25A - AGMT - MUNICIPAL PARKING FACILITIES OPERATOR

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SECTIONS, HUMAN RESOURCES I Page EMPLOYEE ORIENTATION AND TRAINING Presented in a classroom environment, the curriculum gives employees an opportunity to learn and shape ideas about: How to create a positive first impression to each customer? How to handle difficult situations? The importance of body language. Techniques to use for different situations. In addition, Central Parking offers a written test as one of many tools available for tra rnng our customer service personnel. Another innovative training program is "Taking C.A.R.E. of Business: Choosing to Deliver Remarkable Customer Service.' Developed exclusively for CPS, the program is designed to help employees understand the essential elements of customer service and provide basic skills. "Taking C,A,R.E." is a one -day, video -assisted session that is highly interactive. The trainer uses discussion and workbook activities that blend actual employee scenarios and real work situations in three video training segments. All hourly employees are placed in the C.A.R.E. customer service training program during their first few days of training and before being placed in the work setting. The program's key elements center around four concepts: • C onnect to our customers • A ttention to their needs • R esponsible for their problems • E nthusiastic about our role as service providers Employees are tested at the conclusion of the training session and results are placed in the employee's training file. Periodic refresher courses are conducted as needed. In addition to our customer service training, employees are given site-specific training associated with each facility. The purpose of this training is to ensure that all employees are completely familiar with the project. Site-specific training has several components and is coverer during a walking orientation tour of the project, including: + Familiarity with freeway access + Familiarity with each building and destination in the nearby area + Familiarity with other popular destinations in the area + Local events and calendars + Responses to commonly asked questions CITY INVOLVEMENT IN HIRING AND TERMINATIONS A COMMITMENT TO OPERATIONAL EXCELLENCE Central understands the City's right to approve of any employee assigned to work in the City and fully complies with that request. In regards to hourly personnel, Central is open to any criticism or compliments the City has about any of our employees. We welcome any feedback City provides us about an employee's performance and that employee is rewarded or disciplined accordingly. Since all employee records are confidential, we are unable to share any information contained within. At the same time, we understand that the City enjoys the right and ability to say which employees are allowed to represent the City. All requests are reviewed with the City; with the City having the final decision. EMPLOYEE TURNOVER - KEEPING GOOD PEOPLE HAPPY Since our front lone employees are the key to our success and the key to properly representing the best image of the City, we are very concerned with addressing employee turnover. Our first step was just outlined to you, and that is to hire the right people. During our recruitment process we describe in detail the responsibilities and daily work schedule for each location and each position. We look to match people's personality and desires with the location they will be working at. Some employees like busy days, while others are looking for slow days. In either case we are looking for friendly people to serve the public with genuine courtesy and professionalism. Our second step is to properly train the employees so they clearly understand what the Company's and City's expectations are for them. These policies and procedures are explained in detail and written out for them so it is clear. Issues or violations of these polices and procedures are addressed formally in writing to help the employee understand what they did wrong, why it is important for them not to repeat the offense, any additional training if needed and the next step in the disciplinary process if unwanted behavior continues. We generally follow a four step disciplinary process - verbal warning, written warning, suspension, termination. Smaller offenses may have two warnings in the early part of the process and some violations result in suspension and on occasion immediate termination. Our goal is to work with the employee, make sure they understand our policies and to help them succeed. 25A-105