11_MAR_2022_Attachment_A_DRAFT_Guest_Services_SOW-no_track_changes_1.pdf

Solicitation XXX ATTACHMENT A

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GUEST AND FOOD & BEVERAGE SERVICES

STATEMENT OF WORK

TABLE OF CONTENTS

A. INTRODUCTION/BACKGROUND

B. GENERAL REQUIREMENTS

C. GUEST SERVICES MANAGEMENT

D. FRONT DESK OPERATION

E. FOOD SERVICES

F. LAUNDRY SERVICES

G. HOUSEKEEPING/JANITORIAL

H. TRANSPORATION SERVICES

I. MAILROOM SERVICES

J. CLASSROOM/MEETING ROOM SETUP

Exhibit 1 – Site Map

Exhibit 2 – Government Furnished Property

Exhibit 3 – Designated Smoking Areas Map

Exhibit 4 – Facility Type Summary

Solicitation XXXX ATTACHMENT A

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A. INTRODUCTION/BACKGROUND

1. The Contractor shall provide hospitality and guest services at the U.S. Fish and Wildlife Service

National Conservation Training Center, located near Shepherdstown, West Virginia.

2. The National Conservation Training Center (NCTC) develops and conducts training courses and education services for the U.S. Fish and Wildlife Service (Service or FWS), other Federal agencies, environmental conservation groups, state organizations, Native American groups, the private sector, and others. Courses consist of multiple running sessions ranging from one to three weeks in duration. The NCTC also hosts multiple meetings of environmental conservation and community groups.

3. The NCTC has a daily guest count of 50 to 226 resident guests for an estimated annual visitation of 34,000 room nights. The NCTC can also receive up to 100 day guests, on top of a Service staff of approximately 120. Attendance will vary with the season; the heaviest attendance is anticipated in the fall, winter and early spring. The NCTC will conduct training for 49 weeks per year, excluding the one week period over the Thanksgiving holiday, and the two week period over the Christmas and New Year’s holidays. The NCTC anticipates having resident operations on campus approximately 20 weekends per year; however, this number could vary depending on demand and other Directorate considerations.

4. The NCTC Scheduling and Events Management (SEM) conducts a weekly delivery meeting with the contractor to review a two-week out business calendar and provides information on each class and event for the period. This meeting provides the opportunity for questions and clarifications for the upcoming business activities.

5. FACILITY DESCRIPTION: The NCTC is located approximately four miles north of

Shepherdstown, West Virginia, on Shepherd Grade Road. The site, comprised of approximately 533 acres, lies adjacent to the Potomac River. A boat ramp provides river access. The facility includes 20 individual buildings comprised of approximately 432,000 square feet. Buildings include: three housing units each containing 50 lodge rooms with private baths and a fourth housing unit containing 76 lodge rooms with private baths, a guest laundry and living room; the Commons containing a multipurpose room (Gallery), dining room, kitchen, Servery, a sundry sales shop and Social Center; the Physical Training facility containing a gym and exercise facility; the Entry/Auditorium building containing a 250 seat auditorium, museum, guest lobby, student/ guest reception desk and offices for Contractor facility operations and security personnel; the West Pond building containing classrooms, student breakout spaces, break and meal service space for up to 50 people; Rick Lemon (Lemon) and John Turner (Turner) buildings containing offices, classroom/seminar rooms, student breakout spaces, computer labs, computer server/ telephone switch rooms, and break service kitchenettes; the Laboratory building including classrooms, museum archives, and offices; a child care center; the Creative Resources building containing print and audio/visual production facilities and offices; the Central Plant mechanical building; ID Center containing office space; Wage Grade Facility containing office space, conference room, and locker rooms; Support Services containing office space, warehouse storage, garage, laundry, and parking facilities for facilities operations contract personnel and recycling bins; Guard House; and the Water/Waste Water Treatment buildings. For Site Map, see Exhibit 1.

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B. GENERAL REQUIREMENTS

1. PERFORMANCE OBJECTIVES

a. The Contractor is fully responsible for providing all the necessary services in a reliable, cost-effective, and timely manner and in such a fashion as to not impact the operations of the NCTC, disrupt its programs or exceed the contract cost ceiling. This includes providing the management, staffing, administration, and technical expertise necessary to meet the responsibilities listed in the contract.

b. These specifications state the performance objectives to be achieved by the Contractor.

Performance objectives (Objectives) are defined in this contract to mean results or goals to be achieved. Objectives are purposefully defined to mean results or goals to be achieved, with the expectation that the Contractor will exercise latitude in providing suggestions and recommending alternative facility operations and service plans.

c. The Contractor shall work closely with the Contracting Officer’s Representative (COR) to coordinate services and procedures, prepare and review budgets, schedules and work performance, and identify and remedy problems before they impact NCTC operations and programs. All submittals shall be sent to the COR unless otherwise stipulated in the statement of work.

d. The Contractor will provide the highest level of service at the most reasonable cost for each of the responsibility areas listed below:

i. Front Desk Operations;

ii. Hotel Reservations;

iii. Food and Beverage Services;

iv. Sundry Shop Operations;

v. Housekeeping/Janitorial in designated areas;

vi. Conference and Classroom Set-up;

vii. Laundry;

viii. Mailroom Services;

ix. Transportation Services.

x. Coordination of event billing information.

2. RESPONSIBILITIES EXCLUDED FROM THE CONTRACT

The following services are not included in this contract and will be provided under separate contract or by Service employees:

a. Trash offsite disposal;

b. Janitorial services in Support Services Warehouse, Central Plant, Water/Waste Water

Treatment, Wood Shop, Garages, O&M Contractor Offices;

c. Security;

d. Field mowing;

e. Telecommunication and government-provided computer/network equipment and systems operations and maintenance;

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f. Audio-visual equipment and systems operations and maintenance;

g. Childcare operations;

h. Landscape maintenance/snow removal;

i. Course and meeting registration, and billing;

j. Facility engineering, maintenance, and repair;

k. Authorizing the use of meeting rooms and lodge rooms; and

l. Pest Control.

3. HOURS OF OPERATION

NCTC hours of operation will vary based on user-group and the area of Contractor responsibility. Normal hours for NCTC staff and non-student guests will be 6:30 a.m. through 6:00 p.m., Monday through Friday, year-round excluding Federal holidays. Specific hours of operations for various contract responsibilities, including weekend use, are discussed in the below paragraphs. All services provided by the contractor shall be conducted to have minimal impact on NCTC programs.

4. TRANSITION REQUIREMENTS ON SUCCESSOR CONTRACT

a. For successor contracts, if necessary, transition requirements will be negotiated in accordance with the Federal Acquisition Regulations (FAR) Clause 52.237-3 – Continuity of Services.

b. All services required under this contract shall be maintained during this period.

c. SCHEDULES/SUBMITTALS. Submit the Transition Plan for the COR for review no later than sixty (60) days prior to the scheduled contract completion date, if necessary in accordance with the Clause 52.237-3. The COR will return comments within ten (10) days. The Contractor shall coordinate, incorporate COR comments and finalize the plan within ten (10) days of receipt of the COR’s comments.

5. FACILITY OPERATIONS PLAN

a. OBJECTIVES. The objective of the Facilities Operations Plan (FOP) is to provide a comprehensive document that explains in detail the day-to-day operations plan for NCTC guest services.

b. RESPONSIBILITIES. The Contractor shall fulfill the following responsibilities:

i. The contractor shall prepare a Facilities Operations Plan (FOP) and submit it for review and approval by the COR.

ii. The approved FOP will include but not be limited to the following operations sections: Contractor organization; emergency preparedness; energy management;

equipment/property operations and repair; financial systems; hotel management systems; fire protection; human resources; preventative maintenance; quality assurance; regulatory compliance; safety management; service agreements/subcontracting; training/orientation; work ordering/scheduling; and Service COR coordination and reporting requirements.

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8. INSTALLATION CLOSURE

iii. The Contractor shall maintain and update the FOP throughout the contract to reflect changes in staffing, Standard Operating Procedures (SOPs), definition of services, etc. All changes will be coordinated with and approved by the

COR.

iv. The FOP shall incorporate by reference other COR approved systems and plans required by the contract.

c. SCHEDULE/SUBMITTALS. Submit the FOP NLT ninety (90) days after contract award. The COR will return comments within thirty (30) days. After discussion with the Contractor, the COR will return the FOP to the Contractor to be finalized within fifteen

(15) days of receipt of the COR’s comments and resubmit for COR approval.

6.

The Contractor shall recognize that the services covered by this contract are vital to the Government’s mission, that continuity of operations must be maintained at the utmost proficiency without interruption, and that the continuity of contract operations is the responsibility of the Contractor.

7. EMERGENCY RESPONSE PLAN

a. The Government and Contractor must plan in advance how it will meet mission requirements in the event of an emergency situation. Emergency situations include: utility interruptions, fire, accident and rescue operations, labor disputes and strikes, civil disturbances, and natural disasters such as pandemics, earthquakes, and incapacitating storms and floods. The Contractor must be able to respond to such events without undue delay and impact on operations having in its employ a sufficient number of capable, qualified employees to properly, adequately, safely, and economically manage, operate, maintain, and account for contract operations.

b. As an aid to properly plan for such events, the Contractor shall prepare an Emergency Response Plan outlining in detail the methods the contractor shall use in meeting contract requirements during emergency situations including staff roles and responsibilities, staff training requirements, SOPs and reporting requirements. The Contractor shall assume its workforce will not be supplemented by the Government during an emergency.

c. Contractor participation in emergency response plans shall be mandatory in the event of an emergency regardless of time of occupancy.

d. SCHEDULE/SUBMITTALS. Submit the Emergency Response Plan to the COR for review NLT 60 days after contract award. The COR will return comments within thirty

(30) days. The Contractor shall coordinate, incorporate COR comments and finalize the plan within fifteen (15) days of receipt of the COR’s comments.

When an unforeseen closure occurs during normal duty hours, the Contractor shall, at the direction of the CO, accomplish work on a schedule and with necessary personnel as determined in coordination with the COR. All plant operations and emergency work will continue regardless of installation closure.

CONTINUITY OF OPERATIONS

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9. SAFETY/FIRE PREVENTION PROGRAM

a. The Contractor shall conduct operation in strict conformance with all FWS Safety Regulations (available on www.fws.gov), 29 CFR 1910 and 1926 of the Occupational Safety and Health Act. The Contractor shall implement a Safety/Fire Prevention program for employees performing work under this contract. This program shall be integrated into the Emergency Response Plan and clearly depict the safety and fire prevention and response measures.

b. ACCIDENT OR INJURY REPORTING. Accidents and injuries involving Contractor employees shall be reported to NCTC Security in accordance with the approved Emergency Response and Safety/Fire Prevention Plans. Technical advice and assistance necessary for reporting accidents may be requested from the COR.

c. FIRE PREVENTION. The Contractor shall comply with the FWS fire prevention program, as well as all local, State, and Federal permit, code and inspection requirements.

d. SCHEDULE/SUBMITTALS. Submit the Safety/Fire Prevention Program to the COR for review NLT 60 days after contract award. The COR will return comments within thirty

(30) days. The Contractor shall coordinate, incorporate COR comments and finalize the plan within fifteen (15) days of receipt of the COR’s comments.

10. QUALITY CONTROL

a. OBJECTIVES. The objectives of the quality control (QC) system are:

i. Develop and maintain a high quality, seamless experience for NCTC resident students, guests, and staff;

ii. Implement and maintain a QC system that identifies and corrects potential and actual problem areas before they impact NCTC operations, programs, and established quality of service; and

iii. Develop a quantifiable system in sufficient detail that Contractor performance in all responsibility areas can be measured.

b. QUALITY CONTROL PLAN. The Contractor shall prepare a Quality Control Plan (QCP) describing in detail the contractor’s quality control (QC) system. The QCP shall provide the necessary supportive details and procedures to allow the COR to review and ascertain the adequacy of the Contractor’s plan. The Contractor shall implement the QCP after COR approval.

c. QCP REQUIREMENTS. The Contractor’s QC system shall be geared toward continuous process improvement activities involving everyone in the organization in a totally integrated effort toward improving performance at every level. The QC system should provide workers at all levels of Contractor management, including top management, an effective and efficient means of identifying and correcting potential and actual problems, http://www.fws.gov/

-7-and of constantly improving work processes and procedures, throughout the entire scope of operations. The QCP should address the following:

i. The Contractor’s quality control organization and staffing levels as related to workload.

ii. The Contractor’s policy and objectives around quality.

iii. How the Contractor’s organizational structure and the operating procedures provide for internal communication, cooperation, and teamwork around quality control and constant quality improvement.

iv. Training in QC and quality improvement methods.

v. Specific surveillance, with check and balance methods to be used, including performance indicators, process improvement methods, and statistical analysis, and reporting methods to track performance.

vi. Processes for corrective action without dependence upon Government direction.

The Contractor shall respond quickly and affirmatively to deficiencies discovered during performance. The Contractor shall identify and correct problem areas.

Records shall be kept of these areas, and the communication methods above shall include corrective action reporting. Short term remedial actions and long-term solutions shall be described.

vii. Ensuring the efficiency and effectiveness of scheduling and workflow control methods.

viii. Methods of written and verbal communication with the COR regarding performance of the contract, to include formal meetings and informal interactions.

This must include, at a minimum, a monthly briefing on the QC to the COR on the quality of service in each of the major responsibility areas, including:

problems found, customer complaints received, corrective actions recommended and accomplished and the status or previously implemented improvement initiatives. Actions shall be tracked from month to month until accomplished.

ix. QC requirements for subcontracted supplies and services and demonstrated source competition.

x. QC requirements for the Contractor’s equipment and tools.

xi. Requirements for automation and paperwork reduction. Automation will be used for reporting and communicating with the COR wherever practical.

xii. Data collection and other documentation, to include documentation flow and control, and associated files maintenance and organization. The Contractor shall maintain records of all quality control checks, corrective actions and the process improvement studies and implementations. These files shall be made available to the COR whenever requested. The Contractor shall retain his quality control files

-8-for not less than one year after completion or termination of the contract.

d. SCHEDULE/SUBMITTALS.

i. Submit the QCP to the COR for review NLT ninety (90) days after contract award. The COR will return comments within thirty (30) days. The Contractor shall coordinate, incorporate COR comments, and finalize the plan within fifteen (15) days of receipt of the COR’s comments. A copy or the finalized QCP will be provided to the CO.

ii. The Contractor and the COR shall agree on a regular schedule for a QC briefing.

At a minimum, the briefing shall be held monthly after approval of the QCP.

11. FACILITY SECURITY/CONTROL

a. FRONT GATE CONTROL. The NCTC is a limited access facility with controlled gate openings and closings. The facility is not open to the general public except under special invitation. During normal operations, the front gate will be open from 5:30 AM until 9:00 PM, Monday through Friday and closed at all other times. Admission to the site must be arranged with NCTC Security during all closed-gate times. The gate is equipped for access by either using a PIV Card or by Security via the intercom control located at both the entrance and exit side.

b. SECONDARY GATE. A second gate is located behind the Support Services complex and provides secondary emergency/fire access to the site from Terrapin Neck Road. The gate shall remain locked except in the event of a special need. The Contractor shall contact Security or the COR for approved use.

c. TREATMENT FACILITY GATE. A third gate provides access to the Water and

Wastewater Treatment facilities and boat ramp. The gate shall remain locked except as necessary to pass deliveries and Contractor personnel. The Contractor shall contact Security or the COR for approved access.

12. KEY CONTROL SYSTEM

a. OBJECTIVE. The objective of the Key Control System is to maintain a high level of security at all NCTC facilities.

b. GENERAL REQUIREMENTS.

i. The Contractor shall be provided, through signature of, master keys to all NCTC facilities affected by the Contractor’s service areas. The Contractor shall establish a system to manage facility keys and ensure keys are not lost, duplicated, or used by unauthorized persons. Report any occurrence of lost or compromised key(s) to the COR within 24 hours.

ii. The use of Government-issued keys by any person other than authorized

Contractor employees is prohibited.

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c. KEY SCHEDULE. The Contractor shall maintain a list of all assigned keys which shall be available to the COR at all times.

13. ELECTRONIC KEY REQUIREMENTS

a. The Contractor shall be provided master electronic keys and is assigned head oversight of these keys. Electronic keys currently open the individual guest lodge room. Additional electronic keys may be instituted on classrooms or other rental spaces.

b. The use of electronic keys by any person other than authorized Government and

Contractor employees is prohibited.

c. The Contractor shall immediately establish a Key Schedule and maintain a list of all assigned electronic keys which shall be available to the COR at all times.

d. The Contractor shall maintain the electronic key data and swipe system directly interfaced with the hotelier guest service system so that the two systems manage guest room access from the Front Desk Check In/Out system.

14. PROPERTY CONTROL SYSTEM

a. OBJECTIVES. The objective of the Property Control System (PCS) is to track property in such a way as to minimize loss, and hence replacement costs, and to ensure adequate inventory so that NCTC operations are unimpeded.

b. GENERAL REQUIREMENTS.

i. The property contained in Exhibit 2 is provided for the Contractor’s use under this contract, in accordance with FAR 52.245-1 Government Property. The Government-Furnished Property List is hereby incorporated as Exhibit 2 to the contract.

ii. The Contractor shall establish and maintain an electronic Property Control System for the use, maintenance, repair, protection, and preservation of Government property (including Government-furnished and Contractor-acquired property) in accordance with sound business practices and the applicable provisions of FAR Subpart 45.5. The system shall be fully documented (Property Control Plan) and maintained throughout the life of the contract and a copy provided to the Contracting Officer, including any updates, as they are made.

iii. The Contractor shall establish and maintain an electronic record (i.e. spreadsheet format) of all Government-Furnished Property provided in Exhibit 2, as well as, any Contractor-Acquired Property that shall be added to the list. Together, the Government-Furnished Property (GFP) and Contractor-Acquired Property (CAP) shall be referred to as Government Property. The record shall delineate either GFP or CAP for each item. The record shall also identify the following for each property item: description of item; manufacturer; model number; serial number, location, date acquired, value, and assignee.

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iv. The Contractor’s records are the official property records and shall be accurate and compatible with the Government’s records. Records shall be made available to the CO and COR as a monthly report on activity, in electronic form.

v. The Contractor shall maintain “custodial records” such as stock record books and inventory lists used for reordering and monitoring materials, stocks, and guest replacements (i.e. linens, china). For purposes of this clause, “material” refers to expendable or consumable items that have a useful life of less than one year.

vi. GFP Inventory. Annually, the Contractor and the Government will complete a joint inventory of all GFP. This inventory will be conducted when student and guest activity is minimal. Items of equipment missing or not in working order shall be reported to the COR. The Contractor and the Government will jointly determine the working order and condition of all equipment.

c. SCHEDULE/SUBMITTALS.

i. The Property Control Plan shall be submitted to the Contracting Officer within 90 days after contract award, and updates shall be submitted as they occur.

ii. The Contractor shall submit a quarterly property report that summarizes all property additions and deletions (including disposition) for the previous quarter.

This report shall be submitted quarterly for property actions completed during the previous quarter. Written receipts or invoices of all Contractor-acquired property, as well as, warranty information, shall be maintained as record.

iii. The Contractor’s property control records shall be made available to the CO or

COR as requested, in either electronic or printed form.

15. OTHER CONTRACTS

a. The Government may award other contracts at NCTC. These contracts will be awarded independently from this contract under FAR procedures. The COR will notify the Contractor of all pending contract awards that may impact Contractor operations.

b. The Contractor shall work as part of a team, and fully cooperate with all other contractors and Government employees and shall carefully adapt scheduling and performance of work under this contract to accommodate such additional work.

16. IT HARDWARE/SOFTWARE

a. The Contractor shall provide all hardware, software, and technical support for an integrated hotel management system covering systematic reporting, tracking, point of sale system (including related point of sale terminals for Dining Hall, Gift Shop, Bar, and remote/temporary setup(s)), front/back office, and hotel scheduling requirements. Areas to be covered include: guest room conditioning/wake-up calls, integration with Mitel PBX, integration with electronic key system, reservations, transportation scheduling, -11-emergency/service calls, accounting/invoicing, staff utilization, inventory management, and interface with electronic reader boards.

b. The hotel management system provided by the Contractor must meet commercial standards for protecting Payment Card Industry (PCI) and Personally Identifiable Information (PII) and validate proper implementation of the system to ensure PCI/PII protection.

c. The Government will provide access to public internet.

d. The Contractor shall provide training to NCTC’s Scheduling and Events Management

(SEM) personnel on use of the Sales and Catering tasks of the PMS within the first 30 days of contract award.

e. The Contractor shall be responsible for integration and transfer of existing system data for the previous 5 years.

f. The Government will provide the hardware and software for contract employees whose positions require access to the Government’s network.

i. All contractors who have access to a Government computer must take the annual

Federal Information Systems Security Awareness + Privacy and Records Management (FISSA+) training and may be subject to additional privacy act, appropriate use, and other online security training. The website and instructions for the training will be provided by the COR.

ii. The contract employees must sign a Statement of Responsibility (SOR), FWS Form 3-2212, that states they have read the USFWS IT Appropriate Use Policy and other applicable IT security policies.

iii. Additionally, the contract employees must sign a Nondisclosure Agreement FWS Form 3-2235 (NA) and Password Control Document FWS Form 3-2211 (PCD).

One original signed copy shall be retained by the contractor and one original signed copy shall be forwarded to the COR.

iv. All forms will be provided to NCTC IT Management.

g. SCHEDULES/SUBMITTALS.

i. After reviewing the NCTC IT platform, the Contractor shall submit any software/hardware requirements, as well as recommendations on how to create a paperless environment NLT ninety (90) days after contract award, and annually thereafter.

ii. The SOR, NA, PCD, and FISSA+ completion certificate for each applicable employee shall be submitted within 30 days of assignment.

h. The NCTC will be operated as a paperless environment where practical. This includes interaction among the Contractor, COR, and designated NCTC staff. The Contractor and COR will establish needs for connectivity, access to documents, and lines and methods of communication on all reports, invoices, and other documentation required under this

i. SCHEDULES/SUBMITTALS.

i. After reviewing the NCTC IT platform, the Contractor shall submit additional software/hardware requirements, as well as recommendations on how to create a paperless environment NLT ninety (90) days after contract award, and annually

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ii. The SOR, NA, PCD, and FISSA+ completion certificate for each applicable employee shall be submitted within 30 days of assignment.

17. TOBACCO CONTROL

The NCTC is a smoke-free environment. The Contractor and its employees shall not smoke, vape, or use tobacco products within any NCTC buildings. Outdoor smoking areas have been established for employees per the Designated Smoking Areas (DSA) map. See Exhibit 3.

18. SERVICES, SUPPLIES, MATERIALS, EQUIPMENT FURNISHED BY THE

CONTRACTOR

a. The Contractor shall make recommendations on the services, supplies, materials and equipment, above and beyond that already available, required to operate the NCTC, and

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b. The Contractor shall not purchase any items that are not required to perform this contract.

19. PURCHASING

a. The Contractor is authorized to purchase the following items, without prior written approval, for the performance of this contract:

i. Replacement linens, lamps, and consumables for Guest Rooms;

ii. Food & Beverage items;

iii. China, glassware, utensils, and kitchen supplies;

iv. Kitchen equipment less than $3,500;

v. Cleaning Supplies;

vi. Office supplies for the Contractor’s use only under this contract.

b. Prior written approval from the COR must be obtained before purchasing the following:

i. Computer/Telecom, Copier Equipment;

ii. Software;

iii. Furniture;

iv. Any single purchase costing $3,500 or more.

c. No vehicles shall be purchased or leased by the Contractor, unless approved by the

Contracting Officer in writing.

d. The Contractor shall competitively procure supplies, materials, and other products in order to obtain the best value for the Government (the best quality for the lowest price).

Mandatory sources, as well as, small businesses shall be used, unless none are available.

Purchasing files shall include a statement of need, sources solicited, quotes received, and rationale for the vendor selected. The contractor shall refer to and comply with applicable FAR Clauses.

e. Pursuant to Executive Order 13693, Planning for Federal Sustainability in the Next

Decade, the Contractor shall investigate and purchase environmentally friendly products, biobased products, recyclable materials, and reusable wares, to the maximum extent possible and/or practical.

f. The Contractor shall maintain the purchasing records and the records shall be available at all times for review by the CO or COR.

20. STANDARDS OF CONDUCT AND RESTRICTIONS. The Contractor shall conform to standards of conduct as follows:

a. No Contractor employees shall solicit new business while performing work under this

b. The Contractor and its employees shall refrain from discussing with unauthorized persons

-14-any information obtained in the performance of work under this contract.

c. The Contractor and its employees shall conduct only such business as covered by this contract during periods paid by the Government. Business not directly related to this contract shall not be conducted on Government premises.

d. Use of computer systems and other Government facilities for company or personal use is strictly prohibited.

e. The Contractor shall not employ any person on this contract which would result in a conflict of interest as determined by the Contracting Officer.

21. VEHICLES

a. CONTRACTOR EMPLOYEE VEHICLES. All Contractor personnel parking privately owned vehicles (POV) on NCTC property must have a current state registration, proof of insurance and be operated by a licensed driver. Contractor personnel POVs shall be parked only in designated areas onsite. All POVs shall be registered with the NCTC Security and receive a windshield parking permit sticker.

b. CONTRACTOR-ASSIGNED VEHICLES. Contractor-assigned vehicles operated at the

NCTC must comply with onsite motorpool requirements and submit to the COR on annual basis Form 3-2267 Authorization for Operation of Motor Vehicles and/or Equipment by all employees using Government vehicles. Contractor-assigned vehicles will be kept in a neat and clean appearance at all times, and in compliance with State inspection requirements. The Contractor shall be responsible to contact the NCTC Motorpool for unscheduled maintenance. Mileage shall be reported at the end of month to the NCTC Motor Vehicle Program Coordinator.

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C. GUEST SERVICES MANAGEMENT

1. OBJECTIVES

The Contractor, as guest services manager, is fully responsible for providing, in a reliable, cost-effective and timely manner, all the services necessary to ensure the successful operation of the NCTC in such a fashion as to not negatively impact the operations of the NCTC, disrupt its programs or exceed the contract cost ceiling. This includes management, staffing, administration, and technical expertise necessary to meet the responsibilities listed in the

2. PERSONNEL

a. The Contractor shall designate an on-site General Manager in writing who has complete authority to act on behalf of the Contractor during the term of this contract.

b. The Contractor shall obtain the approval of the CO prior to the replacement of key personnel or the increase in staffing sections, in accordance with the contract.

c. All matters pertaining to the employment, supervision, compensation, promotion, and discharge of such employees are the responsibility of the Contractor, which is in all respects the employer of such employees.

d. PERSONNEL LIST. The Contractor shall prepare and maintain an up-to-date personnel listing for all contract employees, subcontractors, their duty work hours, and their areas of responsibility. In the event of a change in employees the Contractor shall regularly update the personnel list. The COR will have access to the personnel list as needed or required.

e. BACKGROUND CHECKS. The contractor shall conduct pre-hiring security and background investigations on all employees to be assigned to the NCTC under this contract. This information shall be released to the Contracting Officer, if requested. All contractor employees working under this contract are subject to further background investigations by the Government, at the Government’s expense.

f. CONTRACTOR PERSONNEL SECURITY AND SUITABILITY REQUIREMENTS.

Performance of this contract requires contractor personnel to have a Federal government-issued Personal Identity Verification (PIV) credential before being allowed unsupervised access to a DOI facility. The COR will be the requesting official and will make arrangements through a DOI Access Card Sponsor for personal identity verification and DOI Access Card issuance.

At least two weeks before start of contract performance, the Contractor must identify all contractor and subcontractor personnel who will require physical access for performance of work under this contract. Physical Access means routine, unescorted or unmonitored access to nonpublic areas of a federally-controlled facility. The Contractor must make their personnel available at the place and time specified by the COR or DOI Access Card Sponsor in order to initiate screening and background investigations. The following forms and inquiries, or their equivalent, will be used to initiate the credentialing process:

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• OPM Standard Form 85 (Questionnaire for Non-Sensitive Positions) or 85P (Questionnaire for Public Trust Positions)

• OF 306 (Declaration for Federal Employment)

• National Criminal History Check (NCHC) (local procedures may require the fingerprinting to done at a police station; in this case, any charges are to be borne by the contractor)

• Release to Obtain Credit Information

• PIV card application (web-based)

Before starting work under this contract, a National Criminal History Check (NCHC) will be initiated to verify the identity of the individual applying for clearance and to determine the individual's suitability for the position. If the NCHC adjudication is favorable, a DOI Access Card will be issued for that individual. If the adjudication is unfavorable, the credentials will not be issued and the contractor must make other arrangements for performance of the work. In the event of a disagreement between the Contractor and the Government concerning the suitability of an individual to perform work under this contract, DOI shall have the right of final determination.

Contractor employees must give, and authorize others to give, full, frank, and truthful answers to relevant and material questions needed to reach a suitability determination.

Refusal or failure to furnish or authorize provision of information may constitute grounds for denial or revocation of credentials. Government personnel may contact the contractor personnel being screened or investigated in person, by telephone or in writing, and the Contractor must ensure they are available for such contact.

Alternatively, if an individual has already been credentialed by another agency through OPM, and that credential has not yet expired, further investigation may not be necessary.

In that case, the contractor must provide the COR with documentation that supports the individual's credentialed status.

Contractor employees who have been successfully adjudicated will be issued DOI Access Cards, which must be activated at a USAccess Credentialing Center. Those Contractor employees not located within a reasonable travel time of a USAccess Credentialing Center will be screened and issued alternate credentials, such as temporary access badges.

During performance of the contract, the Contractor must keep the COR apprised of changes in personnel to ensure that performance is not delayed by compliance with credentialing processes. Cards that have been lost, damaged, or stolen must be reported to the COR and Issuing Office within 24 hours. If reissuance of expired credentials is needed, it must be coordinated through the COR.

At the end of contract performance, or when a contractor employee is no longer working under this contract, the Contractor must ensure that all identification cards are returned to the COR.

This requirement must be incorporated into any subcontracts that require subcontractor personnel to have routine unsupervised access to a federally-controlled facility for more than 180 calendar days.

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g. IDENTIFICATION BADGES. Contractor employees will be issued identification badges and shall wear the badges in a visible location at all times while on site.

h. APPEARANCE OF CONTRACTOR PERSONNEL.

i. The Contractor and COR will develop a uniform standard for all Contractor employees. Uniforms, logos and colors used will be standardized to fulfill NCTC graphic and identity expectations, as coordinated with the COR.

ii. The Contractor shall ensure all employees are well groomed and neat in appearance at all times while on duty. Shorts or undershirts shall not be permitted as outer apparel.

iii. UNIFORMS. All personnel working in the facility on a day-to-day basis, including on-site supervisors, shall wear an approved uniform such as coveralls, uniform shirt and trousers, or uniform blouse and skirt or slacks. Supervisors shall be easily recognizable, through either distinctive clothing or an easily read badge or monogram. Every employee shall be in uniform prior to entrance on duty.

i. The Contractor shall not allow any employee to perform work under this contract who is under the influence of alcohol, drugs, or any other incapacitating agents.

j. The COR may require removal from work on this contract any employee who is identified as a potential threat to the health, safety, security, general well-being or operational mission of the facility and its population.

k. All Contractor employees shall be United States citizens or an alien who has been lawfully admitted for permanent residence.

l. The Contractor shall use designated entrances, exits, and parking as established by the COR. The contractor will be issued parking passes from employees working on this contract which must be visibly displayed on the vehicle at all times while on campus.

m. The Contractor shall restrict its employees to assigned work areas only and to scheduled working hours.

3. EMPLOYEE CERTIFICATION

a. FOOD SERVICE. The Contractor shall be responsible for complying with all applicable Federal, State, county, and local sanitation laws, codes, and regulations in connection with the performance of food services.

b. LICENSES, PERMITS, AND BONDING. All Contractor and subcontractor personnel engaged in the activities specified by this contract shall be required to possess certificates of training, licenses, permits, and bonding as required by the State, county or other local jurisdictions, and as specified in the contract for each activity they will be directly engaged in or supervise.

c. SCHEDULE/SUBMITTALS.

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i. The Contractor shall have available a complete listing of all certificates of training, licenses, permits, and bonding (or Employee Dishonesty Insurance Coverage) required for each employee on the contract available for review by the COR as needed.

ii. The Contractor shall ensure that the above listing is current and that all contract employees maintain their respective certificates of training, licenses, permits and bonding in a current status.

iii. Notify COR of new employees.

4. SUPERVISION

a. The Contractor shall ensure that all work required by this contract is satisfactorily supervised. The FOP, staffing, subcontracting, and QC plans will detail how the Contractor will fulfill this responsibility. An on-site supervisor(s) shall be available at all times while contract work is in progress to receive notices, reports or requests from the

b. The contractor shall have in its employ at all times a sufficient number of capable and qualified employees to properly, adequately, safely, and economically manage, operate, maintain, and account for contract operations.

c. Supervisory employees must be able to read, write, and speak English.

d. Government employees are not authorized to exercise either direct or indirect supervision over the Contractor employees, or provide individual direction in the performance of work activities. The Contractor shall immediately notify the CO of any infractions.

5. QUALIFICATION OF KEY PERSONNEL

a. QUALIFICATIONS OF THE GENERAL MANAGER

The General Manager should possess a four (4) year degree in Hospitality Management, Business Administration, or related field, and at least ten (10) years of recent experience in the management and supervision of food services, housekeeping, and guest services of comparable facilities having the approximate size, characteristics, and service mix as NCTC. Experience in resident adult education and guest services/hospitality is highly desirable. The General Manager should have demonstrated skills and knowledge in planning for, establishing, and maintaining the management and structural organization needed to continue full, unimpeded operations of NCTC.

b. QUALIFICATIONS OF THE CONTROLLER/ACCOUNTANT

The Controller/Accountant should possess a Bachelor of Science degree in Finance or Accounting, and at least three (3) years of recent responsible experience in accounts payable, accounts receivable, payroll, ledgers, budgeting, auditing, cost control and

-19-inventory control. Should have experience in a hotel or guest service environment, including guest portfolio and customer billing.

c. QUALIFICATIONS OF THE GUEST SERVICES MANAGER

The Guest Services Manager should have a two (2) year degree in Hospitality Management, Business Administration, or related field. The Guest Services Manager should possess five (5) years of recent responsible experience in the management and supervision of commercial housekeeping, conference set-up, and guest services comparable in size and characteristics of the NCTC. The Guest Services Manager should have experience in managing a variety of guest services including, but not limited to, transportation, reservations, billing, front desk, laundry, housekeeping, and classroom and meeting room setup.

d. QUALIFICATIONS OF THE MANAGER-ON-DUTY (MOD)

The MOD should have a two (2) year degree in Hospitality Management or related field. The MOD should possess at least three (3) years of recent responsible experience in the management and supervision of commercial housekeeping, conference setup, and hospitality services comparable in size and characteristics of the NCTC. The MOD shall maintain all services during evenings and weekends or at times whereas the Guest Services Manager is not on the NCTC. The MOD should have specific experience in managing a variety of guest services including, but not limited to, transportation, reservations, billing, front desk, laundry, housekeeping, and classroom and meeting room setup.

e. QUALIFICATIONS OF THE FOOD SERVICES MANAGER

The Food Services Manager should have a two (2) year degree in Hospitality Management, Business Administration, Culinary Arts Management, or related field.

The Food Services Manager should possess at least five (5) years of experience in the management of a food and beverage operation comparable in size and characteristics to NCTC. Experience and training should be in the following areas: Supervision, budgeting, pricing and cost control, catering, menu planning, automated ordering/inventory systems, and Point-of-Sale Systems.

f. QUALIFICATIONS OF THE CHEF

The Chef should have a two (2) year degree from a Culinary Arts School or Program.

The Chef should possess at least three (3) years of experience at the sous chef level or higher, and in managing a kitchen staff. Experience and training should be in the following areas for a food services operation comparable in size and characteristics to NCTC: Food preparation and quality control, supervision and training, menu planning, nutrition, catering, budgeting, ordering and inventory.

6. QUALIFICATIONS OF SUPERVISORY EMPLOYEES

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All supervisory personnel other than the General, Guest Services, and Food Services Managers shall possess at least three (3) years of recent (within the past five years) experience in supervising personnel and demonstrated responsible and successful work experience in their areas of specialty. Personnel shall have experience in resident adult education, guest services, and/or hospitality facilities.

7. EMERGENCY CONTACT LIST

a. The Contractor shall prepare and keep current a list of after-hour telephone numbers for all Contractor key personnel and all other essential personnel, which will be made available to the COR at all times.

b. After normal business hours the key personnel shall have the capability to be available at the site within one hour of notification by the COR.

8. REVENUE ACCOUNTING

a. All revenues collected belong to the Government.

b. The Contractor shall maintain books and records reflecting the results of operating the NCTC on an accrual basis in accordance with generally accepted accounting procedures for similar institutions and hotel/guest service operations.

c. The Contractor is responsible for estimating, planning, scheduling, budgeting, authorizing, controlling, and accumulating all costs and manpower associated with contract activities, including Contractor’s procurement functions.

d. The Contractor shall maintain weekly reports of revenue by source (front desk, dining, lounge, gift shop, and shuttle) and by method of payment (cash, credit card, board plan or billings). These reports shall be made available in paper or electronic format for inspection by the Government at all times and copies provided as requested.

e. The Contractor shall provide to the NCTC Division Manager of Facility Operations, the

Branch Manager of Scheduling and Events Management (SEM), and the COR a monthly internal and external billing report.

f. The Contractor shall develop and maintain a level of record keeping sufficient to accomplish the above functions and provide comprehensive, timely, and accurate electronic and written reports.

9. SUNDRY/GIFT SHOP

a. The Contractor shall operate and maintain a sundry/gift shop in a designated space on the first floor of Commons.

b. Items to be stocked include travel size toiletries, wearing apparel with Government logo, books, mugs, postcards, and other small gift items that have been approved by the COR.

Priority should be given to U.S.A. made products. All new items must be approved by the COR prior to ordering.

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c. The Contractor shall be responsible for inventory accountability and re-ordering.

d. Selling prices shall be coordinated with and approved by the COR.

e. The sundry/gift shop shall be operated for two hours in the early afternoon to coincide with the lunch period and for two hours during the evening dinner period. Days of operation shall be Monday through Friday, with Fridays only on open weekends. Specific hours of operation shall be coordinated with the COR.

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D. FRONT DESK OPERATION

The quality of guest services including food service, overnight accommodations, and enthusiastic responsiveness to resident student needs and questions, represents a major aspect of the training experience at NCTC. The primary objective of these services is to offer a comfortable environment where students can learn, rest, and interact with fellow students and NCTC staff, and find quiet personal time. The Contractor shall endeavor to deliver guest services in such a way that the student or guest encounters no inconveniences or conflicts that would distract from their training experience. Food services, fitness activities, lodging, and the Social Center are provided strictly as a support service to enhance the learning environment. It is important that all guest services be managed to enhance this experience. Guest services will be managed and coordinated from the Front Desk operation.

2. GENERAL REQUIREMENTS. The Contractor shall have the following responsibilities:

a. The Contractor shall operate a traditional hotel-style front desk operation at the NCTC and coordinate student and guest attendance with housekeeping, food services, security, and transportation.

b. The Front Desk shall serve as the primary contact point for day and resident students.

c. The Front Desk shall serve as the primary visitor contact station for guests and the public seeking information or directions about NCTC facilities and programs. The Front Desk shall refer requests for information about specific programs or facilities questions to the appropriate Service staff.

d. The Contractor shall provide all management, services, materials and supplies, labor and equipment to maintain and operate the front reception desk in a highly professional and hospitable way.

e. The Contractor shall implement a diligent and comprehensive training effort to ensure that Front Desk staff is well versed in hospitality and pays close attention to visitor services and needs.

f. The Front Desk shall serve as the visitor’s point of contact for issuing parking passes, use of electric vehicle (eV) charging stations signing out recreational fishing equipment and binoculars, , requesting additional guest room supplies or sundries, and coordinating…