Building operational excellence through peer‑led training
In the competitive world of facility services, hospitality and customer experience differentiate vendors from true partners. In the janitorial space, there is no role more visible to deliver customer service than a day porter.
The generic definition of a day porter is an on-site staff member who provides continuous cleaning, maintenance, and support during business hours, focusing on high-traffic areas, restrooms, lobbies, and responding to immediate requests or needs.
But in a commercial high-rise, corporate campus, or elementary school, a day porter must be so much more than that.
“Day porters are at the forefront of any janitorial service program, playing an integral role in maintaining a healthy environment but also serving as a welcoming ambassador to the building,” says Todd VanOpdorp, CCS Facility Services Chief Operating Officer. “They become a familiar and trusted presence, developing relationships with tenants and guests by delivering thoughtful, caring service. They are there to serve and represent the building in the highest regard possible.”
Day porters are often the first—and sometimes only—representatives of the cleaning company that building occupants encounter, making their attitude, professionalism, and helpfulness critical to the company’s reputation. Special people are chosen for day porter roles.
A Unique Opportunity to Elevate Teammates Among Their Peers
CCS Facility Services recognized that experienced day porters are the ideal trainers for teammates new to the day porter role, and in 2025, the company launched a Day Porter Hospitality Training program. This unique training brings together cohorts of day porters to discuss the importance of their role, best practices in delivering great service, and, most importantly, day porters hearing from one another.
The training program is centered on our five core values: Commitment, Professional Integrity, Accountability, Continuous Improvement, and Excellence. Day porters are taught to embody these principles in every interaction. This value-driven approach ensures that every day porter is not just a cleaner, but a true ambassador for the company and its clients.
Hospitality in Action: Practical Skills and Mindset
Our innovative training goes beyond theory, providing actionable guidance for delivering hospitality:
- Personalized Service: Learning tenants’ names, engaging in appropriate conversation, and anticipating client needs are all part of the training. Porters are empowered to offer help proactively and resolve complaints thoughtfully.
- Building Knowledge: Porters are trained to know the property well, so they can assist with directions or answer questions confidently.
- Courtesy & Welcoming: Porters are coached to smile naturally, make eye contact, and greet tenants warmly. The “10-5 rule” encourages porters to smile at 10 feet and greet at 5 feet, ensuring every interaction is welcoming.
- Professional Appearance: Porters are expected to maintain impeccable attire and hygiene and are reminded to avoid distractions, such as cell phones, and to always be alert and present.
The Ultimate Goal: Making Customers Smile
Every aspect of the day porter hospitality training is designed with one goal in mind: to make customers feel special and put a smile on their faces every day. By investing in thoughtful training, we ensure that our day porters are not just workers, but hospitality professionals who elevate the customer experience and set the company apart.
Jesus Guerrero, Regional Vice President, who began as a day porter himself, shares, “By fostering genuine connections, whether through acts of kindness or problem-solving, day porters create meaningful relationships that turn everyday interactions into lasting relationships.”
Day Porters as Company Representatives
Day porters are the face of both the building and CCS Facility Services. Their conduct, appearance, and attitude directly influence how clients perceive our entire company. While of course proper cleaning and safety are essential, so are friendliness, attentiveness, and a genuine desire to help. A single positive interaction can strengthen client relationships and enhance the building’s image.
“Incredibly impactful in these training sessions was the awareness we could see dawning on these teammates: they were chosen as day porters because they inherently understood the importance of customer service,” Todd adds.
Watching them trade stories across the table, demonstrating pride in their work and the relationships they’ve formed, was an emotional experience.
These teammates understand that they are part of the family at the facility—in addition to being part of the CCS family—and that their work truly matters to every person in their buildings.
CCS Facility Services is proud to lead the industry by redefining what it means to be a day porter. Through thoughtful, practical, and value-driven training, we strive to turn everyday interactions into moments of hospitality, making every building a place where people feel welcome and cared for.
