Valet Manager - MKE Airport

FLSA Status: Exempt

Employment Type: Full-Time

Salary: $55,000 - $60,000

Location: Milwaukee Mitchell International Airport - MKE

Position Description Summary:

Manage all elements of the valet operations to contractual expectations, focusing on service expectations, increasing financial performance, cost controls, revenue management control, and physical integrity of property. The Manager provides leadership and direction to department staff, overseeing the operations and other transportation initiatives.

Essential Responsibilities of the Position:

• Provides training and mentoring to staff members. Training and mentoring may include formal training on specific skills required of J|D staff and/or on-the-job training and mentoring, which may be of a technical nature, or focus on any other key professional skills required for success at J|D.
• Provides critical feedback to staff on an as needed basis. Has a full understanding that critical feedback is given as the means to maximize the value of associates to clients. Staff should be made aware of skills and behaviors that are valuable to clients as well as those that are not. Feedback should always be given in a neutral and fair environment and the dialogue should be conducted in a fully professional manner.
• Develops directly reporting supervisors and team members to create a highly engaged environment
• Assist with parking operation duties as necessary, such as increased volume during holidays and peak season, filling in for staff in emergency situations or even scheduling yourself with your team for training and accountability
• Staff documentation and disciplinary actions are to be carried out by the person in this role.
• Oversee team member audits and follow-up to ensure all guidelines and policies are followed
• Encourage team member development and participate in employee interviews and annual performance reviews for all positions.
• Leads teams, internal or external, through visioning, stakeholder assessment exercises and strategy development exercises
• Gives direction in a clear and concise manner to staff that have sufficiently proven their ability to deliver without excess supervision
• Offers consistent and timely feedback to hourly staff to ensure effective communication between management and staff
• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
• Ensure appropriate and timely investigation response to guest and employee concerns
• Meet with the client to develop daily work plans, review staffing schedules, and address any issues or concerns with the operations
• Provide written and verbal weekly summaries on the operation to the VP and Director of Operations Services
• Responsible for hiring, training and development of all staff (Asst. Manager, Supervisor, Valet Attendants) Create and maintain pertinent staffing schedules
• Responsible for managing all employees by setting work expectations and leadership standards
• Grows and maintains a body of contacts through which future work can be developed. Recognizes the strategic benefit in forwarding opportunities to specific individuals and firms when appropriate.
• Coordinate parking and transportation activities with the client and other departments
• Develop and implement programs to improve guest and employee satisfaction
• Work closely with the client by attending weekly or daily meeting with GM and Management to build a relationship, report on the operations, and ensure expectations are met
• Manage operating budgets, labor and non-labor budgets
• Uphold and implement programs to support community involvement and property management initiatives involving parking and valet operations
• Planning and executing customer service initiatives and daily game plans
• Submission of various reports to specified client personnel – Incident, deposit, daily field, monthly usage, and monthly operating statement
• Assurance of correct submission of property / departmental payroll with focus on controlling labor cost and maximizing revenue
• Responsible for accuracy of work from departmental supervisors
• Internal reporting and budget factoring
• Internal / external audit scheduling and supervision

Knowledge, Skills, and Abilities:

• Leader - leads by example, supports growth agenda, strong public persona and industry presence
• Motivator - supports and inspires staff to accomplish the mission, vision, and values of the firm
• Financial Management – able to prepare, justify, and/or administer the budget for program areas.
• Decision making – able to make sound, well-informed, and objective decisions; able to perceive the impact and implications of decisions. Can commit to action even in uncertain situations in order to accomplish organizational goals.
• Customer Service – Able to assess the needs of the customers, provide information or assistance, resolve issues or problems and satisfy expectations. Knows about available products and services and is committed to providing quality work.
• Communicator - business developer, professionally leading the firm as a national service provider. Able to effectively communicate with team members and management.
• Innovator - forward thinking, can imagine the possibilities of a national practice.
• Highly organized. Able to multi-task to accomplish desired productivity levels and outcomes.
• A high level of integrity.
• Above average time management skills.
• Expert problem solver - Able to identify problems, determine accuracy and relevance of information and use sound judgment to generate and evaluate alternatives and make recommendations.
• Above average reasoning ability. Able to identify rules principles, or relationships that explain facts, data, or other information; analyze information and make correct inferences or draw accurate conclusions.
• Expert in Microsoft Office Suite applications.
• Must be self-motivated, fast learner, with a high attention to detail.
• Must be available to work on weekends, holidays and nights, as required by season and role
• Must be able to work outdoors in varying weather conditions, walking/traveling to multiple locations on property throughout the day
• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible

Education and Experience:

• Four-year college degree a plus
• Minimum 3 years of operations management experience in hospitality industry, including experience in guest and/or customer service (parking industry preferred)
• Working knowledge of Kronos time-keeping, and parking revenue control systems a plus

Licensing/Certifications:

Valid in-state driver’s license with a clean driving record. Ability to pass the Airport’s background check for security badging.

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand or sit for long periods of time, bend, use hands to manipulate (type), perform repetitive motions, talk and hear; walk; sit, and lift up to fifty (50) pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral visions, depth perception and the ability to adjust focus. The majority of the time the employee will be in the operations and for periods of time may be exposed to the elements which can include extreme heat, rain, snow and frigid temperatures.

Mental Demands:

While performing the duties of this position, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems, use math and mathematical reasoning; observe and interpret situations; learn and apply new information or new skills; work under deadlines with occasional interruptions, and interact with staff and other organizations. Must have the ability to handle stressful situations in a calm, professional manner and exhibit good judgment.

Reporting Relationships:

Position reports to the General Manager

Supervisory Responsibility:

Assistant Manager, Valet Attendants, Ground Transportation Attendants

This position description is intended to describe the general nature and level of work being performed by a person assigned to this job. This is not to be construed as an exhaustive list of all duties that may be performed by an employee so classified.

Jacobsen|Daniels is an Equal Opportunity Employer and strives for diversity. J|D, in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets