Associate Manager - Omni Fort Lauderdale

Towne Park•Fort Lauderdale, FL

22h•Onsite

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; hires, trains, evaluates, and disciplines or discharges associates; plans and directs work; manages performance; oversees financial management and reporting; addresses customer complaints; and manages at least two associates. The Associate Manager ensures consistent guest service, allocates labor to meet service and productivity needs, and supports recruitment, onboarding, training, coaching, and performance reviews. The role builds working relationships with client staff, maintains regular communication, and keeps the team focused on client priorities. It also monitors business metrics, revenue collection and reconciliation, shift reporting, scheduling, overtime, tip reporting, and timekeeping. The position performs duties independently with minimal supervision and may make day-to-day operational and financial decisions for the site. 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 role may include performing valet parking, bell, and door services as needed, subject to the job’s working conditions and physical demands.

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 the ability to use MS Office (Excel, Word, and Outlook), technology applications, 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 within the organization.
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 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.
Courteous manner, 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 procedures, equipment training and safe-use procedures, and claim check, 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 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 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 positive guest relations 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 quality and service levels.
Allocate labor resources efficiently, adjust staffing when business conditions require, and integrate Towne Park standards with client service standards to meet business and productivity demands.
Review comment cards and guest satisfaction results with employees.
Participate actively in recruitment and hiring, and respond proactively to associate feedback, suggestions, satisfaction surveys, and exit interviews.
Assist the Account Manager in establishing employee guidelines and expectations; orient and train new associates; recognize strong performance; and train and coach individuals and the team for improvement.
Conduct regular 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, remain visible at the site, and align the team with client objectives.
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; and supervise end-of-shift reconciliation of revenue and tickets.
Ensure controls are in place for scheduling, overtime, tip reporting, and timekeeping.
Manage at least 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
Long-term disability
401(k) retirement savings plan
Paid time off accrued at 0.0385 hours per hour worked, up to 80 hours per calendar year
Six paid holidays per calendar year
Up to four accrued paid floating holidays per calendar year
Employees may be eligible for annual incentive bonuses, depending on job classification and policy guidelines