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Towne Park · 1 hour ago

Account Manager - Hyatt Regency Indianapolis

Indianapolis, IN

Full-time

Onsite

Entry, Mid Level

$70K/yr - $70K/yr

2+ years exp

Towne Park is a hospitality services company dedicated to creating exceptional experiences for patients, visitors, and guests. The Account Manager is responsible for overseeing one Towne Park account, focusing on financial performance, guest satisfaction, and client relations to ensure effective service delivery.

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Hiring Manager

Amy Hines Pizarro, PHR, SHRM-CP

Responsibilities

Understand and drive 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

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

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

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

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

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

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

Qualification

Financial ManagementHuman Resources ManagementClient Relations ManagementService ManagementMS Office ProficiencyProject ManagementCultural AwarenessCommunication SkillsProblem Solving

Required

Knowledge of general business practices including accounting, human resources and customer service

Must be able to drive manual transmission

Must have and maintain a valid driver's license and clean driving record

For insurance purposes, must be at least 18 years of age and be able to pass a criminal background, MVR and drug screen

Preferred

Associate's degree preferred and a minimum of two (2) years of related experience and/or training; OR equivalent combination of education and/or experience