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Assistant Account Manager - Irvine

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Irvine, CA
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Assistant Account Manager - Irvine','IRV00102','!*!JOB SUMMARY
The Assistant Account 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; training associates; planning, assigning, and directing work; appraising performance; financial management and reporting; and addressing customer complaints. 

Service Management
§  Ensures that the guest service experience is delivered consistently on all shifts
§  Regularly performs guest/patient service duties including valet parking, bell services, and door services
§  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
§  Maintains accuracy and composure while under pressure to effectively handle guest/patient complaints and difficult situations
§  Maintains a detailed knowledge of the client’s facility, including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information
§  Promotes a teamwork philosophy through leading by example and effective communication skills
Human Resources
§  Is actively engaged in the recruitment and hiring processes to ensure the best people are selected for the location
§  Fosters an environment that retains talented associates
§  Responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews
§  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
§  Holds effective associate meetings and ensures that shift huddles happen on every shift
§  Practices positive discipline and provides accurate and timely performance documentation
Client Relations Management
§  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
§  Capitalizes on opportunities to grow Towne Park’s business by building client loyalty and creating clients who are promoters of the company
Financial and Business Systems
§  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
§  Effectively utilizes standardized business systems as developed by Towne Park and ensures compliance with policies and procedures
Systems and Standards
§  Fully understands and utilizes the systems provided by Towne Park to control assets and expenditures
§  Trains others or sees that they are trained to properly use the systems provided
§  Maintains a clean, neat work environment
§  Completes all tasks in a timely manner as instructed by the Account Manager
§  Cooperates with management and coworkers to ensure that services can be adequately maintained to meet the needs of internal and external customers
§  Treats clients and associates with courtesy, respect and dignity
§  Maintains strict confidentiality related to associate and client information
Safety and Risk Management
§  Understands and follows safety and security procedures
§  Practices preventative safety procedures as set forth by Towne Park
§  Reports all accidents and incidents to the Account Manager immediately
§  Uses only equipment trained to use and operates all equipment in a safe manner
§  Reports all potential high risk areas and safety concerns to the Account Manager
§  Ensures all associates have been adequately trained in safety and loss prevention procedures
§  Ensures claims are reported timely and accurately and cooperates with the Risk Management department to resolve claims
§  Consistently follows the progressive disciplinary process to hold associates accountable for at-fault claims and safety violations
§  Follows the procedures for reporting on-the-job injuries and works with Human Resources to effectively manage worker’s compensation cases
§  Adheres to Towne Park employment and payroll policies and procedures to limit exposure to employment claims and litigation
§  Protects guest/patient confidentiality in accordance with HIPPA requirements
§  Maintains the security of customer financial and indentifying information

§  Ability to effectively plan, set priorities, and manage several projects simultaneously while working under pressure to meet deadlines
§  Demonstrated work ethic, drive, energy, and persistence to achieve goals
§  Ability to maintain stability, dependability and professionalism when faced with changing and difficult situations
§  Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications
§  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

§  Bachelor’s degree from a four-year college or university and a minimum of one to two (1-2) years of related experience and/or training; OR equivalent combination of education and/or experience
§  Must be able to drive manual transmission
§  Must have and maintain a valid driver’s license and clean driving record
§  For insurance purposes, must be at least 18 years of age and be able to pass a criminal background, MVR and drug screen

PHYSICAL DEMANDS AND WORK ENVIRONMENT                                                                                                      
The 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.
§  The associate is regularly required to run; stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear.
§  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
§  Must be able to lift and/or move up to 50 pounds frequently and up to 75 pounds occasionally. Must be able to push and pull 75 pounds frequently and 100 pounds occasionally.
§  Must be able to push and pull (on wheelchair) 100 to 350 pounds frequently over considerable distances
§  Working extended hours, including evenings and weekends are required.
 ','','Operations','CA-Irvine','','Full-time','Assistant Account Manager - Irvine

Company info

Towne Park, Ltd
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Company Profile
Towne Park provides hospitality staffing services and parking solutions to hotels, casinos, hospitals and other enterprises nationwide. We are driven to serve you. What sets us apart from our competition? Our People, Processes and Passion drive results