General Repairs

The Administration Manager is responsible for the repairs and maintenance of the store. This involves everything from contracting a company to cleaning the store nightly, to replacing light bulbs as they burn out. In some regions, the Support Office may negotiate collective cleaning contracts on the behalf of a number of stores. However if this is not practical, it is the store’s responsibility to retain local companies for cleaning and bulb replacement.
The store’s daily maintenance and level of cleanliness are everyone’s responsibility.
A customer service associate can be called upon to help clean a spill on the floor or carpet, help replace a burnt out light bulb, clean the customer washrooms, or shovel the snow outside. Anything that represents an immediate hazard to customers and staff has to be brought to the attention of a key holder on duty or manager.

Policy

The majority of a store’s maintenance is handled by way of an outside contractor. The benefits of establishing a long term contract with a reputable company include:

• better contract prices
• better service and accountability
• creates a good rapport with the company.

Here is an outline of steps that must be followed to ensure that the right contractor will be chosen.

The Contract

• Get the contract in writing.
• Make sure that the details and specifications are clearly stipulated within a contract. In this manner, both the store and the service company will have the same expectations. If it is a new store and/or service contract, it is best to begin with a 3 month probationary contract.
• Always include a cancellation clause in the contract, whereby either party can be released from the contract with 30 or 60 days notice, without penalty.

Non-performance Clause

• Include a non-performance clause.
• Make sure that the contract can be terminated for gross failure to perform. Concerns over service quality should always be immediately addressed by way of a written notice AND speaking to the sales representative from the company.
• Items that might constitute termination of a contract:
  • Failure to consistently appear on site to do the work at the specified time.
  • Repeatedly poor work, in spite of a written warning.
  • Negligence, causing damage to the premises.
  • Creating an unsafe workplace (ex. improper storage of chemicals on the premises).
  • Inappropriate behavior on the work site.
  • Committing an unlawful act, including theft.

Negotiation Best Practices

• Negotiate a fair price.
• This creates a win-win situation. By getting multiple quotes, there is a guarantee that the price is fair.
• Always check to see what comparably sized businesses in the same area are paying for similar services.

Price

• Don’t always look for the lowest price.
• Quality service and reliability should be the main priority when negotiating for a contract.

Environmental Standards

As part of the initial interviewing process, consideration must be given to the environmental standards that the prospective contractor adheres to. Conducting a business relationship with a company that does not care about the environment is irresponsible.
Find out best practices for handling and disposal of:

• fluorescent bulbs,
• ballasts from fluorescent light units
• petroleum based solvents and paints
• plate glass and plastics

Courtesy

• Always call and thank the companies who put in a quote for the contract.
• Extend the courtesy of a phone call to thank the companies for their time and interest. Do not discuss the particulars of how the decision was made, or why someone else got the contract. It is important to leave them with a positive and professional image of Centerplate.

Repairs

Repairs are usually a result of non-routine occurrences. Broken windows, acts of vandalism, floor damage, or plumbing problems can occur unexpectedly, and must be fixed immediately.
If the area around the problem is a threat to the safety of staff or customers in any way, it must be properly cordoned, and have very visible signage announcing the danger.
All repair work must be invoiced.
DO NOT PAY CASH FOR ANY WORK. If a contractor insists on cash payment – find another contractor.
ALL ELECTRICAL WORK MUST BE DONE BY A LICENSED ELECTRICIAN.

Pricing

• Always try to negotiate pricing and arrange for services that can be reasonably expected to occur (a glazier, a plumber, etc.).
• If a price has been pre-negotiated, then when and if something occurs, it can be resolved quickly, and without the “emergency” expense.

Safety Assessment

• Ensure that the area is safe for employees and customers as soon as possible.
• If the area is too dangerous to secure (for example, broken glass), cordon it off from the rest of the store.

Seek Advice

Repairs may fall into unfamiliar areas. Discuss quotes with the Store General Manager, and if possible, contact your original project manager and seek their advice.

Document

Always get a warranty on the service that is being provided. Ensure that the warranty is documented in the contract.

Improvements

Improvements to the store can include the addition of another access door, modification of a staircase, replacing the carpet in an older location, expanding a room, etc. The cost of improvements can be quite substantial and will require the approval of the Vice President of Operations, and the Finance Department at the Support Office. Based on the scope of the improvement, a decision will be made regarding whether this will be immediately expensed, or capitalized.
Facilities can be a substantial expense to the operation of the store. Comparing costs, detailed contracts and thorough research before committing to repairs and maintenance, ensure that the store receives quality workmanship at a fair price.

Tendering for Repairs and Maintenance

Centerplate uses a standard tendering process for awarding repair and maintenance contracts. This ensures fairness for all contractors and promotes the best balance between price and quality of work.

Tendering Process

• Always get 2 or 3 different quotes
• After interviewing sales representatives from a number of companies that provide the service required, choose the top three companies and have them submit a bid for their service.
• Get the quote in writing.
• Do not discuss or name the other companies that are bidding. In this manner, the privacy of all parties is respected, and there is the assurance of receiving the best quote.

Requirements

• The expectations must be clearly and specifically established prior to negotiating a service contract.
• This includes a detailed description of daily, weekly and monthly specifications. This should be typed in advance and presented to the bidding companies, so that the best possible estimate can be quoted.
• The requirements should be as detailed as “every night 3,500 square feet of carpet must be vacuumed and spot cleaned for any irregular stains” and “once a week, 1,500 square feet of carpet in our main sales aisle must be shampooed”.

Consistency and Reliability

• Ensure that the company selected can manage a job of this scope consistently and reliably.
• Always investigate references to find out whether or not the company is reliable, effective, and consistent.
• Often aspiring companies will bid low in order to get the contract, but they may be unable to fulfill the responsibilities.

Others may bid low and then after award of the contract attempt to renegotiate to a higher price.

Payment and Authorization for Repairs and Maintenance

Centerplate has defined levels of authorization for expenditures related to Repairs and Maintenance.

Levels of Approval

$0 – $500

• General Store Managers may authorize a repair up to $500 per repair.
• A purchase order must be issued and signed by the General Manager. The original copy is to go to the contractor/supplier, one copy is to be forwarded to Accounts Payable, and one copy is to be kept in the store files.
• Invoices must be signed by the General Manager and forwarded to Accounts Payable. A copy of the Invoice must be kept on file.

$500 – $1000

• Regional Directors may authorize repairs between $500 and $1000 per store, per repair.
• A Purchase Order must be issued and signed by the Regional Director.
• The original copy is to go to the contractor/supplier, one copy is to be forwarded to Accounts Payable, and one copy must be kept in the store files.
• Invoices must be signed by the General Manager and the Regional Director and forwarded to Accounts Payable. One copy of the Invoice must be kept on file at the store.

$1000 and Up

• The store general manager must submit a written request to Construction and Planning at the Support Office.
• Two quotes must be included.
• A Project Manager will review the request. If the repair is approved, the store general manager will be notified by phone. Project managers will either prove or disapprove requests as promptly as possible. If it is an emergency, this should be discussed on the phone and decided upon the same day.