SUBJECT: Authorization Signature Page

THESE POST ORDERS ARE THE EXCLUSIVE PROPERTY OF PINNACLE

CENTRE/BAY STREET MANAGEMENT INC. AND CANNOT BE
REPRODUCED IN ANY FORM.

CONDOMINIUM CONCIERGE POST ORDERS

FOR: THE RESIDENTS OF PINNACLE CENTRE

LOCATED AT: 16 YONGE STREET, TORONTO, ONTARIO, M5E 2A1

PREPARED BY:

_________________________________ ______________________________
NAME: RICHARD SINGH DATE
TITLE: CONCIERGE SUPERVISOR

APPROVED BY:

___________________________ ______________________________
NAME: ELENA PLESA DATE
TITLE: PROPERTY MANAGER
SUBJECT: Concierge Signature Page

I HAVE READ AND UNDERSTOOD THE WRITTEN INSTRUCTIONS

PERTAINING TO THIS SITE.

NAME SIGNATURE DATE

SUBJECT: Condominium Information – Concierge Service

1. Effective March 20, 2006, the following orders shall govern the operations of
the Pinnacle Centre detail assigned to: THE RESIDENTS OF PINNACLE
CENTRE.

Hereinafter called “THE CLIENT”, located at: 16 YONGE STREET.

2. Concierge service shall be furnished as scheduled. Duties performed shall be
subject to inspection and coordination by Bay St. Management Inc. and
Supervisors.
3. Objective of this Concierge directive is the protection of property and the
residents of PINNACLE CENTRE. This is to be accomplished with a
MAXIMUM OF COURTESY. Should they feel that the actions, conduct
and/or language of any person or persons contacted are unacceptable, they
should submit a complete report to Management Office.
4. No Person shall leave a concierge post until properly relieved, except when
the schedule calls for such action. When a relief is scheduled and the normal
tour of duty has been completed, the Pinnacle Centre employee on duty will
continue to staff the post until proper relief has been secured.
5. These orders are intended to cover as many conditions as possible. Situations
will arise which are not covered. In such cases, instructions should be sought
from the Property Manager or Concierge Supervisor.
6. Property Manager is ELENA PLESA and the Condominium
Administrator is CHARLENE GALLO. The Management Office number
is (416)601-1600.
7. Log entries shall constitute a diary of the Concierge Desk detail activity.
Entries will be made regarding each unusual incident. This log will be kept at
the Concierge Post and shall be available to PROPERTY MANAGEMENT or
designated individuals. The names and titles of these persons are to be
provided to Concierge by Property Management – in writing.
SUBJECT: Condominium Information – Site Description

SITE DESCRIPTION

 THE RESIDENCE OF PINNACLE CENTRE consists of 40 stories, with 508

luxury condominium units located at 16 Yonge Street. Retail units will be located
on ground level of building.
 The property features complete recreational facilities including: Pool, Exercise
Room, Business Centre, Theatre, Party Room, etc.
 To gain access to the property, visitors and residents will pass the Concierge
Desk, which is controlled by Bay Street Management Inc. The Property is
protected by the following electronic controls.
 There are cameras strategically located throughout the property. The Concierge at
the Concierge Desk monitors the concierge system.
 There is an enterphone system, for visitors to be given access to the building and
to be announced by the Concierge.
 There are 5 parking levels for resident owners, and visitor and public parking is
located on levels P1 and P2. The parking entrance is accessible via Yonge Street
and/or Harbour Street. All visitors are required to pay for their parking.

PROPERTY MANAGEMENT COMPANY:

Bay Street Management Inc.

PROPERTY MANAGER:

Elena Plesa Office: (416)601-1600

CONDOMINIUM ADMINISTRATOR:

Charlene Gallo Office (416)601-1600

MANAGEMENT OFFICE HOURS:

Monday to Friday 9:00 a.m. to 4:00 p.m.

SUPERINTENDENT OFFICE HOURS:

George Corcoz Monday to Friday 7:00 a.m. to 4:00 p.m.

Wence Monday to Friday 4:00 p.m. to 8:00 p.m.

Superintendents will also be available on site Saturdays from 8:00 a.m. to 12:00 p.m.
SUBJECT: CONDOMINIUM INFORMATION – EMERGENCY PHONE
NUMBERS FOR 16 YONGE STREET

PURPOSE OF THIS GUIDE

The purpose of this guide is to assist in clarifying the duties and responsibilities of the
Concierge. It is also intended as a guide to help you in the satisfactory performance of
your employment and should be referred to at all times.

CONCIERGE WORK SCHEDULES

Day Shift Monday to Friday 0700 to 1500

Afternoon Shift Monday to Friday 1500 to 2300

Midnight Shift Monday to Friday 2300 to 0700

Weekends 1100 to 2300

2300 to 1100
SHIFT CHANGE

 When relieving the on-duty Concierge, one should arrive for duty at least 10
minutes prior to the beginning of the shift. This will allow for a proper turn over
period and the exchange of any pertinent information required for the shift.
 Verbally review the previous shift, check the outgoing logbook and review the
Post Orders. Ensure that all necessary information is passed on to each Concierge
on-duty to ensure continuity of instructions.

DAILY REPORTING SYSTEM

All Concierge should give reports to Management Office every morning. This report can
be left at the Concierge Desk if they are not in the office. The report shall consist of but
not be limited to:

A brief report on the current status of the location, i.e.:

 Number of fire alarms, performance of staff during your shift
 Concierge (name) could use some more training on a system or procedure, patrol,
fire panel, computer
 Resident was asking about _____________________
 Resident has expressed some concerns regarding _____________________.
This report is to be used, in addition to the normal reporting of any deficiencies that
occur, during the course of your allotted shift

SUMMARY OF DUTIES

 Handling resident complaints

 Review, record and file all Incident Reports
 Review all Concierge reports
 Review of surveillance tapes as requested
 Train new on-site personnel
 Regular inspection of all equipment to ensure it is functional
 Resolve concerns and issues of site management office
 Semi-annual review of Post Orders with Management Office
 Check moving elevators
 Answer telephones
 Access controls – monitor alarms
 Help out contractors
 Management office requests
 Keeping the concierge desk clean and tidy
 Guest Suite Check in/out when needed (Pre-room inspection)
 Tagging cars parked in fire route (warning tickets)
 Monitor cameras, fire panels
 Party room check in/out (Inspections)
 Mail delivery to residents before 2100 hours
 Delivery of newspapers to lounge area
 Inspection of all elevators at 16 Yonge Street
 Management mass deliveries

ETIQUTTE & DECORUM FOR CONCIERGE:

 Report for duty in a clean, neat and tidy manner, with complete uniform and dress
shoes. Uniforms should be left on site.
 The relieving Concierge will arrive for duty allowing fifteen minutes for passage
of information from Concierge on duty and to ensure he can leave on time.
 When addressing any person, please stand, be formal and polite. Do not address
anyone by their first name unless given prior permission.
 When answering the telephone, please respond:

“Good Morning/Afternoon/Evening (according to the time of day), Pinnacle

Centre Concierge, (name of the person speaking), May I help you?”
 If the telephone rings when addressing someone else, ask to be excused and
answer the telephone. If not an emergency, ask “Would you please hold?” …
return to the conversation and endeavour to end it quickly. Apologize to the
holding caller.
  Do not make long distance calls other than for emergency. Local personal calls
should be short and only out of necessity.
 Concierge should remain at their post unless specifically required elsewhere,
always being aware that security of the building is the first responsibility.
 Concierge will not disclose any private information concerning residents.
 Concierge will not disclose the name, suite number or telephone number of any
resident without permission of such resident.
 Concierge will not disclose any information to the media.
 All occurrences to be entered on the sheet provided and a separate and detailed
account in writing to be submitted to the Management Office of all incidents and
accidents. References to any person on the occurrence sheet shall be made in a
manner sufficient to identify that person.
 The master key is to be used for emergencies only. It may be used in certain other
circumstances where serious hardship will be caused to the resident by its non-
use, i.e. Medical emergency, fire, flood. It may not be used merely to let residents
who have lost or forgotten their keys.

a) On no account will the Concierge let the master key out of his possession.
b) Concierge must not enter a suite alone except in an emergency.

 When on duty or on the premises, the Concierge will refrain from consuming
alcohol, and shall not whistle, sing or play any musical instruments including
radios and T.V.
 The Concierge shall be familiar with the Fire Safety Plan and any other
information about the building so as to be able to assist residents and visitors.
 The Concierge’s control area is a work area. It must be kept neat and clean at all
times. All unofficial papers will be out of sight.
 The Concierge will ensure all reports are complete and up-to-date prior to being
relieved of his/her tour of duty.
 The Concierge will ensure that he/she is familiar with the details of the Rules and
Regulations of the Corporation.
 If emergency services respond to the building (police,fire,ambulance), the
Concierge will assist if requested and will make a report in the Concierge log
indicating which Suite the emergency personnel attended, the time they arrived on
site, the time they departed from the site and, in the event of police, the badge
number and division of the senior officer.

Further, if emergency services respond to the building, and were not called by the
Concierge or Management, then the Concierge shall make an effort to determine
and record the circumstances surrounding the response.

Always log the most complete report possible with regard to emergency services
responding to our building.

GENERAL
Be an asset to the building. Assist residents where possible. Your primary obligation is
loyalty to your employer and the protection of the building interests.

 The Concierge is responsible for controlling all vehicles and pedestrian traffic
entering the property.

 All residents are issued a FOB remote which allows them entry to the property.
Visitors must use the Enterphone located at 16 Yonge Street main lobby to gain
access to the building.

 CONCIERGE IS NOT TO ALLOW ANYONE ACCESS UNLESS

AUTHORIZED BY A RESIDENT OR THE MANAGEMENT OFFICE.
It is imperative that the Concierge Officer monitors the lobby doors to ENSURE
THAT NO UNAUTHORIZED PERSONS HAVE FOLLOWED A
RESIDENT into the building. If in doubt, the Concierge must always
CHALLENGE the person(s) in a polite and professional manner.
 The Concierge is to monitor the fire routes at all times, any vehicle attempting to
park in the fire routes should be informed that parking in that vicinity is
prohibited.
 The elevator service must be put on or taken off service as required by bookings.
 No calls are to be made to residents after 2300 hours, except for emergency
purposes and visitor access.
 NEVER BE ARGUMENTATIVE. If there is a problem, concentrate on
resolving the problem rather than trying to prove that you are right. Ask them if
they would like to speak to your supervisor.
 Residents should be treated with politeness, firm when necessary, but at all times
with due respect for their privacy.
 Never discuss one resident’s affairs with another resident.
 Use common sense and try to reason with residents before taking any other
approach.
 If a resident reports an item for repair in a suite, or in the building, have them
complete a maintenance request form and report it to the Manager as soon as
possible.
 The Concierge work area and lobby area must be kept neat and tidy at all times.
This includes emptying the garbage receptacles as required. No unauthorized
reading material is allowed.
 Maintain and keep up-to-date records and report day-to-day operations as directed
by the Supervisor.
 Always refer to persons residing in the building as Residents, NOT Tenants.
 Do not participate in any lengthy social conversations with any resident of the
condominium. Keep discussions short and as professional as possible. In a very
polite manner, firmly indicate that you must proceed with other duties.
 All monetary transactions must have a receipt issued and be reported in daily
report.
As one of the first people visitors will meet, it is important that you maintain a positive
co-operative manner. Listen carefully; confirm the information by repeating it back to the
visitor to ensure accuracy.

Always complete paperwork as it occurs. You do not know what will happen later that
may not allow you to complete it then. One guard must be on duty at Concierge Desk
at all times.

ATTITUDE

 Complete interest in the protection of the Residents property is MANDATORY

for the most efficient performance of any Concierge. Successful Concierges are
those who are completely RELIABLE, and CONSISTENTLY perform his/her
duties to the best of his/her ability. The Concierge consistently follows all
instructions, and is always seeking means to IMPROVE the protection, that Bay
Street Management Inc. provides to its residents.
 A polite and courteous ATTITUDE MUST be adapted to all people at ALL
times. Special attention MUST be given to residents and their guests, impressions
are based upon by the manner in which a Concierge performs.
 Dealing with people is the MOST important and demanding part of providing a
concierge service.

LETTERS & PACKAGES FOR RESIDENTS

All goods sent to the Concierge should be received, checked and signed for by the
Concierge. All delivery slips must be forwarded to the appropriate party promptly.

When an item arrives for a resident, ensure that a parcel waiver receipt is put in their mail
box to notify them. The item should be numbered and logged as such, in parcel log book,
to make it simpler to locate.

If items arrive that have a very short shelf life, such as flowers or food, try to call
residents also to inform them of their package.

RESIDENT RELATIONS

It is of the utmost importance to consider a resident as a customer at all times. While the
old adage “the customer is always right” is not necessarily true, it is certainly a good
assumption from which to start. Residents are people with needs much like your own.
Mostly their requests are reasonable, although from time to time you may very well find
an unreasonable resident in your building.

It is particularly important to always maintain your composure with the latter category, as
more often than not, your good example will ultimately make them come around.
If there is a problem, concentrate on resolving the problem rather than trying to prove that
you are right. It is not a good policy to fraternize with the residents. Familiarity breeds
contempt and will undermine your authority in the building. Residents should be treated
with politeness, firm when necessary, but all times with due respect for their privacy.

Never discuss one resident’s affairs with another resident and you will probably be
rewarded with equal respect for your own privacy. The relative ease of success with
which you, as Concierge, can carry out your functions and duties will directly depend
upon your ability to communicate with your residents. To summarize, use common sense
and try to reason with residents before taking any other approach.

RESIDENTS’ REQUESTS

When you are informed by a resident of a need to affect a repair or service that is the
condominium’s responsibility, make sure you record such request and report to the
building operator as soon as possible.
Most resident problems come about because of the resident having been promised
something several times over and someone’s failure to keep the promise. The sooner the
resident is satisfied, the more respect he will have for your efficiency. Do Not
Procrastinate. You will save yourself much time and unnecessary aggravation if you
look after the small problems right away and do not let them grow into big ones.

It is also a known fact that residents who have reported problems and deficiencies to no
avail will inevitably keep adding problems, either real or imagined, until the matter has
grown out of proportion in their own mind. Your chances of satisfying this resident at this
stage will be very slim indeed and it is obvious that a dissatisfied, unhappy resident can
and will complicate your life immensely. By prompt attendance to the resident’s request
you will, in fact, lessen your work load and probably will be happier with your job. DO
NOT PUT IT OFF – DO IT NOW!

EMERGENCIES

FOLLOWING ANY EMERGENCY THE CONCIERGE IS REQUIRED TO

COMPLETE AN OCCURRENCE REPORT OBTAINING THE WHO, WHAT,
WHEN, WHERE, AND WHY?

During normal business hours the on site staff should be dispatched to respond to the
emergency.

A list of emergency telephone numbers is kept by the Concierge in order that the
appropriate service may be reached with a minimum of delay. The numbers should
include fire department, police, elevator company, service companies, Superintendent,
Property Manager, etc. Obtain from the Property Manager further directions to follow in
the event that they are unavailable at the time of emergency. Read and know the
procedures in the Fire Safety Plan. A copy of the Fire Safety Plan is kept at the Concierge
Desk. The following are suggested procedures for some types of emergencies:
Bomb Threat

Upon receiving a bomb threat, the Concierge receiving the call shall complete the Bomb
Threat Telephone Report and then immediately contact the following people in the
following order:

Call 911, and then call the Management Team to report the threat.

Elevator

 Locate cab.
 If a person is trapped in the elevator, use the telephone in the elevator telephone
cabinet located in the CACF room across from Concierge Desk, in order to
communicate with the trapped person.
 Talk to the person so they do not panic. If possible, have someone continue
talking with them while you alert the necessary party.
 Call elevator company and advise them that someone is trapped. Do not call the
Fire Department at this time.
 Do not attempt to remove anyone from the cab.
 If one of the elevators is malfunctioning, try to bring the elevator to the ground
floor and take it out of service.
 Place a notice beside the elevator indicating that it s out of service. Call the
elevator company and request a technician to come and repair the elevator.

Flood

Upon discovering a flood and determining its nature, the Concierge must contact the
following people and in the following order:

1. George Corcoz Superintendent

2. Wence Assistant Superintendent
2. Elena Plesa Property Manager (416)601-1600

In the event of a flood, it is essential that you know where to access the shut off valves so
that the escape of water may be minimized. The appropriate valve(s) must be turned off
as quickly as possible. All water should be cleaned up quickly. Report the flood to your
Superintendent and Property Manager. The valve chart is located in the Management
Office and the .

Fire Emergency

ONE OF THE MOST IMPORTANT DUTIES YOU WILL PERFORM FOR THE
RESIDENTS IS FIRE PROTECTION.
YOU ARE REQUIRED TO COMPLETE AN OCCURRENCE REPORT OBTAINING,
THE WHO, WHAT, WHEN, WHERE, AND WHY? FOLLOWING ALL
EMERGENCIES.

DISCOVERY OF A FIRE BY A CONCIERGE OFFICER:

In the event that the Fire Alarm System activates, the Concierge is required to
immediately attend to the Alarm Annunciator Panel located in CACF Room. Establish
the type and location of the Alarm. The following people should be contacted in the
following order:
 Dial 911 and provide the following information:
 Your Name and Position
 Address from which you are calling: 16 YONGE STREET
 Advise them that the Fire Alarm in the building has been activated.
Provide them with alarm specifics: e.g. smoke detector activation on the
_____ floor.
 Advise them that you will await their arrival at the lobby entrance to
permit entry.

You must have the following done before Fire Department arrives:
- Open the lobby doors
- Make sure all elevators are on ground floor

Have the following ready for fire department:

- Fire plan
- Service keys
- Updated disabled residents list
- Make sure all fire routes are clear
- Be in place to meet Emergency Response Personnel
- Make announcement to all residents in building

After the Fire Department arrives, make second announcement to building

- Follow the instructions as issued by Fire Inspector

- Ensure the route through lobby is clear for firefighters
- DO NOT ALLOW ANYONE TO ENTER OR EXIT THE
BUILDING DURING THIS TIME

FIRE ALARM SYSTEM ACTIVATION:

1. Check the Alarm Panel to find out where the alarm is coming from
2. Call 911. reporting the following information:
a. Your Name and Position
b. Address from which you are calling: 16 Yonge Street, Toronto, ON
M5E 2E1
 c. Inform the Fire Department that alarm has been activated; providing them
with location of alarm and specifics (i.e. smoke/heat detector)
d. Inform them you will be waiting at Lobby Entrance

Once the Emergency is over and building is declared safe, make the “ALL CLEAR”
announcement.

NOTE: ONCE FIRE DEPARTMENT ARRIVES, ONLY MAKE

ANNOUNCEMENTS INSTRUCTED BY THE FIRE DEPARTMENT. ONLY
FIRE DEPARTMENT CAN SILENCE THE ALARM.

A CONCIERGE MUST NEVER ATTEMPT TO FIGHT A FIRE OR BE A HERO

BEFORE SOUNDING THE ALARM.

False Alarm

 In the event that Alarm is determined to be a False Alarm, make that

announcement to the residents.
 Be sure to contact the proper personnel, in this situation.

Alarm System Test

 When alarms are being tested, make the proper announcement to all residents.
 When testing is complete, make sure residents are informed.
Fire Drill

 Fire drills must be conducted on a monthly basis.

 When you start and finish your fire drills, make sure you make announcements to
all residents.

Evacuations

 Evacuations can only be implemented in an emergency situation by a fire

department officer and/or a police officer.

 Evacuation procedures should be handled as follows:

- Vacate the immediate area affected.
- Prepare for evacuation of two floor areas above and below the floor
that the emergency exists.
- Prepare to evacuate the entire building

Fire protection is one of the most important duties a guard performs for residents.

STAGES OF A FIRE

There are four (4) stages of a fire. These stages are as follows:
Stage 1

Incipient Stage: This is when there is no smoke or flame visible, no heat present, but
there are invisible particles of combustion that are given off.

Stage 2

Smoldering Stage: There are now smoke and products of combustion visible. Flame or
heat still is not present.

Stage 3

Flame Stage: An actual fire now exists. Heat is still not present, but will follow
instantaneously.

Stage 4

Heat Stage: There is now uncontrolled heat and rapidly expanding air (gases) along with
dangerous and destructive combinations.

FIRE ANNOUNCEMENTS

“Attention, attention. This is the CONCIERGE speaking.”

A fire alarm has been activated on the _______ floor. Fire Department has been
dispatched. Please use the stairways to exit the building, do not use elevators.

Status Report

“Attention, attention, this is the CONCIERGE speaking.”

There is a fire emergency on the ________ floor. Fire Department has been dispatched.
Please use the stairways to exit the building, do not use elevators.

“All Clear” Instruction

“Attention, attention. This is the CONCIERGE speaking.”

The emergency has been cleared by the Fire Department. All residents may not return to
your suites.”

System Test

“Attention, attention. This is the CONCIERGE speaking.

The Fire Alarm System is now being tested. There will be alarms sounding for the next
10 minutes. Once tests have been completed, you will be advised.

Fire Drills

“Attention, attention. This is the CONCIERGE speaking.

This is a FIRE DRILL. This is a FIRE DRILL. All residents should evacuate the
building.

Please use all stairways, do not use the elevators. Remain outside the building until you
are advised to return.”

MECHANICAL EMERGENCIES:

There are numerous possible mechanical problems which can be encountered in a large
building. If the Superintendent and the Property Manager are not available in the
building, the Concierge shall use good judgment and common sense in deciding if a
mechanical problem can wait for a while, possibly even until the next day, or if this is an
emergency situation which must be dealt with immediately.

Some examples of mechanical malfunctions which must be addressed forthwith are:

 Boilers for the heating system failing to operate during the heating season
 Boilers for the domestic hot water supply are not operating
 Chiller will not operate during the cooling season
 Major electrical failure
 Floods

The Concierge should act immediately in the event of a flood to determine the cause and
location and take action to arrest the flow of water. The valve chart can be found in
Maintenance Superintendent Office or in Management Office.

If the Property Manager and/or Superintendent are on site, the Concierge will notify
him/them, forthwith in the event of any mechanical problems. If the Property Manager
and Superintendent are NOT in the building, the Concierge will take immediate response
to address the situation himself, if appropriate, and at the earliest possible moment
contact the Property Manager and/or the Superintendent.
For mechanical emergencies, when the Property Manager and Superintendent are NOT
on site, the Concierge should give priority to contacting the Superintendent but should
also relay the information to the Property Manager.

When non-mechanical emergencies arise, always contact the Property Manager.

In the event of electrical failure, you must check all breaker panels to see if you can
remedy the problem. If the entire building experiences an electrical failure, the Concierge
shall determine if other buildings around us are blacked out, in which case the cause of
the failure is beyond our control and we must wait for Toronto Hydro to remedy the
problem. If the failure is only within our building, the Concierge will advise the
Superintendent and Property Manager immediately.

If electrical power fails in the building, the emergency generator will activate and this
will supply power.

The Concierge must never underestimate the importance of responding to mechanical

emergencies in an expeditious manner. If mechanical problems are not properly dealt
with, this can cause substantial grief to the residents and major and unnecessary financial
expenses for the Corporation.

MEDICAL EMERGENCY

In the event that Ambulance Personnel are required, the Concierge is to do the following:

 Dial 911
 A passenger elevator is to be put on independent service (if applicable) and
emergency response personnel are to be escorted to the suite in question by the
Concierge.
 All pertinent information such as the persons’ name, address (if they are not a
resident) phone number, reason for emergency response personnel, etc. is to be
recorded. It is important to log all vehicle numbers and the destination of the
ambulance personnel.

Management is to be advised of all major medical emergencies that occur in the common
areas as soon as possible in the following priority:

1. George Corcoz Superintendent (416)337-2622 pager

2. Elena Plesa Property Manager (416)601-1600
SUBJECT: Condominium Information – Service Contacts for 16 Yonge Street

Service Company Contact Telephone Pager/Mobile

Access Control Completely Wired Juilio 416-771-4323
System
Appliances Appliance 1-888-
(Repair) Canada FRIDGES
Cable TV

Compactor WSG (416)744-9183

Fax 744-0472

Electrical All Tech George (416)490-8809

Gen Fax 490-6951
repairs/services
Electrical Wenlight Wendy (905)619-6632 (416)881-1726
supplies Fax 619-3352
Electrical Speedy Electric 905-264-2344
For warranties on Fax 264-1158
parts
Elevators Thyssen-Krupp Malen (416)291-2000 (416)677-8416
Fax 291-3720
Enterphone Completely Wired Julio 905 891-8945
Nelson Fax 891-5939
Fan Coil

Fire Protection Canada Safety Hussan (416)543-2626

Fax 750-0380
Glass Repairs

Insuite Alarm

Locksmith City Wide Lori (905)264-4401

264-4404 fax
Mechanical

Plumbing LISI Mechanical Bruno (416)674-8333

Warranties/parts Fax 674-5399

SUBJECT: Condominium Information – Handicap/Telecare List

16 Yonge Street

NAME CONDITION SUITE #

Myra McNicoll Wheelchair Bound 1505
Mrs. Pacia Wheelchair Bound 2305
SUBJECT: Condominium Information – Equipment Locations

EQUIPMENT LOCATION
Pressurization Fans
Pump/Wet and Dry system
(sprinkler rooms)
Sump Pumps
Telephone Rooms 2nd Floor
Transformer Room
Water Meters
Water main shut off
Hydro Meters
Main electrical panel
Air Make-up Room
Boiler Room
Cable Room 4TH, then every 3rd floor after that
Chiller Room Roof
Domestic Hot Water
Storage Tank
Electrical Main Disconnect
Electrical Closets
Elevator Room
Emergency Generator
Energy Management Control
Fire Control Panel West side of lobby
Fire Pump/Jockey P1
Fire Safety Plan At front desk & south entrance fire box
Gas Meter Shut Off

MECHANICAL ROOMS

The Concierge should familiarize with the locations of the various mechanical rooms
in our building. These rooms are shown in drawings at back of Fire Safety Plan
manual.

GAS SHUTOFFS

The Main Gas shutoff is located at ….

SPRINKLER AND STANDPIPE SHUTOFFS

The Mechanical Room containing the Sprinkler and Standpipe Shutoffs is located at
…

GARAGE DOOR FAILURE

If any of the garage doors fail to operate, they can be opened by parking attendant or
by the Security Computer.

TRADESPEOPLE

When tradespeople arrive on site to do in-suite work for residents who have ordered
their services, the resident should be called first before tradesperson(s) are sent up to
the suite. If the resident is not home, they should arrange with Concierge permitting
access to their suite.

If tradespeople arrive on site to do work for the Corporation, the Property Manager or
Superintendent must be notified prior to permitting the tradesperson(s) access to any
common elements or mechanical rooms.

All keys loaned to contractors who are on-site must be signed for in Key Log Sheet
with the date and time, and the time entered when the key is returned.

CONTRACTOR ESCORT RESPONSIBILITIES

 When a Contractor Escort is requested, it is the responsibility of the Concierge to

be as professional as he/she would be on any other duty. The responsibilities of
the Concierge assigned to the Contractor Escort are as follows:

 ALWAYS stay in the same room as the contractor.

 NO SITTING. Ensure you are standing close enough to the contractor, but
not too close to be in the way. Keep an eye on what the contractor is doing.
 NEVER USE THE RESIDENT’S WASHROOM(S). If the Concierge or
the Contractor needs to use the washroom, both the Concierge and the
Contractor must leave the suite, ensuring it is locked properly, and use the
washrooms provided.
 DO NOT EVER go through ANY of the resident’s property/belongings, this
includes: Magazines, Papers, Mail, Cupboards, Drawers, etc.
 When the Contractor is finished, ENSURE the suite is locked. ALWAYS
double-check the suite door to be sure it is locked properly.

 The Concierge’s focused task is to ensure the Contractor is doing the work he is
getting paid to do, and nothing else.
 The Concierge should note entry and exit times, and any unusual occurrences or
problems encountered for each suite.
 Treat the resident’s suites with all do care and attention.
 REMEMBER YOU HAVE BEEN ENTRUSTED WITH KEEPING
SOMEONE’S HOME SECURE.

DOOR TO DOOR DELIVERY OF PAMPHLETS, FLYERS AND OTHER

PIECES OF ADVERTISING
This is strictly forbidden. No entry is permitted. Advise distributors to send their
advertising pieces by Canada Post.

REALTORS

No open house signs are permitted within the boundary of the premises. Suite owners
must advise the Management Office that their suite is being offered for sale or lease.

If an owner will be permitting the listing real estate agent to enter their suite during
the Owner’s absence, the Owner must also complete the Authorization for Key Pick
Up form.

VISITORS

This is a private residence and no person other than a resident is to be given

access to the building without permission from a resident or from Management.

If visitors come in to the building accompanied by a resident, the resident may

proceed to his/her suite without the visitor signing in. If a resident advises the
Concierge that certain visitor(s) will be arriving and to just send them up to the suite,
it is not necessary for the Concierge to phone the resident when the visitor(s) arrive,
but they should still sign the Guest Log Book.

All other visitors must be announced to the resident before permitting access. The
visitor is to sign in at the Guest Log and the Concierge will phone the resident,
advising the name of the person seeking the resident’s permission to be allowed in. If
the resident cannot be contacted, the Concierge will politely explain that the resident
is not available and you cannot let the visitor in.
PARKING AND VEHICLE ACCESS

Only passenger vehicles are allowed access to the complex. Anyone attempting to
bring in boats, trailers, etc. should be denied access and a full report should be made
in the Concierge log.

Vehicles are strictly prohibited from parking in Fire Routes at any time. The
Concierge should attempt to locate the owner of the vehicle and request them to
remove it forthwith. One of our in-house “Parking Violation” tags should be placed
on the vehicle and if it is not moved within half hour, call parking control to ticket the
vehicle. And if it is not moved within a further hour, have it towed.

We are reluctant to ticket or two vehicles which may have inadvertently parked in the
wrong spot. So, we normally should suggest to the resident who has their parking spot
occupied that we would like to issue one of our “Parking Violation” slips to the
vehicle, and in the meantime try and offer to find the resident another spot to use
temporarily. If the offending vehicle is not moved by the next day, then the resident
whom the parking spot belongs, may request further action.
It should be realized that sometimes people park by honest mistake on the wrong
parking level. Many parking violations are simply accidental, so it is best to try to
resolve these situations diplomatically where possible.

NOISE LEVELS

After the Concierge has telephoned the offending unit and politely requested the noise
level to be reduced, if a second complaint is received, the Concierge shall attend at
the offending Suite and politely request that the noise level be lowered.

Do not inform the offending unit who the complainant is in order to avoid
unnecessary confrontation.

If the offending unit still does not comply, call the Police. Document fully on an
Occurrence Report.

VIDEO MONITORS

The video monitors must be scanned regularly to check activity within the complex.
Unusual activities or suspicious persons must be investigated and confronted
forthwith.

TELEPHONE AND ROGERS CABLE ROOM

The telephone and TV rooms are located on 4th floor and every 3rd floor after that up
till 40th.

SOME IMPORTANT RULES

No resident’s name, suite number, telephone number, shall be given to another

resident, serviceman, tradespeople, real estate agents, etc. without the prior approval
of the resident.

The Concierge and resident’s information logs are strictly confidential. The contents
or part thereof cannot be shown, read or loaned to any resident.

The use of a personal disk on the computer is not permitted.

Telephone numbers or addresses of staff members are not to be given out. If someone
needs to contact any staff member who is not on-site at the time, the Concierge will
offer to try and contact the staff member and have the staff member return the call.

These Standing Orders are basic guidelines; occurrences may take place which
will require your own discretion, common sense and judgment.
EQUIPMENT

 The Concierge shall not tamper with, adjust, or interfere with any equipment
unless specifically instructed to do so in WRITING by the Management Office or
a Pinnacle Centre Supervisor.
 Any activity, which poses a threat or risk to condominium residents or their
property, MUST be reported to Bay Street Management Inc. at (416)601-1600,
the Resident and Police if required. You must also follow up with an Occurrence
Report detailing all information.

CRIMINAL ACTIVITY

 Upon finding a criminal act in progress, or having reasonable grounds to

believe such an act may be committed, the Concierge will call the Police at
911. He will also call Bay Street Management Inc. at (416)601-1600.

DISCIPLINARY ACTION

Work rules are required to ensure that we supply a quality service to our residents on the
most efficient and productive manner. A progressive discipline in program can
effectively ensure the administration of work rules; it allows an employee the opportunity
to correct their behaviour.

Progress discipline involves explaining to the employee what the problem is, what
modified behaviour is required, and that a progressively higher level of discipline will be
applied to subsequent and/or repeated infractions.

Supervisor shall be issued blank Disciplinary Report forms, which are to be completed by
the supervisor upon observing or learning of an employee’s infraction of rules.

Notices are to be forwarded to the Head Office and/or Management Office via Patrol
Supervisor for follow-up by the office. Under no circumstances is a copy to be kept on
site.

PARTY ROOM PROCEDURES

 All parties are to be booked through the Concierge Desk and/or Property
Management Office.
 They are on a first come, first serve basis. Cost is $118.56 per function.
 Anyone attending a party is not allowed to use any of the other amenities in the
building.
 All food and drinks are to remain in the Party Room.
 Doors are to remain closed for duration of any party.
  All people attending parties must remain in the room at all times. No wandering
or loitering in halls is permitted.
 Residents who have booked the party room must be in the room at all times until
party is finished.
 Excessive noise, i.e. Music, TV, etc. are not permitted.
 If the Rules are not being followed, or if Concierge notices any damage occurring,
they have the right to stop the party immediately.
 There is a limit of 50 people permitted for any party function.
 Alcohol consumption can only be permitted if a license is obtained from the
LCBO.

Check-in Procedures:

1. Resident is to be present while check in is being done.

2. Write any previous damages/concerns with room in comments section
provided on the checklist.
3. All residents and Concierge must sign check lists before check in commences.
4. Checklist will then be returned to Concierge Desk until the party room
function is over.

Check-out Procedures:

1. Check for any new damages on all items, and provide details if necessary.
2. Write any new damages in detail.
3. All residents and Concierge must sign log sheet after check out is complete.
4. Residents must leave immediately after check out is complete.
5. Log Sheets will be returned to Concierge Desk and then passed on to
Management Office.

Common damages/things to look for:

1. New marks/stains on carpet, walls, or furniture

2. Broken windows, shutters
3. Lights burnt out – ceiling, washrooms, kitchen, bar area, kitchen appliances
4. Tape/decorations left up
5. Washrooms – toilet clogged, sinks clogged, etc.
6. Kitchen – cupboards broken, loose, etc.

ACCESS CONTROL

THE FOLLOWING INSTRUCTIONS ARE TO BE STRICTLY ADHERED TO;

UNLESS OVERRIDING INSTRUCTIONS ARE ADDED IN THE POST
ORDERS.
  The Concierge are not permitted to enter occupied suites without proper
authorization. Unlawful entry to a suite is contrary to corporate policy and can
result in legal proceedings under the “Trespass to Property Act”.
 In the event that an emergency situation occurs inside an occupied suite, such as
fire, flood, or personal injury, you must notify the appropriate authorities to attend
– Police, Fire Department, and/or Ambulance.
 If you should receive a request from a resident who asks you to enter a suite
because of another type of problem, that is not an emergency (e.g. noise
complaint), you cannot enter the suite.
 RULE OF THUMB – NEVER ENTER A SUITE FOR ANYTHING.

Residents

 All residents are issued a FOB remote by the Management Office. Residents
should open the door with their access cards.
 Telephone use must be RESTRICTED, unless in an emergency. The Concierge
Desk must keep the telephone line free in case of an emergency.

Lobby Entrance

 All non-residents must use the “Enterphone” to contact residents for access. If the
visitor does not know how to use the Enterphone, verbally explain to them how to
enter the code.
 UNDER NO CIRCUMSTANCES SHALL A GUEST BE PERMITTED TO
GO TO THE SUITE WITHOUT AUTHORIZATION FROM THE
RESIDENT.

Contractors/Tradesmen/Deliveries (for building)

 Most tradesmen/contractors MUST use the loading dock or service entrance, to

bring any material or equipment into the building. UNDER NO
CIRCUMSTANCES ARE MATERIALS AND/OR EQUIPMENT TO BE
ALLOWED IN THROUGH THE LOBBY.
 Contractors/tradesmen who are on site for work pertaining to the building are to
be directed to the Property Managers Office or the Superintendent during normal
business hours for authorization to enter the building.
 Residents who require services of a tradesperson MUST contact Property
Management Office, who will then inform the Concierge Desk.

COURT BAILIFFS

 Court Bailiffs are to be IMMEDIATELY ADMITTED if serving a court order

or warrant. They can charge you with contempt of court if you interfere. MAKE
SURE YOU ASK FOR IDENTIFICATION.
 Ensure that an Occurrence Report is always completed.
FIRE AND HEALTH INSPECTORS

 All inspectors MUST show IDENTIFICATION and must be directed to

Superintendent or Property Manager.

BICYCLES/ROLLERBLADES/SCOOTERS

 Bicycles are not permitted through the lobby. They should be taken down garage
ramp to storage areas

MOVE-INS & MOVE-OUTS

 No moves are permitted after hours

 All elevator bookings should be directed to Management Office. Lists will be
provided to Concierge Desk.
 Moves are not permitted through the front doors.

VEHICLES & PARKING CONTROL

 All residents should have an assigned parking space

 Parking is not permitted in entrance of building or in fire routes.
 Visitors are to park in P1 and P2 and have to pay for their parking.
 Resident parking is located in P3, P4, P5 and upper levels.

ISSUE & RECEIPT OF KEYS

KEYS ARE NOT TO BE ACCEPTED BY THE CONCIERGE ON DUTY.

 All keys are to be kept in a locked key box when not in use. Key log is to be
maintained at all times. All keys are to be signed in and out.
 Record in the Log Book and sign for all keys you receive when reporting for duty,
and have your relief sign for them at shift changes.
 Keys and locks are an important element in the overall protection of this
Condominium.
 You are responsible for the careful handling and carrying of keys during any work
assignment. You control the safety and concierge of the residents at Pinnacle
Centre.
 Concierge set of keys must stay on site at all times.

The most important points for the Concierge to remember regarding key control
are:

 Know the key control procedures for the building.

 Carry and handle keys with you at all times.
 Never leave keys on your desk.
  Never lend out your keys. If someone asks you to unlock a door, escort them
as long as they are authorized resident.
 Make sure all residents sign for any keys you may give them.
 Report any problems to Property Manager or your Supervisor immediately.

NOTE: NO CONCIERGE WILL ACCEPT A GRAND MASTER KEY.

ANY KEYS THAT ARE LOST, MUST BE REPORTED TO THE PROPERTY

MANAGEMENT OFFICE IMMEDIATELY.

LOST & FOUND PROPERTY

 Keep track of all lost or found property found on your shift.

 If anything is found by another resident or yourself, all items should be kept in
your parcel room.
 Be sure to register all items found or lost.
 If items are not claimed within 90 days they will be disposed of.

SMELL & ODOUR COMPLAINTS

 All complaints of unusual or offensive odours received from residents MUST be

logged. Ask residents calling for their Suite # and telephone #.
 Inform residents making complaint that it should also be put in writing and
dropped off at the Property Manager’s Office.
 If the source of the odour cannot be controlled or identified, or if it is considered
to be a threat to other resident’s health, then the Property Manger and/or
Superintendent are to be informed.
 There are carbon monoxide detectors located in the __________ rooms. When
they are activated (go off), a loud buzzing sound will be heard. If this happens,
you must contact Property Management for the building and inform them
where the alarm is coming from.

ALL COMPLAINTS MUST BE INVESTIGATED AND ACTIONS SHOULD

BE TAKEN TO RECTIFY THE SITUATIONS.