Account Manager - Valet Operations - Winstar World Casino

Towne Park•Thackerville, OK

2d•$54,700 - $82,100•Onsite

About The Position

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives. Towne Park is a hospitality services company committed to creating smiles by delivering exceptional experiences. Working with Towne Park offers opportunities to impact millions of patients, visitors, and guests, making a difference and brightening someone's 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.
Must be able to pass a criminal background, MVR and drug screen.
Ability to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlines.
Demonstrated work ethic, drive, energy, and persistence to achieve goals.
Ability to maintain stability, dependability and professionalism when faced with changing and difficult situations.
Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications.
Written and verbal communication skills to effectively address all levels within the organization.
Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures.
Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications.
Ability to compose professional internal and external business communications including reports, memos, letters, and e-mails.

Nice To Haves

Associate’s degree preferred

Responsibilities

Drives business metrics and performance measurements to ensure effectiveness, high performance, and compliance.
Improves the financial performance and profitability of the account.
Maximizes opportunities within the contractual agreement.
Manages forecasting, productivity, claims, customer service, and turnover.
Manages scheduling, overtime, tip reporting, and timekeeping for direct reports.
Ensures timely and accurate forecasts, payroll, and accounting reports.
Utilizes standardized business systems and ensures compliance with policies and procedures.
Engages in recruitment and hiring processes to select the best people for the location.
Fosters an environment that retains talented associates.
Responds proactively to associate feedback and suggestions.
Ensures new associates receive proper orientation and on-the-job training.
Recognizes and develops great performance and provides opportunities for growth.
Identifies areas for improvement and provides necessary training and coaching.
Identifies talent and helps develop future leaders.
Conducts regular performance appraisals and provides feedback and coaching.
Holds effective associate meetings and ensures shift huddles occur.
Practices positive discipline and provides accurate and timely performance documentation.
Delegates decision-making and responsibilities appropriately.
Ensures consistent delivery of the guest/patient service experience on all shifts.
Efficiently allocates labor resources to support service delivery.
Forecasts and plans for seasonal variances to ensure proper staffing levels.
Integrates Towne Park’s standards with client service standards.
Ensures Towne Park is driving results for client service metrics/measurements.
Develops cohesive working relationships with clients' staff.
Maintains regular meeting rhythms and communication channels with the client.
Maintains a high level of visibility at the site.
Ensures the team is focused on exceeding client expectations.
Builds client loyalty and creates a net promoter of Towne Park.
Fully understands and utilizes Towne Park systems for asset and expenditure control.
Ensures proper use of provided systems through training.
Maintains a clean and neat work environment.
Completes tasks in a timely manner as instructed.
Cooperates with management and coworkers to ensure adequate service delivery.
Treats clients and associates with courtesy, respect, and dignity.
Maintains strict confidentiality of associate and client information.
Understands and follows safety and security procedures.
Practices preventative safety procedures.
Reports all accidents and incidents immediately.
Uses only trained equipment and operates it safely.
Reports all potential high-risk areas and safety concerns.
Ensures associates are adequately trained in safety and loss prevention.
Ensures claims are reported timely and accurately and cooperates with Risk Management.
Follows the progressive disciplinary process for at-fault claims and safety violations.
Responds promptly to workplace safety concerns.
Follows procedures for reporting on-the-job injuries and managing worker’s compensation cases.
Adheres to Towne Park employment and payroll policies to limit exposure to claims and litigation.
Maintains relationships with present clients to obtain references and leads for new opportunities.
Keeps leadership and sales teams advised of changes in client ownership or management.
Advises Leadership and Sales of any changes in position at the client location.
Monitors existing clients for construction, expansion, or business changes that could lead to internal growth opportunities.