TSC In-brief - The Service Companies

TSC In-brief
Managed Services for Hospitality
WINTER 2013/14
A MESSAGE FROM STEVE WILSON, PRESIDENT AND CEO
TSC Team
As another amazing year for our company comes
to a close, I wanted to take the opportunity to
thank all of our TSC family for your dedication and
contributions to our success. We have continued
to grow at an impressive pace while providing the
highest level of cleanliness and service to our valued customers. We are
privileged to serve hundreds of world class Hotels, Casinos and Resorts
coast to coast. This year we welcomed MMI to the TSC portfolio, further
strengthening our position as leading provider of cleaning and staffing
services to the luxury hotel segment. Our turn-key housekeeping and
stewarding departments continue to expand as hotels and casinos realize
the value in partnering with a like-minded company. As our partners, and
TSC, understand the complexities and culture needed to operate these
key heart of the house areas. The vacation ownership properties continue
to do well with our housekeeping service scores increasing and leading
in the brands we serve. Our success delivering quality in housekeeping
has resulted in a substantial increase in recent discussions with several
vacation ownership companies that are seeking a new partner. JRS
continues to provide best in class window and chandelier cleaning in over
300 of the finest hospitality properties in the world, while adding many
TSC 2013 SCHOLARSHIP AWARDS
Congratulations to the two recipients of the
TSC 2013 College Scholarship Awards. Both
recipients received a $2000 cash award to be
used towards their higher education expenses.
Our first recipient is Arminda Lopez,
daughter of Marisela Aguila De Lopez (below).
Marisela is currently a Room Attendant at our
additional services including a patented low pressure exterior building
cleaning service that yields amazing results.
While 2013 has been a great year for our company, I am most
excited about the year ahead. The first quarter is lining up to be very
busy with new openings adding hotel third shift cleaning, large fully
managed housekeeping departments as well as several Casino EVS
properties. We will soon be announcing our staffing company that will
change the hospitality staffing business as we know it today. This staffing
service will lead the industry and provide amazing growth opportunities
for many of you.
2014 will bring a renewed and laser focus on cleaning expertise and
hospitality. Our commitment and understanding of the true meaning of
hospitality is what sets us apart. We will soon be announcing several
fun initiatives that will invigorate our sense of family and our resolve to
make our employees and customers Shine! Keep your eyes and ears open
for Shine Tour 2014!
I wish you all a happy holiday season and look forward to working
together to create opportunity and fulfillment in the year ahead!
See you soon,
Steve
resort & casino property in Las Vegas, Nevada.
Her daughter Arminda will be attending the
University of Nevada in Reno and using the
scholarship funds to pay for books and a new
laptop. Marisela was brought to happy tears
and so grateful for the scholarship and what it
means to her daughter and family.
Cesar Niyigena (right), a Turndown Attendant
at our Phoenix property, is the other recipient.
Cesar is working towards a Bachelor’s Degree
in Electrical Engineering. He plans to attend
Arizona State University next year. Cesar came
to the United States from Rwanda, Africa, and
has been working for TSC for a year and a half.
Cesar attends Phoenix College mornings and
works until late in the evening. Cesar speaks
three languages, enjoys music, and does a
mean karaoke to the Backstreet Boys.
Cesar received the scholarship at a surprise
presentation during the pre-shift meeting in
front of his fellow associates who, along with
Cesar, were very excited to learn he had won
the scholarship. He expressed his appreciation
to TSC for providing the opportunity to apply
and to be honored with the scholarship and
said the money will help cover the costs of
tuition, books, and a badly needed laptop.
We are all extremely proud of Cesar and
Arminda and wish them the best of luck in
pursuing their education and future endeavors.
TSC In-brief
WINTER 2013/14
HOSPITALITY STAR OF THE INDUSTRYTSC’S VERY OWN LEONARD “LENNY” FISHERMAN!
Lenny was hired at our Laughlin property in
2007. He demonstrated a tremendous amount
of dedication and work ethic that soon
earned him a promotion as a supervisor. In
this position, he continues to grow and excel
almost 4 years now.
Please join us in congratulating Leonard
Fisherman from our Laughlin, Nevada
housekeeping team who was honored with the
“Housekeeping Employee of the Year” award.
The event took place at the Red Rock Casino
Resort and Spa in Las Vegas. This is an annual
award hosted by the Nevada Hotel & Lodging
Association in partnership with the Nevada
Governor’s Conference on Tourism. “Stars of the
Industry Awards” honors talent, performance
and excellence in the workplace. Lenny was up
against nominees from Four Seasons, Venetian,
Cosmopolitan, M Resort as well as Harrah’s
Reno, Tahoe and The Quad Resort. This is a great
accomplishment and speaks to the high level of
dedication and performance that Lenny delivers
each and every day.
Before coming to Laughlin, Lenny and
his wife owned their own Auto Repair business
in Northern Minnesota. While on vacation in
Laughlin during Christmas of 2006, he decided
to look for a job for a short period of time
during the winter months. He and his wife
thought they could spend the winter season
in Laughlin, and in April they would be ready
to pack their bags and return to Minnesota.
Things did not occur as planned for Lenny.
He said everyone made him feel welcome, he
loved the property, and he enjoyed both his
work and the weather. Consequently, Lenny
and his wife decided to make Laughlin their
home, and never looked back. We are proud to
have Lenny as part of the TSC team.
CONGRATULATIONS TO LENNY
AND THE OTHER TSC NOMINEES
RECOGNIZED AT THE EVENT
LAUGHLIN - Nominee and winner Leonard
Fisherman joined by Anthony Tran, Executive
Housekeeper
LAKE TAHOE - Nominee Jose Antonio Garcia
Becerra joined by Patty Kezer, Executuve
Housekeeper
RENO - Nominee Martina Perez joined
by Tony Tricase, Vice President of
Customer Relations
LAS VEGAS - Nominee Edna Haskin joined by
Matthew Leatham, Project Director
Nominees Left to Right: Edna Haskin, Martina Perez, Jose Antonio Garcia Becerra
(surrounding the former Mayor of Las Vegas, Oscar Goodman)
TSC In-brief
WINTER 2013/14
RENO TEAM UP FOR THE CHALLENGE
MEET A TSC FUTURE LEADER
Congratulations to Richard Carroll on his recent
promotion to Project Manager at one of our Las
Vegas accounts. Richard joined the TSC family
in July of 2012 as a Shift Supervisor, was
quickly entered into the Future Leader program
and soon promoted to Assistant Project
Manager. As many of you know, the Future
Leader program identifies employees aspiring to
further their career with TSC and develops a
mentoring and training plan working towards
their goals. Richard was determined to learn
everything he could from his area managers,
contributed a great deal of hard work, and
provided the best hospitality and service to our
customers.
We are excited that only after one year,
Richard has the opportunity to manage his own
property. A great example of promoting from
within and the opportunities available to the
TSC employees.
Please join us in congratulating Richard on
his promotion!
Congratulations to the TSC team in Reno who participated in the 7th Annual Housekeeping
Olympics Property Challenge and won three out of four events. There were 7 other local
properties competing.
Thank you to our five “athletes” Yolanda Patino De Gonzalez, Fernando Alcala, Jermaine
Dunn, Edgar Palencia Marroquin, and Jimmy Santillan who took home the trophies for Buffer Pad
Toss, Three Legged Race and Overall Winner!
Also, special thanks to all the other associates cheering them on!
NEW TSC TEAM MEMBERS
Please welcome two new members to the Miami Corporate office. Orlando Torres the
Purchasing Coordinator and Tyeshia Brown the Corporate Associate of Special Projects
and Risk Management. Along with Mark Hanrahan they will be supporting Virginia Varela
our Corporate Manager of Purchasing. Virgina will be keeping everyone informed of
specific areas and properties each will cover.
Orlando Torres
[email protected]
Direct line: 786-237-2203
Tyeshia Brown
[email protected]
Direct line: 305-455-7272
TSC In-brief
5 TIPS FOR HAVING A HAPPY WORKDAY
by Tony Tricase, Vice President
of Customer Relations
Everyone wants to have a great work day.
You want to go to work, get the job done
and head home with a smile on your face.
It’s easy to have a good day at work if you
prepare in advance.
Here are 5 simple ways to
have a happier workday.
1. Eat breakfast (or meal upon waking) – If
you skip the first meal of your day, you won’t
be at your best during the beginning of your
workday. You will more likely gorge yourself
at lunch and have a sleepy afternoon. So eat
something, anything (within reason), so you
can ensure a smooth start to the day.
CATCHING UP WITH THE JRS
ADVANTAGE TEAM
Most of you are aware of the recent addition
of cleaning services to The Service Companies
portfolio, JRS Advantage.
JRS Advantage specializes in deep
cleaning and maintaining of all floor surfaces
including; carpet, marble restoration, vinyl,
and deep steam cleaning of grout. In addition,
restroom deep cleaning (both guest rooms
and public areas), upholstery/drapery spot
cleaning, mattress cleaning and much more.
The JRSA Leadership Team is on the go
24/7 working with existing properties as well
as meeting with many new prospects.
Chip Parmelee is the General Manager
for JRSA. Chip’s background is based in the
hotel industry holding various positions
WINTER 2013/14
2. Be on Time – Arrive on time. This may
be obvious to most people—but some don’t
realize that showing up late can not only
lead to disciplinary action, but also throws
off your entire day. Getting in on time or a
little early helps your mindset for the day and
helps promote a feeling of accomplishment.
3. Think Positive thoughts, not Negative –
Seems simple enough, but many people never
do it. Instead of looking on the worst side, try
to see the bright side. Ask yourself “what is
the advantage of this situation?” “What am I
learning?” These are good questions to ask in all
negative situations to turn them to the positive.
4. Avoid Gossip – One drain on your day
is gossip. It may seem fun and exciting to
learn some juicy tidbit about your co-worker
in both sales and operations, including
General Manager. His career includes over 20
years with a leading International Lodging
Company and most recently has owned his
own hospitality consulting company for 10+
years. Chip has had the opportunity to work in
several cities such as; Denver, Chicago, D.C.,
St. Louis, El Paso and Dallas with experience in
resorts, convention and airport properties.
Mariana Montoya is a Sales Manager for
Miami-Dade and Collier counties. Mariana was
most recently the Executive Administrative
Assistant for
Steve Wilson.
Mariana has
been with
The Service
Companies for
over 4 years
and has shown
great initiative
to grow with the company. She comes from a
retail background in sales and is a welcomed
fit to the team.
Please check out the website for more
information about JRSA, www.jrsint.com then
click on the “New JRS Advantage” tab.
or boss, but nothing positive comes out of
participating in gossip at work.
5. Treat People with Kindness & Respect –
Treating people with kindness and respect
ensures they will be more responsive to you.
To improve relations with anyone, treat them
with kindness and respect. This holds true
with everyone, from bosses to co-workers, to
your children and friends. By treating others
with kindness and respect, you will find that
more often than not, they will treat you with
the same kindness and respect.
Try adding these five rules to your daily routine
and you will not only create a happier workday
for yourself, it will also benefit all those around
you and keep TSC a great place to work.
Two of our associates at a new account in the Miami area.
Recently the associates attended a marble care
restoration training and fun employee ribbon cutting
at one of our luxury Palm Beach properties (pictured).
TSC In-brief
WINTER 2013/14
TSCU: A UNIQUE BOOT CAMP EXPERIENCE
Congratulations to the 2013 graduates completing The Service Companies University (TSCU).
The TSCU “Boot Camp” experience is designed to include a very intense curriculum
involving hands on training as well as a detailed classroom agenda. This comprehensive
program is highly relevant and immediately applicable for TSC supervisors and managers
to meet the companies’ business objectives and performance expectations. They not only
get back to the basics, this gives TSC an opportunity to escalate the level of service and
hospitality our future leaders provide to our customers and employees at every property on
every level. In addition, it allows us to have a consistent process to better prepare our newly
hired and existing supervisors and managers to excel in their future roles.
The photos highlight a recent week long boot camp training which took place at
our Shreveport properties in November. Some of the senior management were also in
attendance supporting the effort and assisting with training.
All the best to the attendees. We look forward to hearing about future success stories at
your properties and will be celebrating along with you.
Corlethus “Clee” Thomas, Chip Parmelee and Guy Hall enjoying
the shine of their marble work.
Stripping Project “Before and After”
Pictured Senior Directors Martin Duane and Victor Vargas proud of
the team efforts and completing another successful Boot Camp.
SOUTH AMERICA
J1 STUDENTS
Please welcome the
newest group in the J1
Student Program from
South America. They
are just getting settled
in at our Laughlin
property. It is great
to see all the smiling
faces!
Tom Mason, Vice President of Operations was very pleased
with his team completing Kitchen Training
TSC In-brief
WINTER 2013/14
“EXPECT WHAT YOU INSPECT”
By Laurie Katinos
You may have heard the adage “Expect
what you Inspect” at some point during
your hospitality career. TSC property managers
and department heads are responsible to
have an ongoing inspection program for all
departments we are responsible for. Associates
must fully understand the expectations and
be compliant of all cleaning standards. An
inspection program will provide more detailed
feedback to all parties involved with a
common goal to continuously improve the
service provided to the customer. Whether
it be inspecting a casino floor, guest rooms,
hotel public areas or corridors, kitchens,
vacation ownership grounds, or employee
back of house areas; the following
practices will assist with a more
successful inspection program.
3The basis for all inspections originates
from the property standards and
established work schedules. All detailed
tasks outlined within the property
agreement must be verified and
documented using inspection forms.
3An inspection form is customized for each
property. Although a similar format may be
used, the content needs to reflect the
layout and furnishings of the various
rooms, suites, public space, kitchens, etc.
No two properties are created equal even
within the same corporate brand.
3Keep score! Having a point value or goal
for each assigned task allows you to keep
record of progress. The manager will have a
better understanding of what training is
needed for an individual or group.
3An inspection form may change as service
needs change. If you find a substandard area
or common deficiencies, a manager may want
to increase corresponding point values to
place more emphasis in that area.
3All associates receive a copy of their
inspection checklist and it is reviewed with
a manager or supervisor prior to them
working independently. Associates have a
complete understanding of the desired
goals and any related inspection point
values. If at any time revisions are made to
an inspection form, the associates receive
a revised copy. It is advisable to post
current copies of inspection forms in a
highly visible area within the department.
3As a TSC member, we are all inspectors and
accountable for providing the very best
service to our client and customer. It is
important that every employee identify
areas that need attention whether it is a
cleaning or service issue. We all have a
unique eye for detail, so as a team we can
see a whole lot more.
3We need to provide a helping hand to our
co-workers. If at any time you feel you can
improve upon a situation, never hesitate to
support one another.
3Employees are encouraged to frequently
inspect their assigned areas with a
manager or supervisor so they may share
helpful tips with one another.
3All employees should understand the proper
channels to provide quick follow up if they
cannot address something on the spot.
3The quality of the inspection and the
process is more important than the
quantity. It is critical that the inspector
provides immediate feedback so employees
may learn from and avoid further
deficiencies. All associates should be
inspected daily regardless if it is a written
or visual inspection. Although the
managers are required to provide feedback,
it is equally important that the employees
seek feedback and take responsibility of
their assignments.
3A walkthrough or inspection is only as
good as the follow up. Always provide your
team or customer with a progress report. If
something they had reported cannot be
addressed quickly, keep everyone informed
of the projected completion time.
3What you don’t inspect someone else will,
be it the guest or client. No matter how
seasoned the associate is, everyone needs
to be inspected to ensure they are
exceeding expectations and reaching
individual goals.
In addition to associates being accountable for
achieving essential goals, the manager is
equally accountable for setting associates up for
success providing support and coaching along
the way. Once you prepare yourself and team,
expect to see positive results!
TSC In-brief
WINTER 2013/14
TSC CELEBRATING SUCCESS
The icing on the cake after providing the best cleaning,
service and hospitality is the opportunity to celebrate
success with the entire team. The following are some of
the highlights where our teams were able to have some
fun and eat a whole lot of cake!
LAKE CHARLES
This summer, our team in Lake Charles enjoyed a fantastic beach
themed party. Employees won cash prizes and gifts including
massages and gift cards. During the celebration, many participated
in games and events including a buffer pad toss, karaoke, balloon
pop contest, hula hoop contest (pictured), and of course, lots of
dancing! TSC provided the hamburgers, hot dogs, chips, drinks,
cookies and much more! Timothy Walker, a housekeeping dispatcher
won cash prizes for the buffer pad toss, balloon pop, and the hula
hoop contest. Katrina Bellard was the big winner of the event,
walking away with a food voucher at the property, and cash during
the grand prize raffle.
Thank you to the Human Resources and Operations teams for
organizing and planning. Also, to all Lake Charles associates for
your hard work and participating in a fun event.
Pictured are Steve Wilson and Kurt Wong joining the celebration along with our
senior leaders in Lake Charles, Steve Thomas, Keith Gaines, Bryan Batulis. Becky
Burrows didn’t want to be left out (behind with the bunny ears).
Some of the hula hoop contestants
The HR team left to right- Erica Monteverdi, Anjuli Ganguly (Regional
HR Manager), Katrina Robinson, Mildred Botley, and Cindy Klosterman.
TSC In-brief
WINTER 2013/14
LAKE TAHOE
The Lake Tahoe employee appreciation party was a huge success! The Piñata
was especially a big “HIT” for the little ones. The property Director of Hotel
Operations and VP of Operations attended and helped serve food to the
employees. Hot dogs, cotton candy, popcorn & nachos were served. The event
was held after work so about 170 employees and family members were able to
enjoy! The cash raffle prizes seems to create the most excitement. Pictured is
Ming a little excited to win some cash! She finally settled down to pose for a
another photo with senior executives; Guy Hall, Kurt Wong, and Steve Wilson.
Proud manager Annie Sampson looking on.
COUNCIL BLUFFS
Our team in Council Bluffs put on a great
employee appreciation event. The kids
especially loved jumping around. A few may
have been thinking, “this isn’t such a tough
job mom/dad has though now I understand
why they’re so tired after work, all this
jumping gets tiring”.
Our council Bluffs associate Theodore Relford
better known as “Red” received a retirement
present from the TSC team. Red is a serious
Nebraska Cornhuskers fan so I’m sure you can
guess where the nickname “Red” comes from.
Now he has the perfect jacket to wear to the
games. TSC didn’t want to see Red go, so we are
pleased he has agreed to stay on part time.
TSC In-brief
WINTER 2013/14
LAS VEGAS
Matt Leatham and the Las Vegas team organized a wonderful employee
event over the summer. Included below, are some of the highlights from
their appreciation party where many of our Executive Committee members
were able to participate.
Pictured is Steve Wilson passing out cash prizes as our Chief Financial Officer
Bruce Ballard is doing what he does best, verifying the transactions.
Joel Shumaker, General Manager of JRS International joining in the fun
passing out some “high fives” to the winners.
ST LOUIS
The TSC team at our casino property in St Louis had a Far Out 70’s party
during Housekeeping Week. The team participation was DynOmite, the DJ
was Totally Hip and the dancing was Groovy!
Dwight Luna our Project Manager and Paige Kuykendall in Human
Resources did an excellent job of planning and facilitating the event which
was enjoyed by all.
Tony Tricase the Vice President of Customer Relations joined the fun
(pictured with Paige Kuykendall and Dwight Luna).
Barbie Watson, Angel Triplett, Renee Standford, Natasha Hobson,
Jean Robinson, and Phyllis Poke.
TSC In-brief
WINTER 2013/14
SHREVEPORT
The Shreveport associates recently celebrated an employee appreciation day.
The property chef was happy to provide some sweets for the team and made
a delicious cake. The General Manager and Assistant GM came to join and
had nothing but great things to say. They are especially pleased about how
great the property looks and how thankful they are to have us as a partner
and on their team.
The staff especially enjoyed the gift exchange game between all the
employees. It was a great event and everyone was extremely happy. A nice
way to kick off the holiday season as well!
SHINING MOMENTS AT TSC
TSC is proud to have a very unique employee
recognition platform, Shining Moments.
Shining Moments allows our property leaders
around the country to share the amazing
achievements and recognition received from
our customers. In turn all TSC members read
the success stories which become learning
opportunities and an inspiration for all of us.
Here are just some of many Shining Moments
received from our customers in 2013.
•We were thrilled to
receive a note from a
Florida property
manager about
Nezzario (pictured).
He spoke about his
appreciation for the
help received from
day one. He stated
that Nezzario is
always quick to assist when needed without
complaint. Recently, he helped the customer
during a massive challenge and was a “real
trooper” staying until the end, until the job
was done. He also mentioned, “Nezzario needs
to be commended for all his hard work. I
greatly appreciate all that he does for me.”
•A property chef in
Lake Charles had
great things to say
about Marie Jean
Louis (pictured). He
said “Marie is a joy
to have in the
bakery, She takes
great pride in her
work and takes excellent care of us. Her
work ethic is second to none. She shows up
every day with a positive “Good Morning”
and a humble attitude. She truly is one of
our “family”.
•Great recognition
about Dina Grice in
Lake Charles
(pictured). A chef
wrote “On high
volume days Ms D.
always has the
banquet kitchen
set up. She keeps
up with all BEOs and makes sure plates are
counted. Ms D goes above and beyond her
job title without being asked what needs to
be done. The banquet staff can always
depend on her. Wish we could have more
like her. When it comes to her work I can
write a book. We love her.”
Thank you to the entire TSC team for creating
Shining Moments every day and I look
forward to many more in 2014!
Laurie Katinos