Director of Operations - Valet & Parking Services - Kaleida Health System

Towne Park is a leading hospitality services company dedicated to delivering exceptional experiences to millions of patients, visitors, and guests across its locations. Founded on the principle of creating smiles and making a meaningful impact every day, Towne Park emphasizes compassionate service, customer satisfaction, and positive workplace culture. Their commitment extends beyond basic service provision; they strive to ease anxieties for patients and their families, create memorable experiences for guests, and foster a collaborative environment for employees. As a company, Towne Park prides itself on its ability to positively affect its community and clients, underscoring the importance of every interaction and every role within the organization. This focus on impact and service has established Towne Park as a trusted name in the hospitality industry with a reputation for operational excellence and dedicated client relationships.

The role of Director of Operations at Towne Park is a highly influential leadership position responsible for managing one or several specific sites within the company. The position requires direct accountability for the operational leadership of these sites to achieve targets related to financial performance, client and guest satisfaction, employee engagement, retention, and business development goals. The Director of Operations ensures that resources are allocated and directed effectively to implement business plans and corporate initiatives while embedding the Towne Park culture at the site level. With an annual base pay range of $93,000 to $103,000 and potential for bonus incentives, the role offers a rewarding career path in hospitality management.

This position encompasses multiple key responsibilities including leading teams to meet financial and operational goals, developing and managing the site operating budget, marketing and sales plans, and capital budgets. The Director partners with hotel leadership to resolve property issues and champion customer service excellence. Additionally, the role involves training and coaching operational leaders and support staff to ensure compliance with contracts, legal standards, and internal policies.

A significant part of the role is driving performance metrics and business process improvements to enhance efficiency and operational effectiveness. Building and maintaining strong relationships with clients, associates, and potential customers is essential to support client retention and growth opportunities. This Director works closely with sales management to develop strategies for business development and lead generation while presenting Towne Park’s services to current and prospective clients.

Furthermore, the Director plays an active role in workforce management by collaborating with Talent Engagement and Talent Acquisition teams. This involves analyzing labor trends, forecasting staffing needs, facilitating recruitment, and supporting development programs for management talent and high-potential employees. The role also includes overseeing training programs to ensure alignment with business objectives and preparing staff for advancement.

Towne Park offers its employees comprehensive benefits including medical, dental, vision, accident, and critical illness insurance, as well as company-paid life and disability insurance. Employees can also participate in a 401k retirement savings plan and accrue paid time off along with paid holidays and floating holidays throughout the year. The company fosters a supportive working environment that can accommodate individuals with disabilities, emphasizes safety, and encourages work-life balance.

The Director of Operations position demands strong leadership, strategic planning, and financial acumen, combined with excellent communication and interpersonal skills. Candidates must demonstrate the ability to manage complex projects, work under pressure, and effectively engage with diverse teams and clients. This role is essential to Towne Park’s mission of creating smiles daily and making a lasting impact through exceptional operational leadership and service excellence.