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VALET 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

Future Trends Affecting Essential Skills 14

Notes 14

VALET ATTENDANT

Canadian Gaming Centre of Excellence 1

The most important Essential Skills for Valet Attendants are:

• Oral Communication

• Working With Others

INTRODUCTION

Valet Attendants provide customer service by parking and retrieving the ve-hicles of the Casino visitors.

VALET 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

Valet Attendants:

• read memos to keep up to date with changes. For example, entertainment notices, VIP arrivals, traffic flow changes or allotment of extra stalls. (1)

• read traffic signs and signals. (1)

• read claim checks to retrieve cars. (1)

• refer guests to the policies and procedures printed on the back of the valet ticket. (2)

• refer to “refusal” list which permits valets to refuse to drive a vehicle. (occasionally) (1)

• read the procedures manual when they start the job. (2)

Typical Most Complex

1-2 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

VALET 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 >> 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.

>> read tables, schedules and other table-like text (e.g., read work shift schedules).

>> make sketches.


Tasks Complexity

Level Examples

Valet Attendants:

• consult the shift schedule. (1)

• checks listings for approval of holidays. (1)

• reads licence numbers on cars and on slips. (1)

• reads handicap permits. (1)

• may read documents offered as proof of ownership if slip is lost. (occasionally) (1)

• enters on valet slip a description of any damage ob-served on a car to be parked. (1)

• when acting as valet captain, signs for a float and fills out a reconciliation sheet. (1)

• fills out claim slips with licence number and make of car, stamps claim with the date and time. (1)

• may make sketches for an accident report. (1)


1 1

VALET 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

Valet Attendants:

• fill out claim checks (also called slips, tags) with licence number and make of car. (1)

• write brief descriptions of damage noted on cars. (1)

• fill out and sign a reconciliation sheet when handling cash at the valet captain’s desk. (1)

Typical

Most

Complex

1 1

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

VALET 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

Valet Attendants:

• as valet captain, make change and record cash flow.

>> Money Math

1

>> Scheduling or Budgeting/ Accounting Math

2 • as valet captain, handle a float and complete a reconciliation sheet.

Numerical Estimation

1 • estimate distances and angles.

Number Concepts:

Whole Numbers >> read and write, count, round off, add and subtract, multiply or divide whole numbers. For example make change and balance a reconciliation sheet.

Rational Numbers - Decimals

>> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide deci-mals. For example they balance dollars and cents on a reconciliation sheet.

Shape and Spatial Sense:

See Use of Documents for infor-mation on:

• recognizing common angles.

• drawing, sketching or forming common forms and figures.

Statistics and Probability:

See Use of Documents for infor-mation on:

• tables, schedules or other table-like text.

VALET ATTENDANT - NUMERACY

(continued)


b. How Calculations Are Performed Valet Attendants make calculations:

>> in their head.

>> using a calculator.

The symbols >, >> and >>> are explained in the Notes section. c. Measurement Instruments Used Valet Attendants measure:

>> time – using a time clock to stamp stubs.


VALET 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: Valet Attendants communicate:

>> in person.

>> using a two-way radio between the captain’s desk and the valet parking area

The symbols >, >> and >>> are explained in the Notes section. Environmental Factors Impacting Communication: Valets work in two separate areas, the casino entrance and the valet parking area. They communicate by two-way radio.

Tasks Complexity

Level Examples

Valet Attendants:

• interact with the guests offering information, giving directions, availability of promotions. (1)

• report suspicious contents of cars to Security. (1)

• are diplomatic and discrete while handling sensitive situations. (2)

• participate in pre-shift meetings where they give their supervisor an update on occurrences. (1)

• receive information and updates from supervisor. For example, about complimentary valet tickets, special promotions, or to discuss scheduling. (1)

• order supplies for the captain’s desk from the supervisor. (1)


1-2 2

VALET 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

VALET 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

Valet Attendants:

• have to deal with guests who are upset, offering sympathy and explanations. (2)

• refuse to handle guest cars in certain circumstances. (1)

• know when to refrain from helping motorists who are having mechanical difficulties. This is in order to avoid casino responsibility for false claims. For example, when a guest needs a boost, the valet can bring booster cables but must not apply them. (2)


1-2

Tasks Complexity

Level Examples

Valet Attendants:

• decide when not to accept a vehicle for valet service (damaged, dirty or needing special care while driving) according to established guidelines and handle the situation with diplomacy and discretion. (2)

• decide when a situation observed in the parking area should be reported to Security. (1)


1-2 2

Complexity Level

Description

Valet Attendants:

• check vehicles for roadworthiness and for damage before accepting them. When acting as captain they must assemble office supplies, sign out a float and be ready to receive guests at opening time. Valets co-ordinate their work between the front entrance and the lot by way of a two-way radio.

1

VALET ATTENDANT - THINKING SKILLS

(continued)


4. Significant Use of Memory

5 Finding Information

Examples

Valet Attendants:

• try to remember the faces of regular guests.

Complexity Level

Description

Valet Attendants:

• for the most part, rely on their supervisor to provide information. Although they try to be knowledgeable about casino events, they usually refer guests to Customer Service.

1

VALET 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

Valet Attendants work in two separate areas, the casino entrance and the valet parking area. They communicate by two-way radio. Valets serve as captain by rotation, and attend preBshift meetings to exchange information with co-workers and supervisors. They generally follow an established schedule and have clear guidelines to follow in their customer relations. Supervisors seek their input when changes are under consideration, for example changes in the distribution of the parking areas. Participation in Supervisory or Leadership Activities

Valet Attendants:

>> have opportunities to make suggestions on improving work processes.

>> monitor the work performance of others.

>> orient new employees.


VALET 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

Computer Use

Valet Attendants:

• use the point-of-sale system to record transactions. Otherwise they do not have access to a computer.

VALET 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:

• through training offered in the workplace. For example, Valet Attendants may take shuttle bus training in order to be able to stand in for bus drivers.

• through day-long customer service oriented seminars provided by the organization.

VALET ATTENDANT - OTHER INFORMATION


J. OTHER INFORMATION

In addition to collecting information for this Essential Skills Profile, our interviews with Valet 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 Valet Attendants interviewed mentioned these physical aspects of their jobs:

Valets need the co-ordination and vision required of any professional driver. They are observant in order to alert Security to any suspicious or unusual behaviour on the lot. Valets are very active. They are getting in and out of cars, walking indoors and out for the duration of their shifts.

Future Trends Affecting Essential

Skills

No changes foreseen.

Attitudes Valet drivers recognize the need for an upbeat, approachable attitude that translates into good customer service. They are responsible and conscious of potential liability while in charge of the guests’ vehicles.