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Casino Skills for Working with Others Participant Manual: Edition 1.0

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Casino Skills for Working with Others Participant Manual: Edition 1.0 Casino Skills for Working with Others Participant Manual: Edition 1.0 Casino Skills for Working with Others: Essential Skills for the Gaming Industry Produced By: The Canadian Gaming Centre of Excellence (An operating division of The Manitoba Lotteries Corporation) 983 St. James Street Winnipeg, Manitoba R3H 0X2 (204) 957-2504 ext. 8498 e-mail: [email protected] Contact: Judith Hayes, Director Dayna Hinkel, Business Development Officer © 2010 Canadian Gaming Centre of Excellence (CGCE). All rights reserved. All material in this manual is the property of the CGCE. This publication, or any part thereof, may be used free of charge and permission is granted to reproduce for personal or educational use only. Commercial copying or selling is prohibited. In all cases this copyright notice must remain intact. Special Thanks: The Canadian Gaming Centre of Excellence would like to acknowledge the assistance of the following organizations and individuals in producing this manual: Aseneskak Casino Judy Goodridge, Chief Operating Officer Eleanor Gabriel, Human Resources Delores Lavallee, Manager, Human Resources Atlantic Lottery Corporation Alison Stultz, Director Organizational Development British Columbia Lottery Corporation: Mitch Romanchook, Manager Technical Services Talent Management – Human Resources Canadian Gaming Association Paul Burns, Vice President of Public Affairs Casino Rama Debra Pratt, Chief People Officer Century Casino & Hotel Nicole Jofre, Human Resources Great Canadian Gaming Corporation Sally Hart, Executive Director Human Resources Brenda Fearman, Director Human Resources Vonn Parker, Director Human Resources Mo-Jean Lai, Director Training & Development Gary Moore, Regional Manager Human Resources Grey Eagle Casino Carrie Manitopyes, Human Resources Manager Manitoba Lotteries Corporation Judith Hayes, Director Employee Services & Organizational Development Dayna Hinkel, Business Development Officer Barb Celic, Training Specialist Manitoba Tourism Education Council Shannon Fontaine, Chief Executive Officer Niagra Casinos Tammy Sweeny, Director Employee Programs Ontario Lottery and Gaming Corporation Priscilla Fraser, Senior Manager Training & Development Anne Gervais, Director HR Gaming & Office of Player Protection Paragon Gaming Brent Fleming, Vice-President Human Resources & Organizational Development Sandra Riedlinger, Regional Learning & Development Specialist Saskatchewan Gaming Corporation Nadine Milne, Manager Learning & Development Saskatchewan Indian Gaming Authority Tammy Vermette, Director of Learning & Development Jason Chickosis, Learning & Development Consultant Ari Avivi, Learning & Development Consultant Trevor Smith, Learning & Development Consultant Pat Brooks, Learning & Development Consultant Table of Contents ► Introduction ► How to Use this Manual ► Facilitator’s Guide ► Foundations: 1. Demonstrating Professionalism 2. Communicating Effectively 3. Giving and Receiving Feedback 4. Working on a Team ► Job Families: 1. Bank 2. Customer Services/Administration 3. Food and Beverage Services 4. Housekeeping and Grounds 5. Maintenance and Facilities 6. Retail 7. Security 8. Slots/Electronic Gaming/Bingo 9. Table Games 10. Uniforms 11. Warehouse H ow to Use This Manual The workbook is organized into two separate parts to be as flexible and user- friendly as possible for you and your learners: 1. Foundations 2. Job Families 1. Foundations Professionalism Demonstrating Foundation Section This is a review of the general, underlying Working with Others skills required Demonstrating by most Gaming occupations. Foundations is organized by topics. Topics Professionalism include, for example: − Demonstrating Professionalism − Communicating Effectively − Giving and Receiving Feedback − Working on a Team Each Foundation section is organized as follows: Title: Eg. Demonstrating Professionalism Introduction Some jobs that need these skills person’s attitude, behaviour and commitment to doing their job well is include: called professionalism. It’s what allows a person to succeed at work. Bank Senior Cashier It’s what people notice about someone who takes special care in how Bank Supervisor/Shift Manager A Banquet Supervisor/Shift Manager they present themselves on the job, how they treat others, how they respect Bartender Beverage Server their workplace and how hard they work. Being professional on the job is what Bingo Caller/Checker makes the difference between being an average employee and an outstanding Teaching Tips: Provides tips to help you conduct training on or tutor learners Bingo Cashier Bingo Supervisor employee. Bingo Volunteer Coordinator Box Person (Craps) Casino Bank Cashier/Clerk In this section, you will learn how to: Casino Gaming Technincian − Casino Host/Player Services Conduct yourself professionally Representative − Learn about your job and know your workplace Chef on the skills in the section. Included in many, but not all, of the Foundations Cook − Present a professional appearance Countroom Cashier − Follow the chain of command Countroom Supervisor/Shift Manager Dealer − Display a positive attitude Dining Room Cashier Dining Room Supervisor/Shift Manager Executive Host Facility Supervisor/Shift Manager sections. Facility Technician Food and Beverage Host Guest Services Representative Guest Services Supervisor/Shift Manager Housekeeping Attendant Housekeeping Supervisor/Shift Manager Investigative Security Officer Kitchen Helper Maintenance Technician Pit Manager/Pit Boss Poker Manager Promotions & Event Planner Receiver Retail Cashier Retail Supervisor/Shift Manager Security Officer Security Supervisor/Shift Manager Introduction Senior Clerk Typist Server Shuttle Bus Driver Slot (Electronic Gaming) Floor Supervisor/Shift Manager Slot Attendant/Electronic Gaming Attendant Surveillance Supervisor/Shift Manager − Surveillance Technician Lists the skills to be covered in this section and the job families that Switchboard Operator Table Games Inspector Table Games Supervisor/Shift Manager Table Games Trainer Technical Support Supervisor Uniform Supervisor/Shift Manager Uniform Technician Valet Attendant most commonly use these skills. Warehouse Clerk Warehouse Supervisor/Shift Manager 2 of 20 DEMONSTRATING PROFESSIONALISM Skill 1: Eg. Conduct Yourself Professionally − Tell Me: Describes the skill, and how to use it. − Skill 1: Conduct Yourself Professionally Show Me: Shows how to use the skill, using examples. − Let Me Try: Provides exercises for the learner to practice the skills. What is professionalism? Professionalism is a commitment by an employee to workplace attitudes, values and behaviours that demonstrate: − Dependability − Respect − Honesty and integrity − Skill 2: Etc. Willingness to work − Adherence to policies and procedures − Quality standards − Customer service − Job knowledge and skills Conducting yourself as a professional is very important to working well with others. When you show that you are committed to doing your best, it builds a positive work environment. Check My Answers: ► Work Ethic What exactly is a strong work ethic? A Casino employee with a strong work ethic looks like this: − − Respectful: treating all guests and employees with respect Provides answers for all the Let Me Trys. − Dependable: − Willing to do the work that needs to be done − Arriving at work on time and leaving on time − Taking breaks and lunch and returning from them when you should − Calling in sick if you are, in fact, sick − Informing your supervisor in advance if you need to miss time at work for any reason Co-workers, supervisors and managers need to know that you are dependable and willing to do the work that needs to get done. A big part of professionalism is doing your work to the best of your ability. You are also accountable for your work and willing to take responsibility if you make a mistake. DEMONSTRATING PROFESSIONALISM 3 of 20 HOW TO USE THIS MANUAL: WORKING WITH OTHERS 1 of 10 2. Job Families The Job Family sections contain practice questions organized according to specific Gaming/Casino job families. The eleven Job Families each have their own section Job Family Section covering four different tasks: Table Games Table Games − Being a Team Player − Collaborating with Others − Handling Difficult Situations − Following the Chain of Command Each task presents a scenario with a story that will be relevant to learners in each job family. The learners are asked to reflect and comment on the situation in light of their own experience. If a learner has trouble performing the tasks in their Job Family section, they Task 1: Be a Team Player Performing this task involves the following types of Working with Others skills: may need to review the Working with Others skills for that task found in the −− Giving ideas and suggestions when appropriate −− Meeting the needs of guests and co-workers −− Feeling like part of a group or a team −− Caring that other people see you as reliable Foundations section. Scenario 1 Jenn was a long-time Table Games Dealer at the Clover Leaf Casino in Owen Sound. She was a very experienced Roulette Dealer and was often scheduled at one of the Roulette tables even though she knew how to deal all the games the casino offered. Unfortunately she was suffering from a cough when she had been scheduled to deal at one of the smoking Roulette Tables. Mara had noticed that Jenn had not been feeling well the last couple of days and could see that the smoke from the players at the Roulette table was aggravating Jenn’s cough. Policy does not allow Dealers to switch tables
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