First-Line Supervisors of Personal Service Workers

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ABOUT FIRST-LINE SUPERVISOR OF PERSONAL SERVICE WORKERS CAREERS
Video transcript

Providing personal service to clients is a mission carried out by personnel from tour guides and caddies to hair dressers and spa staff. Their supervisors create an atmosphere of quality service and provide workers with guidance and training. Personal service worker supervisors shape service delivery starting by selecting their team and training them on company policies and operating procedures. They assign work schedules and ensure workers' customer skills and job performance meet company expectations. Being an effective listener attuned to a customer's experience is an essential skill. When customers take issue with an aspect of service, supervisors resolve the complaints, and, if necessary, take disciplinary action with employees. Personal service worker supervisors meet with managers for updates on policy changes, and may collaborate with colleagues and employees to develop events, new menus, or service programs. Some supervisors also sell services or products. Most supervisor positions require previous experience in the field, along with training in vocational schools, or an associate's degree.

SNAPSHOT
Supervise and coordinate activities of personal service workers.
Leadership
HIGH
Critical decision making
HIGH
Level of responsibilities
HIGH
Job challenge and pressure to meet deadlines
HIGH
Dealing and handling conflict
LOW
Competition for this position
LOW
Communication with others
HIGH
Work closely with team members, clients etc.
HIGH
Comfort of the work setting
HIGH
Exposure to extreme environmental conditions
LOW
Exposure to job hazards
LOW
Physical demands
LOW
Daily tasks

Recruit and hire staff members.

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

Inform workers about interests or special needs of specific groups.

Requisition necessary supplies, equipment, or services.

Take disciplinary action to address performance problems.

Train workers in proper operational procedures and functions and explain company policies.

Meet with managers or other supervisors to stay informed of changes affecting operations.

Resolve customer complaints regarding worker performance or services rendered.

Apply customer feedback to service improvement efforts.

Inspect work areas or operating equipment to ensure conformance to established standards in areas such as cleanliness or maintenance.

Observe and evaluate workers' appearance and performance to ensure quality service and compliance with specifications.

MAIN ACTIVITIES
Making Decisions and Solving Problems Analyzing information and evaluating results to choose the best solution and solve problems.
Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
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.
Identifying Objects, Actions, and Events Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Evaluating Information to Determine Compliance with Standards Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Performing Administrative Activities Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
AREAS OF 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.
TOP 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.
Management of Personnel Resources Motivating, developing, and directing people as they work, identifying the best people for the job.
Speaking Talking to others to convey information effectively.
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
Time Management Managing one's own time and the time of others.
Coordination Adjusting actions in relation to others' actions.
Reading Comprehension Understanding written sentences and paragraphs in work related documents.