Associate Manager - Visitor Management - Baylor University Medical Center

Job Summary 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, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else’s day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It’s why we do what we do. Towne Park is a place where you can make a difference and create smiles every day. ESSENTIAL FUNCTIONS Ensures that the guest service experience is delivered exceptionally and consistently on all shifts; sets a positive example for guest relations and empowers associates to provide excellent customer service. May perform guest/patient service duties including valet parking, bell services, and door services as needed to achieve quality and service levels. Efficiently allocates labor resources to support service delivery and reduces staffing levels if business conditions dictate; understands the client’s service standards and integrates Towne Park’s standards to complement them. Reviews comment cards and guest satisfaction results with employees. Is actively engaged in the recruitment and hiring processes to ensure the best people are selected for the location; responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews. Assists Account Manager in establishing guidelines so employees understand expectations; ensures new associates get off to a right start through proper orientation and on‑the‑job training; recognizes great performance and provides opportunities for top performers to learn and grow; conducts regular performance appraisals and provides feedback and coaching. Develops cohesive working relationships with the clients’ staff members; maintains regular meeting rhythms and communication channels with the client and follows through on commitments. Understands and drives business metrics for forecasting, productivity, claims, customer service, and turnover; ensures accurate revenue reporting and reconciliation at the end of every shift; ensures controls for scheduling, overtime, tip reporting and timekeeping. QUALIFICATIONS Education Associate’s degree or equivalent preferred. Licensure & Certification Valid driver’s license with a clean driving record. Work Experience & Knowledge Minimum 1 year related hospitality experience. Knowledge of Towne Park’s preventive safety and security procedures, safe driving policies, hot spot and accident reporting, equipment training, claim check, ticketing and key box procedures, customer service principles, confidentiality policies (including HIPAA). Knowledge of business writing, basic accounting, business metrics, and the client’s facility and local area. Skills Manual transmission driving. Computer proficiency (MS Office, POS applications). Effective presentation skills for one‑on‑one and small group settings. Strong written and verbal communication. Ability to represent the company in diverse settings. Analytical skills to read and interpret business policies, training materials. Professional communication, accurate report writing. Composure under pressure; handle guest complaints. Courteous, sense of urgency, safety orientation. Authority & Responsibilities Performs duties independently with minimal supervision; makes day‑to‑day operational and financial decisions. Responsible for hiring, disciplining, and discharging associates when necessary. Controls resources; manages budget oversight of allocated funds. Compensation & Benefits Annual base salary $50,000 – $55,000. Eligible for annual incentive bonuses. Benefits include medical, dental, vision, accident, critical illness, hospital indemnity, telemedicine; company‑paid basic life and AD&D; short‑ and long‑term disability; 401(k) plan. Paid time off: 0.0385 hours per hour worked up to 80 hours per year; 6 paid holidays; up to 4 floating holidays. Working Conditions Climate‑controlled environment with occasional exposure to inclement weather; up to 10% travel. Physical demands include standing, walking, climbing stairs, lifting up to 50 pounds occasionally. Equal Employment Opportunity Towne Park is an affirmative action, equal opportunity and E‑Verify participating employer and encourages applications from all qualified individuals, including those with disabilities and veterans. Towne complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. #J-18808-Ljbffr Towne Park LLC