Team Lead - Civic Center Garage

Team Leader

The Team Leader is responsible for the general operations of a property that is less than a 24/7 operation with nine (9) or fewer GSAs while working alongside coworkers to ensure that the site's service standards are met or exceeded. Under the direction of the District Manager, or an assigned offsite Account Manager, the Team Leader has additional duties involving coordination and administration, as well as providing troubleshooting and/or guidance to the team.

The Team Leader may handle critical issues and may be required to make judgment calls when expediency is priority.

The total amount of time for all functions of the job - 100%

• Ensures that the guest/patient service experience is delivered consistently on all shifts. Regularly performs guest/patient service duties. 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. Maintains accuracy and composure while under pressure to effectively handle guest/patient complaints and difficult situations.
  
  Maintains a detailed knowledge of the client's facility, including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information.
  
  -15%
• Effectively participates in "The Show" and delivers "Aggressive Hospitality" to guest/patients. Addresses guest/patients using the appropriate greeting for the site. Opens all vehicle and hotel doors for guest/patients.
  
  -15%
• Checks in arriving guest/patients and explains vehicle parking and retrieval procedures. Runs at top speed to park and retrieve vehicles while driving slowly and cautiously. Uses proper phone etiquette. Posts up in appropriate areas when not assisting guest/patients or completing other tasks- 10%
• Conducts an effective room presentation when providing bell services for hotel guests. Assists with the delivery and pick up of items to guest/patient rooms. Assists guest/patients with directions, taxis, reservations and other inquiries. Appoints fellow associates to certain routine roles and assigns coworkers to non-ordinary roles as needed.
  
  - 10%
• Is engaged in the hiring processes to ensure the best people are selected for the location. Fosters an environment that retains talented associates. Proactively shares associate feedback and suggestions with the District Manager or assigned Account Manager. Sees that new associates get off to the right start through proper orientation and on-the-job training.
  
  - 10%
• 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. Provides feedback and coaching for all team members. Ensures that shift huddles happen on every shift. Practices positive discipline and provides accurate and timely performance documentation. Promotes a teamwork philosophy through leading by example and effective communication skills.
  
  - 15%
• Develops cohesive working relationships with the clients' staff members. Maintains regular meeting rhythms and communication channels with the client and follows through on commitments as directed by the District Manager or assigned Account Manager. 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.
  
  Capitalizes on opportunities to grow Towne Park's business by building client loyalty and creating clients who are promoters of the company.
  
  - 15%
• Ensures that controls are in place for scheduling, overtime, tip reporting, and timekeeping. Effectively utilizes standardized business systems as developed by Towne Park and ensures compliance with policies and procedures. Builds work schedules and makes calls to notify fellow associates of schedule changes or openings. Ensures District Manager or assigned Account Manager reviews and approvals all time prior to payroll closing.
  
  Identifies and collects revenue for all vehicles. Completes accurate cash drop slips and cash drop envelopes. Completes the shift report and other shift paperwork with detail and accuracy. Reconciles revenue and tickets at the end of every shift. Reports to the District Manager or assigned Account Manager methods for improving operating procedures and overall efficiency. Effectively communicates information to the work group.
  
  -10%

Education:

• Bachelor's degree from a four-year college or university

Required Licensure, Certification, etc.:

• A valid driver's license and clean driving record
• Must be at least 18 years of age and be able to pass a criminal background, MVR and drug screen

Work Experience:

• One to two (1-2) years of related experience and/or training; OR equivalent combination of education and/or experience

Knowledge:

• Knowledge of GSA procedures

Skills:

• Must be able…