Associate Manager - W Hotel & Element Philadelphia

Towne Park • Philadelphia, PA

19d

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 delivery of guest and patient services, associate hiring and development, work assignment and performance management, financial management and reporting, customer complaints, and management of at least two associates. The Associate Manager works independently with minimal supervision and makes day-to-day operational and financial decisions for the site. The position may involve guest-service duties such as valet parking, bell services, 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.

Requirements

• Associate’s degree or equivalent degree.
• 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 settings 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 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 policies.
• Knowledge of equipment training and safe-use 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 set forth by Towne Park and/or HIPAA.
• Knowledge of business writing, basic accounting, and business metrics.
• Knowledge of the client facility, including outlets, meeting rooms, amenities, area attractions, parking rates, and other pertinent information.

Responsibilities

• Ensure guest service is delivered exceptionally and consistently across all shifts, set a positive example in guest relations, and empower associates to provide excellent service.
• Allocate labor resources efficiently, adjust staffing when business conditions require, align service standards with client expectations, and review guest feedback with employees.
• Participate actively in recruiting and hiring, and respond to associate feedback and suggestions.
• Establish expectations with the Account Manager; orient and train new associates; recognize strong performance; coach and train associates; conduct performance appraisals; and provide feedback, discipline, or discharge associates when necessary.
• Develop working relationships with client staff, maintain regular meetings and communication, follow through on commitments, remain visible at the site, and keep the team focused on client objectives.
• Monitor and drive business metrics related to forecasting, productivity, claims, customer service, and turnover.
• Ensure accurate identification and collection of revenue for vehicles; complete shift, cash-drop, and other revenue reports accurately; supervise reconciliation of revenue and tickets at each shift’s end; and maintain controls for scheduling, overtime, tip reporting, and timekeeping.
• May perform valet parking, bell services, and door services as needed to meet quality and service levels.

Benefits

• Medical, dental, and vision insurance
• Accident, critical illness, hospital indemnity, and 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree