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DINING ROOM CASHIER

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ESSENTIAL SKILLS PROFILE

TABLE OF CONTENTS

Canadian Gaming Centre of Excellence

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.

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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

DINING ROOM CASHIER

Canadian Gaming Centre of Excellence 1

The most important Essential Skills for Dining Room Cashiers are:

• Oral Communication

• Reading Text

INTRODUCTION

Dining Room Cashiers key restaurant bills into the till and handle payments from the customers. They may work in the Dining Room, serving Casino cli-ents or in the Staff Café serving employees. Dining room Cashiers are also known as: • Food & Beverage Cashiers

DINING ROOM CASHIER - READING TEXT


READING TEXT

Refers to reading memos, schedules and procedure manuals. Reading Text is an Essential Skill that all Casino employees need to:

• 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

A. READING TEXT

Reading Profile

The symbols >, >> and >>> are explained in the Notes section.

Tasks Complexity

Level Examples

Dining Room Cashiers:

• read and finalize bills accurately. (daily) (2)

• read information on vouchers and gift certificates so as not to confuse them or accept outdated forms. (1)

• memos from management about job postings, training opportunities or special promotions. (2)

• read messages from computerized till system.

Typical Most Complex

1-2 2

Purpose for Reading

Type of Text

To scan for spe-cific 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, Specifica-tions,

Regulations

Reports, Books,

Journals

DINING ROOM CASHIER - 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 need to:

• 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

Document Use Profile >> read signs, labels or lists. For example, signs for the tables in the buffet area which

read “available”, “please clear”, “occupied”.

>> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. For example, record numbers of seal and log for float.

>> read completed forms containing check boxes, numerical entries, phrases, ad-dresses, sentences or texts of a paragraph or more. For example, check float sheet.

>> they may read tables, schedules and other table-like text. For example, read work schedules. They may enter information on a restaurant plan. Tables are marked off as they are occupied.


Tasks Complexity

Level Examples


• read the client's bill (number of buffets plus beverages) and enter the information into the till. Check the printout and give copies to client. (1)

• read scheduling information for possible changes. (1)

• read the labels on the till keys including abbreviations (e.g., dbl - short for double). (1)

• labels envelopes with tips for servers. (1)

• record the serial number of the seal and the bag number when they pick up their float. (daily) (1)

• read and follow instructions for using Interac and enter the final amount (total plus tip). (daily) (1)

• print out credit card slips, keep signed copy and give the other to the client. (1)

• read the brief computer prompts on the computerized till screen and follow the instructions. (daily) (1)

• use cards to clock in and to activate the till. (1)

• make out inventory of non-alcoholic items. (weekly) (2)

• consult the attendance list in the hostess's book to know who is on duty. (1)

• may consult the plastified (wipe and change message) restaurant floor plan to know what tables are free. (daily) (1)

• keep copy of bill with receipt attached, put in order, check for "walk-outs". (1)


1 2

DINING ROOM CASHIER - WRITING


WRITING

Refers to understand-ing documents that have a combination of words, numbers, sym-bols, colors and shapes together. Document Use is an Essential Skill that all Casino employees need to:

• 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

C. WRITING

Writing Profile


Tasks Complexity

Level Examples


• may write out step-by-step instructions on how to use computerized till system for new hires to follow. (2)

• may write a paragraph detailing occurrences witnessed. (2)

• may write out NA (non-alcohol) inventory from scratch. (2)

• copy the menu and keep it near the phone to respond to callers’ questions. (1)

Typical

Most

Complex

2 2

Purpose for Writing

Length

To or-ganize/ To remem-ber

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

Texts requiring less than one paragraph of new text

>> >>

Texts rarely requiring more than one paragraph

Longer texts

>

DINING ROOM CASHIER - NUMERACY


NUMERACY

Refers to using numbers and thinking in quantitative terms. (counting cash, calculating winnings) Numeracy is an Essential Skill that all Casino employees need to:

• 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


Math Skills Profile

a. Mathematical Foundations Used


Tasks

Complexity Level

Examples


• record transactions and make change. The computerized till system does all the calculating. (1)

• check the float sheet against the money contained in the bag at opening. (1)

• for birthday groups, divide total receipt by number of paying customers. (1)

>> Money Math

1

>> Scheduling or Budgeting/ Accounting Math

2 • organize and submit all cash, credit cards, chips, vouchers, gift certificates, US dollars, credit card and Interac slips, join to computerized till “read” or printout and seal in bag for drop. (2)

Numerical Estimation

1 • estimate the float needed (and the denominations in most demand) on different days. (1)

Number Concepts:

Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, may count items for the non-alcoholic inventory, total receipts from credit cards.

Rational Numbers - Decimals

>> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, total the receipts in credit cards or Interac on an adding machine to check against the computerized till totals.

Rational Numbers - Percents

> read and write percents, calculate the percent one number is of another, calculate a percent of a number. For example, may do totals and calculate tax with a calculator if the computerized till card is not available

DINING ROOM CASHIER - NUMERACY

(continued)


b. How Calculations Are Performed Dining Room Cashiers make calculations:

> in their head.

> using a pen and paper.

>> using a calculator.

>> using a computer.

> using an adding machine (printed record desired)

The symbols >, >> and >>> are explained in the Notes section. c. Measurement Instruments Used Dining Room Cashiers measure:

time – using a watch or clock; bills are also printed with the time and date.


DINING ROOM CASHIER - 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 need to:

• 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

E. ORAL COMMUNICATION

Modes of Communication Used: Dining Room Cashiers communicate:

>> in person.

>> using the telephone.

The symbols >, >> and >>> are explained in the Notes section. Environmental Factors Impacting Communication:

In the Café, noise levels can get high and the Cashier needs to ask for repetition.

Tasks Complexity

Level Examples


• take and deliver messages for managers and co-workers. (2)

• offer menu information to clients. (1)

• locate people by phone for co-workers. (1)

• ask clients for feedback on the dining experience. (1)

• deal with upset clients. For example, a client who disputes the portion size. (2)


1-2 2

DINING ROOM 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 coFordinate work with that of

others

To reassure, comfort

To discuss (exchange information,

opinions)

To persuade

To facilitate, animate

To instruct, in

stil u

nderstanding,

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

DINING ROOM CASHIER - THINKING SKILLS


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 data-bases. Thinking Skills are Essential Skills that all Casino employees need to:

• Assess a situation and react appropriately

• Evaluate if currency seems suspicious

• Prioritize the order in which tasks are completed by considering deadlines and resources

F. THINKING SKILLS

1. Problem Solving

2. Decision Making

3. Job Task Planning and Organizing

Tasks Complexity

Level Examples


• carry a large float on certain days and may have to

re-arrange drawer to accommodate the change. (1)

• learn to ask appropriate questions. For example when

in doubt about whether a client has paid or not, the

Cashier will ask "Did I give you your change?" rather

than "Did you pay me?" (rare) (1)

• when computerized till card is not available, the

Cashier uses a calculator to total the bills and tax. (2)


1 2

Tasks Complexity

Level Examples


• make decisions on how to respond to a complaint. They may inform a manager immediately or record the information and pass it along to the manager later. (2)

• when errors have occurred, they report them immediately to the manager so that the chance of locating and correcting them is better. (1)


2

Complexity Level

Description


• For transactions to go smoothly and without errors and corrections, the Cashier thinks ahead. For example, asking "all together or separate?” before keying in anything may save having to repeat it. (1)

1

DINING ROOM CASHIER - THINKING SKILLS

(continued)


4. Significant Use of Memory

5 Finding Information

Examples


• remember the regular customers and save tables for them.

Complexity Level

Description


• usually get information from the dining room manager. 1

DINING ROOM CASHIER - 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 need to:

• 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

G. WORKING WITH OTHERS

Dining Room Cashiers have long periods of waiting between clients to pay their bills. They

fill in the time with other duties. For example, hosting or bussing, or preparing the host's

table. In the Café, Cashiers have many other duties which even seem to take priority over

operating the till, such as light cooking, cleaning, and restocking the buffet. Participation in Supervisory or Leadership Activities Dining Room Cashiers:

>> have (or take) opportunities to make suggestions on improving work processes.

>> inform other workers or demonstrate to them how tasks are performed.

> orient new employees.

> recommend training that is required by, or would be useful for, other workers. For example, Food Handling.


DINING ROOM CASHIER - 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 need to:

• 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

H. COMPUTER USE

Computer Use Profile Dining Room Cashiers:

>> use bookkeeping, billing and accounting software. For example, computerized till software.

Complexity Level

Computer Use

2 Dining Room Cashiers:

• use the computerized till system to record, calculate and report all transactions. Different systems are connected to computerized till system. For example, credit cards and Interac.

DINING ROOM CASHIER - CONTINUOUS LEARNING


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 need to:

• 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

I. CONTINUOUS LEARNING

How the Learning Occurs Learning may be acquired:

> as part of regular work activity.

>> from co-workers.

> through training offered in the workplace. For example, computerized till system training.

DINING ROOM CASHIER - OTHER INFORMATION


J. OTHER INFORMATION

In addition to collecting information for this Essential Skills Profile, our interviews with Dining Room Cashiers also asked about the following topics.

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

Physical Aspects The Dining Room Cashiers interviewed mentioned these

physical aspects of their jobs.

• Cashiers who are in the Dining Room or Buffet may sit and wait for long periods. They are at risk for repetitive strain problems.

• Café cashiers have many other obligations that keep them very active. For example, restocking and cleaning.

Future Trends Affecting Essential

Skills

No changes foreseen.

Attitudes Dining Room Cashiers are friendly, polite, patient, and flexible.

Documents

Dining Room Cashier - Manitoba Startmanitobastart.com/wp-content/uploads/Dining-Room-Cashier.pdf · and career options in Gaming may be limited. Essential Skills are critical to the