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on each employee of the Parking Facilities. Owner reserves the right to require Operator to provide customer service training to its on -site personnel, to provide additional or alternative personnel, or to modify its operating procedures if, in the sole discretion of Owner, Operator's management of the Parking Facilities is not commensurate with the first class standard required by this Agreement or if Operator's management creates congestion, interferes with traffic circulation or causes material inconvenience for event, daily and/or monthly customers. 6. Parking Facilities employees will be required to wear uniforms approved by Owner and to wear name tags or badges that clearly state the company name and the staff person's name. 7. Owner retains final approval of Operator's staff assigned to subject's Parking Facilities and may ask for staff to be reassigned based on performance or other basis. I. Employee Training and Development. Operator shall provide a formal training program for all new hires to develop their skills and abilities for achieving quality work performance. The program should involve both classroom and field instruction. Operator's training program shall include, but not be limited to, specific position training, parking, and valet training, reporting procedures, driving and safety standards, professional conduct, auditing and reporting requirements, customer service and effective communication techniques, dispute handling, emergency and safety procedures, and security measures. Operator shall provide refresher -training courses to existing employees annually and submit a copy of their proposed Training Program to the Owner for review and approval. 1. Operator shall ensure that all its employees performing work under this Agreement train fully for their duties and shall establish a formal, written employee -training program ("Employee Training Program"), which shall include training in specific job duties, training in customer service, and other training as outlined in this document. 2. Operator shall submit the entire Employee Training Program to the Owner for review and the Owner may disapprove the Employee Training Program if it finds that it is insufficient to assure the quality of service required under the Agreement. Operator shall review the Employee Training Program annually and submit to the Owner for review and approval. 3. Operator shall ensure that each employee receives at least 2 hours of formal customer service training per year and that all employees having contact with the public are trained to give accurate information about the services provided by the Operator. Operator shall train all employees to provide basic and accurate directions to resources on Owner property and other nearby locations. The Owner may require Operator's employees to attend training provided by the Owner. Operator shall maintain up-to-date training records for each employee and shall make those records available to the Owner upon the Owner's request. J. Valet Services 1. Operator will offer first-class valet assist parking services for Parking Facilities on an as needed basis, and for special events, as requested by Owner. Currently, there is not a need to conduct a valet assist operation. However, this need may arise in the future. The Operator will be required to provide staffing and oversight of valet assist services when needed and/or requested. Operator shall provide and supervise supplementary staff as needed in addition to that provided in the staffing plan. While this requirement may occur with or without prior notice, the Owner will strive to provide as much advanced notice as possible to the Operator. a. Subject to Owner's approval, the maximum rate that may be charged by Operator for valet assist parking will be either (1) the comparable market rate being charged forvalet parking at comparable facilities; or (2) the applicable validated parking rate at the Parking Facilities plus a proportionate share of the cost for operating the valet parking program (which proportionate cost will equal the reasonably estimated incremental cost per vehicle attributable to the operation of the valet parking program), which must be approved by A-3