Associate Manager of Valet Operations - Cleveland Clinic Neurological Institute

Towne Park•Cleveland, OH

2d•$45,600 - $68,400

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 delivery of guest and patient services, hiring and training associates, directing work, evaluating performance, handling complaints, and supporting financial management and reporting. The position manages at least two associates and may perform valet parking, bell, and door services as needed. The Associate Manager independently makes day-to-day operational and financial decisions with minimal supervision, including hiring, discipline, and discharging associates when necessary. The role has control over available resources and is accountable for service quality, productivity, revenue controls, and client relationships. Most work takes place in a climate-controlled environment, with occasional exposure to inclement weather and varying temperatures. Travel of up to 10% may be required.

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 vehicle.
Computer proficiency and technical aptitude, including use of 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 organizational levels.
Ability to represent the company in varied settings with 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.
A track record of courtesy, urgency, and strong safety practices.
Ability to meet the physical demands of the position, including extended periods of sitting or standing, movement such as walking, running, and climbing stairs, and lifting up to 50 pounds occasionally.

Responsibilities

Ensure exceptional and consistent guest service 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, as needed to meet quality and service levels.
Allocate labor resources efficiently, adjust staffing when business conditions require, align Towne Park standards with client standards, and review guest satisfaction results with employees.
Participate actively in recruiting and hiring, and respond proactively to associate feedback, satisfaction surveys, and exit interviews.
Establish guidelines with the Account Manager so employees understand expectations and parameters.
Orient and train new associates; recognize strong performance; provide development opportunities; and train, coach, evaluate, discipline, or discharge direct reports as needed.
Build working relationships with client staff, maintain regular meetings and communication, follow through on commitments, and ensure the team focuses on client priorities.
Monitor and drive business metrics for forecasting, productivity, claims, customer service, and turnover.
Ensure associates accurately identify vehicles and collect revenue; complete shift reports and cash drops accurately; reconcile revenue and tickets at the end of each shift; and maintain controls for scheduling, overtime, tip reporting, and timekeeping.

Benefits

Medical, dental, and vision insurance.
Accident, critical illness, and hospital indemnity insurance.
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.