Gulf Marketing Group

Loss Prevention Policies and Procedures

Location Opening and Closing policy

Date Issued: 05.12.2017
Issued No: 013
Document Ref. No: RM/13

Author: Ross Byres LP Project Manager

Owner: Ray Masouleh LP Director
Sponsor: Mohammed A Baker Deputy Chairman and CEO

This Policy and Procedure applies to:

All employees of Gulf Marketing Group

Revision History

Issue 1
Issue 2
Issue 3

Copyright Gulf Marketing Group 2014

The information in this document is proprietary to Gulf Marketing Group and had been provided on the basis that, unless otherwise agreed in
writing with Gulf Marketing Group, it shall not be copied or transmitted in any form to a third party.

As the information in this document is under continual development, users must ensure they have the most up to date version, available from
the Gulf Marketing Group HR Department. Unless otherwise indicated, this document is deemed to be uncontrolled and only valid on the date
printed.

Gulf Marketing Group © Issue: 05.12.2017 Page 1

Table of Contents
Page
1. Purpose 3
2. Scope 3
3. Superseding Provision 3
4. Introduction 3
4.1. Location Opening 3
4.1.1. External 3
4.1.2. Internal 4
4.2. Location Closing 4
4.3. Complaints 5
5. Arrangements 5
5.1. Opening Procedure 5
5.1.1. Shop Main Floor 6
5.1.2. Back Office/Offices 6
5.1.3. Stock Rooms 7
5.1.4. Fitting Rooms 7
5.1.5. Toilets 7
5.1.6. Fire Exits/ Rear Access Door 7
5.1.7. Cash/Asset from Safe 7
5.2. Closing Procedure 7
5.3. Actions On 8
5.3.1. Signs of Break In 8
5.3.2. Signs of Maintenance Issues 9
5.3.3. Unauthorized Persons inside Premises 9
5.3.4. Location Managers 9
5.3.5. Loss Prevention Operations Team 10
6. Responsibilities 10
6.1. Loss Prevention Department 10
6.2. Location Managers 10
6.3. Employees 11
7. References 11
8. Authorization 11
(Annex A) Location Opening and Closing Check list 12
(Annex B) Incident Report Form 13

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1. Purpose

Gulf Marketing Group Loss Prevention Department is committed to creating, maintaining, and
continuously improving a culture that reflects a responsibility to protect people, property, profit and
Brand. This will be achieved through the development of robust policies and procedures.

2. Scope
This section is applicable to all GMG entities currently in operation throughout the GCC.

3. Superseding Provision

This Policy supersedes all previous policies related to the Loss Prevention topics and remains valid until
such a time that it is reviewed and updated in accordance with the guidelines set out in the GMG Loss
Prevention policy.

4. Introduction

Location opening and closing processes are one of the most critical functions for any business; as
locations are at their most vulnerable due to the number of employees working at these times. By
setting clear procedures we will reduce the risk to both employees and Gulf Marketing Group assets set
through guidelines.

4.1. Location Opening

4.1.1. Prior to Entry

Location Managers must ensure that the employees who have been tasked to open the facility arrive in
sufficient time prior to the stated locations opening for Trade/ Operation time.

A minimum of two employees must be present when opening a Gulf Marketing Group location, of which
one must be of managerial/supervisory level.

All location keys are to be handled only by pre-approved person(s), as per the key authorization list and
policy.

If there are any signs of tampering at the main entry door, shutter doors or emergency fire doors,
employees are to remain outside and call the Loss Prevention Department and Local Authorities.

Once the employees have entered the location they are to lock the door behind them and allow only
access to employees arriving for duty (where applicable).

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 4.1.2. After Entry

• Upon entry to the facility the employees are to disable the Intruder Alarm (where
applicable).

• The Location Manager is to ensure that the Intruder Alarm passcode is only known by
employees who have been authorized to open the facility

• All facility lights are to be turned on and checked to ensure that they are functional

• Employees are to walk around the location looking at key areas within the facility for any
signs of foul play or potential intrusion, such as damaged or open doors, large amount of
items missing, safe broken into or damaged and signs of vandalism or broken windows

• Employees are to look throughout the store for any risks that may cause harm or hinder the
daily operation of the facility

• Managers are to ensure that the cleaners are not left unattended within key areas of the
facility, and if they require to leave the premises for disposal of rubbish, they are searched
in accordance with the Loss Prevention Search Policy

4.2. Location Closing

• Employees must conduct a check to establish all customers/contractors/visitors have vacated

the premise. Special attention is to be given when checking toilets and fitting rooms (if
applicable)

• All doors must be checked to ensure they are correctly shut or (where applicable locked)
ensuring that all keys are then carried/kept with the authorized person(s)

• Cash is to be counted and placed into the facility safe. No cash is to remain in the POS tills unless
authorized to do so by the Loss Prevention Department. All till drawers are to remain open once
empty. Employees are to ensure that the location safe is locked

• A minimum of 2 employees are to be present when closing the location, one of which may be
the location Security Guard

• All rubbish must be removed from the premise before the location is closed, ensuring that all
rubbish is checked in accordance to the Search Policy

• All lights, air conditioning, computers music system and all other electrical appliances must be
turned off before employees exit the premises (Unless instructed otherwise)

• The CCTV system is to be checked to ensure it is on and recording before exiting the location
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 • All electrical items which are held in the pantries or other areas are to be switched off and
unplugged (where possible)

• All combustible materials are to be stored away from location perimeter walls (where
applicable)

• Security Intruder Alarms (Where applicable) are to be activated before vacating the premises

• The employees of who have the location keys are to exit the location and lock the doors
ensuring that two employees are present when locking the door and closing the shutter door
(where applicable)

• Employees are to ensure that they conduct a physical check on the main entrance and exits to
ensure they are securely locked

4.3. Complaints

Any concerns or complaints should, be addressed to the Loss Prevention Operations Team.

5. Safety and Security Arrangements

5.1. Opening Procedure

Persons who have been tasked to open a GMG facility are to ensure that they arrive with sufficient time
to complete a full security and safety check of the premises.

Locations Managers are to ensure that at least one member of the location opening team is a Manager
or Supervisor. The person(s) who are opening the GMG facility must be preauthorized persons who have
been selected by the Brand Operations Managers.

Upon arrival at the location, the employees are to conduct a visual observation of the main door and
shutter (where applicable) looking for any signs of damage or forced entry.

Employees before unlocking the doors are to look inside the facility (where possible) to ensure that
there are no person(s) within the facility. The employees are to also check that the stock is on the
displays and there is no danger to employees from faulty display units.

Once the door is unlocked, one employee is to enter the facility and disarm the intruder alarm (where
applicable) and turn on all facility lighting, the other employee is to remain at the front of the location.

The employees of which have been tasked to open the location are to ensure they follow the Location
Opening and Closing Checklist (see annex A)

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The employee that has entered the facility is to conduct a brief search of the following areas to ensure
no persons or hazards are present within the facility:
• Fitting rooms • Back office • Access to Roof
• Building main offices • Lift and Escalators • oBasement
Parking Areas
• DB rooms • Toilets • Stockroom(s)
• Safe • Back entrances • Shop Floor
• Fire exits • Canteen • Manager’s office

Once the employee has conducted a complete patrol of the internal area of the GMG facility he/she is to
go to the front door and inform the second employee that the facility is clear. The employees are then
to enter the premise ensuring they lock the main door once inside.

Both employees are to then conduct a thorough check of the GMG premise taking particular attention
to the following;

5.1.1. Shop/Main Floor

• Check for any hazards that may cause injury to employees and customers

• Check all celling fixtures, lighting and shelves are not damaged or may potentially cause harm to
employees or customers.

5.1.2. Back Office/Offices

• Ensure that the door has not been forcefully opened

• Check the safe is not damaged or tampered and that the safe is locked

• Check all CCTV equipment has not been tampered with

5.1.3. Stock Rooms

• Physically check all racking front, back, underneath for any signs of hidden stock packaging or
security tags.

5.1.4. Fitting rooms

• Ensure that the fitting rooms are clean and tidy and clear of any hazards

• Ensure that behind the mirrors are checked for any loose security tags, price tags or empty
packaging (refer to Fitting Room Policy)

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 5.1.5. Toilets (where applicable)

• Ensure there are no potential hazards to employees/customers

5.1.6. Fire Exits/Back Access Doors

• Look for any potential forced entry, taking particular attention to the door frames for any
potential damages

• Ensure doors are secured and locked where required

• Ensure that the intruder alarms are operational (where applicable)

• The main door is to remain locked and secured until such time as is required to be opened for
employees arriving for shift.

5.1.7 Cash/Assets from Safe

• All float cash which is required to be placed within the till points is to be kept within the safe
until such a time it is required for store opening.

• The employees are to ensure that the safe is kept locked at all times.

5.2. Closing Procedure

Employees must ensure that prior to the store closure they inform all customers and visitors who are
present that the location will be closing.

Once all customers and visitors have vacated the premise, the employees are to conduct a search of the
premise to ensure all areas are clear of unauthorized persons, paying particular attention to the below
areas;

• Toilets (where applicable)

• Back Office
• Main Floor
• Stock Rooms
• Fitting Room (where applicable)
• Lifts

Once this is complete, the main door is to be locked and secured to ensure no one can enter the
premises.

The security guard/employee(s) are to ensure that all fire doors/back entrances are locked and secured.

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The Location Manager is to then close down the till points (where applicable) and all cash is to be placed
into the location safe. A full count of cash is to be done in accordance to Cash Handling Policy.

All rubbish which is to be removed from the premises must be checked before leaving the premises as
per the Loss Prevention Search Policy.

Upon the completion of the checks to ensure the GMG premise is secure, a Location Opening and
Closing Checklist is to be completed (See Annex A)

5.3. Actions to be taken when

5.3.1. Signs of Break In

Upon arrival at the location if the employees notice any signs of forced entry, or that the Location looks
like it may have been broken into, the employees are to call the Loss Prevention Department as per the
Escalation of Incident Policy, with the following information;

• Who - Is reporting the incident

• What - Has happened (brief description of the incident)
• Where - Location of where the incident happened
• When - Time and date of when the incident happened

As soon as Loss Prevention Operations Team is informed, they will give clear guidelines as to the
procedure, which may involve informing the Local Authorities with the above information.

The employees are to remain a safe distance from the location and liaise with the Local Authorities.

All information is to be logged on an Incident Report form (See Annex B) and sent to the Loss Prevention
Department.

The Loss Prevention Operations Team will inform all relevant parties as per the Escalation of Incident
Policy.

5.3.2. Signs of Maintenance Issues

If upon opening the location the employees identifies:

• Water leaks
• Structural damage (Not break in)
• Lighting Issues

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 • Air Conditioning Failure
• IT Equipment Failure
• Display damages (Beyond quick fix)

The employees must ensure that they escalate the maintenance request in accordance to the Facility
Management Standard Operating Procedure. In case of an emergency inform the mall management, if
located within the Mall.

The employees are to inform the Loss Prevention Operations Team/Location Managers (if not present)
and the Brand Operation Manager. An incident report form is to be completed. (See Annex B)

5.3.3. Unauthorized Person(s) Inside Location

If upon conducting the security patrol the employees identify a person that is unauthorized to be within
the location, they are to vacate the premises and inform the loss Prevention Operations Team
immediately in accordance with (reference 5.3.1.)

As soon as Loss Prevention Operations Team is informed, they will give clear guidelines as to the
procedure which may involve informing the Local Authorities with the above information.

At no time are any employees to challenge any intruder, and they are to go to a safe location.

5.3.4. Location Managers (Emergency Situation)

The location manager is to inform their line manager ensuring that all information passed is accurate
and in-line with the incident in hand.

Liaise with local authorities (if advised by the Loss Prevention Department) ensuring all information of
actions taken are logged and where necessary inform all relevant parties as to status of the situation.

5.3.5. Loss Prevention Operations Team (Emergency Situation)

The Loss Prevention Operations Team shall upon receiving information of the incident visit the location
(if possible).

Upon arriving at the location they are to conduct an interview with the person(s) who were responsible
for opening the location.

Once the investigation interview has been conducted they must escalate the incident in accordance to
the Loss Prevention Escalation of Incident Policy.

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If the Loss Prevention Operations Team is unable to attend the location, they are to advise the Location
Manager on the next steps.

6. Responsibilities and Authorities

The overall responsibility for the implementation of this policy is with the GMG Chief Executive Officer.

The overall responsibility for the day to day implementation and adherence to this policy is with the
Location Manager supported by the Loss Prevention Department and GMG Employees

6.1. GMG Loss Prevention Department

Shall be responsible for the following:

• Carrying out inspections and observations to ensure that this policy is being adhered to at all
times
• Develop and conduct training workshops for Location Opening and Closing in line with GMG
policy
• Investigate any failure or negligence in compliance to this policy
• React to any suspicious misconduct or emergency situation reported

6.2. Location Managers

All location managers ensure the following:

• That all GMG policies and procedures are adhered to
• All members of staff within their area of responsibility, understands and exercises the physical
and asset security when opening and closing locations
• The security guard is conducting his/her duties to the highest standard by following all policies
and procedures when conducting day to day duties
• Supervise staff when opening or closing GMG facilities (where applicable)

6.3. Employees

All employees are responsible for the following:

• Conduct Location Opening and Closing as per the policy when required.
• Comply with the Opening and Closing policy
• Work with due regard to the security of themselves and others, including all employees, visitors
and members of the public
• Ensure that the security of all Gulf Marketing Group assets is considered throughout and that
appropriate measures are in place to prevent its loss or damage
• Ensure that the area in which they work is secure at all times

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 • Report any suspicious activity to the Location Manager or Loss Prevention Department
• Comply with the Gulf Marketing Group Loss Prevention policies

7.

References
Escalation of Incidents Policy (EOI)
(Annex A)Location Opening Checklist
(Annex B) Incident Report Form

8.
Authorized by stakeholders (all pages should be initialed by all stakeholders)

Name Date Signature

Process Owner

Group Audit Director

Chief Peoples Officer

Chief Finance Officer

Chief Operations Officer

Deputy Chairman and CEO

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 (Annex A) Location Opening and Closing Checklist
The employees who has been designated and authorized to Open and Close the location are to ensure that the Location Opening/Closing
Checklist is completed, signed and placed into the One File for future reference.

Name ……………………………………………………………… Designation ………………………………………………………………

Date………………………………………………………………... E-code……………………………………………………………………….

Location ………………………………………………………….

Area Clear From Hazards Area Clear From Hazards

Areas checked Or Damage Or Damage Remarks/Actions
# Remarks/Actions
(where Applicable) Store Opening Store Closing
Yes No Yes No
1 Shutter Door(s)
2 Main/ Front Door(s)
3 Back Door/Fire Exit(s)
4 Celling Fixtures
5 Shop/Main Floor
5 Back Office
6 Location Safe(s)
7 Managers Office
8 Building Main Offices
9 Toilets
10 Stockrooms
11 Fitting Rooms
12 Canteen
13 External Perimeter

Signature …………………………………………..