Sr. Account Manager - Valet Parking & Bell Operations - Hilton Columbus Downtown

Towne Park•Columbus, OH

2d•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. This role involves managing business metrics, financial performance, scheduling, HR functions, service delivery, and client relations to ensure the account's success and profitability. The Account Manager is also responsible for adhering to Towne Park's systems, standards, safety procedures, and for identifying new business opportunities within existing accounts.

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 within the contractual agreement.
Manages scheduling, overtime, tip reporting, and timekeeping for associates.
Ensures forecasts, payroll, and accounting reports are accurate and timely.
Utilizes standardized business systems and ensures compliance with policies.
Engages in recruitment and hiring processes.
Fosters an environment that retains talented associates and responds to feedback.
Ensures new associates receive proper orientation and training.
Recognizes and develops high-performing associates and future leaders.
Conducts performance appraisals and provides feedback and coaching.
Practices positive discipline and provides accurate performance documentation.
Delegates responsibilities appropriately.
Ensures consistent guest/patient service experience delivery.
Efficiently allocates labor resources to support service delivery.
Forecasts and plans for seasonal variances in business to ensure proper staffing.
Integrates Towne Park’s standards with client service standards.
Drives results for client service metrics/measurements.
Develops cohesive working relationships with clients’ staff.
Maintains regular communication channels with the client and follows through on commitments.
Maintains a high level of visibility at the site.
Focuses the team on exceeding client expectations.
Capitalizes on opportunities to grow Towne Park’s business by building client loyalty.
Fully understands and utilizes Towne Park systems for asset and expenditure control.
Maintains a clean 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.
Operates all equipment in a safe manner.
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.
Keeps leadership and sales teams advised of changes in ownership, management companies, or brands.
Advises Leadership and Sales of any changes in position at the client location.
Monitors existing clients' business for construction, expansion, or changes that could lead to internal growth opportunities.