Guest Service Manager - St. Augustine, FL

Guest Service Manager – St. Augustine, FL (American Parking & Services)

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• Reports directly to:
  City Manager or Area Manager
• Schedule:
  
  Full Time
• Status:
  Exempt

• Job Title:
  
  Senior Guest Service Manager
• Department:
  Valet Parking Operations
• Compensation:
  Starting $55,000 - $70,000 plus bonus opportunities

The Senior Guest Service Manager oversees valet operations across multiple locations or high-volume properties, ensuring exceptional service, operational efficiency, and strong team leadership. Manage staff, optimize workflows, maintain client relationships, and ensure compliance with company policies and safety regulations, serving as the main point of contact for property owners, hotel management, and executive leadership to deliver a seamless valet experience.

To lead and manage valet operations by delivering outstanding guest service, optimizing efficiency, and driving financial performance. The Senior Guest Service Manager focuses on staff development, operational excellence, and customer satisfaction, ensuring a safe, professional, and organized valet experience while continuously improving service quality and business growth.

Serve as the primary contact for each property, ensuring contractual obligations are met while fostering open communication, addressing concerns, and building trust with stakeholders to strengthen partnerships and identify opportunities for service improvements and business growth.

Manage scheduling, staffing, and quality assurance to ensure smooth daily operations at each location. Conduct regular site visits to identify and resolve issues, maintain equipment, improve processes, and uphold consistent customer service standards.

Monitor site-level revenue, payroll, and expenses to identify trends and irregularities, working with the Regional Director on cost control and accurate record-keeping to keep operations financially on track and within budget.

Recruit, train, and coach hourly associates, set clear performance expectations, and foster a positive work environment by modeling professionalism and enforcing company policies to support employee satisfaction and excellent customer service.

Provide regular updates to management through reports on progress, challenges, and account needs, while using personal devices as needed to coordinate promptly during emergencies or urgent situations.

Due to the geographic scope of the role, travel may be required, focusing on site visits to oversee performance, address challenges, and support new account launches. Ongoing communication is essential, providing consistent updates and performance insights into leadership. In some cases, the Manager may need to use a personal cell phone to manage operational matters effectively.

Actively involve staff in planning, decision-making, and process improvement while taking full responsibility for team performance. Maintain an open and accessible leadership style, providing regular feedback, supporting skill development, and encouraging professional growth. Seek and apply feedback from both internal and external customers, promote a culture of quality, and continuously work to enhance processes, services, and supervisory skills to drive team success.

Other tasks may be assigned as needed to support the company’s overall operational and financial objectives, with the expectation that the management remains flexible and responsive to evolving business needs. Attend required staff meetings and complete assigned training modules in a timely manner. Including but not limited to the ability to work flexible hours when needed, particularly during financial close periods and occasional travel for financial reviews, audits, or…