Occupation · SOC 39-1014
First-Line Supervisors of Entertainment and Recreation Workers, Except Gambling Services
Directly supervise and coordinate activities of entertainment and recreation related workers.
Median wage
$46,900
$32,960–$76,430
Projected growth
—
—
Annual openings
—
per year
Employed (US)
92,830
Job Zone 2
Typical preparation
Some preparation
Stackable credential programs
20 mapped
Core skills
SpeakingActive ListeningService OrientationSocial PerceptivenessCoordinationMonitoringCritical ThinkingReading Comprehension
Knowledge areas
Customer and Personal ServiceEnglish LanguageAdministration and ManagementEducation and TrainingPublic Safety and Security
Technology & tools
Inventory management softwareSpreadsheet softwareOffice suite softwareElectronic mail softwarePresentation software
Representative tasks
Analyze and record personnel or operational data and write related activity reports.Apply customer feedback to service improvement efforts.Assign work schedules, following work requirements, to ensure quality and timely delivery of service.Collaborate with staff members to plan or develop programs of events or schedules of activities.Direct or coordinate the activities of entertainment and recreation related workers.Furnish customers with information on events or activities.Inform workers about interests or special needs of specific groups.Inspect work areas or operating equipment to ensure conformance to established standards in areas such as cleanliness or maintenance.Meet with managers or other supervisors to stay informed of changes affecting workers or operations.Observe and evaluate workers' appearance and performance to ensure quality service and compliance with specifications.Participate in continuing education to stay abreast of industry trends and developments.Plan, direct, or supervise recreational and entertainment activities led by staff, such as sports, aquatics, games, or performing arts.Provide staff with assistance in performing difficult or complicated duties.Recruit and hire staff members.Requisition supplies and equipment necessary for workers to facilitate recreational or entertainment activities, such as safety harnesses, flash lights, or first aid kits.Resolve customer complaints regarding worker performance or services rendered.Serve as a point of contact between managerial staff and leaders of recreational or entertainment activities.Take disciplinary action to address performance problems.Train workers in proper operational procedures and functions and explain company policies.
Competency framework
Skill expectations by proficiency level.
emerging
House rules and posted regulations — review and recite under direct supervisor guidance at an entertainment or recreation venue.Patron complaints — receive and escalate to senior staff following established customer service protocols.Monetary transaction paperwork — complete basic forms with supervisor review at a front-desk or ticket station.Staff schedules and shift assignments — read and confirm accuracy using calendar and scheduling software under direction.Guest behavior — observe and report unusual or disruptive conduct to a shift manager on the venue floor.Point-of-sale software — process routine transactions and issue receipts at a recreation facility checkout counter.Safety and security procedures — follow posted protocols when responding to minor incidents in a public venue.Spreadsheet software — enter attendance or inventory data into pre-built templates under supervisor instruction.Team communication — listen actively during pre-shift briefings and carry out assigned tasks at an entertainment facility.Customer service expectations — apply basic service orientation principles when greeting and directing patrons at a recreation center.
developing
Game or activity operations — monitor ongoing play to confirm house rules and venue policies are being followed on the facility floor.Patron complaints — address and resolve routine dissatisfaction issues independently using practiced customer service techniques.Monetary transaction records — prepare and reconcile required paperwork for cash and card transactions with minimal oversight.Worker performance — coordinate daily task assignments and provide real-time feedback to front-line staff during a shift.Suspicious patron behavior — identify and document irregularities such as rule violations and report findings to security personnel.Inventory management software — track equipment and supply levels, flagging shortages for timely reordering at a recreation facility.Electronic mail and office suite software — draft routine operational correspondence and shift summaries for management review.Scheduling conflicts — resolve employee availability issues using time accounting software in a moderate-volume entertainment venue.Venue safety compliance — apply public safety knowledge to enforce applicable state and local regulations during daily operations.Staff onboarding — demonstrate correct operating procedures to newly hired workers during supervised training shifts.
proficient
Regulatory compliance — oversee all game and activity operations to ensure consistent adherence to tribal, state, and federal rules across an entire shift.Complex patron disputes — investigate, negotiate, and resolve escalated complaints from guests with full autonomy and documented outcomes.Financial transaction accuracy — audit monetary transaction paperwork, identify discrepancies, and implement corrective procedures at a busy entertainment venue.Workforce coordination — manage multi-role teams across concurrent activities, adjusting assignments in real time to maintain service quality.Behavioral risk assessment — apply social perceptiveness and critical thinking to detect and address cheating or misconduct patterns on the venue floor.Technology integration — configure and maintain point-of-sale, inventory, and scheduling software to optimize operational efficiency.Performance coaching — conduct individualized feedback sessions using direct observation data to improve staff service delivery.Incident documentation — author thorough written reports on rule violations, safety events, and patron incidents using word processing software.Budget monitoring — track departmental expenditures against allocations using spreadsheet software and flag variances to management.Cross-functional collaboration — coordinate with security, facilities, and marketing teams to plan and execute special entertainment events.
advanced
Operational standards — develop and implement venue-wide policies and procedures that align entertainment operations with organizational goals.Regulatory strategy — establish compliance frameworks ensuring sustained adherence to tribal, state, and federal regulations across all supervised areas.Guest experience vision — design patron service standards and complaint-resolution systems that drive measurable satisfaction improvements.Leadership development — mentor supervisory candidates through structured training programs, building a pipeline of capable entertainment and recreation leaders.Technology roadmap — evaluate and recommend new point-of-sale, scheduling, and inventory platforms to senior management to modernize operations.Risk management — create organization-wide protocols for detecting behavioral irregularities and coordinating with security and legal stakeholders.Financial oversight — analyze revenue, transaction records, and cost data to present actionable performance reports to executive leadership.Staff culture — model and reinforce integrity, dependability, and cooperation as organizational values through visible leadership on the venue floor.Strategic scheduling — design labor allocation models using workforce data that balance service coverage with budget constraints across seasons.Stakeholder communication — present operational performance, compliance outcomes, and improvement initiatives to ownership, regulators, and community partners.
Also known as
60 alternate job titles map to this occupation.
Usher, HeadRecreation CoordinatorCaddy MasterShop ManagerParks Recreation DirectorAquatics SupervisorSupervisor, RidesSalon CoordinatorBell CaptainService CaptainBowling Alley OperatorSupervisor, Airplane-Flight AttendantService ChiefHair Salon ManagerSupervisor, HousecleanerElevator StarterParks Recreation CoordinatorHotel Services SupervisorGolf Course ManagerRides SupervisorSuperintendent, ServiceSteward/Stewardess, SecondPark Worker SupervisorService SuperintendentPack Worker SupervisorInspectorAnimal Trainer SupervisorSalon DirectorCommunity Life DirectorCaddie SupervisorGuest Experience CaptainService Industry CoordinatorCaddy SupervisorHospitality ManagerBaggage Porter, HeadSalon LeaderClub SupervisorSteward/Stewardess, Chief, Passenger ShipSummer Camp SupervisorRecreation Attendant Supervisor