NEW TOWNE MALL MERCHANT MANUAL

NEW TOWNE MALL
MERCHANT MANUAL

Welcome to New Towne Mall! It is truly a pleasure to have you as a part of the New Towne Mall
collection of retailers that comprise the mall.
We hope that this Retailer Handbook will provide you with the information you need concerning
the operation and marketing of the mall. If you have any questions after reading this manual,
please feel free to stop by the mall office to meet with me or any member of my team. We wish
you much success.
Sincerely,
New Towne Mall
GLIMCHER PROPERTIES LIMITED PARTNERSHIP
Dawn Richter
General Manager
New Towne Mall Merchant Manual 1

Welcome to New Towne Mall!
As the mall’s Management Team, our mission is to provide shoppers and retailers with the
highest level of cleanliness, security, and friendliness. Our goal is to provide shoppers and
retailers with a memorable experience so that they have no reason to shop or do business
anywhere else.
Mall Management Team
General Manager ……………………………… Dawn Richter
Marketing
Marketing Director ……………………………… Kristie Holmes
Maintenance
Operations Services Manager ……………………………… Carl McPeak
Assistant Maintenance
Supervisor ……………………………… Tom Vaughan
Specialty Leasing
Specialty Leasing Manager ……………………………… Cheryl Rini
Security
Director of Public Safety ……………………………… Terry Hamlin
Administrative Staff
Administrative Assistant ……………………………… Diana Stingel
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Location:
The Mall Management Office is located just off the Food Court
Telephone: 339-8701
Fax: 339-7374
Website:
www.newtownemall.com
Mailing Address:
400 Mill Ave SE
New Philadelphia OH 44663
Office Hours: Monday-Friday 8:00 a.m. – 5:00 p.m.
Saturday and Sunday
There is always a member of
management here – stop at Guest
Services to locate.
Rent Payments
Rent Payments are due by the 1st of each month. Rent Payments should be mailed to:
New Towne Mall
Lock Box 1342
Columbus OH 43260
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IMPORTANT TELEPHONE NUMBERS
Mall Office 339-8701
Mall Office Fax 339-7374
Security 447-1623
New Philadelphia Police Department 343-4488 For emergencies, dial 911
New Philadelphia Fire Department 343-4432 For emergencies, dial 911
Tuscarawas County Health Department 343-5555
American Electric Power 800-672-2231
GTE 800-483-5600
New Philadelphia Post Office 343-3135
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GENERAL INFORMATION
Conduct of Business
Individual stores shall conduct their businesses at all times in a high-class and reputable manner,
maintaining at all times a full staff of employees and a full and complete stock of merchandise.
Hours of Business
Mall management has established the normal hours of the mall to be:
Monday through Saturday …………………………………. 10:00 a.m. – 9:00 p.m.
Sunday …………………………………. 12:00 p.m. – 6:00 p.m.
All tenant stores are required to remain open the full extent of these hours, without exception.
Holiday Hours
The New Towne Mall is closed the following holidays:
Easter Sunday
Thanksgiving Day
Christmas Day
The New Towne Mall Management Office will announce any changes in normal hours by memo
in advance of nationally observed holidays. Unless a memo stating a change is received, regular
mall hours will remain in effect.
Display Windows
Display of merchandise shall be well-lighted during all mall business hours and at least one half
(1/2) hour thereafter, and during such non-business hours as the mall is open to the public. The
mall will be open to the public from 10:00 a.m. – 9:00 p.m.. Monday through Saturday 10:00 a.m.
– 9:00 p.m. and Sunday 12:00 p.m. – 6:00 p.m.. Doors open at 9:00 a.m. on weekdays and at
11:00 a.m. on Sundays for mallwalkers.
Lease Line
All merchandise activities are to be restricted to the tenant side of the lease line. This includes
the positioning of signs, sale racks, stanchions, tables and volume of music. Objectionable
noises or odors in the leased premises shall not be allowed. Tenant shall not use the areas
adjacent to the leased premises for business purposes.
In no event shall tenants, agents, or employees use the common areas for display of
merchandise. Nor shall they solicit business in the parking lot or other common areas e.g.,
distribution of any hand bills or other advertising materials.
Vending
Tenant shall not permit the operation of any vending machines or pay telephones on the leased
premises.
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Customer Service Center
The Customer Service Center is located in the mall management office. New Towne Mall offers a
wide variety of services for our shoppers such as information on store locations and the
services/merchandise they provide, answering incoming phone calls to the mall, contacting
Security for any related situations and lost and found. Following is a brief description of additional
services provided by Customer Service.
Mall Gift Certificates
New Towne Mall offers gift certificates that can be redeemed in any of its 65 stores, services and
eateries. Best of all, mall gift certificates never expire making them the ultimate gift solution for
those hard-to-buy-for friends and relatives on your giving list. Gift certificates can be purchased in
any denomination. They come ready for gift giving and can be paid for by cash, check or credit
card. When redeemed in your store, these certificates can be treated like a check and included
with your daily bank deposit.
Strollers/Wheelchairs
Wheelchairs are available at Customer Service; strollers are available on a self-service basis in
Center Court. Tandem strollers, infant strollers and toddler/infant combo strollers are available.
Both strollers and wheelchairs are complimentary. There is no charge, other than the deposit, for
this complimentary service.
Sprinkler Heads
Please be advised that each store must keep an 18” clearance from all sprinkler heads. This is in
accordance with the National Fire Protection Act and the New Philadelphia Fire Department.
Pest Control/Grease Traps
For your convenience, we have contacted several companies that can take care of pest control
and grease trap requirements. Please keep in mind, these services must be performed in
accordance with your lease. The Maintenance Department will conduct monthly inspections and
will require you to provide proof of compliance. Both pest control and grease trap cleaning should
be performed on a monthly basis. For pest control call: Action Now Pest Control. For grease
traps contact the company of your choice.
Maintenance Checks
Store managers will be notified of unacceptable maintenance conditions. If not corrected within a
reasonable length of time the mall will take action to correct the conditions and the individual
stores can be billed accordingly.
Fire Extinguishers
All store are required to have an appropriate fire extinguisher(s) in good working order at all times
as required by the local fire codes.
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Roof Leaks
Should you have a roof leak, please report it IMMEDIATELY to the mall office. Our maintenance
personnel will inspect it to determine the cause of the leak. If it is the mall’s responsibility, the
roof area will be repaired by the mall. No contractor will be sent to the roof area without checking
in with the mall management office.
General Maintenance
Store premises (including the service areas adjacent to the premises, show windows, etc.) shall
be kept orderly, neat, safe, clean and free from rubbish and dirt at all times.
Trash Procedures
Each store is responsible for their own trash removal. The New Towne Mall does recycle
cardboard. Close compactor door and push the start button. After cycle has completed, check
hopper. If not fully compacted, repeat compacting. Please check with the mall office as to the
location of the compactor for your store.
Trash articles of any type are not permitted in service hallways at any time day or night. This is a
fire hazard and violates fire code.
Roof Access
All service representatives needing roof access must first check in at the mall management office
during business hours, Monday through Friday, 8:00 a.m. – 5:00 p.m. The service technician
must sign the roof access log and leave some form of identification, either a driver’s license or ID
tag with the mall secretary. A pass will then be issued. Mall security or maintenance will then be
paged to open the appropriate roof hatch. Upon return to the mall management office, mall
security or maintenance will be paged to the roof top to check the area where the service
technician has visited for damage or debris. Once the area has been inspected, the technician
will sign out and return the roof access pass. The mall secretary will photocopy the service report
to be placed in your store’s preventative maintenance file. The mall secretary will then return the
identification to the service technician.
Smoking Policy
For the comfort and safety of shoppers and retailers, The New Towne Mall is a smoke free
environment. While each retailer regulates his own policy within the leased area, all corridors and
common areas are smoke free. Ash trays are located near mall entrances.
Changes in Store Management
Please notify the mall office immediately if your store has any changes in management
personnel. The office keeps a confidential record of manager’s and assistant manager’s
telephone numbers for emergency purposes.
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Signage
Store Management will not place or cause to be placed on any exterior door, wall or window any
advertising matter or other things of any kind or any hanging of signs within five feet of any such
window or door without mall management’s prior written consent. Please refer to your lease
Section 9:04 for verification.
All signs located in the interior of any store shall be in good taste so as not to detract from the
general appearance or reputation of the store and shopping center. Signs TAPED to the front
windows, store fronts or columns adjacent to concourses are NOT permitted. All hand lettered or
otherwise unprofessional signage will be removed by mall management. All signage should be
professionally lettered and maintained in good condition and repaired at all times. The following
type of signs are prohibited:
Illumination
1. Paper signs and/or stickers utilized as signs
2. Signs of temporary character or purpose
3. Outrigger signs
4. Moving or pylon signs
5. Vinyl banners (with or without grommets)
No flashing, moving, flickering and/or blinking illuminations, animation, moving lights shall be
allowed. Black lights, strobe, flashing or spinner chase type lighting is prohibited.
Food Court Trays
Food Court trays are provided both for your convenience and that of our shoppers. Please return
all trays to the Food Court area after each use.
Remodeling/Construction
Prior to remodeling or beginning any form of construction in your store you must first contact the
mall office. Please do not proceed without approval from mall management. Refer to Section
9:03 of your lease for further details and information. If you have any questions, please feel free
to contact the Operations Services Manager.
Soliciting, Demonstrating, Etc.
It is the policy of New Towne Mall that no one, including mall merchants, shall sell any item,
collect money, pass out information or literature or solicit in the public areas without first
contacting the mall office for permission. For more information, please refer to your lease Section
16:02. This policy is on file in the mall office should you wish to review it.
Deliveries
All store deliveries must be received through the service entry doors where applicable. Both
doors should be propped open and then closed immediately when the delivery is finished. This
will prevent damage to the doors and loss of heat/air from the climate controlled service area.
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Safety and Prevention
If you notice a spill (wet or dry) outside of your store in the common area, please call the
Customer Service at 339-8700. A maintenance employee will respond promptly to clean up the
area.
Heating and Air Conditioning
If you have a problem regarding the heating and air conditioning within your store, our
maintenance department will be happy to discuss the problem, and will supply you with the name
of a reputable repair service should the need occur. Keep in mind that any repair person for
heating and air conditioning repair will likely need roof access. Anyone requiring roof access
must first sign in at the Mall Management Office and present the work order which shows the type
of repair to be made or the type of preventative maintenance to be performed. The Operations
Department will in turn make a copy of the work order and put in your preventative maintenance
file. A Preventative Maintenance Program for your HVAC unit must be in place. Constant
temperature of no higher than 72 cooling and no lower than 68 heating must be maintained as
per Section 10:02 paragraph E of your lease.
Maintenance Department
New Towne Mall Maintenance Department will gladly advise you in regard to any unusual
maintenance condition that may occur in your store. Please call the mall office. If your store
requires a plumber or electrician, you must contact these people directly. Mall maintenance
personnel report directly to the mall management team. Please do not request assistance from
the maintenance staff for such items as changing light bulbs, cleaning windows, etc.
Banking Information
Bank One 364-7243
Belmont National Bank 343-5518
Citizens Bank 343-4413
First Federal Bank 308-5555
First National Bank 339-1150
Huntington National Bank 343-2527
National City Bank 339-7257
Postal Information
Post Office boxes are located in the corridor next to the Food Court. It is the first door on the right
when you enter the corridor. To get a Post Office box you must contact the New Philadelphia
Post Office – 343-3135.
Closing Due To Elements
The decision for the closing of the mall due to inclement weather conditions will be made by the
General Manager of the mall. When the decision to close has been made, you will be notified via
the MallFone Alert system; otherwise, tenant stores have a lease obligation to remain open.
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Tenant Inspection Guidelines
Clean, attractive and professionally displayed stores are of critical importance to the mall’s image
and the overall success of the mall. Periodic inspections of tenant stores will be conducted by
mall management to ensure that the highest standards of retail management are being
maintained. Your cooperation in the following areas will assure you of a favorable report:
1. Signs - Professionally printed and properly lighted
2. Lighting - Interior, exterior and exit lights should be in
proper working order.
3. Furniture/Fixtures/Flooring/Carpet - All should be clean and in good condition.
4. Fire Regulations - Stores should ensure that all fire
requirements are being satisfied as they relate to properly
inspected and charged fire extinguishers, exit lights,
sprinkler head clearances, electrical cord overloads and back rooms free of
debris.
Generally speaking, tenants should comply with and observe all rules and regulations established by mall
management as from time to time they become necessary to maintain the “quiet enjoyment” of any other
occupant or tenant of the mall.
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Marketing
The mission of New Towne Mall Marketing Department is to increase sales and traffic for all
retailers in the mall.
There are many varied ways you can take advantage of the services offered by the Marketing
Department. Following is a list of some of the opportunities available to retailers:
In-Store Sales/Promotions
Have a question about how to promote an in-store promotion or sale? Contact the Marketing
Department at 339-8701 to schedule a brainstorming session. We are available to consult with
you about unique ideas to help increase sales and traffic in your store.
The Red Folder Program
Each week on Friday, a Red Folder is distributed to each store. Reading this information and
attending retailer meetings is the best way to keep up-to-date on the many activities happening in
Marketing. And, don’t forget, folders are collected each week. Communication is a two-way
street. Your comments on the Retailer Feedback Sheet are invaluable in planning marketing.
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Security
The Safety of shoppers and retailers is vitally important to New Towne Mall. It is the
responsibility of our security officers to identify hazardous situations which may cause injury to
shoppers, employees or the property itself.
Individual store security is the responsibility of the retailer and his/her employees. New Towne
Mall security personnel can render support and advice, but only upon request by the store’s
management.
New Towne Mall is patrolled 24 hours a day. Disturbances or other security related problems
seen by you or your staff should be reported by calling the Security Department at 339-9274. A
security officer will be dispatched immediately. Customer or employee emergencies can usually
be handled by calling security. However, in the case of extreme emergencies, you should first
call the New Philadelphia Police Department at 911, and then call mall security.
Lost Children
New Towne Mall security will assist in the event of a lost child or person. If a lost child or person
is reported, please call the Security Department at 339-9274. Please have a physical description,
age, sex and name of person missing. The information will be dispatched to all security officers
immediately.
Lost and Found
All lost and found items discovered in your store should be kept in your store. If you or your staff
find an item in the common area, please turn this item in at the Customer Service Center. If you
or your staff are approached regarding a lost item, please call the Customer Service Center at
339-8701 with a description of the item. A log is kept at the Customer Service Center regarding
all lost and found items, and the hostess will be happy to check if any item has been turned in.
Items are held for 60 days at the mall and then turned over to local charities.
Use of the Duress Code
New Towne Mall has a duress code. This code is to be used in the event you or your staff cannot
request mall security freely, due to the fact that this would alert the individual that you need help.
You and your staff should call Security at 339-9274 and identify your store by name and request
more shopping bags. Again, calling and requesting more shopping bags is the duress code.
A security officer will be dispatched to your store immediately.
After Hours Permits
To maintain a safe mall and the safety of your employees, New Towne Mall has an after hours
procedure. This procedure controls who is in the mall after mall business hours. Stores are
required to obtain an after hours permit if they need to come into the mall earlier than two hours
before the mall opens for business or will remain later than two hours after the mall closes.
To obtain an after hours permit you must give at least a 24 hour prior notice. The after hours
permits may be obtained at the mall office. The mall office hours are 8:00 a.m. – 5:00 p.m. As
with any procedure there are always exceptions to the rules. For emergency situations you may
obtain an after hours permit from the on-duty manager if the mall office is closed.
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Security Continued
Medical Emergency
If a medical emergency should occur within your store, please call 911 first and then call Security
at 339-9274. A security officer will be dispatched to your store to offer assistance. If the situation
does not require 911 services but does require some type of assistance, please call the Customer
Service Center for security back-up or assistance.
Extended Power Outage
In the event of an extended power outage, the mall management or mall security will contact
store managers to have them close and secure all interior doors leading to the mall’s common
area until power is restored.
Shoplifters
If you suspect a shoplifting incident has occurred, contact Security at 339-9274 immediately with
a description of the person(s). A security officer will be dispatched immediately.
It is each store’s individual responsibility to stop an alleged shoplifter, to detain the subject and to
press charges. However, do not pursue a shoplifter out into the common areas so as to put other
shoppers and employees in danger. New Towne Mall security officers will stand by to protect
store personnel and shoppers until the New Philadelphia Police arrive to transport the subject to
headquarters. Please keep in mind it is extremely important for your staff to understand that in
order for them to detain a person for shoplifting, they must personally observe the crime and be
100% positive that the person being detained committed the crime.
If you or your staff suspect someone of shoplifting, passing bad checks or using stolen credit
cards, New Towne Mall has a Mall Alert System. Please notify the mall office and the manager
on duty will issue the mall alert.
As with shoplifting, it is your responsibility to detain, if possible, anyone passing bad checks or
using stolen credit cards. Remember don’t end up in a pursuit in the mall risking the safety of
others. Please call the police first and then call for mall security.
Mall Alert System
The manager in charge will issue a mall alert. This is a recorded message that is called to all
stores to alert of a potential security problem.
Auto Assistance
The mall has contracted with Rosenberry Towing to assist with towing and other emergency
services. If you, your employees or customers are in need of a jump start, tow or have locked
keys in the car and are in need of assistance, please call Rosenberry Towing at 343-3333. The
Security Department offers assistance to shoppers and retailers with lock-outs and jumpstarts.
Should you require this type of assistance, call 339-9274
Bomb Threats
If your store should receive a bomb threat, remain calm and don’t panic. Try to obtain as much
information as possible and take notes immediately. Try to determine the caller’s age, sex, tone
of voice, accent, language used and mental state. Call the New Philadelphia Police Department
at 911 and then call for mall security. Again, do not panic and do not let customers know what is
New Towne Mall Merchant Manual 13

Security continued
happening. False alarms can hurt people if they panic! New Philadelphia Police Department and
Mall Management will make the decision on whether to evacuate or not.
Severe Weather
In the event of severe weather, i.e., tornado sighted in the area, the management and security
personnel will notify the tenants and customers and will show the customers where to go for
shelter. A map will be issued to all stores regarding shelter. Please post this map and discuss it
with your employees as to the closest shelter location to your store.
Designated Employee Parking Areas
It is vitally important that the parking spaces in closest proximity to the mall be reserved for
customers. Convenience for our shoppers should be our top priority. For this reason, we have
designated parking for employees. The only authorized parking will be on the outer loop of the
parking lot. It is each store manager’s responsibility to familiarize their employees with the
designated parking areas and to enforce this policy. Likewise, it is also the responsibility of each
store manager to supply the mall office with license plate numbers of employee’s cars (per
Section 8:03 of your lease).
Employee’s vehicles not parked in accordance to this policy will require the mall to take the
following action: First offense, Warning; second offense, Written warning; third offense $10 dollar
fine to the store.
Other Security Emergencies
In the case of a robbery, call the police and then call for mall security. Let the police and security
know if the subject is armed so they know how to proceed. Give the robber(s) what they want;
remember material items are replaceable but life is not. Write down what you can remember
about the robber(s) before you talk to other employees and while it is fresh in your mind. Do not
touch anything! There may be fingerprints.
Breaking and Entering
For breaking and entering, call police and then call for mall security. Again, do not touch
anything. If you discover the door open, do not enter by yourself, as subjects may still be inside.
Wait until police arrive.
If you see a suspicious person, please call for mall security. The mere presence of a security
officer may deter the person from hanging around or loitering.
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