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City of Santa Ana Valet Services Procedures Page 4 <br />Setting up the Operation <br />Special attention needs to be paid in the hiring, training, and supervision of valet attendants. Hiring will <br />consist of more than the cursory "Can you drive a stick ?" or the hoped for possibility that the applicant <br />can fit into the uniform of the last guy. All applicants will submit proof of their driving record, and <br />additionally, background checks and, if permissible, drug tests, will be routinely performed. Valet <br />applicants will be tested as to their driving abilities, and also to determine if they are physically fit to run <br />the distances required in parking and retrieving vehicles. <br />Training is an essential component of the operation. The initial phases of the training should contain <br />thorough explanations and examples of the following: <br />• Behavior — both expected and unacceptable <br />• Dress Code <br />• How to greet, address and thank customers <br />• Proper responses to a variety of queries <br />• How the parking rates are structured (if appropriate) <br />• How to handle an angry, belligerent or intoxicated customer <br />• How to handle damage claims or requests for refunds <br />■ Attendance and on -time policy <br />■ Job performance standards <br />■ Emergencies <br />■ Safety <br />■ Filling out paperwork <br />Employees should be made aware that while management desires and hopes that no vehicle in their <br />care will ever even be scratched, they recognize that the inevitable will happen. Therefore, it is crucial <br />that the valets are comfortable enough to tell management when they have damaged a vehicle, no <br />matter how slight and possibly unnoticeable. <br />Appearance codes are a necessary tool in managing a valet operation. Patrons are usually reluctant to <br />entrust their vehicles to someone whose presentation is unkempt or unclean. Body odor, strong <br />cologne, or on- the -job smoking leave unpleasant reminders in patrons' vehicles. Gum chewing or any <br />type of eating on the job will cause patrons an uneasy feeling. Large rings or loose metal wristwatches <br />can inadvertently cause scratches. Often, valets will extend a hand to assist a patron in exiting their <br />vehicle. It is highly preferable that these hands have a manicured or cared -for appearance. Valets will <br />be instructed that while sneezing is sometimes unavoidable, it can distress a patron to see it done in <br />their vehicle. <br />Procedures <br />The curbside spaces along Broadway will be secured early in the day of the valet operation. A podium <br />and signage will be placed on the sidewalk. Arriving vehicles will be guided into spaces as close to the <br />curb as possible. An attendant will open driver side door(s) when safe. <br />As soon as possible vehicle will be brought to garage. In case of overwhelming demand at the valet <br />station, cars will be moved forward to await valets relocating them. <br />If the Broadway Station is unable to provide enough capacity for the valet activity, we will open a <br />second, overflow station at 2nd and Sycamore. Drivers seeking valet service will be directed to make a <br />pair of right turns, followed by a left to get to this station (refer to green dotted line in the Figure on <br />Page 2). <br />