ESSENTIAL SKILLS PROFILE HOUSEKEEPING SUPERVISOR/ SHIFT MANAGER

Transcription

1 ESSENTIAL SKILLS PROFILE HOUSEKEEPING 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 4 NUMERACY 5 ORAL COMMUNICATION 7 THINKING SKILLS 9 1. Problem Solving 9 2. Decision Making 9 3. Job Task Planning and Organizing 9 4. 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 HOUSEKEEPING SUPERVISOR INTRODUCTION The most important Essential Skills for Housekeeping Supervisors are: Oral Communication Housekeeping Supervisors oversee the deployment and performance of casino housekeeping staff. They keep employment records, maintain an inventory of materials and respond to requests for service from all departments. Housekeeping Supervisors are also known as: Housekeeping Shift Managers Document Use Computer Use Canadian Gaming Centre of Excellence 1

4 HOUSEKEEPING SUPERVISOR - READING TEXT A. READING TEXT READING TEXT Refers to reading memos, schedules and procedure manuals. Tasks Typical Most Complex read s and memos from management and other departments, sort, file, decide what should be communicated to the staff. (2) read training information to pass on to staff. (2) read log entries from previous shift. (1) read, refer to procedures manuals (Housekeeping and General) and interpret them for staff. (3) consult MSDS (Material Safety Data Sheets) sheets and WHMIS (Workplace Hazardous Materials Information System). (2) 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 Reports, Books, Journals >> >> >> >> To read the full text to critique or to evaluate. Canadian Gaming Centre of Excellence 2

5 HOUSEKEEPING 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 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 >> read signs, labels or lists. respond to and act on s each day. These may be requests, complaints, casino information on upcoming promotions. (2) record daily events in a daily log. (2) consult and adjust schedule for deployment of a staff, find substitutes or fill in for absentees, with attention to rotation, modified duties, etc. (2) may conduct shift appraisals and enter a report on the employee file. File may be physical or electronic. (2) use employee file information to compile an employee evaluation (yearly). Submit to management. (3) consult MSDS (Material Safety Data Sheets) and WHMIS (Workplace Hazardous Materials Information System) information for new products. (2) fax end-of-shift attendance record to Payroll. (1) sign in/out radios and keys to staff. (1) keep an inventory of warehoused materials and file purchase requests. may amend a standing purchase order to compensate for missing supplies. (2) may accompany contracted workers and write an Incident Report (good or bad) on their work. (2) sign packing slips for purchased materials. (1) >> 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. For example, log entries. >> read tables, schedules and other table-like text. For example, read and make changes in work shift schedules. >> create tables, schedules and other table-like text using Excel. >> enter information on tables, schedules or other table-like text. > interpret information on graphs or charts. For example, use colour coding for areas or materials. > construct or draw graphs or charts. For example, of the Utility area. > read assembly drawings. For example, to repair a soap dispenser. >> obtain information from sketches, pictures or icons. For example, WHMIS (Workplace Hazardous Materials Information System). Canadian Gaming Centre of Excellence 3

6 HOUSEKEEPING 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 record daily events in log. (1) write drafts of employee evaluations, drawing on information in the employee file. (3) may provide input for creating or revising Housekeeping Procedures manual, including detailed description of the routine in each area, application of Health and Safety guidelines. (3) write incident reports, including illness and accident. (2) write and respond to s on routine matters. (1) keep an inventory of cleaning materials in the area and file purchase requests. (2) 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 HOUSEKEEPING 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 > Data Analysis Math >> Numerical Estimation 1 Math Skills Profile a. Mathematical Foundations Used Number Concepts: maintain records so as to remain within the limits of their standing purchase orders. 2 keep a running inventory of cleaning products, input products used, re-order as needed, and report weekly. (2) adjust schedule daily, report to Payroll on time off and late arrivals. (2) 2 determine whether they are overstocked or in need of certain materials by reviewing the inventory. (2) 1 estimate time needed to replenish supplies to proper level. (1) Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, count hours worked or check inventory. Rational Numbers - Fractions Rational Numbers - Decimals Patterns and Relations: Use of Rate, Ratio and Proportion 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, add parts of cases to inventory. >> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, calculate money remaining in a standing purchase order. Convert hours to decimals. > may use a rate showing comparison between two quantities with different units. For example, may calculate the ratio of product to water to be used in a dispenser. using tables, schedules or other table-like text. using graphical presentations. Canadian Gaming Centre of Excellence 5

8 HOUSEKEEPING SUPERVISOR - NUMERACY (continued) b. How Calculations Are Performed Housekeeping Supervisors make calculations: >> in their head. >> using a calculator. c. Measurement Instruments Used Housekeeping Supervisors measure: time using a clock liquid volume using dispensing units. Canadian Gaming Centre of Excellence 6

9 HOUSEKEEPING 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: Housekeeping Supervisors communicate: >> in person > using the telephone. >> using a two-way radio and use number codes. For example, a spill is a Environmental Factors Impacting Communication: None were mentioned. give individual, caring attention to those who bring problems to work. Listen to their point of view. (2) conduct pre-shift meetings to update staff and discuss deployment changes. (3) speak to customers on the floor, respond to complaints, reassure customers after spillage or becoming ill; sympathize about machines not paying, offer Addictions Foundation information. (2) meet with supervisors and Casino Manager daily, especially to discuss staffing issues. (2) contact Security. For example, an ambulance has been called, please be sure the way is clear for them. (1) speak with supervisors of other departments. For example, discuss requirements for promotional and special events. (2) Canadian Gaming Centre of Excellence 7

10 HOUSEKEEPING 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 HOUSEKEEPING 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 Job Task Planning and Organizing deal with scheduling changes almost every day. (2) deal with upset clients over spills, gum on chair, etc. Want to prevent liability situations. (3) decide what action to take with irate clients. (2) make decisions about deployment of staff, assigning unpleasant cleanup jobs. (3) Description do paperwork (schedules, inventory) at the beginning of their shifts. Facilitate pre-shift meetings to deploy staff and arrange breaks for the staff. When they are short-staffed, they may have to stand in themselves. Canadian Gaming Centre of Excellence 9

12 HOUSEKEEPING SUPERVISOR- THINKING SKILLS (continued) 4. Significant Use of Memory carry notebooks to help them remember all the details that come to their attention during the shift. Remember how to do paperwork correctly. 5. Finding Information 1-2 go to their managers or co-workers for information. (1) refer to data sheets for information about new products. (2) Canadian Gaming Centre of Excellence 10

13 HOUSEKEEPING SUPERVISOR - WORKING WITH OTHERS G. WORKING WITH OTHERS Participation in Supervisory or Leadership Activities Housekeeping Supervisors make a point of knowing their staff personally. They circulate constantly, keeping in touch with staff deployed in all parts of the building. They emphasise fairness in the rotation of staff to the different areas, the equitable treatment of absences and illness, the distribution of breaks. 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 and evaluate the work performance of others. >> inform other workers or demonstrate to them how tasks are performed. For example, demonstrate a new product. >> orient new employees. > make hiring recommendations. For example, a move from casual to part-time status. >> assign routine tasks to other workers. >> 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. Canadian Gaming Centre of Excellence 11

14 HOUSEKEEPING SUPERVISOR - COMPUTER USE H. COMPUTER USE 3 Computer Use use a computer daily to send and receive s, to print out schedules and to maintain their inventory. They create their own documents for use in the department. 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 Computer Use Profile >> use word processing. For example, to write incident reports, evaluations. >> use a spreadsheet. For example, to create a schedule, to maintain a weekly check on housekeeping inventory. > use bookkeeping, billing and accounting software. For example, they may share a spreadsheet with the warehouse which facilitates working with standing orders. >> use communication software. For example, for daily communication, for placing orders with warehouse. Canadian Gaming Centre of Excellence 12

15 HOUSEKEEPING SUPERVISOR - CONTINUOUS LEARNING I. CONTINUOUS LEARNING How the Learning Occurs Learning may be acquired: CONTINUOUS LEARNING Refers to the ongoing process of acquiring new skills and knowledge and applying them in the workplace. >> as part of regular work activity. >> from co-workers. >> through training offered in the workplace. computer training. seminars such as Team Building. 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 HOUSEKEEPING SUPERVISOR - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Housekeeping Supervisors also asked about the following topics. Physical Aspects Attitudes Future Trends Affecting Essential Skills The Housekeeping Supervisors interviewed mentioned these physical aspects of their jobs. Supervisors are active and on their feet most of the shift. They are capable of filling in to mop, sweep and carry garbage. No heavy lifting. Supervisors need manual dexterity for keyboarding. Housekeeping Supervisors are approachable and understanding. Housekeeping Supervisors foresee the change of slot machines to coinless gaming machines will mean less dirt, and fewer people manning the slot machine area to be 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