2022 marked the 13th anniversary of IHG® Army Hotels, and with the world reopening, we chose to make this historically unlucky number a symbol of just the opposite: hope, resilience, and good fortune for all.
I’m happy to report in this year-ending blog that we have done exactly that.
Great Advances and Grand Openings
On October 6, we celebrated the completion of an extensive, $3.2M renovation at IHG Army Hotels on Fort Stewart, updating the structure as well as furnishings to provide even more comfort and service to our valued guests. On the exterior of the hotel, we replaced the roof and gutters, and added new playground equipment with a shade structure. Inside, we’ve installed new flooring and window treatments, renovated many of our in-room bathrooms, and all rooms received new mattresses, air conditioners and wall-mounted TVs.
And on the subject of upgrades, I am pleased to announce that IHG® Studio launched at select IHG Army Hotels locations this year. This initiative allows guests to browse hotel information and make service requests through their TV, as well as connect and stream their favorite TV shows and movies through their personal devices.
In November, we celebrated the grand opening of the Candlewood Suites® on Aberdeen Proving Ground. This property is the latest example of the success of privatization through the Privatization of Army Lodging (PAL) project, an initiative created to revitalize on-post lodging for soldiers, their families, civilians, and all government travelers. The 16th newly-constructed Candlewood Suites in our portfolio features 69 guest rooms and unique accommodations designed around the needs of today’s military travelers. All guestrooms feature a full kitchen, and guests can enjoy complimentary hot breakfast, fitness center, and the Lending Locker, which makes specialized appliances (such as slow cookers and waffle irons) available for checkout. This new hotel also offers IHG Studio, which you read about above.
Coming Together for Good
Later this year, with COVID restrictions eased, our General Managers and corporate teams were able to once again meet for a very productive week of work sessions designed to further our commitment to deliver True Hospitality. We were also able to collaborate in-person on two large community outreach projects.
In September, all IHG colleagues participated in IHG Giving for Good month. Since its launch in 2018, this company-wide initiative has generated nearly 350,000 acts of kindness in communities across the globe and shown the world just what True Hospitality for Good means. I’m also proud to mention that a team of IHG Army Hotels colleagues – including yours truly -- participated in the Tunnel to Towers 5K run in New York City and raised over $100K for this organization, which is an initiative dedicated to providing our nation’s first responders, veterans, and their families with mortgage-free homes.
Our Greatest Success
At IHG Army Hotels, our top priority has always been, and will always be, to provide our guests with accommodations and services delivered with a deep understanding of the challenges of military travel. Our greatest success in these thirteen years of service, is that our guest satisfaction scores have continued to improve. I’m proud to report that this year, our guest satisfaction score has reached an all-time high of 4.36 out of a 5-point rating.
It is my promise to you that we will continue growing and improving, as we strive for best-in-class service for all our guests.
The Last Word
Since 2009, it’s been our honor to serve you at 40 Army posts and Air Force joint bases across the U.S. And as this year comes to a close, I’d like to extend my gratitude and appreciation to all of the staff, colleagues and guests who have made our 13th year of service our most fortunate yet.
Wishing you and your families all the best in 2023!
Charles “Chuck” Sourbeer is Vice President of Operations for IHG® Army Hotels. He has been with IHG® since 1994 and part of the IHG® Army Hotels estate since its inception in 2009.