LACKLAND AIR FORCE BASE, Texas –
The Inns of Lackland assistant general manager views being recognized with an Air Force award as a team honor.
"It's really not an individual award; it's an award for the Inns of Lackland and Lackland Air Force Base," said Maria "Re" Zander, lodging assistant general manager. Ms. Zander, 802nd Force Support Squadron, was recently named the Air Force's top 2010 sustainment services flight manager.
"I couldn't have been considered for the award if it wasn't for the people I work with," Ms. Zander said. "There are 450 people who work at the Inns of Lackland, and every single one of them make my job a success and so easy.
"You also can't succeed without leadership supporting you 100 percent. This is really a group award, and I was just the lucky one to have my name on it."
She said it was an honor to work with a staff that emphasizes outstanding customer service and strives to be the best, which is reflected in the lodging facilities.
Ms. Zander has spent 10 years, including the past five as assistant GM, in the Department of Defense's largest lodging operation. The Inns of Lackland has 2,582 rooms on five separate properties at three different locations - Lackland, Port San Antonio and Camp Bullis. In number of rooms worldwide, Lackland lodging ranks in the top 20.
Among the accomplishments during the award period from October 2009 through September 2010, the Inns maintained 92 percent occupancy with a 98 percent customer satisfaction rate; an 18 percent employee turnover rate vs. the industry average of 70 percent; began a $10 million phone and wireless Internet project in each room; spent an additional $2 million in room upgrades; and generated $27.3 million in revenue with $8 million in net income adjusted for depreciation, the highest in Air Force history.
Lt. Col. Chad Schrecengost, 802nd FSS commander, said the lodging operation lives up to the squadron motto: "FSS - expect the best."
"We want our customers to expect the best from us," Colonel Schrecengost said. "For anyone that stays in one of our lodging facilities, it's more than just being big; it's how well we do it and the customer service we provide.
"It's about not being satisfied with what we've got, trying to improve upon it. Re and the lodging leadership have fought hard to make improvements."
The squadron commander pointed out lodging's persistence to secure funding for the phone and Internet project. He said the infrastructure upgrade was important to maintain top-flight facilities along with customer service.
"Re was a big force behind it," Colonel Schrecengost said. "She has instilled a great positive attitude of customer service, and she motivates the staff as leader; she appreciates what they do.
"Re has an ability to lean forward and solve problems before they become a problem. We're real proud of her and what she brings to the team."
Ms. Zander, who served 13 years in Army military intelligence, is now a two-time Air Force award winner. She was recognized in a different category six years ago.
"I was very, very honored to be submitted by my leadership for this award," she said. "They had to put someone's name on it because it's an individual award, and I'm honored they put my name on it.
"I (tell the staff) they work with me, I don't say they work for me. We work together, we're a team. A guest cannot have a happy stay and accomplish whatever mission they have without everyone that works here."