Nicolas Coplen

The Account Manager directly oversees a Towne Park account and is responsible for account performance for financial, guest satisfaction, and client satisfaction objectives. DUTIES AND RESPONSIBILITIES -Financial and Business Systems Management -Understands and drives business metrics and performance -Understands the contractual agreement and recognizes ways to maximize opportunities -Demonstrates the ability to positively move the metrics for forecasting, productivity, claims, customer service, and turnover -Manages payroll -Ensures that forecasts, payroll and accounting reports are on time and accurate -Effectively utilizes standardized business systems as developed by Towne Park HUMAN RESOURCES -Is actively engaged in the recruitment and hiring processes -Fosters an environment that retains talented associates -Recognizes great performance and provides opportunities for top performers -Recognizes where the team needs to improve and properly trains and coaches -Identifies talent and helps develop future leaders -Conducts regular performance appraisals and provides feedback and coaching -Holds effective associate meetings -Delegates by allocating decision making and other responsibilities appropriately SERVICE MANAGEMENT -Ensures that the guest service experience is delivered consistently on all shifts -Works with the District Manager and Human Resources to forecast and plan for seasonal variances in business CLIENT RELATIONS MANGEMENT -Maintains regular meeting rhythms and communication channels with the client -Understands what objectives are important to the client and ensures the entire team is focused -Capitalizes on opportunities to grow Towne Park’s business by building client loyalty SYSTEMS AND STANDARDS -Fully understands and utilizes the systems provided by Towne Park to control assets and expenditures -Trains others or sees that they are trained to properly use the systems provided SAFETY AND RISK MANAGEMENT

Guest Service Captain in charge of ensuring guest satisfaction within the Valet parking department. Ensure staffing levels meet service levels. Coordinator for bell department as well ensuring timely completion of guest luggage assistance requests, handling of all guest service complaints within both departments.