Challenge

Located steps from several of DC’s most notable landmarks, the historic Willard provides upscale accommodations to travelers and serves as a prime location for weddings, galas, conferences, and high-profile events. Colonial Parking^® assumed operation of the hotel’s parking garage in 2007 with one primary Client directive – to provide unparalleled customer service that enriches the overall guest experience. Whether an overnight guest or an afternoon event attendee, the customer is the motivation behind every operational decision, and the mission to exceed expectations challenges our team daily.

Approach

The Willard team is comprised of over 30 Colonial Parking associates who provide 24/7 on-site representation, including managers, valets, and cashiers. Through regular in-house hospitality and customer service training, and a proactive attitude, our team exemplifies Colonial’s high standards for customer service and immediate response.
In addition to the hotel, the garage serves an adjacent office building and provides daily transient parking. As most spaces are stacked, Colonial proactively breaks down and reshuffles the stacks throughout the day to reduce valet wait times, optimize traffic flow, and maximize space efficiency.
Colonial has also implemented the use of state-of-the-art Computerized Valet Parking System (CVPS) equipment to streamline the valet process and allow guests to request their vehicles ahead of time, further reducing wait times.

Results

In the 11 years since Colonial has operated the garage, peak revenue has grown approximately 58% and our team consistently receives accolades from the Client and hotel guests, alike.