ESSENTIAL SKILLS PROFILE HOUSEKEEPING SUPERVISOR/ SHIFT MANAGER

[Pages:16]ESSENTIAL SKILLS PROFILE HOUSEKEEPING SUPERVISOR/ SHIFT MANAGER

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TABLE OF CONTENTS

INTRODUCTION

1

Essential Skills

are the skills

READING TEXT

2

people need for

work, learning

USE OF DOCUMENTS

3

and life.

WRITING

4

Human Resources

and Skills

NUMERACY

5

Development Canada

have identified nine essential skills that are

ORAL COMMUNICATION

7

the foundation to

success in today's

THINKING SKILLS

9

workplace.

1. Problem Solving

9

They provide the

2. Decision Making

9

foundation for learning

all other skills and

3. Job Task Planning and Organizing

9

enable Gaming employees to evolve in

4. Significant Use of Memory

10

their jobs and adapt to

5. Finding Information

10

workplace change.

Without adequate

WORKING WITH OTHERS

11

levels of Essential

Skills, employees'

COMPUTER USE

12

productivity, training

and career options in

CONTINUOUS LEARNING

13

Gaming may be

limited.

OTHER INFORMATION

14

Essential Skills are

Physical Aspects

14

critical to the Gaming

Industry.

Attitudes

14

Future Trends Affecting Essential Skills

14

HIT THE

Notes

14

JACKPOT...

BET ON A

CAREER IN

GAMING

Canadian Gaming Centre of Excellence

HOUSEKEEPING SUPERVISOR

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

Canadian Gaming Centre of Excellence

1

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

Tasks

Typical Most Complex

Complexity Level

1-2 3

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)

Reading Profile

Purpose for Reading

Type of Text

To scan for specific 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

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

Canadian Gaming Centre of Excellence

2

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

Tasks

Typical Most Complex

Complexity Level

1-3 3

Examples

Housekeeping Supervisors: ? 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)

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, addresses, 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).

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

Canadian Gaming Centre of Excellence

3

HOUSEKEEPING SUPERVISOR - 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 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

Tasks

Typical Most Complex

Complexity Level

1-3 3

Examples

Housekeeping Supervisors: ? 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)

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

>>

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

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4

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

Tasks

Complexity Level

>>

1

Money Math

>>

2

Scheduling or

Budgeting/

Accounting

Math

>

2

Data Analysis

Math

>>

1

Numerical

Estimation

Examples

Housekeeping Supervisors: ? maintain records so as to remain within the limits of

their standing purchase orders.

? 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)

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

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

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

Math Skills Profile

a.

Mathematical Foundations Used

Number Concepts: Whole Numbers

Rational Numbers Fractions

>>

read and write, count, round off, add or subtract,

multiply or divide whole numbers. For example,

count hours worked or check inventory.

>

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.

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

Canadian Gaming Centre of Excellence

5

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.

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

Canadian Gaming Centre of Excellence

6

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