Company Policies, Procedures, and Bylaws

Table of Contents

Staffing Structure & Job Roles
Site Manager

The site manager is responsible for managing up to but not limited to all staff personnel at the contract including various entrances where applicable. The manager will be upholding our service commitment to the client and ensuring all employees are adhering to the policies and procedures outlined by Gatsby Valet.

Event Manager

The event manager is responsible for managing up to but not limited to all staff personnel at the event including various entrances where applicable. The manager will be upholding our service commitment to the client and ensuring all employees are adhering to the policies and procedures outlined by Gatsby Valet.

Supervisor/Lead

“Supervisor” title used when there are 4 or more staff to oversee and the “Lead” title used when there is 4 or fewer staff to oversee.
The contract Supervisor/Lead is responsible for managing up to but not limited to the operations while on duty and ensuring all policies and procedures are being met on a consistent basis. Supervisors/Leads are responsible for their entrance or location of duty and not other entrances where applicable, including but not limited to opening and closing the site, daily inventory tracking, managing cash where applicable, handling on-site customer issues, collection and reporting of any damage claims and enforcing the company policies, procedures and bylaws.

Brand Ambassador

The Brand Ambassador is responsible for providing high-end customer services to guests while promoting the brand awareness of the establishment. The Brand Ambassador must embody the brand they are endorsing. They must aid customers with various requests and park and retrieve guest vehicles.

Support Staff

Key Master – The key master is responsible for managing the inbound and outbound flow of all vehicle keys in possession by the valet team.

Lot Attendant – The lot attendant is responsible for facilitating the flow of vehicles into and out of the parking zones

Cashiers – The cashier is responsible for initiating vehicle requests along with processing customer payments

Concierge – The concierge is responsible for initiating vehicle requests along with aiding customers with various requests such as placing a guests belongings securely in their vehicle. Door service and other services as requested.

Traffic Directors – Traffic directors are responsible for managing the flow of vehicles in and out of the valet drop off/pick up zones along with any other areas on-site where vehicle ingress or egress is involved.

Valet Drivers

The Valet Driver is responsible for parking and retrieving guest vehicles and greeting guests.

Standby Driver

Same as Valet Driver but the standby is someone who is ready to cover any short notice sick call that our operation may receive. The employee is required to be available for the entirety of the Standby shift timings. However, if there are no sick calls that day you will be dismissed for the day after 4 hours.


Contracts Department Guidelines

2.1 Minimum 1-day availability per calendar week must be maintained on Humanity

2.2 Shift replacement is the responsibility of the scheduled worker with the only exception of a medical emergency or severe health issue (doctor’s note required). In these exceptions, the Operations Coordinator must be notified via phone along AND the employee must submit a leave request on Humanity

2.3 Standard operating procedures document to be read of the particular contract prior to your first day on-site

2.4 Employees MUST work a minimum of 5 shifts per month in order to be in good standing with the company

2.5 Each contract location will have an SOP document created outlining specific procedures of the location including setup/opening, vehicle inbound, designated parking, vehicle request & outbound, payment processing, & closing procedures. The document will include detailed maps and photos helping the opening employee ensure a consistent level of service daily.

2.5.1 It is the employee’s responsibility to ensure when scheduled to work at a contract location for the first time to be provided with an SOP document prior to his shift.
2.5.2 It is required that an online test be taken by the employee in order to be scheduled at a contract location with a passing grade of 80% or higher.

Event Department Guidelines

3.1 Employee are not expected to have any open availability on Humanity

3.2 Employees must work a minimum of 1 shift per week and 5 shifts per month


Company Policies

All policies listed below can be found online in their entirety, there are also a vast number of additional policies listed online and all these can be found at www.gatsbyvalet.com/employees under the tab “Policies”.

Uniform

Uniform policies vary slightly from contract to contract and can be found in the Uniform Expectations Guide document; however, there are minimum standards that apply to all contracts. It is expected that the uniform items listed below are worn at all times while on duty at a contract location. It is also expected that all uniform items adhere to the following:

  • Wrinkle Free
  • Free from stains, lint, dirt & hair/fur
  • Fitted to body
  • Free from any patterns or visible markings

It is recommended that the employee purchase more than one of the uniform items. Please see the Doc.19 – Uniform Expectations Guide for a useful guide on the uniform policy based on the specific contract location and weather.

4.1.1 White long sleeve or short sleeve dress shirt
Long sleeve dress shirts must be sourced by the employee and meet the below specifications and guidelines. Short sleeve dress shirts can be purchased from Gatsby Valet at a rate of $20 per shirt.

4.1.1.1 Dress shirt must have an English spread or Standard spread collar
4.1.1.2 Dress shirt must be tucked into your pants at all times. Shirts are prone to untucking after entering & exiting a vehicle so ensure you check regularly.
4.1.1.3 Long sleeve dress shirt cannot be rolled up
4.1.1.4 Dress shirt buttons must be white or clear
4.1.1.5 Top button must be done

4.1.2 Black Skinny Tie
Black skinny tie can be sourced by the employee and is also available for sale by Gatsby Valet at a rate of $10 per tie.

4.1.2.1 Knot must cover the top button of a dress shirt
4.1.2.2 Double Windsor knot is preferred
4.1.2.3 Tie length must reach just below the belly button
4.1.2.4 Tie must be centered covering all shirt buttons

4.1.3 Heather Gray Vest
Vests must be supplied by Gatsby Valet to an employee at a rate of $25 per vest

4.1.3.1 All vest buttons must be done up at all times
4.1.3.2 Tie must be tucked under vest
4.1.3.3 Vest must cover beltline

4.1.4 Pin
The standard pin to be worn is the Gatsby G pin that is supplied to the employee at a rate of $5 however certain contracts require a custom pin to be worn. The SOP document at each contract will help you determine the correct pin that needs to be worn.

4.1.4.1 Pin to be placed on the left breast of the outermost layer of clothing
4.1.4.2 Pin to be centered vertically at the center of the breast

4.1.5 Black Dress Pants
Pants must be sourced by the employee.

4.1.5.1 Pants must be worn with an accompanying black belt
4.1.5.2 Shorts are not permissible
4.1.5.3 Denim (Jeans) are not permissible
4.1.5.4 Pants must be worn at the waistline

4.1.6 Black Shoes/Boots
Footwear must be sourced by the employee.

4.1.6.1 Velcro is not permissible
4.1.6.2 Loafers are not permissible
4.1.6.3 Black socks must be worn
4.1.6.4 No show socks (ankle) are not permitted

4.1.7 Black Ushanka Winter Hats
Ushanka hat will be supplied to employees at a rate of $30.

4.1.7.1 No other hat is permissible both in the summer and winter months

4.1.8 Scarf & Gloves
A scarf will be supplied to employees at a rate of $20. Certain contract locations do not allow scarves to be worn, please see the Uniform Expectation Guide document for a particular contract for any exclusions. Gloves must be sourced by the employee

4.1.8.1 No other scarf is permissible
4.1.8.2 Scarf must be tied using the “city slicker” knot style
4.1.8.3 Scarf must be tucked into a coat
4.1.8.4 Gloves must be solid black in colour

4.1.9 Coats
Coats can be sourced by employees but must be approved by management prior to use. Raincoats cannot be sourced by employees and must be purchased from Gatsby Valet at a rate of $30.

4.1.9.1 Full uniform must be worn under coat unless completely covered by a coat and scarf.

Grooming & Appearance 

(see Uniform & Personal Hygiene Policy)

The below grooming standards must be followed at all contract locations. It is expected that regular hygiene habits will be followed in addition to the below. For a full description of all Grooming and Appearance expectations please see our Uniform & Personal Hygiene Policy.

4.2.1 Hair must be combed with an exception when wearing an ushanka hat.
4.2.2 Sunglasses are permissible, however, the Manager can ask that they be removed.
4.2.3 No face piercings of any kind while on duty
4.2.4 Visible tattoos are not permissible
4.2.5 Facial hair is acceptable, however, please reference the specific SOP of the contract for restrictions.
4.2.5.1 Facial hair must be well kept and combed
4.2.6 Strong fragrances not permissible

Scheduling Policy

Employees will be scheduled for shifts based on their Humanity Weekly Availability. It is the responsibility of the employee to maintain their Weekly Availability up-to-date at all times. Employee schedules are published at 5 pm every Wednesday, employees then have 48 hours to request shifts if they are not already scheduled. If there are still open shifts after this 48 hours period then the Scheduling Department will schedule employees based on Humanity Availability.

NOTE: Gatsby Valet offers employees the opportunity to request available unfilled shifts as a courtesy.

4.3.1 Standby Shifts (see Standby Policy)
4.3.1.1 If there is a sick call for the site you are at then you will remain at that location. However, if the sick call is for another site you will be asked to report to that location. We have determined that there will be 2 scenarios:

Scenario One
You drove your own vehicle to work.
We will compensate you for the kilometers to and from the location you will be covering.

Scenario Two
You took transit to work.
We will pay for an Uber to and from the location you will be covering, we will Uber you directly home at the end of your shift for added convenience.

Humanity Availability Bylaw

Weekly Availability – this is your consistent availability to work throughout the year. This availability is not often changed unless your availability is changing permanently.

(Example: Jane Doe is available to work Mondays from 12 pm onwards, Thursdays from 4:30 pm onwards and Saturday/Sunday all day) 

If you are already currently scheduled on the days that you are no longer available then you must submit a leave request via Humanity with an explanation. If a Weekly Availability request is submitted where there are no days/times available then Gatsby Valet will accept that request as your voluntary resignation from your position.

Furthermore, if you are a part-time employee you must have a minimum of 2 shift times available in order to be scheduled for shifts AND work a minimum of 5 shifts per month to remain an active employee with Gatsby Valet.

Blackout Dates Bylaw

“Time off” blackouts are a block of dates during which employees cannot schedule time off due to a high volume of shifts, special events or other various reasons.

This bylaw applies to ALL Gatsby employees and is strictly enforced. Blackout dates will be posted on the Humanity Message Wall and emailed via Humanity inbox to all staff with as much notice as possible. If staff fail to attend a scheduled shift during a blackout date Gatsby Valet management reserves the right to expedite disciplinary action.

General Conduct

(see Code of Conduct Policy)

4.6.1 Smoking is not permissible during the entire shift including breaks
4.6.2 Personal electronic devices are not to be used while on duty.
4.6.2.1 If SOP states otherwise devices such as laptops must be free from any personal markers such as graffiti or stickers, etc.
4.6.3 Reading material such as books & magazines are permissible at select contract locations.
4.6.4.1 Please reference the SOP document of the particular contract.
4.6.4 Lunch breaks are not to exceed 30 minutes for any 8 hours or less shift
4.6.5 Standard breaks are not to exceed 15 minutes
4.6.6 Tethering to internet-connected company electronics is not permissible
4.6.7 Food is not to be visible nor consumed while at post
4.6.8 Drinks are not to be visible while at post; however’ they can be concealed and consumed while at post.
4.6.9 Where a valet stool/chair is not present, it is not permissible to lean or sit on various objects while at your post.
4.6.10 Acting in a professional manner during the entirety of the shift is expected.
4.6.11 At post, position specifics will be outlined in SOP and must be adhered to while on duty.
4.6.12 All employees are responsible for maintaining a clean and organized working environment on the premises.
4.6.13 Using the iDevice at the contract location, all employees must sign-in upon the start of their shift and sign-out upon the end of their shift.
4.6.13.1 – In the event the iDevice is not charged or malfunctioning, it is mandatory that you contact the Operations Coordinators to notify immediately.
4.6.14 Where PRK-Pro is present, it is expected that the opener of the valet sign in upon arriving on site.
4.6.15 It is the responsibility of each employee to view his or her schedule on the appropriate scheduling program on a daily basis to ensure they are scheduled. Gatsby Valet is not required to send email notifications of any updates to their schedule.
4.6.16 Under no circumstance is having friends or family loitering around the valet bay or inside valet booth acceptable. The acting supervisor will be held responsible if caught and is grounds for immediate termination or removal form contract location.

Valet Parking Conduct

4.7.1 Valid Driver’s license must be present at all times while on duty
4.7.2 Vehicle seats & mirrors are not to be adjusted unless not doing so poses a safety or health risk.
4.7.3 Music channel in vehicle is not to be altered, however, turning volume down is permissible.
4.7.4 Headlights are required to be in the auto position prior to exiting vehicle
4.7.5 Vehicle must be locked with windows/sunroofs shut after parking
4.7.6 Vehicle must be reversed into parking stall unless stated otherwise by the Manager
4.7.7 Valet parking procedures must be adhered to
4.7.8 Keys to vehicles are never to be placed inside pockets
4.7.9 Never operate a manual transmission vehicle unless approved by Gatsby Valet management

Work Locations

4.8.1 You may be expected to perform work duties at other locations or sites deemed reasonable by Gatsby Valet.
4.8.2 Gatsby Valet has multiple locations within Ontario, depending on business needs and financial requirements, you may be transferred to another location, whether temporarily or permanently. In the event of a transfer, the Employee will be provided advanced notice to support a successful transition.

Damage Claims

4.9.1 Damage claims procedure (see Section: 5.4) must be adhered to
4.9.2 Damages caused to guest vehicle must be reported to guest by the manager or if not present the supervisor
4.9.3 Damage claims report must be filled on the spot with the claimant. Please find the Gatsby forms page at the following link: https://www.gatsbyvalet.com/employees/forms-2/ on this page you will find the required claims report that is needed to be filled out.

Manager & Supervisor Obligations

The below will outline requirements that must be met by the contact managers and supervisors.

4.10.1 All reports and revenue collections are in balance with systems in place at the specific contract location outlined in the SOP document.
4.10.2 All reports and any discrepancies must be reported by the end of the shift time using the system specified in the corresponding contract SOP document
4.10.3 Gratuity distribution must be approved by the on site Manager or Supervisor prior to be given to the employee.
4.10.4 All inventory on site must be accounted for on a daily basis. Any discrepancies must be reported to the head office immediately.
4.10.5 All supplies relating to the day-to-day operations must be replenished by the contract manager using personal funds, which will be reimbursed.
4.10.6 Scheduling changes must be coordinated and approved by the contract manager
4.10.7 If other entrance locations are present, the contract manager is responsible for periodic spot checks to ensure all policies are being followed throughout the day.
4.10.8 Employee markups (Form 6.4) must be made within 24 hours in the event the contract manager witnesses an employee in violation of one of the company policies or procedures.
4.10.9 Staffing adjustment requirements based on demand levels must be reported to the master scheduler prior to adjusting the schedule.

Workplace Violence and Harassment Policy

The Management of The West Egg Group Corp., its partners and subsidiaries, are committed to the prevention of workplace violence. Violent behaviour is unacceptable and will not be tolerated. This applies to employees, customers, visitors, suppliers and contractors. We define workplace violence as verbal or written threats or any expression of an intent to inflict harm.

Examples of violence include, but are not limited to: verbal abuse, threatening behaviour (such as fist-shaking), swearing, destruction of property, throwing objects, and physical attacks such as pushing and shoving, hitting or kicking.

All workers are encouraged to raise concerns about the potential for workplace violence and to report all incidents of violence by visiting the Gatsby forms page found at www.gatsbyvalet.com/forms and filling out Form 6.9. No negative consequences will result from reports made in good faith.

Management will investigate and appropriately deal with all reported incidents while respecting the privacy of those involved.

The Management of The West Egg Group Corp., its partners and subsidiaries, are dedicated to providing a work environment where everyone is treated with respect. Workplace harassment is unacceptable, and will not be tolerated whether it occurs in person, through the internet or social media, or by telephone. This applies to employees, customers, visitors, suppliers and contractors.

We define workplace harassment as engaging in repeated comments and/or behaviours that are offensive, embarrassing, intimidating, humiliating or demeaning to a worker or a group of workers.

The first time there is an incident, the harassed should make it clear to the aggressor that their comments and/or behaviours are unwelcome and unwanted, and that they should cease immediately.

Examples of harassment include, but are not limited to: making jokes or innuendoes, displaying or circulating offensive pictures or materials (either in print, or electronically), bullying, inappropriate advances, suggestions, and touching.

All workers are encouraged to report any incidents of workplace harassment by visiting the Gatsby forms page found at www.gatsbyvalet.com/forms and filling out Form 6.9, and can be assured that no negative consequences will result from reports made in good faith. Management will investigate and appropriately deal with all reported incidents while respecting the privacy of those involved.

Substance Abuse Policy

Employees under the influence of drugs or alcohol on the job can pose serious health and safety risks to both themselves and their fellow employees and our customers. To help ensure a safe and healthy workplace, The West Egg Group reserves the right to prohibit certain items and substances from being brought on to or present on company premises.

Employees are expected to arrive to work fit for duty and able to perform their duties safely and to standard;

4.12.1 Employees must remain fit for duty for the duration of their shift;
4.12.2 Use, possession, distribution, or sale of drugs or alcohol during work hours, including during paid and unpaid breaks, is strictly prohibited;
4.12.3 Employees are prohibited from reporting to work while under the influence of recreational cannabis and any other non-prescribed substances;
4.12.4 Use and possession of medically prescribed or authorized drugs is permitted during working hours, subject to the terms and conditions of the company’s policies and all applicable legislation;
4.12.5 Employees on medically approved medication must communicate to management any potential risk, limitation, or restriction requiring modification of duties or temporary reassignment; and
4.12.6 Employees are expected to abide by all governing legislation pertaining to the possession and use of cannabis.

The West Egg Group will:

4.12.7 Clearly communicate expectations surrounding alcohol and drug use, misuse, and abuse;
4.12.8 Maintain a program of employee health and awareness;
4.12.9 Provide a safe work environment;
4.12.10 Review and update this policy regularly

Management will:

4.12.11 Identify any situations that may cause concern regarding an employee’s ability to safely perform their job functions;
4.12.12 Ensure that any employee who asks for help due to a drug or alcohol dependency is provided with the appropriate support (including accommodation) and is not disciplined for doing so;
4.12.13 Maintain confidentiality and employee privacy

Employees must:

4.12.14 Abide by the provisions of this policy and be aware of their responsibilities under it;
4.12.15 Arrive at work fit for duty, and remain so for the duration of their shift;
4.12.16 Perform work safely in accordance with established safe work practices;
4.12.17 Avoid the consumption, possession, sale, or distribution of drugs or alcohol on company property and during working hours (even if off company property);
4.12.18 When off duty, refuse a request to come into work if unfit for duty;
4.12.19 Report limitations and required modifications as a result of prescription medication;
4.12.20 Report unfit co-workers to management;
4.12.21 Seek advice and appropriate treatment, where required;
4.12.22 Communicate dependency or emerging dependency to management or human resources;
4.12.23 Follow the after-care program, where established.

Disciplinary Action
Employees found in violation of this policy may be subject to termination of employment. Gatsby Valet has zero-tolerance for any form of intoxication, impairment while on any company site.
Where applicable, Gatsby Valet may also take legal action in accordance with the law.

Cannabis Policy

Gatsby Valet has adopted this policy to communicate its expectations and guidelines surrounding cannabis use, misuse, and abuse. To help ensure a safe and healthy workplace, and subject to very narrow exceptions, Gatsby Valet reserves the right to prohibit certain items and substances from being brought on to or being present on company premises.

Employees must:

4.13.1 Arrive at work fit for duty, and remain fit for duty throughout their shift;
4.13.2 Perform work safely in accordance with company-established safe work practices;
4.13.3 Avoid the consumption, possession, sale, or distribution of cannabis, other drugs, or alcohol on company property, and during working hours even if off company property;
4.13.4 When off duty, refuse a request to come into work if unfit for duty;
4.13.5 Report limitations and required modifications as a result of medically approved cannabis use;
4.13.6 Report unfit co-workers to management;
4.13.7 Seek advice or appropriate treatment, where required;
4.13.8 Communicate dependency or emerging dependency;
4.13.9 Follow the after-care program, where established; and
4.13.10 Abide by all governing legislation pertaining to the possession and use of cannabis.

Disciplinary Action
Employees found in violation of this policy may be subject to termination of employment. Gatsby Valet has zero-tolerance for any form of intoxication, impairment while on any company site.
Where applicable, Gatsby Valet may also take legal action in accordance with the law.

Leave Requests

(see Vacation Policy & Sick Leave Policy)

Any form of leave requests must be submitted via Humanity. Failure to submit the leave and also ensuring you are submitting the appropriate leave (ie: PEL for sick day) can result in the leave being rejected and/or an unauthorized leave (No Show) being documented on your employment file.

Requests are pending approval and the staff is responsible for ensuring coverage is found otherwise they are responsible for fulfilling the shift.

For PEL Requests

4.14.1 If the staff does not show up to their scheduled shift, simply submitting a form is not a valid enough reason and the infraction will be recorded in their file. If you are unable to attend a scheduled shift you MUST first contact Brandon Cohen from the Scheduling Department and then submit the leave via Humanity.

Day Off Requests

4.14.2 When requesting more than 2 days in a row off a minimum lead time of 2 weeks is required.
4.14.3 When requesting 1 day off a minimum lead time of 1 week is required.

It is the responsibility of the employee to find a replacement by following Section 5.5 Shift Replacement procedure prior to submitting this form.


Valet Procedures
Vehicle Parking Procedure

5.1.1 – Open passenger door and offer a hand where applicable followed by shutting the door behind the guest
5.1.2 – Greet guest according to SOP document
5.1.3 – Provide guest with customer claim ticket
5.1.4 – Follow PRK-Pro inbound scanning procedure if applicable or handwrite vehicle make, model, colour and license plate on the key tag ticket
5.1.5 – Place key tag and dash tag tickets on vehicle dash
5.1.6 – Enter vehicle, turn down volume of stereo system, engage seat belt & adjust seats and mirrors if not doing so creates a safety risk.
5.1.7 – Enter designated parking lot as outlined in the contract SOP document
5.1.8 – Reverse vehicle into parking stall (Where applicable)
5.1.9 – Detach dash tag ticket from key tag ticket and leave the dash tag ticket on vehicle dash with the vehicle numbers facing up and visible.
5.1.10 – Ensure all windows are closed, headlights are in the auto position, and doors to vehicle are locked
5.1.11 – Identify the location ID of the parking stall used and record this information on the back of the key tag ticket
5.1.12 – Follow PRK-Pro key storage scanning procedure if applicable or simply place the keys inside the key box. Please use the last 2 digits of the key tag ticket to determine which key hook number to place keys onto.

Vehicle Retrieval Procedure

Please note that the initiation of a vehicle retrieval will occur by a guest request that can occur either in person or online via the PRK-Pro system. In both scenarios the information you are looking for is the last 3 digits of the customer claim ticket. Only the last 2 digits will pinpoint the key hook number the keys are located on; however, knowing the 3rd digit will help filter further in the event there are multiple keys on the same key hook. Please also note that at certain contract locations the customer payment procedure will have to take place prior to this process.

5.2.1 Locate keys in key box and follow the PRK-Pro outbound scanning procedure if applicable
5.2.2 Determine the vehicle parking location by viewing the key tag ticket or through the PRK-Pro system
5.2.3 Follow the parking outbound procedures located in the contract SOP document
5.2.4 Greet guest with farewell and obtain customer claim ticket
5.2.5 Ensure guest has paid for service by following the PRK-Pro payment confirmation check procedure
5.2.6 Follow the PRK-Pro vehicle taken procedure where applicable

Customer Payment Procedure

5.3.1 – Greet guest and obtain customer claim ticket number
5.3.2 – Initiate customer request through PRK-Pro system by following the Initiate customer request procedure or document the number on a notepad.
5.3.3 – Hand customer claims ticket back to guest and ask how they wish to pay for the service.
5.3.4 – Process payment through the PRK-Pro system (see PRK-Pro Procedures for more information) or document the method of payment next to the claim ticket number on the notepad.
5.3.5 – Print Receipt and hand to guests and thank them for using the service. Inform them there will be a brief wait for their vehicle to arrive and to ensure they hand the claim ticket to the driver that brings up the vehicle.

Damage Claims

Damage claims are classified into 4 sections: low level, medium level, high level and misc claims. Below will outline the parameters and protocols for each type. It is up to the onsite manager or supervisor to decide if the claim warrants complimentary valet where applicable.

5.4.1 – Low-Level Claim

Parameters:

          • No injuries
          • Minor damage to vehicle(s)
          • Vehicle is driveable

Protocol:

          • Park vehicles in the designated parking area or in a safe area not interfering with traffic or operations.
          • Assess damages and cause of damages along with the valet driver name that caused damage.
          • Take a minimum of 3 photos from 3 separate angles.
          • Take note of valet ticket number along with make, model and colour of vehicle.
          • When a guest requests a vehicle take guests away from the drop off zone and begin explaining what occurred.
          • When dealing with the guest the goal is to put them at ease and assure them that the incident will be handled timely and professionally.
          • Using your personal iDevice, access Form 6.5 – Damage Claim Report, together with the guest fill out the report.
          • Please inform the guest that they will automatically receive an email with a copy of the form along with contact details of the claims department.
          • The claims manager will be in contact with them within 48 hours detailing the next steps.

5.4.2 – Medium Level Claim

Parameters:

          • No Injuries
          • Major damage to vehicle(s)
          • Vehicle is NOT driveable

Protocol:

          • Have pylons brought to sequester the scene and prevent further damage
          • If a vehicle is interfering with operations or public traffic call a local towing company to move vehicles to designated parking zones or in a safe area.
          • Assess damages and the cause of damages along with the valet driver name that caused damage.
          • Take a minimum of 3 photos from 3 separate angles.
          • Take note of valet ticket number along with make, model and colour of vehicle.
          • When a guest requests a vehicle take guests away from the drop off zone and begin explaining what occurred.
          • When dealing with the guest the goal is to put them at ease and assure them that the incident will be handled timely and professionally.
          • Using your personal iDevice, access Form 6.5 – Damage Claim Report, together with the guest fill out the report.
          • Please inform the guest that they will automatically receive an email with a copy of the form along with contact details of the claims department.
          • The claims manager will be in contact with them within 48 hours detailing the next steps.
          • Determine the address of the body shop/mechanic the guest would like the vehicle towed to.
          • Contact a local tow truck and have a vehicle towed to the address provided by the guest.
          • Coordinate a taxi home for guests

5.4.3 – High Level Claim

Parameters:

          • Injuries sustained
          • Major vehicle damage
          • More than one vehicle may be involved

Protocol:

          • Call 911 to report incident
          • Assign a staff member to wait with the injured person(s) until an ambulance arrives.
          • Have pylons brought to sequester the scene
          • Follow all steps outlined by police officer
          • If vehicle is interfering with operations or public traffic, call a local towing company to move vehicle to designated parking zone or in a safe area
          • Take a minimum of 3 photos from 3 separate angles.
          • Take note of valet ticket number along with make, model and colour of vehicle.
          • When a guest requests a vehicle take guests away from the drop off zone and begin explaining what occurred.
          • When dealing with the guest the goal is to put them at ease and assure them that the incident will be handled timely and professionally.
          • Using your personal iDevice, access Form 6.5 – Damage Claim Report, together with the guest fill out the report.
          • Please inform the guest that they will automatically receive an email with a copy of the form along with contact details of the claims department.
          • The claims manager will be in contact with them within 48 hours detailing the next steps.
          • Please note that there may be more than one guest vehicle damaged. In this scenario you will be required to fill out two separate forms.
          • Determine the address of the body shop/mechanic the guest would like the vehicle towed to.
          • Contact a local tow truck and have vehicle towed to the address provided by the guest.
          • Coordinate a taxi home for guests

5.4.4 – Misc Claims Wear & Tear, Stolen Property, & Lost Key Claims

Parameters:

          • Misc claims include wear & tear items such as clutch, power windows, e-brakes, interior damage.
          • It also includes stolen goods from vehicles, lost keys, and vandalism to vehicles.

Protocol:

          • Discuss the concerns of the guest and the nature of their claim.
          • Assess damages/loss and gather all necessary information from guest.
          • Take a minimum of 3 photos from 3 separate angles where applicable
          • Using your personal iDevice, access Form 6.5 – Damage Claim Report, together with the guest fill out the report.
          • Please inform the guest that they will automatically receive an email with a copy of the form along with contact details of the claims department.
          • The claims manager will be in contact with them within 48 hours detailing the next steps.
Shift Replacement

Shift replacements are requested in order to facilitate/minimize the disruption to the contract and schedule. Note that providing a replacement DOES NOT mean that your requested day will not be deducted from your eligible amount of days off.

Benefits of providing replacements:

  • All requests that provide replacements are documented in favor of the employee
  • Considered when an employee requests more than their eligible amount of days off
  • When requests are submitted without the appropriate amount of notice it increases the chances that your request will be granted.

You are required to attend any shift you are scheduled for if your Day Off/Vacation request has been denied. Failure to attend the shift in question is grounds for immediate termination.

Reimbursements Procedure

If an employee has made purchases personally with authorization from management on behalf of the company the following procedure must be followed.

5.6.1 – Take a photo of the receipt
5.6.2 – Fill out Form 6.13: Reimbursement Form
5.6.3 – Allow approximately 15 days for the process

Complaints Resolution Procedure

Complaints from guests can arise from a multitude of scenarios. Common instances include but are not limited to:

  • Wait times on arrivals or departures
  • Employee attitude or behavior
  • Poor vehicle handling or abuse
  • Unpleasant odor in the vehicle

In all possible guest complaint scenarios, the below guidelines should be followed in order to help reverse the negative experience of the guest involved.

  • Discuss the guest’s complaint without interruption or sounding displeased
  • Assess the severity of the claim
  • Gather information about the claim (employee(s) involved, details of incident)
  • Express genuine concern about the claim and assure the guest that the proper action will be taken
  • Depending on the severity of the complaint, offer the guest complimentary valet service as reparation
  • Encourage guests to visit: ValetReview.com and fill out the online form.

Remember the Customer Service Conflict Resolution Procedure H-E-A-T
H – Hear them out (and don’t interrupt)
E – Empathize
A – Apologize
T – Take Action (attempt to find a resolution or guide them to the individual that can find a resolution for them)

Clocking in/out

Prior to your commencement, you should have received an activation email from Humanity, our schedule and time and attendance app. Please make sure to download and sign into the app prior to your first shift.

5.8.1 – Open the app and click on “Dashboard”
5.8.2 – On the Dashboard, you will see today’s date and the “Clock In” button
5.8.3 – The GPS Location screen will open and you must click on the “clock in and send location” button
5.8.4 – Click “Done”
5.8.5 – If you forget to Clock in or out or both you MUST submit Form 6.7 Timesheet Update at the end of our shift.

Failure to submit Form 6.7 in time may result in that shift not being included in your pay, if this occurs once you submit the Form 6.7 those hours will be paid at the next regular scheduled pay date.

Operational Troubleshooting

5.9.1 – Lost Keys

  • Locate vehicles in the parking lot and determine if the door is unlocked. If unlocked, enter the vehicle, place your foot on the brake and try to start the vehicle. If the vehicle starts then the key is present inside the vehicle. If the vehicle does not start, no key is present, proceed to the next step.
  • Ask guests to check pockets for key to ensure that the guest did not forget to surrender their keys upon arrival if the vehicle has a keyless ignition system.
  • Have all staff search their pockets in case the keys have been placed in a pocket
  • Search around key box and parking floor to ensure keys were not dropped.
  • Ask all valet staff, including staff that have signed-out, to check pockets for keys.
  • If keys have not been recovered, provide a taxi service to allow the guest to retrieve secondary keys from their home or a family member.
  • If there is no secondary key, have the vehicle towed to a specialist to have the key system replaced and provide the guest with a rental vehicle. Proceed to fill out Form 6.5 Damage Claim report with the client.

5.9.2 – Vehicle will not start

  • Check the accessories to ensure that the battery is not depleted
  • If the battery is depleted, have a staff member use their personal vehicle to perform a jump start.
  • If no staff vehicles are available, or if staff are uncomfortable with jump-starting, call a tow truck company to jump-start the vehicle.
  • If the battery is in working order and the vehicle will not start, consult with the guest to determine whether this is a pre-existing issue for which they have a solution.
  • If there is no pre-existing issue, follow 4.4.4 – Wear & Tear, Stolen Property, & Lost Key Claims procedure
  • Provide clients with a taxi home along with facilitating the towing of guest vehicles.

5.9.3 – Guest is intoxicated

  • Contact security immediately in order to ensure the safety of staff and patrons alike, as any guest who requests their vehicle while intoxicated may not take kindly to being refused their keys
  • Inform guests that you are unauthorized to retrieve vehicles as they are suspected to be intoxicated.
  • Security will be responsible for handling the situation.
  • Ensure when speaking with the guest you are calm and treat them with dignity; assume that they are unaware of their intoxication and assure them that they will be able to get to their destination safely by other means.
  • Provide the guest with the option to either wait on-site until they are sober, or arrange for a taxi or Uber-like service.
  • If the guest needs something from their vehicle, they must be escorted and should not be allowed to handle the keys in case they attempt to depart with their vehicle.
  • The guest may return to retrieve their vehicle at a later time

5.9.4 – Guest refuses to pay for valet service

  • Contact security immediately in order to ensure the safety of staff and patrons alike before confronting the guest.
  • Speak with the guest calmly and let them know that if they do not wish to pay, they will have to speak with security as we are not authorized to return keys for unpaid vehicles.
  • If the guest becomes belligerent or angry, calmly inform them that the police will be contacted if they continue to behave in that manner.
  • Also let them know that if the police are involved and they continue to refuse payment, that their vehicle may be towed away from the premises at their own expense.
  • Contact police if necessary, or if the guest is threatening staff
  • If the guest has been removed by the police, contact a towing company to remove the vehicle

5.9.5 – Flat Tire

  • Park vehicles in the designated parking area or in a safe area not interfering with traffic or operations.
  • Look for a spare tire in the vehicle.
  • If a spare tire is found, proceed with replacing the tire and continue to follow steps from 4.4.1 – Low-Level Claim Procedure
  • If a spare tire is not found, continue to follow steps from 4.4.2 – Medium Level Claim Procedure

Company Forms

All forms can be found at www.gatsbyvalet.com/forms-2
Gatsby Valet has a multitude of online forms available to all staff, 24 hours a day 7 days a week. Below is a list of the most commonly used forms by employees.

6.4 Employee Accountability Form
This form is used by any employee within the company when encountering an employee in violation of one or more policies, procedures, and bylaws.

6.5 Damage Claim Report
This form is to be filled out in the event one of the instances outlined in section 5.4 Damage claims procedure has occurred.

6.6 Quality Assurance Form
This form is to be filled by management when doing site visits for quality assurance purposes. The visit will be marked with an overall grade based on various criteria as outlined in sections 4 & 5 of this document.

6.7 Timesheet Update
This form is to be filled out in the event there are any mistakes in an employee’s clock in or out times including if they failed to clock in or out during a shift worked.

Emails sent by the employee regarding the above will not be accepted and will be directed to fill out form 6.7.

6.9 Workplace Violence/Harassment Complaint Form
This form is to be used in any case there is a situation of bullying and/or harassment in the workplace. Any submissions will be followed up by upper management and an investigation will proceed to ensure all issues are resolved.

6.12 Employee Recognition Report
This form can be filled by any Gatsby employee that witnesses another employee going above and beyond and would like to document and recognize this employee for what they have done. Recognition can occur on the field and off the field in the example of an employee taking on a last-minute shift when no one else is willing to etc.

6.13 Expense Reimbursement Form
This form is to be filled in the event an employee has made a purchase and has a receipt that they would like the company to compensate them for.

6.14 Uniform Request Form
This form is to be filled out by any employee that they themselves require a particular uniform piece or if they see an employee that is in need of a particular piece and so can fill one out on their behalf.

7.4 Payroll Discrepancy Form
This form is to be filled out by any employee that has any questions/concerns regarding their pay. If any employee sends an email instead of this Pay Discrepancy Form you will be redirected to this form before the matter is addressed.