Account Manager - Hotel Valet Operations

Towne Park•Orlando, FL

19h•$54,700 - $82,100

About The Position

The Account Manager directly oversees one Tier 1 or Tier 2 Towne Park account and is responsible for financial performance, guest/patient satisfaction, and client satisfaction objectives. The role manages account operations, business systems, staffing, associate development, service delivery, client relationships, safety, risk, and opportunities to grow the business. The Account Manager works with the Area/District Manager, Human Resources, Risk Management, leadership, and sales teams to meet account and company objectives. The position requires regular visibility at the client site and consistent communication with client staff. It also involves managing scheduling, overtime, tip reporting, timekeeping, forecasts, payroll, and accounting reports; supporting recruitment, training, coaching, and performance management; maintaining service and safety standards; and reporting relevant client, business, and operational changes. Travel of up to 10% may be required.

Requirements

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 use of MS Office (Excel, Word, and Outlook), technology applications, and point-of-sale applications.
Effective written and verbal communication skills for addressing all levels within the organization.
Ability to represent the company in varied 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.
Associate’s degree 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 drive a manual transmission vehicle.
Valid driver’s license and clean driving record, maintained throughout employment.
Must be at least 18 years old and able to pass a criminal background check, motor vehicle record check, and drug screen for insurance purposes.
Ability to meet the stated physical demands, including lifting, pushing, and pulling specified weights.
Availability to work extended hours, including evenings and weekends.

Nice To Haves

Associate’s degree preferred.

Responsibilities

Drive business metrics and performance measurements while maintaining effectiveness, high performance, and compliance.
Improve account financial performance and profitability, understand the contractual agreement, 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 accurate and submitted on time; use Towne Park business systems and comply with company policies and procedures.
Participate in recruiting and hiring, retain talented associates, respond to associate feedback, and ensure new associates receive orientation and on-the-job training.
Recognize strong performance, identify development needs, train and coach associates, develop future leaders, and conduct performance appraisals for direct reports.
Hold associate meetings and ensure shift huddles occur on every shift; apply positive discipline and maintain timely, accurate performance documentation.
Delegate decision-making and other responsibilities appropriately.
Ensure consistent guest/patient service across shifts and allocate labor resources to support service delivery.
Coordinate with the Area/District Manager and Human Resources to plan for seasonal business variations and staffing needs.
Understand client service standards and metrics, integrate Towne Park standards, and help drive client results.
Build working relationships with client staff, maintain regular communication and meetings, and follow through on commitments.
Maintain appropriate site visibility, focus the team on client priorities, build client loyalty, and identify opportunities to grow Towne Park’s business.
Use and train others on systems for controlling assets and expenditures; maintain a clean and neat work environment and complete tasks as instructed by the Area/District Manager.
Cooperate with management and coworkers, treat clients and associates with courtesy and respect, and maintain confidentiality of associate and client information.
Follow safety and security procedures, use equipment safely, report incidents and hazards, and ensure associates are trained in safety and loss prevention.
Report claims accurately and promptly, cooperate with Risk Management, address safety concerns, and apply progressive discipline for at-fault claims and safety violations.
Follow procedures for reporting workplace injuries and work with Human Resources on workers’ compensation cases; comply with employment and payroll policies to limit legal exposure.
Maintain relationships with current clients to obtain references and leads; inform leadership and sales teams about ownership, management, brand, and client-position changes.
Monitor client business changes, construction, and expansion for potential 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
Annual incentive bonuses may be available depending on job classification and policy guidelines
Accrued paid time off, up to 80 hours per calendar year
Six paid holidays per calendar year
Up to four accrued paid floating holidays per calendar year