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 | Technology Skills | Tools Used | 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.
- Observe and evaluate workers' appearance and performance to ensure quality service and compliance with specifications.
- Train workers in proper operational procedures and functions and explain company policies.
- Resolve customer complaints regarding worker performance or services rendered.
- Recruit and hire staff members.
- Inspect work areas or operating equipment to ensure conformance to established standards in areas such as cleanliness or maintenance.
- Collaborate with staff members to plan or develop programs of events, schedules of activities, or menus.
- Meet with managers or other supervisors to stay informed of changes affecting operations.
- Direct or coordinate the activities of workers, such as flight attendants, hotel staff, or hair stylists.
- Take disciplinary action to address performance problems.
- Apply customer feedback to service improvement efforts.
- Requisition necessary supplies, equipment, or services.
- Analyze and record personnel or operational data and write related activity reports.
- Participate in continuing education to stay abreast of industry trends and developments.
- Furnish customers with information on events or activities.
- Inform workers about interests or special needs of specific groups.
- Direct marketing, advertising, or other customer recruitment efforts.
- Calendar and scheduling software — Work scheduling software
- Electronic mail software — Microsoft Outlook
- Internet browser software — Web browser software
- Inventory management software — Inventory management systems
- Office suite software — Microsoft Office
- Point of sale POS software
- Presentation software — Microsoft PowerPoint
- Spreadsheet software — Microsoft Excel
- Time accounting software — Timekeeping software
- Word processing software — Microsoft Word
Hot Technology — a technology requirement frequently included in employer job postings.
- 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
- 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.
- 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.
- 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.
- 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.
- Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
- 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.
- Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Management of Personnel Resources — Motivating, developing, and directing people as they work, identifying the best people for the job.
- Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
- Speaking — Talking to others to convey information effectively.
- Coordination — Adjusting actions in relation to others' actions.
- Time Management — Managing one's own time and the time of others.
- Persuasion — Persuading others to change their minds or behavior.
- Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
- Service Orientation — Actively looking for ways to help people.
- 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.
- Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
- Negotiation — Bringing others together and trying to reconcile differences.
- Writing — Communicating effectively in writing as appropriate for the needs of the audience.
- Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
- Learning Strategies — Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
- Systems Analysis — Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
- Systems Evaluation — Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
- Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
- 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.
- Written Comprehension — The ability to read and understand information and ideas presented in writing.
- 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.
- Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
- Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
- Near Vision — The ability to see details at close range (within a few feet of the observer).
- Written Expression — The ability to communicate information and ideas in writing so others will understand.
- Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.
- 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).
- 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).
- Far Vision — The ability to see details at a distance.
- 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.
- 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).
- Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve 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.
- Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
- Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
- 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.
- Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
- 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.
- 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.
- Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
- Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
- Coaching and Developing Others — Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.
- Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
- 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.
- 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.
- Selling or Influencing Others — Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
- Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.
- Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.
- Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Staffing Organizational Units — Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.
- Guiding, Directing, and Motivating Subordinates — Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
- Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
- Inspecting Equipment, Structures, or Material — Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
Detailed Work Activities
- Assign duties or work schedules to employees.
- Evaluate employee performance.
- Explain regulations, policies, or procedures.
- Resolve customer complaints or problems.
- Perform human resources activities.
- Train service staff.
- Inspect equipment to ensure proper functioning.
- Inspect facilities.
- Develop plans for programs or services.
- Maintain knowledge of business operations.
- Supervise service workers.
- Order materials, supplies, or equipment.
- Prepare operational reports or records.
- Maintain professional knowledge or certifications.
- Promote products, services, or programs.
- Provide attraction or event information to patrons.
- Contact With Others — 97% responded “Constant contact with others.”
- Indoors, Environmentally Controlled — 93% responded “Every day.”
- Telephone — 86% responded “Every day.”
- Face-to-Face Discussions — 83% responded “Every day.”
- Work With Work Group or Team — 74% responded “Extremely important.”
- Physical Proximity — 49% responded “Very close (near touching).”
- Responsibility for Outcomes and Results — 50% responded “Very high responsibility.”
- Freedom to Make Decisions — 49% responded “Some freedom.”
- Coordinate or Lead Others — 45% responded “Very important.”
- Frequency of Decision Making — 60% responded “Every day.”
- Deal With External Customers — 63% responded “Extremely important.”
- Impact of Decisions on Co-workers or Company Results — 43% responded “Very important results.”
- Structured versus Unstructured Work — 66% responded “Some freedom.”
- Time Pressure — 49% responded “Every day.”
- Importance of Being Exact or Accurate — 46% responded “Very important.”
- Electronic Mail — 49% responded “Every day.”
- Responsible for Others' Health and Safety — 50% responded “High responsibility.”
- Frequency of Conflict Situations — 41% responded “Once a week or more but not every day.”
- Spend Time Standing — 45% responded “About half the time.”
- Letters and Memos — 34% responded “Once a week or more but not every day.”
- Importance of Repeating Same Tasks — 42% responded “Very important.”
- Deal With Unpleasant or Angry People — 44% responded “Once a week or more but not every day.”
- Duration of Typical Work Week — 43% responded “More than 40 hours.”
- Level of Competition — 41% responded “Slightly competitive.”
- Spend Time Walking and Running — 44% responded “About 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 hydroelectric production managers, travel guides, electricians, agricultural technicians, barbers, court reporters, and medical assistants.|
|SVP Range||(6.0 to < 7.0)|
Interest code: ECS Want to discover your interests? Take the O*NET Interest Profiler at My Next Move.
- 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.
- Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
- 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.
- 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.
- 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.
- Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
- Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.
- Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
- Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.
- Initiative — Job requires a willingness to take on responsibilities and challenges.
- Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
- Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.
- Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
- Persistence — Job requires persistence in the face of obstacles.
- 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 wage data for First-Line Supervisors of Personal Service and Entertainment and Recreation Workers, Except Gambling Services.
|Median wages (2019)||$19.14 hourly, $39,800 annual|
|Employment (2018)||302,200 employees|
|Projected growth (2018-2028)||Much faster than average (11% or higher)|
|Projected job openings (2018-2028)||34,400|
|Top industries (2018)|
Source: Bureau of Labor Statistics 2019 wage data and 2018-2028 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2018-2028). "Projected job openings" represent openings due to growth and replacement.