Tracking Tools Key to SuccessfulValetOperation


BY MELISSA BEAN STERZICK


sion, fast service is vital, and the orderlymanagement of tickets, validations and claims is amust.


A The paper trail is one aspect of a valet operation that is


absolutely concrete – there is no room for interpretation. Good servicewill go a longway toward creating customer loyalty on its own. But combine it with reliable payment and transaction pro- cedures, and customers will return often and with confidence in the operation. Without strong accounting tools, cracks in the system will


quickly turn into lost revenue and customer dissatisfaction. Cus- tomers will observe and remember disorganization, confusion or lapses in service when it comes to payment and claim issues – and they won’t blame discrepancies on anyone but the valet.


Tracking Tickets A ticket inventory system keeps track of each ticket issued


and offers continuous reports on how many tickets are out, how many have been processed, and how many are still available to incoming parkers. At the beginning of eachweek,month or year, depending on


the operator’s choice, the ticket inventory system is set with a starting and ending number. At entry, the system will reject any ticket that has been


recorded as closed or is not from the operator’s inventory. The bar-coded tickets should not be reused, reissued or duplicated. If the system detects a ticket that is invalid, the gates will not give access to the vehicle, and employees will be alerted. At exit, the system matches the barcode on the ticket with a


confirmed vehicle request before it releases the vehicle. If the request is not confirmed, or if the ticket is invalid, the vehiclewill be held at the gate.


Tracking Validations Validation tracking protects revenue by creating customval-


idations and ensuring that every validation transaction is closed. Some systems’ validation tracking applications print scrambled and bar-coded validation stickers. Eachmaster account receives a numbered and recorded batch of validations. When customers ask for their vehicles, they present their


tickets and validation stickers to be scanned and approved by the operating system. No manual entry by employees is required. And because creation, distribution and collection of the valida- tions are automated, all transactions are recorded and there is no opportunity for theft, re-use or re-issue of validation stickers. The validations system can also create master accounts and


manage the implementation of those accounts from setting rates and fees to sending invoices.


46 JANUARY 2010 • PARKING TODAY • www.parkingtoday.com


VALET PARKING OPERATION has many opportunities to interface with customers, and each interaction is an important part of the experience. Courteous valetsmake a good impres-


Tracking Claims Like it or not, damage claims are a part of the business of


valet service.A good claim-tracking feature offers a procedure for claiminformation to be entered andmonitored by the operat- ing system. Once a claim is filed, the system will track its progress and


notify staff andmanagement of changes in status until its resolu- tion.Anytime a claimis filed,management is notified by e-mail, and images fromthe vehicle, recorded digitally at entry, are auto- matically uploaded to the system and saved until the claim has been resolved. Some systems includes garage access and automatic data


entry features designed to help prevent damages and customer claims. These features protect the operator by scanning the vehi- cle, decoding the vehicle’s make, model andVIN, and recording any previous damages. Damage claims can be a major drain on the income and


resources of a valet operation. Evenwhen every precaution is tak- en, accidents happen. The tracking system will minimize the man-hours spent handling claims and reduce costs. Decreased paperwork and faster reportingmake claims less burdensome for valet staff andmanagement. Keeping track of all the aspects of a valet operation is intense


work, and good tools are essential. Speedy service is possible only if the valet works fast and the payment procedures can keep upwith the pace. Payment options and claimsmust be handled in a timely and effectivemanner. Some valet operations excel at customer service; others have


bullet-proof accounting procedures. But hospitality and account- ability are both required for real success.


The system described is by Automated Valet Parking Manager (AVPM).


PT


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