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First-Line Supervisors of Personal Service Workers
SOC Code: 39-1021.00

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

Tasks

  • 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.

Technology Skills

  • 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

Tools Used

  • 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

Knowledge

  • 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.

Skills

  • 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.

Abilities

  • 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).

Interests

  • 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.

Work Context

  • 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.”

Education

Percentage of RespondentsEducation Level Required
34%Bachelor's degree
22%Post-secondary certificate
17%Less than high school diploma

Work Styles

  • 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.

Work Values

  • 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 & Trends

  • Median wages (2017)
    • $18.01 hourly, $37,450 annual
  • Employment (2016)
    • 276,000 employees
  • Projected growth (2016-2026)
    • Much faster than average (15% or higher)
  • Projected job openings (2016-2026)
    • 31,600

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