Area Account Operations Manager
2 weeks ago
Job Summary
The Area Operations Manager is responsible for the operation of a specific group of accounts in accordance with Beacon Hill Hospitality's policies and procedures. This fast-paced role requires juggling multiple responsibilities including those related to operations, staffing, clients, and customers. The Account Operations Manager ensures that all account management criteria and client expectations are consistently met or exceeded. The Account Operations Manager is responsible for staff management, training and development, and all staff scheduling management. At Beacon Hill Hospitality, we look to our Account Operations Managers to lead by example to not only deliver exceptional experiences for our patients and visitors but also to create a culture of excellence within their individual teams. Services overseen will include: valet parking, garage management, front desk attendant, and greeter services.
Essential Duties And Responsibilities (including But Not Limited To)
Hire and Develop a High Functioning Team Fosters a spirit of teamwork and unity that enables each employee and the team as a whole to succeed.
Visit each account location at least once a week or more depending on needs to ensure all needs are met at each site.
Consciously creates a workplace culture that is consistent with Beacon Hill Hospitality's mission, vision, and values.
Assists HQ with the hiring of candidates by interviewing prospects, ensuring all required employee information is accurate and complete.
Onboards and trains new staff in account-specific procedures and company policies.
Conducts performance evaluations that are timely and constructive.
Handles discipline and termination of employees as needed and in accordance with company policy.
Creates and manages team schedules and rotations with a focus on employee retention.
Manages the time and attendance process ensuring team members follow rules and regulations.
Ensure Operational Excellence and Client Satisfaction Checks in regularly with clients and ensures that the team is exceeding their expectations.
Oversees and maintains all equipment and uniform needs.
Handles any escalated customer inquiries and/or complaints.
Completes accident/incident reports.
Solves problems and makes decisions using sound and reasonable judgment.
Prepares account-specific procedures while overseeing procedure compliance.
Completes weekly schedules for the team, ensuring that all budgeted hours are scheduled.
Able to perform the functions of the job and act in an on-call capacity when necessary.
Regularly on-site leading by example and demonstrating proper attendant procedures.
Ensure Site Profitability Completes bi-weekly payroll and weekly reports for HQ office as necessary.
Ensures that the location hits budgeted hours weekly.
Maintains fiscal responsibility by evaluating budgetary needs, reducing expenses, and by conserving and maintaining resources.
Makes business decisions that are financially responsible, accountable, and in accordance with company policy.
Required Skills/Abilities (including But Not Limited To)
Possesses exceptional customer service skills and a positive attitude.
The ability to handle critical issues in a timely manner.
Strong leadership and mentorship skills.
Ability to deescalate tense situations.
Ability to read, understand, and communicate effectively both verbally and on paper.
Ability to proactively solve problems, but also knows when to ask for help.
Ability to communicate clearly and effectively in a courteous manner in keeping with the Beacon Hill philosophy.
Active Driver's License with a clean driving record.
Education And Experience
High School degree or equivalent.
At least two years related experience preferred.
Salary Information
This role pays $60,000 annually.
Physical Demands and Working Environment (including, but not limited to):
The Operations Manager will be required to stand for most of their shift, walk, sit, reach with hands or arms, talk, and hear. The Operations Manager must occasionally lift and/or move objects up to 20lbs and be able to wear PPE (personal protective equipment) for the duration of their shift. The Operations Manager may be subjected to weather conditions prevalent at the time. The noise level in this work environment can range from minimal to moderate.
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