Associate Manager - Valet & Parking Services - Gaylord National Harbor

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 Ensure the guest service experience is delivered exceptionally and consistently on all shifts. Efficiently allocate labor resources to support service delivery and reduce staffing levels if business conditions dictate. Actively engage in the recruitment and hiring processes to ensure the best people are selected for the location. Assist Account Manager in establishing guidelines so employees understand expectations and parameters. Develop cohesive working relationships with the clients’ staff members and maintain regular meeting rhythms. Understand and drive business metrics for forecasting, productivity, claims, customer service, and turnover. Descriptive Statements – % of Time Ensures that the guest service experience is delivered exceptionally and consistently on all shifts; key duties: valet parking, bell services, door services – 15% Efficiently allocates labor resources to support service delivery – 20% Engages in recruitment and hiring processes – 15% Provides performance appraisals and coaching, including disciplinary actions – 20% Maintains client relationships, visibility, and communication – 15% Manages revenue reporting, cash drops, reconciliation, controls for scheduling, overtime, tip reporting, 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 preventative safety and security procedures. Towne Park’s safe driving policies and procedures. Hot spot and accident reporting policies. Equipment training, claim check, ticketing, and key box procedures. Principles and processes for providing exemplary customer service. Customer confidentiality policies and HIPAA. Business writing, basic accounting and business metrics. Client’s facility details and local attractions. Skills Must be able to drive manual transmission. Computer proficiency and technical aptitude with MS Office and point-of-sale applications. Effective presentation skills for guests, clients and associates. Strong written and verbal communication. Ability to represent the company effectively in diverse settings. Ability to read, analyze, and interpret business policies, procedures, and training materials. Ability to compose professional internal and external business communications. Maintain accuracy and composure under pressure. Proven courtesy, sense of urgency, and high safety awareness. Scope Authority to act independently with minimal supervision; make day‑to‑day operational and financial decisions. Authority to hire or discharge associates and discipline them when necessary. Budget responsibility: control over resources available only. Job Details Compensation: Annual base pay range $55,000–$60,000; actual compensation based on skills, experience, education, or training. Additional Compensation: Eligible for annual incentive bonuses depending on classification and policy guidelines. Benefits: Medical, dental, vision, accident, critical illness, hospital indemnity, telemedicine; company‑paid basic life and AD&D; short‑term and long‑term disability; 401(k) retirement savings plan. Paid Time Off: 0.0385 hours PTO per hour worked up to 80 hours per year; 6 paid holidays; up to 4 paid floating holidays per year. Working Conditions & Physical Demands Perform duties of talking or hearing, sitting or standing for extended periods, running, walking, handling objects, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling. Must adjust focus and maintain vision. Lift up to 50 pounds occasionally, up to 25 pounds frequently. Travel Travel of up to 10% may be required. #J-18808-Ljbffr