Eagles' Rest Inn poised to win AF's best - again

  • Published
  • By Airman 1st Class Samuel Taylor
  • 436th Airlift Wing Public Affairs
DOVER AIR FORCE BASE, Del. --  In regards to military lodging facilities: there are those with exceptional staff and beautiful facilities that provide their guests world-class services, comfort and care - and then there is the 2011 Air Force Innkeeper of the Year award recipient, the Eagles' Rest Inn at Dover Air Force Base, Del.

In almost every way, the Eagles' Rest Inn is unique. The facilities are new - less than 15 years old - and house customers visiting the Department of Defense's largest aerial port from the far corners of the world. Whether they are simply passing through or long-term residents, like those assigned to the Air Force Mortuary Affairs Operations Center and the Air Force's only C-5M Super Galaxy crew chief school, guests are treated to a quality stay.

Now, the Eagles' Rest Inn is competing for its second Air Force-wide honor, having been recently named the Air Mobility Command Innkeeper of the Year (small base) for two consecutive years. On June 20, a team from the Lodging Branch, Air Force Personnel Center, Directorate of Services, will tour the Dover AFB lodging facilities to evaluate them for the Air Force Innkeeper of the Year 2012 (small base). Rauchelle Watson, Eagles' Rest Inn lodging manager, believes the Eagles' Rest Inn is poised to sweep the competition again.

"The key ingredient that makes the Eagles' Rest Inn superior to our competition is the value we have in people," said Watson. "We believe that when a guest arrives to our facility, we are to be a home away from home."

The goal of the Eagles' Rest Inn is to make sure guests have a clean, comfortable room, a good night's rest, and a pleasant stay; and to guarantee staff turn-over does not exceed 25 percent by providing training and recognition to employees.

The success of the Eagles' Rest Inn can be largely attributed to the dedication and hard work of the lodging family. The staff consists of 58 civilians and four active-duty members. Michele Barrows, Eagles' Rest Inn housekeeping supervisor, is one of the team members who makes the Inn's mission happen every day. Barrows' staff was recognized as one of the top housekeeping teams in Air Force lodging.

"The training I have received here enabled me to provide the leadership needed to deliver quality housekeeping service," said Barrows. "When we were identified as the AMC Innkeeper Award-winning team yet again, I realized that all my housekeeping training and mentoring paid off. Though the housekeeping team has earned recognition as one of the top in their field, they are just a portion of the team that makes the Eagles' Rest Inn so successful."

The Eagles' Rest Inn receives at least a 95 percent satisfaction rate every month - a testament to the dedication of the employees who were responsible for maintaining 241 rooms, and serving more than 70,000 guests in 2011. Not content to limit their effort to the Inn, staff also assists in maintaining the Fisher House, which accommodates the families of fallen servicemembers being transferred through Dover AFB.

With a track record of success, their efforts seem to be paying off - yet only time will tell if the Inn will earn the AF-wide award once again. The award is presented annually to recognize lodging operations that provide the most outstanding lodging and customer service to Air Force travelers. With a history of doing just that, the staff of the Eagles' Rest Inn feels confident that a second award is within their grasp.

"We believe in what we do: hard work, maintaining standards, and keeping the tradition of serving others as we serve," said Watson. "The [436th Airlift Wing] mission statement is "Deliver;" that is what the lodging team at Dover AFB does 24-7. We proved to be the best in 2011, and there is no reason why we should not be able to deliver again in 2012."