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Kellie M.Shotwell, Executive Vice PresidentIn the world of hospitality, the difference between a good event and a great one lies in the details. It’s the perfectly timed service, the smile that makes every guest feel special, and the seamless coordination behind the scenes.
And behind it all is SMS Staffing SolutionsSMS Staffing Solutions, the company dedicated to ensuring that every event runs flawlessly, elevating ordinary moments into extraordinary memories.
Gregory Aaron, Director of HospitalityAlthough a household name in the hospitality industry, the story of SMS Staffing Solutions began far from it. Originally focused on security and janitorial staffing, the company evolved during the 2008 automotive downturn and expanded its services. With the auto industry suffering, its leadership turned its attention to a thriving sector: hospitality. What started as a single-client operation quickly blossomed into a full-fledged hospitality staffing agency.
“We never planned to be a hospitality staffing company,” says Kellie M. Shotwell, executive vice president. “But when we saw an opportunity to serve an industry that values excellence, we knew we could do it better. And we’ve been doing that ever since.”
Today, the company focuses on quality staffing, not quantity, creating a team of professionals who understand the nuances of hospitality and the importance of personalized service.
Training with a Personal Touch
What truly sets SMS Staffing Solutions apart is its commitment to both clients and staff. The company doesn’t just recruit employees; it builds relationships. Each team member goes through a comprehensive orientation that sets the stage for success.
Gregory Aaron, director of hospitality, explains, “We take the time to get to know every employee personally. We want them to understand not only the job but also the level of care and attention we expect from them.”
From the first meeting to ongoing training, the SMS Staffing Solutions ensures that every employee not only meets the technical requirements of their role but also embodies the company’s core values: professionalism, attention to detail, and the importance of delivering exceptional customer service. The team is trained to handle high-pressure moments with poise, ensuring that the guest experience remains flawless at all times.
And it’s not just about the job—SMS Staffing Solutions supports its employees in real ways. Many workers, particularly those facing hardships, have received bus tickets, uniforms, and other resources to help them focus on doing their best work.
“We invest in people, and they invest in us,” says Shotwell. “It’s not just about staffing; it’s about creating opportunities for people to grow.”
From Struggles to Success
SMS Staffing Solutions’ employees are not just workers— they are people with stories. Many have faced challenges that go beyond a simple lack of work experience. Some have come from shelters, others are single parents in need of flexible work schedules, and many are seeking a second chance. Through SMS Staffing Solutions’ training, guidance, and support, they have been given the opportunity to rebuild their lives.
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We take the time to get to know every employee personally. We want them to understand not only the job but also the level of care and attention we expect from them.
One of its early success stories is a fine-dining server who, after gaining experience with SMS, was promoted to a management role at a banquet facility
“I never would have gotten that position without SMS Staffing Solutions,” she says. “They gave me the experience and confidence I needed to succeed.”
These kinds of success stories are common at SMS Staffing Solutions. Employees who came to the company with little hope have gone on to secure stable positions, buy their first homes, and even start their own businesses. SMS Staffing Solutions gives them not just a job, but a chance to thrive.
At SMS Staffing Solutions, it’s not just about filling positions—it’s about creating seamless, memorable experiences for clients. That’s why Aaron and the rest of the leadership team are hands-on, regularly attending events to ensure that every detail is taken care of. His role extends beyond oversight; he ensures that employees are delivering the highest standard of service, with the personal touch that SMS Staffing Solutions is known for.
“We don’t just meet expectations; we exceed them,” says Aaron. “It’s about ensuring every guest feels special, and every event goes off without a hitch.”
Adapting to Change
The hospitality industry is constantly evolving, and SMS Staffing Solutions has evolved with it. After the pandemic, the industry faced unprecedented challenges. However, SMS Staffing Solutions quickly adapted, refining its recruitment, training, and retention strategies to meet the changing demands. While new agencies have entered the market, SMS Staffing Solutions stands apart by maintaining its personalized approach, ensuring that every team member is well-trained, reliable, and committed to delivering outstanding service.
In the face of these challenges, SMS Staffing Solutions has also become a leader in community engagement, working to connect employees with local resources and opportunities. As a minority-owned business with strong human rights certifications, SMS Staffing Solutions remains committed to fostering an inclusive and supportive work environment.
As Detroit’s hospitality scene continues to thrive, SMS Staffing Solutions is preparing for the next chapter. The company plans to expand its training programs, including certification options, to help employees advance into leadership roles. The aim is to create an internal pipeline of talent, ready to meet the rising demand for high-quality service in the city’s growing hospitality sector.
“We’re excited about the future,” says Shotwell. “Detroit is booming, and we’re right in the center of it all. There are so many opportunities, and we’re ready to take on the challenges and grow with the city.”
The Gold Standard In Hospitality Staffing Partnerships
Hospitality leaders operate in an environment where brand perception is shaped in moments. A gala dinner, a casino floor, a conference reception, or a wedding banquet can elevate or erode a reputation based on the performance of frontline staff. Executives responsible for hospitality staffing partnerships understand that labor is not a commodity line item but a visible extension of their brand. The right staffing agency must do more than fill shifts. It must protect the guest experience, reinforce service standards, and reduce managerial burden.
The market has shifted in recent years. Digital platforms and app-based labor pools promise speed and scale, often reducing staffing to a transactional exchange. While such models may address last-minute gaps, they frequently leave quality control to chance. Hospitality environments demand more discipline. Staff must present correctly, understand service etiquette and adapt to the tone of each venue. An agency that cannot verify skill, assess demeanor and reinforce standards in person introduces unnecessary exposure for operators whose margins already depend on repeat business and positive reviews.
Reliability sits at the core of any viable partnership. Show rates and backfill capabilities directly affect event continuity. Agencies that simply dispatch names without layered confirmation processes force venue managers into contingency mode. A credible partner plans further in advance, confirms repeatedly and anticipates drop-offs before they affect the floor. That level of oversight preserves staffing ratios and protects the guest journey from disruption.
Training depth also separates credible firms from opportunistic entrants. Hospitality is not interchangeable with general labor. Fine dining service, banquet pacing and bar operations require specific competencies and situational awareness. Beyond technical skill, staff must understand presentation, guest interaction and recovery when minor mistakes occur. An agency that invests in structured orientation and ongoing development creates personnel who reflect venue standards rather than merely occupy space.
Equally important is leadership presence. Remote coordination has limits in environments where timing, attire and conduct are highly visible. On-site oversight from the agency adds a layer of accountability, relieving venue management from micromanaging temporary teams. When an agency representative monitors grooming, uniform compliance, and service flow, operators can focus on clients and revenue rather than on corrective interventions.
SMS Group of Companies illustrates how these elements can converge into a disciplined model. Through its hospitality staffing division, it recruits for industry experience and supplements talent with internal training to align staff with client expectations. It conducts in-person orientations before any assignment, establishing mutual expectations and reinforcing service culture. Its confirmation system engages personnel multiple times prior to each event, which has consistently led to high attendance. The firm deploys on-site leadership to supervise assignments, address presentation issues, and serve as a liaison between staff and the client. It has demonstrated the capacity to scale for large events while maintaining standards, supplying sizable teams for major venues without diluting quality.
For executives evaluating hospitality staffing partners, the decision should center on reliability, structured preparation and visible accountability. SMS Group of Companies presents a mature model grounded in disciplined recruitment, sustained training and hands-on oversight. For organizations that view guest experience as a strategic asset rather than a variable expense, it stands out as a measured and dependable choice.
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Company : SMS Staffing Solutions
ManagementKellie M.Shotwell, Executive Vice President
Gregory Aaron, Director of Hospitality
