Job description

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives.

DUTIES AND RESPONSIBILITIES

Financial and Business Systems Management

· Understands and drives business metrics and performance measurements to ensure effectiveness, high performance and compliance

· Demonstrates the ability to improve the financial performance and profitability of the account

· Understands the contractual agreement and recognizes ways to maximize opportunities

· Demonstrates the ability to positively move the metrics for forecasting, productivity, claims, customer service, and turnover

· Manages scheduling, overtime for associates under his/her direct supervision, tip reporting, and timekeeping

· Ensures that forecasts, payroll and accounting reports are on time and accurate

· Effectively utilizes standardized business systems as developed by Towne Park and ensures compliance with policies and procedures

Human Resources

· Is actively engaged in the recruitment and hiring processes to ensure the best people are selected for the location

· Fosters an environment that retains talented associates

· Responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews

· Sees that new associates get off to the right start 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

· Identifies talent and helps develop future leaders for the organization

· Conducts regular performance appraisals and provides feedback and coaching for all direct reports

· Holds effective associate meetings and ensures that shift huddles happen on every shift

· Practices positive discipline and provides accurate and timely performance documentation

· Delegates by allocating decision making and other responsibilities appropriately and effectively

Service Management

· Ensures that the guest/patient service experience is delivered consistently on all shifts

· Efficiently allocates labor resources to support service delivery

· Works with the Area/District Manager and Human Resources to forecast and plan for seasonal variances in business to ensure proper staffing levels

· Understands the client’s service standards and effectively integrates Towne Park’s standards to complement them

· Is knowledgeable of the client’s service metrics/measurements and ensures Towne Park is helping to drive results

Client Relations Management

· Develops cohesive working relationships with the clients’ staff members

· Maintains regular meeting rhythms and communication channels with the client and follows through on commitments

· Knows when to be present at the site and maintains a high level of visibility

· Understands what objectives are important to the client and ensures the entire team is focused on exceeding expectations

· Capitalizes on opportunities to grow Towne Park’s business by building client loyalty and creates a net promoter of Towne Park.

Systems and Standards

· Fully understands and utilizes the systems provided by Towne Park to control assets and expenditures

· Trains others or sees that they are trained to properly use the systems provided

· Maintains a clean, neat work environment

· Completes all tasks in a timely manner as instructed by the Area/District Manager

· Cooperates with management and coworkers to ensure that services can be adequately maintained to meet the needs of internal and external customers

· Treats clients and associates with courtesy, respect and dignity

· Maintains strict confidentiality related to associate and client information

Safety and Risk Management

Understands and follows safety and security procedures

· Practices preventative safety procedures as set forth by Towne Park

· Reports all accidents and incidents to the Area/District Manager immediately

· Uses only equipment trained to use and operates all equipment in a safe manner

· Reports all potential high risk areas and safety concerns to the Area/District Manager

· Ensures all associates have been adequately trained in safety and loss prevention procedures

· Ensures claims are reported timely and accurately and cooperates with the Risk Management department to resolve claims

· Consistently follows the progressive disciplinary process to hold associates accountable for at-fault claims and safety violations

· Promptly responds to any concerns regarding workplace safety

· Follows the procedures for reporting on-the-job injuries and works with Human Resources to effectively manage worker’s compensation cases

· Adheres to Towne Park employment and payroll policies and procedures to limit exposure to employment claims and litigation

Sales Responsibilities:

· Maintains relationships with present client to obtain references and leads for new opportunities

· Keeps leadership and sales teams advised on known changes to Ownership Groups/Management Companies or Brand changes

· Advises Leadership and Sales of any changes in position at the client location. Specifically, name, where they came from, where they are going

· Monitors existing client’s business in order to be aware of and report to Area/District Manager any construction, expansion, or changes in the current business that could lead to internal growth opportunities.

KNOWLEDGE, SKILLS AND ABILITIES

· Ability to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlines

· Demonstrated work ethic, drive, energy, and persistence to achieve goals

· Ability to maintain stability, dependability and professionalism when faced with changing and difficult situations

· 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

Job Type: Full-time

Salary: $55,000 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Life insurance
• Paid time off

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Indianapolis, IN: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel management: 1 year (Preferred)
• Parking: 1 year (Preferred)
• Valet: 1 year (Preferred)

License/Certification:

• Driver's License (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Indianapolis, IN 46225: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person

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