LTC 470-2019 Valet Operator Index Results for FY 2018/19 Quarter 3 MIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC # 470-2019 LETTER TO COMMISSION
TO: Mayor Dan Gelber and Members of he City ommission
FROM: Jimmy L. Morales, City Manager
DATE: August 23, 2019
SUBJECT: Valet Operator Index Results for FY 2018/19 Quarter 3
The purpose of this Letter to Commission is to communicate the results of the newly
developed Valet Operator Index from FY 2018/19 Quarter 3 (April 1, 2019 to June 30,
2019).
Key Q3 Metrics:
• Valet Average Index Rating: 4.80
• Number of Experiences less than 4.0 score: 1
• Percent of scores not meeting standard: 4.0%
Background
At the July 2018 City Commission meeting, the Mayor and City Commission authorized the
administration to enter 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 4.80 25 1
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 LL 4.66 10.60
Valet Operator Index Results FY 2018/19 Quarter 3
Overall, the City Valet Operator Index in FY 2018/19 Quarter 3 was a 4.80 on a 5.0 scale.
Scores indicate 4.0% 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 25 assessments conducted in quarter three with 1
assessment scoring 3.99 or below resulting in a fine of $100. Additionally, a memorandum
was issued to correct the identified deficiency.
Areas of Focus in FY 2018/19 Quarter 3
• Greeted in a courteous manner- Employees are to greet the customer in a
courteous manner including a salutation and welcoming attitude.
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 the
Office of Organizational Development Performance Initiatives at extension 6923.
If you have any further questions, please feel free to contact me.
Attachments
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C: J. Mark Taxis, Assistant City Manager
Saul Frances, Parking Director
Dr. Leslie Rosenfeld, Chief Learning Development Officer
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.