LTC 070-2019 Valet Operator Index Results for FY 2018/19 Quarter 1 MIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC # 070-2019 LETTER TO COMMISSION
TO: Mayor Dan Gelber and Members of he City C'o'mmission
FROM: Jimmy L. Morales, City Manager s't
DATE: February 4, 2019
SUBJECT: Valet Operator Index Results for FY018/19 Quarter 1
The purpose of this Letter to Commission is to communicate the results of the newly
developed Valet Operator Index from FY 2018/19 Quarter (October 1, 2018 to December
31, 2018).
Key Q1 Metrics:
• Valet Average Index Rating: 4.25
• Number of Experiences less than 4.0 score: 5
• Percent of scores not meeting standard: 14.29%
Background
At the July 2018 City Commission meeting, the Mayor and City Commission authorized the
administration to enter into negotiations with Concessionaire for valet services for City
properties including the Fillmore at the Jackie Gleason Theater, Miami Beach Convention
Center, Lincoln Road, and other City properties as may be authorized by the City Manager.
The agreement executed on November 26, 2018 includes performance standards aligned to
the City's Customer Service Excellence Standards, as well as penalties for not meeting
those standards.
The Valet Operator Index is an objective measurement of customer service performance
ranging from 1.0 (not satisfied) to 5.0 (extremely satisfied) and includes assessments of
conduct, professionalism, attire, and knowledge. The results of the assessments are used
to monitor the impacts of recently implemented initiatives to target areas for future
improvements, and assure the quality of services. Each valet operator is assessed at
varying times of the day and evening.
Any assessment resulting in a score between 1.0 and 3.99 on a 5.0 scale results in a $100
penalty and shall require a memorandum indicating corrective action items taken to remedy
the situation. Critical item questions scoring 1.0 will result in an override of the total
assessment to a 1.0.
MIAMI BEACH PARKING VALET OPERATOR INDEX
CITYWIDE SUMMARY FY 2019
Experiences
Avg ScoreBelow 4
Experiences
($100 fine)
Valet 4.25 35 5
MIAMI BEACH PARKING VALET OPERATOR INDEX
CITYWIDE SUMMARY FOR VALET
Average Score Per Quarter Per Year
Year 2019
•
%change
FY %change from %change from from base
Quarter Q1 Q2 Q3 04 Avg. prior Qtr prior FY Qtr year Qtr
Parking Valet
Valet Operator Index Results FY 2018/19 Quarter 1
Overall, the City Valet Operator Index in FY 2018/19 Quarter 1 was a 4.25 on a 5.0 scale.
Scores indicate 14.29% of assessments scored below the target score of 4.0. Parking staff
have reviewed the results of the assessments with the contractor for valet and issued
penalties per the agreement based on 35 assessments conducted in quarter one with 5
assessments scoring 3.99 or below resulting in a fine of $400, as one assessment was
conducted prior the November 1, 2018 agreed upon execution date. Additionally, a
memorandum was issued to correct the identified deficiency.
Areas of Focus in FY 2018/19 Quarter 1
• Greeted in a courteous manner- Employees are to greet the customer in a
courteous manner including a salutation and welcoming attitude.
• Service was prompt-Transaction time should be quick and wait time for personal
assistance by valet was no longer than 10 minutes or schedule for a mutually
convenient time. Valet did not provide service in the required timeframe.
Next Quarter Assessments
City part-time staff is conducting valet assessments every quarter. Additionally, residents are
always welcome to participate. If you or any member of your staff is interested in
participating in the City's Valet Operator Index, please contact Dr. Leslie Rosenfeld with
Organization Development Performance Initiatives at extension 6923.
If you have any further questions, please feel free to contact me.
Attachments
C: Kathie G. Brooks, Assistant City Manager
Saul Frances, Parking Director
Dr. Leslie Rosenfeld, Chief Learning Development Office
Evaluation Criteria for each assessment are listed below: Critical items with an asterisk (*)
scoring a 1 result in overall score of 1 for experience:
• Valet first impression was 1- clean, 2- professional, 3- greeted with a smile, and 4-
displayed appropriate behavior .*
• Service was prompt. Transaction time was quick and wait time for personal
assistance by attendant/security was no longer than 10 minutes or schedule for a
mutually convenient time.*
• I was greeted in a courteous manner.* (Valet greeted me with 1- sincere hello, 2-
welcoming attitude, and 3- helpful )
• Employee responded to customer in a courteous manner following the philosophy
that "the customer is not always right, but always deserves to be treated with
respect"."
• Employee provided accurate and understandable solutions/options (in English) to
customer request or directed the customer to the appropriate person who may have
knowledge in the subject matter. Employee appeared knowledgeable.
• Employee had access to necessary tools to meet request and provided a receipt.
Information and material to obtain answers and or services were readily available.
• I received the service/information required. (All of my questions or the entire service
was provided concisely and accurately)Employee had a positive, helpful attitude,
was efficient and followed through with request. Employee appeared to go the extra
mile to assist me.
• The Valet said, "Thank You!" ending the conversation showing that they appreciated
my business (Ex. Have a great day, enjoy your stay, we appreciate your business,
we hope to see you soon).
• Valet was wearing an appropriate clean uniform with name tag and/or ID, consistent
with the contract requirements.
• The overall impression of my visit was positive. Satisfied with timeliness,
completeness, and clarity of information and/or services received. Employee
demonstrated professionalism and courtesy.
I \ \
Service Excellence
Service Shopper Program
Comprehensive Department Report
FISCAL YEAR 2019 Qtr1
Parking Valet
Office of Organization Development Perfomance Initiatives
1700 Convention Center Drive
Miami Beach, FL 33139
Telephone: (305) 673-7010
Fax: (305) 673-7782
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MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1
ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP
TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE
PARKING - VALET
SHOPPING METHOD-In Person-Garage
3687 19th Street and Meridian JC 12/4/2018 12:40 PM 34 3.40
Source:WEB Comments:Drop off.Ticket#:205249.Time Arrival:12:31pm.Time Departure:12:32pm.Average service provided without incident.
JC greeted with proper information.Asked if payment can be offered at pickup but was encouraged to pay upfront to avoid waiting in
line.Welcoming attitude,but was not quite present;seemed distracted.Also water was not offered.Contacted staff member:JC
3690 19th Street and Meridian Freddy 12/4/2018 3:00 PM 41 4.10
Source.WEB Comments:Pick Up.Ticket Number:#205249.Time Arrival:2:40pm Time Departure:2:52pm Average service provided without
incident.Freddy arrived after 2 to 3 minutes of waiting,and asked for payment.Did not provide receipt,did not provide email or text
option for receipt either.Did not offer water amenity.Had to ask for receipt stub and waited approximately about 12 minutes before
vehicle retrieval.Also be advised that valet was extremely busy.Contacted staff member:Freddy
3714 19th Street And Botanical Maria/Luis 12/5/2018 12:31 PM 39 3.90
Source:WEB Comments:Drop off.Ticket Number:#205667 Time Arrival: 12:23pm.Time Departure:12:26.Patient-took time to answer
questions.Friendly and professional.Maria approached the car,greeted with protocol,and handed me the ticket.Then went over to
Luis to pay in advance.Was not greeted by him,but kindly did charge me for the valet.Contacted staff member:Maria/Luis
9367 19th Street And Botanical Pablo/Luis 12/5/2018 5:27 PM 42 4.20
Source:WEB Comments:Pick up.Ticket Number:205667.Time Arrived:3:52pm.Time Departure:4:02pm.Friendly and professional. I arrived at
the pickup spot at 3:52pm. They informed me that it was going to take 15 minutes but the car had arrived at 4:02 pm. Pablo and
Luis greeted me.Contacted staff member:Pablo/Luis
3760 Convention Center South JC 12/6/2018 12:47 PM 49 4.90
Source:WEB Comments:Drop off.Ticket Number:#206314.Time Arrived:12:33pm.time Departure:12:33pm.Used initiative to assist and
provide all information.JC greeted with a smile and helpful attitude.He asked if we wanted premium or regular valet service. I
asked for regular.He asked for$25 and explained the ticket information for call ahead service about 20 min ahead.He also advised
to pickup car at the front of the convention center.Very professional and polite service.Contacted staff member:JC
3761 Convention Center South Angela 12/6/2018 4:21 PM 50 5.00
Source:WEB Comments:Pick up.Ticket Number:206314.Time Arrived:3:52pm.Time Departure:4:04pm.Used initiative to assist and provide all
information.Zero wait time for assistance from Angela.She ordered car for me.She advised texting request is the best way to get
car.Then her system came back up and ordered my car for me immediately.Very nice to me and other customers.Contacted staff
member:Angela
3796 P29 Lot Adrian&Karen 12/6/2018 5:09 PM 50 5.00
Source:WEB Comments:Drop off.Ticket Number:206427.Time arrived:5:04pm.Time Departure:5:04pm.Polite.Well-mannered and seemed
willing to provide quality assistance.Contacted staff member:Adrian&Karen
3715 19th Street And Botanical Maria 12/7/2018 12:55 PM 41 4.10
Source:WEB Comments:Drop off.Ticket Number:206983.Time Arrived:12:40pm.Time Departure:12:55pm.Courteous and willing to provide
assistance.Maria came up to the car and she gave me a ticket.Explained to me their method of operation.She was very respectful
and professional.She did not offer water.Contacted staff member.Maria
3719 19th Street And Botanical Carlos 12/7/2018 3:30 PM 39 3.90
Source:WEB Comments:Pick up.Ticket Number:206983.Time Arrived:2:55pm.Time Departure:3:20pm.Friendly and professional.I spoke to
Carlos.He informed me they were a little backed up and it was going to take longer than usual.At first Carlos did not know where I
had to pick up my car,but then he paged someone and provided me with correct information.Contacted staff member:Carlos
3762 Convention Center South Jose 12/7/2018 5:24 PM 50 5.00
Source:WEB Comments:Drop off.Ticket Number:206900.Time Arrival:4:40pm.Time Departure:4:40pm.Exceptional service.Friendly and
professional.0 wait time for assistance.Jose gave excellent customer service.He opened the door for me and greeted with a smile.
Jose charged me and gave me the ticket and asked me to wait while he gave me the change.Wished me a nice evening.Contacted
staff member:Jose
3763 Convention Center South Fernando 12/7/2018 9:20 PM 45 4.50
Source:WEB Comments:Pick up.Ticket Number 206900.Time Arrival:7:35pm.Time Departure:7:42pm. Average service provided without
incident.2 minutes wait for assistance from Fernando.He was courteous and helped me retrieve the car.However he seemed not
as thrilled when I did not text ahead of time.But he helped me regardless.Contacted staff member Fernando
3734 19th Street And Botanical Yahir 12/8/2018 5:16 PM 40 4.00
Source:WEB Comments:Drop off.Ticket Number:207636.Time Arrival:4:45pm.Time Departure:4:50pm.Friendly and professional.There was
a line of cars when I arrived.Valet was backed up,but Yahir ran to my car to greet me and to let me know why I was waiting.He was
very friendly and helpful.Contacted staff member:Yahir
3742 Convention Center South Jose 12/9/2018 12:37 PM 50 5.00
Source:WEB Comments:Drop off.Ticket Number#208593.Time Arrived:12:33pm.Time Departure:12:36 Friendly and professional.Waited 3
minutes to give keys to Jose.He was very pleasant and courteous.He gave me instructions to text for pickup when ready to leave.
Contacted staff member:Jose
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M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtrl
ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP
TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE
Art Basel
3954 P29 Lot Jose&Angela 12/6/2018 8:11 PM 50 5.00
Source:WEB Comments:Pick Up.Ticket Number:206427.Time Arrived:7:49pm.Time Departure:8:03pm.I was acknowledged within a minute
of me arriving.Offered me water.Contacted staff member:Jose&Angela
4095 19th Street and Botanical Sara 12/8/2018 9:00 PM 27 2.70
Source:WEB Comments:Pick up.Ticket Number:207636.Time Arrival:7:47pm.Time Departure:8:32pm.Average service provided without
incident.I arrived to pick up the car,and I had to wait between 5-10 minutes to be greeted by Sara as there was a large crowd
around the valet.She was in a hurry.Valet was backed up because everyone was leaving.They did not have enough people doing
valet so Sara went to get the car and I waited for approximately 45 minutes.Contacted staff member:Sara
4096 Convention Center South Jose 12/9/2018 5:39 PM 50 5.00
•
Source:WEB Comments:Pick Up.Ticket Number:#208593.Time Arrived:4:00pm Time Departure:4:40pm.Friendly and professional.I was
acknowledged right away,but the vehicle took 40 min to arrive.However,Jose was very pleasant and courteous.He gave me a
bottle of water and wished me a good evening.Contacted staff member:Jose
Number of Shopping Experiences by Method: 16 Avg Score Sum: 69.70
Number of Reshopping Experiences by Method: 0 Average: 4.36
Number of Division Shopping Experiences: 16 Avg Score Sum: 69.70
Number of Division Reshopping Experiences: 0 Average: 4.36
Miami International Auto Show
SHOPPING METHOD-In Person-Garage
3682 Miami Beach Convention Center Juan 10/5/2018 11:30 AM 42 4.20
Source:WEB Comments:Drop-off.Ticket Number:200436.Upon arrival,the experience was confusing because the signage did not clarify which
was the pick up lane and which was the drop off lane,to the point that a car drove out of the lane and around the car that was
getting picked up.When we got out of the car,it was all chaotic.The attendants stood around looking at each other,confused as to
who should be helping us out,until a gentleman walked over to us and explained the process.He was very respectful and
courteous,provided his name,but did not offer the option to pay at pick up.He also insisted on only providing a receipt via email and
then agreed to provide us the bottom portion of the ticket as our paper copy. Contacted staff member:Juan
3632 1901 Convention Center Drive no name given 10/5/2018 3:54 PM 46 4.60
Source:WEB Comments:Pick-up.Ticket Number:200436.Time Arrived:12:49 Time departure:12:56.Friendly and professional.When I
approached the valet operators to pick up my car,they were very friendly and courteous,and assisted right away.It took 7 minutes
for me to finally get on the car and drive away.Contacted staff member:no name given
3673 Miami Beach Convention Center Juan 10/5/2018 5:14 PM 50 5.00
Source:WEB Comments:Drop-off.Ticket Number:200449.Patient-took time to answer questions.Extremely knowledgeable and went out of
his/her way to help.Friendly and professional.Contacted staff member:Juan
3674 Miami Beach Convention Center Juan 10/5/2018 6:12 PM 49 4.90
Source:WEB Comments:Pick-up.Ticket Number:200449.Time Arrived:5:51 pm Time Departure:6:00pm.One staff member that was seated
pointed where I go.Juan took my ticket.I asked to sit;he showed me where and offered water.Car arrived but they did not get my
attention until Juan came over.He told me if returning tomorrow I would see him.Contacted staff member:Juan
3633 1901 Convention Center Drive Claudio 10/6/2018 2:30 PM 48 4.80
Source:WEB Comments:Drop-off. Ticket Number:200788.Very friendly and professional.Time taken to assist:2 minutes.Greeted and
explained the process thoroughly.Instructions were very clear.Service was prompt..Contacted staff member:Claudio
3634 Miami Beach Convention Center David/Ashley 10/6/2018 3:45 PM 44 4.40
Source:WEB Comments:Pick-up.Ticket Number:200788.Time arrived:3:30pm.Time departure:3:45 pm.David came up to be 2 minutes after
arrived at the valet,and took my ticket.I asked about the receipt because I was not given the option of giving my email at drop off,
and Ashley told me they could take my phone number and they could text it to me.Before the car arrived I asked again,and that's
when Ashley told me to go to the counter and give my information to them.Communicated very clearly.It would be better if they
would offer all the options for receipt and let the customer decide.Contacted staff member:David/Ashley
3677 Miami Beach Convention Center Maria/Lissette 10/7/2018 7:59 PM 50 5.00
Source:WEB Comments:Drop-off.Ticket Number 201437.Exceptional service.Maria was very nice and explained all procedures as instructed,
all guidance and initiations were further directed by cashier Lissette as her and the other female cashier actually handling the money
were both advising to offer the text mobile service which I immediately refused and they again repeated to offer explaining that it is a
faster service to retrieve vehicle and I then asked for different option which explained a confirmation email option was available.
Contacted staff member:Maria/Lissette
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/" t(1 11 V t I B EAC 1 1 Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1
ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP
TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE
Miami International Auto Show
3678 Miami Beach Convention Center Miguel/Pablo 10/7/2018 8:04 PM 50 5.00
Source:WEB Comments:Pick-up.Ticket Number 201437.Time Arrival:7:01pm.Time Departure:7:08pm.Friendly and professional.Miguel was
very happy and informative on procedure on waiting for vehicle indicating instructions on approximate time and location where to
wait,he displayed fast processed protocol to expedite patron service.Pablo was the first interactional cashier,since I arrived he
automatically acknowledged my ticket and sent off to retrieve my vehicle,while waiting he explained the process and even offered
chair for more comfort while waiting for vehicle.Contacted staff member:Miguel/Pablo
3674 Miami Beach Convention Center Oscar 10/9/2018 8:42 PM 50 5.00
Source:WEB Comments:Drop-off.Ticket Number:201664.Friendly and professional.Oscar greeted me and right from the beginning explained
how the valet system works.He advised that I could pay now or later,and also offered the text service but I declined.Contacted staff
member:Oscar
3676 Miami Beach Convention Center Oscar/Carlos 10/9/2018 9:19 PM 50 5.00
Source:WEB Comments:Pick-up.Ticket Number.201664.Time Arrival:9:02pm.Time Departure:9:04pm.Friendly and professional.Oscar
helped me again and advised that receipt can be obtained by stub,text,or email and said that the vehicle should be arriving in about
three minutes(it arrived in two by Carlos with a big smile said thank you).Contacted staff member.Oscar/Carlos
3677 Miami Beach Convention Center Pablo/Maria 10/11/2018 3:17 PM 50 5.00
Source:WEB Comments:Drop-off.Ticket Number:#201889.Time Arrival:2:50pm.Time Departure:2:55pm.Friendly and professional.Did not
give me an option for payment.Had to pay upfront.Contacted staff member.Pablo/Maria
3678 Miami Beach Convention Center Maria 10/11/2018 4:14 PM 50 5.00
Source:WEB Comments:Pick-up.Ticket Number:#201889.Time Arrival:3:58pm.Time Departure:4:03pm.Used initiative to assist and provide
all information.Friendly and professional.Asked me if I had texted for the car to be ready;I noticed she did not ask the rest that
came in after me.Contacted staff member Maria
3682 Miami Beach Convention Center Juan/Jennifer 10/13/2018 4:25 PM 40 4.00
Source:WEB Comments:Dropoff.Ticket Number.Time Arrival:4:13pm.Time Departure:4:24pm.Extremely knowledgeable and went out of
his/her way to help.I arrived at 4:13 pm to the drop-off station. There was a line and at 4:22 pm I was approached by Juan who
greeted me very well and had explained all the valet parking process. Juan had asked if I was going to pay at the drop-off or at pick
up. I opted to pay at the moment and was directed to Jennifer who also greeted me with a smile. I asked Jennifer for a receipt and
she had asked me to provide her with my email address so I can receive a copy of the receipt.Contacted staff member Juan/
Jennifer
3685 Miami Beach Convention Center Maria 10/13/2018 7:40 PM 47 4.70
Source.WEB Comments:Pickup.Ticket Number.Time Arrival:7:18pm.Time Departure:7:36pm.At 7:18 pm I arrived at the pick-up area where I
was greeted by Maria and requested the car.At 7:36 pm I was handed the keys to the car. It was really busy,but overall the service
was handled very well.Contacted staff member Maria
3672 Miami Beach Convention Center Maria 10/18/2018 4:00 PM 37 3.70
Source:WEB Comments:Drop Off.Ticket Number 202201.Time Arrived:4:00pm.Time Departed:4:05pm.When I arrived I drove up to the drop
off spot at 4pm and nobody approached the vehicle.I waited approximately 3 minutes and stepped out and caught Maria's attention.
Asked for my email during receipt exchange.Contacted staff member Maria
8977 Miami Beach Convention Center Tania 10/18/2018 6:00 PM 50 5.00
Source.WEB Comments:Pick up.Ticket Number.202201.Time Arrived:5:55pm Time Departed:5:57pm.Friendly and professional.When
picking up the vehicle it was better and faster.Not even a 3 minute wait.Tania handed me the keys once she arrived with the car.
Contacted staff member:Tania
3675 Miami Beach Convention Center Oscar/Yahid/Jenni 10/20/2018 10:55 AM 50 5.00
fer
Source:WEB Comments:Drop off.Ticket Number 202924.Time Arrived:10:53 Time Departure:10:55.Exceptional service I arrived at 10:53 at
the drop-off.I was greeted by Oscar with protocol,then walked over and Yahid directed me to the cashier and Jennifer asked for an
email so I can get a receipt.Service was prompt and very professional.Contacted staff member:Oscar/Yahid/Jennifer
3683 Miami Beach Convention Center David&Gloria 10/26/2018 12:12 PM 42 4.20
Source:WEB Comments:Drop off.Ticket Number:135669.Time Arrived:11:59 am.Time Departure:12:07.Very professional and very friendly.
As I arrived at 11:59 am,I was greeted by David.He Greeted me with a smile and was very friendly.He also explaied all the
procedures.Stepped up to pay and Gloria was there to greet me.I asked if I can have a receipt,and she offered to have it emailed.
Contacted staff member David&Gloria
3686 Miami Beach Convention Center Laura/David 10/26/2018 1:05 PM 42 4.20
Source:WEB Comments:Pick Up.Ticket Number:135669.Time Arrived:1:00pm.Time Departure:1:05pm.Friendly and professional.I arrived to
the pick up area at 1:00pm.David assisted me to claim the car.In less than 5 minutes the car arrived.Laura drove the car up,
opened the door with a smile,greeted me,and thanked me for using the service.Contacted staff member Laura/David
Number of Shopping Experiences by Method: 19 Avg Score Sum: 88.70
1/31/2019 2:52:33 PM Page 4 of 5
M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1
ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP
TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE
Miami International Auto Show
Number of Reshopping Experiences by Method: 0 Average: 4.67
Number of Division Shopping Experiences: 19 Avg Score Sum: 88.70
Number of Division Reshopping Experiences: 0 Average: 4.67
DEPARTMENT SUMMARY Avg Score Sum: 158.4
0
Total Number of Departmental Shopping Experiences: 35
Number of Departmental Reshopping Experiences: 0 Average: 4.53
CITY WIDE TOTALS: FY2019 Qtrl
Total Number of Departmental Shopping Experiences: 35 Avg Score Sum: 158.40
Number of Departmental Reshopping Experiences: 0 Average: 4.53
1/31/2019 2:52:33 PM Page 5 of 5