Assistant Guest Service Manager - Houston

Parking Management Company (PMC) is a national leader in hospitality-focused parking services. Headquartered in Nashville, Tennessee, PMC provides valet and self-parking management, shuttle services, event parking, and porter/bell services across multiple industries including hotels, resorts, healthcare, and event venues. With a commitment to excellence and a guest-first mindset, PMC serves as an extension of the hospitality experience-delivering seamless, high-touch service to partners and guests alike. Learn more: ParkingMgt.com

Position Summary
The Assistant Account Manager supports daily operations by ensuring high-quality guest service, assisting with staff hiring, training, and performance management, and overseeing revenue, payroll, and claims. This role also works shifts as needed, ensuring safe and efficient vehicle handling and maintaining strong relationships with both account management and associates.

Primary Objective
To support the successful operation of an assigned valet account by ensuring exceptional guest service, assisting with staff management and development, and maintaining operational efficiency through oversight of service delivery, financial performance, and safety standards.

Duties and Responsibilities

Guest Service Leadership
Provide hands-on guest service training to all associates, ensuring team members consistently meet or exceed PMC's guest service standards. Monitor daily interactions to uphold a premium customer experience, fostering a welcoming environment that reflects the highest levels of hospitality.

Operational Oversight
Supervise and coordinate all valet operations, ensuring safe and efficient vehicle parking and retrieval, as well as proper key handling and storage procedures. Take proactive steps to reduce guest claims (such as vehicle damage) and associate injuries through continuous monitoring and training on safety protocols.

Human Resources Support
Lead and support key HR functions, including interviewing, hiring, onboarding, training, and performance management of associates. Ensure all team members are properly certified, follow company policies, and receive ongoing coaching and development to promote a high-performing team.

Service Standards, Appearance and Discipline
Ensure all associates consistently uphold PMC's service standards, maintain a professional, uniformed appearance, and deliver a high-quality guest experience. Support accountability through the administration of progressive discipline, following company policy to address performance or policy violations with fairness, consistency, and proper documentation, under the guidance of the Account Manager.

Client and Communication Management
Maintain clear and consistent communication with both associates and client contacts. Anticipate client needs, address operational concerns, and resolve customer service issues proactively and efficiently, ensuring client satisfaction and contract retention.

Payroll and Reporting Oversight
Conduct weekly audits of associate timecards, including review of clock punches, claimed tips, minimum wage adjustments, and vehicle counts. Follow up on discrepancies with associates and submit accurate reports by established deadlines to maintain payroll accuracy.

Revenue Management Support
Assist with account revenue management by ensuring all shifts follow PMC's Revenue SOPs, including the setup and maintenance of proper reporting processes to monitor and safeguard financial performance.

Team Development and Workplace Culture
Identify and develop high-potential associates by providing ongoing skills training and leadership development to support internal promotions, using PMC's resources and tools to build a strong, high-performing team. Foster a positive, team-oriented culture that encourages open communication, collaboration, and mutual respect, while reinforcing PMC's commitment to hospitality and service excellence.

24/7 Operational Support
Serve as a key contact for urgent operational issues, remaining available for on-call problem-solving to always support the account, ensuring uninterrupted service and immediate response to critical needs.

Company Initiatives
Oversee the successful execution of company initiatives and processes, ensuring consistency, compliance, and alignment with PMC's strategic goals across all assigned locations.

Supervisory Responsibilities
Actively involve staff in planning, decision-making, and process improvement while taking full responsibility for team performance. Maintain an open and accessible leadership style, providing regular feedback, supporting skill development, and encouraging professional growth. Seek and apply feedback from both internal and external customers, promote a culture of quality, and continuously work to enhance processes, services, and supervisory skills to drive team success.

Additional Responsibilities
Other tasks may be assigned as needed to support the company's overall operational and financial objectives, with the expectation that the management remains flexible and responsive to evolving business needs. Attend required staff meetings and complete assigned training modules in a timely manner. Including but not limited to the ability to work flexible hours when needed, particularly during financial close periods and occasional travel for financial reviews, audits, or corporate meetings. May be required.

Knowledge, Skills, and Abilities

Competency/Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience
High school diploma or general education degree (GED); 1 year minimum previous supervisory and related customer service/hospitality experience is preferred; management or leadership related training/certifications/business is preferred.

Certificates and Licenses
A valid driver's license and reliable transportation are required for this role, along with maintaining an acceptable motor vehicle record with no more than three moving violations within a three-year period. Candidates must also pass and maintain a clean background check. No special certifications are necessary for this position.

Hospitality, Customer Service and Communication
Deliver exceptional guest service by maintaining a professional and courteous demeanor, actively listening, and anticipating guest needs to provide personalized assistance and thoughtful recommendations. Foster a welcoming and memorable experience through clear, professional communication, ensuring all guest interactions align with company standards and create a positive, hospitable environment for both guests and team members.

Strong Analytical and Problem-Solving Abilities
Must be able to analyze complex revenue and payroll data, identify and correct discrepancies, investigate the root causes of operational inefficiencies, and develop effective solutions to improve overall performance and accuracy.

Work Environment
The work environment for this role includes both indoor and outdoor settings, requiring collaboration with teams, vendors, and clients on-site and in corporate environments. Associates may frequently use computers, communicate via phone, and perform duties in or around corporate office settings.

Physical Demands
Requirements may include extended periods of sitting, standing, walking, and the ability to lift moderate weights when necessary. Specific vision abilities-close, distance, peripheral, depth perception, and focus adjustments-may be required to ensure on-site awareness and safety.

Cell Phone Use
Employees may be required to use personal cell phones for work-related communication, including coordination with team members, managers, and clients, as well as accessing work applications. Reimbursement for work-related phone usage will follow company policy.

Pay Transparency
PMC is committed to pay transparency and equity among all employees and provides employees an environment where pay transparency and dialogue on compensation are allowed. PMC complies with Equal Employment Opportunity laws as well as federal, state, and local laws on compensation, pay transparency, and pay equity.

Additional Compensation and Benefits

• Health Benefits - Medical, vision and dental insurance - Upon eligibility
• 401K - Upon eligibility
• Supplemental Insurance - Life insurance and critical illness
• Bonus opportunities
• Internal leadership development program
• Paid time off
• Paid training
• Tuition assistance through Bellevue University - Up to $5,250 per year
• Nationwide discounts through Perks at Work
• Military friendly employer

Employee at Will
Employment with PMC is on an at-will basis, meaning either the employee or the employer may end the employment relationship at any time, for any reason, with or without cause or notice, in accordance with applicable laws. A 120-day introductory period applies.

Fair Labor Standards Act (FLSA)
This position is classified as exempt under the Fair Labor Standards Act (FLSA), meaning employees in this role are not eligible for overtime pay for hours worked beyond 40 in a workweek at a rate of one and one-half times their regular hourly rate. PMC adheres to all applicable federal, state, and local wage and overtime laws, ensuring that compensation complies with these legal standards. All hourly rates will meet or exceed the minimum wage requirements for your specific work location.

PMC is compliant with all state workman's compensation laws.

Employee Leave
PMC is compliant with all state specific required and FMLA paid leave requirements, such as sick leave, state paid family leave, etc.

Equal Employment Opportunity (EEO) Statement
Parking Management Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

ADA and Equal Employment Opportunity (EEO) Compliance
Parking Management Company will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and ensure equal employment opportunity. This job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification in compliance with the Americans with Disabilities Act of 1990 and ensure equal employment opportunity. This job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.

Job Title: Assistant Account Manager
Department: Valet Parking Operations
Reports to directly: Account Manager
Schedule: Full Time
Status: Exempt
Compensation: Salary
(Rates can vary by market and experience)