Lodging staff wins back-to-back AF Innkeeper award

  • Published
  • By Tech. Sgt. Michael O'Connor
  • 31st Fighter Wing public affairs
AVIANO AIR BASE, Italy --  The Mountain View Lodge staff recently took home the 2008 Air Force Innkeeper Trophy. The Air Force presents the innkeeper awards each year to recognize bases that excel in running Air Force lodging operations.

"The mighty FSS Family keeps rolling along," said Maj. Jason Janaros, the commander of the 31st Force Support Squadron in a message to his unit Sept. 26 following the official announcement. "To [earn] an award of this magnitude is extremely difficult ... to win twice in a row -- back-to-back no less, is darn near impossible ... but, you all are just that good. I'm tremendously proud of each and every one of you. Oh, and by the way, we're just getting warmed up."

The 46-member staff of Airmen and civilians from Aviano took home the small base category with fewer than 286 rooms. The lodging staff from Kirtland Air Force Base, N.M., took home the large base category with at least 286 rooms.

"A big part of our success this year can be attributed to the people we have on staff and their ability to work together as a team," said Andrea Barnes, 31st FSS lodging general manager.

Ms. Barnes said there were many contributing factors to her staff's success during the past two years.

"Since I arrived here two and half years ago, we made it a priority to have everyone stick to the basics in their care of the facilities to their treatment of every guest," said Ms. Barnes. "This past year, we had numerous facility upgrades, such as pet-friendly rooms, benches and picnic tables outside, and wireless internet access throughout the facilities to name a few, but keeping the staff motivated and excited to do their best was equally important.

"We brought 16 people from our staff last year to the awards presentation in New York City and I think the personal stories and experiences of those who went helped inspire others on the staff to continue to strive for excellence," said Ms. Barnes. "This year, we're bringing different people from our staff from those who attended last year."

Evaluation teams, consisting of members of the Air Force Services Agency, visited each major command nominee and evaluated each operation using an extensive 30-page checklist covering customer service, housekeeping, financial and facility management, services and related support activities. The best eight small and six large base nominees were then considered for the recognition honoring their commitment to excellence in serving Air Force people.

"Receiving the trophy this year is bittersweet for our staff," said Gianluca Valeri, a guest receptionist and 12-year veteran of the MVL staff. "We won for the second year in a row, but we have to sit out of the running next year due to program rules. Not to mention our staff is losing our young and inspiring manager, Andrea Barnes, who will soon be departing to another lodging management position in Germany."

Another member of the staff, Carol Painton, a reservationist and 14-year-veteran of the MVL staff, echoed Mr. Valeri's comments.

"Lodging is often the first impression people have when they arrive to a base, so our job is very important," said Painton. "This award is a culmination of a lot of hard work and teamwork. This is probably our best staff of military and civilians we've had since I've been working here."

Ms. Barnes said her staff has received a lot of support from the base, and that goes along way when a lodging staff is trying to improve their facilities and the services they provide to their guests. She said this coming year, while it will be a transition year for her in her move to Germany, will also be a big transition year for the MVL staff. A new general manager will come in and the facility is scheduled to undergo upgrades to the carpeting and upholstered items in the rooms and common areas.

The innkeeper trophies for the two winning bases and the innkeeper travelers' awards will be presented at the International Hotel/Motel and Restaurant Show in New York City Nov. 8. All innkeeper travelers' award nominees are invited to attend, as the four award recipients will be announced at that time. Staff Sgt. Souksavanh Souvannavong, a training manager for the MVL will represent the U.S. Air Forces in Europe Command in this category and will be accompanied by up to two dozen other lodging and base personnel invited to attend the event in November.

The Air Force Innkeeper Award Program was created in 1981. The award is presented annually to recognize the lodging operation that provides the most outstanding hotel-type lodging and customer service to the Air Force traveler. The purpose of the award is to encourage innkeepers to improve their management and operation of lodging facilities.