Associate Manager - Gaylord Texan Resort

About the position

At Towne Park, it’s more than a job, you can make an impact. A career with us is rewarding in more ways than one. As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else’s day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It’s why we do what we do. Towne Park is a place where you can make a difference and create smiles every day.

Responsibilities

• Ensures that the guest service experience is delivered exceptionally and consistently on all shifts.
• Sets a positive example for guest relations and empowers associates to provide excellent customer service.
• May perform guest/patient service duties including valet parking, bell services, and door services, as needed.
• Efficiently allocates labor resources to support service delivery and reduces staffing levels if business conditions dictate.
• Understands the client’s service standards and effectively integrates Towne Park’s standards to meet business demands.
• Reviews comment cards and guest satisfaction results with employees.
• Actively engaged in the recruitment and hiring processes to ensure the best people are selected.
• Responds proactively to associate feedback and suggestions.
• Assists Account Manager in establishing guidelines for employee expectations.
• Sees that new associates get off to the right start through proper orientation and on-the-job training.
• Recognizes great performance and provides opportunities for top performers to learn and grow.
• Conducts regular performance appraisals and provides feedback and coaching for all direct reports.
• Develops cohesive working relationships with the clients’ staff members.
• Maintains regular meeting rhythms and communication channels with the client.
• Understands and drives business metrics for forecasting, productivity, claims, customer service, and turnover.
• Ensures all associates accurately identify and collect revenue for all vehicles.
• Supervises the reconciliation of revenue and tickets at the end of every shift.

Requirements

• Associate’s degree or equivalent degree preferred.
• Valid driver’s license and clean driving record.
• A minimum of one (1) year of related experience in hospitality.
• Knowledge of Towne Park’s and site-specific preventative safety and security procedures.
• Knowledge of Towne Park’s safe driving policies and procedures.
• Knowledge of customer confidentiality policies and procedures as set forth by Towne Park and/or HIPPA.
• Knowledge of business writing, basic accounting and business metrics.
• Must be able to drive manual transmission.
• Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook).

Nice-to-haves

• Experience in a managerial role within the hospitality industry.
• Strong leadership and team-building skills.
• Ability to maintain accuracy and composure while under pressure.

Benefits

• Medical, dental, and vision insurance.
• Accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits.
• Company-paid basic life and AD&D insurance.
• Short-term and long-term disability.
• 401k retirement savings plan.
• Paid Time Off (PTO) accrual.
• 6 paid holidays and up to 4 paid floating holidays per calendar year.