For Les Reagan, general manager of the DoubleTree by Hilton Augusta, “all the world’s a stage.” Or at least that’s how this theatre lover describes the bustling refuge for travelers in Augusta, Ga. “I look at this business as show business,” he explains. “I look at the front desk as a main stage, the dining room as a main stage and the banquet hall as a main stage. We are the actors and the people who come in the front door are the audience, and they are here to be entertained. I believe that is what customer service is - entertainment.”

And the audience at the DoubleTree by Hilton is certainly entertained from the moment they walk through the front door until the moment they leave. Upon arrival, each guest is greeted with a smile and warm DoubleTree chocolate chip cookies. “They are awesome!” exclaims Reagan. Those chocolate chip cookies, he explains, just might be the remedy for a stressful day for its many guests, especially for the abundance of vacationers and business travelers that the hotel accommodates.  

Augusta, known for its vibrant business environment and stable economy, is no stranger to frequent business travelers. “There are a lot of big Georgia and South Carolina businesses here,” says Reagan. “We handle a lot of military business because of Fort Gordon, which is the largest employer in the area and home of the Signal Corps. There is also a lot of business from the teaching hospitals and the large plants such as Kimberly-Clark and T-Mobile.” With other major companies nearby including Procter & Gamble, Kellogg’s, Electrolux and International Paper, it is no surprise that Augusta’s DoubleTree by Hilton sees a client base as diverse as the surrounding business scene. “Our guests are travelers from all over the United States,” Reagan points out. “We are continually handling clients who call about having a meeting at the hotel, or groups that come to town (on business) and need sleeping rooms.”

Located just thirteen minutes from the Augusta Regional Airport and about five miles from downtown, this hotel is popular with travelers who frequent the area for various reasons. “DoubleTree is part of the Hilton Worldwide group which is very popular for its frequent traveler program, Hilton Honors (HHonors),” explains Reagan. “Based on dollar values, clients receive points for staying in our hotels and can redeem those points for future stays. This is just one reason people remain very loyal to the Hilton brand.”

However, it’s not just the rewards program that keeps the audience in the seats every night, or in this case, the beds. To ensure that the audience is entertained, Reagan and his staff meet every morning center stage (literally in the middle of the lobby) for what is called “stand up.” The daily meetings are like rehearsals for the staff, preparing them for their various roles throughout the upcoming day. “That’s what ‘stand up’ is all about,” he summarizes. “To make sure we’re ready.”   

But with the hotel boasting 179 guest rooms (29 of those being suites), a full-service dining room and a 12,000 square foot banquet hall that can hold up to 400 guests for a sit-down meal, Reagan admits that things don’t always go as planned. “We strive to make sure that everything is right. Yes, we will make a mistake but it’s how we recover from that mistake, if we make one, that’s important.” It’s “the show must go on” mentality that makes him the ideal director of this show that runs twenty-four hours a day, seven days a week.

Reagan, who has been in the hospitality business for over thirty-five years, holds this particular hotel near and dear to his heart. In 1990 he helped open it as The Augusta Sheraton and has worked at other hotels under Newport Group Inc., a real estate development and management firm in Augusta. He came back to the DoubleTree by Hilton Augusta in 2011 as the general manager.

The DoubleTree by Hilton is located on the west side of Augusta, just off of Interstate 20 and the Bobby Jones Expressway. Amenities in the pet-friendly hotel include complimentary shuttle service to and from the Augusta Regional Airport; a 32-inch LCD HDTV, MP3 clock radio and complimentary high-speed Wi-Fi in every room; oversized whirlpool tubs when you upgrade to a suite; eleven meeting rooms; dining and drink experiences at Andrew’s Restaurant and the sophisticated Lotus Lounge. Guests can also enjoy the many exciting experiences Augusta has to offer such as shopping at the nearby Augusta Mall, a visit to the Augusta Museum of History, a stroll on the beautiful Riverwalk Augusta along the Savannah River, a concert at the Lady Antebellum Amphitheater or a round of golf at one of the city’s many public courses.  

So, if you ever find yourself in Augusta, for business or for pleasure, stop by the DoubleTree by Hilton for a delicious chocolate chip cookie with general manager Les Reagan and enjoy the show.