39-1021.00 - First-Line Supervisors of Personal Service Workers

Updated 2010

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: Hair Salon Manager, Recreation Coordinator, Direct Care Supervisor, Resident Care Supervisor, Salon Manager, Spa Director, Adult Family Home Program Manager, Community Life Director

Also see: Spa Managers

View report: Summary Details Custom

Tasks

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.

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

Photocopiers — Photocopying equipment

Technology used in this occupation:

Electronic mail software — Microsoft Outlook

Office suite software — Microsoft Office software

Point of sale POS software

Spreadsheet software — Microsoft Excel

Word processing software — Microsoft Word

Knowledge

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.

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.

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.

Abilities

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).

Work Activities

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.

Work Context

Contact With Others — How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?

Telephone — How often do you have telephone conversations in this job?

Frequency of Decision Making — How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?

Face-to-Face Discussions — How often do you have to have face-to-face discussions with individuals or teams in this job?

Work With Work Group or Team — How important is it to work with others in a group or team in this job?

Deal With External Customers — How important is it to work with external customers or the public in this job?

Physical Proximity — To what extent does this job require the worker to perform job tasks in close physical proximity to other people?

Indoors, Environmentally Controlled — How often does this job require working indoors in environmentally controlled conditions?

Electronic Mail — How often do you use electronic mail in this job?

Impact of Decisions on Co-workers or Company Results — How do the decisions an employee makes impact the results of co-workers, clients or the company?

Job Zone

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, interviewers, and insurance sales agents.
SVP Range	(6.0 to < 7.0)

Education

Percentage of Respondents	Education Level Required
Not available	Bachelor's degree
Not available	High school diploma or equivalent
Not available	Some college, no degree

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 Styles

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.

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.

Related Occupations

13-1121.00	Meeting, Convention, and Event Planners Bright Outlook
29-2081.00	Opticians, Dispensing
35-9031.00	Hosts and Hostesses, Restaurant, Lounge, and Coffee Shop
37-1011.00	First-Line Supervisors of Housekeeping and Janitorial Workers
37-1012.00	First-Line Supervisors of Landscaping, Lawn Service, and Groundskeeping Workers
39-9032.00	Recreation Workers
43-1011.00	First-Line Supervisors of Office and Administrative Support Workers

Wages & Employment Trends

National

Median wages (2011)	$16.94 hourly, $35,230 annual
Employment (2010)	219,000 employees
Projected growth (2010-2020)	Average (10% to 19%)
Projected job openings (2010-2020)	82,600
Top industries (2010)	Self-Employed Health Care and Social Assistance

State & National

Source: Bureau of Labor Statistics 2011 wage data and 2010-2020 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2010-2020). "Projected job openings" represent openings due to growth and replacement.

Summary Report for: 39-1021.00 - First-Line Supervisors of Personal Service Workers