Working on the 4 Seasons resort in Washington, D.C., Houston Stevens offered helpful providers to a few of the world’s most well-known folks: Michael Jackson, Prince and Whitney Houston, in addition to worldwide diplomats resembling former Israeli Prime Minister Yitzhak Rabin.
After greater than 20 years of expertise on the 4 Seasons, The Mirage and different 5-Star accommodations and meals corporations, Stevens is now instilling a tradition of service excellence at Crothall.
Since becoming a member of the corporate in 2015, he now leads a crew of 46 folks because the Environmental Providers Director at Exeter Hospital in Exeter, N.H. It’s the sixth hospital the place he has labored because the EVS director or assistant director and has helped enhance the usual for affected person and shopper care at every cease.
Whereas it’s a once-in-a-lifetime expertise to satisfy and serve a few of the world’s most high-profile celebrities, Stevens explains why he determined to make a mid-life profession transfer into well being care:
“When a star or a well known particular person will get sick, the place do they find yourself? In a hospital,” says Stevens. “Everybody in a hospital here’s a high-profile particular person to their household and associates. Our work is extra significant. It’s much more necessary work and we’ve an ethical obligation to assist people who find themselves sick.”
Instilling a Tradition of Service
At 6’5” and 230 kilos, Stevens’ presence rapidly instructions consideration. He additionally attire impeccably, carrying well-tailored fits every single day, a few of them custom-made. Raised in Chicago and coming from a close-knit household of 10 kids, he was taught at an early age the significance of at all times presenting himself in an expert method.
“My Dad at all times wore good fits and taught me to seem like a gentleman, that an individual’s presentation may have a direct affect on their status. Many individuals instantly respect a well-dressed particular person. He at all times appeared wonderful and it’s a lesson I’ve at all times adopted.”
His dad and mom additionally taught him concerning the significance of service to others, so careers in hospitality administration and healthcare have been an ideal match.
Over his profession, he’s discovered that any job has its ups and downs. On the 4 Seasons, Stevens understood find out how to right errors to offer friends with an unforgettable expertise, a trait that has served him properly at Crothall.
As soon as an government from The Coca-Cola Firm mistakenly grabbed the mistaken baggage of one other visitor, who was furious when she couldn’t have her baggage on her flight again to New York. After the Coke government realized his mistake and returned the luggage, Stevens raced to the airport and flew to New York, delivering the luggage to the girl’s dwelling on West 57th Avenue in Manhattan not lengthy after she arrived dwelling.
“I arrived at her door with the bags earlier than 12 midday in my full uniform. She instantly smiled and couldn’t consider her good luck. This act turned an sad shopper into one who will keep loyal and at all times do not forget that expertise.”
So, how does Stevens duplicate these experiences within the EVS world? He makes an attempt to personalize EVS providers to sufferers, nurses and others as a lot as attainable. Right here’s an instance.
When making rounds at a earlier job at Morton Hospital in Taunton, Mass., he encountered a affected person who pulled him apart and requested for assist. The affected person had dirty his underwear, didn’t need the nurse to know and had no clear underwear.
After informing the hospital president, Stevens drove to the close by Wal-Mart, grabbed a package deal of boxers and introduced them to the affected person. Stevens recollects the affected person’s reduction and response: “Oh, you went to the shop for me? He was positively ‘wowed’.”
Significance of Celebrating Associates
After arriving at Exeter almost a yr in the past, he labored to instill to determine a tradition of respect, particularly amongst Crothall’s 46 associates. Offering private service — ‘wowing’ a shopper — is one among 4 pillars that Stevens lives by. The pillars are:
Present private service — ‘wow’ your shopper.
Respect: At all times deal with others the way in which you wish to be handled.
By no means settle for what’s unacceptable.
At all times preserve a really excessive customary in all the things you do.
To realize these objectives, Stevens locations a precedence on recognizing the great work of his associates.
There are worker celebrations every to honor those that go “Above and Past” their service to others. Birthdays are celebrated, in addition to HCAHPS unit winners for the month.
Stevens additionally sends a month-to-month e mail highlighting every member of our crew as a part of his “State of our EVS Division.” He additionally offers periodic reward playing cards, plaques of appreciation and “Thank You” statues for excellent service.
“Nothing is extra necessary than a office the place staff are appreciated and revered,” he says. “It’s crucial to deal with folks the way in which they need to be handled. They should know they’re appreciated. I’m continuously sending them notes and reward playing cards to indicate them how a lot I respect what they do for sufferers and workers.”
All of those efforts present up in improved affected person satisfaction scores. In July, the HCAHPS report on cleanliness rose to 86.7. Earlier than Stevens joined in November 2023, it was within the mid-60s. Stevens has achieved comparable leads to his earlier EVS positions.
Making a Distinction for Sufferers
Along with these accomplishments, Stevens helps promote Exeter in the neighborhood. After an area radio host met him on the hospital, she invited Stevens to look twice on her program and phrase about his new-found standing rapidly unfold among the many hospital workers.
He’s additionally been singled out by Exeter President Deb Cresta for making main enhancements in EVS’ efficiency, introducing him to necessary guests together with New Hampshire candidate for governor Kelly Ayotte and US Senator Maggie Hassan to debate how the hospital has improved affected person service. Stevens is humbled by the eye however is happy with his crew’s accomplishments.
“As soon as a tradition of respect and integrity is established, folks will do their finest work,” he says. “And that’s necessary as a result of individuals who aren’t properly want our complete dedication to assist them heal. I consider our service could make a distinction for each affected person.”
