Account Manager - Valet Operations - Winstar Casino

Job Summary

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for account performance related to 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.
• Demonstrate the ability to positively move the metrics for forecasting, productivity, claims, customer service, and turnover.
• Manage scheduling, overtime for associates under 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 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 to improve 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 appropriately and effectively by allocating decision making and other responsibilities.

• Ensure 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 focuses 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 the systems provided.
• 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 ensure that services can be adequately maintained to meet the needs of 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 all accidents and incidents to the Area/District Manager immediately.
• Use only equipment trained to use and operate all equipment in a safe manner.
• Report all potential high risk areas and safety concerns to the Area/District Manager.
• Ensure all associates have been adequately trained in safety and loss prevention procedures.
• En…