Account Manager - Buena Vista Palace Hotel & Spa

Towne Park • Lake Buena Vista, FL

365d

About The Position

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.

Requirements

• Associate's degree preferred and a minimum of two (2) years of related experience and/or training; OR equivalent combination of education and/or experience.
• Knowledge of general business practices including accounting, human resources and customer service.
• Must be able to drive manual transmission.
• Must have and maintain a valid driver's license and clean driving record.
• For insurance purposes, must be at least 18 years of age and be able to pass a criminal background, MVR and drug screen.

Responsibilities

• Understand and drive business metrics and performance measurements to ensure effectiveness, high performance and compliance.
• Demonstrate the ability to improve the financial performance and profitability of the account.
• Understand the contractual agreement and recognize ways to maximize opportunities.
• Demonstrate the ability to positively move the metrics for forecasting, productivity, claims, customer service, and turnover.
• Manage scheduling, overtime for associates under direct supervision, tip reporting, and timekeeping.
• Ensure that forecasts, payroll and accounting reports are on time and accurate.
• Effectively utilize standardized business systems as developed by Towne Park and ensure compliance with policies and procedures.
• Actively engage in the recruitment and hiring processes to ensure the best people are selected for the location.
• Foster an environment that retains talented associates.
• Respond proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews.
• Ensure new associates get off to the right start through proper orientation and on-the-job training.
• Recognize great performance and provide opportunities for top performers to learn and grow.
• Recognize where the team and individual performers need to improve and properly train and coach.
• Identify talent and help develop future leaders for the organization.
• Conduct regular performance appraisals and provide feedback and coaching for all direct reports.
• Hold effective associate meetings and ensure that shift huddles happen on every shift.
• Practice positive discipline and provide accurate and timely performance documentation.
• Delegate by allocating decision making and other responsibilities appropriately and effectively.
• Ensure that the guest/patient service experience is delivered consistently on all shifts.
• Efficiently allocate labor resources to support service delivery.
• Work with the Area/District Manager and Human Resources to forecast and plan for seasonal variances in business to ensure proper staffing levels.
• Understand the client's service standards and effectively integrate Towne Park's standards to complement them.
• Develop cohesive working relationships with the clients' staff members.
• Maintain regular meeting rhythms and communication channels with the client and follow through on commitments.
• Know when to be present at the site and maintain a high level of visibility.
• Understand what objectives are important to the client and ensure the entire team is focused on exceeding expectations.
• Capitalize on opportunities to grow Towne Park's business by building client loyalty.
• Fully understand and utilize the systems provided by Towne Park to control assets and expenditures.
• Train others or see that they are trained to properly use the systems provided.
• Maintain a clean, neat work environment.
• Complete all tasks in a timely manner as instructed by the Area/District Manager.
• Cooperate with management and coworkers to ensure that services can be adequately maintained to meet the needs of internal and external customers.
• Treat clients and associates with courtesy, respect and dignity.
• Understand and follow safety and security procedures.
• Practice preventative safety procedures as set forth by Towne Park.
• Report all accidents and incidents to the Area/District Manager immediately.
• Use only equipment trained to use and operate all equipment in a safe manner.
• Report all potential high risk areas and safety concerns to the Area/District Manager.
• Ensure all associates have been adequately trained in safety and loss prevention procedures.
• Ensure claims are reported timely and accurately and cooperate with the Risk Management department to resolve claims.
• Maintain relationships with present client to obtain references and leads for new opportunities.

Benefits

• Employees are eligible to enroll in medical, dental, and vision insurance.
• Accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits.
• Company-paid basic life and AD&D insurance as well as short-term and long-term disability.
• 401k retirement savings plan.
• Employees accrue 0.0385 hours of PTO per hour worked up to a maximum of 80 hours per calendar year.
• Employees receive 6 paid holidays throughout the calendar year.
• Employees accrue up to a maximum of 4 paid floating holidays per calendar year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Personal and Laundry Services
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees