PWS ILEA Residential Hall - 04222026.pdf

SBU - CONTRACTING AND ACQUISITIONS

PERFORMANCE WORK STATEMENT (PWS)

ADMINISTRATION AND MANAGEMENT OF INTERNATIONAL LAW

ENFORCEMENT ACADEMY DORMITORY BUILDING (ILEA DORMS)

PART 1: GENERAL INFORMATION

1. GENERAL

This is a non-personal services contract to provide administration and management of the International Law Enforcement Academy (ILEA) residence hall, gymnasium, and pool deck. The United States Government (USG) shall not exercise supervision or control over contract service providers performing these services. Contract service providers are accountable solely to the Contractor, who is responsible to the USG.

1.1 Description of Services/Introduction

The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform administration and management of the ILEA residence hall, gymnasium, and pool deck as defined in this PWS, except for items specified as government-furnished property and services. The Contractor shall perform to the standards in this contract.

1.2 Background

The ILEA Residence Hall is a two-floor facility with 56 standard bedrooms, four suites, four laundromats for participants, four game rooms, and two business centers. Additionally, there is one office/storage building, a gymnasium, pool deck, and industrial laundry facilities.

1.3 Objectives

All services for participants shall meet at least three-star hotel standards and provide adequate staffing for facility cleaning and management. The successful

Contractor will:

• Provide Front Office, Housekeeping, and Laundry Management as detailed in this PWS

• Provide adequate supplies of toiletries, amenities, and cleaning supplies to ensure constant availability without interruption

• Provide cleaning services for the ILEA Residence Hall, Gymnasium, Storage

Rooms, and Pool Deck

1.4 Scope

Services shall include management of the Residence Hall, from providing daily housekeeping of occupied bedrooms to preparing annual cleaning work plans for the entire facility. The Contractor shall also provide cleaning of the entire building, including the Gymnasium, Storage Rooms, and Pool Deck areas. The Contractor shall accomplish all general services, including cleaning, maintenance reporting, and management of the Residence Hall.

Services include:

• Provide daily housekeeping of occupied rooms and cleaning of unoccupied rooms every three (3) days

• Provide daily cleaning of all ILEA Residence Hall hallways, two business centers, storage rooms, gymnasium, and pool deck

• Operate the ILEA laundry facilities and program washing and drying appropriately to ensure constant availability without interruption

• Provide adequate supply of toiletries to ensure constant availability without interruption, including:

o Two soap bars o Shampoo o Toothpaste and toothbrush o Facial tissue o Shower cap and sanitary bags (for female participants; available upon request for male participants) o 8-ounce paper or cardboard drinking cups in sealed bags o Toilet paper o Plastic bags for bedroom and bathroom trash cans

• Prepare and present an annual deep cleaning work plan, which must include:

o Quarterly deep cleaning of all bedrooms (56 standard rooms and four suites), gymnasium, storage rooms, and polishing of floors with a commercial floor-polishing machine o Monthly deep cleaning of the 56 bedroom terraces, eight suite terraces

(two per suite), four game rooms, four laundromats, industrial laundry room, pool deck, and ceilings o Monthly cleaning of the Residence Hall's and Gymnasium's glass panels o Note: Submit a sample annual work plan with your proposal

• Prepare and provide a Room Directory for each room with general information about the facilities and services, as well as information about restaurants, museums, historic landmarks, etc.

• Prepare and provide weekly maintenance reports to the ILEA Project

Management Specialist; in case of emergencies, report urgent repairs immediately

• Prepare and provide daily operations reports

• Provide cleaning equipment, materials, and tools to maintain the ILEA

Residence Hall in good condition

• All cleaning products must be environmentally friendly and of commercial grade

• Conduct and consolidate guest satisfaction surveys after every course and present results to the Project Management Specialist the week after the course has finished (a minimum of 90% overall satisfaction is required)

• Collect all bedroom and public area trash daily and dispose of it in 55-gallon bags at the area designated by ILEA at the end of each day

• Maintain a 24-hour convenience store with a variety of snacks, beverages, laundry detergent and softener kits, and toiletry items such as razors, toothbrushes, hairbrushes, sunblock, etc.

• Provide dry cleaning services to participants through a well-known and recognized company (paid by participants)

• Provide guests with tours, transportation, and taxi services on call

• Maintain up-to-date inventories of game room accessories, AC remote controls, batteries, towels, linens, pillows, and quilts

1.5 Period of Performance

The period of performance shall be one (1) base year of five and a half (5.5) months and four (4) twelve-month option years.

Base Year July 20, 2026 through December 31, 2026

Option Year 01 January 1, 2027 through December 31, 2027

Option Year 02 January 1, 2028 through December 31, 2028

Option Year 03 January 1, 2029 through December 31, 2029

Option Year 04 January 1, 2030 through December 31, 2030

1.6 General Information

1.6.1 Quality Control (QC)

The Contractor shall develop and maintain an effective Quality Control Program

(QCP) to ensure services are performed in accordance with this PWS. The

Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The QCP shall be delivered with the

Contractor's proposal, as this will be an evaluation factor. A copy of a comprehensive written QCP shall be submitted to the Contracting Officer and COR within five (5) working days when changes are made thereafter. After acceptance of the quality control plan, the Contractor shall receive the Contracting Officer's written acceptance of any proposed change to the QC system.

1.6.2 Quality Assurance

The Government shall evaluate the Contractor's performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP) (Attachment 1).

This plan focuses on what the USG must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.7 Recognized Holidays

The Contractor shall perform services on USG and Government of El Salvador

(GOES) holidays listed below:

• New Year's Day (USG & GOES)

• Martin Luther King Jr.'s Birthday (USG)

• President's Day (USG)

• Memorial Day (USG & GOES)

• Independence Day (USG & GOES)

• Labor Day (USG & GOES)

• Mother's Day (GOES)

• Columbus Day (USG)

• All Souls' Day (GOES)

• Veterans Day (USG)

• Thanksgiving Day (USG)

• Christmas Day (USG & GOES)

1.8 Hours of Operation

The Contractor is responsible for conducting business 24 hours a day, 7 days per week. Participants will be lodged in the Residence Hall for one, two, or three weeks at a time, except when the Academy facility is closed due to local or national emergencies, administrative closings, or similar Government-directed facility closings. For other than firm-fixed-price contracts, the Contractor will not be reimbursed when the Government facility is closed for the above reasons. The

Contractor must maintain an adequate workforce at all times for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that workforce stability and continuity are essential.

1.8.1 Changes to Training Schedule

A spreadsheet (Attachment A) is attached to this solicitation for use by offerors in presenting their quotes. The spreadsheet shows estimated requirements for room nights based upon the current training schedule. Trainings may be added, cancelled, or rescheduled at ILEA's sole discretion. ILEA will endeavor to inform the Contractor of changes to this schedule with as much lead time as possible.

However, if and as changes occur in this schedule, the Contractor must adjust staffing and hours of operation to accommodate them.

1.9 Place of Performance

Work under this contract will be performed at the ILEA Student Residence Hall facility (Boulevard Cancillería and Calle El Pedregal, ILEA building, Antiguo

Cuscatlán, La Libertad).

1.10 Type of Contract

The Government anticipates the award of a Firm-Fixed-Price Contract.

1.11 Security Requirements

1.11.1 Clearances

Contractor personnel performing work under this contract must have all National

Police clearances at the time of proposal submission and must maintain the required level of security for the life of the contract.

1.11.2 Physical Security

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

1.11.3 Key Control

The Contractor shall establish and implement methods to ensure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. NOTE: All references to keys include key cards.

No keys issued to the Contractor by the Government shall be duplicated. The

Contractor shall develop procedures covering key control that shall be included in the QC Plan. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the Contracting

Officer's Representative (Project Management Specialist).

1.11.3.1 Lost Keys

In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the Contracting Officer, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. 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.

1.11.4 Authorized Use of Keys

The Contractor shall prohibit the use of Government-issued keys/key cards 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 Contracting Officer.

1.12 Lock Combinations

The Contractor shall establish and implement methods to ensure that all lock combinations are not revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor's QCP.

1.13 Post-Award Conference/Periodic Progress Meetings

The Contractor agrees to attend any post-award conference convened by the contracting activity or contract administration office. The Contracting Officer, Contracting Officer's Representative (COR), and other USG personnel, as appropriate, may meet periodically with the Contractor to review the Contractor's performance. At these meetings, the Contracting Officer will apprise the Contractor of how the Government views the Contractor's performance, and the Contractor will apprise the USG of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the USG.

1.14 Contracting Officer's Representative (COR)

The COR will be identified by at the time of award. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: ensure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including USG drawings, designs, and specifications; monitor Contractor's performance and notify both the Contracting

Officer and Contractor of any deficiencies; coordinate availability of USG-furnished property and provide site entry for Contractor personnel. The COR is not authorized to change any of the terms and conditions of the resulting order, especially regarding changes in cost or price estimates or changes in delivery dates.

1.15 Key Personnel

The following personnel are considered key personnel by the USG: Residence Hall

Manager and Front Desk Agents. The Contractor shall provide an on-site manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the Contractor when the manager is absent shall be designated in writing to the Contracting Officer Representative. The contract manager or alternate shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract. The contract manager or alternate shall be available whenever the facility is in use. Qualifications for all key personnel are listed below:

1.15.1 Residence Hall Manager

The ability to manage in a diverse environment with focus on client and customer services, entrepreneurship, and building and growing a strong business is essential to success in this role. Must be able to communicate effectively with clients, senior management, and support staff. Ensure confidentiality and security of participants' rooms. Demonstrate a strong business and work ethic. Respond effectively to changing demands. Oversee the work of housekeeping staff and work closely with the Housekeeping Senior Attendant to ensure all supplies are adequate. Conduct routine inventory of tools and supplies such as linen, towels, and cleaning supplies used for the Residence Hall's daily operations. Report any repair services, maintenance issues, or safety hazards to the Project Management Specialist.

Routinely check all appliances in rooms and public areas to ensure all equipment is in working order. Inspect rooms prior to check-in, as well as the lobby, halls, front desk, and laundry rooms to determine levels of cleanliness and provide feedback to staff. Interact professionally with participants and take action to resolve problems to maintain a high level of customer satisfaction and quality. Maintain all front desk-related equipment and a par stock of supplies. Resolve guests' complaints;

anticipate potential problems by reviewing and monitoring complaints and operational issues. Assist in the upkeep of inventory of cleaning supplies to ensure that there is no shortage of supplies at any time.

Experience: A minimum of five (5) years' experience in the hotel or hospitality industry is required. Premises and liability accountability and contract-managed service experience is desirable.

Education: Ideal candidates will possess a bachelor's degree in Hospitality, Tourism, Business or Operations Management, or other related field.

Language: Ability to speak English and Spanish at the level of professional competence is required. French and/or Portuguese is a plus.

Core Competencies: Communication, Fiscal Management, Management, Planning, Leadership

1.15.2 Front Desk Personnel

Front Desk Personnel are the first point of contact with guests and handle all stages of a participant's stay. They should be friendly with an outgoing personality and a natural talent for customer service. They must have excellent knowledge of the facility and its surroundings to answer any questions participants might have or follow up accordingly. Excellent written and verbal communication skills are required.

Experience: A minimum of two (2) years' experience in the hotel or hospitality industry is required.

Education: Ideal candidates will have a minimum of two years of university studies in Hospitality, Tourism, Business or Operations Management, or another related field.

Language: Ability to speak English and Spanish at the level of professional competence is required. French and/or Portuguese is a plus.

Core Competencies: Communication, Customer Service, and Planning

1.16 Identification of Contractor Employees

All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. The Contractor will be required to obtain and require badges to be worn by their personnel in the performance of this service so they can be easily identified.

1.17 Data Rights

The USG has unlimited rights to all documents/materials produced under this contract. All documents and materials, including the source codes of any software, produced under this contract shall be USG-owned and are the property of the USG with all rights and privileges of ownership/copyright belonging exclusively to the

USG. These documents and materials may not be used or sold by the Contractor without written permission from the Contracting Officer. All materials supplied to the USG shall be the sole property of the USG and may not be used for any other purpose. This right does not abrogate any other USG rights.

1.18 Organizational Conflict of Interest

Contractor and subcontractor personnel performing work under this contract may receive, have access to, or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications, or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interest (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the

Contracting Officer to avoid or mitigate any such OCI. The Contractor's mitigation plan will be determined to be acceptable solely at the discretion of the Contracting

Officer, and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may effect other remedies as he or she deems necessary, including prohibiting the

Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.19 Phase-In/Phase-Out Period

To minimize any decreases in productivity and to prevent possible negative impacts on services, the Contractor shall have personnel on board during the thirty

(30) day phase-in/phase-out periods. During the phase-in period, the Contractor shall become familiar with performance requirements to commence full performance of services on the contract start date.

PART 2: DEFINITIONS & ACRONYMS

2.1 Definitions

2.1.1 Contractor: A supplier or vendor awarded a contract to provide specific supplies or services to the Government. The term used in this contract refers to the prime contractor.

2.1.2 Contracting Officer (CO): A person with authority to enter, administer, and/or terminate contracts, and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the

Government.

2.1.3 Contracting Officer's Representative (COR): An employee of the U.S.

Government appointed by the Contracting Officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the

Contractor if that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4 Defective Service: A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.5 Deliverable: Anything that can be physically delivered but may include non-manufactured things such as meeting minutes or reports.

2.1.6 Key Personnel: Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the

Key Personnel listed in the PWS.

2.1.7 Physical Security: Actions that prevent the loss or damage of Government property.

2.1.8 Quality Assurance: The Government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.9 Quality Assurance Surveillance Plan (QASP): An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.10 Quality Control: All necessary measures taken by the Contractor to ensure that the quality of a product or service meets contract requirements.

2.1.11 Subcontractor: One that enters a contract with a prime contractor. The

Government does not have privity of contract with the subcontractor.

2.1.12 Workday: The number of hours per day the Contractor provides services in accordance with the contract.

2.1.13 Work Week: Monday through Friday, unless specified otherwise.

PART 3: GOVERNMENT-FURNISHED PROPERTY, EQUIPMENT, AND

SERVICES

3.1 Services

The USG will provide building to the Student Residence Hall as required.

3.2 Facilities

The USG will provide desk space, telephones, computers, and other items necessary to maintain an office environment.

3.3 Utilities

The USG will provide all utilities in the facility, which will be available for the

Contractor's use in performance of tasks outlined in this PWS. The Contractor shall instruct employees in utilities conservation practices. The Contractor shall be responsible for operating under conditions that preclude the waste of utilities, which includes turning off water faucets or valves after using the required amount to accomplish task.

3.4 Equipment

The USG will provide key cards and a card-making machine, including two computers pre-loaded with the necessary software for the key function, tables, chairs, and other furnishings of the facility. The Contractor will be responsible for the cost of damage or replacement to maintain the existing level of furnishing but not for normal wear and tear.

PART 4: CONTRACTOR-FURNISHED ITEMS AND SERVICES

4.1 General

The Contractor shall furnish all supplies, equipment, facilities, and services required to perform work under this contract that are not listed under Section 3 of this PWS.

4.2 Materials

The Contractor shall furnish materials, supplies, and equipment necessary to meet the requirements under this PWS.

4.3 Equipment

The Contractor shall maintain all items of furnishings and fixtures in the condition and quantity found at the time of award of the management contract.

PART 5: SPECIFIC TASKS

5.1 Basic Services

The Contractor shall provide services for cleaning by sweeping, wiping, mopping, and vacuuming (if necessary) guest rooms, lobby areas, and public areas, such as reception areas, hallways, lounges, washing areas, storage areas, stairs, terraces, bathrooms, gymnasium, pool deck, and other areas requested by the Project

Management Specialist according to the following details of work:

5.1.1 Clean, by sweeping, mopping, and dusting, the common hallway, removing all black stains using commercial-grade polishing liquid.

5.1.2 Clean all glass panels, interior and exterior, wherever reachable (as appropriate), including skylights.

5.1.3 Clean bathrooms; wipe and wash the bathroom fixtures using deodorant liquid and disinfectant liquid; replace toilet paper.

5.1.4 Empty all bedroom, bathroom, common area, gymnasium, and laundromat garbage bins and dispose of waste at the area designated by ILEA at the end of the day.

5.1.5 Clean, by dusting, sweeping, wiping, and mopping, the interior of guest rooms using commercial-grade cleaning liquid and disinfectant liquid.

5.1.6 Clean, by dusting and wiping, furniture in guest rooms using commercial furniture cleaning liquid.

5.1.7 Clean stains on walls, switches, doorknobs, and floors inside guest rooms and bathrooms.

5.1.8 Perform all other duties as assigned by the responsible staff with regard to cleaning policy.

5.1.9 Ensure paper towels and toilet paper in the gymnasium are always stocked for use by staff/participants.

5.1.10 Use air freshener in the reception area, guest rooms, and bathrooms.

5.1.11 Provide cleaning equipment, such as industrial floor-polishing machines, commercial microfiber mops, brooms, dusters, water sprayers, and vacuums (if needed).

5.1.12 Submit a weekly maintenance report to the ILEA Project Management

Specialist.

5.1.13 When there is a problem with utilities or any operating systems, immediately notify the ILEA Project Management Specialist to contact the proper relevant service providers to have them repaired.

5.1.14 Notify the ILEA Project Management Specialist whenever there are any malfunctioning systems, such as fire systems, electrical systems, and/or air-conditioning systems.

5.1.15 All Contractor personnel shall always wear uniforms and proper identification for safety reasons, uniformity, and appropriateness for the building, a governmental organization.

5.1.16 If participants do not comply with the building services rules and regulations, such as bringing an outsider to stay in the building, making disturbing noises, or damaging public assets, a report should be made and submitted to the facility monitoring personnel and the ILEA Project Management Specialist.

5.1.17 No pets are allowed into the building.

5.1.18 In case of visitors, the front desk agent shall contact the appropriate guest to come down and meet the visitor in the lobby on the ground floor.

5.1.19 Personnel must check all room accessories and equipment after the guest's check-out, such as turning off the lights and unplugging all electrical appliances to aid in saving electricity costs (i.e., the Government's budget).

5.2 Cleaning and Maintenance

5.2.1 Guest Rooms

5.2.1.1 Make the bed every day; change the sheets and pillowcases two times per week (Wednesday and Saturday). If stained by a participant, replace with clean sheets and/or pillowcases and process soiled sheets as needed.

5.2.1.2 Wash quilts/comforters every two weeks. If stained by a participant, replace with a clean one and process the soiled quilt/comforter as needed.

5.2.1.3 Clean all glass panels, interior and exterior, wherever reachable.

5.2.1.4 Clean all surfaces and furniture with commercial cleaning products as appropriate.

5.2.1.5 Clean the floor by sweeping, dusting, wiping, and mopping.

5.2.1.6 Empty garbage and place a new plastic bag in the container.

5.2.1.7 Items 5.2.1.3 through 5.2.1.6 shall be performed daily.

5.2.2 Bathrooms in Guest Rooms

5.2.2.1 Clean bathroom fixtures and surfaces.

5.2.2.2 Replace towels.

5.2.2.3 Clean the mirror.

5.2.2.4 Clean shower tiles.

5.2.2.5 Clean shower curtains.

5.2.2.6 Arrange bathroom supplies, such as soap, shampoo, toilet paper, etc.

5.2.2.7 Empty garbage and place a new plastic bag in the container.

5.2.2.8 Frequency: Daily.

5.2.3 Common Areas and Other Areas

5.2.3.1 Clean hallway TV areas (sofas, tables, and TVs) on both floors.

5.2.3.2 Clean both business centers' equipment.

5.2.3.3 Clean the four entertainment rooms.

5.2.3.4 Polish floors in common areas and hallways.

5.2.3.5 Clean and maintain electrical appliances around fire exit stairwell areas in good working order.

5.2.3.6 Upkeep and clean all housekeeping service rooms.

5.2.3.7 Upkeep and clean laundromats.

5.2.3.8 Upkeep exercise room and gym area.

5.2.3.9 Upkeep and clean all areas of each floor of the building.

5.2.3.10 Upkeep and clean the terrace area.

5.2.3.11 Upkeep and clean the pool deck.

5.2.3.12 Clean and tidy up the reception room on the ground floor.

5.2.3.13 Upkeep and clean the hallways and all staircases (emergency staircases included).

5.2.3.14 In case of emergency and technical problems, coordinate with the ILEA

Project Management Specialist.

5.2.3.15 Prepare a list of room keys, all equipment, and appliances upon receiving them from ILEA at the beginning of the contract and return them at the end.

5.3 Standards of Service

5.3.1 Room Cleaning

5.3.1.1 Floors must be cleaned with no dirty stains or dust. Floors shall be mopped using commercial cleaning and disinfectant liquids with quality complying with standards.

5.3.1.2 Wipe all glass panels in the room until clear with no finger marks shown.

5.3.1.3 Dust sheer curtains and blackout curtains.

5.3.1.4 Clean furniture, such as tables, chairs, beds, wardrobes, doors, and windows, by dusting and wiping to remove all dust. Furniture and appliances shall be appropriately arranged.

5.3.1.5 Garbage bins shall be emptied and cleaned every day; there shall be no garbage smell in the room.

5.3.1.6 Frequency: Daily when the room is occupied; every two weeks when rooms are not occupied.

5.3.2 Changing Linens

5.3.2.1 Bed sheets, pillowcases, blankets, and towels shall be white and clean, showing no stains, and shall be disinfected.

5.3.2.2 Beds shall be nicely made, and pillows placed at the head of the bed.

5.3.2.3 Blankets shall be white and clean with no dirty stains and shall be odor-free.

5.3.2.4 Frequency: Every three days when rooms are occupied; every two weeks when rooms are not occupied.

5.3.3 Bathroom Cleaning

5.3.3.1 Bathrooms shall be clean and odor-free with no stains on bathroom fixtures.

Floors and walls shall be wiped dry; mirrors shall be cleaned and clear.

5.3.3.2 Commercial cleaning liquid and disinfectant shall be used to clean bathrooms.

5.3.3.3 All items in the bathroom shall be nicely and appropriately arranged.

5.3.3.4 No garbage left in the bathroom.

5.3.3.5 Frequency: Daily when rooms are occupied; inspect the bathroom and clean as required when rooms are not occupied.

5.3.4 Hallway Cleaning

5.3.4.1 Hallways must be mopped using commercial cleaning liquid and disinfectant liquids. Hallways must be left with no dirty stains and garbage.

5.3.4.2 Each floor shall have a garbage collection area, and there shall be no garbage left behind each day.

5.3.4.3 Wipe staircase rails and staircases with disinfectant liquids.

5.3.4.4 There shall be no cobwebs on ceiling areas.

5.3.4.5 Wipe glass panels; there shall be no dust on glass surfaces.

5.3.4.6 Frequency: Daily.

5.3.5 Office & Front Desk Area

5.3.5.1 Working desks, chairs, and cabinets shall be wiped with commercial disinfectant liquids. There shall be no dust left on surfaces. Books and other materials shall be put in place nicely.

5.3.5.2 Kitchenette and dining areas shall be wiped and maintained in clean condition.

5.3.5.3 Sofas shall be in clean condition. No finger marks on glass surfaces.

5.3.5.4 Frequency: Daily.

5.3.6 Hallway Lounges

5.3.6.1 Tables, chairs, and TVs shall be wiped with commercial disinfectant liquids; books shall be nicely arranged and tidy, with no dust left on them.

5.3.6.2 Frequency: Daily.

5.3.7 Business Centers

5.3.7.1 Use cloth dampened with disinfectant liquid to wipe tables and chairs.

Computer keyboards shall be properly placed and wiped with proper liquids.

5.3.7.2 Frequency: Daily.

5.3.8 Entertainment Rooms

5.3.8.1 Use cloth dampened with proper disinfectant liquid to wipe all entertainment games.

5.3.8.2 Floors must be mopped using cleaning liquids and disinfectant liquids and must be left with no dirty stains and garbage.

5.3.8.3 There shall be no cobwebs on ceiling areas.

5.3.8.4 Wipe all glass panels; there shall be no dust on glass and no stains.

5.3.8.5 Frequency: Daily.

5.3.9 Fitness Area (Gymnasium)

5.3.9.1 Use cloth dampened with proper disinfectant liquid to wipe all exercise equipment.

5.3.9.2 Floors must be mopped using cleaning liquids and disinfectant liquids and must be left with no dirty stains and garbage.

5.3.9.3 There shall be no cobwebs on ceiling areas.

5.3.9.4 Wipe all glass panels; there shall be no dust on glass and no stains.

5.3.9.5 Clean all garbage cans and replace the plastic bags.

5.3.9.6 Frequency: Daily.

5.3.10 Pool Deck

5.3.10.1 Pool deck furniture must be clean and organized.

5.3.10.2 Pool deck floor must be swept and must be left with no stains, mold, or garbage.

5.3.10.3 Frequency: Daily.

5.3.11 Storage Rooms

5.3.11.1 Floors must be swept and mopped using commercial cleaning liquids and disinfectant liquids and must be left with no dust or dirty stains.

5.3.11.2 All racks must be dusted.

5.3.11.3 Frequency: Daily.

5.4 Room Supplies and Services

The Contractor shall provide room supplies and services as follows:

5.4.1 Wash and dry sheets

5.4.2 Wash and dry pillowcases

5.4.3 Wash and dry towels

5.4.4 Wash and dry face towels

5.4.5 Wash and dry hand towels

5.4.6 Wash and dry bedspreads

5.4.7 Wash and dry blankets

5.4.8 Wash and dry mattress cover sheets

5.4.9 Wash and dry bed skirts

5.4.10 Wash and dry bathmats

5.4.11 Protected paper or cardboard drinking cups in bags

5.4.12 Sanitary bags

5.4.13 Tissue boxes

5.4.14 Toilet tissue

5.4.15 Shampoo

5.4.16 Bars of soap

5.4.17 Toothbrush and toothpaste

5.4.18 Shower caps

5.4.19 Door signs

ATTACHMENT 1 – QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate the Contractor's actions while implementing the requirements/objectives listed in the Performance Work Statement (PWS). It is designed to provide an effective surveillance method of monitoring the Contractor's performance for each listed objective in the PWS.

The QASP provides a systematic method to evaluate the services the Contractor is required to furnish. It is based on the premise that the Government desires to maintain a quality standard in supporting, providing recommendations, addressing planning and budgetary needs, and an evaluation that a service contract is the best means of achieving those objectives.

The Contractor, and not the Government, is responsible for implementing their own management and quality control procedures to meet the terms of the contract.

The role of the Government is quality assurance to ensure contract standards are achieved.

In this contract, the hotel inspection report and inspection reports are the drivers for ensuring the delivery of quality products. The Contractor is required to develop a comprehensive program of activities for all tasks for each management area. The first major step to ensuring a "self-correcting" contract is to ensure that the approved work plan provides the measures needed to lead the Contractor to success. Once the work plan is approved, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

SURVEILLANCE

The Government Contracting Officer's Representatives (CORs) will monitor the

Contractor's work and will be the designated persons to receive complaints directly from the designated Government Point of Contact (POC) for that specific management area.

STANDARD

Timeliness of the reports and plans shall not exceed the thresholds cited below in

Table 1 for each performance standard. The COR shall notify the Contracting

Officer for appropriate action in accordance with FAR 52.212-4, Contract Terms and Conditions—Commercial Items, or the appropriate Inspection of Services clause, if any of the service areas exceed the thresholds.

The Performance Requirements Summary (PRS) in Table 1 outlines the

Government's performance requirements for this contract.

TABLE 1: PERFORMANCE REQUIREMENTS SUMMARY

Performance

Objective

Performance

Standard

Acceptable

Quality Level

(AQL)

Surveillance

Method Incentive

Identification of

Responsible

Officials

Emailed to the CO and COR within one (1) working day of changes in personnel.

Two (2) working days of changes in personnel.

100% inspection

CPARS

report

(positive or negative)

Hotel

Inspection

Report

Emailed to the

COR within one

(1) working day following the beginning of each week. Shall be in electronic form in

Microsoft Office-compliant format.

Two (2) working days following the end of each week.

5% rejection rate of all formal deliverables submitted under the performance provisions of the contract; 10% rejection rate of draft submissions.

100% inspection

CPARS

report

(positive or negative)

Maintenance

Report

Provide monthly maintenance report that

Provide report to the COR for review on a

100% inspection

CPARS

report

(positive

Performance

Objective

Performance

Standard

Acceptable

Quality Level

(AQL)

Surveillance

Method Incentive identifies level, methods, and frequencies of required equipment and building inspections.

biweekly basis within three (3) working days of the end of the work week. 5% rejection rate of all formal deliverables submitted under the performance provisions of the contract; 10% rejection rate of draft submissions.

or negative)

Delegate

Complaints

Provide action to

CO and COR regarding

Contractor's response to resolving complaints by the delegates. Emailed to the CO/COR within 24 hours of receipt and acknowledgement of the complaint.

Two (2) working days following the end of each week.

5% rejection rate of all formal deliverables submitted under the performance provisions of the contract; 10% rejection rate of draft submissions.

100% inspection

CPARS

report

(positive or negative)

This procurement will be conducted as a Lowest Price Technically Acceptable

(LPTA) source selection.

Under the LPTA approach, the Government will evaluate proposals to determine technical acceptability and past performance confidence, then award to the lowest priced, technically acceptable offeror whose proposal represents the best value to the Government.

INSTRUCTIONS TO OFFERORS

Offerors shall submit proposals in accordance with the instructions and evaluation criteria outlined below. The Government intends to award a contract resulting from this solicitation to the responsible offeror whose proposal conforms to the solicitation and is the lowest price technically acceptable (LPTA).

EVALUATION FACTORS

The Government will evaluate proposals using the following factors:

1. TECHNICAL ACCEPTABILITY (Pass/Fail)

Proposals will be evaluated on a pass/fail basis to determine whether they meet the minimum technical requirements specified in the Performance Work Statement

(PWS). To be considered technically acceptable, proposals must demonstrate the following:

Factor 1.1: Understanding of Requirements (Pass/Fail)

• Demonstrates a clear understanding of the scope of work, including all services required under Section 1.4 and Part 5 of the PWS

• Demonstrates understanding of the facility (56 standard rooms, 4 suites, gymnasium, pool deck, common areas, etc.)

• Demonstrates understanding of 24/7 operations requirements and ability to adjust to changing training schedules

Factor 1.2: Quality Control Program (Pass/Fail)

• Submission of a comprehensive Quality Control Program (QCP) as required in Section 1.6.1

• QCP includes procedures to identify, prevent, and ensure non-recurrence of defective services

• QCP addresses all performance standards outlined in Section 5.3

Factor 1.3: Annual Deep Cleaning Work Plan (Pass/Fail)

• Submission of a sample annual deep cleaning work plan as required in

Section 1.4

• Work plan includes quarterly deep cleaning of all bedrooms, gymnasium, storage rooms, and floor polishing

• Work plan includes monthly deep cleaning of terraces, game rooms, laundromats, industrial laundry room, pool deck, and ceilings

• Work plan includes monthly cleaning of glass panels

Factor 1.4: Staffing Plan (Pass/Fail)

• Demonstrates adequate staffing levels to meet three-star hotel standards

• Provides organizational chart showing management structure

• Demonstrates ability to maintain adequate workforce for uninterrupted 24/7 operations

• Demonstrates understanding of phase-in/phase-out requirements (Section

1.19)

Factor 1.5: Key Personnel Qualifications (Pass/Fail)

• Residence Hall Manager meets minimum qualifications specified in Section

1.15.1:

o Minimum 5 years' experience in hotel or hospitality industry o Bachelor's degree in Hospitality, Tourism, Business or Operations

Management, or related field o Professional competence in English and Spanish

• Front Desk Personnel meet minimum qualifications specified in Section

1.15.2:

o Minimum 2 years' experience in hotel or hospitality industry o Minimum 2 years of university studies in Hospitality, Tourism, Business or Operations Management, or related field o Professional competence in English and Spanish

• Resumes provided for all key personnel

• Signed letters of commitment from all key personnel (cannot make the candidate sign a non-compete agreement)

Factor 1.6: Supplies and Equipment (Pass/Fail)

• Demonstrates ability to provide all required toiletries and amenities as specified in Section 1.4

• Demonstrates ability to provide all required cleaning equipment, materials, and tools as specified in Section 5.1.11

• Confirms all cleaning products will be environmentally friendly and of commercial grade

• Demonstrates ability to maintain 24-hour convenience store with required items

Factor 1.7: Security Requirements (Pass/Fail)

• Confirms all personnel will have National Police clearances at time of proposal submission

• Demonstrates understanding of key control procedures (Section 1.11.3)

• Demonstrates understanding of physical security requirements (Section

1.11.2)

Factor 1.8: Guest Satisfaction (Pass/Fail)

• Demonstrates methodology for conducting and consolidating guest satisfaction surveys

• Demonstrates plan to achieve minimum 90% overall satisfaction rating as required in Section 1.4

Technical Acceptability Determination:

• ACCEPTABLE: Proposal meets all technical requirements and demonstrates the offeror's ability to perform all aspects of the PWS

• UNACCEPTABLE: Proposal fails to meet one or more technical requirements or does not demonstrate the offeror's ability to perform all aspects of the PWS

Proposals rated as Unacceptable will not be considered for award.

2. PAST PERFORMANCE (Confidence Rating)

Past performance information will be evaluated to assess the offeror's ability to successfully perform the required services. The Government will evaluate the offeror's record of conforming to contract requirements and to standards of good workmanship, the offeror's record of forecasting and controlling costs, the offeror's adherence to contract schedules, the offeror's history of reasonable and cooperative behavior and commitment to customer satisfaction, and the offeror's business-like concern for the interest of the customer.

Offerors shall provide the following past performance information:

• Minimum of three (3) and maximum of five (5) references for contracts of similar scope, size, and complexity performed within the last three (3) years

• For each reference, provide:

o Contract number o Contract type and dollar value o Description of services provided o Period of performance o Client name, address, phone number, and email address of contracting officer or point of contact o Relevance to this requirement (explain similarities)

Relevant past performance includes:

• Hotel, dormitory, or residence hall management services

• Housekeeping and laundry services for multi-room facilities

• 24/7 facility operations

• Services provided in international or overseas locations

• Services provided for U.S. Government agencies

• Management of facilities with 50+ rooms

• Services meeting hospitality industry standards (three-star or higher)

Past Performance Determination:

• ACCEPTABLE: The offeror has demonstrated a satisfactory record of past performance on contracts of similar scope, size, and complexity. The offeror has provided at least three (3) relevant references with no significant performance issues, contract terminations for default, or patterns of poor performance that would indicate an inability to successfully perform this requirement.

• UNACCEPTABLE: The offeror has demonstrated an unsatisfactory record of past performance, including one or more of the following:

o Contract termination(s) for default or cause on similar contracts o Significant unresolved performance issues on similar contracts o Pattern of poor quality, missed deadlines, cost overruns, or customer dissatisfaction o Failure to provide the minimum required number of references (3) o References provided are not relevant to the requirement o Inability to verify past performance information provided

• NEUTRAL (No Past Performance): Offerors with no relevant past performance or with past performance that cannot be evaluated will receive a neutral rating and will not be rated as unacceptable solely on this basis.

However, such offerors will be considered higher risk than offerors with acceptable past performance records.

Note: The Government reserves the right to use any past performance information obtained from other sources, including but not limited to the Contractor

Performance Assessment Reporting System (CPARS), Federal Awardee

Performance and Integrity Information System (FAPIIS), and direct contact with references provided.

Proposals rated as Unacceptable for Past Performance may be eliminated from consideration for award at the Government's discretion.

3. PRICE (Lowest Price)

The Government will evaluate the total evaluated price of each technically acceptable proposal. Offerors shall submit pricing using the below format.

Price shall include:

• CLIN 001: Base Year (5.5 months)

• CLIN 1001: Option Year I (12 months)

• CLIN 2001: Option Year II (12 months)

• CLIN 3001: Option Year III (12 months)

• CLIN 4001: Option Year IV (12 months)

The total evaluated price will be calculated as:

• Base Year + Option Year I + Option Year II + Option Year III + Option Year

IV = Total Evaluated Price

Price Evaluation Considerations:

• Prices shall include all labor, materials, supplies, equipment, transportation, overhead, profit, and any other costs necessary to perform all requirements of the PWS

• The Government will evaluate prices for reasonableness and realism

• Unrealistically low prices may be rejected if the Government determines the offeror does not understand the requirement or cannot perform at the proposed price

AWARD DECISION

The Government will award to the lowest priced, technically acceptable offeror whose proposal represents the best value to the Government.

The award decision will be made as follows:

1. Step 1: Evaluate all proposals for Technical Acceptability (Pass/Fail) o Eliminate any proposals rated as "Unacceptable"

2. Step 2: Evaluate Past Performance for all technically acceptable proposals

(Pass/Fail) o Eliminate any proposals rated as "Unacceptable" (at Government's discretion) o Offerors with Neutral (No Past Performance) ratings will not be eliminated but will be considered higher risk

3. Step 3: Evaluate Price for all remaining technically acceptable proposals o Award to the offeror with the lowest total evaluated price

Trade-offs will not be conducted. The Government will not pay a premium for performance exceeding the minimum technical requirements. Proposals that exceed the minimum technical requirements will not receive additional consideration during the evaluation.

PROPOSAL SUBMISSION REQUIREMENTS

Offerors shall submit proposals in three separate volumes:

VOLUME I – TECHNICAL PROPOSAL (20-Page Limit)

The Technical Proposal shall not exceed 20 pages. The page limit applies to the main body of the technical proposal only and does not include the cover letter, table of contents, or the three (3) permitted attachments listed below.

Page Formatting Requirements:

• 8.5" x 11" paper size

• 1-inch margins (minimum)

• 12-point font (minimum)

• Single or double-sided printing acceptable

• Pages shall be numbered

Required Content:

• Cover letter (does not count toward page limit)

• Table of contents (does not count toward page limit)

• Technical approach demonstrating compliance with all technical acceptability factors (Factors 1.1 through 1.8)

• Staffing Plan and Organizational Chart

• Description of supplies, equipment, and materials to be provided

• Guest satisfaction survey methodology

• Security compliance approach

• Any other information demonstrating technical acceptability

Permitted Attachments (do not count toward 20-page limit):

Offerors may submit up to three (3) attachments to support the technical proposal.

Each attachment shall address one of the following sections:

• Attachment 1: Quality Control Program (QCP) – Required per Section

1.6.1

• Attachment 2: Sample Annual Deep Cleaning Work Plan – Required per

Section 1.4

• Attachment 3: Key Personnel Resumes and Letters of Commitment –

Required per Section 1.15

Each attachment may not exceed 15 pages. Resumes shall be limited to two (2) pages per individual.

Note: Proposals exceeding the 20-page limit for the main technical proposal or the

15-page limit for individual attachments will have the excess pages removed and not considered in the evaluation. The Technical Proposal (Volume I) shall not contain any pricing information. Any pricing information included in the Technical

Proposal may result in the proposal being rejected.

VOLUME II – PAST PERFORMANCE (No Page Limit)

• Minimum three (3), maximum five (5) past performance references

• Completed past performance questionnaire for each reference (if available)

• Any other relevant past performance information

VOLUME III – PRICE PROPOSAL…