Associate Manager - Valet & Parking Services, Maine Medical Center

About the Role

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.

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 to achieve quality and service levels.
• Efficiently allocates labor resources to support service delivery and reduces staffing levels if business conditions dictate.
• Understands the client’s service standards and integrates Towne Park’s standards to meet business demands and productivity goals.
• Reviews comment cards and guest satisfaction results with employees.
• 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.
• Assists Account Manager in establishing guidelines so employees understand expectations and parameters.
• Ensures new associates receive proper orientation and on‑job training.
• Recognizes great performance and provides opportunities for top performers to learn and grow.
• Provides performance appraisals, feedback and coaching for all direct reports, including disciplinary actions and discharging when necessary.
• Develops cohesive working relationships with the clients’ 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 client objectives.
• Drives business metrics for forecasting, productivity, claims, customer service, and turnover.
• Ensures all associates accurately identify and collect revenue for all vehicles.
• Completes shift reports, cash drops and revenue reports with detail and accuracy.
• Supervises reconciliation of revenue and tickets at the end of every shift.
• Ensures controls are in place for scheduling, overtime, tip reporting and timekeeping.

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.

Knowledge: Knowledge of Towne Park’s and site‑specific preventative safety and security procedures, safe driving policies, hot spot and accident reporting policies, equipment training, claim check and ticketing procedures, and principles for providing exemplary customer service, customer confidentiality policies, business writing, basic accounting, business metrics, and client facility information.

Skills: Manual transmission driving, computer proficiency with MS Office and point‑of‑sale applications, effective presentation skills, written and verbal communication, representation of the company in diverse settings, reading and interpreting policies and manuals, professional communication composition, handling guest/patient complaints under pressure, courteous behavior, sense of urgency and safety focus.

Performs…