Associate Manager of Parking Operations - The Westin Cleveland

Towne Park•Cleveland, OH

About The Position

The Associate Manager is responsible for ensuring high levels of client, customer, and associate satisfaction at a designated Towne Park location. The role manages guest and patient service delivery; hiring, training, evaluating, and discharging associates; planning and directing work; performance appraisal; financial management and reporting; customer complaints; and a minimum of two associates. The Associate Manager works independently with minimal supervision and makes day-to-day decisions affecting site operations and finances. The position delivers and supports guest services such as valet parking, bell services, and door services as needed. It allocates labor, recruits and develops associates, builds relationships with client staff, and monitors business metrics, revenue collection, cash handling, shift reporting, scheduling, overtime, tip reporting, and timekeeping. Work is primarily in a climate-controlled environment, with occasional exposure to inclement weather and varying temperatures. 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 use of MS Office (Excel, Word, and Outlook), technology, and point-of-sale applications.
Ability to present information effectively in one-on-one and small-group situations to guests, clients, and associates.
Strong 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 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 when handling guest or patient complaints and difficult situations.
Demonstrated courtesy, sense of urgency, and commitment to safety.
Knowledge of Towne Park and site-specific preventative safety and security procedures, safe driving policies, and hot-spot and accident reporting procedures.
Knowledge of equipment training and safe-use policies and 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 set forth by Towne Park and/or HIPPA.
Knowledge of business writing, basic accounting, and business metrics.
Knowledge of the client facility, including outlets, meeting rooms, amenities, area attractions, parking rates, and other pertinent information.
Ability to meet the physical demands of the position, including lifting requirements of up to 50 pounds occasionally, up to 25 pounds frequently, and more than 10 pounds constantly.

Nice To Haves

Associate’s degree or equivalent degree preferred.

Responsibilities

Ensure guest service is delivered exceptionally and consistently across all shifts; model positive guest relations 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 meet quality and service levels.
Allocate labor resources efficiently, adjusting staffing when business conditions require, and integrate Towne Park standards with client service standards and business demands.
Review guest comment cards and satisfaction results with employees.
Participate actively in recruiting and hiring; respond proactively to associate feedback, satisfaction surveys, and exit interviews.
Assist the Account Manager in setting employee guidelines and expectations; provide orientation and on-the-job training for new associates.
Recognize strong performance and development opportunities; train and coach associates, conduct performance appraisals, and provide feedback, discipline, or discharge when necessary.
Develop working relationships with client staff, maintain regular meetings and communications, follow through on commitments, and keep the team focused on client objectives.
Drive business metrics related to forecasting, productivity, claims, customer service, and turnover.
Ensure associates identify and collect revenue accurately for all vehicles; ensure shift reports, cash drops, and revenue reports are detailed 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.
Manage a minimum of two associates.

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, depending on job classification and policy guidelines