Account Manager of Valet Operations - Milwaukee Hospitality

Towne Park•Milwaukee, WI

3d•$51,800 - $64,800

About The Position

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for account performance against financial, guest/patient satisfaction, and client satisfaction objectives. The role manages business performance, staffing and associate development, service delivery, client relationships, systems and standards, safety and risk, and sales-related account opportunities. The position requires regular coordination with clients, associates, Human Resources, Risk Management, the Area/District Manager, and leadership. The Account Manager works to maintain a visible presence at the site, consistently meet service standards, develop client loyalty, and ensure account operations follow Towne Park policies and procedures.

Requirements

Associate’s degree preferred and at least two years of related experience and/or training, or an equivalent combination of education and experience.
Knowledge of general business practices, including accounting, human resources, and customer service.
Ability to plan, set priorities, and manage several complex projects simultaneously under pressure and meet deadlines.
Demonstrated work ethic, drive, energy, and persistence in achieving goals.
Ability to maintain stability, dependability, and professionalism in changing and difficult situations.
Computer proficiency and technical aptitude, including use of Microsoft Excel, Word, Outlook, and technology and point-of-sale applications.
Written and verbal communication skills to address all levels within the organization.
Ability to represent the company effectively in varied settings and demonstrate understanding and appreciation for diverse cultures.
Ability to read, analyze, and interpret business policies, procedures, equipment manuals, training materials, and corporate communications.
Ability to compose professional internal and external business communications, including reports, memos, letters, and emails.
Must be able to drive a manual transmission.
Must have and maintain a valid driver’s license and clean driving record.
Must be at least 18 years old and pass a criminal background check, motor vehicle record check, and drug screen for insurance purposes.
Must meet the stated physical demands, including frequent lifting or moving up to 50 pounds and occasional lifting or moving up to 75 pounds; frequent pushing and pulling up to 75 pounds and occasional pushing and pulling up to 100 pounds; and frequently pushing and pulling 100 to 350 pounds on a wheelchair over considerable distances.
Must be able to perform the stated physical activities, including running, standing, walking, sitting, handling objects or controls, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling, talking, and hearing; must have close, distance, color, peripheral, and depth vision and the ability to adjust focus.

Nice To Haves

Associate’s degree.

Responsibilities

Understand and drive business metrics and performance measurements to support effectiveness, high performance, and compliance.
Improve account financial performance and profitability, understand contractual agreements, and identify ways to maximize opportunities.
Improve forecasting, productivity, claims, customer service, and turnover metrics.
Manage scheduling, overtime for directly supervised associates, tip reporting, and timekeeping.
Ensure forecasts, payroll, and accounting reports are accurate and submitted on time; use standardized business systems and ensure compliance with policies and procedures.
Participate in recruitment and hiring; foster associate retention, respond to feedback, orient and train new associates, recognize performance, coach and develop staff, and identify future leaders.
Conduct performance appraisals, provide feedback and coaching, hold associate meetings, ensure shift huddles occur, document performance, apply positive discipline, and delegate responsibilities effectively.
Ensure consistent guest/patient service across shifts and allocate labor resources effectively.
Coordinate with the Area/District Manager and Human Resources to plan for seasonal business variations and appropriate staffing levels.
Understand and integrate client service standards with Towne Park standards, and monitor client service metrics.
Develop working relationships with client staff, maintain regular meetings and communication, follow through on commitments, and maintain an appropriate visible presence at the site.
Understand client objectives, focus the team on exceeding expectations, and build client loyalty and opportunities for business growth.
Use and oversee training on Towne Park systems for controlling assets and expenditures; maintain a clean work environment and complete assigned tasks promptly.
Cooperate with management and coworkers, treat clients and associates with respect and dignity, and maintain confidentiality of associate and client information.
Follow safety and security procedures, use only trained-for equipment safely, report accidents and safety concerns, and ensure associates receive safety and loss-prevention training.
Report claims accurately and promptly, cooperate with Risk Management, address at-fault claims and safety violations through progressive discipline, and respond to workplace safety concerns.
Follow procedures for reporting work injuries and coordinate with Human Resources on workers’ compensation cases; comply with employment and payroll policies to limit claims and litigation exposure.
Maintain relationships with current clients to obtain references and leads; advise leadership and sales teams of ownership, management, brand, or client-position changes.
Monitor client business for construction, expansion, or other changes that could create internal growth opportunities, and report them to the Area/District Manager.
Work extended hours, including evenings and weekends, and travel up to 10% as required.

Benefits

Medical insurance
Dental insurance
Vision insurance
Accident insurance
Critical illness insurance
Hospital indemnity insurance
Telemedicine benefits
Company-paid basic life and AD&D insurance
Short-term disability
Long-term disability
401(k) retirement savings plan
Annual incentive bonuses may be available depending on job classification and policy guidelines.
Paid time off accrual, up to 80 hours per calendar year
Six paid holidays
Up to four accrued paid floating holidays per calendar year