Attachment O - DTW Concessions Manual.pdf

Detroit Metropolitan Wayne County Airport

DTW Concessions Manual

Table of Contents

1.0 Reference Information

1.1 Concessions and Quality Assurance Department

1.2 Airport General Information / Airport Operations Dispatch

1.3 Controller’s Office Department Contact Information

1.4 Police and Fire Emergency Contact Information

1.5 Airport Administration Contact Information

1.6 Building Maintenance Contact Information

1.7 Airline Contact Information

1.8 Concession Tenant Information

1.9 Parking & Transportation

1.10 Airport Services & Amenities

1.11 Mailing Address

1.12 Airport Layout

2.0 Tenant Operations

2.1 Hours of Operation

2.2 Banking

2.3 Business Licenses

2.4 Employee Conduct

2.5 Customer Complaints Regarding Concessions

2.6 Employee Dress Code / Name Tag

2.7 Airport Identification / Name Tag

2.8 Music

2.9 Phone Service

2.10 Signage

2.11 Queuing

2.12 Lease line / Control Zone

2.13 Vending Machines

2.14 Products & Pricing

2.15 Concession/Airline Vouchers and Other Programs

2.16 Smoking Policy

2.17 General Maintenance

2.18 Performance Standards

3.0 Reporting Requirements

3.1 Monthly Gross Sales Report

3.2 Annual Statement

3.3 Periodic Statements

3.4 Market Basket Survey

3.5 Audits & Maintenance

3.6 Transactions & Averages

3.7 Disadvantaged Business Enterprise (DBE) Reporting

Table of Contents

4.0 Safety & Security

4.1 Security

4.2 Medical Emergencies

4.3 Reporting Concerns

4.4 I.D. Badging

4.5 Policy on Banned and/or Restricted Concession Items

5.0 Tenant Construction

5.1 Required Approvals & Permitting

5.2 Permit Process

5.3 Signage

6.0 Dockmaster

6.1 Hours of Operation & Services

7.0 Cleaning, Maintenance, Storage & Trash

7.1 Frequencies, Guidelines and Requirements

7.2 Storage Spaces & Deliveries

7.3 Environmental Liability

Appendices

1. Hours of Operation

2. Competitive Pricing Policy

3. Rules & Procedures for Controlled Item Inventory

4. Audits and Maintenance

5. Performance Standards

6. Closing/Reopen Checklists

7. IROPS Concession Plan

8. Terminal Evacuation & Shelter in Place Plan

9. Airport Concession Tenant List

10. Airport Concession Contacts

11. Revision Log

Section 1.0 Reference Information

1.1 Department of Concessions and Quality Assurance

Address: Concessions & Quality Assurance Department

Detroit Metropolitan Wayne County Airport 11050 Rogell Dr., #602 Detroit, MI 48242

Office Hours: 8:00 am to 4:30 pm Monday – Friday

Main Phone Line: (734) 942-3751

Concessions Operations Shared Email: concessions.operations@wcaa.us

Concessions Dashboard: www.metroairport.com/concessionsdashboard

This is a password-projected page. Password: DTWConcession24!

Staff:

Christine Lindenmuth Elaine Tsapatoris Director Supervisor

(734) 942-3663 (734) 247-7060 Christine.Lindenmuth@wcaa.us Elaine.Tsapatoris@wcaa.us

Susan Thompson Kari Farina Deputy Director Project Manager

(734) 247-7457 (734) 247-2729 Susan.Thompson@wcaa.us Kari.Farina@wcaa.us

Jason Wade (Operations) Melissa Terrill (Operations) Assistant Deputy Director Concessions Specialist- Administrator

(734) 247-2751 734-942-3659 Jason.Wade@wcaa.us Melissa.Terrill@wcaa.us

Ray Albert (Operations) Fiona Johnson (Operations) Operations Administrator Concessions Specialist- Administrator

(734) 942-1534 (734)942-3823 Raymond.Albert@wcaa.us Fiona.Johnson@wcaa.us mailto:concessions.operations@wcaa.us https://www.metroairport.com/protected-page?destination=/business/doing-business-wcaa/concessions-dashboard&protected_page=5 mailto:Fiona.Johnson@wcaa.us

1.2 Airport General Information / Dispatch

Airport General Information

(734) 247-7678

24-Hour Airport Response Center (ARC) – Security, Operations, Police, Maintenance 734-942-5304

1.3 Controller’s Office

Controller’s Office Tenant Contact Person Rob Safadi 734-247-7055 AR@wcaa.us

Rent Payment Address:

11050 Rogell Dr., 602

Attention: Controller’s Office

1.4 Police and Fire Contacts

FOR ALL AIRPORT EMERGENCIES DIAL 911

Non-Emergencies :

Airport Police- Front Desk (734) 942-5357 Fire Department-Fire Prevention (734) 942-0061 Fire Station 100 (Airfield) (734) 942-3604 or 3603 Fire Station 200 (Rogell Drive) (734) 942-3602 or 3601 Fire Station 300 (734) 955-8791 or 8792 mailto:AR@wcaa.us

1.5 Airport Administration Contacts

Airport Receptionist (734) 942-3550 Airport Fax (734) 942-3793 Airport Executive Office (734) 942-3560 Department of Airport Administration (734) 247-7242 Internal Relations (734) 942-3694 Department of Planning, Design & Construction (734) 247-7915 Department of Facilities and Infrastructure (734) 247-7266 Department of Communications & External Affairs (734) 247-7052 Department of Maintenance (734) 942-5287 Department of Public Safety (734) 942-5330 Department of Operations (734) 942-3572 Department of Airport Finance (734) 955-3285 Department of Willow Run Airport (734) 485-6662

For all other telephone numbers, please refer to the Airport Directory that can be obtained from the Airport Director’s Office at the Michael Berry Administration Building or by calling (734) 942- 3550.

1.6 Building Maintenance Contacts

For building maintenance issues at the respective terminal, please contact the following:

• McNamara Terminal, please contact JLL, McNamara’s Facility Management Group, at

(734) 921-5000, or email deltaworksservicedesk@delta.com.

• Evans Terminal, please call (734) 247-8888, or email emaint@wcaa.us mailto:deltaworksservicedesk@delta.com mailto:emaint@wcaa.us

1.7 Airline Information

Please visit http://metroairport.com/flights/airline-directory for a list of Airline Contacts at DTW.

1.8 Airport Tenant Information

See Appendix 10 for a list of Concession Tenants & Contact Information.

1.9 Parking/Transportation

Employee Parking*

Concessionaire employees will park in the terminal-specific employee parking lot, dependent on which terminal they are assigned.

• Concessionaire employees who work at the McNamara Terminal will park in the McNamara South Employee Lot. The lot is located off Eureka Road.

• Concessionaire employees who work at the Evans Terminal will park in the Evans -

North Employee Lot. The lot is located on the West Service Drive.

• The lots are secure and are accessed by a badge swipe access.

Employees will be transported by an employee shuttle to the designated stops at the Terminal.

Please visit www.metroairport.com/dtw-airport-id-badges for further information.

Please contact security@wcaa.us or Tim McDonald at (734) 247-7046 for any information not found on the website.

*To coordinate management parking in the parking structure, please contact the Concessions Department.

http://metroairport.com/flights/airline-directory http://www.metroairport.com/dtw-airport-id-badges mailto:security@wcaa.us

Employee shuttle

Great Lakes Transportation Shuttle 28300 Goddard Road Romulus, MI 48174 Contact Phone number: (734) 947-0707

Ground Transportation

Ground transportation services available at the airport are listed on the airport website at www.metroairport.com.

Transportation

Metro Cab 24957 Brest Road Taylor, MI 48180 Contact Phone number: (734) 997-6500

Smart www.smartbus.org Contact Phone number: (866) 962-5515

1.10 Airport Services & Amenities

The Airport features many services for the convenience of its passengers.

Automated Teller Machines (ATMs)

• McNamara Terminal – located throughout A and B concourses. There is one full-service ATM machine on the Bridge Level at the McNamara Ground Transportation Center

• Evans Terminal - located near Gates D6, D17, D28 and in the Baggage Claim Area.

There is one full-service ATM machine on the Bridge Level at the Evans Ground Transportation Center.

Foreign Language Assistance

Translators are not present in the terminals; however, translation services are available by phone at any Airport Ambassador information booth and by contacting a Delta Air Lines Customer Service Agent (at McNamara Terminal Only).

Each Concessionaire shall incorporate standard procedures and training to accommodate Limited English Proficiency (L.E.P) persons. Each operator shall have a http://www.metroairport.com/ http://www.smartbus.org/ plan in place to translate foreign languages as stated in the WCAA Title VI Policy Statement. For Further information please follow the below link.

Title VI LEP Requirements 2024 - Concessions.pdf (metroairport.com)

This LEP requirement shall be updated annually, at a minimum.

Freedom Center

• McNamara Terminal – located near Gate A43.

• Evans Terminal - located near Gate D17.

Kids Play Area

• McNamara Terminal – located near Gates A8 and B20.

• Evans terminal – The Hydrate Play Port area is located by Gate D15.

Lost & Found The phone number for the Airport Police Lost & Found is (734) 942-3669.

Postal Services A U.S. Post Office drop box is located under the tram in the Central Link.

Religious Reflection Rooms (always open & available)

• McNamara Terminal - located on the Mezzanine Level in the central Link.

• Evans Terminal - located near Gate D17.

Nursing Rooms Private, quiet surroundings dedicated for nursing mothers. Access into each space is provided via phone call and access code (placard posted by the door). Nursing Rooms are located at the:

• McNamara Terminal near Gates A25, A53, A63 and C2.

• Evans Terminal near Gates D8, D15 and D24.

Paging & Public Address Airline gate agents are available throughout the terminals for paging within the Terminals.

You may also call the following numbers:

• McNamara Terminal – (734) 921-5000

• Evans Terminal - (734) 247-1000 https://cdn.metroairport.com/uploads/business_documents/PDFs/Concessions/Title%20VI%20LEP%20Requirements%202024%20-%20Concessions.pdf

Luggage Carts

• McNamara Terminal - available at pre-security locations. Locations include the Federal

Inspection Site (FIS) Customs Area, Domestic Baggage Claim, Ground Transportation and in the Parking Garage. Luggage carts are not permitted past security.

• Evans Terminal - available at pre-security locations. Locations include the Federal Inspection Site (FIS) Customs Area, Domestic Baggage Claim, Ground Transportation and in the Parking Garage. Luggage carts are not permitted past security.

Vending Snack & Beverage

• McNamara Terminal - located in Cores 3,5,6,7 & 8, B & C concourse and in the Bag Claim Area. as well. There is also a Coca Cola 24/7 space near Gate A36 featuring vending machine options.

• Evans Terminal - located near Gates D15, D18 and in the Baggage Claim area.

Coffee Vending is in Bag Claim and near Gate D14.

• In each location, there are snack and beverage vending machines.

Specialty Vending – located at select locations across both terminals. Available options are listed under Dine & Shop on the Airport website & directories. Variety of options available such as fresh food (Farmer’s Fridge), electronics (Istore, Bose), cosmetics/wellness (FlyGirlz, Better+), and experiential/kids (Skittles, etc).

Shoeshine Booths

• McNamara Terminal – located in Core 5 (Near Gate A36) and Core 6 (Near Gate A42)

• Evans Terminal - located across from Gate D18.

Hotel (On-Airport) Lodging at the airport is available at the Westin Hotel at the McNamara Terminal. Reservations at the Westin Hotel can be made by calling (800) 228-3000. The General Manager of the Westin Hotel is John Reed who can be contacted at (734) 229-6700.

Note: The public spaces in the Westin Hotel are not for use by Airport & Concession employees. They are intended for the sole use by guests of the Westin Hotel.

Elevated Express Tram (McNamara only) Concourse A features an Express Tram that runs the length of the mile-long concourse.

Stations are located at each end of the concourse as well as a third station in the Central Link.

Trams arrive at the stations approximately every four minutes.

1.11 Mailing Address

The mailing address for tenant deliveries to the airport is:

For the McNamara Terminal:

Name of Concession Edward H. McNamara Terminal Dockmaster - Building 830 Detroit Metropolitan Wayne County Airport 2588 World Gateway Place

For the Evans Terminal:

Name of Concession Detroit Metropolitan Airport Dockmaster Bldg 601 W Rogell Drive

For the Wayne County Airport Authority:

Wayne County Airport Authority Name of Department 11050 W Rogell Dr

Section 2.0 Tenant Operations

2.1 Hours of Operation

Concessionaires are to follow their hours of operation that have been agreed upon in the contract and as listed on our website. Agreed upon hours may change from time to time.

Concessionaires shall not deviate from them unless approved. At no time shall the concession be left unattended or “temporarily closed” during the concession’s business hours.

Operators are strongly expected to remain open beyond normal business hours if the Airport is experiencing delays, IROPS and significant numbers of passengers are in the terminals beyond scheduled hours (see Appendix 7). Extended hours during these situations often results in additional sales. The Airport does not make formal announcements when experiencing delays.

Merchants should take notice of flight information and traffic patterns. The flight information display units that provide updated flight information are located throughout the terminals.

No operators shall close or deviate from agreed upon posted hours without first communicating with the Concessions Department.

2.2 Banking

The McNamara and Evans Terminals do not feature a bank. There are ATMs located throughout the terminals (see “ATMs” in Section 1.10). There is one full-service ATM machine on the Bridge Level at each Ground Transportation Center.

Arrangements for cash deliveries/armored car services are the responsibility of each Concession Operator. Brinks, Garda, and Loomis are services that are currently badged to operate at DTW. You may choose to explore other providers or services to support your operation.

2.3 Licenses

All Business Licenses must be current and posted as required by state law. If applicable, Liquor Licenses and Certificates for Food Certified Managers must be posted in the units.

Liquor licenses must be sent to the WCAA Concessions Department for Public Safety Signature.

2.4 Employee Conduct

Detroit Metro Airport expects its concession employees to adhere to the highest level of professional standards. All employees should greet customers in a friendly and professional manner. As your employees represent your business, the Airport, and the surrounding community, employees should always display a positive attitude towards passengers and fellow employees, and project a pleasant, friendly, and attentive demeanor. When encountering an upset customer, employees should remain calm and listen carefully.

Employees should be capable of communicating clearly in English, when in contact with customers, and refrain from using foul or inappropriate language at all times. Employees should maintain appropriate eye contact and a pleasant tone of voice while conversing with customers and fellow employees.

In addition to courtesy, employees should make every effort to satisfy customers’ needs, even when those needs are outside the employee’s specific job scope. Employees need to be familiar with and adhere to their employer’s customer service policies and procedures.

Employees are expected to possess a certain level of knowledge regarding the airport and available services. Employees should be well informed and capable of providing any kind of assistance to passengers. Employees should know where and how to obtain requested information or services for the traveling public.

See Appendix 5 for additional information.

2.5 Customer Complaints

When encountering a dissatisfied customer, employees should obtain the facts; state any applicable concessions policy clearly and politely offer a solution or an adequate alternative to the customer. If unable to satisfy the customer or resolve the issue, direct the customer to the immediate supervisor. The employee handling the complaint should follow their employer’s policies and procedures regarding complaint resolution. It is your responsibility to notify WCAA Concessions of the complaint.

Please note that customer complaints are also received by the Airport’s External Affairs Department. If a complaint is received regarding a concessions issue, that complaint will be referred to Concessions and Quality Assurance (CQA). CQA will work directly with the Concessionaire regarding investigation, follow-up, and resolution.

General Airport complaints should be directed to the Airport’s External Affairs Department at

(734) 247-7052, external.affairs@wcaa.us, or via our website at https://www.metroairport.com/about-us/contact-us.

2.6 Employee Dress Code

Employees are expected to present themselves in the most professional manner. Employees should be well groomed, and clean. The appropriate uniform and accessories, as determined by the employer, should be worn at all times. Each concessionaire was required in their proposal to provide the Airport with a sample of the type of dress code or uniform for its employees. Any major deviation from the original dress code or uniform should be addressed with CQA. Merchants must always be mindful of the hair of their employees.

CQA also requires each employee to display a Name Tag, to make it more convenient for the traveling public to ask for assistance in each location.

Note: Employees are to adhere to all directives put forth by the Wayne County Health Department related to hygiene and uniforms.

2.7 Airport Identification/ Name Tag

As part of the airport security regulations passed in 2001, all Airport employees are to be issued an airport identification badge. See the policies in the ID Badging section (Section 4.4) regarding badging requirements / process. All employees should also wear company name tag.

mailto:external.affairs@wcaa.us https://www.metroairport.com/about-us/contact-us

2.8 Music

Permission to offer music within concession areas is reviewed on an individual basis. In general, in-line stores are allowed to play music from an audio system. In no case, may the volume level cause music to be heard outside your store location. CQA reserves the right to ask merchants to decrease volume, and, in the case of multiple violations, require music to be removed.

2.9 Communications Service

To establish service for Point of Sale (POS), Cable TV and/or wireless networking please contact Brad Hammond from Boingo at (586) 306-4935 or at bhammond@boingo.com.

Each unit must have an operational phone and phone #.

2.10 Advertising & Signage

No signs or other advertising of Concessionaire’s operation may be erected or installed in the Airport, including Concession premises, by the Concessionaire without the prior written approval of the Chief Executive Officer, or his designee. Any signs approved, must comply with the Airport’s current signage standards.

All signage, both inside and outside concessionaire locations must be professionally produced.

This prohibits handwritten signs and those done freehand with markers or other hand-letter applications. Handwritten signs are not allowed UNDER ANY CIRCUMSTANCE. This includes small pricing stickers, inventory tags or price sheets. If you have a question whether a particular sign is appropriate, please contact (734) 942-3751 or concessions.operations@wcaa.us.

As a rule, all signage (whether promotional or permanent) must remain within the lease line of your store. Consider placing signage at just inside of your lease line at a 45-degree angle to increase passenger sight lines.

Signage or any other materials are NEVER to be taped to the window of your store. Due to the high traffic nature of our operations, all signs should be laminated mounted to foam core or framed. Signage may be hung by monofilament line from ceiling or suction cups.

Concessionaire directory signs are posted throughout the Terminal. Any changes to the directory signage should be submitted to concessions@wcaa.us.

mailto:concessions@wcaa.us

2.11 Queuing

Tenants must comply with approved designs and queuing plans. Queuing cannot impact passenger flow in the Terminal. Customers must be accommodated within the lease premises.

2.12 Lease line/ Control Zone

The Lease line is designated by Section 3.1 of the Concession Agreement and delineated by Exhibit C of the Concessions Agreement. All tenant operations, equipment, display units, inventory, signage, etc., must be contained within the premises as outlined in the Concession Agreement. At no time are tenant operations permitted to traverse the lease line or encroach into the concourse where passenger circulation may be compromised.

2.13 Vending Machines

Concessionaires may not install or operate any vending machines within the Concession Premises or elsewhere at the Airport. CQA reserves the right to control vending machines within the Airport, including phone cards, phone card dispensers and lottery vending machines.

(See application section in concessionaire contracts).

2.14 Products & Pricing

Products Product must be displayed in an attractive manner that entices the customer to view and purchase the offerings. Displays must be replenished so that it is always appealing.

• provide products of quality at a fair price, and to

• Increase the friendliness and convenience of the airport to our guests.

• See Appendix 5 for more information regarding Performance Standards.

Pricing All concessionaires must comply with the Pricing Policy developed by the Wayne County Airport Authority. All items must have pricing displayed. See Section 3.4 and Appendix 2 of this handbook regarding the Benchmark Pricing Survey.

2.15 Concession/Airline Vouchers & Other Programs

All concessionaires must have the ability to accept and process Airline (digital and paper) & Concession Vouchers. A sample of each type of voucher is noted below.

Airline Voucher

Concession Voucher

Delta Employee Meal Voucher (McNamara Only)

WCAA Holiday Certificate

Other Programs

Priority Pass Program (external program) https://www.prioritypass.com/lounges/usa/detroit-mi-metropolitan-wayne-county

Gate Delivery Options Grab Airports | A Servy Product For Centralized Management A product of Servy, Grab is the largest e-commerce platform in airports worldwide. Grab utilizes the Servy platform to provide an omnichannel product that spans Mobile/Web, Self-Order, and Self-Checkout Kiosks, and Order & Pay at Table solutions. It creates an enhanced customer experience and provides concessionaires with access to incremental revenues and improved speed-of-service.

2.16 Smoking Policy

In cooperation with airport ordinance 6.14:

An individual shall not (a) carry a lighted cigar, cigarette, pipe or other lighted smoking device or (b) utilize an E-Cigarette in any Airport terminal or other Airport building. An individual shall not smoke or utilize an E-Cigarette in any outdoor area of the Airport designated as a non-smoking area. Notwithstanding the above, a Person may carry and operate a lighted cigar, match or lighter in a cigar bar or tobacco specialty retailer in accordance with Section 12606a of the Dr. Ron Davis Smoke Free Act, Act 188, Michigan Public Acts of 2009, being MCL 333.12606a.

2.17 General Maintenance

Concessionaire is responsible for all maintenance, janitorial and cleaning services and supplies that are necessary in the operation of the concession and for maintenance of the Concessions Premises, concession equipment and furnishings including, but not limited to, replacing light bulbs, fluorescent tubes, and starters. Concessionaires must provide for proper and adequate sanitary handling and disposal of all trash, garbage, and other refuse resulting from Concessionaire’s concession operations. Concessionaires must use suitable covered receptacles for all trash, garbage, and other refuse. The piling or stacking of boxes, cartons, barrels, kegs, bakery racks, or other similar items in an unsightly or unsafe manner is strictly prohibited. Refuse must be deposited at the trash receptacles on the AOA level and trash receptacles areas on AOA must be kept neat & clean. Concessionaire must always maintain the Concession Premises in an attractive and clean condition; free from debris, trash, or soiled cleaning supplies (e.g., rags and buckets) originating from Concessionaire’s operation or https://www.prioritypass.com/lounges/usa/detroit-mi-metropolitan-wayne-county https://servy.us/grab-airports/#:%7E:text=A%20product%20of%20Servy,%20Grab%20is%20the%20largest patrons. Concessionaire must ensure that all equipment, walls, floors, and other surfaces are cleaned daily. Concessionaire must keep the Concessions Premises and public areas around the Concession Premises free of hazardous conditions originating from Concessionaire’s operations. Any spills must be cleaned immediately. Use of moving walkways in the terminals is strictly prohibited.

a) Pest Control and/or Extermination: The Concessionaire is responsible for the pest control and extermination of their units in accordance with Airport Authority standards.

Currently, the Airport Authority has a designated pest control service (Ehrlich & Orkin).

The Concessionaire is required to use this or any other future service provider and will be billed a monthly fee for this service. If the Airport Authority cancels this service, the Concessionaire is responsible to find a provider for their location(s).

b) Grease Management: The Concessionaire is responsible for the management of grease at their units in accordance with Airport Authority standards. Currently, the Airport Authority has a designated grease management (Bradford CRDC) and drain treatment service (Eganix). The Concessionaire is required to use this or any other future service provider and will be billed a monthly fee for this service (only Eganix currently). If the Airport Authority cancels this service, the Concessionaire is responsible to find a provider for their location(s).

2.18 Performance Standards

The Concessionaire must comply with the Airport Authority’s Performance Standards for concessions. It is designed to ensure that the traveling public and other Airport visitors receive the highest level of service. CQA will conduct regular audits and may engage “mystery shoppers” to evaluate Concessionaire’s performance in accordance with service and employee standards. The documents detailing Concession Performance Standards are in Appendix 5.

Section 3.0 Reporting Requirements

3.1 Monthly Gross Sales Report

Each tenant is required to submit a Monthly Gross Sales Report by the 7th of the following month. This report is to be submitted to Airport Finance in the required format. This report is to be prepared and signed by an individual who is directly responsible for the Concessionaires’ Finances. The Monthly Report must be submitted to Airport Finance in the Revenue Management System. Please email AR@wcaa.us to be set-up in the system.

3.2 Annual Statement

Within 90 days of the close of the calendar year each concessionaire must provide a Certified Annual Statement prepared by the concessionaire’s independent CPA. The Certified Audit is due April 1 and considered late if not received by April 15. A fine may be assessed if the Annual Audits are received after the April 15 deadline. Please send all Certified Annual Audits to concessions@wcaa.us

3.3 Periodic Statement

Concessions and Quality Assurance can request a Profit / Loss Statement at any time. The statement is due within 30 days of a written request.

3.4 Market Basket Survey

As part of the Airport’s Pricing Policy, Concessionaires must submit Market Basket Surveys at least twice a year, on dates as determined by the Concessions Department. A fine may be assessed if the Market Surveys are received after the deadline. The surveys are completed to compare the Concessionaire’s prices for the same or similar items sold according to the Pricing Policy, and as approved by the Concessions Department. Please use the criteria and forms in Appendix 2 to conduct your Market Basket Survey.

mailto:concessions@wcaa.us

3.5 Audits & Maintenance Reports

Concessionaires are required to send a maintenance report as needed on the 1st of every month and is considered late if not received by the 15th of that month. A fine may be assessed if the reports are received after the 15th deadline. A list of the repairs and general upkeep that has been performed on the unit during the month needs to be in the report. This is to ensure measures are being taken to keep the general workings of the unit in good repair.

The Concessions Department shall monitor the Concessionaire’s compliance with cleanliness and overall facility appearance, by performing at least four formal audits a year, as well as random & informal walk-throughs. The purpose of the audits is to have a second pair of eyes see what your guests see when they enter your establishment. Items that need attention with cleaning or need repaired/replaced will be the focus of the audits. Concessionaires are expected to take care of these issues in a timely manner as to where they will not show up on the next audit.

3.6 Transactions & Averages

Transactions and averages shall be reported monthly to the Concessions Department.

3.7 Airport Concession Disadvantaged Business

Enterprise (ACDBE) Reporting

Pursuant to Section 2.10 of the concessions contracts, Concessionaires agree to meet an Airport Concession Disadvantaged Business Enterprise (ACDBE) goal as established by the Wayne County Airport Authority, or if the goal is not met, to document adequate good faith efforts to meet the goal for the term of the agreement. Failure to meet the goal or provide adequate good faith efforts to do so will be sufficient cause for the Airport to terminate concession agreements.

ACBDE reporting is required by the Concessionaire to track ACDBE achievement for the Airport Authority to report yearly to the FAA the level of ACDBE participation achieved. The Concessionaires must submit a complete ACDBE Certified Monthly Participation Statement (MPS) which is due by the fifteenth (15th) day of each following month. The MPS received thirty

(30) or more days late will result in the Concessionaire being designated as “non-compliant”.

You may contact Business Diversity via email at business.diversity@wcaa.us.

mailto:business.diversity@wcaa.us

Section 4.0 Safety & Security

4.1 Security

Airport security is a priority at airports across the country. Concessionaires are required to comply will all Local, State, and Federal Regulations. For additional information regarding security, please contact the Airport Response Center at (734) 942-5304.

Concessionaires are not allowed to utilize the DTW Destination Pass Program as a method of employee badging.

4.2 Medical Emergencies

If an employee or passenger needs medical attention, PLEASE DIAL 911.

Defibrillator Locations

The Defibrillator cabinets have identification screened on the glass, and usually are immediately above fire extinguishers. The cabinets say “Lifepak Emergency Defibrillator” and “Warning For Use by Trained Persons Only”.

There are 33 Defibrillators located throughout the McNamara Terminal, located as follows:

8 on the FIS level 2 in domestic bag claim 11 on the gate level of Concourse A 1 on the bridge (gate) level of terminal 2 on level 4 of the Ground Transportation Center 4 on the ticketing level of Terminal 1 on Central Tram station of Concourse A Concourse B &C Rotunda in hallway near escalators 1 at Gate B1 1 at Gate B 13 across from Coffee Beanery 1 at Gate C2 across from News stand 1 at Gate C12

There are 29 Defibrillators located through the Evans Terminal, located as follows:

D4- Gate Level D28- Apron Level D4- Apron Level North/South end of Ticketing D8- Gate Level GTC Cross Walk D10- Gate Level GTC Lobby Road D12- Gate Level GTC Lobby Blue Deck D12- Apron Level Baggage Claim American Airlines D15- Gate Level Baggage Claim South Escalator D16- Gate Level FIS Baggage CBP office D18- Gate Level FIS Hallway North D20- Apron Level FIS Moving walkway D21- Gate Level FIS Hallway South D23- Apron Level Baggage Make-Up Elevator 6 D24- Gate Level North end hallway Elevator 13 D28- Gate Level Dockmaster Apron Level

Training on the use of the defibrillator and cardio-pulmonary resuscitation (CPR) is available through the Airport Fire Department. Please contact Darlanda Haywood at (734) 942-3602 for additional information.

4.3 Reporting Concerns

It is in the best interest of every airport employee, including those working for concessionaires, to ensure that Detroit Metro Airport is a safe workplace and a safe place to visit. All employees are asked to report any incidents that might threaten the safety of DTW’s employees or guests.

This may include, among many other things, the following:

• Spills

• Bathroom problems

• Ceiling/roof leaks

• Non-functioning elevators/escalators

• Buckled carpeting / flooring concerns

• Bare electrical wires

• Pest/Rodent Observations

At the McNamara Terminal, please call JLL, McNamara’s Facility Management Group, at

(734) 921-5000, or deltaworksservicedesk@detla.com.

At the Evans Terminal, please call Dantec, Evans Terminal janitorial services, at mailto:deltaworksservicedesk@detla.com

(734) 247-1000. Please call WCAA Maintenance (734) 247-8888 to report concerns, if Dantec cannot be reached.

For any types of incidents or injuries that occur within or around your unit (that may pose a risk management concern), please report them on your company’s incident report form to concessions.operations@wcaa.us.

4.4 ID Badging

All employees at Detroit Metro are required to carry an official Detroit Metro/FAA approved badge.

Please visit www.metroairport.com/dtw-airport-id-badges to find all forms and information.

Please contact the Credentials Office at security@wcaa.us or Tim McDonald (734) 247-7046 with additional questions.

4.5 Policy on Banned and/or Restricted Concession Items

The list of items restricted by the Department of Homeland Security can be found on the web page www.tsa.gov. Procedures and the items that are restricted change frequently, so refer to this page for updates. Reference Appendix 3 http://www.metroairport.com/dtw-airport-id-badges mailto:security@wcaa.us http://www.tsa.gov/

Section 5.0 Tenant Construction

5.1 Required Approvals & Permitting

During the term of agreement, concessionaires are not allowed to make any improvements, additions, or alterations to the concession premises, including the initial build-out and subsequent refurbishment of the concession premises, without prior written approval of the CEO, or his designee.

Prior to the construction of any fixed improvements, Concessionaires must submit all plans and specifications for such work to the Wayne County Airport Authority Construction & Alteration Permits Department for written approval.

Any approved improvements, additions or alterations to the concession premises must be made at the concessionaire’s own expense and only after concessionaire has obtained an Airport Construction or Alteration (C/A) Permit from the Construction & Alteration Permits Department.

All tenant construction must comply with the Tenant Design Criteria Manual (TDCM) and the Concessions Agreement.

5.2 Permit Process

Any construction work, other than routine maintenance, requires a Construction or Alteration (C/A) Permit issued by the Wayne County Airport Authority. For additional information regarding the C/A Permit application process, please contact mailbox.permits@wcaa.us

5.3 Signage

No signs may be erected or installed on the Airport, including at the Concession Premises, by the Concessionaire without the prior written approval of the CEO, or his designee. Any signs approved by the CEO must comply with the Airport’s current signage standards as described in the TDCM. (See the applicable section in each Concessionaries Contract)

Signs that are changed or new installations that are made without prior permission are subject to removal.

mailto:mailbox.permits@wcaa.us

All signage (whether promotional or permanent) must remain within the lease line of your store. Consider placing signage at just inside of your lease line at a 45-degree angle to increase passenger sight lines.

Section 6.0 Dockmaster Centralized

Receiving & Distribution Centers

6.1 Approved Hours of Operation & Services

McNamara Terminal CRDC Hours of Operation Monday - Friday: 4:00am – 4:00pm (receiving ends at 12pm) Saturday: 4:00am – 12:00pm (receiving at 10am)

Contact:

Deshawn Moore (734) 247-4300

Mailing Address:

Edward H. McNamara Terminal Dockmaster – Building 830 Detroit Metropolitan Wayne County Airport 2588 World Gateway Place

Evans Terminal CRDC Hours of Operation Monday – Friday: 5:00am – 12:30pm Saturday: 5:00am – 8:00am (suspended temporarily)

Contact: Tim Barclay

(734) 413-5500 dtwdockmaster@airportlogistics.org

Mailing Address:

Dockmaster Detroit Metropolitan Airport Bldg 601 W Rogell Dr.

mailto:dtwdockmaster@airportlogistics.org

Deliveries BAL DTW Centralized Receiving and Distribution Center (BAL DTW CRDC or CRDC)

Airports are becoming like mini cities which require the consumption of a variety of materials.

Under the traditional airport operating model this results in hundreds of daily and weekly delivery trucks and delivery personnel servicing the airport.

Under the Centralized Receiving and Distribution Center concept all supplier trucks and parcel carriers are diverted to a Central Facility for an enhanced safety and security environment on the airport campus.

The types of materials and to whom the goods are destined consists of:

• Types of Consumable Materials: retail products, clothing, newspapers, publications, food product (fresh/prepared/frozen), beverages (water/soda/beer/liquor/wine), duty free goods, custodial, office supplies, light equipment/displays, uniforms/linens, engineering goods, maintenance materials, vending machine goods, parcels, currency, etc.

• Destined to: the list encompasses an all-inclusive list of airport stakeholders: the airport itself, concessionaires (food, beverage, retail, news/gifts, specialty, vending), airlines and their clubs, TSA, FAA, Customs/Immigration, airport police, airport authority stores, parcel carriers, custodial firms, repair & maintenance firms, and many other types of 3RD party contractors.

Bradford Airport Logistics (BAL aka Dockmaster) operates the CRDC in support of DTW Concessionaires and Tenants.

All Concessionaires operating in the DTW Terminals are directed to contact BAL to ensure their authorized goods and material vendors information (Name of company, physical address, landline telephone number, company representative (CR), CR contact information) is on record at the BAL DTW CRDC (McNamara or Evans Terminal). Only vendors of record will be permitted to deliver material to CRDC.

Scheduled dock times are used for inbound supplier material deliveries into the central facility to produce a smooth and constant flow of vehicles and materials. There is also precisely controlled timing of material outbound distribution from the central facility to the various airport tenants to make the redistribution relatively invisible to the travelling public. Goods and materials should no longer interfere with passengers in airport corridors and no longer block store entrances and shelves (a common condition at airports today).

AMIS™ further forces the efficient management of return items (kegs, carts, etc.) and reverse logistics – types of materials that have a habit of remaining too long in the terminal. These types of occurrences are negative impacting passenger events that can be turned into a positive while also improving the shopping experience and retail revenue generation engine.

Vendor Performance – on-time compliance, material presentation (includes temperature sensitive goods) compliance – is captured on a per delivery basis and is available for concessionaire review through the BAL Extranet Portal®. The Extranet® is the concessionaires’ access point to the BAL material management system AMIS™ which allows visibility to the status of vendor deliveries to the CRDC, anticipated BAL deliveries to Concessionaire, and the status of Concessionaire Return Material to Vendor.

The key to a successful operation is communication, if you have any questions, please contact Bradford Dockmaster.

Helping Airports Run Great!

Section 7.0 Cleaning, Maintenance & Trash

Removal

7.1 Frequencies, Guidelines and Requirements

Listed below are some of the tasks performed by JLL DetlaWorks and Dantec, (Or their subcontractors which may impact the concessions):

a) Trash compactor box (Dumpster) change or emptying frequency schedule.

b) Wash down the compactor room when the compactor box is removed.

While JLL DeltaWorks and Dantec are responsible in their respective terminals for the cleanliness of the concourses and the maintenance of the trash compactor areas, the Concessionaires generate significant quantities of waste which is moved through the concourses and disposed of in the trash compartment areas provided. Trash must be conveyed to the compactor room in a leak proof container. (Gondola or covered container on wheels) No grease should ever be put in a trash bag or compactor. Often, concession utility personnel spills trash, garbage or leave marks on the floor, while disposing of their wastes. It is imperative that the Concessionaires participate in the maintenance, policing, and clean-up effort at all trash compactor areas. Spills or marks on the floor generated while transporting refuse from the individual concessions through the concourses and on to the trash compactor room shall be immediately policed and cleaned by the concession staff rather than relying on the facility teams. Use of moving walkways in the terminals is strictly prohibited.

Trash compactor doors need to be closed before leaving the area & always compact trash after using the facility. All cardboard boxes must be disassembled & placed in the trash compactor.

Glass bottles must be placed in a container in designated pick-up areas in the hallway for Bradford to collect (suspended until further notice.)

If the trash compactor needs to be power washed or cleaned due to grease or other factors the costs will be incurred by the Concessionaire responsible. If the trash compactor is full or not operational, please contact:

• For the McNamara Terminal: JLL (734) 921-5000 or scan the QR Code located near the door. This will notify the JLL Facility Team of the issue with the room.

• For the Evans Terminal: Dantec (734) 247-1000.

The concessions shall not store garbage (whether contained in a gondola or otherwise); food products or other items in the trash compactor rooms or in the rooms prior to the compactor rooms. Refuse collected and removed from the concessions shall be immediately moved to the trash compactor room and disposed of in the compactor. Gondolas full of garbage shall not be stored on the apron outside of the Terminal Facilities. Doing so could result in an aircraft Foreign Object Debris (FOD) problem.

Grease will be picked up by Bradford Logistics at a set time designated for your unit. All pickups are to be scheduled with Bradford and approved by Bradford. All equipment needs to be turned off at night, especially fryer units. Grease product from the grill, grease trap or hood units need to be placed into container(s) supplied by Bradford. Grease is never to be placed down drains or in trash bags. Any employee or manager found in violation of not properly disposing of grease in their unit or trash compactor will be disciplined accordingly, with possible fines/penalties assessed to the company.

Note: Trash & Recycling containers in the terminal areas are not for use by Concessionaires.

All concessionaires must purchase a Gemini XL cart to transport product from their storage area to their unit. The carts can be ordered by phone at (800) 624-5463 Gemini XL Patent# D475,167S and comes with pneumatic wheels. Concessionaires must purchase trash receptacles to transport trash from the unit to the compactors. Use of moving walkways in the terminals is strictly prohibited.

If a Concessionaire is required to install a grease trap as part of the Construction & Alteration Permit Process the Concessionaire must also provide an installation of a bio-remediation product dispenser. Bio-remediation dispenser must provide automatic product injection for a minimum of thirty (30) days. Bio-remediation dispenser must be maintained as required. The type of bio-remediation product must be approved by the Airport Authority prior to installation.

Grease traps must be properly inspected and/or cleaned on a regular basis as approved by the Airport Authority. The inspection and/or cleaning of grease traps may require a specialized contractor.

JLL DeltaWorks and Dantec are responsible for all building maintenance issues with some minor exceptions. They are not responsible for facility maintenance within the concession space. This is the tenant’s responsibility.

• At the McNamara, the JLL “Help Desk” phone number is (734) 921-5000.

You may also scan the QR Code located near the area/room/door for the reported concern.

• At the Evans Terminal, the Dantec “Help Desk” phone number is (734) 247-1000.

• The Maintenance “Help Desk” phone number is (734) 247-8888.

7.2 Storage Spaces & Deliveries

Storage Space If the Concessionaire has an assigned storage room, the following shall apply:

A. The smoke detector shall be reprogrammed with the proper tenant & location.

B. A red line shall be painted 8 feet from the floor if it is an open ceiling space. Minimum

18-inch clearance from the ceiling & fire sprinkler heads must be maintained.

C. A sign on the storage room door shall be placed & state the following:

(Who is occupying the space, contact number, the name & space number of the store that the storage room is assigned. *Fire Marshal Requirements)

D. Hallways outside of storage rooms are not the property of the Concessionaires and must be kept clean & free of Concessionaire property.

E. Storage rooms shall be kept clean, and merchandise stocked in an orderly fashion.

F. Storage Rooms are not to be used as dedicated office space.

Deliveries Deliveries shall be scheduled and received in accordance with Dockmaster procedures. No merchandise/produce should go through the public screening checkpoints. Please contact Bradford Logistics to schedule deliveries.

Special pick-up request arrangements must be made through Bradford Logistics. All pick-ups must be palletized according to Bradford Logistics standards.

7.3 Environmental Liability

A. Definitions “Environmentally Regulated Substances” means any element, compound, pollutant, contaminant, toxic, or other hazardous substance, material or waste, or any mixture thereof, designated, referenced, regulated, or identified pursuant to any Environmental Law.

“Environmental Law” means any common law or duty, case law or ruling, statute, rule, regulation, law, ordinance or code whether local, state or federal, that regulated, creates standards for or imposes liability or standards of conduct concerning any element, compound, pollutant, contaminant, or toxic or hazardous substance material or waste, or any mixture thereof or relates in any way to emissions or releases into the environment or ambient environmental conditions, or conduct affecting such matters.

B. Indemnification Concessionaire hereby indemnifies and agrees to defend, protect and hold harmless the Airport Authority Indemnitees (as herein defined) from and against any and all losses, liabilities, fines, charges, damages, injuries, penalties, response costs, or claims of any and every kind whatsoever paid, incurred or asserted against, or threatened to be asserted against, any Airport Authority Indemnitee, in any way relating to or regarding, directly or indirectly, Environmentally Regulated Substances or Environmental Laws, including all related claims or causes of action at common law or in equity which arise from or relate to the Concession Premises (hereinafter “Environmental Claims”); such matters will include, without limitation (1) all consequential damages; (2) the costs of any investigation, study, removal, response or remedial action, as well as the preparation or implementation of any monitoring, closure or other required plan or response action; and (3) all reasonable costs and expenses incurred by any Airport Authority Indemnitee in connection with such matters including, but not limited to, attorney’s fees and reasonable fees for professional services or firefighting or pollution control equipment related to spills. Concessionaire further agrees to defend, protect, indemnify, and hold harmless any Airport Authority Indemnitee for any such matters arising out of or relating to this Section herein. Such indemnification and Concessionaire’s obligations hereunder shall survive cancellation, termination, or expiration of the Term of this Agreement.

C. Compliance with Environmental Laws Concessionaire shall keep and maintain and shall conduct its operations at the Airport in full compliance with Environmental Laws. Concessionaire shall further ensure that its employees, agents, contractors, subcontractors, and any other persons conducting any activities on the Airport related to the Concessionaire will do so in full compliance with all Environmental Laws. By virtue of its operational control of the Concession Premises, Concessionaire shall be responsible for obtaining all necessary government permits or other approvals required by Environmental Laws in its name.

D. Notification Concessionaire shall immediately notify the Airport Authority in writing of any matter that might give rise to an Environmental Claim, or if Concessionaire obtains knowledge of any release, threatened release, discharge, disposal or emission of any Environmentally Regulated Substance in, on, under or around the Concessions Premises that are not in full and complete compliance with all Environmental Laws, Concessionaire shall promptly notify the Airport Authority.

E. Right to Take Action The Airport Authority shall have the right, but not the obligation or duty, to join or participate in, including if it so elects as a formal party, any legal or administrative or equitable proceedings or actions initiated by any person or entity in connection with any Environmentally Regulated Substance, Environmental Law, Environmental Claim pertaining to Concessionaire’s operations at the Airport,…