The Service Companies Blog

Service. Above All

Tag: service

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: Griffin Long

Griffin LongAt 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 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 second feature of this series is Griffin Long, an Operations Manager for our Food & Beverage and Hospitality Staffing division, Acrobat Outsourcing. We’ve asked him to answer some questions about working for The Service Companies:

Tell us how long have you been with The Service Companies?

I have worked with Acrobat Outsourcing, The Service Companies’ Food & Beverage and Hospitality Staffing business segment, a little over two years.

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

My first role with Acrobat was as a temporary worker doing catering for Sodexo. I then became a Staffing Assistant and began working out of Acrobat Outsourcing’s Houston office and became Operations Assistant Manager not long after. I was recently promoted to Operations Manager for Austin, a role I will be assuming this week.

Congratulations on your promotion! What does your new job entail?

What doesn’t my job entail is the real question. I do everything from staffing, recruiting, administrative tasks, check-in, client meetings, and more. That’s how I was trained, to cover everything. It’s always good to be well versed in what your entire team does.

So, how do you motivate your team?

I motivate my team by always asking if they need help. No matter how busy I am, I always find time to see what areas I can help them in. This builds teamwork and everyone knows their role, but at the end of the day they can wear all the hats in the office.

I know you were just promoted, but what was the best thing about being the Operations Assistant Manager in Austin?

The best thing about being Operations Assistant Manager was that I got to help upper management while also being able to focus on the team effort. Whether it’s speaking to clients or helping with admin work I did a little bit of everything for the greater good.

Tell us one thing about yourself that is not related to work or what you do for fun when you’re not working.

I enjoy fishing, camping, cooking, and hanging out with my family! I am a very family-oriented person. They will always come first in my life.

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.

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.