Associate Manager - Valet & Parking Services - St. Regis Bal Harbour Resort

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, we are committed to creating smiles by delivering exceptional experiences. Every day you have the opportunity to brighten someone’s day, whether you are easing the anxiety of patients and families, creating memorable experiences for guests, or supporting your colleagues. 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 guest and patient services, hiring, training, evaluating, and discharging associates, planning and directing work, appraising performance, managing finances and reporting, handling customer complaints, and overseeing a minimum of two associates. Essential Functions Ensure that the guest service experience is delivered exceptionally and consistently on all shifts, setting a positive example and empowering associates to provide excellent customer service. (15%) Efficiently allocate labor resources to support service delivery and reduce staffing levels if business conditions dictate. Review comment cards and guest satisfaction results with employees. (20%) Actively engage in recruitment and hiring processes, respond proactively to associate feedback, and manage exit interviews. (15%) Assist the Account Manager in establishing guidelines, orient new associates, recognize performance, conduct appraisals, provide coaching, and manage disciplinary actions when necessary. (20%) Develop cohesive working relationships with client staff, maintain regular communication, and ensure the team focuses on exceeding client expectations. (15%) Drive business metrics for forecasting, productivity, claims, customer service, and turnover; manage revenue collection and reporting; supervise reconciliation at shift end; and enforce controls for scheduling, overtime, tip reporting, and timekeeping. (15%) Qualifications Education: Associate’s degree or equivalent degree preferred. License/Certification: Valid driver’s license with a clean driving record. Experience: Minimum of one year of related hospitality experience. Knowledge: Towne Park’s safety and security procedures. Towne Park’s safe driving policies. Incident reporting policies. Equipment training and use policies. Claim check, ticketing, and key box procedures. Principles for exemplary customer service, including needs assessment and quality standards. Customer confidentiality policies and HIPAA. Business writing, basic accounting, and business metrics. Client facility details (outslets, meeting rooms, parking, amenities). Skills: Drive manual transmission. Computer proficiency (MS Office and POS applications). Effective presentation skills in one‑on‑one and small group settings. Strong written and verbal communication. Ability to represent the company in diverse settings. Analytical reading of policies and manuals. Professional communication composition. Composure under pressure to handle complaints. Courteous, urgency‑oriented, and safety‑focused track record. Authority and Budget Responsibility Performs duties independently with minimal supervision, making day‑to‑day decisions that impact operations and finances. Oversees hiring and disciplinary actions. Controls available resources. Compensation and Benefits Base salary: $60,000‑$70,000 annually, commensurate with skills and experience. Annual incentive bonuses may apply per policy guidelines. Benefit options include medical, dental, vision, accident, critical illness, hospital indemnity, telemedicine, life, AD&D, short‑term and long‑term disability, and a 401(k) retirement plan. PTO accrues at 0.0385 hours per hour worked, up to 80 hours per calendar year. Six paid holidays and up to four floating holidays are available. Eligibility and plan terms may vary by classification and length of employment. Working Conditions & Physical Demands Roles require talk or hearing, sitting or standing for extended periods, running, walking, handling objects, reaching, climbing stairs, balancing, stooping, kneeling, crouching, or crawling. Vision requirements include close and distance vision, color vision, peripheral vision, depth perception, and focus adjustment. Lifting requirements: up to 50 lbs occasionally, 25 lbs frequently, or >10 lbs constantly. Work primarily in climate‑controlled environments, with occasional exposure to inclement weather. Travel up to 10% may be required. #J-18808-Ljbffr