Account Manager - Valet & Parking Services - Sheraton Portsmouth Harborside Hotel

Towne Park•Portsmouth, NH

2d•$60,000 - $70,000•Onsite

About The Position

The Account Manager directly oversees one Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives. This role involves managing business metrics, improving financial performance, understanding contractual agreements, and managing scheduling, overtime, tip reporting, and timekeeping. The Account Manager is also responsible for recruitment, hiring, training, coaching, and performance management of associates. Service delivery, client relations, and ensuring adherence to Towne Park's systems and standards are key aspects of the role. Additionally, the position requires a strong focus on safety and risk management, including reporting accidents, following safety procedures, and managing claims. Sales responsibilities include maintaining client relationships, obtaining references, and reporting on potential growth opportunities. The role requires computer proficiency, strong communication skills, and the ability to represent the company effectively.

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

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 by understanding the contractual agreement.
Positively 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 to ensure the best people are selected.
Fosters an environment that retains talented associates.
Responds proactively to associate feedback and suggestions.
Ensures new associates have a proper orientation and on-the-job training.
Recognizes great performance and provides opportunities for growth.
Trains and coaches team and individual performers where improvement is needed.
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 by allocating decision making and responsibilities appropriately.
Ensures the guest/patient service experience is delivered consistently on all shifts.
Efficiently allocates labor resources to support service delivery.
Forecasts and plans for seasonal variances in business to ensure proper staffing levels.
Integrates Towne Park’s standards to complement the client’s service standards.
Ensures Towne Park is helping to drive results by understanding client service metrics.
Develops cohesive working relationships with the clients’ staff members.
Maintains regular meeting rhythms and communication channels with the client and follows through on commitments.
Maintains a high level of visibility at the site.
Ensures the entire team is focused on exceeding client expectations.
Builds client loyalty and creates a net promoter of Towne Park.
Fully understands and utilizes systems provided by Towne Park to control assets and expenditures.
Trains others or ensures they are trained to properly use provided systems.
Maintains a clean, neat work environment.
Completes all tasks in a timely manner as instructed.
Cooperates with management and coworkers to ensure services meet customer needs.
Treats clients and associates with courtesy, respect and dignity.
Maintains strict confidentiality related to 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 all equipment safely.
Reports all potential high-risk areas and safety concerns.
Ensures all associates are adequately trained in safety and loss prevention procedures.
Ensures claims are reported timely and accurately and cooperates with Risk Management to resolve claims.
Consistently follows the progressive disciplinary process for at-fault claims and safety violations.
Promptly responds to any concerns regarding workplace safety.
Follows procedures for reporting on-the-job injuries and manages worker’s compensation cases.
Adheres to Towne Park employment and payroll policies and procedures.
Maintains relationships with present clients to obtain references and leads for new opportunities.
Keeps leadership and sales teams advised on known changes to Ownership Groups/Management Companies or Brand changes.
Advises Leadership and Sales of any changes in position at the client location.
Monitors existing client’s business for any construction, expansion, or changes that could lead to internal growth opportunities.