Account Manager of Valet Operations - Cleveland Clinic Neurological Institute

Towne Park•Cleveland, OH

14h

About The Position

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for account performance across financial, guest/patient satisfaction, and client satisfaction objectives. The position manages business systems, financial performance, staffing and associate development, service delivery, client relationships, safety and risk management, and sales-related opportunities. The role works with the Area/District Manager, Human Resources, clients, and associates to meet account objectives and maintain consistent service.

Requirements

Associate’s degree preferred and at least two years of related experience and/or training, or an equivalent combination of education and/or 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 maintain stability, dependability, and professionalism in changing and difficult situations.
Computer proficiency and technical aptitude, including use of MS Office (Excel, Word, and Outlook) and technology and point-of-sale applications.
Written and verbal communication skills to address all levels within the organization effectively.
Ability to represent the company in a variety of settings and demonstrate understanding and appreciation for 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 clean driving record.
Must be at least 18 years of age and able to pass a criminal background check, motor vehicle record check, and drug screen.
Must be able to meet the described physical demands, including lifting, pushing, and pulling requirements.
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

Understand and drive business metrics and performance measurements to ensure effectiveness, high performance, and compliance.
Improve the financial performance and profitability of the account; understand contractual agreements and identify ways to maximize opportunities.
Influence forecasting, productivity, claims, customer service, and turnover metrics.
Manage scheduling, overtime, tip reporting, and timekeeping for directly supervised associates.
Ensure forecasts, payroll, and accounting reports are timely and accurate, and use Towne Park business systems in compliance with policies and procedures.
Participate in recruitment and hiring; support associate retention, orientation, on-the-job training, recognition, coaching, and development.
Conduct performance appraisals, provide feedback and coaching, hold associate meetings, ensure shift huddles occur, and document performance and discipline appropriately.
Deliver a consistent guest/patient service experience across shifts and allocate labor resources to support service delivery.
Coordinate with the Area/District Manager and Human Resources to forecast seasonal business changes and plan staffing levels.
Understand client service standards and metrics and integrate Towne Park standards to support client results.
Develop working relationships with client staff, maintain regular communication and meetings, follow through on commitments, and remain visible at the site as appropriate.
Understand client priorities and focus the team on exceeding expectations; build client loyalty and identify opportunities to grow Towne Park’s business.
Use Towne Park systems to control assets and expenditures and ensure others are trained to use those systems.
Maintain a clean, neat work environment; complete tasks as instructed by the Area/District Manager; cooperate with management and coworkers; and treat clients and associates with courtesy, respect, and dignity.
Maintain confidentiality of associate and client information.
Follow safety and security procedures, use only equipment for which trained, and report accidents, incidents, high-risk areas, and safety concerns promptly.
Ensure associates receive safety and loss-prevention training; report claims accurately and timely and cooperate with Risk Management to resolve them.
Apply progressive discipline for at-fault claims and safety violations, respond to workplace safety concerns, and follow injury-reporting and workers’ compensation procedures with Human Resources.
Follow employment and payroll policies and procedures to limit exposure to employment claims and litigation.
Maintain relationships with current clients to obtain references and leads; advise leadership and sales teams of 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 insurance
Dental insurance
Vision insurance
Accident insurance
Critical illness insurance
Hospital indemnity insurance
Telemedicine benefits
Company-paid basic life and AD&D insurance
Short-term disability insurance
Long-term disability insurance
401(k) retirement savings plan
Paid time off accrual up to 80 hours per calendar year
Six paid holidays per calendar year
Accrual of up to four paid floating holidays per calendar year
Employees may be eligible for annual incentive bonuses, subject to job classification and policy guidelines