In this episode of Harder Than It Looks, host Brian Wolff sits down with Neil Hart, Vice President of University Operations at Reimagined Parking. With more than 30 years of experience spanning private parking, healthcare, and higher education, Neil brings a rare, full spectrum perspective on leading in a service industry.

People don’t often plan on starting out in our industry, but once they get in, it’s hard to get out. Neil planned on being a sportswriter, but an assistant manager job at a valet parking operation in college introduced Neil to the parking industry. Now, after 30 years, Neil shares the lessons learned from saying “yes” to the right opportunities.

Neil and Brian discuss the intricacies of managing massive auxiliary operations – including parking, food service, housing, and transportation. Through all his experiences and all his teams, Neil explains why success ultimately comes down to people, process, and technology.

Neil brings calm leadership under pressure, a servant’s heart, and commitment to success in every opportunity faced over his career.

Key Takeaways

1. Careers aren’t linear – lean into opportunity.
   Neil’s path in and out of parking shows that diverse experiences often create the strongest leaders.
2. People, process, and technology are the foundation of great operations. No matter the scale, these three pillars keep everything running.
3. You don’t get thanked in this business – and that’s okay. Success in parking and auxiliary services requires internal motivation, not external validation.
4. Short-term clarity beats long-term guessing. Neil emphasizes focusing on 2–3-year planning cycles rather than overly rigid 10–15-year forecasts.
5. Leadership is about positioning, not controlling everything. Understanding priorities from both above and below determines where leaders should focus their energy.

Episode Highlights

[02:18] Neil shares how he accidentally entered the parking industry through valet operations.
[03:48] Neil leaves the parking industry – and gets pulled back in (twice).
[6:18] The transition to MD Anderson and the stark differences between entertainment parking and healthcare.

[07:48] Expanding into auxiliary services: food, housing, transportation, and more.
[10:18] Neil’s return to parking leadership at the University of Houston.
[18:48] How Neil manages large teams (200+ employees) and complex operations.
[22:18] Neil’s leadership philosophy: listening, prioritizing, and aligning with organizational goals
[29:18] Why long-term planning often fails – and what to do instead.

[31:48] The importance of hybrid operating models in parking and auxiliary services.
[36:48] Retirement, reinvention, and joining Reimagined Parking.

[36:48] Neil’s new role and his approach to learning the industry from a national perspective.

Notable Quotes

“Every decision you make today affects years down the road.” – Neil Hart

“I never want to be the smartest person in the room. I want to be surrounded by people who challenge.” – Neil Hart

“You can’t fall out of a basement.” – Neil Hart

About the Guest

Neil Hart is the Vice President of University Operations at Reimagined Parking, bringing over three decades of leadership experience in parking, healthcare, and higher education.

He has held senior roles at MD Anderson Cancer Center, the University of Texas Medical Branch, and the University of Houston, here he oversaw large-scale parking and auxiliary operations including transportation, food service, housing, and recreation.

Known for his operational expertise and people-first leadership style, Neil is passionate about building strong teams, improving processes, and helping organizations navigate the evolving landscape of parking and mobility.

In this episode of Harder Than It Looks, host Brian Wolff sits down with Keith B. Jones, Chairman and Owner of ACE Parking – the largest family-owned parking and mobility company in North America.

Founded in 1950 by Keith’s grandparents in San Diego, ACE Parking began as a dirt lot charging 25 cents for a parking spot. Today, the company operates across the country and stands as one of the most respected organizations in the industry.

Keith shares his journey, beginning with an early interest in customer experience. From directing traffic in stadium parking lots at 10 years old to leading ACE for more than two decades, Keith has a lifelong fascination with parking. The conversation shifts to servant leadership, defining and living by true integrity, navigating technological disruption, and balancing innovation with the long-term responsibility of a family-operated company.

Keith leads ACE Parking by effectively balancing future ambition with current realities, while ensuring ACE Parking remains a strong pillar of the San Diego and other communities.

Key Takeaways

1. Family businesses are built on responsibility.
   Keith reflects on ACE Parking’s origins and the responsibility of leading a business so ingrained in a city’s fabric for generations.
2. Innovation must balance vision with reality. Keith's “Today, Tomorrow, and Tomorrow Land” framework highlights the challenge of deploying technology with benefits today while still preparing for what may come.
3. Technology is only as good as the people behind it. AI may automate operations, but trained humans remain essential to making technology work effectively.
4. Integrity creates long-term stability.Keith emphasizes structural soundness to build organizations that can withstand disruption and continue serving clients.
5. Culture and leadership shape the future of organizations.
   Companies must remain nimble, adaptable, and grounded to thrive in the coming future.

Episode Highlights

[02:45] ACE Parking’s origins beginning with a dirt lot to a national mobility company.
[06:30] Keith’s first job in parking: directing traffic at an NFL stadium as a child.
[10:30] Learning servant leadership while navigating the challenges of joining a family business.[15:00] How ACE evaluates technology partners and the importance of long-term commitment.
[18:00] The importance of building a “long road play” organization focused on stability and integrity.
[21:00] Early innovations that transformed operations down the road [36:00] The “Today, Tomorrow, Tomorrowland” framework
[41:00] AI’s impact on parking and how technology must enhance, not replace, the human experience
[46:30] What separates companies that will survive the next decade and those that won’t.
[53:00] The story behind ACE Parking’s “Park for Pink” program and the personal journey that inspired it.

Notable Quotes

“Integrity to me means structural soundness.” – Keith Jones

“We need to solve the world of tomorrow while pointing toward Tomorrowland.” – Keith Jones

“We’re not in the customer service business – we’re often in the customer service recovery business.” – Keith Jones

In this episode of Harder Than It Looks, guest host Heidi Barber sits down with Dr. Tanara Teal-Tate, Executive Director of Parking & Transportation at the University of Tennessee, Knoxville – a leader overseeing a $24M+ auxiliary enterprise serving more than 50,000 campus community members.

With responsibility for 18,000+ parking spaces, 10 garages, 34 bus transit systems and a 60+ person team, Dr. Teal-Tate understands firsthand that parking and transportation is mission-critical infrastructure. Dr. Teal-Tate brings a 25-year journey shaped by grit, data-driven leadership, cross-campus collaboration, and a commitment to student success.

From earning three degrees to leading a dynamic team, rolling out transformational parking changes, and defining mobility at a flagship university, Dr. Teal-Tate shares what it takes to lead a complex operation in higher education.

Key Takeaways

1. Parking is the first and last impression of a campus.
   Dr. Teal-Tate shares the importance transportation plays in enrollment, research, athletics, and overall student experience.
2. Engineering mindsets change leadership decisions.
   Dr. Teal-Tate’s mechanical engineering background enables data-driven data, financial modeling, and strategic master planning.
3. Challenges universities face: real estate and costs.
   Land constraints and cost realities make expanding and decision making a planned action.
4. Change requires both courage and communication.
   Leaning on a team and prioritizing innovation and technology will benefit the student experience.
5. Vulnerability is a leadership strength.
   Dr. Teal-Tate shares why humility and mentorship are central to her growth.

Episode Highlights

[03:30] Dr. Teal-Tate shares her entry into parking started at a booth.
[06:30] How mechanical engineering shaped her analytical leadership style.
[10:45] The moment of realization that parking is mission-critical infrastructure. [12:45] Operating at 30,000 feet while empowering her team to lead.
[17:45] Managing large campus events through real-time command posts and adaptive strategy.
[26:00] Why “just build more garages” isn’t financially simple.
[32:00] Transformational changes that reduced garage congestion.
[35:45] The lightbulb moment: campus leaders didn’t know what parking already offered.
[39:30] The nine-year doctoral journey and rewriting 200 pages in six months.
[42:00] Lightning round: hardest life challenges and magic wand fixes.

Notable Quotes

“Parking and transportation is the first and last impression of the campus experience.” – Dr. Tanara Teal-Tate

“In order for me to grow, I have to let myself know that it’s okay to not know.” – Dr. Tanara Teal-Tate

“No problem is beneath me. I’m here to tackle this problem.” – Dr. Tanara Teal-Tate