Associate Manager - Valet & Parking Services - Mass General Hospital

Towne Park•Boston, MA

21h•$52,800 - $79,200

About The Position

The Associate Manager oversees guest/patient services and daily operations at a designated Towne Park location, ensuring high levels of client, customer, and associate satisfaction. The position manages the delivery of services such as valet parking, bell services, and door services; allocates labor; and may perform guest/patient service duties as needed. The Associate Manager hires, trains, evaluates, coaches, and, when necessary, disciplines or discharges associates, and manages at least two associates. The role works closely with the Account Manager and client staff to establish expectations, maintain effective communication, and ensure the team meets client objectives and service standards. It also monitors business metrics and manages financial and operational reporting, including revenue collection, shift reports, cash drops, ticket reconciliation, scheduling, overtime, tip reporting, and timekeeping. The Associate Manager performs duties independently with minimal supervision and makes day-to-day decisions affecting site operations and finances.

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 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.
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 with guests, clients, and associates.
Effective written and verbal communication skills for addressing all levels of the organization.
Ability to represent the company effectively in different settings and demonstrate understanding and appreciation of 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.
Demonstrated courtesy, sense of urgency, and commitment to safety.

Nice To Haves

Associate’s degree or equivalent degree.

Responsibilities

Ensure guest service is delivered exceptionally and consistently across all shifts, set a positive example in guest relations, and empower associates to provide excellent customer service.
Perform valet parking, bell, or door service duties as needed to meet quality and service levels.
Allocate labor resources efficiently to support service delivery and adjust staffing levels when business conditions require.
Integrate Towne Park service standards with the client’s standards and review guest satisfaction results and comment cards with employees.
Participate actively in recruitment and hiring, and respond proactively to associate feedback and suggestions.
Work with the Account Manager to establish guidelines and expectations for employees.
Orient and train new associates, recognize strong performance, and train and coach individuals and teams where improvement is needed.
Conduct performance appraisals and provide feedback and coaching, including discipline or discharge when necessary.
Build working relationships with client staff, maintain regular meetings and communication, follow through on commitments, and remain visible at the site.
Understand client objectives and focus the team on exceeding expectations.
Monitor and drive business metrics related to forecasting, productivity, claims, customer service, and turnover.
Ensure accurate revenue identification and collection for vehicles, complete revenue reports accurately, and supervise end-of-shift reconciliation of revenue and tickets.
Ensure controls are in place for scheduling, overtime, tip reporting, and timekeeping.

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 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
Potential annual incentive bonuses, depending on job classification and policy guidelines