Emory Healthcare System
- Location: Atlanta, GA
- Services Provided: Ambassador, Valet, Traffic Management
The Challenge
A high volume of traffic was entering a limited-space area where all drop-offs and pickups occurred, creating frequent congestion and delays, frustrating the greater community—especially during peak times.
Our Solution
We implemented an integrated training program for the valet and traffic management teams, enabling them to operate as a unified system focused on safety, guest service, efficiency, and flow. Additionally, we designed and introduced a new vehicle management system to minimize dwell time on the front drive, preventing backups and reducing overall traffic impact.
The Results
Traffic congestion has been completely eliminated from the main street, with a 100% reduction in hospital-related backups in the surrounding area. Our ambassador team also manages non-valet drop-offs, ensuring quick and seamless service that prevents further delays. As a result of the training and systems put in place, safety has increased, guest and patient service has been elevated, and traffic issues have been resolved.
I wanted to take a moment to recognize the outstanding work of the valet team. They consistently provide exceptional service, and we’ve received numerous compliments from patients who are impressed that the team remembers their names upon return visits to the clinic.
Beyond that, the valets go out of their way to assist patients as they arrive, guiding them to stop at our Guest Services desk and ensuring a smooth entry into the building. Their daily efforts truly go above and beyond expectations, and they make a meaningful difference in the experience of our patients, their families, and our staff.
We are incredibly grateful for their dedication and professionalism—they absolutely deserve kudos for everything they do.