Associate Manager- Valet & Parking Services - Fontainebleau Hotel

SUMMARY The Associate Manager is responsible for ensuring high levels of client, customer and associate satisfaction at a designated Towne Park location. Key responsibilities include managing the delivery of guest/patient services; hiring, training, evaluating, and discharging associates; planning, assigning, and directing work; appraising performance; financial management and reporting; addressing customer complaints; and managing a minimum of two associates. ESSENTIAL FUNCTIONS Ensures that the guest service experience is delivered exceptionally and consistently on all shifts. Sets a positive example for guest relations and empowers associates to provide excellent customer service. MAY perform guest/patient service duties including valet parking, bell services, and door services, as needed to achieve quality and service levels. (15%) 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 to meet business demands and productivity goals. Reviews comment cards and guest satisfaction results with employees. (20%) Actively engaged in the recruitment and hiring processes to ensure the best people are selected for the location. Responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews. (15%) Assists the Account Manager in establishing guidelines so employees understand expectations and parameters. 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. Conducts regular performance appraisals, and provides feedback and coaching for all direct reports, including disciplinary and discharging when necessary. (20%) 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. (15%) 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. (15%) QUALIFICATIONS Education: Associate’s degree or equivalent degree preferred. Required Licensure, Certification, etc.: Valid driver’s license and clean driving record. Work Experience: A minimum of one (1) year of related experience in hospitality. Knowledge: Towne Park’s and site-specific preventative safety and security procedures Towne Park’s safe driving policies and procedures Potential hot spot and accident reporting policies and procedures as set forth by Towne Park Towne Park’s equipment training, policies and procedures for use in a safe and efficient manner Towne Park’s claim check, ticketing and key box training, policies and procedures Towne Park’s principles and processes for providing exemplary customer service, including customer needs assessment, meeting quality standards, and evaluation of customer satisfaction Customer confidentiality policies and procedures as set forth by Towne Park and/or HIPAA Business writing, basic accounting and business metrics Client’s facility, including outlets, meeting rooms, amenities, main attractions, parking rates, and other pertinent information Skills: Must be able to drive manual transmission Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word, Outlook) and various technology and point-of-sale applications Effectively present information in one-on-one and small group situations to guests, clients and associates Written and verbal communication skills to address all levels within the organization Represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures Read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications Compose professional internal and external business communications including reports, memos, letters, and e‑mails Maintain accuracy and composure while under pressure to handle guest/patient complaints and difficult situations Courteous, sense of urgency, and high level of safety SCOPING, COMPENSATION & BENEFITS Scope: Performs duties independently with minimal supervision. Makes day-to-day decisions that impact the operational and financial aspects of the site(s). Includes hiring, discharging, and disciplining associates as necessary. Compensation: Annual base pay range $60,000. Eligible for annual incentive bonuses as defined by policy. Benefits: Medical, dental, vision, accident, critical illness, hospital indemnity, telemedicine, company‑paid basic life and AD&D insurance, short‑term and long‑term disability. Eligibility to enroll in the company’s 401(k) retirement savings plan. Paid Time Off: Accrues 0.0385 hours of PTO per hour worked up to a maximum of 80 hours per calendar year. Six paid holidays per year, and up to a maximum of four paid floating holidays per calendar year. Eligibility requirements apply. WORKING CONDITIONS & PHYSICAL DEMANDS Regularly required to talk or hear; sit or stand for extended periods; run, walk, handle or feel objects, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl. Requires close, distance, color, peripheral vision and depth perception. May lift up to 50 pounds occasionally, 25 pounds frequently, or greater than 10 pounds constantly. Majority of work in a climate-controlled environment, with occasional exposure to inclement weather. Travel up to 10% may be required. EEO & DISABILITY Towne is an affirmative action, equal opportunity and E‑Verify participating employer and encourages applications from all qualified individuals, including those with disabilities and veterans. Towne will consider qualified applicants with arrest and conviction records. The company complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation, please contact our Human Resources Support Center at View email address on click.appcast.io or View phone number on click.appcast.io. #J-18808-Ljbffr