Dover AFB's Eagle's Rest Inn wins top Air Force award

Published Sept. 12, 2011
By Airman 1st Class Jacob Morgan
436th Airlift Wing Public Affairs

DOVER AIR FORCE BASE, Del. -- Eagle's Rest Inn, Dover AFB's lodging facility, has been named 2011 Innkeeper of the Year (small base) for the Air Force. The award will be presented in New York City in November.

Rauchelle Watson, Eagle's Rest general manager, believed her inn was the best, now they have the award to prove it.

"It's not about the facilities," said Watson. "It's about our employees and how they treat our customers. Our family here is the best at that."

The goals of the Eagle's Rest property are characteristic of a successful business. To make sure guests have a clean, comfortable room ensuring 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.

One of the goals, to take care of the employees, is showcased in the low six percent turnover rate of last year. Some workers have been at the Eagle's Rest for more than 40 years.

The staff consists of 54 civilians and four active-duty members. Jamey Hare, a custodial worker, is one of the first people to greet guests with a pleasant smile and a good morning.

"I have been working here for 10 years, ever since high school," said Hare. "I absolutely love it."

Watson and the Eagle's Rest management staff have created ways of recognizing employees including on-the-spot cash awards for individual accomplishment.

"I would not swap a single worker I have for anyone else," said Watson. "There is not a better place to work or better people to work with."

Watson's belief in her employees is not unwarranted. The Eagle's Rest receives a 95 to 96 percent satisfaction rate every month. This is a mark of strength for her employees, who are responsible for maintaining more than 240 rooms with a room occupancy rate in the high 80's to mid 90's totaling more than 75,000 guests accommodated in 2010. The Eagle's Rest staff also maintains the Fisher House, which quarters the families of fallen servicemembers being transferred through Dover AFB.

The high occupancy rate is attributable to the Space Available flights leaving Dover AFB and Air Force Mortuary Affairs Operations Center personnel who rotate in and out throughout the year, said Watson.

"The services are great. They have to be the best I've seen so far," said Army Sgt. Luis Burgos, AFMAO Army liaison case manager. "And the facilities are like a five-star hotel."

Ultimately, taking care of the employees and providing great customer service would not be possible without wing leadership support, said Watson.

"We are proud of our facilities and our people," said Watson. "We know we are the best at what we do."