Recognizing the Essential Role of Valet Parking in Enhancing Brand Reputation!
In an industry where first impressions are everything, the leader in valet parking is reinventing quality excellence and service. This industry is frequently overlooked, but it is essential to improve guest experiences at elite dining establishments, luxury hotels, and high-profile events.
A skilled valet’s influence goes beyond just parking vehicles; they also create a smooth and pleasant atmosphere that sets the tone for a guest’s visit. The need for creative solutions and first-rate service has never been greater due to the escalating competition, which makes the contributions of industry experts crucial.
At the front of this revolutionary shift in the valet parking sector is Rajan Krishnan. He has used his more than 24 years of experience to improve operational effectiveness and service standards since joining Integrated Parking Services (IPS) in 2016. His career started as a valet attendant at Dubai’s famous Burj Al Arab, where he quickly rose through the ranks because of his persistent dedication to quality.
As a General Manager, Rajan has a clear goal to make IPS the premier choice for valet and parking management services while making sure that each customer and visitor has an unmatched experience. Under his direction, IPS has expanded from a small team of 138 employees to over 2,500 employees spread over 147 locations in the United Arab Emirates.
His dedication to innovation and quality service continues to shape the future of valet parking, making him a pivotal figure in this essential industry.
Here are some interview highlights:
Please introduce yourself and your motivation to embark on this sector.
Hi, my name is Rajan Krishnan, and I have been working with INTEGRATED PARKING SERVICES since 2016. My experience in the valet parking industry spans over 24 years.
I started my career as a valet attendant (Elite Valet Parking) in the year 1999 with Burj Al Arab, a luxury hotel in Dubai, UAE.
Later moved to a property development company for one year, and in the year 2005 moved back to Burj Al Arab as Chauffeur (Direct Staff) within a year, got promoted to Fleet Team Leader, and in the year 2008 achieved the Jumeirah Group’s highest award colleague of the exceptional value.
I moved to Valtrans Transportation Systems and Services as an Area Manager in 2009 and was then promoted to Regional Manager-Operations.
In 2016, I moved to Integrated Parking Services as Assistant. General Manager. In 2020, I was promoted to General Manager. I am still on my journey of adventure towards my next promotion.
Could you please brief us about the company and its inception story?
About IPS: IPS is a member of Economic Group Holdings, managing professional Valet Parking, Stewarding, Housekeeping, Car Washing, and Parking Management services throughout the UAE. We focus on maximizing profitability for our clients while at the same time making the experience unique and enjoyable for the consumers. We are built with ease and integrity and committed to putting innovation into practice to deliver the highest level of service and satisfaction to our guests. We concentrate on providing easy service to consumers.
Vision: To provide our services to all leading Hotels & malls in the UAE and establish Integrated Parking Services as the company of choice.
Mission: To be a market leader in the sector, facilitating hotels and corporations with the most advanced and superior valet parking and parking management solutions. To understand the needs of our clients and employees, meeting their expectations in terms of quality and satisfaction.
Stability, Integrity & Consistency: Integrated Parking Services (IPS) is proud to establish the highest expectations for quality service and sound business practices across the UAE. As part of Economic Group Holdings, we have an established reputation that assures us your needs and expectations are our highest priorities. We promise that we will consistently deliver outstanding service.
After the pandemic: Despite starting with 138 staff after the pandemic, I now have over 2500 staff in 147 locations across the United Arab Emirates thanks to God’s grace. Our profile started with Integrated Parking Services, and then we added three other companies within four years. Integrated hospitality services, Safir Plus valet parking services, and Batch Three securities are all part of Integrated Parking Services LLC.
Can you describe a pivotal moment in your career that significantly shaped your leadership philosophy?
Since childhood, having a leadership position has appealed to me, and I haven’t given it up. When I was a driver, my next move was to become a supervisor, then a Supervisor to Manager and to General Manager. Still, I am working to get into my next position. My career was shaped by Burj Al Arab, where I went through all management growth training. Thank you, Burj Al Arab Management.
Describe a time when you had to lead your team through a significant change. What challenges did you encounter, and how did you overcome them?
I left the UAE during the pandemic and was asked by my management to return and take over as the General Manager at Integrated Parking Services.
Overcoming the situation was not an easy task. The UAE market quickly boomed, and most of the company was facing staff shortages.
To overcome the situation, we acted wisely; I signed an agreement with 38 manpower supply companies and got all required staff boarded within two months.
How do you ensure that your team’s goals align with the overall objectives of the organization?
We strive to achieve our common goals by working together as a team. Continuous follow-up and checks are necessary in operations. Feedback is given to staff on their work.
The training needs to be conducted from the ground staff to the upper management level. We schedule refresher training on a timely basis. Employees are rewarded for their hard work. Cash, gifts, certificates, and lunch/dinner vouchers are awarded to them.
Can you share an example of how you’ve handled a situation where team dynamics were negatively impacted by interpersonal conflicts?
While working on a parking project, I had a disagreement with my coworker’s idea about how we should proceed. To express my opposition, I organized a one-to-one meeting with my coworker and expressed my worries. I offered alternative solutions based on my analysis.
What methods do you employ to assess and improve employee engagement and morale within your team?
- Self-assessment
- Feedback
- Counseling
- Recognition programs
- Rewards
Describe a time when you had to make a difficult decision that was unpopular with your team. How did you communicate this decision, and what was the outcome?
The pandemic resulted in a reduction in salaries. It was important to explain the reasons for the salary cut to keep our company moving, and I promised them that we would overcome this situation at the earliest, and we did that within six months of time.
How do you balance the need for immediate results with the long-term development of your team members?
Mission, Vision, and Guiding Principles.
To achieve a balance between short-term and long-term objectives, it is crucial to monitor and adjust goals and strategies regularly. Create performance indicators (KPIs) that gauge progress in both areas and evaluate them on a regular basis.
In what ways do you encourage innovation and creativity among your team, especially in high-pressure situations?
Our approach involves building trust and encouraging staff to achieve their goals. We bring failure subjects to the table and encourage brainstorming to find the root cause and find solutions. Acknowledge and celebrate achievement.
Reflecting on your management style, what are some key lessons you’ve learned from past mistakes, and how have they influenced your current approach?
I am a firm believer in teamwork, and it is crucial to have trust in your team. Your team’s career growth is a result of both training and teaching. Encouraging staff to take on tasks that align with their strengths. Assisting them in completing their assigned tasks.
