Account Manager - Valet Operations - Holiday Inn (Cleveland Clinic)

Towne Park•Cleveland, OH

3d•Onsite

About The Position

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives. At Towne Park, it’s more than a job, you can make an impact. A career with us is rewarding in more ways than one. As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else’s day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It’s why we do what we do. Towne Park is a place where you can make a difference and create smiles every day.

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
Must 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.
Maximizes opportunities within the contractual agreement.
Moves metrics for forecasting, productivity, claims, customer service, and turnover.
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.
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.
Identifies areas for improvement and provides training and coaching.
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.
Ensures consistent guest/patient service delivery on all shifts.
Allocates labor resources efficiently to support service delivery.
Forecasts and plans for seasonal variances to ensure proper staffing.
Integrates Towne Park’s standards with client’s service standards.
Ensures Towne Park is driving results for client’s service metrics/measurements.
Develops cohesive working relationships with clients’ staff.
Maintains regular meeting rhythms and communication channels with the client.
Maintains a high level of visibility on-site.
Ensures the team is focused on exceeding client expectations.
Builds client loyalty and creates a net promoter of Towne Park.
Utilizes Towne Park systems to control assets and expenditures.
Maintains a clean, neat work environment.
Completes tasks in a timely manner.
Cooperates with management and coworkers.
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 trained equipment and operates it safely.
Reports all potential high-risk areas and safety concerns.
Ensures associates are 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.
Responds promptly to workplace safety concerns.
Follows procedures for reporting on-the-job injuries and managing worker’s compensation cases.
Adheres to Towne Park employment and payroll policies.
Maintains relationships with present clients to obtain references and leads for new opportunities.
Keeps leadership and sales teams advised of changes to Ownership Groups/Management Companies or Brand changes.
Advises Leadership and Sales of any changes in position at the client location.
Monitors existing clients for construction, expansion, or changes that could lead to internal growth opportunities.