find the reason for the error. (2) maintain an inventory of office supplies and order as needed. (1) supervise senior cashiers who take the bags from the cashiers, count the cash, chips, currency paper of all kinds, and enter totals in accounting system for final balance (in the cage). (1) track variance in the paperwork of the senior cashiers (in the cage). A report is sent back to the area and staff work together to find the error. (2) reconcile grand total from reports collected from all areas of the casino (in the cage). (2) handle large volumes of cash and keep very accurate records. Speed is also required. This raises the skill level considerably. (4) 1 determine need for skims due to overload of bags in lockers. (1) 1 estimate traffic in the Bank area according to day of the week, number of tours, etc. (1) Canadian Gaming Centre of Excellence 6

9 BANK SUPERVISOR - NUMERACY (continued) 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, check a physical count. (1) 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 Rational Numbers - Fractions Rational Numbers - Decimals Patterns and Relations: Equations and Formulae Statistics and Probability: Summary Calculations Statistics and Probability See Use of Documents for information on: >> read and write, add or subtract fractions, multiply or divide by a fraction, multiply or divide fractions. For example, calculate the fraction of an hour. (1) >>> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, calculate cash amounts; convert hours and minutes to decimals for calculations of employee time. (1) >>> use formulae by inserting quantities for variables and solving. For example, to check the calculation of U.S. dollars to Canadian and vice versa. > may calculate averages, calculate rates other than percentage, calculate proportions or ratios. For example, calculate their own averages from spreadsheets on attendance. >> provide the numbers that are used in the Finance department to create statistics and probability. using tables, schedules or other table-like text. using graphical presentations. Canadian Gaming Centre of Excellence 7

10 BANK SUPERVISOR - NUMERACY (continued) b. How Calculations Are Performed Bank Supervisors make calculations: >>> in their head. >> using pen and paper. >>> using a calculator. >>> using a computer. >>> using various instruments (coin and bill counting machines) for counting and weighing currency. c. Measurement Instruments Used Bank Supervisors measure: >>> time using a watch or clock to record times on employee time sheets and other documents. >>> weight or mass using scales to weigh bags to determine if they contain the expected number of coins. Canadian Gaming Centre of Excellence 8

11 BANK 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 Examples interact with Finance department for clarification and information, especially for problems. For example, tracking a missing document, receipt. (3) are in constant contact with the cashiers, attending to their needs and responding to their questions. For example, see that they are provided with all the necessary forms; maintain the currency supply; redirect cashiers who are not observing procedures; assist in tracking variance. (3) deal with suspicious and large cash transactions for cashiers. (2) make calls to other departments to clarify situations. For example, calls customer service to clarify validity of coupons. (2) model a courteous and respectful workplace environment. (4) phone Monitor Room with routine security issues. For example, request camera monitoring of suspicious or large cash transactions, calls for escorts. (2) are diplomatic in getting information about /from a suspected individual. For example, a client who is reluctant to give out ID information. (2) apply conflict resolution training when dealing with irate, aggressive and unreasonable guests. (3) refuse certain requests made by guests. For example, guests who want casino to make change for them, last minute requests for coin. (2) use code signals, especially with Monitor Room to communicate urgent messages. For example, to request security back up to deal with an aggressive guest or a guest who is ill; alert them to large cash payouts. (1) participate in daily meetings with supervisors and more infrequently with managers to deal with staffing levels and to share information about events. (2) respond to all departments routine requests. For example, fill bank needs office supplies, inspectors are holding paper work to be picked up; Keno department requests decreases. (2) Canadian Gaming Centre of Excellence 9

12 BANK SUPERVISOR - ORAL COMMUNICATION (continued) Modes of Communication Used: Bank Supervisors communicate: >> in person. >> using the telephone. ORAL COMMUNICATION Refers to talking to exchange information. (explaining Gaming rules and Casino information to customers. Environmental Factors Impacting Communication: The counting machines and the proximity of the slot area make this a noisy environment. 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 Canadian Gaming Centre of Excellence 10

13 BANK 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 11

14 BANK 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 Tasks Typical Most Complex 2. Decision Making Tasks Typical Most Complex Examples collaborate with everyone (cashiers, seniors, cage and Finance) to track errors. For example, they go through paperwork looking for incorrect entries, errors in the physical count, etc. (2) locate missing documents. For example, one serial numbered LCT (Large Cash Transaction) is not recovered, follow the paper trail until it is found. (2) resolve conflicts between co-workers, between cashiers and clients. (3) when a payment is disputed, call the Monitor Room to request they view the tape. (3) attempt minor repairs on the cash sorting machines. (1) Examples decide how to staff different areas, when to move staff or close a booth. (2) decide whether to effect a suspicious payout when the customer insists. (3) Assess a situation and react appropriately Evaluate if currency seems suspicious Prioritize the order in which tasks are completed by considering deadlines and resources 3. Job Task Planning and Organizing 3 Description follow a strict schedule that aims to track all bank transactions throughout the day. Nevertheless, they must make decisions about changes in scheduling due to absenteeism, etc. They must schedule breaks carefully, as in some areas, a physical count is done every time a cashier leaves his/her position. seek ways to make the routine work smoothly. For example, they let cashiers know when they are planning to do a skim so that they have their accounts ready. juggle their schedule to take advantage of the strengths in their staff. They use quieter times to see that new staffs get a chance to improve their skills. Canadian Gaming Centre of Excellence 12

15 BANK SUPERVISOR- THINKING SKILLS (continued) 4. Significant Use of Memory Examples will say that they do not rely on memory, they document everything. However they do remember codes and passwords, and are very aware of procedures and any changes in procedures. They also make an effort to remember points about staff in order to be considerate in scheduling. 5. Finding Information 2-3 Examples follow procedures manuals rigorously. (2) refer to a large number of different logs, hard copy binders, computer printouts and worksheets which they produce and maintain themselves. These contain information vital to tracking errors. (3) Canadian Gaming Centre of Excellence 13

16 BANK SUPERVISOR - WORKING WITH OTHERS G. WORKING WITH OTHERS Bank Supervisors work closely with their staff of cashiers and senior cashiers. The staff works long shifts side by side and the environment is often fast-paced so the supervisor must do all he/she can to make everything run smoothly. They remark on how important it is to model a co operative, respectful work environment. They try to be open and approachable and to listen to all staff issues with equal attention. 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. >>> orient new employees. > make hiring recommendations. >>> assign routine tasks to other workers. >>> coach workers through new or unusual tasks. >>> identify training that is required by, or would be useful for, other workers. >>> deal with workers complaints. Canadian Gaming Centre of Excellence 14

17 BANK SUPERVISOR - COMPUTER USE H. COMPUTER USE COMPUTER USE 3 Computer Use use basic office programs with confidence and frequency. They monitor the input of large amounts of data and are adept at tracking any variance in printouts. They adapt templates in Word and adjust formulas and forms in Excel to their own use. In some cases they feel confident to troubleshoot on their own. 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 Computer Use Profile >>> use word processing. For example, to write memos, log annotations, employee evaluations, etc. >> use a database. >>> use a spreadsheet. >>> use bookkeeping, billing and accounting software. For example, to track monetary amounts in cashier booths. > use statistical analysis software to some extent. The data entered is used for these purposes but usually carried out by Finance. >>> use communication software. For example, . Canadian Gaming Centre of Excellence 15

18 BANK SUPERVISOR - 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: > from previous experience in supervising, in customer service, scheduling and ordering. >>> as part of regular work activity. >>> from co-workers. >>> through training offered in the workplace, particularly the seminar on coaching and training, computer training. >> through reading or other forms of home-study. >> through courses taken in other centres (College Accounting). 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 16

19 BANK SUPERVISOR - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Bank Supervisors also asked about the following topics. Physical Aspects Attitudes Future Trends Affecting Essential Skills The Bank Supervisors interviewed mentioned these physical aspects of their jobs. Bank Supervisors have to be physically fit. They are on their feet a great deal and need considerable strength to heft bags of coin and push carts. The job involves a lot of twisting and turning. Repetitive strain disorders are not uncommon. They need good eyesight, as they must be very observant. Bank Supervisors need superior people skills. They must be positive and encouraging and set a good example. It is important to not take offensive comments from customers personally. Supervisors must give and get respect both inside and out of the department. They must be observant and pay close attention to detail. As machines advance technologically, more computer skills will come into use. A reduction in coin will mean less weight lifting and less coin dust. 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 17