Driving Operational Consistency at Sacramento International Airport

How SMS helped stabilize operations, strengthen accountability, and support strong passenger satisfaction results at SMF.

Overview

Total Maintenance Management (TMM), sister company of Service Management Systems, began servicing Sacramento International Airport (SMF) on July 1, 2024. TMM supports union-staffed accounts and currently provides full-service 24/7 janitorial services across both passenger terminals and concourses, the rental car center, and additional airport facilities totaling more than 1 million square feet.

Supporting an airport environment of this scale requires consistent execution across a high-traffic operation serving approximately 37,800 daily passengers, along with thousands of employees, vendors, and visitors.

At takeover, the focus was clear: establish structure quickly, build accountability across the operation, and create a consistent service environment across one of California’s busiest airports.

The Challenges

The transition presented several immediate challenges. Limited cooperation from the outgoing vendor created communication gaps during the handoff, particularly in engaging existing employees and ensuring accurate information reached frontline staff.

At the same time, the team launched the operation with roughly 100 employees on day one. This required rapid onboarding and training while also learning the pace, passenger flow, and operational demands of a busy airport environment.

Even with a structured transition plan already in place, the early days required constant adjustment as staffing, schedules, and workflows were refined in real time. The operation stabilized relatively quickly, but doing so required flexibility, strong leadership, and a focus on creating consistency across every shift.

Transition & Operational Approach

To stabilize the operation, SMS focused on putting clear structure and accountability in place from the start. Training programs were standardized, supervisor presence on the floor increased, and cleaning processes were aligned across all areas of the airport. Routine inspections reinforced accountability, while communication with airport leadership became more consistent and detailed.

SMART System played a central role in this approach by providing real-time visibility into work activity, task completion, and issue tracking. This allowed the team to improve response times, strengthen accountability, and manage performance more effectively throughout the day.

SMS continues to work closely with airport leadership to ensure the system evolves alongside operational needs. Through ongoing collaboration, training, and support, the team helps site leadership maximize the value of SMART System while also discussing potential customizations and reporting enhancements specific to the operation.

Over time, the account became more consistent, more responsive, and more structured. Standardized processes and stronger supervision improved execution across shifts, while better work tracking led to faster issue resolution. Continued training and development strengthened the workforce, and SMART System created clearer visibility at every level of the operation.

Results

The impact of these changes is reflected in both operational performance and passenger feedback.

In a passenger satisfaction study conducted by a professional survey company in November – December 2025, based on 530 departing passengers, SMF achieved:

Net Promoter Scores range from -100 to 100, with scores above 50 generally considered strong. SMF recorded a Net Promoter Score of 58, reinforcing a positive overall passenger experience.

The operational improvements behind these results have also been recognized by airport leadership.

Since takeover, the SMF operation has evolved from a complex startup into a structured, performance-driven program. Today, the airport benefits from improved operational visibility, stronger accountability, and more consistent execution across high-traffic areas, helping support a clean, safe, and well-maintained environment for passengers every day.

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Customized Class A Housekeeping Services at 1001 Fannin

Overview

Located in the heart of downtown Houston, 1001 Fannin is one of the city’s premier Class A office properties, encompassing more than 1.27 million square feet of office space. Total Maintenance Management (TMM), sister company of Service Management Systems, began servicing the property on January 6, 2025. TMM supports union-staffed accounts and currently provides comprehensive housekeeping services throughout the building’s tenant spaces, common areas, loading docks, and specialty project work.

Maintaining a property of this caliber requires consistency, responsiveness, and a service partner that understands the expectations of both property management and tenants. The condition of the building directly influences the experience of its tenants and visitors. As Division Vice President David Shultis explains, “Our work must go beyond completing a list of tasks.” That philosophy has guided the operation at 1001 Fannin from the beginning.

Transition

The transition to TMM began well before the first day of service. Prior to startup, our team coordinated equipment, uniforms, employee onboarding, training, technology, and operational planning to ensure a smooth implementation. Approximately one month before the transition, leadership met with existing employees to answer questions, address concerns, and offer opportunities for those who wished to remain on the team.

The transition involved far more than staffing. TMM introduced enhanced training, clearer expectations, stronger accountability, and new technology, while creating an environment in which employees felt supported and valued. As David explains, “Employee satisfaction is not based on wages alone. It also depends on how people are treated, whether they feel valued by their site manager, the quality of their training, and whether their contributions are recognized.” That philosophy helped establish a strong operational foundation and positioned the team for long-term success.

Partnership

From the beginning, TMM approached 1001 Fannin as a partnership rather than simply a service contract. Our management team works alongside property management, staying engaged in daily operations while supporting tenant events, special requests, and the building’s evolving needs.

That collaborative approach has created strong relationships throughout the property. Employees understand their role in the overall tenant experience, while management remains visible, responsive, and committed to supporting both customers and the onsite team. The result is a culture built on trust, accountability, and shared success.

Customized Operations

Every property operates differently, and TMM believes every housekeeping program should reflect the unique needs of the facility it supports. At 1001 Fannin, employee training, communication, quality expectations, and daily operations have all been tailored to align with the property’s standards and culture. As those needs continue to evolve, SMS continues refining the program to support the property’s long-term goals.

Transition

The operation has also evolved through the implementation of SMART System, TMM’s proprietary quality assurance platform. After initially utilizing a third-party platform, TMM transitioned the property to the SMART System to provide greater visibility into inspections, completed work, recurring services, and project activity through reporting and before-and-after photographs. Tenant-specific dashboards are also in development, providing individual tenants with direct visibility into work completed within their spaces.

Whatever It Takes

Supporting a customer sometimes means looking beyond the written scope of work. During one of 1001 Fannin’s annual tenant events, a TMM team member volunteered to serve as the Easter Bunny, helping create a memorable experience for tenants and their families. While outside the traditional responsibilities of a housekeeping program, it reflected the team’s commitment to supporting the property, its tenants, and the broader building community.

Our commitment has helped build a strong partnership with 1001 Fannin, reflected in the feedback from Jesse Jones, Associate Manager at the property:

Today at 1001 Fannin

Today, the partnership between TMM and 1001 Fannin continues to grow through engaged leadership, open communication, and a shared commitment to the property’s success. The building reflects the pride and ownership of the people who support it each day, while the relationship between property management and the TMM team continues to strengthen through collaboration and mutual respect.

Reflecting on the operation today, David says, “The team has developed a positive energy. They care about doing what is right, take pride in their work, and understand that their results are something they can showcase.” That same sense of ownership extends beyond the onsite team to the partnership itself, creating an operation focused on delivering an exceptional experience for tenants and visitors alike.

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Mixed-Use Entertainment District Cleaning and Facility Services

Supporting the Future of Sports Venues

Mixed-use entertainment districts are reshaping how professional sports venues operate. Across the country, teams are developing large-scale destinations that combine stadiums with retail, dining, offices, hotels, and public gathering spaces. These mixed-use sports complexes are designed to attract visitors year-round, creating vibrant environments that require advanced cleaning and facility management strategies.

According to Sports Business Journal, The Battery Atlanta is leading the explosion of mixed-use developments built around sports venues and serving as a model for similar projects emerging across the country. By integrating Truist Park with restaurants, shops, and commercial spaces, the Braves created a destination that remains active well beyond game day.

Operating a mixed-use entertainment district presents unique challenges for facility services. High foot traffic, overlapping event schedules, and diverse tenant needs demand consistent cleaning, maintenance, and operational coordination. Stadium guests, office tenants, retail customers, and restaurant visitors all share the same environment. Delivering reliable mixed-use facility services requires a partner experienced in managing complex, high-visibility properties.

Service Management Systems provides cleaning and facility services for The Battery Atlanta and its surrounding properties, supporting one of the nation’s most recognized mixed-use entertainment districts. SMS also brings more than 30 years of experience delivering cleaning and facility services in retail environments. That deep retail background translates directly to mixed-use districts, where storefront presentation, customer experience, and high-traffic maintenance are critical to success. Our teams deliver scalable janitorial and operational support across multiple property types within the complex, adjusting staffing and service levels in real time to match event schedules and daily activity.

At The Battery Atlanta, SMS delivers a full range of cleaning and facility services tailored to high-traffic, mixed-use entertainment environments. Our services include:

• Trash and recycling removal to keep public spaces clear and event-ready, even during peak attendance.
• Parking garage cleaning and maintenance, including sweeping and power washing multi-level facilities to create a safe and welcoming first impression.
• Pressure washing of sidewalks, plazas, and high-traffic common areas to maintain a clean, professional appearance.
• Continuous monitoring and cleaning of busy walkways and gathering spaces to address high-touch surfaces throughout the day.
• Exterior debris and landscaping clean-up to preserve curb appeal and prevent potential hazards.
• Restroom cleaning and stocking with a focus on hygiene and guest readiness.
• Event support, including setup assistance and post-event cleaning to ensure smooth operations for tenants and visitors.

In addition to our work at The Battery Atlanta, SMS provides facility services nationwide, supported by a strong divisional structure and a centralized Customer Support Center that coordinates operations across markets. This national infrastructure allows us to deliver consistent service standards, rapid responsiveness, and scalable resources wherever our clients operate. By combining local operational teams with centralized support, SMS ensures every property receives the attention and expertise needed to best serve customers and partners.

Technology plays a central role in how SMS manages mixed-use facilities. Our SMART System is a proprietary quality assurance platform that gives operations teams real-time visibility into performance. The system identifies problem areas, tracks task completion and employee activity, and generates reporting that supports accountability and continuous improvement. For large entertainment districts, this level of transparency helps ensure consistent service across expansive, high-traffic environments.

As more cities invest in mixed-use sports and entertainment developments, owners and operators need facility partners with proven experience and advanced operational tools. These districts combine the demands of stadium cleaning, retail facility services, hospitality support, and commercial property maintenance into one integrated ecosystem.

SMS brings hands-on expertise from servicing a leading mixed-use entertainment complex, supported by technology-driven oversight through the SMART System. When the industry looks to The Battery Atlanta as a blueprint for the future of sports and entertainment districts, SMS is already delivering the cleaning and facility services that keep that model running every day.

If you’re looking for a proven partner to support cleaning and facility services for your mixed-use entertainment complex, contact Service Management Systems to learn how our experience and technology can help keep your property operating at its best.

Class A Office Building Cleaning and Facility Services

Supporting the Modern Workplace

Class A office buildings set the standard for today’s professional environments. These properties are designed to reflect a company’s brand, attract top talent, and create a productive workplace for employees and tenants. Maintaining that standard requires professional office cleaning and facility services that support both appearance and performance.

Modern Class A office spaces feature premium finishes, high-traffic common areas, collaborative workspaces, and shared amenities that demand consistent attention. From lobbies and conference rooms to restrooms and break areas, every part of the building contributes to the overall tenant experience. Reliable janitorial services and proactive facility support help preserve property value while creating a clean, safe, and welcoming environment.

Service Management Systems provides cleaning and facility services for leading Class A office environments, including corporate properties such as CBRE, Papa Johns, ThyssenKrupp, and Truist office buildings. Our teams understand the operational needs of high-performance workplaces and tailor every service program to each client’s specific needs. We work closely with property managers and stakeholders to design customized cleaning plans tailored to building layouts, occupancy patterns, and tenant expectations. This tailored approach allows us to deliver visible, consistent results that support both daily operations and long-term asset care.

At Class A office properties, SMS delivers a comprehensive range of cleaning and facility services designed to support both daily operations and long-term building standards. Our services include:

• Common Area Cleaning & Day Porter Services: Maintaining lobbies, corridors, elevator landings, and shared spaces throughout the day, including vacuuming, dusting, trash removal, and continuous attention to high-touch surfaces.
• Trash and Recycling Removal: Collecting and properly disposing of waste and recyclables from common areas and tenant spaces to maintain cleanliness and operational efficiency.
• Restroom Cleaning and Stocking: Providing thorough restroom cleaning, sanitation, restocking, and ongoing upkeep to ensure hygiene, readiness, and a positive tenant experience.
• Elevator and Vertical Transport Cleaning: Servicing elevator landings and interior cabs to maintain a clean, professional appearance in high-use areas.
• Tenant Space Cleaning: Delivering comprehensive cleaning within office suites, including vacuuming, dusting, sweeping, waste removal, and general workspace upkeep.
• Carpet Care and Floor Maintenance: Performing deep carpet cleaning, extractions, and detailed floor care to preserve the appearance and longevity of flooring throughout the property.
• Break Room and Kitchen Cleaning: Cleaning and sanitizing shared kitchen and break areas, including surface cleaning, waste removal, and restocking support where needed.
• Fitness Center and Locker Room Cleaning: Maintaining on-site gyms and locker rooms through detailed cleaning of equipment, high-touch surfaces, and common areas, including towel service support where applicable.
• High Dusting and Detail Cleaning: Addressing hard-to-reach surfaces and performing detailed cleaning tasks to maintain overall building cleanliness and presentation.

In addition to supporting leading Class A office properties, SMS provides facility services nationwide, backed by a strong divisional structure and a centralized Customer Support Center that coordinates operations across markets. This national infrastructure allows us to deliver consistent service standards, rapid responsiveness, and scalable resources wherever our clients operate. By combining local operational teams with centralized support, SMS ensures every office property receives the attention and expertise needed to best serve tenants and stakeholders.

Effective office facility management requires flexibility and precision. Cleaning programs must work around business schedules, minimizing disruption while maintaining professional standards. SMS uses structured cleaning protocols and scalable staffing models to support daytime and after-hours service. Because each property operates differently, we adjust staffing levels, schedules, and service scope to align with client priorities and operational demands. This flexibility allows property managers and tenants to maintain a polished environment without interrupting productivity.

Technology plays a central role in how SMS supports Class A office facilities. Our SMART System is a proprietary quality assurance platform that provides real-time visibility into performance and is fully transparent to facility management teams. Clients have complete access to everything SMART has to offer, including performance dashboards, task tracking, and reporting tools, and they retain ownership of their data. The system helps identify problem areas, track employee activity and task completion, and generate reporting that supports accountability and continuous improvement. For multi-tenant office buildings, this transparency helps ensure consistent service quality across shared spaces.

As organizations continue to invest in high-quality workplaces, the demand for professional office cleaning and facility services continues to grow. Clean, well-managed environments contribute to employee well-being, tenant satisfaction, and the property’s overall reputation. Partnering with an experienced facility services provider that delivers customized solutions helps ensure that Class A office buildings consistently meet these expectations.

If you’re seeking a trusted partner for cleaning and facility services in your Class A office building, contact Service Management Systems to learn how our experience and technology can support your workplace.

The SMART System

Real-Time Accountability and Transparent Operations

At Service Management Systems, we believe excellent service should always be visible. The SMART System is our proprietary quality assurance platform that gives every partner a clear view of how their facility is performing. It connects inspections, work orders, and communication in one system, so quality can be tracked, measured, and improved in real time.

The SMART System was created to bring consistency to large and complex operations. Every task and inspection is time-stamped, documented, and assigned to a team member. Using built-in tracking, the system also verifies the exact location where each inspection or task is performed. Managers and supervisors can confirm that work is completed in the right areas at the right times, adding an extra layer of accuracy and accountability.

This visibility enables us to stay proactive rather than reactive. When data reveals a trend or a service gap, managers can adjust staffing, scheduling, or training before the issue affects operations. Each decision is guided by facts rather than assumptions.

For our partners, the SMART System provides a level of transparency that builds confidence. Clients have access to reports and dashboards that show current performance and historical data. They know exactly what is being done and when, with clear records to verify results.

Communication is also faster and more direct. Service updates, inspection findings, and maintenance requests are processed instantly, ensuring that the right personnel respond without delay. That clarity helps reduce downtime and keeps facilities running smoothly.

The SMART System supports all industries we serve, including airports, retail centers, K-12 and universities, and entertainment venues. Each site can be customized with specific task lists and reporting formats, while the overall framework ensures accountability remains consistent everywhere we operate.

A few of the core benefits include:

• Verified performance with time and geo-location data
• Faster communication between teams and partners
• Consistent service quality across multiple sites
• Data that drives ongoing improvement

The SMART System is more than technology. It represents the way SMS works: open, efficient, and accountable. It enables our teams to perform with precision, our customers to monitor results with confidence, and our company to continually improve every day.

Holiday Crowds, Clean Spaces

How SMS Supports High-Traffic Facilities During the Busiest Season of the Year

The holiday season brings a noticeable shift across airports and shopping centers as travelers take to the skies and shoppers fill retail spaces. As the season begins in November and builds through December, foot traffic increases, lines grow longer, and facilities must remain clean, safe, and fully operational from opening to closing. During the busiest weeks of the year, reliable cleaning and disinfecting become even more critical, especially as cold and flu season overlaps with peak holiday activity.

High-Traffic Environments at Their Peak

Airports experience some of the highest seasonal demand of any facility type. Passenger volume increases, security areas move continuously, restrooms stay in constant use, and high-touch surfaces are handled by thousands of people each day. Shopping centers see a similar surge as families, tourists, and last-minute shoppers move steadily through entrances, corridors, food courts, and restrooms. These environments require consistent attention, rapid response, and proactive surface care to support both safety and appearance during the height of the season.

To match this increased demand, standard SMS procedures focus on adjusting schedules and coverage to align with peak traffic periods. Some properties utilize increased traffic hours during the holidays, while others bank hours throughout the year to support heavier seasonal demand based on contractual structure. This flexible approach enables SMS teams to ensure facilities receive comprehensive coverage during peak times without disrupting long-term staffing plans. Crews remain visible and responsive, addressing spills, trash overflow, and high-use zones as crowds fluctuate throughout the day.

Cleaning for Cold and Flu Season

Cold and flu season adds another critical layer to holiday operations. With more people moving through public spaces during the winter months, proper disinfecting of high-touch areas becomes even more essential. Door handles, railings, restroom fixtures, seating areas, and shared surfaces require frequent cleaning and disinfecting to help reduce the spread of illness. Floor care also plays a key role during this time of year, especially in weather-impacted regions where moisture, snow, and tracked-in debris can quickly create safety concerns.

Technology That Supports Daily Execution

Technology supports this elevated level of visibility and response. Our proprietary quality assurance program, SMART System, enables SMS teams to monitor task completion through geo-tracking, confirm service in real-time, and maintain consistent quality assurance across high-traffic environments. This level of oversight helps teams stay ahead of changing conditions and gives facility partners confidence that cleaning and disinfecting efforts are being verified throughout the day.

School Breaks Create a Different Kind of Demand

While airports and shopping centers see increased crowds during the holidays, schools experience the opposite. As students leave for winter break, SMS teams shift into deep cleaning and project-focused work across classrooms, offices, restrooms, gyms, hallways, libraries, and cafeterias.

Standard break procedures focus on thorough surface sanitizing, floor care, glass cleaning, restroom deep cleaning, and detailed attention to high- and low-touch areas throughout the building. In addition to routine break cleaning, teams also identify site-specific needs, such as carpet staining and floor restoration, and other project work. They then build structured plans with managers and supervisors to ensure everything is ready before students return.

Ready for Whatever the Season Brings

The holiday season brings higher expectations along with higher traffic. Travelers and shoppers notice when spaces feel clean, organized, and well-maintained, especially during the most hectic weeks of the year. A consistently maintained environment supports safer movement, stronger guest impressions, and smoother daily operations when pressure is at its highest.

Whether a facility is welcoming increased public traffic or taking advantage of seasonal downtime for deep cleaning, SMS remains active. While schools may be on break, airports remain busy, shopping centers remain crowded, and SMS teams remain at work across all environments. Through planning, flexible coverage, technology, and consistent execution, SMS helps facilities move through the holiday season prepared, supported, and ready for what comes next.

Bill Coakley’s Vision: The Foundation of Service Management Systems

When Bill Coakley founded Service Management Systems in 1988, he wasn’t trying to build a typical service company.

He wanted to create a place where people worked with purpose, took pride in their results, and supported one another along the way. That idea became the foundation of a company that continues to grow more than three decades later.

The Beginning of Service Management Systems

The first SMS office sat on Murfreesboro Road in Nashville, Tennessee. It was just two rooms, one for Bill and one for his assistant, Angie Dean. Angie had been Bill’s assistant at his previous company, and when he decided to start his own business, she left to continue working alongside him.

“When he told me he was starting his own company, I didn’t hesitate,” Angie said. “He asked me to join him, and I quit my job the next day.”

For the first six months, Bill paid Angie out of his own pocket while the company waited to take on new business. When the time came, they launched with three accounts located in Pennsylvania, California, and Tennessee. It was a small start, but Bill believed that steady growth built stronger roots.

Early employees often traveled for weeks at a time, managing cleaning and maintenance operations at client sites around the country. “Back then you didn’t leave on Monday and come home on Friday,” Angie said. “You stayed until the job was done.” That work ethic helped shape the company’s culture of reliability and teamwork. Everyone pitched in, and everyone understood that quality mattered more than speed.

A Company Built on People and Integrity

From the beginning, Service Management Systems felt different from other service companies. Bill’s focus was never on growth for its own sake. He built relationships with clients and employees through honesty, trust, and follow-through.

Bill led by example. One vendor recalled arriving at a mall late one night to deliver supplies and finding the company’s owner unloading buckets of floor cleaner. Only later did he realize the man beside him was Bill Coakley.

As Angie recalled, “If you didn’t know Bill and you were in a room filled with people, you would never guess he was the founder and president of a company that generated hundreds of millions a year. He was the first to roll up his sleeves and get to work. That’s the philosophy he built into his company.”

That type of hands-on leadership defined SMS. Bill expected high standards, but he also inspired loyalty through fairness and respect. As the company grew, that attitude evolved into what employees today know as the Whatever It Takes culture, a commitment to doing the job right, supporting teammates, and exceeding expectations.

“He did so many things behind the scenes that nobody knew about,” Angie said. “He didn’t want credit. He just wanted to help.”

That sense of humility and service became the heart of SMS. “We called it our work family, and we meant it,” she added.

Adapting and Expanding

Through the 1990s, SMS continued to grow as new clients came on board and existing partnerships deepened. Bill’s ability to listen to customers and his willingness to adapt led to new services and stronger relationships. If a client needed something beyond cleaning, SMS found a way to deliver.

That adaptability helped SMS move into new industries, including healthcare. Hospitals and medical centers needed partners who could bring reliability, expertise, and compassion to their environments. SMS applied its proven systems and people-centered approach to create programs that supported patient safety and infection prevention.

Over time, Service Management Systems became known for its consistent results and dependable partnerships. Each new account reflected the same foundation Bill had set in motion in that small Nashville office: build relationships, deliver quality, and support the people who make it possible.

Carrying the Legacy Forward

Bill Coakley passed away in 2004, but his influence continues to guide Service Management Systems today. The leaders who worked beside him, and the many who came after, still measure success by the strength of their teams and the relationships they build.

Managers mentor their people. Longtime employees train new ones. The same values that defined the company’s earliest years still drive its future. Reflecting on Bill’s leadership, Angie said, “He made you believe you could do more than you thought you were capable of.”

Her own career is proof of that. She began as Bill’s assistant and eventually became a director, continuing the leadership style that shaped her career. “Bill and the leaders who followed gave us those opportunities,” she said. “That’s what makes it special.”

Angie also reflected on the lasting impact of his work: “Bill accomplished more in 48 years than most people could in ten lifetimes.” His leadership didn’t just build a company; it established a culture of service, accountability, and care that continues to shape SMS today.

A Lasting Commitment

From the first floors cleaned in 1988 to the hospital corridors, airport terminals, and retail centers served today, Service Management Systems has remained true to its purpose: to provide clean, safe, and welcoming environments for every person who walks through the door.

Bill Coakley’s legacy is visible every day in the company’s people and their work. The Whatever It Takes spirit he inspired continues to define how SMS serves its partners and supports its employees.

That commitment remains at the heart of who Service Management Systems is today.

5 Reasons Airports Should Outsource Their Janitorial and Maintenance Services

Airports never stop moving, and neither do the people who work in them.

From the first travelers lining up for early morning flights to the last passengers picking up their bags late at night, activity is constant. Behind the scenes, a tremendous amount of effort goes into keeping terminals clean, safe, and welcoming.

For many airports, outsourcing janitorial and maintenance services is the most efficient way to maintain high standards. Partnering with a trusted provider like SMS ensures your facility benefits from trained staff, proven systems, and reliable support while freeing your team to focus on broader operations.

Here are five reasons SMS is the right choice for your airport.

1. We’re Industry Experts

Janitorial and maintenance is not a side service for us, it is our specialty. For more than three decades, SMS has focused exclusively on large public-facing facilities, including airports, hospitals, arenas, shopping centers, schools, and more. Our training, processes, equipment, and people are designed with the demands of high-traffic environments in mind.

Good people are our most important asset. We hire individuals who are hard-working, conscientious, and personable, then give them the training and tools to succeed. From day one, new hires learn that cleaning for health and safety requires specific methods to reduce germs, prevent slips and falls, and protect everyone who uses your airport.

Training does not stop at onboarding. Employees receive continuous instruction to stay current with evolving standards and best practices. Our investment in modern, environmentally friendly equipment and supplies ensures every task is done efficiently and effectively.

Supporting our front-line staff is a team of subject matter experts and executives with decades of combined experience. Their knowledge covers HR, quality assurance, safety training, compliance, and operations. This depth allows us to respond quickly to challenges without airports needing to divert their own teams or hire outside consultants.

Safety is built into every process. Our programs focus on preventing accidents, reducing liability, and ensuring compliance with all OSHA standards. From using the right equipment to following proven cleaning techniques, our teams work with safety in mind at every step. By reducing hazards and maintaining high standards, we help create a cleaner, healthier, and safer environment for both passengers and employees.

2. Technology that Works for You

Our proprietary SMART System is one of the most advanced tools available in facility services. This in-house quality assurance platform provides real time visibility into the work being done across your airport.

Every SMS employee carries a work-issued device running the SMART application. Tasks are logged as they are completed, capturing who performed the work, when it was done, and where it took place. This creates a reliable service record that both SMS and airport management can access at any time.

Geo-tracking is a key feature. A live map divided into zones shows exactly where work is happening and how often each area is serviced. This makes it easy to identify high-traffic spots and ensure staff are deployed where they are needed most.

SMART System also generates detailed reports that can be tailored to your priorities. Whether you need daily updates on restrooms, weekly inspection results, or quarterly reviews, the data is available on demand. Dashboards provide instant access to trends and metrics that help improve decision-making.

Travelers can even provide feedback directly through QR codes posted in restrooms and other high-use areas. Their input creates work tickets that are tracked until resolution, with response times measured for accountability.

No other provider offers a system as comprehensive, and because it is built in-house, SMART System continues to evolve with the needs of our customers.

3. Service with the 5 E’s of Engagement

Airports are filled with people who may be rushed, tired, or stressed. Small interactions can make a big difference in their experience. That is why SMS trains employees in the 5 E’s of Engagement: Eye Contact, Ear-to-Ear Smile, Enthusiastic Greeting, Engage, and Educate.

These steps are simple but powerful. A smile or a friendly greeting can ease tension. Taking a few seconds to engage with a traveler shows they are noticed. Educating passengers by pointing them toward the right gate or explaining how to find a shuttle creates positive moments they will remember long after their flight.

The 5 E’s are part of our culture. They are reinforced in training, modeled by supervisors, and supported by leadership as an everyday expectation. For airports, this means the people responsible for keeping facilities clean also play a role in creating a welcoming environment for travelers.

4. Support Built into Your Services

With SMS, you get more than a front-line team. Our service model includes layers of support that ensure consistency, accountability, and rapid response.

On site, your airport is served by dedicated supervisors and managers who oversee daily operations. They are backed by a divisional leadership team that provides additional oversight and coaching. Beyond that, our Nashville headquarters provides centralized expertise in HR, payroll, IT, legal, compliance, and more.

This structure means airports benefit from the resources of a large organization without needing to stretch internal staff or hire additional third parties. Our corporate Customer Support Center includes specialists in risk management, finance, marketing, and technology, ensuring every part of your program is covered.

Smaller providers may deliver staff, but they cannot match this depth of support. With SMS, it is part of the package from the start.

5. Whatever It Takes

SMS was founded on the philosophy of doing “Whatever It Takes” to serve our customers. For airports, this means handing off the responsibility of janitorial and maintenance so leaders can focus on the complexities of running an airport.

We handle staffing, training, supervision, scheduling, equipment, and supplies. Our employees and managers take care of the daily details so your team can concentrate on passenger flow, security, and operations.

Doing “Whatever It Takes” also means stepping up when challenges arise. Our people are committed to solving problems quickly, adapting to new demands, and going beyond expectations. Backed by values of honesty, integrity, hard work, and appreciation, we build long-term partnerships grounded in trust.

When you work with SMS, you gain more than a vendor. You gain a partner that takes ownership of your janitorial and maintenance program, freeing you to focus on delivering a safe, efficient, and positive airport experience.