ESSENTIAL SKILLS PROFILE POKER MANAGER WWW.GAMINGCENTREOFEXCELLENCE.CA
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 4 WRITING 5 NUMERACY 6 ORAL COMMUNICATION 9 THINKING SKILLS 12 1. Problem Solving 12 2. Decision Making 12 3. Job Task Planning and Organizing 13 4. Significant Use of Memory 13 5. 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
POKER MANAGER INTRODUCTION The most important Essential Skills for Poker Managers are: Poker Managers oversee the daily operations of the poker room. They are responsible for modelling superior customer service skills and responding to the needs of customers and the staff in the poker area. Oral Communication Thinking Skills Canadian Gaming Centre of Excellence 1
POKER MANAGER - 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 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 Tasks Typical Most Complex 2-3 3 Examples Read rules and regulations for tournaments. (2) Refer to policy and procedure manuals to seek information on poker. For example, seek clarification when a dealer reports an incident with a customer. (3) Read emails to correspond with others. For example, read emails from the casino manager and the pit manager. (1) Read the poker performance report to find out the amount of wins and losses on the poker table. (2) Research on the internet to learn about new games and poker options. (2) Review daily logs from the dealers and inspectors to learn about guest activities. (2) Read performance appraisals of dealers and inspectors to measure employee progress. (2) Review nightly pit log reports written by the pit manager to learn about guest issues. (2) Draw information on poker from a variety of resources. For example, read poker magazines, newspaper clippings, books, comment cards from guests and Roberts Rules of Poker on the internet. (3) Review the internal system, the intranet, to find out what is happening within the corporation. (2) Read the audit report from Ticketmaster to monitor registrations for tournaments. (2) Canadian Gaming Centre of Excellence 2
POKER MANAGER - READING TEXT (continued) A. READING TEXT Reading Profile Purpose for Reading READING TEXT Refers to reading memos, schedules and procedure manuals. 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 Type of Text 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. To read the full text to critique or to evaluate. Forms >>> >>> >>> >>> Labels Notes, Letters, Memos Manuals, Specifications, Regulations Reports, Books, Journals >>> >>> >> >>> >>> >>> >>> >>> >>> Canadian Gaming Centre of Excellence 3
POKER MANAGER - 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 1-2 2 Document Use Profile Examples Create tables outlining results of a tournament. For example, record player wins, disbursement of prizes and the amount the casino takes in. (2) Complete a table inventory form daily to record the number of chips issued per table. (1) Fill out a re-conciliation sheet to record additional re-buy amounts issued during a tournament. (2) Issue credit notes to guests who win prizes during a tournament. (1) Document daily transactions on a poker fill bank inventory sheet. For example, record money exchanges with customers and chip exchanges with poker tables. (1) List the types of poker games available and record the daily action at the different tables. (2) Complete a request for services to promote new products and events, to order food and beverages, to request training services, to request audio and video equipment and to request IT support. For example, request an advertisement for a tournament on the digital signage in the casino and on the internet. (1) >>> read signs, labels or lists. For example, scan the guest list of a tournament. >>> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. The list of specific tasks varies depending on what was reported. For example, record the food and beverage costs of a Charity tournament. >>> read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. The list of specific tasks varies depending on what was reported. For example, verify promotion materials prior to publication. >>> read tables, schedules and other table-like text (e.g., read work shift schedules). For example, read schedules of dealers and pit managers to ensure adequate coverage. >>> create tables, schedules and other table-like text. For example, create schedules for dealers and pit managers. >>> enter information on tables, schedules or other table-like text. For example, enter information daily on chip inventory sheet. >> obtain specific information from graphs or charts. For example, compare tournament results with similar events. >>> interpret information on graphs or charts. For example, determine the success of a tournament based on the results. >>> construct or draw graphs or charts. For example, construct a graph to present revenues generated at a cash tournament. Canadian Gaming Centre of Excellence 4
POKER MANAGER - 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 1-3 4 Purpose for Writing To organize/ To remember To keep a record/ To document Poker Manager: Outline the rules, regulations and procedures on all tournaments to provide information in advance to customers and casino staff. (3) Develop a tournament schedule for the director of the event, the dealers and the supervisors. (1) Write a summary report on tournament results monthly for finance, casino manager, general manager and statistical analysis of the poker room activities. (4) Write yearly performance appraisals for dealers. (4) Develop training manuals and lesson plans for dealers and inspectors. For example, design both written and table tests on poker policies and procedures. (3) Create promotional materials to advertise tournaments internally /externally in collaboration with the Casino Manager. For example, advertise tournaments on the digital signage in the casino/externally on the internet. (3) Record incidents involving customers in the poker log. (1) Design promotional materials to advertise poker products and services. For example, design a marketing plan to advertise the new poker products available. (3) Write internal memos, bulletins to inform employees and players of upcoming events. (1) 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
POKER MANAGER - 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 Money Math Scheduling or Budgeting/ Accounting Math Measurement and Calculation Math Data Analysis Math Numerical Estimation Examples Verify the chip runner s currency amounts in the re-buy 1-3 tournaments.(1) Count cash collected from re-buy tournaments; amounts average between $12,000-14,000. (1) Accept registrations for cash games. (1) Oversee currency transactions between inspectors, dealers and players. (2) Deposit cheques from charitable organizations. (1) Calculate poker tournament prizes by using information in the audit report. For example, the administration fee is subtracted from the re-buys purchased in the tournament to determine the prize amount payable to the customers. (3) Calculate the number of complimentary drink slips to be awarded in a tournament. (1) 1-3 Validate currency amounts in a tournament. For example, compare the amount of currency collected for a tournament to the written records for the event. (2) 1 Work collaboratively with the casino manager to develop budget for the poker room. (1) 1-3 Calculate the prize pool for cash and charity tournaments. (2) Determine the number of dealers and supervisors required per night to accommodate needs of customers for peak and slow periods. (3) Calculate the chips used in play on the chip inventory sheet. (1) Calculate a tournament structure. For example, determine the number of levels and minimum betting limits and increments at each level. (3) Measure the types of games played most often, the dealers accuracy in running the poker game and the inspector s control of the room. (3) 1 Analyze the attendance at tournaments to measure market changes. (1) 1-2 Poker Manager: Estimate the number of players who will participate in a cash game or tournament. (2) Estimate the proceeds to charity, the no. of complimentary beverages and the staff required for tournaments. (2) Anticipate the number of poker tables and the distance required between tables for a tournament. (1) Canadian Gaming Centre of Excellence 6
POKER MANAGER - NUMERACY (continued) Math Skills Profile 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 a. Mathematical Foundations Used Number Concepts: Whole Numbers >>> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, calculate pots, calculate prize pool amounts, count cash and chips for prize pools and read hands on the table. Integers >> read and write, count, round off, add or subtract, multiply or divide integers. For example, create formulae and macros for spreadsheet programs for use in tournaments and charity events. Rational Numbers - Fractions Rational Numbers - Decimals Rational Numbers - Percent Patterns and Relations: >> read and write, add or subtract fractions, multiply or divide by a fraction, multiply or divide fractions. For example, train new staff with calculations. >>> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, calculating prize pools. >>> read and write percentages, calculate the percent one number is of another, calculate a percent of a number. For example, determining average chip stacks for players and in prize pool calculations for regular tournament and charity events. Equations and Formulae >>> use formulae by inserting quantities for variables and solving, For example, creating simple to use excel worksheets for calculating and correction of prize pools. Use of Rate, Ratio and Proportion >>> use a rate showing comparison between two quantities with different units and use a ratio showing comparison between two quantities with the same units. For example, keep a record of attendance in tournaments in relation to re-buy and freeze tournaments; give examples to inquiring guests on the relative cost of playing either type of tournament. Canadian Gaming Centre of Excellence 7
POKER MANAGER - NUMERACY (continued) Shape and Spatial Sense: Areas, Perimeters, Volumes Statistics and Probability: >> calculate areas and calculate perimeters. For example, calculate floor space used for tournaments and cash games. Summary Calculations Statistics and Probability >>> calculate averages. For example, maintain a record of tournament attendance and prize pool pay outs. >> use statistics and probability. For example, collect data on other casinos in North America to keep practice current, innovative and consistent. See Use of Documents for information on: using tables, schedules or other table-like text. using graphical presentations. b. How Calculations Are Performed Poker Managers makes calculations: >>> in their head. >>> using a pen and paper. >>> using a calculator. >> using a computer c. Measurement Instruments Used Poker Managers measure: >>> time using a timer, wall clock or calendar. For example, gives time for starting and stopping a play in a tournament; schedules start and finish times for employees. Canadian Gaming Centre of Excellence 8
POKER MANAGER - 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 1-3 3 Examples Poker Manager: Consult with casino manager and general manager to discuss the corporate gaming initiatives. (2) Present new ideas for poker initiatives to mgmt.. (2) Speak to tournament players at casino events. (2) Listen to players on ways to improve poker games. (2) Report on daily activities to the casino manager. (2) Answer questions from other department staff. (2) Meet with outside parties to discuss tournament bookings. For example, discuss cost for food/beverages and makes suggestions for types of poker games. (1) Work collaboratively with trainers to develop, facilitate and evaluate programs. (3) Meet with pit managers to discuss staffing needs and performance issues. (2) Respond to inquiries from the Corporate Communications Department who receive questions on the company website. (1) Resolve guest issues that have been reported to the regulatory gaming body. (3) Inform other departments about upcoming tournaments. For example, ask the bank to set up a float, ask house and grounds to set up tables, arrange servers through food and beverage, order a microphone and podium from audio and visual and set up cameras on the tables through the surveillance department. Inform staff on new procedures and duties. (1) Contact casinos across Canada for information on new programs and to make inquiries to solve unique poker related issues. (2) Greet guests, address concerns faced by dealers. For example, a guest with body odour to be confronted. (3) Communicate with staff working on alternate shifts to share guest activity information. (2) Communicate with suppliers to order new supplies. For example, inform suppliers about cards wearing out too fast; cards need to be made of a more durable plastic so the corners will not bend or the cards will not stick together. (1) Consistently inform dealers /supervisors of changes to policy/procedures. For example, a memo may be overlooked dealer is off for an extended period of time. Resolve conflict between guests. (1) Explain rules of the game to guests and charity organizations interested in a tournament. (1) Canadian Gaming Centre of Excellence 9
POKER MANAGER - ORAL COMMUNICATION (continued) E. ORAL COMMUNICATION Modes of Communication Used: Poker Manager communicates: >>> 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 proximity of the slot machines, the dinner and bar area, the constant talking of players and dealers laughing, shouting, banging on tables and playing with chips makes this a difficult environment in which to work. 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
POKER MANAGER - 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
POKER MANAGER - 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 1-3 2. Decision Making 3 Examples Resolve discrepancies in tournament registrations. (2) Resolve problems encountered on the poker table from the end of the last shift. (3) Respond efficiently to player questions at the poker game. (3) Make a judgement call on errors made at the table. For example, a player puts chips in the pot by accident and wants to be reimbursed. (3) Interpret the wording of policies and procedures for players. (1) Mediate conflict at the table by respecting the credibility of the dealers while honouring the viewpoint of the players. (3) Monitor suspicious behaviour of players and decide on a possible course of action. For example, recognize signs of collusion, players giving signals to one another, during the game. (3) 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 1-3 3 Examples Schedule staff and open additional poker tables to meet the demands of the players. (1) Decide whether or not to introduce a new game in the poker room. For example, submit the business case to the casino manager for making changes. (3) Select dealers to work in the poker room who are most familiar with the game. (2) Decide on training needs of new and existing staff. (2) Meet with charity organizations to make suggestions and plan the type of tournament that would best suit their needs. (2) Decide when to start and close a poker game. (2) Decide the logistics of a tournament. For example, the type of tournament, the number of chips, the time frame and the cost per ticket. (2) Analyze a situation to determine when to follow procedures and when to bend the rules. For example, made a quick decision with confidence and be prepared to back the decision if asked to from the regulatory body. (3) Canadian Gaming Centre of Excellence 12
POKER MANAGER - THINKING SKILLS (continued) F. THINKING SKILLS 3. Job Task Planning and Organizing 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 1 4. Significant Use of Memory 5. Finding Information Description The poker manager plans cash and charity tournament events in coordination with the Casino manager, food and beverage, promotions and entertainment, audio/visual, house and grounds, surveillance, marketing and Ticketmaster. They plan strategies for new initiatives, staff training and promotions. Examples Remember incidents and players who were involved. Recall who won tournaments. Memorize policies and procedures. Recall player names and details about them. Remember contact people names when partnering outside of province on tournaments. 1-4 Examples Browse the internet to research new gaming initiatives and to seek feedback from players on their gaming experience. For example, poker forums offering poker room suggestions and site where players write about their gaming experience. (4) Seek clarification on policies and procedures to address player inquiries. (1) Canadian Gaming Centre of Excellence 13
POKER MANAGER - WORKING WITH OTHERS G. WORKING WITH OTHERS 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 The Poker Manager is in constant communication with the table game staff. They collaborate with the casino manager and the general manager to provide updates, discuss gaming issues and to plan new initiatives. The poker manager works extensively with other departments to plan both cash and charity tournaments. For example, the poker manager works with food and beverage, surveillance, grounds and housekeeping and marketing to plan a tournament. Outside of the organization, the poker manager meets with charity organizations to plan their tournaments and with Ticketmaster to manage registrations. They collaborate with the training department to develop, facilitate and evaluate training for staff in the poker room. Participation in Supervisory or Leadership Activities >>> 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. >> orient new employees. >>> assign routine tasks to other workers. >> identify training that is required by, or would be useful for, other workers. >> deal with other workers grievances or complaints. Canadian Gaming Centre of Excellence 14
POKER MANAGER - COMPUTER USE H. COMPUTER USE COMPUTER USE 2 Computer Use Input information on an excel spreadsheet. For example, record revenue from a charity tournament.(2) Use Microsoft Word to record information. For example, write incident reports. (2) Create power point presentations. For example, present rules and regulations to players at a tournament. (2) 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 email 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, write a strategic plan to present to the casino manager. >>> use a database. For example, record player wins and loses. >>> use a spreadsheet. For example, record revenue generated in a cash tournament.. Canadian Gaming Centre of Excellence 15
POKER MANAGER - 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. 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 Continuous Learning 1-3 Update his/her knowledge through formal training. For example, participates in the Management Development Program, customer service seminars, game protection seminars, health, safety and harassment courses offered though the organization. (3) Research new poker initiatives on the internet. For example, seeks information on implementing a new game in the poker room. Seek informal learning opportunities with mentors from across Canada. For example, contact poker managers in other provinces for information on unresolved local issues. Engage in self directed learning by integrating information from books, magazine articles and newsletters. For example, explore future trends in the gaming industry. (3) Read policy and procedure manuals to research new and unique situations. For example, read to resolve player disputes. (2) Read memos, letters and emails to be informed about policy and procedure updates. (1) Learning may be acquired: >>> by applying previous experience >>> as part of regular work activity. >>> from co-workers. >>> through training offered in the workplace. >>> through reading or other forms of self-study: at work. on worker s own time. using materials available through work. using materials obtained through a professional association or union. using materials obtained on worker s own initiative. through off-site training. Canadian Gaming Centre of Excellence 16
POKER MANAGER - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Poker Managers also asked about the following topics. Physical Aspects The poker manager interviewed mentioned these physical aspects of their jobs. The poker manager is required to stand and walk for long periods of time. The job involves some strength to lift tables and chairs to set up the poker area for tournaments. Attitudes Future Trends Affecting Essential Skills Poker managers need a lot of self control. They must be positive, open minded, friendly, confident and assertive. The poker manager is foreseeing high profile televised tournaments offered at the casino. 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