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Volume 3 | December 2011

PASSPORT

Volume 3 | December 2011

PASSPORT

IN THIS ISSUE
(Click title to jump to article)

OPENING REMARKS HOLIDAY OBSERVANCES MARKET SPOTLIGHT


Across the Globe Latin America Update

GLOBAL OPERATIONS MARKETING

Strides and Milestones The Adventures of Patricio Letelier Big Wins and Notable News

INSIDE ASSET SERVICES TOUR DU MONDE

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PASSPORT
MESSAGE FROM TONY LONG

Volume 3 | December 2011

Welcome to the special holiday issue of PASSPORT, our global communiqu for Asset Services professionals. We are pleased to close out the year with an edition full of notable highlights, unique perspectives, and fun facts and history on holiday celebrations from around the world. As 2011 comes to an end, we want to reflect on all that has been accomplished since Asset Services officially went global in 2010, while anticipating the new growth and opportunity that still lies ahead. In this spirit, we hope you enjoy this issues exciting article lineup, which includes a Latin America Spotlight featuring CBREs Miguel Perez from Mexico and Patricio Letelier from Chile; an operations update on all the latest developments designed to promote consistency and shared best practices around the world; and a comprehensive look at our global marketing progress achieved to date. Finally, I would like to give heartfelt thanks to each and every one of you for your tremendous hard work and contributions to our globalization efforts. Your dedication and collaboration have made possible our continued and growing success. I wish all of you a very happy holiday season with family and loved ones. Cheers to another landmark year in 2012!

ADDITIONAL INFORMATION
ONLINE RESOURCES
AS Global Navigator Global Marketing Premier Properties Weekly Compass U.S. | APAC

PHOTO GALLERY

Click here to submit photos from your region.


Conferences and Recognition Events Global Property Showcase

COMING SOON!

HAVE A SUGGESTION OR QUESTION?


Submit a Best Practice. Share a Recent Win!

CONTACTS
Jim Bilger, Operations and Training Patty Proshek, Client Accounting Perry Degulis, Marketing and Communications Eric Plumpton, Technology

Share a best practice today to be entered for a prize at year-end.

CONGRATULATIONS TO PAUL CHIPPINGTON


CBREMS Centre Manager at Ortongate Shopping Centre in Peterborough, UKour winner of a 100.00 gift card for submitting his best practice: Meet the Manager at Ortongate Shopping Centre. At this standing, monthly session Paul met with tenants, visitors and customers to gather feedback and listen to any operational concerns. Along with showing transparency, this best practice also gave an opportunity to announce and recognize noteworthy achievements on a regular basis.

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PASSPORT
HOLIDAY OBSERVANCES ACROSS THE GLOBE
It is that time of the year again: The weather changes, schedules fill with endof-year projects and the sounds in the air are filled with cheer. We are headed fullspeed into the holiday season! Around the world, holiday observances are as numerous and multi-faceted as the cultures they spring from. But with all the preparations for festivities to come, its important to remember that there may be a friend, colleague, neighbor or even a family member whose holiday traditions differ greatly from your own. Below is an overview of some celebrations across the globe. We welcome you to take a journey through these traditions, while reflecting on what makes your holidays so fun and memorable. We hope you enjoy this special issue!

Volume 3 | December 2011

sauce, corn bread, gravy, football games, parades. A secular holiday in North America, the origins of Thanksgiving go back to the liturgical harvest festival traditions of European settlers in the 16th and 17th centuries, offering their thanks to God after a good harvest. Still today, some Christian communities in Europe will decorate their churches with yields of their harvest and hold a special Thanksgiving mass.

Hanukkah

Location/ Culture: Jewish Festival of the Lights Date: 25th day of Kislev in the Hebrew calendar, observed for eight days Famous for: Kindling of the lights of the menorah (seven-branched lamp stand), recitation of the Hanerot Halalu (these lamps), card-playing, fried and baked foodssuch as potato pancakes. The origin of Hanukkah dates back to 165 BCE, when Judah purified and rededicated the Jewish temple in Jerusalem after the Hellenistic desecration. It is based on the story of one days supply of holy oil miraculously lasting eight days, allowing enough time

Thanksgiving

Location/Culture: North America, some parts of Europe Date: Fourth Thursday in November (U.S.); Second Monday of October (Canada) Famous for: Giving thanks for a successful harvest, family gatherings, stuffed turkey, pumpkin pie, cranberry

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PASSPORT
HOLIDAY OBSERVANCES ACROSS THE GLOBE
to make a new supply of oil. The term Hanukkah derives from the Hebrew verb to dedicate.

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(continued)

Date: 1.1. in the Chinese Lunisolar calendar (23 January 2012 in Gregorian calendar) Famous for: End of the winter season, fire crackers, red paper lanterns, dragon and lion dances, spring cleaning to make way for good fortune, family reunions, cooked pigs, ducks, chicken, uncut noodles (symbol of longevity), mandarin oranges (good luck), rice dumplings. The most important holiday of Chinese holidays, New Years usually falls on the second new moon after the winter solstice and celebrations end with the Lantern Festival the 15th day. Traditions date back centuries to a mythical beast named the Nian that would come into villages on the first day of the year and eat livestock and children. Firecrackers and the color red are meant to scare away the beast. Common New Years wishes include happiness, peace, prosperity and longevity; this is also a time of reconciliation and abandonment of old grudges. As different and multifold as our cultures and traditions are, the spirit of the season has us all unitedin our sense for family, care for one another, joy, hope and new beginnings.

Christmas

Location/Culture: Mostly in countries with a strong Christian tradition Date: 25 December Famous for: Love and Peace on Earth, lights, Christmas tree, four weeks of Advent celebrations, St. Nicholas and Christkindl(Europe) and Santa Claus (mostly North America), cookies and baked goods, mulled wine, cider, exchange of gifts. Christians around the world celebrate Christmas as the coming of God into the world in form of a man through the birth of Jesus Christ. Christmas traditions are highly influenced by the different local weather conditions during this time of the year. In the Northern hemisphere, the colder weather encourages hearty dishes and warm beverages, such as hot cider, mulled wine and roasts with gravy and potatoes. Christmas in the Southern hemisphere usually entails warm weather, blossoming vegetation, barbecues and beach time.

Chinese New Year

Location/Culture: East and South-East Asia, Asians living in other parts of the world

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PASSPORT
LATIN AMERICA SPOTLIGHT
CBRE is the largest and most dominant commercial real estate services firm in Latin America, with approximately 500 employees across Argentina, Brazil, Chile, Mexico, Panama, Peru and Venezuela. As CBRE continues to grow in this region, our teams are actively staying at the forefront of the industry to develop relationships with existing and new clients. In this issue, PASSPORT sat down with Miguel Perez and Patricio Letelier, leaders within Asset Services Mxico and Chile, respectively, to talk about trends that have shaped their regions and the ensuing challenges and opportunities. CBRE has been operating in these two countries for approximately 20 years, providing a full spectrum of services.

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management, rather than cost; thus, we are not looking to follow this new business model. Nevertheless, we are aware of it and the implications it has in our market and, as a result, we are working to reinforce and focus our efforts in asset services to attend institutional investors.

PASSPORT: What best practices have you

adopted/shared recentlyand/or set you apart from competing firms? Who are the top competitors in your region?

Patricio (Chile): In Chile, most of the office

PASSPORT: What challenges are you

currently faced with in your region?

Patricio (Chile): In recent months, global

competitors have arrived in Chile offering the same services as CBRE. This influx of competition has challenged us to create a solid value offer and better services.

Miguel (Mexico): In Mexico, firms offering

buildings are multi-owner condominiums. Because of this, Property Management and Asset Services function as two different business linesproviding just building operations (Property Management) or comprehensive asset management (Asset Services). In Property Management, we have been developing a web-based communication portal to maximize the time and the quality of our responses. Also, we have restructured the client attention model to efficiently satisfy our clients needs. Our top competitors in Property Management are U.S. Equities Realty, SADE and Hines. Within Asset Services, our integrated services set us apart from competing firms; as shown by the 1 MSF awarded to CBRE in the past year. Our primary competitors are Birman Servicios Inmobiliarios, Fuenzalida Propiedades & De Urrutiall local competitors.

hard and soft services are expanding their platforms to enter the facilities management market; or, they are creating alliances with global facilities management firms (e.g., the alliance of Johnson Controls and a janitorial service provider). In these strategic alliances, they bid as a single firm offering the complete value chain of services. CBREs differentiator is our

Miguel (Mexico): Standardization,

qualified people and training are critical

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PASSPORT
LATIN AMERICA SPOTLIGHT
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Volume 3 | December 2011

to ensuring our place ahead of the competition. Next year we will start a training program on CBRE standards and local requirements, implementing the same operating and administrative standards across all services. We are also in the process of creating a Retail Management platformcurrently an unexplored business. We expect to be the first real estate firm to accomplish this venture in Mexico. Our competitors in Facilities Management are Jones Lang LaSalle, Johnson Controls, Cushman & Wakefield, ISS and Sodexho. In Asset Management they are Hines and Jones Lang LaSalle. real estate market continues to attract both domestic and global occupiers at a rapid pace. How has your team adapted to this new, internationally diverse tenant population?

plan to translate the material found on the CBRE Navigator to share with nonbilingual employees since global clients are familiar with these global standards and institutional reports. Lastly, we are learning the operative and administrative best practices of our current clients to share with these new clients. All of these practices will help demonstrate to any client the strength of the CBRE platform and our ability to manage their assets with our qualified, service-oriented people.

PASSPORT: What key characteristics

make your market an attractive occupier destination? stems from our stability, transparency, well-organized labor market, low occupancy costs and high technology development.

PASSPORT: The Latin American commercial Patricio (Chile): Chiles attractiveness

Patricio (Chile): The Asset Management

Miguel (Mexico): Mexico benefits from our


proximity to the U.S. market and our less expensive labor costs.

team is working diligently to address the attraction of domestic and global occupiers, realizing the high potential of growth and increased brand capital that will result from delivering outstanding services. We see this internationally diverse tenant population as a challenge that will benefit us in the long-term to serve tenants according to their particular needs and attributes.

FOR MORE INFORMATION, PLEASE CONTACT: Mexico: Lyman Daniels, PresidentCBRE Mexico Miguel Perez, DirectorProperty and Facilities Management Chile: Patricio Letelier, DirectorAsset Services Roberto Dagach, Management Services DirectorAsset Services

Miguel (Mexico): We are trying to hire

bilingual personnel for key positions to address this new diverse tenant population. We also

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PASSPORT
GLOBAL OPERATIONS UPDATE
Over the past quarter, Asset Services Operations has been hard at work continuing to improve and simplify the globalization effort. One of the most significant accomplishments has been the identification of global counterparts, which has resulted in enhanced and streamlined communications across the organization. Additionally, there has been ongoing collection and expansion of supporting documents for regional-specific Global Standards, including the development of the Global Standards Diagnostic Tool, currently used by the APAC regions. With this tool, the Operations team is able to customize and prioritize our Global Standards respective to each region and countrys specifications. Also among our operational achievements has been the sharing of resources and files, like

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the U.S.-based Weekly Compasswhich is now translated into five languages and issued as the Quarterly Compass throughout APAC. Other items, such as the Standards of Excellence, have also been translated for broader use and implementationas shown below in Dutch. Intranet sites and portals continue to assist the flow of information and serve as centralized repositories: Asia recently launched its version of the Pacific regions The Hub, while the U.S. is getting ready to commence a suite of global pages on The Navigator. All of these achievements are enabling Asset Services employees to exchange and apply best-in-class ideas, as well as giving direct access to global resources, vision and leadership.

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PASSPORT
MARKETING STRIDES AND MILESTONES
Since the official globalization of Asset Services in 2010, collaborative marketing efforts worldwide have followed suit. Professionals across the globe have teamed up on the following key projects and initiatives, which have greater enhanced connectivity, consistency and creativity internationally:

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is also contacted to garner external media coverage in the market.

Quarterly Publication of PASSPORTApril

Regular Touchpoints of Communication

Fostering and solidifying collaboration, regional marketing contacts have established regular communications to discuss country information, pitch efforts, events, publications and other relevant updates. Standing calls between Michaela Budgen and Amanda Lenarz, for example, allow the teams to introduce and stay atop best practicessuch as the APAC Team Directoryso that they can be used effectively in other regions. This consistent information-sharing across borders has led to increased knowledge, awareness and resources on a local and global scale.

2011 marked the inaugural issue of PASSPORTa communiqu designed for Asset Services professionals internationally. Published each quarter, PASSPORT has been integral to inspiring ideas, sharing best practices and highlighting notable achievements across global Asset Services and CBRE. The electronic newsletter truly gives a glimpse into markets, perspectives and successes from around the world.

Exchange of Winning Proposal Materials

Big Wins AnnouncementsInternational

Big Wins for Asset Services are now published much more frequently within CBRE, giving increased attention to noteworthy new management assignments in major markets around the world. Many of these wins represent additions to the Asset Services Premier Properties programfocused on delivering sophisticated management strategies and operational excellence to iconic assets worldwide. For each Big Win, the appropriate local PR person

Sharing best-in-class proposal materials has been central to the integration of global marketing. Cross-regional pitch support, as needed, has also streamlined and maximized business development efforts. As an example, CBRE Mexico was recently appointed to provide Asset Services, Brokerage and Retail Services for Clarion Partners Lion Mexico Fund retail portfolio, totaling 2.1 MSF. Key to this win was the marketing teamwork of Gabriela Villarreal in Mexico, who managed the

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PASSPORT
MARKETING STRIDES AND MILESTONES
proposal, and Perry Degulis and Amanda Lenarz in the U.S., who provided content direction, editing and proofing assistance.
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a variety of global materials and templates. Janice Bate, Andrew Foote, Leanne Michell and Lisa Milling, among others, have worked diligently to ensure successful file sharing and consistent brandingmaking it easy for localization and translation efforts. Top Five Wins, Operations Placemat and Standards of Excellence are just some of the items that have been rolled out across the Asset Services global platform. highlight major marketing moments in future editions of PASSPORT. For more information or assistance, please contact one of our global marketing SPOCs Perry Degulis, Vice President (Global Lead); Amanda Lenarz, Senior Marketing Manager (U.S., EMEA); Michaela Budgen, Marketing Manager (APAC); or Manuela Schutz-Redmond, Marketing Assistant (Web).

Looking AheadWe will continue to

Global Intranet SitesJust launched,

the Asset Services global marketing Navigator page now serves as a central location for global marketing materials, information, templates and more. Maintained by Manuela Schutz-Redmond, the site will be updated regularly to reflect the latest in Asset Services marketing from everywhere on the map. Also, Asia recently rolled out its version of The Huban online portal featuring blogs, business line materials, forms and morenow serving all Asset Services personnel throughout APAC. The Hub APAC was launched under a new look, with enhanced functionality and features. The Global Navigator and The Hub are just a couple examples representing the multitude of best practices and marketing milestones happening across the globe.

Global Operations MaterialsIn pace

with the Asset Services globalization, marketing personnel have joined forces with operations professionals to prepare

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PASSPORT
INSIDE ASSET SERVICES: The Adventures of Patricio Letelier: Director, Asset ServicesChile
What makes you smile? Im the kind of person that is always smiling and who usually enjoys every minute of the dayno matter if at work or with family and friends. What really makes me smile though is to play with my kids who remind me how simple life is. What is your biggest pet peeve? Waiting in line, for everything. To me, the amount of time people have to spend waiting in line is the most obvious index of a societys economic development. What is your favorite food? Local seafood, including all types of shellfish. But it needs to be fresh, preferably straight from the ocean to the kitchen table the same day. What sound or noise do you hate? People honking their horns in traffic, assuming that the more noise they make, the faster the traffic will move. What is your favorite word? The Spanish word gol, meaning goal in English. Its a very simple word that can be associated with many different emotions, such as passion, hope, anxiety, success, defeat and teamwork. What is your least favorite word? My least favorite word is hate. Do I need to explain why?

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Whats your favorite time of the year? Summer is by far my favorite time of the year. I love the long days, enjoy being outside and having a barbecue with friends. Whats your favorite sing-along song? I usually whistle all kind of songs, anything from classical songs to rock, folk and even childrens music. There is a good chance that no one can tell what Im whistling, as I tend to switch back and forth from one song to another. What was your favorite story book growing up? Tom Sawyer was by far my favorite story book. When I was a kid, I always dreamed about living through the same kinds of adventures as Tom Sawyer and Huckleberry Finn. What profession other than yours would you like to attempt? I would like to be a geologist, especially in Chile. The Andes are like a Pandoras Box full of surprises with volcanoes, traces of earthquakes and all kind of minerals.

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PASSPORT

Volume 3 | December 2011

located in The Hagues Beatrixkwartier, the citys new commercial center. The properties comprise 1.2 MSF of office space, a 200-room hotel, 16,000 SF of retail space and 1,200 parking spaces and were recently licensed as a future World Trade Center. They will serve as a hub for international business when CBREs services commence in January 2012.

LATIN AMERICA

ASIA

Shenzhen Stock Exchange Tower CBREs Asset Services team in Shenzhen is excited to provide three years of on-site property management consultancy services to Shenzhen Stock Exchange Tower. Stretching over a total GFA of 2.9 MSF, Shenzhen Stock Exchange is scheduled to open in August 2012. The property will be one of Chinas most prominent Grade A office buildings, housing one of two official stock exchanges on the countrys mainland.

Lion Mexico Fund CBREs Retail Agency Services and CBRE Mexico have been appointed to manage and lease Clarion Partners Lion Mexico Fund retail portfolio. At 2.1 MSF, the portfolio consists of seven retail centers located throughout Mexicoin sizes ranging from 162,000 SF to 531,000 SFand features notable anchors such as Wal-Mart and Office Depot. The win was secured through the teams proven track record and world-class reputation, knowledge of the market and strong national platform.

PACIFIC

CANADA

Bank of Nova Scotia CBRE Canada is excited to report some noteworthy accomplishments at The Bank of Nova Scotia accounta 17-building portfolio across Canada. Most notably, Scotia Plaza, a three-building campus totaling 2.5 MSF of office space in the heart of Toronto, received LEED EB O&M Gold certification. Scotia Plaza is one of four buildings in Canada to receive LEED EB certification and the largest LEED building in the country. In May 2011, the team also successfully converted the accounting system to the MRI platform. Both of these milestone achievements are the result of dedicated collaboration between the Canada and U.S. teams.

Waterfront Place, Brisbane CBRE Australia was recently appointed management of Waterfront Place, one of Queenslands iconic office properties owned by Stockland and the Future Fund. Located in Brisbanes CBD, the 36-floor tower fronts the Brisbane River and overlooks Story Bridge and the Botanic Gardens. CBRE, a major tenant at Waterfront Place for more than 10 years, assumed management for the 634,510 SF property from Stockland in July 2011.

UNITED KINGDOM

EMEA

Prinsenhof and CenterCourt Bouwinvest recently selected CBREs Asset Services team in the Netherlands to provide property management services for Prinsenhof and CenterCourt, both

Sixty Threadneedle Street CBRE United Kingdom was recently awarded management for Sixty Threadneedle Street, a 213,115 SF premier property in the heart of Englands capital. The building lies directly across from Londons premier retail destination, Royal Exchange, and has excellent public transport connections to West End and Canary Wharf. Blending a modern facade into historic surroundings, Sixty Threadneedle achieved an excellent rating through BREEAMs sustainable building assessment.

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PASSPORT
TOUR DU MONDE
UNITED STATES
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Volume 3 | December 2011

CBRE to Manage and Lease Iconic GM Renaissance Center in Detroit Once again, CBRE drives home the big win! General Motors (GM) recently awarded CBRE the facilities management, leasing and project management for GMs world headquartersthe 5.5 MSF Renaissance Center complex in Downtown Detroit. Beginning on January 1, 2012, CBRE will perform leasing and management services for more than 3.5 MSF of office and retail space at the Renaissance Center, which encompasses seven interconnected skyscrapers and represents one of the worlds largest office complexes. The hotel tower, the Detroit Marriott at the Renaissance Center, will continue to be managed separately. We are extremely proud of the transformation that our global corporate headquarters has undergone since we acquired the property, said Claudia Killeen, Manager, Renaissance Center Development, General Motors. However, GM continues to re-evaluate all parts of our business as we look for more effective and efficient ways to conduct our global operations. Management of the Renaissance Center will be overseen by John Latessa, Jr., Managing Director of CBREs Detroit office, with executive regional leadership from Samuel Delisi, Executive Managing Director of Asset Services for the Eastern Region. Paul Beitz, Senior Vice President; and Ed Wujek, First Vice President, will lead office leasingwhile Scott Young, Vice President; Dave Long, Senior Associate; and Diana Cardona, Director of Retail Services/Consumer Profiling, will drive retail strategies. Mark Collins, Alliance Director for General Motors, will serve as a liaison between CBRE and GM.

Integral to this significant win was the monumental collaboration among Enterprise Management, the Asset Services National Marketing Center, the Premier Properties Council, Sustainability, Global Corporate Services, Office and Retail Agency Leasing, Client Accounting Services, Legal and Risk Management. More than 40 CBRE employees and senior leaders were involved in the exhaustive 11-month pitch process. CBREs selection by General Motors to manage and lease its world headquarters at Renaissance Center, one of the nations most iconic city within a city complexes, underscores the benefits that our global experience and integrated service capabilities can deliver for the worlds most important organizations and premier properties, said John Latessa. GMs World Headquarters at Renaissance Center is believed to be one of the single largest asset outsourcing awards ever made in commercial real estate. The assignment also represents the most significant win to date for Asset Services Premier Service Programdelivering sophisticated management strategies and operational excellence to iconic assets worldwide. Click here for a Wall Street Journal interview with John Latessa, in which he discusses downtown Detroit, the preeminent property and plans for the new assignment.