Candidate: Jason Nieder
Details
Related Tasks:
Jason Nieder: Task #1 – Assessing cashier customer service/computer skills through an observational audit
Observational Audit
Goal
This observational audit was created to assess whether cashiers are performing up to standard during their shifts. The questions were chosen after a long list was narrowed down to keep the form concise while still covering the full role of a cashier. Similar to a scan audit or a VAT drop for the lifeguards, this observational audit serves as a short midseason check-in to evaluate the skills of the cashiers. I chose to do this observational audit as a task because I believe it is important to ensure that cashiers are properly trained, just as lifeguards are.
Audit Process
The concessions manager on the shift will observe the employee for no longer than 5 minutes and take note of their habits. After the audit is complete, if not already observed, the concessions manager will ask the employee if they checked the cash drawer to confirm there was $100 in it. The manager will then fill out the observational audit form. The form begins with questions asking for basic information about the employee and when the audit took place, then gets to the audit criteria. The responses should be filled out in this form: first, whether the employee passed or failed, then followed by an explanation or a description of what the manager noticed. This process is noted at the top of the form as a reminder for the manager filling it out.
Was the task completed: Yes
Task evaluation:
Task 2: Create Training Plan for Upcoming Cashier/Concessions Training
“Working at Concessions” Overview Guide
The “Working at Concessions” document provides an overview of the daily responsibilities of a concessions worker, from clocking in to using the computer system to logging out and printing a final receipt. The goal of this section of the training was to familiarize the staff with their responsibilities will look like on a day-to-day basis. The document is attached above and screenshots provided below.
Concessions + Phone Scenarios
Concessions/Phone Scenarios Doc
The concessions and phone scenarios were created to further demonstrate what the responsibilities of the cashier/concessions staff are. After explaining how to use the system, the employees at the training simulated patrons ordering from concessions while their partner used the computer system to process the order. The phone scenarios were similar: while one partner simulated being a patron with a question, the other referred to the park district website to answer said question. Attached above is a link to the document and below are screenshots of some of the many scenarios.
Cashier/Concessions Training Plan Outline
Cashier/Concessions Training Plan Outline Doc
After all of the materials were created, I created an outline for the flow of the training. I decided to group everyone to introduce them and go over general guidelines first, to hit at the main points before they simulated their work. Then I decided to create two stations: one lead by Andrew Kluge and one by myself to make sure there wasn’t too much waiting around, and so everyone got practice with each part of the job. I then decided to have everyone regather to provide time for any questions and to drive home those important points. Above is a link to the document and below is a screenshot.
Cashier/Concessions Final Training Plan
Then came time to compile all of the materials with the outline, talking points during the initial meeting, the processes for how to operate the computers at each station and what a typical day would look like at each place, and finally those finals points I wanted to hit home with the employees. The trainings went very well with good focus from the trainees and the training ran very smoothly and was well-paced.
Was the task completed: Yes
Task evaluation:
Task 1: Create Customer Service Scenario Videos to Assess Employees on Their Skills
Lifeguard Scenarios
A patron is eating on the deck and wants to know why he can’t.
A father doesn’t understand why he has to be within arms reach of his daughter with a life vest on.
Cashier Scenarios
A patron comes speaking Spanish but you do not speak Spanish.
Elderly woman tries to enter for free because she claims she is only going to watch her grandson swim.
Kid clearly under 13 tries to claim he is over 13 so he can enter the pool alone.
Concessions/Slide Attendant Scenarios
Lifeguard tries to peer pressure concessions worker into giving them concessions for free.
Little kid was let down the slide last time but they are too short to go on the slide.
Manager Scenarios
Two young kids have lost their parents and don’t know any way to contact them.
Employee Scenario
Patrons try to break into the pool by using the emergency exit without paying
Was the task completed: Yes
Task evaluation:
Related Meetings:
Jason Nieder: Meeting #2 – Creating form for observational audit assessments
Brainstorm
During the brainstorm process, I created as large of a list as possible of all the responsibilities of a cashier. I then turned those responsibilities into questions that could be asked on a form to test those responsibilities. Then, I created a mock google form of how the form could look. Jeff and I discussed the form and decided it should be more concise. So, I narrowed the list down from 12 questions to 6 questions and created the first draft of the form.
First Draft
Shown below is the first draft of the audit. The plan was for many of these to be printed out and filled out by hand during the audit process. After some discussion with Jeff and Samuel, I learned that the form would have to be online on Microsoft forms to make it the easiest to track responses, so I began on the final draft.
Final Draft
Then, I drafted a new form on Microsoft forms using the revised list and a ranking system. During a final revision discussion with Jeff and Samuel, we decided to change the responses to a text box and alter some of the questions. The form shown below is now on the home page of SharePoint.
Action items:
Jason Nieder: Meeting #3 – Working on Cashier/Concessions Training Plan
Action items:
Worked with samuel and developed a training plan for the upcoming cashier training for my second task. This task was completed during this meeting. We collaborated on how the training would look and during the meeting I worked to create the plan as well as some resources we wanted to use during the training such as some concessions and phone call scenarios.
Related Updates:
Information about the Goal
Jason Nieder arrived at their goal through a series of meetings and refinement. Learn how that process happened.
What should we improve?
The candidate chose items in the aquatics program and department to improve. Goals are broad targets that we will work towards. Every meeting and task done will be in service of that goal. Goals should be large enough to encompass many tasks. Goals may not be attainable. Goals are our guiding direction; our North Star.
Jason Nieder's brainstormed ideas:
Improve readiness of cashier and concessions staff
Improve organization of scheduling
Revise training procedures for cashier/concessions staff
Create an effective way to communicate staff responsibilities and requirements before and during season
Goal Evaluation:
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