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  • STRIVE TO BE THE BEST!

    You guys have been absolutely crushing it and the client is extremely satisfied with our performance. As a team we do not settle, the late great Kobe Bryant once said, "job's not finished," we must have that same mentality.

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    We are going to tighten up the screws and keep improving until we are the greatest valet team in the world. There is no reason we cannot be better than the valets at The Hermitage Hotel or the bell men at the Montage in Laguna Beach, and that's exactly what we are going to do together.

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    We have all committed one of these offenses at one point or another myself included, but now is the chance to set our standard and not settle for anything less than perfection!

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    Please review each slide and sign the digital acknowledgement at the end of the presentation to receive credit.

  • STAY POSTED UP!
    When you are not busy parking cars, stand in your designated spot and be ready to help guests. Look at the picture to see where you should stay. You must do this every time you are waiting for a vehicle. Look at these next pictures to see what things you should not do while you are standing there.
  • STAY POSTED UP!
    Do not lean or sit against any walls in guest facing areas, looking alert helps with a guest's first impression more than you know!
  • STAY POSTED UP!
    Never drink a water bottle or any beverage in any guest facing area.

    Your hands should be behind your back or crossed in the front, never in your pockets in a guest facing area.
  • STAY POSTED UP!
    The only time you should be on your phone in a guest facing area is when you are using the PMC technology for immediate guest assistance.
  • STAY POSTED UP!
    Do not charge your phone in any guest facing areas(pictured location and on top off water station are off limits). If you need to charge your phone you can plug it into the outlet in the valet closet.
  • STAY POSTED UP!
    There is no scenario where the valets on shift should be huddled up on a shift. Be ready for anything!
  • BE A PROFESSIONAL!
    Whenever you are around a guest or hotel manager you need to act professional. The example above shows two valets engaging in a personal conversation as a guest walks by. When you see a guest you need to pause your conversation, greet the guest and not resume your conversation until you are no longer surrounded by a guest or hotel manager.
  • BE A PROFESSIONAL
    Avoid conversations in the lobby or guest facing areas.

    This particularly applies to loud volume, unrelated to work, non urgent conversations.
  • BE A PROFESSIONAL
    If you are speaking with a hotel staff member and guest starts approaching them, end your conversation immediately and let them help the guest.
  • BE A PROFESSIONAL!
    Never smoke or vape in any guest facing areas.
  • BE A PROFESSIONAL
    Every guest should receive assistance with doors and luggage no matter what, instead of "Do you need help with your luggage?" say "Let me help you with those bags."

    End any personal conversations the second a guest enters the drive.
  • BE A PROFESSIONAL
    There is no scenario where there isn't at least one valet on the drive at all times. Every guest should be greeted almost instantly.
  • TAKE PRIDE IN YOUR SPACE!
    Make sure the carts don't get cluttered up and stay organized, there should be an even amount of carts in the opposite corners(see next slide)
  • TAKE PRIDE IN YOUR SPACE!
  • TAKE PRIDE IN YOUR SPACE!
    Do not allow ride share and food delivery drivers to loiter in the valet lane. We need to get their keys no matter what if they are parked on property, the vehicle should never be left unattended.
  • TAKE PRIDE IN YOUR SPACE!
    Never leave the key stand open and unattended. Keep this area clean and organized.
  • TAKE PRIDE IN YOUR SPACE!
    Ensure the signage is set up properly at all times. This shows how it should look at all times
  • TAKE PRIDE IN YOUR SPACE!
    Never leave water bottles or trash in any guest facing area.
  • TAKE PRIDE IN YOUR SPACE!
    Make sure the fridge stays stocked with water at all times.
  • TAKE PRIDE IN YOUR SPACE!
    Whenever the trash can in the foyer looks full or overflowing, tie up the bag, place it in the stairwell and place a new liner in the trash can. Let house keeping or front desk know that there is a bag ready to be taken out in the stairwell. Trash liners are in the location pictured.
  • TAKE PRIDE IN YOUR SPACE!
    Let's take pride in our product and be the best!

    Please sign the document below to receive credit. By signing this document you are acknowledging the expectations going forward and acknowledging that disciplinary action may come from failing to deliver on the expectations.
    STAY POSTED UP!
    BE A PROFESSIONAL!
SITE  EXPECTATIONS
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