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Spain; Bethesda, Md.; Norfolk, Va. and Whidbey Island, Wash.
The Navy Lodge Program is updating the lobbies at several
locations, including Navy Lodge Bethesda, Md.; Fort Worth,
Texas; Key West, Fla., and Kings Bay, Ga. Navy Lodges Mof-
fett Field and Port Hueneme, Calif., will be updated with new
breakfast bars, front desks and new furniture and flooring.

MCH: How has the expansion of the Navy Lodge in Rota,
Spain gone?
Bockelman: The Navy Lodge Rota expansion broke ground
in June 2016. The expansion will include 50 two-bedroom
family suites, a lobby for social interaction, exercise area and
breakfast room. Once complete, this will be a great addition
to the Navy Lodge Program.

MCH: How is the Navy Lodge Program branding initiative
going? Please provide an update on this effort and what
the direction is moving forward.

Bockelman: Navy Lodge is focusing on the most important
brand element, the guest experience. At the end of the day,
the guests are going to be the ambassador of the Navy Lodge
brand. The branding initiative is an opportunity to reach out
to military members and convey the unique value and service
that the Navy Lodge Program has to offer.
In addition, we continue to upgrade the Navy Lodge exte-
rior signage, including the monument signs, at various Navy
Lodges. Once this initiative is complete, all exterior signage
will have the same look and feel.

MCH: Is there anything else you would like to add?

Bockelman: The Navy Lodge Program continues to improve
the services it provides for its guests. In 2017, we will launch
our new navy-lodge.com website. The new site will be more
user-friendly, responsive and provide a seamless experience
across all devices.
Navy Lodge is always looking for opportunities to im-
prove the guest experience. By the end of 2017, a new online
comment card system will be in place to provide real-time
communication, personally tailored to the guests’ stay and
experience. This will build and foster guest relationships,
promote the benefits of Navy Lodge and improve Navy Lodge
brand awareness.
Navy Lodges New York, Mayport and North Island received
Trip Advisor’s Certificate of Excellence for 2017.
Guests continue to save an average of over 40 percent
as compared to a civilian hotel when they stay at a Navy
Lodge, and aren’t charged sales tax. Navy Lodges are a great
quality-of-life benefit for our military service members and
their families.
Upgrading Navy lodging is an ongoing process. Guest
service is our number one criteria in designing the experience
each of our guests enjoy. We continue to look for opportunities
to meet guest demands. As part of this process, we are now
looking at the public spaces of the hotels to create environ-
ments that add value to the guest experience and meet the new
requirements for social networking opportunities.
—MCH

OCTOBER 2017 | MILITARY CLUB & HOSPITALITY 11