Property & Facility Management & Engineering

With over 213 million square feet managed by Hines, we continue to serve more diverse types of properties, as we bring our experience and processes to serve a broader range of clients. As our client’s needs change, and as we see new opportunities to create value, Hines’ entrepreneurial culture allows us to adapt and diversify, try new things, fine-tune building performance and provide superior service.
CityCenterDC, Washington, DC
Parque Industrial Tecnológico, Guadalajara, Mexico
Schlossstrasse 20, Berlin
CityCenterDC, Washington, DC
Parque Industrial Tecnológico, Guadalajara, Mexico
Schlossstrasse 20, Berlin
What We Said:
Hines will investigate procuring energy intelligence software to enhance the firm’s capabilities in real-time energy monitoring and environmental management.
What We Did:
Partnered with EnerNOC, a leading provider of energy metering and environmental management software.
What’s Next?
Hines will implement the energy intelligent software to support real-time energy monitoring, as well as an environmental management system. The firm will also test battery storage technology to manage energy use and cost.

Property & Facility Management & Engineering

  • Setting the Standard in Engineering
  • Managing at the Property Level
  • COES Standards
  • Tracking Building Performance
  • Hines and ENERGY STAR
  • Water Tracking and Initiatives
  • Waste Diversion
  • Greenhouse Gas (GHG) Emissions
  • Owens Corning Solar Array Parking Lot
  • Bike Sharing Pilot Programs
  • On-site Urban Beekeeping
  • Paper-Lite Program
  • Hines GREEN OFFICE Program
  • Hines Best Practices
  • Hines Procurement
  • Contractor and Vendor Policies
  • Tenant Manuals
  • Tenant Satisfaction Surveys
213.2M square feet under management
494 number of property managers
813 number of
Managing at the Property Level

A multitude of factors contribute to building performance: local climate, regulatory context, building history and tenant requirements. Accordingly, Hines property managers and engineers are charged with the greatest responsibility at the property level. Property managers are responsible for the daily operation of the property including tenant relations, lease administration, on-site accounting, security, cleaning and other contract services. Engineers are responsible for management and maintenance of all building systems and infrastructure.

Properties are supported by the Hines Corporate Operations & Engineering Services department and the Operations Management Committee.

Corporate Operations & Engineering Services (COES)
COES supports Hines’ on-site management teams by providing standards guidelines and periodic assessments of property administration; risk administration; personnel management; contract services; mechanical physical facilities; preventive maintenance; energy management; equipment efficiency; water treatment; and personnel development.

Operations and engineering assessments are performed every two to five years based on a property-specific risk matrix. An assessment report is provided by the review team following the assessment, which includes an executive summary, a listing of all areas reviewed, any findings and suggested remedies. Each item reviewed either “Meets,” “Meets with Few Exceptions” or “Does Not Meet” the Hines standards for either operations or engineering. Specific action plans are developed for areas that do not meet expectations.

Operations Management Committee (OMC)
The OMC serves as an interface between property-level management and executive leadership, providing problem-solving and guidance on issues, standards and best practices that can benefit multiple properties or regions.

Corporate Operations and Engineering Services (COES) Standards

COES has developed and updates core standards that detail processes and the expectations of property management and engineering teams at all U.S. properties. These are also provided as a resource for international properties, where local technologies and resources require adaptation of the U.S. standards.

Utility Cost Reduction Programs
The Hines portfolio contains older buildings, recently acquired buildings and new buildings. This standard ensures that new technologies, programs and cost-effective, energy-saving retrofits are actively being evaluated, presented to management and ownership for approval, and implemented.

Chiller Performance Test
Chillers are estimated to account for up to 20 percent of total electrical consumption. This standard defines procedures for chiller performance testing at regular intervals with quality field instrumentation; setting of rating targets; and organized, accurate record keeping.

Refrigerant Management Program (RMP)
Implementation of the RMP helps ensure that the requirements of Section 608 of the Environmental Protection Agency’s 1990 Clean Air Act are met. In meeting these requirements, Hines complies with federal law, limits refrigerant losses, conscientiously manages refrigerant supplies, reduces costs, and minimizes risk to the environment, personnel and the company.

Indoor Air Quality (IAQ)
Buildings require proactive management to prevent health concerns. Hines has developed comprehensive guidelines, in conjunction with industry standards, for the prevention, investigation and correction of IAQ issues, including thermal comfort, ventilation and airborne irritants such as bioaerosols, vapors and toxins. Key to implementation is the appointment of an IAQ manager for each property.

Energy Control and Optimization System (ECOS) Standard
This standard guides effective use of the ECOS application during setup; monthly and annual updates, including documentation of significant year-over-year variances; energy improvement measures; and operational changes.

Tracking Building Performance

Hines engineers track energy consumption at Hines-managed properties. Energy management and conservation practices occur daily as engineers balance equipment to demand loads based on weather, time of day and tenant activity. Utility meter tracking and reporting serves as a benchmarking tool for month-to-month, year-to-year and property-to-property comparisons. Hines does not set blanket reduction mandates; optimum efficiency is continually achieved by rigorous assessment and identification of strategic infrastructure improvements.

Using a proprietary web-based application called ECOS, engineers input property information, certifications, monthly utilities cost and consumption totals, degree days and average occupancy.

Building Energy Intensity by Region 2011–20167
Energy intensity for properties that represent predominately office space as determined from total building energy data vs. average benchmark usage


The U.S. Environmental Protection Agency’s ENERGY STAR program includes an energy performance rating system for commercial buildings. In 1999, Hines became the first international and privately held real estate company in the world to commit to ENERGY STAR. Since then, Hines has earned labels for 316 buildings representing more than 127.8 million square feet. Hines’ specific ENERGY STAR strategy and initiatives are led by the ENERGY STAR Management Group (ESMG). This team, formed in 2001, consists of engineering leaders from Hines’ central headquarters and every U.S. Hines business region who have developed special networks with their engineering colleagues to support firm-wide energy conservation goals.

Comparison of Hines ENERGY STAR-labeled Buildings to the National Median8

43.4% more energy efficient
$1.42 energy cost savings per sf per year
$49.6M total portfolio
savings per year
249,999 metric tons annual
reduction in CO2e
Water Tracking and Initiatives

Water consumption and costs, derived from utility bills, are tracked in ECOS by building engineers. As Hines has leveraged green building standards, water consumption from occupant use has decreased. Hines continues to evaluate the lifecycle water savings and costs of restroom retrofits in existing buildings.

U.S. Building Water Intensity 2003–20169
Historical water intensity for properties that represent predominately office space as determined from total building water data

Waste Diversion

In 2013, Hines added tracking of waste and recycling to ECOS. Unique solutions were integrated to accommodate regional differences in waste management, such as incineration for fuel use in Europe. Hines Central Resources provided web-based training and tools to all properties.

Solid Waste Diversion 2012–201610
The solid waste diversion rate is the amount of recycled waste as a percent of the total solid waste for properties across our regions. The goal is to increase the amount of waste diverted from landfills and so raise the percentage diversion rate.

Greenhouse Gas (GHG) Emissions

Hines recognizes that as a property owner and manager in over 100 cities worldwide, it can contribute to the carbon reduction goals of municipalities and tenants.

Directly, Hines focuses on the energy-efficient operation of its buildings. By rigorously tracking energy consumption and refrigerants, Hines can account for GHG emissions. At present, Hines does not find that the conversion of energy consumption into carbon equivalents adds meaning to help the company manage buildings more effectively. Most Hines properties do not currently utilize electricity from renewable sources, except where provided in the standard grid power mix from local utilities.

Indirectly, adherence to the LEED, ENERGY STAR and other international sustainability certificates inherently reduces the carbon impact of new developments and building lifecycles. Additionally, the HinesGO® (GREEN OFFICE) for Tenants program provides practical GHG reduction-yielding tools for tenants.

Unavoidable leakage of refrigerant GHG emissions from cooling systems is tracked and reported monthly by building engineers at all U.S. properties. By testing and maintaining systems in peak condition, engineers work to avoid these emissions to the greatest extent possible in existing buildings.

Owens Corning Solar Array Parking Lot

Hines supported a major client, Owens Corning, in the installation of a 2.4-megawatt solar generation project at their Toledo headquarters. Located above 935 parking canopy spaces, the solar power system is composed of approximately 8,000 photovoltaic panels. The system can generate about 2.3 million kilowatt hours, or a quarter of the power used daily at Owens Corning headquarters.

Bike Sharing Pilot Programs

Many Hines properties offer bike sharing as a service for our tenants. Through app-based technology, tenants can check out bicycles to run errands and explore their communities, while minimizing traffic and emissions. It also encourages community health and the wellness of our tenants.

On-site Urban Beekeeping

Hines has partnered with Urban Bee to install and manage honey bee hives on the rooftop of 55 Second in downtown San Francisco. Bee populations are suffering severe population reduction caused by loss of habitat and pesticide use. As bees are an important part of the environment, food ecosystem and economy, Hines will explore more opportunities to support beekeeping.

Paper-Lite Program

The Global Document Center (GDC) created the Paper-Lite Program to reduce storage of paper documents by transferring them to digital data. By using the program, Hines offices reduce the costs of on-site and off-site storage space, supplies and manpower; lower audit risks and facilitate compliance and discovery; enhance data access, retrieval and knowledge sharing across the enterprise; and eliminate redundancy and increase efficiency. The program is governed by the Hines Document and Record Retention Policy and the Global Retention Schedule.

Once all the documents have been scanned and uploaded, the paper files are sent to Iron Mountain for shredding.

2006–2016 Secure Shredding — Environmental Benefits

225,576 pounds of paper recycled
1,893 trees saved
3,091,632 gallons of water saved
254,901 kWh electricity reduction
564 cubic yards of landfill reduction
Hines GREEN OFFICE Program

In 2008, Hines initiated HinesGO (Hines GREEN OFFICE) to measure and reward sustainable practices within Hines offices worldwide, and a year later Hines launched the program for voluntary participation by tenants. Leaf Credits are earned by implementing specific strategies or improvements in six categories: energy efficiency; people and atmosphere; reduce, reuse, recycle; LEED; travel and commuting; and remodeling and construction.

768 active tenants have achieved
29.3 million leased
square feet of GREEN
OFFICE tenants
36.7% of total occupied space firm-wide in the program

HinesGO Scorecard
Leaf Credits are earned by implementing specific strategies or improvements in six categories.
A minimum of 70 Leaf Credits qualifies an office for the GREEN OFFICE designation.

Hines Best Practices

Hines administers a Best Practices Program to promote innovation by operations, engineering, design and construction professionals. A best practice is defined as a documented tactic, strategy, process, new technique or new technology that produces superior performance and is readily adaptable to other Hines offices or properties.

Ideas are submitted to a committee, evaluated and approved if they meet standards for efficiency, value, applicability, creativity and quality. Awardees are acknowledged with various forms of recognition.

The global program currently represents more than 300 best practices submitted by over 82 teams and 218 individuals; five best practices were approved in 2016, two in the Engineering department and three in the Operations group.

Hines Procurement

Hines has partnered with Staples to supply eco-conscious products including paper, ink toner and printers as well as janitorial supplies and furniture. Many of these products meet environmental standards like EPA Safe Choice certified cleaners, Fair Trade certified coffees and ENERGY STAR certified electronics. Nearly 75 percent of paper products purchased by Hines meet advanced eco standards.

Contractor and Vendor Policies

Security and cleaning services are provided by third-party contractors in Hines-operated properties. Hines expects all of its service contractors to comply with applicable laws relating to payment of wages and benefits, worker health and safety, interacting with labor organizations and other workplace laws. U.S. security, cleaning and other contracts include clauses for insurance, liability, non-discrimination, confidentiality and Office of Foreign Asset Control (OFAC). Respecting labor union relations, Hines is committed to a position of neutrality, guided by the interests of its partners, investors, clients and tenants.

Tenant Manuals

Hines communicates property-specific procedures in tenant manuals, distributed in print and, increasingly, in digital formats. In addition to basic property management resources, security and emergency response instructions are included for medical, fire, earthquake, terrorism and other emergencies where applicable. Tenants are also oriented to heating, cooling and ventilation systems, and other automated systems, to ensure a balance of comfort and efficiency.

Tenant Satisfaction Surveys

Hines commissions a third party to conduct tenant surveys every other year. The survey includes sustainability-related questions to understand how tenants value green certification designations and building operations, which sustainable practices they are most interested in for their buildings, if they participate or would like to participate in the Hines GREEN OFFICE program, and how they rank their overall satisfaction with Hines’ sustainability practices.