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 office 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. your center manager 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
We consider communication a crucial element in our relationship with you Our goal is to provide quality services to you and to your company We feel that the first step in accomplishing this goal is the clear communication of our service policies This handbook has been compiled and provided for that purpose. A careful review will provide valuable information, which will facilitate a smooth transition into your new workspace.
The center manager within your suite is the person to contact regarding requests, questions, and further information and is the liaison between client and the appropriate metro employee This has proven to be the most effective method of communication between client and metro management.
Interoffice Contact Information
Fairfax Front Desk
703-896-7600
Front Desk Team Email Fairfax Center@Metroffice.com
Corporate Contact Information
Sales Sales@Metroffice.com
Customer Service & Operations Operatons@Metroffice com
Accounting & Invoicing Accounting@Metroffice com
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.
Fairfax Office Center
Hours of operation
The building is opened each weekday at 7:00 a m and is locked each evening at 7:00 p m this excludes holidays observed by the building management company. Office clientele have 24 hour access to the suite. Fairfax Center'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 9:00 a.m. to 1:00 p.m. heating and air conditioning are not provided on holidays recognized by the united states government (i.e., new year ’ s day, martin luther king day, president’s day, memorial day, independence day, labor day, thanksgiving/day after thanksgiving, and Christmas). During non-business hours or prescribed holidays, heating and air conditioning are available upon request at the building management established rates
Security
The building management maintains building security with data watch. Card readers are located at the front and back entrances of the building as well as the parking garage. Parking garage access is reserved for monthly permit holders only These secured entrances are locked from 7:00 p m to 7:00 a m weekdays, weekends and holidays
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 the 911 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 so we can try to position an evacuation chair in case of 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. Once we have
confirmation from building management and the fire department that it is safe to return to 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 evacuating.
Parking & Metro Rail
Parking -Free garage and lot parking is available for you and your guests
Metro Rail - The nearest Metro Stations to our building are The Reston Metro (Silver Line) and the Vienna Metro.
Bus - Fairfax County Connector has a stop directly in front of our building.
Fitness Center
Our fitness facility is complete with an array of fitness equipment and offers shower and locker service. Once you sign the required gym waiver, your Data Watch access card can be used for entry. Your Center Team will provide you with the necessary paperwork.
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!
● Scheduling couriers
● Making reservations
● Shipping services (FedEx, UPS)
● Arrange gifts for special occasions – floral, gift baskets, balloons
● Check mail
● Scheduling meetings rooms
● Arranging for catering
● Gift Wrapping
Courier Service/Service calls
We can arrange for all pick-ups 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 email to send out important messages to all clients such as center closings, center outages and for fun & professional networking events in our locations Please make sure @metroffice com address does not go to your spam folder
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 upon arrival before proceeding to your private office. Please note that no guest 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 and to place any expected deliveries directly in your office while you are away. Please don't hesitate to reach out if we can assist during your time out of the office. We're here to help!
Specific Instructions
To help us serve you better, please keep your center support team informed about any specific needs you might have. Whether it's holding calls, using the meeting room, or expecting a high volume of calls, 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 or 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