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MWR Orientation 2006

MWR Orientation 2006

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MWR Orientation 2006

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  1. MWR Orientation 2006 Welcome to our World

  2. What is MWR? Army MWR exists because the U.S. Army is committed to the well-being of the community of people who serve and stand ready to defend the nation. Army MWR is a comprehensive network of support and leisure services designed to enhance the lives of soldiers (active, Reserve, and Guard), their families, civilian employees, military retirees and other eligible participants. Over 37,000 MWR employees worldwide strive to deliver the highest quality programs and services at each installation -- from family, child and youth programs to recreation, sports, entertainment, travel and leisure activities. Their mission is to serve the needs, interests and responsibilities of each individual in the Army community for as long as they are associated with the Army, no matter where they are.

  3. History of MWR MWR started on the battlefields of World War I, where behind the lines, Salvation Army sisters and Red Cross volunteers ministered to the needs of soldiers as the forerunners of today's morale, welfare and recreation specialists. After the war was over, funding stopped and morale programs were mothballed. It wasn't until July 1940 that the Morale Division - later named Special Services - was established within the Adjutant General's Office. Between 1946 and 1955, the core recreation programs were established and staffed by a combination of active duty military and civilians. Until the mid - 1980s, active duty enlisted soldiers and officers held military occupational specialties in Special Services and were assigned at every level of command. As those occupational specialties were discontinued, civilians continued to operate MWR programs with military oversight. Special Services underwent much reorganization and had many names before coming to its present configuration as morale, welfare and recreation.

  4. Direction LeadersCFSC IMA Secretary of the Army activated the U.S. Army Installation Management Agency on Oct.1, 2004. The new agency is a result of the Army leadership’s vision to streamline headquarters, create more agile and responsive staffs, reduce layers of review and approval, focus on mission, and transform the Army.   The IMA brings together all installation support services under one umbrella to promote optimal care and support of soldiers and families. The IMA will support readiness, promote well-being of soldiers, civilians and family members, and preserve infrastructure and environment. The IMA structure enables the Army to establish standards, resource to standard, and deliver equitable services from installation to installation. The establishment of the IMA will enable the Army to enhance quality of life for soldiers, enable tactical units to focus on training, deployment and operations, strengthen combat readiness and support the Army’s vision for Transformation. • The U.S. Army Community and Family Support Center (CFSC) was established by the Department of the Army in November 1984.  Commanded by a Brigadier General, the CFSC provides oversight for Army Morale, Welfare and Recreation (MWR) operations worldwide. As headquarters for Army MWR, the CFSC is committed to providing the highest quality MWR programs that support soldiers (active and reserve), DA civilians, retirees and their families. • CFSC provides other services within the Army such as management of the Armed Forces Recreation Centers, NAF Benefits, NAF Contracting services, and NAF Construction expertise. • CFSC is an agency within the Assistant Chief of Staff for Installation Management (ACSIM)

  5. What is MWR at Fort Bliss? • Dedicated to providing an improved quality of life for our Soldiers and families • Charged with generating a bottom line income that allows for • Capital purchases in support of MWR programs • Maintaining solvency to meet operating expenses • Supporting Soldiers and families while appropriated support dollars decrease and demand increases • Providing job opportunities for family members • Continually cultivating a community environment

  6. MWR Business Operations Clubs/Food Service Golf Bowling Lodging Services Rod/Gun Program Recycling Unit Funds Private Organizations & Commercial Solicitation Marketing Coin-Operated Car Wash Army Community Service (Soldier/Family Support) Child and Youth Services Recreation and Sports Programs Auto Crafts Services Frame Shop Parks Swimming Pools Lock-Leave Storage Services BOSS Program Liaison Special Events (Concerts, Entertainment, etc.) Fort Bliss MWR Services

  7. Fort Bliss MWR Highlights • Over $48 Million in renovations have modernized MWR • 52-lane automated Bowling Center with automatic scorers • Largest NCO Club/Banquet Facility in Army • Three of the four certified picture framers in the El Paso area • Finest park facilities in El Paso are located at Ft. Bliss • Two 18-hole golf courses • Comprehensive sports and recreation facilities • Two full-service Youth Centers; two Child Development Centers • Opened first CYS Modular Facility in DoD • Premier Rod and Gun facility, open to the public • New 8-bay coin operated car wash • Large scale Paint Ball obstacle course

  8. Category A Category B Category C Army Community Svc Child Development Service Clubs Family Action Youth Services Center Rod & Gun Facility Libraries Sports Program Golf Course Physical Fitness Centers Craft Shops Bowling Center Parks/Recreation Center ITR RV Park Outdoor Courts (Community) Swimming Pools Sports Programs (Intramural) Army Lodging (Inn) MWR Funding Categories CAT A: Facilities authorized 100% APF Support CAT B: Facilities authorized both APF and NAF Support CAT C: Facilities authorized no APF Support; must be self-sustaining; 100% NAF

  9. FY 06 Total Program: $ MWR Funding Sources APF Dollars Congressionally Allocated NAF Dollars Locally Generated Money AAFES Dividend Income From PX, Food, Phone and Class VI Sales NAF now represents over 61% of MWR budget • Funds are used for program support and capital improvements • All money spent on post stays on post • We make no profit in MWR • Everything is returned to the community

  10. Key Facility Improvements • Renovated Community Swimming Pool (slide, fiberglass liner, etc.) • Retiled locker room floors at Stout and Milam • Thunder Alley installed at Bowling Center • Upgraded YS Computer Centers • Replaced turf at Biggs Park • Opened new Teen Center • Stout Track and Field Complex • Installed Mondo Sports Flooring at Stout and Logan Fitness Centers • Upgraded Rod & Gun Machines and Facility • Golf Cart Storage/Maintenance Facility • CYS Central Registration moved to Bldg 1743, renovated area • New pool decking surface (Community) • Starbuck’s Coffee Shop

  11. What is your role as an MWR employee? No one is closer to the customers or better positioned to influence them face-to-face than MWR’s employees. YOU drive awareness, connection and participation. Build relationships with customers. Customers are our strongest advocates. Be knowledgeable about every area of MWR – not just your facility. Be an MWR Brand Champion!

  12. YOUR Role In Fort Bliss MWR • We are committed to providing support and leisure services that are as outstanding as the people we serve. • Our aim is to be there for our customers and to meet their individual needs for: • Exceptional Service • Information and Access • Consistent Quality & Value • Employees make the difference!

  13. Disney Customer Service Standards • MWR Service Theme and Standards • First Impressions (video) • Disney Principles • Treating them right (video) • MWR and Disney • Dealing with Irate Guests (video) • Empowering the Frontline

  14. DISNEY CUSTOMER SERVICE:Equation for Success Quality Cast Experience Quality Guest Experience Quality Business Practices Who will make it happen?Why are we here?How will we be successful? EXCEED Guest Expectations. Pay attention to . DETAILS

  15. DISNEY CUSTOMER SERVICE:Disney keeps it simple. • Keep it friendly. • Keep it clean. • Keep it safe. • Make people happy.

  16. DISNEY CUSTOMER SERVICE:Guest Service Guidelines • Make eye contact and smile. • Greet and welcome each and every guest. • Seek Guest contact. • Provide immediate service recovery. • Display appropriate body language at all times. • Preserve the “magical” guest experience. • Thank each and every guest.

  17. VIDEO – First Impressions

  18. DISNEY CUSTOMER SERVICE:Keep it friendly. • Listen, understand and respond to guests – this is everybody’s business • Know the answers to questions (or find the answer) • Give a personal touch • Use friendly phrases (scripts) • Be prompt and speedy • Smile • Get used to saying Thank you, and May I help you. • MWR uniform (MWR badges if applicable) • Work Clothes • Clean appearance

  19. DISNEY CUSTOMER SERVICE:Keep it clean. • Nothing mars the set • Signage sends a message; informative • Clean, clean, clean (inside and out) • Facility standards • “Disney checks” by all; checklists a must • Send the right message • Guide the guest experience • Employ visual and non-visual details • Separate on stage from back stage • Maintain the setting

  20. DISNEY CUSTOMER SERVICE:Keep it safe. • “Guests” are our responsibility. • “Guests” are “cared” for. • A safe and secure guest is a happy guest….. and tells positive stories. • Design a set to be safe. • Procedures must enhance, not merely meet, safety expectations.

  21. DISNEY CUSTOMER SERVICE:Make people happy. • Treat guests as the lifeblood for your agency’s survival. • Scripted recovery strategies at the front-line. • Some customers will not voice their complaints…..they simply don’t return. • Welcome feedback; treat complaints as opportunities. • Listening posts; follow-up mechanisms, face to face surveys all work. • Constant checks on the front-line.

  22. VIDEO- Treating them Right

  23. DISNEY CUSTOMER SERVICE:Dealing with an irate guest. • Step Back • Analyze the situation – understand what’s bothering the guest. • Try to fix the situation the best you can. Ask “What can I do to make this right for the guest?” • Take time out and review the situation and how it was handled. How can I make it better next time? • Don’t let it affect your relationship with the next guest.

  24. VIDEO – Dealing with an Irate Guest

  25. MWR & Army Readiness The programs and services you deliver contribute to The Army’s strength and readiness by helping to reduce stress, build skills and promote esprit de corp. MWR services also help The Army attract and retain talented people. By serving, informing, and connecting customers to the broad range of MWR programs, you are helping to fulfill The Army’s mission.