MWR Orientation 2006
Welcome to our World
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.
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.
Direction Leaders
CFSC
IMA
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)
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.
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
Fort Bliss MWR Services
•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 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
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
Army Community Svc
Family Action
Libraries
Physical Fitness Centers
Parks/Recreation Center
Outdoor Courts (Community)
Sports Programs (Intramural)
Child Development Service
Youth Services Center
Sports Program
Craft Shops
ITR
Swimming Pools
Army Lodging (Inn)
Clubs
Rod & Gun Facility
Golf Course
Bowling Center
RV Park
MWR Funding Sources
APF Dollars
Congressionally Allocated
NAF Dollars
Locally Generated Money
AAFES Dividend
Income From PX, Food, Phone and
Class VI Sales
FY 06 Total Program:
$
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
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
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
Be an MWR
Brand
Champion!
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!
Disney Customer Service
Standards
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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
DISNEY CUSTOMER SERVICE:
Equation for Success
Quality
Quality
Quality
Cast
Guest
Business
Experience Experience Practices
Who will make it happen? Why are we here? How will we be successful?
EXCEED Guest Expectations.
Pay attention to DETAILS .
DISNEY CUSTOMER SERVICE:
Disney keeps it simple.
Keep it friendly.
Keep it clean.
Keep it safe.
Make people happy.
DISNEY CUSTOMER SERVICE:
Guest Service Guidelines
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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.
VIDEO – First Impressions
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
DISNEY CUSTOMER SERVICE:
Keep it clean.
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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
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.
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.
VIDEO- Treating them Right
DISNEY CUSTOMER SERVICE:
Dealing with an irate guest.
1. Step Back
2. Analyze the situation – understand what’s bothering
the guest.
3. Try to fix the situation the best you can.
Ask “What can I do to make this right
for the guest?”
4. Take time out and review the situation and how it
was handled. How can I make it better next time?
5. Don’t let it affect your relationship with the next
guest.
VIDEO – Dealing with an Irate
Guest
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.