Associate Manager - Valet & Parking Services - The Westin Indianapolis

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. Efficiently allocates labor resources to support service delivery and reduces staffing levels if business conditions dictate. Reviews comment cards and guest satisfaction results with employees. Actively engages 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. Assists the Account Manager in establishing guidelines so employees understand expectations and parameters. Ensures new associates get an appropriate start through proper orientation and on‑the‑job training. Recognizes great performance and provides opportunities for top performers to learn and grow. Conducts regular performance appraisals and provides feedback and coaching for all direct reports, including disciplinary action and discharging when necessary. Develops cohesive working relationships with the clients’ staff members. Maintains regular meeting rhythms and communication channels with the client and follows through on commitments. Ensures the entire team is focused on exceeding client expectations. Drives business metrics for forecasting, productivity, claims, customer service, and turnover. Ensures accurate revenue collection and reporting (shift reports, cash drops, tickets, etc.). Supervises reconciliation of revenue and tickets at the end of every shift. Ensures controls are in place for scheduling, overtime, tip reporting, and timekeeping. QUALIFICATIONS Education: Associate’s degree or equivalent preferred. Licensure & Certification: 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. Towne Park’s equipment training, policies and procedures for safe and efficient use. Claim check, ticketing and key box training, policies and procedures. Principles and processes for providing exemplary customer service (needs assessment, quality standards, evaluation). Customer confidentiality policies and procedures (HIPAA). Business writing, basic accounting and business metrics. Client’s facility (outlets, meeting rooms, amenities, parking rates, etc.). Skills: Must be able to drive manual transmission. Computer proficiency with MS Office (Excel, Word, Outlook) and various point‑of‑sale applications. Effective presenter in one‑on‑one and small group situations. Strong written and verbal communication skills. Ability to represent the company in diverse settings. Ability to read, analyze, and interpret business policies, procedures, equipment manuals, training materials, and corporate communications. Compose professional internal and external business communications (reports, memos, letters, e‑mails). Maintain accuracy and composure under pressure; handle complaints and difficult situations. Courteous, sense of urgency, and high safety standard. COMPENSATION Annual base pay range: $55,000 – $54,000. Employees may be eligible to receive annual incentive bonuses depending on job classification and policy guidelines. BENEFITS Employees are eligible to enroll in medical, dental, vision, accident, critical illness, hospital indemnity, telemedicine, and other insurance plans. Company‑paid basic life and AD&D insurance as well as short‑term and long‑term disability are provided. Employees may enroll in the company’s 401(k) retirement savings plan. Paid time off accrues 0.0385 hours per hour worked, up to a maximum of 80 hours per calendar year. Employees receive six paid holidays and up to four paid floating holidays per calendar year. EEO 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 for applicants and employees with disabilities. #J-18808-Ljbffr Towne Park LLC