The Service Companies Blog

Service. Above All

Tag: employee engagement

Leaders in Service: Kim Eichelberger

OKim Eichelbergerur next feature in our Leaders in Service feature is Kim Eichelberger, Project Director for a luxury casino property in Lake Charles, Louisiana. She has been with The Service Companies, having served in a variety of roles for over 10 years. We’ve asked her to answer some questions about working for The Service Companies.

 

 

Congratulations on having just celebrated your 10 year anniversary at The Service Companies! What are some of your most memorable moments from your time at the company?

Working for The Service Companies has been memorable in a lot of ways, and I’ve experienced and learned a great amount since I first started. In the last 10 years, I’ve had the opportunity to travel from account to account, running different customers’ housekeeping departments across the country. I’ve met and worked with a number of people, and had the opportunity to work at vacation ownership properties (where you complete unannounced QAs twice a year) and casino properties, where running occupancy is in the high 90s.

What does your role as Project Director entail? What are some of your responsibilities?

As Project Director for our casino customer in Lakes Charles, I am responsible for running the day-to day operations with 99% occupancy almost daily, motivating my employees daily and engaging with them as much as possible with standup meetings. I also managing our proprietary portals and productivity trackers, ensuring our cleaning standards are met by the property expectations. I also build relationships with the property managers and participate in weekly and daily meetings with property management since we are one team.

Out of all of the properties you have worked at for The Service Companies, what were the highlights of each?

I have worked at several of our properties around the country, but there are a few that were memorable and highlights for me. I worked at one of our hotel customers in Puerto Rico. It was a challenging project, but the views were amazing. In Key West, another time when I was surrounded by amazing views, we managed three properties from one end of the island to the other, which brought its obstacles to problem solve. Also, I will never forget the roosters in the tress in Key West. Yes, roosters.

I have also worked in Virginia, Myrtle Beach, New Orleans, Iowa, Connecticut, Arizona, Laughlin and now Lake Charles. Each property has had its own demands, and it’s been a great experience. I have loved the traveling, being challenged, and walking away with a sense of accomplishment.

What has kept you excited and passionate about working for The Service Companies for the last 10 years?

I’ve worked for The Service Companies for the past 10 years because I truly enjoy my job and the challenges I’m working to solve. There have been moments in my career that have been quite challenging; however, I try to look at the positive side of any and every event.

How do you motivate your team?

I motivate my team in many ways. We hold celebrations and recognize our associates, but, most of all, I interact with each associate on a personal level.

That’s amazing that you have interacted on a personal level with all 250+ of your associates. How do you keep your casino property running so smoothly while overseeing 1000+ rooms and 250+ associates?

How do I keep the property running so smoothly? It’s one of the toughest jobs, I must say. Building the relationship with our customer is the key as is a sense of urgency. I’ve been successful by learning this property and being proactive instead of reactive.

What do you enjoy most about being a Project Director?

The daily demands and building relationships with staff and customers.

When you are not working, what do you like to do?

Enjoying the outdoors and fishing.

At The Service Companies, we understand that our people make our company great and enable us to provide our customers Service. Above All. No matter what level, property or department you look, 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 will 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.

Leaders in Service: Jurond Brazile

Jurond-BrazileAt The Service Companies, we understand that our people make our company great and enable us to provide our customers Service. Above All. No matter what level, property or department you look, 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 will feature and interview our outstanding associates in our series, Leaders in Service.

Our third feature of this series is Jurond Brazile, a Laundry Attendant/Public Area Attendant/Houseman in Key West. We’ve asked him to answer some questions about working for The Service Companies:

How long have you been with The Service Companies?

I have been working for The Service Companies for six years.

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

Since I joined, I have held Houseman, Public Area, Laundry, Carpet Cleaning and Housekeeping positions. Currently, I am a Laundry Attendant/Public Area Attendant/Houseman for a vacation ownership resort in Key West, Florida.

What does your job entail?

I do any job that is asked of me. Since my role with The Service Companies includes Houseman, Laundry and Public Area duties, I help out wherever I am needed. I enjoy it.

That is a great attitude to have, and one that we value at The Service Companies. Our last question for you is what do you enjoy doing when you’re not working?

When I’m not working, I like to read books and play sports, particularly soccer and basketball.

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.

Leaders in Service: Ana Rodriguez

At The Service Companies, we understand that our people is IMG_0435what makes our company great and enables us to provide our customers Service. Above All. No matter at what level, property or department you look, 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 will feature and interview our outstanding associates in our series, Leaders in Service.

Our first feature of this series is Ana Rodriguez, Director of EVS and Housekeeping Operations. We’ve asked her to answer some questions about working for The Service Companies:

How long have you been with The Service Companies?
All together 2 years.

What role have you had here and what is your current position?
I was a Property Manager for The Service Companies in the Housekeeping department at a casino in Bossier City, Louisiana in 2009. I’m currently Director of Operations for EVS and Housekeeping at a casino resort on the Las Vegas Strip.

What does your job entail?
My team and I are responsible for the housekeeping operations of a 2200+ room casino hotel, the upkeep of a 20,000 square foot casino and 400+ associates. All this while integrating The Service Companies’ standard practices with our client’s culture and priorities.

How do you motivate your team?
By showing them the power to make a difference that they each have within themselves. We talk about what inspires us, about the amazing leadership that drives our company and why we do what we do. And in times of need, we are there for each other.

What do you like most about being the Director of EVS & Housekeeping Operations?
The synergy we have created on this team and having the platform to lead so many people eager for growth. We have a achieved such a synergy that any time one of us is not at their best, the rest of the team reminds each other why we all love what we do.

We are always looking for dedicated and talented employees to join our team. If you’d like to join The Service Companies, apply here.

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.

Investing in technology: improved productivity, engagement and service

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The Service Companies’ proprietary TAMS system

Technology has completely transformed each and every one of our daily lives. It has made us more productive, given us greater access to information, and simplified procedures that used to take days, weeks or months to complete. At The Service Companies, we believe that technology is integral to increasing the productivity of our associates, creating best-in-class employee engagement and training programs, and providing the highest quality service to our customers and their guests. As the premier provider of cleaning, staffing and managed services to hotels, casinos and vacation ownership resorts nationwide, The Service Companies has made a significant investment in proprietary technology to increase the efficiency of our Managed and Staffing Services.

Talent Acquisition

Recruitment, training and employee engagement typically involve the most investment of money, time and energy from Housekeeping operational leaders. We recognized that our 30 years of success had provided us invaluable operational and recruiting knowledge that we translated into our own system – Talent Acquisition Metric System (TAMS). In 2016, we launched TAMS, which allows our Talent Acquisition team to create daily task lists focused on ground level recruiting, to analyze historical data on staffing levels for each of our customer’s properties (enabling us to anticipate ebbs and flows), and to review real time dashboards reflecting staffing levels at our properties and regions throughout the country.

Productivity Analysis

The Service Companies has successfully quantified the productivity of their team members. With our proprietary Flash Program portal, our operations leaders and executive team can view and track the productivity of a Housekeeping Department as well as analyze the daily productivity of each Guest Room Attendant. For any Guest Room Attendant that falls below a certain range, we pin point the issue and work on a resolution to increase those scores. Our portal is transferable across the multiple brands we operate within, and comes complete with a mobile site accessible via tablet. Our Executive Housekeepers get real-time, actionable intelligence to help them manage their teams and properties.

Employee On-boarding and Retention Tracking

In 2016, The Service Companies partnered with an external consulting company to collect data and analyze why associates join or don’t join our team or stay for a certain amount of time. The intelligence we gather through this exhaustive analysis of our on-boarding and retention strategies will help us get a clear picture of what we can improve on so that we continue to be the premier employer of hourly associates in the managed service space.

Training

Coming in 2017, The Service Companies will be launching a customized and proprietary training and engagement mobile app, Star Service Training. While we have been utilizing digital training checklists, inspection forms and tools for years, Star Service Training enables us to keep all of the files in one place that our associates can access on their phones to complete. Training will be able to be completed on the app, with our most anticipated augmented reality feature that enables the phone to complete the inspection itself using the camera. Associates will be recognized and rewarded with points, which they will then be able to use to purchase gift cards and items from The Service Companies’ online store. This training app and our other proprietary technology will also be integral to the operations of a new simple, reliable and compliant housekeeping staffing service for hotels and resorts that The Service Companies will be launching in January 2017.

As a large, well-capitalized strategic hospitality partner, we continue to invest in, and help develop, the latest technology to streamline our processes and increase efficiency across all departments of our organization, which also enables our customers to command premium pricing and potentially produces savings.

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.