Shuttle Services Manager - Shuttle Operations - Westin LAX

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. Job Details The Shuttle Services Manager is responsible for managing all functions associated with the transportation department for their assigned location(s). These include creating routes, hiring, training and supervising the transportation associates, proper maintenance of the equipment/vehicles and ensuring compliance of all transportation requirements and record keeping in accordance with federal, state and Towne Park policies. Responsibilities also include providing exceptional hospitality services to guests in an attentive, friendly and efficient manner. The Shuttle Services Manager ensures high levels of client, customer and associate satisfaction at the designated Towne Park location(s). The Shuttle Services Manager also participates in the review, selection, implementation and daily use of Shuttle Management Software. ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform all functions. Descriptive Statement(s) % of Time Ensures that the guest service experience is delivered consistently on all shifts. Regularly performs guest/patient service duties including shuttle services. 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 complement them. 15 Maintains accuracy and composure while under pressure to effectively handle guest/patient complaints and difficult situations. Maintains a detailed knowledge of the client’s facility, including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information. Promotes a teamwork philosophy through leading by example and effective communication skills. 15 Partners with Transportation and Safety team to ensure compliance to all state and local DOT rules and regulations pertaining to Commercial Motor Vehicles and CDL requirements. 10 Utilizes Fleet management tools including but not limited to Element Fleet Management and Samsara Telematics to ensure proper and timely maintenance on all vehicles, ensure timely registration and proper licensing, route building and utilization, ensure safety protocols are being followed, and DOT compliance to Daily vehicle inspections. 10 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. 15 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. Holds effective associate meetings and ensures that shift huddles happen on every shift. Practices positive discipline and provides accurate and timely performance documentation. 15 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 creating clients who are promoters of the company. 10 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. Effectively utilizes standardized business systems as developed by Towne Park and ensures compliance with policies and procedures. 10 The total amount of time for all functions of the job 100% 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 $85k. 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 0.0654 hours of PTO per hour worked up to a maximum of 136 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 change and may be subject to a specific plan or program terms. QUALIFICATIONS Education: High school diploma or general education degree (GED); Required Licensure, Certification, etc.: CDL License with Passenger Endorsement preferred Must complete the Wheelchair Safety Training course provided by Towne Park as applicable Work Experience: One to three months related experience and/or training; or equivalent combination of education and experience Must be able to drive manual transmission Customer service experience preferred At least three years of commercial driving experience or nine (9) years of driving experience as a licensed driver Knowledge: Knowledge of Shuttle management Must be able to understand 24 hour and military time systems Clearly understand rates applicable to time passed Skills: Must be able to read and write standard English language Must be able to communicate via telephone or radio in English Must be able to read and comprehend simple instructions, short correspondence and memos Must be able to write simple correspondence Must be able to effectively present information in one-on-one and small group situations to guests, clients and other employees of the organization Must be able to read, understand and complete driver’s trip sheet/ vehicle log book and deadline forms, and read and understand interoffice communications, schedules, maps and other documents Ability to perform addition, subtraction, multiplication, division and percentages, providing change and completing trip sheets; ability to perform these operations using units of American money and weight measurement, volume and distance SCOPE Authority to Act: Performs duties independently with minimal supervision, operating from specific and definite directions and instructions. Decisions are of a routine nature made within prescribed operating guidelines, policies and procedures. Mistakes/errors may result in work stoppage, loss of business, poor customer relations and/or damage to product, all of which can have negative financial implications for the organization. Budget Responsibility: The employee has control over resources available only. WORKING CONDITIONS & PHYSICAL DEMANDS The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit or stand for extended periods of time and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Lifting Requirements Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects. Working Environment The majority of work will be performed outdoors for extended periods of time including up to the entire duration of shift. Employees are subject to environmental conditions including extreme heat and cold weather. Protection from weather conditions may be provided, but not necessarily from temperature changes. Travel Travel of up to 10% may be required. Towne Park is an Equal Opportunity Employer (EOE). Towne Park provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. #J-18808-Ljbffr