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2019 Annual Overall Review of Aramark at Yosemite
The 2019 AOR score was Marginal. Yosemite Superintendent Muldoon changed it to Satisfactory on April, 10 2020.
The 2019 Marginal AOR score was the second consecutive year that Aramark scored a Marginal rating. This should have triggered the cancelation of the Aramark contract at Yosemite, according to NPS.
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After the government shutdown, Aramark reported that it hadn't received any reservations til mid April for the Wawona Hotel. Even though the Hotel was opening on March 22nd. When NPS looked into it, Aramark’s website would not allow reservations before April 12th. Aramark was contacted, and the changes were made the next morning. However, until this error was detected, Aramark was not allowing reservation access to the approved opening dates for this required service.
The Mountain Room Bar and Yosemite Valley Lodge Basecamp received Marginal Ratings in 2018. There is no update or information about those facilities mentioned in the 2019 AOR.
The 2019 Risk Management Program Evaluation was Unsatisfactory.
Corrective actions were not taken on drains for the diesel spill incident in the Yosemite Lodge boiler room. Spill was identified in June 2019, and appropriate correct actions were not taken as of December 31, 2019.
Coordination with the Park is unspecified. For example, medical per exhibit B Emergency Services did not occur as is evident in the 2019 Norovirus Outbreak and lack of coordination with Publci Health.
Serious hazards for employees and visitors, such as Norovirus Outbreaks, must be identified within 15 days or sooner per applicable regulations.
Diesel spill response, Norovirus reporting, Bedbug reporting not communicated in a timely manner.
Fire inspection and elevator inspections for the Ahwahnee were not completed in 2019.
Corrective actions were not taken on drains for the diesel spill incident in the Yosemite Lodge boiler room. Spill was identified in June 2019, and appropriate correct actions were not taken as of December 31, 2019.
Coordination with the Park is unspecified. For example, medical per exhibit B Emergency Services did not occur as is evident in the 2019 Norovirus Outbreak and lack of coordination with Public Health.
Serious hazards for employees and visitors, such as Norovirus Outbreaks, must be identified within 15 days or sooner per applicable regulations.
Diesel spill response, Norovirus reporting, Bedbug reporting not communicated in a timely manner.
Fire inspection and elevator inspections for the Ahwahnee were not completed in 2019.
Corrective actions were not taken on drains for the diesel spill incident in the Yosemite Lodge boiler room. Spill was identified in June 2019, and appropriate correct actions were not taken as of December 31, 2019.
Coordination with the Park is unspecified. For example, medical per exhibit B Emergency Services did not occur as is evident in the 2019 Norovirus Outbreak and lack of coordination with Public Health.
Serious hazards for employees and visitors, such as Norovirus Outbreaks, must be identified within 15 days or sooner per applicable regulations.
Diesel spill response, Norovirus reporting, Bedbug reporting not communicated in a timely manner.
Fire inspection and elevator inspections for the Ahwahnee were not completed in 2019.
Aramark required all facilities to keep trapping logs.
Although the EMP communicated controls for visitors. Tecoya Dorms had an extensive infestation of Bed Bugs in employee housing. The Park become aware of the infestation via anonymous reports, social media comments, and notifications received by Mariposa County Public Health. NPS Office of Public Health and Aramark investigated the complaints, and Aramark confirmed the presence of Bed Bugs. Aramark brought in a private pest control contractor to inspect structures and eradicate Bed Bugs.
A diesel spill occurred on June 28th. Aramark did report this to NPS, however it took several months and an official correspondence from NPS for them to comply and send out the completed spill report forms.
Aramark required all facilities to keep trapping logs.
Although the EMP communicated controls for visitors. Tecoya Dorms had an extensive infestation of Bed Bugs in employee housing. The Park become aware of the infestation via anonymous reports, social media comments, and notifications received by Mariposa County Public Health. NPS Office of Public Health and Aramark investigated the complaints, and Aramark confirmed the presence of Bed Bugs. Aramark brought in a private pest control contractor to inspect structures and eradicate Bed Bugs.
A diesel spill occurred on June 28th. Aramark did report this to NPS, however it took several months and an official correspondence from NPS for them to comply and send out the completed spill report forms.
Aramark required all facilities to keep trapping logs.
Although the EMP communicated controls for visitors. Tecoya Dorms had an extensive infestation of Bed Bugs in employee housing. The Park become aware of the infestation via anonymous reports, social media comments, and notifications received by Mariposa County Public Health. NPS Office of Public Health and Aramark investigated the complaints, and Aramark confirmed the presence of Bed Bugs. Aramark brought in a private pest control contractor to inspect structures and eradicate Bed Bugs.
A diesel spill occurred on June 28th. Aramark did report this to NPS, however it took several months and an official correspondence from NPS for them to comply and send out the completed spill report forms.
There were several inspections that didn't occur on time or at all in 2019. Yearly alarms and sprinkler systems, Ahwahnee elevators and backflows.
Several Fire and Alarm tests and follow up inspection items have still not been addressed. Wawona and Curry Village zone alarm issues are still occurring with no follow up.
Some progress was made on Deferred Maintenance, however much more work will need to be done to meet the March 2020 completion date.
Did not receive the Issue #7 Aramark Yosemite Guide submission on time. Had to request it 7 days later.
Did not receive the Issue#8 Aramark Yosemite Guide submission on time. Had to request it 7 days later.
The July 2019 Vehicle Monthly Mileage Report was late. Due on the 2nd of the month. Did not deliver until the 5th, after they were sent a reminder.
Aramark late in delivering Vehicle Monthly Mileage Report. Had to send a reminder. Delivered to late to input data.
For Exhibit H Maintenance Plan, the final backflow reporting was 2 months late. The original report did not adequately test backflow devices, with 182 missing or otherwise compromised tests. NPS received no requests for extension on backflow prevention reporting. The Backflow Prevention devices must be in accordance with the most current version of the Yosemite National Park Cross Connection Control Program with testing adequate to determine if the devices are operating properly.
For Exhibit B-5 Badger Pass Operating Plan, there was no reporting to law enforcement or the Consessions Branch for accident reporting, and end of the season summary of all medical incidents, lost and found or suspected stolen ski equipment.
Several elements of a Better Offer have not been addressed. One significant element of a Better Offer is to "replace one third of Yosemite Hospitalities remaing fleet annually with hybrid or the most efficient alternative technology available no later than the first, second, and third anniversaries of the Contract effective date".
NPS is not receiving sufficient communication in response to our requests surrounding projects and maintenance activities.
Below are recent examples and areas of concern where we have found a lack of communication and responsiveness from Aramark.
- Critical zoning issues for fire safety and dispatching at the Wawona Hotel and Curry Village have not been addressed.
- Addressing hazard trees in a timely manner.
- Repeatedly missing deadlines for Curry Village remodel.
- Lack of appropriate and necessary Aramark representation at regular project meetings.
- Required report following a diesel spill at Yosemite Valley Lodge has not been submitted.
- NPS has noticed received a status update of deferred maintenance. Which contractually must be cured by the 4th year of the Contract effective date.
Although communication has improved over the past few weeks, we are still concerned that projects and maintenance activities will continue to suffer and create issues for Aramark, NPS, and the visitor experience.
Fire Inspections- Aramark provided fire inspections for one quarter. No additional fire inspections were completed that were required.
In 2019, there were continuing problems concerning rates. Rate discrepancies were discovered while conducting formal and informal evaluations in Fopd and Beverage, Retail and Badger Pass Ski Area operations.
Ahwahnee Bar - Four core menu items were priced above the approved rate.
Ahwahnee Dining - One core item was priced
above the approved rate.
Ahwahnee Sweet Shop - Two of three randomly selected retail items were priced higher than the approved markup. Many retail items did not have prices marked.
Badger Pass Ski Area - Many rate discrepancies were found and are discussed in detail on a separate location on the page.
Base Camp - One core drink item was priced above the approved rate.
Curry Village Store - Two of three randomly selected retail items were priced higher than the approved markup.
Degnan's Kitchen - The March evaluation found 6 core items priced above the approved rate. In October, one core item was priced above the approved rate and retail invoices were never delivered to NPS to check markup prices on retail items.
Mountain Room Lodge - While core items were priced correctly in POS system, many items were listed at higher prices on the menu.
The Loft as Degnan's - Six core items were priced above the approved rate.
Tuolumne Store - One of three randomly selected retail items was priced higher than the approved markup.
Village Grill - One of three randomly selected retail items was priced higher than the approved markup.
Wawona Store - For the March evaluation, invoices required for markup retail price checks were delivered from Aramark to NPS late and had to be asked for twice. During the September evaluation, one of three randomly selected retail items were priced higher than the approved markup.
Ahwahnee Dining Room
Facilities/trash - Two of the food only dumpsters were not secured properly because bear clips were not present.
Ahwahnee Sweet Shop -
Windows, doors, wall, ceilings, floor, and screens - Floor around Beverage fridge was dirty/stained, and was not cleaned by the follow up evaluation 2 weeks later.
Store rooms - Store rooms walls were stained, floor was dirty, and cobwebs were prevalent. Room was not cleaned by follow up evaluation 2 weeks later.
Curry Village Pizza Patio -
Fire extinguishers - Both fire extinguishers had not been consistently checked and initialed.
Hand washing station - One hand washing sink faucet handle came off when trying to turn it on. Raised concern that, since the handle wasn't operating properly, handwashing may not be occurring as frequently.
Food Preparation Area - The pizza box room and around the ice machine was dirty, with possible mouse activity.
Order Management - Two pagers given to the evaluators table were not working. Causing a 30 minute wait and cold food.
Staffing Levels - There was only person running the POS system while also trying to deliver orders via the delivery window, causing delays in service.
Wawona Golf Course -
Fire extinguishers - A fire extinguishers at the golf cart charging area had not been inspected and initialed monthly.
Greens - Greens had been taken down to quickly resulting in scalped areas throughout the golf course.
Trees and Shrubs - Dead trees along the cart path and greens were not marked.
Trash Receptacles - A trash can, previously crushed by a fallen tree, had not been replaced.
Yosemite Valley Lodge Basecamp -
Windows, Doors, Walls, Ceilings, Floors, Screens -
Window screen in the dish room did not fit and created a large gap. Issue was not fixed by the follow up evaluation 2 weeks later.
Trays- There were not enough trays available for guests to carry their food to their tables.
Food Storage - Boxes were stored on the ground in the dry storage room. Issue was not fixed by the follow up evaluation 2 weeks later.
Order Management - Ordered were not assembled/delivered in a timely manner. Some guests waited over 30 minutes to receive their orders. Notification of a ready order is not adequate - sometimes orders were called out, sometimes they were not, and it was difficult to hear. To go option was not available on the kiosks, creating a mix up of transferring food once it was received. Issue was not addressed by follow up evaluation 2 weeks later.
Payment Methods - Chip card reader on the kiosks was not operational. Swiping a card worked, but there was no signage indicating this issue and caused confusion to guests. The cash kiosk was not available.
Food Availability - The evaluator noted 7 different items that were not listed as "out of stock" on the ordering kiosks: coleslaw, watermelon slice, paraffin, bread pudding, tiramisu, gluten free option. The International Station was out of rice.
Beverage Presentation - Guests were given paper cups because there were not enough clean, in dining cups available - they needed to be washed.
Staffing Levels - During the evaluation there were 2 employees working at the Grill Station. It was clear that this was not enough staff to avoid preventable delays as there were guests waiting 30+ minutes for their grill station meals. A guest asked the evaluator where to pay after eating at the Pizza Station - it was unclear because there was not staff at the Pizza Station POS. Issue was not addressed by the follow up evaluation 2 weeks later.
Employee Attitude - While some employees were efficient and friendly. Some were not helpful and unable to answer questions. The evaluator asked an employee if the order he made was for #259 and the response was "I don't know".
Rates - The same rate is charged for 2 different fountain drink cup sizes. Plastic dine in cups are 16 or 20 Oz cups, while to go cups are approximately 12 ounces. Visitors were charged the same rate for 12 oz cup as they were for the 16 oz cup while receiving less product.
Yosemite Valley Lodge Mountain Room -
Food Storage - Fridge temperature logs had not been signed for 2 months.
Handwashing Stations - Several sinks behind the bar do not turn off all the way and consistently drip. This issue was not addressed by the follow up evaluation 3 weeks later.
Other Contract Requirements - Core menu items were priced incorrectly on the menu but were correct on the POS system. Credit card insert on vinyl check presenter was broken. Neither issue was addressed by the follow up evaluation 3 weeks later.
Degnan's Kitchen
Spring Evaluation:
Self-Service Beverage Areas - The self service beverage area(coffee, tea, soda) were in the same area as kiosk lines which can be very busy. One of the water refiling station faucets was missing while another was loose. This had not been fixed since the previous evaluation in July.
Order Management -Quick service standards state that food should take no longer than 5 minutes to receive after ordering, however, the evaluator's sandwich took 10 minutes.
Food Availability - The Children's Sack Lunch, a core menu item, was not on the menu.
Rates - There were 6 core items that were priced above the approved rate.
Fall Evaluation:
Trash/Recycling/Composting- Two outdoor, public trash cans were broken, and the organic receptacle was broken and could not be opened.
Public Restrooms - No cleaning log was posted in the Women's restroom. All in stall sanitation trash cans were full and there were scraps of toilet paper littered in the stalls. In the Men's restroom, a toilet paper dispenser was broken and no longer mounted on the wall. A soap dispenser was non-functioning.
Fire Extinguishers - Almost all fire extinguishers had not been inspected or signed for several months.
Queuing Areas - Kiosks had been moved since the last evaluation, but queuing space was still very confusing for guests. There are barrels creating a queuing section in the middle of the room, beginning in the drink refrigerator area, ending at the sandwich counter. However, when guests come in, they walk straight to the counter to look at the menu on TV screens above. Then they realize that they are at the exit of the kiosk line, try to find the entrance, or cut in front of other guests. When main registers are closed and the coffee register is the only one open, there is a confusing line thar forms in the middle of the store with no queuing.
Ice Machine - Small amount of mold in the ice machine.
Food Storage - A large bin of coleslaw wasleft out without a cover. A container of pizza sauce was only covered with torn plastic wrap in the fridge. In a fridge, some foods were passed their expiration date, while others did not have an expiration date labels on them at all. When evaluators walked into the produce fridge, we could smell and found a rotten, moldy lemon. In fridge, some food labels were marked with "Made On" dates with no expiration date, while other labels were marked by "Use By" labels. Consistency in labeling would likely help keep food organized and fresh. In coffee/tea storage area, boxes of chairs mix were on the floor. In dry goods storage there was a bag of sunflower kernels that had been opened but not moved into a sealed bin.
Ware-washing sinks - One three compartment sink was being used improperly and had dirty dishes in all three compartments.
Food Availability- A cote menu item "Children's Sack Lunch"(PB&J with a fruit cup for $4.50)was not available. There were no fruit cups available for purchase in the store.
Staffing Levels - When evaluators first arrived at 2:30, both front registers were closed and not staffed. They remained closed until 3:07 when one register was opened. In the meantime, all transactions were put thru the coffee register, creating a large line in the middle of the room with no obvious queuing. There was very limited staff, resulting in registers being closed for long periods of time and lack of bussing/cleaning. At one time a chef was at a register.
Rates - Vegetarian Sandwich is listed on the kiosk as starting at $7.25 when it has been approved for $7. This exact item was also noted in the previous evaluation. Prices for much of the grab and go items(drinks, granola bars, candy)are not listed in the store. Three retail items were randomly chose to be rate checked, kettle chips, Corona Extra, and Pepsi. Aramark did not provide the information asked for in 5 business days.
Tecoya Dorms, Employee Housing
Corridors/Ramps/Steps/Stairs - Stairs near B dorm housing office has broken edging and had not been fixed since previous evaluation.
Windows, Doors, Walls, Ceilings, Floors, and Screens - Many window screens throughout the dorms were broken, bent, or did not fit in the windows, allowing pests inside. There were cracks in walls and floors, especially where old tiles had cracked, or laminate flooring was separating from subfloor. Patches in ceiling to cover old fire alarm system were not large enough, leaving gaps into attic spaces.
Room Doors, Windows, and Screens - Many window screens were broken, bent, or did not fit in the windows, allowing pests inside. Many window blinds were damaged and needed to be replaced.
Restroom Floors- Many tiles were missing, and grout had worn away.
Restroom Showers/Tubs/Sinks - Many sinks and showers were missing grout or caulking, creating water and wall damage.
Restroom Ventilation - Many rusty and dusty shower vents.
Kitchens - One stove had no functioning fan/ventilation. Two stoves had broken burners. Serious water damage found under the sink in C/D kitchen in cabinet.
Pest Exclusion - Weather stripping on doors has worn down to create large gaps. Many burrowing holes were found near foundation of some Dorms. Many gaps around pipes were found, allowing pests to enter/exit. E Kitchen had mouse droppings in the under stove storage, under the sink, and behind the fridge.
Corridors/Ramps/Steps/Stairs - Stairs near B dorm housing office has broken edging and had not been fixed since previous evaluation.
Windows, Doors, Walls, Ceilings, Floors, and Screens - Many window screens throughout the dorms were broken, bent, or did not fit in the windows, allowing pests inside. There were cracks in walls and floors, especially where old tiles had cracked, or laminate flooring was separating from subfloor. Patches in ceiling to cover old fire alarm system were not large enough, leaving gaps into attic spaces.
Room Doors, Windows, and Screens - Many window screens were broken, bent, or did not fit in the windows, allowing pests inside. Many window blinds were damaged and needed to be replaced.
Restroom Floors- Many tiles were missing, and grout had worn away.
Restroom Showers/Tubs/Sinks - Many sinks and showers were missing grout or caulking, creating water and wall damage.
Restroom Ventilation - Many rusty and dusty shower vents.
Kitchens - One stove had no functioning fan/ventilation. Two stoves had broken burners. Serious water damage found under the sink in C/D kitchen in cabinet.
Pest Exclusion - Weather stripping on doors has worn down to create large gaps. Many burrowing holes were found near foundation of some Dorms. Many gaps around pipes were found, allowing pests to enter/exit. E Kitchen had mouse droppings in the under stove storage, under the sink, and behind the fridge.
Village Grill
Public Restrooms - Women's restroom soap dispensers had no lids, toilet paper covers were missing, one sink had no hot water, peeling paint, missing seat covers, and a possible waterless and pooling in the light fixture above the baby changing station. Men's restroom smelled Rancid with urine, dirty urinals, soap dispensers missing lids, and a possible leaking urinal(liquid all over the floor).
Rates - Prices were not listed on retail items in store. The markup rate was above the approved amount for one retail item.
Badger Pass Ski Area
Rates - All Ski School lesson rates were incorrect or were not offering what the approved rate was supposed to offer.
The Nordic Center Workbench Rates were incorrect, all Nordic lesson rates except Intermediate were incorrect.
F & B Menu Board listed two core menu items at prices above the approved rate.
Inadequate Staffing - Food and beverage operation had extremely long lines to place orders amd extremely long wait time to get food. Power outage during evaluation caused lifts to stop. Aramark staff must manually start a backup generator for each lift during an outage, however, there is only one employee working at the time who was trained to start the generators causing a long delay for visitors stuck on lifts. The Ski Patrol snowmobile was broken and there was not enough staff to fix it in a timely manner. Tables in the Day Lodge were not cleaned throughout evaluation period, and public restrooms were not up to cleanliness standards due to lack of staff.
IPM Program - Needs to be updated and implemented. Dead mice were found in traps and trapping logs had not been updated for weeks prior to evaluation.
Fire Extinguishers - Not all extinguishers were up to date on inspections.
Yosemite Star*ucks
Spring Evaluation:
Animal Pest Exclusion - No traps were set in the store, kitchen, or back room. Staff did not keep trapping logs. Progress was made implementing a pest exclusion plan by the 2 week follow up evaluation but fell short with not enough traps and not keeping up with trapping log.
Fall Evaluation:
Animal Pest Exclusion - Trapping logs had not been signed for 2 weeks and no traps were set.
During an informal evaluation on Monday October 14, 2019, shuttle bus 20514 was identified as servicing the Mariposa Grove procurement contract. Shuttle bus 20514 is assigned to CC-YOSE004-16, and services the Valley shuttle loop. Shuttle bus 20513 was observed that same day as servicing the Valley loop and is assigned to the Mariposa Grove procurement contract; the buses had been switched and servicing the wrong contracts. After the Park inquired about why the buses were servicing the wrong contract, Aramark advised that shuttle bus 20513 needed a part and had to be serviced in the Valley, therefore the buses were switched temporarily, however, the Park was not notified.
Separately, shuttle bus 20525(assigned to CC-YOSE004-16 and the Valley)was also used to service the Mariposa Grant procurement contract and again did not notify the Park. Bus 20525 had an engine issue that resulted in a major maintenance expense while servicing the incorrect contract.
Additional Notes and Comments
- The Curry Village Ice Rink had to close for the season due to issues caused by the February snow/tree failure event. Evaluation fo 2019 could not be completed due to government shutdown and then early ice rink closure.
- White Wolf hard sided cabins were off line for all of 2019 due to NPS rehabilitation construction project. An evaluation for 2019 could not be conducted.
- The Glacier Point Ski Hut lost power in February due to winter storms/rock slide. Aramark determined that implementing fire code mitigation to operate without traditional power would be cost prohibitive. An evaluation for 2019 could not be completed due to early ski hut closure.
- The High Sierra Camps(HSC) did not open due to tremendous snowpack. Evaluations for 2019 were not conducted due to closure.
- Valley Kennels and Boarding operations were approved not to open fo 2019 due to HSC closure. Evaluations for 2019 were not conducted due to closure.
- On July 25th, NPS was notified by Aramark that the Yosemite Lodge Valley pool would have reduced hours due to an employee injury and low staffing. NPS approved of the reduced hours. Aramark eventually gave a plan of action, at NPS's request, but stated that they did not know how long this would last as they were not able to hire certified replacement staff late in the summer season.
- Yosemite Valley Lodge pool was unable to open August 8 due to persistent staff shortage.
For the period of January 1, 2019 to December 31, 2019 Aramark(aka Yosemite Hospitality LLC) collected 13,615 surveys. A summary of the surveys has been submitted to NPS with the following results:
- There is a 7.5 point difference in the five highest volume response concessioners:
Ahwahnee Hotel 1,886 surveys - rating 80.3% overall customer satisfaction
Curry Village 3,902 surveys - rating 74.6% overall customer satisfaction
Housekeeping Camp 1,533 surveys - rating 75.1% overall customer satisfaction
Wawona Hotel 1,528 surveys - rating 82.1% overall customer satisfaction
Yosemite Valley Lodge 3,874 surveys - rating 76.6% overall customer satisfaction
- Mote than 78%(mean average) of the participants are likely to "return"(78.2%) to the concessioner or "recommend"(78.2%) the concessioner. When we compare the three Aramark hotels(79.7%) to reference benchmarks by industry(75%) posted by ACSI(American Customer Satisfaction Index) we note that the Aramark hotel ratings are competitive and even exceed as a total population. However, when comparing the Aramark food service average scores of 70.7% they fall below the ACSI benchmark of 81%. The Basecamp Eatery(44.1%), Degnan's Kitchen(58.5%), and Degnan's Loft(70.8%)all improved their scores from last year, yet they still have room for improvement.
PARK SERVICE DATA
Yosemite National Park had a visitation of 4,586,463 fo 2019.
The Superintendent's Office received 175 visitor comments involving Aramark operations during the period of January 1, 2019 to December 31, 2019. Comments received through social media sources(Facebook, Twitter, etc.) are not included in this report at this time. In this correspondence, there were 159 complaints, 13 compliments, 0 suggestions, and 3 General Questions. Please note that many comments contained a combination of complaints, compliments, and/or suggestions about more than one facility or service. Breaking out by type of service there were: Valley Shuttle Service- 46, Tuolumne Meadows Shuttle Service- 8, El Cap Shuttle - 5; Firefall Shuttle - 1; Lodging - 37; Food and Beverage- 25; Reservation and Website - 8; Recreation - 6; Tours - 1; Rates(general) - 5; Retail - 4; General Poor Service from employees - 8; Name change - 3; El Portal Market Takeover by Aramark - 2.
The 13 compliments had 4 in reference to specific individual employees. The remaining compliments were: AH Housekeeping amd Service - 1; Valley Tour - 1; Ah Walking Tour - 1; AH Brunch - 1; CV Guest Tents - 1; TM Food and Food Service - 1. These letters were forwarded to Aramark.
- The largest number of complaints were about the Valley Shuttle. Visitors chiefly complained about overcrowding, skipped stops, excessively long waits, rude drivers, and not following schedules. Of specific concern were the number of complaints about the insufficient lack of shuttles causing excessively long waits and drivers skipping stops due to full shuttles. NPS will continue to work with Aramark to improve the Valley Shuttle. NOTE: The Valley Shuttle is free to visitors, which may account for more visitor comments than for-fee services.
- The second largest amount of complaints were about Lodging. These were consistently about cleanliness and poor unit maintenance (particularly bathrooms), rude employees, and rates. We should note that there were also 3 complaints about ADA accessibility, either parking too far from the ADA room, or incorrect room assignment.
- The third largest amount of complaints were about Food and Beverage service. These were largely a mix of complaints about long waits for food and poor food quality, with some complaints about rude employees. Of the complaints concerning the long wait for food, some were due to confusion about queuing organization. NPS has had discussions with Aramark about its queuing organization with minimal response from Aramark.
The Superintendent's Office received five employee complaint letters in 2019. These concerned Bedbugs reported in concessioner employees dorms, a lost package and other delivery complaints, graphic design theft, and harassment. Although NPS cannot interfere with concessioner internal business practices, specific employee complaints regarding NPS standards being unfulfilled were investigated thoroughly by NPS. All complaints were submitted to Aramark for their internal investigations(all employees names were reacted unless employee gave permission). In regard to the Bedbug situation, more details may be found by seeing the AOR tab, Problems/Issues, and Resolution, and Public Health.
For the period of January 1, 2019 to December 31, 2019 Aramark(aka Yosemite Hospitality LLC) collected 13,615 surveys. A summary of the surveys has been submitted to NPS with the following results:
- There is a 7.5 point difference in the five highest volume response concessioners:
Ahwahnee Hotel 1,886 surveys - rating 80.3% overall customer satisfaction
Curry Village 3,902 surveys - rating 74.6% overall customer satisfaction
Housekeeping Camp 1,533 surveys - rating 75.1% overall customer satisfaction
Wawona Hotel 1,528 surveys - rating 82.1% overall customer satisfaction
Yosemite Valley Lodge 3,874 surveys - rating 76.6% overall customer satisfaction
- Mote than 78%(mean average) of the participants are likely to "return"(78.2%) to the concessioner or "recommend"(78.2%) the concessioner. When we compare the three Aramark hotels(79.7%) to reference benchmarks by industry(75%) posted by ACSI(American Customer Satisfaction Index) we note that the Aramark hotel ratings are competitive and even exceed as a total population. However, when comparing the Aramark food service average scores of 70.7% they fall below the ACSI benchmark of 81%. The Basecamp Eatery(44.1%), Degnan's Kitchen(58.5%), and Degnan's Loft(70.8%)all improved their scores from last year, yet they still have room for improvement.
PARK SERVICE DATA
Yosemite National Park had a visitation of 4,586,463 fo 2019.
The Superintendent's Office received 175 visitor comments involving Aramark operations during the period of January 1, 2019 to December 31, 2019. Comments received through social media sources(Facebook, Twitter, etc.) are not included in this report at this time. In this correspondence, there were 159 complaints, 13 compliments, 0 suggestions, and 3 General Questions. Please note that many comments contained a combination of complaints, compliments, and/or suggestions about more than one facility or service. Breaking out by type of service there were: Valley Shuttle Service- 46, Tuolumne Meadows Shuttle Service- 8, El Cap Shuttle - 5; Firefall Shuttle - 1; Lodging - 37; Food and Beverage- 25; Reservation and Website - 8; Recreation - 6; Tours - 1; Rates(general) - 5; Retail - 4; General Poor Service from employees - 8; Name change - 3; El Portal Market Takeover by Aramark - 2.
The 13 compliments had 4 in reference to specific individual employees. The remaining compliments were: AH Housekeeping amd Service - 1; Valley Tour - 1; Ah Walking Tour - 1; AH Brunch - 1; CV Guest Tents - 1; TM Food and Food Service - 1. These letters were forwarded to Aramark.
- The largest number of complaints were about the Valley Shuttle. Visitors chiefly complained about overcrowding, skipped stops, excessively long waits, rude drivers, and not following schedules. Of specific concern were the number of complaints about the insufficient lack of shuttles causing excessively long waits and drivers skipping stops due to full shuttles. NPS will continue to work with Aramark to improve the Valley Shuttle. NOTE: The Valley Shuttle is free to visitors, which may account for more visitor comments than for-fee services.
- The second largest amount of complaints were about Lodging. These were consistently about cleanliness and poor unit maintenance (particularly bathrooms), rude employees, and rates. We should note that there were also 3 complaints about ADA accessibility, either parking too far from the ADA room, or incorrect room assignment.
- The third largest amount of complaints were about Food and Beverage service. These were largely a mix of complaints about long waits for food and poor food quality, with some complaints about rude employees. Of the complaints concerning the long wait for food, some were due to confusion about queuing organization. NPS has had discussions with Aramark about its queuing organization with minimal response from Aramark.
The Superintendent's Office received five employee complaint letters in 2019. These concerned Bedbugs reported in concessioner employees dorms, a lost package and other delivery complaints, graphic design theft, and harassment. Although NPS cannot interfere with concessioner internal business practices, specific employee complaints regarding NPS standards being unfulfilled were investigated thoroughly by NPS. All complaints were submitted to Aramark for their internal investigations(all employees names were reacted unless employee gave permission). In regard to the Bedbug situation, more details may be found by seeing the AOR tab, Problems/Issues, and Resolution, and Public Health.