Operational & Service Level Agreement: Chauffeured Car Services

Standard of Vehicle presentation

• Mercedes executive class, late model vehicle, dark or silver/grey in colour, featuring air conditioning and telephone as standard
• Vehicles will be maintained to the highest standards of mechanical performance, vehicle cleanliness and presentation
• Bottled water, which will be offered to all guests and daily Financial Times newspapers, will be provided in each vehicle

Standard of chauffeur presentation

• Chauffeurs will be presentable in areas of personal appearance, mannerism and personality, and demonstrate a customer-focused approach to their role
• Chauffeurs will be clean-shaven
• Male chauffeurs will not wear earrings or facial piercings
• Female chauffeurs may wear one earring in each ear only
• Chauffeurs will be in full uniform at all times. Uniforms will consist of dark shoes, dark suit, shirt and company tie
• Chauffeurs are to inquire about temperature and music to ensure they meet the passenger’s needs
• Chauffeurs are to provide guests with an estimated time of arrival to their destination
• Chauffeurs are encouraged to point out familiar points of interest but should not initiate a conversation with a passenger
• Passengers will be greeted in the appropriate manner and assistance will be offered at all times with any baggage

Alcohol or affective medication

• It is the responsibility of Carey to ensure chauffeurs are not permitted to drive intoxicated or under the influence of medication in their systems whilst on duty

All staff must comply with all UK motor vehicle/driving laws and regulations.

• Carey will ensure that all our chauffeurs hold a valid driver's license to drive, and are not disqualified for holding or detaining such a license and are driving on the policy holder's order or with his permission

Bookings

• All bookings will contain the agreed information required for billing. Those specifics being date, time, destinations, to / from, name and waiting time

Booking confirmation

• Confirmation of each booking will be provided in writing in advance by email
• Carey will provide booking references and contact numbers and where possible chauffeur information will be provided in advance

Flight monitoring

• Carey will monitor all flight information in order to be pro- active in reducing any unnecessary costs

Waiting time management

• Carey will monitor arriving flights to minimize any waiting charges

Name boards

• Carey will greet guests at the airport with a noticeable Carey Name Board, with the passengers clearly written in neat handwriting

Meeting Point

• For all airport collections Carey will meet passengers directly outside customs in the arrivals hall
• Meet/Greet passengers: establish eye contact, and wear a warm, sincere and personable smile use the passengers name at least twice
• All chauffeurs offer to the passenger’s luggage assistance

Journey

• Politely continue conversing with the passenger and inform him/her that you will proceed to pay the car-parking fee
• Escort passenger to the vehicle via the safest and fastest route
• Load the passenger’s luggage in the car making sure that all the bags are accounted for
• Make the passenger comfortable; offer water, the use of the magazine/newspapers
• Enquire if the passenger would like to listen to the radio
• Suggest to the passenger to wear a seatbelt

Whilst driving adheres to the following points:

• Check/agree with passenger for the most suitable in-car temperature
• Inform the passenger of the expected journey time, considering the traffic and weather conditions
• Engage in conversation only if addressed by the passenger, respect their privacy. Keep the conversation in general terms, avoid discussing personal circumstances
• Always respect the road’s speed limit/s
• Never change rapidly and repetitively lanes
• Avoid getting involved in any form of road rage confrontation; stay calm and think of your safety and the one of your passenger

Arrival Call

• Carey chauffeur will call the concierge when 10 minutes away from the hotel to inform the desk that the guest will be arriving shortly.

Arrival

• Safely bring the vehicle to a standstill, open the boot if luggage was entered and exit the car
• Make sure that the passenger is safely exiting the car, assist if required
• Politely and warmly wish the passenger a pleasant day
• Double check that nothing has been left behind inside the vehicle
• Safely drive away

Confidentiality

• Confidentiality training is a key component of the induction training when joining Carey as a chauffeur
• All chauffeurs are reminded of the importance of confidentiality of any information that is discussed in the vehicle when a new account starts
• All Carey chauffeurs sign a confidentiality agreement on commencement of employment with Carey

Management Information

Report delivered on 7^th of every month highlighting the previous months MI. Report to include:

• Total Number of Trips
• Vehicles used
• Revenue spent
• Service advisories / resolved

Account Management

• Dedicated account manager. Account manager to hold review meeting once a month to deliver report, and be available for any ad-hoc meetings
• Implement any changes to the service delivery seamlessly with no disruption to the customer
• Deliver service so promoting compliance with the SLA