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

Towne Park•Dallas, TX

8d•$50,000 - $55,000

About The Position

The Associate Manager of Operations & Parking Services supports parking and hospitality operations at Baylor University Medical Center. The role ensures consistently excellent guest service, allocates labor to meet business demands, and helps recruit, orient, train, coach, and evaluate associates. It assists the Account Manager in setting employee expectations and has authority to make day-to-day operational and financial decisions, including hiring, discipline, and discharge. The Associate Manager builds working relationships with client staff, maintains regular communication, and keeps the team focused on client objectives. The position monitors business metrics including forecasting, productivity, claims, customer service, and turnover, while overseeing accurate revenue collection, reporting, end-of-shift reconciliation, scheduling, overtime, tip reporting, and timekeeping. It may also perform valet parking, bell, and door service duties as needed. The majority of work takes place in a climate-controlled environment, with occasional exposure to inclement weather and varying temperatures. Travel of up to 10% may be required. The annual base pay range is $50,000–$55,000, with possible annual incentive bonuses. Employees may enroll in insurance and retirement benefits and accrue paid time off and holidays.

Requirements

At least one year of related hospitality experience.
Valid driver's license and clean driving record.
Ability to drive a manual transmission.
Knowledge of site-specific and company safety and security procedures, safe driving policies, hot spot and accident reporting, equipment use, claim checks, 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, including those set forth by Towne Park and/or HIPAA.
Knowledge of business writing, basic accounting, and business metrics.
Knowledge of the client's facility, including outlets, meeting rooms, amenities, local attractions, parking rates, and other pertinent information.
Computer proficiency and technical aptitude, including ability to use 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 to guests, clients, and associates.
Written and verbal communication skills to address all levels within the organization.
Ability to represent the company in varied settings and demonstrate understanding and appreciation of 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 while handling guest or patient complaints and difficult situations.
Demonstrated courtesy, sense of urgency, and commitment to safety.

Nice To Haves

Associate's degree or equivalent degree preferred.

Responsibilities

Ensure guest service is delivered exceptionally and consistently across all shifts; set a positive example and empower associates to provide excellent customer service.
Perform guest or patient service duties, including valet parking, bell services, and door services, as needed to achieve service and quality levels.
Allocate labor efficiently to support service delivery and adjust staffing when business conditions require.
Review comment cards and guest satisfaction results with employees.
Participate in recruitment and hiring, and respond proactively to associate feedback, satisfaction surveys, and exit interviews.
Assist the Account Manager in establishing employee guidelines and expectations.
Ensure new associates receive orientation and on-the-job training; recognize strong performance and provide opportunities for development.
Identify performance-improvement needs, train and coach employees, conduct performance appraisals, and provide feedback and discipline, including discharge when necessary.
Develop working relationships with client staff, maintain regular meetings and communication, and follow through on commitments.
Maintain visibility at the site and align the team with the client's objectives and expectations.
Drive and understand business metrics for forecasting, productivity, claims, customer service, and turnover.
Ensure associates accurately identify vehicles and collect revenue; ensure shift reports, cash drops, and other revenue reports are accurate and detailed.
Supervise end-of-shift reconciliation of revenue and tickets.
Ensure controls are in place for scheduling, overtime, tip reporting, and timekeeping.

Benefits

Medical, dental, and vision insurance
Accident insurance
Critical illness insurance
Hospital indemnity insurance
Telemedicine benefits
Company-paid basic life and AD&D insurance
Short-term and long-term disability
401(k) retirement savings plan
Annual incentive bonuses may be available depending on job classification and policy guidelines
Accrued paid time off, up to 80 hours per calendar year
Six paid holidays per calendar year
Accrued floating holidays, up to four per calendar year