A 500-room luxury hotel in Cleveland was using multiple third-party vendors to staff the property’s housekeeping department, which resulted in poor guest service scores and unsatisfactory brand standard compliance for cleanliness. The property leadership sought a true partner with experience in improving and managing the recruitment, training, and operations of the housekeeping department. Having this expertise in delivering exceptional service through quality management and quality assurance programs, The Service Companies was selected as the exclusive partner.
The Service Companies developed a strategy to recruit, onboard, and train 50 compliant housekeeping associates within 30 days and created a custom quality assurance program. The company’s primary objectives included:
- Interviewing existing housekeeping associates to determine who would transition to the team.
- Recruiting and onboarding open housekeeping positions.
- Developing quality management and quality assurance programs to increase guest service scores.
- Successfully transitioning the housekeeping department from multiple third-party staffing companies under The Service Companies.
During the transition phase, The Service Companies had two primary focuses: people and training. The company approached this as follows:
- Fully transitioned all 16 of the client’s housekeeping associates.
- Sourced and onboarded housekeeping associates to fill the remaining 34 positions.
- Identified 3 trainers, who spent 10 days training 2 associates each.
- Supervisors were re-trained and self-inspections were eliminated.
- Developed training guidelines and checklists that met The Service Companies and the client’s brand standards.
- Implemented a 100-point inspection program, set up correct housekeeping equipment, and initiated daily projects.
- Analyzed guest feedback and developed special project lists to resolve issues.
Within 30 days, the recruiting team screened over 300 candidates and fully staffed the housekeeping department. Within 3 months, the property was deep cleaned, which resulted in a significant increase in guest satisfaction. Within 6 months, the property had improved from red to green for brand standard compliance for cleanliness.
Learn more about hotel housekeeping here.
The Service Companies is the premier service provider to the hospitality, gaming, healthcare, education, entertainment, and corporate catering industries. We deliver best-in-class cleaning, staffing, and managed labor services using exclusively legal, compliant labor.
Partners in Excellence.
When thinking about leadership, I see a leader as the person who’s always quoted and remembered. They’re always the star of old blockbuster movies where the underdog team beats the odds and wins the championship, whether it’s the coach, the star quarterback or even the unsung hero in the stands.
ote our SHINE campaign associate engagement culture by recognizing and sharing the successes and accomplishments of each associate and team. Open communication and being the first to welcome and shake associates’ hands from day one is important. 
At 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 Guest Room Attendant. Read below about his experience and what he learned.
When did you join The Service Companies? 
Last 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 summer travel 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.
As 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.
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.
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 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.
