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

Towne Park • Palm Desert, CA

4d

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 service delivery and associate performance, including hiring, training, evaluating, disciplining, and discharging associates; planning and directing work; managing financial reporting; addressing customer complaints; and managing at least two associates.

The Associate Manager helps deliver consistent guest service across shifts, allocates labor according to business needs, participates in recruitment, and trains and coaches associates. The role develops working relationships with client staff, maintains communication and visibility at the site, and works to meet client objectives. It also monitors business metrics and revenue controls, including shift reports, cash drops, ticket and revenue reconciliation, scheduling, overtime, tip reporting, and timekeeping.

The role requires at least one year of related hospitality experience, a valid driver’s license with a clean driving record, the ability to drive a manual transmission, and proficiency with MS Office and relevant technology and point-of-sale applications. The position may perform valet parking, bell, and door services as needed. 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 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.
• Effective written and verbal communication skills for addressing all levels of 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 while handling complaints and difficult situations.
• Courteous demeanor, sense of urgency, and strong commitment to safety.
• Knowledge of Towne Park and site-specific safety and security procedures, safe driving policies, hot spot and accident reporting, and safe equipment use.
• Knowledge of claim check, ticketing, and key box procedures.
• Knowledge of customer service principles, including assessing customer needs, meeting service quality standards, and evaluating satisfaction.
• Knowledge of customer confidentiality policies and procedures, including applicable HIPPA requirements.
• Knowledge of business writing, basic accounting, and business metrics.
• Knowledge of the client facility, including outlets, meeting rooms, amenities, local 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 all shifts; model strong guest relations and empower associates to provide excellent 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 and adjust staffing levels when business conditions require; align service standards and productivity with business demands.
• Review guest comment cards and satisfaction results with employees.
• Participate actively in recruiting and hiring, and respond to associate feedback and suggestions, including survey and exit interview feedback.
• Help establish employee expectations; orient and train new associates; recognize strong performance; and train, coach, and provide growth opportunities to associates.
• Conduct performance appraisals and provide feedback and coaching to direct reports, including discipline or discharge 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 business metrics related to 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; and supervise end-of-shift reconciliation of revenue and tickets.
• Ensure controls are in place for scheduling, overtime, tip reporting, and timekeeping.
• Make day-to-day operational and financial decisions for the site and exercise authority over hiring, discipline, and discharge of associates when necessary.

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 coverage.
• 401(k) retirement savings plan.
• 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.
• Employees may be eligible for annual incentive bonuses, depending on job classification and policy guidelines.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree