Account Manager - Valet & Parking Services

Towne Park•Portland, ME

3d•$57,600 - $86,400•Onsite

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 involves managing business metrics, financial performance, and contractual agreements to maximize opportunities and profitability. The Account Manager also plays a key role in human resources, including recruitment, hiring, training, and performance management of associates. Service management ensures consistent guest/patient experience delivery, efficient labor allocation, and adherence to client service standards. Client relations management involves developing strong relationships with clients, maintaining regular communication, and identifying opportunities for business growth. The role also requires full utilization and understanding of Towne Park's systems and standards, as well as a strong focus on safety and risk management, including accident reporting and preventative safety procedures. Sales responsibilities include maintaining relationships with current clients for references and leads, and advising leadership of any changes at the client location that could lead to internal growth opportunities.

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

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.
Utilizes standardized business systems and ensures compliance with policies and procedures.
Engages in recruitment and hiring processes to ensure the best people are selected.
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 great performance and provides opportunities for growth.
Trains and coaches team and individual performers where improvement is needed.
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 and effectively.
Ensures 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.
Understands client’s service standards and integrates Towne Park’s standards.
Ensures Towne Park is helping to drive client service metrics/measurements.
Develops cohesive working relationships with clients’ staff members.
Maintains regular meeting rhythms and communication channels with the client.
Maintains a high level of visibility at the site.
Ensures the entire team is focused on exceeding client objectives.
Builds client loyalty and creates a net promoter of Towne Park.
Fully understands and utilizes systems provided by Towne Park to control assets and expenditures.
Trains others or ensures they are trained to properly use provided systems.
Maintains a clean, neat work environment.
Completes all tasks in a timely manner as instructed.
Cooperates with management and coworkers to ensure services meet needs.
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 equipment trained to use and operates all equipment 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.
Promptly responds to concerns regarding workplace safety.
Follows procedures for reporting on-the-job injuries and manages worker’s compensation cases.
Adheres to Towne Park employment and payroll policies and procedures.
Maintains relationships with present clients for references and leads.
Keeps leadership and sales teams advised on client changes.
Advises Leadership and Sales of any changes in position at the client location.
Monitors existing clients' business for construction, expansion, or changes that could lead to internal growth opportunities.