1. Arrival

Scope

Definition

Arrival is the Valet's welcome of the client, from the parking to the front door of the center.

Applicable to
  • All clients, at every visit
  • Done by the Valet. The Valet is a Leor employee. VERIFY: Leor employee or agency, reporting line and hours (question R15)
  • When the client leaves: the Valet brings the car back, after 10. Checkout.
  • Client comes with a driver: the driver parks the car. The Valet shows where to park and wait.

What You Need

  • Equipment

    • Leor uniform
    • Numbered valet tokens, with key tags of the same numbers VERIFY: token system in use at both centers (question C66)
    • Key box VERIFY: where the key box is kept (question C66)
    • Labels in the elevator

  • Documents

    • The day's list of clients with an appointment, with names and times

Procedure

Critical
  • Never leave a car key in the car, on the desk or with anyone else. Keep it in the key box.
When the client arrives
Sr Step Time By
Start: the client arrives at the center. - -
1 In the morning: Get the day's appointment list: the names and times of the clients with an appointment. Valet
2 Wait at the entrance or in the parking of the center. Look presentable, in the Leor uniform. Valet
3 Open the client's door as soon as the car stops. Valet
4 Greet the client by name and welcome them to Leor. Introduce yourself as Leor staff. Valet
5 Take the car key and give the client a numbered valet token. Hang the key on the tag with the same number.
Client comes with a driver: show the driver where to park and wait. No key or token needed.		 Valet
6 Look around the car for damage with the client: scratches, dents, broken lights.
Damage found: point it out to the client and take a photo.		 Valet
7 Show the way to the reception: guide the client to the main door, open it and tell them which floor the reception is on.
The way is complicated (several floors, elevators) or the client looks lost: take them to the reception yourself.		 Valet
8 Clients get lost: Tell the Center Manager, so the center can add signs or better instructions. Valet
9 Park the client's car in the center's parking. Drive slowly and carefully. Do not change the seat, AC, audio or anything else in the car unless you must.
Changed something: remember how it was and put it back.		 Valet
10 Lock the car and put the key in the key box.
⚠ Never leave a car key in the car, on the desk or with anyone else. Keep it in the key box.		 Valet
Next: 2. Reception - -
When the client leaves
Sr Step Time By
Start: the client is ready to leave, at 10. Checkout. - -
11 Get the client's key from the key box: the tag with the same number as the client's token.
VERIFY: who tells the Valet the client is leaving (Receptionist or Relationship Manager) and how (call or WhatsApp) (question C67)		 Valet
12 Bring the car to the entrance, ideally before the client reaches the door. Drive slowly and carefully.
Client comes with a driver: call the driver to bring the car.		 Valet
13 Take back the valet token and hand over the key.
✓ The token number and the key tag match.		 Valet
14 Open the car door and say goodbye: "Thank you for visiting Leor, [client name]. Have a good day." Valet
15 Tight exit or busy road: Guide the car out of the parking safely. Valet
End: the client has driven away. - -