Mission-driven MacDill Inn earns top honors again

  • Published
  • By Tech. Sgt. Victoria Meyer
  • 6th Air Mobility Wing Public Affairs
MACDILL AFB, Fla --  With customer service as its focus, the team at the MacDill Inn ensures every guest is given top priority. That plus much more put MacDill on top again as the Air Mobility Command announced Monday that the MacDill Inn earned the Air Force Innkeeper award in the small base category for AMC and will be competing at Air Force level. 

The Air Force Innkeeper Award recognizes lodging facilities with exemplary customer service, facilities, equipment and procedures. 

"Team MacDill set the standard by consistently providing superior accommodations and customer service beyond expectations. The proud men and women of MacDill Inn are absolute front runners in hospitality and have taken their customer service to new heights," Col. Sharon K. G. Dunbar, AMC Director of Manpower and Personnel, said in a recent e-mail announcement. 

Being the busiest lodging operation in all of AMC isn't easy, and with a staff of only 75, they served more than 73,600 guests in 2006 alone. Because of MacDill's location and facilities, a large portion of those guests are generals and high ranking officials including attendees of the Army Chief of Staff Conference, Phoenix Rally and various inspections and conferences. 

The staff accomplished that with a consistent 98 percent customer satisfaction rating based on customer comment cards and feedback. They also maintain a total of 257 rooms in 11 separate buildings. 

This isn't the first time MacDill was awarded the Innkeeper. In 2003 and 2004 the MacDill Inn won at the AMC level also. 

"It gets really tough at the Air Force level," said Arthur L. Pelletier, the Inn's general manager. "We really gave it all we had this year," Mr. Pelletier said adding that he thinks they have a good chance to win at Air Force level this year. 

They completed several projects including more than $650,000 in renovations since the last time MacDill won the Innkeeper in 2004. The main lodging building and the distinguished visitor lodging got a facelift when they replaced all of the carpet, furniture, appliances and window treatments. The visiting Airman and officers quarters also were updated. Leaking pipes were fixed, ceiling tiles were replaced, interiors and exteriors were repainted and a new air conditioning system was installed. 

In January 2006, they started a benchmark program to provide toys to the children in the Temporary Lodging Facilities on a check-out basis at the front desk. They also set the standard for AMC with their pet-friendly policy by making five TLFs and two bungalows ready for families arriving with pets. 

"Our lodging operations has such a strong customer service focus and all of our people, all throughout Services, really understand what they do for MacDill and our visitors is important," said Col. Bob Moriarty, 6th Mission Support Group commander. "It starts with housekeeping and maintenance and continues through the reception desk and our entire Services Squadron. 

"We have an incredible team and they are very deserving of the Air Force level award."