Photo By Lt.Cmdr. Jim Remington | Joint Base Anacostia-Bolling (JBAB) Commander, Navy Capt. Frank Mays, presents the...... read more read more
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WASHINGTON, D.C. - Three of four Joint Base Anacostia-Bolling (JBAB) unaccompanied housing units won an A-List Real Estate Award for Customer Service Excellence based upon Commander, Navy Installations Command’s (CNIC) 2014 Resident Satisfaction and Opinion Survey.
The survey, conducted by Christopher E. Lee & Associates, Inc. for all Navy unaccompanied housing units worldwide, asked residents to rate their facility on a number of customer service measures of effectiveness.
Unique within Naval District Washington (NDW), JBAB manages four of the district’s 10 unaccompanied housing units in a region that spans the area from Fort Meade to Annapolis to Dalhgren and Patuxent River. JBAB and Naval Support Activity (NSA) Bethesda are the only two installations to manage more than one (NSA Bethesda manages two). Together, JBAB’s unaccompanied housing team manages Enterprise Hall, Furnari Hall, the Honor Guard Barracks, and Blanchard Barracks.
Criteria for the “A-List Award” is a customer service score of 85 percent or greater. Enterprise scored highest in the NDW region with 92.9 percent. Furnari placed third with an 88.8 percent score, and the Honor Guard Barracks also earned the award placing sixth in the region with 86.8 percent satisfaction rate among residents.
Culinary Specialist 1st Class Antonio Granderson, manager of the U.S. Air Force Honor Guard Barracks, said his supervisor, JBAB Unaccompanied Housing Director Brian Jackson, while proud of the team’s accomplishment, did not want the team to be content with this win because he believes they can do more. Jackson already set the goal of earning the top award in 2015, known as “Platinum A List,” which is achieved by attaining a customer satisfaction rating of 93.9 percent, a distinction unattained by any facility within NDW in 2014.
JBAB Commander, Navy Capt. Frank Mays, presented a handful of employees from JBAB’s unaccompanied housing team with their awards on June 23 at the start of his weekly staff meeting, congratulating those present as well as the rest of the team who couldn’t be there.
“It’s basically a combination of two things: one, how well they did, and two, how well they were able to get the residents to respond to the survey. On both counts Brian Jackson’s folks hit it out of the park,” Mays said. “And what happened when Brian Jackson told me that they had won these awards? He told me, ‘We’re going to get on the Platinum A List next year. So that’s the attitude and the way it ought to be.’ “Normally you don’t mention the folks who didn’t win the award,” Mays continued, “but Blanchard Barracks was the only barracks that didn’t win. And if you look at their score, they just barely missed it. So that in and of itself is quite a feat.”
In previous years, CNIC assessed and awarded unoccupied housing on an installation versus an individual barracks basis. Under that methodology JBAB earned awards each year from 2008 to 2012. Beginning in 2014, the survey was conducted at the individual barracks level.
“There are a lot of people who are responsible for this award that we couldn’t bring because we would overflow the commander’s meeting,” said Jackson. “We have the front desk supervisors, all of our military support, our housekeeping staff, our maintenance staff. They are just as much a part of this as anyone. They get the grunt work done and they interact with our residents on a daily basis. They answer the trouble calls, clean the rooms, clean the common areas. Everything that this award is based upon, they are a big part of it.”
When asked what it meant to him, Granderson touched on what is likely a key element of JBAB’s success across their unaccompanied housing enterprise.
“It just shows how cohesive a unit we are. If you’re Air Force Honor Guard, Army, Navy, or whatever, we can accommodate you and we can meet those high standards that each branch has. As a building manager, if there is ever something you don’t have for your building, [the others] can give you help, assistance, or answer a question. It’s like a big family. That’s what makes things easy,” he said.
Building Manager for Enterprise Hall, John Inaldo, whose building earned the highest marks, said this recognition means a great deal to him and his team.
“It means that all the hard work that we did improving the quality of life of the residents: improving the common areas, cleaning the buildings, when we get a report that something is broken we fix it right away - all of these things matter to our residents and improve their quality of life. It’s a very good thing to know that we’re doing the right things, and next year we aim to get the Platinum Award,” Inaldo said.
Charlene Johnson, building manager for Furnari Hall which houses members of the U.S. Navy Ceremonial Guard said, “It means we have great rapport and response rate with our customers which are the U.S. Navy Ceremonial Guard. It means that we’re doing something right. If they put in a call for something, our job is to see to it that we get it done in a timely fashion. We jump right on it and try to get it done as soon as possible. So this means a lot. It’s a team effort though, so it’s not an ‘I’ thing; it takes all of us. Even the front desk they play a part in it too. As long as we continue to be incorporated like a family, then everything will run smoothly.”
| Date Taken: | 06.23.2015 |
| Date Posted: | 09.25.2015 07:07 |
| Story ID: | 177181 |
| Location: | WASHINGTON, DC, DC, US |
| Web Views: | 129 |
| Downloads: | 0 |
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