Service Supervisor Solution

For entry-level leadership positions in the hospitality industry that oversee hourly and salaried employees in customer facing positions.

Description

The Service Supervisor solution is for entry-level leadership positions in the hospitality industry that oversee hourly and salaried employees in customer facing positions (e.g. Front Desk Associate, Concierge, Guest Services Associate). Individuals in these roles may perform many of the duties of the employees they supervise. Sample tasks may include: assisting challenging guests, coaching employees on their customer service skills, taking corrective action when an employee is performing poorly, and monitoring employees to assess the satisfactory completion of tasks. Potential job titles that use this solution are: Front Desk Manager, Guest Services Supervisor, and Front Desk Supervisor.

Job Levels: Supervsior
Localizations Available: US English
Average Testing Time: 48 minutes
Number of Questions: 218 items (174 items on average)
Number of Sittings: One or Two
Designed for Unproctored Environment: Yes
Question Format: Multiple choice, Multiple choice – adaptive, Forced choice – adaptive

Two Sitting Version:

Average Testing Time (minutes): Screening: 32 minutes Selection: 44 minutes
Maximum Number of Questions: Screening: 80 items (68 items on average) Selection: 195 items (151 items on average)
Designed for Unproctored Environment: Screening: Yes Selection: No
Question Format: Multiple choice, Multiple choice – adaptive, Forced choice – adaptive

Knowledge, Skills, Abilities and Competencies Measured

Deductive Reasoning Ability: This assessment measures the ability to draw logical conclusions based on information provided, identify strengths and weaknesses of arguments, and complete scenarios using incomplete information. It provides an indication of how an individual will perform when asked to develop solutions when presented with information and draw sound conclusions from data. This form of reasoning is commonly required to support work and decision making in many different types of jobs at many levels. Because this test utilizes computer adaptive technology, it is suitable for unproctored use.

Leadership Professionalism: This is a measure of the tendency to have potential for success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.

Management Potential: This component measures the tendency to make good judgments about how to effectively respond to work situations. This is determined by scores derived from the candidate’s responses to questions regarding situations one would likely encounter as a manager.

Customer Focus: This is a measure of the tendency to show persistent enthusiasm when interacting with customers. This trait is characterized by: apologizing sincerely for inconveniences; being patient; tolerating rude customers calmly; and searching for information or products for customers.

Achievement: This component measures the tendency to set and accomplish challenging goals, while persisting in the face of significant obstacles. This trait is characterized by: working hard; taking satisfaction and pride in producing high quality work; and being competitive.

Flexibility: This component measures the tendency to work effectively despite changes in coworkers, settings, and environment. This trait is expressed as one’s desire for variety and flexibility in work, and a comfort level in the midst of changing circumstances.

Confidence and Optimism: This component measures the tendency to have belief in one’s own ability to get the job done. This trait supports optimism in the face of rejection and a feeling of being successful and competent in a variety of areas. Thoroughness: This component measures the tendency to be thorough and precise in approaching work and personal activities. This trait is characterized by: being accurate; finding and correcting errors; and maintaining order in work and personal affairs.

Sense of Duty: This component measures a person’s tendency to acknowledge and respect authority, and to accept and comply with rules. This trait is demonstrated by: trustworthiness; protecting sensitive or confidential information; following required procedures; and honoring one’s commitment to the organization.

Independence: This component measures the tendency of a person’s willingness to take action and to make decisions independently. This trait is revealed in: working effectively without immediate supervision; not being overly dependent on help from others; and being resourceful in the face of challenges.

Influence: This component measures the tendency of a person’s effectiveness in directing and influencing others. This trait is characterized by: persuading and negotiating effectively with others; influencing others’ decision-making; and coordinating others’ efforts to accomplish work.

Innovation: This component measures the tendency of one’s creativity in working through problems and making decisions. This trait is seen as: producing novel solutions to problems; using imagination to create unique ideas or products; and logically applying multiple and inventive strategies when considering alternatives.

Two Sitting Version

Screening (Unproctored)

Deductive Reasoning Ability: This assessment measures the ability to draw logical conclusions based on information provided, identify strengths and weaknesses of arguments, and complete scenarios using incomplete information. It provides an indication of how an individual will perform when asked to develop solutions when presented with information and draw sound conclusions from data. This form of reasoning is commonly required to support work and decision making in many different types of jobs at many levels. Because this test utilizes computer adaptive technology, it is suitable for unproctored use.

Leadership Professionalism: This is a measure of the tendency to have potential for success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.

Management Potential: This component measures the tendency to make good judgments about how to effectively respond to work situations. This is determined by scores derived from the candidate’s responses to questions regarding situations one would likely encounter as a manager.

Selection (Proctored)

Deductive Reasoning Ability: This component is a second measurement of deductive reasoning ability. We utilize computer adaptive technology to administer a short, single assessment in a proctored setting that can confirm a candidate’s score when the initial test administration was given in an unproctored environment.

Management Judgment: This is a tendency to make good judgments about how to effectively respond to work situations. This is determined by scores derived from the candidate’s responses to questions regarding situations one would likely encounter as a manager.

Customer Focus: This is a measure of the tendency to show persistent enthusiasm when interacting with customers. This trait is characterized by: apologizing sincerely for inconveniences; being patient; tolerating rude customers calmly; and searching for information or products for customers.

Achievement: This component measures the tendency to set and accomplish challenging goals, while persisting in the face of significant obstacles. This trait is characterized by: working hard; taking satisfaction and pride in producing high quality work; and being competitive.

Flexibility: This component measures the tendency to work effectively despite changes in coworkers, settings, and environment. This trait is expressed as one’s desire for variety and flexibility in work, and a comfort level in the midst of changing circumstances.

Confidence and Optimism: This component measures the tendency to have belief in one’s own ability to get the job done. This trait supports optimism in the face of rejection and a feeling of being successful and competent in a variety of areas.

Thoroughness: This component measures the tendency to be thorough and precise in approaching work and personal activities. This trait is characterized by: being accurate; finding and correcting errors; and maintaining order in work and personal affairs.

Sense of Duty: This component measures a person’s tendency to acknowledge and respect authority, and to accept and comply with rules. This trait is demonstrated by: trustworthiness; protecting sensitive or confidential information; following required procedures; and honoring one’s commitment to the organization.

Independence: This component measures the tendency of a person’s willingness to take action and to make decisions independently. This trait is revealed in: working effectively without immediate supervision; not being overly dependent on help from others; and being resourceful in the face of challenges.

Influence: This component measures the tendency of a person’s effectiveness in directing and influencing others. This trait is characterized by: persuading and negotiating effectively with others; influencing others’ decision-making; and coordinating others’ efforts to accomplish work.

Innovation: This component measures the tendency of one’s creativity in working through problems and making decisions. This trait is seen as: producing novel solutions to problems; using imagination to create unique ideas or products; and logically applying multiple and inventive strategies when considering alternatives.

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