Tag: Hotel housekeeping services

Preparing for Hurricane Season

With a large number of our properties in the southeast regions of the United States, preparing for hurricane season is something we take very seriously at The Service Companies. As a business partner to resorts, casinos, hotels and various other facilities at risk of hurricanes and tropical storms, we train and make our associates aware of each property’s emergency plan right from the start.

Storms in these regions are inevitable this time of year, but it is hard to be sure when, and where, a hurricane is going to hit. After experiencing some of the most severe tropical storms and hurricanes, our team knows that the key to ensuring safety on property is to be prepared, and with hurricane warnings coming days in advance, there is some time to prepare your building and guests for the storm ahead.

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Here are some important tips to remember when preparing for a hurricane:

Hurricane season calls for extra support, but staffing may be limited due to road conditions and the need for associates to be with their families. To work around this issue, it helps to have a “Storm Team” in place. This team, comprised of associates from different departments, is given living accommodations on property for the duration of the storm to support efforts.

While you have more manpower several days out, get exterior preparations done early. Anything that is not securely mounted must go indoors. Items such as waste receptacles and exterior furniture need to be moved to a safe location within the garage, storage area or lower level of the building. Balcony tower furniture can be stacked inside of the guest rooms. This also comes in handy for people to rest and ride the storm in the lower level of your property.

Many times, your hotel guests are unable to travel during the storm and must stay on property. If this becomes the case, remember to do the following:

  • Keep guests informed through regular communications. This includes items such as storm updates, evacuation plans and stairwell locations, safe areas to be within the building (i.e. away from windows), available food options and services during this period.
  • If your property rooms have outdoor space, be sure guests know to bring any personal items inside. Before heavier winds approach, take walks around the building to verify all is clear.
  • If you have guests in need of extra care or that use assisted equipment, make sure to make this information known to your team in the case that they need immediate assistance during the storm.
  • Pre-pack emergency kits so they can be delivered and/or available to each guest. Kits should include: bottled water, flashlights, extra linens, paper products, amenities, trash bags, and dry snacks.
  • Have battery sources available to charge devices, as this is a common request when electricity goes out.
  • Organize indoor activities and keep an inventory of games, especially for families with children.

Leaders in Service – Alan Ching

At The Service Companies, we understand that our associates are the key to providing Service. Above All. No matter the level, department or service segment, our dedicated associates allow us to perform at the highest level and cultivate a strong corporate culture. This is why we developed Leaders in Service, a series of interviews recognizing the high-performing associates across our coAlan Ching 2mpany.

We welcome Alan Ching, Director of Operations at a casino hotel in Laughlin, Nevada, as our newest addition to our Leaders in Service series. A member of our Managed Services division, Alan has been integral to the segment’s success over the past four years. His passion for the job, dedication to service and his associates, along with his knowledge and expertise in the field, makes him a respected leader within our organization. Learn more about Alan as he reflects on what it’s like to work at The Service Companies!

What roles have you held at The Service Companies? How long have you been with us? 

I have been with The Service Companies since January 2015. I started as a Housekeeping Supervisor and have held multiple positions within the company including Housekeeping Operations Manager, Housekeeping Executive, and Assistant Director of Housekeeping and EVS. I have been working as the Director of Housekeeping and EVS Operations at one of our properties in Laughlin, Nevada since June 2017.

What does your job entail?

I am responsible for the overall management of our housekeeping and EVS departments on property. That includes handling finances, scheduling, training and coaching, and making sure our guests have a positive and memorable stay.

What do you love most about your position? 

I love working with associates and guests of different cultures and backgrounds. I also love that everyday is different from the day before. Even when the same associate is performing similar duties as the day prior, the day always brings something new.

How do you stay motivated? 

Providing for my son keeps me motivated each day. I also enjoy watching how hard my bosses work; it drives me to do the same. View More: http://imagodei127photography.pass.us/likeness

Outside of work, how do you spend your time? What are you passionate about and what do you enjoy doing? 

On my days off, I love spending time with my son. Some of our favorite activities include going to the movies, bowling, and hiking; we do these multiple times each month. I also run a football organization on the weekends where I am the head coach for two youth teams.

What has been your biggest accomplishment while working at The Service Companies? 

My biggest accomplishment while working at The Service Companies has been getting nominated for both Manager of the Year within the organization, as well as Emerging Leader of the Year for Nevada Hotel and Lodging Association.

What has been the most rewarding part of your career with The Service Companies? 

Two months after I stepped into my current role as Director of Operations, I went back to my previous location to speak with the employees. Without my knowledge, the entire team gathered in the basement and I walked down to a crowd of employees chanting and screaming my name with excitement. It was in that moment that I realized why I love being in this industry: to make an impact on my employees’ lives.

What do you look for in a potential team member? How can they set themselves apart to start their hospitality careers? 

When it comes to line level employees, I look for a positive attitude. You can teach employees every type of skill, but one thing you cannot teach is positivity. As far as management goes, I love helping my associates grow through the company. I want their dedication and work ethic to prove that they have the ability to take on a management role.

Our associates are launching their hospitality careers each and every day. To do the same, apply today!

Case Study: Luxury Hotel Casino in Shreveport, LA

With price, guest reviews and star ratings having more influence in the consumer’s decision making process than brand attributes (according to PwC’s 22nd Annual Global CEO Survey), guest service scores are more important than ever. They can make the difference between a sold out hotel, casino or resort, and one struggling to sell rooms. Read below how The Service Companies utilized its turn-key housekeeping services to shift guest service scores and improve the productivity of the housekeeping team at a luxury casino hotel in Shreveport, Louisiana.

 

Situation Overview

The Property is a hotel casino with over 600 guest rooms and suites located in Shreveport, Louisiana. The Property has an average room size of 413 square feet per room and is managed by a large American gaming corporation. With low guest satisfaction scores in the housekeeping category, the Property reached out to our team, which was successfully operating the environmental service departments of the public areas and casino, to take on and fully manage the housekeeping department.

 

Challenges

With a limited pool of hospitality professionals in Shreveport, the Property struggled to find quality labor to fill its housekeeping team. As a result, the Property was ranked last in housekeeping of the 40 properties in the parent corporation’s ranking scores.

The average time to clean each guest room was 35.6 minutes and the Property’s customer ranking score for housekeeping room cleanliness was 64.3% ‘A’. Due to the high levels of housekeeping complaints, guests chose to patronize other casinos, resulting in a loss of gaming revenue and an unsupportable situation.

 

Opening Process

Through the Property’s onsite management team, our leadership team worked with the Property’s General Manager to transition the in-house housekeeping department into a department fully managed by The Service Companies. We brought in a corporate lead to oversee the department transition and hired four housekeeping trainers, each handling a different aspect of the department. 59 Property employees transitioned to our team, leaving 28 open positions to fill within a 30-day period.

We inventoried and assumed equipment and uniforms. Standards and processes for the department were established and productivity was aligned with industry standards. Training was implemented to ensure productivity and quality standards would be maintained.

 

Results and Current State

Within one quarter of the transition, the leadership and staffing stabilized and the Property’s Room Cleanliness scores increased to 67.8% from 64.3%.

At the close of the 1st Quarter of 2019, the Property received a Room Cleanliness score of 77.2% “A”, which is 12.9 higher than the score prior to transition and 7.2 points higher than the brand benchmark. The current productivity average for a guest room attendant to turn a room is 25.2 minutes (a 29.2% reduction in cleaning time).

 

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