Valet Guest Service Manager - Tuscaloosa, AL

Description

Job Title: Account Manager / Guest Service Manager (GSM)
Schedule: Full Time
Status: Exempt
Compensation: Salary
Department: Valet Parking Operations
Reports to: Directly: City Manager / Area Manager

Position Summary
The Account Manager / Guest Service Manager (GSM) is responsible for overseeing the daily operations of an assigned account, ensuring exceptional service delivery to both clients and guests. This role involves managing associates, maintaining client relationships, overseeing financial aspects such as revenue and payroll, and performing valet duties as needed.

Primary Objective
To lead and support a team that delivers outstanding guest experiences while ensuring operational efficiency, financial accountability, and strong client satisfaction. The Guest Service Manager is committed to upholding company standards, fostering a positive work environment, and maintaining seamless parking operations.

Duties and Responsibilities:

1. Client Relationship Management
Serving as the main point of contact for each property, the Manager fosters open communication, promptly addresses concerns, and ensures that contractual obligations are consistently met. By building trust with hotel stakeholders and proactively seeking feedback, the Manager creates strong, long-term partnerships that support service improvements and additional business opportunities.

2. Daily Operational Oversight
On a day-to-day basis, the Manager handles scheduling, staffing, and quality assurance at each location. Frequent site visits help identify and resolve operational issues -such as equipment malfunctions or process inefficiencies—while maintaining consistent standards of customer service.

3. Financial & Administrative Tasks
Although broad financial planning typically resides with higher-level leadership, the Manager tracks site-level revenue, payroll, and expenses to highlight trends or irregularities. By collaborating with the Regional Director on cost-control measures and accurate record-keeping, the Manager ensures each site remains financially sound and aligned with budget expectations.

4. Team Supervision & Training
The Manager recruits and trains hourly associates, setting clear performance goals and offering ongoing coaching. By modeling professional behavior and upholding company policies, the Manager maintains a supportive environment that promotes both employee satisfaction and strong customer service outcomes.

5. Communication & Reporting
Regular status updates - such as weekly summaries and performance reports - keep the Regional Director informed of progress, challenges, and needs across all accounts. In emergencies or time-sensitive situations, the Manager may use personal devices to coordinate quickly with staff or leadership.

6. Travel & Additional Responsibilities
In the event of management of multiple sites, travel is expected for inspections, account support, and new site rollouts. Additional tasks may be assigned as needed to ensure smooth operations and uphold company objectives.

7.Additional Responsibilities: 
Other tasks may be assigned as needed to support the company’s overall operational and financial objectives, with the expectation that the management remains flexible and responsive to evolving business needs. Attend required staff meetings and complete assigned training modules in a timely manner.
 

Qualifications

Knowledge, Skills, and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Operational Know How: Experience in scheduling, workflow optimization, and service quality monitoring to keep daily operations running efficiently.
• Adaptability & Problem Solving: Capacity to handle shifting priorities, resolve unexpected operational hurdles, and adjust work plans accordingly.
• Technological Proficiency: Comfortable with scheduling, revenue management, and communication tools relevant to multi-site parking operations.
• Education/Experience: A high school diploma or GED is required, with at least three years of supervisory experience in parking, hospitality, or a similar customer service field. Additional training or certifications in leadership or business management is beneficial.
• Work Environment and Physical Demands: Work occurs in or around parking facilities and hotel properties, which may require standing or walking for extended periods. Exposure to both indoor and outdoor conditions is common.  Requirements may include extended periods of standing, walking, and the ability to lift moderate weights when necessary. Specific vision abilities—close, distance, peripheral, depth perception, and focus adjustments—may be required to ensure on-site awareness and safety.

Pay Transparency:

PMC is committed to pay transparency and equity among all employees and provides employees an environment where pay transparency and dialogue on compensation are allowed. PMC complies with Equal Employment Opportunity laws as well as federal, state, and local laws on compensation, pay transparency, and pay equity.

Additional Compensation and Benefits

• Health Benefits: Medical, vision and dental insurance
• Supplemental Insurance: Life insurance and critical illness
• Bonus opportunities
• Internal leadership development program
• Paid time off
• Paid training
• Tuition assistance through Belleview University
• Nationwide discounts through Perks at Work
• Military friendly employer

Fair Labor Standards Act (FLSA):

This position is classified as exempt under the Fair Labor Standards Act (FLSA), meaning employees in this role are not eligible for overtime pay for hours worked beyond 40 in a workweek at a rate of one and one-half times their regular hourly rate. PMC adheres to all applicable federal, state, and local wage and overtime laws, ensuring that compensation complies with these legal standards. 

PMC is compliant with all state workman’s compensation laws.

Employee Leave:

PMC is compliant with all state specific required and FMLA paid leave requirements, such as sick leave, state paid family leave, etc.

Equal Employment Opportunity (EEO) Statement:

Parking Management Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

ADA and Equal Employment Opportunity (EEO) Compliance:

Parking Management Company will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and ensure equal employment opportunity.

This job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.