1. Welcome to:
“The Winning
Formula”
• Legendary Service
Series of
Workbooks for
Valets

2. Purpose
The purpose of this workshop is to
help you develop the skills for
delivering friendly, attentive service
that demonstrates interest in and care
for customers on a human level.

3. Agenda – Five Winning Formulas
The Winning Attitude
The Winning Welcome
Winning with Service
Winning Recoveries
The Winning Farewell

4. So….Winning Customer Service?
Consistently exceeding the
expectations of the guests we serve
with a caring approach.

5. Challenge of Winning Service
Group Brainstorming activity:
What are the things that make it
difficult (or get in the way) of
providing superior winning service?

6. The “Winning Attitude” Formulas
• Dress & Smile like a
Winner
• Having a “Service
Ready & Caring”
Attitude

7. Dress & Smile like a Winner
Your Basic uniform must consist of:
• Company logo polo shirt: khaki brown shorts or
slacks (no cargo pants with pockets on the outside);
approved belt; clean white sneakers with white ankle
socks; proper undergarments / tee shirt.
• ID badge / name tags clearly visible and worn above
the waist.
Optional and seasonal uniform pieces include:
• Hat; ski cap; windbreaker jacket; winter coat; turtle
neck; sunglasses

8. Service Ready & Caring Attitude
Posting up:
• We require all valet attendants to post up
“service ready” at attention with hands behind
their back. Posting is required between guests
and during slower periods – this is a great
opportunity to greet guests as they walk in!

9. Demonstrate Posting Up….
(volunteers at front of room)
Good
SHO !T At A
e t ONE ssion!!
nly G Impre
You O First

10. Service Ready & Caring Attitude
Use Proper Hand Gestures:
• Always use open-handed gestures (flat
hand, palm up or down) used when
giving directions.
• Open hand gestures are a more gracious
and softer way to point at a person or
object.
• NEVER use a pointed finger with a
guest!!

11. Service Ready & Caring Attitude
Use Eye Contact & Facial Expressions:
• Effective eye contact can be achieved by
putting a soft focus on a guests’ face.
• Make sure your facial expression sets a tone
before you even begin speaking.

12. The “Winning Welcome” Formulas
• Opening Greetings that reflect
Sensitivity
• Escort & Direct Guests as VIP’s

13. Opening Greetings in Driveway
Be sensitive – we recommend not asking
“how are you today?” instead say:
“Good morning Sir / Ma’am, welcome to (name of hospital).
May I offer you any assistance?”
When guest says
“Thank you”, You respond by saying:
“It’s my pleasure.”

14. Our Hospitality Rule…
Seconds
Feet

15. 10 Second / Feet – Greetings
If you see a Guest who appears to be lost or
confused….
“Sir/Ma’am, don’t worry, I can help you
find where you need to go –
I have the time.”
If the guest says, “I don’t want to bother
you”, you say:
“I am here to help.”

16. Escort & Treat Guests as V.I.P.’s
When offering directions you must
always take a minimum of five (5)
steps with a guest toward their
destination.

17. Escort & Treat Guests as V.I.P.’s
Always run to retrieve a wheelchair
to a guest and take a moment to wipe
the arms, seat and back down quickly
with a clean paper towel (or
antibacterial wipe if available).

18. Parking Alternatives…
What should you say if a guest drives in
and say’s….
“I don’t like / want / cannot afford to
valet park?”

19. “Winning with Service” Formulas
• Compassionate,
Memorable
• Interactions with
Guests

20. Compassionate, Memorable
Interactions
“Moment of Truth”
• Defined as the moment (usually 15 seconds or
less) in which a guest makes a complete
determination on your ability to serve them….

21. Compassionate, Memorable
Interactions
Moments Include….
• Guest drives into valet area.
• Guests exits the hospital.
• Guest drives by and looks.
• Guest walk by you in the hallway.
• Many more….

22. “Winning Recoveries” Formulas
• Exhibit
Composure &
Empathy
• Apologize for
ANY
Inconvenience

23. Exhibit Composure & Empathy
To help develop your composure and recover
from service failure remember the 3 R’s….
1.) Recognize
2.) Regroup
3.) Refocus

24. Winning Recoveries
Six steps to Service Recovery:
1. It IS your responsibility.
2. “I’m sorry” DOES work.
3. Empathize immediately. “I’m sorry….I hate waiting
for my car also.”
4. IMMEDIATE action is necessary to make a service
recovery.
5. Ask what would make them happy.
6. Understand the true meaning of “Service Recovery”.

25. The “Winning Farewell” Formulas
• Safely Deliver Vehicles
• Graciously Acknowledge
Gratuities
• Fond Farewells to Every
Guest

26. Safely Deliver Vehicles
• If not too busy….tell guests you are on your
way….
• Jog with keys on carabineer
• Match stubs carefully
• Safely drive vehicle
• Announce arrival
• Assist with wheelchair

27. Graciously Acknowledge Gratuities
Memorize the phrase required to be used during tipping:
“Thank you – this is
very kind”
If thanked by any guest always
say:
“It’s my pleasure”
We ask you not to use the words “your welcome”
or “no problem” with our guests.

28. Fond Farewells to Every Guest
• “Service Ready”
stance
• Smile and eye
contact
• Inform of any
safety concerns
• Hand shoulder belt
before closing door

29. Scripted fond Farewell:
“Thank you and drive safely.”

30. Commitment to Winning Service
Tomorrow, I will use the
following skill to deliver
friendly, caring and attentive
service to my customers.

31. On behalf of UMMC….
Thanks for your attendance and your
commitment today….we look forward
to your continued growth!
“It’s About Caring”