CHALLENGE
As one of the West End neighborhood’s premier event spaces, The Ritz-Carlton Washington, DC regularly hosts large-scale functions and distinguished guests. Management of the 445-space garage is a complex operation and requires efficiently servicing not only the hotel, but also the Equinox Gym and daily customers in a mix of valet and self-parking. Thoughtful planning and precise execution are paramount to exceed the needs of multiple tenants, effortlessly respond to high demand, and ensure that all Ritz-Carlton events go off without a hitch.
APPROACH
Colonial Parking® actively maintains a database of recurring hotel events and associated parking metrics – a detailed repository of data, including the number of attendees, guest demographics (e.g., out-of-state vs. DC-based), and special considerations, such as high-profile guests. Our team meets weekly with the hotel to forecast upcoming events, develop a valet stacking strategy, schedule necessary manpower (including on-call resources), and share past lessons learned. These meetings are necessary to not only meet the hotel’s parking demand, but to also ensure residents and gym-goers receive the Colonial parking experience to which they’re entitled.
In addition to extensive pre-planning, a Computerized Valet Parking System (CVPS) eases the stacking and retrieval process. This tool, together with Colonial’s regular customer service training and the longevity of our on-site staff, serve to improve space-use and traffic flow efficiencies, fulfill contractual tenant obligations, and enhance every customer’s first impression of the hotel.
RESULTS
The CVPS has reduced valet wait times to under five minutes, and our team routinely receives outstanding marks from the Ritz’s third-party customer service auditors.
