Phoenix Parking Solutions is one of the largest parking providers in metro Atlanta, parking tens of thousands of cars per week at dozens of premium locations. That success is due not just to its combination of contact-free self-parking facilities and in-person valet parking locations but also to its dedication to customer service and safety. That dedication begins during the hiring process and extends throughout an employee’s career at Phoenix.
“One of the most valuable things in most people’s lives is their car,” says Phoenix Parking CEO Jeff Patterson. “And they’re handing it over to us to take care of it in exchange for a text message or a piece of paper. Our customers place their trust in us, and it’s our job to make sure that the people they’re entrusting their cars to are the right people.”
“We screen applicants carefully based on a number of criteria,” says human resources director Rhonda Phelps. This includes confirming that the applicant possesses a valid driver’s license and a clean driving record as well as a background in customer service. “That’s very important to us,” she says. “Our employees need to have experience serving the public and working as part of a team.”
The next step for qualified applicants is a video interview, in which Phelps looks for signs that they are personable, attentive and conscientious. “If someone won’t turn their camera on, or they’re talking to you while they’re driving or while they’re trying to work, that’s a deal-breaker,” she says. “I also ask specific questions to make sure they’re paying attention. If they can’t pay attention and professionally engage with me in an interview, how are they going to be able to engage with customers and pay attention to all the safety considerations involved in handling their cars?”
After viewing an orientation video that covers employee responsibilities, procedures and expected safety checks, all employees undergo on-the-job training at a parking facility, under the supervision of a supervisor called a lot leader. Employees with previous valet experience receive three days of training; those without prior experience are trained for four days. Each day focuses on a specific aspect of the job as valets learn how to greet customers, park cars, enter them into the company’s tracking system and retrieve customers’ cars.
“Even if you have previous valet experience, Phoenix Parking Solutions has its own procedures we expect everyone to follow,” Patterson says. “They’re required to review a sheet outlining procedures for every location they work.”
Phoenix’s procedures emphasize preparation by requiring employees to familiarize themselves with the layout of their facility before each shift. “That includes being aware of odd spaces in the garage, looking for potholes, sprinklers and different overhead clearances as well as being aware of any suspicious activity in the immediate area,” Patterson says. “They’re also trained to watch out for guests as they’re walking off to have dinner after they’ve dropped off their car or are returning at the end of the evening to collect it. Basically, looking for anything and everything that might affect your workday to help avoid problems before they arise.”
That attention to safety doesn’t end once employees finish training. Phoenix routinely monitors its employees’ motor vehicle records to ensure they adhere to safe driving practices both on and off the clock. And the company works hard to keep those employees happy, hosting holiday parties for those who have worked at Phoenix for more than a year, encouraging feedback during twice-yearly company meetings and offering referral fees of $100 if an employee refers someone who successfully completes 90 days with the company.
“Employee retention is more important than ever these days. This is especially true in our industry,” says Phelps. “If our employees feel valued as members of our team, they’re going to continue to do their best work which includes being alert, aware and safety-conscious.”
About Phoenix Parking Solutions
Phoenix Parking Solutions is an Atlanta-based company specializing in a range of parking services for restaurants, hotels, country clubs, shopping centers, and community events, in addition to parking management, logistics, and consulting services. Currently parking tens of thousands of cars per week at dozens of premium locations throughout the city, Phoenix has established itself as one of the largest parking providers across downtown and Midtown Atlanta. Phoenix president Jeff Patterson, an active member of the National Parking Association (NPA) and one of less than 500 Certified Parking Professionals in the country, has been named to NPA’s 40 Under 40 – Class of 2021 that recognizes the positive impact of the best and brightest young professionals in the parking industry. For more information, call 678-412-0505 or visit phoenixparkingsolutions.com.
