Supervisor, Parking Operations

Central Florida Tourism Oversight District•Lake Buena Vista, FL

1d•Onsite

About The Position

The Supervisor, Parking Operations supports the Manager of Parking Operations in the overall performance and day-to-day operation of the department, including the operation of CFTOD’s parking garages and pedestrian bridges serving Disney Springs, as well as the maintenance and upkeep of these facilities. Parking Operations is 24 hours a day, 365 days a year including holidays. The Supervisor has direct responsibility for parking garage operations, provides day-to-day supervision and guidance to operational personnel and assumes responsibility for overall parking operations in the absence of the Manager of Parking Operations. This position also assists the administration and oversight of significant Parking Operations contracts, including elevator and escalator maintenance, parking operations support, custodial services, and other related services. The Supervisor helps ensure contractors meet CFTOD contractual requirements, service expectations, and performance standards. In the absence of the Manager of Parking Operations, the Supervisor serves as a primary operational liaison with Disney Springs Operations, Disney Security, the parking garage security contractor, the Orange County Sheriff's Office, emergency services, CFTOD Traffic Operations, and other CFTOD departments and partners. This includes coordinating event-related activities, addressing safety concerns, and responding to operational issues within and around the parking structures. Parking Operations is a highly visible, guest-facing CFTOD operation serving visitors to Disney Springs. Accordingly, this position requires a strong customer-service mindset and the ability to work effectively with a wide range of personalities while remaining calm, professional, and solutions-oriented in stressful or high-pressure situations.

Requirements

High school diploma or equivalent.
Minimum of three years of experience in a customer-service environment, including guest-facing customer service or hospitality management.
MOT certification must be obtained within 90 days of employment.
Comfortable working outdoors in varying weather conditions including heat, cold, rain and wind.
Regular and dependable attendance is required.
Demonstrates strong work habits, attention to detail, and commitment to producing accurate, high-quality results.
Possesses basic computer skills and the ability to learn and effectively use workplace technology and software.
Strong customer-service orientation and the ability to build effective working relationships with individuals of diverse backgrounds and personalities while remaining calm and professional in stressful, guest-facing situations.
Experience walking large properties, grounds, parking areas, steps, queues, event spaces or uneven terrain while remaining visible and responsive to guests.
Must possess a valid Florida State Driver's license and maintain eligibility under the District's commercial vehicle program.
While engaging in the duties of this position the Employee performs lifting and/or carrying of up to 50 lbs.
Employee sits occasionally and stands and walks frequently on varied surfaces.
Employee occasionally bends/stoops/crouches, pushes/pulls, climbs/balances, kneels and crawls.
Employee uses their hand(s)/arm(s) to reach in any direction and seize, grasp, hold and turn object using hand(s).
Employee uses fingers, versus whole hand, to pick, pinch and feel objects.
Employee sees, talk and hear as they communicate with others in person, electronically, by phone or radio.
Employee will operate motor vehicle(s) that involve the use of hand/foot controls.

Nice To Haves

Demonstrated ability to balance guest experience with maintenance, cleanliness, safety, security and building compliance standards.
Strong service recovery and de-escalation skills, comfortable handling guest complaints and urgent facility issues calmly.
At least one year of supervisory experience in a customer-service discipline.
Bilingual communication skills in English and Spanish.
Experience working in a high-volume, multi-level parking garage environment.
Experience overseeing, managing, or coordinating with outside vendors and contractors.

Responsibilities

Direct and oversee parking personnel and contractors and that all employees and contractors comply with CFTOD policies, procedures, safety requirements, and contractual service standards.
Assist with the administration and oversight of Parking Operations contracts, including elevator and escalator maintenance, outside parking operations support, custodial services, and other related agreements.
Monitor service delivery to ensure work is completed as scheduled and in accordance with contractual requirements.
Coordinate with team members to ensure parking structure maintenance is completed as scheduled and that mechanical and operational systems—including elevators, escalators, lighting, HVAC, emergency management systems (EMS), and the Parking Guidance System (PGS)—remain operational.
Identify and report plumbing, janitorial, structural, or other facility-related issues.
Ensure required safety equipment is available, properly maintained, and located in designated areas.
Monitor and adjust traffic flow within the parking structures as conditions warrant, including during special events or unusual circumstances, coordinating with CFTOD Traffic Operations as needed.
Respond promptly to emergencies, safety concerns, and guest issues; provide assistance within the scope of the position and request appropriate emergency or operational responders when necessary.
Coordinate and communicate with Disney Springs Operations, Disney Security, the parking garage security contractor, the Orange County Sheriff's Office, and other operational partners.
Recommend appropriate action, including trespass or other applicable reports or charges, when circumstances warrant.
Train and coach staff and contractors to deliver consistent, professional guest service.
Ensure personnel provide directions, monitor and respond to call boxes, assist guests in locating vehicles, arrange key or mechanical assistance, and provide other courtesy services as appropriate.
Serve as the first responder to elevator entrapments, when required, until Emergency Services personnel arrive.
Demonstrate sound judgment and the ability to work effectively with a wide variety of personalities while maintaining a calm, patient, professional, and solutions-oriented approach in stressful, guest-facing situations.
Attend required training and maintain current CFTOD certifications and training requirements.
Complete reports, records, and other documentation accurately and in accordance with established procedures.
Work full-time on seniority-based shifts that may change annually and may include first, second, and third shifts.
Must be available to participate in on-call rotations and work holidays as required.
Participate in meetings, work groups, and coordination activities to integrate operations, communicate issues, obtain necessary approvals, resolve problems, and remain current on developments, requirements, and policies.
Perform other related duties as assigned.