The short answer: A hotel, a high-rise and a hospital need different things from the people at the door. Epic Valet doesn’t drop a generic team into your building. We build the program around your property: training modules based on what matters most to you, a custom AI chatbot loaded with your property’s information, a checklist of your duties, and shift reports shaped to what you want to see. Your team is prepared before the first shift and stays consistent after it.
Why does a generic staffing program fall short?
A front desk team that learned “the basics” still doesn’t know your package policy, your garage rules, or what you expect when a resident has a complaint. They fill the gaps by guessing or by calling you. Residents and guests don’t see a staffing company. They see your property, and those guesses show up in reviews and renewals.
Epic Valet has served Arizona, Utah and Colorado since 1998. The steps below are how we close that gap.
How do we learn your property?
We start by gathering your policies and procedures for staff, if you have them. Then we have a conversation about what you would like to see in reporting. You don’t need polished documents to begin. Whatever you have is the starting point, and we build from there.
How do we train the team on your building?
Training is property specific. The video modules are based on feedback from you about what matters most at your property. Every team member must reach a required passing score in our learning management system before working a shift. On-site instruction follows.
That means your team learns your building’s rules, not a one-size-fits-all orientation.
How does the AI chatbot keep the team on your standards?
We build a custom chatbot that holds all the property-specific information you give us. A team member can ask it a question in the middle of a shift and get an answer without waiting for a manager to pick up the phone.
It can always be added to. When a policy changes or a new situation comes up, the information goes into the chatbot and the whole team has it.
The chatbot supports staff and doesn’t replace judgment. Safety situations follow set procedures. Our staff are unarmed and call the police when needed.
How do we make sure your duties get done every shift?
We set up a checklist of your property’s duties, with reminders attached to individual tasks, in advance. Recurring items don’t depend on someone’s memory on a busy night.
Can the shift report be customized?
Yes. Everything about the shift report can be customized. A report with photos is emailed automatically after each shift, and we shape it around what you told us you want to see. You start the morning knowing what happened without chasing anyone.
Who supervises the team on your property?
- A manager on duty visits your property.
- High-volume accounts get a dedicated account supervisor.
- Your team joins a video call every shift.
- Our managers are trained on your location, so they can train new team members too.
How do you keep the same faces and cover absences?
We build a consistent schedule so residents and guests see the same people. Knowledgeable on-call staff are assigned for last-minute coverage. We cover any day, any time.
What does this look like in practice? An example from Seraph
At Seraph, a luxury residential high-rise in Downtown Salt Lake City, the front desk and concierge team works from a staff portal built around that building. It brings the pieces above into one place:
- A Seraph assistant. The custom chatbot holds Seraph’s policies and procedures, and new information is added as it comes up.
- A shift passdown report. Each shift completes a checklist, then reports on leasing activity, resident activity, maintenance, vendor activity, security concerns and management follow-up, so the next shift and the property team know what happened.
- Vendor sign-in, move-in tracking and equipment checkout. The building’s day-to-day logistics are logged in one place instead of on loose paper.
- A concierge playbook. The team has a Seraph-specific playbook, and staff can send in suggestions to improve it.
Every building is different, so a different property gets a different portal and different reports. The method stays the same: learn the property, build the tools around it, and keep improving them. To read more about how we came to Seraph, see High-Rise Living Deserves a Concierge Who Delivers.
What should you ask any provider about customization?
- How will you learn my property before the first shift?
- How do you verify each person learned it?
- What can staff do when a situation isn’t in the handbook?
- How will I know each shift was completed?
- Who supervises the team, and how often are they on site?
If the answer to most of these is “a standard orientation,” the program isn’t customized. For more, read What to Look for When Hiring a Valet Company.
Frequently asked questions
Do I need written policies and procedures before we start?
No. If you have them, we gather them. If you don’t, we talk through how you want your property run and build from that.
Can the chatbot be updated after launch?
Yes. It holds the property-specific information you give us and can always be added to.
Can I choose what goes in the shift report?
Yes. Everything about the shift report can be customized.
How long does it take to get started?
The typical start timeline is about two weeks.
Is there an extra charge for customization?
Front desk and concierge staffing is billed hourly by hours and days, with no setup fees and no hidden fees.
Can you take over from our current provider?
See Switching Valet Providers for Hotels and Hospitals for how a transition works.
Where does Epic Valet provide this?
Across Arizona, Utah and Colorado, including Phoenix, Denver and Salt Lake City.
Learn more
- Front desk and concierge staffing
- After-hours front desk for residential buildings
- High-rise living and concierge value
Ready to talk about your property? Request a staffing quote or call 480-874-1234.
