ESSENTIAL SKILLS PROFILE RETAIL CASHIER - …manitobastart.com/wp-content/uploads/Retail-Cashier.pdf · · 2017-01-17RETAIL CASHIER Canadian Gaming Centre of Excellence 1 The most

RETAIL 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

RETAIL CASHIER

Canadian Gaming Centre of Excellence 1

The most important Essential Skills for Retail Cashiers are:

• Working With Others

• Computer Use

• Numeracy

INTRODUCTION

Retail Cashiers handle the sale of gift items, Casino Entertainment sales and lottery tickets to casino clients. They offer superior customer service, main-tain, update and order inventory, and assist in sales promotions.

RETAIL 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

Retail Cashiers:

• read memos from supervisors and other departments to keep abreast of changes. (2)

• consult the flyer that comes with the lottery tickets to find promotion suggestions, etc. (2)

• read the cashiers procedures manual. For example, to check on proper cash handling. (2)

• read the fire drill manual. (2) • consult the TicketMaster manual for information on

upcoming events, seating sales, etc. (2)

Typical Most Complex

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

>

RETAIL 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 Retail Cashiers: >> read signs, labels or lists. For example, list stock that needs replacing, monthly in-

ventory.

>> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. For example, take note of found objects, where and when, and a description.

> read completed forms containing check boxes, numerical entries, phrases, ad-dresses, sentences or texts of a paragraph or more. For example, printouts from the various computer programs.

>> read tables, schedules and other table-like text (e.g., read work shift schedules).

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

>> obtain information from sketches, pictures, or icons (e.g., computer toolbars).


Tasks Complexity

Level Examples

Retail Cashiers:

• keep binders of information on hand for reference on procedures or recent memos. (2)

• fill out reconciliation statements when changing shift. (2) • maintain a gift certificate log and submit it to Finance. (2) • prepare an individual reconciliation sheet and include

commissions report for TicketMaster. (2) • check coupons and record as cash. (1) • prepare a weekly sales report. (2) • take point-form notes in the daily log. (1) • may create their own forms. For example, a checklist for

new employees being trained. (3)


1-2 3

RETAIL 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

Retail Cashiers:

• write up daily reconciliation sheets. (1) • prepare discrepancy reports indicating possible reasons

for error. (2)

Typical

Most

Complex

1-2 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

>

RETAIL 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

Retail Cashiers:

• verify the morning float slip to a physical count detailing number of each denomination. (2)

• maintain record of money deposited during the day on the float slip. Use bag ID and adding time, date and Gift Store indicator, and printout from the computerized accounting system. (1)

>> Money Math

2

>> Scheduling or Budgeting/ Accounting Math

2 • verify the count of tickets (Scratch and Win) and complete physical count sheet. (1)

> Numerical Estimation

1 • estimate the space needed for displays.

Number Concepts:

Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, verifying float to a physical count, multiplying rolled coin values. Counts on coupons and gift certificates.

Rational Numbers - Fractions

>> read and write, add or subtract fractions, multiply or divide by a fraction, multiply or divide fractions. For example, may record inventory by quarter boxes.

Rational Numbers – Decimals

>> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, handling dollars and cents.

Rational Numbers – Percent

>> read and write percentages, calculate the percent one number is of another, calculate a percent of a number. For example, to calculate the GST and PST or the player’s club card discount for the customers’ information.

Equivalent Rational Numbers

>> convert between fractions and decimals or percentages, convert between decimals and percentages. For example, calculating U.S. exchange.

RETAIL CASHIER - NUMERACY

(continued)


b. How Calculations Are Performed Retail Cashiers make calculations:

in their head.

using a pen and paper.

using a calculator.

using a computer (accounting system, TicketMaster system).

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

>> time – using a clock to keep track of relief staffing, show times, cut off times for lottery.

> distance or dimension – using tape measure to estimate space needed for display.


Patterns and Relations:

Equations and Formulae > use formulae by inserting quantities for variables and solving. For example, an equation is applied to round off the value of a certain number of free tickets (95¢ to $1.00). (1)

Areas, Perimeters, Volumes > calculate areas, calculate perimeters, calculate volumes. For example, to estimate the space needed for displays. (1)

RETAIL 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: Retail Cashiers communicate:

>> in person.

>> using the telephone.

The symbols >, >> and >>> are explained in the Notes section. Environmental Factors Impacting Communication: The Gift Shop area is sometimes crowded and it is hard to give proper attention to each

customer .

Tasks Complexity

Level Examples

Retail Cashiers:

• greet customers and respond to their requests. Retail Cashiers keep informed about casino events in order to respond to questions. (2)

• exchange information with manager, explain problems, consult about verification of documents. (2)

• work as a team with fellow cashiers, cooperate on shift changes, mentor new employees, cash out fellow cashiers. (2)

• talk to sales representatives, try out new products, and give feedback. (2)

• maintains telephone contact with other departments. For example, with Housekeeping for clean up, with Bank for exchange rate, with Guest Services for information. (2)

• may deal with unreasonable or irate customers, or may refer them to the supervisor. (2)


2 2

RETAIL 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 (e

xchange information,

opinions)

To persuade

To facilita

te, animate

To instru

ct, in

stil understa

nding,

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

RETAIL 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

Retail Cashiers:

• sometimes have trouble understanding what clients are asking for. They use questioning to clarify. (2)

• troubleshoot on the computerized systems. For example, get back to start screen to add an item, or using specific function keys to clear the total. (2)

• find seating for clients in unfamiliar venues using TicketMaster. (2)

• find ways to calm an irate customer. For example, explain policies, keep a respectful attitude and listen to what the customer has to say. (2)

• try different methods when a credit card won’t scan. (1)


1-2 2

Tasks Complexity

Level Examples

Retail Cashiers:

• decide when to admit an exchange. For example, if they do not have a receipt. (1)

• decide when it is necessary to call in support. For example, when to call supervisor if accused of short-changing a client. (2)

• decide when a display should be changed. (2)


1-2 2

Complexity Level

Description

Retail Cashiers:

• plan their work according to the shift they are working. They deal with paperwork (count tickets, etc.) in the slow times. They plan new displays and work on them when the flow of customers permits.

• keep in touch with Guest Services in order to know when bus tours will be arriving in order to predict business.

2

RETAIL CASHIER - THINKING SKILLS

(continued)


4. Significant Use of Memory

5. Finding Information

Examples

Retail Cashiers:

• work with a number of different computerized tracking systems, each with their own passwords and logon protocols.

• must remember the procedures relating to different systems even when they have not used them for a period of time. For example, they must remember to read over the ticket information with the patron when using TicketMaster to avoid errors.

Complexity Level

Examples

Retail Cashiers:

• keep orderly records (binders) of the information they may need. They keep track of memos alerting them to errors in coupon printing, etc. They regularly call on other departments for information as needed.

1

RETAIL 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

Retail Cashiers are often working on their own, but count on collaborative co-workers to cover breaks and take turns in rotations. They rely on each other to troubleshoot with the many machines they operate on a daily basis. Participation in Supervisory or Leadership Activities Retail Cashiers:

>> have opportunities to make suggestions on improving work processes.

>> inform other workers or demonstrate to them how tasks are performed, especially new employees.


RETAIL 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 Retail Cashiers:

>> use a database. For example, TicketMaster.

>> use a spreadsheet. For example, to reconcile online and offline ticket sales and bal-ance to accounting system reports.

>> use bookkeeping, billing, and accounting software. For example, computerized ac-counting system.

> use communication software for e-mail.


Complexity Level

Computer Use

Retail Cashiers:

• logon and enter data to get printed summaries from various computerized tracking systems – lottery machine, accounting system. (3)

• seek information and book tickets on the TicketMaster system. (2) • scan or punch in entries to the computerized accounting system

in different categories (confectionary, gifts, dollar value of lottery tickets), record how payment is made, (chips, credit cards), and adjusts U.S. currency automatically. (2)

• scan credit cards and debit cards with the machine, use printed record to enter into accounting system. (1)

3

RETAIL 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:

>> by applying previous experience.

>> as part of regular work activity.

>> from co-workers.

> through training offered in the workplace. For example, seminar on training and coaching.


RETAIL CASHIER - OTHER INFORMATION


J. OTHER INFORMATION

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

Retail Cashiers are on their feet for long periods of time. They require manual dexterity for handling cash and operating machines.

Attitudes Retail Cashiers need to be flexible and willing to adapt to change.

Future Trends Affecting Essential

Skills

Retail Cashiers will need to continue to update computer skills.

Documents

ESSENTIAL SKILLS PROFILE RETAIL CASHIER - …manitobastart.com/wp-content/uploads/Retail-Cashier.pdf · · 2017-01-17RETAIL CASHIER Canadian Gaming Centre of Excellence 1 The most