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The pods will increase guest
interaction, as the guest service MCH: Please provide us with
agents will have greater access an update on the Quality As-
to move about the lobby, the Eat, surance (QA) program — was
Work, Relax area and the guest the program reinstated, was it
lounge, interacting with guests in tweaked in any way, and what
ways beyond simply transactional. were the results?
The new guest-room and
suite-interior package features Barber: The re-launch of the
the “Modern Classics” line of Inns of the Corps Quality Assur-
case goods, presented by Thom- ance (QA) Program will occur
asville Furniture. Among these subsequent to execution of our
new furnishings is an upholstered new lodging property management
headboard, a millwork vanity with system in 2019. The criterion will
a quartz top and an F&B cabinet that Clean Crisp Comfort in a bedroom at the 2017 support Inns of the Corps brand stan-
houses the mini-refrigerator, microwave, Lodging Facility of the Year, Inns of the Corps dards and best practices in hospitality
coffeemaker and entertainment system. Lejeune, MCCS Lejeune-New River, N.C. management.
The nested desk with triple electrical out- The primary intent of the program
lets saves space and provides a large work area when needed. is to provide MCCS directors and installation commanders
At the end of the day, the Inns of the Corps signature bed with a tool to evaluate their program, identify opportunities
and linen package will pamper our guests. to improve and, of course, to cheerlead and recognize high
performers and exceptional results.
As you can probably surmise, we are excited to relaunch
MCH: How is the incorporation of the Inns of the Corps this enhanced service and support to our Marine Corps in-
“Clean Crisp Comfort” brand promise proceeding, and stallation teams!
how is it changing the customer experience for the better?
Please fill us in on any renovations and facility refreshes.
MCH: Please update us on the MCCS “best-in-class” prop-
Barber: The “Clean Crisp Comfort” brand promise has erty management system.
been implemented at all of the Inns of the Corps TLFs and
has been a success. The guest satisfaction scores for the brand Barber: We are excited about the planned rollout of the
are at an all-time high for Overall Experience, Service and new “best-in-class” property management system scheduled
Accommodations. for the fourth quarter of 2018.
Earlier in 2018, Inns of the Corps unveiled its new bath This new application, RMS 9+ by RMS North America,
amenity line, “Pharmacopia.” According to the manufacturer, is cloud based and optimized to provide cohesive synergies
the lightly citrus-scented amenities are formulated with an- to our properties and enterprise reporting. The system offers
tioxidants, therapeutic plant extracts and essential oils with many guest-centric features, such as online guest access with
no parabens, petrochemicals, phthalates, sulfates or synthetic mobile check-in and check-out; mobile messaging; online
colors. The new amenities are just a small part of the Clean reservations and multi-channel booking. This will provide our
Crisp Comfort brand promise at Inns of the Corps. guests with new mobile capabilities and new and convenient
The Clean Crisp Comfort brand promise is an integral booking channels.
part of the planned renovations and refreshes for Inns of the The new system also provides handheld technology with
Corps in 2019. which we can communicate with our guests.
In addition to the ongoing refresh at Inns of the Corps
Hawaii, the three TLFs scheduled for refreshes will all in-
corporate the new Brand Standard Design Guidelines color MCH: Is there any further Marine Corps Lodging program
palettes of either Cool Crisp or Warm Comfort. The TLFs information that you can provide us that you are excited
will be upgrading the case goods to the new Modern Clas- about for fiscal 2019 and beyond?
sics design by Thomasville, which includes an updated F&B
console that houses the mini-refrigerator, coffeemaker and Barber: As previously discussed, 2019 will be a landmark
microwave. year for Inns of the Corps!
The TLFs will also feature the Inns of the Corps Signature The new property management system will open several new
Bedding package that includes new mattresses, bed huggers, booking channels, providing our customers with convenient
bed scarves and triple sheeting for a Clean Crisp Comfort options for booking a room at an Inns of the Corps property
experience. or in one of our breathtaking Recreational Lodging facilities.
The scheduled renovations to the lobby and Eat Work Relax We also look forward to “cutting the ribbon” and welcom-
breakfast areas will incorporate the colors, furniture, fixtures ing guests to our new branded Inns of the Corps properties
and finishes specified in the Inns of the Corps design guidelines. aboard MCAGCC Twentynine Palms and MCB Camp Butler
The lobbies will feature the new Guest Service Pods and a (Camp Hansen), Okinawa.
redesigned Guest Sundry area. The Eat Work Relax breakfast Stay tuned throughout 2019 for other announcements as
areas are being expanded, while an additional outdoor seating they emerge!
area is being planned for just off the breakfast room. —MCH

OCTOBER 2018 | MILITARY CLUB & HOSPITALITY 17