Tenant Manual - GWL Realty Advisors

Robson Court Tenant Information Manual
Welcome
First we would like to welcome you and your employees at Robson Court, looking
forward in serving you!
GWL Realty Advisors Inc. is a wholly owned subsidiary of the Great-West Life
Assurance Company. GWLRA is equipped to accommodate all of your Property
Management Requirements. We are able to draw upon a wide array of resources and
expertise to ensure we provide a consistent level of customer service that will enable you
to conduct your business in comfortable, functional and professional surroundings.
To find out more about GWL Realty Advisors, please visit our Website at
www.gwlra.com
Robson Court Tenant Information Manual
General Information
GWLRA Personnel - Management Office
Scotia Tower
650 West Georgia Street
Suite 1730, PO Box 11608
Vancouver, BC
V6B 4N9
Fax: 604 713 7715
Senior Property Manager:
Randy Felty
Direct: 604 713-6481
Email: Randy.Felty@gwlra.com
Property Administrator:
Carol Onstein
Direct: 604 713 7703
Email: Carol.Onstein@gwlra.com
Property Administrator, Accounting:
Krista Rubino
Direct: 604 713 7716
Email: krista.rubino@gwlra.com
Leasing Representative:
Steffan Smith
Tel: (604) 713-6480
Email: steffan.smith@gwlra.com
Building Operations Office / OneServe Tenant Services
Robson Court
Suite10-840 Howe Street
Vancouver, BC
V6Z 2L2
Fax: 604 608-1287
Operations Supervisor:
Klaus-D. Plato
Direct: (604) 683-8801
Email: Klaus-Dieter.Plato@gwlra.com
Website: www.840howe.com
Scotia Tower
3000-650 West Georgia Street,
Vancouver, BC
V6B4N7
Tel: (604) 713-6450
Fax: (604) 683-3264
Tenant Services Coordinator:
Patricia Asperin
Hotline: (604) 713-6495
Email: vancouver-tenantservices@gwlra.com
Website: www.840howe.com
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Service Requests
GWL Realty Advisors Inc. is committed to providing outstanding service to our Tenants.
There are three efficient ways to contact OneServe for all your maintenance queries.
You can contact us in one of the following three ways:
Telephone:
604.713.6495
Email:
vancouver-tenantservices@gwlra.com
Building Web: www.840howe.com/oneserve
Please Note: All online requests and emails are read and dispatched Monday to
Friday between 8 AM and 4:30 PM.
The OneServe Tenant Request System via this Building website is a system that allows
us to enhance our ability to ensure prompt service for all your maintenance requests.
The system allows us to track performance and pinpoint specific property issues to
further enhance our services to you.
It is a secure, web-based system and provides tenants with automatic confirmation your
request was received, giving you the ability to check status of requests and confirms to
you the completion of the request.
Requests include all maintenance issues such as lighting, HVAC too cold or hot,
janitorial, signage, pass cards, security, and plumbing.
For all after-hours requests, please contact our OneServe 24/7 hotline at
604-713-6495. For emergency after-hours we recommend you call Intercon Security
at (604) 683-2661 at this time, or OneServe at 604 713 6495.
Otherwise all requests/work orders submitted are dispatched between 8 AM and 4:30
PM, Monday to Friday.
If you wish your email address registered with us, please let us know and we will
forward you a password.
Feedback is always welcome.
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Business Hours
Robson Court is open and operational Monday to Friday, 7:00am to 6:00pm except on
Statutory Holidays.
Mail Service
For your convenience, a mailroom is located off the main floor elevator lobby. Incoming
mail may be picked up from your designated mailbox in the mail room. Arrangements for
a mail box may be made by contacting the Building Operations Office at (604) 683-8801.
A mail chute is provided for outgoing mail that is scheduled for pick-up at 10:00am and
5:00pm by Canada Post.
For mailing parcels, the nearest Canada Post Facility is located at Sears at the Pacific
Centre Mall level.
All questions pertaining to delivery and collection of mail should be directed to Canada
Post at 1 800-267-1177.
Moving
Please ensure the following is addressed to Building Operation prior to move-in:
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Employee list for pass-cards and keys
Moving date booked
Mail service arranged with Canada Post
Contact list forwarded to Landlord as described herein
Lobby directory request in writing
Please ensure the following is addressed to Building Operation before/when moving out:
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Book moving date
Forwarding address
Forward mail arranged with Canada Post
Post-move suite inspection
Return pass-cards and keys
Restoration
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Please provide as much notice as possible to the Property Management office of your
intended moving date. We will be pleased to discuss the details of any move with your
moving company representative.
Your moving company should follow the delivery procedure below.
Deliveries
Hand held items may be delivered to Tenants during business hours by using any of the
passenger elevators.
Larger items must be delivered via the loading bay and freight elevator (elevator # 2)
which must be booked in advance through OneServe. The elevator is not available from
7:00am to 9:30am, 11:30am to 1:30pm or 3:30pm to 5:30pm weekdays. If possible,
please indicate what is to be delivered to enable Building Operations / Security to
determine the extent of padding required in the elevator cab. Booking the elevator in
advance will assure priority in its use and give Building Operations / Security the
opportunity to address proper padding of the elevator.
The freight elevator has a capacity of 3500 Lbs which must not be exceeded. The door
opening is 42” wide by 83 ½ “ high. The interior is 5’11” wide by 4’10” deep.
Handheld delivery outside business hours is acceptable at the main lobby only if a tenant
representative will come to the main lobby to receive delivery.
A security guard must be hired to accommodate deliveries of larger items using the
loading bay area outside business hours.
Building Operation staff, Security staff and Janitorial staff are not permitted to accept or
sign for deliveries.
We urge you to instruct delivery companies that carts and dollies are not permitted at the
main front entrance. Any damage caused will be billed to the tenant accordingly.
All cartons, crates, pallets, wrapping etc. must be removed immediately from the property
or latest at the end of each delivery day.
The tenant is responsible for repairing any damage to the Building as a result of their
delivery. Please ensure that the delivery company carries adequate insurance to cover
damages.
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Rental Payment
A Rental Payment Schedule will be forwarded following the execution of the Lease
Document.
Electronic Funds Transfer (EFT)
Please ensure the EFT forms are initialed on the back and submitted to the Management
Office at your earliest convenience. You may be required to make your first rental
payment by cheque until the form is processed.
Post-dated Cheques
For Tenants not yet participating in the EFT program, rental payment cheques are due at
the Management Office on the first day of every month.
Tenant Contact Information
Please provide written contact information to Building Operation Office as required on an
ongoing basis. If possible, at least two contacts should be provided for each of the
following:
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After hours Contact: 24Hour Emergency Contact,
(Including as many telephone numbers as required)
Day Contact: General Contact regarding maintenance issues etc.,
(Phone number and e-mail address)
Financial Contact: For rental and payment issues
(Phone number and e-mail address)
Lease Administration Contact: For insurance certificates, renewals etc.
(Phone number and e-mail address)
The Landlord will assume all designated contacts have authority to act on behalf of the
Tenant
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Building Services
Parking
Imperial Parking manages the underground parking facility at Robson Court. The
Property Manager will confirm with each tenant and Impark the details of parking
allocation as outlined in the lease. Arrangements for parking may then be made directly
with Imperial Parking by telephoning the District Manager Jens Kage (604) 331-7226.
Additional parking is subject to availability.
The Parkade is available for parkers with a valid Building Access card at all times. The
Parkade is open to the general public from 7:00am to 1:00am Monday to Friday,
Saturdays from 10:30am to 1:00am, and 11:30am to 1:00am on Sundays.
Bicycle racks are located in the Parkade off the bottom of the ramp and at the front
entrance of the Building.
Motor bikes and scooters are not allowed to park at the front entrance and plaza area of
the Building. Parking is not permitted in any of the tow away areas, the Loading Bay area
or in front of the cardboard bin or the compactor. Violators will be towed.
Air Conditioning
Any air conditioning concerns should be directed to our OneServe Department see
‘Service Requests’.
Ventilation is available outside business hours by means of an override key switch that
may be installed in your premises as part of your improvements.
Air conditioning is available outside business hours upon a written request. This request
must be send on a business day no later than 24 hours prior the event and is provided at
an adjusted hourly rate payable to GWL Realty Advisors Inc.
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By 2 pm weekday/same day programming
By Noon on weekend and stat holiday programming
Please note that ventilation refers to the introduction of fresh air, while air conditioning
includes ventilation plus climate control.
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Lighting
The lights in common areas of the Building are scheduled by default to operate during
business hours from 7:00am to 6:00pm, Monday to Friday.
The lighting control system allows the lights to be operated by low voltage switches
should they be required outside business hours. Arrangements should be made with the
Building Operations Office to enable this option.
House Keeping
Janitorial
Janitorial service in your premises is performed weekday evenings by an outside cleaning
contractor, and is administered by the Property Management / Operation Office. Monthly
cleaning inspections are performed by a representative of GWLRA and the janitorial
company.
A copy of the janitorial specifications is attached for your review. Please note that carpet
shampooing is not included in the services offered. If you have special cleaning
requirements, we will do our best to accommodate your needs under the existing contract.
If this is not possible, we will be happy to negotiate pricing for additional services on
your behalf.
Janitors are instructed to refrain from removing anything that is not in a waste container
or that is not packaged and labeled with garbage stickers provided by the janitorial
contractor.
Day Service
A day cleaner is on duty from 6:00am to 4:00pm to ensure the common areas and
washrooms are maintained to a high standard.
Recycling, Handling and Storing Recyclable Materials
The building has set up a recycling program that incorporates the recycling of office
paper, newspaper, cardboard, bottles, plastic and cans, for tenants and operations at the
site, to the extent that local infrastructure is available to accommodate these materials.
Each tenant gathers their garbage at collection points to separate paper, glass, metal and
plastic near the areas where waste is generated. A separate recycling program to recycle
Batteries, Fluorescent lamps, and a composting program is in place.
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Janitors are instructed to empty the central recycling bags as required. Desk-side boxes
should be emptied by the occupants.
The building operates an all fiber recycling program. Desk-side cardboard recycling
boxes and larger central recycling bags are available upon request. There is no need to
remove staples or paper clips from recycled materials. Photocopy paper, glossy paper,
envelopes, cardboard, file folders etc. may be recycled separate as part of the program.
Unacceptable items include carbon paper, metal bindings, food and beverage containers,
plastics, toner cartridges, tissue paper, paper towel and telephone directories.
Cardboard boxes that are broken down and labeled with recycling stickers provided by
the janitorial contractor will be removed from your premises and recycled.
Building operations will arrange for pick-up of old telephone directories at a central
location shortly after new issues are delivered. Arrangements must be made with a waste
company to remove unwanted office furniture, equipment, and electronic waste.
Arrangements may be made through OneServe at 604 713 6495.
Signage
Lobby Directory
As provided in your Lease, we will install one listing for your premises at the main lobby
directory. Additional listings are subject to availability of space and a nominal fee. We
will require the exact manner in which you would like to see your company name appear
on the directory board in writing.
Floor Signage
Please ensure all signage outside or visible from outside your premises is approved by the
Property Manager / Operation Supervisor before placing an order.
Additional Services
GWLRA reserves the right to charge a fifteen percent administration fee on additional
services requested by tenants.
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Safety
Security Systems
The Building security surveillance system consists of exterior door alarms, MiniProx
proximity readers, and fourteen closed circuit video cameras. This system is controlled
from the information security desk, located at the main entrance at the ground floor
lobby.
All ground level access doors (excluding retail doors) are alarmed outside normal
business hours.
During non-business hours, statutory holidays and weekends, four elevators will be
operational via card readers in each cab. The Parkade elevator operates at all times and
does not require the use of an access card after hours.
Closed circuit cameras permit surveillance/recording of all camera locations on a
24hour/day basis.
Guard Service
Intercon Security
Dispatch:
Front Desk:
(604) 683-2661
(604) 681-6359
A security day time supervisor is on duty from 7:00am to 03:00pm followed by two
security officers covering the shift from 3:00pm to 7:00am on weekdays and on week
ends. While on duty, the guard may be reached directly at the Front Desk telephone
number which will be call forwarded to a cell phone accordingly when away from the
desk. Outside these hours, random patrols are conducted by Intercon Security and calls
should be directed to Dispatch.
Access
The building is equipped with an electronic access control system. An access card is
necessary to enter the Building and access floors outside business hours.
Card readers are located at the front entrance door, the Parkade o/h door, the door on
Smithe Street, the Smith Street corridor door by the mail room, as well as the Parkade
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elevator lobbies on P1 & P2 level of the Parkade. The card reader on the loading doors
grants access only to Security and cleaning personal after hours.
One may access Robson Court outside business hours by:
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Holding a valid access card
Specific written arrangements agreed to between their employer and GWLRA.
If you have employees that must have access at all times, please make arrangements with
Building Operation / Security to ensure security has authority to grant access in the event
of lost or damaged access cards or keys.
We require the following information in order to program your access cards:
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Employee’s first and last name
Do they require access around the clock or on a more limited basis?
Do they require Parkade access?
Please inform our Tenant Services department when an employee leaves the company, an
access card is transferred to another employee or when a card is lost or stolen.
Outside of “normal business hours” the card holder must swipe the card in front of the
reader to gain entry into the Building. Once entry is granted into the Building, the
individual should proceed to the elevators on the main floor where elevators will be
available for after-hour use. It will then be necessary to swipe the card at the reader for
travel to the desired floor.
Upon leaving the premises, it is not necessary to use the access card in the elevator to
travel down to the ground floor or Parkade level. The computerized card access system
records the card number, name of the card holder, company name, and time the access
card was used at Robson Court.
Access cards may not be issued to anyone not employed by your company without
approval from GWLRA.
Cards that become unusable due to normal wear and tear can be exchanged on
presentation of a written request and the return of the “old” card to Security day
supervisor. Any lost or stolen access card will be exchanged in the same manner, but will
be subject to a $25.00 service charge.
During the course of the year, Building Operation / Security will carry out a verification
of access cards held by tenants. Tenants will be asked to verify the list of valid access
cards issued to Employees and ensure that any missing cards are canceled and that each
Employee is in possession of a valid pass card.
Two suite keys and one mailbox key will be provided to new tenants at no cost.
Additional keys may be ordered through Tenant Services.
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Crime Prevention
Following are some common sense strategies in crime prevention:
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All computers should be password protected.
Laptop computers should be locked away or equipped with a secure docking
station that allows the laptop to be locked.
Handheld computer organizers should be locked away or taken home.
All computers should be engraved with serial numbers and recorded.
Do not leave keys in desk drawers.
Never leave a wallet, purse or cash unattended.
Have an inventory control policy and conduct periodic audits.
Do not leave any visible items in your vehicle.
Question strangers in your premises.
Do not allow anyone to “piggy back” access into the Parkade, the Building or
elevator.
Always report suspicious activity immediately to onsite Security.
Emergency Response
An emergency response plan is in place for Robson Court. Our Building Operations
Office will contact you to provide you with further information.
We ask that each tenant designate at least two safety representatives referred to as Tenant
Floor Wardens for each floor of the building that they occupy. These designees should
have the necessary authority to direct your employees in the event of emergencies and
will be required to attend an annual emergency response training session.
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Tenant Improvements and Alterations
Office renovations must comply with the criteria found in the Robson Court Leasehold
Improvement Manual. Please contact the Property Management office for a copy of the
manual prior to proceeding with any design work.
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