Evolution Parking and Guest Services
Overview
The Guest Services Manager is responsible for overseeing all aspects of parking operations, including valet parking, maintaining Forbes guest service standards, prioritizing client relationships, motivating and managing team performance, budgeting and revenue collection, systems management, guest and team member safety, training, staffing, payroll, and scheduling. The role supports a luxury guest service oriented reputation and strong client relationships. Essential Responsibilities
Ensure the valet ramp is always properly represented by an Evolution team member and never left unattended without a Supervisor or Manager. Collaborate with the Supervisor frequently to stay close to the operation. Work during peak times (evenings, weekends, holidays) while effectively leading the team. Track hotel parking validations for reimbursement and integrity purposes. Understand and drive business metrics and performance measurements to ensure effectiveness, high performance, and compliance. Demonstrate the ability to positively influence metrics for forecasting, productivity, claims, guest service, and turnover. Understand the contractual agreement with the hotel and identify ways to maximize additional revenue opportunities for Evolution and the client. Understand the client’s service standards, motto, values, and hotel lingo while incorporating Evolution’s core values. Develop cohesive working relationships with the client’s employees. Identify objectives important to the client and ensure the team focuses on exceeding expectations. Treat clients, team members, and third-party vendors with courtesy, respect, and dignity. Practice preventative safety procedures daily as set forth by Evolution and the client. Report all claims, accidents, and incidents to HR and the Area/Regional VP immediately, handling them with urgency, care, and concern. Meet required Quality Assurance thresholds for completion and scores as outlined in the QA Performance policy and audit. Manage uniform and ticket inventory. Forecast and plan for seasonal variances with Area/Regional VP to ensure proper staffing levels. Adhere to Evolution’s employment and payroll policies to limit exposure to employment claims and litigation. Review and submit payroll to Corporate bi-weekly and ensure it does not exceed 50% of weekly revenue. Collaborate with Talent Acquisition to recruit future leaders at Evolution. Ensure each new team member is fully onboarded in our HRIS and trained prior to working on the ramp. Recognize exceptional performance and provide opportunities for top performers to learn and grow. Identify high-performing team members for Crescendo Academy and Crescendo Leadership developmental Programs. Other duties as assigned. Minimum Education Required
Associates Degree, High School Diploma or GED required, or relevant working experience. Understanding of general business practices including accounting, human resources, and customer service. Minimum Experience Required
Experience in valet parking. Valid US Driver’s License. 2+ years in a management position. Experience with HRIS platforms, such as ADP. Experience with customer service. Skills Required
Strong customer service and client relationship skills. Excellent oral and written communication skills. Strong technology proficiency. Strong organizational skills with meticulous attention to detail and accuracy. Ability to collaborate effectively and work as part of a team. Exceptional attention to detail and ability to multitask in a fast-paced, deadline-driven environment. Evolution Parking & Guest Services is an Equal Opportunity Employer with opportunities for advancement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.
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The Guest Services Manager is responsible for overseeing all aspects of parking operations, including valet parking, maintaining Forbes guest service standards, prioritizing client relationships, motivating and managing team performance, budgeting and revenue collection, systems management, guest and team member safety, training, staffing, payroll, and scheduling. The role supports a luxury guest service oriented reputation and strong client relationships. Essential Responsibilities
Ensure the valet ramp is always properly represented by an Evolution team member and never left unattended without a Supervisor or Manager. Collaborate with the Supervisor frequently to stay close to the operation. Work during peak times (evenings, weekends, holidays) while effectively leading the team. Track hotel parking validations for reimbursement and integrity purposes. Understand and drive business metrics and performance measurements to ensure effectiveness, high performance, and compliance. Demonstrate the ability to positively influence metrics for forecasting, productivity, claims, guest service, and turnover. Understand the contractual agreement with the hotel and identify ways to maximize additional revenue opportunities for Evolution and the client. Understand the client’s service standards, motto, values, and hotel lingo while incorporating Evolution’s core values. Develop cohesive working relationships with the client’s employees. Identify objectives important to the client and ensure the team focuses on exceeding expectations. Treat clients, team members, and third-party vendors with courtesy, respect, and dignity. Practice preventative safety procedures daily as set forth by Evolution and the client. Report all claims, accidents, and incidents to HR and the Area/Regional VP immediately, handling them with urgency, care, and concern. Meet required Quality Assurance thresholds for completion and scores as outlined in the QA Performance policy and audit. Manage uniform and ticket inventory. Forecast and plan for seasonal variances with Area/Regional VP to ensure proper staffing levels. Adhere to Evolution’s employment and payroll policies to limit exposure to employment claims and litigation. Review and submit payroll to Corporate bi-weekly and ensure it does not exceed 50% of weekly revenue. Collaborate with Talent Acquisition to recruit future leaders at Evolution. Ensure each new team member is fully onboarded in our HRIS and trained prior to working on the ramp. Recognize exceptional performance and provide opportunities for top performers to learn and grow. Identify high-performing team members for Crescendo Academy and Crescendo Leadership developmental Programs. Other duties as assigned. Minimum Education Required
Associates Degree, High School Diploma or GED required, or relevant working experience. Understanding of general business practices including accounting, human resources, and customer service. Minimum Experience Required
Experience in valet parking. Valid US Driver’s License. 2+ years in a management position. Experience with HRIS platforms, such as ADP. Experience with customer service. Skills Required
Strong customer service and client relationship skills. Excellent oral and written communication skills. Strong technology proficiency. Strong organizational skills with meticulous attention to detail and accuracy. Ability to collaborate effectively and work as part of a team. Exceptional attention to detail and ability to multitask in a fast-paced, deadline-driven environment. Evolution Parking & Guest Services is an Equal Opportunity Employer with opportunities for advancement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.
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