Job Description

Job Description
POSITION SUMMARY

The Operations Manager will provide professional, courteous and compassionate guest services for patients, visitors, and guests while meeting hospital standards. The Operations Manager will manage and coordinate all activities related to the Valet operation. Proactively approach, greet and acknowledge all customers in a friendly, professional manner and provide quick, responsive customer service. Responsible for all other duties assigned.

POSITION RESPONSIBILITIES

Ensure each guest receives outstanding service by providing a friendly environment, which includes proactively greeting and thanking each guest.
Manage and coordinate all activities related to valet operation.
Recommend measures to improve performance, guest satisfaction and increase efficiency.
Administer Corporate Service Standards and Hospital Service Expectations.
Maintain established policies, procedures, objectives, quality assurance, safety and environmental and infection control.
Recruit and hire qualified applicants for each position; ensuring adequate staff to meet operational requirements.
Ensure on-going training, promotions, performance reviews, driving evaluations, employment termination, and disciplinary measures are administered according to policy and procedure.
Assist each guest into and out of their vehicles by opening/closing car doors, and retrieving/storing wheelchairs/strollers and belongings.
Ensure quality assurance and management visibility at all times to maintain high standards of quality, reliability and safety.
Motivate and persuade team members to provide exceptional service.
Keep work area clean of debris.
Ensure established dress code and hygiene guidelines, including being properly identified are consistently applied and followed.
Act as liaison with client and hospital administration for communication of and preparation for peak and off-peak traffic flow (i.e. Holidays or excessive appointment days).
Prepare schedules and compile payroll data
Ensure labor and expenses are managed within budgetary guidelines.
Process deposit verifications and audit cash flow, tip pool, ticket counts, key counts, car counts, HPS coupons, hospital vouchers, and management-approved complimentary parking.
Conduct lot inspections and suggest functional improvements.
Monitor traffic patterns and valet activity to prevent injuries and guest claims.
Promptly investigate claims, providing support whether denied or approved.
Investigate guest complaints and communicate resolution.
Ensure timely ordering and replacement of supplies, signage, and uniforms, as necessary.
Perform other duties as assigned or requested.

Minimum Requirements

Proven ability to manage, train and develop a team.
Proven experience building and maintaining professional working relationships.
Proven background managing multi-task operations
Ability to implement policies and procedures.
Experience preparing and/or maintaining a budget.
Effective verbal and non-verbal communication skills.
Ability to work in an environment that is not necessarily protected from weather and temperature changes with exposure to hot, cold, wet, humid or windy weather conditions for long periods of time.
Must be able to meet health requirements such as TB test, Hepatitis screen, Rubella, etc.
Must be able to lift, push, pull objects up to 50 pounds with reasonable accommodation, and exhibit full range of motion including standing, bending, stooping, kneeling, reaching, twisting, lifting, pushing, pulling, climbing, balancing and crouching.
Ability to operate a standard and automatic transmission, if required.

* Must have a valid driver's license.

Able to act independently and make accurate decisions with exceptional focus on attention to detail.
High degree of ability controlling flows of traffic and valet lanes.
High degree of attention required preventing injury to others and damaging to vehicles when operating vehicles to and from location.
Ability to demonstrate exceptional service and interpersonal skills that are interpreted as positive and customer service oriented.
Understand and respond appropriately to basic customer and employee inquiries.
Ability to analyze and solve problems,
Must maintain confidentiality of patients, visitors, staff and guests.
Ability to operate equipment in assigned area.