The Service Companies Blog

Service. Above All

Category: Housekeeping (page 1 of 2)

Stepping into the Shoes of a Guest Room Attendant

IMG_3601 2At The Service Companies, we value our associates because we understand they are what make us great. Our Guest Room Attendants across the country work tirelessly each day to deliver on our company’s promise and create the best possible experience for guests. It is important to us that at no matter what level, property or department, our whole team contributes to a strong culture and works toward a common goal. Recently, our Senior Vice President of Human Resources, Matt Sanfilippo, visited one of our luxury casino hotel properties in Laughlin, Nevada, where he spent the day working as a GRA. Read below about his experience and what he learned.

Which property did you visit?

I visited one of our luxury casino hotel properties in Laughlin, Nevada.

What position did you fill in on?

I was a Guest Room Attendant in the Housekeeping Department for the day – I worked with another GRA, Latosha Jackson.

What was your schedule like for the day?

The schedule was intense. We were expecting a very busy day with many early arrivals. The house had to be turned by 4pm to accommodate the influx of new guests. On top of that, there were a large number of VIP guests flying in for a concert at the property that night.

Did you receive training?

I did receive training, but for me it was strictly on the job, bootstrap style. We had a mission to get the house turned. I stripped the rooms and made the beds. Latosha took care of the bathroom and vacuumed.

What were your observations about the culture of the department/property?

I was concerned as I drove down to Laughlin from Las Vegas that the day was going to be intense with the momentous task that had to be completed. However, upon arrival, I was delighted to find that the staff was upbeat and positive about the challenge they had ahead of them. The culture is one of respect for co-workers and leaders. Latosha, the GRA I was working with for the day, loves her job (and does it well). Everyone embraces Project Director Alan Ching, who has done a fantastic job of shifting the work environment at the property.   

I took this opportunity to learn what motivated the employees to come to work each day.  I found that it’s the culture, the way they are treated, and the camaraderie that is shared throughout the team. They appreciate working in an environment where they are respected by their peers and managers, and feeling like they’re a part of something bigger. The associates are truly hospitality people and love giving service to our guests.  

What did you learn or take away from this experience?

The job of a Guest Room Attendant is very difficult.  It’s hard to imagine what cleaning eighteen rooms looks and feels like until you do it. The physical component is demanding. Mattresses are heavy. Linen is sometimes turned inside out. You question why a bed needs four pillows. Why do they need so many sheets? I attempted to leave each room in the condition that I would expect if I were a guest at the property.  

The experience was impactful and humbling because it gave me the opportunity to experience what all those terms I typically hear on conference calls mean. Turning the house means you are not leaving until all rooms are cleaned. A board is your roadmap through the day for your housekeeping experience. A Do Not Disturb sign is a happy sight when you’re close to the finish line. Make friends with a Houseperson, they can be life savers.

I have a ton of respect for our Housekeepers throughout the country. It’s definitely one of the hardest jobs out there!

 

The Service Companies is the unrivaled nationwide provider of cleaning, staffing and managed services to the hospitality industry, particularly luxury hotels, casinos and vacation ownership resorts. With nearly 30 years of experience, The Service Companies approaches their work with dedication, professionalism and a keen attention to detail that leads to best-in-class results.

Emerging Leaders: Shelly Sauseda

Our Emerging Leaders Program was developed to give individuals within our team the opportunity for growth by providing comprehensive management and leadership training. The Service Companies is dedicated to fostering and investing in our associates’ careers, and as a result, we have a number of tenured associates who have risen through the ranks from Kitchen Cleaners or EVS Attendants to Vice Presidents. Today, we highlight Shelly Sauseda, who recently reached her one year anniversary with us as an EVS Attendant at a casino in Bossier City. During Shelly’s first year, her manager noticed great potential and an eagerness to learn more, and urged Shelly to apply to our Emerging Leaders Program. Currently two months into the six month management training program, which includes learning about the housekeeping and stewarding functions and departments, , including rooms cleaning, office dispatch, room inspections, floor care, kitchens, human resources and project management. We interviewed Shelly about her experience so far.

Shelly Rooms TrainingWhen did you join The Service Companies?

I started at The Service Companies in March 2017 as a Restroom Attendant at a casino property in Bossier City, Louisiana.

How did you learn about our Emerging Leaders Program and what do you hope to take away from it?

I found out about the Program from Dekindra Thomas, the Project Manager at the property where I first started. I want to develop better leadership skills and to be an example so other employees can follow in my steps.

The Emerging Leaders Program involves six months of training. How is your training schedule broken down and where are you currently in your training?

I spend time at different properties learning the ins and outs of each department. I completed my final week  at a casino property in Bossier City, where I learned how to run an efficient and successful housekeeping department. Next I’ll move on to learn about floor care and kitchen cleaning at another casino in the area.

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Can you describe what your typical day-to-day looked like during the housekeeping training portion of the program?

At first, I was cleaning rooms while learning room procedures and how to make beds. After I mastered those tasks, I was placed on dispatch for two weeks to learn about that housekeeping function. Next, I spent one to two weeks learning how to inspect rooms. I was also trained on the responsibilities of a house attendant.

What has been the biggest lesson or thing you’ve learned through the Program?

How to run dispatch was the biggest task I mastered. It requires strong multitasking skills. A Dispatcher has to take phone calls and radio messages while simultaneously managing the computer.  

What has been the most rewarding accomplishment for you since you started the Program?

Being given the opportunity to move forward in my career already feels like an accomplishment. I also feel like I’ve learned a lot about each department’s job functions, including how to be a Dispatcher and the room cleaning inspection process. 

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As you transition to the next stage of your training, what are you looking forward to learning or doing?

I’m really excited to learn how to detail kitchens and polish and wax the floors. My training at the next property will include kitchen deep cleaning, floor care, marble care and stewarding.

What advice would you give to someone who is interested in the Emerging Leaders Program?

Be strong. Never give up. Push yourself to accomplish the new tasks that come with your position. It’s not always easy, but the outcome will be worth it.

To learn more about our associate programs and career opportunities, visit http://www.theservicecompanies.com/careers/why/.

The Service Companies is the unrivaled nationwide provider of cleaning, staffing and managed services to the hospitality industry, particularly luxury hotels, casinos and vacation ownership resorts. With nearly 30 years of experience, The Service Companies approaches their work with dedication, professionalism and a keen attention to detail that leads to best-in-class results.

How We Prepare for the Spring and Summer

Although Mother Nature seems to be confused this year regarding which season it is, summer is finally on its way. With schools beginning to let out for summer break, our luxury hotel properties across the country are increasing in occupancy, specifically with family travelers.

Opening Day WP 1Last month, The Service Companies completed our Annual Spring Cleaning Event, during which our teams cleaned and organized all back of the house areas, including offices, break rooms, storage areas and more. This was our initial step in preparing for the upcoming busy season. Maintaining a well organized back of the house area sets us up for success, as we are then able to quickly identify items needed and alleviate hiccups in service delivery.

jack_cinciAs we further prepare for the summer season, we focus on and place additional effort in stocking up on equipment and supplies, ensuring our staff is full, and providing refresher training to our teams so they are ready for the influx of guests. This includes making sure our teams are equipped with enough linens and amenities to accommodate each room and adjusting as needed. For example, a higher number of families requires us to need more towels than usual. Additionally, property information will be reviewed in our mandatory training meetings before each shift, as an increase in traffic will result in an increase in guest questions.

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While we are spending time preparing for the upcoming summer months, we can’t look too far forward. In May, not only are we stocking up for a busy season, we are celebrating Mother’s Day. We may not be able to give every associate who is a mother the day off, but we can ensure all team members can leave on time or early by making small adjustments to our schedule. Managers also celebrate with pre-shift activities to let everyone know they are appreciated, and to thank them for spending their special day working hard to service our guests.

Leaders in Service: Stephanie Leger

Our next Leaders in Service series feature is Stephanie Leger, Corporate Compliance Auditor and support for our hotel, casino and resort properties across the country.  Prior to joining our team, Stephanie held a number of roles with The Ritz-Carlton brand, including Housekeeping Manager, Front Desk Supervisor, and Group Sales Coordinator, and was a Service Evaluator for Forbes Travel Guide, during which time she was trained and certified in over 550 hotel standards and identified service strengths and opportunities for improvement. We have interviewed Stephanie about her time at The Service Companies, her unique background in inspections and auditing, and what it takes to succeed and grow within our company. Currently, she is providing operational support and expertise to one of The Service Companies’ luxury hotels in South Beach, Miami.

StephanieLeger_1794What roles have you held while with The Service Companies? How long have you been with us? I’ve been with The Service Companies for two years, during which I’ve lead the team in account openings, helped with the expansion of accounts and evaluated how our accounts align with our company and brand standards. At the property I’m with right now in Miami, we’re running about 45 room attendants each day, and I’ve been training new associates every day.

What has kept you on our team, and what do you like most about this company? It’s exciting to be part of a growing company that isn’t just growing in one location, but across the country – over 30 states and counting! We’re also expanding into different calibers of hotels, and I like assisting in creating our company standards as we grow.

What does your job entail? I have a variety of job duties. I travel to our new accounts and assist in setting up the housekeeping department and training newly hired team members. Or, I visit existing accounts and audit the housekeeping department by testing associates’ knowledge and spot checking cleanliness in their rooms.

What do you think makes an Executive Housekeeper successful? Having skills in time management, teamwork and flexibility are important for success.

What do you think is the most important part of your role? Checking in on our current accounts and making sure they performing up to our standards, and if they’re not, assisting them to get them where they need to be.

What would you recommend to someone looking to become an Executive Housekeeper? Learn all the duties of each position of your team. Then as a leader, you’ll be able to understand how each position relies on each other to meet the needs of the guest.

What do you love most about your position? I love visiting our various properties and working with the team to take them to the next level.

How do you stay motivated, and how do you motivate your team? To keep myself motivated, I stay positive. My nickname is giggles; I’m always laughing and in a good mood. Housekeeping can be very challenging, but I use my positive outlook to motivate the team. Also, I work side by side with the team to get the task at hand done.  

Outside of work, how do you spend your time? What are you passionate about and what do you enjoy doing? I enjoy traveling to destinations I’ve never been before and touring the area. When not on the road for work I like to travel to tropical locations and enjoy the outdoors, hiking and fishing.

 

At The Service Companies, we understand that our people are what makes our company great and enables us to provide our customers Service. Above All.

No matter what level, property or department, you will find exceptional associates who live and breathe our brand and have helped create a strong corporate culture. In the spirit of honoring the people and leaders within our company, we feature and interview our outstanding associates in our series, Leaders in Service.

The Service Companies is the unrivaled nationwide provider of cleaning, staffing and managed services to the hospitality industry, particularly luxury hotels, casinos and vacation ownership resorts. With nearly 30 years of experience, The Service Companies approaches their work with dedication, professionalism and a keen attention to detail that leads to best-in-class results.

Tips for Spring Break Travel

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When the spring crowds begin to arrive there are many dynamics to consider in order to best prepare your team.  Since we have properties in all regions of the US, preparations vary based on weather, school schedules and other factors.

We have already begun speaking to our leaders in the field to prepare our teams for what will be happening one or two months from now.

 

Advance Planning

Advance Planning is critical when it comes to added stock of supplies, your staffing plan and seasonal uniform changes.

Get an earlier start on inventory of supplies. Since many of these may need additional budget approval and have longer lead times, you don’t want to find yourself running out of items such as; cribs, rollaway beds, room linen and pool towels.

If you haven’t begun pulling your extra pool and deck furniture out from storage for an inspection and deep cleaning, it is definitely that time. Even though resort properties may have a busy pool deck all year around, it is very common needing more to accommodate the spring break crowds.

As the temperatures begin to change, it is time to determine the appropriate spring HVAC “comfort” settings with your facilities team. We want the first impression at check-in to be a comfortable and welcoming experience. In addition, determine the best placement for your window treatments. As we welcome more sunlight during the winter months, keeping draperies closed a bit more will assist in cooling down the room during spring and into summer.

Review your uniform par levels for departments requiring a seasonal change. Ensure your associates are looking and feeling their best.

 

Staffing Plan

During these seasonal periods, the typical staffing plan will fail. Expect higher volume in all areas and plan accordingly. It is important for the leaders to communicate adjustments early so associates can make arrangements outside of work as well. Extra support will be needed in rooms, public areas, and food & beverage outlets. Some areas to consider;

  • More frequent public restroom checks and monitoring of high traffic areas
  • Providing extra support in the laundry department to expedite additional guest room, pool, and food & beverage linen demands
  • Accommodating additional food & beverage covers and extended outlet hours
  • Anticipate extended time needed in guest rooms. Since spring break typically has higher guest counts and a longer length of stay, this usually requires additional servicing time
  • For our resorts and coastal properties, ideal weather conditions usually prompt later checkouts, so if the weather is cooperating schedule staff accordingly for late services. I find starting some associates an hour later helps cover the late checkouts
  • Since we offer transportation for team members in many markets, this period may require more frequent stops

Many of our associates have children taking school breaks as well, so we try to be as accommodating as possible to allow them necessary time with their families. Sometimes a slight shift on their schedule is a big help during this period.

 

Setting Your Team Up for Success

Just before the crowds arrive, everyone should be well informed on how they can best contribute to your operation. As we know, in order to be successful with the influx of transient business you must adjust your usual agenda and methods of cleaning.

Be sure your daily pre-shift meetings include these important reminders and everyone is well-informed of the special activities and events happening at the property and surrounding areas. Keep daily events posted and copies readily available for your staff members.

Prepare all the extras for multiple guests and families; items such as extra pillows, blankets, rollaways and cribs. Many of these requests come in during the afternoon and evening hours so be sure to have them “delivery ready” and staged in convenient locations.

Be proactive by delivering extra items during regular services to accommodate multiple guests. In addition to stocking items for guest requests, there are a few to consider as part of the daily service such as; increased linen pars, soap and shampoo. Also, be sure to stock extra paper products in public area closets.

Most importantly, don’t lose sight of your repeat customers that may be visiting during this period.

For many, this kicks off the start of a long stretch throughout the spring and summer where families and more transient business visit your properties. It is important to continue discussing the unique needs of travelers during these periods.


The Service Companies’ unique turn-key model provides complete oversight of the housekeeping, public area, EVS, and stewarding departments, including accountability over the productivity, operations and success of the departments. These services allow hotel, casino and resort customers to focus on driving revenues. To learn how The Service Companies’ turn-key model can help your property, contact us.

Laurie Katinos is one of the leading hospitality operations directors. Her expertise in housekeeping operations spans over 20 years, with the majority of her time spent with Hyatt Hotels Corporation and The Service Companies. Her knowledge and operations savvy has contributed to The Service Companies becoming the unrivaled provider of cleaning, staffing and managed services in the hospitality industry.

What to consider when hiring newly displaced workers from Puerto Rico

As a result of Hurricane Maria, the United States, particularly Florida, has seen a large influx of Puerto Rican refugees looking for work. This could be great news for the hospitality industry which, with the unemployment rate reported at 4.1% in October and November and the difficulty securing workers through the H2B visa program, has struggled to find labor to fill housekeeping, public area cleaning and stewarding positions.What should the executive teams of hotels and casinos with understaffed departments be taking into consideration as they look to hire from this group of over 200,000 individuals?

First, hiring from this pool of workers is costly. Hotels and casinos must be aware that they will be incurring costs from the recruitment and onboarding processes as well as ongoing fees associated with insurance. Recruitment costs will include background checks, drug tests and e-verification in addition to travel costs to attend job fairs, and relocation and lodging fees for the new hires.

Once hired, these new associates go through the onboarding and training process. While this varies from property to property, at The Service Companies, each of our associates completes a 30-day training program for any of our fully managed services including housekeeping, EVS and Stewarding. The costs that result from training can be high. In 2016, in conjunction with Navigate Corporation, a premier management consulting firm in Philadelphia, Pennsylvania, The Service Companies took a deep dive to understand the drivers of associate retention and engagement. During this study, we saw that onboarding a new associate could cost thousands of dollars. Depending on how short staffed a hotel or casino is, just the onboarding costs could quickly and easily surpass $10,000 with only a few new hires. On top of this, add the costs for medical and dental benefits, general liability and workers compensation insurance, which will continue throughout the associate’s tenure at the property.

It takes a well-capitalized company or property to be able to successfully recruit this new influx of workers. Located across the country, The Service Companies, the one-stop-shop for managed, staffing and specialty services to the hospitality and gaming industry, is one of the few with the capital and experience (over 30 years) to take on this responsibility. With our turn-key housekeeping, public area/EVS cleaning and stewarding model, we assume full accountability of a hotel or casino’s most challenging departments, handling recruiting, background, drug and e-verification checks, training and insurance. No other company has the same resources, experience or nationwide presence. To learn more, visit www.theservicecompanies.com.

The Service Companies is the unrivaled nationwide provider of cleaning, staffing and managed services to the hospitality industry, particularly luxury hotels, casinos and vacation ownership resorts. With nearly 30 years of experience, The Service Companies approaches their work with dedication, professionalism and a keen attention to detail that leads to best-in-class results.

Distributing Soap in Guadalajara with Clean The World & Caesars Entertainment

Social responsibility is important to us and we drive corporate social responsibility among our clients. In early November, we partnered with Caesars Entertainment and Clean The World for the fifth consecutive year to send two members of our housekeeping teams on a service trip to distribute recycled soap and hygiene kits to underserved youth and communities. This year, Cynthia Isrow (EVS Supervisor in Laughlin) and Yerky Santana (Housekeeping Supervisor at a casino hotel on the Las Vegas Strip) were selected to travel to Guadalajara, Mexico with Clean The World and Caesars Entertainment’s winners.

Their trip began in Las Vegas, where the group received a tour of Clean The World’s Recycling Operations Center, which is celebrating its fifth anniversary, to learn how Clean The World takes, sanitizes and repackages partially used soaps and hotel amenities collected by our associates. In Guadalajara, through Children International, Cynthia, Yerky and the trip participants spent three days distributing soap to impoverished families and taught them how to properly wash their hands to prevent disease.

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Now that they have returned from their trip, we took some time to speak with Cynthia and Yerky about the trip and how it affected them. Read our interview and view the photos from the trip below.

What was your reaction to hearing you were selected to go on the soap distribution trip to Guadalajara?

Cynthia: At first, I was a bit uneasy about traveling to Mexico. But I was very excited to have the opportunity to go.

Yerky: I was excited to go. I lived in Guadalajara for a time, so I know about the city and the living conditions in which many of the people live. I knew that by going with this group, I would be able to make a big impact. 

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What were your expectations of the trip when you were selected? How were they the same as or different than what you experienced?

Cynthia: I expected that we were just there to hand out soap, but it turned out to be so much more than that. We spent time with the families and children we were helping along with Children International. It was a very rewarding experience.

Yerky: The trip ended up being more impactful than I expected it to be. For me, I left Guadalajara thinking more about how other people live and the opportunities available to them. Before, I was more concerned about my life; now not so much.

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What advice or information can you give our associates participating in the Clean The World initiative on property?

Cynthia: Keep doing it. Collecting the soap is so important. To us, it might just be soap, but to others, it’s life. I am vocal about how important this is on property.

Yerky: People may not think about how much they can help others by collecting the partially used soaps left behind by guests. On the trip, I saw that one bar of soap has a big impact on these communities. One bar of soap for us is not a big deal, but for the people in Guadalajara, it’s life changing. I would encourage everyone to collect as much soap as possible.

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It is amazing to hear that one bar of soap, which may be something we take for granted, has such a significant affect on a family or community. Has this trip impacted you in any way?

Cynthia: It has impacted me in so many ways. Other than wanting to be more involved with my team, I am looking at sponsoring a child in Guadalajara through Children International. Hopefully by January, it will be all set up. When I was in Guadalajara, I saw how the programs Children International provides these families are so effective and I want to give one child the opportunity to have his or her education, medical bills and more covered. I left Mexico believing that one person can change one life.

Yerky: When we’re cleaning guest rooms, we don’t think about how the soap or toilet paper we collect is important. I left driven to do more to help people less fortunate. I’m just one person, and even though I can make a difference, this trip made me realize the great potential people with resources have to combat poverty in the world. I made a promise to myself to contribute more, but more people have to get involved.

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What was the most memorable part of the trip?

Cynthia: There was a mother that we met that I will never forget. When we were teaching the kids how to properly wash their hands, each would receive a gold star sticker. She also really wanted to learn and she was so excited to get a gold sticker. She was so thankful and grateful to receive the sticker, which is burned in my mind. This trip put my life into perspective and was a mind opening experience. The people we were helping work from 5am to 11pm each day and only make $150 per month. They make the most out of what they have, which is an important lesson for us all.

Yerky: For me, there were two very memorable parts to the trip. The first was when we visited a family at home. We showed everyone, from the children to the grandmother, how to wash their hands. Visiting them reminded me that my family and I used to live like this in Cuba. I understood how hard they work just to buy some bread and milk. It put my life into perspective. The second memorable experience for me was the visit to the Clean The World Recycling Factory in Las Vegas, where we saw how the soaps we collect are sanitized and repackaged into new soap.

5Are there any other memorable moments from the trip you’d like to share?

Cynthia: There was a moment with Yerky interacting with a child during a home visit that I think was memorable for all of us. Yerky asked the boy how many times he could jump on one foot in a minute. The boy responded with 50 times. Yerky stopped the boy after 30 seconds of jumping and told him that he jumped 78 times in half the time. Yerky told the boy to never underestimate himself and to always realize what he is capable of. Yerky shared that he was poor, just like the boy, growing up in Cuba and being told the limits to what he could do in life. Yerky continued that now he lives in the United Sates working on the Las Vegas strip, has traveled to 48 countries and accomplishing what he sets his heart to.

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What an incredible story. Cynthia, how has your team in Laughlin been so successful in collecting unused amenities that are donated to Clean The World?

Cynthia: Through constant encouragement. I think now that I can share my experience with them, they will begin to realize the value of what we do and we will be even more successful.

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Both of you have mentioned that now that you’ve returned, you want to do more. Can you elaborate on that?

Cynthia: I’ve already started looking at hosting community hygiene kit builds and getting more involved with Clean The World here in Nevada.

Yerky: I’d like to start volunteering, even if it’s just one day a week. I know I can make a difference, no matter how small the task.

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The Service Companies is the unrivaled nationwide provider of cleaning, staffing and managed services to the hospitality industry, particularly luxury hotels, casinos and vacation ownership resorts. With nearly 30 years of experience, The Service Companies approaches their work with dedication, professionalism and a keen attention to detail that leads to best-in-class results.

What hotels, resorts & casinos should ask when selecting a managed services or staffing vendor partner

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With budget season upon us for 2018, you may be accepting proposals from vendors to assume responsibilities of one or more departments at your hotel, casino or resort. To protect yourself, your management company and your ownership group, there are specific questions to ask as you review these proposals. The cheapest option is generally not the best option as there is always an underlying reason why prices are substantially lower.

  • Is the vendor well capitalized and able to meet their payroll needs? A number of service providers are unable to pay their employees on time, which opens their customers (you) up to liability and bad publicity.
  • What does the vendor’s workers compensation program look like? Many lower cost vendors create shell games that could put your property at risk to pay for their employees’ workers compensation claims.
  • Does the vendor follow Department of Labor regulations on overtime payment and payment timeliness?
  • Is there a plan for the management of their employees so joint employment issues are not found and filed?
  • Is there an employee training, retention and satisfaction program? What does the training program, if one exists, look like and are there processes that encourage continuous education (pre-shift meetings, for instance)? At The Service Companies we are constantly educating and training our associates, even if they have been with the team for over 10 years. There are always new techniques and best practices to share and learn.
  • Does the vendor provide benefits, competitive wages and retain their employees? If not, you may be looking at joint employment issues and a workforce that is consistently in flux and not up to speed on your specifications and standards.
  • What is the vendor’s approach to recruiting and staffing? Does the vendor run background and E-verification tests prior to hiring their employees? Unlike The Service Companies, many vendors cannot guarantee that their labor is legal because they do not run these checks, which opens your property up to issues with I.C.E. and the Department of Homeland Security.

These are just a few items that we have learned in our 30 years of experience are necessary for hotels, casinos and resorts to be aware of when making a decision on managed service providers. We take pride in becoming a seamless partner for each of our customers, so we put the responsibility of liability exposure, insurance, benefits, recruiting and quality assurance on our shoulders. This also means that we can guarantee our customers’ properties and ownership are fully protected from potential joint employment issues. Not many other companies put the same emphasis on this, and many times, that is directly reflected in price.

Steve Wilson is the President and CEO of The Service Companies, the leading provider of cleaning, staffing and managed services to the hospitality industry. With over 30 years of experience in service and hospitality, he flies more than 200,000 miles per year (all domestic) and spends over 200 nights per year in hotels visiting the company’s associates and customers, located in 44 states across the country.

Driving The Check-In Metric

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When you think of an efficient check-in process, does the Front Desk operation come to mind? As hospitality experts, we all understand that the efficiency of the Front Desk and check-in relies tremendously on what happens behind the scenes within the Housekeeping operation. Without having sufficient inventory of clean rooms, they cannot satisfy early check-ins or unpredictable guest demands.

From my experience as a Front Office Manager and Director of Housekeeping, I developed processes and a guide that would ensure guestroom check-in efficiency. At The Service Companies, we employ these in all our of our Housekeeping departments across the country.

To download a copy of the guide, filled with best practices, fill in your information below.

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Laurie Katinos is one of the leading hospitality operations directors. Her expertise in housekeeping operations spans over 20 years, with the majority of her time spent with Hyatt Hotels Corporation and The Service Companies. Her knowledge and operations savvy has contributed to The Service Companies becoming the unrivaled provider of cleaning, staffing and managed services in the hospitality industry.

Commitment to being green

At The Service Companies, one on our primary commitments is providing superior hospitality services to our customers by using the most effective and safest cleaning equipment and chemicals. Equally important, though, is ensuring that we are environmentally conscious at all of our 750 locations across the country. How do we do this? We have set up company-wide partnerships and programs that minimize our environmental impact, but also give our individual teams the liberty to come up with “green” initiatives that are most effective for them. Here are a few of the ways The Service Companies has gone green:

  • Ecolab photo 1 (4)Partnerships with Environmentally Friendly Suppliers: Ecolab is equally committed to the sustainability of their operations and offers products that are environmentally responsible. Our nationwide partnership with Ecolab means we work with their representatives to tailor select chemicals for each of our customer’s properties. When available, our first choice is to source environmentally friendly chemicals and solutions.
  • Durable, Long-Lasting Equipment and Repairs: The Service Companies is committed to using best-in-class, energy-efficient equipment, which is more effective and durable. Our equipment specifications must meet goals for improving or liming the impact to indoor air quality, water consumption, energy consumption and lower chemical usage. By working closely with our manufacturers, including Karcher, we are able to determine the right process to achieve the highest possible results at the lowest possible cost. This means our team is consuming less energy, chemical and water to clean our customers’ areas. Also, instead of replacing equipment at the first sign of an issue, we repair it to its original efficiency, increasing the lifetime of the equipment. When equipment and materials are to be disposed, we never send them to a landfill. The Service Companies contracts with local and regional resource recovery companies to recycle or redistribute material and equipment we no longer have a need for.
  • IMG_6406 (2)Clean The World: For the fourth consecutive year, many of our on-property Housekeeping teams have partnered with Clean The World, an organization that collects discarded hotel hygiene items, re-purposes them in a sanitary manner, and distributes them to people who are at risk of contracting hygiene-related illnesses. Our Housekeepers have been integral to collecting the 40 million+ bars of soap that Clean The World has distributed to over 115 countries.
  • Recycling: We support our customers’ recycling efforts by ensuring proper separation of recyclables from landfill trash. In some operations, we have one person dedicated to this task. Our employees are trained to prevent cross-contamination of landfill trash with recyclables. We use color-coded trash bins that are clearly marked for the type of trash – green for landfill, blue for recycling.
  • Reducing Greenhouse Gas Emissions: We reduce emissions related to our business by limiting the number of product orders per month, using battery operated equipment where feasible and limiting the use of fuel-powered equipment when work can be done efficiently by other means, to name only a few. We run estimated monthly emission reports that show total carbon dioxide tonnage created and saved in operations. These reports are critical to The Service Companies meeting and exceeding our emission reduction goals.
The Service Companies is the unrivaled nationwide provider of cleaning, staffing and managed services to the hospitality industry, particularly luxury hotels, casinos and vacation ownership resorts. With nearly 30 years of experience, The Service Companies approaches their work with dedication, professionalism and a keen attention to detail that leads to best-in-class results.
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