Valet Guest Service Manager - Annapolis, MD

Parking Management•Annapolis, MD

10d

About The Position

The Valet Account Manager oversees daily operations at an assigned hospitality property or parking location. The role leads a safe, efficient, guest-focused valet operation; builds client relationships; supervises and develops employees; manages schedules, staffing, labor expenses, and account-level financial performance; and ensures compliance with company policies, contractual requirements, and applicable laws. The manager serves as the primary operational contact for the property and may perform or assist with valet work when operationally necessary, including parking and retrieving vehicles. Responsibilities also include monitoring service quality, safety, traffic flow, equipment, and appearance standards; reviewing financial and operational reports; maintaining records and submitting reports; communicating with clients, employees, vendors, Human Resources, and management; and responding to operational issues. The position supervises assigned employees, including scheduling, training, coaching, performance management, policy enforcement, and daily operational direction. Local or other company-location travel may be required. The role works a flexible schedule based on account needs, which may include evenings, weekends, holidays, and extended hours. The position works indoors and outdoors in hotels, parking facilities, valet lanes, garages, and office areas. Exposure may include moving vehicles, traffic, noise, heat, cold, rain, humidity, and other weather conditions. Physical activities may include extended standing and walking, entering and exiting vehicles, bending, reaching, climbing stairs, and lifting, carrying, pushing, or pulling items up to 50 pounds. The position may require using a mobile phone for work-related communication and company applications; necessary and reasonable business expenses are reimbursed under company policy and applicable law. PMC intends to classify the position as exempt, subject to the applicable legal requirements. Benefits for eligible employees may include medical, dental, and vision insurance; a 401(k) plan; supplemental life and critical-illness insurance; bonus opportunities; paid vacation/PTO; paid training; leadership-development opportunities; tuition assistance through Bellevue University of up to $5,250 annually; and nationwide employee discounts through Perks at Work. Benefits depend on employment status, plan eligibility, and applicable plan terms.

Requirements

High school diploma or equivalent.
Valid driver's license.
Driving record meeting PMC standards for positions involving vehicle operation, with no more than three moving violations during the preceding three-year period.
Ability to travel between assigned work locations when required.
Ability to operate manual-transmission vehicles when required by the assigned property.
Strong leadership, coaching, and team-development skills.
Excellent guest-service and client-relationship skills.
Ability to prepare schedules and manage staffing and overtime.
Ability to review revenue, payroll, and expense information.
Strong organizational, analytical, and critical-thinking skills.
Effective verbal and written communication skills.
Ability to respond calmly and professionally to operational concerns.
Ability to use computers, mobile devices, scheduling systems, and operational software.
Ability to safeguard confidential employee, client, and company information.
Ability to prioritize responsibilities and exercise sound judgment in a challenging environment.
Ability to perform essential duties with or without reasonable accommodation.

Nice To Haves

At least three years of supervisory or management experience in parking, hospitality, transportation, retail, or another customer-service environment.
Experience managing schedules, payroll, labor expenses, or operating budgets.
Additional education or training in leadership, hospitality, or business management.

Responsibilities

Serve as the primary operational contact for the assigned property and build professional relationships with clients and property stakeholders.
Ensure contractual service requirements and performance standards are met; respond to client concerns and identify opportunities to improve service and account performance.
Oversee daily valet and parking operations, staffing, attendance, service quality, safety, traffic flow, equipment, and appearance standards.
Prepare schedules, maintain appropriate staffing levels, conduct inspections, address operational concerns, and implement corrective actions.
Perform or assist with valet duties when needed, including safely parking and retrieving vehicles.
Monitor revenue, payroll, overtime, operating expenses, and account-level financial information; review reports for accuracy and identify discrepancies.
Maintain accurate records, submit required reports on time, and follow cash-handling, timekeeping, payroll, and recordkeeping procedures.
Work with regional leadership to manage labor costs and operate within approved budgets.
Participate in recruiting, interviewing, selecting, onboarding, training, and developing employees.
Set performance expectations, coach and provide feedback, address performance and conduct concerns with Human Resources as appropriate, and support employee development.
Promote a respectful, inclusive, and professional work environment and ensure employees follow company policies, client requirements, and safety procedures.
Provide management updates about staffing, operations, financial performance, client needs, and emerging concerns.
Communicate with employees, clients, vendors, Human Resources, and other departments; respond to urgent matters; attend required meetings and complete training by deadlines.
Promote safe driving, vehicle handling, pedestrian safety, and traffic-control practices; promptly report injuries, vehicle incidents, property damage, and safety concerns and ensure incident documentation is completed.
Follow company policies and applicable federal, state, and local requirements.
Travel locally or to other company locations when required and work a flexible schedule that may include evenings, weekends, holidays, and extended hours.
Perform other job-related duties consistent with the position's responsibilities and business needs.
Supervise assigned employees, including scheduling, training, coaching, performance management, policy enforcement, and daily operational direction.

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k) plan
Supplemental life and critical-illness insurance
Bonus opportunities based on annual outlined goals and applicable bonus-plan terms; bonuses are not guaranteed.
Paid vacation/PTO
Paid training
Leadership-development opportunities
Tuition assistance through Bellevue University of up to $5,250 annually
Nationwide employee discounts through Perks at Work
Reimbursement for necessary and reasonable business expenses, including required personal mobile-phone business use, mileage, parking, tolls, and approved travel expenses, under company policy and applicable law
Company-issued equipment may be provided when applicable