Welcome to Almeda Mall! It is truly a pleasure to have you as a part of the Almeda Mall collection of retailers. We hope that this Retailer Handbook will provide you with the information you need concerning the operation and marketing of the Mall. If you have any questions after reading this manual, please feel free to stop by the Mall office to meet with me or any member of my team. We wish you much success. Sincerely, ALMEDA MALL GLIMCHER PROPERTIES LIMITED PARTNERSHIP Terry J. Felton General Manager
Welcome to Almeda Mall! As the mall s Management Team, our mission is to provide shoppers and retailers with the highest level of cleanliness, security, and friendliness. Our goal is to provide shoppers and retailers with a memorable experience so that they have no reason to shop or do business anywhere else. Mall Management Team General Manager Terry J. Felton Marketing Marketing Manager Julie Castillo Maintenance Operations Services Manager Lewis Holland Assistant Maintenance Supervisor Jessie Craig Specialty Leasing Specialty Leasing Manager Bill Russell Security Director of Public Safety Darrell Patton Administrative Staff Mall Secretary Sandra Kneisler Receptionist Deborah Navarro
Location: The Mall Management Office is located in the Foleys wing near the Public Restrooms. Telephone: 713-944-1011 - Office Customer Line: 713-944-1010 Fax: 713-944-5948 Mailing Address: Almeda Mall Management Office Physical Address 555 Almeda Mall 12200 Gulf Freeway Houston, Texas 77075 Houston, Texas 77075 Office Hours: Monday-Friday 8:30 a.m. to 5:30 p.m. Saturday and Sunday The Manager On Duty may be reached at 713-944-1028. The Manager On Duty is frequently called away from the office and is easily contacted through the Security Department on weekends at 713-944-0840. Or, Customer Service at 713-910-6332. Rent Payments Rent Payments are due by the 1st of each month. Rent Payments should be mailed to: SAN MALL, LLC ALMEDA MALL P. O. BOX 297443 HOUSTON, TEXAS 77029-0443
IMPORTANT TELEPHONE NUMBERS Mall Office 713-944-1011 Mall Office Fax 713-944-5498 Security Control Room 713-944-0840 Houston Police Department 713-222-3131 For emergencies, dial 911 Houston Fire Department 713-222-3434 For emergencies, dial 911 Harris County Health Department 713-439-6270 City of Houston Health Department 713-794-9320 Houston Light & Power 713-228-7400 Southwestern Bell 1-800-499-7928 Windmill Lakes Post Office 713-947-6618
GENERAL INFORMATION Conduct of Business Individual stores shall conduct their businesses at all times in a high-class and reputable manner, maintaining at all times a full staff of employees and a full and complete stock of merchandise. Hours of Business Mall management has established the normal hours of the mall to be: Monday through Saturday. 10 a.m. to 9 p.m. Sunday. Noon to 6 p.m. All tenant stores are required to remain open the full extent of these hours, without exception. Holiday Hours Almeda Mall is closed the following holidays: Easter Sunday Thanksgiving Day Christmas Day The Almeda Mall Management Office will announce any changes in normal hours by memo in advance of nationally observed holidays. Unless a memo stating a change is received, regular mall hours will remain in effect. Display Windows Display of merchandise shall be well-lighted during all mall business hours and at least one half (1/2) hour thereafter, and during such non-business hours as the mall is open to the public. The mall will be open to the public from 10am to 9pm Monday through Saturday, and from Noon to 6pm on Sunday. Doors open at 5:30am on weekdays and at 8:00am on Sundays for mallwalkers. Lease Line All merchandise activities are to be restricted to the tenant side of the lease line. This includes the positioning of signs, sale racks, stanchions, tables and volume of music. Objectionable noises or odors in the leased premises shall not be allowed. Tenant shall not use the areas adjacent to the leased premises for business purposes. In no event shall tenants, agents, or employees use the common areas for display of merchandise. Nor shall they solicit business in the parking lot or other common areas e.g., distribution of any hand bills or other advertising materials. Vending Tenant shall not permit the operation of any vending machines or pay telephones on the leased premises.
Operations/Maintenance Continued Customer Service Center The Customer Service Center is located in the mall office. The Customer Service Center offers a wide variety of services for our shoppers such as information on store locations and the services/merchandise they provide, answering incoming phone calls to the mall, contacting Security for any related situations, and lost and found. Following is a brief description of additional services provided by Customer Service. Mall Gift Cards Almeda Mall offers gift cards that can be redeemed in any of its 72 stores, services and eateries. Best of all, mall gift cards never expire making them the ultimate gift solution for those hard-tobuy-for friends and relatives on your giving list. Gift cards can be purchased in any denomination (minimum of $15 and a $1.50 fee has now be included). They come ready for gift giving and can be paid for by cash Visa or MasterCard. When redeemed in your store, these cards can be treated like a credit transaction. Strollers/Wheelchairs Complimentary strollers and wheelchairs are available at the Mall Office. Infant strollers and toddler/infant combo strollers are available. National Fire Protection Act Please be advised that each store must keep an 24 inches clearance from all sprinkler heads. This is in accordance with the National Fire Protection Act and the Houston Fire Department. Pest Control/Grease Traps For your convenience, we have contacted several companies that can take care of pest control and grease trap requirements. Please keep in mind, these services must be performed in accordance with your lease. The Maintenance Department will conduct monthly inspections and will require you to provide proof of compliance. Both pest control and grease trap cleaning should be performed on a monthly basis (see memo attached). For pest control call: For pest control call A-1 at 281-701-8577. For grease traps contact GROCE Company at 713-941-2525. Maintenance Checks Store managers will be notified of unacceptable maintenance conditions. If not corrected within a reasonable length of time the mall will take action to correct the conditions and the individual stores can be billed accordingly. Fire Extinguishers All store are required to have an appropriate fire extinguisher(s) in good working order at all times as required by the local fire codes.
Operations/Maintenance Continued Roof Leaks Should you have a roof leak, please report it IMMEDIATELY to the mall office. Our maintenance personnel will inspect it to determine the cause of the leak. If it is the mall s responsibility, the roof area will be repaired by the mall. No contractor will be sent to the roof area without checking in with the mall management office. General Maintenance Store premises (including the service areas adjacent to the premises, show windows, etc.) shall be kept orderly, neat, safe, clean and free from rubbish and dirt at all times. Trash Procedures Each store is responsible for their own trash removal. There are three (3) compactors on the property for merchant use. Trash fees are paid directly to the trash contractor. Trash articles of any type are not permitted in service hallways at any time day or night. This is a fire hazard and violates fire code. Roof Access All service representatives needing roof access must first check in at the mall management office during business hours, Monday through Friday, 8:30 a.m. 5:30 p.m. The service technician must sign the roof access log and leave some form of identification, either a driver s license or ID tag with the mall secretary. A pass will then be issued. Mall security or maintenance will then be paged to open the appropriate roof hatch. Upon return to the mall management office, mall security or maintenance will be paged to the roof top to check the area where the service technician has visited the damage or debris. Once the area has been inspected, the technician will sign out and return the roof access pass. The mall secretary will photocopy the service report to be placed in your store s preventative maintenance file. The mall secretary will then return the identification to the service technician. Smoking Policy For the comfort and safety of shoppers and retailers, Almeda Mall is a smoke free environment. Ash trays are located near mall entrances.
Operations/Maintenance Continued Changes in Store Management Please notify the mall office immediately if your store has any changes in management personnel. The office keeps a confidential record of manager s and assistant manager s telephone numbers for emergency purposes. Signage Store Management will not place or cause to be placed on any exterior door, wall or window any advertising matter or other things of any kind or any hanging of signs within five feet of any such window or door without mall management s prior written consent. Please refer to your lease Section 9:04 for verification. All signs located in the interior of any store shall be in good taste so as not to detract from the general appearance or reputation of the store and shopping center. Signs TAPED to the front windows, store fronts or columns adjacent to concourses are NOT permitted. All hand lettered or otherwise unprofessional signage will be removed by mall management. All signage should be professionally lettered and maintained in good condition and repaired at all times. The following type of signs are prohibited: Illumination 1. Paper signs and/or stickers utilized as signs 2. Signs of temporary character or purpose 3. Outrigger signs 4. Moving or pylon signs 5. Vinyl banners (with or without grommets) No flashing, moving, flickering and/or blinking illuminations, animation, moving lights shall be allowed. Black lights, strobe, flashing or spinner chase type lighting is prohibited. Food Court Trays Food Court trays are provided both for your convenience and that of our shoppers. Please return all trays to the Food Court area after each use. Remodeling/Construction Prior to remodeling or beginning any form of construction in your store you must first contact the mall office. Please do not proceed without approval from mall management. Refer to Section 9:03 of your lease for further details and information. If you have any questions, please feel free to contact the Operations Services Manager. Soliciting, Demonstrating, Etc. It is the policy of Almeda Mall that no one, including mall merchants, shall sell any item, collect money, pass out information or literature or solicit in the public areas without first contacting the mall office for permission. For more information, please refer to your lease Section 16:02. This policy is on file in the mall office should you wish to review it.
Operations/Maintenance Continued Deliveries All store deliveries must be received through the service entry doors where applicable. Both doors should be propped open and then closed immediately when the delivery is finished. This will prevent damage to the doors and loss of heat/air from the climate controlled service area. Safety and Prevention If you notice a spill (wet or dry) outside of your store in the common area, please call the Mall Office at 713-944-1011. A maintenance employee will respond promptly to clean up the area. Heating and Air Conditioning If you have a problem regarding the heating and air conditioning within your store, our maintenance department will be happy to discuss the problem. Keep in mind that any repair person for heating and air conditioning repair will likely need roof access. Anyone requiring roof access must first sign in at the Mall Management Office and present the work order which shows the type of repair to be made or the type of preventative maintenance to be performed Maintenance Department Almeda Mall Maintenance Department will gladly advise you in regard to any unusual maintenance condition that may occur in your store. Please call the mall office. If your store requires a plumber or electrician, you must contact these people directly. Mall maintenance personnel report directly to the mall management team. Please do not request assistance from the maintenance staff for such items as changing light bulbs, cleaning windows, etc. Closing Due To Elements The decision for the closing of the mall due to inclement weather conditions will be made by the General Manager of the mall. When the decision to close has been made, you will be notified; otherwise, tenant stores have a lease obligation to remain open.
Operations/Maintenance Continued Tenant Inspection Guidelines Clean, attractive and professionally displayed stores are of critical importance to the mall s image and the overall success of the mall. Periodic inspections of tenant stores will be conducted by mall management to ensure that the highest standards of retail management are being maintained. Your cooperation in the following areas will assure you of a favorable report: 1. Signs - Professionally printed and properly lighted 2. Lighting - Interior, exterior and exit lights should be in proper working order. 3. Furniture/Fixtures/Flooring/Carpet - All should be clean and in good condition. 4. Fire Regulations - Stores should ensure that all fire requirements are being satisfied as they relate to properly inspected and charged fire extinguishers, exit lights, sprinkler head clearances, electrical cord overloads and back rooms free of debris. Generally speaking, tenants should comply with and observe all rules and regulations established by mall management as from time to time they become necessary to maintain the quiet enjoyment of any other occupant or tenant of the mall.
Marketing The mission of Almeda Mall Marketing Department is to increase sales and traffic for all retailers in the mall. There are many varied ways you can take advantage of the services offered by The Marketing Department. Following is a list of some of the opportunities available to retailers: In-Store Sales/Promotions Have a question about how to promote an in-store promotion or sale? Contact the Marketing Department at 713-944-1011 to schedule a brainstorming session. We are available to consult with you about unique ideas to help increase sales and traffic in your store. The Red Folder Program Each week on Tuesday, a Red Folder is distributed to each store. Reading this information and attending retailer meetings is the best way to keep up-to-date on the many activities happening in Marketing. And, remember, folders are collected each week. Communication is a two-way street. Your comments on the Retailer Feedback Sheet are invaluable in planning Marketing events and activities.
Security The Safety of shoppers and retailers is vitally important to Almeda Mall. It is the responsibility of our security officers to identify hazardous situations which may cause injury to shoppers, employees or the property itself. Individual store security is the responsibility of the retailer and his/her employees. Almeda Mall security personnel can render support and advice, but only upon request by the store s management. Almeda Mall is patrolled 24 hours a day. Disturbances or other security related problems seen by you or your staff should be reported by calling the Central Security Control 713-944-0840. A security officer will be dispatched immediately. Customer or employee emergencies can usually be handled by calling security. However, in the case of extreme emergencies, you should first call the Houston Police Department at 911, and then call mall security. Lost Children Almeda Mall security will assist in the event of a lost child or person. If a lost child or person is reported, please call the Central Security Control at 713-944-0840. Please have a physical description, age, sex and name of person missing. The information will be dispatched to all security officers immediately. Lost and Found All lost and found items discovered in your store should be kept in your store. If you or your staff find an item in the common area, please turn this item in at the Customer Service Center. If you or your staff are approached regarding a lost item, please call the Customer Service Center at 713-944-1011 with a description of the item. A log is kept at the Customer Service Center regarding all lost and found items, and the hostess will be happy to check if any item has been turned in. Items are held for 60 days at the mall and then turned over to local charities. Use of the Duress Code Almeda Mall has a duress code. This code is to be used in the event you or your staff cannot request mall security freely, due to the fact that this would alert the individual that you need help. You and your staff should call Central Security Control Center at 713-944-8040 and identify your store by name and request more shopping bags. Again, calling and requesting more shopping bags is the duress code. A security officer will be dispatched to your store immediately. After Hours Permits To maintain a safe mall and the safety of your employees, Almeda Mall has an after hours procedure. This procedure controls who is in the mall after mall business hours. Stores are required to obtain an after hours permit if they need to come into the mall earlier than two hours before the mall opens for business or will remain later than two hours after the mall closes. To obtain an after hours permit you must give at least a 24 hour prior notice. The after hours permits may be obtained at the mall office. The mall office hours are 8:30 a.m. 5:30 p.m. As with any procedure there are always exceptions to the rules. For emergency situations you may obtain an after hours permit from the on-duty manager if the mall office is closed.
Security Continued Medical Emergency If a medical emergency should occur within your store, please call 911 first and then call the Central Security Control Center at 713-944-0840. A security officer will be dispatched to your store to offer assistance. If the situation does not require 911 services but does require some type of assistance, please call the Customer Service Center for security back-up or assistance. Extended Power Outage In the event of an extended power outage, the mall management or mall security will contact store managers to have them close and secure all interior doors leading to the mall s common area until power is restored. Shoplifters If you suspect a shoplifting incident has occurred, contact the Central Security Control Center at 713-944-0840 immediately with a description of the person(s). A security officer will be dispatched immediately. It is each store s individual responsibility to stop an alleged shoplifter, to detain the subject and to press charges. Almeda Mall security officers will stand by to protect store personnel and shoppers until Houston Police arrive to transport the subject to headquarters. Please keep in mind it is extremely important for your staff to understand that in order for them to detain a person for shoplifting, they must personally observe the crime and be 100% positive that the person being detained committed the crime. If you or your staff suspects someone of shoplifting, passing bad checks or using stolen credit cards, Almeda Mall has a Telephone Warning Network. Call the Security Department at 713-944- 0840. Telephone Warning Network or MALLFONE Almeda Mall has developed the Telephone Warning Network System to alert all stores in our mall of individuals that are suspected of being shoplifters, bad check artists, etc. found operating in the mall. This Telephone Warning Network System will only work if every store gets involved and passes the information on as they receive it. Your cooperation is essential for the system to be successful. Quarterly updates on this program will be forwarded to each store.
Security Continued Bomb Threats If your store should receive a bomb threat, remain calm and don t panic. Try to obtain as much information as possible and take notes immediately. Try to determine the caller s age, sex, tone of voice, accent, language used and mental state. Call the Houston Police Department at 911 and then call for mall security. Again, do not panic and do not let customers know what is happening. False alarms can hurt people if they panic! Houston Police Department and Mall Management will make the decision on whether to evacuate or not. Severe Weather In the event of severe weather, i.e., tornado sighted in the area, the management and security personnel will notify the tenants and customers and will show the customers where to go for shelter. A map will be issued to all stores regarding shelter. Please post this map and discuss it with your employees as to the closest shelter location to your store. Designated Employee Parking Areas It is vitally important that the parking spaces in closest proximity to the mall be reserved for customers. Convenience for our shoppers should be our top priority. For this reason, we have designated parking for employees. The only authorized parking will be on the outer loop of the parking lot ten (10) spaces in from the outer loop. It is each store manager s responsibility to familiarize their employees with the designated parking areas and to enforce this policy. Likewise, it is also the responsibility of each store manager to supply the mall office with license plate numbers of employee s cars (per Section 8:03 of your lease). Employee s vehicles not parked in accordance to this policy will require the mall to take the following action: First offense, Merchant Violation Notice; second offense, Merchant Manager Notification; third offense Regional Office Notification. Other Security Emergencies In the case of a robbery, call the police and then call for mall security. Let the police and security know if the subject is armed so they know how to proceed. Give the robber(s) what they want; remember material items are replaceable but life is not. Write down what you can remember about the robber(s) before you talk to other employees and while it is fresh in your mind. Do not touch anything! There may be fingerprints. Breaking and Entering For breaking and entering, call police and then call for mall security. Again, do not touch anything. If you discover the door open, do not enter by yourself, as subjects may still be inside. Wait until police arrive. If you see a suspicious person, please call for mall security. The mere presence of a security officer may deter the person from hanging around or loitering.