I would like to WELCOME you and your company to Metro Ofļ¬ces. 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 ofļ¬ce(s) in a Metro Ofļ¬ces Center is the right one. You will ļ¬nd that your support team is well trained and highly motivated to assist you in all areas. The following pages are the ļ¬rst 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@Metrofļ¬ce.com
Introduction
Communication is paramount in our relationship with you. We are committed to delivering highquality 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.
Interoļ¬ce Numbers
Reston Front Desk Main Number
703-871-5000
Center Team Email Address Reston_Center@metrofļ¬ce.com
Facsimile
703-871-5111
Cardinal (Medium) Conference Room 65006
The Vista (Large) Conference Room 65004
The Shenandoah Training Room 65007
Corporate Contact Information
Sales Team
Customer Service & Operations
sales@metrofļ¬ce.com
customerservice@metrofļ¬ce.com
Accounting & Invoicing accounting@metrofļ¬ce.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:
ā Introduce your new support team.
ā Show you shared workspaces such as the Executive CafĆ©, Meeting Rooms, Training Room, Business Lounge and Day Ofļ¬ces.
ā Provide a quick tutorial on how to use the printer/copier/scanner and specialty drink machine for coffee and tea.
ā Show you where to pick-up your mail and access shipping supplies (FedEx and other overnight couriers).
ā Provide you with your ofļ¬ce and security keys.
ā Provide any forms to include gym waiver, private copier code, meeting room reservation login and instructions and any other forms necessary for an efļ¬cient move-in process.
Reston Oļ¬ce Center
Hours of Operation.
The building is open 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. Private Ofļ¬ce clientele have 24-hour access to the suite. Reston hours are 9:00 a.m. ā 5:00 p.m. Monday through Friday, excluding holidays.
Heating and Cooling.
Heating and air conditioning are provided in season, Monday through Friday from 7:00 a.m. to 6:00 p.m., and on Saturday from 9:00 a.m. to 2:00 p.m. Heating and air conditioning are not provided on Sundays and holidays recognized by the United States Government (i.e., New Yearās Day, Martin Luther King Day, Presidentās Day, Memorial Day, Independence Day, Labor Day, Thanksgiving/day after Thanksgiving, and Christmas and others). HVAC holidays are recognized at the property managementās discretion and are subject to change. During non-business hours or prescribed holidays heating and air conditioning are available upon request at $75.00/hr.
Security.
Building Management maintains building security with Datawatch. Each private ofļ¬ce client is issued a Datawatch fob upon move-in to gain access to the building and ļ¬oor outside of normal business hours. Fob readers are located at the front and back entrance of the building as well as on all levels of the parking garage at door entry. These secured entrances are locked from 6:00 p.m. to 6:00 a.m. weekdays and all day on weekends and holidays. The Datawatch fob is needed to access the 2nd Floor outside of our normal business hours and on weekends and holidays.
Emergency Procedures.
In case of an emergency please dial 911. In case of ļ¬re 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 ļ¬re 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, in front of the fountain directly in front of the building.
Once we have conļ¬rmation from building management and the ļ¬re 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 ļ¬oor, you can be ļ¬ned up to $2,500 per instance by the ļ¬re 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.
Evacuation Diagram
Parking & Metro Rail.
Our Reston location offers free lot and garage parking for all clients and their guests.
Metro Rail - the nearest Metro Station to our building is Reston Metro ā Silver Line.
Fairfax County Connector - A Fairfax County Connector bus stop is within steps of the building.
Reston Town Center | WMATA Fairfax
Connector
Fitness Center
Our ļ¬tness facility is located at 11730 Plaza America Drive. This facility is complete with an array of ļ¬tness 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. Hours of Operation approximately 6am-8pm Monday ā Friday | 6am ā 4pm Saturday (excluding holidays).
Sports Facility
Reston clients have access to onsite basketball and pickleball courts. The courts are available Monday ā Friday during daylight hours. Once you sign the required waiver, your Datawatch access card can be used for entry along with a 4- digit code. Please see your MO center team for waiver and code information.
Pickleball ā 11710 garage ā level P7 | Basketball - 11730 garage ā level P5.
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!
ā Scheduling couriers
ā Making reservations
ā Shipping services (FedEx, UPS)
ā Arrange gifts for special occasions ā ļ¬oral, gift baskets, balloons
ā Check mail
ā Scheduling meetings rooms
ā Arranging for catering
ā 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 ofļ¬ce, please let us know so that we can assist when the technician arrives.
Communication
Metro Ofļ¬ces uses Email to send out important messages to all clients such as inclement weather closings, scheduled maintenance & professional networking events in our locations. Please make sure customerservice@metrooffices.ccsend.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 efļ¬cient 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 ofļ¬ce. Please note that no guest will be admitted to your ofļ¬ce without your prior approval.
Itinerary
We encourage you to inform your center support team whenever you plan to be out of the ofļ¬ce. 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 ofļ¬ce while you are away. Please don't hesitate to reach out if we can assist during your time out of the ofļ¬ce. We're here to help!
Speciļ¬c Instructions
To help us serve you better, please keep your center support team informed about any speciļ¬c 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 signiļ¬cant 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 efļ¬ciently as possible. Should you need any assistance or have further inquiries, feel free to reach out via email at membersupport@metrofļ¬ce.com .
Meeting/Day Oļ¬ce/Training Rooms
Meeting rooms, day ofļ¬ces 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 Ofļ¬ce supplies
Polycom speakerphone
As a client, you have access to all 8 of our Centersā meeting rooms, day ofļ¬ces and Training rooms for a total of 43 rooms throughout the DC metro area. You may ļ¬nd this information on our website, or you can ask your center team, they will be happy to help you ļ¬nd the best ļ¬t for your next meeting!
It is each clientās responsibility to leave the meeting rooms neat and clean for the next clientās use. Remember, the shared ofļ¬ce 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 efļ¬cient. 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.
Delivery - The mail is delivered to the center each morning between the hours of 10am - 12 pm. Your center support team will sort the mail upon arrival. As it is our responsibility to provide security and conļ¬dentiality to all, clients are asked not to sort through the mail.
Pick-up - The mail is picked up by the post ofļ¬ce each day at approximately 4:30 p.m. Place mail to be posted in the mailroom daily by 2:00 p.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 ļ¬rm will be issued a unique āuser codeā 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 the Reston Manager.
Monthly Invoice & Payment
Suite 2000 of Reston enforces these contractual provisions regarding your Agreement: Ofļ¬ce Services are due and payable on the ļ¬rst of each month. Balances are considered delinquent after the ļ¬rst of the month; however, a late fee is not assessed until the ļ¬fth 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 immediately. A $100 reconnect fee will be charged to reactivate service.
We accept Checks, ACH, and credit card payments. (VISA, MASTERCARD, or AMEX) 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. Credit cards declined for monthly payments will also receive a one-time declined fee. Please reference your service Agreement for NSF or Declined credit card details.
Invoices can be viewed and paid online through the Member Login on our website.
Monthly Billing Cycle
Metro Ofļ¬ces bills in advance for ļ¬xed charges and in arrears for variable charges. The following schedule shows the invoice dates and their corresponding billing cycle:
JANUARY 1 INVOICE
FEBRUARY 1 INVOICE
MARCH 1 INVOICE
APRIL 1 INVOICE
MAY 1 INVOICE
JUNE 1 INVOICE
JULY 1 INVOICE
AUGUST 1 INVOICE
SEPTEMBER 1 INVOICE
OCTOBER 1 INVOICE
NOVEMBER 1 INVOICE
DECEMBER 1 INVOICE
JAN CONTRACT CHARGES, NOV VARIABLE CHARGES
FEB CONTRACT CHARGES, DEC VARIABLE CHARGES
MAR CONTRACT CHARGES, JAN VARIABLE CHARGES
APR CONTRACT CHARGES, FEB VARIABLE CHARGES
MAY CONTRACT CHARGES, MAR VARIABLE CHARGES
JUN CONTRACT CHARGES, APR VARIABLE CHARGES
JUL CONTRACT CHARGES, MAY VARIABLE CHARGES
AUG CONTRACT CHARGES, JUN VARIABLE CHARGES
SEP CONTRACT CHARGES, JUL VARIABLE CHARGES
OCT CONTRACT CHARGES, AUG VARIABLE CHARGES
NOV CONTRACT CHARGES, SEP VARIABLE CHARGES
DEC CONTRACT CHARGES, OCT VARIABLE CHARGES
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 ofļ¬ce in your absence. Names not on the service agreement or not provided in writing to our team will not be authorized to enter your ofļ¬ce.
Keys & Security Fobs
Two ofļ¬ce door keys will be provided per ofļ¬ce. You may request additional keys for an additional fee. (Maximum of three keys per ofļ¬ce). Please contact your Center team for details. One Datawatch card is provided per employee upon move-in. Building Management has very strict rules restricting our ability to give Datawatch cards to anyone who is not an occupant of Suite 2000. There is a $25 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 certiļ¬cate Insurance may be required. Please see your Center team for details.
Insurance/Security
Neither Reston Center nor building management carries insurance to cover a tenantās personal belongings or furnishings. Therefore, we encourage tenants to have their own personal property insurance. Within the Suite, security is considered everyoneās responsibility. For your protection, please follow these guidelines:
Lock your door when leaving your ofļ¬ce or secure your valuables in your desk or ļ¬ling cabinet. Please notify Management immediately if you notice any suspicious activity on the ļ¬oor or on the building premises.
Smoking
Smoking is not permitted in any of our Ofļ¬ce 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 Ofļ¬ces recognizes the following standard, government holidays (subject to change):
ā¢ Thanksgiving and the day after
ā¢ Martin Luther King Day
ā¢ Presidentās day
ā¢ Christmas ā Week of Christmas ā January 2nd
ā¢ Memorial Day
ā¢ Independence Day
ā¢ Labor Day
ā¢ Columbus Day
While MO will be closed on these days; access to the building and suite is available using your security card and ofļ¬ce key Buildings may operate on their own holiday schedule; we will notify you of any building closures.
Inclement Weather
Our corporate ofļ¬cers will make the decision to close the center due to poor weather (i.e. snow/sleet). The decision is based closely on the Local Governmentās actions during such weather. Every effort will be made to notify our clientele should it be determined to close the ofļ¬ce due to dangerous travel conditions. It should be noted that not every ofļ¬ce experiences the same weather conditions as the next, due to the wide area, our location closings may vary; some ofļ¬ces may be closed while others remain open. We will send out an email notiļ¬cation of any ofļ¬ce closings due to inclement weather or emergency closures.
Our Team
Please keep in mind that the team within the Ofļ¬ce Center is employed by Metro Ofļ¬ces, therefore we request any issues relating to our employees be addressed directly to the Center Manager.
Oļ¬ce / Furniture Requests
Many times, after clients have moved into their ofļ¬ce, they ļ¬nd 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 fulļ¬lled. Painting of ofļ¬ces takes place before a client takes possession of the ofļ¬ce. 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 (12 and under) 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 ofļ¬ces have Executive CafĆ©s and Business Lounges that offer comfortable workspaces, communal tables for lunch, lounge space, delicious coffee, and specialty drinks from a local vendor, ļ¬ltered water, complimentary, shared refrigerators, silverware, dishes, coffee mugs and water glasses. Please feel welcome to use the microwave; however, we do request that no āaromaticā foods be warmed out of respect to your neighbors.
Moving Out
Keys
Please return all keys and security cards to the Center Manager on your ļ¬nal day in the ofļ¬ce.
Phone
Telephone answering service will terminate on your ļ¬nal day in the office unless you choose to maintain a virtual service agreement. The Center Manager can assist with your outgoing voicemail greeting that will announce your new contact information for 30 days post-move. Ensure the Center Manager has the necessary password to record this greeting. Should you require telephone forwarding services, these will be available at the published rates.
The U.S. Postal Service does not forward mail upon your departure. It is crucial to update your contacts with your new address promptly. Per our Agreement, Clients may not request a change of address through USPS. To assist in a seamless transition, our center team will forward any mail to your new address 30 days after your departure.
Elevators
Contact your Center team in advance to arrange access to the freight elevators for your move, which should be scheduled during non-peak hours. A certiļ¬cate of insurance may be required; please consult your Center Manager for more details.
Refund
In accordance with your Agreement, your refund will be processed approximately 60 days after the termination of the Agreement. It is important to provide a forwarding address to facilitate the refund of your security deposit. Please note that costs for painting and cleaning will be deducted from your deposit at rates listed in the Service Pricing Menu.