Account Manager - Parking and Bell Services - Gaylord Texan

At Towne Park, it’s more than a job; you can make an impact. As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. You will have an opportunity to impact the millions of patients, visitors and guests we proudly serve.

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.
• Improve the financial performance and profitability of the account.
• Understand the contractual agreement and recognize ways to maximize opportunities.
• Positively move metrics for forecasting, productivity, claims, customer service, and turnover.
• Manage scheduling, overtime for associates under direct supervision, tip reporting, and timekeeping.
• Ensure forecasts, payroll and accounting reports are on time and accurate.
• Utilize standardized business systems and ensure compliance with Towne Park policies and procedures.

• Engage in recruitment and hiring processes to select best people 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 proper orientation and on‑the‑job training.
• Recognize great performance and provide growth opportunities for top performers.
• Identify where individuals need improvement, provide training and coaching.
• Develop future leaders through talent identification.
• Conduct regular performance appraisals and provide feedback and coaching for all direct reports.
• Hold effective associate meetings and ensure shift huddles occur on every shift.
• Practice positive discipline and provide accurate and timely performance documentation.
• Delegate decision‑making and other responsibilities appropriately and effectively.

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

• Develop cohesive working relationships with client staff members.
• Maintain regular meeting rhythms and communication channels with the client and follow through on commitments.
• Be present at the site and maintain a high level of visibility.
• Focus the team on exceeding client objectives and expectations.
• Capitalise on opportunities to grow Towne Park’s business by building client loyalty.

• Fully understand and utilize systems provided by Towne Park to control assets and expenditures.
• Train others or ensure proper training on the systems.
• Maintain a clean, neat work environment.
• Complete all tasks in a timely manner as instructed by the Area/District Manager.
• Cooperate with management and coworkers to maintain adequate services for internal and external customers.
• Treat clients and associates with courtesy, respect, and dignity.
• Maintain strict confidentiality related to associate and client information.

• Understand and follow safety and security procedures; practice preventative safety procedures as set forth by Towne Park.
• Report accidents and incidents to the Area/District Manager immediately.
• Use only equipment trained to use and operate all equipment safely.
• Report high‑risk areas and safety concerns to the Area/District Manager.
• Ensure associates are adequately trained in safety and loss‑prevention procedures.
• Report claims timely and accurately; cooperate with Risk Management to resolve claims.
• Follow the progressive disciplinary process for at‑fault claims and safety violations.
• Respond promptly to workplace safety concerns.
• Follow procedures for reporting on‑job injuries and…