Guest Services Manager

EPGS; United States; On-site; USD 65,000 - 85,000; Full time

Job summary

Evolution Parking & Guest Services is seeking a Guest Services Manager to oversee all aspects of the parking operations, including valet, while maintaining Forbes guest service standards and prioritizing client relationships. The role requires motivating and managing team performance, budgeting, payroll, training, staffing, and safety programs on site.

The candidate will develop strong relationships with clients, understand hotel service standards, and drive revenue opportunities for Evolution

Qualifications

• Associates degree or equivalent work experience.
• High School Diploma or GED required.
• Understanding of general business practices including accounting, human resources, and customer service.

Responsibilities

• Ensure the valet ramp is always represented by an Evolution team member and never left unattended without a Supervisor or Manager.
• Collaborate with the Supervisor frequently to stay close to the operation.
• Lead the team during peak times including evenings, weekends, holidays.
• Track hotel parking validations for reimbursement and integrity.
• Drive business metrics and performance to ensure effectiveness and compliance.
• Maintain client relationships and uphold Forbes guest service standards.

Skills

Customer service

Communication

Technology proficiency

Organization

Teamwork

Multitasking

Education

Associates Degree

High School Diploma or GED

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 drives 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 clients service standards motto values and hotel lingo while incorporating Evolutions core values
• Develop cohesive working relationships with the clients employees
• Understand what objectives are important to the client and ensures 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 Human Resources and the AreaRegional VP immediately while 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 AreaRegional VP to forecast and plan for seasonal variances in business to ensure proper staffing levels
• Adhere to Evolutions 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 provides 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 able 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