Director, Auxiliary Services

Washington, DC
Jul 31, 2019
Aug 29, 2019
Full Time
The Kennedy Center is the nation's busiest performing arts center, hosting approximately 2,000 performances each year for audiences numbering more than 2 million. We are currently seeking a Director of Auxiliary Services to join our team!

The Director of Auxiliary Services is responsible for overseeing the day-to-day operations, financial, and administrative management of the Kennedy Center's parking facilities, passenger shuttle service, and the taxi dispatching service, including operations, staffing and maintenance. The Director will routinely interact with supervisory and line staff, contractors, personnel from other Kennedy Center departments and external vendors to ensure efficient daily operation of the services for which the Director is responsible.

Duties and Responsibilities:

30% Operations

Manage daily garage, shuttle and taxi operations, to include:
  • Ensure garage is open and operating during established hours, and shuttle service and taxi dispatching are provided during established hours.
  • Oversee the daily activity of supervisors, cashiers, drivers, dispatchers, and any other staff to process and document parking transactions, transport customers by shuttle in a timely and safe manner and provide adequate availability of taxis for customers.
  • Monitor staff adherence to established parking policies and procedures for processing parking transactions, including voucher, validation and exception transactions; processing credit cards, including complying with PCI requirements; and money handling, including full accountability and security for all cash banks and cash receipts.
  • Promote maximum throughput at entries and exits of the Parking Facility, and circulation within the Facility, by managing entry and exit queuing, including traffic control and vehicle and pedestrian safety; monitoring load factors; monitoring Facility and parking control system (PARCS) operating condition and status; and notifying appropriate parties and taking action on problems, potential problems or safety risks.
  • Ensure assistance is available to patrons needing intercom assistance or other customer service and enforce established customer service principles and hospitality standards.
  • Monitor shuttle timings and vehicle conditions to ensure shuttle service conforms to established headways and service levels.
  • Oversee procurement of adequate supplies for operations.
  • Manage monthly parking and discount badge parking functions for Kennedy Center staff and affiliates
  • Coordinate with third-party operator on operational issues for public monthly parking.
  • Assume leadership in resolving day-to-day operational, management and customer service problems.
  • Develop annual budget for operations.
  • Oversee development and/or updating of Standard Operating Procedure Manuals.

20% Financial

Manage the financial oversight functions of the parking, shuttle and taxi dispatching, to include:
  • Oversee timely preparation of all required daily, weekly, monthly and annual reports and reconciliations, including responding to requests from other departments for additional information or data.
  • Finalize operating budget.
  • Monitor budget performance on a monthly and annual basis, including variance analysis, and develop recommendations for efficiencies and other cost cutting measures.
  • Perform internal audits to monitor compliance with established parking policies and procedures for transaction processing, including exception transactions, credit card processing and cash handling.
  • Perform internal audits to monitor compliance with established policies and procedures for vouchers and validations.
  • Review operational volumes and other data to measure financial and operational performance and identify areas for efficiencies, increased productivity and improved service levels.

20% Administration

Manage the administrative functions of the parking, shuttle and taxi dispatching, to include:
  • Develop and regularly update Standard Operating Procedures Manuals for all aspects of the parking, shuttle and taxi dispatch operations.
  • Establish customer service principles and hospitality standards.
  • Monitor the operation of the presale and voucher functions of the parking control system (PARCS), and coordinate with other departments to address issues as they arise.
  • Provide training and assistance to Kennedy Center staff on the use of the presale, voucher and validation systems, as required.
  • Manage contract with third-party operator, including the collection of monthly license fees, any reimbursements owed, and the audit of operator data and reporting on a monthly basis.
  • Special projects as may be requested by other Kennedy Center departments from time to time.

10% Staffing

Manage daily staffing activities, to include:
  • Schedule adequate staffing levels for the demands of operations.
  • Ensure compliance of the requirements of the union contract as applicable, including time frames for action and avoidance of the perception of disparate treatment.
  • Monitor employee performance and refer for specific training (cash handling, paperwork, customer service, etc.) or discipline those individuals who cannot or will not perform to prescribed standards.
  • Provide input into union contract negotiations.

10% Employee Relations/Employee Development

Oversee employee relations/employee development, to include:
  • Hiring, promotion, disciplinary actions (including dismissal), and implementation of pay adjustments and promotions of facility personnel, as appropriate and approved by the Director, Auxiliary Services and in conjunction with Human Resources, as well as in compliance with the requirements of the collective bargaining agreement, as applicable.
  • Develop and administer training Programs, including initial on-the-job functional training for new hires, customer service training, safety and emergency training, and remedial training as warranted.
  • Participation in union contract negotiations.
  • Conceptualize, develop, and implement programs to foster staff development and employee training, improve service levels, and enhance staff motivation and dedication.

10% Maintenance

Manage day-to-day (non-infrastructure) cleaning, maintenance and repair activities of the Parking Facility and vehicles, to include:
  • Inspect the facilities and vehicles on a regular basis to identify safety, cleanliness, service or other conditions which need to be addressed.
  • Arrange for PARCS maintenance and service calls as required.
  • Ensure shuttle vehicles are in safe condition for operating.
  • Manage related vendor contracts, to include contract management, scheduling, coordination of on-site work, quality control, testing or approval of completed work, and contract closeout.
  • Ensure all maintenance work is performed in compliance with safety and other standards.
  • Coordinate with Facilities, Security and Project Management staff as necessary on these tasks.

N/A Responds to the needs and requests of Kennedy Center management and staff in a professional and expedient manner, adheres to all employer policies and procedures, and other duties as assigned.

Key Qualifications:
  • You have seven to ten years of experience with parking garage operations and management, including knowledge of industry best practices, standards and methods for garage management and parking revenue control.
  • You have a demonstrated success of managing employees and providing leadership for a large and diverse population of workers, including the ability to work with and manage a unionized workforce.
  • You have a demonstrated ability to manage large, complex computerized revenue control systems.
  • You have experience with large-scale event parking.
  • You have experience with operating a small-scale shuttle service.
  • You have a demonstrated ability to manage parking operations with long operating hours, multiple customer groups and widely varying levels of demand.
  • You have experience with financial analysis and reporting for parking operations, including development and enforcement of internal controls and audits.
  • You have experience with employee relations/employee development in a union environment.
  • You have excellent written and oral communication skills, including report writing and presentations.
  • You have experience building and delivering parking operations related training programs.
  • You are proficient in Excel, PowerPoint and Word.

Physical Demands

While performing the duties of this job, the employee is regularly required to communicate in person and on the telephone. The employee is frequently required to use hands to finger, handle, or feel in order to operate computer keyboard, office equipment, and other essential tasks. The employee is frequently required to sit, stand, walk, bend, stoop, crouch, and reach with hands and arms. This position infrequently lifts, carries, or otherwise moves and positions objects weighing up to 25 pounds.

Work Environment

The noise level in the work environment is medium, consistent with working in an enclosed garage and in traffic.

No travel is anticipated.

The John F. Kennedy Center for the Performing Arts is a world premier performing arts organization and our nation's cultural center. Diversity is a critical component of our mission, vision, and values. Our staff exhibits a wide variety of perspectives and experiences which enable us to foster and strengthen an environment of diversity and inclusion. We offer a comprehensive range of benefits including medical, dental and vision insurance, paid vacation and sick leave, and a 403(b) retirement plan.