On Demand Webinar | Recorded April 13, 2021

Understanding the role customer service plays is important for the Certified Parking Professional (CPP). Excellent customer service starts at the top as leaders set the example for employees to follow. Great service and performance influence the perception the public holds of the parking profession.

This CPP Summit will examine the certified parking professional’s role in developing and managing a customer service culture in their parking operation.

This class will:

• Discuss the basic principles of customer service and courtesy.
• Outline the responsibilities of a Certified Parking Professional.
• Review the different types of operations and levels of service.
• Discuss methods to help personnel deal with unsatisfied customers.
• Examine how to develop a customer service strategy and train other team members on the value of customer service.

This class is based on the content in the following chapter of the CPP Study Guide: Chapter 2, Customer Service

Webinar Leader:

Ruben Escobar, CPP
Operations Manager, Allpro Parking, LLC

Ruben Escobar, CPP, is a parking executive with over 10 years’ experience in hospitality and residential valet parking programs. He is currently operations manager for Allpro Parking in their Pittsburgh location.

He joined Allpro Parking in 2013 as the senior project manager overseeing the Miami and South Florida operations.

Prior to joining Allpro Parking Ruben specialized in high end customer-focused valet parking programs for mixed-use locations. These included Acqualina Resort & Spa, a mixed-use property consisting of Five Star-Five Diamond Hotel, 3 restaurants, Spa, and Residential with both self-park and valet parking operations as well as the Doral Golf Resort & Spa, a mixed-use property consisting of world-renowned Hotel, Spa, 4 restaurants, and special event venue.

Ruben earned his bachelor’s degree in management from Johnson & Wales University, Providence, R.I. He is a Certified Parking Professional since 2014 and serves on the National Parking Association’s Certification Advisory Board.