ESSENTIAL SKILLS PROFILE

HOUSEKEEPING SUPERVISOR/
SHIFT MANAGER

WWW.GAMINGCENTREOFEXCELLENCE.CA
 TABLE OF CONTENTS

INTRODUCTION 1
Essential Skills
are the skills READING TEXT 2
people need for
work, learning USE OF DOCUMENTS 3
and life.
WRITING 4
Human Resources
and Skills NUMERACY 5
Development Canada
have identified nine
essential skills that are
ORAL COMMUNICATION 7
the foundation to
success in today’s THINKING SKILLS 9
workplace.
1. Problem Solving 9
They provide the 2. Decision Making 9
foundation for learning
all other skills and 3. Job Task Planning and Organizing 9
enable Gaming
employees to evolve in 4. Significant Use of Memory 10
their jobs and adapt to 5. Finding Information 10
workplace change.

Without adequate WORKING WITH OTHERS 11

levels of Essential
Skills, employees’ COMPUTER USE 12
productivity, training
and career options in CONTINUOUS LEARNING 13
Gaming may be
limited. OTHER INFORMATION 14
Essential Skills are Physical Aspects 14
critical to the Gaming
Industry. Attitudes 14
Future Trends Affecting Essential Skills 14
HIT THE Notes 14
JACKPOT…
BET ON A
CAREER IN
GAMING

Canadian Gaming Centre of Excellence

 HOUSEKEEPING SUPERVISOR

INTRODUCTION

Housekeeping Supervisors oversee the deployment and performance of

The most important casino housekeeping staff. They keep employment records, maintain an
Essential Skills for inventory of materials and respond to requests for service from all
Housekeeping
Supervisors are:
departments.

• Oral Housekeeping Supervisors are also known as:

Communication • Housekeeping Shift Managers

• Document Use

• Computer Use

Canadian Gaming Centre of Excellence 1

 HOUSEKEEPING SUPERVISOR - READING TEXT

A. READING TEXT

Complexity
Tasks Examples
Level
Housekeeping Supervisors:
• read e-mails and memos from management and other
Typical 1-2 departments, sort, file, decide what should be
communicated to the staff. (2)
Most 3 • read training information to pass on to staff. (2)
Complex • read log entries from previous shift. (1)
READING TEXT • read, refer to procedures manuals (Housekeeping and
General) and interpret them for staff. (3)
Refers to reading • consult MSDS (Material Safety Data Sheets) sheets
memos, schedules and WHMIS (Workplace Hazardous Materials
and procedure Information System). (2)
manuals.

Reading Text is an
Essential Skill that all Reading Profile
Casino employees
need to:
Purpose for Reading
• Read bulletin
boards for memos, Type of Text To scan for spe- To skim for To read the To read the full
job openings, cific information/ overall meaning, full text to text to critique
general To locate to get the “gist”. understand or or to evaluate.
announcements information. to learn.
and training
opportunities Forms >> >> >>
• Read procedure
manuals, Labels > >>
maintenance
Notes,
manuals and
MSD sheets Letters, >> >>
• Read casino Memos
entertainment
and special event Manuals,
information to Specifica- >>
tions, >>
pass along to
customers Regulations

Reports,
Books,
Journals

The symbols >, >> and >>> are explained in the Notes section.

Canadian Gaming Centre of Excellence 2

 HOUSEKEEPING SUPERVISOR - DOCUMENT USE

B. USE OF DOCUMENTS

Complexity
Tasks Examples
Level
Housekeeping Supervisors:
• respond to and act on e-mails each day. These may be
Typical 1-3 requests, complaints, casino information on upcoming
promotions. (2)
Most 3
• record daily events in a daily log. (2)
Complex
• consult and adjust schedule for deployment of a staff,
find substitutes or fill in for absentees, with attention to
DOCUMENT USE rotation, modified duties, etc. (2)
• may conduct shift appraisals and enter a report on the
Refers to employee file. File may be physical or electronic. (2)
understanding • use employee file information to compile an employee
documents that have evaluation (yearly). Submit to management. (3)
a combination of • consult MSDS (Material Safety Data Sheets) and
words, numbers, WHMIS (Workplace Hazardous Materials Information
symbols, colors and System) information for new products. (2)
shapes together. • fax end-of-shift attendance record to Payroll. (1)
• sign in/out radios and keys to staff. (1)
Document Use is an • keep an inventory of warehoused materials and file
Essential Skill that all purchase requests.
Casino employees • may amend a standing purchase order to compensate
need to: for missing supplies. (2)
• may accompany contracted workers and write an
• Scan flow charts to Incident Report (good or bad) on their work. (2)
learn sequencing • sign packing slips for purchased materials. (1)
of simple tasks
and processes Document Use Profile
• Complete forms,
procedural >> read signs, labels or lists.
checklists and
end-of-day reports >> complete forms by marking check boxes, recording numerical information or entering
• Identify WHMIS words, phrases, sentences or texts of a paragraph or more.
and other casino > read completed forms containing check boxes, numerical entries, phrases, ad-
workplace dresses, sentences or texts of a paragraph or more. For example, log entries.
symbols, icons
and directional >> read tables, schedules and other table-like text. For example, read and make
signs changes 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 or
materials.
> 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 (Workplace
Hazardous Materials Information System).

The symbols >, >> and >>> are explained in the Notes section.

Canadian Gaming Centre of Excellence 3

 HOUSEKEEPING SUPERVISOR - WRITING

C. WRITING

Complexity
Tasks Examples
Level
Housekeeping Supervisors:
• record daily events in log. (1)
Typical 1-3
• write drafts of employee evaluations, drawing on
information in the employee file. (3)
Most 3
• may provide input for creating or revising Housekeeping
Complex Procedures manual, including detailed description of the
routine in each area, application of Health and Safety
WRITING
guidelines. (3)
Refers to understand- • write incident reports, including illness and accident. (2)
ing documents that • write and respond to e-mails on routine matters. (1)
have a combination of • keep an inventory of cleaning materials in the area and
words, numbers, sym- file purchase requests. (2)
bols, colors and
shapes together.

Document Use is an Writing Profile

Essential Skill that all
Casino employees
Purpose for Writing
need to:
Length To or- To keep a To inform/ To persuade/ To present an To To
• Scan flow charts to ganize/ record/ To request To justify a analysis or present an entertain
To To information request comparison evaluation
learn sequencing remem- document or critique
of simple tasks ber
and processes Texts
• Complete forms, requiring
procedural less than
one >> >> >> >>
checklists and
paragraph
end-of-day reports of new
• Identify WHMIS text
and other casino
Texts
workplace
rarely
symbols, icons requiring >>
and directional more than
signs one
paragraph
Longer
>> >>
texts

The symbols >, >> and >>> are explained in the Notes section.

Canadian Gaming Centre of Excellence 4

 HOUSEKEEPING SUPERVISOR - NUMERACY

D. NUMERACY
Complexity
Examples
Tasks Level
Housekeeping Supervisors:
• maintain records so as to remain within the limits of
>> 1
their standing purchase orders.
Money Math
>> 2 • keep a running inventory of cleaning products,
Scheduling or input products used, re-order as needed, and
Budgeting/ report weekly. (2)
Accounting • adjust schedule daily, report to Payroll on time off
NUMERACY Math and late arrivals. (2)
Refers to using > 2 • determine whether they are overstocked or in need
numbers and thinking Data Analysis of certain materials by reviewing the inventory. (2)
in quantitative terms. Math
(counting cash, >> 1 • estimate time needed to replenish supplies to
calculating winnings) Numerical proper level. (1)
Estimation
Numeracy is an
Essential Skill that all The symbols >, >> and >>> are explained in the Notes section.
Casino employees
need to: Math Skills Profile

• Calculate winnings a. Mathematical Foundations Used

according to
placement of Number Concepts:
chips, betting Whole Numbers >> read and write, count, round off, add or subtract,
odds and values multiply or divide whole numbers. For example,
assigned to chips count hours worked or check inventory.
• Count cash in
opening and Rational Numbers - > read and write, add or subtract fractions, multiply
closing balances Fractions or divide by a fraction, multiply or divide fractions.
and customer For example, add parts of cases to inventory.
transactions Rational Numbers - >> read and write, round off, add or subtract
• Estimate time Decimals decimals, multiply or divide by a decimal, multiply
required to or divide decimals. For example, calculate money
complete tasks remaining in a standing purchase order. Convert
• Estimate crowd hours to decimals.
flow
• Measure, Patterns and Relations:
calculate and use Use of Rate, Ratio and > may use a rate showing comparison between two
ratios to mix Proportion quantities with different units. For example, may
cleaning solutions calculate the ratio of product to water to be used in
and compounds a dispenser.
See Use of Documents for • using tables, schedules or other table-like text.
information on: • using graphical presentations.

The symbols >, >> and >>> are explained in the Notes section.

Canadian Gaming Centre of Excellence 5

 HOUSEKEEPING SUPERVISOR - NUMERACY
(continued)

b. How Calculations Are Performed

Housekeeping Supervisors make calculations:

>> in their head.
>> using a calculator.

The symbols >, >> and >>> are explained in the Notes section.

c. Measurement Instruments Used

Housekeeping Supervisors measure:

time – using a clock
liquid volume – using dispensing units.

The symbols >, >> and >>> are explained in the Notes section.

Canadian Gaming Centre of Excellence 6

 HOUSEKEEPING SUPERVISOR - ORAL COMMUNICATION

E. ORAL COMMUNICATION

Complexity
Tasks Examples
Level
Housekeeping Supervisors:
Typical 1-3 • give individual, caring attention to those who bring
problems to work. Listen to their point of view. (2)
Most 3 • conduct pre-shift meetings to update staff and discuss
Complex deployment changes. (3)
ORAL • speak to customers on the floor, respond to complaints,
COMMUNICATION reassure customers after spillage or becoming ill;
sympathize about machines not paying, offer Addictions
Refers to talking to Foundation information. (2)
exchange information. • meet with supervisors and Casino Manager daily,
(explaining Gaming especially to discuss staffing issues. (2)
rules and Casino • contact Security. For example, an ambulance has been
information to called, please be sure the way is clear for them. (1)
customers. • speak with supervisors of other departments. For
example, discuss requirements for promotional and
Oral Communication is special events. (2)
an Essential Skill that
all Casino employees
need to:
Modes of Communication Used:
• Educate
customers about Housekeeping Supervisors communicate:
responsible
gaming and >> in person.
ensuring anyone > using the telephone.
who is having
difficulty gets the >> using a two-way radio and use number codes. For example, a spill is a 10-04.
assistance that
they need The symbols >, >> and >>> are explained in the Notes section.
• Explain casino
information,
services, gaming Environmental Factors Impacting Communication:
products and
gaming rules to None were mentioned.
customers
• Ask questions to
clarify job tasks
and expectations
• Speak respectfully
to customers and
co-workers when
dealing with
complex issues or
resolving conflicts

Canadian Gaming Centre of Excellence 7

 HOUSEKEEPING SUPERVISOR - ORAL COMMUNICATION
(continued)

Oral Communication Profile

Purpose for Oral Communication

To greet

To take messages

explanation, direction
To provide/ receive information,

To seek, obtain information

others
To co ordinate work with that of

To reassure, comfort

opinions)
To discuss (exchange information,

To persuade

To facilitate, animate

knowledge
To instruct, instil understanding,

To negotiate, resolve conflict

To entertain
Type

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

The symbols >, >> and >>> are explained in the Notes section.

Canadian Gaming Centre of Excellence 8

 HOUSEKEEPING SUPERVISOR - THINKING SKILLS

F. THINKING SKILLS

1. Problem Solving

Complexity
Tasks Examples
Level
Housekeeping Supervisors:
Typical 1-3 • deal with scheduling changes almost every day. (2)
• deal with upset clients over spills, gum on chair, etc.
THINKING SKILLS Most 3 Want to prevent liability situations. (3)
Complex
Refers to the process
of evaluating ideas or
information to reach a
2. Decision Making
rational decision.
Thinking Skills
includes problem Complexity
solving, decision Tasks Examples
Level
making, job task Housekeeping Supervisors:
planning and Typical 1-3 • decide what action to take with irate clients. (2)
organizing, significant • make decisions about deployment of staff, assigning
use of memory and Most 3 unpleasant cleanup jobs. (3)
finding information Complex
from text, people and
computerized data-
bases.
3. Job Task Planning and Organizing
Thinking Skills are
Essential Skills that all Complexity
Casino employees Description
Level
need to:
Housekeeping Supervisors:
2 • do paperwork (schedules, inventory) at the beginning of their shifts.
• Assess a situation
• Facilitate pre-shift meetings to deploy staff and arrange breaks for
and react
the staff. When they are short-staffed, they may have to stand in
appropriately
themselves.
• Evaluate if
currency seems
suspicious
• Prioritize the order
in which tasks are
completed by
considering
deadlines and
resources

Canadian Gaming Centre of Excellence 9

 HOUSEKEEPING SUPERVISOR- THINKING SKILLS
(continued)

4. Significant Use of Memory

Examples
Housekeeping Supervisors:
• carry notebooks to help them remember all the details that come to their attention
during the shift. Remember how to do paperwork correctly.

5. Finding Information

Complexity
Examples
Level
Housekeeping Supervisors:
1-2 • go to their managers or co-workers for information. (1)
• refer to data sheets for information about new products. (2)

Canadian Gaming Centre of Excellence 10

 HOUSEKEEPING SUPERVISOR - WORKING WITH OTHERS

G. WORKING WITH OTHERS

Participation in Supervisory or Leadership Activities

Housekeeping Supervisors make a point of knowing their staff personally. They circulate
constantly, keeping in touch with staff deployed in all parts of the building. They emphasise
fairness in the rotation of staff to the different areas, the equitable treatment of absences
and illness, the distribution of breaks.

Housekeeping Supervisors:
>> participate in formal discussions about work processes or product improvement.
WORKING WITH
OTHERS >> participate in formal discussions concerning the allocation of responsibilities within
own group or appropriate goals for the work group or methods for achieving goals.
Refers to employees
>> have opportunities to make suggestions on improving work processes.
working together to
carry out tasks. >> monitor and evaluate the work performance of others.
>> inform other workers or demonstrate to them how tasks are performed. For example,
Working with Others is
demonstrate a new product.
an Essential Skill that
all Casino employees >> orient new employees.
need to:
> make hiring recommendations. For example, a move from casual to part-time status.
• Co-operatively >> assign routine tasks to other workers.
work with others to
>> assign new or unusual tasks to other workers.
exceed casino
service standards > identify training that is required by, or would be useful for, other workers.
• Coach and mentor
> deal with other workers’ complaints.
new employees
• Make suggestions
The symbols >, >> and >>> are explained in the Notes section.
on improving
teamwork and
casino service
(break schedules,
shift times)
• Co-operatively
work with others to
repair casino
equipment

Canadian Gaming Centre of Excellence 11

 HOUSEKEEPING SUPERVISOR - COMPUTER USE

H. COMPUTER USE

Complexity
Computer Use
Level
Housekeeping Supervisors:
3 • use a computer daily to send and receive e-mails, to print out
schedules and to maintain their inventory. They create their
own documents for use in the department.

COMPUTER USE Computer Use Profile

Refers to the variety Housekeeping Supervisors:

and complexity of
>> use word processing. For example, to write incident reports, evaluations.
computer use within
the employees’ >> use a spreadsheet. For example, to create a schedule, to maintain a weekly check
position. on housekeeping inventory.
> use bookkeeping, billing and accounting software. For example, they may share a
Computer Use is an
spreadsheet with the warehouse which facilitates working with standing orders.
Essential Skill that all
Casino employees >> use communication software. For example, e-mail for daily communication, for
need to: placing orders with warehouse.

• Enter data into

The symbols >, >> and >>> are explained in the Notes section.
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

Canadian Gaming Centre of Excellence 12

 HOUSEKEEPING SUPERVISOR - CONTINUOUS LEARNING

I. CONTINUOUS LEARNING

How the Learning Occurs

Learning may be acquired:

>> as part of regular work activity.

>> from co-workers.
>> through training offered in the workplace.
CONTINUOUS computer training.
LEARNING seminars such as Team Building.

Refers to the ongoing The symbols >, >> and >>> are explained in the Notes section.
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

Canadian Gaming Centre of Excellence 13

 HOUSEKEEPING SUPERVISOR - OTHER INFORMATION

J. OTHER INFORMATION

In addition to collecting information for this Essential Skills Profile, our interviews with
Housekeeping Supervisors also asked about the following topics.

Physical Aspects The Housekeeping Supervisors interviewed mentioned these

physical 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 carry
garbage. No heavy lifting.
• Supervisors need manual dexterity for keyboarding.

Attitudes Housekeeping Supervisors are approachable and

understanding.

Future Trends Housekeeping Supervisors foresee the change of slot

Affecting machines to coinless gaming machines will mean less dirt,
Essential Skills and fewer people manning the slot machine area to be

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

Canadian Gaming Centre of Excellence 14