Guest Services Manager

Evolution Parking and Guest Services; Jacksonville (FL); On-site; USD 50,000 - 65,000; Full time

Job summary

A leading guest service provider in Jacksonville, Florida is seeking an experienced Guest Services Manager. This role involves overseeing all parking operations, ensuring compliance with guest service standards, and managing team performance. The ideal candidate will have at least 2 years in a management position and strong customer service skills. Responsibilities include recruiting new talent, maintaining client relationships, and adhering to budgetary guidelines. Opportunities for advancement are available within the company.

Qualifications

• Associates Degree, High School Diploma or GED required, or relevant working experience.
• Understanding of general business practices including accounting, human resources, and customer service.

Responsibilities

• Oversee all aspects of parking operations including valet parking.
• Manage team performance and foster client relationships.
• Ensure compliance with guest service standards and safety protocols.
• Recruit and onboard new talent for team growth.
• Review and submit accurate payroll bi-weekly.

Skills

Strong customer service and client relationship skills

Excellent oral and written communication skills

Strong technology proficiency

Strong organizational skills

Attention to detail and multitasking

Education

Associates Degree, High School Diploma or GED

Tools

HRIS platforms, such as ADP

Job description

Job Summary

The Guest Services Manager will be responsible for overseeing all aspects of the parking operations including, but not limited to, valet parking operations, maintaining Forbes guest service standards, prioritizing client relationships, motivating and managing team member performance, maintaining budget and revenue collection, systems management, guest and team member safety, training, staffing, payroll, and scheduling. Our Guest Service Managers have the responsibility to consistently maintain and foster our Luxury Guest Service oriented reputation and keep strong existing client relationships.

Essential Responsibilities

• Ensure the valet ramp is always properly represented by an Evolution team member and never left unattended without a Supervisor or Manager.
• Work with the Supervisor frequently to stay close to the operation.
• Work at the busiest times including evenings, weekends, holidays while properly leading the team.
• Track hotel parking validations for reimbursement and integrity purposes.
• Understand and drive business metrics and performance measurements to ensure effectiveness, high performance, and compliance.
• Demonstrate the ability to positively move the metrics for forecasting, productivity, claims, guest service and turnover.
• Understand the contractual agreement with the hotel and recognize ways to maximize additional revenue opportunities for both Evolution and the client.
• Understand the client’s service standards, motto, values, and hotel "lingo" while incorporating Evolution’s core values.
• Develop cohesive working relationships with the client’s employees.
• Understand what objectives are important to the client and ensure the entire team is focused on exceeding expectations.
• Treat clients, team members and third-party vendors with courtesy, respect, and dignity.
• Practice preventative safety procedures daily as set forth by Evolution and the client.
• Report all claims, accidents, and incidents to HR and the Area/Regional VP immediately, handling appropriately with urgency, care, and concern.
• Meet the required Quality Assurance shop thresholds for completion and scores as outlined in the QA Performance policy and audit.
• Manage uniform and ticket inventory.
• Work with the Area/Regional VP to forecast and plan for seasonal variances in business to ensure proper staffing levels.
• Adhere to Evolution’s employment and payroll policies and procedures to limit exposure to employment claims and litigation.
• Review and submit completed and accurate payroll to Corporate on a bi‑weekly basis and not to exceed 50% of weekly revenue.
• Work with the Talent Acquisition team to recruit new talent that can be future leaders at Evolution.
• Ensure that each new team member is fully onboarded in our HRIS and fully trained prior to working on the ramp.
• Recognize exceptional performance and provide opportunities for top performers to learn and grow.
• Identify high performing team members for Crescendo Academy and Crescendo Leadership developmental Programs.
• Other duties as assigned.

Minimum Education Required

• Associates Degree, High School Diploma or GED required, or relevant working experience.
• Understanding of general business practices including accounting, human resources, and customer service.

Minimum Experience Required

• Experience in valet parking.
• Valid US Drivers License.
• 2+ years in a management position.
• Experience with HRIS platforms, such as ADP.
• Experience with Customer Service.

Skills Required

• Strong customer service and client relationship skills.
• Excellent oral and written communication skills.
• Strong technology proficiency.
• Strong organizational skills with a proven track record of meticulous attention to detail and accuracy.
• Ability to collaborate effectively and work as part of a team.
• Exceptional attention to detail and ability to multitask in a fast paced, deadline driven environment.

Evolution Parking & Guest Services is proud to be an Equal Opportunity Employer with opportunities for advancement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.