ESSENTIAL SKILLS PROFILE HOUSEKEEPING ATTENDANT · 2017-01-17 · Housekeeping Attendants are: •...
Transcript of ESSENTIAL SKILLS PROFILE HOUSEKEEPING ATTENDANT · 2017-01-17 · Housekeeping Attendants are: •...
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
Notes 14
HOUSEKEEPING ATTENDANT
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The most important Essential Skills for Housekeeping Attendants are:
• Oral Communication
• Thinking Skills (Problem Solving)
INTRODUCTION
Housekeeping Attendants are responsible for the meticulous cleaning of all public and back of the house areas within a full amenities casino utilizing industrial cleaning supplies, equipment and methods. Housekeeping Attendants are also known as: • Housekeepers
HOUSEKEEPING ATTENDANT - READING TEXT
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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 Attendants:
• read labels on cleaning products and instructions on proper use. (2)
• may read WHMIS (Workplace Hazardous Materials Information Sheets) and MSDS (Material Safety Data Sheets) when using a product for the first time; be aware of potential hazardous reactions and emergency procedures or consult with supervisor. (2)
• read bulletin boards for new information pertaining to casino events (lotteries, bus tours, entertainment) in order to be able to inform guests. (2)
• read memos (posted on bulletin board) about changes in schedule. For example, when a fire drill is scheduled, duties will change. (2)
• read work schedules. (1)
• read vacation approval bulletins. (1)
• read stock room lists. (1)
• may read manuals for new cleaning equipment. (2)
Typical Most Complex
1-2
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
HOUSEKEEPING ATTENDANT - DOCUMENT USE
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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 Housekeeping Attendants: >> read signs, labels or lists. For example, place warnings (wet floor); labels on cleaning
products, check supply lists.
>> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. For example, incident reports.
>> read tables, schedules and other table-like text (e.g., read work shift schedules).
> interpret scale drawings (e.g., maps) for set up of stage area.
The symbols >, >> and >>> are explained in the Notes section.
Tasks Complexity
Level Examples
Housekeeping Attendants:
• read labels on cleaning products and instructions on proper use. (2)
• read new information (posted on bulletin board) pertaining to casino events (lotteries, bus tours, entertainment) in order to be able to inform guests. (2)
• read memos (posted on bulletin board) about changes in schedule. For example, training opportunities offered, or when a fire drill is scheduled, duties will change. (2)
• read work schedules. (1)
• read vacation approval bulletins. (1)
• read stock room lists. (1)
• sign in, initial schedule, sign out set of keys. (1)
Typical Most Complex
1-2 2
HOUSEKEEPING ATTENDANT - WRITING
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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
The symbols >, >> and >>> are explained in the Notes section.
Tasks Complexity
Level Examples
Housekeeping Attendants:
• label cleaning products clearly after transferring them to smaller containers from bulk containers. (1)
• use standard abbreviations and acronyms used in the casino and in the cleaning business. For example, LOA, MSDS, MR. (2)
• fill out workplace forms.(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
HOUSEKEEPING ATTENDANT - NUMERACY
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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
The symbols >, >> and >>> are explained in the Notes section.
Math Skills Profile
a. Mathematical Foundations Used
The symbols >, >> and >>> are explained in the Notes section.
Tasks
Complexity Level
Examples
Housekeeping Attendants:
• do not handle money as part of their duties. > Money Math
> Scheduling or Budget-ing/ Accounting Math
2 • may check their own pay stubs and banked overtime. (2)
>> Numerical Estimation
1 • estimate time required for special tasks. (1)
• estimate the supplies needed in order to maintain levels in the storage areas. (1)
Number Concepts:
Whole Numbers >>> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, counting supplies.
Rational Numbers - Fractions
>> read and write, add or subtract fractions. For example, in totalling hours worked.
Patterns and Relations:
Use of Rate, Ratio and Proportion
> may use a rate showing comparison between two quantities with different units, use a ratio showing comparison between two quantities with the same units, use a proportion showing comparison between two ratios or rates in order to solve problems. For example, diluting cleaning solu-tions with water to achieve a specified ratio, such as 1:12. (not necessarily done presently because of new dispensers which give out the proper mix.)
HOUSEKEEPING ATTENDANT - NUMERACY
(continued)
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b. How Calculations Are Performed Housekeeping Attendants make calculations:
> in their head.
The symbols >, >> and >>> are explained in the Notes section. c. Measurement Instruments Used Housekeeping Attendants measure:
• time – using a watch to record time.
• liquid volume – using a measuring cup for laundry detergent when washing.
The symbols >, >> and >>> are explained in the Notes section.
HOUSEKEEPING ATTENDANT - ORAL COMMUNICATION
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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 Attendants communicate: >> in person.
>> using a two-way radio or other such means.
The symbols >, >> and >>> are explained in the Notes section. Environmental Factors Impacting Communication: Housekeeping Attendants are stationed in distant areas of the premises to cover routine cleaning and they carry two-way radios to receive special requests from their supervisors.
Tasks Complexity
Level Examples
Housekeeping Attendants:
• greet, give information and respond to questions from customers. (1)
• participate in pre-shift meetings where staff receive general information, announcements and give feedback. (2)
• offer compliments for good work to co-workers. (1)
• respond to requests for clean-up by radio. (1)
Typical Most Complex
1-2 2
HOUSEKEEPING ATTENDANT - ORAL COMMUNICATION
(continued)
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Oral Communication Profile
The symbols >, >> and >>> are explained in the Notes section.
Purpose for Oral Communication
Type
To greet
To take messages
To provide/ receive information,
explanation, direction
To seek, obtain information
To coBordinate 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 ATTENDANT - THINKING SKILLS
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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
Housekeeping Attendants:
• lend first assistance to fallen guests and contacts Security. (frequently) (1)
• appease upset patrons. For example, removing a patron’s unfinished drink or spilling on a patron’s clothing. (2)
Typical Most Complex
1-2
Tasks Complexity
Level Examples
Housekeeping Attendants:
• assist supervisor in covering all areas and considering priorities. (1)
Typical Most Complex
1
Complexity Level
Description
Housekeeping Attendants:
• Housekeeping staff is assigned to designated areas and duties are usually very clear. They must be able to prioritize when special situations arise. For example, snowy or muddy entry area.
1
HOUSEKEEPING ATTENDANT - THINKING SKILLS
(continued)
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4. Significant Use of Memory
5. Finding Information
Examples
Housekeeping Attendants:
• remember co-workers names and faces.
• remember and deliver messages to co-workers.
Complexity Level
Examples
Housekeeping Attendants:
• get information from the labels of cleaning products. (2)
• rely on their supervisor or experienced co-worker for updated information, new procedures, etc. (1)
1-2
HOUSEKEEPING ATTENDANT - WORKING WITH OTHERS
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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
Housekeeping Attendants are assigned to different areas of the casino during their shifts, however, they do interact at a pre-shift meeting where they receive instruction and have an opportunity to offer feedback. Participation in Supervisory or Leadership Activities Housekeeping Attendants:
>> have opportunities to make suggestions on improving work processes.
>> inform other workers (new employees) or demonstrate to them how tasks are per-formed.
The symbols >, >> and >>> are explained in the Notes section.
HOUSEKEEPING ATTENDANT - COMPUTER USE
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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
Housekeeping Attendants do not have access to computers for use on the job.
HOUSEKEEPING ATTENDANT - CONTINUOUS LEARNING
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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:
>> from co-workers.
>> through training offered in the workplace. For example, demonstrations are given for the use of new equipment.
> through training seminars offered by the organization.
The symbols >, >> and >>> are explained in the Notes section.
HOUSEKEEPING ATTENDANT - OTHER INFORMATION
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J. OTHER INFORMATION
In addition to collecting information for this Essential Skills Profile, our interviews with Housekeeping Attendants 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 Attendants interviewed mentioned these physical aspects of their jobs.
Housekeeping Attendants are on their feet for the length of their shift and may have to do light lifting. Cleaning may in-volve twisting and stretching. They are exposed to strong cleaning products and may need to wear protective gloves. Wiping movement is repeated.
Attitudes Housekeeping Attendants need a positive, professional ap-proach both toward patrons and co-workers.