Associate Manager - Valet Services - Sofitel Philadelphia

Towne Park•Philadelphia, PA

4d•$48,000 - $72,000

About The Position

The Associate Manager oversees service delivery and operations at a designated Towne Park location, ensuring high levels of satisfaction among clients, customers, and associates. The role manages guest and patient services and supervises at least two associates. It includes recruitment, hiring, orientation, training, performance evaluation, coaching, discipline, and discharge; work planning and assignment; financial management and reporting; and resolution of customer complaints. The Associate Manager works independently with minimal supervision and makes day-to-day operational and financial decisions for the site, within the stated authority. The position may also perform valet parking, bell, and door services as needed. 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 has physical demands including extended periods sitting or standing, possible running and other movement, and lifting or moving objects with force up to the levels described in the posting.

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 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 situations 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 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 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, equipment training and safe-use procedures, and claim-check, ticketing, and key-box procedures.
Knowledge of customer-service principles and processes, including needs assessment, service quality standards, and evaluation of customer satisfaction.
Knowledge of customer confidentiality policies and procedures as set forth 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, 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; set a positive example and empower associates to provide excellent service.
Perform guest or patient services, 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, integrate client and Towne Park service standards, and review guest satisfaction results with employees.
Participate in recruitment and hiring, and respond proactively to associate feedback and suggestions.
Establish expectations and guidelines with the Account Manager; orient and train new associates; recognize strong performance; coach and train associates who need improvement; conduct performance appraisals; and provide feedback, discipline, and discharge associates when necessary.
Develop and maintain working relationships and regular communication with client staff, follow through on commitments, maintain visibility at the site, and align the team with client objectives.
Manage and monitor business metrics for forecasting, productivity, claims, customer service, and turnover.
Ensure revenue is accurately identified and collected for all vehicles; ensure shift reports, cash drops, and revenue reports are accurate; supervise reconciliation of revenue and tickets at the end of every shift; and maintain controls for scheduling, overtime, tip reporting, and timekeeping.

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
Annual incentive bonuses may be available depending on job classification and policy guidelines
Accrued paid time off, up to 80 hours per calendar year
Six paid holidays per calendar year
Accrued paid floating holidays, up to four per calendar year