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Parking and Security Manager - Embassy Suites Grand Rapids Downtown

Position Summary

Responsible for the managing and oversight of all parking and security services and operations for the Embassy Suites and Big E’s Sports Grill. This position will ensure the safety and security of guests and team members, along with handling guest, property, and Team Member issues that arise, according to Suburban Inns’ Core Values and Suburban Inns/Hilton standards, going above and beyond to ensure that guests are 100% satisfied.


Essential Functions

  • Report to work in professionally appropriate attire, presented neat and clean
  • Greet all guests in a friendly, positive manner.  Ask questions of guests and make personal connections to make them feel they are welcome and valued
  • Anticipate and meet the needs and expectations of our guests, then go one step further
  • Be prepared to work various shifts
  • Direct and coordinate the activities of all security personnel, engage in the implementation of safety and security procedures for the department, and provide assistance and advice to other departments in relation to security
  • Ensure security systems and procedures are operating correctly,
  • Maintain a ledger of keys (MOD, Bank Keys, safe, etc.) and who they are assigned to
  • Ensure the managing all shift activity, including expediting high demand times, providing outstanding services, protecting the company’s assets, seeking maximum profitability and collaborating all three properties parking efforts successfully.
  • Assist in the development, administration and implementation of safety incentive programs and safety training classes. Visually identify, correct and record safety hazards.
  • Conduct regular patrol of the property to ensure all areas are safe and secure.
  • Display the essential hospitality attitude/professionalism when dealing with internal and external guests; communicate verbally and nonverbally with them in a pleasant and professional manner.
  • Complete all Hilton required brand orientation and service training programs.
  • Engage with brand initiatives and parking requirements for brand standards and compliance.
  • Work with all parking vendors for system training.
  • Coordinate with government and law enforcement agencies as necessary
  • Coordinate routine audits for parking services accuracy in capturing all revenues.
  • Develop, maintain, communicate and train (on-going) proper parking procedures.
  • Recognize, hold accountable, report and follow up with any damage or accident involving a guest’s vehicle or property or any asset of the property.
  • Schedule staff accordingly, paying very close attention to special events and downtown activities.
  • Ensure handling of all outstanding guest/associate concerns in regards to parking services, communicating to the Assistant General Manager 
  • Create a productive and positive environment throughout the hotel; foster a good relationship with all associates and all departments.
  • Empower all associates to provide outstanding service.
  • Ensure that staffs keep all parking areas clean, neat and organized.
  • Complete work on special projects as assigned and make sure to meet due dates.
  • Work with Human Resources and Assistant General Manager on potential new staff hires.
  • Know how to hire, train and develop parking and security staff.
  • Ensure parking equipment is operational and efficient.
  • Ensure all associates are in proper uniforms, being productive and representing Suburban Inns with professionalism and a drive to exceed our customer’s expectations.
  • Attend weekly Event/BEO Meetings
  • Supervise parking and security staff to ensure that they are adhering to all Suburban Inns/Embassy Suites policies, procedures, regulations and standards, while striving towards total guest satisfaction
  • Assist with needed associate documentations including one-on-one performance audits
  • Attend all trainings and assist with the training of new staff members
  • Maintain a visible and routine presence/relationships with parking staff and Management Team
  • Routinely inspect parking garages/flat lots for possible equipment repairs/malfunctions and to check on cleaning procedures/needs
  • Assist to ensure routine parking power spraying and painting is being scheduled and performed.
  • Maintain a high level of communication with our parking and leadership teams regarding Embassy Suites/Big E’s and community events that could impact our parking operations
  • Professionally handle all parking damage claims and guest concerns
  • Maintain accurate accounting and proactively coordinate optimal number of monthly parkers
  • Ensure guests and employees receive proper security escorts, as required.
  • Be familiar with all emergency procedures and be able to act upon them.
  • Attend management and staff meetings
  • Rotate Manager on Duty shifts over the weekends and holidays for the hotel
  • Maintain a positive attitude throughout the day, and keep Team Member morale high
  • Ensure QA compliance with Hilton/Embassy Suites standards
  • Exhibit regular and recurrent attendance records


Position Requirements:

Minimum Knowledge:        Requires ability to interpret / extract information and / or perform arithmetic functions.  Requires typing, record keeping, and/or word processing.  Good communication skills

Formal Education and Job-Related Experience:           This position requires a minimum formal education of a high school diploma or equivalent related experience, as well as two years of parking and/or security experience.

License, Registration, and/or Certification Required:  Strong interpersonal and communications skills.  Excellent driving record, valid driver’s license. TIPS, CPR.


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