Team Leader ($21-$23/hr) - Johns Hopkins Health System Parking

About the role

The Team Leader at Towne Park is responsible for overseeing the general operations of a property that operates less than a 24/7 schedule with nine (9) or fewer Guest Services Agents (GSAs). This role involves coordinating and administering tasks, as well as providing guidance and troubleshooting to the team.

Responsibilities

• Ensures consistent guest/patient service delivery across all shifts.
• Allocates labor resources efficiently to support service delivery and adjusts staffing levels as necessary.
• Maintains accuracy and composure while handling guest/patient complaints and difficult situations.
• Participates in "The Show" and demonstrates "Aggressive Hospitality" to guests/patients.
• Checks in arriving guests/patients and explains vehicle parking and retrieval procedures.
• Runs at top speed to park and retrieve vehicles while driving cautiously.
• Uses proper phone etiquette.
• Posts up in appropriate areas when not assisting guests/patients or completing other tasks.
• Conducts an effective room presentation for hotel guests and assists with deliveries and pickups.
• Assists with guest/patient inquiries and directs them to the appropriate services.
• Assigns fellow associates to certain routine roles and assigns coworkers to non-ordinary roles as needed.
• Hires and retains talented associates, fostering an environment that retains top performers.
• Recognizes great performance and provides opportunities for growth, while recognizing areas for improvement and providing coaching.
• Develops and maintains cohesive working relationships with the client's staff members.
• Maintains regular meeting rhythms and communication channels with the client, ensuring the team is focused on exceeding expectations.
• Builds client loyalty and creates promoters of the company by capitalizing on opportunities to grow Towne Park's business.
• Schedules, manages overtime, tip reporting, and timekeeping, and ensures compliance with policies and procedures.
• Communicates information to the work group and reports methods for improving operating procedures and overall efficiency.

Qualifications

• Education: Bachelor’s degree from a four-year college or university.
• Licenses/Certifications: Valid driver’s license and clean driving record.
• Experience: One to two (1-2) years of related experience and/or training; or equivalent combination of education and/or experience.
• Knowledge: Knowledge of GSA procedures.
• Skills: Ability to drive manual transmission, effectively plan, set priorities, and manage multiple projects under pressure, demonstrate a strong work ethic, drive, energy, and persistence, possess computer proficiency and technical aptitude, communicate professionally, and represent the company effectively in various settings.

Benefits

• Accident insurance
• Critical illness insurance
• Hospital indemnity insurance
• Telereimbursement benefits
• 401(k) retirement savings plan

Pay

The hourly base pay range for this position is $21-$23 per hour.

Schedule

The work schedule for this position is 7am-3:30pm and 2:30pm-11pm shifts, Monday-Friday.