Towne Park
Associate Manager - Valet & Parking Services - Faena Hotel Miami Beach
Towne Park, Kapolei, Hawaii, us, 96709
Job Summary
The Associate Manager is responsible for ensuring high levels of client, customer and associate satisfaction at a designated Towne Park location. Key responsibilities include managing the delivery of guest/patient services; hiring, training, evaluating and discharging associates; planning, assigning, and directing work; appraising performance; financial management and reporting; addressing customer complaints; and managing a minimum of two associates.
Essential Functions
Ensures that the guest service experience is delivered exceptionally and consistently on all shifts. Sets a positive example for guest relations and empowers associates to provide excellent customer service. May perform guest/patient service duties including valet parking, bell services, and door services, as needed ( 15% ).
Efficiently allocates labor resources to support service delivery and reduces staffing levels if business conditions dictate. Understands the client’s service standards and effectively integrates Towne Park’s standards to complement them to meet business demands and productivity goals. Reviews comment cards and guest satisfaction results with employees ( 20% ).
Actively engages in the recruitment and hiring processes to ensure the best people are selected for the location. Responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews ( 15% ).
Assists Account Manager in establishing guidelines so employees understand expectations and parameters. Sees that new associates get off to the right start through proper orientation and on‑job training. Recognizes great performance and provides opportunities for top performers to learn and grow. Provides feedback and coaching for all direct reports including disciplinary and discharging when necessary ( 20% ).
Develops cohesive working relationships with the clients’ staff members. Maintains regular meeting rhythms and communication channels with the client and follows through on commitments. Knows when to be present at the site and maintains a high level of visibility. Understands what objectives are important to the client and ensures the entire team is focused on exceeding expectations ( 15% ).
Understands and drives business metrics for forecasting, productivity, claims, customer service, and turnover. Ensures all associates accurately identify and collect revenue for all vehicles. Ensures the shift reports, cash drops and other revenue reports are completed with detail and accuracy. Supervises the reconciliation of revenue and tickets at the end of every shift. Ensures controls are in place for scheduling, overtime, tip reporting, and timekeeping ( 15% ).
Compensation & Benefits Annual base pay range: $60,000–$66,000. Employees may be eligible for annual incentive bonuses. Benefits include medical, dental, vision, accident, critical illness, hospital indemnity, telemedicine, basic life and AD&D insurance, short‑ and long‑term disability, and a 401(k). Paid time off: accrue 0.0385 hours per hour worked up to 80 hours per year; 6 paid holidays; up to 4 paid floating holidays.
Qualifications
Education: Associate’s degree or equivalent degree preferred.
Licensure, Certification, Etc.: Valid driver’s license and clean driving record.
Work Experience: Minimum of one (1) year of related experience in hospitality.
Knowledge:
Towne Park’s and site‑specific preventative safety and security procedures.
Towne Park’s safe driving policies and procedures.
Potential hot spot and accident reporting policies and procedures as set forth by Towne Park.
Towne Park’s equipment training, policies and procedures for use in a safe and efficient manner.
Towne Park’s claim check, ticketing and key box training, policies and procedures.
Towne Park’s principles and processes for providing exemplary customer service, including customer needs assessment, meeting quality standards for services, and evaluating customer satisfaction.
Customer confidentiality policies and procedures as set forth by Towne Park and/or HIPAA.
Business writing, basic accounting and business metrics.
The client’s facility, including outlets, meeting rooms, amenities, main attractions, parking rates, and other pertinent information.
Skills:
Must be able to drive manual transmission.
Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word, Outlook) and various technology and point‑of‑sale applications.
Ability to effectively present information in one‑on‑one and small group situations to guests, clients and associates.
Written and verbal communication skills to effectively address all levels within the organization.
Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures.
Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials and corporate communications.
Ability to compose professional internal and external business communications including reports, memos, letters, and e‑mails.
Ability to maintain accuracy and composure while under pressure to handle guest/patient complaints and difficult situations.
A proven track record of being courteous, having a sense of urgency, and maintaining a high level of safety.
Authority To Act:
Performs duties independently with minimal supervision. Makes day‑to‑day decisions that impact the operational and financial aspects of the site(s).
Includes hiring of new or replacement associates and discharging of associates not performing their job tasks properly and disciplining associates when necessary.
Budget Responsibility:
Has control over available resources only.
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Essential Functions
Ensures that the guest service experience is delivered exceptionally and consistently on all shifts. Sets a positive example for guest relations and empowers associates to provide excellent customer service. May perform guest/patient service duties including valet parking, bell services, and door services, as needed ( 15% ).
Efficiently allocates labor resources to support service delivery and reduces staffing levels if business conditions dictate. Understands the client’s service standards and effectively integrates Towne Park’s standards to complement them to meet business demands and productivity goals. Reviews comment cards and guest satisfaction results with employees ( 20% ).
Actively engages in the recruitment and hiring processes to ensure the best people are selected for the location. Responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews ( 15% ).
Assists Account Manager in establishing guidelines so employees understand expectations and parameters. Sees that new associates get off to the right start through proper orientation and on‑job training. Recognizes great performance and provides opportunities for top performers to learn and grow. Provides feedback and coaching for all direct reports including disciplinary and discharging when necessary ( 20% ).
Develops cohesive working relationships with the clients’ staff members. Maintains regular meeting rhythms and communication channels with the client and follows through on commitments. Knows when to be present at the site and maintains a high level of visibility. Understands what objectives are important to the client and ensures the entire team is focused on exceeding expectations ( 15% ).
Understands and drives business metrics for forecasting, productivity, claims, customer service, and turnover. Ensures all associates accurately identify and collect revenue for all vehicles. Ensures the shift reports, cash drops and other revenue reports are completed with detail and accuracy. Supervises the reconciliation of revenue and tickets at the end of every shift. Ensures controls are in place for scheduling, overtime, tip reporting, and timekeeping ( 15% ).
Compensation & Benefits Annual base pay range: $60,000–$66,000. Employees may be eligible for annual incentive bonuses. Benefits include medical, dental, vision, accident, critical illness, hospital indemnity, telemedicine, basic life and AD&D insurance, short‑ and long‑term disability, and a 401(k). Paid time off: accrue 0.0385 hours per hour worked up to 80 hours per year; 6 paid holidays; up to 4 paid floating holidays.
Qualifications
Education: Associate’s degree or equivalent degree preferred.
Licensure, Certification, Etc.: Valid driver’s license and clean driving record.
Work Experience: Minimum of one (1) year of related experience in hospitality.
Knowledge:
Towne Park’s and site‑specific preventative safety and security procedures.
Towne Park’s safe driving policies and procedures.
Potential hot spot and accident reporting policies and procedures as set forth by Towne Park.
Towne Park’s equipment training, policies and procedures for use in a safe and efficient manner.
Towne Park’s claim check, ticketing and key box training, policies and procedures.
Towne Park’s principles and processes for providing exemplary customer service, including customer needs assessment, meeting quality standards for services, and evaluating customer satisfaction.
Customer confidentiality policies and procedures as set forth by Towne Park and/or HIPAA.
Business writing, basic accounting and business metrics.
The client’s facility, including outlets, meeting rooms, amenities, main attractions, parking rates, and other pertinent information.
Skills:
Must be able to drive manual transmission.
Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word, Outlook) and various technology and point‑of‑sale applications.
Ability to effectively present information in one‑on‑one and small group situations to guests, clients and associates.
Written and verbal communication skills to effectively address all levels within the organization.
Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures.
Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials and corporate communications.
Ability to compose professional internal and external business communications including reports, memos, letters, and e‑mails.
Ability to maintain accuracy and composure while under pressure to handle guest/patient complaints and difficult situations.
A proven track record of being courteous, having a sense of urgency, and maintaining a high level of safety.
Authority To Act:
Performs duties independently with minimal supervision. Makes day‑to‑day decisions that impact the operational and financial aspects of the site(s).
Includes hiring of new or replacement associates and discharging of associates not performing their job tasks properly and disciplining associates when necessary.
Budget Responsibility:
Has control over available resources only.
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