Account Manager - Sandbourne 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 engages 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.
  • 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 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.
  • P 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 to monitor existing client’s business in order to be aware of and report to Area/District Manager any construction, expansion, or changes in the current business that could lead to internal growth opportunities.

Qualifications

• Associate’s degree preferred and a minimum of two (2) years of related experience and/or training; OR equivalent combination of education and/or experience.
• Knowledge of general business practices including accounting, human resources and customer service.
• 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.
• Travel of up to 10% may be required.