Associate Manager - The Rittenhouse

Towne Park • Philadelphia, PA

2d

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 and patient service delivery, associate hiring and development, work planning and performance management, financial management and reporting, customer complaints, and a minimum of two associates. The Associate Manager works independently with minimal supervision and makes day-to-day operational and financial decisions for the site. This position may require performing valet parking, bell, and door services as needed, and 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 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.
• Written and verbal communication skills to address all organizational levels.
• Ability to represent the company effectively 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 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, urgency, and commitment to safety.
• Knowledge of company and site-specific safety and security procedures, safe-driving policies, incident and accident reporting, equipment use, claim checks, 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 facility, including outlets, meeting rooms, amenities, local attractions, parking rates, and other pertinent information.

Nice To Haves

• Associate's degree or equivalent degree.

Responsibilities

• Ensure guest service is delivered exceptionally and consistently across all shifts; model positive 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, and align Towne Park standards with client service standards and business demands.
• Review guest comment cards and satisfaction results with employees.
• Participate actively in recruitment and hiring, and respond proactively to associate feedback, satisfaction surveys, and exit interviews.
• Assist the Account Manager in establishing employee guidelines and expectations; orient and train new associates.
• Recognize strong performance, support development opportunities, and train and coach individuals and teams where improvement is needed.
• Conduct regular performance appraisals and provide feedback and coaching to direct reports, including discipline or discharge when necessary.
• Build effective working relationships with client staff, maintain regular meetings and communications, follow through on commitments, and remain visible at the site.
• Understand client objectives and focus the team on exceeding client expectations.
• 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 complete and accurate.
• Supervise reconciliation of revenue and tickets at the end of every shift.
• Maintain controls for scheduling, overtime, tip reporting, and timekeeping.

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: Manager
• Education Level: Associate degree