Associate Manager - The Rittenhouse

Towne Park•Philadelphia, PA

3d•$48,000 - $72,000

About The Position

The Associate Manager ensures high levels of client, customer, and associate satisfaction at a designated Towne Park location. The role manages guest and patient service delivery, hiring and employment processes, associate training and performance, client relationships, and site financial and operational reporting. The Associate Manager manages a minimum of two associates and may perform valet parking, bell services, or door services as needed.

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 site-specific and Towne Park safety, security, safe driving, accident reporting, equipment-use, claim check, ticketing, and key box procedures.
Knowledge of customer service principles, including assessing customer needs, meeting service quality standards, and evaluating 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 pertinent information.
Computer proficiency and technical aptitude, including ability to use MS Office (Excel, Word, and Outlook), technology applications, 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 to address all levels within the organization.
Ability to represent the company 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 guest or patient complaints and difficult situations.
A track record of courteousness, urgency, and maintaining a high level of safety.
Ability to perform the described physical duties, including extended sitting or standing, movement such as walking or running, climbing stairs, and occasional lifting up to 50 pounds.
Ability to travel up to 10% as required.

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 for 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 efficiently, adjust staffing to business conditions, integrate site and Towne Park service standards, and review guest satisfaction results with employees.
Participate actively in recruiting and hiring, and respond proactively to associate feedback, satisfaction surveys, and exit interviews.
Assist the Account Manager in establishing employee expectations; orient and train new associates; recognize strong performance; coach and develop employees; conduct performance appraisals; and provide feedback, discipline, or discharge associates when necessary.
Develop and maintain working relationships and communication with client staff, follow through on commitments, maintain appropriate site visibility, and align the team with client objectives.
Manage 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 revenue reports are accurate; supervise shift-end revenue and ticket reconciliation; 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
Paid time off accrual of 0.0385 hours per hour worked, up to 80 hours per calendar year
Six paid holidays per calendar year
Accrual of up to four paid floating holidays per calendar year