Marina Del Rey Marriott

The Challenge - The Marina del Rey Marriott arrival score ranked 43rd out of 46 hotels at the end of 2008.  Local management was not pleased with this mediocre result and they approached us with a challenge to help them improve their ranking.

Our Solution - After a series of meetings with the “front” of the property staff including doormen, valets and bellmen, we devised and implemented new guest hand-off procedures to ensure comprehensive and consistent coverage at the “front” of the property.

The Results - As a result of our program, the Marina del Rey Marriott is currently ranked 8th out of 46 hotels on the arrival score metric.  Plus, the staff is doing a better job of working together and they feel more empowered based on increased feedback from guests and management.

Here is what Doug Smith, Assistant General Manager at the Marina del Rey Marriott, has to say about the drastic improvement:

“The Minuteman Parking team has done a fantastic job focusing on the customer, and dramatically improving our customer satisfaction scores. They have created an arrival experience that exceeds our customer’s expectations.”

Specifically, the Minuteman solution included:

• Upfront meetings - The upfront meetings were moderated by the local Minuteman Parking onsite team and were essential to identifying the root causes of the low arrival score.
• Daily training huddles - The training huddles were used to get the team together to discuss the service initiative for the day.  While these meetings did not take very much time, they serve to set the tone for each day and get the team focused on delivering superior service.
• Toys for kids - During the Summer months when many people are traveling with children, we started handing out small toys to customers with children.   The toys included “Bob the Bear” for children which is a Marina del Rey teddy bear and an arrival gift bag for families which included a Marina del Rey Marriott beach bag with a bucket, shovel and sun screen.  These simple gestures went a long way towards making customers feel good about choosing Marriott as their hotel option, and eased the challenges of families traveling with children.
• Shortened valet shifts - The shortened valet shifts provide Marriott with more available attendants during peak times which serves to minimize wait times for customers arriving and departing the property.  We are providing the same amount of labor, but with more resources for certain peak time periods.
• Tracking - To measure the effectiveness of our training, we started tracking how many different attendants in the front used each customer’s name.
• Vision - Now the entire staff has the same vision how superior customer service should be delivered for the Marina del Rey Marriott, and they are working together to achieve that goal.

At Minuteman Parking, we are passionate about our service and professionalism. Wherever I go, I am always on the lookout to see how other valet parking companies operate – and it always amazes me what I find.

Here are just a few telltale signs illustrated by some pictures we took recently while conducting some competitor research:

Are your valets inattentive and do they look uninterested in customer services? You only get one chance at making a great first impression for your property. To provide a jumpstart on this first impression, Minuteman Parking requires all attendants to remain posted and standing at all times to create a positive and friendly atmosphere. We also create a personalized script to greet guests and visitors so that everyone is greeted courteously and consistently. All of our associates are always in a proper and professional uniform and they do not wear sunglasses unless medically necessary.

Inattentive Valets Provide Poor Customer Service

Minuteman Associates Are Always Attentive and Professional

Are your valets using cell phones while on duty? If your valet attendants are using cell phones while on duty, they are not providing their full attention to making a favorable impression for your property. At Minuteman Parking, our associates are instructed to never use cellphones while on duty.

Minuteman Associates Never Use Phones On Duty

Are your valets eating on duty? How can associates provide exceptional customer service when their mouths are full or their fingers are greasy? Minuteman Parking has a strict “no food on duty, period� policy. We enforce a policy of eating only while on assigned breaks and only in designated areas.

Minuteman Associates Never Eat On Duty

Do your valets follow valet parking best practices? Minuteman Parking sets strict parking procedures that include parking only in designated valet parking areas and backing cars into spaces to make them easily identifiable and to reduce the risk of accidents. On on-site manager or shift leader periodically patrols our parking areas to ensure compliance and reinforce procedures on a daily basis.

Minuteman Follows Valet Parking Best Practices

Minuteman Parking takes pride in providing exceptional customer service. In fact, we have established our 10 Commitments to Excellence that is ingrained in everything we do:

1. Enthusiasm is the fuel of great service.
2. Honesty & Integrity: Each individual is responsible for his/her own actions.
3. Greet every guest with a warm welcome and bid them a fond farewell.
4. Teamwork builds trust, support and forms us into a cohesive unit.
5. Workplace knowledge of your job and area enhances the guest experience.
6. A positive attitude reflects well on you, your department and your location.
7. Common courtesy is expected everywhere; in the hospitality business it is essential.
8. Respect of our guests, yourself and your teammates reflects in your job performance.
9. Professional behavior ensures our guests that they are in good hands.
10. EXCEEDING PATIENTS AND VISITORS EXPECTATIONS IS OUR MAIN GOAL