Information
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Month
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Summary
Customer Experience
Customer Experience
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Customer compliments and complaints, Feedback, Audit <br><br>Exceed Possible
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Exceed
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Mystery Shopper<br><br>Exceed Possible
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Exceed
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Direct Entry to Soft Service
Staffing
Staffing
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Uniform -<br><br>Compliance to uniform policy, positive presence, appearance
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Training - All staff fully trained fully briefed<br>Training plan review - delivered as planned<br>Adherence to competency training plan and training matrix<br>Compliance with specified training requirements
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Direct Entry to Soft Service
Security Of The Environment
Security of the Environment
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Ensuring access is controlled<br><br>Authorised vehicles only<br><br>
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Ensuring safety of vehicles<br><br>
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Patrolling the car parks<br><br>High profile patrols on foot and by vehicle
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Ensuring all area are open and ready in good time or in line with procedures / requests - securing areas when not in use.<br>
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12 and below = Fail 0 13 - 14 = Concerns 1 15 - 16 = Pass 2
Specification
Specification
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Planning access and egress<br><br>Production of site wide plan and daily plans
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Manage the traffic database and issue passes inline with policy
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Ensuring staff are nominated as law enforcement officers
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Emergency Escorting and Incident Response<br><br>Responding to all incidents in line with procedures<br>Escorting emergency vehicles to the scene
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Disabled parking <br><br>Ensure all restrictions are adhered to and parking arrangements are satisfactorily delivered in line with procedures or as requested
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Vehicle Removal<br><br>Removing when approved incorrectly or illegally parked vehicles according to NEC policy
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Shuttle Bus Produce monthly order and forecasting <br>
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Shuttle Bus - Ensuring daily plan is briefed to shuttle bus manager<br>
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Shuttle Bus - Responding to changes in a dynamic environment<br>
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Shuttle Bus - Effective operational daily management of the shuttle bus operation
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40 and below = Fail 0 41 = Concerns 1 42- 44 = Pass 2
Site Access Egress and Crowd Management
Site Access and Egress
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Controlling of vehicle traffic entering the NEC <br>ensuring all signage is correct and deployed<br>Ensure congestion on access and egress is managed and reduced<br><br>
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Ensuring all car park entrances and exits remain clear of vehicles
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Controlling the NEC Directional signage
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Setting up traffic lane control<br>Storage of equipment and tidiness of equipment<br>
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Maximising the effective use of space by effective parking
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Lorry Parks<br><br>Documenting areas in use in the operational plans<br>Adhere to build up and breakdown policy
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24 and below = Fail 25 - 26 = Concerns 27 - 28 = Pass
Unplanned Failures
Unplanned Failures
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Resource Management- <br><br>Ensuring:<br>That all staff are uniformed, and provide a highly visible and effective presence in the car parks specifically and the venue generally both front and back of house.<br>Any external resources comply with the same standards and are familiar with the site.<br><br><br>
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Effective safe management of the build up and breakdown traffic including highly visible presence to manage WPT
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Parking - Daily plan with correct resource levels to manage car parking for event days
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External Liaison<br><br>Highways Agency
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External Liaison -Police
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16 or below = Fail 17 = Concerns 18 - 20 = Pass
Critical systems
Critical Systems
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Deposit System<br><br>Accurate collection of deposit fees
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100% reconciliation of deposits
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Equipment provision of lighting towers
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Parking income - accurate collection of income
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Provision of parking pay station kiosks
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16 and below = Fail 0 17 - 18 = Concerns 1 19 - 20 = Pass 2
