Valet Supervisor - Baltimore, MD

Valet Supervisor / Guest Service Coordinator

The Guest Service Coordinator supports valet operations by ensuring efficient vehicle flow, delivering exceptional guest service, and assisting with staff management, while promoting a positive team environment and maintaining high service standards.

Primary Objective

To support the valet operation by ensuring a seamless guest experience through effective coordination of vehicle flow, clear communication with guests and team members, and upholding PMC's service standards, while assisting with daily operations to promote efficiency, safety, and guest satisfaction.

Duties and Responsibilities

Operational Support

Assist the Guest Service Manager (GSM) in overseeing daily valet operations and staff performance to ensure smooth, efficient service.

Guest Service and Issue Resolution

Address guest questions, concerns, service issues, and claims with professionalism, ensuring prompt and effective resolution while anticipating guest needs.

Team Appearance and Compliance

Verify associates are in full uniform and maintain proper grooming standards before clocking in, while monitoring attendance and adherence to break and shift times.

Communication and Leadership

Lead daily pre-shift meetings to communicate important updates, maintain open communication with the Account/City Manager and encourage teamwork and a positive work environment.

Equipment and Supplies

Manage the setup and breakdown of valet equipment and staging areas, ensuring necessary supplies are stocked and ready for operations.

Tip and Payroll Oversight

Oversee tip handling, including shift cuts and reporting, and support managers with reviewing payroll, punches, tips, and vehicle counts for accurate and timely submissions.

Safety and Risk Management

Supervise valet operations to ensure safe key handling and vehicle management. Submit incident reports promptly and maintain a safe environment for both guests and associates.

Team Support

Foster a team-oriented culture focused on delivering exceptional guest service while promoting accountability, safety, and operational excellence.

Schedule

Work 40+ hours on-site at assigned accounts.

Additional Responsibilities:

Perform other tasks as needed to support operational and financial goals, while remaining flexible to changing business needs. Attend staff meetings and complete all required training modules on time.

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

Provide exceptional guest service through professional communication, active listening, and personalized assistance, creating a welcoming and memorable experience that aligns with company standards and fosters a positive environment for guests and team members.

Organizational Support and Adaptability

Follow company policies and procedures. Adapt to changing work environments and manage competing demands effectively while handling unexpected situations with flexibility and professionalism.

Dependability and Safety

Demonstrates dependability by following instructions, maintaining work schedules, and ensuring timely task completion. They adhere to safety procedures, take appropriate action when needed, and report unsafe conditions, while properly using and maintaining equipment to ensure workplace efficiency and safety.

Managing People

Engage staff in decision-making and improvement efforts while providing regular feedback, fostering skill development, and encouraging growth. Promote a culture of quality by applying feedback and continuously enhancing processes, services, and leadership capabilities to support overall team success.

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.

Work Environment

The work environment involves collaboration with teams, vendors, and clients both on-site and in corporate settings. Duties may include frequent computer use, phone communication, and occasional outdoor activities in or around parking facilities.

Physical Demands

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

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 non-exempt under the Fair Labor Standards Act (FLSA), meaning employees in this role is 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.

Fair Chance & Background Check Notices

California Fair Chance Act

PMC considers qualified applicants with criminal histories in a manner consistent with the California Fair Chance Act.

Background checks will only be conducted after a conditional offer of employment and in compliance with applicable law.

San Francisco Fair Chance Ordinance (if applicable)

For positions located within San Francisco:

PMC will consider qualified applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance.

We will not consider:

• Arrests not leading to conviction
• Sealed or expunged convictions
• Legally dismissed records

Applicants will receive required notice and an opportunity to respond before making any adverse employment decision.

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.