CompGeo Salary Survey Benchmark Job Summary and Competencies

First Line Supv/Mgr Personal Service Workers

The Benchmark Job Description below represents the specific Position Characteristics of the job used in the Salary Survey. Benchmark Job Descriptions should be inspected carefully to review the degree of matching between an organizations' Job and the Salary Survey Benchmark. Matching internal Jobs to Salary Survey Benchmark Jobs should not be done on Job Title alone. A thorough comparison of Salary Survey Benchmark to Internal Job Descriptions is recommended. A good overlap should exist on any comparisons used on critical Job Dimensions and Competencies.
 
CompGeo Occupation Group: Management
Job Family: Management/Supervision Other
Benchmark Title: First Line Supv/Mgr Personal Service Workers
 
Summary Job Description Tasks
Directly supervise and coordinate activities of personal service workers, such as flight attendants, hairdressers, or caddies. Assign work schedules, following work requirements, to ensure quality and timely delivery of service.
 
Inspect work areas and operating equipment to ensure conformance to established standards in areas such as cleanliness and 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 and other supervisors to stay informed of changes affecting operations.
 
Inform workers about interests and special needs of specific groups.
 
Apply customer/guest feedback to service improvement efforts.
 
Resolve customer complaints regarding worker performance and services rendered.
 
Requisition necessary supplies, equipment, and services.
 
Analyze and record personnel and operational data, and write related activity reports.
 
Furnish customers with information on events and activities.
 
Collaborate with staff members to plan and develop programs of events, schedules of activities, or menus.
 
Take disciplinary action to address performance problems.
 
Recruit and hire staff members.
 
Participate in continuing education to stay abreast of industry trends and developments.
 
Direct and coordinate the activities of workers such as flight attendants, hotel staff, or hair stylists.
 
Direct marketing, advertising, and other customer recruitment efforts.
 
 
CompGeo Occupation Group: Management
Job Family: Management/Supervision Other
Benchmark Title: First Line Supv/Mgr Personal Service Workers
 
Important Knowledge Competencies Competency Description
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.
 
Economics and Accounting Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
 
Medicine and Dentistry Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.
 
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.
 
Law and Government Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
 
 
CompGeo Occupation Group: Management
Job Family: Management/Supervision Other
Benchmark Title: First Line Supv/Mgr Personal Service Workers
 
Important Skill Competencies Competency Description
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.
 
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.
 
Coordination Adjusting actions in relation to others' actions.
 
Service Orientation Actively looking for ways to help people.
 
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.
 
Persuasion Persuading others to change their minds or behavior.
 
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
 
Monitoring Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
 
Instructing Teaching others how to do something.
 
Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
 
Writing Communicating effectively in writing as appropriate for the needs of the audience.
 
Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.
 
Negotiation Bringing others together and trying to reconcile differences.
 
Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making.
 
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.
 
Learning Strategies Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
 
Quality Control Analysis Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
 
 
CompGeo Occupation Group: Management
Job Family: Management/Supervision Other
Benchmark Title: First Line Supv/Mgr Personal Service Workers
 
Important Ability Competencies Competency Description
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).
 
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).
 
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).
 
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).
 
Arm-Hand Steadiness The ability to keep your hand and arm steady while moving your arm or while holding your arm and hand in one position.
 
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.
 
Category Flexibility The ability to generate or use different sets of rules for combining or grouping things in different ways.
 
Trunk Strength The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without 'giving out' or fatiguing.
 
Perceptual Speed The ability to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other. This ability also includes comparing a presented object with a remembered object.
 
Flexibility of Closure The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material.
 
Far Vision The ability to see details at a distance.
 
 
CompGeo Occupation Group: Management
Job Family: Management/Supervision Other
Benchmark Title: First Line Supv/Mgr Personal Service Workers
 
Tools/Technology Example Product Category
Inventory management systems software Inventory management software
 
Microsoft Excel Spreadsheet software
 
Microsoft Office software Office suite software
 
Microsoft Outlook Electronic mail software
 
Microsoft PowerPoint Presentation software
 
Microsoft Word Word processing software
 
Point of sale POS software Point of sale POS software
 
Timekeeping software Time accounting software
 
Web browser software Internet browser software
 
Work scheduling software Calendar and scheduling software
 
Automated external defibrillators AED Automated external defibrillators AED or hard paddles
 
Computer laser printers Laser printers
 
Desktop computers Desktop computers
 
Laptop computers Notebook computers
 
Multi-line telephone systems Special purpose telephones
 
Personal computers Personal computers
 
Photocopying equipment Photocopiers
 
 
CompGeo Occupation Group: Management
Job Family: Management/Supervision Other
Benchmark Title: First Line Supv/Mgr Personal Service Workers
 
Prerequisite Qualification Category Education and Experience Level
On-the-Job Training Over 1 month, up to and including 3 months
 
On-Site or In-Plant Training Up to and including 1 month
 
Required Level of Education Bachelor's Degree
 
Required Level of Education High School Diploma (or GED or High School Equivalence Certificate)
 
 
CompGeo Occupation Group: Management
Job Family: Management/Supervision Other
Benchmark Title: First Line Supv/Mgr Personal Service Workers
 
Alternate Job Title(s)
Adult Family Home Program Manager
Airflight Attendants Supervisor
Airplane Flight Attendant Supervisor
Animal Trainer Supervisor
Banquet Captain
Barber Shop Manager
Beauty Shop Manager
Bell Captain
Bellhop Service Captain
Bowling Alley Operator
Caddie Supervisor
Caddy Master
Caddy/Caddie Supervisor
Caddymaster
Checkroom Chief
Chief Airport Guide
Chief Passenger Ship Steward/Stewardess
Chief of Service
Comfort Station Supervisor
Community Life Director
Direct Care Supervisor
Elevator Starter
Flight Purser
Golf Course Manager
Hair Salon Manager
Head Baggage Porter
Head Butler
Head Usher
Health Club Manager
Home Care Coordinator
Hospitality House Supervisor
Hospitality Manager
Housecleaner Supervisor
Inspector
Pack Worker Supervisor
Park Recreation Manager
Park Worker Supervisor
Parks Recreation Coordinator
Parks Recreation Director
Recreation Attendant Supervisor
Recreation Coordinator
Resident Care Supervisor
Residential Assistant
Residential Care Facility Manager
Rides Supervisor
Salon Manager
Second Steward/Stewardess
Service Superintendent
Shop Manager
Shop Supervisor
Spa Director
Stewardess Supervisor
Third Steward/Stewardess
 
CompGeo Occupation Group: Management
Job Family: Management/Supervision Other
Benchmark Title: First Line Supv/Mgr Personal Service Workers
 
 
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