Whatever It Takes

Whatever It Takes

Going above and beyond the call of duty, our employees are dedicated to the concept of doing “Whatever it Takes” to make our customers successful and satisfied.

Our values are extremely important to us, and we operate and live by them every day. Honesty and integrity, along with hard work and appreciation, form the foundation of our long-lasting relationships. Service Management Systems is proud of our people, our diversity and our culture. Take a few minutes to scroll through some of the successes and accolades our employees, management and teams have received this recently.

Whatever It Takes

Each month, our employees and management nominate the coworkers or employees that impressed them most! By going above and beyond their daily job duties or by showing their dedication to our company’s core values, these employees were nominated for the Whatever it Takes (WIT) Employee of the Month Award. From these nominations, each employee is then considered for the prestigious WIT Employee of the Year Award.

The following employees were all nominated for this month. All nominees exhibited the SMS Core Values and we are proud of each and every one of you. Keep up the outstanding work!

  • Robin Cox - Patrick Henry Mall
  • Louise Schmidt - Northtown Mall
  • Donald Warren - Chautauqua Mall
  • David Odom - South Plains Mall
  • Maria Ruelas - Broadway Plaza
  • "Lupe" Maria Garcia - Carmel Plaza
  • Diretha Allen - Gadsden Mall
  • Alice Villagomez - Destin Commons
  • Konata Ajamu - The Avenue Murfreesboro
  • Fanny Carter - Magnolia Mall
  • Shaun Sexton - Jacksonville Mall
  • Edvinas Korsakas - Jacksonville Mall
  • Paul Hawkins – Tennessee Performing Arts Center (TPAC)
  • Ophelia Johnson - Magnolia Mall
  • Jwiane Smith - Destin-Fort
    Walton Beach Airport (VPS)

Whatever it Takes Employees of the Month

Donald Warren

Hard Work | Achievement | Loyalty | Fairness | Honesty | Appreciation | Humility | Fun | Growth | Integrity
Chautauqua Mall – Northeast Division 993

Donald worked by himself the night of a severe storm, and there were numerous roof leaks. Donald was like a fireman running around and helping stores with their leaks. Donald is extremely smart! He worked for SMS as a senior at Jamestown High School, and graduated as Class President. He is currently taking college courses, but continues to do an excellent job here at Chautauqua Mall.


Nominated by: Nominated by: Todd Strickland, Facility Manager

Maria Ruelas

Fun | Integrity | Humility | Hard Work | Achievement | Appreciation | Fairness | Growth | Honesty | Loyalty 
Broadway Plaza – West Division 996

Maria has been the most reliable employee at Broadway Plaza, since the day she started here. Maria has never said “no” when asked to perform a task, help a coworker, and especially work overtime. Maria has always accepted extra hours/days when asked. When we started a day porter program for the new Industrious co working tenant here at Broadway Plaza, Maria was the first employee we offered the assignment to. She has continued to excel and over deliver to our customer. Maria truly exemplifies the “Whatever it Takes” attitude on a daily basis.

Nominated by: Levi Ennis, Facility Manager

Jwiane Smith

Appreciation | Hard Work | Loyalty | Honesty | Integrity | Growth | Achievement
Destin-Fort Walton Beach Airport (VPS) – Midwest/Southeast Division 997

Jwiane has been with SMS for two years, and upon our startup was a recent transfer to Destin-Fort Walton Beach Airport. Over the past five (5) months that Jwiane has been at this location, he has exceeded my and the airport administrations’ expectations as a leader. Every day, he has a willingness to go above and beyond and is always willing to do “Whatever it Takes” to make sure a task or project is completed. Last month, Jwiane was promoted to Second Shift Supervisor and has continued to excel in his new leadership role. He provides great training and mentoring to his employees, and instills great core values.

Nominated by: Darin Muncy, Facility Manager


Two of the greatest Core Values we feel our employees exhibit are Hard Work and Loyalty, and are some of the driving forces behind our company's success. This is evident in the Milestones reached each month.

Congratulations to the following employees who have reached significant Milestone Anniversaries this month!

    5 Year Milestones

  • Kevin Whitney - Cumberland Mall
  • Christopher Hernandez - Valley Mall
  • Cristina Jimenez - Fashion Fair
  • Jaton Gugelman - Vallery River Center
  • Pedro Correa Trinidad - Cherry Hill Mall

    10 Year Milestones

  • Timothy Ball - Cumberland Mall

    10+ Year Milestones

  • Mely Santiago - Moorestown Mall (20)
  • Micahel Harenza (15)
  • Brenda Andre - Dartmouth Mall (15)
  • Ophelia Johnson - Magnolia Mall (15)
  • Michael Hanson - Wyoming Valley Mall (15)
  • Patricia Eber - Wyoming Valley Mall (15)
  • Stanley Rosyski - Dartmouth Mall (15)
  • Mark Moser - Susquehanna Valley Mall (15)

The Horizons Award

The Horizons Award is our most prestigious award, given to Service Management Systems leads and directors for achieving quality, safety and productivity goals. Winners are honored at our annual leadership meeting and receive an etched crystal trophy and a $500 prize.

2019 Service Management Systems Winner- Carl Davis
Carl has been part of the Service Management Systems family since 2006 and is currently serving as the Operations Manager at Fashion District of Philadelphia. Over the last 2+ years, this PREIT property has been under significant and complex renovations, which encompassed over one million square feet and several city blocks in the heart of downtown Philadelphia. In his role as Operations Manager, Carl was integral in the coordination with City Officials, inspectors, construction contractor and several subcontractors. His role became even more important when the PREIT General Manager and Regional Vice President resigned and was not replaced for approximately 18 months during the renovation. Carl entertained investors, potential tenant representatives, PREIT and Macerich personnel, taking them on guided tours and providing details regarding any matters regarding their particular need. When it was time for the mall to reopen to the public, Carl was at the center of all the activity and ensured all events were successful. Top PREIT executives, including CEO, Joe Coradino, recognized Carl for his contribution to the successful redevelopment of the new crown jewel for PREIT. Carl’s dedication and hard work to the project were vital to retaining our business at Fashion District of Philadelphia.

Just a few more examples of how our managers, employees and teams go above and beyond every day. Scroll through the Success Stories below to read more about how our teams are doing “whatever it takes” to deliver excellent customer service.

Though 2020 threw us a curveball with COVID, many of our Facility Managers, EVS Directors and Operations Managers really got into the spirit of Customer Appreciation Day to make it special, safe and fun for our customers.


On August 17, 2020, our SMS First Shift Supervisor, Patty Hansen, was presented with the Destin-Fort Walton Beach Airport (VPS) Employee of the Quarter Award.


Mike Roeske and the SMS team at Valley View Mall got creative to help out our PREIT customers in need.


Our team at Rimrock Mall went above and beyond to help Ms. Snyder with her Medicare booth setup needs, and she could not have been more appreciative.


This year, our team at Susquehanna Valley Mall was awarded the Employer of the Year award by Suncom.


For the second year in a row, our Service Management Systems (SMS) management team at Jacksonville Mall in Jacksonville, NC received high recognition from the Eastern Carolina Workforce Development Board and the North Carolina National Guard.


Tim and his team always strive for the high standards that have been set, which is evident in the praise Tim has received from our PREIT customers at Cumberland Mall.


SMS recently started our new account in March of this year at Grand Boulevard, and the South Walton Beaches Wine and Food Festival was our first major event of the year. The charity event turned out to be a major success!


Service Management Systems team at Nissan Stadium did not miss a beat in keeping the stadium and its parking lots clean during the 2019 NFL Draft Experience.


On March 19, 2019, Lorraine was presented with her 20 Year Milestone Award with Service Management Systems.


Showing dedication, excellent customer service and hard work during what has been called "one of the greatest snow events in decades."


Going above and beyond to help other area facilities.


Showing kindness to a customer in need.


Teamwork makes the dream work.


Jeremy Bostick takes on additional responsibilities and assists his fellow colleagues.


Operations manager saves the day when wheelchair battery dies.


Johnny Pointer shows his commitment and leadership abilities from the very start.


September marked SMS's sixth year of partnership with Habitat for Humanity.


After Hurricane Florence, SMS Operations Manager, Earl Fox, took his personal vehicle to pick up his team and open Magnolia Mall.


Greg Mayo, SMS Operations Manager, and his team went above and beyond to prepare the Jacksonville Mall for a direct hit from Hurricane Florence.


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