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ESSENTIAL SKILLS PROFILEHOUSEKEEPING ATTENDANTWWW.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.INTRODUCTION1READING 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 Aspects14Attitudes14Notes14HIT THEJACKPOT BET ON ACAREER INGAMINGCanadian Gaming Centre of Excellence

HOUSEKEEPING ATTENDANTINTRODUCTIONThe most importantEssential Skills forHousekeepingAttendants are: OralCommunication Thinking Skills(ProblemSolving)Housekeeping Attendants are responsible for the meticulous cleaning of allpublic and back of the house areas within a full amenities casino utilizingindustrial cleaning supplies, equipment and methods.Housekeeping Attendants are also known as: HousekeepersCanadian Gaming Centre of Excellence1

HOUSEKEEPING ATTENDANT - READING TEXTA.READING TEXTTasksTypicalComplexityLevelHousekeeping Attendants: read labels on cleaning products and instructions onproper use. (2) may read WHMIS (Workplace Hazardous MaterialsInformation Sheets) and MSDS (Material Safety DataSheets) when using a product for the first time; beaware of potential hazardous reactions and emergencyprocedures or consult with supervisor. (2) read bulletin boards for new information pertaining tocasino events (lotteries, bus tours, entertainment) inorder to be able to inform guests. (2) read memos (posted on bulletin board) about changesin 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)1-2MostComplexREADING TEXTRefers to readingmemos, schedulesand proceduremanuals.Reading Text is anEssential Skill that allCasino employeesneed to: Read bulletinboards for memos,job openings,generalannouncementsand trainingopportunitiesRead proceduremanuals,maintenancemanuals andMSD sheetsRead casinoentertainmentand special eventinformation topass along tocustomersExamplesReading ProfilePurpose for ReadingType of TextTo scan for specific information/To locateinformation.To skim foroverall meaning,to get the “gist”.Forms Labels onsTo read thefull text tounderstand orto learn.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 ATTENDANT - DOCUMENT USEB.USE OF 2DOCUMENT USERefers tounderstandingdocuments that havea combination ofwords, numbers,symbols, colors andshapes together.ExamplesHousekeeping Attendants: read labels on cleaning products and instructions onproper 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 inschedule. For example, training opportunities offered, orwhen 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)Document Use ProfileDocument 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 directionalsignsHousekeeping Attendants: read signs, labels or lists. For example, place warnings (wet floor); labels on cleaningproducts, check supply lists. complete forms by marking check boxes, recording numerical information or enteringwords, phrases, sentences or texts of a paragraph or more. For example, incidentreports. 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.Canadian Gaming Centre of ExcellenceThe symbols , and are explained in the Notes section.3

HOUSEKEEPING ATTENDANT - Complex2Housekeeping Attendants: label cleaning products clearly after transferring them tosmaller containers from bulk containers. (1) use standard abbreviations and acronyms used in thecasino and in the cleaning business. For example, LOA,MSDS, MR. (2) fill out workplace forms.(2)WRITINGRefers to understanding documents thathave a combination ofwords, numbers, symbols, colors andshapes together.Writing ProfilePurpose for WritingLengthTo organize/TorememberTo keep arecord/TodocumentTo inform/To requestinformationTextsrequiringless thanoneparagraphof newtext Textsrarelyrequiringmore thanoneparagraph 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 directionalsignsExamplesTo persuade/To justify arequest To present ananalysis orcomparisonTopresent anevaluationor critiqueToentertain LongertextsCanadian Gaming Centre of ExcellenceThe symbols , and are explained in the Notes section.4

HOUSEKEEPING ATTENDANT - NUMERACYD.NUMERACYTasksNUMERACYRefers to usingnumbers and thinkingin quantitative terms.(counting cash,calculating winnings) MoneyMath Schedulingor Budgeting/AccountingMath NumericalEstimationComplexityLevelHousekeeping Attendants: do not handle money as part of their duties.2 may check their own pay stubs and banked overtime.(2)1 estimate time required for special tasks. (1)estimate the supplies needed in order to maintainlevels in the storage areas. (1)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 compoundsExamplesThe symbols , and are explained in the Notes section.Math Skills Profilea.Mathematical Foundations UsedNumber Concepts:Whole NumbersRational Numbers Fractions read and write, count, round off, add or subtract,multiply or divide whole numbers. For example,counting supplies. read and write, add or subtract fractions. Forexample, in totalling hours worked. may use a rate showing comparison between twoquantities with different units, use a ratio showingcomparison between two quantities with the sameunits, use a proportion showing comparisonbetween two ratios or rates in order to solveproblems. For example, diluting cleaning solutions with water to achieve a specified ratio, suchas 1:12. (not necessarily done presently becauseof new dispensers which give out the proper mix.)Patterns and Relations:Use of Rate, Ratio andProportionThe symbols , and are explained in the Notes section.Canadian Gaming Centre of Excellence5

HOUSEKEEPING ATTENDANT - NUMERACY(continued)b.How Calculations Are PerformedHousekeeping Attendants make calculations: in their head.The symbols , and are explained in the Notes section.c.Measurement Instruments UsedHousekeeping 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.Canadian Gaming Centre of Excellence6

HOUSEKEEPING ATTENDANT - ORAL COMMUNICATIONE.ORAL COMMUNICATIONTasksORALCOMMUNICATIONRefers to talking toexchange information.(explaining Gamingrules and Casinoinformation tocustomers.Oral Communication isan Essential Skill thatall Casino employeesneed to: 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 plesHousekeeping Attendants: greet, give information and respond to questions fromcustomers. (1) participate in pre-shift meetings where staff receivegeneral information, announcements and givefeedback. (2) offer compliments for good work to co-workers. (1) respond to requests for clean-up by radio. (1)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 routinecleaning and they carry two-way radios to receive special requests from their supervisors.Canadian Gaming Centre of Excellence7

HOUSEKEEPING ATTENDANT - ORAL COMMUNICATION(continued)Oral Communication ProfilePurpose for Oral CommunicationTo entertainTo negotiate, resolve conflictTo instruct, instil understanding,knowledgeTo facilitate, animateTo persuadeTo discuss (exchange information,opinions)To reassure, comfortTo co ordinate work with that ofothersTo seek, obtain informationTo provide/ receive information,explanation, directionTo take messagesTo greetTypeListening(little or nointeraction)Speaking(little or nointeraction)Interact withco-workers Interact withthose yousupervise ordirectInteract withsupervisor/managerInteract withcustomers/clients/publicInteract withsuppliers,servicers Participatein groupdiscussion Presentinformationto a smallgroupPresentinformationto a largegroupThe symbols , and are explained in the Notes section.Canadian Gaming Centre of Excellence8

HOUSEKEEPING ATTENDANT - THINKING SKILLSF.1.THINKING SKILLSProblem SolvingComplexityLevelTasksTypicalRefers 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.Thinking Skills areEssential Skills that allCasino employeesneed to: Assess a situationand reactappropriatelyEvaluate ifcurrency seemssuspiciousPrioritize the orderin which tasks arecompleted byconsideringdeadlines andresourcesHousekeeping Attendants: lend first assistance to fallen guests and contactsSecurity. (frequently) (1) appease upset patrons. For example, removing apatron’s unfinished drink or spilling on a patron’sclothing. (2)1-2MostComplexTHINKING SKILLS2.ExamplesDecision ping Attendants: assist supervisor in covering all areas and consideringpriorities. (1)MostComplex3.Job Task Planning and OrganizingComplexityLevel1Canadian Gaming Centre of ExcellenceDescriptionHousekeeping Attendants: Housekeeping staff is assigned to designated areas and duties areusually very clear. They must be able to prioritize when specialsituations arise. For example, snowy or muddy entry area.9

HOUSEKEEPING ATTENDANT - THINKING SKILLS(continued)4.Significant Use of MemoryExamplesHousekeeping Attendants: remember co-workers names and faces. remember and deliver messages to co-workers.5.Finding InformationComplexityLevel1-2Canadian Gaming Centre of ExcellenceExamplesHousekeeping Attendants: get information from the labels of cleaning products. (2) rely on their supervisor or experienced co-worker for updatedinformation, new procedures, etc. (1)10