Whatever it Takes!

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Whatever it Takes! Award
Employee of the Year
Unsung Heroes
Milestones
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 4, 2024 Awardees:

Dorothy Terry

DISH Network (Bluefield, WV) – Kevin Gleason's Division

Values In Practice: Hard Work | Appreciation | Loyalty | Achievement | Honesty | Integrity | Humility | Growth

I am nominating Dorothy Terry for a “Whatever it Takes!” award as I feel like she exhibits our 12 Core Values each day on the job. She strives for perfection! Ever since we started at our DISH Network account in West Virginia, she has been on-site working with and leading our team to success. Dorothy's commitment to SMS and the facility is unmatched, and she is a valuable asset there. It is an honor to nominate her and be able to have her as our onsite Supervisor taking charge of the daily tasks to ensure we are exceeding expectations.

Nominated by: Bruce Hoffmaster Jr., Division Manager

Patricia Todd

Destin Commons (Destin, FL) – David Shultis' Division

Values In Practice: Fairness | Fun | Loyalty

Pat Todd has been working for SMS for more than 16 years. She shows up on time every day, ready to do whatever it takes for the cleanliness of the property, satisfaction of the customer, and her fellow employees and Manager. She is a vital part of our hardscape department: pressure washing, painting and staining. Pat is always willing to lend a helping hand or fill in for employees who call in sick or who are on vacation. Because of her hard work and dedication, it is no surprise why Pat is the Supervisor on Day Shift. She has a great relationship with the customer and I am sure this professional relationship is partially why we have been blessed to have this contract for such a long time. As the Facility Manager at Destin Commons, I view Pat as my go-to person for day-to-day planning and advice on just about everything.

Nominated by: Colin Ellington, Facility Manager

Stanley Amaker

Plymouth Meeting Mall (Plymouth Meeting, PA) | Northeast Division

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

Stanley Amaker has been with the company for 19 years. Stanley goes above and beyond day in and day out for his entire shift. Stanley takes initiative to complete each task unassigned to him. He's extremely dedicated to his work and also helps the team to become more efficient by leading by example. Stanley never complains about the work he's assigned, he just gets it done by any means necessary. Whenever Stanley is given an assignment he sees to it that it's done correctly and up to company standards. He volunteers for projects that need to be done, such as deep cleanings. He also has a great knowledge of all machinery and their workings and takes very good care of all housekeeping equipment. He is a great team leader and does his best to encourage the team to put their best foot forward at all times. Stanley also has very beneficial ideas and suggestions when it comes to game planning projects, what materials will be used or needed, and also how to execute the plan. If I had a team full of employees like Stanley, I would never ask for anything more! His loyalty to the company with the amount of years of service speaks volumes. But then to perform at optimal levels is truly a blessing any company could have on their team - which is why I nominate Stanley Amaker!

Nominated by: Site Manager - Plymouth Meeting Mall

(In the photo L to R): Peter Martinowich, DVP Gleason's Division Operations Manager, Stanley Amaker, 2023 Whatever it Takes! Employee of the Year, Cecil Sloley, Division Manager

Unsung Heroes 2024 Team Awardees:

During our annual Employee Appreciation Week, 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.

Jacksonville Mall | Housekeeping and Maintenance Teams

Jacksonville, NC

How has this team shown consistently strong performance?

“The team at Jacksonville Mall strives to exceed expectations daily. They combine our 12 Core Values to be successful for both our customer and patrons at the property. They are organized with assignments, follow through on completion of tasks, and communicate effectively both internally and with our customer. They are on time with their submissions of reports and safety information required. Overall, they excel in their performance administratively and operationally.”

In what way has the team worked beyond the normal requirements of their jobs to provide excellent customer service?

“The team goes above and beyond each day. Our customer continues to express their continued trust in our team to ensure that expectations are met or exceeded. Our customer is an advocate for SMS and makes sure to tell others of the positive impact SMS has on the Jacksonville Mall.”

Is there an issue, problem, or situation that the site / team successfully addressed? Describe a specific instance, project, or challenge where the team exemplified their special contribution or innovative solution.

“Our team at one point struggled to ensure customer satisfaction. The team worked together and made necessary changes internally to turn things around. Since adapting to structural changes and some operational changes, the team has truly pulled together to become more proactive in their daily operations.”

-Nominated by Bruce Hoffmaster Jr., Division Manager

NorthPark Mall | Housekeeping Team

Davenport, IA

How has this team shown consistently strong performance?

“Lisa and her team have consistently passed the Smart Inspections for Macerich properties and have been on the trend of improving their passing score each month. Lisa has never been late with any training or OPS360 inspections, which shows dedication not only to her operations but to our company standards as a whole.” – Phil White

“The NorthPark Mall team has proven constant strong performance day in and day out. Lisa, the Site Manager, oversees both NorthPark Mall and SouthPark Mall for one of our Key Customers. These properties are a few of the smaller ones that we service, but she and her teams manage to maintain the daily operations without flaw. She also puts her staff first and is always there to support them. Because of Lisa’s recent efforts and partnership with Goodwill, NorthPark was nominated for Employer of the Year.” – David Shultis

In what way has the team worked beyond the normal requirements of their jobs to provide excellent customer service?

“Lisa Mrasak and her team at NorthPark Mall have consistently raised the bar for dedication, customer service, and kindness. They consistently passed the Smart Inspections for Macerich properties and have been on the trend of improving their passing score each month. With the hard work and dedication of the employees at NorthPark Mall, they have received several awards and hand-written compliments throughout the year. Lisa's work with Goodwill earned her and SMS an Employer of the Year nomination with The Edgars Achievement Award. This nomination would not have been possible without the loyalty and dedication Lisa has for her employees and NorthPark Mall. Darren Stokes was one of the winners for the Whatever It Takes award for Q1 2024, due to his hard work and customer service. Carole Sammon also received a hand-written note from the customer thanking her for her hard work and kindness to everyone. The SVP of Operations for NorthPark Mall has said the mall has not looked this clean in years. In July 2024, there was a fight and shooting at the mall and Darren Stokes quickly alerted all employees to seek shelter. Darren also gathered several mall customers with some of the employees and took them to shelter in a safe location until an all-clear was given. It is obvious that the employees at NorthPark Mall take pride in their work and treat everyone like family. I would like to thank everyone at NorthPark Mall for everything they do. They are beyond deserving of this award.” – Phil White

“The team at NorthPark works together seamlessly to provide a great customer experience. Their ability to recognize and address customers by their names is a strong trait by the team and is evident in letters by customers thanking them. Attention to these smaller details is what sets NorthPark apart from others in terms of high-quality service delivery.” – David Shultis

“Lisa and the team at NorthPark tackle every issue they have. For example, if Lisa encounters a problem with any of her machines, she will research the owner’s manual or the internet to resolve almost every problem she has come across. She refuses to give up and continues to learn more things every day. You can also see this same pride, integrity, and commitment mirrored in the team members at NorthPark Mall.” – Phil White

“Smaller accounts have unique challenges every day. Some of these challenges are amplified by smaller staffing levels, which means a heavier workload at times. Nonetheless, this team manages to divide and conquer. They help each other and mesh together well to achieve any task that comes their way. They are a true example of our Whatever it Takes! motto and 12 Core Values.” – David Shultis

-Nominated by Phil White, Division Manager, and David Shultis, Division Vice President

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 January 2025!

5 Year Milestones

Noris Campbell
Daniel Hoffmann

10 Year Milestones

No 10 Year Milestones this month.

15+ Year Milestones

Leslie Cox (15 years)

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.

2023 Service Management Systems Winner – Shayla Stevens
Facility Manager, The Battery Atlanta – Atlanta, GA

Shayla is the exact type of personal success story on which Service Management Systems (SMS) has built its foundation. Her dedication and perseverance have led her to thrive as a manager and enabled SMS to grow at The Battery Atlanta.

Shayla, who started with SMS in 2017, currently oversees The Battery, a large and complex mixed-use property for the Braves Development Company. With over 2 million square feet of mixed-use space, this is a bustling nonstop destination 365 days a year for those attending Atlanta Braves Baseball Games, concerts at the Coca-Cola Roxy, and the seemingly never-ending dining and entertainment venues. 2023 was very successful for SMS and The Battery due to Shayla's leadership. She sought out and welcomed feedback, whether positive or critical, and took our services to a new level.

Shayla understands that the foundation of her success is being authentic and genuine about who she is and inspiring others around her. She's been recognized for displaying our Core Values and representing everything that SMS stands for. Shayla is a leader who instills unity within the department to achieve a common goal: to provide the best possible customer and guest satisfaction while making the job fun for the staff.

In the photo (L to R): Phil White (Division Manager), Dan Morse (Division Operations Manager), Shayla Stevens (Facility Manager, The Battery Atlanta), Mark Kibby (Division Manager), and David Shultis (Division Vice President)

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.