Full-Service Real Estate Company with 11M sq ft of Class A Commercial Real Estate Property – Tenant Manual
The Challenge
A full-service, Real Estate Company with 11 million square feet of office space and 800 building staff employees was planning to double in size but did not have a standardized Tenant Manual for the existing portfolio or the new acquisitions.
The Client asked Teel StratVisor Group (StratVisor) to develop a standardized Tenant Manual for the existing portfolio that would also be used for new acquisitions.
What We Did
Prior to the start of the project, Teel StratVisor Group completed an Operational Excellence Strategy for the Client. This Strategy was the company’s guide to develop a “Culture of Excellence.” Based upon feedback from the Operational Excellence Strategy, a standardized Tenant Manual was identified as a top priority.
Our first step was to develop a Master Template that would be used portfolio-wide. The template included the standard format and content that was to be included for each property that could be customized for each property based on actual building processes, amenities and the Manager’s preference. Once the Master Template was completed, the StratVisor team developed a process for completing each property’s manual, using the first manual to refine the process.
The team reviewed the property’s current tenant manual and mapped it against the Master template. The Property Manager was contacted to recommend what existing information could be used and what content needed to be developed. A comprehensive request for documentation was then developed and submitted to the Property Manager. The team then transferred the usable information from the current tenant manual into the new template and began the process of developing new content.
Due to the amount of detailed information in each manual, it was determined that it would be easiest to complete and review one half of the manual at a time. StratVisor completed a draft of the first half of the manual and met with the Property Manager to review the content for accuracy. Content was revised as necessary and the first half of the manual was submitted to the Property Manager for final approval. The same process occurred for the second half of the manual.
The Standard Tenant Manual included the following sections:
- Hours of Operation
- Building Services
- Tenant Requirements
- Security
- Rules and Regulations
- Building Amenities
- Local Area Information
- Tenant Forms
Once the final manual was approved, StratVisor published a Master Copy for the Client and developed a process for revising and updating the manual. The process included source files and detailed instructions to the Client to enable them to update and publish future copies internally.
The Result
As a result of working with Teel StratVisor Group, the Client received the following:
- Master Template for Tenant Manuals that can be customized for each property
- Customized Tenant Manuals for five individual properties
- Manual revision process which includes source documents and instructions for publishing
Timing: 16 weeks per property/manual
