Account Manager - Valet & Parking Operations - Cheyenne Regional Med Ctr

About this role

About Towne   Towne is an exceptional arrival through departure experience company. With its best-in-class parking and hospitality solutions and its fully integrated technology platform, we deliver seamless parking and mobility experiences in the places where people live, learn, work, play, rejuvenate, and recover. Towne’s 14,000 team members create smiles by delivering exceptional experiences for the millions of people we proudly serve each year. For nearly 40 years, Towne has been committed to providing the best experience, delivered by the best team, powered by innovative technology, enhancing lives and communities. For more information, visit  www.towne.com  and follow us on  LinkedIn . 

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Additional Compensation: Employees may be eligible to receive annual incentive bonuses depending on their job classification and the policy guidelines.  Benefits: Employees are eligible to enroll in medical, dental, and vision insurance, accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits. Employees are provided company-paid basic life and AD&D insurance as well as short-term and long-term disability. Employees are also able to enroll in the company’s 401k retirement savings plan.

Paid Time Off: Employees accrue 0.0385 hours of PTO per hour worked up to a maximum of 80 hours per calendar year. Employees receive 6 paid holidays throughout the calendar year and employees accrue up to a maximum of 4 paid floating holidays per calendar year.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

JOB SUMMARY

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives.

DUTIES AND RESPONSIBILITIES

Financial and Business Systems Management • Understands and drives business metrics and performance measurements to ensure effectiveness, high performance and compliance. • Demonstrates the ability to improve the financial performance and profitability of the account • Understands the contractual agreement and recognizes ways to maximize opportunities • Demonstrates the ability to positively move the metrics for forecasting, productivity, claims, customer service, and turnover • Manages scheduling, overtime for associates under his/her direct supervision, tip reporting, and timekeeping • Ensures that forecasts, payroll and accounting reports are on time and accurate • Effectively utilizes standardized business systems as developed by Towne Park and ensures compliance with policies and procedures

Human Resources • 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 • Identifies talent and helps develop future leaders for the organization • 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 • Delegates by allocating decision making and other responsibilities appropriately and effectively

Service Management • Ensures that the guest/patient service experience is delivered consistently on all shifts • Efficiently allocates labor resources to support service delivery • Works with the Area/District Manager and Human Resources to forecast and plan for seasonal variances in business to ensure proper staffing levels • Understands the client’s service standards and effectively integrates Towne Park’s standards to complement them • Is knowledgeable of the client’s service metrics/measurements and ensures Towne Park is helping to drive results

Client Relations Management • 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 creates a net promoter of Towne Park. 

Systems and Standards • Fully understands and utilizes the systems provided by Towne Park to control assets and expenditures • Trains others or sees that they are trained to properly use the systems provided • Maintains a clean, neat work environment

• Completes all tasks in a timely manner as instructed by the Area/District Manager • Cooperates with management and coworkers to ensure that services can be adequately maintained to meet the needs of internal and external customers • Treats clients and associates with courtesy, respect and dignity • Maintains strict confidentiality related to associate and client information

Safety and Risk Management • Understands and follows safety and security procedures • Practices preventative safety procedures as set forth by Towne Park • Reports all accidents and incidents to the Area/District Manager immediately • Uses only equipment trained to use and operates all equipment in

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