Account Manager - Omni Hotel

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

  • 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.
  • See 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.
  • Holds effective associate meetings and ensures that shift huddles happen on every shift.
  • P 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.
  • 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 creates a net promoter of Towne Park.

• 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 creates a net promoter of Towne Park.

• 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 Area/District 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 Area/District 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 Area/District 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.
  • Promptly responds to any concerns regarding workplace safety.
  • 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.

• Sales Responsibilities

  • Maintains relationships with present client to obtain references and leads for new opportunities.
  • Keeps leadership and sales teams advised on known changes to Ownership Groups/Management Companies or Brand changes.
  • Advises Leadership and Sales of any changes in position at the client location. Specifically, name, where they came from, where they are going.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
  • Makes sure leadership and sales teams are aware of any changes in Ownership Groups/Management Companies or Brand changes.
  • Makes sure leadership and sales teams are aware of any changes in position at the client location.
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