 |
| Dennis Pepin/Shutterstock.com |
Linda Marquez, uniform mistress for the corporation, is a quiet, attractive woman in her mid-50’s. Originally from a small town in Illinois, she came to Colorado with a high school diploma and a desire to work hard helping others. After several years attending patients in a state home, Linda decided to take a job in housekeeping. She ended up in Vail, where she has commuted daily for the last 14 years. Her official title is “Seamstress,” but she does much more, skillfully managing uniform disbursement for all of the Sonnenalp resorts in Vail.
MTM: How did you come to this position? What were your qualifications?
Linda: I needed a job, and this one was available. I had worked as a housekeeper in other hotels, so I knew what folks had to do; I had experience as a housekeeping clerk and I understood about what it took to manage people and how important it was to have a clean uniform. I could sew. I’m an organized person. I oversee the uniform, linen, laundry, and storage rooms, so I have to be.
Linda: I needed a job, and this one was available. I had worked as a housekeeper in other hotels, so I knew what folks had to do; I had experience as a housekeeping clerk and I understood about what it took to manage people and how important it was to have a clean uniform. I could sew. I’m an organized person. I oversee the uniform, linen, laundry, and storage rooms, so I have to be.
MTM: You’ve been here ever since?
Linda: Yes. I also think it’s important to have good people skills. I deal with employees every day. Sometimes, I feel like I’m a mother to a zillion kids. Everybody needs things right away; I have to calm them down and help them out. I know how to iron and use the big presses. There’s always a stain or a button missing--something has to be cleaned or fixed.
Linda: Yes. I also think it’s important to have good people skills. I deal with employees every day. Sometimes, I feel like I’m a mother to a zillion kids. Everybody needs things right away; I have to calm them down and help them out. I know how to iron and use the big presses. There’s always a stain or a button missing--something has to be cleaned or fixed.
MTM: Did you need any management training for the job?
Linda: I use a computer, and I make lists. I have to take inventory, of course, and make sure that there’s enough uniforms in stock. I have to plan ahead because some of our vendors only re-stock us once a year, but we’re on a monthly budget. I decide what I need, and give my information to the Executive Housekeeper, who places the orders with the suppliers. I think it’s mostly common sense.
Linda: I use a computer, and I make lists. I have to take inventory, of course, and make sure that there’s enough uniforms in stock. I have to plan ahead because some of our vendors only re-stock us once a year, but we’re on a monthly budget. I decide what I need, and give my information to the Executive Housekeeper, who places the orders with the suppliers. I think it’s mostly common sense.
MTM: I’m amazed that you are so humble about managing 3 different operations and doing as many things as you do!
Linda: All of the employees wear the same uniforms throughout the various hotels. The uniforms differ with specific job descriptions, but all waiters wear the same, all housekeepers wear the same, etc., even though there are different buildings, décor, and staffs.
Linda: All of the employees wear the same uniforms throughout the various hotels. The uniforms differ with specific job descriptions, but all waiters wear the same, all housekeepers wear the same, etc., even though there are different buildings, décor, and staffs.
MTM: Still, it’s a big responsibility and takes a huge amount of planning. How many employees are there?
Linda: About 300. That’s 2 uniforms per employee, which is about 600 uniforms. It varies from season to season. Our heaviest load of help is during the ski season. There isn’t a lot of continuity because many of the employees are either here from Europe on a visa, or they’re students. There are only a few of us who have been here a long time.
Linda: About 300. That’s 2 uniforms per employee, which is about 600 uniforms. It varies from season to season. Our heaviest load of help is during the ski season. There isn’t a lot of continuity because many of the employees are either here from Europe on a visa, or they’re students. There are only a few of us who have been here a long time.
MTM: So how does it work—with “only” 300 employees who come and go?
Linda: We take a deposit out of the employee’s paycheck when he/she comes to work. I inspect each uniform after its weekly laundering—some are washed, some are dry-cleaned. If something’s wrong, the uniform has to be replaced.
I have a tackle box of buttons, and I save pockets. I’ve salvaged entire garments because of a single changed pocket. Our buttons are custom-made from elk horns; they can’t be purchased anywhere, so I hoard them for when one needs replacing. If a uniform is lost, or an employee quits and doesn’t return the uniform, however, he/she pays for it out of the final paycheck. No uniform, no paycheck. I have a file I keep on employees; every month, I submit it to Payroll; we work very closely together and steadily, things are getting better.
MTM: Do you have problems with theft?
Linda: Yes, although not so much. We have lockers and locker rooms, but some employees would go into other people’s lockers and steal their uniforms, so now everyone takes them home. Our uniform room wasn’t secure. Folks would come in to get linens and help themselves to a few shirts on the nearby shelves. Now, I have locked cabinets and gates, I'm sorry to say.
MTM: What actually do your people wear? Does one vendor provide everything?
Linda: The maintenance people get denim jeans and shirts from a department store. We get their embroidered patches from another vendor. We have a supplier which provides us with our stewarding uniforms; we use 2 companies for our chefs—one for embroidery, one for garments; we have a company in Germany which does our banquet and front desk outfits—alpine jackets, vests, skirts. Blouses and jumpers, also from Germany, are for housekeeping. Engineering makes our name badges—we bought a little machine. The men buy their own black pants, white shirts, and accessories.
MTM: Why so many vendors? And you buy retail?
Linda: I don’t make all the decisions where to buy. That’s up to the Housekeeper and the Faesslers. We go where we know we can get good service, quality merchandise at a good price. If a department store has good, economical merchandise in stock, why not buy it? Sometimes they’re backordered; sometimes the uniform suppliers are backordered. When either of them discontinues a style, I have a time trying to replace them!
Linda: We take a deposit out of the employee’s paycheck when he/she comes to work. I inspect each uniform after its weekly laundering—some are washed, some are dry-cleaned. If something’s wrong, the uniform has to be replaced.
I have a tackle box of buttons, and I save pockets. I’ve salvaged entire garments because of a single changed pocket. Our buttons are custom-made from elk horns; they can’t be purchased anywhere, so I hoard them for when one needs replacing. If a uniform is lost, or an employee quits and doesn’t return the uniform, however, he/she pays for it out of the final paycheck. No uniform, no paycheck. I have a file I keep on employees; every month, I submit it to Payroll; we work very closely together and steadily, things are getting better.
MTM: Do you have problems with theft?
Linda: Yes, although not so much. We have lockers and locker rooms, but some employees would go into other people’s lockers and steal their uniforms, so now everyone takes them home. Our uniform room wasn’t secure. Folks would come in to get linens and help themselves to a few shirts on the nearby shelves. Now, I have locked cabinets and gates, I'm sorry to say.
MTM: What actually do your people wear? Does one vendor provide everything?
Linda: The maintenance people get denim jeans and shirts from a department store. We get their embroidered patches from another vendor. We have a supplier which provides us with our stewarding uniforms; we use 2 companies for our chefs—one for embroidery, one for garments; we have a company in Germany which does our banquet and front desk outfits—alpine jackets, vests, skirts. Blouses and jumpers, also from Germany, are for housekeeping. Engineering makes our name badges—we bought a little machine. The men buy their own black pants, white shirts, and accessories.
MTM: Why so many vendors? And you buy retail?
Linda: I don’t make all the decisions where to buy. That’s up to the Housekeeper and the Faesslers. We go where we know we can get good service, quality merchandise at a good price. If a department store has good, economical merchandise in stock, why not buy it? Sometimes they’re backordered; sometimes the uniform suppliers are backordered. When either of them discontinues a style, I have a time trying to replace them!
We can get different things from different companies. We like what each one has to offer, so we vary. We haven’t been able to find anyone suitable in this country who can make our alpine uniforms.
MTM: Is that a problem?
Linda: Yes. We tried to have the Americans make them for us once, but it wasn’t the same shade, cloth, quality, sizing or fit as the Europeans’. So, we import the uniforms from Bavaria once a year. I make an order in the Spring, and the uniforms arrive in the Fall.
MTM: Do you mind the custom uniform vs. ready-to-wear?
Linda: Not at all. It is a long time to wait, but part of that is because it’s overseas. We know what the schedule is, and we follow it. Our uniforms must be exact or it spoils the look of the hotels. The American companies had nothing to offer and their quality was poor.
MTM: What’s your laundry routine?
Linda: We send our wool and German made items to the dry-cleaners, the employees do their own blouses, black pants, and the rest we do here. We maintain a full service laundry.
MTM: Do you ever think about a rental service that will clean your uniforms for you?
Linda: No. We like being able to have what we want, and I can do everything right here.
MTM: How do you size your uniforms?
Linda: To tell you the truth, I don’t know how European and American sizes compare, so I just look at the person and start with that. Most things fit pretty well without alterations. I may have to hem a skirt or pair of pants now and then. That’s about it. I always keep a full set of try-on stock sizes for every garment issued.
MTM: What do you do with specially sized people?
Linda: If a person is tiny, I remake a small size to a smaller size. I always order extra, smaller sizes for that reason. If a person is larger, I fit him/her in a bigger size. I’m careful to keep large sizes on hand. Pregnant women fit in larger sized garments. Dirndl skirts are designed to be full, anyway.
MTM: Do the employees like their uniforms? Is it difficult for the housekeeping staff to work in full-length skirts and long sleeved blouses?
Linda: I think they like them. We have minimal complaints, and certainly no one has quit because he/she didn’t like the uniform.
MTM: What about maintenance?
Linda: When an employee is hired, he/she is told what has to be done regarding uniform care. The manager of each department is responsible for the appearance of his/her employees. If I see a garment that is not appropriate, I immediately phone that manager. Employees are to come to work clean, prepared to greet the public. Department managers have their own uniform specifications that must be met. If a person is dirty, he/she is sent to me immediately.
MTM: The Sonnenalp spans 2 continents and has been in business for 80 years. Do you have any final comments, as to the success of these marvelous hotels?
Linda: Our uniforms set us apart from the other resorts. We’re different, even here in Vail, where it’s like an alpine village. Every area in our hotels has its own unique uniform that brings color, style, and atmosphere.
This is a family-owned business, and I feel like I’m part of the family. I’ve been treated really well. That counts for a lot, and I believe that treatment is passed on to our customers.
MTM: Is that a problem?
Linda: Yes. We tried to have the Americans make them for us once, but it wasn’t the same shade, cloth, quality, sizing or fit as the Europeans’. So, we import the uniforms from Bavaria once a year. I make an order in the Spring, and the uniforms arrive in the Fall.
MTM: Do you mind the custom uniform vs. ready-to-wear?
Linda: Not at all. It is a long time to wait, but part of that is because it’s overseas. We know what the schedule is, and we follow it. Our uniforms must be exact or it spoils the look of the hotels. The American companies had nothing to offer and their quality was poor.
MTM: What’s your laundry routine?
Linda: We send our wool and German made items to the dry-cleaners, the employees do their own blouses, black pants, and the rest we do here. We maintain a full service laundry.
MTM: Do you ever think about a rental service that will clean your uniforms for you?
Linda: No. We like being able to have what we want, and I can do everything right here.
MTM: How do you size your uniforms?
Linda: To tell you the truth, I don’t know how European and American sizes compare, so I just look at the person and start with that. Most things fit pretty well without alterations. I may have to hem a skirt or pair of pants now and then. That’s about it. I always keep a full set of try-on stock sizes for every garment issued.
MTM: What do you do with specially sized people?
Linda: If a person is tiny, I remake a small size to a smaller size. I always order extra, smaller sizes for that reason. If a person is larger, I fit him/her in a bigger size. I’m careful to keep large sizes on hand. Pregnant women fit in larger sized garments. Dirndl skirts are designed to be full, anyway.
MTM: Do the employees like their uniforms? Is it difficult for the housekeeping staff to work in full-length skirts and long sleeved blouses?
Linda: I think they like them. We have minimal complaints, and certainly no one has quit because he/she didn’t like the uniform.
MTM: What about maintenance?
Linda: When an employee is hired, he/she is told what has to be done regarding uniform care. The manager of each department is responsible for the appearance of his/her employees. If I see a garment that is not appropriate, I immediately phone that manager. Employees are to come to work clean, prepared to greet the public. Department managers have their own uniform specifications that must be met. If a person is dirty, he/she is sent to me immediately.
MTM: The Sonnenalp spans 2 continents and has been in business for 80 years. Do you have any final comments, as to the success of these marvelous hotels?
Linda: Our uniforms set us apart from the other resorts. We’re different, even here in Vail, where it’s like an alpine village. Every area in our hotels has its own unique uniform that brings color, style, and atmosphere.
This is a family-owned business, and I feel like I’m part of the family. I’ve been treated really well. That counts for a lot, and I believe that treatment is passed on to our customers.
