Assistant Guest Service Manager - Nashville, TN

About the role

The Assistant Account Manager supports daily operations by ensuring high-quality guest service, assisting with staff hiring, training, and performance management, and overseeing revenue, payroll, and claims. This role also works shifts as needed, ensuring safe and efficient vehicle handling and maintaining strong relationships with both account management and associates.

Primary Objective

To support the successful operation of an assigned valet account by ensuring exceptional guest service, assisting with staff management and development, and maintaining operational efficiency through oversight of service delivery, financial performance, and safety standards.

Duties And Responsibilities

• Guest Service Leadership

• Provide hands-on guest service training to all associates, ensuring team members consistently meet or exceed PMC’s guest service standards.
• Monitor daily interactions to uphold a premium customer experience, fostering a welcoming environment that reflects the highest levels of hospitality.

• Operational Oversight

• Supervise and coordinate all valet operations, ensuring safe and efficient vehicle parking and retrieval, as well as proper key handling and storage procedures.
• Take proactive steps to reduce guest claims (such as vehicle damage) and associate injuries through continuous monitoring and training on safety protocols.

• Human Resources Support

• Lead and support key HR functions, including interviewing, hiring, onboarding, training, and performance management of associates.
• Ensure all team members are properly certified, follow company policies, and receive ongoing coaching and development to promote a high-performing team.

• Service Standards, Appearance and Discipline

• Ensure all associates consistently uphold PMC’s service standards, maintain a professional, uniformed appearance, and deliver a high-quality guest experience.
• Support accountability through the administration of progressive discipline, following company policy to address performance or policy violations with fairness, consistency, and proper documentation, under the guidance of the Account Manager.

• Client and Communication Management

• Maintain clear and consistent communication with both associates and client contacts.
• Anticipate client needs, address operational concerns, and resolve customer service issues proactively and efficiently, ensuring client satisfaction and contract retention.

• Payroll and Reporting Oversight

• Conduct weekly audits of associate timecards, including review of clock punches, claimed tips, minimum wage adjustments, and vehicle counts.
• Follow up on discrepancies with associates and submit accurate reports by established deadlines to maintain payroll accuracy.

• Revenue Management Support

• Assist with account revenue management by ensuring all shifts follow PMC’s Revenue SOPs, including the setup and maintenance of proper reporting processes to monitor and safeguard financial performance.

• Team Development and Workplace Culture

• Identify and develop high-potential associates by providing ongoing skills training and leadership development to support internal promotions, using PMC’s resources and tools to build a strong, high-performing team.
• Foster a positive, team-oriented culture that encourages open communication, collaboration, and mutual respect, while reinforcing PMC’s commitment to hospitality and service excellence.

• 24/7 Operational Support

• Serve as a key contact for urgent operational issues, remaining available for on-call problem-solving to always support the account, ensuring uninterrupted service and immediate response to critical needs.

• Company Initiatives Oversee the successful execution of company initiatives and processes, ensuring consistency, compliance, and alignment with PMC’s strategic goals across all assigned locations.

• Supervisory Responsibilities

• Actively involve staff in planning, decision-making, and process improvement while taking full responsibility for team performance.
• Maintain an open and accessible leadership style, providing regular feedback, supporting skill development, and encouraging professional growth.
• Seek and apply feedback from both internal and external customers, promote a culture of quality, and continuously work to enhance processes, services, and supervisory skills to drive team success.

Competency/Qualifications

• Education/Experience

• A high school diploma or equivalent.
• 1 year minimum previous supervisory and related customer service/hospitality experience is preferred.
• Management or leadership related training/certifications/business is preferred.

• Knowledge, Skills, and Abilities

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Additional Responsibilities

• Attend required staff meetings and complete assigned training modules in a timely manner.
• Other tasks may be assigned as needed to support the company’s overall operational and financial objectives, with the expectation that the management remains flexible and responsive to evolving business needs.

Company Initiatives

• Oversee the successful execution of company initiatives and processes, ensuring consistency, compliance, and alignment with PMC’s strategic goals across all assigned locations.

Supervisory Responsibilities

• Actively involve staff in planning, decision-making, and process improvement while taking full responsibility for team performance.
• Maintain an open and accessible leadership style, providing regular feedback, supporting skill development, and encouraging professional growth.
• Seek and apply feedback from both internal and external customers, promote a culture of quality, and continuously work to enhance processes, services, and supervisory skills to drive team success.

Additional Compensation And Benefits

• Health Benefits

• Medical, vision and dental insurance – Upon eligibility.

• 401K

• Upon eligibility.

• Supplemental Insurance

• Life insurance and critical illness.

• Bonus opportunities

• Internal leadership development program.
• Continuous nationwide growth opportunities.

• Paid time off

• Paid training.

• Tuition assistance through Bellevue University – Up to $5,250 per year

• Nationwide discounts through Perks at Work.

• Military friendly employer

Pay Transparency

Park Management Company is committed to pay transparency and equity among all employees and provides employees an environment where pay transparency and dialogue on compensation are allowed. Park Management Company complies with Equal Employment Opportunity laws as well as federal, state, and local laws on compensation, pay transparency, and pay equity.

EEO Statement

Park Management Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

ADA and Equal Employment Opportunity (EEO) Compliance

Park Management Company will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and ensure equal employment opportunity.

Job Title

Assistant Account Manager

Department

Valet Parking Operations

Reports to directly

Account Manager

Schedule

Full Time

Status

Exempt

Compensation

Salary (Rates can vary by market and experience)