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Tenant Binder Tenant Binder Feb 2018 TENANT MANUAL This Retailer Information Package is designed to provide you with easy access to information about Edmonton City Centre and its policies. In this binder, you will find information intended to assist in the operation, safety, care and cleanliness of Edmonton City Centre and your leased premises. It is supplemental to, and NOT in substitution for, any provision or provisions of your Lease Agreement with Oxford Properties Group. Please review the manual and ensure it is handy at all times for you and new employees. Revised pages will be sent to you as necessary. CONTENTS GENERAL INFORMATION SECURITY Retail Staff Directory Contact Store Alarms GENERAL INFORMATION Security Escorts Tenant Information Session Central Services Emergencies After Hours Access GUEST SERVICES Mail Services Location & Hours Services Provided MEMOS Employment Board Gift Cards Online Memos Wheelchair and Stroller Holiday Hours 2016 Tourism Program RULES & REGULATIONS GIFT CARD PROGRAM Quiet Enjoyment Denominations & Availability Lease Lines Description Store Cleanliness Redemption Retailer Signage Lighting of Premises Maintenance of Premises MARKETING Alteration of Premises In-Store Visits Inspection of Premises Free In-Mall Advertising Notices of Defects Use of Premises PARKING Retailer Emergency Contact Lists Soliciting in Common Areas Parkade Locations Parking Rates Services PROCEDURES Loading Dock Deliveries SHOPPING CENTRE MAPS Garbage Disposal EMERGENCY PROCEDURES GENERAL INFO EDMONTON CITY CENTRE - CONTACTS Oxford Properties Group manages Edmonton City Centre. The office is located on the 17th floor of Oxford Tower. The mailing address is: Suite 1700, Oxford Tower 10025-102A Ave Edmonton, AB T5J 2Z2 Department Role Name Phone Number General Manager Olympia Trencevski (780)426-8464 General Management Property Manager Lindsay Whyte (780)426-8415 Senior Property Administrator Lois McElwain (780)426-8463 Administration Property Administrator Corey Prsa (780)426-8468 Operations Manager Lonny Vanderheide (780)426-8450 Operations Operations Supervisor Bob Portieous (780)426-8430 Tenant Coordination Coordinator, Retail Design & Construction Kadra Farah (780)426-8425 Leasing Specialty Leasing Manager Nicole Wells (780)426-8432 Marketing Manager Zaina Yusuf (780)426-8488 Marketing Marketing Coordinator Minla Sadasiwan (780)426-8411 Guest Services Guest Experience Supervisor Susan Radford (780)426-8440 24/7 Dispatch (780)426-8441 Central Services Central Services Scott Thomson (780)493-7547 Safety & Security Manager Pam Brown (780)793-7546 Security Assistant Security Manager Susan Mancini (780)426-8426 GENERAL INFORMATION ABOUT EDMONTON CITY CENTRE Edmonton City Centre East was built in 1974 and was expanded to include Edmonton City Centre West in 1999. This centre has since been redeveloped to bring new excitement to Edmonton’s downtown shopping environment. With over 130 retail shops and services, Edmonton City Centre is the only major shopping destination in the downtown area. This retail project has brought new life to the downtown shopping experience and energizes the downtown core by bringing in key retailers who are unmatched in the market place. KEY FACTS The centre consists of two sections (East and West) connected by a transparent retail bridge crossing 101 St. The complex has 811,000 sq. ft. of retail space plus an additional 125,000 sq. ft. of office space. The centre is also connected to 5 major office towers and two hotels. HOURS OF OPERATION Monday - Wednesday: 10:00 am to 6:00 pm Thursday - Friday: 10:00 am to 8:00 pm Saturday: 10:00 am to 6:00 pm Sunday: 12:00 pm to 5:00 pm CENTRAL SERVICES (780) 426-8441 Central Services is open 24 hours a day, seven days a week and is here to assist you with your security related issues or emergencies. All questions or concerns regarding aid or any of our services can be answered over the phone or in person. Our office is located at the 102A Avenue entrance, in the hallway between Payless Shoes and Coles Books on street level. MAINTENANCE Issues regarding the maintenance of your space must be put through 310-MAXX (780-310-6299). Central Services monitors 310-MAXX orders to ensure a quick response time. EMERGENCIES It is imperative that Central Services has up to date emergency contact information, as in the event of an emergency after hours, this will be who we contact. Central Services staff updates the emergency contact information every 3 months, but we encourage you to contact us immediately if your information has changed. The information you provide us will also be used for “Send Word Now”, Oxford’s emergency notification system. For more information regarding “Send Word Now”, please refer to the Emergency procedures section of the binder. In the event of an emergency, fire, power outage, flood, etc, Central Services is the main point of contact for emergency responders. During the emergency, Central Services will issue a message, if necessary, with directions and/or information using “Send Word Now”. We will continue to provide updates in this manner until the emergency is resolved. Unless we have delivered a different message with specific direction via “Send Word Now”, we advise you to follow your own store protocols. Please ensure you are up to date with your store protocol on fire emergencies, or any other potential emergency situations that may occur. If you are unsure of your store procedures, please contact your head office. Once the emergency has been dealt with, you may call Central Services to receive an update and we will provide you as much information as we can. COMPLAINTS Concerns or complaints regarding disturbances that affect your store, such as noise complaints, early openings or closings, etc, can be directed to Central Services where we will resolve the problem or direct your call to the appropriate authority. Questions regarding the property can be directed to Central Services. AFTER HOURS ACCESS After hours access is available at any time with prior written notification to Central Services at (780) 426-8441 or with an access card. If you would like an access cards please first contact Oxford Properties at (780) 426-8400. There is a cost of $25.00 per day. The card will work at the 102 A Ave entrance next to Central Services on the East side. All Edmonton City Centre exterior doors open at 6am and close 1-2 hours after stores close with the exception of the doors by the Delta hotel and the doors by Riz. These doors are open until 1am daily. The LRT pedway doors are open with access to the shopping centre from 5am-11pm. MAIL SERVICES INCOMING MAIL East retail mailboxes are located in the loading dock on the lower level of the shopping centre. West retail mailboxes are located in the West preferred parkade (Please refer to the map under “Store Listing/Mall Map” for location.) To arrange for a mailbox and mailbox keys for your location, please contact Central Services at (780) 426-8441. There is no charge for the first key and additional keys are available for $5.00 + GST. Please have your mail address as follows for the east side: Store name Store #, Edmonton City Centre 10205 – 101 Street Edmonton, Alberta Postal Code Postal Codes: Lower Level T5J 2Y7 Street Level T5J 2Y8 Pedway Level T5J 2Y9 Top Level T5J 4H5 Please have your mail addressed as follows for the west side: Store Name Store #, Edmonton City Centre 10200-102 Avenue Edmonton, Alberta T5J 2B7 OUTGOING MAIL Canada Post mail chutes are located in the main lobby of the Oxford and TD Towers, Shoppers Drug Mart Postal Outlet, and in the mail room on the west side. Please use one of the following mailboxes for parcels: Outside of Delta Centre Suite Hotel entrance, main level west Northeast corner of 101 Street & 102 Avenue Northwest corner of 100 Street & 102 A Avenue Shoppers Drug Mart Postal Outlet, lower level east Canada Post Depot at 97 Street & 103 Avenue The retailer through Canada Post at (780) 944-3411 may only authorize re-directing or canceling mail service. MEMOS MEMOS Operational updates, marketing opportunities, and other important information are posted under the tenant log in tab on our website (www.edmontoncitycentre.com). Please take the time to set up an account for your store on the website so that you don’t miss out on important information going forward. Sign up instructions: Visit www.edmontoncitycentre.com Scroll down to the bottom of the page and click Tenant Login in the footer Request a tenant login Enter your store name and e-mail address An email will be sent to you with a username and password Once you have these credentials you can go back into Tenant Login and access the bulletins on the top right hand corner of the website Anytime there is a new memo, it will be added to this section of the site once you log in. Please note that the above is all available on your smartphone as well as a computer. If you have any questions or require assistance with signing up for paperless memos, please contact Zaina Yusuf, at 780-426- 8488 or at [email protected] HOLIDAY HOURS HOLIDAY DATE CENTRE HOURS Family Day Monday, February 19 Noon – 5 pm Good Friday Friday, March 30 Noon – 5 pm Easter Sunday Sunday, April 1 Closed Victoria Day Monday, May 21 Noon – 5 pm Canada Day Sunday, July 1 Noon – 5 pm Heritage Holiday Monday, August 6 Noon – 5 pm Labour Day Monday, September 3 Noon – 5 pm Thanksgiving Day Monday, October 8 Noon – 5 pm Remembrance Day Sunday, November 11 Noon – 5 pm Christmas Eve Monday, December 24 Noon – 5 pm Christmas Day Tuesday, December 25 Closed Boxing Day Wednesday, December 26 10 am – 6 pm (Optional opening 8am) New Year’s Eve Monday, December 31 Noon – 5 pm New Year’s Day Tuesday, January 1 Closed Please keep this for your records as we do not send out reminders of mall holiday hours for each individual holiday.
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