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BINGO CASHIER

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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

BINGO CASHIER

Canadian Gaming Centre of Excellence 1

The most important Essential Skills for Bingo Cashiers are:

• Oral Communication

• Computer Use

INTRODUCTION

Bingo Cashiers fulfil all responsibilities of monetary exchange and prize pay-outs relating to Bingo while providing exceptional customer service.

BINGO CASHIER - 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

Bingo Cashiers:

• read memos (on bulletin board or at sign-in) to keep current with everything that is going on in the casino in order to inform customers. (2)

• read procedures manual for the Bingo wickets, for full comprehension at first and to refresh memory as they gain experience. (2)

• read posters in staff area to learn about training opportunities. (1)

• read programmes, promotions and brochures to be up to date on casino activities. (1)

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

BINGO CASHIER - 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 with words, phrases, sentences or texts of a paragraph or

more. For example, U.S. currency, exchange slips, and reconciliation sheets.

>> read completed forms containing check boxes, numerical entries, phrases, ad-dresses, sentences or texts of a paragraph or more. For example, discrepancy reports from runners.

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

>>> obtain information from icons (e.g., computer toolbars).


Tasks Complexity

Level Examples

Bingo Cashiers:

• fill out the U.S. currency exchange slips using a calculator to determine the equivalent value, record time, date station, travellers cheque or cash, signature and customer’s signature. (2)

• read the labels on Bingo products. (1)

• fill in float sheets verifying reconciliation from the previous night with a physical count. (1)

• add up total sales and match to computer printout for end-of-day report. (2)

• keep track of cash drops during the shift by recording bag and seal number each time money is removed from their locker. (2)

• variety, speed and accuracy of handling raise the skill level to 3.


1-3

BINGO CASHIER - 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

Bingo Cashiers:

• fill out U.S. currency exchange slips. (2)

• fill out float sheets, reconciliation sheets, record drops. (2)

• write shift change, time off or vacation requests. (1)

• write an employee variance report if balance is over a certain amount. Explain where the variance might have occurred. (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

BINGO CASHIER - 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


a. Mathematical Foundations Used

Tasks

Complexity Level

Examples

Bingo Cashiers:

• exchange U.S. currency for Canadian and record the transaction. (2)

• sell Bingo products (paper books) and make change. (1)

• pay out winnings to customers. (1)

>>> Money Math

1-2

>> Scheduling or Budgeting/ Accounting Math

1 • keep strict records of floats and cash in their booths. (1)

>>> Numerical Estimation

3 • estimate the number of books of Bingo paper they will need. (1)

Number Concepts:

Whole Numbers >>> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, total up yellow copies of exchange slips and buy backs; divide the Bingo prize among 3 winners.

Rational Numbers - Decimals

>>> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, calculating dollar values.

Rational Numbers - Percent

>>> read percentages. For example, read their monthly balancing percentages, convert hours and minutes to decimals in order to estimate pay.

Patterns and Relations:

Equations and Formulae >>>

use formulae by inserting quantities for variables and solving. For example, insert the daily ex-change rate and apply a formula to convert the U.S. currency or to reconvert Canadian money to U.S. dollars.

BINGO CASHIER - NUMERACY

(continued)


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

The symbols >, >> and >>> are explained in the Notes section. b. How Calculations Are Performed Bingo Cashiers make calculations:

>>> in their head.

>> using a pen and paper.

>>> using a calculator.

>> using a computer. c. Measurement Instruments Used

Bingo Cashiers measure:

• time – using a clock to record time on U.S. exchange slips, to time breaks

• weight or mass – using scales for rolls of coin, machines for counting coin.


See Use of Documents for information on:

• using tables, schedules or other table-like text.

• using graphical presentations.

Statistics and Probability:

BINGO CASHIER - 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: Bingo Cashiers communicate:

>>> in person.

>>> using the telephone.

>> using a two-way radio to contact supervisor.

The symbols >, >> and >>> are explained in the Notes section. Environmental Factors Impacting Communication: Crowds sometimes get impatient, which puts stress on Cashiers. Cash sorting machines are noisy.

Tasks Complexity

Level Examples

Bingo Cashiers:

• interact with customers and build relationships with regulars. For example, chit chat, congratulate winners and provide information on request. (2)

• respond to complaints as well as you can; offer com-ment card if customer wishes to register a complaint. (2)

• call on supervisor if they need more money in their float, for overrides on large payouts. (1)

• discuss payroll or scheduling issues with supervisor. (1)

• co-operate with their co-workers, offer help, ask questions, keep a friendly environment in the wicket area. (1)

• call Technical Support to request help if a machine is malfunctioning or frozen. (1)

• call the Help Desk to inform about computer problems. (1)


1-2 2

BINGO CASHIER - 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 coCordinate 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

BINGO CASHIER - 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

Bingo Cashiers:

• contact Technical Support when a customer loses his/her account number. (1)

• use trial and error to troubleshoot machines. For example, turn off and on, check cords. (1)


1-2 2

Tasks Complexity

Level Examples

Bingo Cashiers:

• decide when it is appropriate to deal with a problem when a supervisor is not available and the customer is in a hurry. (2)

• when a mistake is made, own up to it and get supervisors help in solving the problem. (1)


1-2 2

Complexity Level

Description

Bingo Cashiers:

• use quiet periods to organize paperwork. (1)

• when working alone, adjust float according to predicted needs. (2)

• to avoid discrepancies, remember to check their area for loose money (machines, hoppers) whenever relief comes in with their cart. (1)

• cover thin staffing due to absences, modified staffing (staff who cannot work in certain areas to avoid lifting weight, standing long periods, smoking areas). (1)

2

BINGO CASHIER - THINKING SKILLS

(continued)


4. Significant Use of Memory

5. Finding Information

Examples

Bingo Cashiers:

• remember the code numbers for Bingo products.

• remember passwords and login procedures for several different computerized systems.

Complexity Level

Examples

Bingo Cashiers:

• make use of trouble shooting guides or operational sheets. (2)

• refer to procedures manuals. (2)

• refer to binders (memos and logs). (2)

• often call on supervisor to provide expertise. (1)

1-2

BINGO CASHIER - 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

Bingo Cashiers share a small area where they can often help each other with questions and new situations. They are not easily able to leave their booths, and often call on their supervisor to deal with customer complaints, etc. Participation in Supervisory or Leadership Activities Bingo Cashiers:

>>> have opportunities to make suggestions on improving work processes at informal meetings or though the suggestion box.

>>> orient new employees.


BINGO CASHIER - 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 Profile Bingo Cashiers:

>>> enter data into and obtain printouts from tracking programmes.


Complexity Level

Computer Use

Bingo Cashiers:

• use several distinct computerized tracking systems, sometimes toggling from one to another on the same screen. They enter data, obtain and read printouts from these systems.

2

BINGO CASHIER - 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:

> by applying previous experience in customer service.

>> as part of regular work activity.

>> from co-workers.

> through training offered in the workplace.


BINGO CASHIER - OTHER INFORMATION


J. OTHER INFORMATION

In addition to collecting information for this Essential Skills Profile, our interviews with Bingo Cashiers 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 Bingo Cashiers interviewed mentioned these physical aspects of their jobs.

May work on their feet and in a smoking area.

Future Trends Affecting Essential

Skills

Bingo Cashiers foresee more extensive use of computerized systems. They see that the TiTo (Ticket in/Ticket Out) system will reduce the need for handling large amounts of coin.

Attitudes Bingo Cashiers work in an area that is very exposed to the public and they must be approachable, friendly, and helpful. They must be knowledgeable and consistent in their observation of procedures.