The Service Companies Blog

Service. Above All

Tag: associate success

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.

Leaders in Service: Barbara Johnson

 

Our next feature of the Leaders in Service series is Barbara Johnson, Stewarding Supervisor at one of our casino properties in Shreveport, Louisiana. Barbara has been with the Service Companies for over 10 years, and has shown endless dedication and remarkable leadership.

Barbara Johnson_revised image

How long have you been with The Service Companies?

I’ve been with the company for 11 years, working at two properties in the Shreveport area since I was first hired.

What role(s) have you had here and what is your current position?

I started as an EVS Attendant and was promoted to Supervisor. My background includes working on EVS and Stewarding teams and I work closely with The Service Companies’ customer’s Food & Beverage team here in Shreveport.  

What does your job entail?

My job entails making sure my team is able to do their job, from roll call and pre-shift meetings at the beginning of the shift to making sure my team members are where they need to be and has what they need. I provide my team with everything they need to succeed each day.

How do you stay motivated or how do you motivate your team members/coworkers?

I make sure my team knows that the most important part of their job is about respect for themselves, their team and their guests, and I respect them. I motivate them by making sure they have what they need to do well, and also recognize associates with giveaways and announcements to let them know they are appreciated. This past holiday season, we all pitched in for a Christmas celebration, and I made sure everyone felt included and ate well.

What do you like most about your current role?

I love my team and being around people. I enjoy communicating with them about their jobs and training, making sure they have everything they need to succeed.

You have been with The Service Companies for over 10 years. What has kept you on our team and what do you like most about the company?

I love doing my job and I like my bosses. I enjoy the environment of The Service Companies and being a part of the team.

We are thrilled to have such a tenured member on our team. Through the years, we imagine you have experienced and learned a great deal. Is there any advice you’d give to a team member who has joined The Service Companies?

I would tell them to have a positive attitude, by happy and cheerful, and get comfortable with their job.

Outside of work, what are you passionate about? What do you do when you are not working?

I like spending time with my friends and family, and being there for them when I’m needed.

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.

Stepping into the Shoes of a New Hire

Countless studies have shown that each newly hired associate goes through several emotional phases during the new hire experience, and a few more during the course of the succeeding months following their first 90 days. Results vary but, generally, he or she will go through 3 phases: the Discovery Phase, Learning Phase and Development Phase.

New hires will constantly be rethinking the newly chosen career path within the Discovery Phase, which typically spans the first 2 months on the job. During this period, new associates question their tenure at the company. Their perception of their role and the company is easily swayed, either positively or negatively. During the Learning Phase, within the first three months of being hired, new hires typically feel instability and self-doubt. By the 6th month, the Development Phase, new associates become more comfortable and begin to see their future at the company.

As managers responsible for the onboarding and integration of new team members into our organization, it is critical that we pay attention to how our new associates are feeling, stay constantly engaged and understand generation gaps. The best way to retain your new associates (especially the high performing ones) is to carefully recognize the pulse of your new team member experience. Ask questions, check with their counterparts and observe performance.

Understanding the 3 phases of a new hire

Discovery Phase

  1. Set the right tone with onboarding: When the new team member arrives, he or she will carefully observe and either eagerly work themselves into, or talk themselves out of being part of your team. Newly hired team members tend to be highly sensitive about their new surroundings. The leadership or management team should promote an enticing culture, be accommodating and also provide clear expectations. Don’t forget to give the associate an extra warm welcome. We will only encourage them to doubt their decisions of joining the team if we fail to provide a warm atmosphere right from the beginning.
  2. Put your corporate culture on display: A new hire will carefully study whether the organization is the right fit for them. It is imperative that we create an atmosphere where we encourage an open door policy so that they feel comfortable and safe. Leaders must constantly connect with new team members and make every effort to recognize small milestones they may be achieving on a daily basis. Reassurance is critical during this stage and continues to be a factor for the succeeding months.

Learning Phase

  1. Provide feedback: This is the stage where the leader, the team and the associate are all getting to learn more about each other. There will be differences and camaraderie formed amongst the group, and leaders need to recognize how each part of the puzzle will work, how everyone can contribute and how the team can work together effectively. Leaders need to consistently provide constructive and objective feedback because this will set precedence to a coaching type atmosphere. With this in mind, make sure that the performance is measureable and attainable, the instructions provided are clear and there is room for learning.
  2. Coaching: In this stage, a general understanding of a few mechanics within the team culture is developed. It becomes a source of inspiration when team members receive the proper coaching and they feel that they are set up for success. Make sure to provide one-on-one feedback during this time. Effective dialogue stems from being objective and balancing any failure with deserved recognition.

Development Phase

  1. Promote inclusion: Nurture your team member by making them feel included by letting them sit in on a leadership meeting, highlighting a best practice which they excelled on, or asking them how they would resolve an issue or challenge. When the associate feels that they are a productive contributor, he or she will take more pride in their personal brand and feel valued.
  2. Make them feel safe: Employees need to feel secure about their jobs to perform effectively. They will ultimately be more productive and glide through departmental expectations without feeling the need to worry about job security. Once the associate feels safe, he or she is no longer in the Development Phase. From here, as a leader you can fine tune skills as the employee becomes a tenured member of your team.
Teresa joined The Service Companies in September 2016. As the Director of Training and Strategic Operations, she and her team are responsible for driving associate engagement and retention as The Service Companies becomes the employer of choice for hourly associates.

Team Member Spotlight: Ale Parker

IMG_4168At The Service Companies, we believe it is our responsibility to invest in each of our associates and develop them so they can excel in their role and build a career with us. One of the members of our Talent Acquisition team in Nevada, Ale Parker, who became a US citizen last week, reflects on her experience working for The Service Companies and what our focus on career development means for her. Read her story below:

Looking back at the day that I arrived in the United States, almost 7 years ago, it’s amazing to see how much I have learned and grown in different aspects of my life.

Since I was little, I heard the expression “Land of Opportunities,” and ever since I came to this country, I have discovered a deeper meaning behind it. The Service Companies has been an important part of this discovery, when 5 years ago my first leader took a chance on me and saw my potential beyond a foreign resume. Ever since, my leaders within the company have mentored and helped me reach that potential, developing my professional career beyond my own expectations.

It’s difficult to find the words to express how overwhelmingly grateful I feel living in the United States and working with the people here that came along the way and gave me a lifting hand when I was fallen, a hug when I was broken and opened a window when a door was closed. Each helped me imagine, build and pursue my very own “American Dream”.

I feel humbled and proud to be an American and I’m looking forward to living up to the promises I made when I became one.

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.