Customer Service Policies
Dear Concessionaire:From the entire Concessions & Quality Assurance staff, welcome to DetroitMetropolitan Airport. We hope to make your experience at Detroit Metro exciting,enjoyable, and profitable.Many of the passengers who arrive at Detroit Metro Airport are here for the first time.First impressions are important. We want to strive to make the Airport an enjoyableenvironment for all travelers. Our day-to-day concessions management will focus onthe following areas: customer service, contract administration and compliance,performance standards monitoring, marketing and promotion, contract support, andtenant coordination support.Attached is the Tenant Handbook, which details useful reference information andvarious policies and procedures. Please make this important reference available toyour on-site staff.Our doors are open to you at any time. We enjoy exploring any ideas you have toimprove the concession program and your own business. We are available to assistwith any emergencies that may arise. Your success is our mission.Sincerely,Greg HatcherDirector of Concessions & Quality Assurance1October 2018
Detroit Metropolitan Wayne County AirportTable of Contents- McNamara Terminal1.0Reference Information1.1Concessions and Quality Assurance Department1.2Airport General Information / Airport Operations Dispatch1.3Airport Finance Department Contact Information1.4Police and Fire Emergency Contact Information1.5Airport Administration Contact Information1.6Building Maintenance Contact Information1.7Airline Contact Information1.8Airline Concession Tenant Information1.9Parking & Transportation1.10Airport Services & Amenities1.11Mailing Address1.12Airport Layout2.0Tenant Operations2.1Hours of Operation2.2Banking2.3Eating/Drinking at Units2.4Business Licenses2.5Employee Conduct2.6Customer Complaints Regarding Concessions2.7Employee Dress Code / Name Tag2.8Airport Identification / Name Tag2.9Music2.10Phone Service2.11Signage2.12Queuing2.13Lease line / Control Zone2.14Vending Machines2.15Pricing2.16Smoking Policy2.17General Maintenance2.18Performance Standards3.0Reporting Requirements3.1Monthly Gross Sales Report3.2Annual Statement3.3Periodic Statements3.4Market Basket Survey3.5Disadvantaged Business Enterprise (DBE) Reporting2
Detroit Metropolitan Wayne County AirportTable of Contents – McNamara Terminal4.0Safety & Security4.1Security4.2Medical Emergencies4.3Reporting Concerns4.4I.D. Badging4.5Policy on Banned and/or Restricted Concession Items5.0Tenant Construction5.1Required Approvals & Permitting5.2Permit Process5.3Signage6.0Dockmaster6.1Hours of Operation7.0Cleaning, Maintenance & Trash7.1Frequencies, Guidelines and RequirementsAppendices1)2)3)4)5)Hours of OperationCompetitive Pricing PolicyRules & Procedures for Controlled Item InventoryAudits and MaintenancePerformance Standards3
Detroit Metropolitan Wayne County AirportSection 1.0Reference Information1.1Department of Concessions and Quality AssuranceAddress:Concessions & Quality Assurance DepartmentDetroit Metropolitan Wayne County Airport11050 Rogell Dr., #602Detroit, MI 48242Office Hours:8:00 am to 4:30 pmMonday – FridayMain Phone Line:(734) 942-3751Staff:Greg HatcherDirector of Concessions & Quality Assurance(734) 942-3663Greg.Hatcher@wcaa.usStaci SakerDeputy Director of Concessions & Quality Assurance(734) 955-8782Staci.Saker@wcaa.usRay AlbertConcessions & Quality Assurance Manager(734) 942-1534Raymond.Albert@wcaa.usElaine TsapatorisSupervisor of Concession Performance(734) 247-7060Elaine.Tsapatoris@wcaa.us4
Detroit Metropolitan Wayne County Airport1.2Airport HotlineAirport General Information(734) 247-767824-Hour Airport Operations Dispatch734-942-36851.3Department of Airport FinanceAirport Business DevelopmentTenant Contact PersonSusan Roman734-955-3285Susan.roman@wcaa.usRent Payment Address:Detroit Metropolitan Wayne County Airport11050 Rogell Dr., #602Detroit, MI 48242Attention: Airport Finance5
Detroit Metropolitan Wayne County Airport1.4Police and Fire ContactsFOR ALL AIRPORT EMERGENCIESDIAL 911Non-Emergencies:Airport Police- Front DeskFire Department-Fire PreventionFire Station 100 (Airfield)Fire Station 200 (Rogell Drive)Fire Station 300(734) 942-5357(734) 942-0061(734) 942-3604 or 3603(734) 942-3602 or 3601(734) 955-8791 or 87921.5Airport Administration ContactsAirport ReceptionistAirport FaxAirport Executive OfficeDepartment of Airport AdministrationInternal RelationsDepartment of Planning, Design& ConstructionDepartment of Facilities and InfrastructureDepartment of Public AffairsDepartment of MaintenanceDepartment of Public SafetyDepartment of OperationsDepartment of Airport FinanceDepartment of Willow Run Airport(734) 942-3550(734) 942-3793(734) 942-3560(734) 247-7242(734) 942-3694(734) 247-7915(734) 247-7266(734) 247-7052(734) 942-5287(734) 941-8410(734) 942-3572(734) 955-3285(734) 485-6662For all other telephone numbers, please refer to the Airport Directory that can beobtained from the Airport Director’s Office at the Michael Berry AdministrationBuilding or by calling (734) 942-3550.6
Detroit Metropolitan Wayne County Airport1.6Building Maintenance ContactsFor building maintenance issues at the McNamara Terminal, please call ISS,McNamara’s janitorial service group, at (734) 921-5000.7
Detroit Metropolitan Wayne County Airport1.7Airline InformationAirline Listing by TerminalMcNamara TerminalDeltaAero MexicoAir FranceAffiliated Regional ChartersNorth TerminalAir CanadaAlaska AirlinesAmerican AirlinesFrontierJetBlueLufthansaRoyal JordanianSouthwestSpiritUnited AirlinesWOWAll Charter Flights8
Detroit Metropolitan Wayne County Airport1.7Airline ContactsAirlineLocal / Station ManagerReservationsAero MexicoCarlos Gil AbinaderOffice (734) 955-9856(800) 237-6639Air CanadaTammy FaforkeOffice (734) 941-9812(800) 247-2262Air FranceMia LeeCell (703) 863-0570(800) 237-2747Alaska AirlinesTerrence McMillanCell (734) 564-8990(866) 749-4890American AirlinesDenise RidgeCell (310) 242-0680(800) 433-7300DeltaDave MartinOffice (734) 247-5304(800) 221-1212FrontierTammara FaforkeOffice (734) 941-9812(800) 432-1359JetBlueJason ZabranskyCell (845) 721-9110(800) 538-2583LufthansaChristian RampinOffice (734) 992-5180(800) 645-3880Royal JordanianAbdelhakim SalamehCell (313) 401-2222(800) 223-0470Southwest AirlinesKJ RiceOffice (734) 784-2433(800) 435-9792SpiritBill KilduffOffice (248) 727-2635(800) 772-7117UnitedKaren GoretskiOffice (734) 442-5720(800) 241-65229
Detroit Metropolitan Wayne County AirportWowHeatherKaren 0(844)(800)888-6255241-6522There are four Delta Airlines Sky Club locations in the McNamara Terminal.The locations are:a)b)c)d)Level 2- Terminal, above the Central Link.Concourse A in the East Terminal near the Express Tram South Station.Concourse A in the East Terminal near the Express Tram North Station.Concourse C in the West Terminal.10
Detroit Metropolitan Wayne County Airport1.8Airport Tenant ListingMcNamara FGWDFGMCEMCEMCEMCEMCEMCEParadiesMCE-DTWParadiesBe -2A6-2B7-17-2B8-1A&D8-1B&C8-2A8-2B8-39-19-2AA74 & A76A74 & A76A74 & A76A74 & A76A74A71A5 & A7A5 & A7A5 & A7A5 & A7A5 & A7A5 & A7A5 & A7A14 & A18A15 & A17A18 & A20A18 & A26A21 &A23A21 &A23A23A32 & A35A32 & A35A29 & A31A32 & A35A40 & A42A37A42 & A44A36 & A38A36 & A38A36 & A38A45 & A47A45 & A47A45 & A47A53 & A55A53 & A55A64 & A66A64 & A66A61 & A63A61 & A63A64 & A66A63 & A65A63 & A65(734) 941-0592(734) 941-3481(734) 941-3480(734) 955-1227(734) 941-4228(734) 941-4216(734) 229-0616(734) 229-0616(734) 229-0616(734) 229-0616(734) 229-0616(734) 229-0616(734) 992-5119(734) 229-1448(734) 720-1148(734) 442-7299(734) 941-4139Under Construction(734) 941-4199(734) 955-7740(734) 941-9330(734) 494-4046(734) 941-4029(734) 720-1306(734) 941-1405(313) 400-3324(734) 229-0209(734) 941-2871(734) 941-2517(734) 229-1113(734) 941-3326(734) 941-4092(734) 229-1140(734) 442-5766(734) 720-1255(734) 247-6877(734) 247-6887(734) 941-4227(734) 941-4185(734) 941-2868(734) 941-0173(734) 494-4042CONCOURSE AGordon BierschChic-fil-AQdobaPinkberryWall Street JournalGreen – A Natural Living StoreShedGrobbel’sCorridor KitchenCoffee BeaneryCrave’sPalazzolo’sCNBCMax & Erma’sEA SportsBe RelaxWall Street Journal & StarbucksCorsaDesigualCat CoraAndiamo’sSo ChocolateDetroit!The New York TimesPlum Market/Zingerman’sSound BalanceSORACarry OnSwarovskiL’OccitaneLeo’s Coney IslandTime NewsstandCreative KidstuffMezzaForbesSubwayPopeye’s Louisiana KitchenTime Newsstand & StarbucksSunglass IconPorsche Design/Hugo BossLonghorn SteakhouseDylan’s Candy Bar10101010101111111223333Metro Airport Partners BrookstoneCorliss Stone-Littles 5Corliss Stone-Littles 5Metro Airport Partners 66WDFG6WDFG7Areas7Paradies8Delaware North8Delaware North8WDFG8WDFG8LS Travel Retail9HBF9Paradies11
Detroit Metropolitan Wayne County AirportParadiesParadiesDelaware NorthParadiesTravelexParadiesParadiesParadiesLS Travel RetailLS Travel RetailWDFGParadiesBe RelaxVino VoloMcDonald's L-2/3AL-3BL-3CL-3DL-4L-5AL-5BL-6L-7AL-8L-1BA63 & A65A68Chili’s/Papa Joe’s MarketPotbellyZ Market & Mills PharmacyWendy’sWall Street Journal & StarbucksEmbers (Fire & Ice Lounge)Papa Joe’s Dining -8W-9W-12W-12B2 & B4B2B2 & B4B6 & B8B7 & B9B20B20(734) 941-1406(734) 941-3488(734) 941-4232(734) 229-0610(734) 941-4087(734) 955-7748(734) 955-7748CONCOURSE CSubwayRobert MondaviHarvest & GroundsCNBC & Tim Horton’sDelaware NorthDelaware NorthDelaware NorthParadiesCCCCC-1C-2C-3W-2AC8 & C10C14 & C16C20 & C22C4 & C6(734) 247-6887(734) 247-6887(734) 247-6887(734) 494-4045CNBC SmartshopRunning FitCoffee Bean & Tea LeafNew York Times & Tim Horton’sTravelexSpanxThe Body ShopBrooks BrothersEconomistMichigan SportsZoZoJohnston & MurphyBe RelaxVino VoloMcDonald's RestaurantPandoraP.F. Chang’s China BistroTravelexPGA Tour ShopEstee Lauder/MACBrightonWorld Duty FreeBigaloraBrookstoneIlly Coffee & Fountain Bar(734) 494-4083(734) 720-1149Baggage Claim (734) 247-6887FIS Level(734) 494-4051FIS Level(734) 941-1231Central Link (734) 494-4047Central Link (734) 229-1024Central Link (734) 720-1152Central Link (734) 942-6987Central Link (734) 942-8412A41(734) 941-4016A41 & A43(734) 941-6102A43 & A45(734) 229-0042A43 & A45(734) 229-9900A42 & A44(734) 247-4366Central Link (734) 494-4084Central Link (734) 941-0803A38(734) 941-1202Central Link (734) 992-5118Central Link (734) 229-1205Central Link (734) 494-4088Central Link (734) 941-3166Central Link (734) 941-0791Central Link (734) 229-0853Central Link (734)941-1206(734) 941-1208CONCOURSE BHBF – Hojeij Branded FoodsMCE – Midfield ConcessionsWDFG – World Duty Free Group12
Detroit Metropolitan Wayne County Airport1.8Airport Concessions Tenant Information (cont’d)Main Office ContactsAREAS601 RogellDetroit Metro AirportDetroit, MI 48242General Manager: Roussos SkarvelakisPhone: (313) 790-0215BoingoGeorge DoutrePhone: (734)-612-7999Bradford LogisticsDetroit Metro AirportDetroit, MI 48242Site Manager: Martin UyhazyPhone: (734) 247-4300BrookstoneOne Innovation WayMerrimack, NH 03054General Manager: Ann RigsbyPhone: (734) 624-0768Continental Vending30454 DorsetRomulus, MI 48174Contact: Marvin GlasperPhone: (734) 216-6116Cardtronics2611 Internet Blvd. Suite 100Frisco, TX 75034Service Manager: Sharon Fogg469-237-3124 Office13
Detroit Metropolitan Wayne County AirportDelaware North Companies Travel Hospitality Services, Inc.Detroit Metropolitan AirportBuilding 513-B West Service DriveDetroit, MI 48242General Manager: Ken HillsPhone: (281) 408-5043Gerald Young Shoe Shine5892 Cary DriveYpsilanti, MI 48197Owner: Gerald YoungPhone: (734) 485-7988Great Lakes Coca-Cola Distribution100 Coca-Cola DriveBelleville, MI 48111FSOP Sales Director: Derek WoelkePhone: (734) 502-5649Hojeij Branded Foods (HBF)Detroit Metropolitan AirportL.C. Smith BuildingDetroit, MI 48242Director of Operations: Wael ElTabechPhone: (843) 290-8350HMS HostDetroit Metropolitan AirportWorld Gateway Place, Bldg. 830Detroit, MI 48242Director of Operations: Bob KiepertPhone: (314) 220-1550L’OccitaneL’Occitane en ProvenceDetroit Metropolitan Airport2607 World Gateway Place, Bldg. 830Detroit, MI 48242General Manager: Linda PacePhone: (313) 587-903414
Detroit Metropolitan Wayne County AirportMcDonaldsDetroit Metropolitan AirportBuilding 830, #2579Detroit, MI 48242Operations Manager: Sharonda DorseyPhone: (313) 657-8389Metro Airport PartnersDetroit Metropolitan AirportBuilding 830Detroit, MI 48242Operations Manager: Angela AndersPhone: (313) 478-8686Michigan LotteryGTech, Architects of Gaming28351 Beck RoadUnit G-9Wixom, MI 48393Detroit Field Supervisor: Darren ThomasPhone: (248) 344-2782Midfield ConcessionsDetroit Metropolitan AirportBuilding 830, #2544; Core 1-1Detroit, MI 48242Operations Manager: Dean HachemPhone: (734) 727-0055Paradies LagardereDetroit Metropolitan Airport15474 Pine RoadRomulus, MI 48174General Manager: David PostPhone: (734) 955-3766Smarte CarteDetroit Metropolitan AirportL.C. Smith BuildingDetroit, MI 48242General Manager: Matt GrubePhone: (734) 942-464615
Detroit Metropolitan Wayne County AirportSwarovskiDetroit Metropolitan Airport2558 World Gateway Place, Bldg. 830Detroit, MI 48242General Manager: Syeda HenryPhone: (734) 941-2517Travelex Currency Services, Inc.Janice UnderwoodPhone: (734) 716-9684Vino VoloDetroit Metropolitan AirportBuilding 830 # 2524Detroit, MI 48242General Manager: Erin HeikkuriPhone: (734) 229-9900Wen Team/ Wendy’sDetroit Metropolitan Airport2506 World Gateway PlaceDetroit, MI 48242General Manager: Julian DelgadoPhone: (313) 850-8554World Duty Free GroupDetroit Metropolitan Airport2563 World Gateway PlaceDetroit, MI 48242General Manager: Marisa FinkPhone: (313) 670-181516
Detroit Metropolitan Wayne County Airport1.9Parking/TransportationEmployee ParkingConcessionaire employees who work at the McNamara Terminal will park in theMcNamara South Complex Employee lot and be driven to the Terminal in a shuttlebus. The South Complex Employee Parking lot is accessed by taking Eureka Road tothe South Access Road (John Dingell Drive). The Employee parking is located on theEast Side of the South Access Road (John Dingell Drive).An employee will park in one of two areas of the Employee parking lot. If anemployee has been issued an Airport Identification (ID) badge which allows access tothe Airport Operating Area (AOA), after parking his/her vehicle, that employee will berequired to “swipe” their ID badge upon entering a designated shuttle holdingbuilding. The employee will board a Shuttle Bus that will drop them off in the AOA ofthe McNamara Terminal.If an employee does not have AOA access, they will board a Shuttle Bus that willdrop them off in the front of the Terminal. In order to reach their work location, theywill have to go through the security checkpoint in the Terminal.Please go to metroairport.com, click on Badging link on the bottom line and then goto the Badge Processing Form Link for further information.Please call Tim McDonald at (734) 247-7046 for any Parking Information not found inthe website.17
Detroit Metropolitan Wayne County AirportGround TransportationGround transportation services available at the airport are listed on the airportwebsite at www.metroairport.com.Employee shuttleMetro Cars, Inc.24957 Brest RoadTaylor, MI 48180Contact Phone Number: (734) 946-1723Public TransportationDetroit Metro Airport Taxicab Association (D.M.A.T.A.)- Taxi Service9235 Wayne RoadRomulus, MI 48174Contact Phone number: (734) 946-5700 x 250Checker Luxury Sedans26500 Van Born RoadDearborn, MI 48125Contact Phone number: (313) 292-200018
Detroit Metropolitan Wayne County AirportRental Car CompaniesAlamo Rent-A-Car, Inc. (800) 327-9633Avis Rent-A-Car System, Inc. (800) 331-1212Budget Rent-A-Car, Inc. (800) 527-0700Dollar Rent-A-Car System, Inc. (800) 421-6878Enterprise Leasing Company of Detroit (800) 325-8007Executive/Priceless Car Rental (734) 413-8300Hertz Corp. (800) 654-3131National Car Rental System, Inc. (800) 227-7368Thrifty Car Rental (800) 367-227719
Detroit Metropolitan Wayne County Airport1.10 Airport Services & AmenitiesThe airport features many services for the convenience of its passengers.Elevated Express TramConcourse A features an Express Tram that runs the length of the mile-longconcourse. Stations are located at each end of the concourse as well as a thirdstation in the Central Link. Trams arrive at the stations every 2.5 minutes.Automated Teller Machines (ATMs)ATMs are in 11 locations inside the McNamara Terminal. Specifically, ATMs arelocated in the Passenger Service Rooms (PSRs) in Cores 3 through 8 and in thepassenger hold areas in Cores 1 and 10. ATMs are also in B Concourse near GatesB2 and B16, and in C Concourse near Gate C21.Foreign CurrencyForeign Currency Exchange services are in two locations: 1) at the west end of theCentral Link and 2) in the Federal Inspection Site (FIS) area of the McNamaraTerminal. The Foreign Currency Exchange offices also provide airline ticketdistribution and airline travel insurance services.Foreign Language AssistanceForeign language assistance is available through Delta Airlines. Please contact anyDelta Airlines Customer Service Agent (CSA) and they will contact their ForeignLanguage Line Service for assistance.20
Detroit Metropolitan Wayne County AirportHotelsLodging at the airport is available at the Westin Hotel at the McNamara Terminal.Reservations at the Westin Hotel can be made by calling (800) 228-3000. TheGeneral Manager of the Westin Hotel is John Reed who can be contacted at (734)229-6700.Lost & FoundThe phone number for the Airport Police Lost & Found is (734) 942-3669.Religious Reflection RoomThe Religious Reflection Room is located on the Mezzanine Level in the central Link.The Room is always available to the public.Paging & Public AddressCourtesy phones are available throughout the McNamara Terminal for paging withinthe Terminal. If someone outside the McNamara Terminal need to page someone atthe Terminal, they should call (734) 229-7200.Postal ServicesPostage stamps can be purchased at Travelex, the foreign currency exchangelocation. A U.S. Post Office drop box is located at the west end of the Central Linknear the escalators to the South.Luggage CartsLuggage carts are available at pre-security locations at the McNamara Terminal.Locations include the Federal Inspection Site (FIS) Customs Area, DomesticBaggage Claim, and the Parking Garage.VendingVending Machines are located in the passenger Service Rooms (PSRs) in theMcNamara Terminal in Cores 3, 8 and on B&C terminals as well. In each location,there is a snack vending machine and beverage vending machines.21
Detroit Metropolitan Wayne County AirportShoe ShineThere are two Shoe Shine stands in the McNamara Terminal. They are located inCores 3& 5 in the Passenger Service Rooms (PSRs).22
Detroit Metropolitan Wayne County Airport1.11 Mailing AddressThe mailing address for tenant deliveries to the airport is:Name of ConcessionEdward H. McNamara TerminalBuilding 830Detroit Metropolitan Wayne county Airport2588 WorldGateway PlaceDetroit, MI 4824223
Detroit Metropolitan Wayne County AirportSection 2.0Tenant Operations2.1Hours of OperationConcessionaires are to follow their hours of operation that have been agreed uponand shown in the hours of operation chart. (see Appendix 1) Concessionaires shouldrefer to this chart for each unit’s operating hours and should not deviate from themunless approved. At no time shall the concession be left unattended or “temporarilyclosed” during the concession’s business ho
McDonald's Restaurant McDonald's Corp. L L-2/3A A42 & A44 (734) 247-4366 Pandora Paradies L L-3B Central Link (734) 494-4084 P.F. Chang’s China Bistro HBF L L-3C Central Link (734) 941-0803 Travelex Travel
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