Valet Account Manager - Bretton Woods, NH - Mt. Washington Hotel

Parking Management•Carroll, NH

2d•Onsite

About The Position

The Valet Account Manager oversees the daily operations of an assigned valet location, ensuring exceptional service for clients and guests. The role manages staff, maintains client relationships, oversees site-level revenue, payroll, and expenses, and performs valet duties when needed. The Account Manager leads valet operations by delivering outstanding guest service, optimizing efficiency, and driving financial performance, with a focus on staff development, operational excellence, customer satisfaction, safety, and continuous improvement. The position serves as the primary contact for assigned properties and manages scheduling, staffing, quality assurance, site visits, equipment, processes, and customer service standards. It monitors financial performance and works with the Regional Director on cost control and record-keeping. The role recruits, trains, and coaches hourly associates; sets performance expectations; and provides regular management updates and reports. The work includes indoor and outdoor settings, on-site and corporate environments, and duties in or around parking facilities. The role may require flexible hours, including during financial close periods, and occasional travel for financial reviews, audits, or corporate meetings. Employees may need to use a personal cell phone for work communication and applications; reimbursement follows company policy.

Requirements

High school diploma or GED.
At least three years of supervisory experience in parking, hospitality, or a similar customer service field.
Valid driver's license and reliable transportation.
Maintain an acceptable motor vehicle record, with no more than three moving violations within a three-year period.
Pass and maintain a clean background check.
Provide professional guest service, communicate effectively, listen actively, and offer personalized assistance.
Build client relationships, understand client needs, resolve issues promptly, and coordinate across locations.
Analyze revenue and payroll, identify discrepancies, resolve operational inefficiencies, and develop solutions.
Provide hands-on coaching and lead teams with accountability, clear communication, and employee engagement.
Manage payroll with a focus on scheduling and overtime control and efficient labor costs.
Provide clear operational and HR updates and communicate effectively with internal departments and external vendors.
Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.

Nice To Haves

Additional training or certifications in leadership or business management.

Responsibilities

Serve as the primary contact for assigned properties, meet contractual obligations, address concerns, build stakeholder trust, and identify service improvements and business growth opportunities.
Manage scheduling, staffing, and quality assurance to support smooth daily operations.
Conduct regular site visits to identify and resolve issues, maintain equipment, improve processes, and uphold customer service standards.
Monitor site-level revenue, payroll, and expenses; identify trends or irregularities; and work with the Regional Director on cost control and accurate record-keeping.
Recruit, train, and coach hourly associates, set performance expectations, model professionalism, and enforce company policies.
Provide regular updates and reports to management on progress, challenges, and account needs.
Use personal devices as needed to coordinate during emergencies or urgent situations.
Involve staff in planning, decision-making, and process improvement while taking responsibility for team performance.
Provide feedback, support skill development and professional growth, seek customer feedback, and continuously improve processes, services, and supervisory skills.
Attend required staff meetings and complete assigned training modules in a timely manner.
Work flexible hours when needed, particularly during financial close periods, and travel occasionally for financial reviews, audits, or corporate meetings as required.
Perform valet duties when needed and undertake other tasks assigned to support operational and financial objectives.