Account Manager of Valet Operations - Milwaukee Hospitality

Towne Park•Milwaukee, WI

About The Position

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for the account’s financial performance, guest/patient satisfaction, and client satisfaction objectives. The role manages business systems and financial results, recruitment and associate development, service delivery, client relationships, operational standards, safety and risk management, and sales-related account opportunities. The Account Manager works with the Area/District Manager, Human Resources, clients, and associates to maintain effective staffing and service, comply with company policies, manage claims and safety, and identify opportunities to grow the account and Towne Park’s business. The position requires extended hours, including evenings and weekends, and travel of up to 10% may be required.

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 effectively, 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 remain stable, dependable, and professional in changing and difficult situations.
Computer proficiency and technical aptitude, including the ability to use MS Office (Excel, Word, and Outlook), technology, and point-of-sale applications.
Effective written and verbal communication skills to address all levels of the organization.
Ability to represent the company in varied settings and demonstrate understanding and appreciation of 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 a clean driving record.
Must be at least 18 years old and able to pass a criminal background check, motor vehicle record check, and drug screen.
Must be able to run, stand, walk, sit, use hands to handle objects and controls, reach, climb stairs, balance, stoop, kneel, crouch, crawl, talk, and hear.
Must have close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.
Must be able to lift and/or move up to 50 pounds frequently and up to 75 pounds occasionally.
Must be able to push and pull 75 pounds frequently and 100 pounds occasionally, and push and pull 100 to 350 pounds on a wheelchair frequently over considerable distances.
Must be able to work extended hours, including evenings and weekends; travel of up to 10% may be required.

Nice To Haves

Associate’s degree.

Responsibilities

Drive business metrics and performance measurements, improve account financial performance and profitability, and understand contractual opportunities.
Manage scheduling, overtime, tip reporting, timekeeping, forecasts, payroll, and accounting reports; ensure accuracy and timeliness.
Use Towne Park business systems and ensure compliance with company policies and procedures.
Participate in recruitment and hiring, retain talented associates, provide orientation and training, recognize performance, and develop future leaders.
Coach and train associates, conduct performance appraisals, provide feedback, hold associate meetings and shift huddles, and document performance and discipline.
Ensure consistent guest/patient service across shifts and allocate labor to support service delivery.
Coordinate with the Area/District Manager and Human Resources to plan for seasonal business changes and appropriate staffing levels.
Understand client service standards and metrics and help drive client results.
Build working relationships with client staff, maintain regular communication and meetings, follow through on commitments, and remain visible at the site.
Focus the team on client objectives and identify opportunities to build client loyalty and grow Towne Park’s business.
Use company systems to control assets and expenditures; ensure others are trained to use them and maintain a clean, neat work environment.
Complete assigned tasks promptly, cooperate with management and coworkers, treat clients and associates respectfully, and maintain confidentiality.
Follow safety and security procedures, report incidents and risks, operate only equipment for which trained, and ensure associates receive safety and loss-prevention training.
Report claims accurately and promptly, work with Risk Management on resolution, hold associates accountable for safety violations and at-fault claims, and respond to workplace safety concerns.
Follow procedures for reporting on-the-job injuries and work with Human Resources on workers’ compensation cases; follow employment and payroll policies to limit exposure to claims and litigation.
Maintain relationships with current clients to obtain references and leads, and keep leadership and sales teams informed about ownership, management, brand, and client-position changes.
Monitor client business for construction, expansion, or other changes that may create internal growth opportunities, and report them to the Area/District Manager.

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
401(k) retirement savings plan
Accrued paid time off, up to 80 hours per calendar year
Six paid holidays per calendar year
Accrued floating holidays, up to four per calendar year
Employees may be eligible for annual incentive bonuses depending on job classification and policy guidelines