Valet Key Performance Indicator Guide

Internal Metrics

Through quality assurance spot checks by client or Gatsby management.

Category 1: Curb Presence

  1. On personal idevice while at post

  2. Not at designated post

  3. Poor body language (while at post or not at post)

  4. Poor demeanor

  5. Failed the 3 second rule

  6. Food or drinks visible from curb

  7. Poor equipment positioning  

  8. Friend loitering at post

Category 2: Uniform

  1. Not in full complete uniform (See uniform policy guide)

  2. Poor uniform quality

  3. Improperly worn uniform

  4. Uniformity among staff not achieved  

Category 3: Operations

  1. Vehicles not tagged in parking lot

  2. Key box not fully locked

  3. Booth or podium not organized/tidy

  4. Keys not inside key box

  5. Guest Vehicles not parked in designated parking area

  6. Employee vehicle not parked in designated parking area

  7. Doors of guest vehicles not locked  

External Metrics

Through complaints brought forth by guest, by stander, or employee of contract location

Category 1: Vehicle Related

  1. Speeding

  2. Careless driving/on phone while driving

  3. Music playing loud

  4. Revving engine at idle

  5. Stalling vehicle

  6. Excessive clutch use

  7. Stereo/seat/headlight presets adjusted

  8. Vehicle dirty interior

  9. Vehicle dirty exterior

  10. Foul odor in vehicle (cigarette or body odor)

  11. Passenger present inside of guest vehicle

  12. Theft of item inside vehicle

  13. Damage to body of vehicle

  14. Damage to wear & tear vehicle part (Tires, clutches, window motors, etc)

  15. Vehicle will not start (head lights left on)

  16. Keys locked inside of guest vehicle

Category 2: Behaviour / Environment Related

  1. Poor attitude / rude to guest

  2. Friend loitering at post

  3. Smell of marijuana at post

  4. Profane language heard

  5. Unprofessional conduct while at post


Category 3: Service Procedure Related

  1. Excessive wait times on arrival

  2. Excessive wait times on departure

  3. Staff not at designated post

  4. Operations not open at scheduled time

  5. Operations closed earlier then scheduled time

  6. Guest turned away during lot shutdown

  7. Keys lost/misplaced

  8. Not following specific SOP guideline brought forth by client