Roads and Transport Authority DUBAI METRO Operation of Kiosks / Shops at Dubai Metro Stations (Red and Green Lines) COMMERCIAL OPERATORS' MANUAL FOR RETAIL OUTLETS Commercial Operators' Manual CONTENTS Introduction Section I General Requirements for Operating in Stations A. Commercial Operators B. Dubai Metro C. Maintenance Arrangements Concerning Work for which the Commercial Operator is Responsible i Routine Maintenance ii Urgent/Emergency Maintenance D. Safety and Security Precautions E. Emergency Procedures i Station Control and Evacuation ii Action to be Taken on Discovering a Fire in a Kiosk/Shop iii Action to be Taken on Hearing a Fire Alarm iv Action to be Taken in the event of Chemical Spillage/Leakage F. Activities consider as violations Section II Fitting Out Requirements Station Contact Telephone Numbers STATIONS DIRECTORY REDLINE STATIONS MOBILE GREEN LINE STATIONS MOBILE RASHIDIYA(RSH) 056-5034387 ETISALAT (ETT) 056 1775834 EMIRATES (EMI) 056-5034386 AL QUSAIS (QUS) 056 1775836 AIRPORT TERMINAL 3 (AT3) 056-5034385 AIRPORT FREEZONE (AFZ) 056 1775838 AIRPORT TERMINAL 1(AT1) 056-5034384 AL NAHDA (NHD) 056 1775840 GIGICO 056-5034383 STADIUM (STD) 056 1775842 DEIRA CITY CENTRE(DCC) 056-5034382 AL QIYADAH (QYD) 056 1775847 AL RIGGA (RIG) 056-5034419 ABU HAIL (ABH) 056 1775848 UNION SQUARE (USQ) 056-5034420 ABU BAKER AL SIDDIQUE (ABS) 056 1775849 BURJUMAN (BUR) 056-5034421 SALAH AL DIN (SDN) 056 1775850 ADCB 056-5034422 BANIYAS SQUARE (BSQ) 056 1775845 AL JAFILIYA (JAF) 055-4701027 PALM DEIRA (PMD) 056 1775833 WORLD TRADE CENTRE(WTC) 056-5034424 AL RAS (RAS) 056 1775835 EMIRATES TOWERS (EMT) 056-5034425 AL GHUBAIBA (GUB) 056 1775837 FINANCIAL CENTRE (FIC) 056-5034426 AL FAHIDI (FHD) 056 1775839 BURJ KHALIFA (BJK) 056-5034427 OUD METHA (OMD) 056 1775841 BUSINESS BAY (BSB) 056-5034428 DUBAI HEALTHCARE CITY (HCC) 056 5044727 NOOR BANK (NIB) 055-4701101 AL JADAF (JDF) 056 1775844 FIRST GULF BANK (FGB) 056-5034431 CREEK (CRK) 056 1775846 MALL OF EMIRATES (MOE) 056-5034432 ETISALAT CARPARK 056 1775832 SHARAF DG (SDG) 056-5034433 DUBAI INTERNET CITY (DIC) 056-5034435 NAKHEEL (NAK) 056-5034436 DAMAC Properties (DMA) 056-5034437 JUMEIRAH LAKE TOWERS (JLT) 056-5034438 NAKHEEL HARBOUR & TOWER (NHT) 056-5034439 IBN BATUTA (IBB) 056-5034440 ENERGY (ENE) 056-5042145 DANUBE (DAN) 056-5042154 UAE Exchange (UAE) 056-5042153 August 2016 Rev. 2 Page 2 Introduction The Commercial Operators' Manual supplies guidelines to all Dubai Metro Commercial Operators for the fitting out, operating and maintaining of kiosks/shops within the retail area of Dubai Metro Station. These guidelines have been written specifically for kiosk/shop frontline serving staff and managers; all employees of external, fitting out companies/ contractors; and Dubai Metro's operational, security, maintenance and related personnel. By following these guidelines we can ensure the safety and comfort of customers, the general public, Commercial Operators' staff and contractors help to protect the environment. This Manual does not supersede the agreement made between RTA and a Commercial Operator. Each Commercial Operator is expected to comply with Dubai Metro Ordinance and by-laws, existing Dubai Government rules and station regulations, as well as any subsequent Enactments. RTA intends to create an environment for all of its Commercial Operators to run efficient and profitable businesses. If there are any queries or procedures that we can help with, please do not hesitate to contact Serco Retail support team or RTA Rail Investment Office on [email protected] or [email protected] It is the mission of Dubai Metro to provide a quality transport service for the people of Dubai. We want every Dubai Metro passenger to enjoy a safe, environmental friendly, reliable and efficient service that offers good value for money. We are committed to making the best use of our resources in our continuing quest for excellence in providing high quality passenger services. We also constantly look for newer and better ways to meet passengers' rising expectations. August 2016 Rev. 2 Page 3 Section I General Requirements for Operating in Station Dubai Metro wishes each kiosk/shop to enhance the appearance of its stations, even when the outlet is closed. Commercial Operators and their staff are requested to note the following: A. Commercial Operators Below are the requirements for each Commercial Operator to follow: 1. Keep his kiosk/shop open during business hours (these should be displayed prominently at the entrance of kiosks/shops for customers' information) and notify RTA Rail Investment Office and Serco Retail Support Team if these hours cannot be kept. He should also inform the Station Master if unable to open the kiosk/shop for business in case of emergency. 2. Illuminate his kiosk/shop sign, the shop front of which will be managed on a 24- houra-day basis by the Operator of Dubai Metro. The control of lighting to shop front signage and projection signage will be managed by the Operator of Dubai Metro. The operating costs and maintenance costs of the shop front lighting will form part of the services charge to be paid by Commercial Operator to RTA. 3. Obtain agreement from RTA and the Operator of Dubai Metro before displaying any sign or advertising material within the retail area or its surroundings. 4. Provide the Operator of Dubai Metro and the Station Master with regular, updated, on-call staff lists for emergency contact both during and outside business hours. 5. Notify the Operator of Dubai Metro and the Station Master of his telephone and facsimile numbers and use these solely for kiosk/shop business purposes. 6. Staff and Contractors of Kiosk/Shop will be briefed by the Station Master regarding the site and the safety measures. A site brief form needs to be filled in and signed by both parties. One copy remains with the Station Management Office and other copy for the staff/Contractor of Kiosk/shop. If appropriate, a pass from the Station Master to allow access to and from the paid area shall be obtained and this shall be recorded. Obtain, if appropriate, a *"Contractor" pass from the Station Master to allow access to and from the paid area. Pass holder must follow all terms and conditions of issue of the Pass as follows: a. to be given only to kiosk/shop staff; b. to be used only by kiosk/shop staff; August 2016 Rev. 2 Page 4 c. not to be used at any other stations or for travelling on DUBAI METRO trains; d. to be renewed upon expiry; e. to be returned to the Station Master of the issuing station when the kiosk/shop is closed or when it is no longer required; f. to be replaced, at the Commercial Operator's expense, if it is lost or damaged. 7. Maintain the kiosk/shop in a clean, tidy and well decorated condition, and be aware that any loss of or damage to Dubai Metro property must be paid for at the Commercial Operator's expense. 8. The passageway communicating the retail area and the place of safe passage shall be kept clear all the time. 9. The arrangement of goods or racks or cabinets or furniture shall not obstruct the proper functioning of sprinkler system and other safety or passenger equipment. The display and arrangement of goods must not block the passageway (exit from the shop) nor any access and egress points. Sufficient width leading to the place of safe passage, i.e. the station public circulation areas, must be maintained at all times. 10. Use the retail area solely for the purpose of conducting a RTA endorsed business, and where necessary gain approval from the RTA for any changes to the business. All activities should be carried out within the retail area. The Operator of Dubai Metro should be notified once approved. 11. Arrange for the prompt disposal of all rubbish during off-peak hours, and keep waste bins, cartons and rubbish out of the public view, in order to avoid inconvenience to Dubai Metro, and other Commercial Operators or passengers, as well as keeping the disposal route (five meters) clean and clear of obstruction. 12. Proper space (storage cabinet, partitioned store room/ space or the like) shall be designated or identified for goods/stocks storage. The Commercial Operators shall be required to declare the nature and type of goods/stocks to be located in the retail storage space. All stocks shall be kept at minimum level inside the storage space, store no inflammable, explosive or hazardous materials in the kiosk/shop and surrounding areas. 13. Ensure goods/stocks are only delivered during times agreed by the RTA unless this is approved by the Operator of Dubai Metro. During the delivery process, if the goods/stocks are placed outside the retail area temporarily, it must not be left August 2016 Rev. 2 Page 5 unattended and shall be moved to the designated storage space as soon as possible, failing which it will be removed by the Operator of Dubai Metro. 14. Maintain a fire suppression system including fire extinguishers or sprinklers, and keep emergency exits clear. 15. Provide goods/services that will not directly or indirectly infringe or jeopardize Dubai Metro's or other Commercial Operators' interests. 16. Refrain from smoking, eating and drinking within the prohibited areas of the retail area as prescribed. Smoking, eating and drinking within the prohibited areas of the retail area are prohibited. 17. Inform and where necessary gain approval from the RTA and the Operator of Dubai Metro well in advance of any intended promotional activities. Approval from RTA and the Operator of Dubai Metro are required for any promotional activities carried out inside the shop or in any area within Dubai Metro’s control. 18. RTA and the Operator of Dubai Metro will have the right to require the Commercial Operators closure of the shops and stop the normal commercial activities in the event that the RTA and/or the Operator of Dubai Metro consider that the continuation of the commercial activities of the Commercial Operators on specific date and time will cause safety problem and/or is adversely affecting efficient operations.