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MALL MANAGEMENT

Sector Overview in India

New Delhi & NCR ( 20%)

Mumbai (10%) Pune (10%) Bangalore (35%) Hyderabad (5%) Chennai (10%) Others (10%) Others include Chandigarh, BBSR, Indore, Jaipur, Vizag, TVM, Calcutta etc

Total FM Market : Rs.225 Crores

FOR A SUCCESSFUL MALL


A Carefully Conceived Design AND A Good Management Team, managing the functioning of the Mall.
Modern, Convenient, Technologically Well-Equipped, Well -Maintained / Managed and Promoted Todays Malls..

Efficient Management requires:


Integration of the Owner and The Mall Management Team

Shopping Malls
City Centre, Kolkata 400,000 Sq.ft March 2004 onwards

MetropolisMetropolis-Hiland Park, Kolkata 175,000 Sq.ft October 2004 onwards

Sigma Mall, Bangalore 150,000 Sq.ft Oct 2004 onwards

Forum Mall, Kolkata 200,000 Sq.ft April 2003 onwards

Shopping Malls
High Street Phoenix Mall, Mumbai 450,000 Sq.ft Nov 2002 onwards

R Mall, Mumbai 250,000 Sq.ft March 2004 onwards

The Zone, Nasik 100,000 Sq.ft May 2004 onwards

Forum Mall, Bhubaneshwar 190,000 Sq.ft March 2004 onwards

Shopping Malls
Sahara Mall, Gurgaon 237,000 Sq.ft June 2003 onwards

Galaxy Mall, Gurgaon 160,000 Sq.ft June 2004 onwards

WHAT IS A MALL ?
 Space should be rented and not sold  Presence of anchor stores  Must have strong mall management team

NEW CONCEPTS
 SEAMLESS MALLS  SPECIALITY MALLS (Gold Souk, NCR, Gurgaon)

Mall management : planning and strategy

PROPER PLANNING INCLUDES: VISITORS MANAGEMENT OCCUPANTS MANAGEMENT SOUND INFRASTRUCTURE CREATION OF AN AMBIENCE

MALL MANAGEMENT : PLANNING AND STRATEGY


INFRASTRUCUTRE REQUIRED:
Uninterrupted Power Supply with 100% power backup HVAC with adequate redundancy Fire Fighting & Detection System Dedicated Security System ETP Plant Proper Sewage System Water Softening & Purification System P. A. System with Channeled Music Emergency Lighting in all areas Toilets - separate for customers & staff Building & Floor Directories Signages directing customers towards elevators, toilets, fire exits, etc.

Mall Management : Planning and Strategy

OCCUPANT MANAGEMENT:
Help desk Periodic feedback Coordinate construction of shops Billing Collections Attending to grievances & complaints Ensure observance of rules & regulations of the mall

Scope of Services
Utilities Management
Fire Detection and fire fighting system HVAC Lifts & Elevator Water and Fire Pumps Closed Circuit Television System Access Control System Vertical Elevation Systems Water & Fire Fighting Pumps Backup Power Supply

Service Management
Security Electrical & Mechanical DG & HVAC Operations House Keeping Sanitary & Plumbing Pest Control Landscaping Office Support Staff Water Effluent Treatment Plant Maintenance Parking Area Management

Management Functions
Quality Control Health and Fire Safety Preventive Management Energy Management Help Desk Vendor Management & Procurements Tender Processing Inventory Control Budgeting

Minor Repairs
Equipments Civil works Carpentry Masonry work Furniture Painting Trouble shooting Project Work

MALL MANAGEMENT: Typical Organization Structure


Deployment
Mall Manager MIS Exec Storekeeper Property Manager Shift Engineer CCTV Op DG Op Customer Care Exec Electrician Fire Officer Fire Tech Helper
Workplace Management & Consultants (NCR) Pvt. Ltd

Accountant

H/K Exec Plumber Lift Op

Security H/K Sup

AC Tech

Carpenter

Security Guard

MALL MANAGEMENT : TYPICAL MALL OPERATION SCHEDULE


Description of Mall Timings OPERATION SCHEDULE Timings Duration 9 AM - 9 PM 12 Hrs. Major cleaning carried out before opening of Mall for customers, in presence of security staff. Remarks

Cleaning Time Diesel Delivery

6 AM - 9 AM 7 AM - 9 AM

3 Hrs. 2 Hrs.

Escalator / Lift Repairs

11 PM - 7 AM

8 Hrs.

Escalators generally require 5-6 hrs time for maintenance work, in the presence of security staff. To be carried out in the presence of security staff.

Garbage Disposal

7 AM - 8 AM

1 Hr.

Emergency Lighting

Required by Inverters and/or emergency lights in all common areas and shops. Typical minor electrical faults in shops require 10mins to 40mins to repair. Recommendation - Have ample number of electricians at all times. Normal maintenance of AHU's etc. installed in shops and common areas. Cleaning of filters etc. of AHU's, in the presence of security staff for common areas and in the presence of shop owners for the shop. All plumbing work to be done at night in the presence of the security staff.

Electrical Breakdown

24 Hrs.

24 Hrs.

Air Conditioning Maintenance Works

7AM - 10 AM

2-3 Hrs.

Plumbing Work

11 PM - 7 AM

8 Hrs.