Dual Account Manager, Hospitality - Portland

Towne Park•Portland, OR

18d

About The Position

The Dual Account Manager oversees hospitality account operations and is responsible for financial performance, associate management, service delivery, client relationships, operational systems, safety and risk management, and identifying opportunities to grow the business. The role manages business metrics and account profitability, follows contractual requirements and company policies, and ensures accurate and timely forecasts, payroll, and accounting reports. It also coordinates staffing and labor resources to meet client service standards and seasonal business needs. The manager recruits, trains, coaches, and evaluates associates; develops future leaders; supports retention and performance; and ensures effective communication and shift huddles. The role maintains regular contact with clients, follows through on commitments, and keeps leadership and sales teams informed about changes and potential growth opportunities. The position also enforces safety, security, claims, and employment procedures, and may require travel of up to 10%.

Requirements

Ability to plan effectively, set priorities, and manage several complex projects simultaneously under deadline pressure.
Demonstrated work ethic, drive, energy, and persistence in achieving goals.
Ability to maintain stability, dependability, and professionalism in changing or difficult situations.
Computer proficiency and technical aptitude, including use of MS Office (Excel, Word, and Outlook), technology, and point-of-sale applications.
Written and verbal communication skills to address all levels of the organization effectively.
Ability to represent the company in a variety of 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 communications, including reports, memos, letters, and emails.
Minimum of two years of related experience and/or training, or an equivalent combination of education and experience.
Knowledge of general business practices, including accounting, human resources, and customer service.
Must be able to drive a manual transmission.
Must maintain a valid driver’s license and clean driving record.
Must be at least 18 years old for insurance purposes and able to pass a criminal background check, motor vehicle record check, and drug screen.
Must be able to meet the stated physical demands, including lifting, pushing, and pulling requirements.
Must be able to work extended hours, including evenings and weekends.

Nice To Haves

Associate’s degree preferred.

Responsibilities

Monitor business metrics and performance measurements to support account effectiveness, compliance, and profitability.
Understand contractual agreements and identify ways to maximize account opportunities.
Improve forecasting, productivity, claims, customer service, and turnover metrics.
Manage scheduling, overtime, tip reporting, and timekeeping for directly supervised associates.
Ensure forecasts, payroll, and accounting reports are accurate and submitted on time.
Use Towne Park business systems and ensure compliance with policies and procedures.
Participate in recruitment and hiring, support associate retention, and respond to associate feedback.
Ensure new associates receive orientation and on-the-job training; recognize strong performance and provide development opportunities.
Train and coach teams and individuals, identify future leaders, conduct performance appraisals, and provide feedback to direct reports.
Lead associate meetings, ensure shift huddles occur, apply positive discipline, and maintain timely performance documentation.
Delegate responsibilities and decision-making appropriately.
Ensure consistent guest and patient service across shifts and allocate labor resources effectively.
Work with the Area/District Manager and Human Resources to plan for seasonal business changes and staffing needs.
Understand client service standards and metrics and align Towne Park’s service delivery to support client results.
Build working relationships with client staff, maintain regular communication and meetings, and follow through on commitments.
Maintain appropriate site visibility and keep the team focused on client objectives and expectations.
Build client loyalty and identify opportunities to grow Towne Park’s business.
Use and oversee systems for controlling assets and expenditures, and ensure others are trained to use them.
Maintain a clean, neat work environment; complete assigned tasks promptly; and cooperate with management and coworkers.
Treat clients and associates with courtesy, respect, and dignity and maintain confidentiality of associate and client information.
Follow safety and security procedures, use only trained-for equipment safely, and report accidents, incidents, risks, and safety concerns promptly.
Ensure associates are trained in safety and loss prevention procedures and that claims are reported accurately and on time.
Cooperate with Risk Management to resolve claims and apply progressive discipline for at-fault claims and safety violations.
Follow workplace injury reporting procedures and work with Human Resources on workers’ compensation cases.
Follow employment and payroll policies and procedures to limit exposure to employment claims and litigation.
Maintain relationships with current clients to obtain references and leads for new opportunities.
Inform leadership and sales teams about changes to ownership groups, management companies, brands, or client contacts and their positions.
Monitor existing client businesses for construction, expansion, or other changes that may create internal growth opportunities, and report them to the Area/District Manager.
Travel up to 10% as required.

Benefits

Medical insurance
Dental insurance
Vision insurance
Accident insurance
Critical illness insurance
Hospital indemnity insurance
Telemedicine benefits
Company-paid basic life and AD&D insurance
Short-term disability insurance
Long-term disability insurance
401(k) retirement savings plan
Paid time off accrued up to 80 hours per calendar year
Six paid holidays per calendar year
Up to four accrued paid floating holidays per calendar year
Employees may be eligible for annual incentive bonuses, subject to job classification and policy guidelines.