By Denis Sheehan, Publisher, H&C News: George’s focus on people for more than three decades sees record retention rates.
George Baffoe, Operations Director, TWO Services
We are hearing from many operators we know well how they find working with the TWO Services cleaning and maintenance team a pleasure, as well as efficient. So, we sat down with Operations Director George Baffoe to learn about his role and how he operates the cleaning teams.
Having been part of the TWO Services team for well over three decades, George Baffoe plays a vital role in overseeing the work of the cleaning teams.
Baffoe started with the Two Services as a cleaner himself 30 years ago, so he knows first-hand just how challenging yet fulfilling this job can be.
Tell us a little about the work you do for TWO Services.
“I am responsible for looking after our commercial cleaning teams in our South division.
“I often oversee more than 20 team members on any given day at various sites across the country, including locations in London, Birmingham, Wales, and even as far as Penzance in Cornwall.
“I don’t have a typical 9 to 5 routine. In fact, I am on call 24/7 to assist our teams and our clients, whenever they need me. I need to be on hand to deal with any challenges, even if we encounter problems out of hours – for example, during overnight cleans. I also help to arrange travel and accommodation for our London-based staff who need to travel to cleans that are further afield.
“For me, it’s not just a job, it’s a way of life – and it’s been like that for more than 30 years.”
What kinds of clients do you work with?
“We mainly service catering companies, as well as schools, and office buildings with catering facilities. Having worked for TWO for so long, I have excellent relationships with our clients. I’ve been supporting some of these businesses for many years, and we have got to know each other on a personal level, which is a privilege.”
How do you think TWO differs from other commercial kitchen cleaning companies?
“Firstly, we are committed to finding talented cleaners, and we won’t settle for anything less than the best.
“We don’t operate in the same way as an agency. We train and monitor our in-house staff all the time to make sure they are giving their all and completing our cleans to the highest standards.
“A big part of my role is sourcing new cleaning professionals to ensure we always have the resources we need, particularly over the summer, which is our busy season. I much prefer to meet candidates in person so I can make sure they are the right fit for the job, so you will often find me networking and attending meetings with potential recruits. I’m always looking out for new team members and happy to answer any questions they may have.
“Secondly, we work to pre-determined specifications, which means we always deliver exactly what we have set out to do. Our cleaners will bring documentation to site that outlines precisely what needs to be achieved during the job, along with a clear mission statement, and they are trained to go by what is written. Following this process also allows us to ensure all our work remains compliant, and any health and safety issues are taken seriously, which gives our clients excellent peace of mind.
“Aside from this, I can say with confidence that TWO always goes the extra mile to look after its people. We treat our teams with the utmost respect and make sure they have everything they need to succeed. This extends to ensuring all zero hours staff are moved onto permanent contracts once they have passed their trial period with us. Management and I are always trying to find ways to give something back, because we appreciate the hard work of our cleaners, and we want them to enjoy the best work/life balance possible.”
What do you do when you’re not working?
“I am a keen gardener, and something of a DIY enthusiast. I love socialising at the weekends and catching up with large groups of family and friends. Due to the nature of my role, however, I rarely ‘switch off’. I have been known to answer calls and help my team even when I’m on holiday. Luckily, my family is used to it.”
It was a pleasure to sit down and talk with George, as we have done with other members of the TWO Services team.
Earlier this year we sat down with Margarita Dickson, Divisional Director, TWO Services.
TWO Services are a business that focus on people, they have done now for more than three decades, and that focus is very much paying off for them and their clients.
Thank you for your time George it was a pleasure