Position Summary: The primary purpose of this position is to ensure associates provide the highest level of service to the management and guests of the assigned account. This includes hiring, training and discipline/accountability of valets, establishing and maintaining relationships with associates/management of each account, managing revenue, payroll, and claims, as well as working shifts, including, but not limited to, proper key handling and safe/efficient parking and retrieval of vehicles, etc. This position is considered a senior manager position and is staffed the largest and most complex locations. This position oversees Guest Service Managers / Assistant Guest Services Managers staffed at the same location.

Essential Duties and Responsibilities:

• Work 40+ hours on site at account

• Create the weekly valet schedule for account/events

• Interview, hire, train, discipline, and terminate associates

• Ensure associates are compliant on all onboarding tasks, as well as properly trained/certified before working their first shift.

• Identify, coach and train associates for internal promotion

• Booking, scheduling, and billing private events (where applicable)

• Maintain a work friendly atmosphere and a team environment

• Maintain a strong level of communication with associates and clients

• Anticipate client needs and resolve customer issues proactively or in a timely manner

• Weekly review of associate punches, claimed tips, minimum wage, and car counts. Follow up with associates and correctly submit by established deadline.

• Management of revenue at for account(s), including setting up reporting capabilities for each shift

• Ensure associates maintain high levels of customer service, while having a uniformed, professional appearance, and following company procedures

• Serve as the department head for parking within the hotel

• Attend all necessary client meetings

• Being prepared for on-call problem solving 24/7

• Other duties as assigned by City or Area Manager

Competency/Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer/client situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.

Teamwork - Balances team and individual responsibilities; Leads/Contributes to building a positive team environment; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.

Leadership - Inspires and motivates others to perform well; Inspires respect and trust; Provides vision, inspiration, and support to associates; Gives appropriate recognition to others; Displays passion and optimism; Mobilizes others to meet standards and company goals.

Managing People Clearly communicates goals and is available to associates; Develops associates skills and encourages growth; Coaches and counsels associates for success; Improves processes and services; Continually works to improve supervisory skills.

Organizational Support - Follows policies and procedures; Completes administrative tasks accurately and meets deadlines; Supports organization's goals and values; Supports affirmative action and respects diversity.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work as necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

Ability to use Windows and Office products, assigned company related technology products. Ability to learn and train associates on new technology as it is acquired.

Certificates and Licenses:

Valid driver license and reliable transportation required. Must maintain an acceptable motor vehicle record (no more than 3 moving violations within a 3-year period). Must maintain a clean background check. Must be able to drive a manual/stick shift automobile. No special certifications required.

Education/Experience:

High school diploma or general education degree (GED); five (5) years minimum previous supervisory and related customer service/hospitality experience is preferred; management or leadership related training/certifications/business is preferred.

Supervisory Responsibilities:

Directly supervises up to 50 associates. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Work Environment:

The work environment characteristics described are representative of those an associate encounters while performing the essential functions of this job. While performing the duties of this job, associates are is regularly exposed to outdoor weather conditions; extreme cold and extreme heat. Associates are frequently exposed to wet or humid conditions. The work environment can be noisy and will be surrounded by moving vehicles driven by employees and the general public.

Physical Demands:

The physical demands described are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. Associates must be able to lift up to 50lbs as needed.

While performing the duties of this job, an associate is regularly required to stand for up to 8 hours at a time, and be physically able to run to and from vehicles and parking areas multiple times during a shift. The ability to quickly get in and out of many different types and sizes of vehicles during a shift is required. Associates are required to verbally communicate, as well as have the ability to hear clearly in often noisy and chaotic environments.