Account Manager - Courtyard Portland Downtown Portland, ME

Towne Park•Portland, ME

1d•$57,600 - $86,400

About The Position

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for its financial performance and guest/patient and client satisfaction. The role manages business systems and account operations, including forecasting, payroll, scheduling, labor productivity, claims, and compliance with contractual and company requirements. It also leads recruitment, onboarding, training, coaching, performance management, and associate retention; ensures consistent service delivery; and builds effective client relationships through regular communication and follow-through. The Account Manager supports business development by maintaining client relationships, identifying account growth opportunities, and sharing relevant client and market changes with leadership and sales teams. The position requires extended hours, including evenings and weekends, and may require travel of up to 10%.

Requirements

Associate’s degree preferred 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 plan, set priorities, and manage multiple complex projects under pressure and to deadlines.
Demonstrated work ethic, drive, energy, and persistence in achieving goals.
Ability to remain stable, dependable, and professional in changing or difficult situations.
Computer proficiency and technical aptitude, including MS Office (Excel, Word, and Outlook) and technology and point-of-sale applications.
Effective written and verbal communication skills for addressing all levels of the organization.
Ability to represent the company in varied settings with 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 Maine driver’s license and a 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 or feel objects, tools, or controls, reach, climb stairs, balance, stoop, kneel, crouch or crawl, talk, and hear.
Must have close, distance, color, peripheral, and depth vision and the ability to adjust focus.
Must be able to lift or move up to 50 pounds frequently and 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.

Nice To Haves

Associate’s degree.

Responsibilities

Drive business metrics and performance measurements and improve account financial performance and profitability.
Understand the account’s contractual agreement and identify ways to maximize opportunities.
Improve 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, and respond to associate feedback and survey results.
Ensure new associates receive orientation and on-the-job training; recognize strong performance and coach associates who need improvement.
Identify and develop future leaders, conduct performance appraisals, provide feedback, hold associate meetings and shift huddles, document performance, and delegate appropriately.
Ensure consistent guest/patient service across shifts and allocate labor effectively to support service delivery.
Coordinate with the Area/District Manager and Human Resources to plan staffing for seasonal business variations.
Integrate Towne Park service standards with client standards and use client service metrics to help drive results.
Build working relationships with client staff, maintain regular communication and meetings, follow through on commitments, and remain visible at the site as needed.
Understand client objectives and focus the team on exceeding expectations; build client loyalty and identify opportunities to grow Towne Park’s business.
Use and support training on Towne Park systems for controlling assets and expenditures; maintain a clean work environment and complete assigned tasks promptly.
Cooperate with management and coworkers, treat clients and associates respectfully, and maintain confidentiality of associate and client information.
Follow safety and security procedures, report incidents and risks, ensure associate safety and loss-prevention training, and operate only equipment for which trained.
Report and support timely resolution of claims, enforce accountability for safety violations and at-fault claims, respond to workplace safety concerns, and follow injury and workers’ compensation procedures.
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, and advise leadership and sales of ownership, management, brand, or client-contact changes.
Monitor client business for construction, expansion, or other changes that could create growth opportunities.
Work extended hours, including evenings and weekends, and travel up to 10% if required.

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
Accrued floating holidays, up to four per calendar year