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First-Line Supervisors of Entertainment and Recreation Workers, Except Gambling Services

SOC 39-1014.00Job Zone 2 · Some Preparationv.26.05

Context coveredThis framework covers front-line supervision of entertainment and recreation staff across venue operations including compliance monitoring, patron service, monetary transactions, workforce coordination, and regulatory adherence.

Sources:O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.SkillsCrosswalkSkillsCrosswalk — O*NET enrichment + adjacency index. Opens in new tab.
Emerging
Entry / Apprentice
  1. House rules and posted regulations — review and recite under direct supervisor guidance at an entertainment or recreation venue.
  2. Patron complaints — receive and escalate to senior staff following established customer service protocols.
  3. Monetary transaction paperwork — complete basic forms with supervisor review at a front-desk or ticket station.
  4. Staff schedules and shift assignments — read and confirm accuracy using calendar and scheduling software under direction.
  5. Guest behavior — observe and report unusual or disruptive conduct to a shift manager on the venue floor.
  6. Point-of-sale software — process routine transactions and issue receipts at a recreation facility checkout counter.
  7. Safety and security procedures — follow posted protocols when responding to minor incidents in a public venue.
  8. Spreadsheet software — enter attendance or inventory data into pre-built templates under supervisor instruction.
  9. Team communication — listen actively during pre-shift briefings and carry out assigned tasks at an entertainment facility.
  10. Customer service expectations — apply basic service orientation principles when greeting and directing patrons at a recreation center.
Developing
Mid-level / Established
  1. Game or activity operations — monitor ongoing play to confirm house rules and venue policies are being followed on the facility floor.
  2. Patron complaints — address and resolve routine dissatisfaction issues independently using practiced customer service techniques.
  3. Monetary transaction records — prepare and reconcile required paperwork for cash and card transactions with minimal oversight.
  4. Worker performance — coordinate daily task assignments and provide real-time feedback to front-line staff during a shift.
  5. Suspicious patron behavior — identify and document irregularities such as rule violations and report findings to security personnel.
  6. Inventory management software — track equipment and supply levels, flagging shortages for timely reordering at a recreation facility.
  7. Electronic mail and office suite software — draft routine operational correspondence and shift summaries for management review.
  8. Scheduling conflicts — resolve employee availability issues using time accounting software in a moderate-volume entertainment venue.
  9. Venue safety compliance — apply public safety knowledge to enforce applicable state and local regulations during daily operations.
  10. Staff onboarding — demonstrate correct operating procedures to newly hired workers during supervised training shifts.
Proficient
Senior / Expert IC
  1. Regulatory compliance — oversee all game and activity operations to ensure consistent adherence to tribal, state, and federal rules across an entire shift.
  2. Complex patron disputes — investigate, negotiate, and resolve escalated complaints from guests with full autonomy and documented outcomes.
  3. Financial transaction accuracy — audit monetary transaction paperwork, identify discrepancies, and implement corrective procedures at a busy entertainment venue.
  4. Workforce coordination — manage multi-role teams across concurrent activities, adjusting assignments in real time to maintain service quality.
  5. Behavioral risk assessment — apply social perceptiveness and critical thinking to detect and address cheating or misconduct patterns on the venue floor.
  6. Technology integration — configure and maintain point-of-sale, inventory, and scheduling software to optimize operational efficiency.
  7. Performance coaching — conduct individualized feedback sessions using direct observation data to improve staff service delivery.
  8. Incident documentation — author thorough written reports on rule violations, safety events, and patron incidents using word processing software.
  9. Budget monitoring — track departmental expenditures against allocations using spreadsheet software and flag variances to management.
  10. Cross-functional collaboration — coordinate with security, facilities, and marketing teams to plan and execute special entertainment events.
Advanced
Lead / Principal / Executive
  1. Operational standards — develop and implement venue-wide policies and procedures that align entertainment operations with organizational goals.
  2. Regulatory strategy — establish compliance frameworks ensuring sustained adherence to tribal, state, and federal regulations across all supervised areas.
  3. Guest experience vision — design patron service standards and complaint-resolution systems that drive measurable satisfaction improvements.
  4. Leadership development — mentor supervisory candidates through structured training programs, building a pipeline of capable entertainment and recreation leaders.
  5. Technology roadmap — evaluate and recommend new point-of-sale, scheduling, and inventory platforms to senior management to modernize operations.
  6. Risk management — create organization-wide protocols for detecting behavioral irregularities and coordinating with security and legal stakeholders.
  7. Financial oversight — analyze revenue, transaction records, and cost data to present actionable performance reports to executive leadership.
  8. Staff culture — model and reinforce integrity, dependability, and cooperation as organizational values through visible leadership on the venue floor.
  9. Strategic scheduling — design labor allocation models using workforce data that balance service coverage with budget constraints across seasons.
  10. Stakeholder communication — present operational performance, compliance outcomes, and improvement initiatives to ownership, regulators, and community partners.

AI-at-Work Competency Framework

Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.

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Sources:Pathsmith™ Durable SkillsPathsmith™ Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
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Show O*NET source anchors42 anchors · skillscrosswalk.com

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Source anchors that ground each statement

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RAPIDS apprenticeships
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O*NET skills
SpeakingActive ListeningService OrientationSocial PerceptivenessCoordinationMonitoringCritical ThinkingReading Comprehension
Knowledge domains
Customer and Personal ServiceEnglish LanguageAdministration and ManagementEducation and TrainingPublic Safety and SecurityPsychologyAdministrativeSales and Marketing
Abilities
Oral ComprehensionOral ExpressionSpeech ClaritySpeech RecognitionNear VisionProblem Sensitivity
Work styles
DependabilityCooperationAttention to DetailSocial OrientationSelf-ControlIntegrity
Technology
Inventory management softwareSpreadsheet softwareOffice suite softwareElectronic mail softwarePresentation softwareWord processing softwarePoint of sale POS softwareTime accounting softwareInternet browser softwareCalendar and scheduling software
Tasks · seed anchors for statements
  1. Monitor game operations to ensure that house rules are followed, that tribal, state, and federal regulations a
  2. Observe gamblers' behavior for signs of cheating, such as marking, switching, or counting cards, and notify se
  3. Perform paperwork required for monetary transactions.
  4. Respond to and resolve patrons' complaints.
CIP education codes
31.0601

Sources: O*NET v30.2 (CC BY 4.0), SkillsCrosswalk.com, LER.me®, Anthropic Economic Index, SAFI (Jadhav & Danve, 2026), WEF Skills Taxonomy 2021, Pathsmith™ Durable Skills Framework. © 2026 EBSCOed.