Account Manager - Valet Operations - Intercontinental Hotel (Cleveland Clinic)

At Towne Park, it’s more than a job, you can make an impact. A career with us is rewarding in more ways than one. As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else’s day and make an impact.

When we see a customer, a client or one of our own team members smile, we know we made an impact. It’s why we do what we do. Towne Park is a place where you can make a difference and create smiles every day.

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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.

• Understand and drive business metrics and performance measurements to ensure effectiveness, high performance and compliance.
• Demonstrate the ability to improve the financial performance and profitability of the account.
• Understand the contractual agreement and recognize ways to maximize opportunities.
• Positively move the metrics for forecasting, productivity, claims, customer service, and turnover.
• Manage scheduling, overtime for associates under his/her direct supervision, tip reporting, and timekeeping.
• Ensure that forecasts, payroll and accounting reports are on time and accurate.
• Effectively utilize standardized business systems as developed by Towne Park and ensure compliance with policies and procedures.

• Actively engage in the recruitment and hiring processes to ensure the best people are selected for the location.
• Foster an environment that retains talented associates.
• Respond proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews.
• Ensure new associates get off to the right start through proper orientation and on‑the‑job training.
• Recognize great performance and provide opportunities for top performers to learn and grow.
• Identify where the team and individual performers need improvement and properly train and coach.
• Identify talent and help develop future leaders for the organization.
• Conduct regular performance appraisals and provide feedback and coaching for all direct reports.
• Hold effective associate meetings and ensure that shift huddles happen on every shift.
• Practice positive discipline and provide accurate and timely performance documentation.
• Delegate by allocating decision making and other responsibilities appropriately and effectively.

• Ensure that the guest/patient service experience is delivered consistently on all shifts.
• Efficiently allocate labor resources to support service delivery.
• Work with the Area/District Manager and Human Resources to forecast and plan for seasonal variances in business to ensure proper staffing levels.
• Understand the client’s service standards and effectively integrate Towne Park’s standards to complement them.
• Be knowledgeable of the client’s service metrics/measurements and ensure Towne Park is helping to drive results.

• Develop cohesive working relationships with the clients’ staff members.
• Maintain regular meeting rhythms and communication channels with the client and follow through on commitments.
• Know when to be present at the site and maintain a high level of visibility.
• Understand what objectives are important to the client and ensure the entire team is focused on exceeding expectations.
• Capitalize on opportunities to grow Towne Park’s business by building client loyalty and creating a net promoter of Towne Park.

• Fully understand and utilize the systems provided by Towne Park to control assets and expenditures.
• Train others or ensure they are trained to properly use…