Concessions_Operating_and_Service_Standards.pdf
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- Attached to
- Terminal 3 North 2 Concourse Retail Concessions
- Solicitation number
- RCS-26-0041
- Issued by
- Maricopa County, Phoenix City, Arizona
About this file
This is an Operating and Service Standards document for the City of Phoenix Aviation Department regarding retail concession operations at Phoenix Sky Harbor International Airport's Terminal 3 North 2 Concourse. The document establishes operational requirements for two retail concession packages: Package 1 comprises a News, Gift, and Convenience Store occupying 3,202 square feet in space N2-R1, and Package 2 is a Specialty Retail Boutique-Style Store spanning 1,198 square feet in space N2-R2. Successful respondents will be required to enter into a Concession Lease Agreement with the City and will be responsible for developing, operating, and managing their respective premises according to the standards outlined in the document. The contract will terminate upon the earliest occurrence of reaching the end of the term including any exercised extensions or upon termination pursuant to agreement provisions.
The operating and service standards document establishes performance expectations and operational guidelines that successful concessionaires must follow, including requirements related to store operations, customer service, maintenance, and compliance with airport policies. The document serves as a foundational reference for potential bidders to understand their obligations prior to lease execution. Specific pricing terms, financial requirements, and other detailed commercial arrangements are addressed in the draft Concession Lease Agreements provided as attachments to the solicitation. Respondents should reference the complete solicitation materials available through the City's Procurement Portal, including the draft leases and premise specifications, for comprehensive bid preparation and submission requirements.
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CONCESSION OPERATING AND SERVICE STANDARDS
Section 1 – Cleanliness Standards Section 2 – Premises Standards Section 3 – Storage Space / Delivery Standards Section 4 – Information, Directions & Signs Standards Section 5 – Operational Standards
Section 1 - Cleanliness Standards
1.1 All Premises shall be kept clean and well-maintained at all times.
1.2 All garbage shall be removed from counters and tables within five (5) minutes, following the previous customer’s exit.
1.3 Carpeting and flooring shall be vacuumed or cleaned daily or immediately when soiled.
1.4 Entrance doors (if applicable), glass windows and display cases shall be clean and free of smears, smudges, and dirt.
1.5 Sales and cashier areas shall be clean and organized.
1.6 Tray slides (if present) shall be clean.
1.7 Food trays shall be washed regularly (not just wiped down).
1.8 Light fixtures and their attachments shall be kept clean and free of dust.
1.9 Delivery palettes shall be neatly stacked/organized (while on loading dock or outside the Premises) between deliveries.
1.10 All cardboard boxes shall be broken down and placed within the designated cardboard receptacles.
1.11 Hallways, elevators, and areas around the Premises shall be free of Lessee-generated garbage.
ATTACHMENT P
1.12 Garbage receptacles shall be emptied regularly to avoid overflow of garbage.
1.13 Garbage shall be disposed of by placing accumulated garbage in Lessor-provided garbage compactor(s) and compacted.
1.14 Air conditioning, heating registers, and vents shall be clean regularly.
1.15 Premises and high touch point areas shall be cleaned in accordance with local, City of Phoenix, State and Federal laws and personal protective equipment will be accessible to reduce the spread of COVID-19, its variants, or other communicable diseases.
Section 2 - Premises Standards
2.1 Floors within the Premises shall be free of garbage, stains, holes, potential trip hazards and shall be clean and well-maintained.
2.2 All tables, chairs, booths display cases and fixtures shall be in good condition with no broken pieces, deep scratches, or graffiti.
2.3 All walls, ceilings, glass surfaces and fixtures shall be free of dust, stains, and well maintained.
2.4 All lights shall be in working order and all burned out bulbs shall be replaced within
24 hours.
2.5 Shipping materials, packaging, and delivery carts shall be stored out of the public view when not in use.
2.6 Cleaning supplies and equipment shall be stored out of public view.
2.7 Closet doors shall be kept closed.
2.8 Garbage receptacles shall be odor free, kept clean and in good condition, without dents, marks, or peeling paint.
2.9 The personal belongings of employees shall not be in public view.
2.10 All entrances to concession units shall be free from obstruction(s), including concession merchandise any loading and unloading equipment, s a l e s /advertising stanchions, and Lessee-generated garbage.
2.11 Lessee-provided air conditioning and heating units shall be maintained in good working order.
2.12 Music shall not be played from the concession unit.
Section 3 - Storage Space / Delivery Standards
3.1 Products and merchandise stocked in Lessee’s support space (if applicable) shall not block doors, electrical panels or hinder the fire suppression system.
3.2 Lessee shall not erect walls within the storage space (if applicable) to create office space, private storage, or additionally secured areas.
Section 4 - Information, Directions and Signs Standards
4.1 Store policies pertaining to credit cards, returns/refunds, shall be clearly displayed.
4.2 Clearly display a toll-free phone number or QR code for customer complaints or customer compliments.
4.3 Hours of operation shall be fully displayed.
4.4 Handwritten and unprofessional signs shall not be used.
4.5 Illuminated signs shall be in proper working condition.
4.6 All signage/postings shall receive Aviation approval prior to installation. All necessary licenses, permits, notices and inspection certificates on the Premises will be clearly displayed.
4.7 All signage/postings shall comply with plans approved by the Aviation Director.
4.8 All necessary licenses, permits, notices and inspection certificates on the Premises shall be clearly displayed.
Section 5 - Operational and Product Standards
5.1 All odor-producing operations, products and equipment must be controlled by venting, wrapping, enclosing, containing or other treating to prohibit the entry of objectionable odors into public spaces. Objectionable odors include odors of machinery, electrical devices, food preparation, perfumes and perfume products, cleansers, oils, and garbage disposal systems.
5.2 All prepackaged food items shall be labeled with an “expiration date.” No items shall be offered for sale or remain on shelves after the expiration dates and times.
5.3 Food service preparation must comply with all applicable regulations, including those established by the Maricopa County Health Services Department (MCESD).
5.4 All food merchandisers and related equipment shall be in good working order maintaining the hot or cool temperature, as necessary, in accordance with
MCESD.
5.5 Any activities that involve the final preparation of food from raw or partially prepared ingredients, shall be concealed from public view unless otherwise approved by the City of Phoenix and MCESD. Food preparation that is entertaining to watch or commonly accepted as part of a serving operation may be performed in public view with prior approval from the City of Phoenix.
5.6 All food used for display purposes shall be rotated daily.
5.7 All prepackaged food items shall be labeled with an “expiration date.” No items shall be offered for sale or remain on shelves after the expiration dates.
5.8 Lessee shall make every attempt to ensure all menu items are available.
5.9 Hot food shall be delivered hot and cold food shall be delivered cold.
(Revised 5.16.2024)
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