Guest Services Manager

4 weeks ago

Miami, Florida, United States Evolution Parking & Guest Services Full time
Job Description

About Evolution Parking & Guest Services

We are America's exclusive provider of specialized valet parking and front door services for hotels and resorts nationwide. Our team operates and manages parking and front door services at top hotels like the Waldorf Astoria, Renaissance, Hilton, Marriott, Sofitel, Hyatt, and more.

Our focus on the hotel industry allows us to provide a sophisticated guest service platform without distractions. We prioritize client relationships, team member performance, and maintaining budget and revenue collection.

Job Summary

The Guest Services Manager will oversee all aspects of parking operations, including valet parking, maintaining Forbes guest service standards, prioritizing client relationships, motivating team member performance, and managing budget and revenue collection. This role is responsible for maintaining our Luxury Guest Service oriented reputation and fostering strong client relationships.

Key Responsibilities

  • Ensure the valet ramp is always represented by an Evolution team member and never left unattended without a Supervisor or Manager.
  • Work closely with the Supervisor to stay informed about the operation.
  • Lead the team during busy times, including evenings, weekends, and holidays.
  • 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 impact metrics for forecasting, productivity, claims, guest service, and turnover.
  • Understand the contractual agreement with the hotel and identify 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 the client's objectives and ensure the 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 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.

Skills

  • Strong customer service and client relationship skills.
  • Excellent oral and written communication skills.
  • Strong technology proficiency.
  • Strong organizational skills with a proven track record of meticulous attention to detail and accuracy.
  • Ability to collaborate effectively and work as part of a team.
  • Exceptional attention to detail and able to multitask in a fast-paced, deadline-driven environment.

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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