Parking Professional Primer

The Parking Operations Primer (POP) is a training program designed for Parking organizations to assist with orienting new frontline staff and supervisors to the fundamentals of a parking operation.

The Purpose of the Program

The versatile POP training program can be used to introduce recent hires to their new job, as a refresher course for long-term, front-line staff in need of revitalization, and can be used as a tool for training personnel and supervisory level employees new to the parking industry.

Introduction

Cashiers, attendants, compliance officers, valets, and other front-line parking staff will gain a fundamental understanding of how a parking organization works and how their job fits into the big picture by studying various topics. After the initial company orientation by managers or human resources personnel, the Parking Operations Primer will introduce the student to parking topics such as:

• Customer Service: who’s, what’s, where’s, when’s, and why’s of service delivery,
• Customer Care: how to manage difficult, angry, upset, and happy customers,
• Working in a Cash Environment: cash handling techniques, safety
• and security, accountability,
• Enforcement/Compliance: do’s and don’ts, ticket issuing basics,
• appeals procedures,
• Basic Equipment Maintenance: troubleshooting, ‘looking under the hood’,
• Vehicle Operations: valet parking, stacking vehicles, clearances.

Course content is intended to supplement your company’s policies and procedures with specific parking information.

COURSE CONTENT

Customer Service

• Who is Your Customer?
• What is Your Product?
• Providing Excellent Customer Service
• Parking Professional Attitude
• Parking Professional Skills
• Parking Professional Image

Customer Care

• Customer Characteristics
• Satisfied Customers
• Unsatisfied Customers
• Influencing Others to Change Behavior
• Complaints

Cash Environment

• Collecting Revenue
• Accountability
• Workplace Environment
• Cash Handling Techniques
• Cashier’s Responsibilities
• Completing the Sale
• Robbery Prevention

Compliance

• What is Compliance?
• Service to Members
• Basics of Enforcement
• The Parking Control Officer
• Types of Violations
• Appeals

Maintenance & Troubleshooting

• Equipment
• Parking Control Equipment
• Guidelines when Parking Equipment Fails
• Facility Maintenance

Operations

• Valet Parking
• Stacking Vehicles
• Inoperable Vehicles
• Clearances
• Unfit Vehicles