Summary Report for:
39-1021.00 - First-Line Supervisors of Personal Service Workers
Directly supervise and coordinate activities of personal service workers, such as flight attendants, hairdressers, or caddies.
Sample of reported job titles: Adult Family Home Program Manager, Caddymaster, Community Life Director, Direct Care Supervisor, Hair Salon Manager, Hotel Services Supervisor, Recreation Coordinator, Resident Care Supervisor, Residential Assistant, Salon Manager
Also see: Spa Managers
Tasks | Tools & Technology | Knowledge | Skills | Abilities | Work Activities | Detailed Work Activities | Work Context | Job Zone | Education | Credentials | Interests | Work Styles | Work Values | Related Occupations | Wages & Employment | Job Openings
- Assign work schedules, following work requirements, to ensure quality and timely delivery of service.
- Inspect work areas or operating equipment to ensure conformance to established standards in areas such as cleanliness or maintenance.
- Train workers in proper operational procedures and functions and explain company policies.
- Observe and evaluate workers' appearance and performance to ensure quality service and compliance with specifications.
- Meet with managers or other supervisors to stay informed of changes affecting operations.
- Inform workers about interests or special needs of specific groups.
- Apply customer/guest feedback to service improvement efforts.
- Resolve customer complaints regarding worker performance or services rendered.
- Requisition necessary supplies, equipment, or services.
- Analyze and record personnel or operational data and write related activity reports.
- Furnish customers with information on events or activities.
- Collaborate with staff members to plan or develop programs of events, schedules of activities, or menus.
- Take disciplinary action to address performance problems.
- Recruit and hire staff members.
- Participate in continuing education to stay abreast of industry trends and developments.
- Direct or coordinate the activities of workers, such as flight attendants, hotel staff, or hair stylists.
- Direct marketing, advertising, or other customer recruitment efforts.
Tools & Technology
Tools used in this occupation:
- Automated external defibrillators AED or hard paddles — Automated external defibrillators AED
- Desktop computers
- Laser printers — Computer laser printers
- Notebook computers — Laptop computers
- Personal computers
- Photocopiers — Photocopying equipment
- Special purpose telephones — Multi-line telephone systems
Technology used in this occupation:
- Calendar and scheduling software — Work scheduling software
- Electronic mail software — Microsoft Outlook
- Internet browser software — Web browser software
- Inventory management software — Inventory management systems software
- Office suite software — Microsoft Office software
- Point of sale POS software
- Presentation software — Microsoft PowerPoint
- Spreadsheet software — Microsoft Excel
- Time accounting software — Timekeeping software
- Word processing software — Microsoft Word
- Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
- English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Education and Training — Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
- Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Psychology — Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
- Therapy and Counseling — Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.
- Public Safety and Security — Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
- Personnel and Human Resources — Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
- Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
- Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
- Economics and Accounting — Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
- Medicine and Dentistry — Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.
- Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
- Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Speaking — Talking to others to convey information effectively.
- Coordination — Adjusting actions in relation to others' actions.
- Management of Personnel Resources — Motivating, developing, and directing people as they work, identifying the best people for the job.
- Service Orientation — Actively looking for ways to help people.
- Time Management — Managing one's own time and the time of others.
- Persuasion — Persuading others to change their minds or behavior.
- Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Instructing — Teaching others how to do something.
- Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
- Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
- Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Writing — Communicating effectively in writing as appropriate for the needs of the audience.
- Negotiation — Bringing others together and trying to reconcile differences.
- Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
- Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
- Speech Clarity — The ability to speak clearly so others can understand you.
- Speech Recognition — The ability to identify and understand the speech of another person.
- Written Comprehension — The ability to read and understand information and ideas presented in writing.
- Written Expression — The ability to communicate information and ideas in writing so others will understand.
- Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
- Near Vision — The ability to see details at close range (within a few feet of the observer).
- Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
- Arm-Hand Steadiness — The ability to keep your hand and arm steady while moving your arm or while holding your arm and hand in one position.
- Fluency of Ideas — The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
- Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
- Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
- Time Sharing — The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources).
- Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.
- Originality — The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
- Trunk Strength — The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without 'giving out' or fatiguing.
- Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
- Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
- Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
- Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.
- Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
- Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
- Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
- Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.
- Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
- Developing Objectives and Strategies — Establishing long-range objectives and specifying the strategies and actions to achieve them.
- Performing General Physical Activities — Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.
- Handling and Moving Objects — Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.
- Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- Inspecting Equipment, Structures, or Material — Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
- Coaching and Developing Others — Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
- Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people.
- Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
- Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Staffing Organizational Units — Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.
- Provide Consultation and Advice to Others — Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.
- Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
- Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.
- Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Monitoring and Controlling Resources — Monitoring and controlling resources and overseeing the spending of money.
- Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
- Guiding, Directing, and Motivating Subordinates — Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Estimating the Quantifiable Characteristics of Products, Events, or Information — Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.
- Selling or Influencing Others — Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
Detailed Work Activities
- Order materials, supplies, or equipment.
- Resolve customer complaints or problems.
- Inspect equipment to ensure proper functioning.
- Promote products, services, or programs.
- Explain regulations, policies, or procedures.
- Maintain professional knowledge or certifications.
- Supervise service workers.
- Provide attraction or event information to patrons.
- Maintain knowledge of business operations.
- Prepare operational reports or records.
- Assign duties or work schedules to employees.
- Perform human resources activities.
- Train service staff.
- Evaluate employee performance.
- Develop plans for programs or services.
- Inspect facilities.
- Contact With Others — 93% responded “Constant contact with others.”
- Telephone — 88% responded “Every day.”
- Frequency of Decision Making
- Face-to-Face Discussions
- Work With Work Group or Team
- Deal With External Customers
- Physical Proximity — 59% responded “Moderately close (at arm's length).”
- Indoors, Environmentally Controlled — 82% responded “Every day.”
- Electronic Mail — 72% responded “Every day.”
- Impact of Decisions on Co-workers or Company Results — 65% responded “Important results.”
- Responsibility for Outcomes and Results — 35% responded “Very high responsibility.”
- Structured versus Unstructured Work — 59% responded “Some freedom.”
- Freedom to Make Decisions — 40% responded “A lot of freedom.”
- Letters and Memos — 56% responded “Every day.”
- Duration of Typical Work Week — 66% responded “More than 40 hours.”
- Frequency of Conflict Situations — 81% responded “Once a week or more but not every day.”
- Responsible for Others' Health and Safety — 79% responded “High responsibility.”
- Time Pressure — 68% responded “Once a week or more but not every day.”
- Spend Time Standing
- Coordinate or Lead Others — 45% responded “Very important.”
- Deal With Unpleasant or Angry People — 48% responded “Once a month or more but not every week.”
- Sounds, Noise Levels Are Distracting or Uncomfortable — 56% responded “Once a week or more but not every day.”
- Importance of Being Exact or Accurate — 41% responded “Important.”
- Exposed to Contaminants — 47% responded “Every day.”
- Importance of Repeating Same Tasks — 25% responded “Extremely important.”
- Spend Time Walking and Running — 39% responded “More than half the time.”
- Consequence of Error — 22% responded “Serious.”
- Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls — 22% responded “Less than half the time.”
|Title||Job Zone Three: Medium Preparation Needed|
|Education||Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.|
|Related Experience||Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.|
|Job Training||Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.|
|Job Zone Examples||These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include food service managers, electricians, agricultural technicians, legal secretaries, occupational therapy assistants, and medical assistants.|
|SVP Range||(6.0 to < 7.0)|
Percentage of Respondents
|Education Level Required|
|Not available||Bachelor's degree|
|Not available||High school diploma or equivalent|
|Not available||Some college, no degree|
Interest code: ECS
- Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
- Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
- Social — Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
- Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
- Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
- Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.
- Initiative — Job requires a willingness to take on responsibilities and challenges.
- Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.
- Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
- Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
- Integrity — Job requires being honest and ethical.
- Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
- Persistence — Job requires persistence in the face of obstacles.
- Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
- Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
- Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
- Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
- Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.
- Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
- Independence — Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
- Support — Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
Wages & Employment Trends
|Median wages (2014)||$16.95 hourly, $35,250 annual|
|Employment (2012)||252,000 employees|
|Projected growth (2012-2022)||Average (8% to 14%)|
|Projected job openings (2012-2022)||74,300|
|Top industries (2012)|
Source: Bureau of Labor Statistics 2014 wage data and 2012-2022 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2012-2022). "Projected job openings" represent openings due to growth and replacement.