Guest Services Director

3 weeks ago

Clearwater Beach, United States Evolution Parking & Guest Services Full time
Job Summary

The Guest Services Manager will oversee all aspects of parking operations, including valet parking, Forbes guest service standards, client relationships, team member performance, budget, revenue collection, systems management, guest and team member safety, training, staffing, payroll, and scheduling. This role is responsible for maintaining and fostering the luxury guest service reputation and keeping strong existing client relationships.

Key Responsibilities
  • Ensure the valet ramp is always properly represented by an Evolution team member and never left unattended without a Supervisor or Manager.
  • Work with the Supervisor frequently to stay close to the operation.
  • Work at the busiest times including evenings, weekends, holidays while properly leading the team.
  • Track hotel parking validations for reimbursement and integrity purposes.
  • Understand and drive business metrics and performance measurements to ensure effectiveness, high performance, and compliance.
  • Demonstrate the ability to positively move the metrics for forecasting, productivity, claims, guest service, and turnover.
  • Understand the contractual agreement with the hotel and recognize ways to maximize additional revenue opportunities for both Evolution and the client.
  • Understand the client's service standards, motto, values, and hotel 'lingo' while incorporating Evolution's core values.
  • Develop cohesive working relationships with the client's employees.
  • Understand what objectives are important to the client and ensure the entire team is focused on exceeding expectations.
  • Treat clients, team members, and third-party vendors with courtesy, respect, and dignity.
  • Practice preventative safety procedures daily as set forth by Evolution and the client.
  • Report all claims, accidents, and incidents to HR and the Area/Regional VP immediately, while handling appropriately, with urgency, care, and concern.
  • Meet the required Quality Assurance shop thresholds for completion and scores as outlined in the QA Performance policy and audit.
  • Manage uniform and ticket inventory.
  • Work with the Area/Regional VP to forecast and plan for seasonal variances in business to ensure proper staffing levels.
  • Adhere to Evolution's employment and payroll policies and procedures to limit exposure to employment claims and litigation.
  • Review and submit completed and accurate payroll to Corporate on a bi-weekly basis and not to exceed 50% of weekly revenue.
  • Work with the Talent Acquisition team to recruit new talent that can be future leaders at Evolution.
  • Ensure that each new team member is fully onboarded in our HRIS and fully trained prior to working on the ramp.
  • Recognize exceptional performance and provide opportunities for top performers to learn and grow.
  • Identify high-performing team members for Crescendo Academy and Crescendo Leadership developmental Programs.
  • Other duties as assigned.
Requirements
  • Associates Degree, High School Diploma, or GED required, or relevant working experience.
  • Understanding of general business practices including accounting, human resources, and customer service.
Preferred Qualifications
  • Experience in valet parking.
  • Valid US Drivers License.
  • 2+ years in a management position.
  • Experience with HRIS platforms, such as ADP.
  • Experience with Customer Service.
Benefits
  • Health, Dental, and Vision Insurance
  • 401K with company match
  • Employee Discounts with selected retailers
  • Paid Time Off and Company Paid Holidays

Evolution Parking & Guest Services is proud to be an Equal Opportunity Employer with opportunities for advancement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.

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