Associate Manager of Valet Operations - Gaylord Opryland Nashville

Towne Park•Nashville, TN

3d•Onsite

About The Position

The Associate Manager is responsible for ensuring high levels of client, guest, and associate satisfaction at a designated Towne Park location. Key responsibilities include managing the delivery of guest/patient services; hiring, training, evaluating and discharging associates; planning, assigning, and directing work; appraising performance; financial management and reporting; addressing customer complaints; and managing a minimum of two associates. The Associate Manager will set a positive example for guest relations and empower associates to provide excellent customer service. They may perform guest/patient service duties including valet parking, bell services, and door services, as needed. The role involves efficiently allocating labor resources, understanding client service standards, and integrating Towne Park’s standards to meet business demands. The Associate Manager will review comment cards and guest satisfaction results, be actively engaged in recruitment and hiring, and respond proactively to associate feedback. They will assist in establishing guidelines, ensure proper orientation and on-the-job training for new associates, recognize great performance, and provide coaching and feedback for improvement. Conducting regular performance appraisals, including disciplinary actions and discharging when necessary, is also a key function. The Associate Manager will develop cohesive working relationships with clients' staff, maintain regular communication, and ensure the team is focused on exceeding expectations. They will understand and drive business metrics for forecasting, productivity, claims, customer service, and turnover, ensuring accurate revenue collection and reporting. Controls for scheduling, overtime, tip reporting, and timekeeping must be in place.

Requirements

Valid driver’s license and clean driving record
Associate’s degree or equivalent degree preferred
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 potential hot spot and accident reporting policies and procedures as set forth by Towne Park
Knowledge of Towne Park’s equipment training, policies and procedures for use in a safe and efficient manner
Knowledge of Towne Park’s claim check, ticketing and key box training, policies and procedures
Knowledge of Towne Park’s principles and processes for providing exemplary customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
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
Knowledge of the client’s facility, including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information.
Must be able to drive manual transmission
Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications
Must be able to effectively present information in one-on-one and small group situations to guests, clients and associates.
Written and verbal communication skills to effectively address all levels within the organization
Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures
Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications
Ability to compose professional internal and external business communications including reports, memos, letters, and e-mails
Ability to maintain accuracy and composure while under pressure to effectively handle guest/patient complaints and difficult situations.
A proven track record of being courteous, having a sense of urgency, and maintaining a high level of safety

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 to achieve quality and service levels.
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 complement them to meet business demands and productivity goals.
Reviews comment cards and guest satisfaction results with employees.
Is actively engaged in the recruitment and hiring processes to ensure the best people are selected for the location.
Responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews.
Assists Account Manager in establishing guidelines so employees understand expectations and parameters.
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.
Recognizes where the team and individual performers need to improve and properly trains and coaches.
Conducts regular performance appraisals, and provides feedback and coaching for all direct reports to include disciplinary and discharging when necessary.
Develops cohesive working relationships with the clients’ staff members.
Maintains regular meeting rhythms and communication channels with the client and follows through on commitments.
Knows when to be present at the site and maintains a high level of visibility.
Understands what objectives are important to the client and ensures the entire team is focused on exceeding expectations.
Understands and drives business metrics for forecasting, productivity, claims, customer service, and turnover.
Ensures all associates accurately identify and collect revenue for all vehicles.
Ensures that shift reports, cash drops and other revenue reports are completed with detail and accuracy.
Supervises the reconciliation of revenue and tickets at the end of every shift.
Ensures that controls are in place for scheduling, overtime, tip reporting, and timekeeping.