Club Renovation Improvements are Many Published Jan. 12, 2007 By Tech. Sgt. Ken Sloat 910th Airlift Wing Public Affairs YOUNGSTOWN AIR RESERVE STATION, Ohio -- Officials at the Eagles Nest Club on base are preparing to unveil several customer-driven improvements to the facility during a special ceremony this spring. The changes are designed to increase customer satisfaction and improve the appeal of the club. Although details for the event are still pending, a formal unveiling ceremony is planned for the April UTA, said Ms. Jennifer Marhulik, marketing specialist for the 910th Services Squadron. Many of the changes in the lounge area are a direct result of customer feedback, she said. The major renovation involving most of the building is now more than halfway complete. Construction on the two-part project, originally conceived in late 2004, began in Nov. 2006. "The biggest complaint I'd heard was that people couldn't get service and they couldn't get it quick during busy periods," she said. According to Ms. Marhulik, she got proof of this first-hand while working behind the bar serving as the interim manager several years ago. Change, she said, was necessary. "The most noticeable change for most people will be the replacement of the old U-shaped bar with a larger L-shaped bar," said Jason Cohol, manager of the Eagles Nest Club. He said the new bar will run almost the entire width of the room adding that he expects this improvement to increase seating capacity at the bar by as much as 50 percent. Other changes include the creation of a "walk-up" order section for customers not seated at the bar. This replaces the old system that forced unseated patrons to squeeze in between seated customers to place orders, he said. Other changes behind the bar should be equally as important to the goal of improving service, he said. The addition of a second bartender's work station will likely double the service capability during busy periods, he said. "Before, they had to share equipment," he said. Another service-related improvement is the relocation of a cash register so bartenders won't be forced to share space when taking orders, he said. A large walk-in refrigerator is being placed behind the bar to minimize time spent away from tending to customers while restocking or obtaining little used products, he added. According to Mr. Cohol, the addition of a printer in the kitchen will upgrade the current order taking system enabling orders to be printed directly in the kitchen. Currently, orders must be handwritten and delivered on foot to the kitchen. This change should decrease food preparation time as well as limit the amount of time bartenders spend away from work stations, he said. "It's quicker for the next guy to get his food or drink if the bartender isn't' running back and forth to the kitchen, he said. Other changes involve appearance and atmosphere. The complete renovation of the outdoor patio will offer seasonal seating options to patrons who prefer to sit outside, Mr. Cohol said. The previous patio, which was an uneven collection of cement pads, was replaced with a solid concrete patio. The addition of a hardened canopy, much like the one currently in place between the two lodging buildings, will protect customers from the elements. The final addition of new comfortable patio furniture will complete the area, he said. According to Mr. Cohol, access to the patio will be available through handicap-friendly motorized doors as well as a newly constructed 16-foot wide sliding glass door. "The old arrangement didn't provide any handicap access to the patio and that was a problem," he said. Other esthetic changes are planned to improve the atmosphere as well. The dance floor, formerly located in front of a fire place, is scheduled to be relocated to the corner of the room which will open up additional seating. According to Ms. Marhulik, the plan is to place a couch and padded chairs in the freed up area. "Most of our customers probably don't even know we have a fire place," said Ms. Marhulik. She added that the club staff plans to use the fully functional, gas fueled fireplace whenever possible. She said club patrons are likely to find the lounge far cozier than before. "It's going to be a vast improvement. That cafeteria look is gone," she said. Renovations to the pool table room include new walls and ceilings as well as a new twice as wide doorway. According to Mr. Cohol, The aging worn out pool table will also receive a new cover, bumpers and pockets. Mr. Cohol admitted this renovation and other improvements are designed to increase business. "Customers are our number one priority. They're what fuels our business," he said. Others agree. "The bottom line is if we don't' take care for our customers, none of this will matter," said Ms. Marhulik. Without them, we have nothing," she concluded. She added that increased interest in customer feedback is likely to be one of the club's stepping stones to success. "This is a completely different concept," she said. "The club advisory committee is more important now than ever." Mr. Cohol said that many of the improvements and renovations were the direct result of customer suggestions and feedback. "This club is driven by customer needs and now is the time to give us a second chance," she concluded.