Associate Manager - Valet & Parking Services - Mass General Hospital & Charles River Park

Job Details

Compensation:
The annual base pay range for this position is $65,000 to $70,000.

Additional Compensation:
Employees may be eligible to receive annual incentive bonuses depending on job classification and policy guidelines.

Benefits:
Employees are eligible to enroll in medical, dental, and vision insurance, accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits. Company‑paid basic life and AD&D insurance, short‑ and long‑term disability are also available. Employees may enroll in the 401(k) retirement savings plan.

Paid Time Off:
Employees accrue 0.0385 hours of PTO per hour worked up to a maximum of 80 hours per calendar year. Employees receive six paid holidays per year and up to four paid floating holidays per calendar year.

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 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 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%)

• Education:
  
  Associate's degree or equivalent degree preferred.
• Licensure, Certification:
  Valid driver's license and clean driving record.
• Experience:
  
  Minimum of one year of related experience in hospitality.
• Knowledge:
  • Towne Park's and site‑specific preventative safety and security procedures.
  • Towne Park's safe driving policies and procedures.
  • Potential hot spot and accident reporting policies and procedures as set forth…