250000000939 Schedule A - Professional Services - Bidder Box v7.docx

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Michigan.gov/MiProcurement SCHEDULE A – STATEMENT OF Work Request for Proposal No. 250000000939 DMVA Front Desk and Laundry Services This schedule identifies the anticipated requirements of any Contract resulting from this RFP. The term “Contractor” in this document refers to a bidder responding to this RFP, as well as the Contractor who is awarded the contract. The term “Bidder” is used to identify where specific responses to the RFP are required.

The Contractor must respond to each requirement or question and explain how it will fulfill each requirement. Attach any supplemental information and appropriately reference within your response.

IMPORTANT NOTE TO CONTRACTORS/BIDDERS: There are specific requirements for which acceptance must be simply acknowledged through a checkbox(es), and others that require further explanation. Click the appropriate checkbox and complete the entries as appropriate.

BACKGROUND

The Department of Military and Veterans Affairs (DMVA) is seeking a single contractor to perform full service lodging operations that include Front Desk Guest Services and Laundry services for the Fort Custer Education Center (FCEC) located at Fort Custer Training Center in Augusta, Michigan. The FCEC is operated and maintained as a premier lodging and conference facility dedicated to providing clean and well-maintained overnight accommodations to its customers. The FCEC is open 24 hours, 7 days per week, excluding some federal holidays. The FCEC has 243 lodging rooms, event spaces for meetings, and on-site training rooms. Guest at the FCEC include but is not limited to Michigan Army and Air National Guard personnel, Department of Defense active service members and personnel from other government entities, and authorized civilians worldwide.

SCOPE

The scope of work for this contract is for a Contractor to provide on-site full service lodging operations at the FCEC to include Front Desk and Laundry Services.

1. Requirements

1.1. General Requirements

A. Front Desk Services:

The Contractor must provide a support team of up to 10 personnel for Front Desk Services. The Front Desk staff will consist of the following:

· One (1) full-time onsite supervisor (shifts are typically 8 hours a day and shall ensure supervision of all shifts. Ensuring supervision means overlapping day and afternoon shifts for the onsite supervisor).

· Four (4) full-time front desk personnel (shifts are typically 8 hours per shift 5 days a week, not to exceed 40 hours a week).

· Four (4) part-time front desk personnel (shifts are typically 8 hour shifts less than 4 days a week not to exceed 32 hours per week).

· One (1) full-time laundry specialist (shifts are typically 8 hours per shift 5 days a week not to exceed 40 hours per week).

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Bidder must describe how they comply with the above requirement(s):

B. The Contractor Front Desk support team Hours of Operation may vary where needed to assure front desk coverage. Typical shifts for Front Desk Operations are as follows:

· Day Shift – 0700 to 1500 (7:00 am to 3:00 pm)

· Afternoon Shift – 1500 to 2300 (3:00 pm to 11:00 pm)

· Night Shift – 2300 to 0700 (11:00 pm to 7:00 am)

· Laundry specialist – 1300 to 2100 (1:00 pm to 9pm) these hours are flexible.

The Contractor must always maintain an adequate work force for uninterrupted performance of duties. Observed Federal Holidays are: New Years Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving and Christmas Day.

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Bidder must describe how they comply with the above requirement(s):

C. The Front Desk staff deliverables are as follows:

· Full-Time Onsite Supervisor is responsible for supervising both full and part time employees, including the Laundry Specialist.

· The supervisor is responsible for the day-to-day operations of the Front Desk.

· The supervisor performs front desk scheduling based off occupancy, work planning and duty assignments of front desk staff to ensures accountability and quality of work for contracted employees.

· The supervisor mentors, trains, and evaluates the performance of the Front Desk staff.

· The supervisor ensures adherence with the Front Desk contracts deliverables, as well as standards, and policies set in place at the FCEC.

· The supervisor provides an interface with janitorial and housekeeping operations at the FCEC.

· The supervisor fields questions about group reservations, individual reservations, and event planning as well as, coordinates with group reservations, individual reservations, and event planning.

· The supervisor receives and forwards group reservations requests to Fort Custers scheduling officer.

· The supervisor creates supply orders and inventories orders for accuracy. The supervisor supports all reservation functions.

· At the end of events or training the full-time onsite supervisor will ensure that building and classrooms are returned to original condition and property returned.

· The supervisor also troubleshoots reservation software systems as necessary and makes phone calls to technical support for fixing issues related to software used at the front desk.

· The supervisor is expected to handle day to day issues and problems in a professional manner, and responds to guest concerns, and complaints in a manner that resolves the problems.

· Supervisor shifts are typically 8 hours a day and shall ensure supervision of all shifts. Ensuring supervision means overlapping day and afternoon shifts.

List all exception(s):

Bidder must describe how they comply with the above requirement(s):

Full-Time Front Desk Staff will perform the following Front Desk duties:

· Welcomes guests arriving at Front Desk, check in guest, check out guest, provide information on hotel services, the installation or area locations and activities.

· Makes and processes reservations for incoming guests based on room availability.

· Interview incoming guests to determine room assignment, assists clientele in the completion of required forms and/or registration cards, answer questions pertaining to rules and regulations governing the assignment and use of quarters, issues room key, provides statement of non-availability when applicable, posts registration information on the registration card, informs guests of facilities and equipment, and other facilities available on post.

· Computes charges for guests checking out, receives payments and room keys, provides receipts, answers billing questions and concerns, and other duties as assigned.

· Full time front desk staff may also have to answers questions of other employees on procedures, policies, and directives, provides leadership, guidance and oversight in program operations, provides on-the job training to new employees, conducts on-the-job training and instruction of desk clerks, demonstrates work methods, provides work related guidance, resolves routine work related problems.

· Make public announcements on PA system during emergency situations.

· Receive training on the hotel management software system utilized at the FCEC.

· Full time contractors will be able to perform all task part time contractors are responsible for. Full time shifts are typically 8 hours per shift 5 days a week, not to exceed 40 hours a week.

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Bidder must describe how they comply with the above requirement(s):

Part-Time Front Desk Staff will perform the following duties:

· Welcomes guests arriving at Front Desk, check in guest, check out guest, provide information on hotel services, the installation or area locations and activities.

· Makes and processes reservations for incoming guests based on room availability.

· Interview incoming guests to determine room assignment, assists clientele in the completion of required forms and/or registration cards, answer questions pertaining to rules and regulations governing the assignment and use of quarters, issues room key, provides statement of non-availability when applicable, posts registration information on the registration card.

· Informs guests of facilities and equipment, and other facilities available on post, computes charges for guests checking out, receives payments and room keys, provides receipts, answers billing questions and concerns, and other duties as assigned.

· Part time contractors cannot fill in for the full-time onsite supervisor. Part time shifts are typically 8 hour shifts less than 4 days a week not to exceed 32 hours per week.

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Bidder must describe how they comply with the above requirement(s):

Full-Time Laundry Specialist will perform the following duties with a primary focus on laundry operations.

· Laundry operations will follow the laundry standard operating procedures (SOP). See attached Exhibit 1.

· The Linen articles cleaned must conform to the generally accepted industry and local standards of cleanliness, per Army regulation 210-130.

· The linen shall not only be cleaned in the sense of being free from soil and stains, but also free from bacteria, fungi, and micro-organisms, including pathogens and disease producing organisms.

· All work performed shall be done under sanitary conditions. The Laundry Specialist is responsible for receiving, collecting and exchanging linen to and from the FCEC housekeeping staff.

· The Laundry specialist must make sure clean and dirty linen shall not be stored together.

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Bidder must describe how they comply with the above requirement(s):

D. Additional detail on front desk staff deliverables:

· Physical Security. The contractor shall be responsible for safeguarding all government property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured.

· Key control: The contract employee shall follow the SOP guidance to ensure all keys/key cards issued to the contractor by the government are not lost or misplaced and are not used by unauthorized personnel. Keys issued to the contractor by the government shall not be duplicated. Contract employees will immediately report any lost or duplicate keys to the Program Manager. In the event keys other than master keys are lost or duplicated, the Government, at its option, may replace the affected lock or locks or perform re-keying at the cost of the contractor. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the government and the total cost deducted from the monthly payment due the contractor. The contractor shall prohibit the use of government-issued keys by any persons other than the contractor's employees. The contractor shall prohibit the opening of locked areas by contractor employees to permit entrance of persons other than contractor employees engaged in the performance of assigned work in those areas or personnel authorized entrance by the Program Manager. The Program Manager will provide guidance on who can and should be issued government keys.

· Both Full Time and Part Time Front desk staff may be required to support laundry services doing a load of sheets or towels, if necessary, on weekends. Staff may also be required to move laundry carts and conduct snow removal on front walks when FCTC staff aren’t available. These duties are anticipated to be less than 5% of staffs time.

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Bidder must describe how they comply with the above requirement(s):

E. The Contractor must make sure the Front desk personnel must have a minimum of 1 year of hotel front desk experience or similarly related experience.

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Bidder must describe how they comply with the above requirement(s):

F. The Contractor must ensure front desk staff possess adequate computer skills with an understanding of Microsoft Office. The Contractors front desk staff will utilize computer hardware and software to include Nite Vision software. Front Desk staff will also be required to process credit card transactions with internet transmissions. The FCEC is a cashless operation.

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Bidder must describe how they comply with the above requirement(s):

G. The Contractor must assure front desk staffs Personal Appearance. Front Desk Personnel will wear Contractor provided uniform style polo shirts. If those are not available business casual style clothing with a neat and clean appearance is mandatory. Jeans, workout attire, and clothing showing extreme wear are unauthorized. Footwear must be professional in appearance and free of dirt, tears, and scuffs. The contractor front desk personnel must wear name tags identifying company name and contractor name.

Note: Front Desk staff must not have visible tattoos that are obscene, gang affiliated, advocate sexual, racial, ethnic or religious discrimination or are unprofessional in nature. No ear, nose, tongue or any exposed body part piercings except for one matching pair of earrings. Hair must be cleaned, neatly combed and tied back should length if longer than shoulder. Beards and facial hair must be short and trimmed neatly.

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Bidder must describe how they comply with the above requirement(s):

H. Professional Etiquette. Front Desk Personnel shall receive hotel service etiquette training from the full-time onsite supervisor; along with, military customs, and courtesies. The Program Manager will work with the full-time onsite supervisor to ensure knowledge and understanding of military customs and courtesies.

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Bidder must describe how they comply with the above requirement(s):

1.2. Transition

The Contractor must identify a time phased in plan, all of the proposed key steps included in your transition plan in order to implement the front desk and laundry services. This transition plan must include how your company proposes to implement a smooth transition from the staff currently performing the work and the previous contractor. FCEC Orientation training must occur before contract start date and those cost will be managed by the Contractor.

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Bidder must describe how they comply with the above requirement(s):

1.3. Training

The Contract Personnel shall receive hotel service etiquette training from the full-time onsite supervisor, including military customs and courtesies. The Program Manager will work with the full-time onsite supervisor to ensure knowledge and understanding of military customs and courtesies. Additional training may be required, and it’s expected the Contractor will make sure all personnel are in attendance.

The Contractor must provide documentation and training materials to all their staff for applicable policies and procedures.

· Contractor will provide and pay for all orientation training, other occasional specialized trainings, and all in-service trainings which may be required or recommended of any/all contract staff.

· Contractor’s staff will participate in orientation and continuing education programs to ensure continued knowledge and practice.

· Contractor will allow staff to participate in training programs which may be offered by the DMVA and FCEC, during normal work hours.

· On-site/in-service training lasting approximately 32 hours per year (content provided by the Program Manager) for all contracted staff.

· In-service training on Nite Vision Reservation system used at the FCEC is required. Each employee will have an individual log-in account and training will consist of approximately 32 hours of Nite Vision training before contracted staff can be assigned to the Front Desk.

· Other forms of in-service training provided by Program Manger may include occasional classroom instruction, read/sign policies and guidelines, personal demonstration (i.e. Laundry and/or housekeeping) or in classroom setting, and will be a coordinated and/or shared responsibility with the contractor’s Trainer and the Program Manager.

· FCEC orientation training must be completed by contract start date. Upon contract award, training dates will be scheduled and agreed upon by contractor and the Program Manager

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Bidder must explain its training capabilities and any training that is included in its proposal:

1.4. Funding Requirements

There is no guarantee of the described work. The work authorized off this contract shall be contingent upon funding.

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Bidder must describe how they comply with the above requirement(s):

1.5. Required Functionality Relating to Data Retention, Disposal, and Retrieval The State has legal obligations to retain, dispose, and retrieve State Data along with obligations to manage and secure State Data. To meet these obligations, the Solution must allow the State to:

· Retain all data for the entire length of the Contract.

· Delete its data or request the deletion of its data, even data that may be stored offline or in backups.

· Transfer its data back to the State or to a new vendor or new solution.

· Transfer its data to the Archives of Michigan as may be required by a retention and disposal schedule.

· Retrieve data, even data that may be stored offline or in backups.

Except as otherwise stated in the Contract, Contractor will not dispose of, delete, or destroy State Data without the prior written approval of the State.

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Bidder must review and explain how the data retention, disposal, and retrieval requirements will be met by the solution and describe its data management capabilities (storage limitations, duration, etc.). If the Solution does not allow the State to perform these activities itself, the bidder must explain how it will support the State’s compliance with these requirements.

2. Service Requirements

2.1. Timeframes

All Contract Activities must be delivered immediately upon receipt of order. The receipt of order date is pursuant to the Notices section of the Standard Contract Terms.

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3. Acceptance

3.1. Acceptance, Inspection, and Testing

The State will use the following criteria to determine acceptance of the Contract Activities:

A final copy of the contract along with the Contractors project plan must be provided to the Program Manager for review and approval of the identified deliverables. This will be done during the kickoff meeting. Program manager will monitor front desk staff work and approve invoices per the agreed upon deliverables.

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4. Staffing

4.1. Contractor Representative

The Contractor must appoint an individual specifically assigned to State of Michigan accounts, who will respond to State inquiries regarding the Contract Activities, answer questions related to ordering and delivery, etc. (the “Contractor Representative”). Bidder must identify its Contractor Representative.

The Contractor must notify the Contract Administrator at least 30 calendar days calendar days before removing or assigning a new Contractor Representative.

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Bidder must identify its Contractor Representative:

4.2. Customer Service Phone Number

The Contractor must specify its phone number for the State to contact the Contractor Representative. The Contractor Representative must be available for calls during the hours of 8:00 am to 5:00 pm EST.

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Bidder must identify its Customer Service Toll-Free Number:

4.3. Work Hours

The Contractor must provide Contract Activities 24 hours a day, 7 days a week per the identified deliverables above.

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4.4. Key Personnel

The Contractors must appoint an individual who will be directly responsible for the day-to-day operations of the Contract (“Key Personnel”). Key Personnel must be specifically assigned to the State account, be knowledgeable on the contractual requirements, and respond to State inquiries within 24 hours.

The Contractor must identify the Key Personnel, indicate where they will be physically located, describe the functions they will perform, and provide current chronological résumés.

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A. The Contractor must identify all Key Personnel that will be assigned to this contract in the table below which includes the following:

1. Name and title of staff that will be designated as Key Personnel.

2. Key Personnel years of experience in the current classification.

3. Identify which of the required key personnel positions they are fulfilling.

4. Key Personnel’s roles and responsibilities, as they relate to this RFP, if the Contractor is successful in being awarded the Contract. Descriptions of roles should be functional and not just by title.

5. Identify if each Key Personnel is a direct, subcontract, or contract employee.

6. Identify if each Key Personnel staff member is employed full-time (FT), part-time (PT) or temporary (T), including consultants used for the purpose of providing information for the proposal.

7. List each Key Personnel staff member’s length of employment or affiliation with the Contractor’s organization.

8. Identify each Key Personnel’s percentage of work time devoted to this Contract.

9. Identify where each Key Personnel staff member will be physically located (city and state) during the Contract performance.

<Add more rows below as needed> 1.

Name 2.

Years of Experience in Current Classification 3.

Role(s) / Responsibilities 4.

Direct / Subcontract/ Contract 5.

% of Work Time 6.

Physical Location

B. The Contractor must provide detailed, chronological resumes of all proposed Key Personnel, including a description of their work experience relevant to their purposed role as it relates to the RFP.

Qualifications will be measured by education and experience with particular reference to experience on projects similar to that described in the RFP.

Bidder must provide the resumes and information as required above – either in this response box or identified here as an attachment to this RFP labelled as [add details].

4.5. Organizational Chart

The Contractor must provide an overall organizational chart that details staff members, by name and title, and subcontractors.

Bidder must provide detailed information as required above – either in this response box or identified here as an attachment to this RFP labelled as [add details].

4.6. Retention

The Contractor must describe the way they recruit quality employees and endeavors used to retain those employees (i.e. employee benefit package, paid vacations, etc.). Bidders shall also include any detailed information regarding organizational employee benefits packages, vacation time/sick time/doctor visits, etc.

Bidder must provide detailed information as required above – either in this response box or identified here as an attachment to this RFP labelled as [add details].

4.7. Disclosure of Subcontractors – No subcontractors

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4.8. Security

The Contractor must explain any additional security measures in place to ensure the security of State facilities. The State may require the Contractor’s personnel to wear State issued identification badges.

The Contractor’s staff may be required to make deliveries to or enter State facilities. The Contractor must: (a) explain how it intends to ensure the security of State facilities, (b) whether it uses uniforms and ID badges, etc., (c) identify the company that will perform background checks, and (d) the scope of the background checks.

The Contractor is responsible for safeguarding all government property provided for contractor use. Physical security requirements can be found in the FCEC SOP.

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Bidder must explain any additional security measures in place to ensure the security of the State and its facilities:

5. Project Management

5.1. Project Plan

The Contractor will carry out this project under the direction and control of the Program Manager. Within 30 calendar days of the Effective Date, the Contractor must submit a final project plan to the Program Manager for approval. The plan must include: (a) the Contractor's organizational chart with names and title of personnel assigned to the project, which must align with the staffing stated in accepted proposals; and (b) the project breakdown showing sub-projects, tasks, timeline, and resources required.

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Bidder must submit its project plan as described above:

5.2. Meetings

The Contractor must attend the following meetings:

The Contractor’s front desk staff and linen services representative will meet once a week with the Program Manager to cover the following items, forecast of schedule events, completion of tasks as required, and damages to rooms, furniture, and linen.

Locations of the meetings will be determined by the Program Manager. Upon agreement of the Program Manager, the Contractor may propose reasonable alternate meeting locations as necessary for the convenience of both parties and to reduce expenditure costs.

The State may request other meetings, as it deems appropriate.

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5.3. Reporting

The Contractor must submit to the Program Manager or identify the individual(s) the reports should be delivered to] the following written reports:

· Monthly Training, Progress and Staffing Reports

· Disciplinary Action Reports, if applicable

· In-service Trainings

· Description of any unusual circumstances that may have impacted the Contractors ability to successfully provide the SOW or deliverables (i.e. extreme weather, or any other factors).

· Billing invoice and other monthly, quarterly and annual reports as requested by the Program Manager.

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Bidder must explain its reporting capabilities and any reporting that is included in its proposal:

6. Pricing

6.1. Price Term

Pricing is firm for the entire length of the Contract.

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6.2. Price Changes

Adjustments will be based on changes in actual Contractor costs. Any request must be supported by written evidence documenting the change in costs. The State may consider sources, such as the Consumer Price Index; Producer Price Index; other pricing indices as needed; economic and industry data; manufacturer or supplier letters noting the increase in pricing; and any other data the State deems relevant.

Following the presentation of supporting documentation, both parties will have 30 days to review the information and prepare a written response. If the review reveals no need for modifications, pricing will remain unchanged unless mutually agreed to by the parties. If the review reveals that changes are needed, both parties will negotiate such changes, for no longer than 30 days, unless extended by mutual agreement.

The Contractor remains responsible for Contract Activities at the current price for all orders received before the mutual execution of a Change Notice indicating the start date of the new Pricing Period.

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7. Ordering

7.1. Authorizing Document

The appropriate authorizing document for the Contract will be delivery order released off the master agreement.

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8. Invoice and Payment

8.1. Invoice Requirements

All invoices submitted to the State must include: (a) date; (b) delivery order; (c) quantity; (d) description of the Contract Activities; (e) unit price; (f) shipping cost (if any); (g) vendor-generated invoice number and (h) total price. Overtime, holiday pay, and travel expenses will not be paid.

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8.2. Payment Methods

The State will make payment for Contract Activities via Electronic Fund Transfer (EFT). Invoices must be submitted to DMVA-AccountsPayable@michigan.gov with the required detail.

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9. Service-Level Agreement (SLA) A. The Contractor will be held accountable to meet the requirements and the service level requirements established in this Contract.

B. The State reserves the right to reconsider or amend SLA amounts for split awards should they occur.

C. Please Note: Should bidders require clarification or have any questions with regard to the SLAs, they should submit them during the Question and Answer Period of this solicitation; please see the Proposal Instructions for the timeline.

Service Level Agreements for this Contract will be as follows:

SLA Metric 1. Failure to Adequately Staff FCEC Front Desk and Laundry Services

2. Extenuating circumstances must be communicated by the Contractor to the Program Manager prior to the scheduled staff missing work or arriving late to work.

The acceptable standard is 100% compliance.

2. $250.00 may be assessed beginning with the sixth occurrence of non-compliance and on each occurrence thereafter in a given calendar year.

Extenuating circumstances will be reviewed by the Program Manager before any Service Credits are assessed.

At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the state will be completed within 10 days of notice of assessment.

SLA Metric 2. Failure to ensure FCEC Front Desk Staff and Laundry Services Staff meet appearances and etiquette contract standards.

2. Staff who do not arrive at work per the defined appearance standards will be excused from work and asked to change into the proper attire. Repeatable offenses will be considered as missed work.

3. Staff Etiquette is essential to running a successful front desk operation. Improper business like behavior will be immediately address by the Contractor and the Program manager will be updated on any unforeseen issue that could arise from improper behavior while on duty.

The acceptable standard is 100% compliance.

5. $250.00 may be assessed beginning with the sixth occurrence of non-compliance and on each occurrence thereafter in a given calendar year.

Extenuating circumstances will be reviewed by the Program Manager before any Service Credits are assessed.

At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the state will be completed within 10 days of notice of assessment.

SLA Metric 3. Failure to ensure Laundry Services Staff meet the proper laundry contract standards.

The acceptable standard is 100% compliance.

3. $250.00 may be assessed beginning with the sixth occurrence of non-compliance and on each occurrence thereafter in a given calendar year.

Extenuating circumstances will be reviewed by the Program Manager before any Service Credits are assessed.

At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the state will be completed within 10 days of notice of assessment.

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