Associate Manager - Valet Operations - Winstar World Casino & Hotel

Essential Functions

• Ensures that the guest service experience is delivered exceptionally and consistently on all shifts.
• Sets a positive example for guest relations and empowers associates to provide excellent customer service.
• May perform guest/patient service duties including valet parking, bell services, and door services, as needed to achieve quality and service levels based on the working conditions and physical demands section of this job description.
• Efficiently allocates labor resources to support service delivery and reduces staffing levels if business conditions dictate.
• Understands the client’s service standards and effectively integrates Towne Park’s standards to complement them to meet business demands and productivity goals.
• Reviews comment cards and guest satisfaction results with employees.
• Assists Account Manager in establishing guidelines so employees understand expectations and parameters.
• Serves as a mentor to new associates 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.
• Conducts regular performance appraisals, and provides feedback and coaching for all direct reports to include disciplinary and discharging when necessary.
• Develops cohesive working relationships with the clients’ staff members.
• Maintains regular meeting rhythms and communication channels with the client and follows through on commitments.
• Understands and drives business metrics for forecasting, productivity, claims, customer service, and turnover.
• Ensures all associates accurately identify and collect revenue for all vehicles.
• Ensures that shift reports, cash drops and other revenue reports are completed with detail and accuracy.
• Supervises the reconciliation of revenue and tickets at the end of every shift.
• Ensures that controls are in place for scheduling, overtime, tip reporting, and timekeeping.

Qualifications

• Education: Associate’s degree or equivalent degree preferred
• Required Licensure, Certification, Etc.: Valid driver’s license and clean driving record
• Work Experience: A minimum of one (1) year of related experience in hospitality
• Knowledge: Knowledge of Towne Park’s and site-specific preventative safety and security procedures
• Knowledge of Towne Park’s safe driving policies and procedures
• Knowledge of potential hot spot and accident reporting policies and procedures as set forth by Towne Park
• Knowledge of Towne Park’s equipment training, policies and procedures for use in a safe and efficient manner
• Knowledge of Towne Park’s claim check, ticketing and key box training, policies and procedures
• Knowledge of Towne Park’s principles and processes for providing exemplary customer service
• Knowledge of customer confidentiality policies and procedures as set forth by Towne Park and/or HIPPA
• Knowledge of business writing, basic accounting and business metrics
• Knowledge of the client’s facility, including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information
• Skills: Must be able to drive manual transmission, computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications, written and verbal communication skills to effectively address all levels within the organization, ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures, ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications, ability to compose professional internal and external business communications including reports, memos, letters, and e-mails, ability to maintain accuracy and composure while under pressure to effectively handle guest/patient complaints and difficult situations, A proven track record of being courteous, having a sense of urgency, and maintaining a high level of safety

Scope Authority to Act

• The employee has control over resources available only.

Budget Responsibility

• The employee has control over resources available only.

Compensation

Towne Park is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location. The annual base pay range for this position is $45,600 - $68,400. Additional Compensation: Employees may be eligible to receive annual incentive bonuses depending on their job classification and the policy guidelines.

Benefits

• Medical, dental, and vision insurance
• Accident insurance
• Critical illness insurance
• Hospital indemnity insurance
• Telemedicine benefits
• Company-paid basic life and AD&D insurance
• Short-term and long-term disability
• Enrollment in the company’s 401k retirement savings plan

Working Conditions & Physical Demands

• The majority of work will be performed in a climate-controlled environment, but may be exposed to inclement weather and varying degrees of temperatures on occasion.
• Lifting Requirements: Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or greater than 10 pounds of force constantly to move objects.
• Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit or stand for extended periods of time and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl.
• Specific vision abilities required by the job: Close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Travel: Travel of up to 10% may be required.