Account Manager - Valet & Parking Operations - Nashville Hospitality

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 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 contractual agreements and maximize opportunities. Move metrics positively for forecasting, productivity, claims, customer service, and turnover. Manage scheduling, overtime for associates, tip reporting, and timekeeping. Ensure forecasts, payroll and accounting reports are on time and accurate. Utilize standardized business systems and ensure compliance with policies and procedures. Human Resources Recruit and hire the best people for the location. Foster an environment that retains talented associates. Respond proactively to associate feedback, including satisfaction surveys and exit interviews. Ensure new associates receive proper orientation and on‑the‑job training. Recognize great performance and provide growth opportunities. Train, coach, and conduct performance appraisals for all direct reports. Conduct effective associate meetings and maintain shift huddles. Practice positive discipline and maintain timely performance documentation. Delegate decision‑making responsibilities effectively. Service Management Deliver consistent guest/patient service experience on all shifts. Allocate labor resources efficiently to support service delivery. Forecast and plan staffing for seasonal business variances with Area/District Manager and HR. Integrate client service standards with Towne Park’s standards. Track client service metrics and ensure Towne Park drives results. Client Relations Management Build cohesive working relationships with client staff. Maintain regular meeting rhythms and communication channels with the client. Be present at the site and maintain a high level of visibility. Focus the team on exceeding client objectives. Capitalize on opportunities to grow Towne Park’s business and build client loyalty. Systems and Standards Understand and utilize all Towne Park systems for asset and expenditure control. Train others to use systems properly. Maintain a clean, neat work environment and complete tasks timely. Cooperate with management and coworkers to meet internal and external customer needs. Treat clients and associates with courtesy, respect, and dignity. Maintain strict confidentiality of associate and client information. Safety and Risk Management Understand and follow safety and security procedures. Practice preventative safety procedures as required. Report accidents and incidents to the Area/District Manager immediately. Use equipment only after proper training and operate safely. Report high‑risk areas and safety concerns. Ensure timely and accurate claim reporting and coordinate with Risk Management. Follow the progressive disciplinary process for safety violations. Respond promptly to workplace safety concerns and manage worker’s compensation cases. Adhere to Towne Park employment and payroll policies to limit exposure to claims and litigation. Sales Responsibilities Maintain relationships with current clients to obtain references and leads. Keep leadership and sales teams advised of changes in ownership or brand. Inform Sales and Leadership of any changes in client position or personnel. Monitor client business for construction, expansion, or changes that could create growth opportunities. Knowledge, Skills and Abilities Plan, prioritize, and manage complex projects under pressure to meet deadlines. Demonstrate work ethic, drive, energy, and persistence to achieve goals. Maintain stability, dependability, and professionalism in dynamic situations. Use MS Office (Excel, Word, Outlook) and various point‑of‑sale applications. Communicate effectively in writing and verbally at all organizational levels. Represent the company effectively across diverse settings and cultures. Read, analyze, and interpret business policies, procedures, manuals, and training materials. Compose professional internal and external business communications. 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 a manual transmission vehicle. Must have 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. Physical Demands and Work Environment Regularly required to run, stand, walk, sit, use hands, reach, climb stairs, balance, stoop, kneel, crouch, or crawl; talk and hear. Close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Lift and/or move up to 50 pounds frequently and up to 75 pounds occasionally; push or pull 75 pounds frequently and 100 pounds occasionally. Push and pull (on wheelchair) 100 to 350 pounds frequently over considerable distances. Work extended hours, including evenings and weekends, and travel up to 10% may be required. Towne is an affirmative action, equal opportunity, and E‑Verify participating employer and encourages applications from all qualified individuals, including veterans and individuals with disabilities. Towne will consider qualified applicants with arrest and conviction records and complies with federal and state disability laws. #J-18808-Ljbffr