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About the Role

The Account Manager directly oversees one Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives.

Responsibilities

• Drives business metrics and performance measurements to ensure effectiveness, high performance and compliance.
• Improves the financial performance and profitability of the account.
• Maximizes opportunities within the contractual agreement.
• Positively moves metrics for forecasting, productivity, claims, customer service, and turnover.
• Manages scheduling, overtime for associates, tip reporting, and timekeeping.
• Ensures forecasts, payroll and accounting reports are on time and accurate.
• Utilizes standardized business systems and ensures compliance with policies and procedures.
• Engages in recruitment and hiring processes to select the best people for the location.
• Fosters an environment that retains talented associates.
• Responds proactively to associate feedback and suggestions.
• Ensures new associates receive proper orientation and on-the-job training.
• Recognizes great performance and provides growth opportunities for top performers.
• Identifies areas for team and individual improvement and provides training and coaching.
• Identifies talent and helps develop future leaders.
• Conducts regular performance appraisals and provides feedback and coaching.
• Holds effective associate meetings and ensures shift huddles occur.
• Practices positive discipline and provides accurate and timely performance documentation.
• Delegates decision-making and responsibilities appropriately.
• Ensures consistent delivery of guest/patient service experience on all shifts.
• Efficiently allocates labor resources to support service delivery.
• Forecasts and plans for seasonal variances to ensure proper staffing levels.
• Understands client service standards and integrates Towne Park’s standards.
• Ensures Towne Park is helping to drive client service metrics/measurements.
• Develops cohesive working relationships with clients’ staff members.
• Maintains regular communication with the client and follows through on commitments.
• Maintains a high level of visibility at client sites.
• Ensures the team is focused on exceeding client expectations.
• Builds client loyalty and creates a net promoter of Towne Park.
• Utilizes Towne Park systems to control assets and expenditures.
• Trains others on or ensures proper use of provided systems.
• Maintains a clean and neat work environment.
• Completes all tasks in a timely manner as instructed.
• Cooperates with management and coworkers to ensure adequate service delivery.
• Treats clients and associates with courtesy, respect, and dignity.
• Maintains strict confidentiality of associate and client information.
• Follows safety and security procedures.
• Practices preventative safety procedures.
• Reports all accidents and incidents immediately.
• Uses only trained equipment and operates all equipment safely.
• Reports all potential high-risk areas and safety concerns.
• Ensures associates are adequately trained in safety and loss prevention.
• Ensures claims are reported timely and accurately and cooperates with Risk Management.
• Holds associates accountable for at-fault claims and safety violations.
• Responds promptly to workplace safety concerns.
• Follows procedures for reporting on-the-job injuries and manages worker’s compensation cases.
• Adheres to Towne Park employment and payroll policies to limit exposure to claims and litigation.
• Maintains relationships with present clients to obtain references and leads.
• Keeps leadership and sales teams advised of changes to Ownership Groups/Management Companies or Brand changes.
• Advises Leadership and Sales of any changes in position at the client location.
• Monitors existing client business for opportunities for internal growth.

Requirements

• Associate’s degree preferred and a minimum of two (2) years of related experience and/or training; OR equivalent combination of education and/or experience.
• Knowledge of general business practices including accounting, human resources and customer service.
• Must be able to drive manual transmission.
• Must have and maintain a valid driver’s license and clean driving record.
• For insurance purposes, must be at least 18 years of age.
• Must be able to pass a criminal background, MVR and drug screen.

Skills

• Ability to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlines.
• Demonstrated work ethic, drive, energy, and persistence to achieve goals.
• Ability to maintain stability, dependability and professionalism when faced with changing and difficult situations.
• Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications.
• 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.

Experience Level

• Minimum of two (2) years of related experience and/or training

Education Level

• Associate’s degree preferred

Salary/Compensations

• $70,304 - $124,400

Benefits

• Medical, dental, and vision insurance.
• Accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits.
• Company-paid basic life and AD&D insurance.
• Short-term and long-term disability.
• 401k retirement savings plan.
• Accrue 0.0385 hours of PTO per hour worked up to a maximum of 80 hours per calendar year.
• 6 paid holidays throughout the calendar year.
• Accrue up to a maximum of 4 paid floating holidays per calendar year.

About the Company

• Towne Park is a hospitality services company committed to creating smiles by delivering exceptional experiences.
• When you work with Towne Park, you have an opportunity to impact the millions of patients, visitors and guests they proudly serve.
• Towne Park is a place where you can make a difference and create smiles every day.