Senior Valet Account Manager - Austin, TX

Position Summary

The Senior Guest Service Manager oversees valet operations across multiple locations or high-volume properties, ensuring exceptional service, operational efficiency, and strong team leadership. Manage staff, optimize workflows, maintain client relationships, and ensure compliance with company policies and safety regulations, serving as the main point of contact for property owners, hotel management, and executive leadership to deliver a seamless valet experience.

Duties And Responsibilities

• Client Relationship Management

• Serve as the primary contact for each property, ensuring contractual obligations are met while fostering open communication, addressing concerns, and building trust with stakeholders to strengthen partnerships and identify opportunities for service improvements and business growth.

• Daily Operational Oversight

• Manage scheduling, staffing, and quality assurance to ensure smooth daily operations at each location.
• Conduct regular site visits to identify and resolve issues, maintain equipment, improve processes, and uphold consistent customer service standards.

• Financial and Administrative Tasks

• Maintain site-level revenue, payroll, and expenses to identify trends and irregularities, working with the Regional Director on cost control and accurate record-keeping to keep operations financially on track and within budget.

• Team Supervision and Training

• Recruit, train, and coach hourly associates, set clear performance expectations, and foster a positive work environment by modeling professionalism and enforcing company policies to support employee satisfaction and excellent customer service.

• Communication and Reporting

• Provide regular updates to management through reports on progress, challenges, and account needs, while using personal devices as needed to coordinate promptly during emergencies or urgent situations.

• Travel and Communication

• Due to the geographic scope of the role, travel may be required, focusing on site visits to oversee performance, address challenges, and support new account launches.

• 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 GED is required, with at least five years of supervisory experience in parking, hospitality, or a similar customer service field.

• Additional Training and Certifications

• Additional training or certifications in leadership or business management is beneficial.

• Certificates and Licenses

• 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.

• Hospitality, Customer Service, and Communication

• Provide exceptional guest service through professional communication, active listening, and personalized assistance, creating a welcoming and memorable experience that aligns with company standards and fosters a positive environment for guests and team members.
• Build strong relationships by understanding client needs, resolving issues promptly, and anticipating requirements.
• Coordinate across locations and adjust strategies to ensure client satisfaction and support long-term partnerships.

• Advanced Client Management Skills

• Analyze revenue and payroll, identify discrepancies, resolve operational inefficiencies, and develop solutions to improve performance and accuracy.

• Strong Analytical and Problem-Solving Abilities

• Provide hands-on coaching, build strong teams, and ensure consistent operations through knowledge of training methods, operational software, and leadership principles, fostering accountability, clear communication, and employee engagement across multiple sites.

• Effective Training and Leadership Skills

• Manage payroll with a focus on scheduling and overtime control, guiding managers to create efficient schedules that optimize labor costs and improve operational efficiency.

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. PMC complies with Equal Employment Opportunity laws as well as federal, state, and local laws on compensation, pay transparency, and pay equity.

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

• 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

Job Title

Senior Guest Service Manager

Department

Valet Parking Division

Reports Directly to

City Manager or Area Manager

Schedule

Full Time

Status

Exempt

Compensation

Salary plus potential bonus opportunities (Rates can vary by market and experience)