ESSENTIAL SKILLS PROFILE KITCHEN HELPER 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
KITCHEN HELPER INTRODUCTION The most important Essential Skills for Kitchen Helpers are: Thinking Skills (Job Task Planning and Organizing) Kitchen Helpers wash pots and pans and load dishwashers. They clean and organize the dishwashing area and keep it stocked with cleaning supplies. Kitchen helpers help with the first stages of preparation of foods. Kitchen Helpers are also known as: Dishwashers Canadian Gaming Centre of Excellence 1
KITCHEN HELPER - READING TEXT A. READING TEXT READING TEXT Refers to reading memos, schedules and procedure manuals. Tasks Typical Most Complex 1-2 2 Examples read labels on cleaning chemicals for information about safe use relating to WHMIS (Workplace Hazardous Materials Information System). (1) read memos and messages on the bulletin board regarding bus tours, receptions and banquets in order to judge the busy periods. (1) read memos regarding promotions and events or changes in procedures, staffing changes. (2) 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
KITCHEN HELPER - 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 Document Use Profile 1 2 Examples request warning signs alerting staff. For example, Do not mix chemicals. ; Do not put knives in the dish pit. (1) read and make entries in the chef s log. For example, repairs needed on equipment, breakages. (1) write up supplies that are needed on the whiteboard. (1) consult the staff schedule. (1) read notes from chef or manager about cleaning jobs that are not routine. (2) >> read signs, labels or lists. For example, wet floor sign, WHMIS labels. >> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. For example, checking stock lists. >> read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. For example, the chef s log. > read tables, schedules and other table-like text. For example, read work shift schedules. Canadian Gaming Centre of Excellence 3
KITCHEN HELPER - 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 Texts rarely requiring more than one paragraph Longer texts 1 2 Purpose for Writing To organize/ To remember To keep a record/ To document Examples post signs warning staff of hazards in the cleaning area. (1) write entries in the chef s log. (1) write up items on when supplies are running low. (1) may write notes to next shift. For example, I used chemicals in the dishwasher. Rinse before using. (2) may write notes to the Sous Chef. For example, to report problems (leaking dishwasher), or requisition goods. (2) 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
KITCHEN HELPER - NUMERACY D. NUMERACY NUMERACY Refers to using numbers and thinking in quantitative terms. (counting cash, calculating winnings) Tasks Measurement and Calculation Math Numerical Estimation 1 Examples count and list dishes and cleaning products. 1 estimate how much cleaning product they will need over the next few days. (1) estimate number of dishes needed at the front. For example, there are too many bowls here, therefore the front is running short. (1) 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 or subtract, multiply whole numbers. For example, count dishes. Rational Numbers - Fractions Patterns and Relations: Use of Rate, Ratio and Proportion > read and write, add or subtract fractions, multiply or divide by a fraction, multiply or divide fractions. For example, record half bottle of cleaning chemical using simple fractions. > use a proportion showing comparison between two ratios or rates in order to solve problems. For example, be aware of the number of dishes in the back and front of the house, may measure out proportions of cleaning chemicals. Canadian Gaming Centre of Excellence 5
KITCHEN HELPER - NUMERACY (continued) b. How Calculations Are Performed Kitchen Helpers make calculations: in their head. c. Measurement Instruments Used Kitchen Helpers measure: time using a clock. distance or dimension determine how to best make use of the space in the dishwasher. liquid volume using standard bottles for applying degreaser or cleaning supplies, such as Windex from bulk containers. Canadian Gaming Centre of Excellence 6
KITCHEN HELPER - 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: Kitchen Helpers communicate: >>> in person. 1-2 2 > using the telephone. Environmental Factors Impacting Communication: Examples ask cooks to co-operate in keeping the area safe. For example, to keep out of the dish pits, keep knives out of the area, not to mix the chemicals, not to put class or metal in the garbage bags. (2) instructs servers in how to clean the coffee pots and their own area. (2) helps staff to find things in the area, platters, pots and other utensils. Explain the organization of the area. (1) instruct casual staff about how to fill the dishwashers. (1) inform chef of breakage, leaks and repairs needed. Insist on safety measures. (1) are called to deal with spills or help with lifting in the kitchen or service area. (1) cooks and servers may call on kitchen helpers to supply dishes up front or to bring items from other areas. (1) receive oral instructions about cleaning, peeling, cutting, slicing, etc. (1) receive oral instructions and watch demonstrations of disassembly of equipment for cleaning. (1) The area is noisy because of the washing machines, jets of steam and the clanging of pots and pans. Canadian Gaming Centre of Excellence 7
KITCHEN HELPER - 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
KITCHEN HELPER - 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 2 Examples deal with minor repairs themselves. For example, handle a wrench and snake to unplug drains. (1) when short-staffed, make it known before the area becomes overloaded with dirty dishes. (1) when dishwasher jams, let it cool, look inside and check for dishes out of place. (1) Examples take a strong stance on safety, appeal to chef, have signs made and enforce the rules. For example, they strictly forbid knives in the area. (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 3. Job Task Planning and Organizing 2 2 Description organize their time so that heavy cleaning (ovens and shelves) is done in off hours. They rotate ovens on alternate days. (2) They have different systems for different types of cleaning. For example, spray ovens and leave for a half hour, soak shelving in hot water before putting through the dishwasher. (1) They impose a system on how and where dirty dishes and pots are stacked, for example, they separate metal, plates and glass. They clear away large items, such as bus tubs, to clear the view, they give priority to dishes that are needed, and start with cutlery because it is washed three times and takes longer. (2) They check the supply room to see that they are well stocked with cleaning supplies. (1) Canadian Gaming Centre of Excellence 9
KITCHEN HELPER - THINKING SKILLS (continued) 4. Significant Use of Memory Examples consult with the cooks and chefs when they need information, or refer to the chef s log and memos. 5 Finding Information do not find information Description Canadian Gaming Centre of Excellence 10
KITCHEN HELPER - WORKING WITH OTHERS G. WORKING WITH OTHERS Kitchen Helpers may supervise and monitor dishwashing staff, but, apart from safety issues, have little input into the general procedures of the kitchen. WORKING WITH OTHERS Refers to employees working together to carry out tasks. >> 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. 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
KITCHEN HELPER - COMPUTER USE H. COMPUTER USE Kitchen Helpers do not have access to a computer in their area. 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
KITCHEN HELPER - CONTINUOUS LEARNING I. CONTINUOUS LEARNING How the Learning Occurs CONTINUOUS LEARNING Learning may be acquired: >> by applying previous experience. For example, WHMIS (Workplace Hazardous Materials Information System) training. >>> as part of regular work activity. >>> from co-workers. 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
KITCHEN HELPER - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Kitchen Helpers also asked about the following topics. Physical Aspects The Kitchen Helpers interviewed mentioned these physical aspects of their jobs. lift and hoist heavy garbage bags into bins, pull and push carts, bend and stretch. They are on their feet for the entire shift. need speed and manual dexterity to handle dishes. use masks, glasses and long gloves when doing heavy cleaning with strong products. they work in a hot steamy environment. they must be careful about slippery surfaces, hot surfaces and sharp edges. Attitudes Future Trends Affecting Essential Skills Kitchen Helpers need to be strong minded and methodical. They are able to organize their work independently as they are often on their own in the back area. There may be opportunity for the job duties to become more defined as the current job description is reviewed. 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