25A - AGMT - MUNICIPAL PARKING FACILITIES OPERATOR

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SECTION 3, PLANS I Page MANAGEMENT PLAN HUMAN RESOURCES PRE-EMPLOYMENT SCREENING AND HIRING PROCEDURES Finding The Best Resources to Serve The City Central Parking believes that it is critical for front-line employees to have strong communication skills, demonstrated professionalism, integrity and courtesy. Our Regional Human Resources Manager will assist our site manager in coordinating personnel efforts by supervising the recruitment of new individuals and screening existing staff. EMPLOYEE ORIENTATION AND ON GOING TRAINING Developing Excellent Skills for Customer Service Our orientation process is comprehensive and addresses a variety of new hire issues and provides critical location specific information. New employee orientation discusses the Company and Client's vision, mission, benefits, how to become a Central Parking "ambassador," and the role that each employee plays as the most important person representing our company and our clients. We fully understand that our public face must be one that projects professionalism and friendly, courteous service. Customer service and satisfaction are integral to the service we provide our clients customers. As a result, we have developed customer service training programs that are unique in the industry. Presented in a classroom environment, the curriculum gives employees an opportunity to learn and share 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. 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 covered during a walking orientation tour of the project, including: Familiarity with the parking facility - Familiarity with freeway access - Familiarfty 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. We are confident that with oar ongoing commit- ment to hiring qualified individuals and providing them with proper training will ensure outstanding results for the City. UNION RELATIONS AND GEOGRAPHIC SUPPORT Employees currently working at the City parking facilities are represented by Teamsters Local Union 911. Since 1990. Central has had an excellent relationship with Teamsters Local 911. Our employee work force represented by this labor union is over 1,500 employees in Southern California. This large labor pool will allow us to provide trained employees at each level of the operation. This ensures that each location will be properly staffed and managed even in times of special circumstances and emergencies i.e., employee illness, vacations, and adcitional staffing for special events. Additionally, with our strong geographic presence and over 500 active staff members within a 50 mile radius of Santa Ana, we will have the staffing and management support to reinforce our staffing needs and efforts. Also, our regional office is located just 3 miles south of Downtown Santa Ana which allows for close supervision and much needed management oversight. EMPLOYEE APPEARANCE AND CLEARLY DEFINED DRESS CODE We strongly believe that our front line employees make our brand come alive. If adequate time and attention are not spent to polish an employee's appearance, your corporate brand and image could be destroyed within the first 30 seconds of the customer interaction. Therefore, we invest time and effort in clearly defining employee dress codes at each of our projects and we implement it properly, consequently the appearance of our employees becomes an asset and works for us and our clients. During our on site visits, we noticed significant room for improvement at the City parking facilities when it comes to employee overall appearance including dress code. We will work closely with the City to carefully draft dress code that is business related, promotes City's image and culture and instills pride and confidence in employees. Through our national accounts with industry leading uniform companies including Unifirst Corporation & Cintas, we can secure preferred pricing and large discounts on both uniform rentals and purchases. I aA '�