Wiesbaden lodging named Army's best - PDF by qpv40869


									             Wiesbaden lodging named Army’s best

WIESBADEN, Germany – The Wiesbaden’s American Arms Hotel is
now known as the Army’s premiere lodging facility of its kind.

The U.S. Army Garrison Wiesbaden’s lodging facility, managed by
William Williams, earned the Army Lodging Operation of the Year
award in the large category (100-499 rooms) for 2007.

“It took a lot of hard work and having a great staff dedicated to
providing the best service possible,” said Williams.

“We’ve been working toward the goal for a long time – improving the
facility the best we can and training the staff,” added Williams, who
has served at the helm since 1998 and plans to retire in the next few

“Part of our success is that our staff turnover has been greatly           William Williams, manager of Wiesbaden's American Arms Hotel, discusses
reduced.”                                                                  reception operations with reception desk clerk Mark Perry.

An ongoing education effort is a vital element in the lodging facility’s
accomplishment. Members of the staff participate in training programs      We track all of that and score the quality of our services, the condition
operated by Pennsylvania State University and the American Hotel and       of our guest rooms, etc. Out of a possible 5 for fiscal year 2007, we
Motel Lodging Association. “All of our line managers are certified and     ranked at 4.7.”
(even) some of our housekeepers,” Williams said, explaining that
managers must maintain their certification as part of operational          Being recognized as the Army’s best was a two-phased process for the
standards.                                                                 American Arms. Once IMCOM-Europe lodging staff members
                                                                           examined the hotel’s submission, including a comparison of lodging
Additionally, “We work closely with our Installation Management            standards, and nominated the facility to represent the region at the
Command lodging manager. He’s always offering advice and keeps us          Army-wide competition, a stateside team delivered an onsite
well informed about what’s going on in Army lodging.”                      evaluation.

Listening to customer feedback and acting upon those comments to           Managers were not informed about the results until the winners were
improve overall operations has been another vital ingredient in the        announced at the 10th annual Army Lodging Training Course, held late
transformation of the American Arms into a world-class facility,           last year in Orlando, Fla. Wiesbaden grabbed top honors against 22
Williams said. “We maintain a database in ICE (the Interactive             other facilities in its category worldwide.
Customer Evaluation system) and use Army lodging comment cards.
“It was a long road to get here, but a relief to arrive and a good way to close out my career in Army lodging,” he added, explaining that he intends
to carry the same high standards over to Wiesbaden’s new hotel, which is currently under construction in Hainerberg Housing, before retirement.

Story and photo by Karl Weisel
USAG Wiesbaden
Public Affairs Office

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