Assistant Guest Service Manager - St. Louis, MO

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Maintain clear and consistent communication with both associates and client contacts, addressing operational concerns and resolving customer service issues proactively and efficiently, ensuring client satisfaction and contract retention.
• 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.
• 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.
• 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.
• 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.
• Oversee the successful execution of company initiatives and processes, ensuring consistency, compliance, and alignment with PMC’s strategic goals across all assigned locations.
• 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.

Qualifications

• High school diploma or general education degree (GED)
• 1 year minimum previous supervisory and related customer service/hospitality experience is preferred
• Management or leadership related training/certifications/business is preferred
• A valid driver’s license and reliable transportation are required for this role, along with maintaining an acceptable motor vehicle record with no more than three moving violations within a three-year period
• Candidates must also pass and maintain a clean background check
• No special certifications are necessary for this position

Skills

• Exceptional guest service
• Strong analytical and problem-solving abilities
• Clear, professional communication
• Leadership and team management
• Operational oversight and supervision
• Financial management and reporting
• Customer service and hospitality

Benefits

Health Benefits – Medical, vision and dental insurance
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

Salary (Rates can vary by market and experience)

Schedule

Full Time

Status

Exempt