Account Manager - Parking and Bell Services - Gaylord Texan

At Towne Park, it’s more than a job; you can make an impact. As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. You will have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Responsibilities 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. Financial and Business Systems Management Understand and drive business metrics and performance measurements to ensure effectiveness, high performance, and compliance. Improve the financial performance and profitability of the account. Understand the contractual agreement and recognize ways to maximize opportunities. Positively move metrics for forecasting, productivity, claims, customer service, and turnover. Manage scheduling, overtime for associates under direct supervision, tip reporting, and timekeeping. Ensure forecasts, payroll and accounting reports are on time and accurate. Utilize standardized business systems and ensure compliance with Towne Park policies and procedures. Human Resources Engage in recruitment and hiring processes to select best people for the location. Foster an environment that retains talented associates. Respond proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews. Ensure new associates get proper orientation and on‑the‑job training. Recognize great performance and provide growth opportunities for top performers. Identify where individuals need improvement, provide training and coaching. Develop future leaders through talent identification. Conduct regular performance appraisals and provide feedback and coaching for all direct reports. Hold effective associate meetings and ensure shift huddles occur on every shift. Practice positive discipline and provide accurate and timely performance documentation. Delegate decision‑making and other responsibilities appropriately and effectively. Service Management Ensure that the guest/patient service experience is delivered consistently on all shifts. Allocate labor resources efficiently to support service delivery. Work with Area/District Manager and Human Resources to forecast and plan for seasonal variances to ensure proper staffing levels. Understand the client’s service standards and integrate Towne Park’s standards to complement them. Track client service metrics/measurements and drive results. Client Relations Management Develop cohesive working relationships with client staff members. Maintain regular meeting rhythms and communication channels with the client and follow through on commitments. Be present at the site and maintain a high level of visibility. Focus the team on exceeding client objectives and expectations. Capitalise on opportunities to grow Towne Park’s business by building client loyalty. Systems and Standards Fully understand and utilize systems provided by Towne Park to control assets and expenditures. Train others or ensure proper training on the systems. Maintain a clean, neat work environment. Complete all tasks in a timely manner as instructed by the Area/District Manager. Cooperate with management and coworkers to maintain adequate services for internal and external customers. Treat clients and associates with courtesy, respect, and dignity. Maintain strict confidentiality related to associate and client information. Safety and Risk Management Understand and follow safety and security procedures; practice preventative safety procedures as set forth by Towne Park. Report accidents and incidents to the Area/District Manager immediately. Use only equipment trained to use and operate all equipment safely. Report high‑risk areas and safety concerns to the Area/District Manager. Ensure associates are adequately trained in safety and loss‑prevention procedures. Report claims timely and accurately; cooperate with Risk Management to resolve claims. Follow the progressive disciplinary process for at‑fault claims and safety violations. Respond promptly to workplace safety concerns. Follow procedures for reporting on‑job injuries and manage workers’ compensation cases with Human Resources. Adhere to Towne Park employment and payroll policies to limit exposure to employment claims and litigation. Sales Responsibilities Maintain relationships with current client to obtain references and leads for new opportunities. Keep leadership and sales teams advised on known changes in ownership groups, management companies or brand changes. Advise leadership and sales of any personnel changes at the client location. Monitor existing client business for construction, expansion, or changes that could lead to growth opportunities. Qualifications Ability to plan, set priorities, and manage several complex projects simultaneously while working under pressure. Demonstrated work ethic, drive, energy, and persistence to achieve goals. Maintain stability, dependability, and professionalism when faced with changing and difficult situations. Computer proficiency and technical aptitude with MS Office (Excel, Word, Outlook) and various point‑of‑sale applications. Strong written and verbal communication skills to address all levels within the organization. Ability to represent the company effectively in diverse settings with appreciation for diverse cultures. Ability to read, analyse, 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. Associate’s degree preferred; 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 a manual transmission. Must have and maintain a valid driver’s license and clean driving record. Must be at least 18 years of age and able to pass a criminal background, MVR and drug screen. Compensation & Benefits Annual base pay range: $70,000 – $80,000, with potential incentive bonuses. Eligible for medical, dental, and vision insurance; accident, critical illness, hospital indemnity, AD&D, and telemedicine benefits. Company‑paid basic life and AD&D insurance, short‑term and long‑term disability. Eligible to enroll in the company’s 401(k) retirement savings plan. PTO accrual: 0.0385 hours per hour worked, up to 80 hours annually. 6 paid holidays and up to 4 paid floating holidays annually. Legal and Equal Opportunity Statement Towne is an affirmative action, equal opportunity and E‑Verify participating employer. We encourage applications from all qualified individuals, including those with disabilities and veterans. Towne complies with federal and state disability laws and makes reasonable accommodations. Towne complies with applicable privacy laws and provides notice of personal information collection, use, retention, and rights under CCPA. #J-18808-Ljbffr