Merchant Manual TABLE OF CONTENTS Fair Oaks Management Team……………………………………………...…………………………………..... 5 Your Fair Oaks Address………………………………………………..……………………….….......7 Vision, Mission, Values……………………………………………………….………………………...8 Important Phone Numbers…………………………………………………………..…………….........9 Customer Service Center …………………………………...…………………………..…………...10 Complimentary Gift Wrapping Fax and Photocopy Services Gift Cards Help Wanted Book Information & Directories Lost and Found Lost Children The Shopping Line Strollers Wheelchairs Telecommunications Device for the Deaf Operating Procedures Center Hours………………………………………………………………………………………….…14 Center Utilities………………….…………………………………………………………….………….15 Electrical Service Gas Service HVAC New Construction/Remodeling Telephone & Internet Services Water Tenant Maintenance…………………………………………………………………………….………16 Care of Premises Construction of Mall and Common Areas Leased Premises Operation of Business Remodeling Right of Entry Rules or Regulations Shopping Carts Stanchions & Tables Trash Removal Tenant Maintenance Compliance Use of Premises Waiver Tenant Procedures………………………………………………………………………………….…..19 Gross Sales Merchandising Parking 2 Quiet Environment Sales Reports Signs Smoking Solicitation Stanchions & Tables Use of Common Areas Inspections……………………………………………………………………………………………….21 Store Maintenance Certificates of Insurance………………………………………………………………………………..23 Tenant Obligations………………………………………………………………………………………26 Drain Line Preventative Maintenance Heating & Cooling System Pest Control Receiving, Delivery & Removal Repairs Restaurant and Food Stores - Sewer Connection Requirement Cooking Grease Service Entrance Extermination Fire Alarms/Loss Prevention Systems/Audio Systems Ansul System Hood Exhaust Trash Room Periodic Inspections Maintenance of Roof Equipment Water Leaks Special Requirements Trash Disposal and Loading Procedures Tenant Obligations Public Safety/Security Fair Oaks Public Safety & Security……………………………………………………………………31 Bomb Threat Center Evacuation Emergency Communications Emergency System “Code Red” Emergency Equipment Employee Conduct Employee Parking Fire Prevention Power Outage Shoplifting Smoking Snow Emergency Special Events & New Product 3 Employee & Visitor Rules of Conduct…………………………………..………….…………...…….35 Emergency Evacuation Map – Lower Level………………………………………….…………...…36 Emergency Evacuation Map – Upper Level………………………………………….………………36 Fair Oaks Aerial Directory………………………………………………………………………...……37 Marketing Fair Oaks Marketing………………………………………………………………………………..…...39 Annual Events Location Shopper Profile Trade Area Marketing Opportunities………………………………………………………………………………..41 www.ShopFairOaksMall.com Facebook Email Blast (Weekly) Exclusive Privilege Card Frequent Shopper Program Shopping Line 703.359.8300 Store and Dining Coupon Distribution Sponsorship with Advertising Signage TMMI Mall Advertising JCDecaux Displays 4 FAIR OAKS MANAGEMENT TEAM YOUR FAIR OAKS MANAGEMENT TEAM You can reach any member of the Fair Oaks Management by calling 703.359.8302. Security can be reached by calling 703.359.8309. The Management Office is located on the lower level off the Macy’s with Furniture court, enter through the hallway between Foot Locker and Spencer’s Gifts. Public restrooms are located at the end of hallway and the Security and Management Offices are to the left. Management Office hours: Monday-Friday 9:00AM – 5:00PM Saturday, Sunday & Holidays – CLOSED Security Office hours: Open 24 hours, 7 days of week Mall hours: Monday- Saturday 10:00AM – 9:30PM Sunday - 11:00AM – 6:00PM (Holiday, restaurant and department store hours may vary) Fair Oaks Mall is CLOSED on Easter and Christmas ROBBIE STARK, General Manager DAVID CONINE, Facilities Director Center facilities; mall/tenant construction; maintenance, engineering, housekeeping, parking, utilities, common area. TERESA TRUONG-CHEA, Marketing & Sponsorship Director Marketing and print, broadcast and digital advertising; on-site media and film crews; special events; sponsorships; promotions; www.ShopFairOaksMall.com and intranet website opportunities; directories. ROGER DINGUS, Facilities Superintendent Engineering; heating; air conditioning KAREN LEAK, Specialty Leasing Agent RMUs; kiosks; temporary stores MARLO GUERRA, Cleaning Supervisor DAVID MARTIN, Property Coordinator Temporary storage bookings; in-store event equipment requests and sales reports 5 SECURITY Lower level of Macy’s with Furniture Gallery; located at end of hallway between Foot Locker and Spencer’s Gifts Open 24 hours, 7 days a week 703.359.8309 BRIAN CARROLL, Security Director RON MOSER, Assistant Security Director Management Office Fair Oaks Mall 11750 Fair Oaks Mall, Mgt. Office Fairfax, VA 22033 Phone: 703.359.8302 Fax : 703.591.6548 6 Your Fair Oaks Address Every store has a separate and distinct mailing address. Please contact Management Office for details. ________Fair Oaks Address (will be 5 digits: 11XXX followed by an “L” for Lower Level or “U” for Upper Level. Sample: 11814U Fair Oaks) Fairfax VA 22033 City State Zip Please do not use 11750 Fair Oaks as your store address. This is only for the Management Office. 7 As part of The Taubman Company, we at Fair Oaks Mall work hard to achieve these commitments for you and your customers. VISION Taking Smart Ideas Shopping MISSION Our mission is to own, manage, develop and acquire retail properties that deliver superior financial performance to our shareholders. We distinguish ourselves by creating extra- ordinary retail properties where customers choose to shop, dine and be entertained; and where retailers can thrive. We foster a rewarding and empowering work environment, where we strive for excellence, encourage innovation and demonstrate teamwork. VALUES We Take The High Road We Play For The Team We Respect Everyone We Push The Envelope We Pursue Excellence We Honor Tomorrow Today We Are Accountable For Our Results We Love What We Do 8 IMPORTANT PHONE NUMBERS *Police, Fire/Rescue Emergency …............................................................... 911 Police, Fairfax County (Non-emergencies) …............................................................... 703.691.2131 Fire/Rescue (Non-emergencies) …............................................................... 703.691.2131 Center Security Office …............................................................... 703.359.8309 The Shopping Line ….............................................................. 703.359.8300 Center Management Office …............................................................... 703.359.8302 Fair Oaks Emergency Number (Emergencies only) …............................................................... 703.385.2112 Your Corporate Office phone number: __________________________________________ Your Alarm Company phone number: __________________________________________ Emergency Store Managers Notification Security maintains a database of tenant management personnel. This database is necessary for notification of alarms, open doors, fires, water flows or other such matters that occur during non- operating hours. It is imperative that these files remain current and any changes in store management should be called in to the security office and the “Emergency Contact Sheet” form frequently reviewed/updated. *If you call 911 for an emergency response, please also call Mall Security at 703.359.8309. They will help direct emergency response personnel to your store location in a timely fashion. 9 Help Wanted Listings This is an employment listing with store name, position(s) open, salary, hours, miscellaneous information and contact person. These listings are available on the mall website www.ShopFairOaksMall.com/jobs Please contact the Mall Management Office to post an opportunity. Information & Directories Handheld directories of all mall tenants are updated quarterly with the most current information available at that time. They are available throughout the mall in available holders. The Fair Oaks Mall app is also available on iPhone & Android which provides detailed information on stores and the mall. Lost and Found Customers can inquire/claim items at the Security office for up to 30 days when the item(s) will be disposed of. Items found in your store are your responsibility until claimed. Lost Children All efforts to locate lost children are coordinated by Security. If the parent of a lost child is in your store, please refer them to the Security Office immediately. The Shopping Line 703.359.8300 The Shopping Line is an automated phone line that allows customers to be directly connected to the store of their choice. Stores are listed by category, which is helpful if the customer does not know the name of the store they want to call. Also available on the Shopping Line are employment opportunities, events and mall hours.. Wheelchairs Wheelchairs are provided free of charge to customers and are available at the Security Office on a first- come, first-served basis. Shoppers must leave a government issued ID when using complimentary wheelchairs. 10 Operating Procedures 11 FAIR OAKS HOURS For the convenience of our customers, Fair Oaks has established the following mandatory hours: Monday – Saturday 10:00 a.m. to 9:30 p.m. Sunday 11:00 a.m. to 6:00 p.m. Special holiday hours will be established by Center Management and may vary from normal operational hours. Complying with this requirement means that during center hours: • The store will remain fully open. • All lighting, including store sign, will be fully illuminated. • The