Associate Manager - JW Marriott DC

Towne Park•Washington, DC

6d•$50,400 - $75,600

About The Position

The Associate Manager ensures high levels of client, customer, and associate satisfaction at a designated Towne Park location. The role manages the delivery of guest or patient services and may perform valet parking, bell, and door services as needed. It also oversees hiring, training, performance management, work assignments, financial management, reporting, and customer complaints, and manages 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. The position includes authority to hire associates and to discipline or discharge associates when necessary. 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 to guests, clients, and associates in one-on-one and small-group settings.
Written and verbal communication skills to address all levels within the organization.
Ability to represent the company effectively 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 strong safety orientation.
Knowledge of Towne Park and site-specific safety and security procedures, safe driving policies, and hot-spot and accident reporting procedures.
Knowledge of equipment training and safe-use procedures, claim check, ticketing, and key box procedures.
Knowledge of customer service principles and processes, including needs assessment, service quality standards, and customer satisfaction evaluation.
Knowledge of customer confidentiality procedures established 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, nearby attractions, parking rates, and other pertinent information.

Nice To Haves

Associate’s degree or equivalent degree preferred.

Responsibilities

Ensure guest service is delivered exceptionally and consistently across shifts; set a positive example and empower associates to provide excellent customer service.
Perform guest or patient service duties, including valet parking, bell services, and door services, when needed to meet quality and service levels.
Allocate labor efficiently, adjust staffing to business conditions, integrate Towne Park and client service standards, and review guest feedback with employees.
Participate in recruiting and hiring, and respond proactively to associate feedback and suggestions.
Establish expectations and guidelines with the Account Manager; orient and train new associates; recognize and develop strong performers; coach and train associates who need improvement; and conduct performance appraisals, 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 related to forecasting, productivity, claims, customer service, and turnover.
Ensure accurate vehicle revenue identification and collection; oversee completion of shift reports, cash drops, and revenue reports; supervise end-of-shift revenue and ticket reconciliation; 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
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 paid floating holidays accrued per calendar year