Associate Manager - JW Marriott DC

Towne Park•Washington, DC

4d•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 oversees the delivery of guest or patient services and may perform valet parking, bell, and door services as needed. The Associate Manager manages at least two associates and participates in hiring, training, evaluating, disciplining, and discharging team members; assigning and directing work; performance management; financial management and reporting; and handling customer complaints. The position works closely with the Account Manager and client staff to establish clear expectations, maintain communication, and ensure the team meets service standards and business objectives. It also supports staffing and productivity decisions, recruitment, associate development, revenue collection and reconciliation, reporting, and operational controls. Duties are performed independently with minimal supervision, and may include day-to-day decisions affecting site operations and finances. Most work is performed in a climate-controlled environment, with occasional exposure to inclement weather and varying temperatures. Travel of up to 10% may be required. The role involves frequent sitting or standing for extended periods and may require walking, running, stair climbing, bending, kneeling, crouching, crawling, and lifting or moving objects.

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), 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.
Ability to represent the company in varied 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 complaints and difficult situations.
Track record of courtesy, urgency, and maintaining a high level of safety.
Knowledge of Towne Park and site-specific safety and security procedures, safe driving policies, hot spot and accident reporting, equipment use, and claim check, 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's facility, including outlets, meeting rooms, amenities, local 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 all shifts, and model positive guest relations.
Perform guest or patient services, including valet parking, bell services, and door services, as needed to meet service levels.
Allocate labor efficiently, adjust staffing when business conditions require, and align Towne Park standards with client service standards and business demands.
Review guest comment cards and satisfaction results with employees.
Participate in recruitment and hiring, and respond proactively to associate feedback and suggestions.
Help establish employee guidelines and expectations; ensure new associates receive orientation and on-the-job training.
Recognize strong performance and development opportunities, and train and coach teams and individual associates where improvement is needed.
Conduct performance appraisals and provide feedback and coaching to direct reports, 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 meeting and exceeding expectations.
Drive and monitor business metrics related to 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 detailed and accurate.
Supervise reconciliation of revenue and tickets at the end of each shift.
Ensure controls are maintained for scheduling, overtime, tip reporting, and timekeeping.
Make day-to-day operational and financial decisions for the site, and hire, discipline, or discharge associates as appropriate.

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
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
Employees may be eligible for annual incentive bonuses, depending on job classification and policy guidelines