Associate Manager of Parking Operations - Westin Hotel Cleveland

Compensation

Annual base pay range: $50k - $55k. Actual compensation will be based on the candidate's job-related skills, experience, education or training, and location.

Employees may be eligible for annual incentive bonuses depending on their job classification and the policy guidelines.

• Medical, dental, and vision insurance
• Accident insurance
• Critical illness insurance
• Hospital indemnity insurance
• Telemedicine benefits
• Company‑paid basic life and AD&D insurance
• Short‑term and long‑term disability
• 401k retirement savings plan

Accrual: 0.0385 hours per hour worked up to a maximum of 80 hours per calendar year. Employees receive 6 paid holidays and up to 4 paid floating holidays per year. Eligibility requirements apply to some benefits and may depend on job classification and length of employment.

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.

• 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. (15%)
• 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. (20%)
• Actively engages 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. Onboards new associates through proper orientation and on‑the‑job training. Provides recognition, coaching, and performance appraisals, including disciplinary actions and discharges 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. Ensures the entire team is focused on exceeding expectations. (15%)
• Drives business metrics for forecasting, productivity, claims, customer service, and turnover. Ensures accurate revenue collection, shift reports, cash drops, and other revenue reports. Supervises reconciliation of revenue and tickets, and enforces controls for scheduling, overtime, tip reporting, and timekeeping. (15%)

Associate’s degree or equivalent preferred.

• Valid driver's license with a clean driving record

Minimum of one (1) year of related hospitality experience.

• Towne Park’s preventative safety and security procedures
• Towne Park’s safe driving policies and procedures
• Hot spot and accident reporting policies and procedures
• Towne Park’s equipment training, policies, and procedures for safe and efficient use
• Towne Park’s claim check, ticketing and key box training, policies, and procedures
• Principles and processes for providing exemplary customer service, including needs assessment and quality standards
• Customer confidentiality policies and HIPAA‑compliant procedures
• Business writing, basic accounting, and business metrics
• Knowledge of the client’s facility, including outlets, meeting rooms, amenities, and parking rates

• Ability to drive manual transmission
• Computer proficiency with MS Office (Excel, Word, Outlook) and point‑of‑sale applications
• Effective presentation skills in one‑on‑one and small group settings
• Strong written and verbal communication skills across all organizational levels
• Cultural sensitivity and diversity awareness
• Anal…