ESSENTIAL SKILLS PROFILE BINGO CASHIER

Transcription

1 ESSENTIAL SKILLS PROFILE BINGO 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 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 BINGO CASHIER INTRODUCTION The most important Essential Skills for Bingo Cashiers are: Bingo Cashiers fulfil all responsibilities of monetary exchange and prize payouts relating to Bingo while providing exceptional customer service. Oral Communication Computer Use Canadian Gaming Centre of Excellence 1

4 BINGO CASHIER - READING TEXT A. READING TEXT READING TEXT Refers to reading memos, schedules and procedure manuals. Tasks Typical Most Complex read memos (on bulletin board or at sign-in) to keep current with everything that is going on in the casino in order to inform customers. (2) read procedures manual for the Bingo wickets, for full comprehension at first and to refresh memory as they gain experience. (2) read posters in staff area to learn about training opportunities. (1) read programmes, promotions and brochures to be up to date on casino activities. (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 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 1-3 Document Use Profile fill out the U.S. currency exchange slips using a calculator to determine the equivalent value, record time, date station, travellers cheque or cash, signature and customer s signature. (2) read the labels on Bingo products. (1) fill in float sheets verifying reconciliation from the previous night with a physical count. (1) add up total sales and match to computer printout for end-of-day report. (2) keep track of cash drops during the shift by recording bag and seal number each time money is removed from their locker. (2) variety, speed and accuracy of handling raise the skill level to 3. >> read signs, labels or lists with words, phrases, sentences or texts of a paragraph or more. For example, U.S. currency, exchange slips, and reconciliation sheets. >> read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. For example, discrepancy reports from runners. >>> read tables, schedules and other table-like text (e.g., read work shift schedules). >>> obtain information from icons (e.g., computer toolbars). Canadian Gaming Centre of Excellence 3

6 BINGO CASHIER - WRITING C. WRITING WRITING Tasks Typical Most Complex fill out U.S. currency exchange slips. (2) fill out float sheets, reconciliation sheets, record drops. (2) write shift change, time off or vacation requests. (1) write an employee variance report if balance is over a certain amount. Explain where the variance might have occurred. (2) 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 BINGO 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 exchange U.S. currency for Canadian and record the 1-2 transaction. (2) sell Bingo products (paper books) and make change. (1) pay out winnings to customers. (1) 1 keep strict records of floats and cash in their booths. (1) 3 estimate the number of books of Bingo paper they will need. (1) a. Mathematical Foundations Used Number Concepts: Whole Numbers >>> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, total up yellow copies of exchange slips and buy backs; divide the Bingo prize among 3 winners. Rational Numbers - Decimals Rational Numbers - Percent >>> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, calculating dollar values. >>> read percentages. For example, read their monthly balancing percentages, convert hours and minutes to decimals in order to estimate pay. Patterns and Relations: Equations and Formulae >>> use formulae by inserting quantities for variables and solving. For example, insert the daily exchange rate and apply a formula to convert the U.S. currency or to reconvert Canadian money to U.S. dollars. Canadian Gaming Centre of Excellence 5

8 BINGO CASHIER - NUMERACY (continued) Statistics and Probability: See Use of Documents for information on: using tables, schedules or other table-like text. using graphical presentations. b. How Calculations Are Performed 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 Bingo Cashiers make calculations: >>> in their head. >> using a pen and paper. >>> using a calculator. >> using a computer. c. Measurement Instruments Used Bingo Cashiers measure: time using a clock to record time on U.S. exchange slips, to time breaks weight or mass using scales for rolls of coin, machines for counting coin. Canadian Gaming Centre of Excellence 6

9 BINGO 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: Bingo Cashiers communicate: >>> in person >>> using the telephone. >> using a two-way radio to contact supervisor. Environmental Factors Impacting Communication: interact with customers and build relationships with regulars. For example, chit chat, congratulate winners and provide information on request. (2) respond to complaints as well as you can; offer comment card if customer wishes to register a complaint. (2) call on supervisor if they need more money in their float, for overrides on large payouts. (1) discuss payroll or scheduling issues with supervisor. (1) co-operate with their co-workers, offer help, ask questions, keep a friendly environment in the wicket area. (1) call Technical Support to request help if a machine is malfunctioning or frozen. (1) call the Help Desk to inform about computer problems. (1) Crowds sometimes get impatient, which puts stress on Cashiers. Cash sorting machines are noisy. Canadian Gaming Centre of Excellence 7

10 BINGO 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 BINGO 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. Tasks Typical Most Complex 2. Decision Making Tasks Typical Most Complex Job Task Planning and Organizing contact Technical Support when a customer loses his/ her account number. (1) use trial and error to troubleshoot machines. For example, turn off and on, check cords. (1) decide when it is appropriate to deal with a problem when a supervisor is not available and the customer is in a hurry. (2) when a mistake is made, own up to it and get supervisors help in solving the problem. (1) 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 Description use quiet periods to organize paperwork. (1) when working alone, adjust float according to predicted needs. (2) to avoid discrepancies, remember to check their area for loose money (machines, hoppers) whenever relief comes in with their cart. (1) cover thin staffing due to absences, modified staffing (staff who cannot work in certain areas to avoid lifting weight, standing long periods, smoking areas). (1) Canadian Gaming Centre of Excellence 9

12 BINGO CASHIER - THINKING SKILLS (continued) 4. Significant Use of Memory remember the code numbers for Bingo products. remember passwords and login procedures for several different computerized systems. 5. Finding Information 1-2 make use of trouble shooting guides or operational sheets. (2) refer to procedures manuals. (2) refer to binders (memos and logs). (2) often call on supervisor to provide expertise. (1) Canadian Gaming Centre of Excellence 10

13 BINGO CASHIER - WORKING WITH OTHERS G. WORKING WITH OTHERS Bingo Cashiers share a small area where they can often help each other with questions and new situations. They are not easily able to leave their booths, and often call on their supervisor to deal with customer complaints, etc. 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 at informal meetings or though the suggestion box. >>> orient 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 BINGO CASHIER - COMPUTER USE H. COMPUTER USE 2 Computer Use use several distinct computerized tracking systems, sometimes toggling from one to another on the same screen. They enter data, obtain and read printouts from these systems. COMPUTER USE Refers to the variety and complexity of computer use within the employees position. Computer Use Profile >>> enter data into and obtain printouts from tracking programmes. 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 BINGO 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 in customer service. >> as part of regular work activity. >> from co-workers. > through training offered 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 CASHIER - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Bingo Cashiers also asked about the following topics. Physical Aspects The Bingo Cashiers interviewed mentioned these physical aspects of their jobs. May work on their feet and in a smoking area. Attitudes Future Trends Affecting Essential Skills Bingo Cashiers work in an area that is very exposed to the public and they must be approachable, friendly, and helpful. They must be knowledgeable and consistent in their observation of procedures. Bingo Cashiers foresee more extensive use of computerized systems. They see that the TiTo (Ticket in/ticket Out) system will reduce the need for handling large amounts of coin. 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