The role of the Baton Rouge, LA Greyhound City Manager oversees all aspects of customer experience and daily operations, emphasizing punctuality and ensuring customer satisfaction across terminal touchpoints and interactions. Additionally, it involves fostering effective employee relations, adhering to audit and budgetary benchmarks.

Greyhound seeks an individual who is passionate about delivering exceptional customer service, capable of leading teams to achieve operational excellence while fostering positive labor relations and community engagement.

Key Responsibilities

Leadership and Development:

• Select, train, and mentor managers, supervisors, and drivers, ensuring alignment with customer service and operational standards, as well as regulatory compliance.
• Conduct regular performance evaluations and provide ongoing support to enhance staff capabilities.

Customer Experience Management:

• Uphold the highest standards of customer service, promptly addressing and resolving escalated complaints to maintain satisfaction levels.
• Monitor and enforce company guidelines for employee appearance, training, and compliance.

Operational Compliance:

• Ensure adherence to safety and environmental standards, overseeing safety meetings, incident investigations, and compliance with DOT and FMCSA regulations.
• Manage cash control and accounting practices, developing budgets and controlling operating expenses.

Sales Initiatives and Analysis:

• Develop strategies to boost sales, conducting market analysis to identify opportunities for enhancing competitiveness and customer engagement.

Employee Development and Labor Relations:

• Provide feedback and training to employees using tools like DriveCam and customer feedback to identify strengths and areas for improvement.
• Collaborate with HR to address harassment complaints and investigate allegations thoroughly, maintaining good labor relations and resolving grievances as needed.

Community Engagement:

• Actively engage with the community, representing the company positively and fostering strong relationships with stakeholders.

Qualifications:

• Experience in hospitality or customer service (minimum 3 years), with demonstrated management and supervisory skills.
• Proficiency in human resources practices is advantageous.
• Strong planning, budgeting, and safety management skills (minimum 3 years).
• Ability to innovate solutions to enhance customer loyalty and satisfaction.
• Proficient in labor relations, collective bargaining agreements, and conflict resolution.
• Excellent interpersonal and analytical abilities, with strong communication and listening skills.
• Demonstrated discretion and diplomacy in dealing with internal and external stakeholders.
• Capacity to analyze data and make informed decisions to drive operational excellence