AAFES boss leaves legacy of benefits for more veterans and stronger perks for all. Aug 17, 2026, 09:16 AM The military retail customer has changed during Tom Shull's 14-year tenure leading the Army and Air Force Exchange Service, primarily because of the COVID-19 pandemic. "We went suddenly from business attire to very casual, and that happened overnight, so we had to adjust very quickly to that shift," he said during a recent interview with Military Times. Even now, customers haven't returned completely to previous norms, he said. There have been some significant shifts in tastes, and fashion needs have focused more on beauty products and footwear. "We're meeting the needs of the customer, as customers transition to a different focus, both in apparel and in other categories," Shull said. Shull, who retired in June, is the longest-serving director in AAFES' 131-year history and the first civilian to serve in that position. He's an Army veteran and came into the job with a variety of commercial retail experience, where his primary focus was improving the customer experience. AAFES and all the services' exchange systems are open to eligible military customers of all branches of service. In his 14-year tenure, Shull fought to extend the online exchange benefit to all honorably discharged veterans; reduced AAFES' debt from $2.4 billion to zero; increased customer satisfaction to 95%; fought off efforts to privatize or consolidate military stores; and weathered the COVID-19 pandemic to keep stores open and customers safe, among other accomplishments. "Tom Shull spent his career working on behalf of service members and military families," said Eileen Huck, director of government relations for the National Military Family Association. "He recognized the importance of the exchange to military families, especially those stationed overseas, and worked tirelessly to ensure that military families had access to essential products at reasonable prices." When he came aboard in 2012, Shull changed AAFES' heavy focus on private-label brands and included more choices in name brands in a variety of areas. "We should have focused on the fact that our service members want to receive the same respect and opportunities that their counterparts do off the installation," Shull said, noting that he made decisions based on data. The agency pivoted to expand choices of name brands like Michael Kors and Ralph Lauren, and it focused on providing new movies. It showed first-run movie premieres in deployed areas and offered name-brand eateries on installations, he said. The exchanges provide these products and services at varying discounts, but purchases are also tax-free. AAFES has been expanding to partnerships with companies like Home Depot and Bass Pro Shops. AAFES still provides a robust selection of private-label options, which are generally cheaper. Primary focus: young troops and families. AAFES' core customers are young, active-duty service members and their families, Shull said. "We do everything we can to provide for their needs," he said. Their efforts have paid off: In 2025, AAFES' customer satisfaction rating was 95%, up two points from 2024. Ten years ago, the rating was 68%. Before AAFES scored low on a recent customer satisfaction survey, officials had already begun a process to improve the customer experience before, said AAFES' director. Part of meeting the needs of the military community has been expanding their customer base. "His greatest legacy was expanding the benefit to a larger veteran group," said Steve Rossetti, president of the American Logistics Association, representing companies that sell products and services to the military resale community. Under Shull's leadership, AAFES' customer base has more than doubled, from 12 million to 30 million. It expanded its online shopping benefit to all veterans who served honorably. "It was one of those things that I was so honored to be a part of," Shull said. "It took us a long time," he said, but it is a meaningful benefit for veterans to be able to shop online tax-free. Since Veterans Day 2017, when they became eligible, more than 1 million veterans have created accounts on ShopMyExchange.com, spending $700 million. Previously, veterans who didn't retire from the military generally didn't have online exchange shopping privileges. In addition, since Jan 1, 2020, all veterans with service-connected disability ratings from 0% to 100% can shop in-store at military exchanges, and more than 600,000 have used their new benefit in AAFES stores. "Our customer really values their lifelong connection to the military community, and that really is apparent, not just in their gratitude for being able to receive this benefit, but in terms of sales and earnings that we can then dedicate to active duty service members and their families," Shull said. "Veterans and even disabled veterans pay forward to support active duty." Hey veterans, you can soon shop tax free. AAFES has returned about $3.4 billion in dividends out of profits to the military community to support quality of life since 2012. "That has become really more important than ever, especially as during certain times with certain administrations there has been a shortage of appropriated funds to support quality of life," Shull said. Looking back on his time as director, Shull's biggest challenge was navigating the COVID-19 pandemic. The AAFES team aggressively acquired personal protective equipment, such as masks, gloves and acrylic protective screens, and it balanced the safety of employees and customers in a great time of uncertainty, while continuing with the ever-important mission to provide needed products to military customers. The exchanges first experienced the effects of the pandemic in the Pacific, then in Europe before the disease moved to the continental United States. Throughout his tenure, Shull led the effort to shore up AAFES' financial underpinnings. The agency reduced its debt load by $2.4 billion, down to zero, giving AAFES more flexibility and capacity to move quickly to fund operations in various circumstances. The team has aggressively reduced its overhead costs. Without furloughs or layoffs, it reduced the number of personnel by 40%, from 40,000 to 24,000, through attrition. "We pay our associates well and executives well," he said, but they don't exist to pay high bonuses or to give extraordinary dividends to shareholders. "We exist to serve soldiers, airmen, guardians, Marines, sailors and their families," Shull said. A 'sacrosanct' benefit. In his years at AAFES, Shull has come to describe the military resale system as "sacrosanct." "I feel that passionately," he said, "because it's such an important benefit." He's weathered multiple efforts, mostly within the Defense Department, to privatize, consolidate, or otherwise drastically change the commissary and exchange benefits. "There's always been a very high reluctance by retailers if they were interested in acquiring the stores, to support service members down range, among other things," he said. AAFES has more than 300 operations supporting deployed troops in Southwest Asia, Eastern Europe, the Pacific and Africa. "We have 24 mobile field exchanges, which aren't inexpensive, 53-foot retail trailers that rapidly deploy to disaster zones, contingency locations, training exercises, without any taxpayer dollars," he said. "A commercial retailer would shutter exchange facilities in remote and isolated locations, because there would be no financial justification for keeping them open." In addition, there would be no financial incentive for private sector stores to sell military clothing items at cost; or to serve the 3.5 million school lunches AAFES serves at DoD schools overseas each year at cost; or to contribute profits to installations' quality of life programs. Commercial entities might not put the same emphasis on hiring military spouses and veterans that AAFES does, which has resulted in hiring 68,000 since 2013, he said. Not all of those are still within the AAFES ranks, but they do have access to an associate transfer program, where spouses can apply for jobs wherever their spouse may be stationed in the next permanent change of station move. AAFES has also increased the credit toward retirement from five to seven years for veterans joining their workforce. The next steps for Shull remain to be determined. "I want to spend more time with my family. They've been so supportive. The reason I've been able to continue to focus on the military is because they've been so supportive... Serving those who serve has been the honor of my life," he said. Retired Army officer Bill Fitzhugh will take over leadership of the military's 235 grocery stores worldwide. He's confident AAFES will be in good hands with the next director and CEO, Brad Bingham. The two have worked together for 14 years. Bingham was most recently deputy director and chief financial officer. "He'll be very committed to continuing the positive momentum we began 14 years ago. He understands our culture, he understands the need to focus on the core customer, the service members and their families," Shull said. "The time is right for me to move on. I'm ready to have the next generation carry this great company forward." Karen has covered military families, quality of life and consumer issues for Military Times for more than 30 years, and is co-author of a chapter on media coverage of military families in the book "A Battle Plan for Supporting Military Families." She previously worked for newspapers in Guam, Norfolk, Jacksonville, Fla., and Athens, Ga.

U.S. Hotel Sales volume rises in second quarter. Yesterday at 2:00 PM PDT Skift take. LW Hospitality Advisors recorded 107 single-asset U.S. hotel transactions over $10 million in the second quarter. Plus, more hotel deal and development news. LW Hospitality Advisors' second-quarter 2026 Major U.S. Hotel Sales Survey recorded 107 single-asset transactions over $10 million, totaling approximately $3.8 billion and roughly 17,300 rooms. The average sale price per room was $218,000. Compared with the second quarter of 2025, the number of trades rose 20% and total dollar volume increased 16%. California, Florida, and New York accounted for 41% of trades and 50% of total investment volume. Notable transactions included Northwood Investors' sale of the 254-room Cheeca Lodge & Spa in Islamorada, Florida to Bass Pro Shops for nearly $306 million; Blackstone's acquisition of the 821-room Hyatt Regency San Francisco from Sunstone Hotel Investors for $279 million; and Meliá Hotels International's purchase of the 313-room INNSiDE by Meliá New York NoMad for $203 million, its first owned real estate in the U.S. after operating the property under a long-term lease since 2016. Associated Luxury Hotels International launched its Luxury Leisure & Business Travel Division, a sales service covering six transient channels - luxury wholesale, corporate travel, consortia, entertainment, retail, and online travel agencies. The division is designed to work as an extension of each member hotel's commercial team. It is led by SVP of Member Strategy & Commercial Strategy Cesar Wurm and includes Karen Codilla as vice president of optimization and three directors of global sales. Chatham Lodging Trust reported second-quarter RevPAR of $158, up more than 3% year-over-year and an all-time second-quarter high, with AFFO per diluted share rising 22% to $0.48. The company raised full-year guidance, with RevPAR now expected between $142 and $144 and AFFO per diluted share of $1.28 to $1.34. Chatham repurchased 0.3 million shares in the quarter at an average price of $9.07. It also commenced construction on a 130-suite Home2 Suites by Hilton Portland Downtown Waterfront, expected to open in the second quarter of 2028. Crestline Hotels & Resorts was selected by JMA Ventures to manage the dual-branded SpringHill Suites by Marriott Avon Vail Valley and TownePlace Suites by Marriott Avon Vail Valley in Avon, Colorado. The two properties, comprising 116 and 127 suites, respectively, sit near Beaver Creek and Vail's ski slopes. Both offer complimentary breakfast, an outdoor heated pool, a fitness center, a winter shuttle to the ski resorts, and the Corduroy Bar and Bites. Hilton Garden Inn Cincinnati/West Chester completed a $1.6 million renovation of its 125-room property in West Chester Township, Ohio. The six-month project covered guestrooms, lobby, meeting space, fitness center, pool and outdoor space. The hotel is owned by Sterling Hospitality and managed by Ivy Hospitality. IHG Hotels & Resorts opened Garner Birch Run - Frankenmuth Area, a 71-room converted property in Birch Run, Michigan. The hotel is owned by Birch Run Lodging and managed by Mid America Hospitality. Amenities include complimentary breakfast, a fitness center, an indoor pool, and a 24-hour market. Gottardo Hotels & Resorts opened the 125-suite Staybridge Suites Aurora East by IHG in Aurora, Ontario, next to its existing Holiday Inn Express & Suites Aurora. The extended-stay property offers studio, one- and two-bedroom suites with fully equipped kitchens, complimentary breakfast, an indoor pool, and a lobby bar. The hotel also includes the Valentino Event Centre, a 3,190-square-foot venue for meetings and social events. Reuben Brothers and Three Rules Capital received approval for Esencia, a $2 billion-plus luxury development on more than 2,000 acres along Puerto Rico's southwest coast in Cabo Rojo. The project will include 500 luxury hotel rooms anchored by Mandarin Oriental and Rosewood Hotels & Resorts, along with 1,200 private residences priced from approximately $2 million to over $20 million. Additional hotel partners are expected to be named this summer. The first phase is expected to break ground shortly, with guests and residents welcomed in late 2029. CASCADA announced plans for a 68-room wellness retreat in Bend, Oregon, expected to open in 2028. The property builds on the brand's Portland flagship and will feature rooms with private balconies and fireplaces, thermal springs, spa facilities and food and beverage offerings. The project is expected to create more than 150 permanent jobs. Left Lane will open Recess Hotel & Club Savannah in September 2026. The 221-key lifestyle hotel and members' club comprises 136 guest rooms, 23 suites, and 62 bunk rooms. Food and beverage outlets include French brasserie Le Flâneur and rooftop bar and pool Kilter. The property also features a lobby bar, wellness spa Saltgrass, members-only social club Club Recess, and 6,500 square feet of event space. The hotel is a member of Leading Hotels of the World and is Left Lane's second Savannah property, following Hotel Bardo Savannah, which opened in February 2024. Lark Hotels opened Shore Haven, a 21-room boutique hotel in Falmouth, Massachusetts. The property is housed in a building originally constructed in the 1800s and features interiors by Boston firm Reider + Co., a heated saltwater pool, and outdoor gathering spaces. The Kontiki Beach Resort in Willemstad, Curaçao, added 22 rooms and suites. The new wing centers on a magnesium pool and features natural materials throughout. The resort has operated since 2006. Hilco Real Estate is managing two hotel bankruptcy sales. The former Wyndham City Centre in Springfield, Illinois - a 31-story property with 369 guestrooms, 27 apartments and roughly 50,000 square feet of meeting and event space - has a Sept. 15 bid deadline. The 138-room Baymont by Wyndham Lubbock Downtown Civic Center in Lubbock, Texas, is being brought to market with bids due Aug. 18. Both sales are subject to bankruptcy court approval. CooperWynn Capital closed a $4.875 million CMBS refinancing of the 64-room My Place Hotel-Midland, Texas. The five-year fixed-rate, non-recourse loan returned equity to ownership through a cash-out structure. Personnel moves. Pyramid Global Hospitality made four senior appointments. Chris Dunne joins as chief financial officer, with prior roles at Atrium Hospitality and IHG Hotels & Resorts. Jenny Zhang was appointed corporate vice president of luxury operations, most recently with The Ascott Limited. Thomas Pavlik and Chad Heilesen were promoted to vice presidents of operations within the Benchmark Resorts & Hotels portfolio. Bill McKinney joins as corporate director of food and beverage, coming from IHG's Luxury & Lifestyle portfolio where he oversaw food and beverage at more than 45 hotels. Azul Hospitality appointed Jennifer Boyce-Heller as senior vice president of accounting and Bobby Copeland as regional vice president of operations. Boyce-Heller joins from Sage Hospitality Group, where she led the company's enterprise accounting platform. Copeland brings more than 25 years of experience across Marriott, Hyatt and Hilton-branded hotels. Onefinestay appointed Kate Brown as vice president of sales. Brown brings more than 15 years of luxury hospitality experience, most recently as director of sales at Auberge Resorts Collection. The company also plans to introduce two new destinations before the end of 2026.