Associate Manager of Operations & Parking Services - Baylor University Medical Center

Towne Park•Dallas, TX

About The Position

The Associate Manager of Operations & Parking Services supports operations at Baylor University Medical Center, ensuring consistent, exceptional guest service and effective delivery of parking and related services. The role may include performing valet parking, bell, and door services when needed. The associate manager helps allocate labor, meet client and company service standards, recruit and hire associates, and support employee orientation, training, coaching, recognition, and performance management. The position also develops working relationships with client staff and communicates regularly to align the team with client objectives. The role drives operational and financial performance by monitoring business metrics, revenue collection and reconciliation, shift reports, cash drops, scheduling, overtime, tip reporting, and timekeeping. It operates independently with minimal supervision and makes day-to-day decisions affecting site operations and finances, including hiring, discipline, and discharge of associates. The position requires a valid driver’s license and clean driving record, the ability to drive a manual transmission, and proficiency with MS Office and relevant technology and point-of-sale applications. Travel of up to 10% may be required.

Requirements

At least one year of related hospitality experience.
Valid driver’s license and clean driving record.
Ability to drive a manual transmission.
Computer proficiency and technical aptitude, including MS Office (Excel, Word, and Outlook) and technology and point-of-sale applications.
Ability to present information effectively in one-on-one and small-group settings with guests, clients, and associates.
Written and verbal communication skills to address all organizational levels effectively.
Ability to represent the company in varied settings and demonstrate 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.
Ability to maintain accuracy and composure under pressure and handle guest or patient complaints and difficult situations effectively.
Demonstrated courtesy, sense of urgency, and commitment to safety.
Knowledge of company and site-specific safety and security procedures, safe driving policies, hot spot and accident reporting procedures, equipment training and safe-use procedures, and claim check, ticketing, and key box procedures.
Knowledge of customer service principles and processes, including assessing customer needs, meeting service quality standards, and evaluating customer satisfaction.
Knowledge of customer confidentiality policies and procedures established by Towne Park and/or HIPAA.
Knowledge of business writing, basic accounting, and business metrics.
Knowledge of the client facility, including outlets, meeting rooms, amenities, nearby attractions, parking rates, and other relevant information.

Nice To Haves

Associate’s degree or equivalent degree preferred.

Responsibilities

Ensure guest service is delivered exceptionally and consistently across shifts; model positive guest relations and empower associates to provide excellent service.
Perform guest or patient service duties, including valet parking, bell services, and door services, when needed to meet service levels.
Allocate labor resources efficiently, adjust staffing to business conditions, and align Towne Park standards with the client’s service standards and business needs.
Review guest comment cards and satisfaction results with employees.
Participate actively in recruiting and hiring, and respond proactively to associate feedback and suggestions.
Help establish employee expectations and provide orientation and on-the-job training for new associates.
Recognize strong performance and support development; identify performance needs and provide training and coaching.
Conduct regular performance appraisals and provide feedback, coaching, discipline, and discharge of direct reports when necessary.
Develop working relationships with client staff, maintain regular meetings and communication, follow through on commitments, and keep the team focused on client objectives.
Drive and monitor forecasting, productivity, claims, customer service, and turnover metrics.
Ensure associates identify and collect revenue accurately for all vehicles, and that shift reports, cash drops, and other revenue reports are complete and accurate.
Supervise reconciliation of revenue and tickets at the end of every shift.
Ensure controls are in place for scheduling, overtime, tip reporting, and timekeeping.

Benefits

Medical insurance
Dental insurance
Vision insurance
Accident insurance
Critical illness insurance
Hospital indemnity insurance
Telemedicine benefits
Company-paid basic life and AD&D insurance
Short-term disability
Long-term disability
401(k) retirement savings plan
Paid time off accrued at 0.0385 hours per hour worked, up to 80 hours per calendar year
Six paid holidays per calendar year
Up to four accrued paid floating holidays per calendar year
Employees may be eligible for annual incentive bonuses, subject to job classification and policy guidelines.