ESSENTIAL SKILLS PROFILE BINGO SUPERVISOR

Transcription

1 ESSENTIAL SKILLS PROFILE BINGO 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 Notes 14 Canadian Gaming Centre of Excellence

3 BINGO SUPERVISOR INTRODUCTION The most important Essential Skills for Bingo Supervisors are: Bingo Supervisors are responsible for ensuring that Bingo staff follow standards, policies and procedures. The Bingo supervisor observes, evaluates, instructs and advises front line staff and Bingo volunteers. The Supervisor is a visible presence on the floor, modelling good customer relations and handling of technical functions. Oral Communication Writing Computer Use Thinking Skills (Job Task Planning and Organizing) Canadian Gaming Centre of Excellence 1

4 BINGO SUPERVISOR - READING TEXT A. READING TEXT READING TEXT Refers to reading memos, schedules and procedure manuals. Tasks Typical Most Complex Examples read memos and s from management and other departments dealing with changes, next day s schedule, information to be communicated to staff. (2) read and interpret procedures manual for new staff and occasionally for experienced employees. (2) read variance report from the cage (daily). They follow up on the variance (see Problem Solving) and gather employee variance percentage statistics. (2) read notes from last shift. (1) read manuals on games, procedures and machines. (3) read comment cards from customers. (1) 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 BINGO SUPERVISOR - DOCUMENT USE 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 B. USE OF DOCUMENTS Tasks Typical Most Complex 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 or texts of a paragraph or more. >> read tables, schedules and other table-like text (e.g., read work shift schedules). >> create tables, schedules and other table-like text. Examples assign bags to staff from a bulk float at sign-in. Set up float slips, verify cashier locker counts from night shift. (2) compile and forward copies of the exception log, a record of changes to scheduling during the day. (2) make up breaks schedule. (1) present standard requisition forms for services. For example, to Security requesting a tape review to trace discrepancies.(2) compile Bingo report on system including sales, returns and attendance (result of a manual count, used to calculate average spending). Include wicket records, Bingo summary, report from Paymaster on the payouts of extra money and jackpots, product and electronic sales. Obtain end-ofsession report from volunteer co-ordinator. (3) report daily profits and losses. (2) calculate and update cumulative prizes and send copies to Customer Service and to Finance. (2) compile information and update the electronic displays (3) keep track of essential office supplies (Bingo brochures, etc) requisition by or paper form. (2) create tables using Excel as needed (e.g., to complete reports when computer fails.) (2) review closed drawer report from cage track variance. (2) fill in Large Cash Transaction Records forward to Monitor Room. (1) record in Excel all errors and variances (error has not been found). Complete DR (Discrepancy Reports) (mechanical variance); EVR (Employee Variance Reports). Employee writes in steps that have been taken to track variance and what they feel may be the reason and hands report to Management for completion. (2) >> 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 BINGO 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 Purpose for Writing To organize/ To remember To keep a record/ To document Examples write comprehensive reports and document them with material gathered from various sources. For example, they compile Bingo report from computerized system including sales, returns and attendance (result of a manual count). They include wicket records, Bingo summary, report from Paymaster on the payouts of jackpots, product stats and electronic sales. (3) keep a daily log which documents any issues with customers, staff or equipment. They note what was done to resolve the situation. (2) write up shift assessments (checklist based on observation of staff) including comments. (2) keep employee files recording punctuality, absences, modified duties, doctor s notes. (1) write employee performance evaluations based on shift assessments and other records from employee file. (3) 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 4

7 BINGO 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 Examples review cashiers and Bingo runners records of cash 2 transactions from the Bingo area. (2) set up and sign out floats, compare final reports with closed drawer data. (2) 2-3 gather and record numerical data from many sources, verify and balance totals. (2) track variance when it occurs by reviewing statistics, computer printouts, bingo product counts or MR (Monitor Room) tapes of transactions. (3) prepare payroll and address any questions from staff. (2) keep inventory of office supplies and re-order when needed. (2) 2 track variance by accessing computerized records. (2) 1-2 estimate paper product needs for big Bingo specials. (1) estimate time. The system is time sensitive and crowds are impatient. Estimate the proper rate of calling numbers by the number of people playing multiple cards. (2) 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, obtaining totals from various areas for end of shift report. Integers >> Read, write, count, round off, add, subtract, multiply or divide integers. For example, determine how to correct a discrepancy which has been entered incorrectly as a minus or plus. Rational Numbers - Decimals >> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, calculate cash transactions. Patterns and Relations: Use of Rate, Ratio and Proportion >> use a rate showing comparison between two quantities with different units. For example, exchange U.S. for Canadian currency and vice versa; convert hours and minutes to decimals. Canadian Gaming Centre of Excellence 5

8 BINGO SUPERVISOR - NUMERACY (continued) Statistics and Probability: Summary Calculations >> calculate averages, calculate rates other than percentage, calculate proportions or ratios. For example, use a computer to calculate sales and profit to determine what payment will be made to the volunteers. b. How Calculations Are Performed Bingo Supervisors make calculations: >> in their head. > using a pen and paper. >> using a calculator. >> using a computer c. Measurement Instruments Used Bingo Supervisors measure: > time using a watch or clock. > weight or mass using counting machines or scales for weighing coin; scale for weighing Bingo balls. Canadian Gaming Centre of Excellence 6

9 BINGO 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: Bingo Supervisors communicate: >> in person. > using the telephone. > using a two-way radio or other such means. > using specialized communication signals, for example, number codes for radio contact Environmental Factors Impacting Communication: Examples use humour, patience and tolerance to bring out the best in people in difficult situations. (2) are diplomatic in pointing out breaches of procedure to staff members, firm in following up where necessary. Verbal warnings are logged and communicated to manager. (3) cultivate and maintain a good relationship with staff in other departments in order to smooth the way when it is necessary to call on support. (2) deal with customer complaints, answer questions, defuse tempers. Be on the floor in case of difficulties (machines down and not paying out). Call on Security or Shift Manager if it gets out of hand. (2) phone other departments for troubleshooting. For example, seek explanations and details from Finance when tracking variance; consult with computer desk. (3) conduct informal meetings to update staff as to changes or new policies. (2) Provide explanations to staff for last minute, upsetting changes in scheduling and positioning. (2) Some areas are very noisy because of the slot machines and competing televisions in the sports lounge. The Bingo area is large and hand signals are used occasionally. Canadian Gaming Centre of Excellence 7

10 BINGO 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 BINGO 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. Tasks Typical Most Complex 2 3 Examples follow up on any variance in the previous day s balance. They track errors by reading computer printouts, reviewing Bingo product counts, and re-reading reports. They consult with the Finance department to pin down details of transactions. If all else fails, they request a recording of the transaction from the Monitor Room. (3) make out schedule manually when the computer breaks down. (2) make last-minute adjustments to staffing and scheduling when staff call in sick or when Bingo volunteers do not appear to cover the floor. (2) make minor repairs and troubleshoot in a wide variety of machines and systems. For example, computer accounting systems, cash counting machines and Bingo system. (3) follow up errors in pay statements by working closely with the Payroll office through . (2) 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 2. Decision Making Tasks Typical Most Complex 2 3 Examples decide when it is necessary to override the computerized Bingo system in order to clarify a payout or satisfy a customer. (3) select staff for cross-training. decide when it is necessary to decline staff requests to go home early, in order to ensure the floor is adequately covered. (3) decide to give a manual cash out (small quantities) rather than interrupt play. (2) Canadian Gaming Centre of Excellence 9

12 BINGO SUPERVISOR - THINKING SKILLS (continued) 3. Job Task Planning and Organizing 2 Description Last minute changes in scheduling are a major planning issue. When all else fails, the first priority is covering the floor and the supervisor must do it in person. remember daily, weekly, monthly duties. For example, vacuum the Bingo hopper, do the monthly Bingo report. 4. Significant Use of Memory Examples remember passwords, codes and the operation of computerized systems. remember or rely on notes to complete their daily log. Remember to include notes on all staff in the log and in employee files. know procedures for all different areas (cashiers, games, equipment) in order to substitute for any staff member. 5 Finding Information 1-3 Description maintain a good working relationship with other departments in order to access them for advice and support. (2) make use of manuals. (3) call on managers for information. (1) listen between the lines to capture the real intention of what is being said. Canadian Gaming Centre of Excellence 10

13 BINGO SUPERVISOR - WORKING WITH OTHERS G. WORKING WITH OTHERS 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. They meet once a month for this purpose. >> 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. >> 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 staff complaints. Canadian Gaming Centre of Excellence 11

14 BINGO 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 Computer Use 3 use computers throughout their shift. They need to be familiar with almost a dozen different computerized systems. perform overrides for large payouts. use , word processing, and spreadsheet programs on a regular basis. plug in sales numbers to determine what the jackpot will be. Computer Use Profile >> use word processing. For example, use templates to write reports and evaluations, and memos. >> use a database. For example, to access information about staff, track variance, or for in house inventory. >> use a spreadsheet. For example, to maintain an inventory of Bingo products, or for staff scheduling. >> use bookkeeping, billing and accounting software. For example, access computerized program to track cashiers balancing percentage, to record staff punctuality and time off. Access computerized accounting system to set up floats or record balance of Bingo products. >> use statistical analysis software. For example, checks (read only) daily Bingo profits on computerized system to know how much to pay to volunteers; calculate what sales were and what cumulative jackpot will be. > use communication software. For example, , electronic display signage, Bingo system. Canadian Gaming Centre of Excellence 12

15 BINGO SUPERVISOR - CONTINUOUS LEARNING I. CONTINUOUS LEARNING How the Learning Occurs Learning may be acquired: >> by applying previous experience. >> as part of regular work activity. >> through training offered in the workplace. 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 BINGO SUPERVISOR - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Bingo Supervisors also asked about the following topics. Physical Aspects Attitudes The Bingo Supervisors interviewed mentioned these physical aspects of their jobs: Supervisors are on their feet a good part of the time. They also use the computer a lot, and require manual dexterity for keyboarding. Bend and lift heavy orders from the warehouse. Supervisors are open and approachable, versatile but firm. They are loyal to their staff and co-workers. 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