Tenant Operations 2015 Handbook -...
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1/1/2015 Tenant Operations Handbook 2015
Transcript of Tenant Operations 2015 Handbook -...
1/1/2015
Tenant Operations Handbook
2015
Welcome to La Palmera!
The following pages should be used as a guide to assist you with issues that may come up from time to time. This Tenant Operations Handbook has been developed to ensure that your staff has a reference source for the operating policies and procedures here at La Palmera. While the most common issues are addressed in the handbook, it is not all-inclusive. If after reading this information you have any questions or concerns, please do not hesitate to call (361) 991-3755. The La Palmera Management Office is open Monday through Friday from 8:00 a.m. to 5:00 p.m. We are here to assist you in any way we can. Our objective is to help create the very best environment for all of our customers. We ask for your support and seek your help in achieving this objective so please feel free to contribute your comments and suggestions. Sincerely, La Palmera Management Team
TABLE OF CONTENTS INTRODUCTION TO TRADEMARK……………………………………………………………………………. 1
LA PALMERA MANAGEMENT OFFICE INFORMATION………………………………………………. 2
AFTER HOURS EMERGENCIES…………………………………………………………………………………. 3
SHOPPING HOURS…………………………………………………………………………………………………. 3
SHOPPING HOURS ARE…………………………………………………………………………………………… 3
HOLIDAY OPERATING HOURS ………………………………………………………………………………… 3
TENANT RESPONSIBILITY………………………………………………………………………………………… 4
PAYMENT OF RENT………………………………………………………………………………………………… 4
CERTIFICATE OF INSURANCE…………………………………………………………………………………… 4
REPORTING SALES FIGURES……………………………………………………………………………………. 5
LOCAL SALES TAX…………………………………………………………………………………………………… 5
PUBLIC RESTROOMS………………………………………………………………………………………………. 5
ATM…………………………………………………………………………………........................................ 6
CONCIERGE……………………………………………………………………………………………………………. 6
GIFT CARDS……………………………………………………………………………………………………………. 6
LOST AND FOUND…………………………………………………………………………………………………..
DIRECTORIES………………………………………………………………………………………………………….
7
7
COMMUNITY ROOM……………………………………………………………………………………………….
WEBSITE…………………………………………………………………………………………………………………
7
7
CO-OP ADVERTISING AND PROMOTIONS……………………………………………………………….. 8
CUSTOMER COMMENTS………………………………………………………….................................. 8
FUND RAISING………………………………………………………………………………………………………. 8
MEDIA CONTACT……………………………………………………………………………………………………. 8
TRASH……………………………………………………………………………………………………………………. 9
DUMPSTERS OR COMPACTORS………………………………………………………………………………. 9
RECYCLE…………………………………………………………………………………………………………………. 9
TRASH IN COMMON AREAS……………………………………………………………………………………. 9
DELIVERIES…………………………………………………………………………………………………………….. 10
HOURS………………………………………………………………………………………………………………….. 10
POST OFFICE………………………………………………………………………………………………………….. 11
KEYS………………………………………………………………………………………………………………………. 11
HEATING, VENTILATION, AND AIR CONDITIONING SYSTEM ……………………………………. 11
ROOF ACCESS…………………………………………………………………………………………………………. 12
ROOF LEAKS…………………………………………………………………………………………………………… 12
PLUMBING…………………………………………………………………………………………………………….. 12
PARKING………………………………………………………………………………………………………………… 12
LOW EMISSION PARKING………………………………………………………………………………………… 13
MAINTENANCE………………………………………………………………………………………………………. 13
TENANT WEBSITE…………………………………………………………………………………………………… 14
HOUSEKEEPING……………………………………………………………………………………………………… 14
PEST CONTROL……………………………………………………………………..................................... 14
SIDEWALK AND STREETS………………………………………………………………………………………… 15
COMMON AREA SIGNS & DISPLAYS………………………………………………………………………… 15
SALES USE…………………………………………………………………………....................................... 15
PETITIONS AND POLITICAL ACTIVITY………………………………………………………………………. 15
SIGNAGE………………………………………………………………………………………………………………… 15
SMOKING……………………………………………………………………………..................................... 15
CONSTRUCTION……………………………………………………………………………………………………… 16
PUBLIC SAFETY………………………………………………………………………………………………………. 16
SHOPLIFTING………………………………………………………………………....................................... 16
STORE SIGNAGE……………………………………………………………………………………………………… 16
MARKETING DEPARTMENT…………………………………………………………………………………….. 16
TENANT CONSTRUCTION………………………………………………………………………………………… 16
LA PALMERA FIRE INSPECTIONS………………………………………………………………………………. 17
TENANT IDENTIFICATION……………………………………………………………………………………………. 18
EMERGENCIES…………………………………………………………………………………………………………. 18
OPERATIONAL RULES & REGULATIONS…………………………………………………………………….. 19
CODE OF CONDUCT…………………………………………………………………………………………………. 21
17@7........................................................................................................................... 23
OPERATIONS MAP…………………………………………………………………………………………………. 24
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INTRODUCTION TO TRADEMARK
FORT WORTH, Texas – Fort Worth-based Trademark Property Company is one of the most active developers in Texas and one of the premier developers in the country. Since founding in 1991, the company has developed, redeveloped or acquired more than seven million square feet of retail and mixed-use development worth over $1.1 billion. Purpose Statement To be extraordinary stewards, enhance communities and enrich lives. Guiding Principles: At Trademark, guiding principles are more than a mission statement hung on the wall; it's what drives us. We have a great interest in our tenants and customers and have developed guiding principles focusing on achieving the tenants’ growth and success along with maintaining satisfied customers. We're passionate about building great places that enhance their communities and culture. And we're passionate about being great partners to retailers, communities and investors. Any tenant or customer who would like to learn more about what these guiding principles mean, please feel free to speak to our General Manager directly with your inquiries or comments.
BUILD PARTNERSHIP: Think long‐term and cultivate relationships. Demonstrate commitment, embody integrity, and act with respect. Succeed together.
HAVE VISION: Be aware, lead through thought, and thrive through innovation. Actively anticipate the future and take part in shaping it. See beyond.
ENGAGE PEOPLE: Attract top talent and develop and retain an exceptional team. Challenge and support one another while growing personally and professionally. Unlock potential.
MAKE A DIFFERENCE: Honor our connection to communities and the environment. Recognize our blessings and generously share resources with others. Proceed with purpose.
CREATE VALUE: Outthink, outwork and outperform, leading to success and profitability for all stakeholders. Be passionate and insist on high standards in everything we do. Take it personally.
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LA PALMERA MANAGEMENT OFFICE INFORMATION
NAME POSITION EMAIL
Fred Walters Vice President - General Manager
Amanda Sanchez Assistant General Manager [email protected]
Gena Hedrick Operations Coordinator [email protected]
Kristina Avila Project Coordinator/ Concierge Supervisor
Danielle Redden Marketing Coordinator [email protected]
Davida Bates Specialty Leasing [email protected]
Pauletta Snyder Controller [email protected]
Laura Wilson Accounting Associate [email protected]
Bill Dietz Facilities Manager [email protected]
Jeff Barnard Security Director [email protected]
Andy Ortega Assistant Security Director [email protected]
Mailing Address: La Palmera Management Office, Suite 2000
5488 S. Padre Island Drive Corpus Christi, TX 78411
Telephone Number: (361) 991-3755 Security (non – emergency): (361) 986-7922 Security (emergency): (361) 991-4709 Fax Number: (361) 993-5631
Business Office Hours: Monday through Friday 8:00 a.m. – 5:00 p.m.
LA PALMERA CONCIERGE INFORMATION
NAME POSITION EMAIL
Helen Placke Concierge [email protected]
Rebecca Kaplan Concierge [email protected]
Miriam Fuentes Concierge [email protected]
Krystal Estrada Concierge [email protected]
Telephone Number: (361) 991-5718 Fax Number: (361) 992-0162
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Concierge Hours: Monday – Saturday 10:00 a.m. – 9:00 p.m. Sunday 11:00 a.m. – 7:00 p.m.
AFTER HOURS EMERGENCIES Dial the 24-hour Security number - (361) 991-4709 Note: When calling the security line please state your name, store name and briefly describe the reason for your call.
SHOPPING HOURS It is essential for the success of La Palmera that we try to maintain uniform shopping
hours. Customers expect to find their favorite stores open in the evening and on weekends. We therefore expect all stores/restaurants to maintain these minimum hours unless a specific modification is included in your lease.
SHOPPING HOURS ARE: Monday – Saturday: 10:00 a.m. – 9:00 p.m. Sunday: 11:00 a.m. – 7:00 p.m. Restaurants and other entertainment venues may stay open for business later than these
hours. Remember that the hours listed above are the minimum hours, but you may always choose to open earlier or close later than these hours to capture additional business. If you choose to extend your hours, please call the management office.
During the Christmas season and certain holiday periods, extended shopping hours may be established. These extended hours will be determined in advance and each store/restaurant will be informed.
HOLIDAY OPERATING HOURS
La Palmera, like most retail shopping centers, will be closed on these three major holidays: Easter, Thanksgiving, & Christmas. Holiday hours for November and December will be handed out at the beginning of November.
RESTAURANT HOURS
Chili’s Monday – Thursday: 11:00 a.m. – 11:00 p.m. Friday – Saturday: 11:00 a.m. – 12:00 midnight Sunday: 11:00 a.m. – 10:30 p.m.
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Grimaldi’s Pizzeria Sunday – Saturday: 11:00 a.m. – 11:00 p.m.
LongHorn Steakhouse Sunday – Thursday: 11:00 a.m. – 10:00 p.m. Friday & Saturday: 11:00 a.m. – 11:00 p.m. P.F. Chang’s
Sunday – Thursday: 11:00 a.m. – 10:00 p.m. Friday & Saturday: 11:00 a.m. – 11:00 p.m.
TENANT RESPONSIBILITY
All of the tenants here at La Palmera are bound by the same operating policies and procedures. Many of your day-to-day business activities will affect your fellow merchants and business owners, as well as, the identity and reputation of La Palmera. Please be aware that all of us are partners in the operation of this unique shopping center. As a partner, we hope that we can count on your support and your cooperation with all the rules and regulations that are necessary to help make La Palmera an inviting and enjoyable place to shop, visit, and work. Please ensure that your new hire orientation includes a review of this manual, with specific emphasis on the policies that address employee parking, vendor deliveries and store signage. These three issues are the most common enforcement concerns that require the attention of our Management Office staff.
PAYMENT OF RENT
The minimum guaranteed rental, plus tenant’s monthly payments for common area maintenance, taxes, insurance, utilities and promotional/marketing fund are due and payable on or before the 1st day of each calendar month during the lease term. Rent payments received after the 10th of each month are considered late. A late charge may be assessed for rent paid after the 10th. Rent payments shall be made payable to and mailed to our lockbox at the following address:
Corpus Christi Retail Venture, LP PO BOX 843945 Dallas, TX 75284-3945
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CERTIFICATE OF INSURANCE
The following must be listed as additional insured on your certificate of insurance. For more information on insurance requirements, including coverage amounts, please call Laura Wilson at 361-986-7906. CERTIFICATE HOLDER CORPUS CHRISTI RETAIL VENTURE LP 5488 South Padre Island Drive Corpus Christi, TX 78411 ADDITITIONAL INSUREDS California Public Employee Retirement System (CalPERS) Corpus Christi Retail Venture, LP IMI South Texas, LLC Miller Capital Advisory, Inc TIAA-CREF TP Genpar, LLC Trademark Padre, LP Trademark Property
REPORTING SALES FIGURES
As a condition of most leases, tenants may be required to submit sales figures on a monthly or annual basis. Monthly sales figures are due to the Management Office by the 15th of the month following the close of the previous month or sooner as stated in your lease. For example, sales for the month of May are to be reported no later than June 15th. Tenants may email or fax their sales figures to the La Palmera Management Office via [email protected] or fax # (361) 993-5631. Any tenant who fails to report sales as required by the lease will be assessed a late fee of $25 per day. Failure to follow the terms of the lease can trigger a lease default.
LOCAL SALES TAX
It is the responsibility of each tenant to make sure you are aware of any changes to the local tax rates.
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PUBLIC RESTROOMS
La Palmera has three (3) sets of public restrooms they are located in the
Upper Level near Great American Cookies at E8 (family restrooms)
Main Level inside of Food Court at E1 (family restrooms)
Near Payless Shoes at E6 ATM There are 2 ATM Machines; one is located under the escalators near Lady Footlocker
and the other one is located by the restrooms in the Food Court. CONCIERGE
La Palmera has Concierge located in West Court (near Forever XXI and Vans). Concierge operates during all Mall hours. Concierge Staff is there to assist the customers and the tenants of La Palmera. Services available are:
Stroller Rental
Reusable La Palmera tote bags available for $3
Store Coupons and info
Mail drop and stamps
Maps and directions
Local cultural information
Wheelchairs (free with refundable deposit)
Fax Service
Copy Service
Information
Gift Card Sales
The representatives at Concierge can also assist in promoting your store and events. Customers are always inquiring about promotions and specific merchandise and gift ideas. If your store is having a special sale or promotion, it is advisable to inform the representative so they can inform customers through their daily communication. We encourage you to use Concierge as a promotional tool for your store. Materials such as flyers, brochures and/or coupons can be placed on the service counter for customers to receive. The Concierge phone number is (361) 991-5718 and the email address is [email protected]. If you need any assistance or have any questions, give Concierge a call.
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GIFT CARDS
Gift cards have become the perfect gift giving idea for many special occasions. La Palmera Gift Cards can be purchased in any denomination between $10 and $500. These gift cards are specific to La Palmera as they can only be redeemed here on-site at many of our store/restaurant locations. Gift cards should be processed in the same manner as a credit card sale. Gift cards may be purchased at Concierge.
Once your store has been added to the list of retail locations that can accept a La Palmera gift card, a representative from Concierge will train you and give you reference guides for the gift card program. This information will be helpful in understanding how the gift card program works and how to answer customer questions when the need arises. The gift card program is another service offered by the mall as a convenience to our shoppers to enhance Mall sales.
LOST AND FOUND
Numerous items are lost daily in the Mall, particularly during the winter months. Any item found in your store or turned into your store should be brought to Concierge located in West Court (on the main level near Forever XXI).
DIRECTORIES La Palmera will periodically distribute to all merchants an updated directory of La Palmera businesses and their location with telephone numbers. The directories are for your use and distribution to the general public.
WEBSITE La Palmera has a website www.lapalmera.com which features information about the
property and all of our events and activities. Any store/restaurant interested in being listed on the website should contact the La Palmera Management Office.
COMMUNITY ROOM
The community room is designated as a meeting place. La Palmera tenants receive discounted rates to rent this room. To schedule the community room, you must fill out the appropriate paperwork which can be obtained the Mall Management Office or online at www.lptenants.com. A two weeks’ notice is required for all requests. All requests are subject to mall approval.
Rules for the room use are as follows:
Alcoholic beverages or gambling are not permitted.
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All articles must be removed upon completion of the meeting.
La Palmera will not be responsible for lost articles.
The group using the room will be held responsible for any damage done to the premises.
Posters and signs cannot be attached to the walls of the room or anywhere on the outside of the room including doors.
Some tables and chairs will be provided.
No smoking allowed. La Palmera is a smoke-free environment.
CO-OP ADVERTISING AND PROMOTIONS Many opportunities exist to stretch your promotional dollar and to unify with other La
Palmera merchants by participating in one of La Palmera’s co-op advertising programs. Opportunities will be discussed at Tenant Meetings or you may inquire with the Marketing Department at (361) 991-3755.
CUSTOMER COMMENTS
The success of any retail business is based on meeting the needs of the customer. How a customer feels about their shopping experience with you and with La Palmera will often determine if they will continue to shop here or if they will go somewhere else. Some customers will want to make a comment, either positive or negative, about their visit to La Palmera. We ask that you direct the customer to our website or to Concierge where comments can be made and forwarded to our attention for response. We believe that superior customer satisfaction is the key to success in the highly competitive retail market.
MEDIA CONTACT
Favorable publicity can often have a positive effect on business, while unfavorable or inaccurate publicity can have the opposite effect. All of us must be aware of the impact that comments given to the media can have on a customer’s buying decision and on our business success. Everyone is entitled to his or her own opinion; however, it may not always be in the best interest of your business to have that opinion appear as the leading headline in the newspaper or radio. We recommend that one person in your store be responsible for media inquiries, that you follow your individual company policy or refer media inquiries to La Palmera Management Office (361) 991-3755.
TRASH
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Each retail and restaurant merchant is responsible for disposing of their own trash in the designated dumpster or compactor. Wet garbage must be contained in a heavy-duty plastic trash bag to help prevent odor, insect infestation and vermin. If the dumpster or compactor designated for your location is full, please use one at another location to dispose of your trash. It is imperative that no trash is left on the ground and that the surrounding area is kept clean of debris. Tenants in violation of this rule can and will be charged a fee up to the amount of $500.
DUMPSTERS OR COMPACTORS
NO ONE UNDER THE AGE OF 18 MAY OPERATE OR ASSIST WITH TRASH COMPACTING, EVERY STORE HAS BEEN ISSUED A KEY TO OPERATE THE COMPACTORS. THE KEY IS THE RESPONSIBILITY OF YOUR STORE AND A $100 FEE WILL BE ASSED FOR LOST OR STOLEN KEYS. All receptacles (dumpsters or compactors) are emptied several times a week (Monday through Saturday) and more frequently as needed during peak seasonal periods. It is the responsibility of the managers to inform employees to break down all boxes and place separately from the trash in their designated recycle receptacle. The receptacle doors are to be closed after each use. Tenants who do not break down boxes and leave trash on the ground are subject to fines. If the receptacles are full, please use one at another location and then inform the Management Office which ones need to be emptied.
TRASH IN COMMON AREAS
No trash or shipping containers/pallets are allowed on the sidewalks, behind the buildings, in corridors, or backdoors. All trash will need to be kept inside your space until you dispose of it in the nearest dumpster or compactor. Pallets are not allowed in dumpsters. It is the stores responsibility to dispose of them, off property.
RECYCLE In our efforts to help the environment we have a recycling program in place.
There are cardboard recycling containers located near the Food Court on the SPID side of the mall (Service Area 2) and on the McArdle side of the mall (Service Area 8). There are also recycle receptacles through out the mall for paper, plastic, and aluminum. These receptacles are for customers only and are not a place for you to throw your trash.
DELIVERIES General Guidelines
All deliveries should be made before 9:30 a.m. Customer safety is the primary concern.
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When scheduling vendor deliveries or giving shipping instructions, please follow the guidelines below:
Delivery trucks are permitted on the streets within the central core of the property Monday through Friday until 9:30 a.m. only.
After 9:30 a.m., all deliveries must be unloaded in the rear of the buildings or in designated loading areas. Delivery vehicles using the designated loading areas must keep within the boundaries of the painted demarcation.
Due to safety concerns, delivery vehicles may not block or impede customer traffic on the sidewalks and streets within La Palmera.
Trucks must be moved immediately after loading or unloading merchandise.
If more than 30 minutes is needed, contact La Palmera Security at (361) 991-4709.
Deliveries from fire lanes are prohibited and any vehicle parked in the fire lanes will be subject to immediate towing.
If personal cars are used for loading and unloading, the same rules apply as those for commercial vehicles.
Federal Express (FEDEX), US Postal Service, UPS and other "express" delivery vehicles may not double park or otherwise block traffic to affect deliveries. Damage Caused by Delivery Trucks: Tenants are responsible for damage caused by their delivery trucks. La Palmera Management may charge responsible tenants for the cost of any repair needed to fix the damage to the property.
TENANT DELIVERIES
Tenants will not, without written consent of the Landlord, permit the parking of delivery vehicles so as to interfere with the use of any driveway, walkways, parking area or of other common areas in the Mall; receive or ship articles or any kind expect through service facilities designated by Landlord. Deliveries through the Mall should be accomplished before or after mall hours.
Absolutely no deliveries should be made through any mall entrances. All deliveries must be made through the service corridors. The vehicle used for such operations should not be left unattended at any time.
Again, this is to assure the highest quality service be maintained for our shoppers and fellow tenants. Your cooperation in this area will eliminate the need to have any vehicle towed.
POST OFFICE
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The local Post Office is located at 4801 Everhart Rd. Phone (361) 852-7948 and fax (361) 857-5729. Post Office hours are Monday through Friday, 8:00 a.m. to 5:30 p.m. and Saturday, 9:00 a.m. to 1:00 p.m.. It is closed Sunday and holidays.
KEYS
Typically, store keys are given to each tenant by the construction contractor upon occupancy. We do not keep extra or spare keys to occupied retail spaces in the Management Office. If you have key or door lock problems, you will need to contact a locksmith. EVERY STORE HAS BEEN ISSUED A KEY TO OPERATE THE COMPACTORS. THE KEY IS THE RESPONSIBILITY OF YOUR STORE AND A $100 FEE WILL BE ASSED FOR LOST OR STOLEN KEYS.
HVAC (HEATING, VENTILATION, AND AIR CONDITIONING SYSTEM)
Currently there are three categories of Tenant HVAC 1. TENANT CHILLED WATER FAN COIL UNITS – Fan coil units feed cold water from
chillers on the second level part of the building. The fan coil units in the tenant space are the responsibility of the tenant to repair and maintain.
2. MALL MAINTAINED ROOF TOP HVAC – These are roof top a/c units that are
maintained and repaired by mall staff. These make-up the majority of tenant units.
3. TENANT MAINTAINED ROOF TOP HVAC – These units are maintained by the
individual tenant.
There are exceptions to these categories. If you have any questions please call, Bill Dietz, Facilities Manager at (361) 537-3752. For service calls please contact: Monday – Friday 8:00 a.m. – 5:00 p.m. Arnold Bazan, HVAC Tech at (361) 658.9299 Bill Dietz, Facilities Manger at (361) 537.3752 Weekends or after hours Concierge at 361.991.5718
ROOF ACCESS If a contractor needs access to the roof, please inform them to check-in with the Security
Control Center on the Upper Level to gain access. For your safety and the safety of our
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guests, access to the roof is strictly controlled. Weekend access is only available on an emergency basis. Please schedule all routine maintenance during business hours of operation (Monday – Friday, 8:00 a.m. – 5:00 p.m.).
ROOF LEAKS All of our building roofs have warrantees against leaks. Most roof leaks are the result of
accidental damage to the roof membrane by maintenance contractors hired to service the rooftop HVAC systems. They can also be caused by improper roof penetrations. To maintain our roof warranty, no one may create a roof penetration except the roofing company holding the warranty for our roof. Under no circumstances may a tenant create a roof penetration, place/store anything on the roof or use a non-approved roofing contractor. If a roof leak develops in your space, please contact the Management Office. We will pursue repairs that are covered by our warranty. If the damage was caused by a tenant contractor, the cost of the repair will be the responsibility of the tenant.
PLUMBING
The interior plumbing of all retail stores/restaurants is the responsibility of the tenant. Please call your plumber if you have any problems. Avoid disposing of items through plumbing lines that are known to cause stoppages or are questionable (i.e. paper towels and feminine hygiene products). This will help to avoid costly plumbing repairs. Restaurants should be particularly aware of grease trap maintenance.
PARKING
In an effort to offer our shoppers the best possible conditions when shopping at La Palmera, we ask the cooperation of all mall employees to adhere to a few simple parking rules (see map). Employees are to park their personal vehicles in outermost parking spaces or on the second level of the parking garage. Any vehicle not adhering to the parking policy will be towed away at the owner’s expense or issued a parking ticket. This is an attempt to offer the very best to our valued customers. During peak traffic periods, this employee parking policy will be STRICTLY enforced by the Security Department. There may be occasions when an employee refuses to park in the designated employee parking areas. The Management Office has the authority to charge the tenant $20.00 per day per vehicle parked in any area other than those so designated. The Management Office also has the authority to have any vehicle towed at the owner’s expense if they are in violation of our parking regulations. Please encourage your employees to remember that the customer should always be the number one priority. Any special employee parking needs should be reviewed with the Management Office.
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Please do not leave your vehicle parked overnight in the parking lot. Vehicles left overnight will be considered abandoned and will be subject to towing.
LOW EMISSION PARKING
As part of the renovation efforts, we have add new parking spots designated specifically for eco-friendly cars. The new spots are conveniently located next to major mall and anchor store entrances, closet to the front.
MAINTENANCE
It is La Palmera’s goal to provide the best in facilities services. This includes water, electricity and HVAC function to your store. Should you experience any disruptions in these services you are advised to contact the Security Department to provide you with someone from our Maintenance Staff.
We supply hot and cold water, depending on the season, to your fan units; however, you must regularly inspect and maintain your units to insure proper efficiency. Regular inspections will discourage faulty equipment.
Whenever you detect unusual odors, gas, electric, etc., notify the Management Office who will contact the Maintenance staff.
Should you experience an electrical failure, and the problem is determined the responsibility of the tenant, you will need to contact an outside repair agency.
For non-emergency maintenance issues or for common area problems, log on to www.lptenants.com to submit a work order for the Maintenance staff. If you need your user name and password, contact the Management Office at 991-3755.
The personnel of the department will be glad to answer any requests or questions.
NOTE: ON ALL EMERGENCIES OR SERVICE REQUESTS, CONTACT THE SECURITY DEPARTMENT AT 991-4709.
TENANT WEBSITE
La Palmera has a website devoted to mall tenants, www.lptenants.com. There are many advantages to this website:
You can download and print important maps and forms
Find out when local schools are out on vacation
Construction information
Valuable Marketing Tools
Submit a Maintenance Work Order
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This website was designed with you in mind, if you have any questions or need assistance; please contact the Management Office at 991-3755. Remember to check the website often for updates.
HOUSEKEEPING
All housekeeping activities should take place during non-business hours. We ask that you keep your storefront, windows and entries clean of dirt and debris. Part of the shopping experience is the condition of the shopping environment. With your help, La Palmera can always be an attractive and inviting shopping environment. A janitorial contractor is responsible for the care and cleaning of the common areas. Their duties and responsibilities are such so that La Palmera can provide you and your customers with a clean and inviting shopping experience. While we may be able to give you some recommendations, we do not allow our housekeeping/maintenance staff to become involved with individual tenant housekeeping or maintenance issues. We also do not lend tools, equipment or supplies to individual tenants. If special situations arise and you are unable to find resolution, please contact the Management Office and we will try to provide appropriate guidance.
PEST CONTROL
La Palmera is serviced by a reputable pest control company, which treats the common areas and outdoor perimeters of the building on a monthly basis. Store/restaurant managers are responsible for any extermination problems within their stores. In order to ensure proper control of insects and rodents, we recommend that you schedule maintenance from a qualified exterminating company at least quarterly and keep strict control of food waste and other trash.
SIDEWALKS AND STREETS All sidewalks, streets and parking lots within La Palmera are cleaned and maintained by
service contractors hired by the Management Office. COMMON AREA SIGNS & DISPLAYS Please contact the Management Office to obtain authorization before placing any items
beyond your lease line. SALES USE
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The use of your store space and the merchandise and/or service you provide is governed by your individual store lease. To avoid interfering with neighboring tenants, we ask that any equipment used for music or sound be set at a level that does not affect normal business activities. While we encourage creative and interesting store window displays, we also ask that you refrain from using any flickering or flashing lights.
PETITIONS AND POLITICAL ACTIVITY
No petitions, distribution of handbills, campaigning, endorsement, demonstration or other political activity is permitted anywhere on La Palmera property. State and Federal law have recognized the rights of the property owner to prohibit such activity. Please contact the Management Office if any of these activities are witnessed here at La Palmera.
SIGNAGE
Advertisements and other promotional signage are important sales tools. Placement of all promotional materials within your store is governed by your individual store policy. However, nothing may be taped to your windows or storefront. Please only use professionally printed signage as handwritten signs detract from the appearance of your store. No exterior banners may be used at any time without prior approval. Any changes to permanent signage must also be submitted to the Management Office for approval prior to making any change.
SMOKING
Smoking is not permitted inside the building at La Palmera. Smoking is allowed only in the outdoor public areas, parking lots, or the walkways, which surround the buildings. Per the Corpus Christi Health Code, you must stay 10 feet away from all entrances while smoking. Please place all cigarette butts in the ash cans provided.
CONSTRUCTION
Prior to any construction activity, all construction plans must be reviewed and approved by the Management Office. All contractors must coordinate activities with the Management Office and be in receipt of La Palmera’s’ Construction Rules and Regulations. Contact Amanda Sanchez at [email protected].
PUBLIC SAFTEY
La Palmera provides 24/7 on-site security. Foot patrol, exterior bike patrol and vehicle patrols of La Palmera are part of the routine services provided by Valor Security Services. There are also interior and exterior security cameras placed around the property that are monitored by Security.
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General Emergency Procedures:
To report a life-threatening emergency/situation, call 9-1-1, and then call the Management Office at (361) 991-3755.
If you have the need for other law enforcement assistance, call the Corpus Christi Police Department at (361) 886-2600. Note that 9-1-1 is an emergency number and should be used for true emergencies only.
SHOPLIFTING
The detection, apprehension and prosecution of shoplifters are the sole responsibility of the individual tenants. Once the shoplifter is apprehended call Security at (361) 991-4709, if you need further assistance call the Corpus Christi Police Department at (361) 886-2600 for direction and advice.
STORE SIGNAGE
It is against policy to attach hand written signage to windows and store fronts. All signage must be professionally made. Please refer to your lease document for clarification.
MARKETING DEPARTMENT
La Palmera has a strong Marketing Department that works together with our retail stores. All store managers are encouraged to participate in all functions developed through the Marketing Department. It is only with your input that we can truly share in the future of La Palmera’s success. The La Palmera Marketing Tools are available to you from the Management Office or online at www.lptenants.com.
TENANT CONSTRUCTION
No construction, renovation, or remodeling of any type is to be started without prior written consent from the Landlord or General Manager. This is for the protection of all parties involved to insure that all legal, safety and amenity policies have been adhered to. All tenant interior and exterior changes must be accompanied by sealed Landlord approved blueprints. A pre-construction meeting will be mandated prior to the start of any construction. This pre-construction meeting will be held in the La Palmera Management office. At this time, proper documentation will be reviewed prior to granting authorization to start construction.
The following items are necessary prior to the start of your construction:
Approved by Landlord and the City of Corpus Christi, blueprints on site.
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Building permit that is properly authorized.
Proper proof of insurance and proof that it is in effect.
Signed Lease.
List of all contractors and subcontractors, as well as phone number of contact.
A damage deposit. Amount to be determined by Landlord. Once construction has been authorized, the following will be enforced:
A drywall barricade must be constructed. This barricade must be taped and then painted.
Barricade door (if installed) must open into the Tenant space and be kept closed during normal hours of operation.
Only Landlord approved signage may be used on barricades.
Any construction during normal hours must be reported, in advance, to the Mall Management for authorization.
The Mall Management reserves the right to inspect the site at any time.
No smoking behind barricade.
LA PALMERA FIRE INSPECTIONS
In an attempt to protect lives and limit potential loss, the La Palmera Security Department along with the Corpus Christi Fire Department will conduct periodic fire inspections of all tenant spaces within the La Palmera. Periodic insurance inspections will also be a part of La Palmera’s attempt to avoid emergencies. When possible, advance notice of inspections will be communicated. These inspections will help create and maintain a safe working environment. They will help to prevent false alarms, which can result in the tenant being charged a fine up to $500 per false alarm. These inspections should be a useful tool in allowing each of us to correct deficiencies before they turn into formal violations or emergencies. The items of primary concern are as follows:
Exit lights in proper working conditions.
Exits are clear of stock and trash.
Common area service corridors are kept clean.
Exit doors are not locked or blocked during business hours.
Stock or trash is no closer than 18 inches from any sprinkler system head.
Stock or trash is not closer than 36 inches from the electrical distribution panel and/or the transformer.
All areas are completely covered by an approved fire sprinkler system.
Fire extinguishers are clearly visible, properly charged and are inspected on a continuing annual basis.
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TENANT IDENTIFICATION
So that Security and anyone else can identify your store easily, you must have sign on your backdoor with your name and suite number on it. You must also, per the Corpus Christi Fire Department, have your suite number on the front of your store window. We will provide these to you one time; if you remove them or damage them, you will be responsible to replace them.
EMERGENCIES
The Management Office maintains a list of emergency contacts for each store/restaurant. This information is for internal use only and is never distributed to the general public. It is critical that we be able to reach you in case of an after-hours emergency. Please ensure that the contact information is kept current if there are any changes made. Each manager should designate one person in their store/restaurant/office to be responsible for emergency evacuation situations. We highly recommend that you have a plan in place for emergency situations. If you need assistance in developing an emergency plan, please contact the Management Office.
Evacuation: If the decision to evacuate the building is made, the General Manager will
notify you immediately. Fire: Each Tenant must have at least one fire extinguisher on the Leased
Premises at all times which must be inspected/recharged annually. General Rules to Follow in Case of Fire or Smoke: 1. Call the Fire Department at 9-1-1. 2. Call La Palmera Management Office at (361) 991-3755.
The common area of our buildings and all tenant spaces are equipped with a high-pressure overhead fire sprinkler system to assist with fire control. The sprinkler system is fully charged at all times. The sprinkler heads are clearly visible as small cones extending through the ceiling or suspended in open-ceiling designs. Water is automatically released from the sprinkler head in hundreds of gallons per minute whenever the temperature reaches a level hot enough to melt the triggering device. If there is a drop in pressure in the sprinkler lines or water movement is detected an audible alarm is activated and the local fire department is automatically notified. No material is to be stacked on transformer and a minimum of 30” clearance is to be maintained in front of and around electrical panels. There must be a minimum of 18” clearance of sprinkler heads.
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You can anticipate unannounced inspections by the local Fire Marshall at least once a year. Depending upon the severity of any problems uncovered during the inspection, the Fire Marshall is empowered to levy a fine, penalty or close the business until the problem is corrected. All rear doors from your space must remain unblocked and unlocked whenever the space is occupied or open for business. If a fire is ever discovered, you should attempt to contain/control the fire with a fire extinguisher only if safe to do so. Otherwise, evacuate the area; call 9-1-1 and the Management Office to report the emergency. For non-emergency situations, requiring the assistance of law enforcement, please call the Police Department at (361) 886-2600.
OPERATIONAL RULES AND REGULATIONS La Palmera tenants may not:
Obstruct sidewalks, doorways, vestibules, halls and stairways in the common or public areas with fixtures, signage, boxes or trash.
Place any freestanding displays or merchandise outside of their storefronts in the public areas without permission from the Management Office.
Place signs or notices in or on their display windows without prior written consent by the Management Office. No banners are allowed at anytime.
Drive nails, hooks or screws in any part of the exterior of the building.
Dispose of unsuitable materials through plumbing fixtures.
Alter their space in any way (including structural, mechanical, etc.) without prior written consent of the Management Office. If a contractor is to be used to implement change, the contractor must supply the Management Office and La Palmera with complete plans as well as valid insurance certificates. Contractors working in La Palmera are subject to approval by the Management Office.
Install safes or other heavy equipment without prior written consent of the Management Office.
Make or permit any loud noises in the building or otherwise interfere in any way with other tenants or persons having business with them.
Accumulate or store trash on the back sidewalks.
Operate machinery of any kind without prior written consent from the Management Office.
Use any portion of their lease areas as sleeping or lodging quarters. In Addition:
The premises may be used only for the purpose specified in the USE clause of your Lease and for no other purpose.
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Tenant shall utilize the trade name specified in the Lease and no other trade name in conducting business at the premises.
Tenant shall operate its business with a complete line and sufficient stock of merchandise of current style and type, attractive displays and in an efficient and reputable manner so as to produce the maximum amount of sales from the premises, and shall, except during reasonable periods for repairing, cleaning and decorating keep the premises open for business with adequate and competent personnel in attendance on all days and during all hours (including evenings) established by the Management Office from time to time as store hours for the Shopping Center.
All property kept, stored or maintained within the premises by tenant shall be at tenant’s sole risk.
Tenant shall not permit any objectionable or unpleasant odors to emanate from the premises.
No loudspeakers, televisions, phonograph, stereos, radios or other devices shall be used in a manner so as to be heard or seen outside of the leased premises without the prior written consent of the Landlord.
Aside from restaurants, tenants are not permitted to cook food in their space, coffeemaker and microwave accepted.
Tenant shall not place an antenna on the exterior of the premises without prior Management Office approval.
Tenant shall not solicit business or distribute leaflets or other material in the common area, take any other action, which would constitute a nuisance or disturb or endanger other tenants of the shopping center or unreasonably interfere with the use of their respective premises.
Tenant shall not conduct within or from the premises any fire, auction or bankruptcy sales, or do anything that would tend to injure the reputation of the shopping center.
Tenant shall keep the premises and sidewalks, service ways and loading areas adjacent to the premises neat, clean and free from dirt, rubbish, insects and pests, and shall dispose of all trash and garbage in the dumpster or compactor designated by the Management Office for such trash disposal.
All garbage is to be placed in a plastic bag and tied securely. No trash or debris shall be placed in the service corridor at any time. All large boxes must be broken down and put into the recycle dumpster in Service Area 2 or 8. No construction or building materials, such as lumber, old clothing racks or fluorescent light tubes should be placed in the compactors or in the service corridors. Stores must make their own arrangements for removal of this type of debris.
Receiving and delivery of goods and merchandise and removal of garbage and trash shall be made only in the manner and areas from time to time prescribed by the Management Office.
Tenant shall maintain all display windows in a neat, attractive condition, and shall keep all display windows and exterior electric signs in front of the Premises lighted.
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Tenant shall include the name and address of La Palmera and identity of its business activities in the premises in all advertisements made by tenant.
Tenant shall procure all permits and licenses required for the transaction of business in the premises and shall comply with all laws, ordinances and regulations applicable to the use or occupancy of the premises.
Any event, gathering or celebration to which customers or clients are invited held within a tenant space that may include the serving of alcohol without a liquor license must have prior approval from the Management Office.
CODE OF CONDUCT
La Palmera is designed for an enjoyable family experience. We expect everyone to conduct his or her self in a responsible and appropriate manner. Below are the Code of Conducts:
1. Appropriate clothing is required. Wearing apparel that obscures or conceals the face,
including but not limited to hoodies or masks, or apparel that may provoke a
disturbance or incite violence is prohibited. This provision does not apply to clothing,
masks, or other apparatus worn for cultural or religious reasons or for medical
conditions. Do not display or wear any item which depicts sexually explicit activity,
illegal activity or obscene or offensive language that is likely to create a disturbance or
embroil others in open conflict or that offends community standards of decency.
2. No running, skateboarding, rollerblading or other similar activity.
3. No excessive or disruptive noise such as yelling or loud music.
4. No fighting, threatening comments or gestures, obscene language or gestures, or racial,
religious, or ethnic slurs that are disruptive or may cause a disturbance.
5. No weapons including but not limited to firearms (except those carried by certified law
enforcement officers in the performance of their duties), knives, or any other object(s)
that maybe used in any way to inflict bodily injury on another person
6. No open receptacle containing any alcoholic beverage, except in areas specifically
designated for the consumption of alcohol.
7. No photographing or videotaping without prior consent of the shopping center
management.
8. No defacing, damaging, of destroying any property belonging to the Mall, its patrons, or
its tenants.
9. Any form of solicitation, sales or products or services, or distributing handbills, leaflets,
commercial advertising or promotional material of any kind or offering samples of items
is prohibited without prior written permission of mall management.
10. No smoking, except in an area specifically designated for smoking.
11. All customers 17 years of age and under must be accompanied by a parent or guardian
after 7:00pm unless they are working, shopping, or dining at La Palmera.
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12. Minors (16 years of age and younger) may not congregate in groups of 3 or more
without a guardian present.
13. Do not annoy others through noisy or boisterous activities, unnecessary staring or
following someone through the mall and/or parking lot.
14. Do not engage in any act, activity or behavior which by its nature is illegal and/or in
violation of any statute, law, rule, or ordinance.
15. No attendance of children (under age 18) during school hours unaccompanied by a
parent, teacher or legal guardian (excluding school holidays and home schooled
students). Unaccompanied children ages 16 - 17 may produce proof of reduced school
hours or completion thereof.
16. All persons must wear shoes and shirt.
17. No littering by discarding paper, glass or other matter of any kind, anywhere except in a
trash receptacle.
18. No overnight parking; parking in non-designated parking areas, parking in fire lanes or
other no parking areas, erratic or careless driving, exceeding the posted speed limit, or
use of a vehicle in manner inconsistent with shopping center traffic markings or signage.
Parking violators may be subject to towing at the vehicle owner’s expense.
19. No animals on mall property with the exception of service animals, those animals going
to or from photography studios, or involved in center sponsored events.
Persons who violate this Code of Conduct, in the interior or exterior of the mall or within a store may be banned from the property or subject to arrest. This list is not all inclusive and may be modified at any time by the management of this mall. This shopping center is private property and no rights shall accrue to the public by virtue of the public’s entry into this mall or on mall property.
PARENTAL ESCORT POLICY - 17 @ 7 An inviting, comfortable shopping environment is an expectation that all of our customers
have while visiting La Palmera. To assist our security staff in helping to maintain that comfortable environment, we have established a specific policy to address unsupervised children.
After 7 p.m. children under the age of 17 must be accompanied by a parent while in La Palmera's common areas.
This policy does not apply to those who may be working, shopping or dining at La Palmera.
A more thorough explanation of this policy may be found on the La Palmera web-site.
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