Account Manager
Account Manager
Special Service Assistant Manager
Special Service Assistant Manager
Account Manager
Account Manager
Special Service Assistant Manager
Special Service Assistant Manager
Operations - Janitorial
Level 5 - Management

Area Manager

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Learning objectives to obtain this position



When participants complete the STEPS Operational Excellence training for Area and Account Managers, they will be able to:

Demonstrate how to properly secure workplace with necessary keys, codes and building specific security

Demonstrate how to punch in and out for shifts and breaks on-line via e-Hub or via assigned land line phone

Ensure all direct reports correctly punch in and out and correct missed punches before the pay day cutoff date.

Explain how accurate timekeeping affects budget

Employ the correct types of cleaning chemicals to accomplish specific tasks

Mix cleaning products correctly and efficiently to meet cleaning tasks

Follow proper safety protocol for cleaning supplies

Operate available types of vacuums and chooses the proper one for each task

Differentiate the types of mops and brooms to use based on cleaning surfaces

Identify and effectively use different types of dusting tools, including but not limited to dust rag, mop, bell brush and others assigned

Identify stains and spots on carpet and treat appropriately

Identify fiber type and apply proper chemical cleaning methods

Identify correct bags to use for trash, recycling, and compost

Demonstrate the proper way to empty all available trash bins and compactors

Describe the difference between high and low dusting

Problem-solve basic equipment issues and name who to contact if there are maintenance issues

Demonstrate what a properly stocked closet looks like

Demonstrate what a properly stocked cleaning cart looks like

Demonstrate TECH cleaning run for assigned building

Locate necessary supplies and report to Supervisor when supplies are running low (before completely running out)

Modify work plan to ensure absent employees’ shifts are covered by another person or themselves

Create a work schedule that meets customer, business, and work requirements

Calculate supply usage to determine needs and assemble order request for Area/Account Manager

Demonstrate skills to operate commercial cleaning machines for both carpet and hard floor care

Explain pH and sanitation capabilities of chemicals to employees, clients, and customers

Effectively maintain inventory of supplies at all sites on route for accounts, so cleaners have the tools they need to complete their job

Calculate usage of supplies to determine supply needs

Assemble orders for supervisors and shift leads for all runs

Determine when supplies should be ordered to meet supply and equipment budget and to meet the needs of customers

Detect misses and opportunities in building inspections

Follow up with cleaners and communicate what was missed and how to correct

Differentiate between Walk-Throughs and Formal Inspections to ensure positive reinforcement and redirect behaviors and to meet or exceed customer expectations

Analyze Job Cost Reporting to meet labor budget

Identify discrepancies and ensure costs codes are correct

Review staffing and adjust to meet the needs of business

Use company technology in accordance with company SOP

Identify and develop hi-po cleaners/shift leads and connect them to growth opportunities within the organization

Use QA Audits and communication from clients to resolve customer complaints

Share plan of action with customer in a timely manner

Demonstrates effective customer service skills

Develop and exhibit a leader's mindset

Manages direct reports through feedback and regular 1:1's

Create a work environment where the team actively works towards and achieves goals and results

Share feedback openly and honesty

Demonstrate ability to lead through change

Analyze information using tools and reports to make sound business decisions

Write clear and concise emails to peers, supervisors, and customers

Follow up on open issues and resolve them in a timely manner


When participants complete the STEPS Safety Practices training for Area and Account Managers, they will be able to:

Identify and uses the proper PPE equipment in the workplace to prevent exposure to hazards including but not limited to BBP and chemicals

Identify what to communicate should there be exposure to hazardous chemicals, following all local, state, and federal guidelines

Explain the importance of slip resistant shoes for preventing slips, trips, and falls

Contact the appropriate person should an incident occur and what to do should someone need medical attention

Follow proper procedure when an incident occurs and what to do should someone need medical attention

Communicate with all necessary parties, including, but not limited to injured associate, client, and leader in the event of an incident

Examine sites and apply Marsden Safety Standards when conducting Safety Training and Safety Audits

Complete Marsden Safety 10 classes 1 and 2 and demonstrates and expects safe work practices of entire team

Demonstrate how to conduct safety inspections that meet Marsden Standards using e-HUB

Coach team on when to use tools and job aids to perform tasks safely

Ensures all associates have and wear all necessary PPE to do their jobs safely

Reinforce the importance of slip resistant shoes to prevent slip, trips, and falls and shares communication about shoe discount programs to ensure associates have proper shoes

Execute the proper procedure to report near misses and incidents via e-HUB

Coach associates to complete near miss reporting

Follow up on all open issues, correcting within the allotted time

Maintain MSDS/Safety Data Sheets

Show where the MSDS and Safety Data Sheets are kept

Identify when to use tools and job aids to perform tasks safely

Assess and summarize Safety Audit information in e-HUB


When participants complete the STEPS Leadership and Management training for Area and Account Managers, they will be able to:

Complete the Train the Trainer training and demonstrate proficiency on the job

Employ the "Tell, Show, Do, Review" training process to show leads and cleaners the proper way to clean, download EHUB, clock in and out, use all necessary equipment

Identify cleaners, shift leads, supervisors who consistently exceed expectations and collaborate with their direct supervisor to arrange for career advancement

Conduct 1:1's with direct reports on a regular basis to communicate changes in workflow, safety updates, recognition, and job/career development

Apply coaching basics with all employees to set expectations, reinforce desired behaviors and redirect unwanted behaviors.

Apply Performance Improvement Process and progressive discipline when necessary

Explain all tasks, including how to do them, how long they should take and what may be a unique requirement of the building or run for the cleaner’s assignment

Implement the tell show do review training philosophy

Communicate in specific terms what makes Marsden a better cleaning company

Identify when a PIP (Performance Improvement Process) should be implemented and partner with HR as necessary

Writes PIP (Performance Improvement Process) communications in third person and use only facts specific to the incident or problem

Complete necessary investigation and work with HR and Operations Leader before any suspension or termination

Maintain accurate timekeeping records and communicate correct punching and PTO requests processes

Investigate time fraud; partnering with HR to follow proper coaching guidelines and corrective action if necessary


When participants complete the STEPS Cultures and Values training for Area and Account Managers, they will be able to:

Teach “The Marsden Way” and Core Values to all associates

Lead by example

Recognize role in the LEGS framework and makes decisions with LEGS in mind

Represent Marsden by adhering to dress code and standard of conduct