Associate Manager - Omni Fort Lauderdale

Towne Park•Fort Lauderdale, FL

2d•$50,400 - $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 guest and patient service delivery; participates in hiring, training, evaluating, disciplining, 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 ensures consistent guest service, allocates labor to meet business needs, supports recruitment and associate engagement, and works with the Account Manager to set expectations and develop staff. The role builds effective relationships with client staff, maintains communication and visibility at the site, and focuses the team on client objectives. It also monitors business metrics, revenue collection and reconciliation, shift reports, scheduling, overtime, tip reporting, and timekeeping. The position works primarily in a climate-controlled environment, with occasional exposure to inclement weather and varying temperatures. Travel of up to 10% may be required. The work can involve extended periods of sitting or standing, walking, running, handling objects or controls, climbing stairs, and other physical activity. Lifting demands include exerting up to 50 pounds occasionally, up to 25 pounds frequently, and more than 10 pounds constantly.

Requirements

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 the ability to use Microsoft Excel, Word, and Outlook and various 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 a variety of 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.
Courteous manner, sense of urgency, and a strong commitment to safety.
Ability to meet the stated physical requirements, including talking or hearing regularly; sitting or standing for extended periods; and, as needed, running, walking, handling objects or controls, reaching, climbing stairs, balancing, stooping, kneeling, crouching, or crawling.
Ability to exert up to 50 pounds of force occasionally, up to 25 pounds frequently, and more than 10 pounds constantly to move objects.

Nice To Haves

Associate’s degree or equivalent degree preferred.
Knowledge of Towne Park and site-specific preventative safety and security procedures.
Knowledge of Towne Park safe-driving policies and procedures.
Knowledge of potential hot spot and accident reporting policies and procedures.
Knowledge of Towne Park equipment training and safe-use policies and procedures.
Knowledge of claim check, ticketing, and key box training and 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 set by Towne Park and/or HIPPA.
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 the guest service experience 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 it, and align client service standards with Towne Park 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, suggestions, satisfaction surveys, and exit interviews.
Work with the Account Manager to establish guidelines and expectations; ensure proper orientation and on-the-job training for new associates.
Recognize strong performance, support development opportunities, and coach and train associates where improvement is needed.
Conduct performance appraisals and provide feedback and coaching to direct reports, including discipline or discharge when necessary.
Develop working relationships with client staff, maintain regular meetings and communication, follow through on commitments, and remain visible at the site.
Understand client objectives and ensure the team is focused on exceeding expectations.
Monitor and drive business metrics related to forecasting, productivity, claims, customer service, and turnover.
Ensure associates accurately identify vehicles and collect revenue, and ensure shift reports, cash drops, and other revenue reports are completed accurately.
Supervise revenue and ticket reconciliation at the end of every shift.
Ensure controls are in place for scheduling, overtime, tip reporting, and timekeeping.
Make day-to-day operational and financial decisions for the site, and exercise hiring, disciplinary, and discharge authority as appropriate.

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
Paid time off accrual, up to 80 hours per calendar year
Six paid holidays per calendar year
Accrual of up to four paid floating holidays per calendar year
Employees may be eligible for annual incentive bonuses, subject to job classification and policy guidelines