ESSENTIAL SKILLS PROFILE BEVERAGE SERVER 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 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 10 5. 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
BEVERAGE SERVER INTRODUCTION The most important Essential Skills for Beverage Servers are: Beverage Servers are responsible for taking orders and processing payment for drinks from customers at tables in the Lounge area, at the tables in the Table Games area or at the slot machines. Oral Communication Thinking Skills (Job Task Planning and Organizing) Canadian Gaming Centre of Excellence 1
BEVERAGE SERVER - READING TEXT A. READING TEXT READING TEXT Refers to reading memos, schedules and procedure manuals. Tasks Typical Most Complex 1-2 Examples read and follow the directions given by the computerized till system. (2) read credit card and Interac slips. (1) read and explain lounge menus to customers. (1) read memos. For example, the change in policies about tipping. Changes are usually communicated orally. (1) Reading Text is an Essential Skill that all Casino employees Reading Profile Purpose for Reading 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. Forms >> >> 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
BEVERAGE SERVER - 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 clock in with a time card. (1) read credit card and Interac slips. (1) computerized till messages and final read out to check against the cash and free lunch vouchers, gift certificates and discounts taken from the customers in payment. (2) fill in and sign their drop sheet on closing, giving serial number of tag, bag number, name, employee number and signature. (1) In the Lounge read and explain the menus on the tables. (1) punch orders for food and drinks. Food orders go to the kitchen and drinks to the bar. (1) enter payment in computerized till and identify form of payment. Computerized till prints out a bill for the table. (1) gives the credit card slip to the client to be signed once computerized till has authorized and printed it. (1) At the Blackjack tables supply complimentary drinks for players betting over a pre-determined amount, the comp two receipts are printed, one signed by the inspector and one by the beverage server. Receipts are kept to check against the read. (1) In the Slots area fill their carts with supplies and punch out the value in computerized till, they keep a record of sales on a paper pad and return to the till to restock and key in sales. Computerized till gives balance of what has been sold and what s on the cart. (2) fill out a stock sheet of the contents of the cart at the end of the shift for the manager to check. (1) >> 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. For example, fill in the stock sheet for the slot area cart, drop sheet for the drop bag. >> read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. For example, read and compare the final read from computerized till to the paper records of shift s transactions. Canadian Gaming Centre of Excellence 3
BEVERAGE SERVER - WRITING C. WRITING WRITING Tasks Typical Most Complex 1-2 2 Examples keep records of sales on a pad when selling off the cart. (1) write incident reports, perhaps stemming from a customer complaint. (rarely) (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
BEVERAGE SERVER - 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 D. NUMERACY Tasks >> Money Math > Numerical Estimation Math Skills Profile Examples supply their own float, count change, and keep 1-2 records of cash and credit card sales, vouchers, chips, and complimentary drinks. (2) 1 estimate a reasonable amount of time needed for drinks and food to be prepared. (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, count number of drinks on tray or on cart. 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, when totalling slips or making change. > read and write percentages, calculate the percent one number is of another, calculate a percent of a number. For example, may skim a percentage of tips. Canadian Gaming Centre of Excellence 5
BEVERAGE SERVER - NUMERACY (continued) b. How Calculations Are Performed Beverage Servers make calculations: >> in their head. > using a pen and paper. >> using a computer c. Measurement Instruments Used Beverage Servers measure: >> time using a clock or watch. Canadian Gaming Centre of Excellence 6
BEVERAGE SERVER - 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 Tasks Typical Most Complex 1-2 2 Examples get information about schedule and work stations from the manager. (1) check in with previous shift to know what is happening. For example, what tables need special attention, what stock is running low, what tours, etc. are expected. (1) find out if customers are celebrating a special occasion. (1) interact with customers; are good listeners. (2) offer coffee and soft drinks to customers at the Blackjack tables. (1) find out from customers exactly what they want. (1) comment on complimentary drinks with table games inspectors, sometimes point out players who are entitled to a free drink. (2) contact Housekeeping to deal with spills and garbage. (1) 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: Beverage Servers communicate: >> in person. > using the telephone. Environmental Factors Impacting Communication: Some of the areas covered by Beverage Servers are noisy (Slots). They are sometimes in large areas where it is hard to get messages to one another. Canadian Gaming Centre of Excellence 7
BEVERAGE SERVER - 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
BEVERAGE SERVER - 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 1 1-2 Examples deal with moody or disruptive customers. It is usually the manager who can offer some sort of compensation if they have a complaint. (1) keep an eye on stock levels. (1) Examples decide when a customer has had too much to drink and cannot be served. (2) Thinking Skills are Essential Skills that all Casino employees 3. Job Task Planning and Organizing 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 Description co-operate on how to divide up work when on the same shift. are systematic about taking orders from large groups so as not to confuse the drinks. Canadian Gaming Centre of Excellence 9
BEVERAGE SERVER - THINKING SKILLS (continued) 4. Significant Use of Memory Examples remember faces, especially in the table games area where customers may move from table to table. memorize the menu. remember regular customers and their preferences. 5 Finding Information 1 Description usually refer to their manager for information. (1) Canadian Gaming Centre of Excellence 10
BEVERAGE SERVER - WORKING WITH OTHERS G. WORKING WITH OTHERS Participation in Supervisory or Leadership Activities >> have opportunities to make suggestions on improving work processes. >> orient new employees. 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 Canadian Gaming Centre of Excellence 11
BEVERAGE SERVER - COMPUTER USE H. COMPUTER USE Computer Use 2 use the computerized till which has many aspects to learn, but do not have access to a computer at work. 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 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 Canadian Gaming Centre of Excellence 12
BEVERAGE SERVER - CONTINUOUS LEARNING I. CONTINUOUS LEARNING How the Learning Occurs CONTINUOUS LEARNING Learning may be acquired: > by applying previous experience >> as part of regular work activity. >> from co-workers and from customers. > through training offered in the workplace. For example, It s Good Business. 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
BEVERAGE SERVER - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Beverage Servers also asked about the following topics. Physical Aspects Attitudes Future Trends Affecting Essential Skills The Beverage Servers interviewed mentioned these physical aspects of their jobs. Beverage Servers are on their feet for eight hours. They balance heavy trays and push heavy carts. They stretch and bend for cleaning. Beverage Servers always have the comfort of customers in mind. They are patient and personable with those who only want to talk. They respond courteously to customers in all situations. 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