Associate Manager of Valet Operations - JW Marriot Desert Springs Resort & Spa

Towne Park • Palm Desert, CA

5d • $65,000 - $70,000

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 oversees guest service delivery and may perform valet parking, bell services, and door services as needed. It manages staffing and labor allocation, recruitment and hiring, associate orientation and training, performance evaluations, coaching, discipline, and discharge. The Associate Manager also maintains client relationships and communication, addresses customer complaints, and supports financial management and reporting, including revenue collection, shift reports, cash drops, reconciliation, and controls for scheduling, overtime, tip reporting, and timekeeping. The position manages a minimum of two associates and works independently with minimal supervision.

The role requires at least one year of related hospitality experience and a valid driver’s license with a clean driving record. An associate’s degree or equivalent is preferred. The position requires the ability to drive a manual transmission, computer proficiency with MS Office and other technology and point-of-sale applications, and effective written, verbal, and interpersonal communication skills.

The majority of work is performed in a climate-controlled environment, with occasional exposure to inclement weather and varying temperatures. Travel of up to 10% may be required. Physical demands include extended sitting or standing, and occasional running, walking, handling objects or tools, reaching, climbing stairs, balancing, stooping, kneeling, crouching, or crawling. Lifting demands include up to 50 pounds occasionally, up to 25 pounds frequently, and more than 10 pounds constantly.

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 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 situations 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 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 site-specific and Towne Park safety and security procedures, safe driving policies, hot spot and accident reporting, and equipment use policies and procedures.
• Knowledge of claim check, ticketing, and key box policies and procedures.
• Knowledge of customer service principles and processes, including customer needs assessment, 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 facility, including outlets, meeting rooms, amenities, area attractions, parking rates, and other relevant information.

Nice To Haves

• Associate’s degree or equivalent degree.

Responsibilities

• Ensure guest service is delivered exceptionally and consistently across all shifts, set a positive example for guest relations, and empower associates to provide excellent customer service.
• Perform guest or patient service duties, including valet parking, bell services, and door services, when needed to achieve service and quality levels.
• Allocate labor resources efficiently, adjust staffing based on business conditions, and integrate client service standards with Towne Park standards to meet business demands and productivity goals.
• Review comment cards and guest satisfaction results with employees.
• Participate actively in recruitment and hiring, and respond proactively to associate feedback and suggestions.
• Establish guidelines with the Account Manager so employees understand expectations and parameters.
• Provide new associates with orientation and on-the-job training; recognize strong performance and provide development opportunities.
• Identify team and individual performance improvement needs, and train and coach associates.
• Conduct performance appraisals and provide feedback and coaching to direct reports, including discipline and discharge when necessary.
• Develop working relationships with client staff, maintain regular meetings and communication, follow through on commitments, and remain visible at the site.
• Understand client objectives and ensure the team focuses on exceeding expectations.
• Drive business metrics related to forecasting, productivity, claims, customer service, and turnover.
• Ensure associates accurately identify vehicles and collect revenue, and complete shift reports, cash drops, and other revenue reports accurately.
• 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, dental, and vision insurance.
• Accident, critical illness, hospital indemnity, and 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed