Guest Services Operations Manager

Position Summary The Guest Services Operations Manager is responsible for overseeing daily operations and ensuring exceptional service for clients and guests. This dynamic role includes managing staff, fostering strong client relationships, handling financial aspects like revenue and payroll, and performing valet duties as needed. Primary Objective To lead valet operations by delivering outstanding guest service, optimizing efficiency, and enhancing financial performance. This position emphasizes staff development, operational excellence, and customer satisfaction, guaranteeing a safe, professional, and organized valet experience. Duties and Responsibilities Client Relationship Management Act as the primary contact for properties, ensuring contractual obligations are fulfilled while maintaining open communication, addressing concerns, and building trusted partnerships to enhance service quality and identify business growth opportunities. Daily Operational Oversight Manage scheduling, staffing, and quality assurance to ensure smooth daily functions. Conduct regular site visits to resolve issues, maintain equipment, refine processes, and uphold excellent customer service standards. Financial and Administrative Tasks Monitor revenue, payroll, and expenses at each site to identify trends and irregularities. Collaborate with the Regional Director on cost control and maintain accurate record‑keeping to keep operations financially on track. Team Supervision and Training Recruit, train, and coach hourly associates. Set clear performance expectations and promote a positive work environment by modeling professionalism and enforcing company policies to support employee satisfaction. Communication and Reporting Provide regular updates to management on progress, challenges, and account needs while utilizing personal devices, if necessary, to coordinate promptly during emergencies or urgent situations. Supervisory Responsibilities Engage staff in planning and decision‑making while taking full responsibility for team performance. Maintain an open and accessible leadership style, providing regular feedback while supporting skill development and encouraging professional growth. Additional Responsibilities Perform other tasks as needed to support operational and financial objectives, staying flexible to evolving business needs. Attend required staff meetings and complete training modules on schedule. Knowledge, Skills, and Abilities Competency/Qualifications To succeed in this role, an individual must demonstrate the ability to perform each essential duty effectively. Reasonable accommodations may be made for individuals with disabilities to perform essential functions. Education/Experience A high school diploma or GED is required, along with at least three years of supervisory experience in parking, hospitality, or similar customer service industries. Additional training or certifications in leadership or business management are advantageous. Certificates and Licenses A valid driver's license and reliable transportation are essential, along with an acceptable motor vehicle record with no more than three moving violations within three years. Candidates must also pass a clean background check. Hospitality, Customer Service, and Communication Deliver exceptional guest service through professional communication, active listening, and personalized assistance, ensuring a welcoming experience aligned with company standards. Advanced Client Management Skills Build robust client relationships by understanding needs, promptly resolving issues, and anticipating requirements to support long‑term partnerships. Strong Analytical and Problem‑Solving Abilities Analyze revenue and payroll, identify discrepancies, resolve operational inefficiencies, and develop innovative solutions for improved performance. Effective Training and Leadership Skills Provide hands‑on coaching while building cohesive teams and ensuring consistent operations through knowledge of training methodologies and leadership principles. Payroll Management Manage payroll focusing on scheduling and overtime control, guiding managers to create efficient schedules that optimize labor costs. Excellent Communication and Reporting Skills Maintain clear communication with internal departments and external vendors, ensuring accurate information sharing. Work Environment This role encompasses both indoor and outdoor settings, requiring collaboration with teams, clients, and vendors. Exposure to outdoor weather conditions and noisy environments is routine. Physical Demands Valet responsibilities include extensive running, standing, and walking, along with the ability to lift moderate weights, ensuring safety around guests, vehicles, and pedestrians. Cell Phone Use Employees may use personal cell phones for work‑related communications, with reimbursement for work‑related usage following company policy. Pay Transparency The company is committed to pay transparency and equity, ensuring compliance with all employment regulations regarding compensation. 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 is at‑will, meaning either party may terminate the employment relationship at any time, with or without cause or notice, as permitted by law. Fair Labor Standards Act (FLSA) This position is classified as exempt under the FLSA, meaning employees in this role do not qualify for overtime pay for hours worked over 40 in a week. Employee Leave Compliance with state‑specific required and FMLA paid leave requirements is provided. Equal Employment Opportunity (EEO) Statement The company is an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. ADA and Equal Employment Opportunity (EEO) Compliance The company will provide reasonable accommodations in compliance with the ADA and ensure equal employment opportunities. This job description will be reviewed periodically for modifications necessary due to business needs. #J-18808-Ljbffr Broughton Group