NSA Hampton Roads Navy Inn Earns Prestigious Zumwalt Award, Recognized Among Navy’s Best

Official Statements

• Naval Support Activity Hampton Roads, November 13: “NORFOLK, Va. — The Navy Inn at Naval Support Activity (NSA) Hampton Roads has earned the prestigious Zumwalt Award, placing the installation among a select group of Navy lodging operations recognized for excellence in guest satisfaction, operational performance, and quality of service. NSA Hampton Roads was one of only two recipients selected for this recognition.”

• Naval Support Activity Hampton Roads, November 13: “The accomplishment reflects the dedication of the Navy Inn’s 24 employees, whose commitment to providing exceptional hospitality and service has helped distinguish the property among Navy lodging facilities. The award recognizes sustained performance across several critical areas of lodging operations. Requirements include maintaining guest satisfaction ratings of at least 90% throughout the fiscal year in five categories: friendliness of staff at check-in, room cleanliness, friendliness of staff at checkout, overall maintenance, and quality and comfort of accommodations.”

• Naval Support Activity Hampton Roads, November 13: “It is a pleasure to recognize this exceptional Navy Inn team,” said Capt. Colleen Minihan, NSA Hampton Roads Commanding Officer. “Guests may not come here for ocean views or brand-new facilities, but they choose to stay because of the outstanding service provided by this dedicated staff. This award reflects their tremendous pride in serving our Navy community and their unwavering commitment to customers every day.”

• Naval Support Activity Hampton Roads, November 13: “This team is a joy to be around. Their energy, professionalism, and genuine care for one another and every guest is evident in all they do. I could not be prouder to serve alongside such outstanding people, and I congratulate the entire team on this well-deserved recognition.”

• Naval Support Activity Hampton Roads, November 13: “The property must also demonstrate full compliance with Navy lodging standards, including 100% passing results for guest room cleanliness, room condition, bed standards, and beverage kits during on-site Quality Assurance Assessments (QAA). Additional requirements address maintaining full front desk and housekeeping services and meeting or exceeding established financial contribution goals. The NSA Hampton Roads Navy Inn was also among three Navy Inn locations with the highest combined QAA and guest satisfaction scores, further demonstrating its commitment to maintaining high standards throughout its operations.”

• Naval Support Activity Hampton Roads, November 13: “Behind the recognition is a team that continually works to improve the guest experience. Over the past year, the Navy Inn has enhanced guest room amenities, including kitchen supplies and bathroom essentials, to better align with industry standards. The property also increased Wi-Fi speeds, continued guest service training across all departments, and recorded increased room occupancy in fiscal year 2025 compared with fiscal year 2024.”

• Naval Support Activity Hampton Roads, November 13: “Those improvements have taken place while the team continues to navigate the challenges of aging infrastructure and facilities. Multiple power outages, aging buildings, and the ongoing need to replace HVAC units and water heaters require consistent attention. Through these challenges, the team has remained focused on improving facility conditions, guest comfort, and the overall quality of service.”

• Naval Support Activity Hampton Roads, November 13: “Michelle Wicker, Navy Inn general manager, has been with the property since November 2020. She credits the achievement to the collective dedication of every associate, from frontline employees to department managers and maintenance personnel. “All associates at Navy Inn - NSA Hampton Roads are here because we love what we do and we love the people we take care of.”

• Naval Support Activity Hampton Roads, November 13: “It is an honor to be able to take care of and serve those that serve our country - as well as their families,” mentioned Michelle Wicker, NSA Hampton Roads Navy Inn general manager. “Whether they are coming on vacation, for TDY orders or are moving to/from the area, we want to make sure they have a comfortable bed to sleep in and a great place to stay.”

• Naval Support Activity Hampton Roads, November 13: “The leadership team supporting the operation includes Assistant General Manager Rose Brothers-West, who joined the property in May 2022; Housekeeping Manager Freda Cuffee, who brings 36 years of service to the Navy Inn; Front Office Manager Carol Borecki; and maintenance team members Spencer Pham and Fidel Ramos. Their combined experience and leadership, alongside the contributions of every associate, help ensure the property remains focused on delivering quality accommodation and dependable service to its guests.”

• Naval Support Activity Hampton Roads, November 13: “For service members and their families traveling for temporary duty assignments, vacations, or permanent changes of station, the Navy Inn provides more than a place to stay. It offers a welcoming and comfortable environment for those serving the nation and the families who support them.”

• Naval Support Activity Hampton Roads, November 13: “This award is not because one person did something great one day - everyone on site earned this award because of the hard work, loyalty and dedication they provided each and every day,” said Wicker. “The guests enjoy their stay because of the great staff that is here and that I take an honor in supporting them in all they do. I cannot accomplish anything without them!”

• Naval Support Activity Hampton Roads, November 13: “The Zumwalt Award represents the hard work and dedication behind that commitment. For the Navy Inn team at NSA Hampton Roads, the recognition belongs to every associate who contributes to making each guest’s stay a positive experience.”