Category: Service (page 1 of 3)

Our Dedication to Service Through The Service Code

As the nation’s one-stop-shop for services to the gaming, hospitality, and facility services industries, we believe approaching our work with dedication, a keen attention to detail, and a quality standard driven by our Service Code lead to best-in-class results. It is essential for every member of our team to ‘live our brand’, and because of this we created The Service Code as a guideline for our daily conduct, attention to detail and the quality of our work.

 

Service is not what we do – it is who we are.

We make service our main focus to ensure our teams are prepared to accommodate your property like no other. Through our weekly pre-shift meetings, comprehensive training and Quality Assurance and Quality Management programs, service is an essential part of our daily routine.

 We come to work to make our customers SHINE.

 Well-versed in quality cleanliness and customer relations, we guarantee your guests a positive first impression that will keep them coming back for years to come. Our rigorous inspection processes and lists of policies and procedures keep designated areas spotless as we deliver unmatched customer service.

 We are guests in our customer’s ‘house’.

We fit seamlessly into your operation by tailoring our training programs and operating policies to fit your property’s unique needs. We work with property leadership on processes, procedures, and standards to ensure our associates look and perform their best when representing your brand.

We trust our co-workers, in all ways.

Our on-boarding process has taught over 15,000 associates the skills needed to succeed in providing our customers and their guests a high level of service, while giving them access to a support system comprised of company leaders. The Service Companies is a family. We work together to help one another, and your property, progress each day.

We leverage our expertise to solve problems.

700 years of industry expertise within our executive and management teams combined with the industry’s most innovative technology differentiate The Service Companies from other service providers. We use these differentiators to solve your most challenging problems, increase efficiency, and increase your bottom line.

 

For more information about how we utilize The Service Code to deliver best in-class results, visit our website or contact one of our industry professionals today!

Why Preventive Maintenance Strategies Create Value

At The Service Companies, our Engineering Services team strives to be at the forefront of the facility maintenance and operational strategies. We have invested heavily in software, processes and people to ensure we deliver custom service delivery models to each of our customers. Our team utilizes up-to-date software to plan, document and protect client assets and train associates. We also produce monthly reports on staff performance, equipment and utilities.

Our maintenance plans are built in a proactive manner with unplanned downtime avoidance at the heart of the program.

Our Approach

Engineering Services’ non-destructive testing methods mimic equipment operating conditions and schedule maintenance based on the collected data. This procedure results in increased:

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Implementation of a preventive maintenance strategy eliminates much of the unplanned maintenance expenditures that are experienced in a “run-to-fail” model. Based on historical data, the initial savings generated by effective preventive/predictive maintenance programs fall into the following areas:

  1. Elimination of unscheduled downtime caused by equipment or system failures
  2. Improved manpower utilization
  3. Increased uptime
  4. Increased useful life of the equipment by 33%

Preventive maintenance is key to the custom service delivery models Engineering Services develops for each of our customers. For more information about our customized Preventative Maintenance programs, visit our website.

2018 President’s Awards & Distinguished Service Award Winners

The President’s Awards and Distinguished Services Awards acknowledge The Service Companies’ top performing associates who have shown great customer service, leadership, and dedication to our company. Chosen by our executive leadership team, the winners are an elite group recognized among thousands of associates in our managed services department.

Recipients of the President’s Awards and the Distinguished Service Awards were evaluated on the following categories: associate, customer, and guest satisfaction, and compliance with company / property requirements and procedures. Our Manager-level award winners, along with the categories above, were evaluated on their implementation of the SHINE campaign and their financial management.

We are proud to recognize the following associates who continue to make our company SHINE!

President’s Awards Winners

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Manager of the Year – Robin Zamudio

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Supervisor of the Year – Donald Petterson

Adrienne TA Winner (1)

Talent Acquisition Team Member of the Year – Adrienne Eckley

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Associate of the Year, Central Region – Erica Weston

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Associate of the Year, Eastern Region – Oscar Pena

Felicitas Arrizon (1)

Associate of the Year, Western Region – Felicitas Arrizon-Ledon


Distinguished Service Awards Winners

Gilda Postigo Dist. Svc (1)

Manager – Gilda Postigo

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Manager – Rebecca Burrows

Gertie Johnson SUP Dist. Svc (1)

Supervisor – Gertie Johnson 

Rejane Santos Palm Beach

Eastern Region Associate – Rejane Santos

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Central Region Associate – Terry Anderson

Orlando Rosario Astacio Reno (1)

Western Region Associate – Orlando Astacio

Case Study: Luxury Casino Hotel in Mississippi

A reliable stewarding team, along with a professional EVS and housekeeping team, is key in the success of your casino hotel. The Service Companies has the expertise needed to provide a superior quality of service that generates positive shifts in service scores. Take a look at how the introduction of our services benefited one of our casino hotel customers in Mississippi:

Situation Overview

A 65,000 square foot casino with a 505 room hotel located in Tunica, MS, which is part of a large American gaming corporation, approached us to provide managed EVS, housekeeping and stewarding services in 2010. The property leader had previous positive partnership with our managed services team and brought our team in to implement the same positive results.

Challenges

At the time, the property was struggling with staffing shortages and poor quality of cleanliness. The property was ranked at the bottom of its parent corporation’s properties for Casino and Guest Room Cleanliness and the property’s leadership team desired to achieve a higher level of expertise and cleanliness.

Opening Process

On November 12, 2010, our Heart of House Services team took over the Housekeeping, EVS and Stewarding departments utilizing a task force of 14 trainers with significant experience in each area. 155 property employees transitioned to The Service Companies, leaving 20 open positions for our team to fill.

We inventoried and assumed equipment and uniforms, and deep cleaned the casino and other public areas to bring them up to standards. The deep cleaning process also served as training for the transitioned and new employees.

Housekeeping productivity standards were established and training was implemented to ensure productivity and quality standards would be maintained.

Results and Current State of Partnership

Guest service scores improved immediately and at the end of Q1 2011 Room Clean at Check-In and Overall Casino Cleanliness scores increased by 9.48% and 7.4% respectively QOQ. At the end of 2011 the property ranked in the top 10 of all of its parent corporation’s properties for Casino and Guest Room Cleanliness.

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Today, we continue to manage all three departments with a total employee base of 175. Guest Service scores and company ranking remain in the top tier of all of the parent corporation’s properties, while saving over $1 million annually through improved productivity and lower overall benefit costs driven by our team.

For more information about the stewarding services and the other managed services we can offer to your casino hotel, visit https://www.theservicecompanies.com/services/managed/.

What to Look for in a Staffing Agency for Corporate Cafés

One of the best ways to get qualified staff members for your corporate cafeteria or corporate café is to turn to a hospitality staffing agency. Staffing agencies do not necessarily offer the same services or benefits to their clients, and it can be difficult to distinguish the good companies from the bad. Consider the impact a poor organizer or a sub-par chef could have on your company’s reputation. Hiring top talent is imperative and we have put together some things to consider when selecting a hospitality staffing agency for your business:

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  1.  Experience working with your type of business– Every kitchen and front-of-the-house is unique (that’s the best part of the industry!), and not all staffing agencies are familiar with the needs of every setup. For example, a company that routinely places candidates in traditional restaurants or hotels may have little experience finding the right person for the job with a university food service contractor. Kitchen environments are diverse; choose a hospitality staffing agency that has experience working with your type of corporate cafeteria operation.
  1.  Broad pool of candidate backgrounds and skill sets– This should seem obvious, but it’s something that cannot be emphasized enough. Just because a company claims to find candidates for hospitality jobs does not mean it has a large pool of them available. Many generic staffing agencies will bill themselves as offering corporate cafeteria staff members, but that does not mean they’ve courted many people with the right experience. There are many diverse skill sets needed to run or work in a hospitality setting. Focus on industry-specific agencies that have a diverse array of hospitality candidates with the exact backgrounds you need.
  1.  Assistance with screening and interviewing– The best hospitality staffing agencies not only connect you with candidates, but can pre-screen them using your criteria and even conduct a first round of interviews for you. This saves you time and money on your search.
  1.  Timely & Accurate Invoicing– Different staffing agencies use many varying fee structures but, in general, we believe you should only pay for results. You’ll want to know that your staffing agency is working for you and that they are incentivized to provide only the best candidates possible, all of whom meet and exceed your standards. Always be sure that payroll, taxes, workman’s compensation and fully-bonded insurance are included with your all-inclusive fee. This helps you keep peace of mind and ensures a healthy bottom line.

As the leading National Hospitality Staffing Firm, we look forward to providing your corporate cafeteria or café the top talent you need to be successful. For more information about our front and back-of-house and recruiting solutions, contact us at www.acrobatoutsourcing.com/contact-us/.

Common Issues We See In Casinos

With over 1.1 million sq. ft. of gaming area under contract and over 15 years of experience providing services to the industry, we understand the unique challenges that commercial and Native American casinos and casino hotels face in their day to day operations:

  • The struggle to find legal labor due to low unemployment rates, rising wages, and the ongoing “War on Talent”
  • High workers’ compensation and general liability rates/expenditures/exposure
  • Valuable resources are spent managing relationships in union environments
  • Inefficiencies and lack of productivity in non-core departments
  • Maintaining a consistently high quality of service 24 hours a day, 7 days a week
  • High energy usage

These challenges create a large cost burden for casinos, and one option to alleviate these issues is to partner with a well-capitalized service provider (see our previous article on what to take into consideration when selecting a vendor). Our team of seasoned industry experts established a diverse list of services that cater to the common needs of every casino resort.

The Service Companies is the premier provider to the casino industry. We offer managed services, staffing services, specialty services, and engineering services to casino properties across the nation. Backed by a large investment fund, we have the capital to support a casino’s stringent requirements and massive needs and have the years of experience driving productivity and providing solutions that reduce costs and energy.

As part of our commitment to service, our team takes full accountability of recruiting needs, compliance checks, and training to ensure success. To learn more, click on the links to our services above, or contact one of our industry experts at https://www.theservicecompanies.com/contact/.

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Cleaning The World One Community At A Time: The Service Companies Teams Up With Caesars Entertainment and Clean The World On A Service Trip To Zambia

As the service and hospitality industry experts, we know that effective hygiene is one of the most important elements to ensure the health and safety of our customers, their guests and our associates. It is important to us, though, to do this beyond our own departments and properties. That is why our housekeeping teams partner with Caesars Entertainment and Clean The World throughout the year to collect partially used soaps for hygiene kits that are distributed in underserved communities.

For the sixth consecutive year, we were able to send another team member on a trip of a lifetime to assist in the distribution of recycled soap and hygiene kits. Catherine Francois, a housekeeping team member from one of our casino hotel properties in Laughlin, Nevada, was selected to represent our company on a service trip to Zambia, Africa, along with members of Clean The World and Caesars Entertainment.

Catherine Francois

When Catherine arrived in Zambia, she was able to visit three underserved communities and, with the other Clean The World and Caesars Entertainment participants, distributed soaps and hygiene kits, taught families how to properly wash their hands, and participated in skits to enforce good sanitation practices.

After returning from her trip, we were able to catch up with Catherine to hear more about her experience and how the service trip made an impact on her life. Check out the interview below to view photos and learn more about Catherine’s time in Zambia.

What was your reaction to hearing you were selected to go on the soap distribution trip to Zambia?

When I heard that I was selected to go to Zambia with Clean The World I couldn’t contain my excitement. I jumped and shouted with joy. I couldn’t stop talking about it.

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What were your expectations of the trip when you were selected? How were they the same or different than what you experienced?

Before going on this trip, I tried not to have any expectations. I was looking forward to the experience and hoped that I would not be disappointed. However, this trip surpassed all that I had imagined.

What Clean The World initiatives did you participate in during your time in Zambia?

In Zambia, I participated in each Clean The World activity. During our first performance, I played the role of “Super Soap”. In the second and third performance, I played a germ. I also demonstrated good hand washing techniques to the audience during our second site visit. I sang and distributed soaps during all three site visits.

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 Besides soap distribution and sanitation education, what else were you able to experience while in Zambia?

I was able to experience a few things in Zambia. In Lusaka, I experienced several different restaurants. I also visited the local markets to look around, shop for souvenirs, and interact with locals in the area. In Livingston, I was able have a fascinating experience when I saw Mosi-oa-Tunya National Park and Great Victoria Falls. Last but not least, I experienced a safari ride where I was able to see many animals in their natural habitats.

What was the most memorable part of your trip?

The most memorable part of my trip was all the different ways the people welcomed us. I will always remember the faces of children patiently waiting for hours to receive their soaps, as well as their excitement once they saw us arriving on site.
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What did you learn from your trip to Zambia?

I learned that Clean The World does not just give hygiene products to these families. They keep track of their progress throughout the year. They make sure that these communities are using what they learned to stay healthy and   check in to make sure kids are not missing school due to hygiene related illnesses.

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How has this trip impacted you?

This trip has impacted my view on life. It has forced me to look at things differently. It also made me think of what I can do to help others who are less fortunate.

Would you recommend others take a trip with Clean The World? Why or why not?

I would recommend that everyone take a trip with Clean The World to see how even the smallest efforts have the ability to make big impact on the lives of others.

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Work Relationships To Be Thankful For

As you look back on some of the most memorable moments you have experienced while working in the hospitality industry, many different events may come to mind. Most of your memorable moments may have taken place at your property, but mine took place in a more unconventional location- in a hospital’s delivery room with a housekeeper named Marie.

While working as a Manager at a resort in Orlando, the morning started the same as it normally would. I drank my morning cup of coffee and prepared my assignments for the staff. When Marie walked in, I could tell she didn’t seem herself. By this point, Marie was well into her pregnancy and her husband was working out of town. I decided to personally escort her to see a doctor.

Upon arrival, the hospital staff thought I was Marie’s Creole translator. They began asking questions as I helped Marie fill out necessary paperwork. Once the hospital staff understood we worked together, they asked me to find a seat in the family waiting area. Shortly after Marie made her way to the delivery room, a nurse handed me a gown and booties and I was escorted to a seat next to Marie. At first, I was surprised I ended up in the delivery room, but I quickly reached out to hold her hand and supported her along the way. Marie then welcomed her baby girl into the world.

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I have always believed that bonds between associates extend far beyond the walls of a property. In our industry, many associates like myself have lived and worked a distance from friends and family. Having the support and sense of extended family at work was very important to me. Employee challenges became my challenges and their accomplishments were our accomplishments; we kept our eye on goals together.

I always kept an open door and scheduled one-on-one time with the associates. Although our meetings always started with a bit about work, we were excited to later catch up on family and discuss our personal lives. I was grateful to be a go-to for employees needing advice about outside challenges. Although not knowledgeable in every area, I tried my best to listen and share advice.

Through close engagement with my team, many began to look forward to swapping new recipes at our covered dish events throughout the year. I couldn’t walk in the door without bringing a double batch of corn casserole. I could still taste Van Kim’s sticky rice and Melanie’s Lumpia. Terry always sent me home with an extra plate of her amazing peanut butter cookies.

Written holiday cards always started early to get them all in with a personalized note. I still look forward to receiving cards today from former coworkers. That valuable time spent at work was as much mine, as theirs.

As we approach the Thanksgiving season, I recognize how grateful I am for many unforgettable moments and traditions and look forward to creating future memories with my teams. Now that I have shared my story, The Service Companies would love to hear yours. What memory from the hospitality industry are you most thankful for? Let us know in the comments section!

Laurie Katinos is one of the leading hospitality operations directors. Her expertise in housekeeping operations spans over 20 years, with the majority of her time spent with Hyatt Hotels Corporation and The Service Companies. Her knowledge and operations savvy has contributed to The Service Companies becoming the unrivaled provider of cleaning, staffing and managed services in the hospitality industry.

Why Should You Join The Service Companies?

When choosing a career path, which of the following qualities are the most important to you?

  • Receiving hands-on training to prepare you for your new role
  • Competitive pay and benefits
  • A culture built on continuous training, employee recognition, mutual respect and strong work ethic
  • Opportunities for growth and advancement

Although each person ranks the above qualities differently, all four are key in achieving a happy and sustainable career. At The Service Companies, we not only invest in personal growth and training, but also the future of our associates. Here are just a few reasons why a career with The Service Companies may be right for you!

Training

Starting a new career can be intimidating. That is why we created a training and orientation program for the success of our new associates. Along with hands-on learning, each new team member is given access to our employee portal full of training guides and position checklists to ensure long-term success. Our new hires are also paired with a mentor during their 10-day training period to ensure effective learning on property.

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Benefits

Our associates work hard to make sure our clients and their guests receive the best possible service. To thank them for their hard work, we provide a complete employee benefits package that includes everything from medical insurance to short and long term disability and a 401k matching program. We also give associates enrolled at a college or university an opportunity to receive a yearly scholarship award and tuition reimbursement.

Culture and Associate Satisfaction

The Service Companies is the employer of choice for hourly associates. Our culture is based on recognition, respect and continuous learning. While we work hard, we also have fun. Our associates enjoy celebrations, weeklong events, contests, and friendly competitions year round. We also offer competitive wages and a safe and harmonious work environment.

 

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Growth and Advancement

As one of the fastest growing companies in the managed service industry, and the largest in the hospitality segment, there is a location and position that fits you! With customer locations spread across over 27 states and the Bahamas, and over 50% of our management positions being filled internally, now is the perfect time to join us and grow your career. To learn more about growth and advancement opportunities with The Service Companies, click here!

Whether you are a student, a recent graduate, U.S. Military Veteran, or just looking to launch your career, a job with The Service Companies is a great way for you to start making your impact on the hospitality industry!

Are you ready to join The Service Companies? Visit https://www.theservicecompanies.com/careers/ to apply now!

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International Housekeeping Week 2018

Every year, a week is set aside to honor our hardworking Housekeeping associates. This year, International Housekeeping Week is September 9-15. Housekeeping, often referred to as heart of house services, is one of the toughest and most important jobs for every property to ensure guest satisfaction and prevent illnesses. At The Service Companies, International Housekeeping Week is a big week-long event. Each housekeeping department leader holds events and arranges games, gifts, and a few surprises for their team members to ensure they know how important they are.BP3

International Housekeeping Week started back in the early 80’s as a directive from the Uniting Facility Managers Worldwide President. The week was used to recognize the “doers” in the housekeeping profession. The first official theme was “Our Profession Is Clean.” Since then, different themes and slogans have been featured each year. Today, themes are not used as much as they once were, but the week is still a special opportunity to acknowledge the outstanding efforts of every member in your housekeeping team. Thank your housekeepers for a job well done, reward their dedication, inspire their continued efforts, and boost their morale through meaningful gestures and thoughtfully planned activities.

During this year’s Housekeeping Week, make sure to give an extra special “Thank You” to all of your housekeeping team members. Perhaps jump in and help out by cleaning a room, making a bed or scrubbing a toilet – you never know what you might learn!

Here are some ways to make International Housekeeping Week special for your team!

 

Play Games

Who doesn’t love a little competition? Surprise your housekeepers with fun games and activities that will give them a positive start to the day.

Bed-Making Contest

Put your team’s skills to good use as they compete in a bed-making contest! Choose the winner based on the fastest time and the bed that looks the neatest.

Bingo

Put a twist on a classic game! Hand out custom-made cards and swap out numbers with terms that relate to your property.

Toilet Paper Bozo Buckets

Grab a bucket and a roll of toilet paper and see who has the best three-point-shot on property. Extra points for trick shots!

Musical Chairs

A classic game that is simple and always enjoyable. Play the game to your housekeepers’ favorite songs.

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Give Prizes 

What is better than surprising your team with fun games? Awarding your winning team member with a prize! Here are some prize options won’t break the bank.

Gift Cards

Spoil your housekeeping associate with a $25 gift card of their choosing!

Offer to Pay a Bill

Say thank you to your winning housekeepers by paying one of their personal bills for the month! Whether it’s for their cell phone, water, or cable, feel free to cap it off around $50.

Giveaways

Draw a name out of a hat with a gift of your choosing. This easy, yet special, surprise will make one of your team members’ day.

Movie Tickets

Movie tickets are a great way to give your winning team member a relaxing night out!

Raffle Tickets

Pick a few different prizes and display them in your property office; make sure each prize has a corresponding bucket. Each day, give a raffle ticket to the employees who show up to work on time and volunteer to play the games. Have them drop their raffle ticket into one of the buckets of their choosing after each shift. At the end of the week, randomly draw a raffle ticket from each bucket!

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Remember the Managers

Your managers work hard to keep your property running smoothly. Make sure to extend a special “thank you” for all that they do! Have a personal card written for your day-to-day managers. Include a kind note or some photos. If you are feeling extra generous, feel free to include a monetary gift.

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