Management Services Inc.

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1 Michigan New York Pennsylvania California Kansas Indiana Virginia Arizona Tennessee North Carolina South Carolina Mississippi Alabama Georgia Texas Louisiana Florida Management Services Inc. Excellence In Hospitality Parking and Related Services

2 PROVIDING HOTEL VALET PARKING EXCELLENCE IN 15 STATES n Boutique to major convention hotels across the country n Parking garage management with hospitality service excellence n Parking Management services for hospitals, sports arenas, parking lots, and high-profile special events Our company, with its history of excellence, will apply our successful strategies to your parking challenges

3 PARKING MANAGEMENT SERVICES, INC. Established in 1989 by Thomas R. Gigliotti, Jr. The history of Parking Management Services is one of continued success and growth. Founded by Thomas R. Gigliotti Jr. in 1989, the company has expanded operations to over fifteen states and currently operates the hospitality parking operations of more than one hundred major hotels across the country. The company also provides other hospitality services to many of these hotel accounts, such as Bell, Door, Concierge, Shuttle Transportation, Self Parking, Garage Management and much more. Parking Management Services now employs over eight hundred employees and has reached revenues in excess of $70 million annually. The mission of the company is delivering exceptional service and exceeding guest expectations. While the company continues to add new hotels and related hospitality accounts, its founder keeps the company grounded in its roots. Thomas Tom Gigliotti Jr. has remained fully engaged in the company s operations, working with the employees in every capacity. Rejecting the topheavy corporate model, Tom remains committed to a small corporate structure and a strong focus on operations in each city. Tom started in the valet and parking business at the age of 17, and the years that followed have been both challenging and filled with success. Because of his involvement in day-today operations, Tom understands his employees. As a result, Tom s business model has built dedication, commitment, loyalty and continued success. Each city where the company operates has a City Manager with equity ownership in that location s operations. In addition, Parking Management Services awards more bonus pay to its managers than many other companies in the industry. We know that our people represent us both to our clients and their guests, and it is important that they are rewarded for their efforts. We are proud to deliver exceptional service through dedication to our valued hospitality accounts and their guests, while continuing to remain mindful that our eight hundred plus employees are our day-to-day representatives. 1

4 PROFESSIONALLY OPERATING HOTEL/HOSPITALITY PROPERTIES FROM BOUTIQUE TO LARGE CONVENTION HOTELS Theatres Hospitals Garages Self Parking Here are some of our client locations: Fairmont, Scottsdale, Arizona Sheraton, New Orleans, Louisiana Hyatt Regency, New Orleans, Louisiana Marriott, New Orleans, Louisiana Grove Park Inn, Asheville, North Carolina Hyatt Grand Cypress, Orlando, Florida 2

5 ADDITIONAL HOTEL AND HOSPITALITY LOCATION Parking Management Services continues to grow in keeping with the company business model. With the rapid expansion of the company in the past five years, we expect the same and greater growth in the next five years. While the various hotels shown on these pages are only a small selection of the more than 100 properties we serve across the country, we are proud of each location that is part of the company s client family. Parking Management Services is a hospitality parking and related hospitality services company. While the corporate parking giants use hospitality as a part of their business, Parking Management Services clearly defines hospitality as its core business, not a sideline. Your hotel deserves the very best hospitality parking operator. Complete the information request provided in this brochure and return it to us today! We will be happy to meet with you to thoroughly discuss your hotel s needs and prepare a proposal. 3

6 WHERE DO WE MANAGE OUR HOSPITALITY/HOTEL ACCOUNTS? Our national footprint is growing Our one-on-one relationships remain solid Parking Management Services has grown to operate in over 15 states, and we are currently working to expand into two additional states. Our growth is balanced with a solid, continued focus on strong management in each of our states and their individual hospitality locations. We are proud of maintaining our sterling reputation with our clients as we grow. Washington Montana Maine Minnesota Vermont North Dakota Oregon Wisconsin South Dakota Idaho New York Michigan Pennsylvania Iowa Nebraska Ohio West Virginia Colorado Kansas California Arizona Oklahoma Missouri Kentucky Tennessee Virginia North Carolina South Carolina Arkansas Mis New Mexico MD Indiana Illinois Utah siss ippi Texas Alabama Georgia Louisiana a r id Flo 4 CT RI Wyoming Nevada NH MA NJ Delaware

7 HOTEL BRAND PARTNERS AND INDEPENDENT HOTEL PARTNERS As of January 30, 2014 The Saint Louis 5

8 EXCELLENCE IN SERVICE STANDARDS TARGETING EACH CLIENT S CRITERIA Realizing that every hospitality brand and each property has very specific service delivery demands, Parking Management Services trains its employees to understand the importance of each of the service delivery standards at all client properties. Teamwork and dedication to total guest satisfaction 6

9 SERVICE DELIVERY Parking Management Services recognizes that training is the key to delivering the expected service level that our clients demand. While many of our competitors, including the giant parking corporations, will attempt to impress you with long lists of training programs and corporate universities, we choose to train our employees on the fundamental elements that are vital to the job functions. Training at Parking Management Services continues on a daily, weekly and monthly basis to keep our employees performing with top knowledge and professionalism. SERVICE DELIVERY. Having personally opened the valet parking operations of well over 100 hotels and nearly every US hotel brand company founder Tom Gigliotti Jr. is intimately acquainted with each brand s specific service needs. His unique Service Delivery Training, which includes preparing today s managers to train future managers, ensures exceptional service for years to come. Disney, Hyatt, Marriott, Fairmont, Sheraton, Sonesta, Holiday Inn, Wyndham, Omni, Hilton and many more hotels have benefited from the Service Delivery Training that meets and exceeds every brand s specific demands. The result: noticeably exceptional service on arrival and departure. 7

10 GUEST RELATIONS In addition to Safety and Service Delivery Training, every employee attends Guest Relations and Claims Handling Training. These two skill sets can save a guest or lose a guest forever. We regard all four of these training areas as key to delivering exceptional service. While we realize that our managers and supervisors need to complete many more areas of training, we conduct such internal training monthly so that our management team is in total compliance with our accounting and company policies of accountability. Because exceptional service is the cornerstone of our business, and when we strive to meet and exceed our client expectations daily, then our accounting and control policies will monitor and keep profitability high for our clients and our company. Simply stated, we maintain high standards without a mountain of corporate red tape. GUEST RELATIONS. Many of our employees see thousands of guests every week. During special events, they may see over a thousand people in a single day, and many times even more. We know our employees will encounter a range of guests from delightful to distracted to disgruntled. Many will present mild to extreme challenges to our employees, and we prepare them to meet any guest need. Our Guest Relations Training includes in-class use of material from the American Hotel and Lodging Association, videos and testing workbooks, along with our own role-playing exercises to meet and resolve the challenges that will be part of the job. 8

11 BELL SERVICE/DOOR SERVICE As a partner to the hospitality industry, Parking Management Services entire culture is based on service excellence. As our company has grown to offer clients a full range of related parking services, we remain committed to exceptional customer care. n Bell Services. Parking Management Services understands our clients and their guests needs and expectations. Our staff assigned to bell services are trained to understand the importance of exceeding guests expectations from the moment they arrive at the hotel door until they enter their room. These first interactions form the guests first impressions of the hotel. Training is completed in our classroom, and we urge our hotel client partners to allow our staff to add specific training that clearly demonstrates the individual hotel s standards. The synergy between our valet and bell staff promotes superior guest service and a stronger bottom line through the reduction of labor duplications. n Door Service. For hotels require door service, once again, Parking Management Services can meet and exceed expectations for this added level of service. While we train all employees to deliver an exemplary welcome to guests on arrival, we incorporate custom training specific to different hotel brands. Our clients find that including door service in the front of house operations reduces unnecessary labor costs. 9

12 CONCIERGE SERVICE Around the world, concierge is found in top tier hotels, elegant restaurants and private clubs, providing personalized arrangements. When guests reach out to the concierge, they expect nothing but professional, knowledgeable, considerate and discrete assistance. Parking Management Services carefully selects individuals who will fit the hospitality property and best work with the established culture of the locale. While Parking Management Services is growing at a consistent pace, we will not depart from our founder s focus on delivering exceptional service. Our commitment to excellence results in stellar guest service scores for our client partners. 10

13 GARAGE AND SELF PARKING MANAGEMENT Parking Management Services takes great pride in the services delivered to our clients, and we are especially grateful for the complimentary and positive comments that come from all of our valued client relationships. Whatever we commit to a client, you can be sure that we will deliver. In the 15 states where we currently operate hotel valet parking and related services, we also operate or manage garages and parking lots associated with the hotels and hospitality properties. We are well aware that parking space for any hotel or related hospitality operation is essential to the success of that business. Parking Management Services has secured garages and parking lots in all 15 states to accommodate the needs of its clients. Parking Management Services has secured long-term leases on garages and parking lots and has in various cases invested in the purchase of major real estate, garages and parking lots. Founder and CEO Tom Gigliotti is a strong advocate of simple, cost-effective technology that delivers the maximum control of costs and revenues. It is this continued strategy that has built our solid growth and financial strength. For you, we can deliver the very best of service and the very best at the bottom line. The giant corporations or the smaller, less successful companies might attempt to put on a grand sales show to capture your account go with the straightforward, tried and proven winner! We want your account and will earn your trust as we build your profits. 11

14 SAFETY TRAINING A key element of our safety training reminds employees that when we welcome a guest to a hotel, we take possession of their vehicle a seemingly perfunctory task, but a car is the second most expensive investment that most families or individuals will ever purchase. In many cases, the vehicle that the guest entrusts to us also contains valuable personal articles. Safety training is a key element of our guest services. The safety of our guests and employees is the greatest of our responsibilities, and our training covers the well-being of the employee and our guest assets, demonstrating to our clients that we are serious about every aspect of the delivery of an exceptional service product. Safety is key to our operations and is an integral part of our continued employee training. The Smith System: Drive Different. The Smith System has proven itself as the most effective custom training tool in the world. The Smith5Keys is the basis of our safety training, creating consistent and lasting results. Parking Management Services invests in the Smith System to insure the safety of its employees and guest assets. 12

15 SAFETY TRAINING Driver Training is of great importance in any situation that requires our employees to operate a guest vehicle. In some of our cities, employees must drive the guest vehicle as far as 4 to 10 blocks in order to secure the vehicle in the nearest garage. Whether the distance is long or short, safety training is key to avoiding accidents that can cause personal injury and damage to vehicles. The first and only telematics solutions fully integrated with on-road driver training The Smith System Training has reduced our guest claims significantly, in turn relieving stress on the employee, the hotel, the guest, and increasing the bottom line profit. If you would like more information on The Smith System, see the Smith website at In addition to the Smith Training, we also require each employee to repeat most training every three months and the more complex training every six months. This includes training in emergency situations at all of our hotel locations, and we require that all employees attend the hotel or brand-specific training at the property where they are assigned. Continual training keeps our employees confident in the delivery of service excellence and safety. 13

16 CLAIMS HANDLING Training every employee to work with guest claims professionally While Parking Management Services account base has grown tremendously, we continue to focus our operations on exceptional service delivery with strong and accurate revenue control and accounting policies. We keep our company policies as simple as possible and emphasize relationship building so that we never become a cold and impersonal corporate operation. Our claims handling is another of our key result areas that sets us apart from our competitors. Our employees understand that if an issue is not resolved with the utmost diplomacy, the result is an unhappy guest who will never return. Parking Management Services works with the guest and the hotel or hospitality client to bring about a quick and fair resolution. While our competitors will require guests to jump through their many corporate hoops, we resolve claims without red tape in most cases, the same day the claim is made. n Every employee is trained in assisting guests who need to file a claim. This classroom training prepares the employee for every challenge or issue that a guest might have. Our supervisors and managers are well qualified to work with the hotel and the guest to keep communication open and positive so that the claim can be resolved to the satisfaction of all involved. When a claim needs to be paid, it is done immediately in the company accounting office, and the guest is made whole. 14

17 CLAIMS HANDLING The first and most important step to claims resolution is maintaining clear and concise communication between the guest and our hospitality client. We handle all claims with absolute professionalism while showing empathy to the guest. Furthermore, we understand that demonstrating a fair, knowledgeable and rapid response in all claims preserves our relationships with the guest and our hospitality client. The Parking Management Services staff includes a hospitality industry veteran with decades of experience who focuses on bringing to the guest and our hospitality client the positive resolution we all expect. Our streamlined process quickly brings any guest claim to a fair settlement, and we are ready to provide the remuneration necessary to clear the claim. Our first goal is to avoid the need for a claim, and our effective training keeps our claims to sales ration minimal. The following are some of key points of our effective process for claims resolution: n While many corporate giants as well as smaller companies will delay in communicating with the guest and the hospitality client, our first order of dealing with any claim is to immediately contact and work with all involved. n We will never send any guest claim to a bureaucratic corporate office that will slow the claim s resolution to a grind. n Many companies outsource their claims. We will never walk away from or pass a claim on to an outside entity that will not hold to our policy of immediate resolution. n No 800 numbers or call centers that confuse the guest when they have questions. We work with your guests one on one no outsourcing. 15

18 AN EMERGING GROWTH COMPANY Driven by Exceptional Hospitality Service Standards in Parking and Related Parking Services n Our company offices are kept small and efficient, with a focus on accuracy and accountability for all client accounts. To ensure all accounting policies and government reporting of revenues are in compliance, our CFO is also a certified public accountant. We have demonstrated our commitment to total accountability with each client through our record of excellence in revenue and cash controls. n Your account is backed by a company with strong financial security to deliver on every commitment made in our contracts. n Unlike many other companies, Parking Management Services invests in locations it operates through the purchase of major garages and parking facilities to accommodate its hotel and related hospitality accounts. n While the major parking companies seem to have lost touch with their accounts, all of Parking Management Services management remains personally involved in operations. Our goal is to focus on retention of accounts. n While keeping abreast of emerging technology is vital to any business, we never urge a client to spend essential funds on nonessential technology. Our competitors often oversell expensive technology that does not serve the needs of your operation. Our mission is to deliver complete accountability at the best possible cost. n We want you to know us by speaking to our current clients. We take great pride in our client relationships and will give you as many references as you may need to have the confidence to choose us as your parking services provider. 16

19 We invite you to complete our information request so that we can prepare a detailed proposal to operate your parking needs. We will be happy to pick up the completed form at your convenience or you can simply fax or it to our office located at: Parking Management Services Inc. 918 Gravier Street New Orleans, Louisiana Phone: (504) Fax: (504) or Bill Dwyer at billdwyer@parkingmgmtservices.com

20 Management Services Inc. 918 Gravier Street New Orleans, LA Phone: (504) Fax (504) Atlanta Ft. Lauderdale Kansas City Philadelphia Birmingham Houston Miami Phoenix/Scottsdale Charlotte Indianapolis New Orleans Richmond Chattanooga Jacksonville New York San Antonio Dallas/Fort Worth Jackson Orlando Tampa Bay

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