ESSENTIAL SKILLS PROFILE VALET ATTENDANT

Transcription

1 ESSENTIAL SKILLS PROFILE VALET ATTENDANT

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 VALET ATTENDANT INTRODUCTION The most important Essential Skills for Valet Attendants are: Valet Attendants provide customer service by parking and retrieving the vehicles of the Casino visitors. Oral Communication Working With Others Canadian Gaming Centre of Excellence 1

4 VALET ATTENDANT - READING TEXT A. READING TEXT READING TEXT Refers to reading memos, schedules and procedure manuals. Tasks Typical Most Complex Examples read memos to keep up to date with changes. For example, entertainment notices, VIP arrivals, traffic flow changes or allotment of extra stalls. (1) read traffic signs and signals. (1) read claim checks to retrieve cars. (1) refer guests to the policies and procedures printed on the back of the valet ticket. (2) refer to refusal list which permits valets to refuse to drive a vehicle. (occasionally) (1) read the procedures manual when they start the job. (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. Forms >> To skim for overall meaning, to get the gist. Labels >> Notes, Letters, Memos Manuals, Specifications, Regulations Reports, Books, Journals 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 VALET ATTENDANT - DOCUMENT USE B. USE OF DOCUMENTS DOCUMENT USE Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Tasks Typical Most Complex 1 1 Examples consult the shift schedule. (1) checks listings for approval of holidays. (1) reads licence numbers on cars and on slips. (1) reads handicap permits. (1) may read documents offered as proof of ownership if slip is lost. (occasionally) (1) enters on valet slip a description of any damage observed on a car to be parked. (1) when acting as valet captain, signs for a float and fills out a reconciliation sheet. (1) fills out claim slips with licence number and make of car, stamps claim with the date and time. (1) may make sketches for an accident report. (1) 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 Document Use Profile >> 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. >> read tables, schedules and other table-like text (e.g., read work shift schedules). >> make sketches. Canadian Gaming Centre of Excellence 3

6 VALET ATTENDANT - WRITING C. WRITING WRITING Tasks Typical Most Complex 1 1 Examples fill out claim checks (also called slips, tags) with licence number and make of car. (1) write brief descriptions of damage noted on cars. (1) fill out and sign a reconciliation sheet when handling cash at the valet captain s desk. (1) 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 VALET ATTENDANT - NUMERACY D. NUMERACY NUMERACY Refers to using numbers and thinking in quantitative terms. (counting cash, calculating winnings) Tasks >> Money Math >> Scheduling or Budgeting/ Accounting Math Numerical Estimation 1 Examples as valet captain, make change and record cash flow. 2 as valet captain, handle a float and complete a reconciliation sheet. 1 estimate distances and angles. 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 Math Skills Profile a. Mathematical Foundations Used Number Concepts: Whole Numbers >> read and write, count, round off, add and subtract, multiply or divide whole numbers. For example make change and balance a reconciliation sheet. Rational Numbers - Decimals Shape and Spatial Sense: See Use of Documents for information on: Statistics and Probability: See Use of Documents for information on: >> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example they balance dollars and cents on a reconciliation sheet. recognizing common angles. drawing, sketching or forming common forms and figures. tables, schedules or other table-like text. Canadian Gaming Centre of Excellence 5

8 VALET ATTENDANT - NUMERACY (continued) b. How Calculations Are Performed Valet Attendants make calculations: >> in their head. >> using a calculator. c. Measurement Instruments Used Valet Attendants measure: >> time using a time clock to stamp stubs. Canadian Gaming Centre of Excellence 6

9 VALET ATTENDANT - ORAL COMMUNICATION E. ORAL COMMUNICATION ORAL COMMUNICATION Refers to talking to exchange information. (explaining Gaming rules and Casino information to customers. Tasks Typical Most Complex Examples interact with the guests offering information, giving directions, availability of promotions. (1) report suspicious contents of cars to Security. (1) are diplomatic and discrete while handling sensitive situations. (2) participate in pre-shift meetings where they give their supervisor an update on occurrences. (1) receive information and updates from supervisor. For example, about complimentary valet tickets, special promotions, or to discuss scheduling. (1) order supplies for the captain s desk from the supervisor. (1) 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 Modes of Communication Used: Valet Attendants communicate: >> in person. >> using a two-way radio between the captain s desk and the valet parking area Environmental Factors Impacting Communication: Valets work in two separate areas, the casino entrance and the valet parking area. They communicate by two-way radio. Canadian Gaming Centre of Excellence 7

10 VALET ATTENDANT - 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 VALET ATTENDANT - 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 Examples have to deal with guests who are upset, offering sympathy and explanations. (2) refuse to handle guest cars in certain circumstances. (1) know when to refrain from helping motorists who are having mechanical difficulties. This is in order to avoid casino responsibility for false claims. For example, when a guest needs a boost, the valet can bring booster cables but must not apply them. (2) Examples decide when not to accept a vehicle for valet service (damaged, dirty or needing special care while driving) according to established guidelines and handle the situation with diplomacy and discretion. (2) decide when a situation observed in the parking area should be reported to Security. (1) Description check vehicles for roadworthiness and for damage before accepting them. When acting as captain they must assemble office supplies, sign out a float and be ready to receive guests at opening time. Valets co-ordinate their work between the front entrance and the lot by way of a two-way radio. Canadian Gaming Centre of Excellence 9

12 VALET ATTENDANT - THINKING SKILLS (continued) 4. Significant Use of Memory Examples try to remember the faces of regular guests. 5 Finding Information 1 Description for the most part, rely on their supervisor to provide information. Although they try to be knowledgeable about casino events, they usually refer guests to Customer Service. Canadian Gaming Centre of Excellence 10

13 VALET ATTENDANT - WORKING WITH OTHERS G. WORKING WITH OTHERS Valet Attendants work in two separate areas, the casino entrance and the valet parking area. They communicate by two-way radio. Valets serve as captain by rotation, and attend pre shift meetings to exchange information with co-workers and supervisors. They generally follow an established schedule and have clear guidelines to follow in their customer relations. Supervisors seek their input when changes are under consideration, for example changes in the distribution of the parking areas. 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 >> have opportunities to make suggestions on improving work processes. >> monitor the work performance of others. >> orient new 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 VALET ATTENDANT - COMPUTER USE H. COMPUTER USE Computer Use use the point-of-sale system to record transactions. Otherwise they do not have access to a computer. 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 Canadian Gaming Centre of Excellence 12

15 VALET ATTENDANT - CONTINUOUS LEARNING I. CONTINUOUS LEARNING How the Learning Occurs Learning may be acquired: through training offered in the workplace. For example, Valet Attendants may take shuttle bus training in order to be able to stand in for bus drivers. through day-long customer service oriented seminars provided by the organization. CONTINUOUS LEARNING 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 VALET ATTENDANT - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Valet Attendants also asked about the following topics. Physical Aspects The Valet Attendants interviewed mentioned these physical aspects of their jobs: Valets need the co-ordination and vision required of any professional driver. They are observant in order to alert Security to any suspicious or unusual behaviour on the lot. Valets are very active. They are getting in and out of cars, walking indoors and out for the duration of their shifts. Attitudes Future Trends Affecting Essential Skills Valet drivers recognize the need for an upbeat, approachable attitude that translates into good customer service. They are responsible and conscious of potential liability while in charge of the guests vehicles. No changes foreseen. 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