First-Line Supervisors of Personal Service Workers Go Back to List Directly supervise and coordinate activities of personal service workers, such as flight attendants, hairdressers, or caddies.

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.
	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.
	Furnish customers with information on events or activities.

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.
	Speaking - Talking to others to convey information effectively.
	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.
	Time Management - Managing one's own time and the time of others.
	Coordination - Adjusting actions in relation to others' actions.
	Persuasion - Persuading others to change their minds or behavior.
	Service Orientation - Actively looking for ways to help people.
	Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

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.
	Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
	Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
	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.

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Education & Training   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.

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	Some of the occupational information on this page is formulated from O*NETTM v17.0 data. O*NETTM is a trademark of the U.S. Department of Labor, Employment and Training Administration.