Account Manager - Hotel Valet Services

Towne Park•Burlington, VT

3d•$60,000 - $65,000•Hybrid

About The Position

The Account Manager directly oversees one Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives. This role is crucial for ensuring the effectiveness, high performance, and compliance of the account by understanding and driving business metrics. The Account Manager is expected to improve the financial performance and profitability of the account, manage scheduling and overtime, and ensure accurate forecasting and reporting. Additionally, the role involves active engagement in recruitment and hiring, fostering a positive work environment, providing training and coaching, and conducting performance appraisals. Service management includes ensuring consistent guest/patient service delivery, efficient labor allocation, and understanding client service standards. Client relations management involves developing strong relationships with clients, maintaining regular communication, and focusing on exceeding client expectations to foster loyalty and business growth. The Account Manager must also fully utilize Towne Park's systems for asset and expenditure control, maintain a clean work environment, and cooperate with management and coworkers. Safety and risk management are key, requiring adherence to safety procedures, prompt reporting of accidents and concerns, and proper training of associates. The role also includes sales responsibilities such as obtaining references and leads for new opportunities and advising leadership of any changes at the client location that could lead to internal growth.

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
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.
Manages scheduling, overtime for associates, tip reporting, and timekeeping.
Ensures forecasts, payroll and accounting reports are on time and accurate.
Effectively utilizes standardized business systems and ensures compliance with policies and procedures.
Engages in recruitment and hiring processes to ensure the best people are selected for the location.
Fosters an environment that retains talented associates and responds proactively to associate feedback.
Ensures new associates receive proper orientation and on-the-job training.
Recognizes great performance and provides opportunities for top performers to learn and grow.
Trains and coaches individuals and teams where improvement is needed.
Identifies talent and helps develop future leaders for the organization.
Conducts regular performance appraisals and provides feedback and coaching for all direct reports.
Holds effective associate meetings and ensures that shift huddles happen on every shift.
Practices positive discipline and provides accurate and timely performance documentation.
Delegates by allocating decision making and other responsibilities appropriately and effectively.
Ensures that the guest/patient service experience is delivered consistently on all shifts.
Efficiently allocates labor resources to support service delivery.
Forecasts and plans for seasonal variances in business to ensure proper staffing levels.
Integrates Towne Park’s standards to complement the client’s service standards.
Ensures Towne Park is helping to drive client service metrics/measurements.
Develops cohesive working relationships with the clients’ staff members.
Maintains regular meeting rhythms and communication channels with the client and follows through on commitments.
Maintains a high level of visibility at the site.
Ensures the entire team is focused on exceeding client objectives.
Capitalizes on opportunities to grow Towne Park’s business by building client loyalty.
Fully understands and utilizes the systems provided by Towne Park to control assets and expenditures.
Trains others or sees that they are trained to properly use the systems provided.
Maintains a clean, neat work environment.
Completes all tasks in a timely manner as instructed by the Area/District Manager.
Cooperates with management and coworkers to ensure that services can be adequately maintained.
Treats clients and associates with courtesy, respect and dignity.
Maintains strict confidentiality related to associate and client information.
Understands and follows safety and security procedures.
Practices preventative safety procedures.
Reports all accidents and incidents to the Area/District Manager immediately.
Uses only equipment trained to use and operates all equipment in a safe manner.
Reports all potential high risk areas and safety concerns to the Area/District Manager.
Ensures all associates have been adequately trained in safety and loss prevention procedures.
Ensures claims are reported timely and accurately and cooperates with the Risk Management department to resolve claims.
Follows the progressive disciplinary process to hold associates accountable for at-fault claims and safety violations.
Promptly responds to any concerns regarding workplace safety.
Follows the procedures for reporting on-the-job injuries and works with Human Resources to effectively manage worker’s compensation cases.
Adheres to Towne Park employment and payroll policies and procedures to limit exposure to employment claims and litigation.
Maintains relationships with present client to obtain references and leads for new opportunities.
Keeps leadership and sales teams advised on known changes to Ownership Groups/Management Companies or Brand changes.
Advises Leadership and Sales of any changes in position at the client location.
Monitors existing client’s business to report any construction, expansion, or changes that could lead to internal growth opportunities.

Benefits

medical, dental, and vision insurance
accident insurance
critical illness insurance
hospital indemnity insurance
telemedicine benefits
company-paid basic life and AD&D insurance
short-term and long-term disability
401k retirement savings plan
Paid Time Off (accrues 0.0385 hours per hour worked up to a maximum of 80 hours per calendar year)
6 paid holidays throughout the calendar year
up to a maximum of 4 paid floating holidays per calendar year