ARM Observation Checklist for Car Rental Branches
by Nick Novotny, from the Community
This GP06AA ARM Observation Checklist v2 is designed for car rental branches to systematically assess operations and customer experience. It covers employee development, manager evaluations, morning huddles, sales practices, and ESQi performance. Observe rental and return transactions, capture upsell behaviors (prepaid fuel, protection packages, RAP), and grade vehicle inspections. Review lot readiness, Priority Pass, same-day calls, and service recovery. Track maintenance KPIs such as LOFR status, recalls, and shop vehicles; document reserves, uninsured losses, and accident report quality. Measure growth and ticket metrics, evaluate phone handling, BOSS calls, corporate leads, receivables, fuel expense, and branch FQi. Include photo evidence and signatures from Area and Branch Managers.
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