Associate Manager - Valet & Parking Services - UVA Medical Center

Towne Park•Charlottesville, VA

6d•$60,000 - $70,000

About The Position

The Associate Manager is responsible for ensuring high levels of client, customer, and associate satisfaction at the designated Towne Park location at UVA Medical Center. The role manages guest and patient service delivery, including valet parking, bell services, and door services as needed, and may involve performing those duties directly. The Associate Manager manages at least two associates and participates in hiring, training, evaluating, disciplining, and discharging team members; planning, assigning, and directing work; and appraising performance. The position supports the Account Manager in setting employee expectations, coordinates labor and service delivery, builds working relationships with the client’s staff, and ensures associates understand and meet service standards. It also oversees site financial and operating processes, including forecasting, productivity, claims, revenue collection, shift reporting, cash drops, reconciliation, scheduling, overtime, tip reporting, and timekeeping. The role makes day-to-day operational and financial decisions with minimal supervision and may hire or discharge associates. The role requires a valid driver’s license and clean driving record, the ability to drive a manual transmission, and at least one year of related hospitality experience. An associate’s degree or equivalent is preferred. 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. The annual base pay range is $60,000–$70,000; employees may also be eligible for annual incentive bonuses.

Requirements

At least one year of related hospitality experience.
Valid driver’s license and clean driving record.
Ability to drive a manual transmission.
Knowledge of Towne Park and site-specific safety and security procedures, safe driving policies, accident and hot-spot reporting, equipment use, claim checks, ticketing, and key box procedures.
Knowledge of customer service principles and processes, including customer needs assessment, service quality standards, and customer satisfaction evaluation.
Knowledge of customer confidentiality policies and procedures, including those set forth by Towne Park and/or HIPPA.
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 pertinent information.
Computer proficiency and technical aptitude, including the 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 settings to guests, clients, and associates.
Written and verbal communication skills to address all organizational levels effectively.
Ability to represent the company in varied settings and demonstrate 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 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.
Ability to work with the physical demands described, including extended periods sitting or standing, and occasional running, walking, climbing, bending, kneeling, crouching, or crawling, and lifting as specified.

Nice To Haves

Associate’s degree or equivalent degree preferred.

Responsibilities

Ensure guest and patient service is delivered exceptionally and consistently across all shifts, setting a positive example and empowering 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 efficiently, adjust staffing when business conditions require, and integrate client service standards with Towne Park standards to meet business and productivity goals.
Review guest comment cards and satisfaction results with employees.
Participate actively in recruiting and hiring to select the best people for the location.
Respond proactively to associate feedback and suggestions, including satisfaction survey results and exit interviews.
Assist the Account Manager in establishing employee guidelines and expectations; ensure new associates receive orientation and on-the-job training.
Recognize strong performance and provide development opportunities; identify performance improvement needs and train and coach associates.
Conduct regular performance appraisals and provide feedback and coaching to direct reports, including discipline or discharge when necessary.
Develop cohesive working relationships with client staff, maintain regular meetings and communication, follow through on commitments, and stay visible at the site.
Understand client objectives and ensure the team is focused on exceeding expectations.
Monitor business metrics, including 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 complete and accurate.
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 and exercise authority over hiring, discipline, and discharge of associates as necessary.

Benefits

Medical, dental, and vision insurance
Accident insurance
Critical illness insurance
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