Associate Manager - Valet Services - Disney's Contemporary Resort & Disney's Grand Floridian

Associate Manager

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.

Essential Functions:

• 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 to achieve quality and service levels based on the working conditions and physical demands section of this job description.
  
  - 15%
• Efficiently allocates labor resources to support service delivery and reduces staffing levels if business conditions dictate. Understands the client's service standards and effectively integrates Towne Park's standards to complement them to meet business demands and productivity goals. Reviews comment cards and guest satisfaction results with employees.
  
  - 20%
• Is actively engaged 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. Sees that 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. Conducts regular performance appraisals, and provides feedback and coaching for all direct reports to include disciplinary and discharging when necessary.
  
  - 20%
• 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.
  
  - 15%
• Understands and drives business metrics for forecasting, productivity, claims, customer service, and turnover. Ensures all associates accurately identify and collect revenue for all vehicles. Ensures that shift reports, cash drops and other revenue reports are completed with detail and accuracy. Supervises the reconciliation of revenue and tickets at the end of every shift. Ensures that controls are in place for scheduling, overtime, tip reporting, and timekeeping.
  
  - 15%

Qualifications:

Education:

• Associate's degree or equivalent degree preferred

Required Licensure, Certification, etc.:

• Valid driver's license and clean driving record

Work Experience:

• A minimum of one (1) year of related experience in hospitality

Skills:

• Must be able to drive manual transmission
• Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications
• Must be able to effectively present information in one-on-one and small group situations to guests, clients and associates.
• Written and verbal communication skills to effectively address all levels within the organization
• Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures
• Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications
• Ability to compose professional internal and external business communications including reports, memos, letters, and e-mails
• Ability to maintain accuracy and composure while under pressure to effectively handle guest/patient complaints and difficult situations.
• A proven track record of being courteous, having a sense of urgency, and maintaining a high level of safety

Scope:

• Performs duties independently with minimal supervision. Make day-to-day decisions that impacts the operational and financial of the site(s); decisions may deviate from prescribed operating guidelines, policies and procedures. Mistakes/errors may result in work stoppage, loss of business, poor customer relations and/or damage to product, all of which can have negative financial implications for the organization.
• Includes the hiring of new or replacement associates, and discharging of associates not performing their job tasks properly and disciplining associates when necessary.

Budget Responsibility:

• The employee has control over resources available only.

Job Details Compensation:
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