Valet Guest Service Manager - Annapolis

Parking Management Company•Annapolis, MD

5d•$50,000 - $55,000

About The Position

The Account Manager oversees the daily operations of an assigned location, ensuring exceptional service for clients and guests. This role involves managing staff, maintaining strong client relationships, overseeing financial aspects such as revenue and payroll, and performing valet duties when needed.

Requirements

A high school diploma or GED is required, with at least three years of supervisory experience in parking, hospitality, or a similar customer service field. Additional training or certifications in leadership or business management is beneficial.
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.
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.
Build strong relationships by understanding client needs, resolving issues promptly, and anticipating requirements. Coordinate across locations and adjust strategies to ensure client satisfaction and support long-term partnerships.
Analyze revenue and payroll, identify discrepancies, resolve operational inefficiencies, and develop solutions to improve performance and accuracy.
Provide hands-on coaching, build strong teams, and ensure consistent operations through knowledge of training methods, operational software, and leadership principles, fostering accountability, clear communication, and employee engagement across multiple sites.
Manage payroll with a focus on scheduling and overtime control, guiding managers to create efficient schedules that optimize labor costs and improve operational efficiency.
Provide regular updates to operations and HR while maintaining clear communication with internal departments and external vendors, ensuring complex information is shared clearly and effectively.
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.

Nice To Haves

Additional training or certifications in leadership or business management is beneficial.

Responsibilities

Client Relationship Management: Serve as the primary contact for each property, ensuring contractual obligations are met while fostering open communication, addressing concerns, and building trust with stakeholders to strengthen partnerships and identify opportunities for service improvements and business growth.
Daily Operational Oversight: Manage scheduling, staffing, and quality assurance to ensure smooth daily operations at each location. Conduct regular site visits to identify and resolve issues, maintain equipment, improve processes, and uphold consistent customer service standards.
Financial and Administrative Tasks: Monitor site-level revenue, payroll, and expenses to identify trends and irregularities, working with the Regional Director on cost control and accurate record-keeping to keep operations financially on track and within budget.
Team Supervision and Training: Recruit, train, and coach hourly associates, set clear performance expectations, and foster a positive work environment by modeling professionalism and enforcing company policies to support employee satisfaction and excellent customer service.
Communication and Reporting: Provide regular updates to management through reports on progress, challenges, and account needs, while using personal devices as needed to coordinate promptly during emergencies or urgent situations.
Actively involve staff in planning, decision-making, and process improvement while taking full responsibility for team performance. Maintain an open and accessible leadership style, providing regular feedback, supporting skill development, and encouraging professional growth. Seek and apply feedback from both internal and external customers, promote a culture of quality, and continuously work to enhance processes, services, and supervisory skills to drive team success.
Other tasks may be assigned as needed to support the company’s overall operational and financial objectives, with the expectation that the management remains flexible and responsive to evolving business needs. Attend required staff meetings and complete assigned training modules in a timely manner. Including but not limited to the ability to work flexible hours when needed, particularly during financial close periods and occasional travel for financial reviews, audits, or corporate meetings. May be required.