Meet our Services Manager Samantha Tjhung, who manages day-to-day services in the Chevron building in Perth, Western Australia.
Sam oversees all teams and ensures BrewHub’s high standards are always met, both in our direct services (valet, conference, catering and reception) and those supplied by external providers (pest control, first-aid, vending machines and plants).
Here, Sam shares what makes a great Services Manager and the key to delivering the best BrewHub experience imaginable.
1. Always expect the unexpected.
When you provide as many services as we do, there will always be something that needs actioning. One day might be quiet and the next, everything is happening. Last summer, for example, I learnt a lot about midgies. Every day is interesting and different.
2. Recruit the best staff for the best service delivery.
Our service wouldn’t exist if our staff didn’t put in the effort they do. You can have a valet with the mentality of “I’m here to clean the coffee machine and leave”, but BrewHub isn’t about that. Our valets are passionate and truly care. They take great pride in what they do and have terrific personalities that make them a pleasure to be around. (learn more about our valet service)
I’ve only ever heard good things about our valets from the Chevron team. Their service has not been faulted, even though each valet looks after four floors and each floor consists of two coffee machines, dishwashers and meeting rooms requiring sanitiser and hand wipes, plus kitchen hubs that also needing maintaining. Our valets are very busy but consistently deliver up-and-beyond.
Two BrewHub valets setting up catering for an in-house conference day
3. Be a corporate library.
A big part of my role is being a hub of knowledge. A good Service Manager will remember all the operations history in a building, storing daily information so it can be pulled upon when required.
4. Consider your environment and people.
At BrewHub, we don’t just offer a flat service. We bounce off people’s needs and let their activities and behaviours guide us.
Our valets will always stick around and make sure everyone is looked after. It’s that personal touch that separates BrewHub from its competitors.
For example, our valet service offers a 6am start and 5pm finish. This means we’ve got people there from the moment Chevron staff arrive and need a coffee, all the way to when dishwashers are being emptied for the next day. Our valets observe and respond to the habits of the people they work around, and the Chevron team really appreciate this attention to detail.
BrewHub valets tidying and restocking one of the many Chevron office kitchens
5. Be agile and think laterally.
When it comes to our catering services, our job is to make sure food has been correctly ordered, that it’s hot, that it’s served in a timely and hygienic manner. But sometimes we have requests that we’ve never had before, and part of our role is figuring out how to best deliver on these. For example, Chevron recently asked us to put together BBQ packs for the team to cook themselves on the outside BBQs. As with everything we do, we found a way to make this experience happen.
6. Have great relationships with your vendors.
The best external vendors are always in hot demand. We create excellent relationships with all our vendors and catering partners because we understand they’re integral to our success. We can’t maintain our own high standards unless our external vendors also deliver. We really appreciate vendors whose standards align with our own.
BrewHub team (Paul, Amanda, Rigine, Grace, Sam, Casey and Kevin)
7. Be responsive, always.
We’re always quick to respond. It’s our hallmark here at BrewHub. As a Service Manager, I’m aware that having a presence and a fast response time is where a service can really elevate. I’ll always acknowledge a request as quickly as I can, regardless of whether it can be solved straight away.
8. Remember that good communication and collaboration are vital for maintaining quality.
Whether it’s a small thing like changing a type of milk or something far bigger, we all need to be on the same page and communicating constantly. Teamwork is huge for BrewHub. Working together and leaning on each other has been the biggest key to us being able to provide the service the client wants. We’re always looking out for each other and giving a head’s up where necessary.
9. Where possible, stay on the front foot.
We do our best to be on the front foot. We’re only human, but this is where we always aim to be and usually are.
10. Never stop looking forward.
Going forward, I’ll continue to ensure the services we have now are up to standard, but I want to take them above and beyond. This means always improving, always keeping abreast of innovative ideas and finding new ways to elevate. It’s important my role is proactive as well as reactive.
Sam and some of the BrewHub team enjoying themselves once work is done for the day
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