Associate Manager - Valet & Parking Services - Cleveland Clinic ED

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.

• 15% – 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.
• 15% – May perform guest/patient service duties including valet parking, bell services, and door services as needed to achieve quality and service levels.
• 20% – Efficiently allocates labor resources to support service delivery and reduces staffing levels if business conditions dictate. Reviews comment cards and guest satisfaction results with employees.
• 15% – 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 the 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. Provides performance appraisals, feedback, coaching, disciplinary actions, and discharge when necessary.
• 20% – Develops cohesive working relationships with the client’s staff members. Maintains regular meeting rhythms and communication channels with the client and follows through on commitments.
• 15% – Understands and drives business metrics for forecasting, productivity, claims, customer service, and turnover. Ensures accurate revenue collection, reconciliation, and reporting. Ensures controls for scheduling, overtime, tip reporting, and timekeeping.

Education
:
Associate’s degree or equivalent preferred.

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

Work Experience
:
Minimum of one year of related experience in hospitality.

Knowledge
:
Towne Park’s preventive safety, security, and safe driving policies; knowledge of hot spot and accident reporting; knowledge of equipment training, claim check, ticketing, and key box procedures; knowledge of customer confidentiality and HIPAA policies; knowledge of business writing, basic accounting, and business metrics; knowledge of client facility specifics.

Skills
:
Manual transmission driving; computer proficiency with MS Office and point-of-sale applications; effective presentation skills; written and verbal communication; ability to represent the company in diverse settings; ability to interpret business policies; professionalism in internal and external communications; composure under pressure; courteous and safety‑focused.

Performs duties independently with minimal supervision. Makes day‑to‑day decisions impacting operational and financial performance. Handles hiring, discharging, and disciplining of associates.

Annual base pay range: $47,000 – $50,000. Eligible for annual incentive bonuses. Benefits include medical, dental, vision, accident, critical illness, hospital indemnity, telemedicine, company‑paid basic life, AD&D, short‑term and long‑term disability, and 401(k) retirement plan. Paid time off accrued at 0.0385 hours per hour worked up to 80 hours per year; 6 paid holidays and up to 4 paid floating holidays.

Regularly require talking or hearing, standing or sitting for extended periods, walking, running, handling objects up to 50 pounds, climbing stairs, and using hands and arms. Requires adequate vision and physical stamina. Work may involve exposure to inclement weather and varying temperatures. Up to 10% travel may be required.

Towne is an affirmative action, equal opportunity employer and encourages applications from all qualified individuals, including those with disabilities and veterans. We comply with applicable privacy laws and provide reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation, please contact our Human Resources Support Center at  or (844) 869‑6375.