Shuttle Services Manager - Shuttle Operations - Westin LAX

Towne Park•Los Angeles, CA

19h•Onsite

About The Position

The Shuttle Services Manager is responsible for managing all functions associated with the transportation department for their assigned location(s). These include creating routes, hiring, training and supervising the transportation associates, proper maintenance of the equipment/vehicles and ensuring compliance of all transportation requirements and record keeping in accordance with federal, state and Towne Park policies. Responsibilities also include providing exceptional hospitality services to guests in an attentive, friendly and efficient manner. The Shuttle Services Manager ensures high levels of client, customer and associate satisfaction at the designated Towne Park location(s). The Shuttle Services Manager also participates in the review, selection, implementation and daily use of Shuttle Management Software.

Requirements

High school diploma or general education degree (GED)
CDL License with Passenger Endorsement preferred
Must complete the Wheelchair Safety Training course provided by Towne Park as applicable
One to three months related experience and/or training; or equivalent combination of education and experience
Must be able to drive manual transmission
Customer service experience preferred
At least three years of commercial driving experience or nine (9) years of driving experience as a licensed driver
Knowledge of Shuttle management
Must be able to understand 24 hour and military time systems
Clearly understand rates applicable to time passed
Must be able to read and write standard English language
Must be able to communicate via telephone or radio in English
Must be able to read and comprehend simple instructions, short correspondence and memos
Must be able to write simple correspondence
Must be able to effectively present information in one-on-one and small group situations to guests, clients and other employees of the organization
Must be able to read, understand and complete driver’s trip sheet/ vehicle log book and deadline forms, and read and understand interoffice communications, schedules, maps and other documents
Ability to perform addition, subtraction, multiplication, division and percentages, providing change and completing trip sheets; ability to perform these operations using units of American money and weight measurement, volume and distance

Nice To Haves

CDL License with Passenger Endorsement
Customer service experience
Knowledge of Shuttle management
Must be able to understand 24 hour and military time systems
Clearly understand rates applicable to time passed

Responsibilities

Ensures that the guest service experience is delivered consistently on all shifts.
Regularly performs guest/patient service duties including shuttle services.
Efficiently allocates labor resources to support service delivery and reduces staffing levels if business conditions dictate.
Understands the client’s service standards and effectively integrates Towne Park’s standards to complement them.
Maintains accuracy and composure while under pressure to effectively handle guest/patient complaints and difficult situations.
Maintains a detailed knowledge of the client’s facility, including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information.
Promotes a teamwork philosophy through leading by example and effective communication skills.
Partners with Transportation and Safety team to ensure compliance to all state and local DOT rules and regulations pertaining to Commercial Motor Vehicles and CDL requirements.
Utilizes Fleet management tools including but not limited to Element Fleet Management and Samsara Telematics to ensure proper and timely maintenance on all vehicles, ensure timely registration and proper licensing, route building and utilization, ensure safety protocols are being followed, and DOT compliance to Daily vehicle inspections.
Is actively engaged in the recruitment and hiring processes to ensure the best people are selected for the location.
Fosters an environment that retains talented associates.
Responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews.
Sees that new associates get off to the right start through proper orientation and on-the-job training.
Recognizes great performance and provides opportunities for top performers to learn and grow.
Recognizes where the team and individual performers need to improve and properly trains and coaches.
Conducts regular performance appraisals and provides feedback and coaching for all direct reports.
Holds effective associate meetings and ensures that shift huddles happen on every shift.
Practices positive discipline and provides accurate and timely performance documentation.
Develops cohesive working relationships with the clients’ staff members.
Maintains regular meeting rhythms and communication channels with the client and follows through on commitments.
Knows when to be present at the site and maintains a high level of visibility.
Understands what objectives are important to the client and ensures the entire team is focused on exceeding expectations.
Capitalizes on opportunities to grow Towne Park’s business by building client loyalty and creating clients who are promoters of the company.
Understands and drives business metrics for forecasting, productivity, claims, customer service, and turnover.
Ensures all associates accurately identify and collect revenue for all vehicles.
Ensures that shift reports, cash drops and other revenue reports are completed with detail and accuracy.
Supervises the reconciliation of revenue and tickets at the end of every shift.
Ensures that controls are in place for scheduling, overtime, tip reporting, and timekeeping.
Effectively utilizes standardized business systems as developed by Towne Park and ensures compliance with policies and procedures.