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Highlights of the OCTOBER 2013 Issue

 

ALL-SERVICES LODGING REPORT:

 

 

ARMY LODGING ENTERS NEW ERA

 

SHERYL CLELAND,, Army Lodging chief for the Installation Management Command (IMCOM) Family and MWR Programs (G9) Division, spoke with Military Club & Hospitality about the state of Army Lodging, including the future of the program in the era of privatization.

MCH: How many Army lodges do you run? What are year-to-date revenues in fiscal 2013, and how do they compare with fiscal 2012?

CLELAND: Army Lodging currently operates 24 garrison facilities, consisting of 15 lodges in Europe, five in the Pacific and four locations in the continental U.S. (CONUS). In fiscal 2012, Army Lodging provided 2.1 million bed nights, which resulted in $137.4 million in revenue worldwide, yielding a net income before depreciation (NIBD) of $30.8 million. In fiscal 2013 year-to-date through June, Army Lodging provided 625,000 bed nights, which resulted in $86.6 million in revenue worldwide, yielding a net income before depreciation (NIBD) of -$62.7 million. Results in the FY13 numbers reflect losses associated with PAL (Privatization of Army Lodging) transition costs, taking into consideration the write-off of assets, which includes closed garrison operations and headquarters activity. ...

Read the complete SHERYL CLELAND INTERVIEW ...

AIR FORCE INNS PROVIDE SUPERIOR SERVICE

 

Military Club & Hospitality caught up with Senior Master Sgt. AMANDA ARMSTRONG, USAF, who took over as Air Force Lodging Branch chief in July, after serving for a year as superintendent, Air Force Lodging Branch, Operations Division, Air Force Personnel Center, Directorate of Services, JB San Antonio-Lackland, Texas. She directly oversees the Air Force Lodging Program, which includes 89 Air Force Inns worldwide with over 31,000 rooms, staffed by 6,000 employees, and generating over $289 million operating revenues annually.

MCH: What were the highlights of Air Force Inns during 2012? Were there any initiatives that exceeded expectations? Were there any initiatives that did not meet expectations?

ARMSTRONG: Air Force Inns, much like our sister-service counterparts, has had to learn to deal with defense budgetary constraints including a diminished military Temporary Duty Assignment (TDY) and official civilian traveler budget, resulting in a downturn in occupancy at some locations. We have had to learn to operate within these lean times and still provide the superior service that our guests both expect and demand.

The power of teamwork and how our lodging employees have worked together has exceeded all corporate expectations. Our 89 lodging managers have had to juggle work schedules of employees, temporarily remove rooms from inventory to maintain occupancy rate and, above all, be prudent in their budgetary execution while staying within the established fiscal guidelines. ...

Read the complete AMANDA ARMSTRONG INTERVIEW ...

ANOTHER SUCCESSFUL YEAR FOR NAVY LODGES

 

Navy Lodge Program Director MICHAEL J. BOCKELMAN spoke with Military Club & Hospitality about the program's long-term strategic plan, as well as the continued focus on branding, customer satisfaction and green practices.

MCH: Please bring us up to date on the Navy Lodge Program.

BOCKELMAN: We are implementing branding across the Navy Exchange Service Command (NEXCOM) enterprise, which will create a consistent and seamless customer experience, emphasizing quality, value and savings.

We continue making progress with the rollout of the new lobby designs and functions. The Navy Lodge Program is in the midst of its third year of our long-term strategic reset plan. The key focus of the strategy remains to enhance the Navy Lodge to meet the needs of today's military family and to align with NEXCOM's global vision. ...

Read the complete MICHAEL J. BOCKELMAN INTERVIEW ...

NAVY LODGING PROGRAM SHOWS GROWTH

 

TAMARA DAVIS, Navy Lodging Program manager, Commander, Navy Installations Command (CNIC), spoke with Military Club & Hospitality about the busy year for the Navy Lodging Program, which operates 70 Navy Gateway Inns & Suites (NGIS) facilities, 49 Navy Getaways (NG) and nine Navy Fisher Houses.

MCH: Please provide an update on the standardization of training, including the implementation of the YES! (You're Empowered to Succeed) program.

DAVIS: The Navy Lodging Program's commitment to creating an enterprise-wide culture of service excellence within the NGIS, Navy Fisher House and Navy Getaways lodging program brands continues at full speed ahead. As of September 2013, 63 of 65 NGIS properties have completed the YES! on-site launch. Over 1,500 NGIS and Fisher House employees are currently enrolled in the NLP Learning Management System (LMS) and plans are underway to enroll all 3,500-plus NLP team members by early 2014. Creating sustainable improvements in guest service delivery, while maximizing opportunities to reduce operating expenses, remains a foundational element of the YES! Program, which will be expanded to include Navy Getaways team in 2014. ...

Read the complete TAMARA DAVIS INTERVIEW ...

MARINE CORPS LODGING: BUILDING THE BRAND

 

Military Club & Hospitality spoke with SIDDHI PATEL, Lodging Program specialist, Food, Hospitality, Commercial Recreation & Entertainment, Semper Fit and Exchange Services Division, about the current state of Marine Corps Lodging, including another successful year of building the brand.

MCH: How many Inns of the Corps TLFs do you run? What were revenues in fiscal 2012, and how did they compare with fiscal 2011? How are revenues year-to-date?

PATEL: In fiscal 2012, the Inns of the Corps operated 14 TLFs on 11 Marine Corps installations with total net sales of $23.5 million. The program occupancy grew 4 percentage points to 82 percent. The program average daily rate (ADR) grew $0.47 to $78.19. Revenue per available room (RevPAR), a key industry metric, increased as well by $3.50 to $64.12.

TLF sales in 2012 were down by $1 million, from $24.5 million to $23.5 million, primarily due to the closure and demolition of 87 guest rooms at MCAS Miramar, clearing the way for 102 new guest rooms (MCH September cover story). ...

Read the complete SIDDHI PATEL INTERVIEW ...

COAST GUARD REACHES ALL-TIME HIGH

 

Military Club & Hospitality caught up with GARY SCHEER, director of Morale, Well-Being and Recreation (MWR), Coast Guard Community Services Command (CGCSC), who noted that in 2012, Coast Guard lodging revenues reached an all-time high by exceeding the $4 million threshold for the first time.

MCH: Please talk about the importance of training, from operations to customer service, for Coast Guard lodging professionals.

SCHEER: Training for lodging professionals, and all areas of MWR, is a key element to providing quality programs and services to our customers. In light of the sequestration and budget cuts for travel this year, attending training became even more of a challenge. One type of training that has proven to be very useful is online webinars. Two professional organizations that offer such training are the International Military Community Executives Association (IMCEA) and National Recreation and Park Association (NRPA). The webinars offered through these organizations are pertinent to the challenges and trends currently facing our industry, and some of these webinars offer Continuing Education Units (CEU) toward recertification in our professional field. ...

Read the complete GARY SCHEER INTERVIEW ...