General Manager Silvercar
I. POSITION OVERVIEW
Lead, guide and direct the daily activities of curbside pick and drop off base operations.
II. JOB RESPONSIBILITIES
Build, lead and develop a high functioning, technologically savvy team of full-time and part-time concierge and fleet personnel in the delivery of concierge level service.
Work with HR on pro-active staff planning, interviewing, hiring and on-boarding activities.
Create and maintain staff schedules to accommodate utilization requirements.
Perform dispatch functions for timely and effective local market customer pick-ups, car access and drop-offs.
Maintain the fleet according to detail specifications, including monitoring vehicle service requirements. Build and maintain an effective Audi dealership relationship.
Provide customer support on questions regarding reservations, service, pricing, billing and other inquiries or issues related to service delivery, including coordinating or handling roadside assistance as necessary.
Perform ops activities, including customer pick-ups and drop-offs as necessary to meet customer and scheduling needs.
Conduct local market outreach to potential customers, specifically with lodging and meeting/event venues to help build Silvercar awareness and increase utilization.
Maintain positive airport relations.
Any other activities necessary to build and maintain effective operations, increase utilization and provide the definitive concierge level experience.
III. ACCOUNTABILITIES AND PERFORMANCE MEASURES
Customer schedule fulfillment ? on-time pick-up and drop off
Utilization ? 70% average utilization
Pro-active staffing and performance measurement
Effective customer relations and concierge level service delivery
IV. ORGANIZATIONAL ALIGNMENT
Reports directly to the VP of Finance/Operations
Supervises 8-10 FTE?s 7 days/week
Bachelor?s degree or some college with equivalent years experience
Rental car industry experience ? 3-5 years preferred
Supervisory experience ? 5-7 years
Retail service experience
Demonstrated problem solving abilities
Excellent verbal and written communications, including effective listening skills
Ability to effectively handle and resolve difficult customer interactions
VI. ENVIRONMENTAL JOB REQUIREMENTS AND WORKING CONDITIONS
Week-day and weekend hours
||San Francisco, CA |