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.

tasks jobzones knowledge skills abilities work_activities work_context interests work_styles work_values

Tasks

• Direct marketing, advertising, and other customer recruitment efforts.

• Participate in continuing education to stay abreast of industry trends and developments.

• Recruit and hire staff members.

• Take disciplinary action to address performance problems.

• Collaborate with staff members to plan and develop programs of events, schedules of activities, or menus.

• Analyze and record personnel and operational data, and write related activity reports.

• Furnish customers with information on events and activities.

• Requisition necessary supplies, equipment, and services.

• Resolve customer complaints regarding worker performance and services rendered.

• Apply customer/guest feedback to service improvement efforts.

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Job Zone

• Name: Job Zone Three: Medium Preparation Needed

• 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.

• Education: Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree. Some may require a bachelor's degree.

• 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.

• Examples: These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include funeral directors, electricians, forest and conservation technicians, legal secretaries, interviewers, and insurance sales agents.

• Svp range: (6.0 to < 7.0)

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Knowledge

Browse Knowledge

• 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.

• 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.

• 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.

• 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.

• Mathematics
  Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

• 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.

• Computers and Electronics
  Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

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Skills

Browse Skills

• Coordination
  Adjusting actions in relation to others' actions.

• Learning Strategies
  Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

• Social Perceptiveness
  Being aware of others' reactions and understanding why they react as they do.

• 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.

• 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.

• Instructing
  Teaching others how to do something.

• Writing
  Communicating effectively in writing as appropriate for the needs of the audience.

• Time Management
  Managing one's own time and the time of others.

• Monitoring
  Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

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Abilities

Browse 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.

• Written Expression
  The ability to communicate information and ideas in writing 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.

• Inductive Reasoning
  The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

• Speech Recognition
  The ability to identify and understand the speech of another person.

• Speech Clarity
  The ability to speak clearly so others can understand you.

• 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.

• Deductive Reasoning
  The ability to apply general rules to specific problems to produce answers that make sense.

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Work Activities

Browse Work Activities

• 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.

• Scheduling Work and Activities
  Scheduling events, programs, and activities, as well as the work of 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.

• Handling and Moving Objects
  Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.

• Coordinating the Work and Activities of Others
  Getting members of a group to work together to accomplish tasks.

• Thinking Creatively
  Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

• Communicating with Supervisors, Peers, or Subordinates
  Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Provide Consultation and Advice to Others
  Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.

• Coaching and Developing Others
  Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

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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?

• Responsibility for Outcomes and Results
  How responsible is the worker for work outcomes and results of other workers?

• 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?

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Interests

Browse Interests

• 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.

• Realistic
  Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.

• Social
  Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.

• 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.

• Artistic
  Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.

• Investigative
  Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.

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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.

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Work Values

Browse Work Values

• Authority
  Workers on this job give directions and instructions to others.

• Activity
  Workers on this job are busy all the time.

• Working Conditions
  Workers on this job have good working conditions.

• Autonomy
  Workers on this job plan their work with little supervision.

• Co-workers
  Workers on this job have co-workers who are easy to get along with.

• Moral Values
  Workers on this job are never pressured to do things that go against their sense of right and wrong.

• Responsibility
  Workers on this job make decisions on their own.

• Achievement-Mean Extent
  Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.

• Ability Utilization
  Workers on this job make use of their individual abilities.

• Achievement
  Workers on this job get a feeling of accomplishment.

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