Account Manager - Hotel Valet Services

Job Summary

The Account Manager directly oversees one Tier1 or2 Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives. They manage all aspects of the account, from business systems and financial metrics to human resources, service delivery, client relations, and safety.

• Financial and Business Systems Management
  • Understands and drives business metrics and performance measurements to ensure effectiveness, high performance, and compliance.
  • Improves the financial performance and profitability of the account.
  • Maximizes opportunities within the contractual agreement.
  • Moves metrics for forecasting, productivity, claims, customer service, and turnover positively.
  • Manages scheduling, overtime, tip reporting, and timekeeping for associates.
  • Ensures forecasts, payroll, and accounting reports are on time and accurate.
  • Utilizes standardized business systems and ensures compliance with policies and procedures.
• Human Resources
  • Engages in recruitment and hiring to select the best people for the location.
  • Retains talented associates and responds proactively to feedback, satisfaction surveys, and exit interviews.
  • Ensures new associates receive proper orientation and on‑job training.
  • Recognizes great performance and provides opportunities for development.
  • Identifies and develops future leaders through coaching and training.
  • Conducts regular performance appraisals and provides feedback.
  • Has effective associate meetings and shift huddles.
  • Practices positive discipline and documents performance accurately.
  • Delegates decision making and responsibilities effectively.
• Service Management
  • Delivers consistent guest/patient service experience on all shifts.
  • Allocates labor resources efficiently to support service delivery.
  • Forecasts and plans for seasonal variances with the Area/District Manager and Human Resources.
  • Uses Towne Park’s standards to complement client service metrics.
• Client Relations Management
  • Builds cohesive working relationships with the client’s staff.
  • Maintains regular meeting rhythms and communication channels.
  • Ensures the team remains focused on exceeding client expectations.
  • Capitalizes on opportunities to grow Towne Park’s business by building client loyalty.
• Systems and Standards
  • Understands and utilizes the systems provided by Towne Park.
  • Trains others or ensures they are trained to use the systems properly.
  • Maintains a clean, neat work environment.
  • Completes tasks in a timely manner as instructed.
  • Cooperates with management and coworkers to maintain services.
  • Treats clients and associates with courtesy, respect, and dignity.
  • Maintains strict confidentiality of associate and client information.
• Safety and Risk Management
  • Follows safety and security procedures and practices preventative safety.
  • Reports accidents and incidents promptly.
  • Operates equipment safely and reports high‑risk areas to the Area/District Manager.
  • Ensures associates are trained in safety and loss prevention procedures.
  • Cooperates with Risk Management to resolve claims and follows disciplinary processes.
  • Responds promptly to workplace safety concerns and reports on‑job injuries.
  • Adheres to Towne Park employment and payroll policies.
• Sales Responsibilities
  • Maintains relationships with present clients to obtain references and leads.
  • Keeps leadership and sales teams advised on ownership or brand changes.
  • Monitors client business for expansion opportunities and reports to the Area/District Manager.

• Effectively plans, sets priorities, and manages several complex projects simultaneously under pressure.
• Demonstrates a strong work ethic, drive, energy, and persistence to achieve goals.
• Maintains stability and professionalism when faced with changing, difficult situations.
• Proficient with MS Office (Excel, Word, Outlook) and various point‑of‑sale applications.
• Excellent written and verbal communication skills.
• Represents the company effectively in diverse settings and cultures.
• Reads, analyzes, and interprets general business policies, procedures, and training materials.
• Composes professional internal and external communications, including reports,…