essential skills profile housekeeping attendant · 2017-01-17 · housekeeping attendants are: •...

HOUSEKEEPING ATTENDANT

WWW.GAMINGCENTREOFEXCELLENCE.CA

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

Notes 14

HOUSEKEEPING ATTENDANT

Canadian Gaming Centre of Excellence 1

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


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


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.


Tasks Complexity

Level Examples


• 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)


1-2 2

HOUSEKEEPING ATTENDANT - 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


• 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


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


• 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)


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.


HOUSEKEEPING ATTENDANT - 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: 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


• 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)


1-2 2

HOUSEKEEPING ATTENDANT - 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 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


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


• 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)


1-2

Tasks Complexity

Level Examples


• assist supervisor in covering all areas and considering priorities. (1)


1

Complexity Level

Description


• 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)


4. Significant Use of Memory

5. Finding Information

Examples


• remember co-workers names and faces.

• remember and deliver messages to co-workers.

Complexity Level

Examples


• 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


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.


HOUSEKEEPING ATTENDANT - 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

Housekeeping Attendants do not have access to computers for use on the job.

HOUSEKEEPING ATTENDANT - 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:

>> 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.


HOUSEKEEPING ATTENDANT - OTHER INFORMATION


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.

essential skills profile housekeeping attendant · 2017-01-17 · housekeeping attendants are: •...

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