THE KEY to a successful business operation is how well employees know and perform their duties and responsibilities. Curbside understands the value of a well-trained employee and has developed a program to educate employees. A sample of our training programs: Employee Handbook The Employee Handbook is a compilation of policies and procedures governing employee conduct and responsibility. All employees are required to review the handbook information and adhere to the standards set forth. The handbook contains general company information, including our mission statement, benefits and organizational chart, as well as standards for customer relations, appearance, vehicle possession and situational responses. We emphasize our adherence to professional conduct in all transactions. Standard Operating Procedures We recognize the uniqueness of each account's needs, challenges and demands. In that respect, standard operating procedures detailing every aspect of the operation are developed for each account. All valet attendants are trained to understand and know the specifics of their account, including the needs and expectations of the particular clientele, to ensure a consistent and smooth operation. This training is performance-based and takes place on the job under the direction of a team leader or manager. Customer Service The valet parking industry is a customer service business and it is required that all Curbside employees are trained in providing exceptional service. Instruction is given on who the customers are, what the customer wants and why Curbside must provide exceptional service. Other topics include perception and impression, communication skills, building a rapport, service with a smile and proactive problem solving in dealing with difficult situations. Upon completion of the training, employees have an understanding of how to deal with every customer in a professional and lasting manner. Manager Training Managers today wear many hats and must serve as coach, leader, trainer, disciplinarian and advisor. In order to handle the numerous demands, managers undergo training in all aspects of valet operations, including human resources, performance guidelines, incident reporting, liaison responsibilities and leadership. Managers also attend professional seminars on coaching and motivational skills, supervisory techniques and front-line leadership. JCAHO Curbside understands the healthcare environment and the standards set forth by the Joint Commission on Accreditation of Healthcare Organizations (JCAHO). We have developed a training program to address the healthcare environment in the areas of security management and emergency preparedness. The training programs are unique to each healthcare institution and are developed in partnership with the Security Director and/or designees. In addition, we maintain all required documentation and records of training. Training to meet the JCAHO Environment of Care standards include: • healthcare institution mission • types of security incidents and how to report • phone numbers, alarms, duress call