Associate Manager - Valet & Parking Services - UVA Medical Center

Towne Park•Charlottesville, VA

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 guest and patient service delivery, including valet parking, bell services, and door services as needed, and manages at least two associates. Responsibilities include hiring, training, evaluating, and, when necessary, disciplining or discharging associates; directing work; managing performance; supporting financial management and reporting; and addressing customer complaints. The Associate Manager works with the Account Manager and client staff to establish expectations, maintain communication, and meet service and productivity goals. The position allocates staffing resources, supports recruitment and associate development, monitors business and revenue metrics, and ensures accurate shift, cash, ticket, and timekeeping records. The role performs duties independently with minimal supervision and makes day-to-day operational and financial decisions for the site. The position is based at the UVA Medical Center. 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 annual base pay range is $60,000–$70,000; employees may also be eligible for annual incentive bonuses, subject to job classification and policy guidelines.

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 applications, 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, with 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.
Demonstrated courtesy, sense of urgency, and commitment to safety.
Knowledge of Towne Park and site-specific preventative safety and security procedures, safe driving policies, and hot spot and accident reporting procedures.
Knowledge of equipment training and safe-use policies and procedures, 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; 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 resources efficiently, adjusting staffing when business conditions require; integrate Towne Park and client service standards to meet business demands and productivity goals.
Review guest comment cards and satisfaction results with employees.
Participate in recruitment and hiring, and respond proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews.
Assist the Account Manager in establishing guidelines and expectations for employees; provide orientation, on-the-job training, recognition, coaching, and opportunities for development.
Conduct regular performance appraisals and provide feedback and coaching to direct reports, including discipline or discharge when necessary.
Develop working relationships with client staff, maintain regular meetings and communication, follow through on commitments, and keep the team focused on client objectives.
Drive business metrics related to forecasting, productivity, claims, customer service, and turnover.
Ensure associates identify and collect revenue for vehicles accurately; ensure shift reports, cash drops, and other revenue reports are complete and accurate; supervise reconciliation of revenue and tickets at the end of each shift.
Ensure controls are in place for scheduling, overtime, tip reporting, and timekeeping.
Maintain visibility at the site and determine when an on-site presence is needed.