BPM007348 V2 RFP Solicitation Requirements.pdf

Request for Proposal under A.R.S. § 41-2534

Notice Page

Arizona State Parks Board

1110 W. Washington Street

Suite 100

Phoenix, AZ 85007

Solicitation Requirements | Revision No. 8 | Revised 03-24 | Page 1 of 73

Solicitation Number: BPM007348

Description: Kartchner Caverns Concessionaire

Solicitation Due Date and Time: May 14, 2026 at 3:00 PM Arizona Time

LATE BIDS WILL NOT BE ACCEPTED

Pre-Offer Conference: BPM007348 Pre-Offer Conference Thursday, April 23 · 11:00 – 11:30am Time zone: America/Phoenix Google Meet joining info Video call link: https://meet.google.com/khe-estr-pae Or dial: 0004-655-470 1(US) + PIN: 987 994 126 # More phone numbers: https://tel.meet/khe-estr-pae?pin=9806820506722

Site Visit April 24, 2026 at 10:30 AM Arizona Time

Discussion Forum Deadline: May 1, 2026 at 3:00 PM Arizona Time

Proposals will only be accepted online in the “State’s eProcurement System”, Arizona

Procurement Portal (APP), at https://app.az.gov until the “Bid/Offer Due Date” indicated in the

“State’s eProcurement System” for the Solicitation No. shown at the top of this page. Proposals must be in the State Procurement Office’s possession online no later than that deadline.

Submit technical inquiries about navigating and/or submitting proposals in the State’s eProcurement

System to the State’s eProcurement System Help Desk by phone at (602) 542-7600, option 2; or by email to app@azdoa.gov.

LATE PROPOSALS WILL NOT BE CONSIDERED. No extension or grace period will be given for delays or incomplete proposals caused by internet connectivity problems, file uploading difficulties, or misunderstanding of the requirements or procedures for online submission in the “State’s eProcurement System”.

It is the responsibility of the Prospective Offeror to routinely check the APP website for Solicitation

Amendments. Additional instructions for preparing an Offer are included in this solicitation.

Persons with a disability may request a reasonable accommodation, such as a sign language interpreter, by contacting the Solicitation contact person. Requests shall be made as early as possible to allow time to arrange for the accommodation.

https://app.az.gov/ https://app.az.gov/ mailto:app@azdoa.gov

Table of Contents

Request for Proposal under A.R.S. § 41-2534

Solicitation No. BPM007202

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

Notice Page

Table of Contents

Solicitation Summary 3

Scope of Work 10

Special Terms and Conditions 26

Addendum A to the Special Terms and Conditions 46

Addendum B to the Special Terms and Conditions 46

Uniform Terms and Conditions 10.5 56

Exhibit A 73

Solicitation Summary

Solicitation No. BPM007202

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

1. What is the State Soliciting?

The Arizona Department of Administration, State Procurement Office (the State), as authorized under A.R.S. § 41-2501 et seq. is seeking to establish one or more single agency contract on behalf of Arizona State Parks Board and for their sole use, to develop and operate a concession operation at Patagonia Lake State Park. The intent is to partner with State Parks (“Parks”) to expand revenue-producing services and enhance the Agency’s brand through a joint marketing effort between the successful contractor and the Park. The Contractor shall have the requisite experience, expertise and resources to operate and develop an expanded concessionaire operation.

The State anticipates awarding contract(s) with the intent to secure service coverage statewide.

Whether or not it actually enters into any contracts, how many contracts it enters into, and how the work is awarded between those contracts are all at the State’s discretion. Furthermore, the State will use any awarded contracts on an as-needed basis, with no guarantee as to its actual spending under them.

The State reserves the right to accept any item or combination of items specified in the Solicitation, unless the Offeror expressly restricts an item or combination of items in its Offer, and conditions its response on receiving all items for which it provided a proposal. In the event of such restriction, the State will evaluate if an award on such a basis will result in the best value and is in the best interest for the State. The State may otherwise determine, at its sole discretion, that such restriction is non-responsive and deem the Offeror ineligible for further evaluation.

2. What is in the Solicitation?

2.1. At the time of publication, the following documents are included in the Solicitation:

2.1.1. Attachment: BPM007202Solicitation Requirements

2.1.1.1. Notice / Cover Page

2.1.1.2. Table of Contents

2.1.1.3. Solicitation Summary

2.1.1.4. Scope of Work

2.1.1.5. Special Terms and Conditions

2.1.1.6. Addendum A to the Special Terms and Conditions

2.1.1.7. Addendum B to the Special Terms and Conditions

2.1.1.8. Uniform Terms and Conditions

2.1.1.9. Exhibits (if applicable)

2.1.2. Attachment: BPM007202 Solicitation Instructions

2.1.2.1. Special Instructions to Offerors

2.1.2.2. Standard Instructions to Offerors (RFP)

2.1.3. Solicitation Attachments

Solicitation No. BPM007202

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

2.1.3.1. Offer and Acceptance

2.1.3.2. Confidential Information Designation

○ Confidential Information Designation (for reference only)

2.1.3.3. Conformance Statements and Exceptions Requests

2.1.3.4. Key Personnel

2.1.3.5. Letter of Insurability

2.1.3.6. Organization Profile

2.1.3.7. Proposed Subcontractors

2.1.3.8. Experience and Capacity Response

2.1.3.9. References

2.1.3.10. Method of Approach

2.2. The State may issue a Solicitation Amendment at any time after Solicitation publication and before the Offer due date. It is the responsibility of the Prospective Offeror to routinely check the APP website for any Solicitation Amendments and revised documents.

Background

Solicitation No. BPM007202

Concessionaire Kartchner Caverns State Park-

KACA

Arizona State Parks Board

1110 W. Washington Street

1. Introduction

The Arizona State Parks Board (“ASPB”) is seeking proposals from qualified firms or individuals to develop and operate a concession operation at Kartchner Caverns State Park (“Kartchner Caverns” or “the Park”). The intent is to create a partnership between the Concessionaire and the ASPB (through Arizona State Parks (“ASP”) or “Agency”)) that will expand revenue-producing services and enhance ASP’s brand through a joint marketing effort (Note: Pursuant to a separate agreement, the U.S. Forest Service emblem must be included on all official documents, signage, etc.). The Concessionaire must have the requisite experience, expertise, and resources to operate and develop an expanded concessionaire operation.

Mission Statement: Managing and conserving Arizona’s natural, cultural and recreational resources for the benefit of the people, both in our Parks and through our Partners.

Vision Statement: Arizona State Parks is indispensable to the economies, communities, and environments of Arizona.

2. Kartchner Caverns State Park: Background

Kartchner Caverns State Parks offers a stunning limestone cave in Southeastern Arizona that boasts world-class features. This “live” cave, discovered in 1974, is host to a wide variety of unique minerals and formations. Water percolates from the surface and calcite formations continue to grow, including stalactites dripping down like icicles and giant stalagmites reaching up from the ground. Tour guides unveil this fascinating underground landscape during a memorable 1½-hour tour. The Discovery Center features museum exhibits, a large gift shop, regional displays, theater, and educational information about the caverns and the surrounding landscape. There are campgrounds, hiking trails, lockers, shaded picnic areas, a deli, an amphitheater, and a hummingbird garden at this park as well.

3. Park Visitation and Seasonality

Note on Historical Data: The ASPB makes no guarantees regarding future visitation. This historical data has been developed internally and is provided for informational purposes only.

Total visitation has averaged approximately 126,410 people over the last five years (including the years of Covid) and reached over 152,000 in 2024. The following graph provides a visual representation of park visitation over the last five years.

Exhibit 1 Kartchner Caverns State Park Visitation

Solicitation No. BPM007202

Concessionaire Kartchner Caverns State Park-

KACA

Arizona State Parks Board

1110 W. Washington Street

Kartchner Visitation

FY Month 2020 2021 2022 2023 2024 2025

JULY 9,639 2,104 8,504 6,966 6,134 6,774

AUGUST 6,578 1,762 6,015 4,741 4,443 4,707

SEPTEMBER 6,048 2,909 6,078 5,579 5,120 4,986

OCTOBER 13,950 5,370 13,531 11,815 10,425 11,880

NOVEMBER 16,464 5,977 12,793 12,745 12,683 13,566

DECEMBER 14,468 6,605 13,267 11,741 12,795 12,914

JANUARY 18,121 6,085 14,566 14,583 14,933 14,567

FEBRUARY 19,877 6,573 17,481 15,618 23,299 16,217

MARCH 13,911 7,214 20,950 19,369 19,186 19,776

APRIL 1,940 7,997 15,548 16,300 21,070 14,727

MAY 1,769 8,375 8,661 9,834 12,604 8,571

JUNE 2,045 7,776 5,477 6,424 9,643 3,697

Grand Total 124,810 68,747 142,871 135,715 152,335 132,382

Kartchner Caverns State Park

- 03/21/20-5/31/20 - Suspended cave tours and closed discovery center. Campground and trails remain open.

- 06/01/20-04/15/21 - Tours limited to 10 per tour through April 15, 2021.

- 04/16/21-05/31/21 - Tours increased to 15 per tour. Full capacity at June 1

Kartchner is a destination travel site within the State of Arizona and is not heavily impacted by the weather like the majority of state parks within Arizona. Additionally, the Big Room Tour is only available from October through April, which increases visitation during this time period.

Visitation from October through April accounts for 72 percent of total visitation while March has historically been the busiest month accounting for an average of 17 percent of annual visitation.

Exhibit 2 Kartchner Caverns State Park Seasonality

Solicitation No. BPM007202

Concessionaire Kartchner Caverns State Park-

KACA

Arizona State Parks Board

1110 W. Washington Street

4. Concession Opportunity

Arizona State Parks is offering the opportunity for the concessionaire to operate the retail, food and beverage, and vending operations at Kartchner Caverns State Park. The retail operation offers various Kartchner souvenirs ranging from clothing and collectibles to jewelry. The snack bar offers a quick service style dining operation with outdoor seating. The following chart identifies the required and authorized services for this contract. Required services mean services that must be offered. Authorized services mean services that may be offered.

Note: The following chart identifies the required and authorized services under the Agreement. Required services must be offered. Authorized services may be offered, if pre-approved by the ASPB or its designee.

Exhibit 3 Required and Authorized Services

Required Authorized

Food and Beverage Cave Tour Photos

Retail Camp Store Operation

Vending Short Term Pet Kennel

The authorized services include Cave Tour Photos, Camp Store Operation and Short-Term Pet Kennel. The ASPB is interested in improving the quality and variety of food and beverage services provided at this location under an expanded food and beverage scenario. Arizona State Parks is amenable to the Offeror’s concepts, designs, plans and new ideas for additional authorized services that would serve visitors.

Solicitation No. BPM007202

Concessionaire Kartchner Caverns State Park-

KACA

Arizona State Parks Board

1110 W. Washington Street

5. Historical Concessionaire Revenue

Exhibit 4 Historical Concessionaire Revenue

Kartchner

6. Future Business Opportunity

The response to the RFP requires the Concessionaire to develop financial projections that are based on operations required by this Agreement. Concessionaires will compile and prepare their own financial projections, based on their independent assumptions and industry knowledge. Please note: The operating projections are simply estimates that are based on assumptions developed from publicly available historical data, industry standards, and other comparable information from similar park facilities.

The ASPB does not guarantee that any projections and assumes no liability regarding the accuracy of the projections presented. Concessionaires will compile and prepare their own financial projections based on their independent assumptions and industry knowledge.

7. Property Investment Analysis

7.1. Property

8.1.1. Real Property

ASPB will provide to the Concessionaire the following State-owned facilities for use by the Concessionaire at no additional cost:

• A Gift Shop that is approximately 1,700 Sq. Ft.

• A Café that is approximately 535 Sq. Ft. plus 140 Sq. Ft. for storage and

750 Sq. Ft. of outdoor patio space

8.1.2. Personal Property

The ASPB will not provide any State facilities for use by the Concessionaire; however, it will provide a land area for the Concessionaire’s personal property relating to the concession operation.

8.2 Working Capital, Inventory and Pre-Opening Costs

8.2.1. Working Capital

Working capital includes merchandise inventory, accounts receivable, and accounts payable. The ASPB estimates working capital as the deduction of accounts payable from the sum of ending inventory and accounts receivable.

These have been assumed to be included in the estimation of the minimum recommended Concession Fee.

8.2.2. Production of Collateral Materials

Solicitation No. BPM007202

Concessionaire Kartchner Caverns State Park-

KACA

Arizona State Parks Board

1110 W. Washington Street

The production of collateral materials includes estimated expenses for developing brochures, advertising, and web-based promotional items. These requirements have been assumed to be included in the estimation of the minimum recommended concession fee.

8. Concession Fee

Current Concessionaire is paying the following fees:

Revenue Category

Percentage to ASPB

Minimum Guarantee

The higher of $175,000 annually, or percentage of sales as follows:

Retail Sales 25% of all retail sales up to $750,000, net of all sales tax, 27.5% 10% of all retail sales between $750,000 and $1,250,000, net of all sales tax, 30% of all retail sales between $1,250,000 and $1,750,000, net of all sales tax, 32.5% of all retail sales between $1,750,000 and $2,250,000, net of all sales tax, 37.5% of all retail sales between $2,250,000 and $2,750,000, net of all sales tax, and 40% of all retail sales over $2,750,000, net of all sales tax.

Snack Bar Sales

20% of all sales up to $500,000, net of all sales tax, and 25% of all sales over $500,000, net of all sales tax.

Vending Sales

20% on all vended sales

Scope of Work

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

1. Purpose

The ASPB has an ongoing need for the concessionaire services described herein. The purpose of the solicitation is to conduct a competitive process in accordance with Ariz. Rev. Stat. § 41-2501 et seq. and create an Agreement that enables the State to acquire desired services.

2. Intent

The intent of the Request for Proposal (“RFP” or “Agreement”) is to seek proposals from qualified firms or individuals to operate and develop a concession operation at Kartchner Caverns State Park (“Kartchner Caverns” or “the Park”). The intent is to create a partnership between the Concessionaire and the ASPB that will expand quality revenue producing services and enhance the Arizona State Parks brand through a joint marketing effort. It is the intention of the ASPB to partner with a Concessionaire who demonstrates a desire and interest to utilize its resources to improve services and amenities at the Park.

The Concessionaire’s goals for concession operations at the park will be consistent with the ASPB’s goals of (1) pursuing creative new visitor opportunities and activities and (2) providing high-quality visitor experiences. All new ideas for visitor services must be approved by the ASPB before implementation. The ASPB will work with the Concessionaire to address reasonable suggestions.

At a minimum, the Concessionaire must have the requisite experience, expertise, and resources to operate and develop an expanded concession operation at Kartchner Caverns. This will include, but not be limited to, providing retail sales of groceries; fishing and camping supplies; food and beverages; souvenirs; and fuel sales.

3. Scope of Work (General)

The Concessionaire must have the capability and requisite experience and expertise to provide professional concessionaire services as described herein. A minimum of three years’ experience in similar retail management and development within the last five years is required:

Note: there are sections within this Scope of Work that require a Concessionaire to respond with its approach. The Concessionaire’s response will be reviewed as part of the evaluation process and will be incorporated into the Concessionaire’s final contract.

• General Operations and Maintenance Plan, the Concessionaire must submit:

o A General Operations and Maintenance Plan (“O & M Plan”) that follows the section examples below.

o Annually submit an updated O & M Plan to the ASPB or its designee. The ASPB or its designee may revise the Plan at its sole discretion. All such revisions will be consistent with the main body of the contract.

o The O & M Plan shall contain the following sections:

Introduction

I. General Operating Standards

• Provide a summary of the Concessionaire’s qualifications, work history, quality standards, and specific abilities, as related to this proposal.

II. Summary of Proposed Concession Services

• Describe the scope of general operations planned for this contracted service.

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

III. Human Resources

A. Organizational Chart

• Provide a detailed organizational chart illustrating all of the positions that will be assigned to this operation, as well as the hierarchical reporting structure that will be used.

• Identify the key people who will be on-site decision-makers and points of contact, along with the chief representatives of the concession operator.

B. Key Management Staff Resumes

• Provide resumes for the management staff overseeing and assigned to the concession operation, including on-site management personnel.

• Ensure that on-site management staff possesses a sufficient level of experience and professional expertise to ensure a high-quality operation.

C. Position Descriptions / Selection Criteria

• Provide detailed job descriptions for each position contained in the organizational chart.

• Indicate the selection criteria and standards (i.e. background checks, criminal history, etc.) that will be used for the selection of personnel.

D. Employee Code of Conduct

• Provide a detailed code of conduct for the concessionaire’s employees, including:

• How the employees will adhere to the concessionaire’s standards for appearance,

• Customer service,

• Conduct while on the park,

• Representation of the Agency,

• Compliance with all laws and regulations.

• Describe the measures that will be implemented in the event an employee breaches the code of conduct.

E. Uniforms and Staff Identification

• Describe how the operator’s employees will be dressed for their specific tasks, including in photographs.

• Describe how customers will be able to easily identify the employees and their names.

• Indicate how the employees will be clearly distinguishable from Agency employees.

F. Staff Training and Orientation

• Sufficiently train all concessionaire employees assigned to the operation to perform their assigned tasks in a safe and competent manner.

• Provide a description of the specific training courses that assigned employees will complete.

• Describe how the employees will be oriented to the park.

• Describe how all employees will be adequately trained to comply with all pertinent local, State, and Federal rules and regulations.

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

G. Number of Staff and Staff Scheduling

• Provide the number of staff members that will be assigned to the operation.

• Provide detailed sample work schedules that demonstrate a specific level of staffing that corresponds with the park’s visitation patterns, seasons of use, holidays, typical periods of expected high visitation, and adjustments for the length of daylight operating hours.

H. Compliance with the Law & Civil Rights Standards

• Describe how the operator’s employees will be instructed about civil rights laws in the State of Arizona.

• Describe how compliance with such laws will be strictly enforced by the operator’s management staff.

IV. Operations

A. Scope of Operations (Description of Services)

• Provide a thorough detailed description of the proposed operations, including:

• Currently provided and authorized services.

• Suggested additional services.

B. Annual Schedule of Operations (Dates, Seasons)

• Provide the specific seasons, dates, and hours of operations for contracted services, throughout the year.

• Describe how services will be expanded to fit increased customer demand, if necessary.

• Describe how contracted services will correspond to the park’s normal operating hours.

• Describe how any requested adjustments to operating hours will be presented to the ASPB management for approval with adequate advance notice.

C. Hours of Daily Operations

• Hours of operation shall match those of the Parks hours of operation.

• Describe how this schedule may be altered by the dates and seasons indicated in the proposed Annual Schedule of Operations.

D. Quality Controls

• Describe the evaluation tools and performance monitoring methods that will be employed to ensure a high level of customer service, and a safe professional manner of service operations.

E. Fees and Price Structure

• Indicate what fees are proposed for this operation.

• Indicate how such fees are determined.

• Describe how and why they may vary during the course of the year.

• Describe how the operator’s fees represent a fair value to customers.

• Describe the process by which prices for retail products for sale will be determined.

• Describe how all appearance of price gouging shall be avoided.

F. Discounts and Promotions

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

• Describe the frequency and manner in which special discounted services and promotional products and services will be offered.

G. Cash-Handling / Record-Keeping Procedures

• Provide a detailed description of the operator’s cash-handling procedures, including:

o What electronic equipment will be used o How funds will be secured o The frequency of bank deposits

• Describe how revenues will be accounted for, reported, and easily audited when necessary.

• Describe the operator’s record-keeping procedures, and how such records are compiled for regular reporting purposes.

• Provide an example of annual and monthly revenue, usage, and activity reports that will be used for the contract requirements.

H. Refund Policy

• Describe the policy for issuing justifiable refunds to customers,

• Describe how this policy incorporates the concessionaire’s stated customer service standards, and

• Describe how refunds will be provided in a fair and expeditious manner.

I. Animal & Stock Containment and Maintenance

• Describe how service animals, if a necessary component of the contracted services, will be cared for, watered and fed, humanely treated, sheltered, approved for service, adequately rested between scheduled services, and how regular medical care will be scheduled.

J. Vehicles and Equipment

• Provide a list of all vehicles and equipment expected to be used in the performance of services under the contract.

• Describe how the vehicles and equipment will represent a professional-looking operation, and

• Describe how the concession operator will be identified as the owner.

V. Maintenance

A. Maintenance Standards

• Describe how concession staff will regularly perform maintenance, reconditioning, and minor renovations on property and equipment.

• Maintain amenities and facilities in a safe and functional operating condition.

• Offeror Shall comply with maintenance requirements including, but are not limited to, interior finishing, painting and staining, vandalism repair, repair of broken windows, light bulb replacement, cleaning, unclogging drains, mechanical system repair, preventive maintenance, servicing of mechanical equipment, inspecting, oiling, adjusting, tightening, aligning, watering, weeding, sweeping, polishing, refinishing of fixtures and amenities, and routine housekeeping tasks.

• Items not addressed in a timely manner may be addressed by Parks and billed back to the concessionaire. Parks will attempt to provide ample notice of discrepancy prior to taking

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street action except in those cases of hazardous conditions and potential harm to life and/or property.

• Obtain any licenses and certified inspections required by jurisdictional regulatory agencies, and follow all state and local laws, regulations, ordinances, and industry standards or codes applicable to the operational duties being performed.

B. Cyclical Maintenance

• Describe how cyclical maintenance shall be scheduled, performed, and verified by the concession operator on those certain facilities and equipment requiring cyclical maintenance according to time periods not considered as routine, but critical to the prolonged use of such facilities and equipment.

C. Buildings and Structures

• Describe the process to ensure exterior and interior maintenance of buildings and structures follow a clearly defined protocol.

• Repair vandalism to structures or park amenities as quickly as possible after discovery, and use Agency approved materials.

• Keep structures clean, painted, free of cobwebs and debris, and in a safe operating condition at all times.

• Repaint structure and facility surface on a regular cycle. The regular cycle is no less than once every five (5) years for interiors, and no less than once every seven (7) years for exteriors. Concessionaire will also repaint more frequently, as necessary to maintain the structures and facilities.

D. Housekeeping and Interior Maintenance

• Perform cleaning and maintenance of building interiors and visitor use areas with sufficient regularity to provide a positive visitor impression, give an overall appearance of clean and sanitary conditions, be free of litter, safe, and neat in appearance.

E. Grounds and Landscape

• Maintain contract-area grounds free of litter and from domestic animal waste.

o Prevent and/or correct loss of vegetation and erosion impacts caused by concession operator’s use in accordance with approved Agency (park) vegetation management plans.

• Remove nails, ropes, wire, etc. from trees whenever found.

• Maintain grass and other ground vegetation to a maximum height of six inches (6”), and a minimum distance of thirty-six inches (36”) away from developed facilities.

F. Lighting (Exterior and Interior)

• Use only approved exterior lighting fixtures.

• Observe County dark sky ordinances, Kartchner is an International Dark Sky Park with requirements outside the county for outdoor lighting. Agreement available for viewing as needed

• Use only current UBC-approved fixtures for lighting.

• Repair or replace inoperable fixtures, or fixtures requiring bulb replacement, as quickly as possible upon discovery.

G. Signs & Sign Standards

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

• Adhere laminated computer-generated sign in temporary situations that call for a message to be conveyed to the public, without going to the expense of a professionally made sign.

• Avoid signs taped to doors and windows, especially where a positive first impression to our visitors may be compromised.

• Provide permanent signs that follow a consistent theme (color, material, font, etc.)

according to an established standard, as determined by the Agency.

H. Personal Property

• Allow only necessary personal property to conduct business on site. Only property that is necessary for this purpose is permissible.

• Securely store personal property. Security and storage of such property is the responsibility of the contractor.

• Maintain all personal property in a sightly manner, free from public view as much as possible.

• Erect storage structures, at the contractor’s sole expense, and only by advance permission of the Agency.

I. Weed and Pest Control

• Use only licensed staff or contractors to ensure herbicides and pesticides are used only to control undesirable vegetation, aquatic plants, insects, rodents, trash fish, and other pests and weeds as necessary for environmental protection and public safety.

• Prevent the spread of noxious plants. Concession staff will act affirmatively to identify such noxious plants, and treat or remove such plants in a timely fashion (and replant desired vegetation if necessary).

• Administer herbicides, by concession staff, during low-use visitation periods, provided the herbicides will be effective.

• Remove treated plants should they become a fire hazard.

J. Tables, Grills, & Outdoor Amenities

• Remove food particles, grease, or other debris from tables and benches.

• Remove graffiti from tabletops and benches upon discovery or notification.

• Trim excessive grass or vegetation from around the table area.

• Level tables and keep secured to the ground to prevent relocation or theft. Wooden tables shall be painted on a three-year rotating cycle.

K. Inspections and Code Compliance

• Perform a joint annual inspection with the park manager, of all facilities within the contracted area for safety and functionality.

• Maintain facilities in the contract area subject to regulatory controls in compliance at all times, and remedy deficiencies expeditiously. Routine inspections for contract compliance may be conducted monthly by the park manager or designee.

VI. Utilities

A. Electricity

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

• Park has only one meter for the whole site. Electricity use included in base minimum guarantee fee. Concessionaire shall utilize energy star or any cost saving appliances when available.

B. Water Systems

• Maintain, repair, operate and ensure regulatory compliance of any closed water system, used only by the concessionaire for contracted services.

• Maintain and repair as necessary a water system from a domestic supply, or from a shared system with other park operational systems, from the contractor’s side of the main supply valve. The Agency will provide water to a main supply valve, servicing the contract area.

• Utilize the following maintenance standards for all water fountains/hydrants included in the contract area:

a. All units and faucets flow freely and operate properly.

b. Catch basins shall be kept free of food particles, soap, grease, debris and standing water.

c. Painted surfaces/water devices shall be maintained in a clean condition.

d. Faucets and drains will be cleaned and maintained as needed.

e. Drain areas at spigots and well pumps shall drain properly.

f. Gravel in gray water sumps shall be removed and replaced as needed.

C. Sewage & Effluent

• Ensure that humans are free from unhealthy exposures to waste that might result from sewage disposal, or normal operation and use of contract area facilities.

• Use enzymes, or other environmentally safe treatment products, to promote odor control.

• Use deodorizers to minimize odorous conditions. All untreated sewage removed from the contract area will be taken to an approved landfill, lagoon or treatment facility.

D. Refuse and Waste Disposal

• Contract with a local solid waste disposal company for the removal of waste from within the contract area.

• Position an adequate number of dumpsters and trash receptacles to maintain refuse and waste disposal in a sightly and odor-free manner. Overflowing solid waste containers are not permissible, and the disposal of only legal substances shall be allowed

• Obtain approval for the number of receptacles, their size, color, style, and condition from the park manager.

E. Natural Gas or LPG

• Contract with a local service provider to provide liquid propane gas (LPG) or natural gas for contract area facilities, as necessary.

• Activate, maintain, and pay for any contracted LPG or natural gas service to the contract area.

F. Recycling

• Provide recycling collection centers for various types of recycling (aluminum, plastic, glass), in accordance with recycling efforts managed by the park manager.

• Properly post collection centers, maintain area in a clean and presentable condition, and ensure collection centers are resistant to intrusions from native wildlife.

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

• Transport collected recyclable materials to an authorized reclamation center.

VII. Customer Service

A. Customer Service Standards

• Establish a clearly defined customer service standard. All actions by concession staff should reflect a desire to fulfill a high-level quality service obligation to customers.

• Convey a respectful, courteous, and service-oriented impression to the customer at all points of visitor contact, whether in person, over the telephone, in writing, or by any other means.

• Respond quickly to any conflicts, disputes, or concerns expressed by the visiting public, and seek to represent the Agency in a positive, professional and courteous manner at all times.

B. Employee Customer Service Training

• Provide for an appropriate level of customer service training for its employees assigned to the contract area, including:

• Methods for gauging customer satisfaction

• Methods for resolving customer conflicts in a courteous and professional manner

• Measures used to assure civil rights laws are upheld.

C. Handling Complaints

• Monitor and be responsive to feedback received from customers. It is particularly important that complaints be dealt with expeditiously, and at the most local level possible.

• Handle general complaints and demonstrate to the park manager that issues are being resolved in a timely and satisfactory manner.

D. Rules Compliance

• Educate customers on contractor’s rules to ensure they are clearly known and understood, and also to set the standard for the manner in which they are enforced. The approach must be to use education and information to gain voluntary rules compliance from customers. This approach must assume that customers do not intentionally break the rules, but are simply not aware of the rules.

• Escalate any customer-related incidents that need a higher level of enforcement authority to the appropriate level of enforcement authority among park staff, or refer to a responsive law enforcement agency as soon as it should become necessary.

• Document all such incidents on an incident report completed by the concession manager.

Reports shall be shared with the park manager within 24 hours of any such incident.

E. Lost & Found Procedures

• Establish a formal lost and found procedure as a service to customers.

• Keep a log for all found items, items returned (and to whom), and unclaimed items turned over to park management.

F. Collection and Evaluation of Customer Feedback

• Use a customer satisfaction feedback mechanism, in the form of a readily available comment card, shall be employed by the concessionaire.

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

• Evaluate comments received trends, positive or negative, and services modified, improved or amended to best address customer needs, as indicated.

VIII. Risk Management

A. Hazard Mitigation and Safety Inspections

• Perform detailed safety inspections at least annually, documenting the inspection results in a pre-approved format, and presenting the documented findings to the park manager.

• Conduct a hazard prevention, safety and health inspection prior to the high-visitation season(s).

• Document all safety and health issues and needed corrective actions implemented to mitigate them as quickly as possible.

B. Emergency Response Plan

• Submit a plan identifying specific emergency response procedure for incidents occurring in the contract area in the following categories:

1. Medical

2. Fire

3. Rules Compliance/Law Enforcement

• Indicate the levels of emergency response training staff have received.

• Establish a process for evaluating emergency responses after the required reporting has taken place.

• Update the emergency response plan annually.

• Demonstrate professionalism in all emergency responses, and comply with Agency policies, and local procedures established by the park manager.

C. Security Procedures

• Secure all personal property, as well as any Agency-owned property, real or personal, placed into the care of the concessionaire for the purposes of performing the concessionaire’s responsibilities under the contract.

• Document the specific procedures for the safeguarding and security of all such property.

D. Risk Prevention

• Watch for and seek to prevent, at a minimum, the following hazards in the contract area:

o Excessive concentrations of bees, hornets, wasps, ants, and other insects.

o Slippery floors in restrooms and other structures.

o Protruding nails, bolts, wire ends, splinters, etc. on fences, buildings, table seats or other improvements.

o Loose traffic barriers.

o Hazards on docks, and other water-based resources.

o Missing or damaged navigational aids or buoys.

o Toxic plants.

o Broken glass or sharp fragments of metal or plastic.

o Unsanitary conditions, such as dead animals, garbage dumped in open areas, unauthorized effluent dumping, etc.

o Hazards and objects on walkways, paths, and trails.

• Remediate risk conditions identified by implementing the following steps:

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street o Inform all persons who are at imminent risk.

o Take all prudent and necessary actions to protect the public.

o Immediately report the hazard to any other employee(s) that may be affected, or who may be able to help remedy the hazard.

o Remedy the hazard risk as feasible, and document the action taken.

E. Hazardous Materials Storage

• Store small amounts of materials needed to conduct business such as fuel for equipment, paints, pesticides, herbicides and cleaning/disinfecting products in designated hazardous materials sheds or approved storage facilities within the contract area.

• Store all potentially hazardous materials in an approved and properly ventilated facility.

F. Safety and First Aid Training

• Provide a list of all mandatory safety and first aid training it makes available for its employees.

• Provide annual documentation to the park manager that all active concession employees are current with required training.

G. Vehicle and Equipment Safety

• Maintain all vehicle safety equipment in compliance with State and Federal safety standards. This applies to all vehicles, vessels and equipment used by the concessionaire for its operations, as well as for vehicles, vessels and equipment used as rental equipment for customers.

• Identify all concession-owned vehicles, vessels and equipment clearly as belonging to or associated with concession operations.

H. Fire Prevention and Protection

• Establish a close working relationship with the park manager and the fire district that has the most immediate response jurisdiction for the park. Fire Prevention efforts should be carefully coordinated with the district. At a minimum, the concession operator should have:

o Clear procedures for the notification of the responding district(s).

o Adequate emergency communications.

o A current list of Emergency Phone Numbers.

o Basic fire equipment & proper storage of equipment.

o An evacuation plan that has been coordinated with the park manager, and local fire and law enforcement agencies.

o Regular training and review of procedures with park staff.

o An emergency equipment maintenance schedule.

I. Accessibility Guidelines and Compliance

• Integrate current Federal and State of Arizona regulations pertaining to ADA/ABA Accessibility Guidelines into concession operations, especially any new construction. The Development Section should be consulted in such cases.

• Ensure effective communication with all customers with disabilities, including persons with impaired vision or hearing, so that all customers may be adequately informed about accessible services, activities, and facilities within the contract area.

J. Incident Management, Documentation and Reporting

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

• Document any incident report and record any occurrence that is out of the ordinary (typically related to law enforcement or risk management), or which may involve the need for follow-up at a later time. Typical examples of incident report types include accidents, injuries (or deaths), theft, vandalism, natural disaster, all 911 calls to emergency services agencies, property damage, and any incident that may involve an insurance carrier (i.e.

civil liability). If in doubt, the concessionaire should write the report.

• Provide any incident reports to the park management staff within 24 hours.

IX. Marketing, Media & Advertising

A. Methods & Promotional Materials

• Provide a description of all venues and materials that will be used for promotions and advertising for concession operations.

• Provide a schedule for planned special events, which must also be provided by the ASPB.

Website addresses, and examples of typical advertisements should be included.

B. Consistency with Park/Agency Purpose and Brand

• Describe how the concession operator’s marketing and advertising support the mission of Arizona State Parks, and the specific purpose and unique qualities of the park.

• Describe how the unique brand of Arizona State Parks will be enhanced through the marketing efforts of the concessionaire.

C. Frequency of Promotions

• Describe the frequency, style, and venues that will be used to promote concession operations.

D. Standards

• Use a high level of professional discretion in all forms of advertising, marketing and promotions.

• Promotional materials should be appropriate for all ages as Arizona State Parks is a family-friendly public agency.

• Discontinue any offensive or poorly designed promotions if deemed inappropriate by Agency management.

• Use of the park name, park logo, Agency name, and Agency logo only after receiving permission

• Ensure all advertising, promotions, and marketing efforts are in compliance with applicable laws, including civil rights standards.

E. Printed Literature

• Provide examples of the printed literature that is in use by the concessionaire, and what is planned for use under this contract.

F. Electronic Marketing

• Ensure the use of Internet and electronic marketing techniques does not link the park or the Agency with any websites deemed inappropriate.

G. Special Events

• Describe how the operation will complement the park’s scheduled special events throughout the year, and include any additional special events planned.

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

X. Communications

A. Methods and Equipment

• Utilize a variety of communications equipment, the extent and complexity dependent upon the scope of the contracted operations, to facilitate efficient and safe operations.

Professional-grade communications equipment enhances services, and benefits the visitor experience by providing an increased level of security and safety.

• Describe the communications equipment planned for use by the concessionaire under this contract.

B. Procedures

• Follow Federal licensing and use guidelines for professional-grade communications equipment involving the use of public airwaves, which are monitored and regulated by the Federal Communications Commission.

• Describe the specific procedures that will be followed for the use of communications equipment in the performance of this contract.

XI. Food and Beverage Services

A. Scope of Food and Beverage Services

• Describe the detailed scope of planned food and beverage services for this concession operation, including the locations and facilities that will be used.

B. Menu, Offerings, and Manner of Service

• Provide a menu of food and beverages that are anticipated to be offered to customers.

Indicate whether such offerings will be self-serve, sold over the counter, or provided by wait staff.

C. Health and Safety Standards and Code Compliance

• Comply with State and local health and safety regulations applicable to the planned operations.

• Indicate specifically how quality controls will be implemented to ensure compliance with all applicable regulations and codes.

D. Food-Handling Amenities and Procedures

• Provide a detailed list of equipment and amenities that will be used to offer food and beverage services, including any plans for necessary capital improvements.

• Provide a detailed description of the procedures for all food and beverage handling services.

XII. Retail Merchandise Sales

A. Retail Overview

• Offer for sale products and services that support the purpose and theme of the park where such services are offered. The central emphasis for retail marketing of products at the park is the enhancement of visitor experiences. The marketing strategy shall include an extra measure of dignity and professional integrity deemed appropriate for an Arizona State Park.

• Display products, goods, souvenirs, snacks, groceries, etc. in a professional, orderly, and attractive fashion. Products will be displayed in sections of the available retail space by specific groups (departments). Retail efforts must never include offensive or distasteful

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street products. Themes and artwork on souvenirs and clothing must be appropriate for the park setting.

• Prohibit the sale of beverages in glass containers, or any other products or services deemed inappropriate or prohibited by the Agency.

B. Product Selection Criteria

• Monitor current retail trends in order to properly match retail merchandise with customers., to enhance its knowledge of the park’s customer base for this park include the following considerations:

o Visitation Patterns o Appropriate “Impulse” Purchase Items o Seasonal Changes in Visitation and Market o Market Segments o Consumer Profiles for the greater Park Vicinity o Other Nearby Recreation Sites & Attractions o Site-Specific Emphasis, Purpose and History o Agency Public Information and Education Information o Available Floor Space

C. Pricing Philosophy

• Offer for sale products and services at a price which offers value to customers, and be representative of reasonable pricing policies based on the premise that the public will be charged no more for merchandise and services at the park than for the same or similar merchandise and services at similar retail outlets, or other recreational facilities in the area of the park.

• Grant complimentary or discounted pricing under such circumstances as are customary in businesses of the character conducted under this contract. However, the ASPB reserves the right to review and modify the Concessionaire's complimentary or reduced rate policies and practices.

• Describe the pricing philosophy for retail operations planned under this contract.

D. Nondiscrimination Policy

• Comply with all applicable laws relating to nondiscrimination in providing visitor services to the public including, without limitation, those set forth in the contract. The Concessionaire is responsible for ensuring that its employees observe strict impartiality as to all fees, product prices and services.

E. Agency Brand Promotion

• Describe how concession operations and promotions will serve to enhance the Arizona State Parks brand, image, and name recognition. As stated, all products and services offered under this contract shall support the purpose and theme of the park where such services are offered, as well as Arizona State Parks as a whole. The park name, Agency name, and all Agency logos may be used only be used on retail merchandise after final proof approval by the ASPB Brand & Product Manager.

F. Fuel & Propane Sales

• Describe how fuel sales, if planned or required under the contract, will be provided.

• Ensure the sales process shall be in compliance with all applicable regulatory and safety ordinances and codes.

• Describe how fuel sales pricing will be established at a fair market value.

Solicitation No. BPM007348

Kartchner Caverns Concessionaire - KACA

Arizona State Parks Board

1110 W. Washington Street

XII. Sub-Concessionaire Services

• Identify any planned services to be offered by subcontracted providers.

• Describe and ensure the sub-Concessionaire’s services will be held to the same standards as the primary concession operator.

• Describe how the sub-concessionaire’s cash-handling and record-keeping procedures will be accountable and auditable.

XIV. Additional Proposed Services

• Describe any additional proposed services that are not included in the RFP.

XV. Compliance with laws

• Concessionaire is required to comply with all applicable local, state, and federal health and labor laws. The Concessionaire is also responsible for complying with all OSHA standards and requirements. If Concessionaire outsources any work or job to a subcontractor, it is the primary Concessionaire’s responsibility to ensure that all subcontractors meet the requirements as stated in this Agreement, including the Special Terms and Conditions.

• Concessionaire must maintain an Arizona State business license for the…