Whether they drive an exotic sports car, a luxury sedan, or a grocery-getter, your guests take the care of their vehicle very personally. Turning over what is usually a person's 2nd most valuable asset is rarely comfortable. It's important to make sure your team is doing everything possible to create an environment that fosters confidence that everything is going to be great. Doxa is committed to protecting your guests' vehicles and helping our partners develop strategies for their team to do the same.
1. Look the Part.
If your team looks as though they are more likely to take the car around the block than to the garage, no one is going to feel great about the process. Not every hotel needs white glove service from the valet team, but even the most modest of accommodations require a team that looks professional and behaves in a manner that is consistent with the property.
2. Take it Serious.
Valet parking can be one of the best jobs in the hotel industry. It can be fun. We get to work with our friends, meet new people, drive some cool cars...but if your valet team gets too relaxed, the guest can't relax at all. Make sure your team is addressing guests with proper verbiage, making eye contact, and engaging with each and every guest as if they and their car are their only concerns.
3. Vehicle Inspections.
We cannot stress the importance of inspecting every vehicle before your team parks it enough. Fully understanding the condition of a vehicle at the time it comes into your care, custody, and control can save you serious headaches and expenses. A through process to document pre-existing damage and good record keeping is key to being able to address any questionable damage claims.
4. Train. Train. Train.
Hiring a team that says they can drive a manual and large vehicles is not the same as confirming that they can, and helping them improve their skills over time. We often ask a team of young people to park cars that are far different from their daily drivers. Too often, we also ask them to do it in tight garage spaces that were not built for the modern SUV. On top of that, it's not unusual to designate 80 spaces in which to park 90 cars. The outcome is far too often very embarrassing and even more expensive. We know for sure you are "inspecting what you expect" in both culinary and housekeeping, but are you doing the same in valet?
5. Admit When it Goes Badly.
Despite our best efforts, no team is perfect. Explaining to a guest that their vehicle has been damaged when they paid good money with the expectation that it would be safe is never easy. Explaining why no one told them and they discovered it when they got home? Impossible. Make sure your team knows that making mistakes is human, but covering them up is unforgivable. We never recommend terminating an employee who has a small incident at a low speed, but we suggest that any employee who knowingly hides the fact that they have damaged a vehicle be let go immediately. As for the guest, if we handle it properly, most guests realize that mistakes happen and that body shops exist for this very reason. Work with them to make the process as simple as it can be and make sure that their last impression isn't that your team was dishonest or difficult to work with.
Unfortunately, valet parking is an area where doing it perfect is often considered just meeting the expectation. Building a team that makes the guest feel comfortable that everything will be great and that all will be made right if mistakes happen can make the difference between guests who experience anxiety about leaving their vehicle in the hands of strangers and guests who feel well taken care of by a team of professionals. Contact us today to see how we can help your team create lasting memories for your guests.
Comments