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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