Account Manager - Hilton Garden Inn Burlington Downtown

Towne Park•Burlington, VT

3d•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. Towne Park is committed to creating smiles by delivering exceptional experiences. This role offers an opportunity to impact millions of patients, visitors, and guests by providing compassionate service and creating memorable experiences. It's 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

Responsibilities

Oversee one Towne Park account and be responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives.
Drive business metrics and performance measurements to ensure effectiveness, high performance, and compliance.
Improve the financial performance and profitability of the account.
Manage scheduling, overtime for associates, tip reporting, and timekeeping.
Ensure forecasts, payroll, and accounting reports are on time and accurate.
Effectively utilize standardized business systems and ensure compliance with policies and procedures.
Engage in recruitment and hiring processes to select the best people for the location.
Foster an environment that retains talented associates and respond proactively to associate feedback.
Ensure new associates receive proper orientation and on-the-job training.
Recognize great performance and provide opportunities for top performers to learn and grow.
Train and coach team and individual performers where improvement is needed.
Identify talent and help develop future leaders for the organization.
Conduct regular performance appraisals and provide feedback and coaching.
Hold effective associate meetings and ensure shift huddles occur.
Practice positive discipline and provide accurate and timely performance documentation.
Delegate decision-making and other responsibilities appropriately and effectively.
Ensure the guest/patient service experience is delivered consistently on all shifts.
Efficiently allocate labor resources to support service delivery.
Forecast and plan for seasonal variances in business to ensure proper staffing levels.
Understand client service standards and integrate Towne Park’s standards.
Ensure Towne Park is helping to drive client service metrics/measurements.
Develop cohesive working relationships with clients’ staff members.
Maintain regular meeting rhythms and communication channels with the client and follow through on commitments.
Maintain a high level of visibility at the site.
Ensure the entire team is focused on exceeding client expectations.
Capitalize on opportunities to grow Towne Park’s business by building client loyalty.
Fully understand and utilize Towne Park systems to control assets and expenditures.
Train others or ensure they are trained to properly use provided systems.
Maintain a clean, neat work environment and complete tasks in a timely manner.
Cooperate with management and coworkers to ensure services meet needs.
Treat clients and associates with courtesy, respect, and dignity.
Maintain strict confidentiality of associate and client information.
Understand and follow safety and security procedures.
Practice preventative safety procedures and report all accidents and incidents immediately.
Use only trained equipment and operate all equipment safely.
Report all potential high-risk areas and safety concerns.
Ensure associates are adequately trained in safety and loss prevention procedures.
Report claims timely and accurately and cooperate with the Risk Management department.
Follow the progressive disciplinary process for at-fault claims and safety violations.
Promptly respond to workplace safety concerns.
Follow procedures for reporting on-the-job injuries and manage worker’s compensation cases.
Adhere to Towne Park employment and payroll policies and procedures.
Maintain relationships with present clients to obtain references and leads for new opportunities.
Keep leadership and sales teams advised of known changes to Ownership Groups/Management Companies or Brand changes.
Advise Leadership and Sales of any changes in position at the client location.
Monitor existing clients' business for construction, expansion, or changes that could lead to internal growth opportunities.