Associate Manager - Ritz Carlton Grande Lakes

Towne Park LLC; Orlando (FL); On-site; USD 46,000 - 68,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Company-paid life and AD&D insurance

Short/long-term disability insurance

401(k) retirement plan

Paid time off and holidays

Job summary

Towne Towne is looking for an Associate Manager to ensure exceptional guest and client satisfaction at a designated Orlando location. You will hire, train, evaluate, and manage associates while directing daily work and addressing customer issues.

Collaborating with the Account Manager, you will build strong client relationships, monitor performance metrics, and oversee revenue reporting, scheduling, and timekeeping to support operational excellence.

Qualifications

• Associate’s degree or equivalent degree.
• Valid driver’s license and clean driving record.
• Minimum of 1 year of related experience in hospitality.
• Knowledge of Towne Park’s safety and security procedures.
• Knowledge of Towne Park’s policies and procedures for service delivery.

Responsibilities

• Deliver exceptional guest service on all shifts.
• Actively participate in recruitment and hiring processes.
• Orient and train new associates; coach and evaluate performance.
• Develop relationships with clients and maintain regular communication.
• Assist in revenue reporting, scheduling and timekeeping accuracy.

Skills

Guest service

Recruitment

Coaching

Communication

MS Office

Education

Associate’s degree or equivalent

Tools

MS Office

Job description

About Towne Towne is an exceptional arrival through departure experience company. With its best-in-class parking and hospitality solutions and its fully integrated technology platform, we deliver seamless parking and mobility experiences in the places where people live, learn, work, play, rejuvenate, and recover. Towne’s 14,000 team members create smiles by delivering exceptional experiences for the millions of people we proudly serve each year. For nearly 40 years, Towne has been committed to providing the best experience, delivered by the best team, powered by innovative technology, enhancing lives and communities. For more information, visit www.towne.com and follow us on LinkedIn. Click here for important notices that may be applicable to you. For more information about our privacy policy, please click here.

SUMMARY

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.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.

Descriptive Statement(s) - % of Time

• 15% Ensures that the guest service experience is delivered exceptionally and consistently on all shifts.
• 20% Is actively engaged in the recruitment and hiring processes to ensure the best people are selected for the location.
• 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% The total amount of time for all functions of the job - 100%

QUALIFICATIONS

• Education: Associate’s degree or equivalent degree
• 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
• Knowledge of Towne Park’s safe driving policies and procedures
• Knowledge of potential hot spot and accident reporting policies and procedures as set forth by Towne Park
• Knowledge of Towne Park’s equipment training, policies and procedures for use in a safe and efficient manner
• Knowledge of Towne Park’s claim check, ticketing and key box training, policies and procedures
• Knowledge of Towne Park’s principles and processes for providing exemplary customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of customer confidentiality policies and procedures as set forth by Towne Park and/or HIPPA
• Knowledge of business writing, basic accounting and business metrics
• Knowledge of the client’s facility, including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information.
• Skills: Must be able to drive manual transmission
• Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point‑of‑sale applications
• Must be able to effectively present information in one‑on‑one and small group situations to guests, clients and associates.
• Written and verbal communication skills to effectively address all levels within the organization
• Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures
• Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications
• Ability to compose professional internal and external business communications including reports, memos, letters, and e‑mails
• Ability to maintain accuracy and composure while under pressure to effectively handle guest/patient complaints and difficult situations.
• A proven track record of being courteous, having a sense of urgency, and maintaining a high level of safety

SCOPE Authority to Act

Performs duties independently with minimal supervision. Make day‑to‑day decisions that impacts the operational and financial of the site(s); decisions may deviate from prescribed operating guidelines, policies and procedures. Mistakes/errors may result in work stoppage, loss of business, poor customer relations and/or damage to product, all of which can have negative financial implications for the organization. Includes the hiring of new or replacement associates, and discharging of associates not performing their job tasks properly and disciplining associates when necessary.

Budget Responsibility

The employee has control over resources available only.

JOB DETAILS Compensation

Towne Park is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job‑related skills, experience, education or training, and location. The annual base pay range for this position is $45,600-$68,400.

Additional Compensation: Employees may be eligible to receive annual incentive bonuses depending on their job classification and the 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.
• Employees are provided company‑paid basic life and AD&D insurance as well as short‑term and long‑term disability.
• Employees are also able to enroll in the company’s 401k 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 6 paid holidays throughout the calendar year and employees accrue up to a maximum of 4 paid floating holidays per calendar year. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

WORKING CONDITIONS & PHYSICAL DEMANDS

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit or stand for extended periods of time and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Lifting Requirements

Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or greater than 10 pounds of force constantly to move objects.

Travel

Travel up to 10% may be required.

About Towne Towne

About Towne Towne is an exceptional arrival through departure experience company. Through our fully integrated technology and operations platform, we deliver parking and hospitality‑focused solutions in the places where people live, learn, work, play, rejuvenate, and recover. Towne’s 14,000 team members create smiles by delivering exceptional experiences for the millions of people we proudly serve each year. For nearly 40 years, Towne has been committed to providing the best experience, delivered by the best team, powered by innovative technology, enhancing lives and communities. For more information, visitwww.towne.com and follow us on LinkedIn. Click HERE to learn more about the following: Towne is an affirmative Action, Equal Opportunity and E-Verify participating Employer, and encourage applications from all qualified individuals, including those with disabilities and veterans. Towne will consider for employment qualified applicants with arrest and conviction records. Towne complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation, please contact our Human Resources Support Center at [e-mail] or [phone]. Towne complies with applicable privacy laws by providing a notice to describe the categories of personal information collected, the purposes for which such information may be collected and used, the Company’s record retention practices, and rights you may have under the CCPA.