Parking Attendant Manager

Hilton Miami Blue Lagoon

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!
The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE
• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

DUTIES AND EXPECTATIONS
1. Happy Guests
• Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.
• Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
• Events: Awareness and support for all groups and events at the hotel.
• Technology: Understanding of relevant technology for each role.
• Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.
2. Spotless Cleanliness
• Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
• Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.
3. Product Consistency & Quality
• Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.
• Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
4. Teamwork
• Communication: Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.
SECTION TWO: Role Specific Duties and Expectations

The Parking Manager is responsible for the day-to-day parking operations of an assigned location or multi-location account/project. This role acts as the primary liaison with hotel guests parking, security, claims, third party parking and events parking while ensuring efficient operations, financial accountability, employee engagement, and superior customer service.

Responsibilities:
• Oversee daily operations to ensure compliance with company standards and client expectations.
• Act as primary point of contact for property management, clients, and customers, resolving issues promptly and professionally.
• Prepare and review daily, weekly, monthly, and annual financial and operational reports.
• Monitor, review, and analyze market rate structures to remain competitive and profitable.
• Ensure compliance with parking, security, and cash control procedures; participate in audits as needed.
• Drive revenue growth, expense management, and customer satisfaction through operational excellence.
• Recruit, train, lead, and develop a team of employees, including Assistant Managers and Team Leaders, fostering a high-performance culture.
• Identify high-potential employees to support organizational growth and succession planning.
• Oversee payroll processing, timekeeping accuracy, and collaborate with HR to ensure wage/hour compliance.
• Handle employee relations issues with fairness and alignment to company policy.
• Monitor facility maintenance and cleanliness, recommending improvements to enhance customer experience.
• Investigate, monitor, and resolve damage claims; implement safety programs to reduce risks and prevent recurrence.
• Work with General Manager to prepare budgets, financial forecasts, status reports, and personnel reviews.
• Ensure accurate daily cash deposits, monitor audits, and safeguard against inefficiencies or theft.
• Build and maintain strong client relationships to support business retention and growth.
• Implement and manage OSHA compliance and other required safety standards.
• Deliver on all client contractual requirements in partnership with leadership.
• Lead special projects, programs, and initiatives as assigned.
SECTION THREE: Success Metrics

Happy Guests
• Management Pe