A note from Chuck Sourbeer, Head of IHG® Army Hotels:
The mission of IHG Army Hotels is to provide an exceptional stay experience to all members of the military, veterans, retirees, and their families. This is especially true in times of uncertainty, as our colleagues strive to provide a sense of normalcy to our guests while adhering to new safety protocols. This Veterans Day is certainly unlike any other, however our gratitude and admiration for all veterans is unwavering. It is my honor to introduce a special guest to our OnPost blog: Jay Caiafa, Chief Operating Officer, Americas. Please read his story as follows.
Veterans Day is an important moment to honor our nation’s veterans, but this year it takes on a special meaning in the midst of a global pandemic. Celebrating veterans and active-duty members of the military is especially heartfelt at IHG, where we are honored to serve those who have served – and those who continue to serve our country – with their sacrifice and valor.
Veterans Day is also personally significant for me as it gives me a chance to reflect on my service in the United States Air Force and current role as Chief Operating Officer for the Americas region, where I oversee a unique and important portfolio of hotels, IHG Army Hotels.
Photo Caption Left: Jay Caiafa - Chief Operating Officer, Americas
Photo Caption Right: Jay Caiafa - Graduation from the Air Force Academy
This portfolio spans more than 13,000 rooms located on 40 U.S. military installations across the United States and Puerto Rico, and serves all members of the military, U.S. Department of Defense contractors and their guests. Nearly a quarter of our hotel colleagues working at these properties are comprised of veterans, military spouses, and retirees.
Prior to my role in the hotel industry and the private sector, I began my career as a pilot in the U.S. Air Force following graduation from the U.S. Air Force Academy in Colorado Springs. I served as a pilot and flight safety officer, achieving the rank of captain.
My time in the Air Force coincided with another major crisis for our country – Sept. 11, 2001.
On the morning of September 11, 2001, my crew and I were planning for an annual air show in the Pacific as we saw the news of the first impact on the World Trade Center. We were then called to launch and fly combat air patrol over midtown Manhattan at 10,000 feet as the World Trade Center towers fell. I reflect on that memory as I believe the core values that got us through that crisis as a country and as a military are the same things that will get us through this current crisis.
Maintaining a sense of calm and composure and keeping our teams focused on helping our guests – and helping each other – is critical, and I am proud to see our hotel teams doing this each and every day. Relying on each other and anchoring to our purpose of delivering True Hospitality for everyone is essential in providing a guiding light to get us through to the other end, and remembering that at our core, we are a people-centric business.
It’s also important to hang on to the belief that we will emerge from this crisis. I remember on the morning of Sept. 12, I was still flying over New York, watching the sun rise over a dramatically different skyline in Manhattan. The world had changed, I knew my job had changed, but the one thing I held onto, was that in my heart of hearts, I knew that we would get through this. I had that unwavering belief that as a nation we would get through this crisis, and we would emerge stronger and united on the other end. And I believe the same is true now. We will get through the Covid-19 crisis, and emerge stronger as an IHG family that continues to serve and care for all guests, including those veterans who have served our country. I continue to be amazed and inspired by the resilience and spirit that our hotel colleagues show every day.
Established under the U.S. Army’s Privatization of Army Lodging (PAL) program, IHG Army Hotels celebrated its 10th anniversary last year. One key to the portfolio’s success is that many of the original hotel team members who transitioned from Army Lodging to the IHG family are still with us today. They have served in the military and are veterans or retirees themselves and know firsthand the needs and compassion for caring for the military traveler. Our teams deliver IHG’s outstanding service and exceptionally clean stay with the IHG® Clean Promise, first-class amenities that guests can expect from IHG’s well-known and well-loved brands such as Holiday Inn Express®, Candlewood Suites®, and Staybridge Suites®, and bring an elevated stay experience to this special type of guest.
It makes me proud that we can offer a great experience for the military across our IHG network, and that we count veterans as part of our workforce. During my time in the Air Force, I was fortunate to work alongside many trusted and hardworking colleagues and mentors. I still keep in touch with many of them; some are still in the military while others have transitioned to civilian life. The work ethic, commitment and leadership skills that veterans bring are excellent attributes that translate into the private sector – including the hospitality industry.
With veterans transitioning to a new life after their military service, IHG recognized the transferrable skills that apply to the hospitality industry would be an asset and has made a concerted effort to recruit veterans through our Veterans Hiring Initiative website. This comprehensive and user-friendly website is designed to match veterans with open roles at nearly 6,000 IHG-branded hotels worldwide, including open roles at IHG Army Hotels.
If you are transitioning from the military and considering a role in hospitality, I encourage you to consider IHG as the next stop in your career. Check out the open positions – you may find yourself working and serving fellow service members. To those who continue to provide excellent service to our military at our nearly 80 properties on U.S. military installations and thousands of hotels worldwide – thank you.
Stay safe and keep your loved ones close. Thank you all for your service.
Jay Caiafa
Chief Operating Officer, Americas
In honor of November being National Veterans and Military Families Appreciation Month, IHG Army Hotels is giving away 1 million IHG Rewards Club Points to recognize the contributions of service members. Learn more about this sweepstakes and check out the official rules here.
Jay Caiafa is Chief Operating Officer, Americas, IHG. He graduated from the U.S. Air Force Academy and was a decorated Air Force pilot and officer. After serving honorably in the U.S. Air Force, Jay earned an MBA and J.D. from Duke University and has held various roles in the private sector, including practicing at a law firm, serving as a CEO of a biotech startup and working at an international management consulting firm, prior to joining IHG in 2013.