Associate Manager - Valet Services - JW Marriott Marquis Miami

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

Benefits offered by this job

Medical, dental, and vision insurance

Company-paid life and AD&D

Short-term and long-term disability

401k retirement plan

PTO and holidays

Annual incentive bonuses

Job summary

Towne Park LLC is seeking an Associate Manager to ensure top-tier guest and client satisfaction at a designated location. You will lead guest services, supervise and train at least two associates, and drive performance through coaching and clear expectations.

You will manage recruitment, scheduling, and performance appraisals while maintaining client communications and meeting service and financial goals. This role requires hands-on leadership and a focus on safety and standards.

Qualifications

• Associate’s degree or equivalent degree preferred.
• Valid driver's license and clean driving record.
• Minimum of 1 year related experience in hospitality.
• Knowledge of Towne Park procedures and customer service standards.

Responsibilities

• Ensure guest service is delivered exceptionally and consistently on all shifts.
• Recruit, hire and train associates; coach and appraise performance.
• Set expectations, provide orientation, and supervise disciplinary actions when needed.
• Develop client relationships and maintain regular dialogue to exceed expectations.
• Monitor revenue, shift reports and cash handling with accuracy and controls.
• Foster safety, training and compliance across the site.

Skills

Guest service leadership

Staff management

Performance coaching

Recruiting

Disciplinary actions

Budget awareness

Communication skills

Safety compliance

Team motivation

Education

Associate’s degree or equivalent

Tools

MS Office

POS systems

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

QUALIFICATIONS

• Education: Associate’s degree or equivalent degree preferred
• Required 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: Knowledge of Towne Park’s safe driving policies and procedures
• Knowledge: Knowledge of potential hot spot and accident reporting policies and procedures as set forth by Towne Park
• Knowledge: Knowledge of Towne Park’s equipment training, policies and procedures for use in a safe and efficient manner
• Knowledge: Knowledge of Towne Park’s claim check, ticketing and key box training, policies and procedures
• Knowledge: 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: Knowledge of customer confidentiality policies and procedures as set forth by Towne Park and/or HIPPA
• Knowledge: Knowledge of business writing, basic accounting and business metrics
• Knowledge: 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
• Skills: Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications
• Skills: Must be able to effectively present information in one-on-one and small group situations to guests, clients and associates.
• Skills: Written and verbal communication skills to effectively address all levels within the organization
• Skills: Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures
• Skills: Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications
• Skills: Ability to compose professional internal and external business communications including reports, memos, letters, and e-mails
• Skills: Ability to maintain accuracy and composure while under pressure to effectively handle guest/patient complaints and difficult situations.
• Skills: 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.

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.

Working Environment

The majority of work will be performed in climate-controlled environment, but may be exposed to inclement weather and varying degrees of temperatures on occasion.

Travel

Travel of 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.

Towne is anAffirmative 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.