Client Handbook
Workspace for every workstyle. What’s your M.O?
I would like to WELCOME you and your company to Metro Offices. Whether you are an entrepreneur, sole practitioner, or represent your company in the metropolitan area, we intend to make sure your decision to locate your office(s) in a Metro Offices Center is the right one. You will find that your support team is well trained and highly motivated to assist you in all areas The following pages are the first step in this process. Upon review of this handbook, please notify your Center Manager if you have any questions or suggestions. A member of our team will schedule an orientation in the next few days to familiarize you with your new workspace I look forward to meeting you and we appreciate the opportunity to serve you and your company!
Sincerely,
Kathlene Buchanan CEO KB@Metroffice.com
Introduction
Communication is paramount in our relationship with you. We are committed to delivering high-quality services to you and your company, and we believe that clear communication of our service policies is fundamental to achieving this goal. This handbook has been compiled and provided to ensure that you have a thorough understanding of our procedures.
For any requests, questions, or additional information, please contact the Center Manager within your Suite The Center Manager serves as the essential liaison between you and the appropriate Metro employee. This approach has consistently proven to be the most effective way to facilitate communication between our clients and Metro management.
Orientation
We would like to take this opportunity to Welcome You Once Again The entire team is committed to providing you with an industry-leading platform of workspace, technology, and business services to support you in optimizing your business performance.
Getting familiar with your new workspace.
During your orientation a MO team member will:
● Introduce your new support team.
● Show you shared workspaces such as the Executive Café, Meeting Rooms, Training Room, Business Lounge and Day Offices
● Provide a quick tutorial on how to use the printer/copier/scanner and specialty drink machine for coffee and tea.
● Show you where to pick up your mail and access shipping supplies (FedEx and other overnight couriers)
● Provide you with your office and security keys
● Provide any forms to include gym waiver, private copier code, meeting room reservation login and instructions and any other forms necessary for an efficient move-in process.
Chevy Chase Office Center
Hours of Operation
The building is open each weekday at 6:00 a.m. and is locked each evening at 6:00 p.m. This excludes holidays observed by the building management company Office clientele have 24-hour access to the suite. Chevy’s hours are 9:00 a.m. – 5:00 p.m. Monday through Friday, excluding holidays
Heating and Cooling
Heating and air conditioning are provided in season, Monday through Friday from 8:00 a m to 6:00 p m , and on Saturday from 8:00 a m to 2:00 p m Heating and air conditioning are not provided on Sundays or holidays recognized by the United States Government. During non-business hours or prescribed holidays heating and air conditioning are available upon request at $65.00/hr. HVAC rates and holidays are established and recognized at the property management’s discretion and are subject to change at any time without notice
Security
Building Management maintains building security with Datawatch systems. Each occupant of the suite is issued a Datawatch card to gain access to the building A card reader is located at the front and back entrance of the building, the parking garage and all elevators These secured entrances are locked from 5:30 p.m. to 8:00 a.m. weekdays. access to the office center during security hours can be gained using your Datawatch card. The card is needed to access the suite Monday – Friday 5:30 p.m. – 8:00 a.m. and weekend and holidays.
Elevators 1, 2, and 3 will only operate between the garage levels and 2l, after 5:30pm on weekdays and during the weekend As such, if you are entering through the garage and need to access floors 3 through 12, it will be necessary to exit on 2l and proceed across to elevators 4 & 5 elevators 4 & 5 will need to be utilized for all after-hours access to floors 3 through 12. When the elevator call button is pressed after hours on floors 3 through 12, only elevators 4 and 5 will respond.
Emergency Procedures.
In case of an emergency please dial 911. In case of fire or other building emergency, all clients and employees should use the stairways to exit the building. The elevators should not be used. Please familiarize yourself with the red, overhead exit signs leading to the stairways. In addition, please make note of emergency numbers for police and medical emergencies.
In case of a fire emergency the following will take place:
A center team member will do a center sweep prior to exiting the building Although we will make every effort to notify each tenant to evacuate, we are not responsible for any tenant or their guest(s). Should you have a visitor during the time of emergency, it will be up to you to assist them or notify us that they need assistance We recommend that any client that has disabled persons in their employment let us know upon move-in so we can try to position an evacuation chair in case of an emergency.
A MO team member will be in the reception/lobby area to direct all tenants and their guests to appropriate exits. Once tenants exit the stairwell a MO team member will do their best to direct tenants to our designated meeting area, in front of Potomac Pizza.
Once we have confirmation from building management and the fire department that it is safe to re-enter the building, we will immediately notify all tenants. Please keep in mind that for those employees who do not vacate a building when an alarm is sounding on their floor, you can be fined up to $2,500 per instance by the fire department as well as face charges on a class 1 misdemeanor which, if convicted, could result in up to twelve months’ imprisonment. Please pass this along to your employees (and guests if necessary), so they fully understand the importance of evacuation
Parking & Metrorail
Garage parking in the building is available monthly and daily Rates are established by the parking garage owner and are subject to change. We are happy to assist with monthly parking in our building, or we can assist with monthly parking at neighboring garages.
Please see our team for details
Clients have direct building access through the friendship heights (red line) Metrorail stop. When you exit the Metro, please use the western avenue exit escalator Once you exit this escalator please continue straight through the tunnel to the second escalator. This exit will place you in front of our building.
Fitness Center
An on-site fitness center is included for all private office clients and their team members All tenants using the facility are required to sign a gym waiver to gain entry, once signed, your security card will take you into the gym during the established operation hours.
Area Restaurants & Catering Services
Headed out to lunch? We are happy to make a reservation for you! Staying in for lunch? We can arrange a light breakfast or fully catered meal for your next meeting. Please stop by the front desk for options.
Administrative Services
Feel like there's never enough time in the day? When you focus on the little things you are not taking care of your core business Enhance your productivity by delegating these tasks to us We specialize in handling the details, so you can concentrate on what truly matters!
Courier Service/Service Calls
We can arrange pick-up and deliveries for you However, if you choose to make the arrangements yourself, please notify your center support team to avoid delays or interruptions If you have placed a service call for equipment located in your office, please let us know so that we can assist when the technician arrives.
Communication
Metro Offices uses constant contact to share important messages via email to all clients These messages include inclement weather closings, scheduled maintenance, monthly newsletters & professional center events in our locations. Please check your spam folder if you are not receiving notifications and be sure to add @metroofice.com to receive our communication.
Reception
To ensure that you receive the highest level of professional assistance during your interactions with our support center, clear communication is essential This will also aid in the efficient execution of their responsibilities. Please notify the center team in advance about any visitors or guests who will be arriving to meet with you. Additionally, kindly instruct your guests to check in at the reception desk upon arrival before proceeding to your private office Please note that no guests will be admitted to your office without your prior approval
Itinerary
We encourage you to inform your center support team whenever you plan to be out of the office This allows us to ensure that all your needs are met in your absence. We are more than happy to take care of your plants, open and scan your mail daily, and place any expected deliveries directly in your office while you are away Please don't hesitate to reach out if there are other ways we can assist during your time out of the office. We are here to help!
Specific Instructions
To help us serve you better, please keep your center support team informed about any specific preferences you may have. Whether it's holding your calls, making sure you receive a call from a VIP, or maybe you are planning for an important large client meeting - letting us know in advance allows us to prepare accordingly.
For needs involving significant call volumes, please coordinate with your center manager well in advance This proactive approach ensures that our Call Center Specialists can manage your calls as efficiently as possible Should you need any assistance or have further inquiries, feel free to reach out via email at membersupport@metroffice.com .
Meeting/Day Office/Training Rooms
Meeting rooms, day offices and training rooms can be reserved 24/7 through the client portal on our website Click here to Go to the reservation login page
Meeting Room Amenities
The following equipment and services are available through our meeting spaces:
A/V Equipment for presentations Dedicated
Bandwidth
Complimentary Wi-Fi
Ergonomic Seating
Color copiers/printers/scanners
Catering Service
On-site team to support as needed
Attendee Registration Support
Glass boards
Executive Cafe/ Business Lounge for breakout space
In-room beverage service w/ coffee, tea & spring water Office supplies
Polycom speakerphone
As a client, you have access to all 8 of our Centers’ meeting rooms, day offices and Training rooms for a total of 43 rooms throughout the DC metro area. You may find this information on our website, or you can ask your center team, they will be happy to help you find the best fit for your next meeting!
It is each client’s responsibility to leave the meeting rooms neat and clean for the next client’s use Remember, the shared office environment works best when everyone makes a cooperative effort. A fee will be charged for any cleaning necessary after use. Other clients will be using the area after you and we cannot be responsible for damaged or misplaced items.
Business Services
We offer a full range of on-site business support services for you Your center support team is friendly and efficient. Utilize our support services to assist you in your daily administrative needs, marketing efforts, and quarterly projects. Please refer to our services menu for all applicable rates
Mail
Delivery - The mail is delivered to the center each morning between the hours of 12 - 3 pm. Your center team will sort the mail upon arrival. As it is our responsibility to provide security and confidentiality to all, clients are asked not to sort through the mail.
Pick-up - The mail is picked up by the post office each day at approximately 11:30 a.m. Place mail to be posted in the mailroom daily by 11:00 a m International mail should be noted Mail must have a contact name associated with your company and a return address for processing.
Photocopiers -We have a multifunctional color copier with scanning and secure remote printing capability for copy and print convenience Your firm will be issued a unique “ user code” which allows access to the photocopy machines. Please be sure to clear your code after each use. We cannot assume responsibility for copies made with your private code. User quantity readings will be collected at the end of each billing period You may change your private code if you ever feel the security of your code has been compromised. New code requests should be sent to your manager.
Monthly Invoice & Payment
Chevy Chase OBC, LLC enforces these contractual provisions regarding your Agreement: Office Services are due and payable on the first of each month Balances are considered delinquent after the first of the month; however, a late fee is not assessed until the fifth day of the month. If past due account balance is not paid by the 20th of the month, services will be terminated. Clients are expected to vacate the premises and should account immediately. A $100 reconnect fee will be charged to reactivate service.
We accept Checks, ACH and credit card payments. Please contact the Center Manager for wire transfer information If a check is returned as NSF, a fee will be assessed, and a late charge will be applied to your account.
Invoices can be viewed and paid online through the Member Portal accessible through our website.
Policies and Procedures
Authorized Personnel List
Please send an email to the Center team with a list of all individuals who may be admitted to your office in your absence Names not on the service agreement or not provided in writing to our team will not be authorized to enter your office
Keys & Security Fobs
Two office door keys will be provided per office. You may request additional keys for an additional fee. (Maximum of three keys per office). Please contact your Center team for details. One security fob is provided per employee upon move-in. Building Management has very strict rules restricting our ability to give security fobs to anyone who is not an occupant of Suite 700 There is a $35 fee for all replacement cards and cards requested for additional employees
Deliveries/Freight Elevator
All deliveries and moves must be scheduled through the Center team in advance A certificate of insurance may be required. Please see your Center team for details.
Insurance/Security
Neither the Center nor building management carries insurance to cover a tenant’s personal belongings or furnishings. Therefore, we encourage tenants to have their own personal property insurance
Within the Suite, security is considered everyone ’ s responsibility For your protection, please
secure your valuables when stepping away from your office and notify Management immediately if you notice any suspicious activity on the floor or on the building premises
Smoking
Smoking is not permitted in any of our Office Centers We appreciate your strict adherence to this policy. There is a designated smoking area located on the lower level of the parking garage.
Holidays
Metro Offices recognizes the following standard, government holidays (subject to change):
● The week of Thanksgiving
● Martin Luther King Day
● President’s day
● Christmas – Week of Christmas – January 2nd .
● Memorial Day
● Independence Day
● Labor Day
● Columbus Day
While MO will be closed on these days, access to the building and suite is available using your security card and office key. Buildings may operate on their own holiday schedule; we will notify you of any building closures
Inclement Weather
Our corporate officers will make the decision to close the center due to poor weather (i.e. snow/sleet). The decision is based closely on the Local Government’s actions during such weather Every effort will be made to notify our clientele should it be determined to close the office due to dangerous travel conditions It should be noted that not every office experiences the same weather conditions as the next, due to the wide area, our location closings may vary; some offices may be closed while others remain open. We will send out an email notification of any office closings due to inclement weather or emergency closures.
Our Team
Please keep in mind that the team within the Office Center is employed by Metro Offices, therefore we request any issues relating to our employees be addressed directly to the Center Manager
O
ffice / Furniture Requests
Many times, after clients have moved into their office, they find that their needs change or grow We will make every effort to respond to these needs Our policy is as follows: Additional furniture requests or rearranging of furniture requests should be made in writing to the manager. Depending upon the request, a one-time fee, or an additional monthly fee may apply. Please allow up to 30 days for furniture requests to be fulfilled. Painting of offices takes place before a client takes possession of the office. If painting is requested beyond this, there will be an additional fee which can be found on the service pricing menu
Pets and Children
Children must always be supervised by a responsible adult while in the Center. As this is a professional environment and shared workspace, it is important to remember that running or playing in the hallways can disrupt other clients' business activities
Pets are not allowed in the building at any time, except for service animals that assist individuals with visual or hearing impairments, or police dogs in case of emergencies. Documentation is required by the building management for these exceptions. Additionally, aggressive pets of any kind are not permitted in the suite. We prioritize the safety and comfort of all our clients
Executive Cafe/Business Lounge
Our offices have Executive Cafés and Business Lounges that offer comfortable workspaces, communal tables for lunch, lounge space, delicious coffee and specialty drinks from a local vendor, filtered water, complimentary, shared refrigerators, silverware, dishes, coffee mugs and water glasses. Please feel welcome to use the microwave; however, we do request that no “aromatic” foods be warmed out of respect to your neighbors.
