Whatever it Takes!

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Whatever it Takes! Award
Employee of the Year
Unsung Heroes
Milestones
Employee Appreciation Week
Horizons Award
Success Stories

About Us / Whatever it Takes!

Celebrating our Employees!

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.

The 'Whatever it Takes!' Award

Each quarter, 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 Quarter Award. From these nominations, each employee is then considered for the prestigious WIT Employee of the Year Award.

Quarter 1, 2026 Awardees:

Serafina Totic

Great Lakes Mall – Kevin Gleason’s Division

Mentor, OH

Sarafina is on the go constantly every day. Whenever I ask her to do something, she gets on it right away, and if she is busy at the moment, she lets me know that she will get to it right after. She understands that we all have a job to do, and she always takes the initiative to get things done on time. She runs circles around the much younger guys on the crew.

Nominated by: Mark Milde, Facility Manager

Celerino Villega Blanco

Eden Prairie Center – David Shultis' Division

Eden Prairie, MN

Mr. Celerino Villega Blanco consistently demonstrates a true “Whatever It Takes” attitude through his reliability, initiative, and commitment to excellence. He goes beyond his assigned duties to ensure all tasks are completed thoroughly and on time, even in challenging situations. His willingness to step in, support his team, and adapt to changing needs reflects a strong sense of ownership and accountability.

He exemplifies TMM Core Values by maintaining a positive attitude, showing respect to colleagues and customers, and upholding high standards of safety and quality in his work. Mr. Villega Blanco is proactive in identifying areas for improvement and takes action without hesitation, contributing to a more efficient and organized work environment.

His teamwork and communication skills strengthen the entire operation, as he is always willing to assist others and share his knowledge. His dedication, professionalism, and strong work ethic make him a valuable asset to the team and a clear example of living the TMM Core Values every day.

Nominated by: Guadalupe Mendoza Toribio, Facility Manager

Grayson Tibbs

Lynchburg Regional Airport (Lynchburg, VA) – Kevin Gleason’s Division

VALUES IN PRACTICE: Achievement | Appreciation | Fairness | Fun | Growth | Hard Work | Honesty | Humility | Integrity | Loyalty

On July 1, 2025, I was approached by a visitor who was waiting on her grandson's plane to arrive and she asked who she needed to get in touch with to give a shout-out regarding an employee. I explained we had many departments so let’s see if we can narrow it down. She began by saying she was at the airport last night well past midnight waiting on her grandson to arrive. There was a young man who was cleaning the floors – “doing a very nice job,” she added. I proudly said that he was one of my team members! She stated that she was 80 years old and rarely drove at night, and the flight had been cancelled. She did not know what to do. After a few minutes, she asked Grayson what was going on with the flights and he took the time to stop what he was doing to go find answers for her. Grayson found her an American Airline team member to answer her questions. With his kindness and him spending time with her, she felt safer and more at ease with the situation. The visitor returned this morning to pick up her grandson and wanted to make sure someone knew what an impact Grayson had made the night before. She introduced me to her grandson and mentioned to him how much Grayson had helped her. The grandson requested that I please tell Grayson thank you for helping his grandmother. Way to go, Grayson!

Q2 2025 Nomination by: Brenda Guldner, Facility Manager

I am proud to nominate Grayson Tibbs because I want to share the reasons that make him a great representative for SMS. For the past five months, I had started stripping and waxing floors and he stepped up to assist. He not only came in during overnight hours, but he also took notes of the processes. He paid attention and learned new equipment. Grayson never complained about the project – even at its messiest, most-challenging parts. Grayson was/is always willing to help – even in planning future floor project areas. During our time together, I learned what a kind and caring young man he really is. His personality is one of positivity and good humor, and he is easily approachable. He is always willing to assist our passengers with any questions they may have. I am proud to say he is the one that diligently keeps up the maintenance of our new floors. We receive so many complaints all because of his efforts. To have a strong work ethic and a great eye for details at such a young age, like Grayson does, is refreshing! As a manager, I sincerely appreciate having Grayson on my team knowing that he is there to lend a hand in any situation.

Q3 2025 Nomination by: Brenda Guldner, Facility Manager

Unsung Heroes 2025 Team Awardees:

Each Year, SMS recognizes one team from each of our two divisions nationwide that have continuously and positively influenced their customer's location from behind the scenes. Whether someone is looking or not, these teams display a positive attitude, a willingness to do "Whatever it Takes!" every day, and a commitment to providing consistent, quality services.

Lynchburg Regional Airport | Housekeeping Team – Kevin Gleason’s Division

Lynchburg, VA

While Brenda Guldner (SMS Facility Manager) and her team provide excellent customer service at Lynchburg Regional Airport, they go above and beyond in their day to day. They have created a positive, welcoming atmosphere at the airport that goes beyond cleaning. Each year, Brenda manages to host several culture and customer-facing events to not only keep her team engaged, but also to create a lasting impression with our customers and visitors at the airport. She and her team take our Core Values and “Whatever it Takes!” motto very seriously, which is evident in the relationship they have with the onsite customer and their service delivery. Due to this, we have grown our contract at this account in the past year. Also, Brenda and her team have won several internal and external awards in 2025 – including our SMS 2025 Employee of the Year being chosen from Lynchburg. You really could not ask for a better manager or team!

-Nominated by Bruce Hoffmaster Jr., Division Manager

Destin Commons | Housekeeping Team – David Shultis’ Division

Destin, FL

Destin Commons is an outdoor shopping center located in a high-traffic tourist area and faces a unique set of challenges. One of the primary challenges is the constant need for pressure washing to combat mold caused by high humidity, along with heavy dirt buildup from the steady stream of visitors. Despite these conditions, the hardscape team does an outstanding job maintaining the cleanliness of the property and ensuring the equipment is well-maintained to meet the ongoing demand. The team at Destin Commons is always ahead of the schedule to get inspections completed and submitted. They communicate great with SMS leadership and our onsite customer. In fact, our customer consistently gives compliments about Patricia “Patty” Johnson (SMS Facility Manager) and her team. Beyond her role at Destin Commons, Patty has also stepped up to help mentor newer managers nationwide when senior leadership is busy. This team consistently provides the highest quality standard for service delivery – they are dedicated and take great pride in maintaining a clean and well-kept environment for all who visit Destin Commons.

-Nominated by Phil White, Division Manager

Milestones

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 a significant SMS Milestone Anniversary in June 2026!

5 Year Milestones

Teresa Hungate
Andrew Styles
Tyler Forehand

10 Year Milestones

Bruce Doming
Claudia Mendez Dardon

Employee Appreciation Week

This is one of our favorite weeks of the year! Our Employee Appreciation Week occurs the same week as International Housekeeping Week and Environmental Services Week. We love hosting our Employee Appreciation Week (EAW) in celebration of all our employees’ hard work throughout the year. Lunch for each shift is catered on a day during the week that works best for each location. Everyone gets in the spirit with heartfelt messages of gratitude, fun games, and more. This is always a time of celebration, joy and fun.

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 $1,000 prize.

2025 Service Management Systems Winner – Gabriel Tapia
Facility Manager, UMCSN, Las Vegas, NV

Gabriel Tapia joined Service Management Systems in 2020. He continually exemplifies exceptional leadership, especially throughout 2025, demonstrating what it truly means to lead with purpose and a "Whatever It Takes" mindset. He has taken full ownership of his operation, consistently delivering solutions, maintaining stability through growth, and exceeding rising expectations. Gabriel played a critical role in securing the UMCSN contract extension, strengthening client trust through reliable execution and a strong on-site partnership. His leadership has not only sustained operational standards but elevated them, earning continued praise from customer leadership.

In addition to his operational success, Gabriel led the seamless expansion of services into a new UMC office space and prepared his team to take over the East Charleston Clinic in early 2026. His ability to navigate these transitions with professionalism ensured uninterrupted service and stronger program performance. Perhaps the most telling of his impact is the recognition he received from UMC CEO Mason Van Houweling. Earning acknowledgment at that level is not accidental; it is the result of sustained excellence, integrity, and visible leadership. Gabriel leads with humility, accountability, and heart. He sets the tone for his team, reinforces the SMS culture daily, and consistently demonstrates what Facility Management should look like. His dedication to service, his pride in his operation, and his commitment to doing the right thing, even when it requires extra time and effort, make him exceptionally deserving of the Horizon Award.

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.