Building Operations Manual

Indochina Riverside Towers
CB Richard Ellis (Vietnam) Co., Ltd.
OPERATIONS MANUAL FOR INDOCHINA RIVERSIDE TOWERS
Compiled by CB Richard Ellis (Vietnam) Co., Ltd., December 2007
INTRODUCTION
This Manual has been compiled by CB Richard Ellis (Vietnam) Co., Ltd. for the sole and exclusive use of onsite staff of the Asset Services Department, Vietnam, and particularly for the guidance of the onsite Property Managers in the carrying out of their everyday duties. Although this Manual has been made as comprehensive as possible, the contents are not intended to be completely exhaustive on any subject, and may from time to time be amended or up-dated, in line with changing management practices or policies for Property Management. The contents fall into six main categories: I. II.. III. IV. V. VI. Standard Job Descriptions General Discipline and Duties Standing Instructions IRT Operational Procedures Standard Emergency Procedures Standard Documentation Procedures
Any difficulties in interpretation of the instructions contained in this Manual should be brought to immediate attention of the Property Manager or Operations Manager for clarification.
This Manual is designed for internal use of Property Management only and no part of this manual may be reproduced or copied to any by any third party.
MISSION STATEMENT
The Tenant is the CUSTOMER
At all times Property Management staff will be aware that the Tenants within Indochina Riverside Towers are our customers or future customers. Their needs, irrespective of the significance in our view, will be addressed as quickly and as efficiently as possible. We must remember the Landlord pays our wages. A satisfied Landlord will greatly appreciate your efforts. That the average lease term of tenancies within the complex is a mere 1- 3 years. A satisfied customer will invariably return to renew their lease - an unsatisfied customer will vacate. Our ultimate goal, as we all work towards it, is for Indochina Riverside Towers to be a highly efficient operational building providing and maintaining a premium standard of property management service to all its tenants unsurpassed by any other building of its type in Vietnam.
PROPERTY MANAGEMENT MODEL

EXTERNAL (MACRO) INFLUENCES Future Market Trends Labour Market Political
Maturity
Financial/Capital Markets
Growth
PROPERTY CYCLE
Reversion
Economic Growth
Decline
Obsolescence
Supply/Demand
INTERNAL (MICRO) INFLUENCES

Ingredients of Property Structural Mechanical Services Tenants Geographical MANAGEMENT Requiring O & M Management Financial Management Tenancy Management Risk Management
Must include Day to Day Management (MGT) Efficient Operational Structure Mgt Procedures and Systems Medium/Long Term Planning Strategic Market Planning Financial Control Cost Control and Performance Monitoring RESULTING IN
ACHIEVEMENT OF OBJECTIVES
PROPERTY MANAGEMENT
Property Management is a skilled science which demands very high interpersonal skills in dealing with your tenants, in response to their respective requirements of management services or in answer to their requests. All senior management staff must have a sound knowledge not only in respect of estate management but also in dealing with Security, Emergency and unexpected incidents. Generally, Property Management covers the following four main areas: 1) 2) 3) 4) Physical Management (Operation & Maintenance) Financial Management Tenancy Management Risk Management
Physical Management (Operation & Maintenance): relates to the physical properties of the investment, more particular the management and maintenance of all services including but not limited to: mechanical, electrical, plumbing and water reticulation, structural, data, environmental, landscaping, pest control, cleaning and security. Financial Management: Relates to the financial aspects of the investment, ensuring that receipt of all rental and other sums are received from tenants and to ensure the regular payment of all expenditure items incurred by the property are made. In addition this also includes the setting and establishing of annual financial forecasts and ensuring that expenditure levels remain within these budget parameters. Tenancy Management: Relates to the communication with all tenants within the investment as well as the understanding of their particular needs. This is a crucial factor of the overall management service which must not be overlooked nor under-estimated. Risk Management: Relates to the health and safety of all persons (tenants and public) and property within the investment and includes but is not limited to fire evacuation procedures, alarm testing, security and insurance and the implementing of fire prevention advice guidelines.
TABLE OF CONTENTS
I. STANDARD JOB DESCRIPTIONS 1) POSITION: PROPERTY MANAGER 2) POSITION: BUILDING ATTENDANT II. GENERAL DUTIES AND DISCIPLINE 1) GENERAL CONDUCT AND DISCIPLINE FOR BUILDING STAFF 2) GENERAL DUTIES III. STANDING INSTRUCTIONS 1) GENERAL SECURITY FOR BUILDING 2) BUILDING INSPECTION REPORTS 3) EMERGENCY DUTIES 4) MANAGEMENT OFFICE 5) INCIDENT REPORTS 6) GENERAL BUILDING RECORDS 7) REPAIRS AND MAINTENANCE 8) TENANTS COMPLAINTS 9) BUILDING MAINTENANCE 10) AIR-CONDITIONING 11) CLEANING 12) REFUSE DISPOSAL 13) PEST CONTROL 14) FIRE FIGHTING EQUIPMENT 15) LIFT SERVICES 16) GAS & WATER 17) COMMUNICATION DEVICES-ROOF 18) WATER SUPPLIES 19) GENERAL DUTIES OF CAR PARK STAFF 20) SECURITY OF CAR PARKS 21) SUSPICIOUS CHARACTERS 22) FOUND PROPERTY 23) VISITOR LOGBOOK IV. INDOCHINA RIVERSIDE TOWERS OPERATIONAL PROCEDURES 1) GENERAL BUILDING SIGNAGE 2) MAIN AND SUB DIRECTORY BOARDS 3) BUILDING ATTENDANT WEEKLY REPORT 4) VISITOR MOTOR CYCLE/CAR PARKING 5) STAFF ORGANISATION CHART 6) OUTSTANDING INVOICES 7) MONTHLY INVOICES 8) TENANT INVOICE PAYMENT 9) AIR CONDITIONING HOURS 10) ELECTRICITY INVOICING 11) DAILY LOG BOOK 12) INVENTORY LIST 13) MAIL BOX
14) STOCK CONTROL - CAPITAL ITEMS 15) STOCK CONTROL - M&E/SPARE PARTS 16) M&E PERFORMANCE AND REPORTING 17) SECURITY PERFORMANCE 18) CLEANING PERFORMANCE 19) PETTY CASH PROCEDURES 20) INVOICE APPROVAL FROM SUB CONTRACTORS 21) LIFT REQUEST FORM 22) INCIDENT REPORTING / RESOLVE 23) MANAGEMENT / LANDLORD STAFF MEETINGS 24) KEY CONTROL / REGISTER 25) NEW LEASES / LEASE RENEWALS 26) INSURANCE AND CLAIMS 27) FIRE SAFETY OPERATION 28) TENANT REINSTATEMENT 29) TENANT FITTING OUT 30) YEARLY BUDGET V. STANDARD EMERGENCY PROCEDURES 1) REPORT WRITING 2) HEAVY RAINSTORM 3) FIRE 4) GAS LEAKAGE 5) LIFT BREAKDOWN 6) EXCESSIVE NOISE 7) TRAFFIC ACCIDENTS 8) BOMB THREAT 9) HANDLING OF A CRIME SCENE 10) ELECTRICAL FAILURE 11) FLOODING 12) FALLING OBJECTS 13) PLUMBING VI. STANDARD DOCUMENTATION PROCEDURES 1. 2. 3. 4. 5. 6. 7. 8. PROPERTY MANAGEMENT CHECKLIST PURCHASE ORDER PROCEDURES WORKS ORDER PROCEDURES REQUISITION FORM PROCEDURES AUTHORIZING CREDITOR INVOICES KEY REGISTER PROCEDURES MOVING-IN AND MOVING OUT AFTER HOURS AIR-CONDITIONING
I. JOB DESCRIPTIONS
These are the standard job descriptions for onsite property management personnel. They are not specific and may change from time to time.
1)
POSITION:
PROPERTY MANAGER
Duties: To be on site at Indochina Riverside Towers specified (hereafter referred to as the property) location and to organize the day to day operation of that property. The Property Manager will provide the site with a professional property management service at all times, and will report directly to the Landlord or his/her authorized person. Job Tasks and Responsibilities:
To monitor, control and organize all on site staff assigned to the property and to be
responsible for the actions of such staff in addition to ensuring that staff rosters and all holidays are adequately covered. maintained at all times with respect to the property.
To liaise with the Chief Building Engineer regularly to ensure sufficient service staff are To regularly inspect the property on a daily basis. To monitor and review the operation of all on service subcontractors. In particular, cleaning,
security, pest control and lift contractors and to ensure that any work contracted is completed as agreed and at the cost quoted. (RF) generated in respect of the property.
To monitor and control all Purchase Order (PO), Work Orders (WO) and Requisition Forms To administer all leases to ensure the ongoing compliance by the tenants. To maintain an accurate up-to-date flow of information to the Accounting Department in
order to maintain an accurate and current Tenancy Schedule including a Diary of all pertinent action dates for each tenancy. understand the difference between those areas designated as common areas and those designated as tenancy areas. which are to be noted in the Tenants Complaint Register.
To be responsible for authorizing all invoices relating to the property and to clearly To ensure the management team has attended to all tenant complaints and requirements To develop and maintain an operative tenants and Landlord communication programme and
to liaise regularly with the tenants to ensure continued satisfaction.
To follow procedures contained in this Operations Manual and in particular maintain the
Property Management Checklist. Regular inspections of this document by the Operation Manager and Director - Property Management will be undertaken from time to time to ensure up-to-date information is contained. format to be advised, covering the four main areas of Physical Financial, Tenancy and Risk Management.
To provide the Landlord or his/her authorized person with a monthly written report in a
To act as Chief Fire Marshall in the event of an evacuation of the property for fire or bomb
threats
The Property Manager will effectively be responsible for all staff under his or her control and they will ensure the overall management service provided to the tenants is comprehensive, consistent and at all times professional. Responsibility will also extend to include the Service Department Division assigned to the property.
2)
POSITION:
CHIEF OF ENGINEERING
Duties: The Chief of Engineering will report directly to the Property Manager. Job Tasks and Responsibilities: The Chief of Engineering will be required to:
Provide day by day management to the technical team including but not limit to training,
staff performance supervising and evaluating.
Arrange repairs and maintenance as instructed by the Property Manager or Assistant

Property Manager relating to building finishes and operational services and to convey the same to the services department. operations are being maintained and will ensure all sections of the overall property are visited on a daily basis.
Regularly inspect the property to ensure that required standards of presentation, repairs and Attend and supervise all building operations, including the use of public thoroughfares,
common areas, access control, security procedures, cleaning, building maintenance, lift usage, tenant conditions and parking arrangements. including over viewing evacuation and fire drills. may be required.
Assist with the production and implementation of all emergency procedures at the property Work in close liaison with the Property Manager and provide any support on any duties that Arrange repairs and maintenance as instructed by the Property Manager or Assistant
Property Manager relating to building finishes and operational services and to convey the same to the services department. personnel.
To monitor access into the building of all tradespersons, deliveries and project consultancy To monitor the performance of contractors providing operational services such as, but not
limited to, security, cleaning, lifts and pest control.
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Ensure that correct and safe work practices are carried out at all times on or in the property. Ensure tenancy fit-out plans and specifications are submitted to the appropriate consultancy
team for vetting and follow through to approval.
To monitor tenancy fit-out works and to supervise physical occupation by the tenants
including the administering of building works conditions which are to be agreed prior to commencement date. Department on the 20th of each calendar month. Manager. (or as advised).
To ensure the regularly monthly reading of all meters and submit the same to the Accounts Any other duties and tasks as directed by the Property Manager and/or Assistant Property
3)
POSITION:
ASSISTANT PROPERTY MANAGER
Duties: The Assistant Property Manager will report directly to the Property Manager. Job Tasks and Responsibilities: The Assistant Property Manager will be required to:
To monitor access into the building of all tradespersons, deliveries and project consultancy
personnel
To receive complaint/request from tenants To monitor the performance of contractors providing operational services such as, but not
limited to, security, cleaning, lifts and pest control. team for vetting and follow through to approval.
Ensure tenancy fit-out plans and specifications are submitted to the appropriate consultancy Assist with the production and implementation of all emergency procedures at the property
including over viewing evacuation and fire drills.
Attend and supervise all building operations, including the use of public thoroughfares,
common areas, access control, security procedures, cleaning, building maintenance, lift usage, tenant conditions and parking arrangements.
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4)
POSITION: POSITION: POSITION : POSITION :
SECRECTARY CUM INTERPRETOR ADMINISTRATOR RECEPTIONIST TECHNICIAN
5) 6) 7)
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II. GENERAL DUTIES AND DISCIPLINE

The following are the general duties and disciplines expected from all onsite CB Richard Ellis staff. Also included in this section are the specific job descriptions for staff based at Indochina Riverside Towers. These job descriptions may change from time to time.
1) GENERAL CONDUCT AND DISCIPLINE FOR BUILDING STAFF
The success of property management depends to a very great extent upon the perception of the management services by the occupants/tenants. A satisfactory service in turn depends upon the competence, conduct and co-operation of all management staff. For this reason, a high standard of Conduct, Courtesy and Discipline is required from all management staff members and it will be the responsibility of the Property Manager to enforce such disciplines. All Property Management Staff are advised to observe and comply with the following: 1. 2. All management staff are expected to adhere to the minimum of eight (8) working hours, which may vary from time to time. No management Office will be left unattended at any time during normal duty hours. In the event of any staff not being relieved from duty at the appropriate time or within a reasonable period thereafter they should: a) b) 3. 4. 5. 6. 7. During Office Hours - advise the Operation Manager and Director - Property Management. After Office Hours - advise the Property Manager/Assistant Property Manager to seek instructions.
All staff are required to carry and display CB Richard Ellis (Vietnam) Co., Ltd. security identification card while on duty. All staff shall obey the verbal or written instructions given by the Property Manager incharge and Operation Manager. Drinking alcohol, taking of dangerous drugs while on duty is strictly prohibited. No gambling or any game of chance involving stakes or bets of money is allowed. Sleeping on duty is not permitted, which may also contravene the regulation in law.
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Indochina Riverside Towers 8. 9. 10.
All staff are not permitted to smoke while performing any duty within the property. No chatting, reading newspaper/books, listening to radios or watching TV is allowed while on duty. No staff are allowed to Solicit or Ask for any money/advantages from occupants, tenants or other persons. Acceptance of any gratuity or gifts without consent of any Board of Directors of CB Richard Ellis (Vietnam) Co., Ltd. is strictly prohibited. No staff are allowed to undertake any second job unless approval has been granted. Negligence in damage of any of Indochina Riverside Towers property will result in liability for compensation. No staff are permitted to disclose any information relating to Indochina Riverside Towers policy without prior consent from the Director - Property Management . No staff are permitted to use public property for their personal use. All building staff shall present themselves at all times in a manner likely to reflect the good and reputable image of Indochina Riverside Towers.
11. 12. 13. 14. 15.
2) GENERAL DUTIES Property Manager A Property Manager (PM) is the senior officer of the property. He or she is responsible for the Discipline, Training, Welfare, Efficiency and the effective performance of Duties of all personnel under their command in accordance with the contents of this manual, relevant Standing Orders and the day to day instructions issued by the Operation Manager Director Property Management. The scope of duties are as follows: 1. 2. 3. 4. The PM is responsible for the good maintenance of the property under his or her charge and for the security and proper operation of the property under his or her control. The PM is responsible for the strict implementation of Building Rules and Regulations including fitting-out guidelines and related policies. The PM shall develop a medium-term plan for operation and management, capital asset preservation, as well as the general enhancement of property value. Being directly in daily contact with tenants of the property, the PM is expected to ensure that prompt and efficient service is rendered to tenants at all times. A good relationship with the building tenants is to be maintained at all times.
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Indochina Riverside Towers 5.
The PM shall allocate work to his or her subordinates on a fair basis and will ensure that all such work is carried out in accordance with the Operation Manager and Director Property Management instructions. The PM shall supervise the daily duties and shall provide training of Junior staff or new comers ensuring that their performance meets with the standard requirements. The PM shall maintain the overall discipline. All allegations of breaches of discipline shall be thoroughly and promptly investigated and if there is any prima facie case of a disciplinary offense on the part of his/her subordinate, he or she shall refer the matter to the Operation Manager and Director- Property Management to take disciplinary action against the defaulting party. The PM is also expected to anticipate daily management problems. If the problem can not be solved, he or she will advise the Operation Manager and Director - Property Management at the earliest opportunity. A detailed written report is to be suPMitted if necessary.
6. 7.
8.
ACCOUNTANT Generally, the duties of the Accountant can be summarized as follows: 1. 2. 3. 4. 5. 6. 7. 8. 9. The Accountant shall maintain proper records of all financial transactions of Indochina Riverside Towers. The Accountant shall carry out the preparation of invoices and billings of Indochina Riverside Towers. The Accountant shall ensure that all Books of Accounts of Indochina Riverside Towers are all updated and properly recorded. The Accountant shall carry out the preparation of the financial statements as required. The Accountant shall be responsible for the collection of accounts receivable and accounts payable. The Accountant shall ensure the daily deposits of all collections. The Accountant shall responsible for the preparation of the Annual budgets with consultation to the Property Manager. The accountant shall handle liaison work with government agencies on matters relating to registration of books , payment taxes and licenses. The Accountant shall carry-out any duties as directed by the Property Manager.
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CB Richard Ellis (Vietnam) Co., Ltd. BUILDING ATTENDANTS
In general, the duties of Building Attendants can be summarized as follows : 1. 2. 3. 4. All BA on duty shall carry out designated duties as directed by the Operation Manager and Director - Property Management/Property Manager. All BA shall primarily guard the property and prevent occurrence of any offense, crime, accident from occurring at the building. All BA shall be familiar with operation of the Building Security System, Fire Fighting Equipment and other building facilities. All BA shall patrol the Building including the staircases, common areas, car parks, meter rooms etc. regularly or as directed by the Director - Property Manager/Property Manager. All BA shall inquire of all visitors or strangers politely and record their personal particulars if necessary. No stranger shall be permitted to enter the Building without appropriate identification. All BA shall handle emergency incidents related to the property such as in respect of Flooding, Electrical Failure, Water Shortage, Lift Breakdown etc. SECRETARY
5.
6.
In general, the duties of the Secretary can be summarized as follows: 1. The Secretary shall provide all necessary administrative assistance to the Property Manager and clients. The Secretary shall accept complaints from clients and assist in liaising with tenants to ensure their continued satisfaction. The Secretary shall be responsible for the custody and handling of Petty Cash Funds. The Secretary shall facilitate the monetary and issuance of the required Purchase Order (PO) as authorized by the Property Manager. The Secretary shall carry out any duties as directed by the Property Manager.
2.
3. 4.
5.
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III. STANDING INSTRUCTIONS

The following are standard instructions that should be undertaken and followed at all CB Richard Ellis managed buildings. These are to be used as a guide only by Property Managers to adapt, revise and implement at their own buildings. 1) GENERAL SECURITY FOR BUILDING The day to day management of a building not only concerns the efficient running of the premises for the enjoyment and use of the tenants; but also requires a high standard of security to ensure that a safe and comfortable living/working environment is provided. Full team work of all management staff is necessary, and any negligence or omission in carrying out any pre-set security procedures may render their work futile. Although the designated security contractor will ensure this service is undertaken, it will be the responsibility of the Property Manager to monitor their performance by the undertaking of irregular, both night and day inspections. ACCESS CONTROL As Indochina Riverside Towers is sophisticated in layout and usage, more exposure to public access demands much more attention and expertise among the security personnel. The following instructions can be adopted to strengthen the access control and will ensure that security personnel are undertaking their tasks correctly. These checks should be undertaken at irregular intervals and at least one evening inspection per quarter (3 months). 1. Retail: The main entrances to the building are open to the public from 9:30 am. to 10:00 pm, 7 days a week. Restaurants will be open till 11:00 pm. Office towers: The entrance to the office towers is open from 8:00 am. to 6:00 pm. Monday to Friday and 9.00am to 1.00pm on Saturdays. Parking area: The parking is open for public during business hours, 7 days a week. The Property Manager may refuse admissions to the building outside of the regular office hours any person not properly identified and may require such persons admitted to or leaving the building to register. The Property Manager may require any person leaving the building with any package or other object to present a gate pass from the tenant/occupant from whose premises the package or object is bring removed. However the establishment or enforcement of such requirement shall not impose any responsibility on the Property Manager for the
2.
3.
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protection of the occupant/tenant against the removal of the property from the occupant/ tenants premises. 4. Any person whose presence in the building at any time shall in the judgment of the Property Manager, be prejudicial to the safety, characters reputation and interest of the building or its occupants/tenants maybe denied access to the building or may be ejected. In case of invasion, riot, public excitement or other connection, the Property Manager may prohibit all access to the building during the continuance of the same, by closing doors or otherwise, for safety of the tenants/occupants or protection of property in the building. The Property Manager shall in no way be liable to the occupant/tenant damages or losses arising from the admission, exclusion or ejection of any person to or from the premises or the building under the abovementioned provisions.
5.
6.
Indochina Riverside Towers Security Identification Card

1. All the occupants/tenants of Indochina Riverside Towers including their sub-contractor and their principals and personnel are to be issued a Security Identification Card by the Management Office. All are required to wear them at all times to avoid being challenged by Security personnel. Please note that this is primarily for the tenants/occupants personal protection as well as for the protection of property.
2.
HIGH-RISE PATROL
High-rise patrol is one of the most effective methods of not only preventing crime but also in detection of fire, faults of building maintenance and unexpected incidents. Patrol tours should be conducted irregularly or as directed by the Property Manager. Again an inspection by the Property Manager should be undertaken from time to time with at least one evening inspection being completed once per quarter (3 months). When conducting a high-rise patrol, staff shall: 1. 2. 3. 4. 5. Ensure all doors of the tenants premises or some specific area are locked according to the instructions. Ensure all locks, padlocks or chains are in good condition without any sign of damage. Upon discovering any premises not having been properly locked, the guard shall be advised and the owner will be notified to come back to check and lock up the premises. Inspect all Common Areas such as staircases, Refuse Rooms, Meter Rooms and Duct Rooms etc. to make sure no one is hiding there. Inspect all major perimeters of the Building including perimeter, walls, roof, Garden, Terrace and windows of lower level areas to ensure no intrusion.
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6. 7. 8. 9.
Ensure illumination of Common Areas of the Building is sufficient. Any damage, or faulty light bulbs are to be reported immediately. Any suspicious person(s) found loitering in any part of the building/common areas must be notified to the security personnel. Record activities of any suspicious character(s) found in the car park and report to security personnel if necessary Inspect all facilities. If you discover any damage to the building facilities or any unusual circumstances such as smoke, unknown gas, water pipe burst or flooding etc., you should report to the Property Manager. Pay attention to all individual burglary alarm systems, if any. Make sure those systems are not being tampered with or improperly activated. Make sure all fire escapes are clear and all Fire Fighting Equipment, including extinguishers, are correctly placed and in good working order. Prevent at all times, any potential fire hazard. Ensure that extinguisher service label have up to date records confirming when last serviced/inspected.
10. 11.
DAILY BUILDING INSPECTION PATROLS

1. 2. 3. Routine daily inspections of each building should be carried out by the Property Manager/Building Attendant. All staff are expected to be conscious of this requirement. It is emphasized that these inspections are of great importance in maintaining standards of cleanliness, repairs and management of the property. Particular attention should be paid to lifts to ensure cleanliness and mechanical functioning. Regular inspections of Fire Safety Equipment should also be made to ensure the service of extinguishers, and hose reels have not been tampered with. Maintain a vigilant eye at all times on lighting in Common Areas and basement car park storage areas so as to minimize wastage.
4. 5.
2) 1.
BUILDING INSPECTION REPORTS
Building Inspections Reports are to be submitted to the Operation Manager once per month. The report, of the format following, will consist of a summary of the main building management activities for the preceding month.
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2.
Property Managers are expected to be fully conversant with the contents of this Manual and with the essentials of management of their buildings, and to be aware of all matters relating to Building Inspection Reports. Property Managers are expected to ensure that all daily and other inspection patrols of their buildings are carried out properly in order to present a complete report.
3.
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INDOCHINA RIVERSIDE TOWERS

MONTHLY PROPERTY INSPECTION REPORT
Property Prepared _______________ _______________ Month Date _____________ _____________
1.0
MANAGEMENT STAFF Movements/Shortages:
General Performance/Comments:
2.0 SERVICES (Commence from the top of the Building and move down stairwells)
2.02
Rooftop :
Y/N Y/N Drainage Block Exit Door Unlocked Y/N Y/N Debris Build-up Y/N Y/N
Water Ponding Cladding Deterioration
Comments : 2.03 Plant/Service Rooms

Y/N Y/N Rubbish Entry Door Unlocked Y/N Y/N Grease Oil Y/N Y/N
Water Leakage Lights ON Entry
Comments :
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2.04 Stairwells
Y/ N Y/ N Rubbish Entry Door Unlocked
Water Leakage Lights ON on Entry
Y/N Y/N
Light Bulb replacement
Y/N Y/N
Comments : 2.05 Common Area Lift Lobby and Hallways:

All doors secure Extinguishers OK Light Bulb replacement CCTV locations Y/N Y/N Y/N Y/N Smoke Detectors OK Rubbish Air-conditioning Obstruction Y/N Y/N Y/N Y/N Hose Reels OK Cleaning Toilet Areas Y/N Y/N Y/N
Comments :
(use the above checklist to note deficiencies on each common area floor)
2.06 Ground Floor Entrance and Lobby

Granite Clean Fire Doors held open Lobby Information/Clean Y/N Y/N Y/N Window Clean Rubbish Glass Wall Panel Clean Y/N Y/N Y/N Floor Clean Light Bulb replacement Sliding Door Clean Y/N Y/N Y/N
Comments : 2.07 Common Toilets:

Y/N Y/N Y/N Mirror Clean Toilet Supplies Y/N Y/N Y/N Floor Clean Ventilation Y/N Y/N Y/N
Granite Clean Rubbish Light Bulb replacement
Comments : 2.08 Car-park Areas:

Floor Clean Toilets Clean Water Ponding Fire Doors held open Y/N Y/N Y/N Y/N Ceiling Pipes Clean Toilets Supplies Drainage OK Rubbish Y/N Y/N Y/N Y/N Water Leakage Fire Equipment Light Bulb replacement Driver Room Clean Y/N Y/N Y/N Y/N
Comments :
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2.09 Lift Interiors:

Floors Clean Y/N Walls Clean Y/N Controls Clean Y/N
Comments :
Lift Number Lift Number Lift Number
2.10 General Cleaning Services Performance Common Area Entrance Lift Lobbies/Hallways Lift Cars Stairwells Carpark Interior Window Cleaning
Exterior Window Cleaning - Date of last Clean Comments 2.11 Security: Common/Area/Entrances Lift Lobies/Hallways Carparks Stairwells/Patrols Grounds Internal Patrols
Performance -
2.12
Gardening: Gardens Trees Water Features
Performance -
Signed by : Property Manager
Dated
IMPORTANT - This report is to be submitted to the Operation Manager on or before the 15th of the month following the period of inspection.
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3)
EMERGENCY DUTIES
1. 2.
Precautionary duties and responsibilities will be followed at all times. All on-site staff are expected to render all reasonable service to tenants in the event of an emergency. Separate instructions issued by the Emergency Services personnel will be followed in all cases. Property Managers and Building Attendant are expected to maintain all tools, equipment and stores for use in emergencies in a state of readiness, and in the designated storage area at all times and to ensure that all their staff are aware of the location and use of such equipment in the event of action being required during their absence. All staff are expected to perform the instructions concerning Emergency Call-Out Procedures.
3.
4.
5.
4)
MANAGEMENT OFFICE
1.
The Management Office will be kept clean and tidy at all times and will be manned during normal working hours at all times by at least one staff member especially during the lunchtime period. All staff are to be made aware that if any telephone is ringing unattended ,then they will answer the call politely and make note of the caller, the request and the time of the call. The Property Manager and Operation Manager will be responsible for the orderly operation of the Management Office as well as ensuring the operational budget levels of the office are not exceeded. Management Offices must not be used as restrooms for tenants, drivers or meeting places, etc.
2.
3.
4.
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5.
No eating of food or smoking is permitted in those areas of the office exposed to the tenants or the public. No sleeping overnight nor the storage of personal items is permitted.
6.
5)
ACCIDENTS, BURGLARY, ROBBERY OTHER INCIDENTS
1.
Brief details of any accidents, burglary or other incident will be reported to the Operation Manager or in his/her absence, to the Property Manager as it relates. In all cases, and where plainly required, the first member of the building staff on the scene, or the Property Manager if he/she is present, will report the accident, burglary or incident to the appropriate emergency service authority (Fire Services, Police/Ambulance) and remain on the scene in order to assist the emergency service personnel upon their arrival. Where required, appropriately qualified staff at scene of the accident will render First Aid as necessary. As soon as practical or upon instructions from Operation Manager, the Property Manager and Building Attendant will complete a full Incident Report and forward the same to the Property Manager and Operation Manager as soon as possible, or instructed. In all cases of incidents, building staff will make themselves available to act on the instructions of the Property Manager or any member of the Senior Staff present at the scene, or on the instructions of emergency service personnel. Under no circumstances will any information of the incident be given to the news media or members of the general public. Any such inquiries should be directed to the Operation Manager. 6) GENERAL BUILDING RECORDS
2.
3.
4.
5.
6.
1.
Building Management records as specified elsewhere in this Manual are to be maintained in the Property Managers office at all times and made available for
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inspection by the Operation Manager and Director - Property Management and Indochina Riverside Towers Board of Directors.. 2. All official records will be maintained in a proper manner. Each tenant /owner will have a separate file for correspondence which will include a copy of their current Lease Agreement. All tenant and property records will be kept in an orderly manner in an appropriate filing cabinet. Each cabinet will have Master File which will list the reference of all files contained within. Property Managers are reminded of the importance of complete and accurate records and of the need to ensure that, during their absence, all necessary information is obtained by their Junior Staff to enable the building records to be maintained. It will be the Property Managers responsibility to ensure the handing over of all as-built drawings has been received and that they are aware of where copies may be held. It is preferable that a copy is held in the CB Richard Ellis Co., Ltd. Head Office, and within the designated Management Office. CB Richard Ellis Co., Ltd. Head office shall also keep files an all tenants Leases, Reports, Budgets, etc. for easy reference.
3.
4.
5.
6.
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7)
REPAIRS AND MAINTENANCE
1.
Management staff are expected to carry out minor routine maintenance work as and when necessary in the course of their normal daily duties. All tools, equipment and maintenance stores provided to the staff, will be kept safe, clean and tidy when not in use and will be available for use by all staff. For this purpose, keys to tool stores will be made available to the senior member and Building Attendant of the building staff on duty at any time. Tenants or contractors (whether engaged by the Company or by any tenants) are not permitted to carry out noisy work inside normal work hours or outside prescribed hours. Routine procedures for repairs and maintenance requirements set out in a Maintenance Schedule compiled by the Chief Building Engineer and M&E Sub contractor are to be followed at all times, except as separately instructed in special cases. Property Managers and Building Attendant will take particular care in respect of repair works in progress. The Property Manager will ensure that service personnel or the contractor takes all necessary safety precautions to protect themselves, that of the public and any third party person. 8) TENANT COMPLAINTS
2.
3.
4.
5.
1.
All complaints, requests and comments made by tenants to management staff must be recorded in the Daily Log Book (Complaints Register) and reported to the Property Manager immediately upon receipt if serious. Failure to record and report on these matters will be viewed very seriously. In the event of any complaint or request not being fully or clearly understood the tenant should be asked to make a brief note of the matter for the attention of the Property Manager and Building Attendant. Depending on the urgency of the matter, Property Manager and Building Attendant is expected to take immediate action to ensure that the matter is settled with all necessary speed. Depending upon the severity of the complaint the Property Manager will ensure the following procedures personally or will delegate actions to be undertaken by the Chief Building Engineer or Building Attendant. TASK
Complaint/fault received
2.
3.
ACTION BY
Tenant
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Recorded in Daily Log Book
Secretary /Receptionist
Building Attendant
Action plan agreed Tenant Advised of actions to be undertaken either by phone or hand delivered letter Follow-up with tenant to ensure works, actions completed to tenants satisfaction. Confirmation will only then be recorded in Tenant Complaint Register Bldg. Mgr./ Chief Tech Bldg.Mgr./ Chief Tech / Building Attendant Chief Bldg. Engineer Secretary/Receptionist
4.
All complaints, request and comments made by tenants to building staff, right or wrong, shall be handled with politeness and all details recorded.
9)
BUILDING MAINTENANCE
To achieve the management objectives, all staff must pay attention to the importance of planned maintenance of the building and its services. Any failure to plan for the future will certainly lead to occurrence of frequent breakdown and will result in repairs at much higher costs. Therefore, in order to avoid deterioration and frequent breakdown, the Property Manager in consultation with the Chief Building Engineer M&E (Sub Contractor), is required to work out a preventive maintenance programme for the property under their control. The following are general guidelines: 1. 2. 3. 4. 5. 6. 7. Check failure of electricity supply i.e. overheat or noise from electrical switches, loose connection, fuse broken, defective fluorescent tubes, light bulbs and lamp shades. Check faults to alarm systems, fire fighting systems, lift intercom and other security devices. Check faults to doors, gates, bolts, locks or other access facilities to see whether loose, and whether repair or grease as required. Inspect the piping system, drainage system, and reservoirs to see whether there is risk of leakage, blockage or overflow. Inspect the pump system, emergency generator, air-conditioning system, Building Management System to ensure they are in good condition. Check external walls and ceilings for any cracking, or other damage. Report any illegal structure or unauthorized modification/alteration.
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When faults or breakdowns occur in building facilities such as incidents of burst, pipes, peeling of paint, defective door locks or unexpected damage to sprinkler system, building lifts breaking down etc. the Property Manager shall refer the same to the Chief Building Engineer for recommendations. The Property Manager shall then complete a full report to the Operation Manager with supporting documentation and recommendations for final decision. 10) 1. AIR-CONDITIONING
No additional alteration is permitted to any premises for the provision of airconditioners without the prior approval of Landlord. Any case of unauthorized building alterations for this purpose should be reported to the Operation Manager and DirectorProperty Management as soon as possible. No external drain pipes from air conditioners will be permitted without the prior approval of the Chief Building Engineer. No existing air-conditioners will be permitted to drip onto the public areas of the building. Defective air-conditioner drip-trays, drainage pipes (where applicable) or cases of damage to the external paint work/finish of the building including rusting or staining will be reported to the Property Manager. Regular maintenance work to air-conditioning system carried out by the technical staff will be recorded. In case of emergency, such as interruption of electricity supply, staff are expected to carry out a simple inspection to the air-conditioning system, or inform the technical staff, as necessary.
2.
3.
4.
5.
6.
11)
1.
CLEANING
All management staff are expected to be aware of the general cleaning specification applicable to their building, and to bear in mind its contents during their patrols through the building, ensuring that all work specified is properly carried out to an acceptable standard. Property Managers and Building Attendant must take special care during building inspections to note that all dust and cobwebs are removed as necessary, and that the cleaning specification is adhered to at all times.
2.
29
3.
All Management staff are expected to maintain normal relationships with staff of the cleaning contractor working in their building, and to ensure co-operation in the completion of all cleaning routines. Any problem encountered in this regard should be reported as soon as possible. Quarters for cleaning staff are not to be provided in any building without the authority of Operation Manager and the Director - Property Management and Landlord. Changes in the number of cleaning staff allotted to the building should be advised by Special Report for approval by the Operation Manager and Landlord. Cleaning staff will not be permitted to leave the building until all specified work (in particular the cleaning of lift cars and ground floor entrances and lobbies) has been completed to the satisfaction of the Property Manager (when present) or (where applicable) of the Building Attendant. All faults in the standard of cleaning, all omissions in routine cleaning works and shortfall of cleaning materials or defects in machinery and equipment and all complaints made or received in respect of cleaning services will be recorded by way of the Daily Log Book and Building Attendant Reports. One copy will be the duplicate copy will be forwarded to the Property Manager for information. Follow-up inspections will be required and a report, by way of a memo, will be submitted to the Property Manager to confirm that works have been completed. Under no circumstances whatsoever are cleaning staff permitted to ask for money from tenants for carrying out any of the duties of the cleaning contractor, such as removal of rubbish.
4. 5. 6.
7.
8.
12) 1. 2.
REFUSE DISPOSAL
All cleaning staff shall be instructed on the specific requirements for the collection, storage and disposal of refuse in the building. Refuse disposal instructions will be issued and maintained in effect unless amended at the discretion of the Property Manager. (Refer to Garbage Collection and Payment Further in this report). Refuse collections rooms, refuse stores, bins, baskets and containers will be checked regularly for damage and general cleanliness. All installations, fittings and equipment will be kept clean and properly disinfected at all times and freshly painted as necessary. All refuse collection areas will be washed down and disinfected after such visit by the refuse collection vehicle.
3.
4.
30
No refuse will be permitted in the lifts or in the public staircases or landings of the building. Any persistent cases of littering of these areas will be reported to the Property Manager for action. No goods or articles shall be stored in any refuse room or in the vicinity of any refuse chamber, other than collection bins or baskets, and normal cleaning equipment. Alternative storage rooms for other articles may be provided at the discretion of the Property Manager. 13) PEST CONTROL
6.
1.
Pest Control will be carried out by the authorized contractor in accordance with the Pest Control Specification. Property Manager and Building Attendant will ensure that this work is carried out efficiently and at the due time, reporting any deficiencies in service or work standards to the Operation Manager. Any occurrences of insect or rodent pests in any part of the building or arising by tenants complaint, will be advised to the authorized contractors and reported to the Operation Manager. All water channels and drains will be regularly inspected and any standing water removed or treated to prevent mosquito breeding. All staff are expected to be constantly on the watch for likely mosquito breeding grounds, such as blocked surface channels or drains, discarded tins, bottles, flower pots, buckets, (including car cleaning utensils) and to act immediately to remove such articles or to clear blockages causing standing water. Each unit shall have its own regular pest control service at least on a monthly basis of the occupants/tenants expense. Copy of the service reports should be furnished to the Administration Office. 14) FIRE FIGHTING EQUIPMENT
2.
3. 4.
5.
1. 2.
Copies of the fire regulations issued should be forwarded to all tenants in the property showing the escape route and assembly points where appropriate. All fire fighting equipment within the building will be inspected regularly and any damage reported immediately to the Property Manager and Building Attendant in accordance with the Fire Prevention Inspection Report. Fire alarm bells and warning systems will be tested once each month or in accordance with Standing Orders where applicable. Fire fighting equipment installed in electricity meter switch rooms and lift machinery rooms will be inspected weekly.
3. 4.
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Indochina Riverside Towers 5. 6. 7.
The fire pump room should be kept cleaned and free of obstruction at all times. Fire equipment annual maintenance certificates shall be renewed every year and displayed in the management office. General fire advise manuals should be forwarded to all tenants in an effort to prevent fire. 15) LIFT SERVICES
Passenger Lifts 1. Computerized passenger lifts are provided for all floors and are operated automatically by merely pressing the designated floor buttons. There are 2 passenger lifts servicing the retail area and 1 service lift. 8 passenger lifts are servicing the office towers (A and B). Heavy deliveries or furniture removals may be permitted in the goods lifts only after the installation of protective equipment in the lift car. No dogs are permitted in passenger in passenger lift cars. Any case of persistent misuse of the lift by any tenants of the property will be reported to the Property Manager and Operation Manager for action. Passenger lift cars will be checked at least once per day for damage and general cleanliness. Cleaning staff will be instructed immediately where any special cleaning is required Children are not permitted to play in the passenger lift cars or to transport bicycles or other large toys in the lift cars. Any persistent cases of such action will be reported to Property Manager for action Passenger Lifts may not be used for Cargo use. All lifts should be regularly serviced (monthly) in accordance with the manufactures recommendations.
2. 3.
4.
5.
6. 7.
Service / Goods Lift 1. 2. There is one(1) service/goods lift (retail area), for persons working to convey for cargo purposes or transferring/delivery of office equipment, mechanics, supplies, etc. Service lift car will be inspected at least daily and cleaning staff instructed as necessary on general cleaning.
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Indochina Riverside Towers 3. 4.
Any damage of the lift car should be recorded during inspection and reported to the Property Manager immediately. Service lift may be used by cleaning staff for the collection of boxes, bottles or other large articles of refuse only as directed by the Property Manager. Use of the lift for this purpose should be timed to cause minimum inconvenience to tenants.
General Lift Guidelines 1. In the event of lift breakdown, the lift maintenance contractor will be informed immediately. Any person trapped in the lift car will be advised as soon as possible that action has been taken to free them. Maintain contact at all times with the trapped passenger(s) until released. Every case of lift breakdown will be reported to the Property Manager. In the case of lift breakdown/malfunction this will immediately be reported to the responsible lift maintenance contractor. Every case of a lift breakdown will be recorded in accordance with Standing Orders. Lift alarm bells and intercom systems should be tested weekly and any defects reported to the Management Office as soon as possible.
2. 3. 4. 5.
16) 1.
GAS & WATER
All staff should be aware of the location of all gas and water supply pipes and main switches at the property. All staff are expected to be alert to the possibility of leakage of gas and to report any suspected leakage immediately to the Property Manager. 17) COMMUNICATION DEVICES - ROOF
2.
1.
The building is provided with communication devices located on the roof. All staff are expected to be acquainted with the Policies and Procedures on these systems and to advise tenants now to await. No radio or television antennas other than the communal roof-top antennas will be permitted on the roof or any part of the building without the authority of the Landlord.
2.
33
Indochina Riverside Towers 18)
CB Richard Ellis (Vietnam) Co., Ltd. WATER SUPPLIES
1.
All water storage tanks, pumps, pump rooms, exposed water pipes and meters will be checked weekly for damage, rust leaks and general condition and cleanliness especially those in the car park areas. Breakdown of water pumps and burst pipes will be reported to the Property Manager. Regular testing of water supply will be done twice a year. 19) GENERAL DUTIES OF CAR PARK ASSIGNED GUARD
2. 3.
1. 2. 3. 4. 5. 6. 7. 8. 9.
Inspect all areas within the car park and ensure no vehicles are parked in the non designated areas. Be familiar with the driveway passages and security facilities within the car park. Direct drivers to their designated parking space and driving route. Record all incidents which occur inside the Car Park and report any damage of public facilities immediately, via incident report form. Prohibit entry of a vehicle if such entry would contravene the Parking Regulation or a traffic sign. Order any unauthorized to leave the Car Park or report to security personnel if any person is found acting suspiciously. No staff are permitted to solicit any kind of reward from car owners or driver without the Property Manager consent. Report to Police if any occurrence of Crime is seen. Upon discovering that any vehicle has not been properly locked, notify the management office to locate the car owner by quoting the details on the window. If it is a visitor and details are unknown, a guard is to be stationed in close proximity to ensure that no illegal entry is made. The owner, upon their return, will be advised at the same time to ensure that they are more careful in future.
20)
SECURITY OF CAR PARK
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In recent years, there is an increasing trend of theft of luxury vehicles / motorbikes and parts. The most common ways of stealing are: a) b) c) To enter directly the Car Park to steal. To drive a stolen vehicle / motorbike into the Car Park then steal another one. To threaten and restrain car park guard to allow theft of several cars / motorbikes.
In order to prevent any occurrence of such circumstances, Car Park Guard shall comply with the following instructions.Car Park Access 1. 2. The Car Park entrance must be manned by staff at All Times. Motor vehicles with Indochina Riverside Towers car park stickers provided by the Management office shall be allowed access to the parking areas. Visitors are allowed to park inside as long there is parking space left. Any suspicious person found loitering in the car park area/common area must be reported to security via security report. Motor vehicles entering the car park area with heavily tinted glass are required to lower their windows to allow security guards to check on their passenger. 21) SUSPICIOUS CHARACTERS
3. 4.
Crime prevention is a very important and the duty of Security Guards. To stop a culprit before he takes illegal action is more effective than arresting him after a crime has occurred. Generally speaking, most people have reasonable grounds to stay in an area i.e.
a.
Have just finished parking a vehicle / motorbike and are about to leave the car park and.
b. Enter the car park to collect the vehicle / motorbike. Apart from these two reasonable grounds, any person found in the car park may be waiting for an opportunity to steal a vehicle / motorbike, commit theft from a vehicle / motorbike or commit robbery. Therefore before questioning a suspicious character, staff should: 1) 2) Observe the suspicious character for a period of time. Notify the Management office/Security Control Room.
35
3)
Record activities of the suspicious character. e.g. Frequently glancing at property inside the vehicle, or tries to open its door.
Should the suspicious character be involved in any of the above activities, car park guard should then notify the Police because even if the suspicious character has not yet stolen any vehicle, he may have actually committed the offense of TAMPERING WITH A VEHICLE / MOTORBIKE. 22) 1. FOUND PROPERTY
If the Management Office is handed any found property staff shall record the following details: i. ii. iii. The finders personal particulars. Date, Time and Place found. A description of the property.
2. 3.
Every effort shall be made to locate the owner of the property. When property is returned to a claimant, they shall be required to acknowledge receipt of such property. If the property remains unclaimed after a certain period, or the property is in value, staff shall hand such property to the Property Manager for safekeeping.
4.
23) VISITOR LOGBOOK 1. 2. 3. 4. All buildings are to keep a visitor logbook. This is supplied by CBRE head office in the beginning of each year. All CBRE employees who visit on site are required to complete the log book stating, time on site, date, signature and purpose. At the end of each month the Property Manager is to fax a copy for the month to CBRE head office property management personal department
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IV. INDOCHINA RIVERSIDE TOWERS OPERATIONAL PROCEDURES

The following are specific operational procedures prepared for Indochina Riverside Towers (IRT) retail/office building.
1) GENERAL BUILDING SIGNAGE Building signage i.e. lifts, no-smoking signs, emergency signs, floor numbers etc. Signage is very important in any building to increase effectiveness, building efficiency and status. CBRE currently outsource sign making to an advertisement company. Building Attendant inspects signs each week.
If any damaged signs or new/additional signs needed these are reported to the Property Manager. Property Manager requests quotation from supplier.
Normal approval process then follows.
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2) MAIN AND SUB DIRECTORY BOARDS There are two types of directory boards at Indochina Riverside Towers they are: Main directorySub directory Located on the 1st floor behind the reception desk Located on each floor indicating tenants on the particular floor.
Note: Sub directory boards are at the tenants discretion and not compulsory. Cost New tenant The Main directory board is provided for free and for sub directory the tenant will be charged. Existing tenant If a name change is necessary the cost to replace the board are at costs of the tenant Process 1. A new tenant will request (via a form send to CBRE) for their name to be put on the main directory. No charge will be levied 2. If the new tenant would also like a sub directory board the Application form will be logged as per point 1 and a fee is charged. 3. If an existing tenant would like to change the directory sign the management office should be informed. 4. Application form is then sent to the Building Attendant. A copy is made. 5. Application form is sent by Building Attendant to sub contractor. 6. Sub-contractor will prepare draft sign which is sent to Building Attendant and Building Attendant sends to tenant to approve the design. 7. If design approved by tenant the Building Attendant will authorize the sub-contractor to complete the sign. 8. Once sign work complete Building Attendant receives and installs. Note: Sub and Main directory panels are kept in storage. Charging Photocopy of Application form is kept in Management Office files, the other copy is sent to the secretary who will arrange for the tenant to be charged in the monthly invoice.
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3) BUILDING ATTENDANT WEEKLY REPORT The Building Attendant at Indochina Riverside Towers will complete a weekly report to the Property Manager every Monday. Building Attendant also keep for their own personal records a daily work book indicating work in progress on a day by day basis. The weekly report is signed and dated by the Building Attendant and received by Property Manager dated and signed. 4) VISITOR MOTOR CYCLE/CAR PARKING Policy To regulate traffic and parking at the Indochina Riverside Towers. Purpose To provide guidelines for the planning, administration and control of traffic and parking at Indochina Riverside Towers. Scope All tenants, their staff, and visitors using vehicles (including motorbikes, cars, and bicycles) to enter the parking area of Indochina Riverside Towers. Furthermore, staff of IRT involved in observing vehicle parking rules and regulations (security and car park attendants). Motorbikes of visitors 1. 2. Motorbikes must be parked in the second basement (B2). When a bike arrives at the entrance desk, the car-park attendant hands over a ticket to the visitor, indicating the last four (4) numbers of the license plate. Only after receiving this ticket visitors are allowed to enter the parking lots. Once the visitor returns, the ticket must be handed over to the park attendant and the visitor must pay the parking fee. The park attendant checks the license plate number on the receipt with the license plate number on the motor bike. In case the number on the receipt and the license plate number are not identical, security must be warned and they must investigate the situation. In case of attempting theft, police must be warned at all times. In case of
3. 4.
39
human mistake, the visitor is allowed to leave the parking upon showing an ID card and the owner registration card of the bike. 5. When the fee is paid by the visitor and the number on the ticket is identical to the license plate number on the motorbike, the visitor is allowed to leave the parking area.
Motorbikes of tenants 1. 2. 3. 4. Tenant motor bikes park in the first basement (B1). When a motorbike arrives at the entrance desk, the park attendant hands over the park permit to the driver. Drivers without motorbike parking permits are considered as visitors and must be redirected to the second basement (B2). Once the driver returns, the motorbike permit must be handed over to the park attendant for security check (license plate and picture) and storage. The driver will not be charged with a parking fee. The park attendant checks the security number on the receipt with the number on the motor bike. In case the number on the ticket and the bike are not identical, security must be warned and they must investigate the situation. In case of attempting theft, police must be warned at all times. In case of human mistake, the visitor is allowed to leave the parking upon showing an ID card and the owner registration card of the bike. When the security number on the permit is identical to the number on the bike, the visitor is allowed to leave the parking area.
5.
6.
Cars of visitors* and tenants 1. Visitor and tenant cars park in the first basement (B1) and the second basement (B2). B2 will be used when B1 is full. 2. 3. When a car enters, the park attendant will direct the car to an appropriate lot. The park attendant hands over a ticket to the visitor or tenants without permit, indicating the last four (4) numbers of the license plate. Tenants which have a car permit sticker do not receive a ticket. Once the visitor or tenant returns, the ticket must be handed over to the park attendant. Tenants with a car parking sticker did not receive a ticket. The park attendant checks the number on ticket with the license plate (visitors and tenants without permits). In case the number on the receipt and the license plate number are not identical, security must be warned and they must investigate the situation. In case of attempting theft, police must be warned at all times. In case of human mistake, the visitor is allowed to
4. 4a. 4b.
40
leave the parking upon showing an ID card, the owner registration card, and the parking fee (if any). 5. 6. 7. The park attendant checks the car parking permit sticker (if any) on validity. Invalid permits or copies must be confiscated at once. Only visitors and tenants without permit must pay the parking fee. Tenants with a valid parking permit do not have to pay a parking fee. Visitors: Upon receiving the parking fee and the ticket (if applicable) cars are allowed to leave the parking. When the fee is paid by the visitor and the number of the license plate on the ticket is identical to the license plate, the visitor is allowed to leave the parking area.
* As soon as the assumed 100 available parking lots are assigned to tenants, visitors are no longer allowed to enter the car park basement due to limited parking space. This is to be expected as soon as the office towers are leased.
Car/Motorbike Parking Request Form 1. 2. 3. 4. 5. 6. 6a. 7. Tenants can apply for a car/motorbike parking permit for themselves and their personnel. A sticker is used as car parking permit. A hard plastic card, including details and a photograph of the holder, is used as motorbike parking permit. Tenants should ask for a registration form at CBRE Management office and indicate exactly how many permits they need for motorbikes and how many for cars. Upon receiving back the application form and the exact amount to be paid, CBRE will issue the permits to the tenant. The tenants are responsible for distribution among personnel. In case a permit is lost or stolen, tenant/personnel should report this to security and provide details on the lost/stolen card to them. In case a permit is lost or stolen, security should in turn inform CBRE Management office. In case a permit is lost or stolen, the tenant should apply for a new one at CBRE Management office. The tenant/personnel should be aware of the fact that lost and stolen cards can only be replaced upon receiving another application accompanying the total fee and the replacement costs of a new card (approximately 2 USD).
General Rules These regulations have been made with the objective of ensuring that parking at Indochina Riverside Towers is safe, orderly and pleasant.
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Speed limit in the parking is 5 kilometers per hour; Parking is not allowed in restricted zones identified by signs or indicated by IRT parking attendants; Vehicles may not occupy more than one space and must be parked properly in line; Cars/motorbikes must not block service drives or entrances and exits to parking lots; Pedestrians have the right-of-way in crosswalks at all times; If a vehicle is found in violation of any of these regulations, the person in whose name the vehicle is registered will be held responsible; In case of emergencies, the emergency procedures must be followed.
Lost or Stolen Parking Tickets Lost or stolen parking receipts should be reported to security located in the parking area. Only, upon showing the owners registration card and a personal identity card (ID), the bike can be retrieved. Misbehavior And Disobedience By Visitors Misbehavior and/or disobedience by visitors entering the parking must be warned by parking attendants and/or security personnel. In case the visitor continues his/her misbehavior, security has the right to take in the parking permit till further order. Specific Parking Restrictions A person shall not stop, stand or park a vehicle in any of the following places, except when necessary to avoid conflict with other traffic or the parking attendants. In any place or in any manner so as to block immediate exit from any emergency exit or exits which are conspicuously marked as building emergency exits; In any place or in any manner so as to block or hamper the immediate use of an immediate exit from any fire escape which is conspicuously marked as a fire escape and which provides an emergency means of egress from any building; At any place where official signs prohibit stopping, standing, or parking.
Prohibited Purposes A person shall not park a vehicle in the parking area (B1 & B2) for the principal purpose of doing any of the following: Displaying such vehicle for sale; Washing, polishing, greasing, or repairing such vehicle; Selling merchandise from such vehicle; Storage for more than 48 continuous hours. Impounding Of Vehicles
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A vehicle may immediately be removed from public property or any other place open to travel by the public and impounded in any of the following circumstances: When a vehicle is parked in such a manner as to create an immediate public hazard or obstruction of traffic; When a vehicle is left continuously unattended for more than 48 hours and may be presumed to be abandoned; When removal is necessary in the interests of public safety because of fire, flood, storm, or other emergency reasons; If the removal of a vehicle is necessitated under the aforementioned circumstances, the owner is responsible for the costs of towing and storage in addition to any fines that may be imposed.
Loss Or Damage To Vehicle Or Contents All cars, motorbikes, and bicycles are at all times parked and driven entirely at the car/motorbike owners risk. IRT JSC, nor CB Richard Ellis Vietnam Ltd. do not accept or take any responsibility for the safe custody of any vehicles or articles (therein or attached thereto) however caused, nor are they liable for any injury to any person or damage to property. CB Richard Ellis nor IRT JSC assumes no responsibility for loss or damage to vehicles parked or operated in the parking, or for the contents thereof. Responsibilities Indochina Riverside Towers: Uniforms & Identity cards; Payment of wages according to Vietnamese Labour Law; Adequate training of staff; Staff allocation Drinking water, toilets and change rooms for staff. Park attendants and security: To ensure that parking at Indochina Riverside Towers is safe, orderly and pleasant; Reporting incidents to parking manager / security manager / property manager; Suggest improvements to parking manager / security manager; Ensure proper executing of parking rules and regulations and security; Collection of parking fees and depositing the collected fees; Warn visitors who misbehave or disobey instructions of park attendants; Check validity of parking permits; Relocating bikes which form obstacles for other visitors. CBRE:

Inform IRT about any changes in parking rules and regulations; Judging the situations and make recommendations to IRT management; Issuing parking permits to tenants; Informing tenants on issues related to the car parking.
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5) STAFF ORGANIZATION CHART Indochina Riverside Towers is to have on display a staff organization chart. This chart should be located in the main lobby. A photograph of all staff are to be displayed with their name and job title. This is to include subcontractors as well i.e. M&E, security, and cleaning. This is to be regularly updated. 6) OUTSTANDING INVOICES
1.
Outstanding Invoices are those invoices that have not been paid by the 1st of every month. These must be kept to an absolute minimum. Property Managers must not be afraid to disconnect services to tenants that have not paid (with Operation Manager approval of course.). Please be reminded each tenant has usually given a 3 months rental deposit. So any outstandings must not exceed more than 2 months.
2.
The secretary will ring all tenants between the 1st and the 6th of every month to chase outstanding payments. Any problems encountered the secretary will verbally inform the Property Manager. It will also be noted in the summary The office manager contacts Landlords Accountant and receives information about current Invoice status on the 7th of every month. A reminder letter will be send to all tenants which have not paid yet on the 7th. The office manager keeps in close contact with the landlords accountant and the Property Manager regarding any outstanding. A 2nd reminder letter will be send, giving 7 days to rectify before breaching lease. 28th of the month: breach/lock store. 7) MONTHLY INVOICES
3.
4.
5. 6.
7. 8.
1. Between the 15th and the 20th of each month the management office sends amounts for the lease and if applicable: Overtime Air.
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Electricity. Car park. Motorbike. Marketing fee And other special cases i.e. ceiling tile etc.
If invoices are not paid, refer to the section about outstanding invoices (section 6). 8) TENANT INVOICE PAYMENT
1. 2.
Payment of invoices must be received by IRT before the 1st day of each month. Payments will be done directly to IRT account.
3. On the 1st of each month the office manager contacts the Landlords Accountant and informs about any outstandings. See Outstanding invoices (see section 6). 9) AIR CONDITIONING HOURS 1. All buildings must have a list indicating air-conditioning operating times for tenants.
2.
The air-conditioning hours are between 8:00 am and 6:00 pm and from 9:00 am to 1:00 pm on Saturdays (offices) *.
3. It is important this is kept up to date and is the same as what is written in the Lease.
4.
This must be signed and approved by the Property Manager.
* After-hours air-conditioning charges are generally a question asked by perspective office tenants. We expect that the air-conditioning will be provided during normal business hours between 7.00am and 7.00pm Monday to Friday and 8h00am to 13h00pm on Saturday s, thereafter tenant will be expected to pay for additional air-conditioning.
10) ELECTRICITY INVOICING

1. 2.
The power company collects the electricity fee from IRT. The Building Attendant reads the electricity meters of all tenants from the 15th of month A to the 15th of month B. The Electric Meter Reading form is then completed by the Building Attendant and given to the CBRE office manager before the 20th of every month. Secretary checks that the Previous reading is the same as the current reading for the month before for every tenant.
3.
4.
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5.
The form is then signed by the Property Manager and the debit note can be sent out to the tenants. 11) DAILY LOG BOOK
1. Daily log book is kept at the front desk.

2.
Daily log book records all incidents and complaints by tenants and Building Attendants.
3. Tenant rings secretary in first instance, if not Building Attendant answers. Note: if the Building Attendant see any lights or repairs necessary he will also complete the daily log book. 4. Complaint filled out in the daily log book. 5. M&E staff informed of complaint or/and M&E supervisor reviews log book (i.e. lights bulb needed) and daily log book completed.
6.
The Daily log book is sent at the end of each day to the Property Manager to 12) INVENTORY LIST
review.
An Inventory List must be kept at all buildings listing with a code/series no, quantity and location of all fixed Assets. The inventory list must be regularly updated constantly as soon as any new fixed asset is purchased and positioned within the building. The inventory list must be dated and signed each time it is updated. Operation Manager and Property Manager are to ensure each fixed Asset is accurately described with the make and model number also included. A copy of an asset list is included overleaf. An index is important at the beginning of any asset inventory list. 13) MAIL BOX 1. Tenant Mail boxes are kept at the 1st floor inside the lobby of the office towers. Keys are provided by management to each tenant for their mail box and kept by the tenant.
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2. If the tenant loses their mail box key, the management office will provide another key upon receiving the cost to re-cut. If urgent the security guard at the lobby may use the master key to open a mail box only with permission of the Building Attendant.
3.
Mail is delivered to Indochina Riverside Towers and given to the security guard at the 1st floor. All general Mail is put into tenants mail boxes. Registered mail and EMS mail will be recorded in the mail book and kept at the secretary desk and if the mail is not picked up by that day it will be delivered by security to the tenant who will then sign, as received in the mail book. 14) STOCK CONTROL - CAPITAL ITEMS
4. 5.
Stock Control of Capital and miscellaneous items are to be kept. These follow the same process as stock control for M&E spare parts. Stock Control sheets are kept for all items including soap, toilet paper, garbage bags, carpet, glass, ceiling tiles etc. A copy of the stock control of capital items follow. 15) STOCK CONTROL M&E SPARE PARTS Example 1. Either a tenant, M&E, security guard or cleaner etc. report to Building Attendant that a light is missing.
2.
Building Attendant will record in daily log book i.e. 1 fluorescent 18W light is needed on floor 8. On spare part list the Building Attendant will indicate on the day taken 1unit of 18W fluorescent light used.
3.
4. Building Attendant will also write at the end of the spare part list the date, type of spare part, and where it is used. 5. End of the month Building Attendant confirms total used of each type of spare part both the total used and balance remaining. 6. At the end of the month once Building Attendant totals balance remaining a physical stock take is undertaken by the Building Attendant to ensure the M&E spare part inventory is correct.
7.
If the figures do not balance (i.e. the balance written in the inventory and the actual physical number kept in stock) the Property Manager is to be informed immediately and Operation Manager informed by the Property Manager.
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8. There is a minimum amount of stock kept see last column. 9. Once the minimum amount of stock is reached the Building Attendant completes a Purchase Order (P.O.). Store room and keys All M&E parts are kept in the store room. This must be kept locked at all times. Only the Building Attendant responsible for stock control and the Property Manager have the key for the store room.
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16) M&E PERFORMANCE AND REPORTING Attendance Conducted the same as for security guards. Monthly Report and Meetings 1. The M&E (sub-contractor or in-house) submits a report detailing all M&E issues for the previous month. 2. The report must be read and copies kept at CBRE, management office and Landlord. 3. Chief tech completes report and send to building management office.
4. 5.
A monthly meeting is held between CBRE and IRT to review the report. A meeting is held every 2 weeks with the chief tech and Property Manager and if possible the CBRE Operation and M&E manager to discusses routine matters.
6. Minutes should be kept of meetings. Inspections 1. CBRE have in-house technicians to cross check that M&E sub-contractor performance is satisfactory.
2.
They must visit the site at least once every week, site visiting log book to be completed.
3. They must attend all meetings especially monthly and fortnightly meetings.
17) SECURITY PERFORMANCE Security work schedule The security manager will provide a work schedule and must be sent to the Operation Manager and Property Manager. Property Manager to pass a copy to Building Attendant or assistant Property Manager who will be responsible for checking that the schedule is being followed. If schedule is not followed, Property Manager to be informed immediately and Property Manager to inform Operation Manager. Meetings
49
1. Security has a supervisor that will inspect the site continuously.

2.
Building Attendant should meet the supervisor and discuss any potential minor problems. Property Manager to be informed. A meeting must be held with the Property Manager, Building Attendant and Operation Manager to discuss the performance over the last 2 weeks, highlighting areas of improvement.
3.
4. Minutes of these meetings (see point 3) should be kept and followed upon.
5.
Property Manager should visit the site late at night / early morning at least once per month to confirm security guards are not asleep and work is at an acceptable standard. 18) CLEANING PERFORMANCE
The Property Manager, Building Attendant and Operation Manager should meet with cleaning supervisor at least once every 2 weeks. Minutes should be kept of meeting. If any problems or improvements are necessary in the performance, the Property Manager must discuss with Operation Manager and a meeting held with Operation Manager to resolve immediately. Cleaning work schedule The cleaning supervisor must provide a work schedule daily, weekly, monthly and yearly. This is sent to the Operation Manager and Property Manager. Property Manager will send a copy to Building Attendant. If the work schedule is not followed the Building Attendant to inform the Property Manager immediately in writing. Property Manager is turn will inform Operation Manager. A meeting will be called with the cleaning manager/supervisors to discuss their performance in case the schedule is not followed. 19) PETTY CASH PROCEDURES 1. Request for payment is done by filling out a standard form. 2. Approval for signage must be approved by Operations Manager or Director - Property Management.
3.
The Office Manager will issue petty cash upon approval by the Operations Manager / Director/Property Management.
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4. Copy of receipt is kept in the management office. 20) INVOICE APPROVAL FROM SUB CONTRACTORS 1. Any invoice received by the management office from any sub-contractor is passed onto the office manager. However it must be checked by the Building Attendant to ensure it is correct. 2. The secretary completes the request for payment forms.
3. 4.
The form is then checked and approved by Property Manager who sign and date the form. Office manager decides which form should be send to IRT for payment and which forms should be kept at CBRE to pay.
5. Original copy of invoice and invoice forms are sent to CBRE Account Dept. Head Office for approval. 6. Once approval, the original copy of invoice is returned to Office manager for her to allow her to pay the outstanding amount. 7. A received stamp must be stamped on each invoice as it is received indicating the date and signed by the person who received the invoice. 21) LIFT REQUEST FORM For permission to use Goods / Service Lift a tenant will ask for permission upon which the security guard at the basement will provide a Lift Request form 1. Tenant will complete the form which follows and sign. 2. Once the form is completed it is sent to management office and Building Attendant to approve and sign.
3.
The Request form is then sent to the tenant and a copy sent to the security guard at the basement. On the date and time prescribed in the request form, the tenant will contact the guard at the basement who will arrange for operation of the goods lift.
4.
5. 22) INCIDENT REPORTING / RESOLVE 1. An incident is reported to the management office.
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2. Building Attendant then inspects location of incident and takes a photo and checks damage. 3. In the case of an incident involving a vehicle the damage will usually be covered by insurance so the appropriate insurance steps are taken. 4. Building Attendant will organize a quotation if vehicle and give to visitor/tenant to claim from insurance. If vehicle does not have any insurance, vehicle owner will pay cash to repair damage to building. 5. If any other form of incident most will be claimed from insurance. 6. The incident report must be signed and dated by Building Attendant. 7. Each incident will also include the security report. 8. Building Attendant keeps in contact with insurance to ensure payment.
9.
Meanwhile Building Attendant will arrange for repair with Property Managers approval. 23) MANAGEMENT / LANDLORD STAFF MEETINGS
Management Staff Meeting 1. Every week a property management staff meeting is held at the management office.
2.
Staff to attend:
Property Manager Building Attendant or Asst. Property Manager Office Manager Security supervisor Cleaning supervisor M&E senior technician and supervisor
3. The Aim of the meeting is to discuss / inform and update staff of work in progress etc. 4. Minutes are kept by the secretary and filed. Landlord Meeting
1.
A meeting is held with the Landlord at IRT Office every 2 weeks.
2. Staff attending include : Operation Manager Property Manager General Director IRT
3.
Minutes are to be kept by Property Manager.
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24) KEY CONTROL / REGISTER 1. Key control is administered by the Building Attendant.
2.
Keys are kept in a locked key cabinet. Storeroom keys are kept by the Building Attendant and Property Manager only. Keys are kept for vacant units and common areas only. For units occupied by tenants the management office do not have keys, only the tenant. This reduces any liability of the management office and staff.
3.
4. Any request for a key, the key book is completed 25) NEW LEASES / LEASE RENEWALS Any new lease or lease renewal a process is followed by Head office and the onsite management office. 1. CBRE will negotiate with potential new tenant.
2.
An Offer to Lease is signed by the Perspective Tenant and must be approved and signed by IRT. An Acceptance Letter is then sent to the Tenant and a booking deposit obtained.
3. A copy of the signed offer letter is kept on file by CBRE Management Office.
4.
Management office will start the handover procedures of the premises as soon as the offer and a copy of the acceptance letter has been sent to the Property Manager. 26) INSURANCE
Insurance claims
1.
An incident report indicating the claim must be send to the Property Manager. This report is made by Building Attendant.
2. Building Attendant will then organize a quotation and complete the insurance claim form. 3. Building Attendant will ring and verbally confirm with insurance before hand.
4.
Any problems that may occur or disagreement with the insurance company is to be informed to the Property Manager and Operation Manager.
Building Insurance Indochina Riverside Towers has comprehensive insurance coverage for the building. However tenants must insure their own goods, equipment and fit out.
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27) FIRE SAFETY OPERATION MANUAL 1. INTRODUCTION To briefly explain the operation of the fire protection systems in Indochina Riverside Towers, the procedures to be adopted by the staff to assist in smooth evacuation of the building in the event of a fire, and the specific procedures to follow in that event. Understanding of the fire protection system in the building and co-operation in the implementation of the procedures in the total evacuation is important. 1.1 Purpose The purpose of the Fire Safety Operation Manual is :a. To ensure the safety of human lives in the event of fire. b. To establish a systematic and orderly evacuation plan. c. To ensure prompt raising of the fire alarm and fire fighting efforts in the event of fire.
d.
To instill a keen awareness in all occupants of the need to prevent an outbreak of fire by constant and habitual observation of basic fire precautions.
1.2 Joint Fire Safety Committee A Joint Fire Safety Committee shall be formed in the building for achieving the above purpose. It shall comprise the following persons :a. b. c.
Co-ordinator / Assistant Co-ordinator. (Building Management Personnel) Fire Wardens / Assistant Fire Wardens. (Tenants Fire Safety Committee) Members of the fire-fighting team. (Building Management Personnel)
1.3 Fire Alarm The fire alarm may be raised by: a. Manual Alarm Station This consists of Push Button Call Points located throughout the building. In case of fire, a person should push the button which will cause the release of the contact button in order to ring the alarm bell. b. Automatic Heat Detector System The building is protected by heat detectors at various locations in the building. Heat detectors can be activated when sufficient heat is generated below them. When heat
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detector is activated, it will send a signal to the Main Fire Panel in the security control station to activate the alarm in the building. c. Automatic Smoke Detector System Smoke detectors are installed throughout the building. When there is a smoke-filled atmosphere, these detectors will be activated. The alarm signal will be sent to the monitoring station in the security control room. 2. DUTIES AND RESPONSIBILITIES 2.1 Co-ordinator / Assistant Co-ordinator a. Ensure that all occupants in the building are familiar with the evacuation procedures. b. Record the dates / times of any Evacuation Drill.
c.
Appoint one person as Co-ordinator during his absence from the building.
d. Responsible for the formation and training of a fire-fighting team within the building from amongst responsible and physically fit employees. e. Ensure that exit doors are kept closed but unlocked during business hours and that hallways, corridors, lobbies and staircases are kept free from obstructions at all times.
f.
Ensure that fire extinguishers, hose reels, fire-fighting / protection system are kept in good working condition. Any system fault shall be reported to The Building Management office to immediate repair. Ensure that the Fire Emergency Plan is updated as and when necessary.
g.
2.2 Fire Wardens / Assistant Fire Wardens a. Acquaint new employees with the Fire Emergency Plan in his specific role (if any) during an emergency. b. Be familiar with the Fire Emergency Plan and means of escape of the building. c. Be familiar with the operation of the fire alarm system and the use of first-aid and fire-fighting equipment. d. Liaise and co-ordinate with each other. 2.3 Fire Fighting Team a. Be familiar with the operation of the Fire Alarm System. b. Be familiar with the Fire Emergency Plan, location of staircases and emergency exits. c. Be familiar with the location and use of first-aid and fire-fighting equipment. 3. ACTION TO BE TAKEN IN THE EVENT OF AN OUTBREAK OF FIRE 3.1 Informant The person who discovers the fire shall immediately:
55

a.
Raise the alarm by activating the nearest fire alarm Push button Alarm call point.
b. Attempt to extinguish any incipient fire with the available fire fighting equipment such as fire extinguishers and hose reels but without taking any personal risk. 3.2 All Staff a. Upon hearing the fire alarm being sounding continuously in the building all staff shall lock up their important document, shut down all electrical equipment and follow the instruction given by the floor Fire Warden to evacuate from their office by using the nearest exit and proceed to the assembly point. b. During the evacuation, all occupants should guide their guests / customers / visitors on their respective floor to immediately evacuate in an orderly manner.
c.
When evacuating, do not panic but walk quickly down the staircase by the nearest exit and proceed to the assembly point. REMEMBER, DO NOT USE LIFT.
d. The assembly point is located at the foot-path on the opposite side of the Building. e. All staff / guests / customers / visitors shall not re-enter the building unless authorized by the Fire Brigade or Fire Command Officer in attendance. f. Lifts should not be used as they have been programmed to descend and park at the 1st storey and to cease operation. 3.3 Coordinator/Assistant Coordinator In the event of fire: a. Inform Fire Brigade immediately.
b.
Proceed quickly to the main fire alarm panel at the Basement to ascertain the location of the fire and ensure that the fire-fighting team is mobilized to respond to the alarm.
c. Ensure that the building evacuation status is monitored at the assembly point through reports obtained from the Fire Wardens. d. Report the condition of the fire and number of persons missing, if any, to the officers of the Fire Brigade upon their arrival at the building. e. Ensure that the Fire Emergency Plan and the necessary keys are readily available at the arrival of the officers of the Fire Brigade. 3.4 Fire Warden / Assistant Fire Warden On hearing fire alarm: a. All Fire Wardens and Assistant Fire Wardens shall conduct physical checks on their respective floors for sign of fire. b. If the fire is not on his floor, the Fire Warden / Assistant Fire Warden shall alert all occupants on his floor to be ready for evacuation.
56
c. If it is confirmed that the fire is on his floor, he shall inform his Co-coordinator and initiate immediate evacuation for his floor, at the same time trying to extinguish the fire if possible without taking any personal risk. d. Check all offices and alert everyone on his floor to evacuate in an orderly manner using the nearest exits. e. Ensure that the disabled, children, pregnant woman, etc. if any, are given particular attention during evacuation. f. Leave the building after ascertaining that all the occupants of the floor have complied with his order. g. On reaching the assembly area, conduct a roll call of the staff present and report the evacuation status, in person, to the Co-coordinator or Assistant coordinator. 4. FIRE EVACUATION DRILLS 4.1 Fire evacuation drills shall be conducted at least once a year. 4.2 All persons in the building shall participate in the drill. 4.3 The Fire Brigade and the Local Police Station should be notified in advance of the date and time of the drill. 4.4 All occupants in the building shall familiarize themselves with the location of the assembly point. 5. GENERAL Remember, it is in your own interest: a. To know how to report a fire - sound the alarm without delay. b. To know what to do in the event of fire - avoid panic and confusion.
c.
To know the locations of nearby fire extinguishers and hose reels learn the proper way to use them.
d. To know the means of escape in case of fire and to keep staircases, landings and other escape routes clear of obstructions at all time. 6. WHOM TO CONTACT If you have any queries with regard to any matter on fire safety prevention, please contact: Property Manager at Tel. 220.0220 7. THINGS TO REMEMBER It is in your interest to ensure that your staff are properly briefed on the emergency procedures. Make sure they will: a. Know the location of the emergency exits and fire extinguishers. b. Know the action to be taken in the event of fire.
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c. Report any burning smell, fire or fire hazards e.g. obstruction of emergency staircases, to the Building Management Office immediately. 8. HOW TO USE THE FIRE EXTINGUISHER It is very simple to operate a fire extinguisher. Remember the following steps: STEP 1 - Remove Safety Device (Pin) Remove the safety device (pin) which is fitted to prevent accidental discharge of the extinguisher. STEP 2 - Aim Nozzle Aim the nozzle of the extinguisher at the base of the fire. Keep a safe distance of about 1 to 1.5 metres away from the fire. STEP 3 - Press Trigger Press the top lever of the extinguisher and sweep it from side to side to allow the discharge to be directed at the entire fire area. When the fire is extinguished, remember to ventilate the area by opening windows and doors. 9. IF YOU DISCOVER A FIRE Activate the nearest Push Button Alarm call point in order to ensure that the building is aware of the existence fire. Get everyone out of the area where the fire is and close the door to stop the spread of smoke and fire. See that everyone leave the area. Plan a safe escape routes for your staff now, even if you never have to use them. Call the Fire Brigade. Make sure that all members of your staff know this number. After you have called the Fire Brigade, you can then try to extinguish the fire but only if you can do so without endangering yourself or others. 28) TENANT REINSTATEMENT
58
Once a tenant completes there Lease term and is ready to vacant Indochina Riverside Towers the following process is to be followed. (Note: we refer to tenant fit out guide). 1. The tenant must reinstate and handover the premises as per the original drawings and handover form. 2. The same process is followed as per tenant fit out.
3. A work schedule must be sent to management office for approval, and the appropriate fees paid, same as for fit out. 4. Once completed the premises are inspected by management and M&E.
5. The tenant will then write to confirm completion and request refund of deposits and rental deposits. 6. Property Manager submits tenants request letter to IRT.
7. IRT/CBRE must confirm reinstatement and payment of all fees (i.e. rent, phone bills etc.) by the tenant 8. IRT issue the deposit refund cheque to the management office. 9. Management office completes the deposit refund. Once signed by the tenant, copies of the form are sent to CBRE Management office and IRT.
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29) TENANT FITTING OUT 1. in time. Tenant will sign the offer letter and in some cases the Lease contract if prepared
2. Tenant is given the Fitout Handbook to study. The management office provides the original plan of the space to be occupied before the tenant moves in indicating light, air conditioning ducting, fire protection and safety systems etc. 3. Management office and Tenants representatives complete the Handover form. This is signed and dated by the Lessee and Lessor and/or representatives. A copy is given to each party. 4. Tenant will then submit their fitting out drawings in 3 copies. The drawings will indicate fire protection, air-conditioning ducts, lighting, partitions, offices desks etc. 1 Copy for Management Office 1 Copy for Landlord 1 Copy for M&E sub contractor 5. Management, Landlord, and M&E sub contractor consider and discuss the tenant plans. A conclusion is reached and a letter sent to the tenant. 6. Once approved the tenants sub contractor will submit a schedule for completing fit out work. All fit out and Building regulations are to be followed. 7. Tenant must also pay the deposit before fit out work commences.
8. The number of sub contractors workers there, names, ID., and vehicle registration is to be provided to the management office to ensure security is maintained. Note: Property Manager must read the Fit out Handbook and ensure all rules and regulations as stipulated in the handbook are followed. 12. Once fit out completed, the management office shall then inspect the premises to ensure it has been built and fit out as per the fit out drawings. Any changes made not as per the drawings must be changed. 30) YEARLY BUDGET The Property Manager is responsible for calculating the yearly Budget for the Building. The Operation Manager is to oversee and amend where necessary before the budget is sent to the Landlord and Owner for approval.
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The budget is to be prepared before January each year. 1. Property Manager completes draft. He shall base the anticipated costs for the next 12 months based upon past experience and discussions with other Property Managers and Operation Manager. 2. Property Manager will then prepare Budget before January each year.
V: STANDARD EMERGENCY PROCEDURES

The following are standard Emergency procedures that apply to all buildings both Commercial and Retail in nature. 1) REPORT WRITING
1.
In the event of an occurrence of any emergency incident, whether relating to Fire, Crime, complaint or serious faults/breakdown of the building facilities, the senior building staff on the scene or the Property Manager if present, shall record particulars in an Incident Report. The report should include the following: a) b) c) d) e) f) Addressee Subject of the Report Date and Time of the Event Exact location The Reporters Name, Position and Signature Police Reference (if any)
2.
3. 4. 5.
All particulars of the event should be described briefly, clearly and in sequence. The writing must be legible. Damage part, value of property and initial action are also to be mentioned in the report. The format of the Incident Report is detailed on the following page.
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Indochina Riverside Towers Building

INCIDENT REPORT To: Incident Nature: Date, Time & Place: Reference Number: Incident Details : _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ Reported by : Position Date : : __________________________________________ __________________________________________ __________________________________________ __________________________________________
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2)
HEAVY RAINSTORM
When heavy rain is expected and flooding is immanent, the Property Manager shall ensure the following actions to be taken: 1. 2. 3. 4. 5. 6. Display a Warning Notice at the Lift Lobby or Notice Board to inform all Tenants. Inspect and ensure all windows on the roof, pump room, switch room, air-conditioning plant room areas and generator room are closed and secured. Ensure all building facilities such as gondola, scaffolding are fastened and secured. Inspect the whole building to ensure no blockage of drains, gutters and manholes. If required, prepared sandbags, sweeping equipment and submersible pumps to prevent possible flooding. Make sure all precautionary procedures have been completed and standby to handle any emergency incidents. 3) (A) FIRE PREVENTION FIRE
Once fires break out, they can spread easily and quickly. Therefore, fire prevention is one of the main responsibilities of property management personnel. All staff shall 1. Inspect and ensure all fire fighting equipment within the building is valid and in good condition. Any damage or overdue maintenance is to be reported immediately, via an incident report form. Be familiar with all fire escape routes and assembly areas, and ensure that no goods or articles are left causing obstruction to the exit passage. Fire escape staircases must be inspected on a daily basis. Make sure the roof and emergency exits can be readily opened from inside without the use of a key. Make sure no inflammable material or dangerous goods exceeding normal standard are stored by Tenants. Ensure no illegal modification is made to the fire service installation such as Smoke Lobby doors wedged in the open position, removed or locked; hydrant hand wheels missing and main control values turned off etc.
2.
3.
4. 5.
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6. 7.
An instruction for fire evacuation should be displayed prominently to notify all tenants. A fire drill should be conducted at least once a year.
In case you hear the fire alarm.

1. Remain calm as your floor may not be affected by the fire. 2. Quickly check you own work area and adjacent areas for signs of fire. 3. Alert employees and leave the building immediately in an orderly manner through the fire exit. 4. Do not use the lifts. 5. Check and make sure nobody is left inside the office / shop.
In case of Evacuation
1.
2.
Remain calm and lock away all valuable documents, cash and jewelry etc. Switch of all electrical items except lights. 3. Make sure office / shop is empty prior to closing it. 4. Leave via the nearest staircase or fire exit 5. Do not wander about. 6. Do not use the elevator. 7. Walk - do not run. 8. Be considerate and avoid panic. 9. Carry nothing larger than a briefcase. 10. Obey instructions given by the building security personnel. 11. The appointed Fire Marshall or senior member/staff present in the office/floor should account for all staff in the occupant/tenants office/floor in the event of evacuation. (B) FIRE BREAK OUT
In case of fire breakout, management staff shall :1. 2. 3. 4. 5. 6. Remain CALM Sound the fire alarm and alert all people in the immediate vicinity. Call the nearest Fire Protection Station and inform the Fire Service Department and inform the Security Department and Property Manager immediately. Attempt to put out the fire by using the nearest fire extinguishing equipment but never put yourself in danger. Do Not use water for electric fires. Should the fire get beyond your control, leave the scene immediately and await the arrival of Fire fighting force in order to give details of the situation. Assist all tenants to evacuate the building via stairwells and prevent anyone using the lifts.
64
Indochina Riverside Towers 7. 8.
Cordon off the fire scene and forbid any attempt of entry. Record all details including the cause of fire, damage and affected areas in an Incident Report which should be submitted to the Director - Property Management within 24 hours of the event.
Note: Please read the fire section specifically relating to fire in Indochina Riverside Towers further in this report. 4) 2. 3. 4. 5. 6. 7. GAS LEAKAGE
When there is a report of gas leakage, management staff shall proceed to scene for investigation, and switch off the gas. Upon arrival of the scene, staff shall NOT press door bells or touch any electric appliances. They should only open windows, doors and switch off the gas supply. If the gas leakage is serious or the situation is beyond control, they must immediately inform the Building Maintenance and Security personnel in the first instance. Alert all occupants to leave the scene and cordon the scene forbidding any attempt of entry. Look after any injured persons while awaiting the arrival of an ambulance. Record all details including the cause of the leakage, damage and affected areas in an Incident Report which should be submitted to the Director - Property Management within 24 hours of the event. 5) LIFT BREAKDOWN
In case of a lift breakdown either during office hours or after office hours, staff should telephone the lift maintenance emergency services team. The telephone number is usually marked in the lift car or lobby. A warning notice of Out of Service should be displayed to notify tenants and the public alike. If persons are trapped inside a lift the following emergency rescue procedures will be immediately applied for action: 1. You should NOT make any attempt to release them other than by authorized lift mechanics who may do so. Immediately call and inform the Elevator Emergency Service Company at Telephone No. _________. Immediately talk to the trapped passenger inside the car through the emergency (intercom) call panel with the following message:
2.
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First : Please stand-by. We are having some minor computer problem due to power fluctuation. Just stay calm. Out technicians are already on their way to re-level your car to the nearest floor and open the door for you. Second : Please stay calm. We know you are still there. In just a short while the door will be opened. Third : We are sorry for the inconvenience. instructions. 3. 4. Please dont panic. Please stand by for
If the lift mechanic does not arrive within 30 minutes, you should initiate immediately the emergency/lift rescue procedures. Record all in an Incident Report which should be submitted to the Operation Manager within 48 hours of the event. 6) EXCESSIVE NOISE
1. 2. 3. 4. 5.
All staff are expected to be aware of the Nuisance created by excessive noise, from machinery or heavy manual work or music, both in and around the building. Tenants or contractors are not permitted to carry out noisy work in the building within specified hours (see tenant handbook). Occurrence of noisy work, whether reported from roving guard, or by tenant complaint should be immediately investigated and recorded. Any tenant or contractor refusing to stop all noisy work after repeated warning should be reported to the Operation Manager. Record all details including the time and location of the occurrence in an Incident Report which should be submitted to the Director - Property Management within 24 hours of the event. 7) TRAFFIC ACCIDENTS
1. 2.
Traffic accident causing other vehicles or property damage; and Traffic accident causing injury to persons.
No matter which type of traffic accident has occurred when Management staff arrives on the scene, their primary duty is to ensure there is no further accident. The proper handling procedures are as follows:
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Traffic Accident Causing Damage Only

1. 2. 3. 4. 5. 6. 7. 8. Maintain order so that traffic within the area can return to order. Record all particulars of the involved parties. Take photographs as necessary. Cordon off the scene if the damaged part of building will endanger other people. Inform technicians to make emergency repairs if necessary. Display a warning notice. Inform your senior officer, Property Manager, Operation Manager and Director Property Management. The Property Manager should notify the Operation Manager by submitting a comprehensive written Incident Report.
Traffic Accident Causing Injury to Person

1. 2. 3. 4. 5. Direct traffic and give warning to approaching vehicles. Depending on the severity of the accident remove injured Person (s) from dangerous spots. Call Police/Ambulance for assistance. Record all details and take photographs as necessary. Inform Senior officer, Property Manager, Operation Manager and Director - Property Management. 8) BOMB THREAT
Upon discovering any suspicious articles or receiving report of bombs, Management staff should KEEP CALM and adopt the following procedures. 1. 2. 3. 4. Notify the Police and the Security Control Center. Forbid any person or vehicle other than Policeman and Bomb Disposal team to enter the affected area. Ensure all lifts to the affected area are suspended. Assist evacuation according to the Fire escape route of each floor.
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5. 6. 7. 8.
Before the arrival of the Police, a staff member may visually inspect the surrounding to see if there is any suspicious article or bomb. Do not Touch any suspicious item. Upon locating a suspicious article, cordon it off by using tape, rubbish bins or traffic cone. NEVER deal with any suspicious articles or bomb privately. NEVER use the communication Radio in the area where bombs or suspicious articles are found. NEVER cover or move the articles. Record all in an incident Report which should be submitted to the Operation Manager and Director- Property Management within 24 hours of the event. TYPES OF BOMB THREAT AND HOW TO DEAL WITH THEM
9. 10.
Thru Telephone
The receiving party should be calm and courteous. As much as possible listen carefully and
write down all information that the caller shall provide before he hangs up try to write his exact words as possible.
Try to encourage caller to converse longer in order to get information as much as possible.
Listen for speech characteristics such as intonation, pronunciation, tone which may describe persons, age, sex, nationality, etc.
Pretend to have difficulty in hearing or refer the caller to a person of a higher position or
more senior.
Seek exact conformation re : identity of person/office being threatened , floor location,

time the bomb is set to explode and type of device.
Report all the above mentioned to the Security Department immediately.

Written Communications
The bomb threat received through letter form, note or telegram should be retained carefully
observed and turned over for the Security Department immediately. for evaluation. Personal Contact
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A Person receiving bomb threat personally or over hearing one should immediately notify
the Security Department. Any physical characteristics (height, weight , sex, age, color of skin, hair, eyes, etc.) of the person making the threat should be noted down. Mode of transportation used by said person such as the make, model and possible plate number of vehicle when he leaves the scene should likewise be noted down and reported.
Car/Package/Letter Bomb
Report to the Security Department if one stumbles upon a car bomb or package/letter bomb.
Do not attempt to teach or move the bomb. Report exact location and any other details in immediately.
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9)
HANDLING OF A CRIME SCENE
In case of occurrence of Robbery, Burglary, Theft of other serious crime in the property, staff shall : 1, 2. 3. 4. 5. Notify the Operation Manager and report to the Police. Inspect the scene of crime to see if there are still any culprits. Take care of wounded if applicable. Preserve and safeguard the scene against contamination. Never touch or move any articles or switch on/off any electric appliances at the scene to avoid destruction of evidence. Forbid any person other than Police or rescue team to enter the scene. If you witness the crime, note down all information and inform Police. i.e. the culprits appearance number of criminals, their clothing, any possession of weapons and the direction in which they fled. Record all details including the nature of crime, the outcome of initial inquiry, the rank and number of the arriving Police Officer and Police reference number etc. The Property Manager should submit a comprehensive report to Operation Manager as soon as possible.
6. 7.
8.
9.
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10)
ELECTRICAL FAILURE
1.
All staff should be aware of the location of the main switch of the main electrical supply and make sure the emergency generator is always in working condition. In the event of unexpected electrical failure, Management staff shall inform the on-site technical staff and the Building Manager - immediately. Under no circumstance should Management staff other than a qualified technician deal with such electrical breakdowns. If any information regarding the suspension of electricity supply is received, the Property Manager should notify the Operation Manager. A notice should also be displayed prominently to notify all Tenants. Forbid any attempts to use lifts during the suspension period. Be prepared with some portable lighting for sudden suspension of electricity Be attentive to security risks arising during power suspension periods.
2.
3.
4.
5. 6. 7.
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11)
FLOODING
When flooding occurs in the building, prompt action is required by the duty building staff to prevent possible damage to the tenants property and the building facilities. As soon as a report of flooding is received the immediate action is as follows : 1. 2. 3. Proceed to the scene to find out the cause of the flood. Attempt to turn off the appropriate main branch or valve. If the flood is caused by a burst water pipe or leakage, inform the Chief Engineer to make emergency repairs. Stop water from flowing to other areas by using sand bags. Raise all lifts to the higher level and switch off to avoid damage. Clean up the affected area by mop, sweeper, submersible pump or other equipment. Take photographs of the damaged property for reference. Record all particulars in an Incident Report which should be submitted to the Operation Manager within 24 hours of the event. Building
4. 5. 6. 7. 8.
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12)
FALLING OBJECTS
Dropping objects is a serious offense in Law. When Property Management staff receive such a complaint, they will :1. 2. 3. Make an immediate investigation to locate the offender. Give a warning to such offender and inform Police. (Dependant upon Building policy. If the offender can not be traced, staff shall display a notice to remind all tenants regarding the serious consequence of such acts. Take photographs to the damaged property for reference. Record all details.
4. 5.
If someone was hurt by the falling object, staff shall : 1. 2. 3. 4. 5. 6. Render assistance to the injured person. Call Police and ambulance for assistance. Try to located the offender or witness. Cordon off the scene and wait for the arrival of the Police. Record all details and Police reference. Record all particulars in an Incident Report which should be submitted to the Operation Manager within 24 hours of the event.
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13)
PLUMBING
1.
If there is any minor blockage of the plumbing systems in the building, duty staff shall inform technician services personnel to make an immediate repair and inform the Property Manager.
2. If tenant requests such repairs to their unit during emergency, we may render assistance in carrying out repairs where possible but service fees will be charged. 3. If the repairs are beyond the ability of our staff and the repairs urgent, then immediately inform the Property Manager.
VI. STANDARD DOCUMENTATION PROCEDURES

The following is a list of the standard documentation which can be used on a regular basis by the Property Manager. Note: Indochina Riverside Towers and other CB Richard Ellis managed buildings do not use the documentation procedure described overleaf, but rather an amended process. The following information should therefore be used as a guide only. 1) PROPERTY MANAGEMENT CHECKLIST
This is a summary checklist which includes all the important documentation and procedures to be completed by each of the Property Managers. It is by no means an exhaustive list and may be amended from time to time. Each Property Manager must ensure that their Checklist is upto-date at all times as they will be called upon, from time to time, by the Director - Property Management to produce any or all of the information contained.
A Master File will be compiled from items identified by in the Management Checklist. It will be held in a separate file which must be accessible to all staff. The Master File should be continually updated and will form the basis of a summary of pertinent daily management issues relating to the property. The format of the Master File is contained in the Appendix and is headed Property Master File.
The contents of the Checklist include the following sections. 1.00 2.00 Physical Management (O & M) Tenancy Management
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Indochina Riverside Towers 3.00 Financial Management
2)
PURCHASE ORDER PROCEDURES
What is a Purchase Order (PO) ?

This is a form that needs to be completed each time goods and/or services are required to be purchased by any Administration Staff or Service/Technical Staff member. This form, once initialed by the Property Manager or Director - Property Management effectively grants authority to purchase the and/or service at the price and under the terms and conditions contained in the quotation attached to the PO. This form will be completed by the Secretary and will be passed the Property Manager or Director - Property Management for authorization. Copies of the recommended quotation are to be attached to the PO with reference to be noted.
What are the Purchase Order (PO) Procedures ?

All Purchase Order (PO) Books are to held by the Secretary who will be responsible for ensuring that the following procedures are followed: Steps : 1. Upon receipt of a signed Requisition Form (RF) or Work Order (WO), the Purchase Order (PO) will be completed by the Secretary. The Purchase Order (PO) (3 copies) will be passed to the Property Manager or Director- Property Management for authorization. Once authorized, all three (3) copies will be passed back to Secretary who will advise the service provider to forward the goods or services. It will be most important that the Order Number , appearing on the top right corner of the Purchase Order form, is quoted to the service provider,
No invoice will be paid without the corresponding attachment of Purchase Order (PO) Number appearing on it.
2. 3.
4. 5.
Goods are then delivered or services provided. The invoice will then be received by the Accounting Department. It will be stamped and coded depending on the detail contained on the Purchase Order (PO) form, and forwarded to Property Manager. It is the responsibility of the Property Manager to confirm receipt of the goods or satisfactory completion of services prior to initialing the stamp. Once initialed the Property Manager has confirmed that the invoice is in order to pay.
6.
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Property Manager will pass the initialed invoices back to the Accounting Department.
Summary 3 Copies required 1 x Copy to Service / Good Supplier 1x Copy to Property Manager 1x Copy to Accounting Department
Accounting Department copy will be attached to the invoice when passed to the Property Manager for initialing (Step 6).
3)
WORKS ORDER PROCEDURES
What is a Works Order (WO) ?

A Works Order (WO) will be completed if Indochina Riverside Towers Building Maintenance Personnel are commissioned by a tenant to undertake works within the tenants premises. A separate charge will be raised for the completion of such work. (subject to building consents)
What are the Works Order (WO) Procedures ?

A Works Order (WO) will be produced by the Chief Building Engineer when works have been or will be undertaken by the Indochina Riverside Towers Building Management division which are related to a particular tenancy premises area. Steps : 1. The tenant will request that specific works within their premises area is required. They will be advised that although the responsibility for rectifying the problem is their own, we are able to undertake the works but we will invoice labor and materials directly to them. A quotation by way of a Works Order (WO) form will be completed by the Chief Building Engineer and passed to the tenant estimating the cost to complete the work.
2.
3. Should the tenant agree, they will initial/sign the Works Order (WO) form. A copy will be retained by the tenant, a copy to Accounts (on completion of the job). and a copy to the Property Manager. If the tenant declines, no further action is required. 4. Work commences (assuming tenant agrees in Step 3 above).
5. Should materials be required then an appropriate Requisition Form (RF) will be completed by the Chief Building Engineer with reference to the Works Order (WO) number, and will be submitted to the Secretary in order that a Purchase Order (PO) can issued for the materials.
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Should Indochina Riverside Towers Building supply Stock via the Stock Supply Department, then a separate Requisition Form (RF) will be completed indicating Stock Supply. 6. 7. Steps 3-8 of the purchase Order (PO) procedures will then be followed. The Chief Building Engineer will be required to notify the Accounting Department of final completion of the job. Accounts will compile and maintain all records on each job is completed they will produce a corresponding summary invoice to the tenant.
Summary 3 Copies Supplied - 1x Copy to Tenant - 1x Copy to Property Manager - 1X Copy to Accounting Department
4)
REQUISITION FORM PROCEDURES
What is a Requisition Form (RF) ?

A Requisition Form(RF) will be completed if any of the Management Staff and/or Service staff are required to purchase any item from an outside source. This constitutes a request to purchase and does not give authority to purchase (only a signed Purchase Order (PO) from the Property Manager or General Manager - Property gives authority to purchase).
What are the Requisition Form (RF ) Procedures ?

A Requisition Form (RF) will be completed by Management and Service staff for the request of goods or services. This form along with confirmed pricing estimates will be passed to the Secretary for the issuing of a Purchase Order (PO). Steps : 1. The need for goods or services will be identified and the person requesting such good or services will attach to the Requisition Form (RF) confirmed quotations from a minimum of three (3) suppliers. The Assistant Property Manager will then issue a Purchase Order (PO) and will record the Requisition Number on the PO form. The original copy of the Requisition Form (RF) will be attached to the Property Managers copy. Approval will be the sought from the Property Manager or Director - Property Management. Upon approval Steps 3-8 of the Purchase Order (PO) Procedures will be followed.
2.
3. 4.
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Summary 2 Copies -1x Copy to be attached to the Property Managers Purchase Order (PO). 1x Copy retained by Secretary.
5)
AUTHORIZING CREDITOR INVOICES
Throughout the management of any commercial or residential property expenditure is incurred daily in order to maintain the services within the property and to supply the respective tenants with a clean, safe working environment . The cost of these services is passed to us by the service provider or supplier in the form of an Invoice. This document refer to the goods, services and/or materials used along with the cost and VAT sums. An Invoice should not be confused with a statement as the latter refers to the state of an account with the creditor. In most cases the Statement will not include the creditors registered VAT number, whereas an Invoice will. Invoices will be received daily by the Accounts division who will attach the necessary documentation to the Invoice (Purchase Order/Works Order copy) and pass it to the Property Manager for Authorization. After checking the details the Property Manager will initial confirmation that the goods and/or services have been received and/or completed as per the terms of the agreed quotation or contract. This verifies that the Invoice is certified for payment. The Accounting Division will not issue a payment on the Invoice until the Property Manager has authorized it. All authorized Invoices are to be passed back to the Accounts by Thursday of each working week. Failure to do so will not guarantee inclusion of the Invoice within the next cheque-run.
Please note that payment of Invoices must be completed within a reasonable period of time, normally by the 20th of the month following receipt, if there is no reason to withhold authorization.
The following is a summary of the steps required and persons responsible during this process: Steps: 1. 2. 3. The Invoice will firstly be received by the Accounting Division who will attach all documentation, principally the Purchase Order (PO) referred to in the Invoice, to it. The invoice will then be stamped and the relevant sections completed from the information contained in the Purchase Order (PO). Once completed the Invoice and attachments will be passed to the Property Manager for authorization.
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4.
The Property Manager will check the details of the Invoice and ensure that the goods and/or services have been received or completed as per the terms of the contract or quotation. He or she will also check that all details have been completely correctly. Once satisfied, the Property Manager will initial the stamp in the bottom right hand corner. although not included on the stamp it is recommended that the date of authorization is noted under the initials. On or before each Thursday the authorized invoices will Accounting Division for payment. be passed back to the
5.
6. 7. 8.
A cheque will be issue by the Accounting Division with the appropriate number noted on the stamp. Filing of all documents by the Accounting Division will be based on each individual Fund within each Phase.
6)
KEY REGISTER PROCEDURES
Key Register Procedures - This includes the recording procedures of all key movements to ensure that any key issued has all the necessary information recorded with respect to the borrower of the key. Control Procedures 1. 2. The keys and locks should be under the Key Control Officer who shall be directly responsible to the Property Manager. The Key Control Officer (KCO) should be the Chief Property Manager or the Shift Engineer. The key control officer can designate the Detachment Commander or Building Security officer to take custody and control of keys at a designated period of time. (At night time or during holidays) Keys should be accessible only to those persons whose official function and duties require access to critical areas identified.
3. Steps : 1. 2.
Details of the person requesting the key are to be entered into the Key Register. By reference to the Key Index, the specific key is sourced from the Key Box. Cabinet located at a designated place by the Property Manager with the Key Control Officer having full control over said box/cabinet.
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A numbered Key Tag is placed on the hook in the keys place to register the removal of the key. If more than one key of the same number is removed, the corresponding number of the Key Tags will be placed on the hook. Key Tag number (s) will be entered along side details in the Key Register. Key can then be passed to the person requesting it.
4. 5.
When the key is returned, the register will be completed by noting the date received and the initials or signature of the management staff who received the key. When the key is returned to the Key Box, the Key Tag will be removed and the key returned to the appropriate hook. The Assistant Property Manager will be responsible for the regular audit and review of Key Register procedures. Stringent control will be required with regards to the Master Key use and allocation. Responsibility again will be that of the Assistant Property Manager. No allocation of Master Keys will occur without the authorization form the Property Manager.
7 ) MOVE IN AND MOVE OUT Move-In Prior to any Move-In, a tenant /occupant must accomplish the following :
Register with the Property Manager Provide a copy of Lease Contract to the Property Manager Arrange for the issuance of IDs
The occupant/tenant may either have the unit renovated or not. Prior to the actual move in, the occupant /owner must submit a list of items to be brought, schedule of move in and authorized parties to conduct the move-in. These are submitted to the Property Manager for clearance then referred to Engineering/Security for the forms, approval, and assistance during implementation. Move-Out All move-outs must be pre-cleared with the Property Manager. A one months prior notice must be given by an occupant/tenant prior to any move-out. A clearance shall be processed by the Property Manager to collate all accountabilities of the occupant/tenant that have to be settled prior to move-out. As soon as all accounts have been paid, the occupant/tenant may move-out provided a list of all items to be taken out plus a schedule is given to the management office. 8) AFTER HOURS AIR-CONDITIONING
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Application for Additional Air-conditioning - this form, in triplicate, must be submitted to the Management Office at least 3 hours prior to the time needed. The (assistant) Property Manager will arrange the service is provided from the time requested. A Sundry Charge form will be completed and attached to a copy of the Application for Additional Air-conditioning which will then be passed to the Accounting Department. The application form must be signed by the tenant, accompanied by the Company Stamp (chop).
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ti liu iu hnh to nh INDOCHINA RIVERSIDE
82
Cng ty CB Richard Ellis bin son thng 10 nm 2006
Li gii thiu
Ti liu ny c cng ty CB Richard Ellis bin son dnh ring cho nhn vin thuc b phn qun l to nh. c bit, y l ti liu hng dn dnh cho Gim c qun l to nh. Mc d c bin son mt cch y nht song chng ti cho rng ni dung cun sch khng th bao hm ton din mi vn v c th cn phi chnh sa v cp nht ph hp vi nhng thay i v chnh sch qun l. Ti liu cp n 6 ni dung chnh sau: I. II. III.
IV.
V.
VI.
Miu t cng vic Nguyn tc v nhim v Ch dn Nguyn tc iu hnh to nh Nguyn tc gii quyt trng hp khn cp Cc nguyn tc chun
Nu bn gp kh khn trong vn dch thut, hy lin h vi Gim c qun l to nh c gii p
Cun sch ny c bin son dnh ring cho Vn phng qun l to nh. Nghim cm mi hnh thc sao chp hoc ti bn t bt c bn th ba no.
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Tuyn ngn lm vic
BN THU L KHCH HNG
Nhn vin vn phng qun l phi nhn thc c rng khch thu trong To nh Bc l khch hng hoc s l khch hng trong tng lai. Nhng nhu cu ca h, k c nhng nhu cu khng nm trong nhim v ca chng ta cng phi c ch gii quyt nhanh chng v hiu qu. Nn nh rng Ch u t tr lng cho chng ta. H s hi lng khi thy n lc lm vic ca chng ta. Thi hn trung bnh i vi khch thu l t 1 n 3 nm. Nu khch hng hi lng, h s gia hn hp ng khi thi hn kt thc; nu khch hng khng hi lng, h s t chi gia hn hp ng. Mc ch cui m chng ta lun hng ti l lm sao cho To nh Bc tr thnh mt To nh tin nghi cho khch thu vi cht lng cao v cung cp v duy tr dch v qun l.
84
M HNH QUN L TO NH
Nhng nh hng (v m) t bn ngoi
Xu hng th trng tng lai Th trng lao ng Chnh tr Trng thnh
Th trng vn/ ti chnh
Pht trin
PROPERTY CYCLE xung dc
Tng trng kinh t
S li thi
Tr li
Cung/Cu
nhng nh hng (vi m) t bn trong

Cu to to nh Cu trc My mc Dch v Khch thu a l QUN L Yu cu Qun l O & M Qun l ti chnh Qun l khch thu Qun l ri ro
Bao gm Qun l nhng vic pht sinh hng ngy (MGT) Cu trc iu hnh hiu qu Th tc v h thng qun l K hoch di/ ngn hn Chin dch qung b th trng Kim sot ti chnh
85

Kim sot v iu hnh gi c
Kt qu
MC TIU t c
86
QUN L TO NH
Qun l to nh l cng vic i hi phi c k nng c nhn cao trong vic lin h vi khch hng, y l Khch thu, p ng nhng ngh v yu cu ca h v dch v qun l. Nhn vin qun l u t khng ch c kin thc v qun l to nh m cn phi bit gii quyt cc vn lin quan n an ninh, v sinh v cc trng hp bt thng xy ra. Nhn chung, qun l to nh chu trch nhim 4 phn vic sau: 1) 2) 3) 4) Qun l vt cht (iu hnh v bo qun) Qun l ti chnh Qun l khch thu Qun l cc ri ro
Qun l vt cht (iu hnh v bo qun): l qun l cc vn lin quan n cc ti

sn ca to nh, rng hn l qun l v bo dng tt c cc dch v bao gm nhng khng gii hn bi cc mc: my mc, in, h thng thot nc, cu trc, d liu, mi trng, cnh quan, vt gy hi, v sinh v an ninh.
Qun l ti chnh: l qun l cc vn lin quan n ti chnh ca to nh, m bo vic

thu ph v cc khon khc t pha khch thu, m bo vic thanh ton cc ph tn pht sinh t cng tc qun l. Hn na, qun l ti chnh cn bao gm c vic lp d ton v kim sot cc khon chi nm trong gii hn tiu dng cho php.
Qun l khch thu: l qun l cc vn lin quan n khch thu, hiu nhng nhu cu
c th ca h. y l nhn t ch yu trong cng tc qun l khng th b qua v cng khng c xem thng.
Qun l cc ri ro: l qun l cc vn lin quan n an ton v sc kho ca con ngi

trong to nh (bao gm c khch thu v khch tham quan) v ti sn bao gm nhng khng gii hn cc phng thc cu ho, h thng chung bo, an ninh, bo him v vic thc hin ni quy phng chy cha chy.
87
mc lc
I. Miu t cng vic
1) V tr: Gim c qun l to nh 2) V tr: Tr l Gim c iu phi khch thu 3) V tr: Gim st K thut 4) V tr: Hnh chnh: 5) V tr: L tn 6) V tr: Nhn vin k thut II. Quy tc v nhim v chung
1) Quy tc v t cch o c nhn vin qun l 2) Nhim v chung III. Nhng ch dn hin hnh
1) An ninh chung 2) Bo co kim tra to nh 3) Nhim v khn 4) Vn phng qun l 5) Bo co s c 6) Ghi chp chung v to nh 7) Sa cha v bo dng chung 8) Yu cu ca khch thu 9) Bo dng to nh 10) H thng iu ho 11) V sinh chung 12) Vn chuyn nhng tha 13) Kim sot vt gy hi 14) Thit b phng chng chy n 15) Thang my 16) H thng Gas v nc 17) Trn k thut
88
Indochina Riverside Towers 18) H thng cung cp nc 19) Nhim v nhn vin trng xe 20) Bo v hm xe 21) Nhng du hiu kh nghi 22) Ti sn tm thy 23) S l trnh khch ra vo
IV.
Ti liu vn hnh TO NH BC
1) Bin hiu chung ca to nh 2) Bng ch dn trong to nh 3) Bo co tun v khch thu 4) im xe dnh cho khch tham quan 5) Biu t chc nhn vin 6) Ho n tn ng 7) Ho n thng 8) Ho n cho khch thu 9) Gi s dng iu ho 10) Ho n in 11) S l trnh hng ngy 12) Bng kim k hng ho 13) Hm th 14) Kim sot kho hng: danh mc vn 15) Kim sot kho hng: thit b b phn M&E 16) Bo co hot ng b phn M&E 17) Hot ng an ninh 18) Hot ng v sinh 19) Chng t cho nhng khon chi nh 20) Ho n t nhng nh thu nh 21) Phiu yu cu thang my 22) Bo co s c v cch gii quyt 23) Hp Ban qun l d n/ B phn qun l 24) Kim sot cha kho/ ng k 25) Hp ng mi/ Hp ng khi phc 26) Bo him v nhng khon b sung 27) An ton chy n
89
Indochina Riverside Towers 28) S b tr khch thu 29) Hon thin ni tht 30) Ngn sch cho nm V. 1) 2) 3) 4) 5) 6) 7)
Ti liu hng dn gii quyt s c
Cc bo co Bo ln Chy D gas Hng thang my Ting n Tai nn giao thng 8) Khng b bng bom 9) Tng tr hng n cp 10) Mt in 11) Ngp lt 12) Vt th l 13) D ng nc
VI.
ti liu chun v nhng hot ng ca to nh Bng lit k nhng danh mc qun l to nh Biu mu yu cu mua hng Biu mu yu cu cng vic Mu ngh Ho n c u quyn Hng dn ng k dng cha kho Th tc chuyn vo v chuyn ra khi to nh iu ho sau gi lm vic
1) 2) 3) 4) 5) 6) 7) 8)
90
I.
Ni dung cng vic
91
Di y l nhng ni dung cng vic ca nhn vin b phn qun l to nh. Nhng cng vic ny c th thay i theo thi gian.
1)
V tr: Gim c to nh
Nhim v: c mt ti To nh Bc (di y gi l to nh) v iu hnh cc hot ng hng ngy ca to nh. Gim c qun l to nh s cung cp cc dch v qun l chuyn nghip, v c trch nhim bo co trc tip vi Tng gim c. Trch nhim v ngha v:
iu khin, gim st v t chc nhn vin cc phng ban qun l, chu trch nhim v hot
ng ca h; m bo lch phn cng nhn vin lm vic trong k ngh.
Gi lin lc u n vi Gim st K thut. m bo cc dch v trong to nh t hiu qu

tt.
Thng xuyn kim tra to nh. iu hnh v xem xt hot ng ca cc nh thu cung cp dch v trong to nh. c bit,
cc dch v v sinh, an ninh, kim sot cc vt gy hi v dch v thang my phi c thc hin ng b v nm trong vng kim sot ti chnh cho php.
92
iu hnh v kim sot cc phiu mua hng; cc ngh mua hng pht sinh trong hot
ng qun l to nh.
Qun l khch thu trong vic tun th cc iu khon trong hp ng thu. m bo cung cp thng tin mi nht v chnh xc nht cho b phn k ton, nhm cung
cp cho khch thu bng lit k bao gm cc khon s dng hng ngy ca khch thu.
Chu trch nhim v tt c cc ho n lin quan n to nh v lm r s khc bit gia

khu vc chung v khu vc khch thu.
m bo rng nhn vin b phn qun l to nh phi quan tm ti nhng phn nn v

ngh ca khch hng (c ghi trong S ph bnh gp ca khch thu).
Pht trin v duy tr nhng chng trnh lin kt khch thu v to nh cng nh vic lin h
thng xuyn vi khch thu nhm t c s hi lng ca h.
Theo di nhng ti liu trong cun Hng dn iu hnh ni chung v cun Danh mc nhim
v qun l to nh.
Cung cp cho Ch u t cc bo co vic thc hin 4 nhim v chnh ca cng vic qun l
nh: Qun l vt cht; Qun l ti chnh; Qun l khch thu v Qun l ri ro.
Thc hin nhim v ca i trng i cu ho trong trng hp ho hon hoc b tn cng.

Gim c qun l to nh s qun l nhn vin mt cch hiu qu di s gim st ca h v h s m bo vic khch thu cng s nhn c cc dch v qun l mt cch ton din, nht qun v chuyn nghip.
2)
V tr:
TR L GIM C / iu phi khch hng
Nhim v: iu phi khch hng chu trch nhim bo co trc tip vi Gim c to nh. Nhim v v trch nhim cng vic:
Thng xuyn kim tra to nh v m bo vic gii thiu, sa cha v iu hnh to nh c

duy tr thc hin theo quy nh v m bo vic kim tra cc b phn ca to nh.
Ch kim tra ton b hot ng ca to nh, bao gm vic s dng h ng, khu vc
chung, ca ra vo, v sinh, an ninh, bo dng, thang my, cc iu kin ca khch thu v tho thun xe.
H tr vic sn xut v thc hin ti liu hng dn x l tnh hung trong cc trng hp
khn nh thc tp thot him khi xy ra chy.
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Thng xuyn lin h vi Gim c qun l to nh h tr hoc thc hin bt k nhim

v c yu cu no.
T chc sp xp cc hot ng sa cha v bo tr to nh theo yu cu ca Gim c qun

l to nh hoc Tr l gim c to nh v phn cng cho cc b phn lin quan gii quyt.
Kim sot ti tt c cc li vo ca to nh i vi cc i tng: khch, ngi giao hng v

cc t vn vin.
Kim tra hot ng ca cc nh thu cung cp dch v nh: v sinh, an ninh, thang my v
vt gy hi.
m bo cc hot ng ca to nh c din ra an ton mi ch v mi lc. m bo rng k hoch lp t cng thng s k thut vn phng ca khch thu phi c
trnh ln Ban qun l to nh ch ph duyt.
Kim sot vic lp t vn phng ca khch thu h tr h v iu kin lm vic trong

to nh nh tho thun ban u trong Hp ng cho thu.
m bo vic xut cc phiu bo n a ln b phn k ton vo cc ngy 20 ca mi thng. Thc hin bt k nhim v h tr no theo yu cu ca Gim c qun l to nh hoc Tr
l gim c qun l to nh. 3) V TR: GIM ST K THUT
Nhim v: Gim st k thut chu trch nhim phn cng, hng dn, gim st cng vic ca i k thut. Bo co v nhn nhim v trc tip cho/t Gim c To nh. Nhim v v trch nhim cng vic:
Thng xuyn kim tra, sa cha, thay th, tm nh thu dch v cho ton b h thng k
thut h tng ca To nh.
m bo tnh hot ng lin tc ca mi h thng k thut to nh. Ln k hoch bo dng, sa cha hng qu, hng thng, hng tun, ngy ca ton b h
thng, thit b ca to nh. m bo vic phng nga cc s c k thut.
Lp k hoch d tr vt t, trang thit b tiu hao phc v to nh Ph chun, gim st, h tr vic trang tr ni tht ca khch thu theo ng tiu chun ca
to nh.
Kim tra, gim st, phi hp hot ng ca cc nh thu k thut. c v ghi chp ch s tiu th in ca cc khch thu, bo co li cho K ton vo ngy
20 hng thng.
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ng vai tr thnh vin thng trc ca i phng chy, cha chy, cu h ca to nh. Duy
tr kh nng lin lc 24/7 trong mi tnh hung.
ng vai tr Ph trch An ton V sinh lao ng cho ton b to nh. Cng vic khc theo s phn cng ca Gim c To nh
4) V TR: NHN VIN HNH CHNH
Nhim v: Bo co cho Tr l Gim c To nh
Chu trch nhim tr gip v mt ngn ng cho Gim c To nh khi cn thit Chu trch nhim h tr v mt hnh chnh/nhn s cho mi hot ng ca Ban Qun l To
nh.
Hot ng nh mt k ton cho mi khon thu/chi/cng n ca Ban Qun l To nh. Lm vic nh mt l tn ca To nh khi c yu cu. Cng vic khc khi c yu cu
5)
V TR:
L TN
Nhim v: Bo co cho Tr l Gim c To nh m bo duy tr khu vc snh l tn sch s, gn gng, chuyn nghip. Tip n, hng dn, tr gip khch n thm v lm vic ti to nh mt cch chu o, tn tnh Cp th ra vo to nh tm cho khch theo ng quy trnh. Tip nhn v s l mt cch chuyn nghip mi phn hi/ ngh/ yu cu ca khch hng ng vai tr phin dch trong trng hp cn thit. Cng vic khc khi c yu cu.
6)
V TR:
NHN VIN K THUT
Nhim v: Bo co v nhn nhim v cho/t Gim st k thut Thc thi cc cng vic k thut nh sa cha, bo tr, bo dng, vn hnh h thng... trong phm vi To nh, theo s phn cng ca Gim st k thut Pht hin nhng hng hc, s c, bt thng, nguy c ... ca cc h thng k thut trong to nh. Bo co kp thi cho Gim st k thut, s l ngay lp tc mt cch hp l nu c th.
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Tham gia i Phng chy, cu h ca To nh. Tham gia gim st, h tr, phi hp vi cc nh thu thi cng trong to nh theo s phn cng ca Gim st k thut. Cc cng vic khc theo s ch o ca Gim st k thut.
II.
Nhim v v ni quy chung
Cc nhim v di dy c p dng cho ton b nhn vin CBRE. Mc d cc iu khon c miu t ch dnh cho nhn vin ti To nh Bc song n c th thay i theo thi gian.
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1)
Ni quy v nguyn tc i vi nhn vin
S thnh cng ca cng tc qun l to nh ph thuc rt nhiu vo nhn thc ca khch thu v dch v qun l. Mt dch v lm hi lng khch hng ph thuc vo nng lc, hnh kim v s kt hp ca cc nhn vin qun l. Chnh v th, nhn vin qun l phi tun th cc quy nh chun v t cch o c, tnh lch s v ngay c Gim c qun l to nh cng phi c trch nhim tun th quy nh ny. Tt c nhn vin qun l to nh phi thc hin v tun th cc quy nh sau: 1/ Nhn vin phi tn trng trit quy nh lm vic ti thiu 8 ting/ngy v c th thay i theo thi gian. 2/ Khng mt nhn vin no c i ra ngoi trong gi lm vic m khng xin php. Trong trng hp c vic phi ra ngoi th phi: a) Trong gi lm vic: xin php hoc Gim c qun l to nh. b) Ngoi gi lm vic: hi Gim c qun l to nh hoc Tr l Gim c qun l to nh xin ch dn. 3/ Nhn vin phi eo th tn CBRE (Vietnam) trong gi lm vic. 4/ Nhn vin phi tun theo quy nh ca Gim c To nh. 5/ Nghim cm ung ru, chch thuc phin trong gi lm vic. 6/ Nghim cm nh bc, c trong cng ty.
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7/ Nghim cm ng trong gi lm vic. 8/ Khng ht thuc trong gi lm vic trong to nh. 9/ Khng tr truyn, c sch bo, nghe nhc hoc xem TV trong gi lm vic. 10/ Nghim cm mi hnh thc ni xin cc t li t pha khch thu. 11/ Khng c lm vic cho mt cng ty khc cng thi gian nu khng c s chp thun. 12/ S phi bi thng nu lm thit hi n bt k ti sn no ca to nh. 13/ Nghim cm mi hnh thc tit l thng tin v chnh sch ca to nh m khng c s cho php ca Gim c Qun l To nh. 14/ Nghim cm mi hnh thc s dng ti sn chung vo mc ch ring. 15/ Tt c nhn vin phi th hin thi lm vic chuyn nghip phn nh hnh nh ca To nh Bc .
2) Nhim v chung
Gim c qun l to nh
Gim c qun l to nh l nhn vin cao cp ca to nh, c trch nhim trong cng tc o to, bo v v iu hnh hiu qu vic thc thi nhim v ca cc nhn vin cp di theo quy nh m Cng ty ra. Trch nhim ca Gim c Qun l To nh h lin quan n cc lnh vc sau:
1.
Gim c to nh c trch nhim iu hnh cc hot ng ca to nh di s kim sot ca mnh.
2. Gim c qun l to nh c trch nhim duy tr vic thc hin Ni quy to nh bao gm c ch dn lp t vn phng v cc chnh sch khc. 3. Gim c qun l to nh s lp k hoch ngn hn cho vic iu hnh v qun l to nh, duy tr ngun vn cng nh nng cp ti sn trong to nh. 4. Bng cch lin h hng ngy vi khch thu, Gim c qun l to nh s duy tr c s cung cp cc dch v mt cch hiu qu nht cho khch thu.
98
5.
Gim c to nh s ch o cng vic cho cp di v m bo rng tt c cng vic s c thc hin trng khp vi hng dn ca Cng ty v Vn phng qun l.
6. Gim c qun l to nh s gim st cc nhim v c thc thi hng ngy v o to nhn vin mi, m bo vic thc hin cng vic ca h ph hp vi tiu chun ra.
7.
Gim c qun l to nh s duy tr ton b cng vic. Tt c vi phm s c kim tra mt cch nhanh chng v trit v nu c bt k trng hp vi phm no ca cp di, Gim c qun l to nh s tham kho kin ca Cng ty v Ch u t, a ra phng thc hnh ng gii quyt vn . Gim c qun l to nh s tham gia vo cc hot ng qun l hng ngy ca to nh. Nu khng gii quyt c vn , Gim c qun l to nh s tham vn kin Cng ty v Ch u t. Bn bo co s c duyt ngay trong trng hp cn thit.
8.
Nhim v K ton
Nhn chung, c th tng kt cc nhim v ca b phn k ton nh sau:
1.
B phn k ton s thc hin cc bn ghi nh v tt c hot ng giao dch ti chnh ca To nh Bc B phn k ton phi hp vi Ch u t s m trch vic chun b ho n cho khch thu B phn k ton s m bo rng s sch k ton ca To nh c cp nht v lu gi hng ngy.
2.
3.
4. B phn k ton s thc hin vic cung cp ho n ti chnh theo yu cu. 5. B phn k ton s chu trch nhim phn loi ho n thu v ho n chi. 6. B phn k ton s chu trch nhim cc khon t cc hng ngy.
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7. B phn k ton s chu trch nhim chun b k hoch thu chi hng ngy di s t vn ca Gim c qun l to nh. 8. B phn k ton chu trch nhim lin h vi cc c quan hnh chnh lin quan n ng k kinh doanh, thu v giy php. 9. B phn k ton s thc hin bt k nhim v no theo yu cu ca Gim c qun l to nh.
iu phi khch hng

Nhn chung, iu phi khch hng thc hin cc nhim v sau:
1.
iu phi khch hng s thc hin cc nhim v theo s ch o trc tip ca Gim c qun l to nh. iu phi khch hng s bo v to nh v ngn chn mi s vi phm, ti c, tai nn xy ra trong to nh. iu phi khch hng s nm r cc hot ng ca h thng an ninh, thit b phng chy v cc ti sn khch ca to nh.
2.
3.
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4.
iu phi khch hng s tun tra cc khu vc trong to nh nh thang b, khu vc chung, hm xe, phng iu hnh... theo s ch o trc tip t Gim c qun l to nh. iu phi khch hng s thm vn khch v ngi l vo trong to nh mt cch lch s v ghi li l lch c nhn trong trng hp cn thit. Khng ai c th vo to nh m khng c giy t tu thn. iu phi khch hng s gii quyt mi s c lin quan n to nh nh: lt li, mt in, r nc, hng thang my...
5.
6.
Hnh chnh
Nhn chung, Hnh chnh thc hin cc nhim v sau:
1.
Nhn vin Hnh Chnh s thc hin nhim v h tr hnh chnh cho Gim c to nh v khch hng. Nhn vin Hnh Chnh s thu gi cc n phn nn ca khch hng v gii quyt h cm thy hi lng.
2.
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3.
Nhn vin Hnh Chnh s chu trch nhim v m trch Qu chi tiu vn phng ca to nh. Nhn vin Hnh Chnh s to iu kin gii quyt cc khon chi v bo him theo Phiu ngh mua hng c Gim c to nh chp thun. Nhn vin Hnh Chnh s thc hin bt k nhim v no theo yu cu ca Gim c qun l to nh.
4.
5.
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III. NHNG CH DN HIN HNH

Di y l cc ch dn theo tiu chun c thc hin v tun th bi b phn thc hin cng tc qun l to nh ca Cng ty CB Richard Ellis. Nhng ch dn ny c s dng nh mt hng dn cho cc gim c qun l to nh, h c th chnh sa, duyt v thc hin chng trong cc to nh h qun l.
1) an ninh chung cho to nh
103
Hot ng qun l hng ngy ca to nh khng ch l vic vn hnh hiu qu vic s dng mt bng ca khch thu m cn phi m bo vn an ninh theo tiu chun duy tr mi trng lm vic an ton v thun tin. Cn thit phi c mt i ng y cc nhn vin qun l v bt k s vi phm no trong vic thc hin cc quy nh v an ninh cng mang n mt kt qu v ch. Mc d nh thu an ninh s m trch cc dch v lin quan song Gim c qun l to nh vn phi gim st hot ng ca h c ngy v m. Kim sot li vo Bc l to nh Vn phng cho thu vi nhiu cng ty v khch nc ngoi v vy i hi phi c s ch nhiu ti b phn an ninh. Nhng li ch dn sau c p dng i vi nhn vin an ninh trong vic kim sot cc li ra vo to nh cng nh thc hin cc nhim v bo v khc mt cch chnh xc. Vic kim tra nn c thc hin u n trong 1 m, t nht 1 ln/qu. 1.
2.
Khu vn phng: Li vo khu vn phng s c m t 7h sng n 7h ti t th 2 n th 6 v t 7.30 h sng n 1h chiu cc th 7. Khu xe: c m trong sut gi lm vic c 7 ngy trong tun.
3. Gim c qun l to nh c th khng cho php bt k ai vo to nh ngoi gi lm vic m khng c giy t tu thn v c th yu cu ng k khi ti v ra khi to nh. 4. Gim c qun l to nh c th yu cu nhng ngi mang hng ho hoc bt k ti sn no ra khi to nh phi c giy php ra vo c cc cng ty thu trong to nh cung cp cho. Tuy nhin Gim c qun l to nh khng phi chu bt k trch nhim no trong vic bo v hng ho cho khch thu. 5. Mi ngi c mt trong to nh u phi chu s gim st ca Gim c qun l to nh. Bt k hnh ng gy thit hi v an ninh, danh ting hoc khch thu ca to nh s khng c vo trong to nh. 6. Trong trng hp c bt c s xm phm, gy ri hoc cc hnh ng kh nghi khc, Gim c qun l to nh c th ra lnh ng ca to nh m bo an ton cho khch thu cng nh ti sn trong to nh.
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7.
Gim c qun l to nh khng phi chu trch nhim vi bt k hng hc hoc mt mt no gy ra do vic chp nhn hay t chi bt k ngi no ra vo to nh theo nh nhng iu khon vit trn
Th ra vo To nh
Tt c cc khch thu trong Trung tm thng mi IRT bao gm c cc nh thu, nhn vin
ca h u phi c th ra vo to nh do Vn phng qun l cp. ngh eo th trong gi lm vic trong to nh nhn vin an ninh c th kim sot c.
Xin lu rng th ny nhm bo v khch thu cng nh ti sn ca h c trong to nh.

B phn Tun tra Tun tra l phng thc hiu qu nht khng ch i vi nhimv ngn chn ti c m cn gip phng chng chy n v pht hin sai phm trong trng hp bo dng to nh hoc s c. Gim c qun l to nh cn thng xuyn tun tra. Gim c qun l to nh m trch vic kim tra hot ng tun tra trong 1 m t nht 1 ln/qu. Khi thc hin nhim v tun tra, nhn vin nn: 1. m bo tt c cc ca ca khch thu v cc khu vc c bit c kho theo ch dn. 2. m bo tt c kho ca, kho mc hoc dy xch ca khch thu c bo v tt. 3. Trong trng hp pht hin ra ca vn phng hoc gian hng cha c kho, nhn vin bo v phi thng bo cho khch thu h n kim tra v kho li. 4. Kim tra cc khu vc chung nh thang thng, phng iu hnh k thut. 5. Kim tra tt c khu vc ca khch thu nh ng h o tiu dng, tng, trn, vn, thm v ca s m bo khng c s xm phm. 6. m bo s trang tr ti cc khu vc chung ca to nh l hiu qu. Mi hng hc cn phi c thng bo kp thi. 7. Phi thng bo cho nhn vin an ninh tt c cc trng hp ng nghi ngi trong to nh. 8. Ghi li tt c cc trng hp ng nghi trong hm xe v bo co cho nhn vin an ninh nu cn thit. 9. Kim tra tt c cc thit b ca to nh. Trong trng hp pht hin ra bt k s hng hc no hoc cc trng hp nh khi thuc, d gas, d nc hoc lt... phi bo co cho Gim c qun l to nh.
105
10. Ch n tt c h thng bo trm, nu c. m bo rng h thng ny khng b ph hng hoc bo ng gi. 11. Gi cho li thot him trong c m bo an ton. Cc thit b phng chng chy n bao gm bnh cu ho phi trong iu kin s dng tt. Trnh mi ri ro do ho hon gy ra. Tun tra hng ngy
1.
Cng tc tun tra trong To nh thng c cc Gim c qun l to nh/ Tr l Gim c m trch.
2. Tt c nhn vin cn phi nm c thng tin ny. 3. Cn nhn thc c rng hot ng tun tra to nh l hot ng c tm quan trng to ln trong cng tc qun l, sa cha v bo dng ca mt to nh. c bit lu n vic h thng thang my phi c vn hnh tt.
4.
Thng xuyn kim tra h thng phng chng chy n, c bit lu thit b dp la v chung bo chy.
5. Kim tra h thng chiu sng ti cc khu vc chung trong to nh cng nh hm xe gim thiu s thit hi nu c.
106
2) BO CO HOT NG KIM TRA TRONG TO NH
THNG
KIM TRA/BO CO
1. Cc bo co hot ng kim tra trong to nh phi c Gim c iu hnh ph duyt 1thng/ln. Bn bo co sau tng kt nhng hot ng qun l chnh yu trong thng trc. 2. Gim c qun l to nh phi thng hiu ton b ni dung cun sch ny cng nh nhng yu t cn thit ca cng tc qun l to nh v cc bo co hot ng kim tra trong to nh. 3. Gim c qun l to nh phi m bo hot ng tun tra hng ngy c thc hin mt cch nghim tc.
107
TO NH BC
BO CO THNG HOT NG KIM SOT TO NH
To nh Ngi lm bo co _______________ _______________ Thng Ngy _____________ _____________
1.0
Nhn vin qun l Kho bi:
Hot ng chung/Kin ngh :
2.0 Kin ngh (Bt u t tng thng xung nh n cu thang)
2.02
Mi nh :
Y/N Y/N Drainage Block Exit Door Unlocked Y/N Y/N Debris Build-up Y/N Y/N
Water Ponding Cladding Deterioration
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Kin ngh:
2.03
Phng K thut
Y/N Y/N Rubbish Entry Door Unlocked Y/N Y/N Grease Oil Y/N Y/N
Water Leakage Lights ON Entry
Kin ngh:
2.04
Thang b :
Y/ N Y/ N Rubbish Entry Door Unlocked Y/N Y/N Light Bulb replacement Y/N Y/N
Water Leakage Lights ON on Entry
Kin ngh : 2.05 Khu vc snh tng 1 v va h chung:

All doors secure Extinguishers OK Light Bulb replacement CCTV locations Y/N Y/N Y/N Y/N Smoke Detectors OK Rubbish Air-conditioning Obstruction Y/N Y/N Y/N Y/N Hose Reels OK Cleaning Toilet Areas Y/N Y/N Y/N
Kin ngh :
2.06 Li vo tng 1 v snh l tn :

Granite Clean Fire Doors held open Lobby Information/Clean Y/N Y/N Y/N Window Clean Rubbish Glass Wall Panel Clean Y/N Y/N Y/N Floor Clean Light Bulb replacement Sliding Door Clean Y/N Y/N Y/N
Kin ngh : 2. Nh v sinh :

Granite Clean Rubbish Y/N Y/N Mirror Clean Toilet Supplies Y/N Y/N Floor Clean Ventilation Y/N Y/N
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Light Bulb replacement Y/N

Y/N Y/N
Kin ngh : 2.08 Hm xe :

Floor Clean Toilets Clean Water Ponding Fire Doors held open Y/N Y/N Y/N Y/N Ceiling Pipes Clean Toilets Supplies Drainage OK Rubbish Y/N Y/N Y/N Y/N Water Leakage Fire Equipment Light Bulb replacement Driver Room Clean Y/N Y/N Y/N Y/N
Kin ngh :
2.09 Pha trong thang my :

V sinh sn thang my Y/N V sinh tng thang my Y/N V sinh phn iu khin Y/N
Kin ngh :
S thang Lift Number Lift Number
2.10 Dch v v sinh Cc hot ng Li vo to nh Snh thang my Thang t Thang b Hm xe Knh ca s bn trong to nh
Ca s bn ngoi to nh - Ngy lm v sinh ln trc Kin ngh 2.11 An ninh: Cc hot ng Li vo to nh Snh thang my Hm xe Thang b/ Tun tra Tng 1 Tun tra bn trong to nh
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2.12 Cnh quan: Cc hot ngVn tc Cy ci H thng phun nc
Ngi lm bo co : Gim c to nh
Ngy
Ch Bn bo co ny c trnh duyt ln Ch u t trc ngy 15 hng thng.
7) Gii quyt s c 1. Trch nhim v ngha v phng chng cc s c trong to nh phi c tun th trong sut thi gian lm vic. 2. Nhn vin vn phng qun l phi cung cp cho khch thu y cc thao tc x l thch hp trong cc trng hp khn. 3. Nhn vin an ninh phi cung cp cho khch thu cun sch ch dn trong trng hp khn. 4. Gim c qun l to nh v Qun l khch thu c trch nhim lu n thit b, kho hng trong cc trng hp khn 5. Tt c nhn vin phi tun th theo ch dn ca Ti liu x l tnh hung trong trng hp khn.
111
8) Vn phng qun l
1. Vn phng qun l phi c gi gn sch s v gn gng trong sut gi lm vic v lun phi c t nht 1 ngi tc trc k c trong gi n tra. 2. Ton b nhn vin vn phng qun l phi tr li bt k cuc in thoi gi n no vi thi lch s v ghi li tn ngi gi, yu cu v thi gian gi n.
3.
Gim c qun l to nh s chu trch nhim vi cc hot ng ca vn phng qun l ng thi m bo cc khon thu chi ca vn phng khng vt qu ngng cho php.
4. Vn phng qun l khng c dng khch thu, li xe ngh ngi v cng khng phi l ni hi hp. 5. Khng c n qu, ht thuc trong khu vc vn phng.
112
6. Khng c ng li hoc cc vt dng c nhn trong vn phng hoc kho bi to nh.
9) Tai nn, trm cp v cc trng hp ri ro khc
1.
Bn bo co vn tt v tai nn, trm cp v cc trng hp ri ro phi c gi ti Gim c qun l to nh . Trong bt k trng hp khn no, nhn vin qun l to nh hoc Gim c qun l to nh (nu ang c mt) phi l ngi u tin thng bo tnh hnh cho b phn gii quyt c lin quan (b phn cu ho, cnh st hoc cu thng) ng thi tip tc theo di h tr cho cc b phn lin quan lm nhim v.
2.
3. Nhn vin cc b phn lin quan phi c mt ti hin trng tai nn gi h tr trong trng hp cn thit.
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4.
5. Trong trng hp xy ra s c, nhn vin trong to nh phi lm ngay nhng vic cn thit theo ch dn ca Gim c qun l to nh hoc nhn vin di quyn no c mt ti hin trng hoc theo ch dn ca nhn vin b phn lin quan.
6.
Trong bt c trng hp no, khng c thng bo vi cc phng tin truyn thng hoc cng chng nhng thng tin v cc s c xy ra trong to nh. Cc yu cu a tin kiu ny s c Cng ty hoc/v Ch u t trc tip ch o.
10) h s lu tr ca to nh
1.
Vn phng qun l lu gi h s to nh. H s ny c th dnh cho Ch u t kim tra bt c lc no.
2. Tt c ti liu chnh thc s c lu gi. Khch thu s c mt bn sao bao gm c Hp ng thu din tch hin thi ca h. 3. Ti liu v khch thu v h s ca to nh u c lu gi trong t ng ti liu ca Vn phng qun l. Mi t ng u c file qun l lit k danh sch cc file c lu gi bn trong. 4. Gim c qun l to nh cn nhn thc c tm quan trng ca vic lu tr h s mt cch y v chnh xc v cn phi m bo vic nu h vng mt, nhn vin cp di ca h cn thu nhn nhng thng tin cn thit cp nht vo h s.
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5. Gim c to nh c trch nhim trao cc bn v mi nht cho khch thu v m bo rng h bit c cc ti liu c a n t u. Vn phng chnh ca CBRE l ni thch hp cp ra cc ti liu 6. Vn phng chnh ca CB Richard Ellis s lu gi ton b hp ng, bo co, d ton ngn sch ca khch thu... tin cho vic tham kho.
11) sa cha v bo dng
1. Trong trng hp cn thit nhn vin vn phng qun l c nhim v thc hin cng vic bo dng thng thng.
2.
Nhng cng c, thit b v kho bo dng c cung cp cho nhn vin khi cha dng n phi c gi an ton, sch s. Chnh v mc ch ny, cha kho ca kho bo dng phi c sn sng cung cp cho Tr l Gim c To nh vo bt k lc no.
3. Khch thu hoc cc nh thu xy dng (d l ca to nh hoc khch thu) u khng c php gy ra ting n trong gi hnh chnh hoc ngoi gi quy nh ca to nh.
115
4.
Gim st K thut chu trch nhim bin son ti liu v cc yu cu sa cha bo dng theo lch trnh. Nh thu M&E c trch nhim thc hin trong sut thi gian lm vic ngoi tr ch dn ring bit trong cc trng hp c bit. Gim c qun l to nh s m trch cng trng sa cha. Gim c qun l to nh phi chc chn rng nhn vin sa cha hoc nh thu cung cp dch v ny phi t m bo an ton cho h.
5.
12) Kin ngh ca khch thu
1. Tt c cc kin ngh, ku ca, phn nn ca khch thu u phi c ghi li trong S nht k hng ngy ca to nh v phi c bo co ngay cho Gim c qun l to nh nhng trng hp nghim trng.
2.
S rt nghim trng nu nhn vin vn phng qun l khng ghi li v bo co nhng kin ngh ny. Trong trng hp cc yu cu, kin ngh khng y v d hiu, khch thu c th lm bn bo co ln Gim c qun l to nh hoc Tr l Gim c To nh.
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3.
Vi cc trng hp khn thit, Gim c qun l to nh hoc Tr l Gim c To nh c th quyt nh ngay cc hnh ng cn thit gii quyt vn nhanh nht. Tu theo tnh cht nghim trng ca cc phn nn, Gim c to nh s ch nh Gim st K thut hoc Trng b phn an ninh gii quyt tu theo trch nhim ca mi bn nh sau: Nhim v b phn thc hin
Khch thu
Nhn kin ngh, than phin
Ghi li trong s nht k to nh Chp thun th kin ngh Gii quyt kin ngh ca khch thu qua in thoi hoc th Theo di n khi kin ngh ca khch thu c gii quyt. Ghi nhn kt qu vo S kin ngh khch hng.
Th k/ L tn/ Qun l khch thu Gim st K thut/ Tr l G Gim c qun l to nh/ Gim st K thut/ Tr l G Gim st K thut / Th k/L tn vn phng qun l
4. Tt c cc khiu ni, kin ngh ca khch thu d ng hay sai cng phi c nhn vin qun l tip nhn mt cch lch s nht v ghi li y vo S nht k.
13) Bo dng to nh
t c mc tiu qun l, nhn vin vn phng qun l phi nhn thc c tm quan trng ca cng tc bo dng to nh v cc dch v lin quan ca n. Vic khng thc hin theo k hoch tt yu s dn n cc hng hc trong tng lai v vic sa cha s tiu tn mt khon chi ph. Chnh v vy, trnh cc hng hc thng thng, Gim st K thut to nh nn t vn cho Gim c qun l to nh a ra chng trnh bo dng. Di y l cc hng dn chung v vn ny:
117
1. Kim tra s c ca tt c cc h thng cung cp in, iu ho hoc ting n t cng tc, hng in, chy n hunh quang... 2. Kim tra s c h thng bo trm, h thng bo chy, thang my v cng tc an ninh. 3. Kim tra hng hc ca ca s, ca ra vo, kho v cc thit b khc xem cn sa cha hoc thay th u. 4. Kim tra h thng dn v thot nc, b cha nc trnh hin tng d nc hoc ngp lt. 5. Kim tra h thng my bm, h thng thot him, h thng iu ho v h thng qun l m bo chng lun trong iu kin hot ng tt. 6. Kim tra h thng tng v trn nh. 7. Bo co ngay cc trng hp sa cha hoc thay i bt hp l no. Khi xy ra cc vn sai hng v trang thit b trong to nh nh chy, hng ng dn nc, ca hng kho hoc cc thit hi do h thng phun nc cu ho gy ra... Gim c qun l to nh s thng bo cho Gim st K thut. Gim c qun l to nh ng thi bo co ln Cng ty hoc/v Ch u t ch quyt nh gii quyt cui cng.
14) H thng iu ho khng kh
1.
Khng c php thay i bt k iu khon no v vic cung cp h thng iu ho khng kh nu khng c php ca ch to nh. Bt k s vi phm no cng phi bo co ln Gim c qun l to nh.
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2.
Khng mt ng dn nc thi no c lp nu cha c php ca Gim st K thut to nh.
3. Khng c bt k ng thot nc no ca h thng iu ho r d ra khu vc cng cng xung quanh to nh. 4. Phi bo co vi Gim c qun l to nh cc trng hp hng lng bo v my iu ho, ng dn nc hoc bt k hng hc no khc ca h thng ny. 5. Cng tc bo dng u n c nhn vin k thut m nhn phi c ghi li mt cch y . 6. Trong cc trng hp khn nh mt in, nhn vin vn phng qun l phi kim tra h thng iu ho v bo cho b phn k thut nu cn thit.
15) v sinh
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1. Nhn vin vn phng qun l phi nhn bit c cch lm v sinh thch hp cho mi to nh v phi bit c danh mc vic lm v sinh kim tra, m bo rng cng tc v sinh to nh c thc hin theo tiu chun.
2.
Gim c qun l to nh v Tr l phi c bit lu n vn mng nhn v bi bn khi i tun tra to nh, y l vn cn c bit quan tm.
3. Nhn vin vn phng qun l phi duy tr mi quan h tt p vi nhn vin v sinh lm vic trong to nh v gi gn mi quan h trong qu trnh lm vic. Bt k trng hp bt ho no cng phi c bo co vi lnh o cp trn.
4.
Trong cc to nh khng c khu vc sinh hot ring cho nhn vin v sinh nu khng c s ng ca Gim c qun l to nh hoc Ch to nh. Nhng thay i v nhn vin v sinh phi c bo co v chp thun ca Gim c to nh. Nhn vin v sinh khng c php ri khi to nh cho n khi cc cng vic (v sinh thang hng, li vo v snh tng trt) c hon thnh vi s chp thun ca Gim c qun l to nh (nu c mt) hoc (nu vng mt) Tr l. Nhng li khng ng theo tiu chun v sinh to nh, nhng vi phm trong ca lm vic ca nhn vin v sinh, s thiu ht ho cht ty ra, nhc im ca thit b my mc v sinh hoc cc kin ngh, than phin v dch v v sinh s c ghi li trong Nht k to nh v cc bo co ca Tr l. Gim c qun l to nh s nhn c 1 bn sao lu gi. Phi duy tr hot ng thanh tra bo co v ch s ph duyt ca Gim c qun l to nh, xc nhn cng vic c hon thnh.
5.
6.
7.
8. Trong mi trng hp, nghim cm nhn vin v sinh i hi tin cng t khch thu thc hin cc nhim v v sinh nh dn rc vn phng.
16)
x l cht ph thi
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1. Nhn vin v sinh c o to thc hin cc cng vic thu gom rc thi trong to nh. 2. Bng hng dn thu gom rc thi c cung cp v duy tr vic thc hin tr phi c sa cha i mi ca Gim c qun l to nh. 3. Thng xuyn kim tra v lm v sinh hm, kho, thng cha rc. Cc hot ng lp t v trang b cho vn phng phi c gi gn sch s v ty u hoc sn mi trong trng hp cn thit. 4. Cc khu vc thu gom rc thi phi c lm sch v ty u khi xe ch rc di i. 5. Cc khu vc thang my, thang b v cnh quan xung quanh to nh khng c c rc thi. Nu c rc ti cc khu vc ny phi lp tc bo co vi ngi qun l khc phc. 6. Khng c hng hm cha rc hoc xung quanh khu vc cha rc thi. Cc kho cha hng c th c b tr theo s sp xp ca Gim c to nh.
17) Kim sot vt gy hi
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1.
Nh thu c thm quyn s thc hin vic kim sot vt gy hi trong to nh. Gim c qun l to nh v Tr l s m bo cng tc ny din ra hiu qu. Cc trng hp su b hoc cc loi gm nhm c mt trong to nh hoc c khch thu pht hin u c bo co vi Gim c To nh.
2.
3. Cc ng ng dn nc phi c kim tra thng xuyn trnh ng nc, ngn chn s sinh si ca mui.
4.
Nhn vin nn thng xuyn canh chng s sn sinh ca mui t cc vng nc, lon nc, l hoa, st rc; nhanh chng loi b cc vt ny v lm sch cc vng nc ng.
5.
18) Thit b phng chy cha chy
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1. Pht hnh Ni quy phng chy cha chy cho tt c cc khch thu trong to nh l cn thit hng dn h cch thot him v x l trong nhng trng hp khn.
2.
Cc thit b phng chy cha chy phi c kim tra u n. Phi bo co vi Gim c qun l to nh v Tr l nhng trng hp hng hc cc thit b ny.
3. H thng chung bo chy phi c dng th 1thng/ln hoc theo thi hn chun cho php. 4. Thit b phng chy cha chy phi c lp t ti phng iu hnh in v phng iu hnh thang my v phi c kim tra hng tun. 5. B cha nc cu ho phi sch s v sn sng khi cn thit. 6. Giy bo hnh thit b phng chy cha chy phi c lm mi hng nm v trnh cho vn phng qun l to nh. 7. Bng hng dn kim sot la phi c gi ti tt c cc khch thu.
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19) Thang my Thang khch

1.
Thang khch c s dng cho tt c cc tng v c iu khin t ng bi cc nt bm tng ng vi cc tng. C 4 thang my phc v khu vn phng. Hng ho ch c chuyn ch trong thang hng khi thang lp t cc thit b bo v. Khng c cho ch mo vo thang khch. Bt k trng hp vi phm no s c bo co ln Gim c qun l to nh xin ch dn gii quyt.
2.
3.
4. Thang khch phi c kim tra t nht 1ln/ngy m bo an ton v sch s. Nhn vin v sinh s phi lm nhim v ngay lp tc ti thang my nu c bt k ch bn no.
5.
Tr em khng c chi trong thang my
6. Khng s dng thang khch vn chuyn hng ho. 7. Phi bo dng thang my nh k 1thng/ln theo nh khuyn co ca nh sn xut.
Hng dn chung s dng thang my 1. Mi vn hng hc ca thang my s c thng bo ngay n nh sn xut. Phi thng bo ngay lp tc cc trng hp mc kt ngi trong thang my b phn qun l gii cu h. Duy tr lin lc vi ngi b mc kt cho n khi gii cu c h. 2. Phi bo co vi Gim c qun l to nh cc trng hp hng hc ca thang my. 3. Bo co vi nh sn xut mi trng hp hng hc hoc s c ca thang my. 4. Phi ghi li cc trng hp hng hc ca thang my.
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5. Chung bo v h thng lin lc ca thang my phi c kim tra hng tun v bo co li vi vn phng qun l.
20) Gas v nc
1. Nhn vin vn phng qun l phi bit ch t bnh gas v ng nc, nhng nt iu chnh chnh trong to nh. 2. Nhn vin vn phng qun l phi lu n cc kh nng d gas v bo co cc trng hp kh nghi vi Gim c qun l to nh.
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21) trn k thut 1. To nh c trang b h thng truyn thng c t trong trn. Tt c nhn vin phi lm quen vi Nhng Chnh Sch v Ni Quy ca nhng h thng ny v hng dn khch thu.
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2. Khng c s dng i hoc anten tivi bt c v tr no trong to nh m khng c s ng ca Gim c Qun l To nh
22) H thng nc
127
1. Hm cha, thng cha v cc ng dn nc phi c kim tra hng tun, phng cc trng hp r st, hng hc v cc iu kin an ton, sch s chung trong to nh c bit l khu xe. 2. Phi bo co vi Gim c to nh cc trng hp hng ng dn hoc trn nc. 3. Kim tra h thng cung cp nc u n 2 ln/nm.
23) Nhim v chung ca nhn vin trng gi xe
128
1. Kim tra khu vc gi xe v m bo khng xe no ngoi ni quy nh. 2. Kim tra tng t ng xe vo v cc thit b bo v trong khu vc gi xe. 3. Hng dn li xe cho xe vo khu vc gi xe theo quy nh.
4.
Ghi li cc s c xy ra trong Hm xe v lm bo co vi bt k trng hp h hng no cc thit b chung.
5. Cm cc phng tin vo Hm xe nu vi phm Ni quy xe hoc n bo giao thng. 6. ngh cc phng tin di khi Hm xe hoc bo co vi b phn an ninh bt k trng hp kh nghi no.
7.
Nghim cm nhn vin trng gi xe xin qu t ch xe hoc li xe
8. Bo co vi cng an i phng cc trng hp phm ti. 9. Nhn vin trng gi xe phi thng bo vi Vn phng qun l nu pht hin thy xe no khng c kho nhc ch xe. Nu l khch thm quan, nhn vin trng gi xe phi lu n trng hp m bo khng xy ra hnh vi gian ln. Ch xe s c nhc nh cn thn hn trong cc ln sau.
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24) An ninh hm xe
Trong nhng nm gn y, c mt s cch thng thng bn phm ti vn dng trm cp cc xe t tin, nh sau: a) Trc tip i vo khu vc xe n trm. b) a mt xe c bn chng n trm vo gi ti hm xe v ly mt ci t tin khc ra. c) e do v bt nhn vin trng xe thng ng ly trm xe my v t. ngn chn cc tnh trng tng t xy ra, nhn vin trng gi xe nn tun th cc quy nh sau: Li vo hm xe: 1. Ca ra vo hm xe phi c bo v 24/24.
2.
Th gi xe my v t trong To nh phi do Vn phng qun l cp mi c php vo khu vc xe nhn vin. Khch tham quan ch c gi xe khi hm xe cn ch trng.
3. Bt k trng hp kh nghi no lng vng quanh hm xe cng phi c bo co cho b phn an ninh. 4. Cc xe t c dn knh i mu s c yu cu h knh xung nhn vin bo v kim tra.
130
25) Nhng du hiu kh nghi
Ngn chn ti c l nhim v rt quan trng ca nhn vin an ninh to nh. Chn ng hnh ng phm ti trc khi xy ra s hiu qu hn l bt giam k cp sau khi h phm ti. Nhn chung, phn ln k tnh nghi kim l do xut hin trong nh xe: a) Va kt thc vic gi xe trong hm v chun b di khi nh xe. b) Vo hm xe tm kim xe. Vi c 2 l do trn, bt k ngi no c trong mt trong hm xe cng c c hi n trm xe. Vi nhng trng hp kh nghi, nhn vin trng gi xe nn: 1. Theo di h trong mt khong thi gian nht nh. 2. Thng bo cho vn phng qun l hoc phng an ninh. 3. Ghi li nhng trng hp ny. Thng xuyn n cc ti sn trong hm xe. Vi nhng trng hp c du hiu kh nghi trn, nhn vin trng gi xe nn thng bo vi cng an v mc d nhng k tnh nghi cha thc hin hnh vi trm cp, hn c th dng xe gi mo.
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26) Ti sn mt c tm thy
1. Nu vn phng qun l c trao nhn ti sn nht c, nhn vin phi ghi li y cc thng tin sau: a) Thng tin ngi trao tr. b) Ngy, gi v a im tm thy. c) Miu t ti sn. 2. C gng tm c ch nhn ti sn b mt. 3. Khi ch s hu nhn li ti sn b mt, ngh h k nhn vo phiu nhn . 4. Nu khng tm thy ch s hu trong mt khong thi gian nht nh, nhn vin s a ti sn cho Gim c to nh ct gi.
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27) S nht k ra vo
1. Tt c cc to nh cho thu u phi c s nht k ra vo. 2. Quyn s ny c vn phng chnh ca CBRE cp vo mi u nm. 3. Nhn vin vn phng CBRE phi in y thng tin vo s nht k: gi c mt, ngy, ch k v mc ch. 4. Cui mi thng, Gim c to nh gi mt bn copy n b phn nhn s vn phng CBRE.
133
IV.
TI LIU iu hnh HOT NG ca TO NH BC
Nhng ch dn sau c dnglm ti liu hot ng ca To nh Bc
134
1)
Bng ch dn trong to nh
Bng ch dn trong to nh l cc bin nh: bin bo thang my, bin cm ht thuc, bin bo khn, bin bo tng... Bng ch dn l rt quan trng trong vic to nn n tng, hiu qu v uy tn ca mi to nh. CBRE hin gi ng cho mt cng ty qung co sn xut cc loi bng ny.
1.
Tr l kim tra bin hiu 1tun/ln.
2. Phi bo co vi Gim c qun l to nh cc trng hp bin b hng hoc c thm bin mi. 3. Gim c qun l to nh s yu cu nh sn xut cung cp bng bo gi. 4. Tin trnh cung cp bin sau din ra theo quy nh thng thng.
135
2)
Bng ch dn chnh v bng ch dn ring
C 2 loi bng ch dn trong To nh Bc . l: - Bng ch dn ln: t ti snh tng 1. - Bng ch dn ring: t ti mi tng. Lu : Bng ch dn ring l khng bt buc v c lm theo ca khch thu. Chi ph: - Khch thu mi n: Bng ch dn chung c cung cp min ph v khch hng ch phi tr chi ph cho bng ch dn ring ca mnh. - Khch thu hin ti: Nu khch thu thay i tn cng ty c trn Bng ch dn chnh s phi tr ph cho to nh. Tin trnh thc hin: 1. Khch thu mi s yu cu (thng qua mt mu c sn gi ti Vn Phng Ban Qun l) b tr tn ca h trn bng ch dn chnh m khng b tr ph. 2. Nu nh khch thu mi mun c tn trn bn ch dn ph th s phi gi phiu yu cu ghi cng vi iu 1 ni trn v s phi tr ph. 3. Nu khch hng hin ti mun thay i bng hiu ch dn th s phi thng bo vi vn phng qun l.
136
4. Phiu yu cu sau s c gi ti Qun l khch thu. S c mt bn sao c lu gi. 5. Phiu yu cu ny s c Qun l khch thu gi ti cho nh thu lm bin. 6. Nh thu lm bin s chun b lm mt bn th nghim ca bin hiu ch dn ri chuyn ti Qun l khch thu, Qun l khch thu s chuyn ti khch hng khch hng duyt thit k cho bin hiu ny. 7. Nu khch hng duyt thit k ca bin hiu th Qun l khch thu s u quyn cho cc nh thu hon thin bin hiu. 8. Ngay sau khi cng vic c hon thnh Qun l khch thu s nhn sn phm v b tr lp t. Ghi ch: Nhng bng ch dn chnh v bng ch dn ph c ct gi trong kho lu tr. Chi ph Vn phng qun l gi bn sao ca n ngh cp bin. Mt bn khc c gi ti th k hch ton vo ho n hng thng cho khch hng thanh ton.
3)
Bo co tun ca TR L
Tr l c trch nhim lm bo co hng tun gi ti Gim c qun l to nh vo mi th 2. Tr lcng lu gi mt bn ghi chp c nhn v nhng cng vic hng ngy. Tr lk v ngy thng vo bo co tun ri gi cho Gim c qun l to nh k v ngy thng.
137
4) Hm xe khch Chnh sch iu hnh giao thng v xe trong To nh Bc Mc ch Nhm cung cp ti liu hng dn v k hoch, th tc hnh chnh v kim sot giao thng v tnh trng xe trong to nh Bc . Dnh cho tt c khch thu, nhn vin v khch tham quan s dng cc phng tin nh xe my, xe p, t xe trong to nh Bc . Ti liu hng dn cn c dng i vi nhn vin an ninh v nhn vin trng gi xe. Xe my ca khch
138

1.
Xe my ca khch phi ti hm .
2. Khi xe my vo nh xe, nhn vin trng gi xe s a v xe c ghi bin s xe cho khch. Ch khi nhn c v, khch mi c xe trong nh xe. 3. Khi khch quay li ly xe, nhn vin trng gi xe s thu li v xe v ph gi xe. 4. Nhn vin trng gi xe kim tra s trng khp gia s ghi trn v xe v bin s xe. Trong trng hp s khng trng nhau, phi thng bo vi nhn vin an ninh kim sot nhanh. Lp tc gi cnh st nu pht hin trng hp gian ln. Nu ch l s nhm ln, nhn vin trng gi xe yu cu khch xut trnh chng minh nhn dn v giy t xe xc nhn. 5. Sau khi nhn vin trng gi xe xc nhn s trn v v bin xe trng khp v thu ph, khch c php mang xe ra khi nh xe.
Xe ca nhn vin
1.
Xe my ca nhn vin ti tng hm.
2. Khi xe vo hm , nhn vin trng gi xe trao tr th gi xe cho ch xe. Nu ch xe khng c th gi xe th c coi nh khch 4. Khi quay li ly xe, ch xe s a th gi xe cho nhn vin trng gi xe kim tra. Ch xe khng phi tr ph.
3.
5. Nhn vin trng gi xe kim tra s trn th gi xe v bin s xe. Nu 2 s khng trng khp, phi thng bo vi nhn vin an ninh kim sot nhanh. Lp tc gi cnh st nu pht hin trng hp gian ln. Nu ch l s nhm ln, nhn vin trng gi xe yu cu khch xut trnh chng minh nhn dn v giy t xe xc nhn. 6. Nhn vin trng gi xe kim tra thi hn ca th xe. Nhng th ht hn s b tch thu. 7. Ch khch v nhng nhn vin khng c th gi xe mi phi tr ph. Nhng nhn vin c th gi xe cn hn khng phi tr ph. 8. Khch: Ch khi nhn vin trng gi xe nhn c ph v th xe (hp l), xe mi c di khi nh xe.
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Ch : Nu v tr cho 100 xe ca nhn vin to nh c s dng ht, khch khng c gi xe trong hm xe ca to nh.
n ng k lm th gi xe 1. Khch thu c th ng k lm th gi xe cho nhn vin ca h. 2. Th gi xe bng nha c y thng tin v nh ca ch xe s c cung cp cho khch thu.
3.
Khch thu ly bn ng k ti vn phng qun l v kim tra xem c th ng k cho bao nhiu xe my v bao nhiu t. Khi nhn c bn ng k v khon ph tng ng, vn phng qun l s pht hnh th xe cho khch thu.
4.
5. Khch thu c trch nhim pht th cho nhn vin ca h. 6. Trong trng hp b mt th xe, ch xe phi thng bo cho b phn an ninh v cung cp s th b mt.
7.
Trong trng hp th b mt hoc b ly cp, nhn vin an ninh phi thng bo cho vn phng qun l Ch xe lm n ng k cp li th xe ti vn phng qun l. Do t nh mt th xe, ch xe s phi thanh ton ph lm th li.
8.
9.
Quy nh chung Nhng quy nh ny c thc hin nhm m bo s an ton, th t v thun tin trong vic xe ti to nh
Vn tc ti a ca phng tin trong nh xe l 5km/gi. Ch xe phi xe ng ni ban qun l quy nh. Mi xe khng c hn mt khong din tch hoc ngoi vch sn cho php. Cc xe khng c ti ca ra vo ca to nh.
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Khch b hnh phi i li ti phn ng dnh cho h. Nu vi phm bt k quy nh no ca vic xe, ch xe s b gi li ch gii quyt. Trong cc trng hp c bit s gii quyt theo ti liu gii quyt s c.
V b ri hoc b nh cp Phi bo co ngay vi nhn vin an ninh cc trng hp ri hoc mt v. Ch xe ch c th nhn li xe khi xut trnh CMTND v giy t xe. Cc hnh vi bt lch s ca khch Cc hnh vi khng tun theo quy nh gi xe trong to nh ca khch s c thng bo ti nhn vin trng gi xe v nhn vin an ninh. V xe s b thu li ch gii quyt. Khu vc cm xe Ch xe khng c , dng xe cc khu vc sau, ngoi tr trong trng hp trnh tc nghn vi cc phng tin khc:
Ti cc ni m ca thot him b ng do xy ra s c. Ti cc ni m ca thot him b ng do xy ra chy n. Ti cc khu vc c bin cm , dng.

Cc trng hp b cm trong hm xe Ch xe gi xe ti tng hmkhng c thc hin cc vic sau:
By bn xe. Ra, nh bng, lau du xe. Bn ph tng xe. Gi xe trong nh xe qu 48 ting.

Tch thu phng tin Phng tin c th b di di n ni khc hoc b tch thu nu vi phm cc trng hp sau:
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Khi phng tin trong hm xe ti ni m ngay lp tc lm tc nghn giao thng hoc tng
cc ri ro ni cng cng.
Khi phng tin trong nh xe lin tc sau hn 48 ting v c v b b qun. Khi phng tin cn phi chuyn di m bo cho an ton chung nh chy, lt, bo hoc
cc trng hp khn khc.
Khi phng tin buc phi di di bi vi phm cc trng hp k trn, ch xe c th phi tr ph

lu kho km theo tin pht. Mt hoc hng xe trong hm xe Ton b t, xe my v xe p v i li trong hm xe t chu trch nhim v an ton ca ti sn. Ch u t v CBRE u khng chp nhn v chu trch nhim v bt k ri ro no ca phng tin hoc hng ho (gn vi trong hoc ngoi). Tuy nhin Ch u t v CBRE s chu trch nhim v cc tn hi gy ra cho c nhn hoc to nh. Hai n v ny cng khng chu trch nhim cho nhng hng hc ca phng tin v di chuyn trong hm xe. Trch nhim Ch u t:
Cp ng phc v th nhn vin. Tr lng cho nhn vin theo lut lao ng Vit Nam. o to nhn vin. Phn cp nhn vin. Cung cp nc, nh v sinh v phng i tin cho nhn vin.
Nhn vin trng xe v nhn vin an ninh:
Gi cho vic gi xe trong to nh c an ton, th t v thun tin. Bo co s c vi Trng b phn trng xe, Trng b phn an ninh v Gim c qun l to
nh.
Gi nhng ci t ln Trng b phn trng xe v Trng b phn an ninh. m bo vic thi hnh cc iu l, quy tc v an ton im xe. Thu v gi xe v ph lm th. Cnh bo nhng khch gi xe vi phm iu l im . Kim tra thi hn th xe.
142
Sp xp xe no lm cn tr s tham gia giao thng ca xe khc.

Ban Qun l:
Thng bo cho Ch u t bt k s thay i no v iu l v quy nh ca im xe. X l tnh hung v bo co li vi Ch u t. Pht hnh th gi xe cho khch thu. Thng bo v khch thu cho b phn trng gi xe.
143
5)
144
6) ho n tn ng 1. Ho n tn ng l nhng ho n cha c thanh ton vo ngy mng 1 hng thng. Nhng ho n ny phi nhanh chng c gii quyt. Gim c qun l to nh khng phi ngn ngi t chi cung cp dch v cho khch thu nu h chm tr thanh ton ph thu. Ch : Mi khch thu phi t cc 3 thng tin thu. V vy bt k s tn ng no cng khng c qu 2 thng.
2.
Nhn vin Hnh chnh s gi in nhc nh khch thu ng ph t 1 n 6 hng thng. Nhn vin Hnh chnh phi thng bo vi Gim c qun l to nh bt k trng hp tranh ci no ng thi phi ghi li nhng trng hp ny. Nhn vin Hnh chnh ly thng tin v nhng trng hp thanh ton trc ngy 7 hng thng t b phn k ton ca to nh. Th nhc nh s c gi n cc khch thu nu n mng 7 h vn cha np ph.
3.
4.
5.
6. Trng phng hnh chnh gi lin lc vi b phn k ton v Gim c qun l to nh nhng trng hp cha thanh ton ph thu.
7.
Th nhc nh ln 2 s c gi n khch thu, ra hn 7 ngy cho h ng ph trc khi chm dt hp ng do vi phm thi hn ng ph.
8. Chm dt hp ng cho thu nu n ngy 28 ca thng khch thu vn cha np ph.
145
7) Cc ho n cn thanh ton 1. T ngy 15 n ngy 20 hng thng vn phng qun l gi giy bo n cc khon khch thu phi thanh ton:
Ph iu ho ngoi gi. Ph in. Ph xe t. Ph xe my. Cc khon ph lin quan khc (nu c)

2. Nu cc khon ny khng c thanh ton ng hn, b phn qun l to nh s gii quyt theo iu l i vi ho n tn ng (iu 6).
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8) Thanh ton ph thu 1. Ph thu phi c np n b phn k ton ca to nh trc ngy 1 hng thng.
2. 3.
Ph thu phi c np trc tip cho b phn k ton ca Ch u t. Vo ngy 1 hng thng, Nhn vin Hnh chnh lm vic vi b phn k ton ca Ch u t thng bo nhng trng hp tn ng (xem phn 6)
147
9)
Thi gian s dng in cho h thng iu ho 1. Cc to nh u c bn danh sch tnh thi gian s dng in cho iu ho khch thu s dng. 2. in cho iu ho c cung cp t 7 gi sng n 7 g ti t th 2 n th 6 v t 8 gi sng n 1 gi chiu th 7 hng tun. 3. Bng tnh in s dng 4. Bng tnh ny phi c Gim c to nh k duyt.
Ph iu ho ngoi gi nhn chung l cu hi thng xuyn ca khch thu. Chng ti mong rng iu ho c cung cp min ph trong gi lm vic (nh nu trn). Sau gi , khch thu ng s tr ph cho iu ho.
148
10) Ho n tin in
1. 2.
Ch u t phi thanh ton ph in s dng cho cng ty cung cp in. Gim st K thut ghi ch s in khch thu tiu th t ngy 20 thng ny n ngy 20 thng sau. Nhn vin Hnh chnh kim tra: ho n thng trc tng ng vi ho n thng sau.
3.
4. Gim c qun l to nh k xc nhn v phiu bo n s c gi ti khch thu.
149
11) S nht k to nh 1. S nht k c t ti bn l tn.

2.
S nht k ghi li nhng s c v kin ngh hng ngy ca khch hng v Tr l. Khch thu s gi Gim c Qun l To nh hi nu Tr l khng tr li.
3.
Ch : Nu Tr l pht hin thy bng n hng hoc cn sa cha cng s ghi vo s nht k. 4. Kin ngh ca khch thu phi c ghi li trong s nht k.
5.
Gim st K thut s c thng bo v nhng kin ngh ny v gii quyt kip thi.
6. Vo cui mi ngy, s nht k phi c gi cho Gim c qun l to nh xem xt.
150
12) Danh sch hng tn kho Phi lu gi danh sch hng tn kho cng m s, s lng v a im ca cc ti sn trong to nh. Danh sch ny phi c cp nht thng xuyn ngay khi c cc ti sn mi c mua v s dng cho to nh. Danh sch ny phi c k xc nhn v ghi ngy ngay khi cp nht. Gim c qun l to nh phi m bo rng danh sch ny l chnh xc v s hiu. Bn sao ca danh sch ny phi c bn kia mt giy. Danh sch ny cn thit phi c mc lc ngay t khi lit k ln u.
151
13)
th tn 1. Hm th cho khch thu phi c t tng 1 snh chnh ca to nh. B phn qun l to nh cung cp kho cho cc khch thu.
2.
Nu khch thu mt kho, vn phng qun l s cp li kho khc, khch thu phi tr ph lm kho. Trong trng hp khn, nhn vin an ninh s dng cha kho d phng m hm th cho khch thu nu Gim c Qun l To nh/tr l cho php.
3. Th c phn n to nh v nhn vin an ninh s nhn ti tng 1. 4. Th s c cho vo cc hm th ca mi khch thu.
152
5. Th bo m v th EMS s c ghi li trong s nhn th v c gi bn l tn v nu th khng c khch thu nhn trong ngy, b phn an ninh s pht th cho khch hng v ngh h k nhn.
14) kim sot kho hng cc danh mc Danh mc kho hng v cc hng ho lin quan cn c ct gi. Hng dn sau dnh cho vic kim sot kho hng ca b phn K thut Danh mc kim sot kho hng phi bao gm cc mc: x phng, giy toilette, ti rc, thm, knh Phi theo di bn sao danh mc kim sot kho hng.
153
15)
Thit b K THUT
V d:
1.
Khch thu, K thut, nhn vin an ninh, nhn vin v sinh... thng bo vi Tr l mt bng n b bin mt.
154

2.
Tr l ghi li trong s nht k hng ngy: tng 8 cn thay bng n fluro 18W. Tr l ghi li thi gian s dng bng n fluro 18W trong danh sch thit b. Tr l ng thi ghi li ngy thay, loi thit b thay v a im s dng vo cui danh sch thit b. Cui mi thng, Tr l xc nhn li tng s thit b dng trong thng, c loi mi dng v loi cn thay th. Cng vo cui mi thng, Tr l tnh ton s thit b cn li trong kho, m bo danh mc thit b M&E c chnh xc. Nu con s thng k khng khp (gia s thit b thc t cn li trong kho v s c ghi trong bn danh sch), Tr l s thng bo vi Gim c qun l to nh. C mt s nh ca kho hng c lu li. Tr l in form ngh mua bn khi cn mua s t hng.
3.
4.
5.
6.
7.
8. 9.
Kho v cha kho Ton b thit b K thut phi c gi trong kho. Kho phi c kho cn thn. Tr l chu trch nhim v kho v Gim c qun l to nh gi kho ca kho.
16)
Hot ng ca phng K thut v bo co
Thc hin Thc hin theo hot ng ca b phn an ninh.
155
Hp v bo co hng thng
1.
B phn K thut (nh thu cung cp hoc ca to nh) phi lm bo co chi tit v cc vn K thut ca thng trc. CBRE, vn phng qun l v ch to nh s c v lu gi 1 bn sao. Gim st K thut lm bo co v gi ti vn phng qun l. CBRE , Ch u t s hp tng kt bo co 1thng/ln. Gim st K thut v Gim c qun l to nh s hp 2tun/ln v nu c th th cng c Gim c CBRE tho lun v cc vn lin quan.
2. 3. 4. 5.
6. Phi ghi li bin bn mi cuc hp.
Kim tra
1. 2.
Ban Qun l c nhn vin k thut trc tip kim tra hot ng ca nh thu k thut. Nhn vin k thut phi kim tra phng k thut ti thiu 1ln/tun. Ghi li vic kim tra trong s nht k.
3. Nhn vin k thut phi tham gia tt c cc cuc hp thng v hp 2tun/ln.
17) Hot ng an ninh Lch lm vic
156
Trng b phn an ninh s cung cp lch lm vic ti Gim c qun l to nh. Gim c qun l to nh s chuyn 1 bn copy cho Tr l , ngi chu trch nhim kim tra lch lm vic ca b phn an ninh. Nu c bt k trng hp no khng tun theo lch lm vic, s lp tc c bo co vi Gim c qun l to nh .
Hp 1. B phn an ninh s c mt nhn vin gim st kim tra hot ng hng ngy ti cc khu vc.
2.
Tr l nn gp g gim st vin v tho lun v cc trng hp nh nht. Gim c qun l to nh s nhn c bo co.
3.
4. Bin bn ca cc cuc hp ny phi c lu gi v thc hin theo. 5. Gim c qun l to nh phi trc tip i tun tra vo sng sm hoc ti mun t nht 1ln/thng, kim tra vic thc hin nhim v ca nhn vin bo v.
18) hot ng v sinh
157

1.
Gim c qun l to nh, Tr l nn hp vi Trng b phn v sinh t nht 2tun/ln v ghi li Bin bn cuc hp. Nu cn bt k thay i no ci thin cng vic, Gim c qun l to nh stho lun vi nh thu thng qua mt cuc hp khn.
2.
Lch lm vic Nh thu v sinh phi cung cp lch lm vic hng ngy, hng tun, hng thng v hng nm cho Gim c qun l to nh. Gim c qun l to nh s gi mt bn sao cho Tr l. Nu lch lm vic ny khng c thc hin theo bo co, Tr l s lm bo co n Gim c qun l to nh. Mt cuc hp vi Nh thu v sinh s c thc hin tho lun phng thc thc hin tt lch lm vic ra.
19)
phng thc s dng qu vn phng 1. Tt c cc khon chi u phi in vo Phiu chi tin mt.
158
2. 3.
Gim c qun l to nh s k chp thun Phiu chi ny. Nhn vin hnh chnh s xut tin theo s chp thun ca Gim c qun l to nh.
4. Bn sao ca ho n thanh ton s c lu ti Vn phng qun l.
20) Thanh ton ho n cho cc nh thu
159
1.
Vn phng qun l nhn c ho n t cc nh thu s chuyn n Ch u t. Tuy nhin Tr l s kim tra chnh xc ca cc ho n ny. Nhn vin Hnh chnh lm Phiu ngh chi tin mt.
2.
3. Gim c qun l to nh s kim tra v k chp thun vo phiu ny.

4.
Nhn vin Hnh chnh quyt nh gi ln Ch u t phiu thanh ton no v gi li CBRE phiu no.
5. Bn sao ca ho n s c gi ti b phn k ton ca CBRE vn phng chnh duyt.

6.
Sau khi c chp thun, bn sao s c gi tr cho Nhn vin hnh chnh chi tin.
7. Du nhn tin s c ng ln cc ho n ch ngy thng v ch k ca ngi nhn tin.
160
21) Bn ngh vn chuyn hng trn thang my Khch thu s ly Bn ngh vn chuyn hng trn thang my t nhn vin an ninh ti khu vc quy L tn. 1. Khch thu in thng tin v k vo bn ny.
2.
Bn ny s c gi ti Vn phng qun l v Tr l ch k v chp thun. Bn ny s c gi tr li khch thu; nhn vin an ninh ti Tng 1 cng nhn c mt bn sao. Vo thi gian xc nh trong Bn ngh, khch thu s lin h vi nhn vin bo v ti Tng hm, sp xp vn chuyn hng bng thang hng.
3.
4.
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22) Bo co/Gii quyt s c 1. Ton b s c phi c bo co cho Vn phng qun l.

2.
Tr l kim tra a im xy ra s c, chp nh v kim tra tn tht.
3. Trong trng hp s c lin quan n phng tin, c quan bo him s m trch vic n b.
4.
Nu phng tin gy ra tn hi cho to nh, Tr l s ln mt bn d ton thit hi v a cho cng ty bo him gii quyt. Nu phng tin khng c bo him, ch xe s phi n b thit hi cho to nh.
5. Hu ht nhng s c s c cng ty bo him n b thit hi.

6.
Tr l phi ghi ngy thng v k cc bn bo co s c.
7. Mi s c u phi lu h s an ninh.
8. 9.
Tr l gi lin lc vi cng ty bo him ch thanh ton n b. Tr l thc hin vic sa cha di s chp thun ca Gim c qun l to nh.
162
23)
Hp nhn vin Vn phng qun l
Hp nhn vin vn phng qun l 1. Vn phng qun l phi t chc hp nhn vin 1tun/ln
2.
Thnh phn tham d: Gim c qun l to nh; Tr l; Nhn vinhnh chnh; Nh thu an ninh; Nh thu v sinh; Gim st K thut v nhn vin k thut;
3. Mc ch ca cuc hp l nhm tho lun/thng bo v cp nht cng vic ang tin hnh.
4.
Tr l ghi v lu Bin bn cuc hp.
Hp ch to nh
1. 2.
Mt cuc hp vi Ch to nh c t chc 1 thng/ln. Thnh phn tham d: Gim c qun l to nh; Ch u t; Gim c CBRE.
3. Gim c qun l to nh gi bin bn cuc hp.
163
24) ng k/ Qun l cha kho

1. 2.
Tr l chu trch nhim qun l cha kho. Cha kho c gi trong ngn ko c kho. Ch c Gim c qun l to nh v Tr l c quyn gi cha kho kho.
3. Vn phng qun l ch ct gi cha kho ca cc l trng v khu vc chung. Nhng l c thu th khch thu gi cha kho. iu ny s lm gim thiu trch nhim php l i vi nhn vin v vn phng qun l. 4. Nu c ngh s dng cha kho th phi ghi li vo s qun l cha.
164
25) Hp ng thu mi/ Khi phc hp ng thu Ch c vn phng chnh v b phn qun l to nh hin ti mi c thc hin lm hp ng thu mi v hp ng khi phc. 1. CBRE s m phn thuyt phc khch hng tim nng.
2.
Bn mi thu phi c k xc nhn ca khch thu v k chp thun ca Ch u t. Th chp thun sau s c gi ti khch thu v khch thu tin hnh t cc.
3. Mt bn sao ca th mi thu s c gi trong file ti liu ca CBRE. 4. Vn phng qun l s thc hin cc th tc trao mt bng theo nh th mi thu cp. Gim c qun l to nh s nhn c bn sao th chp thun cho thu.
165
26) Bo him n b bo him

1.
Bn bo co s c ghi r s tin cn n b phi c gi cho Gim c qun l to nh. Tr l s lm bo co ny. Tr l sau s lp bng d ton cho n b v in n yu cu cng ty bo him n b. Tr l s gi in v xc nhn bng li vi cng ty bo him trc khi gi n yu cu. Phi thng bo vi Gim c qun l to nh bt k mu thun no xy ra vi cng ty bo him.
2.
3.
4.
Bo him to nh To nh Bc phi c bo him ton din. Tuy vy khch thu vn phi t chu trch nhim v hng ho, thit b v ni tht ca h.
166
27)
ch dn an ton chy n 1. Li gii thiu
Ti liu hng dn an ton chy n c cung cp cho nhn vin nhm thot him mt cch m thm trong trng hp ho hon. Cun sch ny gii thch ngn gn hot ng ca h thng phng chy cha chy. Nhn chung, trong trng hp cn di tn, vic hiu bit v kt hp hiu qu x l chy n l rt quan trng. 1.1 Mc ch (a) m bo an ton cho ngi trong trng hp ho hon.
(b)
Lp k hoch di tn c h thng v tun t.
(c) m bo h thng chung bo v cc thit b cha chy trong trng hp tt. (d) Lm cho tt c khch thu thm nhun nhn thc quan trng ca vic ngn chn s bng pht ca la.
1.2
Gia nhp Ban an ton chy n
Ban an ton chy n s t chc hun luyn nhn vin lm vic trong to nh nhn thc c cc mc ch trn.Ban ny s bao gm cc c nhn sau:
167

(a)
/ Tr l (Vn phng qun l)
(b) Ngi gim st chy n/ Tr l gim st (U ban an ton chy n ca khch thu) (c) Thnh vin i cu ho. 1.3 Chung bo chy Chung bo chy c th c lp t bi: 1.3.1 Trm chung c nh:
Trm ny c dng ch Bm y v c b tr khp ni trong to nh. Trong trng hp c ha hon, bt k ai cng c th bm nt ny h thng chung bo chy ku.
1.3.2
H thng bo nhit t ng:
To nh c bo v bi h thng bo nhit t ng c t nhng v tr cn thit. H thng ny s t ng hot ng khi hi nng pht ra. Khi h thng ny hot ng, n s truyn tn hiu v tm bo chy ti phng iu khin an ninh v lm ku chung bo chy.
1.3.3
H thng bo khi t ng:
H thng bo khi t ng s c lp t khp to nh. Khi c khi bc ra t bt c u, h thng ny s t ng hot ng. Tn hiu bo chy s truyn n trm iu khin ca phng bo v an ton.
2. trch nhim v ngha v

2.1
Tr l
(a) m bo rng tt c khch thu trong to nh u c ti liu hng dn thot him trong trng hp xy chy. (b) Ghi li ngy gi cuc thc tp thot him khi xy chy.
(c)
C mt ngi khc lm thay nu vng mt.
168
(d) Chu trch nhim cung cp thng tin v o to i cu ho trong to nh t trch nhim ca mi thnh vin n ton i. (e) m bo ca ra vo to nh c ng nhng khng kho trong gi hnh chnh ng thi hnh lang, snh chnh v thang b c thng thong. (f) m bo my dp la, h thng chung bo, h thng cu ho lun trong iu kin tt. Bt k trng hp hng hc no phi c bo co ln vn phng qun l gii quyt ngay. (g) m bo k hoch phng chy lun c i mi nu cn thit.
2.2
Nhn vin k thut
(a) Thng bo cho nhn vin mi k hoch x l khi xy chy. (b) Thng bo phng thc thot him trong to nh. (c) Thng bo hot ng ca h thng bo chy v cch s dng thit b cu ho v cu h. (d) Lin h v phi hp vi nhng b phn khc. 2.3 i cu ho (a) Thng bo v hot ng ca h thng chung bo chy. (b) Thng bo k hoch x l khi xy chy, a im thang b v ca thot him. (c) Thng bo a im v cch s dng thit b cu ho v thit b cu tr.
3. hnh ng khi xy chy 3.1 Ngi a tin Khi pht hin ra m chy, phi thc hin ngay cc bc sau: (a) Bm nt Bm y ti im chung bo chy gn nht.
169
(b) C gng dp tt m la mi chm vi thit b cu ho tng ng nh hng cu ho hoc vi rng nhng khng c lm thng bt k ai. 3.2 Nhn vin (a) Khi nghe thy chung bo chy vang ln trong to nh, nhn vin phi ng ngay cc ti liu quan trng, tt cc thit b dng in v hnh ng theo ch dn ca nhn vin gim st la, nhanh chng thot him ti ca thot him gn nht ri i n im tp trung. (b) Trong khi thot him, khch thu phi hng dn khch ca mnh cng lp tc thot him theo trt t.
(c)
Khng nn ht hong m nn i tht nhanh theo li thang b i n im tp trung. Ch : TUYT I KHNG DNG THANG MY.
(d) im tp trung nn b tr va h i din to nh. (e) Tt c nhn vin/khch vn phng/khch trung tm thng mi/khch tham quan khng c php vo trong to nh tr trng hp c s cho php ca i cu ho hoc nhn vin i cu ho to nh. (f) Khng c s dng thang my khi thot him xung tng 1. 3.3 iu phi vin/ Tr l iu phi vin Khi xy chy: (a) Thng bo cho i cu ho ngay lp tc.
(b)
Nhanh chng ti bt chung bo chy, xc nh a im xy chy, kim tra xem i cu ho hnh ng cha.
(c) m bo tnh trng thot him c iu khin ti im tp hp theo nh bo co ca nhn vin gim st la. (d) Bo co tnh trng la chy v s ngi mt tch, nu c, cho i cu ho ca thnh ph khi h c mt ti hin trng.
170
(e) m bo k hoch khi xy chy v .... khi i cu ho c mt ti hin trng.

3.4
Nhn vin i phng chy
Khi nghe thy chung bo chy:

(a) (b)
Tt c nhn vin phng chy s dn ng i kim sot ti cc tng h gim st. Nu la khng xut hin ti tng mnh, h s cnh bo ton b nhn vin trn tng sn sng thot him. Nu la xut hin ti tng mnh ph trch, nhn vin phng chy ngay lp tc thng bo vi ng nghip v bt u cng vic thot him, cng lc nn c gng dp la nu c th m khng lm tn hi n ai.
(c)
(d) Kim tra tt c vn phng v thng bo cho mi ngi khn trng thot him theo trt t ti cc ca thot him gn nht. (e) Ngi tn tt, tr em v ph n mang thai nn c ch c bit trong qu trnh thot him. (f) Di khi to nh sau khi bit chc rng ton b nhn vin tng mnh ph trch thot him trt t.
(g)
Khi mi ngi t tp y khu vc tp trung, phi tin hnh im danh nhng nhn vin c mt v bo co tnh trng thot him vi tr l.
4. Din tp thot him khi xy chy

4.1
Phi t chc din tp thot him t nht 1 ln/nm.
4.2 Tt c cc c nhn lm vic trong to nh phi tham gia bui din tp ny. 4.3 i cu ho v cnh st a phng phi c thng bo trc thi gian din tp. 4.4 Mi ngi trong to nh phi thng hiu y a im tp kt.
171
5. Kt lun Nn nh nhng iu sau l m bo cho li ch ca mi ngi: (a) Bit cch bo co mt m chy bm chung bo chy kp thi. (b) Bit cch x l khi xy chy trnh hong lon. (c) Bit ch t bnh dp la v vi rng gn nht hc cch s dng chng hp l. (d) Bit ca thot him khi xy chy v s dng thang b, v cc phng thc thot him thch hp khi xy chy.
6. Lin h Nu c bt k thc mc no cn hi, hy lin h vi Vn phng qun l to nh, s in thoi: 2200220. 7. Ghi nh m bo cho li ch chung, hy hng dn cho nhn vin bit c cc thng tin sau: (a) Bit ca thot him v ni t bnh cu ho. (b) Bit cch x l tnh hung khi xy chy. (c) Bo co vi Vn phng qun l bt k mi khi, la hoc cc tn tht do la gy ra.
8. Cch s dng bnh cu ho Thc hin cc bc sau:

bc 1: Tho g cc thit b an ton (Cht an ton)
172
Tho g thit b an ton (cht an ton) l cc thit b c lp t ngn chn tai nn c th xy ra t bnh cu ho.
bc 2: s dng vi cu ho
Cha ming vi cu ho vo m chy. Gi khong cch an ton khong 1 1.5m vi m chy.

bc 3: Bm nt
Bm nt trn cng ca bnh cu ho v qut lan v pha m chy. Khi m chy c dp, nhanh chng m ca s v ca knh lm thng hi khu vc chy. 9. Khi pht hin ra m chy
Nhanh chng bm nt Bm chung bo chy y, thng bo cho to nh v m chy. Chuyn mi ngi ra khi khu vc chy v ng ca ra vo ngn chn s lan to ca khi v
la.
Kim tra xem mi ngi di khi khu vc chy cha. Ngay t by gi, ra k hoch thot
him an ton, k c trong trng hp bn cha tng s dng chng.
Gi i cu ho.
28)
s sp xp khch thu
Khi khch thu k hp ng thu v sn sng vo lm vic ti To nh, s phi tin hnh cc bc sau: 1. Khch thu phi sp xp v bn giao hp ng theo hng dn. 2. Thc hin tin trnh tng t vi mi th tc hon thin ni tht ca mi khch thu. 3. Bn lch trnh tin hnh hon thin ni tht v khon ph tng ng phi c khch thu gi n vn phng qun l ch chp thun.
173

4.
Vn phng qun l v b phn k thut s tin hnh kim tra mt bng sau khi hon thin.
5.
29) hon thin ni tht 1. Khch thu s k bn mi thu hoc Hp ng thu trong trng hp sn sng. 2. Khch thu s c cung cp S tay hon thin ni tht thc hin theo. Vn phng qun l s cung cp s gc ca mt bng thu bao gm n in, h thng iu ho, h thng phng chy cha chy v h thng an ton... trc khi khch thu chuyn n. 3. Vn phng qun l v i din khch thu hon thnh th tc trao tay. Bin bn bn giao c c 2 bn k v ngy thng. Mi bn s gi 01 bn sao. 4. Khch thu sau s lm 3 bn sao ca bn thit k ni tht. Bn v bao gm h thng phng chy, ng dn h thng iu ho, n chiu sng, vch ngn, bn lm vic... 5. Ban qun l, ch u t v nh thu M&E cn nhc v tho lun s cho khch thu a ra kt lun cui cng, sau gi th ti khch thu.
174
6. Sau khi c chp thun, cc nh thu ca khch thu s gi lch trnh lm ni tht. Phi tun th theo cc ni quy to nh v hon thin ni tht. 7. Khch thu phi t cc mt khon trc khi tin hnh lm ni tht. 8. Khch thu phi cung cp cho vn phng qun l s lng, tn tui, s chng minh ca cng nhn cc nh thu tin cho vic bo v qun l. Ch : Gim c qun l to nh phi c cun s tay hon thin ni tht v m bo rng cc ni quy c tun th nghim tc. 9. Khi vic thit k lp t vn phng c hon tt, vn phng qun l s kim tra xem khch thu c tun th theo bn v trnh khng. Bt k s vi phm no cng s b yu cu thay i.
30) ngn qu hng nm Gim c qun l to nh c trch nhim tnh ton ra khon ngn qu chi tiu hng nm ca to nh. Gim c iu hnh s xem xt v sa cha nu cn thit trc khi bn hch ton ny c gi ti ch to nh. Bn hch ton ngn sch ny phi c lm trc thng 1 hng nm. 1. Gim c qun l to nh lm bn tho. Gim c qun l to nh s ly d liu t 12 thng hot ng va qua theo kinh nghim c
175
2. Gim c qun l to nh sau s lm bn hch ton ngn sch trc thng 1 mi nm.
176
V. ti liu hng dn x l tnh hung trong cc trng hp khn
1) Vit bo co 1. Khi xy ra cc trng hp khn c lin quan n chy n, trm cp hoc cc trng hp nh hng hc nghim trng trang thit b to nh, nhn vin ban qun l hoc Gim c qun l to nh s ghi li trong Bo co s c. 2. Bn bo co phi bao gm cc ni dung sau:
177
Indochina Riverside Towers (a) (b) (c) (d) (e) (f)
a ch. Ch ca bo co Thi gian xy ra s kin. a im chnh xc. Tn, chc v v ch k ca ngi lm bo co. Xc nhn ca cnh st (nu c)
3. Ton b s kin phi c miu t mt cch ngn gn, r rng. 4. Phn hng hc cng nh gi tr ca to nh lc ban u phi c cp trong bn bo co. 5. Bn bo co phi c lm chi tit theo mu sau.
To nh Bc
BO CO S C
178
Gi : Tn s c :
__________________________________________ __________________________________________ __________________________________________ __________________________________________
Thi gian & a im : S Ref. . M t chi tit :
_____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________
Ngi lm bo co : Chc v Ngy : :
2) bo ln
179
Khi ging bo gy nn lt trong to nh, Gim c qun l to nh phi m bo thc hin theo cc bc sau: 1. Treo bin cnh bo hoc bin ch ti snh thang my thng bo cho ton b khch thu. 2. Kim tra v m bo rng ca s tng mi, phng bm nc, phng iu khin, phng iu ho khng kh v phng iu hnh chung c ng v c bo v. 3. m bo rng cc trang thit b ca to nh nh gi kh cu, gin gio c kp cht v c bo v.
4.
Kim tra tng th chc chn rng ton b to nh khng b bao vy bi ng dn, mng nc v ming cng. Nu c th, nn chun b ti ct, tu ln phng tr trng hp lt li.
5.
6. m bo rng tt c cc bin php phng nga c tun th x l trong nhng trng hp cn thit.
180
Indochina Riverside Towers 3) ho hon (A) Phng chng chy n
Khi ho hon bt thnh lnh xy ra, chng c th lan ra mt cch nhanh chng v d dng. V vy, phng chng chy n l mt trong nhng trch nhim chnh i vi nhn vin qun l to nh. Ton b nhn vin s: 1. Kim tra v m bo rng tt c cc thit b phng chy cha chy trong to nh vn cn hn s dng v lun trong iu kin tt. Bt k hng hc hoc s qu hn bo hnh no cng phi c bo co theo mu bo co s c. 2. Tin hnh tng t vi quy trnh thot him v khu vc tp trung, m bo rng khng c bt k hng ho no b b li, to thnh vt cn ca thot him. Thang b phi c kim tra hng ngy. 3. m bo rng trn nh v ca thot him c th m t bn trong mt cch d dng m khng cn cha kho. 4. m bo rng khng c bt k vt liu d chy hay hng ho nguy him no khng nm trong danh mc tiu chun cho php c khch thu ct gi trong kho. 5. Chc chn rng khng c bt k s sa i khng hp l no i vi h thng phng chng chy n, v d nh ca ra vo ca khu vc ht thuc b chn, khng m c hoc b kho; van kho vi my nc b mt hay cc ca iu khin chnh b tt. 6. Bng hng dn thot him khi xy chy phi c treo ni d thy. 7. Hng nm phi t chc din tp thot him t nht 1 ln.
Khi nghe thy chung bo chy:

1. Gi bnh tnh nh khi cha xy ra chy. 2. Nhanh chng kim tra xem ch lm vic ca mnh v cc vng xung quanh c b chy khng.
181
3. Thng bo cho tt c mi ngi di khi to nh ngay lp tc trong trt t theo li thang thot him. 4. Tuyt i KHNG s dng thang my. 5. Kim tra v chc chn rng khng ai b b ri trong vn phng hoc gian hng.
Khi thot him

1. Gi bnh tnh v ct gi cn thn ti liu quan trng, tin mt v trang sc. 2. Tt tt c cc thit b in tr n chiu sng. 3. m bo rng vn phng/gian hng khng cn ai trc khi ng ca. 4. Nhanh chng tin ti ca thot him gn nht. 5. Khng i lang thang trong to nh. 7. i b, khng chy nhy. 8. Cn thn v trnh hong lon. 9. Khng mang vt g ln hn vali. 10. Tun th theo hng dn ca nhn vin an ninh. 11. Nhn vin cu ho hoc nhn vin lm vic ti hin trng xy ra ho hon nn gii thch nguyn nhn cho mi ngi. (B) Ho hon bt thnh lnh Trong trng hp bt ng xy ra chy, nhn vin vn phng qun l nn: 1. Gi bnh tnh. 2. Bm chung bo chy v cnh bo ti mi ngi xung quanh.
3.
Nhanh chng gi i cu ho gn nht v thng bo b phn an ninh cng nh Gim c qun l to nh. C gng dp la bng hng cu ho gn nht nhng phi ch khng gy nguy him cho bn thn. Tuyt i KHNG dng nc trong trng hp chy do in gy ra.
4.
5. Nn la lan i theo s kim sot ca bn, di khi hin trng ngay lp tc v i i cu ho n, cung cp thng tin chi tit ca v chy.
6.
H tr khch thu thot him theo ng thang b v ngn khng cho ai s dng thang my.
182
7. Dng hng ro bao vy ngn khng cho bt k ai khng lin quan vo bn trong to nh.
8.
Ghi li chi tit v chy bao gm nguyn nhn gy chy, tn tht v cc khu vc b nh hng theo mu bo co s c, trnh ln Gim c qun l to nh trong vng 24 ting sau khi xy ra ho hon. 4) d ga 1. Khi nhn c bo co c s c d ga, nhn vin vn phng qun l ngay lp tc ti hin trng kim tra, kho van ga.
2.
Khi ti hin trng, nhn vin tuyt i KHNG n chung ca hay bt k thit b in no, ch nn m tt c ca.
3. Nu hin tng d ga nghim trng hoc ngoi tm kim sot, nhn vin phng qun l phi thng bo vi Gim c qun l to nh v nhn vin b phn an ninh ngay.
4.
Thng bo tt c mi ngi di khi hin trng v dng hng ro bao vy, khng cho ai vo bn trong hin trng.
5. Chm sc nhng ngi b thng trong khi ch xe cu thng ti.

6.
Ghi li chi tit v vic bao gm: nguyn nhn, tn tht v cc khu vc b nh hng theo mu bo co s c, sau gi ln Gim c qun l to nh trong vng 24 ting sau khi xy ra s c d gas.
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5)
hng thang my
Trong trng hp thang my hng k c trong hoc ngoi gi lm vic, nhn vin qun l nhanh chng in thoi cho i bo dng thang my. Phi lun s in thoi ny thang my hoc snh chnh. Bin bo Khng phc v phi c treo cnh bo cho khch thu c bit. Nu c bt k ai b mc kt trong thang my, nhn vin qun l phi thc hin cc bc sau:
1.
Khng c gng gii thot h ra khi thang my m nn k s bo dng lm vic . Ch nn gi ngay n cng ty thang my ti s in thoi.....
2. Ngay lp tc ni chuyn vi ngi b mc kt bng loa lin lc vi cc thng tin sau:
u tin: Xin hy nghe theo ch dn ca chng ti. Hin ang c s thay i v ngun
in. Hy bnh tnh. K s ca chng ti ang ti y m ca cho bn.
Tip theo: Hy bnh tnh. Chng ti bit bn vn ang trong . Ch mt vi pht na thi,
ca s c m.
Th n: Chng ti rt xin li bi s vic ny. Xin ng hong lon. Hy thc hin theo
ch dn ca chng ti. 3. Trong trng hp cng nhn c kh thang my khng ti trong vng 30 pht, bn hy tin hnh gii thot cho ngi mc kt theo ti liu hng dn lin quan.
4.
Ghi li ton b s c theo bo co, gi ln Gim c Qun l To nh trong vng 48 ting.
184
6) ting n qu mc 1. Nhn vin phng qun l phi thc c rng ting n qu mc t my mc, ng c c bn trong v bn ngoi to nh u gy ra phin toi. 2. Khch thu v nh thu khng c php gy ra ting n qu mc trong gi hnh chnh. (xem S tay khch thu). 3. S c v ting n c nhn vin bo v hoc khch thu phn nh u phi c kim tra v x l kp thi. 4. Bt k khch thu hoc nh thu no chng i vic dng gy ra ting n khi nhn c s cnh bo u phi bo co ln Gim c qun l. 5. Ghi li chi tit s c, bao gm: thi gian, a im xy ra s c, gi bo co ln Gim c qun l to nh trong vng 24 gi.
185
7) tai nn giao thng L cc tai nn: 1. Gy ra i vi xe c hoc to nh, v 2. Gy hi n con ngi. i vi cc tai nn xy ra khi nhn vin vn phng qun l ti hin trng, nhim v ca h l m bo khng c thm bt k tai nn no khc. Thc hin cc bc sau:
Tai nn giao thng ch gy ra tn hi vt cht

1. 2. 3. 4. Duy tr trt t giao thng ti hin trng. Ghi chp li tt c cc bn lin quan. Chp nh hin trng nu cn thit. Dng hng ro cnh st ngn khng cch mi ngi nu hin trng c th gy nguy him cho ngi qua li. Thng bo nhn vin k thut nu cn sa cha.
5.
186
6. 7. 8.
Treo bin cnh bo. Thng bo vi cp trn, Gim c qun l to nh,. Gim c qun l to nh phi bo co ti CBRE v Ch u t theo mu Bo co s c.
Tai nn giao thng gy nguy him cho con ngi

1. 2. iu hnh giao thng v treo bin cnh bo cho cc phng tin tham gia giao thng bit. Tu thuc vo tnh cht nghim trng ca tai nn m di chuyn nn nhn khi ni nguy him. Gi cnh st/xe cu thng nu cn. Ghi li ton b chi tit v chp nh nu cn thit. Bo co vi cp trn, Gim c qun l to nh
3. 4. 5.
187
8)
khng b BNG BOM
Khi pht hin ra bt k hng ho kh nghi hoc nhn c bo co khng b bng bom, nhn vin vn phng qun l nn GI BNH TNH v lm theo cc bc sau.
1. 2.
Bo ngay cho cnh st v b phn an ninh to nh. Nghim cm bt k c nhn hoc phng tin no ngoi tr cnh st v i chng bom c vo khu vc kh nghi. m bo rng tt c thang my dng hot ng. H tr mi ngi thot him theo ch dn thot him trong trng hp ho hon. Trc khi cnh st ti, c gng kim tra khu vc xung quanh c bt k vt th kh nghi hoc bom mn. Tuyt i khng chm n chng.
3. 4. 5.
188
Ti khu vc pht hin ra vt th kh nghi, dng hng ro ngn cch chng vi bng in, thng rc hay cone giao thng. KHNG n phng x l vt th kh nghi hoc bom. KHNG s dng in m ti khu vc tm thy bom mn hoc vt th kh nghi. KHNG che ph hoc di di vt th kh nghi. Ghi li s vic vo Bo co s c, gi ti Gim c qun l to nh trong vng 24 gi k t sau khi xy ra s c.
7. 8. 9. 10.
Cc kiu khng b bng bom v cch gii quyt Qua in thoi
Ngi nhn cuc gi nn t ra bnh tnh v lch s. Ht sc lng nghe v vit li ton b
thng tin t ngi gi mt cch cn thn.
C gng khuyn khch ngi gi ni chuyn lu c th thu nhn c nhiu thng tin
nht. Lng nghe nhn dng cc c im ca ngi gi nh ng iu, cch pht m, m sc, nhng iu c th miu t tui tc, gii tnh, quc tch ca ngi gi.
Gi v t ra kh khn trong vic nghe qua in thoi , gii thiu cp trn ca mnh ra
nghe.
189
Tm kim thng tin v ngi gi: nhn dng ngi/vn phng ang b e do, tng, thi gian
ci bom.
Nhanh chng bo co tt c chi tit trn vi b phn an ninh.

Th tay
Mi e do tn cng bng bom c gi qua th, in tn, tin nhn... phi c gi li cn thn
v nhanh chng gi ti b phn an ninh. Lin lc c nhn
Khi mt ai nhn c thng tin c nguy c khng b bng bom t mt c nhn no

phi nhanh chng bo cho b phn an ninh. Bt k c im nhn dng no ca k kh nghi (cn nng, chiu cao, gii tnh, tui tc, mu da, mu mt, mu tc...) phi c ghi li. Phng tin vn chuyn ca k kh nghi nh loi xe, i xe hay bin s xe (nu c th) khi hn di khi hin trng cng phi c ghi li v bo co ngay. Bom th/ bom hng/ bom xe
Nhanh chng bo co vi b phn an ninh nu c ai tnh c pht hin thy bom th/ bom
xe hoc bom hng. Khng c gng di di bom. Nhanh chng bo co mt cch chnh xc a im c bom hoc cc chi tit c th khc.
190
9)
X L TI phm TRM CP
i vi cc trng hp trm cp hoc cc ti phm nghim trng khc n ti sn ca to nh, nhn vin vn phng qun l x l theo cc bc sau: 1. 2. 3. 4. 5. Thng bo vi Gim c qun l v cnh st khu vc. Kim tra hin trng v n xem cn bt k ti phm no khc khng. Chm sc nhng ngi b thng nu c th. Bo v hin trng ch gii quyt. Khng ng chm hoc di di bt k vt g hoc tt cc thit b in ti hin trng, trnh s ph hu bng chng. Nghim cm mi ngi ngoi tr cnh st v i iu tra c vo hin trng. Nu l ngi chng kin ti c, hy ghi li ton b thng tin v thng bo cho cnh st: c im nhn dng, trang phc, v kh ca th phm hoc ch dn trong trng hp chng b trn. Ghi li tt c chi tit v loi ti c, kt qu thm vn ban u, s hiu ca cnh st. Gim c qun l to nh nhanh chng bo co ln CBRE v Ch u t.
6. 7.
8. 9.
191
10) 1.
MT IN
Nhn vin vn phng qun l phi bit c ni t bn iu khin chnh ca h thng cung cp in v m bo cho my pht in lun trong iu kin tt. Trong trng hp mt in t xut, nhn vin vn phng qun l s thng bo cho nhn vin k thut ang trc v Gim c qun l to nh ngay. Trong mi trng hp gii quyt s c ny, mt nhn vin k thut t tiu chun s hiu qu hn nhn vin vn phng qun l. Khi nhn c thng tin h thng cung cp in tm dng hot ng, Gim c qun l to nh phi kp thi thng bo cho ton b khch thu c bit. Nghim cm vic s dng thang my khi h thng in khng c cung cp. Chun b sn sng cc n chiu sng d phng trong trng hp mt in. Cn trng vi cc tai nn c th xy ra khi mt in.
2.
3.
4.
5. 6. 7.
192
11)
NGP LT
Khi trong to nh xy ra tnh trng ngp lt, nhim v ca nhn vin vn phng qun l l ngn chn ti a tn tht i vi ti sn ca khch thu v ca to nh. Nhanh chng lm bo co v thc hin theo cc bc sau: 1. 2. 3. Ti ngay hin trng tm hiu nguyn nhn tnh trng ngp lt. C gng tt hoc ng van nc. Nu tnh trng ngp lt b gy ra bi s d r ng ng nc, nhanh chng thng bo vi Gim st K thut to nh khc phc kp thi. Dng ti ct ngn chn dng chy ca nc ti cc khu vc khc. a ton b thang my ln cc tng cao v dng hot ng, trnh tn tht. V sinh khu vc b nh hng bng gi lau, my qut, my gt nc hoc cc thit b lm sch khc.
7.
4. 5. 6.
Chp nh cc ti sn b tn tht.
8.
Ghi li s vic v trnh ln Gim c qun l bng Bo co s c trong vng 24 gi k t khi s vic xy ra.
193
12)
vt th ri
Vt th ri l mt vi phm nghim trng lut php. Khi nhn c kin ngh ny, Gim c qun l to nh thc hin cc bc sau: 1. 2. 3. Khn trng n kim tra hin trng. Cnh bo vi ngi vi phm v thng bo vi cnh st (ph thuc vo chnh sch to nh) Nu khng tm thy ngi vi phm, nhn vin vn phng qun l s treo bin cnh bo ti ton b khch thu v mc nguy him ca hnh ng ny. Chp nh nhng tn tht ti ti sn to nh, lu ti liu. Ghi li ton b s vic.
4. 5.
Nu c ai b thng bi vt th ri, nhn vin vn phng qun l thc hin cc bc sau: 1. 2. 3. 4. 5. 6. H tr nn nhn. Gi cnh st v xe cu thng. C gng gi nguyn hin trng v cc chng c. Dng hng ro cnh st ti hin trng, i cnh st n gii quyt. Ghi li ton b s vic bo co cnh st. Lm Bo co s c gi ti Gim c to nh trong vng 24 ting.
194
13)
H thng ng nc
1.
Vi bt k im d nh no ca h thng ng nc, nhim v ca nhn vin phng qun l l phi khn trng thng bo cho nhn vin trc k thut kp thi sa cha, sau thng bo vi Gim c qun l to nh. Nu khch thu ngh ban qun l sa cha nhng hng hc ni b ca h, chng ta c th h tr song h phi thanh ton chi ph. Nu vic sa cha thuc v trch nhim ca to nh, nhanh chng thng bo vi Gim c qun l to nh ch gii quyt.
2.
3.
195
VII.
ti liu chun v nhng hot ng ca to nh
Sau y l danh mc cc ti liu chun v nhng hot ng ca to nh, c Gim c qun l to nh s dng mt cch thng thng. Ch : To nh Bc v cc to nh c CB Richard Ellis qun l khng c s dng cc ti liu khc nu khng qua sa i. Nhng thng tin sau nn c dng ch nh hng dn.
196
1) bn lit k nhng mc cn kim tra ca b phn qun l to nh y l bn tm tt cc mc cn kim tra, bao gm cc ti liu quan trng c cc Gim c qun l to nh thc hin. Nhng ti liu ny c th cha bao hm ton din v c th c sa i theo thi gian. Mi Gim c qun l to nh phi m bo rng danh mc ny c cp nht. Ni dung danh mc bao gm cc phn sau: 1.0 2.0 3.0 Qun l vt cht Qun l khch thu Qun l ti chnh
197
2) phiu thanh ton mua hng
Phiu thanh ton (PO) l g?

y l biu mu c dng khi nhn vin hnh chnh hoc nhn vin k thut ngh mua hng ho hoc s dng bt c dch v g. Mu ny ban u s c Gim c qun l to nh xt duyt gi c v cc iu kin lin quan c cung cp trong bn bo gi hng ho hoc dch v km theo. Biu mu ny s c Nhn vin Hnh chnh lm v gi n Gim c qun l to nh ch xt duyt. Cn gi km theo 1 bn sao bn bo gi hng ho hoc dch v cn s dng.
Th tc thanh ton mua hng l g?

Nhn vin Hnh chnh qun l ton b biu mu ngh mua bn v chu trch nhim thc thi cc th tc sau: Cc bc:
1.
Khi nhn c Phiu ngh mua bn hoc cng vic, Nhn vin Hnh chnh s in Phiu thanh ton mua hng. Phiu thanh ton mua hng (3 bn sao) s c gi ti Gim c to nh ch xt duyt. Sau khi c chp thun, c 3 bn ny s c gi tr li Nhn vin Hnh chnh, Nhn vin Hnh chnh s gi ti nh cung cp. Phi lu ghi S ngh ti l phi bn trn Phiu ngh thanh ton v thng bo cho nh cung cp.
2.
3.
Ch : S khng c ho n no c thanh ton nu khng c S ngh ny.
198
4. Hng ho hoc dch v sau s c cung cp.

5.
B phn k ton s nhn c ho n. Ho n ny s c ng du v ghi m s ph thuc vo chi tit trong Phiu ngh thanh ton, ri chuyn n Gim c to nh. Gim c to nh c nhim v xc nhn cht lng hng ho hoc dch v trc khi ng du. Ho n ch c thanh ton khi Gim c to nh xc nhn. Gim c to nh s chuyn ho n li cho Nhn vin Hnh chnh.
6.
7.
Tm tt: 3 bn sao ngh: - 1 bn gi ti nh cung cp hng ho/dch v - 1 bn gi ti Gim c to nh - 1 bn gi ti Nhn vin Hnh chnh
Bn sao s c b phn k ton gi km vi ho n gc cho Gim c to nh.
199
3)
th tc ngh lm vic
Phiu ngh lm vic (WO) l g?

Phiu ngh lm vic s c khch thu u quyn cho nhn vin i k thut to nh lm theo tho thun trong hp ng thu. Khch thu s phi thanh ton cc khon ph ring bit hon thnh cng vic ny.
Th tc ngh lm vic l g?
Ph trch K thut to nh s a ra Phiu ngh lm vic khi cng vic c lm hoc Vn phng qun l m trch vic ny theo cc iu khon v khu vc mt bng thu ca khch. Cc bc:
1.
Khch thu s yu cu lm cc cng vic c xc nh trong hp ng thu. H s c gii thch rng mc d h t chu trch nhim v cc cng vic sa cha song to nh s m trch phn thc hin v h s thanh ton. Bn bo gi v Phiu ngh lm vic s c Ph trch K thut to nh lm v gi ti khch thu nh gi v gi c trc khi tin hnh thc hin.
2.
3. Nu khch thu ng , h s k nhn vo Phiu ngh lm vic.

4.
Tin hnh thc hin cng vic.
200
5.
Cc ti liu lin quan: Phiu ngh s c Ph trch K thut to nh lm cng vi vic ghi s trn Phiu ngh lm vic, sau Tr l s thng qua. Tip theo thc hin tng t nh bc 3-8 ca Th tc ngh mua bn. Ph trch K thut to nh phi thng bo vi Nhn vin hnh chnh khi cng vic c hon thnh. Nhn vin hnh chnh s kt ni cc thng tin v ghi li trong h s lu tr tng vic khc nhau v xut ho n cho khch thu.
6. 7.
Tm tt: 3 bn sao: - 1 bn gi ti khch thu - 1 bn gi ti Gim c to nh - 1 bn c Nhn vin hnh chnh lu.
4)
th tc ngh mua bn
Mu ngh mua bn(RF) l g?

Nhn vin vn phng qun l hon thnh mu ngh khi cn mua hng ho t bn ngoi. Mu ny c lm ngh mua bn ch khng phi l bng chng chp thun mua bn (ch c mu ngh mua bn c Gim c to nh k duyt mi c thanh ton).
Th tc ngh mua bn nh th no?

Nhn vin vn phng qun l s in mu ngh mua bn khi cn mua hng. Mu ny phi c gi km theo bn bo gi chi tit v gi ti Tr l, lm Phiu ngh thanh ton. Cc bc: 1. Nhn vin xc nh vic cn mua hng hoc dch v v in vo Mu ngh mua hng, gi km theo bo gi ca ti thiu 3 nh cung cp.
2.
Tr l Gim c to nh s a ra Phiu ngh thanh ton v ghi li s ngh trn phiu ny. Bn gc ca Phiu ngh mua bn s c gi ti cng bn sao ca Gim c to nh.
201

3.
Gim c to nh s ph duyt.
4. Thc hin tip theo nh bc 3-8 ca th tc ngh thanh ton. Tm tt: 2 bn sao: - 1 gi km vi Phiu ngh thanh ton c Gim c to nh duyt. - 1 c Nhn vin Hnh chnh lu gi.
5) Xc nhn ho n n Qu trnh qun l lm pht sinh nhng chi ph hng ngy ca to nh no no nhm duy tr nhng dch v trong to nh, mang li cho khch thu mi trng lm vic an ton v sch s. Chi ph cho nhng dch v ny s c nhng bn cung cp dch v chuyn ho n qua cho b phn qun l. Ho n ny cp ti nhng hng ho, dch v hay nhng vt liu c s dng vi tng s tin bao gm c thu gi tr gia tng. Ho n khng c nhm ln vi bng thng bo n nh nh m t v bng thng bo n c gi cho ch n mc sau. Trong mi trung hp, bng thng bo n s khng c m s thu ca ch n nh trong ho n. Hng ngy b phn k ton s nhn nhng ho n v s nh km nhng giy t cn thit vi ho n (bn copy ca phiu mua hng) v chuyn qua cho Gim c to nh xc nhn. Sau khi kim tra chi tit, Gim c to nh s k xc nhn rng hng ho hay dch v c nhn/hon thnh theo nh cc iu khon c ng trong bo gi hay hp ng. iu ny chng t rng Ho n c xc thc thanh ton. oNhn vin Hnh chnh s khng lm lnh thanh ton cho ho n no nu khng c xc nhn ca Gim c to nh.
202
Ton b nhng ho n c xc nhn s c chuyn qua cho b phn k ton vo th nm hng tun. Nu khng lm ng quy trnh nh vy th s khng kp thanh ton cho ho n vo ng k thanh ton. Xin lu rng vic thanh ton ho n phi c hon tt trong mt khong thi gian hp l, thng thng l vo ngy 20 hng thng, nu khng c l do g tr hon vic xc nhn ho n. Di y l tm tt nhng bc phi thc hin v nhng ngi chu trch nhim trong qu trnh thc hin Cc bc: 1. Nhn vin Hnh chnh s l ni u tin nhn ho n ri nh km nhng chng t , nh phiu mua hng (PO) ca ho n . 2. Ho n sau s c ng du v nhng b phn c lin quan s hon tt theo nh nhng thng tin c trong phiu mua hng. 3. Sau khi hon tt, ho n v chng t s c chuyn qua cho Gim c to nh xc nhn. 4. Gim c to nh s kim tra chi tit ca ho n v m bo rng hng ho v dch v c nhn/hon tt ng nh cc iu khon tho thun trong hp ng hay bo gi. Gim c to nh cng s kim tra xem mi chi tit chnh xc cha. 5. Sau khi lm xong cc bc , Gim c to nh s ng mt du vo gc phi phn cui trang, ngoi vic ng du ra th cng cn ghi r ngy thng xc nhn vo pha di. 6. Vo ngy hoc trc ngy th nm nhng ho n c xc nhn s c chuyn qua cho b phn k ton thanh ton. 7. Nhn vin Hnh chnh s pht hnh sc thanh ton c ng du. 8. Nhn vin Hnh chnh lu s lu gi chng t theo tng qu ring tnh theo tng giai on.
203
6) Th tc ng k cha kha Th thc ng k cha kho - Th tc ny gm h s ca tt c cc cha kho lu ng, nhm m bo rng bt k cha kho no pht hnh u c cc thng tin chi tit c th c ghi trong h s ca ngi nhn cha kho. Qu trnh qun l: 1. Cc cha kho v kho s do Nhn vin Qun l cha kho gi, nhn vin ny s trc tip chu trch nhim vi Gim c to nh.
2.
Nhn vin qun l cha kho s l (KCO) Gim st K thut to nh hoc nhn vin trc theo ca. Nhn vin qun l cha kho s ch nh nhn vin bo v kim sot cha kho trong ca lm vic ca h (ban m hoc trong cc ngy ngh l).
204
3. Cha kho s ch giao cho nhng ngi c phn s v c thm quyn c vo khu vc c phn nh gii hn. Cc bc tin hnh: 1. Thng tin chi tit ca ngi yu cu mn cha kho s c ghi vo mu ng k cha kho. 2. Chuyn n bng danh mc cha kho, cha kho ring bit c ly t Hp cha kho. T cha kho ny c t ti vn phng Qun l to nh v Ngi qun l cha kho s qun l trc tip nhng hp cha kho v t cha kho ni trn. 3. Th cha kho c nh s trn mc cha kho v ...Nu c hn mt cha kho c cng m s th s hu b v m s tng ng ca th cha kho s c thay th trn mc cha kha. 4. S th cha kho s cng oc ghi li trong H s ng k cha kho bn cnh cc thng tin c. 5. Cha kho s c giao cho ngi yu cu mn. Khi tr li cha kha, ngi ng k s ghi ngy thng nhn cha kho ng thi cha kho c tr li hp cha kho. Tr l gim c to nh c trch nhim kim tra s sch v xem li th tc ng k mn cha kho. Vic s dng cha kho tng cng c yu cu c s kim sot nghim ngt ny. Trch nhim s thuc v Tr l Gim c to nh. Khng cha kho no c cp cho khch thu m khng c s ph chun ca Gim c to nh. 7) chuyn n v chuyn i Chuyn n Trc khi chuyn n to nh, khch thu phi tin hnh lm cc th tc sau:
ng k vi Gim c to nh. Cung cp bn sao Hp ng thu cho Gim c to nh. Trnh CMTND
205
Khch thu c th nng cp vn phng hoc khng. Trc khi thc s chuyn n to nh, khch thu phi gi ti b phn qun l danh sch cc ti sn em theo, thi gian chuyn n v cc bn c u quyn cho vic chuyn n. Gim c to nh s xem xt chp thun, sau ly mu ngh lin quan, ch chp thun v h tr t pha b phn k thut v bo v ca to nh trong qu trnh tin hnh cng vic. Chuyn i Tt c cc trng hp chuyn i u phi c thanh ton ht cng n vi to nh. Trc khi chuyn i, khch thu phi thng bo bng vn bn trc 1 thng. Gim c to nh s chnh thc gii quyt, i chiu cc vn lin quan. Sau khi tt c cc khon c thanh ton, khch thu cung cp danh sch c v lch trnh chuyn i cho vn phng qun l.
8) iu ho ngoi gi Nu mun s dng iu ho ngoi gi, khch thu phi gi n ngh ln Vn phng qun l t nht 3 ting trc thi hn cn thit. (Tr l) Gim c to nh s sp xp vn ny. Khch thu s in vo mu n ngh cung cp iu ho ngoi gi n Ban qun l to nh.
206
n ngh ny phi c ch k v con du ca khch thu.
207

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Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

OPERATIONS MANUAL FOR INDOCHINA RIVERSIDE TOWERS

Compiled by CB Richard Ellis (Vietnam) Co., Ltd., December 2007

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

The Tenant is the CUSTOMER

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

PROPERTY MANAGEMENT MODEL

INTERNAL (MICRO) INFLUENCES

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

Arrange repairs and maintenance as instructed by the Property Manager or Assistant

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

ASSISTANT PROPERTY MANAGER

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

POSITION: POSITION: POSITION : POSITION :

SECRECTARY CUM INTERPRETOR ADMINISTRATOR RECEPTIONIST TECHNICIAN

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

II. GENERAL DUTIES AND DISCIPLINE

1) GENERAL CONDUCT AND DISCIPLINE FOR BUILDING STAFF

Indochina Riverside Towers 8. 9. 10.

CB Richard Ellis (Vietnam) Co., Ltd.

11. 12. 13. 14. 15.

Indochina Riverside Towers 5.

CB Richard Ellis (Vietnam) Co., Ltd.

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd. BUILDING ATTENDANTS

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

III. STANDING INSTRUCTIONS

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

Indochina Riverside Towers Security Identification Card

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

DAILY BUILDING INSPECTION PATROLS

BUILDING INSPECTION REPORTS

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

Indochina Riverside Towers

CB Richard Ellis (Vietnam) Co., Ltd.

INDOCHINA RIVERSIDE TOWERS

MANAGEMENT STAFF Movements/Shortages:

Water Ponding Cladding Deterioration

Comments : 2.03 Plant/Service Rooms

Water Leakage Lights ON Entry