Account Manager - Visitor Management - Baylor University Medical Center

At Towne Park, it's more than a job, you can make an impact. A career with us is rewarding in more ways than one. As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else's day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It's why we do what we do. Towne Park is a place where you can make a difference and create smiles every day. The Account Manager directly oversees one Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives. Job Summary 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. Hold 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. Coo #J-18808-Ljbffr Towne