Account Manager - Valet Services - Hilton Bonnet Creek

Account Manager

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives.

Duties And Responsibilities

Financial and Business Systems Management

• Understands and drives business metrics and performance measurements to ensure effectiveness, high performance and compliance.
• Demonstrates the ability to improve the financial performance and profitability of the account
• Understands the contractual agreement and recognizes ways to maximize opportunities
• Demonstrates the ability to positively move the metrics for forecasting, productivity, claims, customer service, and turnover
• Manages scheduling, overtime for associates under his/her direct supervision, tip reporting, and timekeeping
• Ensures that forecasts, payroll and accounting reports are on time and accurate
• Effectively utilizes standardized business systems as developed by Towne Park and ensures compliance with policies and procedures

Human Resources

• Is actively engaged in the recruitment and hiring processes to ensure the best people are selected for the location
• Fosters an environment that retains talented associates
• Responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews
• Sees that 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
• Identifies talent and helps develop future leaders for the organization
• Conducts regular performance appraisals and provides feedback and coaching for all direct reports
• Holds effective associate meetings and ensures that shift huddles happen on every shift
• Practices positive discipline and provides accurate and timely performance documentation
• Delegates by allocating decision making and other responsibilities appropriately and effectively

Service Management

• Ensures that the guest/patient service experience is delivered consistently on all shifts
• Efficiently allocates labor resources to support service delivery
• Works with the Area/District Manager and Human Resources to forecast and plan for seasonal variances in business to ensure proper staffing levels
• Understands the client's service standards and effectively integrates Towne Park's standards to complement them
• Is knowledgeable of the client's service metrics/measurements and ensures Towne Park is helping to drive results

Client Relations Management

• 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
• Capitalizes on opportunities to grow Towne Park's business by building client loyalty and creates a net promoter of Towne Park.

Systems and Standards

• Fully understands and utilizes the systems provided by Towne Park to control assets and expenditures
• Trains others or sees that they are trained to properly use the systems provided
• Maintains a clean, neat work environment

• Completes all tasks in a timely manner as instructed by the Area/District Manager
• Cooperates with management and coworkers to ensure that services can be adequately maintained to meet the needs of internal and external customers
• Treats clients and associates with courtesy, respect and dignity
• Maintains strict confidentiality related to associate and client information

Safety and Risk Management

• Understands and follows safety and security procedures
• Practices preventative safety procedures as set forth by Towne Park
• Reports all accidents and incidents to the Area/District Manager immediately
• Uses only equipment trained to use and operates all equipment in a safe manner
• Reports all potential high risk areas and safety concerns to the Area/District Manager
• Ensures all associates have been adequately trained in safety and loss prevention procedures
• Ensures claims are reported timely and accurately and cooperates with the Risk Management department to resolve claims
• Consistently follows the progressive disciplinary process to hold associates accountable for at-fault claims and safety violations
• Promptly responds to any concerns regarding workplace safety
• Follows the procedures for reporting on-the-job injuries and works with Human Resources to effectively manage worker's compensation cases
• Adheres to Towne Park employment and payroll policies and procedures to limit exposure to employment claims and litigation

Sales Responsibilities:

• Maintains relationships with present client to obtain references and leads for new opportunities
• Keeps leadership and sales teams advised on known changes to Ownership Groups/Management Companies or Brand changes
• Advises Leadership and Sales of any changes in position at the client location. Specifically, name, where they came from, where they are going
• Monitors existing client's business in order to be aware of and report to Area/District Manager any construction, expansion, or changes in the current business that could lead to internal growth opportunities.

Knowledge, Skills And Abilities

• 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

Qualifications

• 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 and be able to pass a criminal background, MVR and drug screen

Job Details Compensation: Towne Park is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate's job-related skills, experience, education or training, and location. The annual base pay range for this position is $65,700-$98,500. Additional Compensation: Employees may be eligible to receive annual incentive bonuses depending on their job classification and the policy guidelines.

Benefits: Employees are eligible to enroll in medical, dental, and vision insurance, accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits. Employees are provided company-paid basic life and AD&D insurance as well as short-term and long-term disability. Employees are also able to enroll in the company's 401k retirement savings plan.

Paid Time Off: Employees accrue 0.0385 hours of PTO per hour worked up to a maximum of 80 hours per calendar year. Employees receive 6 paid holidays throughout the calendar year and employees accrue up to a maximum of 4 paid floating holidays per calendar year.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to