Director of Operations - Valet & Parking Services - Kaleida Health System

Towne Park • Buffalo, NY

9d • $93,000 - $103,000

About The Position

At Towne Park, it’s more than a job, you can make an impact. A career with us is rewarding in more ways than one. As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else’s day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It’s why we do what we do. Towne Park is a place where you can make a difference and create smiles every day. Click here for important notices that may be applicable to you. For more information about our privacy policy, please click here. SUMMARY The Director of Operations has direct accountability for a specific site or sites within Towne Park and is responsible for the effective operational leadership of the site(s) to achieve financial, client and guest/customer satisfaction, client retention, employment practices and business development objectives. This position allocates and directs resources as needed to ensure business plans, corporate initiatives, and Towne Park cultural perspectives are incorporated in the site. ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform all functions. Descriptive Statement(s) - % of Time Leads team in the achievement of financial and operational targets through the establishment of a positive culture, clear expectations and policy & procedure implementation. Directs the activities and priorities of site operational leaders and support team members within the business unit to maximize productivity and profitability. Maintains knowledge of operational requirements and business reporting procedures affecting the business and ensures Towne Park policies, procedures, and reporting are in compliance throughout the business unit. - 25% Leads the preparation, presentation and subsequent achievement of site operating budget, marketing and sales plan, and capital budget. Partners with hotel leadership to actively manage key property issues including capital projects and customer service. Trains and coaches operational leaders and other assigned business unit support team members in all aspects of their responsibilities to properly run the business unit in compliance with contractual obligations, legal obligations and the policies of Towne Park. - 25% Understands and drives business metrics and performance measurements to ensure effectiveness, high performance and compliance within the business unit. Assesses work processes regularly to ensure functionality, effectiveness and efficiency. Works closely with business unit operational leaders and other assigned support team members to improve the performance of their respective disciplines. - 20% Ensures operational leaders and other assigned support team members understand and meet the expectations of clients, associates and Towne Park. Establishes and maintains current associate, client and potential client relationships. Collaborates with client leadership to identify and develop strategies for new business development opportunities. - 5% Presents and sells Towne Park services to potential and existing clients. Partners with sales managers to develop action plans and programs to identify and reach targeted prospects. Ensures follow up with leads and referrals resulting from sales activity. Networks and develops business relationships in the local community leading to sales lead generation. - 5% Initiates and nurtures client relationships leading to client satisfaction, retention and promotion. In conjunction with client, develop and implement strategies to ensure seamless service delivery while maximizing revenue and management costs. Prepares for and conducts quarterly client meetings with the appropriate decision-makers. Actively manages the site’s plan for achieving “client promoter” status. - 5% Meets regularly with operational leaders to determine progress in meeting the essential goals and objectives of staffing and retention within their departments. Meets regularly with site Talent Engagement Manager to analyze labor trends and staffing levels to accurately forecast and fulfill workforce-staffing needs. Partners with Talent Acquisition in the administration of the site’s recruitment initiatives. Participates in the recruitment and development of management talent to support growth and succession planning within the site and throughout the company. - 10% In conjunction with site Talent Acquisition, provides strategic and tactical direction and support to operations leaders and support staff to ensure training programs meet business objectives. Evaluates site training program effectiveness and makes adjustments as needed. Prepares associates for advancement by ensuring execution of management training and development programs. Identifies high potential employees and prepares them for additional responsibility. - 5% The total amount of time for all functions of the job - 100%

Requirements

• Bachelor’s degree from a four-year college or university
• A minimum of 8-10 years of operations management experience OR equivalent combination of education and/or experience
• Previous experience in a senior leadership role.
• Experience in managing budgets, revenue proposals and forecasting results.
• Demonstrated knowledge of budget planning and financial controls.
• Extensive knowledge in sales, employment practices and business development.
• Ability to exercise considerable judgment and discretion in dealing with matters of significance for the company.
• Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures.
• Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications.
• Ability to compose professional internal and external business communications including reports, proposals, memos, letters, and e-mails.
• Written and verbal communication skills to effectively address all levels of individuals.
• Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word, PowerPoint and Outlook) and various technology applications.
• Ability to effectively plan, set priorities, and manage complex projects simultaneously while working under pressure to meet deadlines and achieve business results.

Nice To Haves

• MBA or Master’s degree preferred

Responsibilities

• Leads team in the achievement of financial and operational targets through the establishment of a positive culture, clear expectations and policy & procedure implementation.
• Directs the activities and priorities of site operational leaders and support team members within the business unit to maximize productivity and profitability.
• Maintains knowledge of operational requirements and business reporting procedures affecting the business and ensures Towne Park policies, procedures, and reporting are in compliance throughout the business unit.
• Leads the preparation, presentation and subsequent achievement of site operating budget, marketing and sales plan, and capital budget.
• Partners with hotel leadership to actively manage key property issues including capital projects and customer service.
• Trains and coaches operational leaders and other assigned business unit support team members in all aspects of their responsibilities to properly run the business unit in compliance with contractual obligations, legal obligations and the policies of Towne Park.
• Understands and drives business metrics and performance measurements to ensure effectiveness, high performance and compliance within the business unit.
• Assesses work processes regularly to ensure functionality, effectiveness and efficiency.
• Works closely with business unit operational leaders and other assigned support team members to improve the performance of their respective disciplines.
• Ensures operational leaders and other assigned support team members understand and meet the expectations of clients, associates and Towne Park.
• Establishes and maintains current associate, client and potential client relationships.
• Collaborates with client leadership to identify and develop strategies for new business development opportunities.
• Presents and sells Towne Park services to potential and existing clients.
• Partners with sales managers to develop action plans and programs to identify and reach targeted prospects.
• Ensures follow up with leads and referrals resulting from sales activity.
• Networks and develops business relationships in the local community leading to sales lead generation.
• Initiates and nurtures client relationships leading to client satisfaction, retention and promotion.
• In conjunction with client, develop and implement strategies to ensure seamless service delivery while maximizing revenue and management costs.
• Prepares for and conducts quarterly client meetings with the appropriate decision-makers.
• Actively manages the site’s plan for achieving “client promoter” status.
• Meets regularly with operational leaders to determine progress in meeting the essential goals and objectives of staffing and retention within their departments.
• Meets regularly with site Talent Engagement Manager to analyze labor trends and staffing levels to accurately forecast and fulfill workforce-staffing needs.
• Partners with Talent Acquisition in the administration of the site’s recruitment initiatives.
• Participates in the recruitment and development of management talent to support growth and succession planning within the site and throughout the company.
• In conjunction with site Talent Acquisition, provides strategic and tactical direction and support to operations leaders and support staff to ensure training programs meet business objectives.
• Evaluates site training program effectiveness and makes adjustments as needed.
• Prepares associates for advancement by ensuring execution of management training and development programs.
• Identifies high potential employees and prepares them for additional responsibility.

Benefits

• Employees are eligible to enroll in medical, dental, and vision insurance, accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits.
• Employees are provided company-paid basic life and AD&D insurance as well as short-term and long-term disability.
• Employees are also able to enroll in the company’s 401k retirement savings plan.
• Employees accrue 0.0654 hours of PTO per hour worked up to a maximum of 136 hours per calendar year.
• Employees receive 6 paid holidays throughout the calendar year and employees accrue up to a maximum of 4 paid floating holidays per calendar year.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 501-1,000 employees