LTC 270-2019 Valet Operator Index Results for FY 2018/19 Quarter 2 MIAMI3EACH
OFFICE OF THE CITY MANAGER
LTC # 270-2019 LETTER TO COMMISSION
TO: Mayor Dan Gelber and Members o he City Co mission
FROM: Jimmy L. Morales, City Manager '
DATE May 7, 2019
SUBJECT: Valet Operator Index Results for F 2018/19 Quarter 2
The purpose of this Letter to Commission is to communicate the results of the newly
developed Valet Operator Index from FY 2018/19 Quarter 2 (January 1, 2019 to March 31,
2018).
Key Q2 Metrics:
• Valet Average Index Rating: 4.34
• Number of Experiences less than 4.0 score: 6
• Percent of scores not meeting standard: 35.29%
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 Score Below 4
Experiences
($100 fine)
Valet 4.34 17 6
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 Q4 Avg. prior Qtr prior FY Qtr year Qtr
Parking Valet .4.53 4.34
Valet Operator Index Results FY 2018/19 Quarter 2
Overall, the City Valet Operator Index in FY 2018/19 Quarter 2 was a 4.34 on a 5.0 scale.
Scores indicate 35.29% 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 17 assessments conducted in quarter two with 6
assessments scoring 3.99 or below resulting in a fine of $600, 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 2
• Greeted in a courteous manner- Employees are to greet the customer in a
courteous manner including a salutation and welcoming attitude.
• Nametag not visible. Valet personnel are required to wear a nametag at all times
for ease of references by the customer. Some personnel did not have their nametag
visible.
• Uniform inappropriate. Valet must wear uniform at all times.
• Accurate/Understandable solution. Employees are to provide solutions/options to
customer requests or direct them to the appropriate person. In several instances, the
employee did not assist customer or seek assistance.
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 ; icer
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.
4
. •
M I AM I BEAC H
Service Excellence
Service Shopper Program
Parking Valet Report
FISCAL YEAR 2019 Qtr2
Office of Organization Development Perfomance Initiatives
1700 Convention Center Drive
Miami Beach, FL 33139
Telephone: (305) 673-7010
Fax: (305) 673-7782
4/19/2019 3:46:24 PM Page 1 of 3
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MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2
I ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP
TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE
PARKING -VALET
Hookah Fair
SHOPPING METHOD-In Person-Garage
4164 Convention Center Drive Maria 3/6/2019 12:23 PM 42 4.20
Source:WEB Comments:Arrival.Ticket Number:210763.Time Arrived:12:14 pm.Time Departed:12:23 pm.Patient-took time to answer
questions.Maria greeted me as soon as I pulled up.She walked up introduced herself and explained the valet process.She was
very friendly and patient.She was very knowledgeable while explaining the process.Contacted staff member:Maria
4157 Convention Center Drive Maria 3/6/2019 4:37 PM 50 5.00
Source:WEB Comments:Arrival.Ticket Number:210749.Time Arrival:4:23pm.Time Departed:4:37pm.Used initiative to assist and provide all
information.Less than 1 minute wait for ticket.Paid$25 cash up front.She provided the number for texting to pick up car.Maria was
friendly and helpful.I asked what time they close and she said 8:30pm.Contacted staff member:Maria
4158 Convention Center Drive Maria 3/6/2019 5:42 PM 50 5.00
Source:WEB Comments:Departure.Ticket Number:210749.Time Arrived:5:29 pm.Time Departed:5:38 pm.Friendly and professional.Gave
my ticket to Maria as soon as I walked up to the valet stand.She scanned it with her phone and asked me to wait for the car.She
was polite and helpful.I got in the car at 5:38 p.m.Contacted staff member:Maria
4159 Convention Center Drive Steven 3/6/2019 6:55 PM 43 4.30
Source:WEB Comments:Departure.Ticket Number:210763.Time Arrived:4:11 pm.Time Departed:4:16 pm.Friendly and professional.Steven
was very helpful.He ran up to me as soon as I walked up.It did not even take him 5 minutes.He was very friendly and very patient.
Contacted staff member:Steven
4160 Convention Center Drive Juan 3/7/2019 4:11 PM 50 5.00
Source:WEB Comments:Arrival.Ticket Number:210766.Time arrived:4:04pm.Time Departure:4:04pm.He used initiative to assist and provide
all information.Juan approached the car as soon as I arrived.Dressed professionally,smiled and said hello.I asked what time it
ends and he said 6pm but they will be there until 7pm.I told him that I was meeting someone,so I hoped they come soon.He said
he hopes so too.Very nice and friendly.Contacted staff member:Juan
4161 Convention Center Drive Norkys 3/7/2019 6:08 PM 39 3.90
Source:WEB Comments:Departure.Ticket Number:210766.Time arrived:5:57pm.Time departure:6:00pm.Gave the ticket to Norkys at
5:57pm.She didn't say hello or smile.She stuck her hand out to get my ticket.She left immediately to get the car.She returned at
6:00pm.She opened the door for me and said thank you very much.Average service provided without incident.Contacted staff
member:Norkys
10165 Convention Center Drive Norkey/Hector 3/7/2019 12:15 PM 39 3.90 4161 1
Source:WEB Comments:Arrival.Ticket 210754.Time Arrived:12:10pm.Time Departed:12:11pm.Waited in car,no acknowledgement.No
greeting.Not friendly-dry personality.Just said"$25".I did ask Hector until what time the event would last,and he said until 6 pm.
They stay 1 hour longer.Contacted staff member:Norkey/Hector
4162 Convention Center Drive Hector/Richard 3/7/2019 1:20 PM 49 4.90
Source:WEB Comments:Departure.Ticket 210754.Time Arrival:1:14pm.Time Departure:1:19pm.Nobody acknowledged me right away,they
were in a group talking.At 1:15 Hector came up and said"you here to get your car already?".Nowhere to sit,and was not offered
water.The car arrived at 1:19,delivered by Richard.He was polite and friendly.Contacted staff member:Hector/Richard
Number of Shopping Experiences by Method: 8 Avg Score Sum: 36.20
Number of Reshopping Experiences by Method: 0 Average: 4.53
Number of Division Shopping Experiences: 8 Avg Score Sum: 36.20
Number of Division Reshopping Experiences: 0 Average: 4.53
IDEA
SHOPPING METHOD-In Person-Garage
4180 Miami Beach Convention Center Carlos 3/26/2019 4:53 PM 36 3.60
Source:WEB Comments:Arrival.Time Arrived:4:16pm.Friendly and professional.He was wearing his uniform but his name tag was blank.
Carlos greeted me right away.He said$25.00.I gave him$100.00 bill.He returned and said he could not accept that large of a bill
and asked if I had a credit card.I told him no and I would have to come back later.He handed me the bill and took the receipt back.
left to get change.Contacted staff member:Carlos
10294 Miami Beach Convention Center Norkys 3/26/2019 5:03 PM 45 4.50
Source:WEB Comments:Arrival.Ticket Number:211404.Time arrived:4:46pm.Time Departed:4:46pm.Courteous and willing to provide
assistance.Norkys greeted me right away with a smile and hello. She said$25.00 for valet.I gave her 2 twenties.She did not have
change.She advised me to pay when I return.She didn't speak a lot of english,but managed to get the point across to me. She
thanked me and gave me the valet receipt.Contacted staff member:Norkys
4/19/2019 3:46:25 PM Page 2 of 3
MIAMI BEAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2
ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP
TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE
IDEA
4181 Miami Beach Convention Center Norkys 3/26/2019 5:53 PM 50 5.00
Source:WEB Comments:Departure.Ticket Number:21140.Time Arrived:5:44 pm.Time Departure:5:53pm.Friendly and professional.Arrived at
5:44 to pick up car.Norkys greeted me right away.I gave Norkys 2$20 bills.She called somebody and spoke Spanish to them and
gave me five$1 bills back and advised me that the gentleman coming with the car would give me$10.Richard arrived at 5:53 with
the car and gave me$10.He thanked me and wished me a good day.Contacted staff member:Norkys
4182 Miami Beach Convention Center Carlos 3/26/2019 12:46 PM 28 2.80
Source:WEB Comments:Arrival.Ticket Number:211400.Time Arrived:Time Departed:Valet inattentive;unresponsive.Not customer service
oriented.Did not say anything but"$25".Gave me ticket and walked away.Another valet(young)got in,and I had to hurry and get
items out of back seat.Asked him about what time this would end today,he said"I don't know."Contacted staff member:Carlos
10303 Miami Beach Convention Center Maria 3/26/2019 7:25 PM 50 5.00
Source:WEB Comments:Departure.Ticket Number:211400.Time Arrived:Time Departed:.Friendly and professional.Used initiative to assist
and provide all information.Felt valued and appreciated.Approached by Maria.She took the ticket and texted someone to get
vehicle.She asked about the event,if I had a good time.When the car arrived,Carlos exited the car,said nothing again,held open
door,gave me my seatbelt,and said have a nice day.Contacted staff member:Maria
4183 Miami Beach Convention Center Juan 3/27/2019 4:19 PM 49 4.90
Source:WEB Comments:Arrival.Ticket Number:211417.Time Arrived:4:10pm.Time Departed:4:10pm.Friendly and professional.Greeted by
Juan.No wait time.Pleasant.Asked for$25.00.I asked at what time they close,and he said 6pm.He gave me my ticket and wished
me a nice time.Well dressed in uniform.No name tag. Contacted staff member:Juan
4184 Miami Beach Convention Center Juan 3/27/2019 6:12 PM 49 4.90
Source:WEB Comments:Departure.Ticket Number:211417.Time Arrived:6:04 p.m.Time departed:6:04pm.Above and beyond expectations.
They were just packing everything up to put it inside the convention center.I saw one and he said"perfect"and handed me the key
there was no waiting.He was very polite and helpful he was just missing his name tag.Contacted staff member:Juan
4185 Miami Beach Convention Center Juan 3/28/2019 12:24 PM 36 3.60
Source:WEB Comments:Arrival.Ticket Number:211424.Time arrived:12:10.Time departed:12:13.Very low hello while looking at phone.
Talked while looking at his phone,did not make eye contact.Out of uniform,had on grey Adidas hoodie,ID, and black baseball cap.
Said"$25",and then he proceeded to get into car.Inattentive.Felt not valued or appreciated.Contacted staff member:Juan
�fl,n25 Miami Beach Convention Center Juan 3/29/2019 11:45 AM 33 3.30
Source:WEB Comments:Departure.Ticket Number:211424.Time arrived:1:42pm.Time departed:1:52pm.No greeting,and not friendly.There
was no smile.Wrong attire.Waited 10 minutes for vehicle in smoke-filled area.Inattentive.Contacted staff member:Juan
Number of Shopping Experiences by Method: 9 Avg Score Sum: 37.60
Number of Reshopping Experiences by Method: 0 Average: 4.18
Number of Division Shopping Experiences: 9 Avg Score Sum: 37.60
Number of Division Reshopping Experiences: 0 Average: 4.18
DEPARTMENT SUMMARY Avg Score Sum: 73.80
Total Number of Departmental Shopping Experiences: 17
Number of Departmental Reshopping Experiences: 0 Average: 4.34
CITY WIDE TOTALS: FY2019 Qtr2
Total Number of Departmental Shopping Experiences: 17 Avg Score Sum: 73.80
Number of Departmental Reshopping Experiences: 0 Average: 4.34
4/19/2019 3:46:25 PM Page 3 of 3