Assistant Valet Guest Service Manager - Auburn

Job Title: Assistant Account Manager 
Department: Valet Parking Operations
Reports to directly: Account Manager 
Schedule: Full Time
Status: Exempt
Compensation: Starting $40,000 - $42,500 
(Rates can vary by market and experience)

Position Summary:
The Assistant Account Manager supports daily operations by ensuring high-quality guest service, assisting with staff hiring, training, and performance management, and overseeing revenue, payroll, and claims. This role also works shifts as needed, ensuring safe and efficient vehicle handling and maintaining strong relationships with both account management and associates.

Primary Objective:
To support the successful operation of an assigned valet account by ensuring exceptional guest service, assisting with staff management and development, and maintaining operational efficiency through oversight of service delivery, financial performance, and safety standards.

Duties and Responsibilities:

Guest Service Leadership:
Provide hands-on guest service training to all associates, ensuring team members consistently meet or exceed PMC’s guest service standards. Monitor daily interactions to uphold a premium customer experience, fostering a welcoming environment that reflects the highest levels of hospitality.

Operational Oversight:
Supervise and coordinate all valet operations, ensuring safe and efficient vehicle parking and retrieval, as well as proper key handling and storage procedures. Take proactive steps to reduce guest claims (such as vehicle damage) and associate injuries through continuous monitoring and training on safety protocols.

Human Resources Support:
Lead and support key HR functions, including interviewing, hiring, onboarding, training, and performance management of associates. Ensure all team members are properly certified, follow company policies, and receive ongoing coaching and development to promote a high-performing team.

Service Standards, Appearance and Discipline:
Ensure all associates consistently uphold PMC’s service standards, maintain a professional, uniformed appearance, and deliver a high-quality guest experience. Support accountability through the administration of progressive discipline, following company policy to address performance or policy violations with fairness, consistency, and proper documentation, under the guidance of the Account Manager.

Client and Communication Management:
Maintain clear and consistent communication with both associates and client contacts. Anticipate client needs, address operational concerns, and resolve customer service issues proactively and efficiently, ensuring client satisfaction and contract retention.

Payroll and Reporting Oversight:
Conduct weekly audits of associate timecards, including review of clock punches, claimed tips, minimum wage adjustments, and vehicle counts. Follow up on discrepancies with associates and submit accurate reports by established deadlines to maintain payroll accuracy.

Revenue Management Support:
Assist with account revenue management by ensuring all shifts follow PMC’s Revenue SOPs, including the setup and maintenance of proper reporting processes to monitor and safeguard financial performance.

Team Development and Workplace Culture:
Identify and develop high-potential associates by providing ongoing skills training and leadership development to support internal promotions, using PMC’s resources and tools to build a strong, high-performing team. Foster a positive, team-oriented culture that encourages open communication, collaboration, and mutual respect, while reinforcing PMC’s commitment to hospitality and service excellence.

24/7 Operational Support:
Serve as a