Details for First-Line Supervisors/Managers of Personal Service Workers
Supervise and coordinate activities of personal service workers, such as supervisors of flight attendants, hairdressers, or caddies.
- 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.
- Social - Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
- 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.
Education, training, experience
- Education - Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
- 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.
- 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.
- Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
- 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.
- English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- 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.
- 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.
- 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.
- 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.
- 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.
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
- 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.
- Speaking - Talking to others to convey information effectively.
- Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
- Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
- Coordination - Adjusting actions in relation to others' actions.
- Time Management - Managing one's own time and the time of others.
- Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.
- First-Line Supervisors/Managers of Housekeeping and Janitorial Workers
- First-Line Supervisors/Managers of Landscaping, Lawn Service, and Groundskeeping Workers
- First-Line Supervisors/Managers of Office and Administrative Support Workers
- Hosts and Hostesses, Restaurant, Lounge, and Coffee Shop
- Meeting and Convention Planners
- Opticians, Dispensing
- Recreation Workers