Senior Valet Account Manager - Nashville, TN

Parking Management Company•Nashville, TN

6d•Onsite

About The Position

The Senior Guest Service Manager oversees valet operations across multiple locations or high-volume properties, ensuring exceptional service, operational efficiency, and strong team leadership. This role involves managing staff, optimizing workflows, maintaining client relationships, and ensuring compliance with company policies and safety regulations. The Senior Guest Service Manager serves as the main point of contact for property owners, hotel management, and executive leadership to deliver a seamless valet experience. The primary objective is to lead and manage valet operations by delivering outstanding guest service, optimizing efficiency, and driving financial performance. The focus is on staff development, operational excellence, and customer satisfaction, ensuring a safe, professional, and organized valet experience while continuously improving service quality and business growth.

Requirements

A high school diploma or GED is required.
At least five years of supervisory experience in parking, hospitality, or a similar customer service field.
A valid driver’s license and reliable transportation are required for this role.
Maintaining an acceptable motor vehicle record with no more than three moving violations within a three-year period.
Candidates must also pass and maintain a clean background check.
Provide exceptional guest service through professional communication, active listening, and personalized assistance, creating a welcoming and memorable experience that aligns with company standards and fosters a positive environment for guests and team members.
Build strong relationships by understanding client needs, resolving issues promptly, and anticipating requirements. Coordinate across locations and adjust strategies to ensure client satisfaction and support long-term partnerships.
Analyze revenue and payroll, identify discrepancies, resolve operational inefficiencies, and develop solutions to improve performance and accuracy.
Provide hands-on coaching, build strong teams, and ensure consistent operations through knowledge of training methods, operational software, and leadership principles, fostering accountability, clear communication, and employee engagement across multiple sites.
Manage payroll with a focus on scheduling and overtime control, guiding managers to create efficient schedules that optimize labor costs and improve operational efficiency.
Employees may be required to use personal cell phones for work-related communication, including coordination with team members, managers, and clients, as well as accessing work applications.

Nice To Haves

Additional training or certifications in leadership or business management is beneficial.
No special certifications are necessary for this position.

Responsibilities

Serve as the primary contact for each property, ensuring contractual obligations are met while fostering open communication, addressing concerns, and building trust with stakeholders to strengthen partnerships and identify opportunities for service improvements and business growth.
Manage scheduling, staffing, and quality assurance to ensure smooth daily operations at each location. Conduct regular site visits to identify and resolve issues, maintain equipment, improve processes, and uphold consistent customer service standards.
Monitor site-level revenue, payroll, and expenses to identify trends and irregularities, working with the Regional Director on cost control and accurate record-keeping to keep operations financially on track and within budget.
Recruit, train, and coach hourly associates, set clear performance expectations, and foster a positive work environment by modeling professionalism and enforcing company policies to support employee satisfaction and excellent customer service.
Provide regular updates to management through reports on progress, challenges, and account needs, while using personal devices as needed to coordinate promptly during emergencies or urgent situations.
Actively involve staff in planning, decision-making, and process improvement while taking full responsibility for team performance. Maintain an open and accessible leadership style, providing regular feedback, supporting skill development, and encouraging professional growth. Seek and apply feedback from both internal and external customers, promote a culture of quality, and continuously work to enhance processes, services, and supervisory skills to drive team success.
Other tasks may be assigned as needed to support the company’s overall operational and financial objectives, with the expectation that the management remains flexible and responsive to evolving business needs. Attend required staff meetings and complete assigned training modules in a timely manner. Including but not limited to the ability to work flexible hours when needed and occasional travel may be required.