Associate Manager of Valet Operations - Cleveland Clinic Neurological Institute

Towne Park•Cleveland, OH

17h

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 the delivery of guest and patient services; participates in hiring, training, evaluating, and discharging associates; plans, assigns, and directs work; appraises performance; manages financial reporting; addresses customer complaints; and manages at least two associates. The Associate Manager helps deliver consistent guest service, allocates labor, supports recruitment and associate development, and builds working relationships with client staff. The role also monitors business metrics and revenue controls, supervises shift reconciliations, and may perform guest or patient service duties—including valet parking, bell services, and door services—as needed. The position operates with minimal supervision and includes day-to-day operational and financial decision-making for the site or sites. 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. Physical demands include extended periods of sitting or standing and lifting up to 50 pounds occasionally.

Requirements

Associate’s degree or equivalent degree.
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), 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 of the organization.
Ability to represent the company effectively 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, hot spot and accident reporting procedures, and safe equipment use policies and procedures.
Knowledge of 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 established 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.

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 services, such as valet parking, bell services, and door services, as needed to meet service and quality levels.
Allocate labor resources efficiently, adjust staffing when business conditions require, and integrate Towne Park and client service standards to meet business and productivity goals.
Review guest comment cards and satisfaction results with employees.
Participate in recruitment and hiring, and respond proactively to associate feedback and suggestions.
Assist the Account Manager in establishing employee guidelines and expectations; provide orientation and on-the-job training for new associates.
Recognize strong performance and development opportunities; train and coach employees who need improvement.
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 ensure the team focuses on client objectives.
Drive business metrics related to forecasting, productivity, claims, customer service, and turnover.
Ensure associates identify and collect revenue accurately for vehicles; ensure shift reports, cash drops, and revenue reports are complete and accurate.
Supervise reconciliation of revenue and tickets at the end of each shift.
Maintain controls 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 insurance
Long-term disability insurance
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