Hotel Manager - Asst Manager

Parking Management Company•Cleveland, OH

21d

About The Position

Position SummaryThe Assistant Account Manager supports daily operations by ensuring high-quality guest service, assisting with staff hiring, training, and performance management, and overseeing revenue, payroll, and claims. This role also works shifts as needed, ensuring safe and efficient vehicle handling and maintaining strong relationships with both account management and associates. Primary ObjectiveTo support the successful operation of an assigned valet account by ensuring exceptional guest service, assisting with staff management and development, and maintaining operational efficiency through oversight of service delivery, financial performance, and safety standards. Duties and Responsibilities Guest Service LeadershipProvide hands-on guest service training to all associates, ensuring team members consistently meet or exceed PMC’s guest service standards. Monitor daily interactions to uphold a premium customer experience, fostering a welcoming environment that reflects the highest levels of hospitality. Operational OversightSupervise and coordinate all valet operations, ensuring safe and efficient vehicle parking and retrieval, as well as proper key handling and storage procedures. Take proactive steps to reduce guest claims (such as vehicle damage) and associate injuries through continuous monitoring and training on safety protocols. Human Resources SupportLead and support key HR functions, including interviewing, hiring, onboarding, training, and performance management of associates. Ensure all team members are properly certified, follow company policies, and receive ongoing coaching and development to promote a high-performing team. Service Standards, Appearance and DisciplineEnsure all associates consistently uphold PMC’s service standards, maintain a professional, uniformed appearance, and deliver a high-quality guest experience. Support accountability through the administration of progressive discipline, following company policy to address performance or policy violations with fairness, consistency, and proper documentation, under the guidance of the Account Manager. Client and Communication ManagementMaintain clear and consistent communication with both associates and client contacts. Anticipate client needs, address operational concerns, and resolve customer service issues proactively and efficiently, ensuring client satisfaction and contract retention. Payroll and Reporting OversightConduct weekly audits of associate timecards, including review of clock punches, claimed tips, minimum wage adjustments, and vehicle counts. Follow up on discrepancies with associates and submit accurate reports by established deadlines to maintain payroll accuracy. Revenue Management SupportAssist with account revenue management by ensuring all shifts follow PMC’s Revenue SOPs, including the setup and maintenance of proper reporting processes to monitor and safeguard financial performance. Team Development and Workplace CultureIdentify and develop high-potential associates by providing ongoing skills training and leadership development to support internal promotions, using PMC’s resources and tools to build a strong, high-performing team. Foster a positive, team-oriented culture that encourages open communication, collaboration, and mutual respect, while reinforcing PMC’s commitment to hospitality and service excellence. 24/7 Operational SupportServe as a key contact for urgent operational issues, remaining available for on-call problem-solving to always support the account, ensuring uninterrupted service and immediate response to critical needs. Company InitiativesOversee the successful execution of company initiatives and processes, ensuring consistency, compliance, and alignment with PMC’s strategic goals across all assigned locations. Supervisory ResponsibilitiesActively involve staff in planning, decision-making, and process improvement while taking full responsibility for team performance. Maintain an open and accessible leadership style, providing regular feedback, supporting skill development, and encouraging professional growth. Seek and apply feedback from both internal and external customers, promote a culture of quality, and continuously work to enhance processes, services, and supervisory skills to drive team success. Additional ResponsibilitiesOther tasks may be assigned as needed to support the company’s overall operational and financial objectives, with the expectation that the management remains flexible and responsive to evolving business needs. Attend required staff meetings and complete assigned training modules in a timely manner. Including but not limited to the ability to work flexible hours when needed, particularly during financial close periods and occasional travel for financial reviews, audits, or corporate meetings. May be required.

Requirements

High school diploma or general education degree (GED)
1 year minimum previous supervisory and related customer service/hospitality experience is preferred
A valid driver’s license and reliable transportation are required for this role, along with maintaining an acceptable motor vehicle record with no more than three moving violations within a three-year period.
Candidates must also pass and maintain a clean background check.
Deliver exceptional guest service by maintaining a professional and courteous demeanor, actively listening, and anticipating guest needs to provide personalized assistance and thoughtful recommendations.
Foster a welcoming and memorable experience through clear, professional communication, ensuring all guest interactions align with company standards and create a positive, hospitable environment for both guests and team members.
Must be able to analyze complex revenue and payroll data, identify and correct discrepancies, investigate the root causes of operational inefficiencies, and develop effective solutions to improve overall performance and accuracy.
Requirements may include extended periods of sitting, standing, walking, and the ability to lift moderate weights when necessary.
Specific vision abilities—close, distance, peripheral, depth perception, and focus adjustments—may be required to ensure on-site awareness and safety.
Employees may be required to use personal cell phones for work-related communication, including coordination with team members, managers, and clients, as well as accessing work applications.

Nice To Haves

management or leadership related training/certifications/business is preferred.

Responsibilities

Provide hands-on guest service training to all associates, ensuring team members consistently meet or exceed PMC’s guest service standards.
Monitor daily interactions to uphold a premium customer experience, fostering a welcoming environment that reflects the highest levels of hospitality.
Supervise and coordinate all valet operations, ensuring safe and efficient vehicle parking and retrieval, as well as proper key handling and storage procedures.
Take proactive steps to reduce guest claims (such as vehicle damage) and associate injuries through continuous monitoring and training on safety protocols.
Lead and support key HR functions, including interviewing, hiring, onboarding, training, and performance management of associates.
Ensure all team members are properly certified, follow company policies, and receive ongoing coaching and development to promote a high-performing team.
Ensure all associates consistently uphold PMC’s service standards, maintain a professional, uniformed appearance, and deliver a high-quality guest experience.
Support accountability through the administration of progressive discipline, following company policy to address performance or policy violations with fairness, consistency, and proper documentation, under the guidance of the Account Manager.
Maintain clear and consistent communication with both associates and client contacts.
Anticipate client needs, address operational concerns, and resolve customer service issues proactively and efficiently, ensuring client satisfaction and contract retention.
Conduct weekly audits of associate timecards, including review of clock punches, claimed tips, minimum wage adjustments, and vehicle counts.
Follow up on discrepancies with associates and submit accurate reports by established deadlines to maintain payroll accuracy.
Assist with account revenue management by ensuring all shifts follow PMC’s Revenue SOPs, including the setup and maintenance of proper reporting processes to monitor and safeguard financial performance.
Identify and develop high-potential associates by providing ongoing skills training and leadership development to support internal promotions, using PMC’s resources and tools to build a strong, high-performing team.
Foster a positive, team-oriented culture that encourages open communication, collaboration, and mutual respect, while reinforcing PMC’s commitment to hospitality and service excellence.
Serve as a key contact for urgent operational issues, remaining available for on-call problem-solving to always support the account, ensuring uninterrupted service and immediate response to critical needs.
Oversee the successful execution of company initiatives and processes, ensuring consistency, compliance, and alignment with PMC’s strategic goals across all assigned locations.
Actively involve staff in planning, decision-making, and process improvement while taking full responsibility for team performance.
Maintain an open and accessible leadership style, providing regular feedback, supporting skill development, and encouraging professional growth.
Seek and apply feedback from both internal and external customers, promote a culture of quality, and continuously work to enhance processes, services, and supervisory skills to drive team success.
Other tasks may be assigned as needed to support the company’s overall operational and financial objectives, with the expectation that the management remains flexible and responsive to evolving business needs.
Attend required staff meetings and complete assigned training modules in a timely manner.
Including but not limited to the ability to work flexible hours when needed, particularly during financial close periods and occasional travel for financial reviews, audits, or corporate meetings. May be required.