february 2025 | ISSUE: 0021

XCLUSIVE INSIGHTS

The monthly employee newsletter for Xclusive team members across the nation.

Congrats To Our Newest Regional Service Managers!

We are thrilled to share the following Service Team promotions:

Congratulations to Amayrani De La Cruz, who has been promoted to Regional Manager, Houston! We’re deeply appreciative for her constant support and prioritization of our customers and Team Members. Amayrani’s direct reports will stay the same and she will continue to lead her Southwest Regional team under the direction of Jessica Espinoza.

Congratulations to Angel Aparicio who will now lead our Dallas-Fort Worth-Irving teams as Regional Manager! Angel has been instrumental in recruiting and training our North Texas teams, we look forward to watching his success in his next chapter with Xclusive. Angel’s direct reports will stay the same and he will continue to lead his Southwest Regional team under the direction of Jessica Espinoza.

Lastly, we offer our congratulations to Oscar Oreffechi on his promotion to Regional Manager! Oscar has prioritized the employee experience while building incredible relationships with our customers in one of our largest national markets, Orlando. Oscar will assume his direct reports in addition to managing all Area and District Managers in Tampa, Naples, and Jacksonville. Oscar and his Southeast Regional teams will remain under the direction of Yuritza Malloch.

Please join us in extending our significant appreciation and support to these individuals and their teams.

A MESSAGE FROM OUR CEO, NICOLE BEALL

Celebrating Our Outstanding Net Promoter Score Achievement!

We are thrilled to announce that our recent Net Promoter Score (NPS) survey, conducted by Butler Street Consulting, has yielded exceptional results, reflecting the dedication and excellence of our team in delivering unparalleled service to our clients.

What is NPS?The Net Promoter Score is a widely recognized metric used to gauge customer loyalty and satisfaction. It is determined by asking clients a single question: "How likely are you to recommend our company to a friend or colleague?" Responses are rated on a scale from 0 to 10 and categorized as follows:

Promoters (9-10): Loyal enthusiasts who will keep buying and refer others, fueling growth.Passives (7-8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.Detractors (0-6): Unhappy customers who can impede growth through negative word-of-mouth.

The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a score that can range from -100 to 100.

Here’s how Net Promoter Scores are typically categorized in terms of performance:Below 0: Needs Improvement – More detractors than promoters, indicating serious customer dissatisfaction.0 to 30: Good – Indicates a positive customer sentiment, but with room for improvement.30 to 50: Great – A solid level of customer loyalty and satisfaction.50 to 70: Excellent – A strong indicator that customers are highly satisfied and loyal.70+: World-Class – Considered best-in-class, with extremely loyal customers who actively promote the brand.

In our survey, we achieved an impressive NPS of 59.2, with 72.4% of respondents identified as promoters.With an NPS of 59.2, Xclusive Services falls into the “Excellent” category, placing us ahead of many major brands in the hospitality industry. This score signifies that a majority of our clients are not just satisfied but are enthusiastic supporters of our services.

SOME IMPRESSIVE HIGHLIGHTS• Contacts that have been doing business with Xclusive for less than 1 year have the highest NPS (71.4), followed by 5 to <10 Years (61.9), and 10+ Years (61.5). This indicates a world class onboarding process, we should all be proud of.

• Of those properties that have an “exclusive” or “preferred” relationship with hiring from Xclusive we scored 75 and 72.7 respectively!

• Our highest revenue customers of (250K > Over 1 Million) saw an NPS of 76.2-83.3!

MORE TO COME!
We wlll be discussing these findings in more details soon, as well as disclose the specific feedback we received from each property. Because we are always Chasing Excellence at Xclusive, there are also plenty of opportunity to turn our Passive customers into Promoters in the next year!

RECRUTING NEWS

Online Applicant Leads Form Is Live on the XS Site!

Great news! The Marketing team has successfully reconnected the Online Applicant Leads Form to ensure that inquiries from potential team members are directly sent to Jason Nutile for immediate review. Since this update, we’ve been receiving an impressive 5–10 applicant inquiries per day! Many of you have already seen email notifications from Jason, where potential applicants are BCC’d to the branch leaders based on their location of interest.

So, what should you do when you receive one of these emails? Glad you asked!

Step 1: Contact the Applicant

As soon as you receive the inquiry, reach out via email or phone to introduce yourself and assess whether they are a good candidate for employment. If they seem like a strong fit, proceed with scheduling an interview and providing an application.

Step 2: Set Expectations

As a flex staffing company, we are always looking for great talent, but we may not have an immediate opening for every applicant. It’s important to set proper expectations—let them know that in the hospitality industry, a calm and patient demeanor is key, and we appreciate their patience throughout the onboarding process.

Step 3: Report Hires to Marketing

Here’s where your help is critical! We are already seeing success stories—for example, Ivannia Green in New Mexico let me know she has already hired an online applicant and put them to work!

To help us track our success, please notify Marketing whenever an online applicant is hired. This data will be used for monthly reporting and will help us refine our recruitment strategies.

What’s Next? More Recruiting Tools Coming Soon!

The Marketing team is working on an online portal that will house printable PDFs for recruitment flyers and pull-tag postings with a QR code linking directly to the applicant form. The more we distribute these in our communities, the more qualified applicants we’ll receive.

Let’s work together and keep growing our team! 🚀

Always Ask for the Endorsement!

Our Growth and Service teams are the frontline of our business, and we know the relationships you build with our customers are invaluable. That’s why we want to encourage you—when speaking with a customer who is fully satisfied with our team’s work—to ask for a referral or testimonial about their partnership with Xclusive Services.

Why Do Endorsements Matter?

A strong referral speaks volumes to potential clients, especially in industries where trust and reliability are key decision-making factors. A perfect example of this is our Dining Services expansion in Houston. Thanks to Jose Saldana and Amayrani De La Cruz, we secured amazing referrals from two of Houston’s top Executive Chefs. These endorsements are powerful tools, helping us showcase the quality of our food and beverage services to non-hotel properties.

How Can You Help?

As we work to expand our presence across all service categories, think about who in your network could provide a strong testimonial or referral.

Janitorial Services – Can the head of janitorial speak to our team’s cleaning expertise?
Landscaping & Maintenance – Can a Director of Utilities or Grounds Maintenance highlight our landscaping and facility support?
Staffing Excellence – Can a department head vouch for our reliable, professional team members?

Let’s Make It Happen!

Every referral strengthens our reputation and helps us grow. So, the next time a customer praises your team’s work, don’t let the moment pass—ask for the endorsement!

Who’s ready to step up and make the ask? 💪🔹

Welcome Karla Dougherty!

We are thrilled to welcome Karla Dougherty to our Senior Leadership as the new Chief Customer Officer!

Staying true to our core value of being Service Obsessed, Karla brings a wealth of expertise and passion to lead us in better understanding our customers' needs. With over 17 years of experience in the staffing industry, Karla’s impressive track record includes recruiting, operations, sales, and account management. Her deep relationships in the hospitality sector and commitment to “people first” leadership will play a vital role in fostering even stronger connections with our current and future customers.

Originally from Nicaragua, Karla started in service as a member of Intercontinental Hotels Group. Karla's career includes consulting and training staffing firms nationwide as a Principal at Butler Street Consultants, as well as multiple sales and service roles at Hospitality Staffing Solutions. Her active involvement with American Staffing Association, Staffing Industry Analysts, and John Maxwell Leadership underscores her dedication to personal and professional development.

Please join us in giving Karla a warm welcome to Xclusive Services!

XCLUSIVE SHOTS OF THE MONTH

XCLUSIVE TOWNHALL LIVESTREAM JANUARY 23rd, 2025

Compliance and quality report

It's the most...taxiest time of the year!

If a team member is requesting a copy of their W-2 due to an address change, here are several options they can use to request it:

Online Portal: https://xclusivestaffing.com/w2-request/

Email Request: They can email us at w2requests@xclusiveservices.com

In Person Request: The team members can go into local branches and request a form- Using the attached form:

A17 W2 Request Form Eng..pdf

A17 W2 Request Form Spn..pdf

Friendly reminder: All W-2 requests will be sent by mail to the team members address, We are unable to send them by email or fax

HR Report

A Guide Through the Xclusive Service Culture

At Xclusive Services, we believe that how you present yourself and maintain your surroundings speaks volumes about who you are—and who we are as a team. Together, we create a culture of professionalism, respect, and style. This guide is here to help you navigate our grooming and office facilities standards with ease and a little fun along the way. Your appearance sets the tone for your day and the impression you leave. We’re aiming for polished and professional. Think *"red carpet ready" meets *"business casual cool."

Shoe Savvy

Do: Closed-toe shoes.
Don’t: Canvas or athletic shoes.

Pro Tip: "Save the sneakers for your weekend marathons!"

Clothing Cues

Yes to: Tailored, professional outfits.
No to: Tank tops, halter tops, shorts, or leggings. Clothing should be solid and stylish—no translucent or cutout sections except on arms or neck areas.

Hair & Face Flair

Hairstyles: Professional and in good taste.
Beards & Mustaches: Clean, well-trimmed, and neat.
Makeup: Subtle and polished.

Jewelry & Tattoos

Jewelry: Conservative and non-distracting.
Tattoos: Cover visible excessive tattoos during work hours.

Fragrance Focus

Keep it light: Subtle scents leave the best impression.

Pro tip: "Moderation is key. Less is more when it comes to perfume!"

Office & Facilities Etiquette: Keep It Clean, Cool & Open!

Open Door Policy

· We understand the unique situation our current corporate office space presents, but we do have an “open-door” policy at Xclusive Services

· For fire and safety reasons, any office with more than one person occupying it should have its door propped open.

· If privacy is required for a meeting or phone call. The door may be temporarily closed with a sign explaining There is “A Meeting in Progress” (We will provide a sign for all office areas)

Clean Space, Clear Mind

Keep desks tidy and organized.
Dispose of trash properly.
Wipe down shared surfaces after use.

Safety First, Always

Follow emergency protocols.
Report hazards immediately.
Use equipment safely.
Avoid candles, or any potential fire hazard.

Pro tip: "No capes needed for safety heroes!"

Have questions about grooming standards or facilities guidelines? Need an accommodation? Contact XS Human Resources—we’re here to help.