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 .
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The Account Manager directly oversees one Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives. Job Details
JOB SUMMARY
The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives.
DUTIES AND RESPONSIBILITIES
Financial and Business Systems Management
Understands and drives business metrics and performance measurements to ensure effectiveness, high performance and compliance.
Demonstrates the ability to improve the financial performance and profitability of the account
Understands the contractual agreement and recognizes ways to maximize opportunities
Demonstrates the ability to positively move the metrics for forecasting, productivity, claims, customer service, and turnover
Manages scheduling, overtime for associates under his/her direct supervision, tip reporting, and timekeeping
Ensures that forecasts, payroll and accounting reports are on time and accurate
Effectively utilizes standardized business systems as developed by Towne Park and ensures compliance with policies and procedures
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
Identifies talent and helps develop future leaders for the organization
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
Delegates by allocating decision making and other responsibilities appropriately and effectively
Service Management
Ensures that the guest/patient service experience is delivered consistently on all shifts
Efficiently allocates labor resources to support service delivery
Works with the Area/District Manager and Human Resources to forecast and plan for seasonal variances in business to ensure proper staffing levels
Understands the client’s service standards and effectively integrates Towne Park’s standards to complement them
Is knowledgeable of the client’s service metrics/measurements and ensures Towne Park is helping to drive results
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…