essential skills profile bartender - manitoba...

BARTENDER

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

BARTENDER

Canadian Gaming Centre of Excellence 1

The most important Essential Skills for Bartenders are:

• Oral Communication

• Numeracy

• Thinking Skills (Job Task Planning and Organizing)

• Thinking Skills (Significant Use of Memory)

INTRODUCTION

Bartenders serve hot drinks and cold beverages as well as alcoholic bever-ages. They may begin as ‘bar backs’, bussing, clearing up and keeping the bar stocked. They mix cocktails and handle the till. They may stand in for the cocktail servers on the floor.

BARTENDER - 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

Bartenders:

• read memos from the chef or manager about events planning or to explain new procedures. For example, casino promotions, new regulations about tipping. (2)

• consult recipes for mixed drinks in bartenders’ guides. (2)

• read and follow instructions on the point-of-sale system screen to record sale of drinks and food. Check the final “read”. (2)

• may read publicity for wines and liquors. (2)

• read menus and explain entries to clients. (1)

Typical Most Complex

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

BARTENDER - 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. For example, fill in a requisition sheet, write observations in the bar log.

>> read completed forms containing check boxes, numerical entries, phrases, ad-dresses, sentences or texts of a paragraph or more. For example, read bar chits from servers, point sheets from previous shift.

>> read tables, schedules and other table-like text. For example, read work shift schedules.

>> enter information on tables, schedules or other table-like text. For example, availability sheet.


Tasks Complexity

Level Examples

Bartenders:

• access the till (point-of-sale system) with a personal card, follow prompts on the screen, complete beverage bills noting items ordered, method of payment and credit card information, itemize bill and read printout. (2)

• read chits from restaurant server’s printer and prepares drinks for them. (1)

• sign the cash float , record a physical count of cash to include in the drop with the till printout, cash, chips, Visa, Interac slips, and U.S. dollars. Write tag ID on bag. (2)

• consult bartenders’ guidebook or rolodex recipe collection. (2)

• may check inventory forms. (2)

• read bottle labels for information about contents. (1)

• check bottles and record the contents on “point sheets” by tenths of a bottle (sometimes use width of thumb to estimate contents) at the end of a shift and start of a shift. (1)

• read and confirm stock counts at opening and closing. Staple requisition sheets to point sheets (manager makes the order). (2)

• record breakage. (1)

• read bar menus and interpret for clients. (2)

• read time schedules posted beside the time clock. Fill in availability. (1)

• send requisition for non-alcoholic items (milk, lemons) to main kitchen. (1)

• Banquet Bartenders read the work order or banquet

contract to see how they are to set up the bar. (2)


1-2 2

BARTENDER - 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

Bartenders:

• write down beverage orders. (1)

• enter point form information for next shift/incidents/complaints in bar log. For example, record clients who have been cut off (refused service). (2)

• complete inventory of non-alcoholic items for the kitchen. (2)

• write Notes to themselves. (1)

• may write an incident report on an event. For example, disagreement between a bartender and a disorderly patron. (2)

• may record new drink recipes suggested by clients. (rarely) (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

>

BARTENDER - 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 Use


Tasks

Complexity Level

Examples

Bartenders:

• handle cash payments, credit cards and make till entries. (2)

• sign a float, balance cash in physical count with printout. (2)

• may calculate tips and skim a percentage. (1)

>> Money Math

1-2

>> Scheduling or Budgeting/ Accounting Math

2 • maintain stock lists (point sheet, non-alcoholic items, breakage sheet), and may assist with requisitions. (2)

• do physical counts of kitchen supplies (non-alcoholic beverages, napkins, lemons) (1)

>> Measurement and Calculation Math

1 • measure liquor in shot glasses or with the bar gun. (1)

• multiply rows of glasses, bottles or cases for a physical count. (1)

> Numerical Estimation

1 • estimate bar requirements, arrange tables according to traffic. (1)

• are aware of which items are selling and which are not. (1)

• estimate the contents of open bottles by measuring, sometimes by the width of their thumb, the number of tenths (or point 1) remaining in the bottle. Done at closing daily. (1)

Number Concepts:

Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, counting the number of drinks ordered, calculating rows of glasses or cases.

Rational Numbers - Fractions

>> read and write, add or subtract fractions, multiply or divide by a fraction, multiply or divide fractions. For example, mixing drinks with fractions of an ounce.

Rational Numbers - Decimals

>> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, using the point system (by tenths of a bottle) for recording liquor at end of shift; when handling cash and making change, making a cash drop that balances with the point-of-sale system read.

BARTENDER - NUMERACY

(continued)



b. How Calculations Are Performed Bartenders make calculations:

>> in their heads.

>> using a pen and paper.

>> using a calculator.

>> using a computer. c. Measurement Instruments Used. Bartenders measure:

>> time – using a clock to control time of breaks or time between drinks if a client is drink-ing too much.

>> liquid volume – using shot glasses and bag gun.

> temperature – using a thermometer to monitor temperature in cooler. They use:

>> the metric measurement system.

>> the Imperial measurement system.


Number Concepts:

Rational Numbers - Percent

> read and write percentages, calculate the percent one number is of another, calculate a percent of a number. For example, explain the percentage tax on a bill or tipping.

Patterns and Relations:

Use of Rate, Ratio and Proportion

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, calculating the proportions of mixed drinks and cocktail.

BARTENDER - 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: Bartenders communicate:

>> in person.

>> using the telephone to get information from Customer Services.

The symbols >, >> and >>> are explained in the Notes section. Environmental Factors Impacting Communication: Sometimes a live band, kitchen noise, or sound effects contribute to make the atmosphere very noisy.

Tasks Complexity

Level Examples

Bartenders:

• greet guests, respond to questions, chat. Use gestures and sign language when there is a language barrier. (1)

• are good listeners, always friendly and sympathetic, tolerant/compassionate. Know how to talk to both sober and inebriated clients without being condescending. (2)

• talk to Mgr about liquor stocks, staffing problems. (1)

• deal with complaints from clients. (frequent and often unfounded) (2)

• may talk to receiver about deliveries. (rarely) (1)

• discuss breaks, work stations, difficult clients, with other bartenders, waiters. (1)

• get instructions from manager about how to change the setup of a standing bar. (1)

• get information from letters and memos dealing with policy /procedures orally from manager/supervisors. (1)

• negotiate cutting off service to intoxicated clients. (2)

• participate in staff meetings. (1)

• get verbal orders for drinks from cocktail waitresses when speed is important. (1)

• get information from dining room staff about specials in order to inform clients. (1)

• prompt servers to use down time to clean/restock. (1)

• develop skill at interpreting body language of clients. (2)

• reassure and comfort clients and co-workers in times of stress. (frequently) (2)

• respond to requests for information by phone. They may come from clients or other departments. (1)

• address large groups at cocktail specials to inform them of all their options. (2)

• consult cooks to respond to questions about food and

preparation. This may include persuading the cooks to

deal personally with complaints. (2)


1-2 3-4

BARTENDER - 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 coEordinate 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

>

BARTENDER - 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

Bartenders:

• make adjustments to schedule when short staffed. (2)

• deal with complaints and resolve conflicts among staff. (2)

• deal with intoxicated clients using tact without being offensive. (2)

• find quick solutions when running out of items. (1)

• may deal with kitchen area not accustomed to fast orders and not accustomed to facing customers with complaints. (2)

• maintain composure if a client is verbally aggressive; and know not to take the comments personally. (2)


1-2

Tasks Complexity

Level Examples

Bartenders:

• decide when to refuse to serve a client. (2)

• decide if a discount should be offered, take the risk to enhance customer satisfaction rather than call on a manager. (1)

• decide when the beer is flat and the barrel should be changed. (1)


1-2

Complexity Level

Description

Bartenders:

• Take care to keep stocks up, both of alcoholic and non-alcoholic beverages, glasses garnishes, etc.

• Use slack periods to clean.

• Organize their space so that the most popular items are right at hand.

• Banquet Bartenders plan and set up cash bars for special events and help with general banquet preparations.

2

BARTENDER - THINKING SKILLS

(continued)


4. Significant Use of Memory

5 Finding Information

Examples

Bartenders:

• remember how to mix a variety of drinks.

• remember regular customers and their preferences as well as the heavy drinkers.

• get the right drink to the right person in a large party. Do not usually write orders to save time.

• remember orders from servers that are shouted on the run.

• remember prices of most common drinks including tax.

Complexity Level

Description

Bartenders:

• consult the bar guides and each other to find recipes for unusual drinks. (1)

• help clients find information about the rest of the casino by contacting other departments, especially Guest Services. (1)

• consult manager about scheduling issues. (1)

• consults cooks to respond to questions about food and preparation. (1)

1

BARTENDER - 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

Bartenders do not have much opportunity to participate in planning meetings but they do offer suggestions and ideas for improving service. They co-operate closely with the beverage servers. Participation in Supervisory or Leadership Activities Bartenders:

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

> monitor and evaluate the work performance of others.

>> inform other workers or demonstrate to them how tasks are performed.

>> orient new employees.


BARTENDER - 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

Complexity Level

Computer Use

2 Bartenders:

• Use the computerized till (point-of-sale system) to record cash and credit card transactions. Point-of-sale system calculates and records totals, taxes, U.S. exchange, discounts and vouchers. Bartenders learn some abbreviations on the till itself and follow on-screen instructions. They keep their separate records of paper work to balance with the point-of-sale system “read” at the end of the shift. Otherwise they do not have access to a computer.

BARTENDER - 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.

>> as part of regular work activity.

>> from co-workers.

>> through workshops offered in the workplace, such as “It’s Good Business” (a course which prepares Bartenders and Beverage Servers to serve beverages responsibly).

> through reading or other forms of self-study on the Internet.

> during working hours at no cost to the worker: train to participate in the Health and Safety Committee.


BARTENDER - OTHER INFORMATION


J. OTHER INFORMATION

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

They are on their feet all the time, walking, lifting, moving heavy coolers to clean. They balance heavy trays and push carts. They have good hand/eye co-ordination to serve drinks without spilling.

Future Trends Affecting Essential

Skills

No changes foreseen.

Attitudes Bartenders are friendly and outgoing. They are compassionate listeners. Some see themselves as entertainers, clever and witty. Diplomacy is required when nasty remarks are directed at them. They are grounded enough to be indifferent to insults.

essential skills profile bartender - manitoba...

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