Dover AFB's 'Eagle's Rest' facility soaring to the top

Published May 31, 2011
By Airman 1st Class Jacob Morgan
436th Airlift Wing Public Affairs

DOVER AIR FORCE, Del. -- Dover AFB is a small base nestled on a peninsula jutting into the Atlantic Ocean. Because of its geographical placement the base has a giant mission moving cargo and servicemembers to and from overseas locations.

There is a constant flow about the base, evident in the taxi cabs and tractor-trailers scurrying up-and-down Atlantic Ave. Part of this flow is the movement of servicemembers moving through one of the world's most active aerial ports. Whether here for days or several months people staying here overnight are treated to one of the Air Force's best lodging facilities.

Eagle's Rest, Dover AFB's lodging facility, has won numerous awards including 2011 Innkeeper of the Year (small base) for Air Mobility Command.

Now, the facility is competing for an Air Force-wide honor. Rauchelle Watson, Eagle's Rest general manager, believes her inn will win, hands down.

"It's not about the facilities," said Mrs. 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 Mr. Hare. "I absolutely love it."

Mrs. 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 Mrs. Watson. "There is not a better place to work or better people to work with."

Mrs. 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 coming to 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 Mrs. 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 employee and providing great customer service would not be possible without wing leadership support, said Mrs. Watson.

On June 8, a group of individuals from the Lodging Division, Headquarters Air Force Services Agency will be touring the Dover AFB lodging facilities to evaluate them for the Air Force Innkeeper of the Year 2011 (small base) for the Air Force.

The award is presented to the facility that provides the most outstanding hotel-type lodging and customer service to Air Force travelers.

"We are proud of our facilities and our people," said Mrs. Watson. "We know we are the best at what we do. We are just going to be showcasing what we do for this award."