Undercover Boss, Season 2, Episode 1 saw Choice Hotels International President & CEO Steve Joyce learn more about his company Sunday night on CBS. The head honcho had wanted to be a CEO of a company since childhood, and is not afraid to be outspoken even as he tries to make his late mother proud. Steve Joyce admitted that he would have to “muzzle” himself during this Season 2, Episode 1 airing of Undercover Boss. Once again, the irresistible sob stories took center stage to make for a compelling ending on the program when the “goodies” are given out.
Undercover Boss, Season 2, Episode 1 saw Choice Hotels International President and CEO Steve Joyce Struggle with Housekeeping Work
As Jack Parker disguised as a TV contestant competing for a job, Joyce first started out working at a 600-plus room Econo Lodge in Orlando. Ricardo, a maintenance worker, showed him the ropes of cleaning the swimming pool area. There was lots of garbage to pick up and scrubbing the pool was hard on Steve Joyce. Since there was no golf cart for them to get around the large hotel, labor time is wasted going from one job to another. Lot of maintenance issues existed, including bad locks. Ricardo has two jobs to make ends meet to keep his kids in college, yet comes across as a happy worker. Joyce stayed at a Quality Suites in Orlando and the elevator jammed on the way up to his room.
On Season 2, Episode 1 of Undercover Boss, the next day saw Steve Joyce at an Orlando Comfort Suites property. He was to clean some rooms with Christina, and he had trouble stocking the supplies to begin with and was sweating profusely doing the housekeeping, making the Undercover Boss admit that he may not be physically able to clean. Christina’s story is that she’s a mother of two, and has a passion for her job. She’d like to be a general manager, yet Choice Hotels International charges her $1,500 for the training, which she can’t afford.
Next, in the Indianapolis area, at the Cambria Suites, Steve Joyce checked on the sales department by playing a sales representative (and called himself “Steve” on one sales call). This brand is having trouble meeting the booking goals. Director of Sales John took him under his wing. He’s been in sales for less than three months, but has a friendly personality and is good with customers. On Undercover Boss, Season 2, Episode 1, the head honcho found trouble at an area Extended Stay. He played a customer checking on the complaints the hotel has received. He found no coffee in his room, and learned he had to buy it at the front desk, which really irritated him.
Steve Joyce of Choice Hotels International Gives Out the “Goodies” on Undercover Boss, Season 2, Episode 1
Later, night shift employee Brandalyn showed Joyce front desk work at the Comfort Suites, and he struggled to balance his cash drawer initially. Brandalyn has to fold towels, take care of the pool, and stock the breakfast area in between her front desk duties. Brandalyn said that Choice didn’t offer her any opportunities, even though there’s Choice University, which she was unaware of. She became a mother when she was young, and was kicked out of her parents’ house. This really put the hook into Steve Joyce of Choice Hotels International, as he constantly brought up how his mother would be proud of the kind of employees that have been featured, and would help them out if she were alive.
During the “goodies” part of Season 2, Episode 1 of Undercover Boss, the President and CEO was very generous. But first, at the board meeting, Steve Joyce told the staff that things have to change, especially about letting employees know about company training as well as address maintenance issues plus making sure guests get free coffee in their rooms.
John impressed Joyce so much that he’s now on the fast track for the global sales force in a year’s time and got $5,000 for some new suits. Christina got paid training for hotel management and a week’s vacation to anywhere in Orlando plus all the attractions she and her kids want to see. Brandalyn was put on the fast track for hotel management and given a week’s vacation in San Antonio, plus six-months of paid rent to help her get her own home. Ricardo’s Econo Lodge general manager was told to address the maintenance issues. Ricardo got his own golf cart for use and his son was the first recipient of the new employee-wide scholarship program.
…And Choice Hotels International boss Steve Joyce committed himself to getting in better shape on the Season 2, Episode 1 airing.
“Choice Hotels International”, Undercover Boss, September 26, 2010, CBS