Account Manager - Valet & Parking Services - Cleveland Clinic ED

JOB SUMMARY

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

• 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.

• 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.
• Ensures 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.

• 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.

• 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.

• Fully understands and utilizes the systems provided by Towne Park to control assets and expenditures.
• Trains others or ensures 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.

• 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 a safe manner.
• Reports all potential high risk areas and safety concerns to the Area/District Manager.
• Ensures all associates…