The Service Companies Blog

Service. Above All

Category: Service

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.

The results are in: our newest opening

This month, The Service Companies took over third shift cleaning operations at a luxury resort in Florida. The property’s management team looked to us to solve some issues for them. Having previously used multiple cleaning providers to manage the property’s overnight cleaning, the management team sought a strategic partner that would seamlessly integrate into the property’s surroundings and ensure a consistent high level of cleanliness across the property. As a large, well-capitalized hospitality partner, we are one of the only managed service providers able to guarantee and deliver this. Plus, by taking over areas that were previously overseen by multiple independent providers, we were able to provide savings along with a higher level of service than previously provided to the property.

With every opening where we provide public area, EVS or third shift services, we start off with a full assessment of the floor types to determine a floor schedule and equipment needs with our equipment partner, Karcher. We also work closely with Ecolab to spec out the right chemicals and cleaning processes for all surfaces to ensure they are perfectly cleaned and maintained. After completing this and only two weeks into servicing the property, our opening team has achieved incredible results. Take a look at our before and after pictures below to see for yourself.

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 to make your marble floors shine

The appearance of a property’s marble floors can affect a guest’s first and lasting impressions of a property. While these floors may have gleamed a few months ago, constant and consistent traffic on the floors can leave them dull and lackluster. What should you do when this occurs? At The Service Companies, we have spent years honing our floor care techniques and have developed a step-by-step guide for you to use. Following this guide will give you the results shown below in our before and after photos, which we’ve taken at a luxury hotel property we recently began servicing.

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The Service Companies

How to develop great customer relationships

As we begin 2017, it’s important to remember the value of developing good customer relationships and providing exceptional customer service. At The Service Companies, one part of our Service Code is “Service is not what we do – it is who we are” and we are always focused on providing the best service possible to our hotel, casino and vacation ownership customers and their guests.

As we provide primarily “back-of-house” services, our customers are not only the guests of the property, but also of the various operational departments we work closely with throughout the day and night. I’ve found that good customer relationships stem from delivering good customer service. If your client is happy and satisfied with your work and response, then it is a sure way to not only grow your business, but also to maintain a lasting customer relationship. Here are some tips to accomplish this:

  1. Develop relationships with front office staff. Invite them to a pre-shift meeting so they see and understand your services and operations. Consider sending the front office staff treats during particularly busy times. Being in the hospitality industry, we are all working long and hard hours. It’s nice to show your customers your appreciation for their partnership.
  2. Remember special occasions that are important to your client. Keep track of your clients’ birthdays, anniversaries, children’s birthdays, etc. Send a note on these dates. It will let your customers know you care and that they are important to you.
  3. Communicate with your clients on a regular basis. Even just a short note or, better yet, a call to see if they have any feedback and discuss upcoming busy dates and important group and guest arrivals; this communication is critical to providing the service they need and expect from us.
  4. Make great first and lasting impressions. First impressions are important because a lack of familiarity can raise anxiety and heighten emotions. In the beginning of a relationship, your customer may feel sensitive or tentative. Give them a warm greeting every time you see them. This often translates into a lasting positive memory. Over the course of your relationship, the pleasant, short contacts you have with your customer and the service you provide will increase the perception of friendliness. In addition to this, always be thinking how you can provide a lasting impression, which comes from creating a memorable ‘moment of difference.’ Associates who are always ‘looking to help’ and proactively take action to assist or give information will create the moments customers remember. The lasting impression is the goodbye and, unsurprisingly, a person seems to recall these interactions later in the experience more readily than those earlier.
  5. Create Moments of Difference. For The Service Companies, our customer’s guests and their experiences are incredibly important. To make sure their stays are memorable, create at least one special memory that they will remember after they leave. For repeat guests, aim to build on their memories. Allow staff to be inspirational, help, give information and make recommendations to guests. Give or do something unexpected (for instance, Housekeepers leaving extra tissues or delivering hot soup for sick guests). Give staff enough freedom to be able to provide exceptional service. Finally, have fantastic, friendly and easy receptions with great goodbyes.
Having a distinguished 35 years of experience in all facets of hotel development and operation, Victor Lopez is a true hospitality expert. Before joining The Service Companies, he held leadership roles at Hyatt, overseeing the operations of 32 properties from South America to Hawaii, including all resort properties in North America. He was instrumental in the development and implementation of the Camp Hyatt, Spa Hyatt, Golf Hyatt and learning vacation programs, as well as the gaming operations attached to Hyatt Resorts.