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Navy Lodge Employee Recognized for Exceptional Customer Service

It was a busier than normal day in the lobby
at the Navy Lodge onboard Naval Support
Activity Bethesda (NSAB) in Maryland, but

nothing that seemed out of the ordinary to

guest services lead Rahel Mangestah.

She’s used to helping guests as part of her

job, but one person noted in a letter that she

went above and beyond what was expected.

The letter described how the lobby was full

of people who needed help.

“She was on the phone, there was a pizza

delivery person in the lobby and an elderly

couple was waiting to check in and then

myself,” the letter writer wrote. “Then a

young veteran came to the lobby to pick up

his pizza. He was new to his wheelchair and

was having trouble maneuvering the chair

and holding his pizza. Rahel Mangestah (second from left), Navy Lodge guest services lead, was recognized for
“Rahel immediately took charge of the outstanding customer service at the Navy Lodge aboard Naval Support Activity Bethesda.
With her are Wendy Kundrat, Bethesda Navy Exhange general manager (left), Robin Joseph,
situation. She quickly finished the phone Navy Exchange district vice president (second from right) and Ana Herrera-Ruiz, Navy
conversation, she came around the desk and Lodge Bethesda general manager. (U.S. Navy photo by Mass Communication Specialist
shook hands with the elderly couple, showed
them the coffee and said, ‘I’ll be right back,’ 3rd Class William Phillips)
and told them no matter who came in while

she was gone, no matter how many times the

phone rang, the elderly couple was next. It was amazing at where you have so many issues coming at you at once,” she

how she put their mind at ease and made them feel not only said. “It’s nice to be appreciated.”

important but secure.” Mangestah, who has worked at the Navy Lodge for three

After assisting the letter writer with a reservation, she told years, said she remembers that day but said she didn’t think

the veteran, “Let me assist you, we’re family here,” where that she was doing anything out of the ordinary.

she took the pizza and walked with the veteran to his room. “I just thought that it was a typical day for me where it just

The Navy Lodge recognized Mangestah with a plaque and a happened to be a little bit busier,” Mangestah said.

gift certificate for her exceptional customer service recently, but Ana Herrera-Ruiz, Navy Lodge Bethesda general manager,

Mangestah credited the other Navy Lodge employees, saying said Mangestah exemplifies “the spirit of hospitality” and put

“I could do nothing that I’m doing without everybody here.” into action Navy Lodge Bethesda’s mission to ensure warf-

“It’s nice to be acknowledged sometimes, in an industry ighters have a caring environment for healing and wellness.

Tyson Launches Campaign Focused On Helping Operators Thrive

To help today’s foodservice decision-makers deal with con- center of plate, but also experienced, empathetic teams who
cerns such as increased competition, rapidly changing can play a trusted, consultative role focused on their success.”
tastes and trends, and rising rents and wages, Tyson Foodser-
vice is transforming into a customer-centric enterprise that In support of this effort, Tyson Foodservice Teams launched
understands what’s “on the line” for operators. In this unique an extensive “What’s On The Line?” marketing and training
role, the company will challenge team members to help reduce effort focused on understanding and valuing what’s at stake
risk and frustration of the operators so they have greater op- for operators. This renewed belief system and rebrand includes
portunities for success. the following:
· New “Core Credo”
This division, named Tyson Foodservice Teams, comprises · Individualized channel teams with unique logo treatments
small, specialized “Foodservice Teams” focused on its main
channels, including restaurant, college & university, K-12, for each
healthcare, convenience, hospitality and military. Each specialty · Support and resource materials focused on each unique
team is trained to actively listen to operators and keep abreast
of the economic climate, emerging trends and operational channel
issues that impact their reality. · Website revamp with channel-specific content specifically

“It seems many operators may feel that food companies are directed to operators
‘out of touch,’” said Kim Cupelli, vice president of marketing Additionally, the “What’s On The Line?” brand campaign will
for Tyson Foods. “We aim to change that perception by supply- increase Tyson Foodservice’s direct customer communication
ing our customers with not only high-quality proteins for the with added focus on one-on-one interaction, more visibility
at national, regional and local trade shows and online tools,
like the Tyson Foodservice Teams Source App.

8 MILITARY CLUB & HOSPITALITY | FEBRUARY 2017