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LODGING
LODGING

ROSS, ANSBACH’S BRAINARD HALL

RECEIVE ARMY LODGING HONORS

he Army Installation Management Command (IMCOM)
TG9 Hospitality Programs Office announced its annual Army
Lodging Operation Award winners, results of a worldwide com-
petition among Army-operated lodging facilities, in spring 2018
(see MCH 6/18).
Among these winners were Brainard
Hall, USAG Ansbach, Germany, which was
one of three facilities named Army Lodg-
ing Operation of the Year; and Kenneth
Ross, maintenance supervisor at USAG
Benelux-Chièvres Army Lodging, Belgium,
who was named Supervisor of the Year.
USAG Ansbach’s Brainard Hall lodging
facility won the Army Lodging Operation
of the Year Award for its category. The
hotel facility, located in the Urlas military
community between Katterbach and Ans-
bach, was named best among small-sized Brainard Hall, USAG Ansbach, Germany, won the 2017 Army Lodging
facilities (60 rooms or less). Operation of the Year award. Michael D. Formica, director of Instal-
Michael D. Formica, director of IM- lation Management Command Directorate-Europe (IMCOM-Europe),
COM’s Directorate-Europe (IMCOM-Eu- presented the award to Tracy Deikun,
rope), presented the award to the assembled Kenneth Ross (center), maintenance supervisor at USAG Benelux- Brainard Hall Lodging facility manager,
management and staff officially on July Chièvres Army Lodging, Belgium, received the Supervisor of the who accepted the award on behalf of
18, 2018, in the packed hotel lobby to Year award from Formica (left) and Army Col. Kurt P. Connell, then- the facility’s lodging staff.
the applause of more than 40 community outgoing USAG Benelux commander. PHOTO: CHRISTOPHE MOREL PHOTO: MICHAEL K. BEATON
leaders and well-wishers.
“Thank you all for joining us today to acknowledge this excep- surprise that with a team like this, so many of the customer com-
tional achievement by a truly exceptional and outstanding team,” ments are clearly about the employees and their professionalism,
Formica said. “As a frequent guest of the facility, it gives me great friendliness, and willingness to serve.”
pleasure to present the 2017 Army Lodging Operation of the Year “Tracy is one of the most knowledgeable, can-do and dedicated
Award in the Small Facility category to the Brainard Hall team.” people that I have had the pleasure of working with in my long
career with FMWR.” said Dan Riley, Ansbach Directorate of
99 PERCENT CUSTOMER SATISFACTION Family and Morale, Welfare and Recreation (FMWR) Operations
Presenting the trophy to Tracy Deikun, Brainard Hall lodging Division chief. “She’s not only a manager of exceptional ability,
facility manager, Formica reminded those in attendance that over Tracy and her staff thoroughly understand the unique needs of
the past two years, the Ansbach lodging facility had achieved soldiers and families on the move; that’s so important, and reflected
the remarkable score of 99 percent customer satisfaction, with in this first-place award.”
nearly 500 comments submitted through the Interactive Customer
Evaluation (ICE) service assessment website. SUPERVISOR OF THE YEAR
On hand to witness the award presentation were several of Formica presented the Army Lodging Supervisor of the Year
Deikun’s colleagues from Army lodging facilities across Europe, Award to Ross during a June 28 ceremony. “You cannot be a
who had made the trip to personally congratulate her and her staff. good supervisor if you don’t have a good team,” Ross said dur-
During the competition, IMCOM critiqued Deikun and her staff ing his speech.
on-site, judging the Ansbach lodging facility against similar-sized Ross was honored for outstanding service from October 2016
hotels worldwide in such areas as customer satisfaction; reserva- to September 2017. “During this time, Ross demonstrated his
tions; cleanliness; friendliness of staff; guest amenities; continuous commitment to employees through consistent and steady relation-
improvement; and accounting and bookkeeping, she said. ships developed over the years,” stated Army Maj. Gen. Sean M.
“I simply cannot say enough good things about the staff here Jenkins, deputy commanding general of IMCOM.
at Brainard Hall who worked so hard to win this award. It’s theirs, Jenkins continued, “These relationships helped facilitate reso-
they earned it, and they deserve the credit for this win,” said Deikun, lutions to situations with potential for further escalation. Due
who then named several staff members who made the win possible. to his willingness to assist with implementation of information
“Albert Turner; George Psaila; Oliver Foster; Donald Strack; technology (IT) updates throughout Europe, he is highly thought
Shawn Hurst; Jeff Jordan; Deborah Murphy; Nathan Clark; David of, not only within the Chièvres lodging community, but by other
Unogu; Valentina Schusslebin and Bernadine Sitcer … 11 people Europe lodging management and staffs.”
that are mission-driven and dedicated to customer satisfaction, Ross also received a Commander’s Award from the Depart-
operating this facility 365 days a year,” Deikun said. ment of the Army.
Noting that the average guest stays in the facility just three Reported by Michael K. Beaton, Ansbach, and Christophe
days, but many stay more than 30 days, she added, “It comes as no Morel, Chièvres.

DECEMBER 2018 | MILITARY CLUB & HOSPITALITY 15