Account Manager - Valet & Parking Services - The Westin Milwaukee

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 SUMMARYThe Account Manager directly oversees one Tier 1 or 2 Towne account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives.DUTIES AND RESPONSIBILITIESFinancial and Business Systems ManagementUnderstands 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 accountUnderstands the contractual agreement and recognizes ways to maximize opportunitiesDemonstrates the ability to positively move the metrics for forecasting, productivity, claims, customer service, and turnoverManages scheduling, overtime for associates under his/her direct supervision, tip reporting, and timekeepingEnsures that forecasts, payroll and accounting reports are on time and accurateEffectively utilizes standardized business systems as developed by Towne Park and ensures compliance with policies and proceduresHuman ResourcesIs actively engaged in the recruitment and hiring processes to ensure the best people are selected for the locationFosters an environment that retains talented associatesResponds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviewsSees that new associates get off to the right start through proper orientation and on-the-job trainingRecognizes great performance and provides opportunities for top performers to learn and growRecognizes where the team and individual performers need to improve and properly trains and coachesIdentifies talent and helps develop future leaders for the organizationConducts regular performance appraisals and provides feedback and coaching for all direct reportsHolds effective associate meetings and ensures that shift huddles happen on every shiftPractices positive discipline and provides accurate and timely performance documentationDelegates by allocating decision making and other responsibilities appropriately and effectivelyService ManagementEnsures that the guest/patient service experience is delivered consistently on all shiftsEfficiently allocates labor resources to support service deliveryWorks with the Area/District Manager and Human Resources to forecast and plan for seasonal variances in business to ensure proper staffing levelsUnderstands the client’s service standards and effectively integrates Towne Park’s standards to complement themIs knowledgeable of the client’s service metrics/measurements and ensures Towne Park is helping to drive resultsClient Relations ManagementDevelops cohesive working relationships with the clients’ staff membersMaintains regular meeting rhythms and communication channels with the client and follows through on commitmentsKnows when to be present at the site and maintains a high level of visibilityUnderstands what objectives are important to the client and ensures the entire team is focused on exceeding expectationsCapitalizes on opportunities to grow Towne Park’s business by building client loyalty and creates a net promoter of Towne Park.Systems and StandardsFully understands and utilizes the systems provided by Towne Park to control assets and expendituresTrains others or sees that they are trained to properly use the systems providedMaintains a clean, neat work environmentCompletes all tasks in a timely manner as instructed by the Area/District ManagerCooperates with management and coworkers to ensure that services can be adequately maintained to meet the needs of internal and external customersTreats clients and associates with courtesy, respect and dignityMaintains strict confidentiality related to associate and client informationSafety and Risk ManagementUnderstands and follows safety and security proceduresPractices preventative safety procedures as set forth by Towne ParkReports all accidents and incidents to the Area/District Manager immediatelyUses only equipment trained to use and operates all equipment in a safe mannerReports all potential high risk areas and safety concerns to the Area/District ManagerEnsures all associates have been adequately trained in safety and loss prevention proceduresEnsures claims are reported timely and accurately and cooperates with the Risk Management department to resolve claimsConsistently follows the progressive disciplinary process to hold associates accountable for at-fault claims and safety violationsPromptly responds to any concerns regarding workplace safetyFollows the procedures for reporting on-the-job injuries and works with Human Resources to effectively manage worker’s compensation casesAdheres to Towne Park employment and payroll policies and procedures to limit exposure to employment claims and litigationSales Responsibilities:Maintains relationships with present client to obtain references and leads for new opportunitiesKeeps leadership and sales teams advised on known changes to Ownership Groups/Management Companies or Brand changesAdvises Leadership and Sales of any changes in position at the client location. Specifically, name, where they came from, where they are goingMonitors existing client’s business in order to be aware of and report to Area/District Manager any construction, expansion, or changes in the current business that could lead to internal growth opportunities.KNOWLEDGE, SKILLS AND ABILITIESAbility to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlinesDemonstrated work ethic, drive, energy, and persistence to achieve goalsAbility to maintain stability, dependability and professionalism when faced with changing and difficult situationsComputer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applicationsWritten and verbal communication skills to effectively address all levels within the organizationAbility to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse culturesAbility to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communicationsAbility to compose professional internal and external business communications including reports, memos, letters, and e-mailsQUALIFICATIONSAssociate’s degree preferred and a minimum of two (2) years of related experience and/or training; OR equivalent combination of education and/or experienceKnowledge of general business practices including accounting, human resources and customer serviceMust be able to drive manual transmissionMust have and maintain a valid driver’s license and clean driving recordFor insurance purposes, must be at least 18 years of age and be able to pass a criminal background, MVR and drug screenJob DetailsCompensation: Towne 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 $60,000 - $70,000.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 0.0385 hours of PTO per hour worked up to a maximum of 80 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.PHYSICAL DEMANDS AND WORK ENVIRONMENTThe 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.The associate is regularly required to run; stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear.Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.Must be able to lift and/or move up to 50 pounds frequently and up to 75 pounds occasionally. Must be able to push and pull 75 pounds frequently and 100 pounds occasionally.Must be able to push and pull (on wheelchair) 100 to 350 pounds frequently over considerable distancesWorking extended hours, including evenings and weekends are required.Travel of up to 10% may be required. #J-18808-Ljbffr