ESSENTIAL SKILLS PROFILE - Manitoba Start · Housekeeping Supervisors oversee the deployment and performance of casino housekeeping staff. They keep employment records, maintain an

HOUSEKEEPING SUPERVISOR/SHIFT MANAGER

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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

HOUSEKEEPING SUPERVISOR

Canadian Gaming Centre of Excellence 1

The most important Essential Skills for Housekeeping Supervisors are:

• Oral Communication

• Document Use

• Computer Use

INTRODUCTION

Housekeeping Supervisors oversee the deployment and performance of casino housekeeping staff. They keep employment records, maintain an inventory of materials and respond to requests for service from all departments. Housekeeping Supervisors are also known as: • Housekeeping Shift Managers

HOUSEKEEPING SUPERVISOR - 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

Housekeeping Supervisors:

• read e-mails and memos from management and other departments, sort, file, decide what should be communicated to the staff. (2)

• read training information to pass on to staff. (2)

• read log entries from previous shift. (1)

• read, refer to procedures manuals (Housekeeping and General) and interpret them for staff. (3)

• consult MSDS (Material Safety Data Sheets) sheets and WHMIS (Workplace Hazardous Materials Information System). (2)

Typical Most Complex

1-2 3

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

HOUSEKEEPING SUPERVISOR - 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.

>> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more.

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

>> read tables, schedules and other table-like text. For example, read and make changes in work shift schedules.

>> create tables, schedules and other table-like text using Excel.

>> enter information on tables, schedules or other table-like text.

> interpret information on graphs or charts. For example, use colour coding for areas or materials.

> construct or draw graphs or charts. For example, of the Utility area.

> read assembly drawings. For example, to repair a soap dispenser.

>> obtain information from sketches, pictures or icons. For example, WHMIS (Workplace Hazardous Materials Information System).


Tasks Complexity

Level Examples


• respond to and act on e-mails each day. These may be requests, complaints, casino information on upcoming promotions. (2)

• record daily events in a daily log. (2)

• consult and adjust schedule for deployment of a staff, find substitutes or fill in for absentees, with attention to rotation, modified duties, etc. (2)

• may conduct shift appraisals and enter a report on the employee file. File may be physical or electronic. (2)

• use employee file information to compile an employee evaluation (yearly). Submit to management. (3)

• consult MSDS (Material Safety Data Sheets) and WHMIS (Workplace Hazardous Materials Information System) information for new products. (2)

• fax end-of-shift attendance record to Payroll. (1)

• sign in/out radios and keys to staff. (1)

• keep an inventory of warehoused materials and file purchase requests.

• may amend a standing purchase order to compensate for missing supplies. (2)

• may accompany contracted workers and write an Incident Report (good or bad) on their work. (2)

• sign packing slips for purchased materials. (1)


1-3 3

HOUSEKEEPING SUPERVISOR - 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


• record daily events in log. (1)

• write drafts of employee evaluations, drawing on information in the employee file. (3)

• may provide input for creating or revising Housekeeping Procedures manual, including detailed description of the routine in each area, application of Health and Safety guidelines. (3)

• write incident reports, including illness and accident. (2)

• write and respond to e-mails on routine matters. (1)

• keep an inventory of cleaning materials in the area and file purchase requests. (2)

Typical

Most

Complex

1-3 3

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

>> >>

HOUSEKEEPING SUPERVISOR - 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


• maintain records so as to remain within the limits of their standing purchase orders.

>> Money Math

1

>> Scheduling or Budgeting/ Accounting Math

2 • keep a running inventory of cleaning products, input products used, re-order as needed, and report weekly. (2)

• adjust schedule daily, report to Payroll on time off and late arrivals. (2)

> Data Analysis Math

2 • determine whether they are overstocked or in need of certain materials by reviewing the inventory. (2)

>> Numerical Estimation

1 • estimate time needed to replenish supplies to proper level. (1)

Number Concepts:

Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, count hours worked or check inventory.

Rational Numbers - Fractions

> read and write, add or subtract fractions, multiply or divide by a fraction, multiply or divide fractions. For example, add parts of cases to inventory.

Rational Numbers - Decimals

>> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, calculate money remaining in a standing purchase order. Convert hours to decimals.

Patterns and Relations:

Use of Rate, Ratio and Proportion

> may use a rate showing comparison between two quantities with different units. For example, may calculate the ratio of product to water to be used in a dispenser.

See Use of Documents for information on:

• using tables, schedules or other table-like text.

• using graphical presentations.

HOUSEKEEPING SUPERVISOR - NUMERACY

(continued)


b. How Calculations Are Performed Housekeeping Supervisors make calculations:

>> in their head.

>> using a calculator.

The symbols >, >> and >>> are explained in the Notes section. c. Measurement Instruments Used Housekeeping Supervisors measure:

time – using a clock

liquid volume – using dispensing units.


HOUSEKEEPING SUPERVISOR - 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: Housekeeping Supervisors communicate:

>> in person.

> using the telephone.

>> using a two-way radio and use number codes. For example, a spill is a 10-04.

The symbols >, >> and >>> are explained in the Notes section. Environmental Factors Impacting Communication: None were mentioned.

Tasks Complexity

Level Examples


• give individual, caring attention to those who bring problems to work. Listen to their point of view. (2)

• conduct pre-shift meetings to update staff and discuss deployment changes. (3)

• speak to customers on the floor, respond to complaints, reassure customers after spillage or becoming ill; sympathize about machines not paying, offer Addictions Foundation information. (2)

• meet with supervisors and Casino Manager daily, especially to discuss staffing issues. (2)

• contact Security. For example, an ambulance has been called, please be sure the way is clear for them. (1)

• speak with supervisors of other departments. For example, discuss requirements for promotional and special events. (2)


1-3 3

HOUSEKEEPING SUPERVISOR - 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 coCordinate 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

HOUSEKEEPING SUPERVISOR - 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


• deal with scheduling changes almost every day. (2)

• deal with upset clients over spills, gum on chair, etc. Want to prevent liability situations. (3)


1-3 3

Tasks Complexity

Level Examples


• decide what action to take with irate clients. (2)

• make decisions about deployment of staff, assigning unpleasant cleanup jobs. (3)


1-3 3

Complexity Level

Description


• do paperwork (schedules, inventory) at the beginning of their shifts.

• Facilitate pre-shift meetings to deploy staff and arrange breaks for the staff. When they are short-staffed, they may have to stand in themselves.

2

HOUSEKEEPING SUPERVISOR- THINKING SKILLS

(continued)


4. Significant Use of Memory

5. Finding Information

Examples


• carry notebooks to help them remember all the details that come to their attention during the shift. Remember how to do paperwork correctly.

Complexity Level

Examples


• go to their managers or co-workers for information. (1)

• refer to data sheets for information about new products. (2) 1-2

HOUSEKEEPING SUPERVISOR - 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

Participation in Supervisory or Leadership Activities Housekeeping Supervisors make a point of knowing their staff personally. They circulate constantly, keeping in touch with staff deployed in all parts of the building. They emphasise fairness in the rotation of staff to the different areas, the equitable treatment of absences and illness, the distribution of breaks. Housekeeping Supervisors:

>> 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. For example, demonstrate a new product.

>> orient new employees.

> make hiring recommendations. For example, a move from casual to part-time status.

>> assign routine tasks to other workers.

>> assign new or unusual tasks to other workers.

> identify training that is required by, or would be useful for, other workers.

> deal with other workers’ complaints.


HOUSEKEEPING SUPERVISOR - 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 Housekeeping Supervisors:

>> use word processing. For example, to write incident reports, evaluations.

>> use a spreadsheet. For example, to create a schedule, to maintain a weekly check on housekeeping inventory.

> use bookkeeping, billing and accounting software. For example, they may share a spreadsheet with the warehouse which facilitates working with standing orders.

>> use communication software. For example, e-mail for daily communication, for placing orders with warehouse.


Complexity Level

Computer Use


• use a computer daily to send and receive e-mails, to print out schedules and to maintain their inventory. They create their own documents for use in the department.

3

HOUSEKEEPING SUPERVISOR - 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.

computer training. seminars such as Team Building.


HOUSEKEEPING SUPERVISOR - OTHER INFORMATION


J. OTHER INFORMATION

In addition to collecting information for this Essential Skills Profile, our interviews with Housekeeping Supervisors 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 Housekeeping Supervisors interviewed mentioned these physical aspects of their jobs.

• Supervisors are active and on their feet most of the shift. They are capable of filling in to mop, sweep and carry garbage. No heavy lifting.

• Supervisors need manual dexterity for keyboarding.

Attitudes Housekeeping Supervisors are approachable and understanding.

Future Trends Affecting

Essential Skills

Housekeeping Supervisors foresee the change of slot machines to coinless gaming machines will mean less dirt, and fewer people manning the slot machine area to be