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LTC 593-2019 Valet Operator Index Results for FY 2018/19 QuarterMIAMI BEACH OFFICE OF THE CITY MANAGER LTC# 593-2019 LETTER TO COMMISSION TO: Mayor Dan Gelber and Members o the City C FROM: Jimmy L. Morales, City Manager DATE : November 1, 2019 SUBJECT : Valet Operator Index Results for FY 018/19 Quarter 4 The purpose of this Letter to Commission is to communicate the results of the newly developed Valet Operator Index from FY 2018/19 Quarter 4 (July 1, 2019 to September 30, 2019). Key Q4 Metrics: • Valet Average Index Rating: 4.50 • Number of Experiences less than 4.0 score: 0 • Percent of scores not meeting standard: 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 Valet CITYWIDE SUMMARY FY 2019 # Avg Score Experiences 4.50 13 MIAMI BEACH PARKING VALET OPERATOR INDEX CITYWIDE SUMMARY FOR VALET Valet Operator Index Results FY 2018/19 Quarter 4 Experiences Below 4 ($100 fine) 0 Overall, the City Valet Operator Index in FY 2018/19 Quarter 4 was a 4.50 on a 5.0 scale. Scores indicate 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. Areas of Focus in FY 2018/19 Quarter 4 • Employee had necessary tools-Employees are required to provide water to the customer. In several instances water was not offered. 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 . ~achme~~£ ~/SF/Lrf-----__ 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.