SKYCITY

The client

SKYCITY Auckland is the largest single visitor destination in New Zealand and employs over 2,800 people from over 40 different cultures. It houses a casino, hotel, conference centre, several restaurants and other visitor facilities.

The challenge

SKYCITY employees come from a wide range of cultures and educational backgrounds. The company requires its employees to understand their role in providing a responsible approach to gambling and in providing excellent customer service in the casino environment. With many people from different cultures working together, literacy and numeracy skills vary and the risk of misunderstandings between managers and employees is increased. Because of this, managers were not always confident that their teams understood the requirements of their role, instructions received or health and safety policies. There was also the concern that organisational initiatives may not be clearly understood and that employees may not understand their role in the implementation of these initiatives.

Targeted, effective solutions

SKYCITY wanted all employees to have the literacy skills to achieve a full understanding of the requirements of their role and health and safety requirements. They also wanted them to work collaboratively with other team members. Training was built around what each department required (including employees on night shifts). This included:

• Written and oral communication around company policies and procedures
• Reading and writing relating to departmental documents and materials
• Maths, including weighing and measuring
• Problem solving and critical thinking
• Communication skills including speaking up in meetings and how to clarify misunderstandings

Great results

Significant improvements were evident after the training took place. For example:

• Employees not only understand what is being said, they have the confidence to say if they don't understand.
• Employees are empowered to make their own decisions.
• Reporting of hazards and incidents has increased.
• Employees have more confidence to recognise customers with potential gambling problems and to take the appropriate steps.
• Communication between customers and employees has improved - for example, discussing menu options and up-selling in the restaurant.
• SKYCIY can promote internally more often.

See also the SKYCITY case study on the Department of Labour's Skills Highway website - click here