Duty_Free_Store_Retail_Standards.pdf

Duty Free Store

Retail Service Standards

Exterior:

Building exterior is well-maintained and surfaces are treated to protect against deterioration. Roofs, gutters and downspouts are well-maintained and clear of obstructions. Rooftop ventilation and other systems are well-maintained and operational.

Pathways, sidewalks, ramps, steps, and stairs are unobstructed. Surfaces are well-maintained and free of tripping and slipping hazards. Hand railings are well-maintained and sturdy enough to support visitor use.

Lighting is adequate and appropriate. Light fixtures are well-maintained and operational.

Loading docks and delivery areas are neat, well-maintained and screened from public view.

Sufficient trash containers are conveniently located. Waste does not accumulate in trash containers to the point of overflowing.

Interior:

Store entrance and waiting areas are appropriately furnished, clean, and well-maintained.

Floors, walls, and ceilings are clean and well-maintained. Doors, windows, and screens are clean, operational, and fit adequately to exclude rodents and insects. Windows and doors do not have excessive signage.

Aisles are sufficiently wide to accommodate 2-way foot traffic and wheelchairs. Aisles are uncluttered and free from obstructions and tripping hazards. Aisle signs are visible, accurate, and numbered.

Restrooms are clean, ventilated, well illuminated, and well-maintained. Restrooms have hot and cold running water. Toilets, sinks, and urinals are clean, free of stains and chips, and operational. Toilet tissue and disposable towels or hand dryers are available. Soap is provided. The disposal containers are clean and emptied at least daily. A cleaning inspection log is maintained and posted.

Lighting is adequate and appropriate for the retail type. Light fixtures are clean and operational, with no empty sockets or burned out bulbs.

Public spaces are adequately ventilated and maintained at a temperature consistent with visitor comfort.

Shelving and display fixtures are clean, well-maintained, and suitable to the retail type.

Displays are secure and adequately balanced.

Storage areas within view of the public are neat and clean with appropriate access signage. Products are stored to prevent damage or spoilage. Backroom storage areas are neat and clean.

Offices are neat, clean, and well-maintained.

Safety:

Emergency exits and routes are marked and unobstructed.

Operational smoke detectors are present in compliance with NFPA standards. Battery-operated detectors are tested monthly and batteries are replaced at least yearly.

Fire alarms and pull boxes are visible and accessible.

Fire extinguishers are accessible, signed and correctly located, with operating instructions and current inspection tags.

A first aid kit is available, stocked, marked, and staff can easily locate the kit.

Security cameras are discreet and professionally installed.

Products in customer areas are shelved, displayed, or stored so they are not falling or tripping hazards. Products that present safety risks are placed out of children’s reach. Out of reach merchandise has appropriate staff assistance signage. Products that present security concerns are stored or displayed in areas that are monitored or controlled by concession staff.

Accessibility:

Retail facilities and services meet the requirements of the Americans with Disabilities and

Architectural Barriers Acts and all other applicable laws related to accessibility.

Merchandise:

Merchandise is arranged in a neat and organized manner throughout the retail area. Item labels face the customer. Displays highlighting featured merchandise and other promotions are appropriate and professional in appearance. Promotions are current.

An adequate supply and appropriate selection of product types and sizes is available.

Merchandise is properly labeled with price.

Items are neat, undamaged, and rotated on a regular basis. Boxes, cans, and other packaging are in adequate condition.

Personnel:

Customers are greeted by staff. Employees are knowledgeable about the merchandise available.

Facilities and services are sufficiently staffed to prevent avoidable delays in service.

Employees project a friendly and helpful attitude, and are capable and willing to answer customer questions. Employees are proactive in solving issues, ensuring customer satisfaction, and anticipating customer needs.

Employees present a neat, clean, and professional appearance.