Tenant Manual Table of C ontents WELCOME.....................................………………………………………………..…………..........…..................................3 CROSSIRON MILLS MANAGEMENT TEAM……………………………………………………….….....................…4 GENERAL INFORMATION.........……….........................…………………………………………………….….....5, 9, 10 ABOUT CROSSIRON MILLS & DIRECTIONS…...….……………………………………….……….................…...6 GUEST SERVICES CENTRE……..…….…………………………………………………….…………..….............................7 AREA INFORMATION………………………………...........……………………………….…………................................…8 MALL POLICIES..................................………………………………………………...............................…11,12,13,14,15 EMPLOYEE SHUTTLE SERVICE…………………………………………………….…………….…........................…......16 GENERAL OPERATIONS ……………………………………………………………….................................17, 18, 19, 20 REPORTING PROCESS/SECURITY......................................................................................................21 EMERGENCY PROCEDURES/SECURITY…………………………………………..…............22,23,24,25,26,27 MARKETING…………………………………………………………...........................................................................28,29 CROSSIRON MILLS GIFT CARD...........................................................................................................30 GIFT CARD PROCESSING......................................................................................................................31 SPECIALTY LEASING OPPORTUITIES…………………………………….........................................................32 ADVERTISING AND PROMOTIONAL OPPORTUNITIES………………………..............................33, 34 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 3 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 TERESA SPENCER KRISTI BARNES DEBORAH SMITH AMANDA BUTTERWORTH Specialty Leasing Specialty Leasing Accounts Administrator Administrative Assistant, Manager Coordinator (403) 984-6813 Marketing (403) 984-6815 (403) 984-6817 deborah.smith@ (403) 984-6805 teresa.spencer@ kristi.barnes@ ivanhoecambridge.com amanda.butterworth@ ivanhoecambridge.com ivanhoecambridbe.com ivanhoecambridge.com NEHA KHARE KATE DAVIES DEBBIE MUMBY COLTAN FAGAN Marketing Director Administrative Assistant, Administrative Assistant/ Tourism Manager (403) 984-6801 Operations Receptionist (403) 984-6803 neha.khare@ (403) 984-6812 (403) 984-6809 coltan.fagan@ ivanhoecambridge.com kate.davies@ deborah.mumby@ ivanhoecambridge.com ivanhoecambridge.com ivanhoecambridge.com JORDAN THOMAS ANDREW WOOLNOUGH LOIDA VALINO Administrative Assistant, Guest Services Supervisor Guest Services Representative Accounting (403) 984-6816 (403) 984-6800 (403) 984-6814 andrew.woolnough@ ckiosk@ Jordan.thomas@ ivanhoecambridge.com ivanhoecambridge.com ivanhoecambridge.com 4 General I nformation If you require immediate assistance before or after hours, please contact Concord Security. They are available 24 hours a day for your assistance. Security Office: (403) 984-6828 CROSSIRON MILLS MALL HOURS Monday to Saturday 10:00 am - 9:00 pm Sunday 11:00 am - 6:00 pm 2016 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 and does not include Christmas hours. Family Day (February 15) Civic Holiday (August 1) Good Friday (March 25) Labour Day (September 5) Victoria Day (May 23) Thanksgiving Day (October 10) Canada Day (July 1) Remembrance Day (November 11) ADMINISTRATION OFFICE HOURS Monday to Friday 9:00 am - 5:00 pm Contact our office at (403) 984-6809 HOW CAN WE HELP YOU? The CrossIron Mills Administration Office is located by the corridor across from Le Chateau. This service is available between the hours of 9 am and 5 pm, Monday to Friday. PHOTOCOPYING & FAXING SERVICE The CrossIron Mills Guest Services kiosk offers photocopy and fax services to our tenants for a nominal fee. MALL OWNERSHIP CrossIron Mills is owned and managed by Ivanhoé Cambridge Inc. Ivanhoé Cambridge, a global real estate industry leader, invests in high-quality properties and companies in select cities around the world. It does so prudently with a long-term view to optimize risk-adjusted returns. Founded in Quebec in 1953, Ivanhoé Cambridge has built a vertically integrated business across Canada. Internationally, the Company invests alongside key partners that are leaders in their respective markets. Through subsidiaries and partnerships, Ivanhoé Cambridge holds interests in close to 500 properties, consisting primarily in office, retail, residential and logistics real estate. Ivanhoé Cambridge held more than Cdn$55 billion in assets as at June 30, 2016. The Company is 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. 5 About CrossIron Mills & Directions ADDRESS 261055 CrossIron Blvd. Rocky View, AB T4A 0G3 LOcatiON Just 20 minutes north of downtown Calgary 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 Blvd. make a right at the lights and head south on CrossIron Blvd. Destination will be on right. CROSSIRON DRIVE EXIT Take Deerfoot Trail/Highway 2 north to the CrossIron Drive exit then turn left on CrossIron Blvd. Destination will be on left. STONEY TRAIL Take Stoney Trail to Deerfoot Trail/Highway 2 north. You will have the choice of taking the CrossIron Drive exit or the Highway 566 exit. If you take the CrossIron Drive exit, turn left on CrossIron Blvd and destination will be on left. If you take the Highway 566 exit, take 566 east to CrossIron Blvd. and *Now Open* head south. Destination will be on right. 6 Guest Services Centre . (403) 984-6800 INFORmatiON SERVICE LOST AND FOUND Guest Services Representatives provide information Tenants are responsible for offering a Lost & about CrossIron Mills and the surrounding area Found services within their store. For items lost as well as details about stores, including special in the common area, please bring them to the offerings and promotions. Guest Services Centre. Lost & found items are then turned into CrossIron Mills Security for MULTI-STORE GIFT CARD SALES logging. Multi-Store gift cards can be purchased and used accross 21 Ivanhoe Cambridge properties. It is Owners of items bearing identification the one stop solution for “difficult to buy for” will be contacted, i.e., phone numbers or individuals. Guest Services Representatives are also addresses. In the event an item is not claimed, available to assist with processing issues and balance disposal or donation of these items will occur inquiries. after 30 days either to a registered charity or to the finder. TOURISM ATTRactiON BROCHURES & INFORmatiON B TABY BOT LE/FOOD WARMING StatiON CrossIron Mills is an accredited visitor information The Food Hall has two provider. A variety of tourism related material can microwaves available for use. be found at the Guest Services Centre. Guest Services Representatives assist out of town CROSSIRON MILLS EMPLOYEE visitors by offering information about local and city DISCOUNT PROGRAM attractions, activities and accommodations. An employee membership card and a list of store offerings may be obtained at the Mall COMPLIMENtaRY MOTORIZED SCOOTERS Administration Office or the Guest Services Motorized scooters are available for use for mall Kiosk. Please bring a piece of government patrons at the Guest Services Centre. Scooters are issued photo ID