Tag: service (Page 1 of 2)

Our Dedication to Service Through The Service Code

As the nation’s one-stop-shop for services to the gaming, hospitality, commercial, education and entertainment 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. By working with property leadership on processes, procedures, and standards, we 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!

2018 President’s Awards & Distinguished Service Award Winners

The President’s Awards and Distinguished Service 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 of these employee awards 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

Robin

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

The Meaning of Leadership

Screen Shot 2018-06-21 at 12.03.29 PM 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.

What are the qualities we seek in a leader? There is no specific formula, no specific answer to this question. Of course, we see a leader as someone who reaches for their goals and is victorious.

Some believe that leaders are born and not made, a matter of nature versus nurture. I believe that leaders need to possess a quality of charisma – specifically the ability to influence others positively – which I think you can either be born with or hone as a skill through your experiences. It is accomplished through leading by example, showing associates that even though it may not be easy, doing the right thing will always lead you to success. It will teach them how to handle new situations in the future.

Effective decision-making is another important quality in a leader. If you make decisions thoughtfully but efficiently, and stick with your decision no matter the outcome, your team will be able to understand how each decision has a consequence, good or bad. The important thing is that you all stick together and trust and rely on each other, your teammates. If a coach decides on a certain play during a game, the team needs to trust each other in order to successfully run the play. If unforeseen challenges pop up, the decision might need to change on a dime, and the team as a whole needs to embrace that.

At The Service Companies, we are surrounded by leaders, in all departments and at every level. Our leaders use numerous tactics to ensure our associates continue to grow, learn and become better every day, so that they can one day step into their own leadership role.

Our management teams across the country share mandated service and safety topics daily. They listen to and act upon feedback from both our associates and clients, which is then shared to ensure everyone is on the same page, on both a property and company level. We promScreen Shot 2018-06-21 at 12.04.43 PMote 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.

It is vital that our teams across the country work together with each other and their leaders, whether they be managers or fellow associates. It’s the hard work and dedication of all of them who make it possible for us to deliver on our promise to our clients of Service. Above all.

Stepping into the Shoes of a Guest Room Attendant

IMG_3601 2At 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.

Which property did you visit?

I visited one of our luxury casino hotel properties in Laughlin, Nevada.

What position did you fill in on?

I was a Guest Room Attendant in the Housekeeping Department for the day – I worked with another GRA, Latosha Jackson.

What was your schedule like for the day?

The schedule was intense. We were expecting a very busy day with many early arrivals. The house had to be turned by 4pm to accommodate the influx of new guests. On top of that, there were a large number of VIP guests flying in for a concert at the property that night.

Did you receive training?

I did receive training, but for me it was strictly on the job, bootstrap style. We had a mission to get the house turned. I stripped the rooms and made the beds. Latosha took care of the bathroom and vacuumed.

What were your observations about the culture of the department/property?

I was concerned as I drove down to Laughlin from Las Vegas that the day was going to be intense with the momentous task that had to be completed. However, upon arrival, I was delighted to find that the staff was upbeat and positive about the challenge they had ahead of them. The culture is one of respect for co-workers and leaders. Latosha, the GRA I was working with for the day, loves her job (and does it well). Everyone embraces Project Director Alan Ching, who has done a fantastic job of shifting the work environment at the property.   

I took this opportunity to learn what motivated the employees to come to work each day.  I found that it’s the culture, the way they are treated, and the camaraderie that is shared throughout the team. They appreciate working in an environment where they are respected by their peers and managers, and feeling like they’re a part of something bigger. The associates are truly hospitality people and love giving service to our guests.  

What did you learn or take away from this experience?

The job of a Guest Room Attendant is very difficult.  It’s hard to imagine what cleaning eighteen rooms looks and feels like until you do it. The physical component is demanding. Mattresses are heavy. Linen is sometimes turned inside out. You question why a bed needs four pillows. Why do they need so many sheets? I attempted to leave each room in the condition that I would expect if I were a guest at the property.  

The experience was impactful and humbling because it gave me the opportunity to experience what all those terms I typically hear on conference calls mean. Turning the house means you are not leaving until all rooms are cleaned. A board is your roadmap through the day for your housekeeping experience. A Do Not Disturb sign is a happy sight when you’re close to the finish line. Make friends with a Houseperson, they can be life savers.

I have a ton of respect for our Housekeepers throughout the country. It’s definitely one of the hardest jobs out there!

Emerging Leaders: Shelly Sauseda

Our Emerging Leaders Program was developed to give individuals within our team the opportunity for growth by providing comprehensive management and leadership training. The Service Companies is dedicated to fostering and investing in our associates’ careers, and as a result, we have a number of tenured associates who have risen through the ranks from Kitchen Cleaners or EVS Attendants to Vice Presidents. Today, we highlight Shelly Sauseda, who recently reached her one year anniversary with us as an EVS Attendant at a casino in Bossier City. During Shelly’s first year, her manager noticed great potential and an eagerness to learn more, and urged Shelly to apply to our Emerging Leaders Program. Currently two months into the six month management training program, which includes learning about the housekeeping and stewarding functions and departments, , including rooms cleaning, office dispatch, room inspections, floor care, kitchens, human resources and project management. We interviewed Shelly about her experience so far.

Shelly Rooms TrainingWhen did you join The Service Companies?

I started at The Service Companies in March 2017 as a Restroom Attendant at a casino property in Bossier City, Louisiana.

How did you learn about our Emerging Leaders Program and what do you hope to take away from it?

I found out about the Program from Dekindra Thomas, the Project Manager at the property where I first started. I want to develop better leadership skills and to be an example so other employees can follow in my steps.

The Emerging Leaders Program involves six months of training. How is your training schedule broken down and where are you currently in your training?

I spend time at different properties learning the ins and outs of each department. I completed my final week  at a casino property in Bossier City, where I learned how to run an efficient and successful housekeeping department. Next I’ll move on to learn about floor care and kitchen cleaning at another casino in the area.

Shelly Dispatch

Can you describe what your typical day-to-day looked like during the housekeeping training portion of the program?

At first, I was cleaning rooms while learning room procedures and how to make beds. After I mastered those tasks, I was placed on dispatch for two weeks to learn about that housekeeping function. Next, I spent one to two weeks learning how to inspect rooms. I was also trained on the responsibilities of a house attendant.

What has been the biggest lesson or thing you’ve learned through the Program?

How to run dispatch was the biggest task I mastered. It requires strong multitasking skills. A Dispatcher has to take phone calls and radio messages while simultaneously managing the computer.  

What has been the most rewarding accomplishment for you since you started the Program?

Being given the opportunity to move forward in my career already feels like an accomplishment. I also feel like I’ve learned a lot about each department’s job functions, including how to be a Dispatcher and the room cleaning inspection process. 

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As you transition to the next stage of your training, what are you looking forward to learning or doing?

I’m really excited to learn how to detail kitchens and polish and wax the floors. My training at the next property will include kitchen deep cleaning, floor care, marble care and stewarding.

What advice would you give to someone who is interested in the Emerging Leaders Program?

Be strong. Never give up. Push yourself to accomplish the new tasks that come with your position. It’s not always easy, but the outcome will be worth it.

To learn more about our associate programs and career opportunities, visit http://www.theservicecompanies.com/careers/why/.

How We Prepare for Spring and Summer Travel

Although Mother Nature seems to be confused this year regarding which season it is, summer is finally on its way. With schools beginning to let out for summer break, our luxury hotel properties across the country are increasing in occupancy, specifically with family travelers, meaning a busy summer travel season.

hotel housekeeping team key westLast 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.

hallway after floor care and restoration servicesAs 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.

cleaning chemicals and disinfectants ready for summer travel

While we are spending time preparing for the upcoming summer months, we can’t look too far forward. In May, not only are we stocking up for a busy season, we are celebrating Mother’s Day. We may not be able to give every associate who is a mother the day off, but we can ensure all team members can leave on time or early by making small adjustments to our schedule. Managers also celebrate with pre-shift activities to let everyone know they are appreciated, and to thank them for spending their special day working hard to service our guests.

Leaders in Service: Barbara Johnson

Our next feature of the Leaders in Service series is Barbara Johnson, Stewarding Supervisor at one of our casino properties in Shreveport, Louisiana. Barbara has been with the Service Companies for over 10 years, and has shown endless dedication and remarkable leadership.

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How long have you been with The Service Companies?

I’ve been with the company for 11 years, working at two properties in the Shreveport area since I was first hired.

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

I started as an EVS Attendant and was promoted to Supervisor. My background includes working on EVS and Stewarding teams and I work closely with The Service Companies’ customer’s Food & Beverage team here in Shreveport.  

What does your job entail?

My job entails making sure my team is able to do their job, from roll call and pre-shift meetings at the beginning of the shift to making sure my team members are where they need to be and has what they need. I provide my team with everything they need to succeed each day.

How do you stay motivated or how do you motivate your team members/coworkers?

I make sure my team knows that the most important part of their job is about respect for themselves, their team and their guests, and I respect them. I motivate them by making sure they have what they need to do well, and also recognize associates with giveaways and announcements to let them know they are appreciated. This past holiday season, we all pitched in for a Christmas celebration, and I made sure everyone felt included and ate well.

What do you like most about your current role?

I love my team and being around people. I enjoy communicating with them about their jobs and training, making sure they have everything they need to succeed.

You have been with The Service Companies for over 10 years. What has kept you on our team and what do you like most about the company?

I love doing my job and I like my bosses. I enjoy the environment of The Service Companies and being a part of the stewarding team.

We are thrilled to have such a tenured member on our team. Through the years, we imagine you have experienced and learned a great deal. Is there any advice you’d give to a team member who has joined The Service Companies?

I would tell them to have a positive attitude, by happy and cheerful, and get comfortable with their job.

Outside of work, what are you passionate about? What do you do when you are not working?

I like spending time with my friends and family, and being there for them when I’m needed.

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 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 feature and interview our outstanding associates in our series, Leaders in Service.

Leaders in Service: Jurond Brazile

male hotel houseman, housekeeper, cleaner, public area attendantAt 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 at a hotel 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 Hotel Houseman, Laundry and Public Area duties, I help out wherever I am needed within the hotel housekeeping department. 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.

Read Other Blog Posts From Our Leaders in Service Series:

Leaders in Service: Griffin Long

Griffin Long, Manager, food and beverage services and staffingAt 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 and Beverage and Hospitality Staffing division, Acrobat Outsourcing. We’ve asked him to answer some questions about working for The Service Companies and the food and beverage services / staffing industry:

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

I have worked with Acrobat Outsourcing, which provides food and beverage services and hospitality staff, 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.

Leaders in Service: Ana Rodriguez

At The Service Companies, we understand that our people is Ana Rodriguez, Director EVS Cleaning and Housekeeping Operationswhat 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 Cleaning 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 Cleaning 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 Cleaning & 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.

Read Other Blog Posts in Our Leaders in Service Series

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