Associate Manager - Valet & Parking Services - Mass General Hospital

Towne Park•Boston, MA

21h

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 services, including valet parking and related services when needed, and manages at least two associates. Duties include hiring, training, evaluating, and, when necessary, disciplining or discharging associates; planning and directing work; managing performance; addressing customer complaints; and supporting the site's financial management and reporting. The Associate Manager works with the Account Manager and client staff to meet service standards, maintain effective communication, and achieve operational and productivity goals. The position manages labor allocation, recruitment, onboarding, coaching, performance appraisals, and employee feedback. It monitors business metrics such as forecasting, productivity, claims, customer service, and turnover, and oversees revenue collection, shift reports, cash drops, revenue reconciliation, scheduling, overtime, tip reporting, and timekeeping. The role performs independently with minimal supervision and makes day-to-day operational and financial decisions for the site. An associate's degree or equivalent is preferred, and at least one year of related hospitality experience is required. A valid driver's license with a clean driving record is required, as is the ability to drive a manual-transmission vehicle. The position requires computer proficiency, customer service and communication skills, and the ability to handle complaints and difficult situations calmly and accurately. The majority of work is in a climate-controlled environment, with occasional exposure to inclement weather and varying temperatures. Travel of up to 10% may be required. Physical demands include extended periods of sitting or standing and occasional running, walking, handling objects or controls, reaching, climbing stairs, balancing, stooping, kneeling, crouching, or crawling. The role may require lifting up to 50 pounds occasionally, up to 25 pounds frequently, and more than 10 pounds constantly.

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), technology, and point-of-sale applications.
Ability to present information effectively in one-on-one and small-group situations with guests, clients, and associates.
Written and verbal communication skills sufficient 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.
Demonstrated courtesy, sense of urgency, and commitment to safety.
Knowledge of Towne Park and site-specific safety and security procedures, safe-driving policies, hot-spot and accident reporting, and safe equipment use.
Knowledge of claim check, ticketing, and key box procedures.
Knowledge of customer service principles and processes, including needs assessment, service quality standards, and customer satisfaction evaluation.
Knowledge of customer confidentiality policies and procedures, including applicable HIPAA requirements.
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.

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, adjust staffing when business conditions require, and integrate Towne Park standards with client service standards.
Review guest comment cards and satisfaction results with employees.
Participate actively in recruitment and hiring, and respond proactively to associate feedback and suggestions.
Assist the Account Manager in establishing employee guidelines and expectations; provide orientation and on-the-job training to new associates.
Recognize strong performance, support development of top performers, and train and coach individuals and teams where improvement is needed.
Conduct regular performance appraisals and provide feedback and coaching, including discipline or discharge when necessary.
Develop working relationships with client staff, maintain regular meetings and communication, follow through on commitments, and ensure the team focuses on client objectives.
Drive 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 and detailed.
Supervise reconciliation of revenue and tickets at the end of each shift.
Ensure controls are in place for scheduling, overtime, tip reporting, and timekeeping.

Benefits

Medical, dental, and vision insurance.
Accident, critical illness, and 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.
Employees may be eligible for annual incentive bonuses depending on job classification and policy guidelines.