Your Score

100%

92/92 points

This Score Vs Location YTD

100%
This Evaluation

70%
YTD Average
Sectional Change
Section This Evaluation Last Evaluation +/-
Overall good 100% okay 76% up +24%
Arrival Standards good 100% okay 83% up +17%
Departure Standards good 100% okay 68% up +32%
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Question

Score

Answer

Managers, please note: As some questions only apply to specific locations, some numbers may appear to be skipped on your individual scorecard. Thank you.  
Shop date
1/30/2019
 
Day of Arrival
  • Sunday
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
0/0
Time of Arrival:
2:35 PM
 
Time of Departure:
3:05 PM
 
Number of attendants visible on the drive at the time of arrival:
4
 
Arrival Standards 100% (45/45)
Arrival: Valet Name:
Spencer
 
Arrival: Race
  • Caucasian
  • African American
  • Hispanic
  • Asian
  • Other
0/0
Arrival: Gender
  • Male
  • Female
0/0
Arrival: Build
Slim
 
Arrival: Hair Color/Length/Texture:
Brown/short/wavy
 
Arrival: Valet Identifying Features:
  • Glasses
  • Beard
  • Mustache
  • None of the above
0/0
Arrival Standards 100% (45/45)
1. Arrival: Upon arrival, did the valet associate acknowledge your arrival in a timely manner?
  • Yes
  • No
3/3
2. Arrival: Upon arrival, did the valet associate make eye contact AND smile?
  • Yes
  • No
7/7
3. Arrival: Did the valet associate open the car door promptly AND say 'My name is ________and I will be taking care of your vehicle."
  • Yes
  • No
7/7
4. Arrival: Did the valet associate offer a warm welcome including the property name?
  • Yes
  • No
3/3
5. Arrival: Was there signage (or personnel) on property to direct your vehicle to the valet area?
  • Yes
  • No
3/3
6. Arrival: When opening your vehicle door did the associate place their hand on the small of their back?
  • Yes
  • No
3/3
7. Arrival: Were all valet associates wearing name tags or name badges?
  • Yes
  • No
3/3
8. Arrival: Did the associate use your name during the arrival interaction
  • Yes
  • No
7/7
9. Arrival: Did the valet associate explain the process for the retrieval of your vehicle AND the cost of parking?
  • Yes
  • No
3/3
10. Arrival: Were directions offered inside the facility or directions given to the information desk?
  • Yes
  • No
3/3
13. Arrival: Was the valet area free of debris and overflowing trash?
  • Yes
  • No
3/3
14. Arrival: Did the valet associate obtain your keys PRIOR to handing you the claim check?
  • Yes
  • No
0/0
15. Arrival: Please describe any additional comments about the valet service that would help management make adjustments and get better. This also includes anything that was memorable, good or bad.
The valet was a little busy, but the employees working had to get the cars through. Spencer opened my door, welcomed me and asked if I needed any directions. He then took my keys. He was dressed correct and hustled to help me.
Departure Standards 100% (47/47)
Departure: Valet Name:
Spencer
 
Departure: Race
  • Caucasian
  • African American
  • Hispanic
  • Asian
  • Other
0/0
Departure: Gender
  • Male
  • Female
0/0
Departure: Build
Slim
 
Departure: Hair Color/Length/Texture:
Brown/short/wavy
 
Departure: Identifying Features:
  • Glasses
  • Beard
  • Mustache
  • None of the above
0/0
Departure Standards 100% (47/47)
1. Departure: Did the valet associate acknowledge your arrival in a timely manner?
  • Yes
  • No
3/3
2. Departure: Did the valet associate make eye contact AND smile?
  • Yes
  • No
3/3
3. During your experience, did any associate use the phrase "happy to" in response to a guest request? Ex. "I would be happy to help you with that"
  • Yes
  • No
  • N/A
1/1
4. Departure: Were all valet associates wearing name tags or name badges?
  • Yes
  • No
3/3
5. Departure: Did the valet associate quote an estimated retrieval time? This can be verbally from an associate or from a sign.
  • Yes
  • No
  • N/A
3/3
6. Departure: Did the valet associate move with a sense of urgency?
  • Yes
  • No
7/7
7. Departure: Was the vehicle returned within the quoted retrieval time?
  • Yes
  • No
  • N/A
7/7
8. Departure: Upon departure, did the valet associate offer additional assistance or directions?
  • Yes
  • No
7/7
9. Departure: Upon departure, did the valet associate thank you for using the valet service?
  • Yes
  • No
3/3
10. Departure: Was your name used at least one (1) time during the entire departure process?
  • Yes
  • No
7/7
11. Departure: Please comment: Generally, did the associates appear to have a positive demeanor and to be engaged during your interaction?
He was polite and has a sense of urgency.
 
12. Departure: Upon departure were your keys retrieved from a secured enclosure (lock box, locked podium, locked cashier booth, etc…)? Mark N/A if you were not able to locate where your keys were retrieved.
  • Yes
  • No
  • N/A
0/0
13. Departure: Based SOLELY on your experience with the valet at this property, would you return and/or recommend this property to a friend or family member?(10 is the highest - definitely would return/recommend ; 1 is the lowest - definitely would not return/recommend)
  • 10- would return/recommend
  • 9
  • 8
  • 7
  • 6
  • 5
  • 4
  • 3
  • 2
  • 1-would not return/recommend
3/3
If you scored below a 9 please tell us how we could get to a 9 or a 10. This should be something Towne Park can do differently. Be sure to clarify any missed points.
They were a little busy both at the arrival and departure. The employees were working hard and moving quickly. They were professional and polite, doing exactly what they should. Spencer hustled to return my car and thanked me for visiting and to have a good day. He was properly dressed.
Service Enhancement Certification

 
Please provide an overview of the shop to the employees attending this session. It is recommended that the shop is printed out or posted two days prior to the shop review session. The employees names should be blacked out if the shop score is low.

To view the Coach's Guide, click here or paste the link below  
www.realitybasedgroup.com/gameplan/coachsguide.pdf  
Please enter the date of this Manager Game Plan
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Service Enhancement Certification
Service Enhancement Certification Procedure:

In the event this mystery shop audit’s overall score is lower than 90%; the Service Enhancement Certification Procedure must be completed within 5 days of the audit notification from Reality Based Group. The Service Enhancement Certification Form can then be completed and Page 1 of the form uploaded to the Service Enhancement section of the audit on Reality Based Group’s website.

Any associate named on either the arrival or departure section receiving less than 90%, and the GSC responsible for that shift, should all be included on the Service Enhancement Certification Form. They should sign the Service Certification Form after being certified by a manager, having achieved 100% PASS rating for both Arrival and Departure through Role Playing and Observation.
 
Resources:
Download additional instructions, if needed here: Download  
Download the Service Enhancement Certification Form here: Download  
Please enter the date the Service Enhancement Certification Process was completed:
/ /
 
Don’t forget to press SAVE below after uploading Page 1 of the Service Enhancement Certification form and inputting the date completed above.  
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