Associate Manager - Valet Services - Disney's Dolphin Hotel

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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SUMMARY

The Associate Manager is responsible for ensuring high levels of client, customer and associate satisfaction at a designated Towne Park location. Key responsibilities include managing the delivery of guest/patient services; hiring, training, evaluating and discharging associates; planning, assigning, and directing work; appraising performance; financial management and reporting; addressing customer complaints; and managing a minimum of two associates.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform all functions. Descriptive Statement(s) - % of Time Ensures that the guest service experience is delivered exceptionally and consistently on all shifts.  Sets a positive example for guest relations and empowers associates to provide excellent customer service. May perform guest/patient service duties including valet parking, bell services, and door services, as needed to achieve quality and service levels based on the working conditions and physical demands section of this job description. - 15%

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 to meet business demands and productivity goals.  Reviews comment cards and guest satisfaction results with employees. - 20%

Is actively engaged in the recruitment and hiring processes to ensure the best people are selected for the location. Responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews. - 15%

Assists Account Manager in establishing guidelines so employees understand expectations and parameters. 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 to include disciplinary and discharging when necessary. - 20%

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. - 15%

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. - 15%

The total amount of time for all functions of the job - 100%

QUALIFICATIONS

Education: • Associate’s degree or equivalent degree preferred

Required Licensure, Certification, etc.: • Valid driver’s license and clean driving record

Work Experience: • A minimum of one (1) year of related experience in hospitality

Knowledge: • Knowledge of Towne Park’s and site-specific preventative safety and security procedures • Knowledge of Towne Park’s safe driving policies and procedures • Knowledge of potential hot spot and accident reporting policies and procedures as set forth by Towne Park • Knowledge of Towne Park’s equipment training, policies and procedures for use in a safe and efficient manner • Knowledge of Towne Park’s claim check, ticketing and key box training, policies and procedures • Knowledge of Towne Park’s principles and processes for providing exemplary customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. • Knowledge of customer confidentiality policies and procedures as set forth by Towne Park and/or HIPPA • Knowledge of business writing, basic accounting and business metrics • Knowledge of the client’s facility, including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information.

Skills: • Must be able to drive manual transmission • Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications • Must be able to effectively present information in one-on-one and small group situations to guests, clients and associates. • Written and verbal communication skills to effectively address all levels within the organization • Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures • Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training mate

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