Tag: staffing

Road Warriors Tackle Recruiting During Pandemic

We’d like to thank our “Road Warriors”, Gustavo Orozco and Kelsey Jeffords, for the tireless commitment to their jobs and overall team success during the midst of a global pandemic. When our clients began to reopen their doors, Gustavo and Kelsey stepped up to support our Talent Acquisition group, putting their personal lives on hold to travel to multiple clients nationwide and deliver critical recruiting support at a pivotal time for TSC. With their assistance, we’ve been able to rehire nearly 2,000 associates. We recently caught up with our two “Road Warriors” on their journey providing assistance for the Talent Acquisition team throughout the country.

Female recruiter, Kelsey Jeffords and male recruiter, Gustavo Orozco.

How long have you been with The Service Companies?

Kelsey: I’ve been with the company in a staffing operations role since January 2014.

Gustavo: I’ve been with TSC since March 2018 and have always been involved in the company’s staffing operations.

What is your current role or what is the focus of your role?

Kelsey: Talent Acquisition. I recruit a variety of positions for our casino hotel clients in Lake Charles, Louisiana.

Gustavo: Right before the pandemic I was a Strategic Operations Manager. In June I became a member of the Talent Acquisition team, traveling to and recruiting hospitality staff in Connecticut, Dallas, Houston, Atlanta, Seattle, San Francisco, South Lake Tahoe, and Reno.

What traits does a Road Warrior need to have? 

Kelsey: A Road Warrior should be willing to live life on the road, have strong work ethic, dedication, and lots of energy!

Gustavo: A willingness to travel frequently and the ability to efficiently perform your role from any location (airport, coffee shop, hotel lobby, car, etc…)

What’s been your biggest accomplishment or the most rewarding aspect of your new role?

Kelsey: The most rewarding part of this job is to be able to give others an opportunity to work. It’s always an accomplishment when the applicants that are hired are happy and able to provide for themselves and their families.

Gustavo: My biggest accomplishments have been seeing how my work impacts different parts of the nation. Establishing a better relationship in person with coworkers who I had only met through video before has been very rewarding. 

Any tips for traveling during COVID/a pandemic? 

Kelsey: Make sure to always wear your mask, especially when dealing with different people on a day-to-day basis. 

Gustavo: Enjoy the outdoors. If you’re traveling to a new place, keep your distance and stay safe. Being outdoors is a convenient way to do so.  I normally like to jog/hike outdoors when I visit a new city. 

Gustavo and Kelsey played critical roles in managing our talent pipeline with their recruiting efforts during one of TSC’s, and the nation’s, most unprecedented times. The dedication and teamwork that these two team members have displayed over the last 6 months is nothing short of outstanding.

Interested in joining our team? You can learn more about the various positions available at The Service Companies, including recruiting, operations, and business development positions, here.

Tips For Giving Thanks to Your Associates

We would not be able to provide quality service without the help of our dedicated associates. That is why we have created a work culture that is built on the foundation of associate recognition, celebrations, and engagement. This Thanksgiving, we are sharing some expert tips on how you can give thanks to the associates who work hard to make your business thrive. Want to know the best part about the following tips? They can be used each day throughout the year to recognize a job well done!

  1. A day does not go by without employees giving their all. It is all about leaders giving back and recognizing that hard work as often as possible.
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  1. When guests share positive feedback, or a great service rating, spend time researching who made that possible.
  1. Always post and share customer compliments with your team. Take it a step further by including the associates’ photo and highlight details about the recognition.
  1. Write a personalized note of appreciation.  A simple “thank you” is great, though, be specific in how they made a positive impact.  We expect employees to be detailed with their work, so we should be detailed with their feedback.
  1. We all love a surprise treat now and then. Keep some goodie bags handy for that perfect moment to make someone’s day. You can always drop in your personalized note to make it extra special.  Screen Shot 2018-09-17 at 9.32.26 AM (1)
  1. Some accomplishments happen without a manager noticing.  Encourage associates to share and acknowledge other team members whenever possible by creating a post-it board for their notes.
  1. Recognize their special dates outside of work such as work anniversaries or birthdays. More importantly, if they’re working that day, go out of your way to make the day extra special.
  1. Utilize every outlet to share recognition and congratulate team members. At The Service Companies, our leaders have several opportunities to share successes and engage in employee recognition by participating in the following:
  • Mandatory pre-shift meetings each day
  • Weekly recognition in SHINE on You through our company wide SHINE on Shift email
  • #TeamMemberTuesday across our Social Media platforms
  • Monthly recognition of our Top Performers through inspection and incentive programs
  • Quarterly In-brief newsletter
  • Annually through our company wide President’s Awards
  1. With all recognition, be consistent!  Morale can easily decline the moment you forget someone’s special day or don’t recognize a team member’s achievements. Robert Knowles- 70th. Birthday(2) (1)

For more information about how we focus on associate engagement to create a positive work culture at each property, visit https://www.theservicecompanies.com/contact/.

What the recent NLRB ruling reversal means for the hospitality industry

With the recent reversal on its 2015 ruling in the Browning-Ferris Industries case, the National Relations Board has given welcome news to hotel owners and executive team: companies are no longer responsible for associates they do not have direct control over. While the ruling provides a clearer guide for what hoteliers are liable for, the hotel industry, which is heavily reliant on staffing vendors and subcontractors in many circumstances, is not in the clear from joint-employment liability.

The Political Environment

This reversal has shown how quickly policy can change; and with the ever-changing state of the political environment, it is not out of the question that the Browning-Ferris Industries may be reversed to its 2015 ruling. In fact, Republican Chairman Philip Miscimarra, member of the NLRB, left the board on December 16, and the opening of his seat has the potential to shift the makeup of the board. This potential is slim as the board seat will be confirmed by the Senate, of which the Republican party holds a majority. However, this plus the two additional board seats that will be opening within the next two years should be a cause for concern for the hospitality industry. With such a quickly changing political environment, hoteliers should approach joint employment as if the 2015 ruling of Browning-Ferris Industries was still in place. Not only is it the only way to fully prevent hoteliers and their ownership groups from being held liable for joint employment violations, but creates peace of mind and less work should the NLRB reinstate the Browning-Ferris Industries ruling again.

Vendor Contracts

Bryan Wroten, in his article titled “Joint-employer reversal: What hoteliers should know,” addressed legal concerns following the reversal and the importance that hoteliers review the contracts with their subcontractors or staffing providers. Referencing and quoting Dana Kravetz, managing partner at Michelman & Robinson, Wroten writes “It’s likely many hoteliers didn’t take a strong look at their contracts to make sure they only included components to protect them from joint-employer status, such as checking that the contract only maintains franchise standards rather than exerting control.”

While this reversal benefits hoteliers, it is important to remain vigilant on potential joint employment issues within a property. Continue to ask your vendors these important questions to fully protect yourself, your management company and ownership group, and review your vendor contracts with your legal team. For guaranteed protection, consider The Service Companies, the top hospitality company that protects a property and ownership from any potential joint employment challenges. We provide a full benefits package and training to our associates, document ID and social security numbers and require all associates to have I-9, W-4, criminal background checks, drug screens and E-Verification validations.

What to consider when hiring newly displaced workers from Puerto Rico

As a result of Hurricane Maria, the United States, particularly Florida, has seen a large influx of Puerto Rican refugees looking for work. This could be great news for the hospitality industry which, with the unemployment rate reported at 4.1% in October and November and the difficulty securing workers through the H2B visa program, has struggled to find labor to fill housekeeping, public area cleaning and stewarding positions. What should the executive teams of hotels and casinos with understaffed departments be taking into consideration as they look to hire workers from this group of over 200,000 individuals?

First, hiring from this pool of workers is costly. Hotels and casinos must be aware that they will be incurring costs from the recruitment and onboarding processes as well as ongoing fees associated with insurance. Recruitment costs will include background checks, drug tests and e-verification in addition to travel costs to attend job fairs, and relocation and lodging fees for the new hires.

Once hired, these new associates go through the onboarding and training process. While this varies from property to property, at The Service Companies, each of our associates completes a 30-day training program for any of our fully managed services including housekeeping, EVS and Stewarding. The costs that result from training can be high. In 2016, in conjunction with Navigate Corporation, a premier management consulting firm in Philadelphia, Pennsylvania, The Service Companies took a deep dive to understand the drivers of associate retention and engagement. During this study, we saw that onboarding a new associate could cost thousands of dollars. Depending on how short staffed a hotel or casino is, just the onboarding costs could quickly and easily surpass $10,000 with only a few new hires. On top of this, add the costs for medical and dental benefits, general liability and workers compensation insurance, which will continue throughout the associate’s tenure at the property.

It takes a well-capitalized company or property to be able to successfully hire workers that are newly displaced. Located across the country, The Service Companies, the one-stop-shop for managed, staffing and specialty services to the hospitality and gaming industry, is one of the few with the capital and experience (over 30 years) to take on this responsibility. With our turn-key housekeeping, public area/EVS cleaning and stewarding model, we assume full accountability of a hotel or casino’s most challenging departments, handling recruiting, background, drug and e-verification checks, training and insurance. No other company has the same resources, experience or nationwide presence. To learn more, visit www.theservicecompanies.com.

What hotels, resorts & casinos should ask when selecting a managed services or staffing vendor partner

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With budget season upon us for 2018, you may be accepting proposals from vendors to assume responsibilities of one or more departments at your hotel, casino or resort. To protect yourself, your management company and your ownership group, there are specific questions to ask as you are selecting a vendor and reviewing the proposals. The cheapest option is generally not the best option as there is always an underlying reason why prices are substantially lower.

  • Is the vendor well capitalized and able to meet their payroll needs? A number of service providers are unable to pay their employees on time, which opens their customers (you) up to liability and bad publicity.
  • What does the vendor’s workers compensation program look like? Many lower cost vendors create shell games that could put your property at risk to pay for their employees’ workers compensation claims.
  • Does the vendor follow Department of Labor regulations on overtime payment and payment timeliness?
  • Is there a plan for the management of their employees so joint employment issues are not found and filed?
  • Is there an employee training, retention and satisfaction program? What does the training program, if one exists, look like and are there processes that encourage continuous education (pre-shift meetings, for instance)? At The Service Companies we are constantly educating and training our associates, even if they have been with the team for over 10 years. There are always new techniques and best practices to share and learn.
  • Does the vendor provide benefits, competitive wages and retain their employees? If not, you may be looking at joint employment issues and a workforce that is consistently in flux and not up to speed on your specifications and standards.
  • What is the vendor’s approach to recruiting and staffing? Does the vendor run background and E-verification tests prior to hiring their employees? Unlike The Service Companies, many vendors cannot guarantee that their labor is legal because they do not run these checks, which opens your property up to issues with I.C.E. and the Department of Homeland Security.

These are just a few items that we have learned in our 30 years of experience are necessary for hotels, casinos and resorts to be aware of when selecting a vendor – whether to oversee departments or provide temporary staff. We take pride in becoming a seamless partner for each of our customers, so we put the responsibility of liability exposure, insurance, benefits, recruiting and quality assurance on our shoulders. This also means that we can guarantee our customers’ properties and ownership are fully protected from potential joint employment issues. Not many other companies put the same emphasis on this, and many times, that is directly reflected in price.

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.