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About the Role

The Associate Manager is responsible for ensuring high levels of client, customer, and associate satisfaction at a designated Towne Park location. This role involves managing guest/patient services, hiring and training staff, financial management, and addressing customer complaints.

Responsibilities

• 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.
• 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 meet business demands and productivity goals.
• Reviews comment cards and guest satisfaction results with employees.
• Is actively engaged in the recruitment and hiring processes.
• Responds proactively to associate feedback and suggestions.
• Assists Account Manager in establishing guidelines so employees understand expectations and parameters.
• Ensures new associates get off to the right start through proper orientation and on-the-job training.
• Recognizes great performance and provides opportunities for top performers to learn and grow.
• Recognizes where the team and individual performers need to improve and properly trains and coaches.
• Conducts regular performance appraisals, and provides feedback and coaching for all direct reports.
• Includes disciplinary actions and discharging when necessary.
• 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.
• 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 that 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 that controls are in place for scheduling, overtime, tip reporting, and timekeeping.
• Make day-to-day decisions that impact the operational and financial of the site(s).
• Hiring of new or replacement associates.
• Discharging of associates not performing their job tasks properly.
• Disciplining associates when necessary.

Requirements

• A minimum of one (1) year of related experience in hospitality
• Valid driver’s license and clean driving record
• Knowledge of Towne Park’s and site-specific preventative safety and security procedures
• Knowledge of Towne Park’s safe driving policies and procedures
• Knowledge of potential hot spot and accident reporting policies and procedures as set forth by Towne Park
• Knowledge of Towne Park’s equipment training, policies and procedures for use in a safe and efficient manner
• Knowledge of Towne Park’s claim check, ticketing and key box training, policies and procedures
• Knowledge of Towne Park’s principles and processes for providing exemplary customer service.
• Knowledge of customer confidentiality policies and procedures as set forth by Towne Park and/or HIPPA
• Knowledge of business writing, basic accounting and business metrics
• Knowledge of the client’s facility, including outlets, meeting rooms, amenities, main attractions in the area, 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 and Outlook) and various technology and point-of-sale applications
• Must be able 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 effectively 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

Work Type

• Full-time

Experience Level

• 1 year of related experience in hospitality

Education Level

• Associate’s degree or equivalent degree preferred

Salary/Compensations

• $48,000 - $72,000

Benefits

• Medical, dental, and vision insurance
• Accident insurance
• Critical illness insurance
• Hospital indemnity insurance
• Telemedicine benefits
• Company-paid basic life and AD&D insurance
• Short-term and long-term disability
• 401k retirement savings plan

About the Company

• Towne is an exceptional arrival through departure experience company.
• With its best-in-class parking and hospitality solutions and its fully integrated technology platform, we deliver seamless parking and mobility experiences in the places where people live, learn, work, play, rejuvenate, and recover.
• Towne’s 14,000 team members create smiles by delivering exceptional experiences for the millions of people we proudly serve each year.
• For nearly 40 years, Towne has been committed to providing the best experience, delivered by the best team, powered by innovative technology, enhancing lives and communities.