WILLOWBROOK SHOPPING CENTRE TENANT MANUAL
2016
WILLOWBROOK TENANT MANUAL 2016
Table of Contents Introduction ............................................................................................................................................... 3 The Administration Staff ........................................................................................................................... 3 Marketing................................................................................................................................................... 4 Customer Service Centre ........................................................................................................................ 4 Gift Cards ............................................................................................................................................... 5 Gift Certificates...................................................................................................................................... 5 Gift Wrapping ........................................................................................................................................ 5 Specialty Leasing...................................................................................................................................... 5 Cart Wheels............................................................................................................................................ 5 Temporary Tenant Program................................................................................................................. 6 Maintenance Services ............................................................................................................................. 6 Waste Removal & Recycling .................................................................................................................. 6 Recycling ................................................................................................................................................... 7 Grease Disposal and Inspection ............................................................................................................ 7 Heating and Ventilation .......................................................................................................................... 8 Pest Control ............................................................................................................................................... 8 Rules for Successful Retailing .................................................................................................................. 8 After Hours Access To The Shopping Centre ........................................................................................ 9 Parking ..................................................................................................................................................... 10 Deliveries.................................................................................................................................................. 10 Security..................................................................................................................................................... 11 Keys ....................................................................................................................................................... 12 Hints & Tips ............................................................................................................................................... 13 Cheque Cashing Policies ................................................................................................................... 13 General Information............................................................................................................................... 13 Fire Extinguishers .................................................................................................................................. 13 Washrooms........................................................................................................................................... 13 Paging – P.A. System........................................................................................................................... 13 Food Court Trays.................................................................................................................................. 13 Sidewalk Sale Fire Regulations........................................................................................................... 14 In-Store Promotions ............................................................................................................................. 14 Service Corridors.................................................................................................................................. 14 Back Doors ........................................................................................................................................... 14 Kiddie Rides/Photo Machine Refunds.............................................................................................. 14 Lost & Found ........................................................................................................................................ 14 Staff Parking Plan.................................................................................................................................... 15
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WILLOWBROOK TENANT MANUAL 2016
Introduction Welcome to Willowbrook Shopping Centre! We are proud to have you join our team of stores, services and facilities. This manual has been developed to outline some of the services available to you and to provide some useful tips to ensure continued success. This manual is to be used by on site management and other store employees at Willowbrook Shopping Centre. You should keep this booklet in a handy place for quick reference for all of your staff and yourself. This is a guide and not inclusive of all situations and, in all cases, your Lease contract will govern when a discrepancy occurs. We encourage all staff to become familiar with the contents of this manual and be made aware of its location, for easy reference and in the case of an emergency. We encourage all merchants to visit Willowbrook’s online Tenant Portal for 24/7 access to shopping centre information, anywhere, anytime! At the Portal, you will find tenant information (such as tenant bulletins, newsletters, manuals and various guides), electronic form requests, management contact list, an annual event calendar, emergency notifications, and more! To access the Tenant Portal, visit shopwillowbrook.com and click on the “tenant login” wording at the bottom of the home page. Should you require additional information, please feel free to call or visit the Willowbrook Shopping Centre Administration Office and we will be happy to assist you. The Administration Office is located off of the corridor near Toys R Us. Willowbrook Shopping Centre Administration 150 – 19705 Fraser Highway Langley, BC V3A 7E9
Phone: 604.530.2115 Fax: 604.530.2877 Email: wbinquiries@bentallkennedy.com Visit us online at: www.shopwillowbrook.com www.facebook.com/WillowbrookShoppingCentre www.pinterest.com/shopwillowbrook The Administration Staff
General Manager Operations Manager Marketing Director Marketing Assistant Property Administrator Property Administrator Assistant Property Manager Customer Service Supervisor Administration Reception
Loralee Clarke Jay Prahalad Christinia Kogler Meghan McCrea
Meagan Hall
Natasha Bystrova
Linda Hrelia Lorrie Dippel
Dona Rayner For leasing inquiries please contact Larissa Jacobson at Bentall Kennedy (Canada) Limited Partnership, Vancouver, BC, 604.661.5000.
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WILLOWBROOK TENANT MANUAL 2016
Marketing The Marketing Department manages all aspects of marketing the shopping centre including image positioning of the shopping centre, promotions, advertising and special events. Each year the Marketing Director sets out marketing objectives and a strategic plan of implementation to reach those objectives. Merchants are encouraged to tie into promotions and special events whenever possible. This may be in the form of sponsorship, prize giveaways, volunteer participation or inclusion in advertising programs. Throughout the year, the Marketing Department communicates upcoming advertising campaigns, promotions and special events through bulletins, newsletters, marketing calendars and timely bulletins. The Marketing Department encourages participation at any level, as such, your ideas, inquiries, and comments are welcome! The Marketing Department would be pleased to discuss the marketing of Willowbrook Shopping Centre with you and can be reached at the Administration Office at 604.530.2115. It is the responsibility of each merchant to co-ordinate their own advertising and promotions for the benefit of their own individual store. The Marketing Department is available to assist in brainstorming and to provide contacts whenever possible. Customer Service Centre The Customer Service Centre is located by the Hudson’s Bay, adjacent to Eccotique Day Spa & Salon. The Customer Service Personnel are committed to making Willowbrook Shopping Centre a great place to shop and work by providing outstanding customer service. The Customer Service Centre has many services for you and your customers:
Shopping Centre Maps & Store Directories Willowbrook Shopping Centre Gift Cards Stroller & Wheelchair Loans Gift Wrapping Directions & Information Accommodation, Tourism & Attractions, and Transit Information Gift Ideas Lost & Found Shopping Centre Employment Opportunities Emergency “jump starts” for Vehicles “Hearts in Motion” Walking Club
Shop’n Stroll Program Student Price Cards
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WILLOWBROOK TENANT MANUAL 2016
Gift Cards Willowbrook Shopping Centre Gift Cards are available in denominations of $10 to $500 and can be purchased at the Customer Service Centre. We actively promote Gift Cards to the general public and corporations. It is very important that you and your staff know how to accept them. Handling procedures are listed in the Gift Card Merchant Guide and should be posted so your staff may follow these procedures correctly. Any merchant inquiries should be directed to Store Financial at 1.800.755.8608 or Willowbrook’s Customer Service Centre at 604.530.4492. Gift Certificates All expired gift certificates are re-issued on a Gift Card. Please contact Customer Service for more information. Gift Wrapping Gift wrapping service is available at the Customer Service Centre year round. Shoppers can have their purchases wrapped in a selection of paper or bags to suit any occasion: weddings, birthdays, baby showers, whatever the occasion. We have a great selection of eco-friendly wrapping, bags, and ribbon options to meet your needs. Prices start at just $3. Specialty Leasing We are dedicated to adding interest, activity and change to our merchandise mix in the shopping centre. The area of specialty leasing provides an opportunity for innovative products to be introduced to our market and offers our customers a constantly changing shopping experience. Cart Wheels Our Cart Program includes versatile vending carts. These carts can be leased to create an ever-changing display of exciting new products and take advantage of profitable impulse buying. A chance to experiment for a short time or grow into an even larger location with a minimum of investment and maximum of return. For more information contact Cart Wheels at 604.436.1171.
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WILLOWBROOK TENANT MANUAL 2016
Temporary Tenant Program This program utilizes vacant space by leasing to temporary tenants on a short-term basis. To avoid unsightly empty stores and increase product mix within the centre until a permanent tenant is found, these stores are leased to more experienced retailers. These vacancies vary in size and location and are an excellent vehicle to expand and test the sales of your products without a permanent commitment. Permanency can be considered while your store develops a client list and profits from low start up costs. Carts and Temporary Tenant Program opportunities are available to our permanent tenants as well. Please contact the Administration at 604.530.2115 to discuss these programs and how they can work for you! Maintenance Services Shopping Centre Maintenance staff are responsible for the upkeep of common areas of the shopping centre and the surrounding grounds. Maintenance staff are not responsible for repairs inside a tenant’s premise, changing of light bulbs, or the moving of stock or furniture. On occasion, store related maintenance will involve cleaning a storefront or lobby or small repair. You should have a tool kit in your store to help you with minor repairs, i.e.: hammer, screwdriver, staple gun, plunger, etc., as we can not offer this type of assistance for so many stores. We are always available for emergencies. We encourage your calls on maintenance related issues. Our goal is a clean and safe environment for staff and shoppers. Please call us immediately to report spills, leaks and other maintenance issues so that we may resolve them quickly. Our Maintenance staff carry radios and are in direct contact at all times. To contact Maintenance call: 604.530.2115 Waste Removal & Recycling All Merchants are required to take their non-recyclable waste and recycling waste from the store and deposit it within the compactors or recycling containers. Please do not empty your waste in to the common area waste containers. These containers are meant for customer use. If Merchants fill them up with their waste, they become full very quickly. If they are full, the customers cannot use them. There are four compactors provided for your use, two in each the north and south loading docks. Two are for refuse only and the other two for cardboard only. We also have two areas designated for compostables, one in the north by Kin’s Farm Market, and one in the south loading dock behind the Food Court. All compostable food waste should go into these containers as required by law. Please familiarize yourself and your staff on their proper use. If you have any questions or problems, please contact the Administration Office. We are happy to provide an orientation of the facilities which can be arranged by contacting the Administration Office at 604.530.2115.
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It is the individual responsibility of tenants to dispose of their waste into the proper waste containers which are clearly marked. Please do not place your waste in the common area receptacles. The waste and cardboard compactors are located at the NORTH AND SOUTH LOADING DOCKS. All boxes are to be broken down before being placed in the cardboard compactor. Waste may not be stored in service corridors. This constitutes a fire hazard and action may be taken by the City/Township of Langley. All pallets should be removed by the delivery driver, please do not leave in the loading dock area or in corridors at any time. Food Court Tenants Please Note: All egg crates, bread trays etc., left in the loading dock area will be removed and destroyed at tenant expense. Recycling We have an extensive free recycling program at Willowbrook Shopping Centre. The following can be recycled at either of our recycling areas located at our North and South compactors: mixed paper, plastics, metal and glass. In addition, the Langley Association for Community Living (LACL), which offers services to individuals with developmental disabilities has, since 1995, provided the merchants of Willowbrook a blue bin service for the pick up and sorting of recyclables free of charge. By utilizing this service you are creating significant value by assisting individuals to increase their self esteem, contribute to our community, and help towards a cleaner environment. If you would like to get on board with this free blue bin program please contact the Administration Office at 604.530.2115. Grease Disposal and Inspection Tenants using disposal containers must pour only liquid grease into the container (not congealed grease). Lids must be closed after use and any spills or overflows reported to Maintenance immediately. The Maintenance staff may inspect your grease traps, venting and exhaust fans to ensure they are safe and not plugged and dirty. Food Court Tenants with exchaust fans/hoods are responsible for the repairs needed to the roof membranes if damaged by excessive wear on fan housing. All exhaust fans should have a grease containment system attached, as well all vents and exhaust fans are to be cleaned by tenant’s contractor on a regular basis and inspection tags posted accordingly at least quarterly.
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WILLOWBROOK TENANT MANUAL 2016
Heating and Ventilation The shopping centre owns and maintains all heating and ventilation equipment. Tenants own the thermostats within their store. If you are too hot or cold, call 604.530.2115 and a staff person from the Maintenance Department will come to your store and adjust the heat/cool setting. Do not try to adjust your thermostat as it may cause the unit to freeze and stop working etc. Pest Control The shopping centre has an extensive pest control system in place for the mall common areas, however it is recommended that each store also have their own service agreement to combat seasonal problems such as mice, spiders and other pests. All food service merchants must have a pest control contract in place at all times and a copy of the contract submitted to the Administration Office annually. Rules for Successful Retailing 1. Please keep your store open THROUGHOUT ALL SHOPPING CENTRE BUSINESS HOURS. The centre hours are as follows: Monday, Tuesday & Saturday 9:30 am – 6:00 pm Wednesday, Thursday & Friday 9:30 am – 9:00 pm Sunday & Statutory Holidays 11:00 am – 6:00 pm Special Hours (Christmas, etc.) Advised by memo 2. Please do not use or permit any part of the premises or common areas to be used in such a manner as to cause a nuisance. The landlord shall have the sole discretion to determine whether any noise, lighting, vibration or smell constitutes a nuisance. 3. Refuse, supplies or merchandise shall not be placed or be allowed to remain in the service corridors during centre hours. Waste must be taken to the available compactors. 4. Signage, display material or merchandise may not be placed beyond your lease line. 5. Signs, display material or advertisements may not be attached to windows, doors or any exterior or portion of the premise. 6. Signs visible from the storefront must be of professional quality. 7. Fascia signs must be kept lit during business hours. 8. Please ensure that the premises are at all times maintained in a clean and well repaired condition.
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WILLOWBROOK TENANT MANUAL 2016
9. Each premise is required to have their own in store ABC fire extinguisher, which must be inspected and serviced AT LEAST once annually. 10. There MUST be 18’’ of clearance from sprinkler heads in all storage areas. No decorations are to be attached to sprinkler heads. 11. Any landlord maintenance problems such as building damage, roof leaks, liability concerns or other maintenance problems should be reported immediately to the Administration Office. All such calls are logged daily and followed up. 12. Tenants are responsible for mechanical, electrical and plumbing problems within their own premise. In the event of an emergency or if you require assistance from a contractor, please contact the Administration Office at 604.530.2115. 13. Alteration of plumbing, electrical, mechanical or signage is not permitted without the prior approval of the Centre Manager. 14. Willowbrook Shopping Centre is a NON-SMOKING retail environment. Smoking is prohibited within 3 meters (approximately 10 feet) of public and workplace doorways, open windows or air intakes. After Hours Access To The Shopping Centre Access to the mall after hours will be through the “Security Door” located on the North side of the centre. Tenants requiring access should advise the Administration Office (604.530.2115) 24 HOURS IN ADVANCE . This applies to any work to be done by outside contractors (carpet cleaning, audits, inventory, etc.). Security will not open any other entrance doors after hours. You are not permitted to let people into the shopping centre once the mall doors are secured before and after mall hours. Mall doors are monitored by alarms after mall hours. Employee access to the shopping centre will be possible during the following hours: Monday – Tuesday 7:30 am – 6:45 pm Wednesday – Friday 7:30 am – 9:45 pm Saturday 7:30 am – 6:45 pm Sunday & Holidays 8:45 am – 6:45 pm Should you require access after or before the above noted hours, please contact the Administration Office, Security, or the Customer Service Centre between the hours of 9:00 am and 5:00 pm. Please try to give 3 – 4 days’ advance notice.
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WILLOWBROOK TENANT MANUAL 2016
Parking Tenant and employee parking is permitted only on the perimeter areas of the parking lot. Owners and/or managers are requested to make all their employees aware of these designated perimeter parking areas. It is only common sense in a retail environment to provide MAXIMUM CONVENIENT PARKING FOR OUR CUSTOMERS. If you wish to leave your car overnight for any reason you must contact Security to advise them of your plans. Please remember to ALWAYS lock and secure your car at all times while parked on Willowbrook Shopping Centre property. Use a steering wheel locking device to further protect your vehicle from theft, and remove any valuables (money, shopping bags, cell phones, CD’s etc.) from plain sight. HELP OUR SHOPPING CENTRE SECURITY HELP YOU – if you see any strange or suspicious activities occurring in or around the parking lot, please contact Security through the Administration Office/Customer Service Centre IMMEDIATELY. Deliveries Merchants should advise all carriers to deliver their merchandise via the nearest loading dock and service corridor to their premise. For those premises with no direct access to service corridors, deliveries may be made through the mall from the closest entrance point. Such deliveries should be made if at all possible before business hours or in the morning when there is a minimum of pedestrian traffic in the shopping centre. 1. SOUTH SIDE LOADING DOCK – Behind Sears, provides access through Food Court 2. SOUTH SIDE LOADING DOCK – Behind Sears, provides access through hallway near the Maintenance Shop. 3. NORTH SIDE SHIPPING/RECEIVING ZONE – Behind Sport Chek PLEASE NOTE: COMMERCIAL VEHICLES MUST HAVE A COMMERCIAL STICKER THERE IS A 15 MINUTE LOADING/UNLOADING TIME LIMIT AT NO TIME SHOULD ANYONE PARK IN ANY FIRE LANE OR ON THE SIDEWALK PALLET JACKS OF ANY KIND ARE NOT ACCEPTABLE WITHIN THE SHOPPING CENTRE; DUE TO SERIOUS DAMAGE CAUSED TO TILE FLOORING AND CORRIDOR WALLS. RUBBER WHEELED DOLLIES ARE ACCEPTABLE. There are 2 loading docks, and 1 shipping/receiving zone at Willowbrook Shopping Centre, they are as follows:
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WILLOWBROOK TENANT MANUAL 2016
Security Security staff is on site 24 hours a day, 7 days a week. They are here to provide a safe and secure environment for staff and patrons. Security will respond to all emergencies and day to day calls, like lost children, lost and found, customer service and enforcement of the general shopping centre rules. Security will be happy to assist you or your customers with any questions or concerns they may have. Security patrols the shopping centre common areas and parking lot as well as rear hallways and the loading/shipping/receiving zones. Merchants are responsible for security within their own stores, however Security is available to assist you in the following areas: 1. To assist you with difficult customers and situations. 2. Assist you in detaining a suspect until the police arrive. 3. Escorts to vehicles or banking facilities. If you require immediate assistance please call the Security cell phone at 604.351.1661. Shoplifting: It is important that you understand the legal limitations governing Security Officers in Canada. A Security Officer is NOT a policeperson, he/she does NOT have the authority to search a SUSPECTED shoplifter, nor can he/she demand identification or information from the suspect. A Security Officer has exactly the same rights and privileges as a private citizen. They are governed by SECTION 494 OF THE CRIMINAL CODE OF CANADA, commonly referred to as a CITIZENS ARREST. If you suspect someone has shoplifted from your store please call the Willowbrook Shopping Centre Administration Office at 604.530.2115 or Customer Service at 604.530.4492 and advise Security to see YOU for a suspect description, i.e. height, weight, complexion, gender, hair length and color, facial features, direction of travel, etc. To make an arrest you must have continuity. You must keep the shoplifter in view. Have someone else call while you watch the shoplifter. What You Can Do, What We Can Do
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WILLOWBROOK TENANT MANUAL 2016
The golden rule is: “If YOU DID NOT Actually See It… It DID NOT Happen”
1. A theft HAS NOT taken place until the suspect has left the merchant’s premise, without offering payment for goods. 2. Security CANNOT act on a “hearsay” report. 3. All thefts or losses should be reported without delay. 4. If you feel uncomfortable about an individual or group of persons inside or outside your store and wish a Security Officer to stand by your premise “just in case”, call 604.530.2115 or 604.530.4492 and give your store name and then report a “CODE 10”. ALL Security staff are familiar with the meaning of a “CODE 10”. To ensure your own safety please review and be familiar with the following: 1. Keep all rear doors to stores locked at all times. 2. Keep all purses and valuables locked away out of sight. 3. Do not leave belongings or anything of value in your vehicles where they can be seen. 4. Always report to Security any suspicious person(s) seen in hallways or parking lot areas. Administration: 604.530.2115 or Customer Service: 604.530.4492 It is important for merchants to report to Security any suspected shoplifters, bad cheques, stolen credit cards, hold-ups, bomb threats, counterfeit monies, etc. so that Security can alert other merchants and the proper authorities. Security should also be alerted to those people soliciting customers and merchants in the shopping centre and parking lot and those distributing handbills/flyers. Our security staff are in constant radio contact. Simply call the Administration Office at 604.530.2115 and your message will be relayed immediately and privately for action. Keys Security will check all store doors after daily closing. However, if a premise door is left unlocked, you will be required to return to the store to lock-up. Security does NOT have keys to individual stores, storage areas or mail boxes. We require home phone numbers of key holders for emergency purposes. All phone numbers remain confidential. Security is not permitted to enter an unsecured premise unless accompanied by a store employee. 5. Do not give out empty bags to people requesting them. 6. Always make deposits to a bank in pairs or ask for an escort. 7. Ensure all staff know the emergency phone numbers: Emergency: Security Cell: 604.351.1661 Non-Emergency:
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WILLOWBROOK TENANT MANUAL 2016
Hints & Tips Cheque Cashing Policies We suggest the following guidelines regarding the acceptance of personal cheques, to limit the possibility of fraud: 1. ALWAYS require the purchaser to provide PROPER IDENTIFICATION: Driver’s license and credit card (without picture ID, verification of the purchaser’s identity is impossible). 2. Don’t be pressured (by lineups or others) into circumventing your store policy regarding personal cheques. 3. As a retailer, you have the legal right to set forth the conditions of sale on your premise: i.e.: “We do NOT accept personal cheques”; “Only certified cheques accepted”; “Only cash purchases accepted”; etc. The conditions of sale or store policies should be PROMINENTLY displayed in your premise, and are usually posted on, above or behind the cash register. General Information Fire Extinguishers Tenants MUST be familiar with fire extinguisher usage and location within their store. If in doubt of extinguisher operation please contact the shopping centre Security Supervisor. Washrooms Shopping centre public washrooms are located on the south side of the shopping centre, beside the Food Court, down the hallway by Sears and down the hallway beside Tommy Gun’s Original Barbershop. Paging – P.A. System Paging of customers is available at the Customer Service Centre for EMERGENCY PURPOSES or MALL OPERATIONS ONLY. It cannot be used for lost credit cards, lost staff/friends, cars with lights left on, etc. Food Court Trays These items are purchased for use IN the Food Court, therefore we ask that you do not remove any trays. This will help to ensure the cost effective operation of the Food Court Common Area.
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WILLOWBROOK TENANT MANUAL 2016
Sidewalk Sale Fire Regulations Due to fire regulations, we must keep an area of at least 10 feet between the tables or racks in the centre of the mall and your store fronts. If we do not adhere to this we could be fined. It is in the interest of public safety. Should there be a fire, there needs to be room for people to quickly leave the mall. In-Store Promotions Merchants should inform the Marketing Director when special in-store promotions are planned so that publicity and other promotional possibilities may be explored. In addition, if any promotion should be planned for after hours or outside of your property line, permission from the Administration Office must be requested in writing at least three weeks in advance. Service Corridors Nothing is to be left in corridors as they are for delivery access and emergency exit thoroughfares and must be clear at all times. Anything found in these locations will be disposed of or brought to the front of your store and left there, including garbage. According to fire and health regulations there are NO EXCUSES for anything to be left in the mall corridors. Back Doors Stores with back door/outside access should be aware that for security purposes these doors should be closed and locked at all times, with the exception of during a delivery. Kiddie Rides/Photo Machine Refunds Customers requiring refunds from the coin operated machines are to be directed to Customer Service. Lost & Found ALL lost & found items are to be turned into Security or the Customer Service Centre. If a customer is looking for a lost item, please send them to the Customer Service Centre where they can retrieve the item or provide a description of the item.
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Staff Parking
VACANT
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