Account Manager of Valet Operations - Cleveland Clinic Neurological Institute

Towne Park•Cleveland, OH

2d•$54,700 - $82,100

About The Position

The Account Manager directly oversees one Tier 1 or 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 position requires coordinating with the Area/District Manager, Human Resources, clients, and sales teams. The Account Manager ensures that company policies, procedures, service standards, safety practices, reporting requirements, and training expectations are followed. The role also maintains a visible presence at the account and supports a consistent guest/patient experience across shifts.

Requirements

Ability to effectively plan, 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 MS Office (Excel, Word, and Outlook) and technology and point-of-sale applications.
Written and verbal communication skills to address all organizational levels effectively.
Ability to represent the company in varied settings and demonstrate 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 emails.
Knowledge of general business practices, including accounting, human resources, and customer service.
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 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 or crawl, talk, and hear.
Must be able to lift or move up to 50 pounds frequently and up to 75 pounds occasionally; push and pull 75 pounds frequently and 100 pounds occasionally; and push and pull a wheelchair weighing 100 to 350 pounds 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 preferred.

Responsibilities

Manage account financial performance, business metrics, forecasting, productivity, claims, customer service, and turnover.
Understand the account’s contractual agreement and identify opportunities to maximize performance and profitability.
Manage scheduling, overtime, tip reporting, timekeeping, forecasts, payroll, and accounting reports for directly supervised associates.
Use Towne Park business systems and ensure compliance with company policies and procedures.
Participate in recruiting and hiring, orient and train new associates, retain and develop talent, conduct performance appraisals, and provide feedback, coaching, and performance documentation.
Hold associate meetings and ensure shift huddles occur on every shift; delegate responsibilities and decision-making appropriately.
Ensure consistent guest/patient service on all 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 meetings and communication, follow through on commitments, and maintain appropriate site visibility.
Align the team with client objectives and build client loyalty and opportunities for business growth.
Use and train others on systems for controlling assets and expenditures; maintain a clean work environment and complete assigned tasks in a timely manner.
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 and manage claims with Risk Management, apply progressive discipline for safety violations and at-fault claims, respond to workplace safety concerns, and follow injury-reporting and workers’ compensation procedures.
Follow employment and payroll policies to limit exposure to employment claims and litigation.
Maintain relationships with current clients to obtain references and leads; inform leadership and sales teams about client ownership, management, brand, and personnel changes.
Monitor client business for construction, expansion, or other changes that may create internal growth opportunities.
Travel up to 10% as needed.

Benefits

Annual incentive bonuses may be available depending on job classification and policy guidelines.
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
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