JOINT BASE SAN ANTONIO-LACKLAND, Texas –
Customers are taking advantage of new communication amenities at The Inns of Lackland lodging facilities with recent upgrades to telephone and cable services, and enhanced wireless Internet in every room.
Part of a three-phase, $12 million communication technology project, phase one was completed at the Gateway Inn in April. Phase two of the project, at the Gateway Villa, is scheduled for completion Aug. 1.
"Having this technology is a great improvement. These upgrades are enhancing customer satisfaction more than ever thought possible," said Re Zander, Inns of Lackland assistant general manager.
"Since completing work at the Gateway Inn, there have been no customer complaints about telephone issues in the building," said Zander.
"This was a huge problem for us. It is why the Inns of Lackland began renovations in the first place," she said.
Although customer complaints are down overall, the staff still gets about 40 calls a day regarding issues from customers staying at the Gateway Lodge, which is still awaiting upgrades, said Zander.
"It can be stressful when we're trying to provide adequate customer service to the men and women at the Inns of Lackland," she added.
Phase three upgrades at the Gateway Lodge will begin Aug. 6 and are not scheduled for completion until October 2013.
The Air Force Services Agency, which oversees lodging across the Air Force, funded the project for The Inns of Lackland. The Inns of Lackland generates the highest revenue and is the largest of all lodging programs in the Air Force.
Costs for the three bundled services - cable, telephone and Internet - will now be funded with non-appropriated revenue collected from patrons at the inns, saving the Air Force about $225,000 in appropriated funds annually.