TENANT MANUAL

TABLE OF CONTENTS

WELCOME...... ………………………………………………..…………...... …...... 4

CROSSIRON MILLS MANAGEMENT TEAM……………………………………………………….…...... …5

GENERAL / AREA INFORMATION...... ………...... …………………………………...... 6, 9, 10, 11

ABOUT CROSSIRON MILLS & DIRECTIONS…...….……………………………………….………...... …....7

GUEST SERVICES CENTRE……..…….…………………………………………………….…………..…...... 8

MALL POLICIES...... ………………………………………………...... …12, 13, 14, 15

EMPLOYEE PARKING LOT MAP...... 16

EMPLOYEE SHUTTLE SERVICE…………………………………………………….…………….…...... …...... 17

SUSTAINABILITY GUIDE ……………………..…….……………………………………….…...... 18 • C OMMITMENT TO SUSTAINABILITY ……………………..…….……………………………………….…...... 19 • ENERGY EFFICIENCY/SUSTAINABILE TRANSPORTATION ……………..…….……..…………...... 20 • SUSTAINABILE PROCUREMENT/WATER EFFICIENCY ……………..….…….……...... 21 • WASTE REDUCTION/WASTE MANAGEMENT: THE 3 R’S ……....……………..……..…….……..……...... ……...... 22 • WASTE REDUCTION TIPS……....………………………………..…...... …...... 23 • THE GREEN ROOM/RECYCLING PROGRAMS…..…….…………………….……..…...... 24 • PLASTIC - GREEN ROOM, RECYCLING STATIONS OR COLLECTED FROM YOU STORE ………....……...... 25 • PLASTIC - GREEN ROOM, RECYCLING STATIONS OR COLLECTED FROM YOU STORE……….…...... 26 • E-WASTE/LIGHT BULBS - GREEN ROOM………..………..………….…….……………..………...... 27 • BATTERIES - GREEN ROOM/ MAP OF WASTE & RECYCLING LOCATIONS ...... 28 • WASTE & RECYCLING FAQ………………….…….……...... ……….…….……...... …...…….…….……...... …...... …...29 • TENANT WASTE/RECYLING COLLECTION & PICKUP PROGRAM….….…...... ………………...... 30

GENERAL OPERATIONS ………………………………………………………………...... 31, 32

REPORTING PROCESS/SECURITY...... 33

EMERGENCY PROCEDURES/SECURITY…………………………………………...... 34, 35, 36, 37, 38, 39

MARKETING…………………………………………………………...... 40, 41

GIFT CARD PROCESSING...... 42

CROSSIRON MILLS GIFT CARD...... 43

SPECIALTY LEASING OPPORTUNITIES……………………………………...... 44, 45

WELCOME

Dear CrossIron Mills Tenant:

We would like to take this opportunity to welcome you and your employees/associates to CrossIron Mills!

This Tenant Manual was designed to assist you in the management of your store and to answer many of the day-to-day questions you will have about the shopping centre. In this manual, you will also find the various rules and regulations you will be required to observe, which are in keeping with the language of your Lease Agreement. They are, in effect, designed to maintain the overall integrity of the center and to help keep it the finest place in which to shop and work.

We would like to emphasize the great efforts that will be made by our management team to keep our center at peak performance. We request your cooperation in helping us maintain the highest standards of cleanliness – not only within the center, but within your store as well. We ask that your employees be familiar with this manual at all times.

Please read the Tenant Manual and ask your employees to do the same. A thorough knowledge of the points covered will eliminate confusion and will assist in avoiding any misunderstandings.

The management team looks forward to working with you in the future. Please feel free to contact us should the need arise.

Regards,

The CrossIron Mills Management Team

4 CROSSIRON MILLS MANAGEMENT TEAM

JAMES MOLLER ERIN REID ROSS MCALPINE PETER SCHMALTZ General Manager Property Manager Operations Manager Operations Supervisor (403) 984-6810 (403) 984-6811 (403) 984-6820 (403) 984-6806 james.moller@ erin.reid@ ross.mcalpine@ peter.schmaltz@ ivanhoecambridge.com ivanhoecambridge.com ivanhoecambridge.com ivanhoecambridge.com

ROBIN MATANOVICH DEBORAH SMITH AMANDA BUTTERWORTH EVA TRAN Specialty Leasing Accounts Administrator Administrative Assistant, Marketing/Toursim Coordinator (403) 984-6813 Marketing Director (403) 984-6817 deborah.smith@ (403) 984-6805 (403) 984-6801 robin.matanovich@ ivanhoecambridge.com amanda.butterworth@ eva.tran@ ivanhoecambridge.com ivanhoecambridge.com ivanhoecambridge.com

KATE DAVIES DEBBIE MUMBY CARMEN TSAO CARMEN MACLEOD Administrative Assistant, Administrative Assistant/ Tourism Marketing & Administrative Assistant, Operations Receptionist Partnership Specialist Accounting (403) 984-6812 (403) 984-6809 (403) 984-6802 (403) 984-6814 kate.davies@ deborah.mumby@ carmen.tsao@ carmen.macleod@ ivanhoecambridge.com ivanhoecambridge.com ivanhoecambridge.com ivanhoecambridge.com

ZOBIA ASIF LOIDA VALINO Guest Services Supervisor Guest Services (403) 984-6816 Representative zobia.asif@ (403) 984-6800 ivanhoecambridge.com ckiosk@ 5 ivanhoecambridge.com GENERAL INFORMATION

If you require immediate assistance PHOTOCOPYING & FAXING SERVICE before or after hours, please contact The CrossIron Mills Guest Services kiosk Paladin Security. They are available 24 offers photocopy and fax services to our hours a day for your assistance. Security tenants for a nominal fee. Office: (403) 984-6828. MALL OWNERSHIP CROSSIRON MILLS MALL HOURS Monday to Saturday 10:00 am - 9:00 pm Sunday 11:00 am - 6:00 pm

HOLIDAY HOURS Our hours of operation for the following holidays will be 11:00 am - 7:00 pm. Please note this list is subject to change CrossIron Mills is owned and managed by and does not include Christmas hours. Ivanhoé Cambridge Inc.

Family Day (February 17) Ivanhoé Cambridge, a global real estate Good Friday (April 10) industry leader, invests in high-quality Civic Holiday (August 3) properties and companies in select cities Day (July 1) around the world. It does so prudently Victoria Day (May 18) with a long-term view to optimize risk- Labour Day (September 7) adjusted returns. Founded in Quebec Thanksgiving Day (October 12) in 1953, Ivanhoé Cambridge has built Remembrance Day (November 11) a vertically integrated business across

Canada. Internationally, the Company

invests alongside key partners that are ADMINISTRATION OFFICE HOURS leaders in their respective markets. Monday to Friday 9:00 am - 5:00 pm Contact our office at (403) 984-6809 Through subsidiaries and partnerships, Ivanhoé Cambridge holds interests HOW CAN WE HELP YOU? in close to 500 properties, consisting The CrossIron Mills Administration Office primarily in office, retail, residential and is located through the back corridor logistics real estate. Ivanhoé Cambridge between Aritzia and Aerie. This service is held more than Cdn $55 billion in assets available between the hours of 9 am and as of June 30, 2016. The Company is 5 pm, Monday to Friday. a real estate subsidiary of the Caisse de dépôt et placement du Québec, one of Canada’s leading institutional fund managers. For more information: ivanhoecambridge.com.

6 ABOUT CROSSIRON MILLS & DIRECTIONS

ADDRESS 261055 CrossIron Blvd. Rocky View, AB T4A 0G3

LOCATION Just 20 minutes north of downtown on Hwy 2 (QE II) and 5 KM north of the Calgary International Airport.

FROM THE NORTH Take Highway 2 (QE II) south to Highway 566 exit. Take 566 east to CrossIron Blvd. and head south. Destination will be on right.

FROM THE SOUTH Take Highway 2 (QE II) north to Highway 566 exit. Take 566 east to CrossIron Blvd. and head south. Destination will be on right. You also have the option of taking the CrossIron Drive exit.

FROM THE EAST Take Highway 566 west. At CrossIron Blvd. make a left at the lights and head south on CrossIron Blvd. Destination will be on right.

FROM THE WEST Take Highway 566 east. At CrossIron N Blvd. make a right at the lights and MO OM C head south on CrossIron Blvd. ON SIR Destination will be on right. CROS Lowe’s Home CROSSIRON DRIVE EXIT Improvement Take /Highway 2 north to the CrossIron Drive exit then turn left on CrossIron Blvd. Y Destination will be on left. A W

DOWNTOWN CALGARY (20 MINS) (20 CALGARY DOWNTOWN D O V R L

P B

S N DEERFOOT TRAILDEERFOOT S O A R Take Stoney Trail to Deerfoot Trail/ B I S

S Highway 2 north. You will have the MINS) (12 AIRPORT INTERNATIONAL CALGARY O

R choice of taking the CrossIron Drive C exit or the Highway 566 exit. If you take the CrossIron Drive exit, turn left on CrossIron Blvd and destination will Shell be on left. If you take the Highway 566 exit, take 566 east to CrossIron CROSSIRON DR. Blvd. and head south. Destination will be on right. 7 GUEST SERVICES CENTRE

INFORMATION SERVICE LOST AND FOUND Guest Services Representatives provide Tenants are responsible for offering a Lost information about CrossIron Mills and the & Found services within their store. For surrounding area as well as details about items lost in the common area, please stores, including special offerings and bring them to the Guest Services Centre. promotions. Lost & found items are then turned into CrossIron Mills Security for logging. MULTI-STORE GIFT CARD SALES Multi-store gift cards can be purchased Owners of items bearing identification and used across 23 Ivanhoe Cambridge will be contacted, i.e., phone numbers properties. It is the one stop solution for or addresses. In the event an item is not “difficult to buy for” individuals. Guest claimed, disposal or donation of these Services Representatives are also available items will occur after 2 weeks either to a to assist with processing issues and registered charity or to the finder. balance inquiries. BABY BOTTLE/FOOD WARMING STATION TOURISM ATTRACTION BROCHURES The Food Hall has two microwaves & INFORMATION available for use. CrossIron Mills is an accredited visitor information provider. A variety of CROSSIRON MILLS EMPLOYEE tourism related material can be found DISCOUNT PROGRAM at the Guest Services Centre including An employee membership card and a list of Park Canada passes. Guest Services store offerings may be obtained at the Mall Representatives assist out of town Administration Office or the Guest Services visitors by offering information about Kiosk. Please bring a piece of government local and city attractions, activities and issued photo ID and a recent pay stub as accommodations. proof of employment when picking up your membership card. COMPLIMENTARY MOTORIZED SCOOTERS Motorized scooters are available for use for EMERGENCY PAGING SYSTEM mall patrons at the Guest Services Centre. Pages are heard in the common area of the Scooters are complimentary and are centre and are intended for emergency available on a first-come first-served basis. situations only. Users must be 18 years of age and older or 16 years of age and older if accompanied by a parent/guardian. Users must leave one piece of government issued photo identification at the Guest Services desk.

COMPLIMENTARY WHEELCHAIRS Wheelchairs may be borrowed at the Centre. Wheelchairs are lent on a first- come first served basis. Reservations are not required. Users must present one piece of government issued photo ID and leave it at the desk until the wheelchair is returned.

8 GENERAL INFORMATION / AREA INFORMATION

BANKS OFFICE SUPPLIES Bank of Montreal (800) 363-9992 Staples (Airdrie) (403) 948-8558 ING Direct (800) 464-3473 Staples (Calgary) (403) 735-6336 President’s Choice (888) 872-4724 Royal Bank (800) 769-2511 SHIPPING/MAILING Scotiabank (800) 472-6842 COMPANIES TD Canada Trust (866) 222-3463 Canada Post (800) 260-7678 Fedex (800) 463-3339 ENTERTAINMENT VENUES Purolator (888) 744-7123 McMahon Stadium (403) 289-0205 UPS (800) 742-5877 (403) 777-4636 TOURISM HEALTH PROVIDERS Airdrie Tourism (403) 247-5452 Airdrie Regional (403) 912-8400 Calgary Airport Authority (403) 735-1200 Health Centre Calgary & Area Tourism (403) 218-7892 Peter Lougheed Centre (403) 943-4555 Central Tourism (403) 254-6023 South Tourism (403) 526-6355 HOTELS Travel (800) ALBERTA Acclaim Hotel (403) 291-8000 Tourism Calgary (403) 750-2372 Best Western Premier (403) 264-9650 Coast Plaza Hotel (403) 248-8888 TOURIST ATTRACTIONS Country Inn & Suites (403) 266-1980 (403) 240-3822 Courtyard Marriot (403) 238-1000 (403) 266-7171 Days Inn & Suites Airdrie (403) 945-7000 (403) 232-9300 Days Inn Calgary 1-800-329-7466 (403) 247-5452 (North Balzac) (403) 290-1875 Delta Calgary Airport (403) 291-2600 (403) 268-4100 Delta Downtown (403) 266-1980 Heritage Park (403) 268-8500 Element Hotel by Westin (403) 984-5515 Bell Music Centre (403) 543-5115 Executive Royal Hotel (403) 291-2003 Telus World of Science (403) 268-8300 Hampton Inn by Hilton (403) 452-9888 Homewood Suites (403) 453-7888 TRANSPORTATION Hotel Clique (403) 460 9588 Cowboy Taxi (403) 969-6093 Marriott Calgary Airport (403) 717-0522 Alliance Cab (403) 945-3666 Residence Inn Calgary Airport 403) 278-1000 Airdrie Transit (403) 948-8875 Sandman Calgary Airport (403) 219-2475 Sheraton Cavalier (403) 291-0107 Staybridge Suites (403) 204-7829 Ramada Airdrie Hotel & Suites (403) 945-1288 Winggate by Wyndam (587) 393-0700

9 GENERAL INFORMATION

IMPORTANT TELEPHONE NUMBERS Your official store address is: Emergency (Fire/Police/Ambulance) 911 • Store Name Police (non-emergency) (403) 945-7267 CrossIron Mills Fire (non-emergency) (403) 478-8055 Unit Number EMS (non-emergency) (403) 948-8880 261055 CrossIron Blvd Security (403) 984-6828 Rocky View, AB T4A 0G3 Mall Administration (403) 984-6809 Mall Administration Fax (403) 984-6838 * Please ensure your mailing address always Guest Services (403) 984-6800 includes your unit number, as Canada Post will not recognize a store or employee name. IMPORTANT EMAIL ADDRESSES General: [email protected] MAILBOX KEYS Sales: [email protected] Please contact Security: [email protected] [email protected] Maintenance:[email protected] for information about mailbox assignment Cleaning: [email protected] and key distribution. Lost or stolen mail keys can be replaced for a nominal fee. ADDITIONAL EMAIL ADDRESSES Community: [email protected] CLOSED CIRCUIT TELEVISION CAMERAS Tourism: [email protected] There are approximately 120 Closed Circuit Specialty Leasing: [email protected] Television cameras throughout the facility Tenant Promo’s: and parking lot, which are monitored 24 [email protected] hours a day, 7 days a week by security. Phone Installs: [email protected] SALES REPORTING AFTER HOURS/EARLY MALL ACCESS As per your store’s lease, monthly All Main Entrance doors to the mall will sales must be reported to the Mall be opened at 7 am and locked 30 minutes Administration Team. Please email monthly after closing. Entry to the mall outside of sales to [email protected]. these hours must be coordinated in advance STORAGE through the Security Department. If an Storage units are available for lease for a emergency situation arises, contact may be fee. Please contact Kate Davies at kate. made through our 24-hour Security Control [email protected] for more number at (403) 984-6828. information.

POSTAL DELIVERY MERCHANT BANKING CENTRE/NIGHT Post Office boxes have been installed for each DEPOSITORY store’s convenience, and box assignments CrossIron Mills is pleased to offer a night have been pre-determined according to Unit depository service to all of its retailers. Number as per Canada Post’s requirements. GardaWorld Cash Services Canada Corp. Mailboxes are located in the service corridor will deliver your deposits to the financial near the Administration Office. institution of your choice. Garda also offers

services such as Coin Delivery and Cash- in-Transit, as well as the option of having deposits picked up directly from your store. A convenient 24-hour secure location is available to drop off all your daily deposits near the security office by the Food Hall entrance. For cash services, please 10 call 1-855-464-2732. GENERAL INFORMATION

MALL DIRECTORIES FAMILY WASHROOM & NURSING LOUNGE Digital touch screen directories and handheld The centre offers 1 family washroom, directories are located at each of our 7 located in the Food Hall area. The family main entrances, in front of Bass Pro Shops, washroom is private and offers comfortable between Forever 21 and Victoria’s Secret, and facilities for parents/guardians with young at the Guest Services Kiosk. If you wish to children. The washroom is equipped with keep some printed directories in your store, amenities, including emergency diaper kits please contact Guest Services, at (403) 984- available for a nominal fee, nursing napkins, 6800, to bring some to your unit, rather than changing tables, a nursing area and play removing them from the brochure racks in area. the mall. RULES OF ENJOYMENT STROLLERS CrossIron Mills Shopping Centre’s Rules of Strollers are available at Entry #1, #3, #4 & #6. Enjoyment notices are posted at all entries, Double strollers are available at entry #4 and and a copy can be found in this manual for #6. Entry #1 and entry #3 are single strollers your reference. only. All strollers have built-in video players. The cost is $8.00 for singles and $10 for PERSONS WITH DISABILITIES doubles with a 50c refund upon return. Every effort has been made to meet the needs of physically challenged individuals. SHOPPING CARTS Reserved parking spaces have been SmartCarte shopping carts are now available designated. Each entrance is wheelchair at Entry 2 for $8.00. They can be purchased accessible. Common Area washroom with cash or credit card. facilities have been adapted to wheelchair needs. A limited number of wheelchairs RETAILER RESOURCE ROOM and motorized scooters are available at CrossIron Mills is pleased to offer our Retailer no charge at the Guest Services Centre. Resource Room for your event. Located Customers utilizing our complimentary near the Administration office, the room is wheelchairs or scooters will be required to available for retailer events and meetings. A provide identification. $50 CrossIron Mills gift card is required per booking and can be purchased from Guest VENDING MACHINES Services and presented to the Admin office. Vending machines are located throughout To book the room for your meeting, please CrossIron Mills with signage clearly visible. contact the Administration Office at For refunds, out of order machines or loss 403-984-6809 at least 48 hours in advance. of funds, please direct shoppers to the Guest Services Centre in the Ranch Spine. ATMs There are 7 ATM machines throughout CrossIron Mills.

PUBLIC WASHROOMS CrossIron Mills offers its patrons 4 public washrooms. Public Washrooms are conveniently located in the Food Hall, north end of the building - near the Children’s Play Park Area, south end of the building - opposite Bass Pro Shops area, and at the Guest Services Centre area in the Ranch Spine. See the mall directory for the facility 11 closest to your store. MALL POLICIES AND GENERAL INFORMATION

STANDARD SHOPPING HOURS CrossIron Mills security vehicles are identified by Monday to Saturday 10:00 am - 9:00 pm decals with the Paladin Security logo. CrossIron Sunday 11:00 am - 6:00 pm Mills 24-hour security exists to provide a safe Most Holidays 11:00 am - 7:00 pm and pleasurable shopping environment. Please note CrossIron Mills’ security staff does not Shopping hours may be extended or changed replace or supplement your store security. from time-to-time by the Administration Office. You will be notified in advance via a memo of a BUILDING SERVICES change in the mall operating hours, except in The Mall operates a comprehensive program instances of emergency closure when advance for the ongoing beautification and maintenance written notification is not possible. As per your of the entire property. This includes both the Lease, your store is required to conform to interior of the building and exterior peripheral the maximum operating hours of the mall as areas, including all landscaping and some established by the Administration Office. roadways. If you should notice an actual or potential hazard (such as a wet spill or trip Non-opening, late opening and early closing hazard) anywhere at CrossIron Mills, please call are lease violations and may constitute as a the Security Control office at (403) 984-6828, default under your lease. Should you wish to in order for us to dispatch building services or open earlier or close later for any reason please cleaning services. All calls to Security Control contact the Mall Administration Office. are logged so that effective follow-up is maintained. HOURS OF BUSINESS POLICY No store is to be open for business outside BUILDING SERVICES PERSONNEL of advertised shopping hours. In some cases, Due to insurance liability issues, Building and only with the prior approval of CrossIron Services personnel are not permitted to provide Mills Administration Office, permission may be services to a Tenant or work on a Tenant’s store granted for individual extended hours. In such or store equipment unless authorized by the cases, additional security must be provided at Mall Administration Office. Building Services the retailer’s expense. In the interest of security personnel are not permitted to loan or rent of the mall and other tenants, a minimum of equipment or tools to anyone. If you are having three officers is the norm as required by the a building services problem, please contact your Landlord and the security provider. Should a store owner or Security at 403.984.6828. retailer receive prior approval to open between 7 am and the regular start of shopping hours, HOUSEKEEPING additional security will not be required, however In accordance with your Lease, the general if opening prior to 7 am or beyond posted hours, maintenance and housekeeping of the Leased the above policy with respect to security is in Premises is each Tenant’s responsibility. Each effect. Tenant is required to keep their leased premises in good order, good repair and in a clean, SECURITY CONTROL CENTRE sanitary and safe condition. It is the Tenant’s Available 24 hours a day – 7 days a week. The responsibility to replace light bulbs within the CrossIron Mills Security Control Centre (Paladin store on an as-needed basis. Special attention Security and Lost & Found) is located by the must be paid to window and storefront signage Food Hall entry and can be reached at (403) lighting. Windows must be cleaned regularly and 984-6828. CrossIron Mills Shopping Centre is kept clean at all times. Failure to keep storefront monitored 24-hours a day, 7-days a week with a windows clean could result in our having the Closed Circuit Television system, Common Area work performed and the merchant being charged foot patrols, as well as vehicle patrols in the back plus a 15% administration fee. parking area.

12 MALL POLICIES AND GENERAL INFORMATION

RETAIL AND LEASE REQUIRED PAYMENTS The following signs may not be displayed All tenants must pay lease-required (Landlord on any portion of your storefront or display generated) charges, such as rent, common window: area, promotion fund, utilities, etc., in • Help wanted signs (we will provide you with accordance with your lease agreement. As per an approved format). your lease, rental payments are due on the • Master Card, Visa or similar decals. first of every month. Kindly mail your payments • Banners are not acceptable forms of to the following address, or contact Deborah signage. Smith - Accounts Administrator at 403-984- • All track soffit or display lighting must be 6813 to be set up for monthly pre-authorized lit/on during store hours and all burned out payments. light bulbs replaced promptly. • All lighted storefront signs must be lit Please make cheque payable to: during store operating hours and bulbs Ivanhoe Cambridgé II Inc. – CrossIron Mills replaced immediately. Attn: Management Office • Blinking or flashing signage or lighting is 261055 CrossIron Blvd., Suite 800 not permitted. Rocky View, AB T4A 0G3 • Handwritten signs are not permitted Canada anywhere, including inside your store. STORE SIGNAGE Effective store signage and displays are an DELIVERIES important part of attracting shoppers into All deliveries must be made through the your store. Unless otherwise specified in truck service courts nearest your store. It your Lease, these regulations are in place is imperative that deliveries are unloaded to provide shoppers with a consistent and and delivery vehicles are removed from the enticing experience: truck courts as expediently as possible. Your cooperation is essential in order to keep the • All signs must be displayed professionally vast amount of merchandise flowing to the within approved lease lines. stores. • Signs may not be affixed to the exterior of the store front or store glass. Your truck court services several stores in • Signs may not be taped to any area of the your area of the Centre. Deliveries may not store front or store windows, either inside be received through the Common Areas or out. unless your store does not have a back door. • Signs may not be placed beyond the Lease In this case, deliveries are only permitted to line of your store in the Common Area of occur during non-business hours. Material the mall. handling units must have rubber tires. For • Signs may not obstruct the visibility or the convenience of delivering merchandise to entry of your store. your store, each service court is numbered. Please specify this service court number when ordering merchandise. Your back door is appropriately numbered to assist delivery people in quickly locating your store.

Fire regulations require that service corridors be kept clear of merchandise and trash at all times.

13 MALL POLICIES AND GENERAL INFORMATION

DELIVERIES – AFTER HOURS Due to insurance liabilities, we cannot Maintaining a safe, secure environment provide tables or seating for tenants’ events. for our retailers is one of our prime responsibilities. To this end, it is critical GENERAL MALL POLICIES that we always know when people are in • Distribution of handbills, circulars or other the centre after lock-up. As we lock mall materials is prohibited in the Common entrance doors at closing, you must make Areas of the Mall or in the parking lots. prior arrangements with Security Control • All sales and merchandising are to be to receive deliveries after hours. Please conducted within the Leased Premises give Security sufficient notice so they can only. arrange for the appropriate doors to be • No noise or vibration from mechanical opened. equipment may be transmitted into the Common Area of the Mall. WORKING AFTER HOURS • The projection of sound or light into the We understand that it is often necessary for Common Area or across your demising you to work after hours in your store doing walls is strictly prohibited. inventory, re-merchandising, etc. When this • All vapours and odours are to be occurs, please advise Security at (403) 984- contained within the Leased Premises 6828 so they are aware of how many people so they are not detected in the Common are in your store. This is critical information Areas. that may be utilized during an emergency • No loudspeaker, radio, television, music situation/evacuation etc. As well, when you system, or any other similar device or are working late, kindly inform them when aerial may be installed within or outside you are leaving so Security knows that no your store without first obtaining written one should be in your store. permission from the Administration Office. If during the course of your NON-SMOKING ENVIRONMENT normal operation it becomes offensive CrossIron Mills is a non-smoking/vaping to neighbouring stores, the Mall environment. Smoking is not permitted Administration Office has the right to with in the Mall. This consists of all corridors, draw its prior approval at any time and Leased premises and all Common Areas demand the removal of that equipment. throughout the Mall, including stockrooms • All audible music systems must adhere and Restrooms, and all entrances. This is in to local fire codes and be automatically accordance with Municipal and Provincial shutdown during a fire alarm. This has By-Laws and will be strictly enforced. The been setup from original construction and designated smoking area for CrossIron Mills’ can not be deactivated. employees is a safe distance outside of the • Overnight parking must be approved by back corridor exits/loading dock areas at a the Administration Office for all cars, minimum of 3 metres or 15 feet from doors. trailers, RV’s (recreational vehicles) and Smoking is not be permitted at any of our trucks. main customer entrances. We thank you in advance for your co-operation in this matter. More of these Mall policies can be found in your Lease. All of them have been developed in order to provide a clean, safe SPECIAL EVENTS and comfortable environment not just for Before proceeding to hold any type of event, shoppers, but also for all CrossIron Mills notice and advanced approval must be employees. obtained from the Administration Office. 14 MALL POLICIES AND GENERAL INFORMATION

CROSSIRON MILLS CODE OF CONDUCT EMPLOYEE PARKING CrossIron Mills, including its designated CrossIron Mills has complimentary parking roadways and parking lot, is private property. for over 6,200 vehicles. A key component The following Code of Conduct is set forth to good customer service is ensuring that for the purpose of protecting CrossIron all prime parking spaces remain at the Mills’ legitimate business interests and any continual disposal of our customers. During violation of the Code interferes with the busy periods, parking stalls may turn over as commercial nature and function of CrossIron many as seven times each day. Employees Mills. Your entry constitutes your consent occupying prime parking spaces impede to abide by all the posted rules governing this turnover which contributes to customer conduct, traffic and parking. frustration and lost dollars not only to your store but also to the entire shopping As a visitor, you are prohibited from centre. Please ensure that your employees engaging in any of the following activities park in the fringe areas of the parking lot while at CrossIron Mills: and ensure that fire routes remain clear at all times. Not only is this a courtesy to our • Shoes and proper attire must be worn customers, it is a requirement of your lease. when on property. • Proper behavior is required. No soliciting, The Following Rules Are In Effect With canvassing or loitering please. Regard To Employee Parking: • Engaging in any unlawful activity or 1. The vehicles of mall employees must behavior is not permitted. be parked only in designated parking • Bicycles, skateboard, rollerblades or locations at CrossIron Mills. The other similar equipment may not be used Merchant is responsible for ensuring within the facility. that their employees park their vehicles • No animals are permitted within the mall, only in designated areas, as indicated in with the exception of properly identified green on the employee parking map on and/or licensed service animals. the following page. • Smoking or use of electronic cigarettes 2. No vehicles shall be parked in the is permitted in designated exterior areas CrossIron Mills parking lot overnight; any only. such vehicle may be subject to automatic • The consumption of cannabis by any towing (at owner’s expense). means (including smoking and vaping) is 3. It is absolutely essential that the not permitted anywhere on the property, customer be given the prime parking both inside and outdoors. spaces closest to the centre. Tenants • Please be advised that surveillance whose employees do not comply with equipment is on-site and activities may these rules may be subject to fines, as be monitored. per the tenant lease. • To allow us to better serve our guests, 4. We will enforce and ticket tenants who Anonymous Video Analytics, traffic and do not abide by this policy. device count technologies are used in this property. To ensure your privacy, such technologies are used to collect aggregated data and do not record or store images that identify individuals. For more information, please refer to our Privacy Policy.

15 EMPLOYEE PARKING LOT MAP

16 EMPLOYEE SHUTTLE SERVICE

CrossIron Mills is pleased to provide a * Managers: It is your responsibility to private shuttle service for exclusive use provide new employees with shuttle of transporting current employees to and passes. This is not Mall Administration’s from their work. This is a private service duty. that requires current proof of employment • Tickets must not be sold to the public. to be produced in order to purchase fare. Selling shuttle passes to non-employees is not permitted. CrossIron Mills does not provide inter- • If inclement weather arises, please be city/regional transportation to members advised that like city transit, the shuttle of the public. Please remember this is a may run behind schedule. service that we are continually working • In the event an employee chooses to on improving. We are not affiliated with use taxi service due to shuttle issues, the third party who drive the shuttles, so please note refunds will not be issued we cannot guarantee that the shuttle will nor compensation offered. always run on time. • Schedule is subject to change.

Calgary Pick-up Locations: Ice Bus Service / • Harvest Hills Park & Ride: Airdrie Transit Service Stop # 4287 (Southbound Country The City of Airdrie Intercity Express (ICE) Village Link NE – across from Notre service has a route (900) that run between Dame High School) Airdrie, CrossIron Mills and Calgary. • Mcknight-Westwinds LRT Station: 6200C - 36 Street NE All Employee Bus Passes will be honoured by this City of Airdrie bus service. Service The CrossIron Mills pick-up and drop-off and route availability is subject to change. location will be conveniently located at Please refer to the website Entry 2 (next to H&M) on the west side of www.airdrietransit.ca for complete and the shopping centre. current schedule and route information. Map your trip using Google Maps; new This service runs 7 days a week. One way added functionality incorporates both tickets are $2.50 and a monthly pass is Airdrie Transit and Calgary transit $80. Tickets can only be purchased at the resources. Guest Services Centre. Cash will not be accepted by the shuttle drivers. CrossIron Mills employee shuttle schedules are available for viewing at Guest Services The following are important guidelines that or online at www.crossironmills.com must be abided by: For questions, concerns, or suggestions • The shuttle is for CrossIron Mills about the shuttle service, please email employees only. [email protected]. • All employees must have a pass to board the shuttle. Exceptions will not be made. • All new employees are required to have a pass - these can be purchased at the Guest Services Centre. Proof of employment is required upon purchase.

17 SUSTAINABILITY GUIDE

CrossIron Mills is committed to having Making some small changes in your a positive impact on the environment. retail space will have a big impact. Not We are continually investigating green only will your store be greener, but it will initiatives and best practices that can be a healthier environment for staff, a reduce our environmental footprint. more attractive experience for shoppers and less expensive to operate. Through our “Think Green” initiatives, including comprehensive recycling Thinking green is a win-win for programs and responsible water and everyone! By working together, we energy use, CrossIron Mills is dedicated can make considerable improvements to ongoing sustainable operations. to the environment and surrounding community. That’s something we can all You may be wondering what you can be proud of. do to make your retail space greener, or perhaps you have already taken actions If you have any questions or comments to become a more sustainable company. about this guide, please contact Ross In both cases, this guide was created for McAlpine (Operations Manager) at you. 403.984.6820 or Ross.McAlpine@ ivanhoecambridge.com. This guide covers many topics, including energy efficiency, wise water use, May 2019 sustainable purchasing, sustainable transportation and waste reduction.

Energy Efficiency

Water Efficiency

Waste Reduction

18 OUR COMMITMENT TO SUSTAINABILITY

19 ENERGY EFFICIENCY/ SUSTAINABILE TRANSPORTATION

20 SUSTAINABILE PROCUREMENT/ WATER EFFICIENCY

21 WASTE REDUCTION/ WASTE MANAGMENT: THE 3 R’S

22 WASTE REDUCTION TIPS

23 THE GREEN ROOM/ RECYCLING PROGRAMS PLASTIC - GREEN ROOM, RECYCLING STATIONS OR COLLECTED FROM YOU STORE

25 PLASTIC - GREEN ROOM, RECYCLING STATIONS OR COLLECTED FROM YOU STORE

26 E-WASTE/LIGHT BULBS - GREEN ROOM

27 BATTERIES - GREEN ROOM/ MAP OF WASTE & RECYCLING LOCATIONS

28 WASTE & RECYCLING FAQ

29 TENANT WASTE/RECYLING COLLECTION & PICKUP PROGRAM

30 GENERAL OPERATIONS

COMPACTOR SAFETY & OPERATING SPILLS/TRASH PROCEDURES Since the Common Areas are for use by A. Safety your customers and are kept clean and in 1. Do not place any liquids or containers of order by Mall personnel, we ask that all liquid into the compactor. store personnel be good everyday citizens 2. Do not dispose of anything that could and keep an eye out for trash and spills. be considered a hazardous waste, such If you see a spill or notice a trip hazard, as: paint, oils, liquids, flammable solids, please call Security at 403-984- 6828. etc. Someone will be dispatched to take care of the problem promptly. B. Operating Instructions 1. To start machine: HOOD/GREASE EXHAUST SYSTEMS a) Load garbage into chamber Food Hall Merchants and all restaurants (hopper) of compactor. are responsible for maintaining all scheduled services regarding the cleaning of hood/exhaust systems and the extraction of grease traps. Regular maintenance must be done a minimum of twice per year and records kept for mall management and the Ministry of Health.

b) Close chamber door. HEATING, VENTILATION & AIR CONDITIONING (HVAC) Unless otherwise specified in the store Lease, each store will have the maintenance on their respective HVAC units performed by the landlord’s contractor. The maintenance will consist of regular filter checks, summer and winter c) On small panel to the left of hopper inspections as well as any repairs. door, press1,2,3,4, * for operation Heating and air conditioning temperatures shall be maintained at levels consistent with the temperatures in the Common Areas of the Mall. CrossIron Mills has the right to monitor settings and temperature levels in the Leased Premises. The Mall temperature is set to provide optimum Note: Compactor is set to cycle two times. comfort levels for our patrons. If you have any concerns with the temperature of your 2. Red light: The red light when lit is telling store, please call our Security Control at you that the container is full. (403) 984-6828. All calls relating to HVAC Should you encounter this, contact security are logged so that effective follow-up is at 403.984.6828. maintained.

3. To stop compactor: a) In case of emergency press the red emergency stop button. This will immediately stop the compactor even in 31 mid cycle. GENERAL OPERATIONS

ROOF ACCESS POLICY GENERAL EMERGENCY PROCEDURES Access to the shopping centre roof must To report a problem, call Security at be strictly controlled for reasons of security 403-984-6828. In the event of a major and safety. Your service contractor must emergency, merchants and shoppers will contact Security at (403) 984-6828 to gain be notified of appropriate procedures roof access. The service contractor must through the security alert system and loud provide a Certificate of Insurance to the speakers. Should evacuation be necessary, Management Office to be kept on file. If a please follow the directions of Security, Certificate of Insurance is not on file, access Police and Administration Staff in a safe to the roof may be denied. Emergency and orderly manner. situations are evaluated case-by-case. COMMON AREA DISTURBANCE STORE REPAIRS - ALTERATION OF PREMISES In the case of a Common Area disturbance, Subject to your Lease, all modifications please call the Mall Security Department. consisting of minor repairs or alterations to In the event of a life-threatening situation, the Leased Premises must be submitted in call the Police or the Fire Department at writing to the CrossIron Mills Administration 911; then contact Mall Security and advise Office, to the attention of the Operations them of the problem. Manager. The Operations Manager must first approve all plans and specifications ILLEGALLY PARKED/UNATTENDED in writing prior to the commencement of VEHICLES any modification and is available to assist In the event a vehicle is creating a hazard, you. Major renovations are submitted to, blocking an access, or parked illegally, it and approved by, the Tenant Coordinator, will be subject to towing immediately at the and additional insurance is required. Please owner’s expense. If a vehicle is observed phone the CrossIron Mills Administration to be immobile or unattended, a ticket/ Office for Tenant Coordinator contact notice may be placed on the offending information. Please note that work of any vehicle and the vehicle will be towed at the kind which may create noise, dust or other owner’s expense 12-hours after ticketing. disturbance must be done outside of business hours. PEST CONTROL/EXTERMINATION Each tenant is responsible for rodent, pest, SPRINKLER SYSTEM and vermin control in their store. Food If you are experiencing a sprinkler system Hall, restaurant and other food service problem or malfunction, call Security Control merchants are required to keep on-file at (403) 984-6828 a copy of their pest control contract, and provide pest control receipts to the MAINTENANCE Administration office upon For all Maintenance situations (i.e., roof request. All service corridors and service leaks) please contact Security at courts are equipped with pest control (403) 984-6828 with your report, request programs provided by mall management. or complaint. Security will ensure the call is properly logged and the on-duty person will forward your issue to the appropriate department/person for action.

32 REPORTING PROCESS / SECURITY

THE PURPOSE OF REPORTING INFORMATION TO INCLUDE Reporting an incident is important for a Security incident reports should provide variety of reasons. Not only does the report as much detail as possible, including: allow Security to track and investigate • Date of Incident any incidents that have occurred within • Time of Incident your tenant space or common area, it also • Location of Incident allows for Security to create and track • Type (theft, hacking, etc.) trends that are occurring in the centre. • If any CCTV footage was obtained This allows Security to proactively be aware through in-store CCTV Systems. of incidents in an area or type of targets • Value of Loss/Attempted Loss the criminal element may be after to help • Brief description of the incident further minimize the event from occurring • Description of the suspect(s) again. In addition, reporting incidents is an • How was the incident discovered? effective means for our retailers to track • Who discovered the incident? and trend their own respective incidents • Any other useful information for their immediate supervisors/managers to help gauge shrinkage or act as a means WHAT HAPPENS NEXT for further protective processes to be Upon the completion of the investigation, implemented. the information is forwarded to the Police for their purposes if you have reported When an incident occurs within your the incident to the Police. CrossIron premise, it is important to contact Mills Security cannot release details of CrossIron Mills Security immediately, camera footage to the Complainant due whether it be via a phone call or attending to Confidentiality and Privacy policies the Security Office. At this point, Security however if you would like a follow up to will provide you with a Witness Statement your incident, the Security Manager would to fill out. Security will obtain the Witness be happy to provide status updates upon Statement once you have completed it and request. If you have reported the incident begin the investigation into the incident. to the Police, a Constable will be in A copy of the Witness Statement can be contact with you to further complete their made for your records upon request. The investigation. Security Manager is provided a copy of your statement for further review, trend/ SECURITY CONTACTS tracking and investigation purposes. It • CrossIron Mills Security should be noted that CrossIron Security 403-984-6828 cannot contact the Police on your behalf. [email protected] The Police require the Complainant to • Airdrie RCMP Complaint Line contact them directly and cannot take 403-945-7267 reports through a third party such as Security.

33 EMERGENCY PROCEDURES/ SECURITY

EMERGENCY MASS NOTIFICATION These vehicles are in constant radio SYSTEM (ERMS) communication with the Security Control CrossIron Mills has an Emergency Mass Centre, the Security Supervisory team, Notification Service that it provides as well as Security personnel within the to its tenants. Each month, Security mall. The Security Control Centre is also in personnel will come to your store to communication with Police officers from the collect an updated emergency contact local RCMP detachment. list. An Emergency Mass Notification Service enables us to efficiently manage POLICY ON MERCHANT SECURITY ASSISTANCE emergency contact information for Each merchant is responsible for the security all tenants and to deploy emergency and safety of their Leased Premises, as well communications quickly and securely as the property contained within. Security during a crisis. For these reasons it is is able to provide assistance to Merchants imperative that we always have an up-to- on an irregular basis. However, this service date contact list for your store on hand. cannot be used to provide a consistent If any changes are made regarding staff Security presence within the Merchant within your company, please be sure these Leased Premises. changes are provided to the Security office. If a merchant requires assistance, the RCMP The system provides the ability to send an should be contacted immediately by dialing emergency message to multiple recipients 9-1-1; then contact Security at (403) 984- (10 to 10,000 or more) in minutes. It is 6828. important to understand that the ERMS system will only be used in crisis or When contacting Security a brief description emergency situations. It is not replacing of the situation at hand must be given. existing day to day communication Security cannot and will not be sent into an methods that are in place between unknown situation. CrossIron Mills and tenants. Please be aware that Security personnel are SECURITY OPERATIONS unable to detain a person unless: CrossIron Mills provides Security • An imminent physical threat to mall patrons, merchant staff or mall staff exists Personnel that is responsible for patrolling • A crime is in progress and is witnessed by the Common Areas, both interior and Security personnel. exterior of the Mall. These areas include the primary corridors within the mall; Certain restrictions are placed on our secondary service corridors; the Food Hall; Security personnel with respect to merchant exterior sidewalks; service courts; and security issues such as shoplifting, theft or parking lots. other criminal action. If you are witness to Security personnel are tasked with many criminal actions: first, the RCMP should be duties while patrolling these areas, these contacted, than contact Security. Security duties include, but not limited to: insure staff will be able to oversee and assist you the safety of everyone within the mall; in placing a subject under arrest, as well as insure that all Merchants are abiding by the subject’s detention. Remember, only the mall policies; and emergency response. In person who witnesses a criminal act may addition to patrols conducted within the detain the subject. Mall, Security staff also maintains patrols through the parking area with Security vehicles. 34 EMERGENCY PROCEDURES/ SECURITY

Shoplifters cannot be prosecuted by anyone In the event of fire alarm activation, the other than the Merchant along with an Security Control Centre will be automatically eyewitness. Furthermore, the complainant advised, and notified as fire detection (The Merchant) must state that they are equipment transfers into a state of alarm. absolutely certain the subject has stolen Unless you are experiencing a specific property and the entire event was witnessed emergency (such as a serious medical event) it without interruption. The Security Guard’s is important that you do not contact Security. role is to witness the event from the time All tenants and patrons will be notified of the of their arrival and to prevent an escalation status of the alarms, and any action needed of the situation. Security will not detain the to be taken via the Public Address system. subject for you and under no circumstances will Mall Security pursue a shoplifter. Security SPRINKLER ACTIVATION BY UNKNOWN personnel will only initiate action if personal CAUSE/ACCIDENT danger exists. 1. Fire alarm will activate, including fire SAFE WALK PROGRAM bells in the Common Area of the Mall. All For any number of reasons, Merchants or Merchants should have a staff member patrons within the mall may wish to have an standing in the common area near your escort to their vehicles. Security is available store front where they are able to hear any at all times for this service. If possible please announcements made by Security staff make arrangement with the Security Control Centre in advance so that Security can insure 2. Security will make PA Announcements to a timely response. It is not always possible advise Tenants and patrons that the cause for Security staff to respond immediately is being investigated. to such requests and your patience is 3. Security personnel will be immediately appreciated during these busy times. dispatched to investigate the cause of the VEHICULAR PROBLEMS alarm. For assistance with all vehicle problems (i.e. a) The Rocky View Fire Department will Vehicle boosts, keys locked into vehicles, also be dispatched automatically to the etc.) Security maintains a list of service Mall. providers that you may contact. b) Upon confirmation of the false alarm, Security personnel will shut down the MERCHANT TRAINING PROGRAMS water to the fire suppression system in the At various times throughout the year, the area. Security Department sponsors training programs for merchants; these informative 4. Security personnel will make seminars are given on a broad range of announcements over the PA system topics. Individual seminars are also available advising patrons of the false alarm. by appointment with Security Supervisory staff. 5. Security personnel will attend each of the effected Tenants to document any water FIRE SPRINKLER AND FIRE ALARM damage and concerns of the Merchant(s). ACTIVATION 6. If a fire alarm is triggered by accident (at In this section we will outline the proper procedures when a fire alarm is activated for a pull station for instance) the Merchant various reasons. Please note that the initial should contact the Security Control Centre response will be the same in all instances, at (403) 984-6828 to advise that the and should be followed whenever a fire alarm sprinkler activation was an accident and to is activated. provide details regarding the accident.

35 EMERGENCY PROCEDURES/ SECURITY

SPRINKLER ACTIVATION BY AN ACTIVE FIRE FIRE PREVENTION 1. Fire alarm will activate, including fire It is the responsibility of the tenant, as per bells in the Common Area of the Mall. All your lease agreement and fire regulations, Merchants should have a staff member to insure that all fire regulations are being standing in the common area near your followed at all times. These include, but store front where they are able to hear any are not limited to the following: announcements made by Security staff. • All emergency exit doors must be left 2. Security will make PA Announcements to accessible from the inside when a advise Tenants and patrons that the cause store is occupied. is being investigated. • All stairs and walkways must be kept 3. Security will be immediately dispatched to free of obstruction at all times. the area. If safe to do so Security personnel • All stairways, hallways and other will attempt to extinguish the fire. means of exiting the Merchant 4. The Rocky View Fire Department will space must be properly lit when the be dispatched to extinguish the fire and Merchant space is occupied. conduct an investigation. • Sprinkler heads must have proper 5. Security will make Announcements to clearance of a minimum of 18” (46 cm) advise all occupants to evacuate the Mall. in all directions below the ceiling level. a. It is important for all tenants to No items are to be tied or suspended immediately suspend all transactions and from a sprinkler head at any time. secure all cash or other assets on site. • No storage is to be maintained in or b. Once this is complete evacuate your around electrical panels or devices. A Leased Premises, paying special attention minimum of 3 feet (1 meter) clearance to washrooms, store rooms, or changing must be maintained at all times. areas. • Flammable materials must not be used c. Close your storefront gate but do not in display windows. secure it, as the fire department may need • No flammable liquids may be stored to gain access to the area. in merchant spaces, unless they are d. Assist patrons to exit the mall; stored in Fire Department approved follow all instructions of the emergency lockers, and reported to mall administration team (Identified by high administration. visibility vests). All patrons and staff • Emergency Exit signs must be lit and should evacuate through the nearest usable at all times. emergency exit, using emergency tunnels • Each Merchant must have at least if necessary, and proceed to the NEAREST one (1) fire extinguisher on the Leased muster point. Premises at all times, to be tested 6. Members of the Crisis Response Team will and recharged according to local direct all persons evacuating and provide legislation. assistance to those requiring help. 7. Only after the fire has been extinguished Please note: Security Staff will be and the Rockyview Fire Department has given conducting Fire Safety inspections the all clear, will Tenants be allowed back into throughout the year and may request the mall. that any deviations from these policies be 8. Security will attend each of the effected remedied immediately. Tenants to document the fire, water and/ or smoke damage, as well as address any concerns.

36 EMERGENCY PROCEDURES/ SECURITY

EMERGENCY MALL CLOSINGS • Assist customers in evacuating the Closing of the Shopping Centre is not a premises, directing them to the nearest standard policy and is only done after safe exit. Inner common area tenants consultations with the Administration will make use of the tunnel exits at the office, Anchors, monitoring the local rear of their premises if necessary. weather forecast or taking direction from • Ensure that all kitchen equipment is the local authorities. If inclement weather turned off does require the Shopping Centre to • Conduct a systematic search of your close during operating hours, you will be area/store, with special attention to contacted by the Administration Office. washrooms, store rooms and changing After hours, listen to your local radio and areas. television stations, or you can reach our • Assist in the evacuation of physically Security Department 24 hours a day, 7 impaired people. If there are people days a week at (403) 984-6828. During the within your store that are unable to winter months, as a general rule of thumb, evacuate for any reason. Find the the mall will only close upon being notified nearest member of the Crisis Response that public transit has ceased to operate. Team (Identified by high visibility vests) and inform them. Do not attempt EMERGENCY RESPONSE PROCEDURES to move the person yourself and do In this section, we will be going over the not stay with the person. Trained CrossIron Mills – Crisis Management Plan. professionals will come retrieve them as This plan allows the staff and tenants soon as possible. within the mall to respond appropriately in • Close all doors behind you. However do the event of the most common emergency not lock the doors. situations. • Proceed to the nearest muster point to your emergency exit; these are marked Members of the administration team have by large signs in the parking area. been assigned very specific duties in Members of the Crisis Response Team the case of an emergency and will follow will direct you to the muster points. procedures specific to that emergency. Do not wander around and attempt It is imperative that all tenants and to find your co-workers, employers or their employees are aware of their employees, as this will cause confusion responsibilities and understand the when attempting to gain an accurate procedures to follow in the event of the assessment of the people remaining most common emergencies. Over the next inside the building. The members few pages you will find the appropriate of the Crisis Response Team will procedures to be followed, should certain inform the appropriate parties of your emergency situations arise. whereabouts. • If your store is not clear, please report BUILDING EVACUATION this to a member of the Emergency There are a number of reasons the Response Team immediately. Crisis Management Team may deem an • Return to the building only after evacuation necessary. Should this occur, receiving the all clear from the proper all tenants will be advised by Security staff Authority. via the Public Address system. Upon being notified of an evacuation, the following procedures must be adhered to: • Suspend all transactions and secure all cash and other assets within your 37 Merchant space. EMERGENCY PROCEDURES/ SECURITY

UPON DISCOVERY OF A FIRE • If the fire is not of a combatable size, If you do encounter an active fire, the first immediately call the fire department by thing you must remember is to remain calm. dialing 9-1-1. Security staff will already be on This will allow you to use your best judgment route in response to the pull station. on the proper course of action. Next, follow • Once you have contacted the above noted the steps laid out below: agencies, begin evacuation procedures as • Activate the nearest fire alarm pull found in the previous section. station. This will alert CrossIron Mills Security Personnel and the IF YOU FIND OR SMELL SMOKE WITHIN THE Rockyview Fire Department, as well as BUILDING trigger the fire alarm within the building. There are a number of situations in which • Pull stations can be foundnear the smoke could be present within CrossIron emergency exit of all tenant spaces; they Mills, not all of these require the presence • are also found near every one of CrossIron of the Rocky View Fire Department. For this Mills’ exits. reason, if you find or smell smoke within the • If the fire is of a combatable size, meaning building, immediately contact Security at a small garbage can fire, or a fire that you (403) 984-6828. Security personnel will be can fight while maintaining little to no immediately dispatched to investigate the personal risk; make use of your nearest cause. If the presence of the Fire Department fire extinguisher (instruction on their use is needed, Security personnel will contact to follow). Security staff will be responding them. as quickly as possible to assist. If you are BOMB THREATS unable to extinguish the fire in a timely If your store receives a bomb threat, there are manner, or the fire begins to spread, do a number of very important things that you not continue attempting to combat the must remember. The most important of these fire Cease your actions and evacuate is to remain calm. The key to handling a bomb immediately. If it is safe to do so, and threat is information and your ability to recall you decide to use a fire extinguisher; just and communicate this information. If you remember PASS. receive a threat via telephone, mail or email, • Pull the pin you need to simply follow the following steps: • Aim at the base of the fire 1. (If received via telephone) Write down as • Squeeze the handle much information from the caller as possible. • Sweep back and forth along the base Examples of this information would be: ofthe blaze. a. Exact location of the bomb • It is very important to note what type of b. Description of the explosive or container fire extinguisher you have located within c. Type of explosive. your tenant space, as each “type” will d. Reason for the call or threat. extinguish different types of fires. e. Date and time of the call. • Type A – This type of fire extinguisher is f. Exact Language used, if in English, did designed to extinguish a fire containing the caller have a noticeable accent? Can combustible materials such as wood or you identify the accent? paper. g. Sex of the caller • Type B - This type of fire extinguisher h. Estimated age of the caller is designed to combat fires containing i. Demeanor of the caller (did the caller combustible liquids such a gasoline. seem nervous, angry, etc.) • Type C – This type of fire extinguisher is j. Identifiable background noises such as designed to combat electrical fires. music, traffic, announcements, other • Type ABC – This is the most common conversations, etc. modern fire extinguisher, and is acceptable 38 to use on any kind of fire. EMERGENCY PROCEDURES/ SECURITY

Enforcement are able to gather witness 2. Contact the police as soon as it is pos- statements and interview yourself and sible the other witnesses. 3. Contact Mall Security as soon as the po- lice have been notified. Upon the arrival of our trained Security a. Instructions on how to proceed staff, you and other witnesses will be will be issued as soon as possible. It separated to avoid conversation about the is imperative that you remain calm, event. and do NOT alarm your customers or employees. This is to protect the integrity of your LOST CHILD / PARENT MISSING CHILD statement. If you are injured or in need If you encounter a lost child, or a parent of medical assistance, inform Security approaches you stating they are missing staff immediately and they will arrange their child, stay with the child or person an ambulance to attend the scene and contact CrossIron Mills Security immediately. immediately at (403) 984-6828. Security personnel will be dispatched immediately IN ALL OTHER EMERGENCY OR to take command of the situation. POTENTIALLY SERIOUS SITUATIONS. CONTACT CROSSIRON MILLS SECURITY ARMED ROBBERY OR ARMED PERSON STAFF AT (403) 984-6828. If your store falls victim to an armed robbery, the most important thing to remember is to keep yourself safe. Your store will have insurance to cover the losses incurred in such an event, but your life cannot be replaced. Compliance with your assailant is the number 1 way to stay safe in the event of an armed robbery. Do not fight back or resist the subject unless your life is in jeopardy.

If you can SAFELY do so during an armed robbery, otherwise, after the subject has left the premises, follow these steps.

1. Call 9-1-1 immediately 2. Contact Security Staff for assistance. 3. Ensure the safety of customers in the area by blocking access to the area. However do NOT attempt to prevent the subject from exiting the premises. 4. After the subject has left the premises, keep the area quarantined. Police may need to conduct a forensic investigation and having multiple people moving through the crime scene will only serve to contaminate this evidence. 5. Do not discuss the even with anyone else, until Security personnel and Law 39 MARKETING

CrossIron Mills is the first enclosed and Coach Men’s. The centre also has shopping centre to open in Alberta in 20 many “largest-in-Alberta”retailers including years and the largest single the largest Toys ‘R’ Us, Babies ‘R’ Us, The level centre in Alberta, with over 200 stores Children’s Place, Tommy Hilfiger Outlet, and 100 outlets. An integral component Laura Superstore and Urban Planet. of a 674 acre master planned retail and entertainment destination, CrossIron Mills, The shopping centre design celebrates Alberta’s newest shopping destination, the beauty and diversity of Alberta. The is ideally situated on Hwy 2, the busiest unique design was inspired by geographic transportation corridor in the province regions, memorable landmarks, and cultural of Alberta. The centre is just 7.5 km icons of Alberta. The centre features from Calgary International Airport and 6 distinct neighbourhoods, connected approximately 1.5 km north of the City of by unique transition courts and a new Calgary in . and improved Food Hall with 1400 seats and 24 restaurants. The creative use of Featuring 18 large format anchors and colour, patterns, form, scale, texture and more than 200 specialty stores and materials reflect the essence of the Alberta premium brand outlets, CrossIron Mills was experience. Highly visible and distinctive developed in the Mills concept, combining entrance icons are incorporated as part of the best attributes of a traditional the centre’s unique design. shopping centre, power centre and exciting architecture under one roof and is the You’ll see CrossIron Mills advertised in only true outlet concept shopping centre popular mediums such as television, in Western Canada. At 1.4 million square outdoor (billboards, bus wraps, feet of gross building area and 1.1 million superboards), radio, print and magazine. square feet of gross leasable area, the Watch for an up-to-date package centre is home to many “first-in-Alberta” showcasing customer demographics and retailers including Bass Pro Shops, Calvin shopping patterns, as well as Trade Area Klein Outlet, Saks Fifth Avenue Off 5th, True research about CrossIron Mills. Religion Brand Jeans Outlet, Coach Factory MARKETING

PUBLIC RELATIONS JOB POSTINGS CrossIron Mills’ Marketing Department Crosslron Mills is proud to announce our continues to exercise a public relations new service in collaboration with Wirkn, focus to build relationships with influential an end-to-end employment solution media figures, broadcast talents and designed to connect the right people with political dignitaries to create positive and the right jobs. With the introduction of frequent publicity. video presentations and complete digital profiles to the application process, Wirkn Strategies Include: helps employers find great candidates • Maximize the centre’s Public Relations by allowing them to showcase their plan to add value to programs, develop personality, motivation and social skills angles and to attract media coverage. to the hiring managers. This solution • Prioritize relations with local dignitaries completely replaces the job postings that and community figures and remain you used to create via the Tenant Portal. active in networking and social affairs. • Create media opportunities based on Our website’s Career section is now key selling periods, positioning the completely integrated with all job offers centre and its retailers as the premiere posted on Wirkn. It is no longer possible shopping destination for each season. to post job offers via the Tenant Portal. To • Support the centre’s promotional publish a job on Wirkn, simply fill the new periods, major events and new store form available at this address: openings. http://wir.kn/hire-at-crossiron-mills. You • Educate consumers about CrossIron can also send an email to service@wirkn. Mills’ distinctive hybrid concept and com and include your store’s name and landmark collection of unique to Alberta CrossIron Mills in the email’s subject. retailers. • Capitalize on community relations We are convinced that using Wirkn will help opportunities to generate goodwill for you reduce the time spent on collecting the centre. and reviewing application forms and resumés. Crosslron Mills will cover the fees Should your store have any specific for this new service, so it will be completely needs regarding Public Relations or any free for our tenants. opportunities for us to garner positive publicity, please contact the CrossIron TOURISM Mills Marketing Department at (403) CrossIron Mills is dedicated to developing 984-6801 and fostering relationships that position our centre a top-of mind destination WEBSITE among tourists. The CrossIron Mills website has been redesigned to not only update the layout Our tourist programs include: and provide a fresh look, but to include new added value features that will improve • Group Tour Incentives our shopper’s online experience. Each • Shop and Stay tenant has their own portal to the website • Shopping Shuttle which allows you to login and upload • Gift with Purchase Program promotions to your store page. Please • VIP Visitor Savings Program e-mail [email protected] to obtain the user guide that contains your For questions related to our tourism access code and instructions on how to program, please contact tourism@ 41 manage your tenant portal. crossironmills.com. GIFT CARD PROCESSING

CROSSIRON MILLS GIFT CARD Q. What happens if there are not enough CrossIron Mills gift cards are now redeemable funds on the gift card? at 21 Ivanhoe Cambridge shopping centres A. You will need to process a split tender across Canada. Accompanied by a gift card transaction. Process the gift card transaction holder and multi purchasing ability, CrossIron first and then obtain another form of payment Mills is pleased to offer it’s customers the for the balance of the sale. ultimate convenience of a mall gift card. Q. How do I process returns on a gift card? A. Merchandise returns should be credited back onto the original gift card used. However, it may take 5-7 business days to appear on the customers gift card account. If a customer does not wish to wait 5-7 business days, or they no longer have the gift card, return the merchandise according to your store’s policy.

Q. What do I do if the POS fails to read the card? A. Call the Merchant Support Line at 1-800- 268-9824 for assistance to process the card.

Q. What should I do if I deduct too much money from the gift card? SERVICE CHARGES A. Call the Merchant Support Line at CrossIron Mills Gift Card are supported by 1-800-268-9824 to reverse the transaction. American Express and the funds loaded on the Card does not expire and the Card does not Q. Once I have processed a customer’s gift have activation and maintenance fee. card, how will I know the remaining balance? A. Check the authorization code on the Q. How does my store participate in the gift transaction receipt or call the balance inquiry card program? hotline at 1-833-350-2461. A. Your store MUST accept American Express to be able to process the cards. Q. What do I do if there is no balance left on the gift card? Q. Are there any associated fees to A. ALWAYS return the card to the customer. participate? This card may be required for future returns. A. There are no fees. The only fees you will incur are the fees based on the contract that Q. If my store accepts tips can they be you deducted from the gift card? have agreed upon with American Express. A. Tips must NOT be deducted from the gift card. Obtain another form of payment. Q. How do I know the balance of the gift card? Q. Who do I call for technical support? A. There are 3 different options to choose from. A. Merchant Support Line: 1-800-268-9824; • Call CrossIron Mills Guest Services at Balance Inquiry Line: 1-833-350-2461. 403984-6800. • Call Merchant Support at 1-800-268-9824. Q. Will I still be able to accept the gift card if I • Visit AmexPrepaidCard.com replace my POS terminals? A. Yes, As long as the American Express Merchant ID remains the same, then you don’t need to reactivate the new terminals.

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KNOW THE GIFT CARD BALANCE • Balance tracking strip on back of card YOUR NEW • Phone 1-833-350-2461 and enter card # • Call customer service 403-984-6800 CROSSIRON MILLS • Visit AmexPrepaidCard.com GIFT CARD ACCEPT THE GIFT CARD LIKE A CREDIT CARD NOW REDEEMABLE • Use the credit card button on your pos. • If pos requires 4 digits from the card to AT 23 IVANHOÉ CAMBRIDGE complete authorization, enter the last 4 #’s SHOPPING CENTRES ACROSS from back of card. CANADA • Write remaining balance on back of card. • Return card and obtain signature. BRITISH COLUMBIA PROCESS A RETURN Guildford Town Centre • Follow your store’s return procedures. Mayfair Shopping Centre • If your store allows, process the funds back Metropolis At Metrotown on to the customers original gift card. • Inform your customer it will take 5 -7 days Woodgrove Centre for the funds to be returned to the card. ALBERTA SPLIT TENDER CrossIron Mills • Use if sale amount exceeds card balance. Southgate Centre • Gift card may decline if card balance is. premium outlet collection-edmonton • Less than sale amount. international airport

NOTE MANITOBA • Determine card balance. Outlet Collection Winnipeg • Obtain another form of payment to cover Ontario amount of sale that exceeds balance. Bayshore Shopping Centre • Process non-gift card payment first. Conestoga Mall

MAPLEVIEW SHOPPING CENTRE VOIDING A SALE • If you deduct an incorrect amount from a Oakridge Centre* gift card, follow your store’s void procedures. (REDEEMABLE ONLY IN VANCOUVER) • When you void a sale, the funds need to Oshawa Centre be put back on the gift card. To do this, you Outlet Collection at Niagara must phone 1-800-268-9824 to have funds immediately put back on. Quebec Carrefour de L’Estrie WHAT IF A GIFT CARD IS DECLINED? GALERIE Place Ville Marie • Are there sufficient funds on the card? I Laurier Québec not, use split tender procedure above. Montreal Eaton Centre • Check you are processing the card as a Place Montréal Trust credit card on your register. Place Ste-Foy Nova Scotia Mic Mac Mall

43 SPECIALTY LEASING OPPORTUNITIES

CrossIron Mills provides a variety of For further information about Specialty opportunities aimed at launching new Leasing and Partnerships, visit us retail concepts in addition to further at www.crossironmills.com or www. promoting established brands. Our ivanhoecambridge.com and follow the Merchandising Retail Units (MRUs) are links to Specialty Leasing. perfect for turnkey business solutions and are customized to suit the unique features of the six retail neighbourhoods – Fashion, Ranch, Resources, Fossil, Sport and Entertainment.

Let us help you select the right location to promote your retail concept or test market new products. Temporary Kiosks, in line store locations, common area space and the parking lot are also available for promotional events.

44 SPECIALTY LEASING OPPORTUNITIES

Common Area Events Promotional Displays

Enhance The Shopping Experience!

Utilize the common area of the centre to introcue new products, conduct events or create brand awareness.

There are also a wide range of sponsorship programs ranging from events, themed zones (lounges) and neighbourhoods.

Your Specialty Leasing & Partnership team can guide you towards a sucessful event!

For local partnership opportunities, please contact Robin Matanovich at 403-984-6817 or [email protected].

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