Exchange Ready to Serve As Hurricane Irma Roars Ashore

The day after Hurricane Irma skirted Puerto Rico, customers at Fort Buchanan were surprised to find Starbucks open and ready to serve them a comforting cup of coffee or a snack.

On Sept. 7, just a day after the Category 5 hurricane made landfall over the U.S. territory, leaving 70 percent of the population without electricity and 500,000 without running water, Fort Buchanan’s Exchange opened gas stations and restaurants, such as Starbucks, by mid-morning. Dedicated associates greeted storm-weary shoppers, providing much-needed goods to the garrison’s recovery crews and a place to find peace after a long night of enduring hurricane-force winds and rain.

“It’s an amazing team, and I am honored and proud to be a part of it,” said Puerto Rico/Honduras Exchange General Manager Nick Nguyen. “Many of our Exchange associates and their families are still dealing with no electricity or running water at home, but they have been putting their personal hardships aside and coming to work with positive spirits to serve the community.”

One associate, Food Service Worker Margarita Torres, had trouble getting to Fort Buchanan because of a downed tree. Instead giving up and staying home, Torres brought her husband to move the tree so she could continue to work.

“I felt my customers needed me more than ever,” Torres said.

“That’s the general feeling of our associates; they have been amazing in their efforts to serve the Fort Buchanan community since the hurricane. Our food facilities been serving 1,800 meals a day, that’s 50 percent more customers than normal,” said Nguyen.

On Sept. 11, Puerto Rico Exchange facilities were up and running as normal.

Impressed by the dedicated associates, Fort Buchanan Garrison Commander COL Guy Bass held an event Sept. 13 to personally recognize their efforts.

Even during continual support after Hurricane Harvey, which roared through the eastern Texas Coast on Aug. 25, the Exchange lost no time in preparing for Hurricane Irma. The Exchange proves being well-prepared is a team effort.

“The coordination between Logistics, Merchandising Directorate, Information Technology, Plans and Facility Management as well as others has really allowed the Puerto Rico team to shine before the community,” said Southeast Regional Vice President Jesse Martinez.

Examples of the magnitude of the Exchange’s efforts affected by Irma include:

• Logistics sending bottled water from the Waco Distribution Center in Texas for possible impacted areas in Florida and Georgia.
• The Merchandising Directorate ensuring there was sufficient emergency items in stock for support, such as generators, batteries, flashlights, tarps, gas cans, first aid kits, etc.
• Staging mobile field exchanges (MFEs) in Florida, Georgia, South Carolina and North Carolina to provide support for troops during relief efforts.

Not only did the Exchange step up support for areas likely to be hit hard by Irma, the team also partnered with the Coast Guard to supply bottled water to Puerto Rico. Dan Daniel DC normally supply water to the Coast Guard Exchange (CGX) and due to the hurricane, an emergency bottled water order needed for the Puerto Rico CGX was in jeopardy after a Coast Guard truck broke down en route to Dan Daniel DC to pick up its on-hand bottled water supply. Dan Daniel DC Manager Scott Montgomery immediately sent a truck driver to drop off the load to make the scheduled flight to Puerto Rico. Montgomery also requested space on the aircraft going to Puerto Rico for emergency supplies for the Fort Buchanan Exchange. Chief Operating Officer of the Coast Guard Exchange Service John Reiley made a few quick calls to ensure space on two aircraft for emergency supplies, such as water and bleach for the CGX plus, generators, batteries, flashlights, tarps, gas cans, first aid kits, etc. for the Exchange.

“There are so many great stories from this past week of our associates stepping up. I am so proud of our team,” said Executive Vice President and Chief Logistics Officer Karen Stack.

“Special thanks to our entire Exchange team for their outstanding support to help those impacted by Hurricane Irma, plus a special callout to those who remained behind to serve our patrons—truly the best customers in the world, served by the best retail team in the world! Hooah!”

-Director/CEO Tom Shull

Before the storm hit Fort Stewart on Sept. 10 and initial installation evacuation, a unit of 100 Soldiers were asked to remain on post. General Manager Amanda Hartfield hunkered down with them. During the height of the storm, Hartfield spent the night in her office to ensure her teammates and customers were cared for in the aftermath of the hurricane.

“We were asked by the post to stay behind as there would be no access after it closed,” said Hartfield. “Loss Prevention Manager Rose Santiago-Gonzales,  Area Loss Prevention Manager Richard Cubbage and I remained at the GM office to ensure we would have access to facilities if needed due to damage.”

Fort Stewart had minor wind damage and flooding after the storm.

“Family serving family is truly exemplified in times of disasters, such as Hurricane Irma. The Exchange ensures that our family is provided with a sense of normalcy to help ease any stressors brought on by this storm,” said Hartfield.

“It’s one of many examples of what this great team is willing to do to take care of the troops and the community,” said Executive Vice President and Chief Operating Officer Dave Nelson.

Director/CEO Tom Shull had oversight of the Exchange team efforts as Hurricane Irma barreled across the Exchange’s Eastern Region. Shull expressed his gratitude for all the hard work: “Special thanks to our entire Exchange team for their outstanding support to help those impacted by Hurricane Irma, plus a special callout to those who remained behind to serve our patrons—truly the best customers in the world, served by the best retail team in the world! Hooah!”

As events unfold, look to the Exchange Post to keep you updated on the ongoing recovery efforts and how they affect our military communities and associates.

As of Sept. 11:

• These Exchanges in Florida, Georgia and South Carolina are temporarily closed until the all clear is given on or after Sept. 12; MacDill AFB, Fort Gordon, Tyndall AFB, Patrick AFB/Homestead/SOUTHCOM, Shaw AFB.
• All of Moody AFB’s Exchange activities are closed Sept 11-12. Located in southern Georgia, Moody is a staging area for FEMA, Defense Logistics Association and first responders.
• Fort Stewart and Hunter Army Airfield, both in Georgia, are closed with command projecting the return of Soldiers and family members Sept. 16-17, depending on the impact of the storm.
• Joint Base Charleston’s Express, main store and a restaurant are open to support returning community members. All facilities at the South Carolina installation will resume normal hours Tuesday unless otherwise directed by Command.
  

  Associates use sandbags to prepare the MacDill AFB’s main store from storm damage as Hurricane Irma approaches.

  

  Mini Team: Yael Flores, Curtis Hendrick, Arleth Caro, Allegra Hartsell and Sandra Robertson

  

  The Southcom Exchange Mini Express team, Yael Flores, Curtis Hendrick, Arleth Caro, Allegra Hartsell and Sandra Robertson, were ready for customers after Hurricane Irma.

  

  The Homestead Exchange team, Christopher Ikpe, Eartha Roberts, Jeffrey Moss, Mary Garcia and Laura Maldonado, worked hard to ensure customers had a place to shop after Hurricane Irma.

  

  Patrick AFB Main Store sent a special delivery of five pallets of water to support Southcom and Homestead Express.

  

  These brave Patrick AFB Express associates, Eliza Acierto, Bob Anderson, Rolinda Carafa and Rosalinda Cordero, were the last associates off the installation before the storm hit the area.

   

As of Sept. 13:

• MacDill AFB: Resumed normal operations Sept. 12
• Patrick AFB: Installation resumed operations Sept. 13. Minimal damage to facilities and power is restored. Resumed normal ordering/delivery.
• Homestead: Installation was without power, but the Express resumed operations Sept. 12. The main Exchange and Charlie’s will resumed operations Sept. 13.
• Moody AFB: Installation resumed operations 13 September. Exchange facilities operating limited hours today as installation remains open to essential personnel only.
• Ft Stewart/Hunter: Installation resumed operations Sept. 13.
• Fort Benning: Installation resumed normal operations at 1300 Sept. 12.
• Joint Base Charleston: Installation resumed normal operations Sept. 12. The food court was the only Exchange facility unable to open due to employee evacuation
• Ft Gordon: Installation resumed normal operations Sept. 12.
• Tyndall AFB: Installation resumed normal operations Sept. 12.
• Shaw AFB: Installation resumed operations Sept. 12. No damages to facilities.

As of Sept. 14:

• Exchange recovery efforts wind down and regular installation operations have effectively resumed across the board.