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ESSENTIAL SKILLS PROFILEHOUSEKEEPING SUPERVISOR/SHIFT MANAGERWWW.GAMINGCENTREOFEXCELLENCE.CA
TABLE OF CONTENTSEssential Skillsare the skillspeople need forwork, learningand life.Human Resourcesand SkillsDevelopment Canadahave identified nineessential skills that arethe foundation tosuccess in today’sworkplace.They provide thefoundation for learningall other skills andenable Gamingemployees to evolve intheir jobs and adapt toworkplace change.Without adequatelevels of EssentialSkills, employees’productivity, trainingand career options inGaming may belimited.Essential Skills arecritical to the GamingIndustry.HIT THEJACKPOT BET ON ACAREER INGAMINGINTRODUCTION1READING TEXT2USE OF DOCUMENTS3WRITING4NUMERACY5ORAL COMMUNICATION7THINKING SKILLS91. Problem Solving92. Decision Making93. Job Task Planning and Organizing94. Significant Use of Memory105. Finding Information10WORKING WITH OTHERS11COMPUTER USE12CONTINUOUS LEARNING13OTHER INFORMATION14Physical Aspects14Attitudes14Future Trends Affecting Essential Skills14Notes14Canadian Gaming Centre of Excellence
HOUSEKEEPING SUPERVISORINTRODUCTIONThe most importantEssential Skills forHousekeepingSupervisors are: OralCommunication Document Use Computer UseHousekeeping Supervisors oversee the deployment and performance ofcasino housekeeping staff. They keep employment records, maintain aninventory of materials and respond to requests for service from alldepartments.Housekeeping Supervisors are also known as: Housekeeping Shift ManagersCanadian Gaming Centre of Excellence1
HOUSEKEEPING SUPERVISOR - READING TEXTA.READING ekeeping Supervisors: read e-mails and memos from management and otherdepartments, sort, file, decide what should becommunicated 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 andGeneral) and interpret them for staff. (3) consult MSDS (Material Safety Data Sheets) sheetsand WHMIS (Workplace Hazardous MaterialsInformation System). (2)READING TEXTRefers to readingmemos, schedulesand proceduremanuals.Reading Text is anEssential Skill that allCasino employeesneed to:ExamplesReading ProfilePurpose for Reading Read bulletinboards for memos,job openings,generalannouncementsand trainingopportunitiesRead proceduremanuals,maintenancemanuals andMSD sheetsRead casinoentertainmentand special eventinformation topass along tocustomersType of TextTo scan for specific information/To locateinformation.To skim foroverall meaning,to get the “gist”.To read thefull text tounderstand orto learn.Forms Labels ons To read the fulltext to critiqueor to evaluate. Reports,Books,JournalsThe symbols , and are explained in the Notes section.Canadian Gaming Centre of Excellence2
HOUSEKEEPING SUPERVISOR - DOCUMENT USEB.USE OF 3DOCUMENT USERefers tounderstandingdocuments that havea combination ofwords, numbers,symbols, colors andshapes together.Document Use is anEssential Skill that allCasino employeesneed to: Scan flow charts tolearn sequencingof simple tasksand processesComplete forms,proceduralchecklists andend-of-day reportsIdentify WHMISand other casinoworkplacesymbols, iconsand directionalsignsExamplesHousekeeping Supervisors: respond to and act on e-mails each day. These may berequests, complaints, casino information on upcomingpromotions. (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 torotation, modified duties, etc. (2) may conduct shift appraisals and enter a report on theemployee file. File may be physical or electronic. (2) use employee file information to compile an employeeevaluation (yearly). Submit to management. (3) consult MSDS (Material Safety Data Sheets) andWHMIS (Workplace Hazardous Materials InformationSystem) 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 filepurchase requests. may amend a standing purchase order to compensatefor missing supplies. (2) may accompany contracted workers and write anIncident 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 enteringwords, 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 makechanges 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 ormaterials. 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 (WorkplaceHazardous Materials Information System).The symbols , and are explained in the Notes section.Canadian Gaming Centre of Excellence3
HOUSEKEEPING SUPERVISOR - Complex3Housekeeping Supervisors: record daily events in log. (1) write drafts of employee evaluations, drawing oninformation in the employee file. (3) may provide input for creating or revising HousekeepingProcedures manual, including detailed description of theroutine in each area, application of Health and Safetyguidelines. (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 andfile purchase requests. (2)WRITINGRefers to understanding documents thathave a combination ofwords, numbers, symbols, colors andshapes together.Document Use is anEssential Skill that allCasino employeesneed to:Writing ProfilePurpose for WritingLength Scan flow charts tolearn sequencingof simple tasksand processesComplete forms,proceduralchecklists andend-of-day reportsIdentify WHMISand other casinoworkplacesymbols, iconsand directionalsignsExamplesTo organize/TorememberTo keep arecord/TodocumentTo inform/To requestinformationTo persuade/To justify arequest Textsrequiringless thanoneparagraphof newtextTextsrarelyrequiringmore thanoneparagraph Longertexts To present ananalysis orcomparisonTopresent anevaluationor critiqueToentertain The symbols , and are explained in the Notes section.Canadian Gaming Centre of Excellence4
HOUSEKEEPING SUPERVISOR - rs to usingnumbers and thinkingin quantitative terms.(counting cash,calculating winnings)Numeracy is anEssential Skill that allCasino employeesneed to: Calculate winningsaccording toplacement ofchips, bettingodds and valuesassigned to chipsCount cash inopening andclosing balancesand customertransactionsEstimate timerequired tocomplete tasksEstimate crowdflowMeasure,calculate and useratios to mixcleaning solutionsand compounds Money Math Scheduling orBudgeting/AccountingMath Data AnalysisMath NumericalEstimationExamplesHousekeeping Supervisors: maintain records so as to remain within the limits oftheir standing purchase orders.12 2 1 keep a running inventory of cleaning products,input products used, re-order as needed, andreport weekly. (2)adjust schedule daily, report to Payroll on time offand late arrivals. (2)determine whether they are overstocked or in needof certain materials by reviewing the inventory. (2)estimate time needed to replenish supplies toproper level. (1)The symbols , and are explained in the Notes section.Math Skills Profilea.Mathematical Foundations UsedNumber 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, multiplyor 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 subtractdecimals, multiply or divide by a decimal, multiplyor divide decimals. For example, calculate moneyremaining in a standing purchase order. Converthours to decimals. may use a rate showing comparison between twoquantities with different units. For example, maycalculate the ratio of product to water to be used ina dispenser.Patterns and Relations:Use of Rate, Ratio andProportionSee Use of Documents forinformation 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 Excellence5
HOUSEKEEPING SUPERVISOR - NUMERACY(continued)b.How Calculations Are PerformedHousekeeping Supervisors make calculations: in their head. using a calculator.The symbols , and are explained in the Notes section.c.Measurement Instruments UsedHousekeeping Supervisors measure:time – using a clockliquid volume – using dispensing units.The symbols , and are explained in the Notes section.Canadian Gaming Centre of Excellence6
HOUSEKEEPING SUPERVISOR - ORAL COMMUNICATIONE.ORAL Typical1-3MostComplex3Refers to talking toexchange information.(explaining Gamingrules and Casinoinformation tocustomers.Oral Communication isan Essential Skill thatall Casino employeesneed to:ExamplesHousekeeping Supervisors: give individual, caring attention to those who bringproblems to work. Listen to their point of view. (2) conduct pre-shift meetings to update staff and discussdeployment changes. (3) speak to customers on the floor, respond to complaints,reassure customers after spillage or becoming ill;sympathize about machines not paying, offer AddictionsFoundation information. (2) meet with supervisors and Casino Manager daily,especially to discuss staffing issues. (2) contact Security. For example, an ambulance has beencalled, please be sure the way is clear for them. (1) speak with supervisors of other departments. Forexample, discuss requirements for promotional andspecial events. (2)Modes of Communication Used: Educatecustomers aboutresponsiblegaming andensuring anyonewho is havingdifficulty gets theassistance thatthey needExplain casinoinformation,services, gamingproducts andgaming rules tocustomersAsk questions toclarify job tasksand expectationsSpeak respectfullyto customers andco-workers whendealing withcomplex issues orresolving conflictsHousekeeping 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.Canadian Gaming Centre of Excellence7
HOUSEKEEPING SUPERVISOR - ORAL COMMUNICATION(continued)Oral Communication ProfilePurpose for Oral Communication To entertain To negotiate, resolve conflict To instruct, instil understanding,knowledge To facilitate, animate To persuadeTo co ordinate work with that ofothers To discuss (exchange information,opinions)To seek, obtain information Interact withthose yousupervise ordirectTo reassure, comfortTo provide/ receive information,explanation, directionTo take messagesTo greetInteract withco-workersTypeListening(little or nointeraction)Speaking(little or nointeraction)Interact withsupervisor/managerInteract withcustomers/clients/publicInteract withsuppliers,servicers Participatein groupdiscussionPresentinformationto a smallgroup Presentinformationto a largegroupThe symbols , and are explained in the Notes section.Canadian Gaming Centre of Excellence8
HOUSEKEEPING SUPERVISOR - THINKING SKILLSF.1.THINKING SKILLSProblem SolvingComplexityLevelTasksTHINKING SKILLSRefers to the processof evaluating ideas orinformation to reach arational decision.Thinking Skillsincludes problemsolving, decisionmaking, job taskplanning andorganizing, significantuse of memory andfinding informationfrom text, people andcomputerized databases.Typical1-3MostComplex32. Assess a situationand reactappropriatelyEvaluate ifcurrency seemssuspiciousPrioritize the orderin which tasks arecompleted byconsideringdeadlines andresourcesHousekeeping Supervisors: deal with scheduling changes almost every day. (2) deal with upset clients over spills, gum on chair, etc.Want to prevent liability situations. (3)Decision ExamplesHousekeeping Supervisors: decide what action to take with irate clients. (2) make decisions about deployment of staff, assigningunpleasant cleanup jobs. (3)Job Task Planning and OrganizingThinking Skills areEssential Skills that allCasino employeesneed to: ExamplesComplexityLevel2Canadian Gaming Centre of ExcellenceDescriptionHousekeeping Supervisors: do paperwork (schedules, inventory) at the beginning of their shifts. Facilitate pre-shift meetings to deploy staff and arrange breaks forthe staff. When they are short-staffed, they may have to stand inthemselves.9
HOUSEKEEPING SUPERVISOR- THINKING SKILLS(continued)4.Significant Use of MemoryExamplesHousekeeping Supervisors: carry notebooks to help them remember all the details that come to their attentionduring the shift. Remember how to do paperwork correctly.5.Finding InformationComplexityLevel1-2Canadian Gaming Centre of ExcellenceExamplesHousekeeping Supervisors: go to their managers or co-workers for information. (1) refer to data sheets for information about new products. (2)10
HOUSEKEEPING SUPERVISOR - WORKING WITH OTHERSG.WORKING WITH OTHERSParticipation in Supervisory or Leadership ActivitiesHousekeeping Supervisors make a point of knowing their staff personally. They circulateconstantly, keeping in touch with staff deployed in all parts of the building. They emphasisefairness in the rotation of staff to the different areas, the equitable treatment of absencesand illness, the distribution of breaks.Housekeeping Supervisors:WORKING WITHOTHERSRefers to employeesworking together tocarry out tasks.Working with Others isan Essential Skill thatall Casino employeesneed to: Co-operativelywork with others toexceed casinoservice standardsCoach and mentornew employeesMake suggestionson improvingteamwork andcasino service(break schedules,shift times)Co-operativelywork with others torepair casinoequipment participate in formal discussions about work processes or product improvement. participate in formal discussions concerning the allocation of responsibilities withinown 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.Canadian Gaming Centre of ExcellenceThe symbols , and are explained in the Notes section.11
HOUSEKEEPING SUPERVISOR - COMPUTER USEH.COMPUTER USEComplexityLevelHousekeeping Supervisors: use a computer daily to send and receive e-mails, to print outschedules and to maintain their inventory. They create theirown documents for use in the department.3COMPUTER USERefers to the varietyand complexity ofcomputer use withinthe employees’position.Computer Use is anEssential Skill that allCasino employeesneed to: Computer UseComputer Use ProfileHousekeeping Supervisors: use word processing. For example, to write incident reports, evaluations. use a spreadsheet. For example, to create a schedule, to maintain a weekly checkon housekeeping inventory. use bookkeeping, billing and accounting software. For example, they may share aspreadsheet with the warehouse which facilitates working with standing orders. use communication software. For example, e-mail for daily communication, forplacing orders with warehouse.Enter data intovariouscomputerizedtracking systemsand databasesUse email tocommunicate withothersUse documentand spreadsheetsoftware toprepare, edit,manipulate andanalyzeInformationManagedepartmentelectronic filesUse a variety ofelectronic devicesand resolve basictechnicaldifficultiesCanadian Gaming Centre of ExcellenceThe symbols , and are explained in the Notes section.12
HOUSEKEEPING SUPERVISOR - CONTINUOUS LEARNINGI.CONTINUOUS LEARNINGHow the Learning OccursLearning may be acquired:CONTINUOUSLEARNING as part of regular work activity. from co-workers. through training offered in the workplace.computer training.seminars such as Team Building.Refers to the ongoingprocess of acquiringnew skills andknowledge andapplying them in theworkplace.The symbols , and are explained in the Notes section.Continuous Learning isan Essential Skill thatall Casino employeesneed to: Identify trainingopportunities thatare availableLearn about newcasino equipment,products, servicesand proceduresIdentify andunderstand skillstrengths and theareas whereimprovement isneeded to becomesuccessful in othercasino positionsUse newly learnedskills andknowledge toimprove workCanadian Gaming Centre of Excellence13
HOUSEKEEPING SUPERVISOR - OTHER INFORMATIONJ.OTHER INFORMATIONIn addition to collecting information for this Essential Skills Profile, our interviews withHousekeeping Supervisors also asked about the following topics.Physical AspectsThe Housekeeping Supervisors interviewed mentioned thesephysical 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 carrygarbage. No heavy lifting.Supervisors need manual dexterity for keyboarding.AttitudesHousekeeping Supervisors are approachable andunderstanding.Future TrendsAffectingEssential SkillsHousekeeping Supervisors foresee the change of slotmachines to coinless gaming machines will mean less dirt,and fewer people manning the slot machine area to beNotesThroughout this document, the following codes have been used: indicates that most respondents use that skillindicates that some respondents use that skillindicates that few respondents use that skillindicates that none of the respondents use that skillCanadian Gaming Centre of Excellence14
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
