RFP# C007180

Parking Garage Operation Support Services

RFP# C007180 page 2

Request for Proposals

ISSUE DATE: November 6, 2026

RFP: C007180

TITLE: Parking Garage Operation Support Services

ISSUING OFFICE: Central Florida Tourism Oversight District, Procurement & Contracting Department, 1900 Hotel Plaza Blvd., Lake Buena Vista, Florida 32830

SECTION 1. GENERAL INFORMATION

1.1 The Central Florida Tourism Oversight District (herein after “District”, “Owner” and “CFTOD”) is a Special Taxing District that serves as a local government entity. The District is responsible for its public infrastructure including, but not limited to roads, bridges, and water control system. The District also includes multiple structured parking facilities, including the Disney Springs parking garages.

1.2 As part of maintaining the safety and functionality of its infrastructure, the District is seeking proposals from experienced firms to provide comprehensive parking garage operations services, ensuring efficient traffic flow and high-quality service for all visitors. The work to be performed primarily involves supplying skilled labor and management to handle the day-to-day operational requirements of these specific parking structures.

1.3 All dates and information contained herein may be extended, changed, or updated within the listing posted at CFTOD BID PORTAL: https://pbsystem.planetbids.com/portal/62171/portal-home, hosted by PlanetBids. Proposers are responsible for verifying all listing information before submitting a response to the Request for Proposals (RFP).

1.4 ANTI-LOBBYING: Any bidder/proposer violating anti-lobbying in Section 6 will have their proposal rejected and will not be considered further.

1.5 ANTI-COLLUSION STATEMENT/PUBLIC DOMAIN: Proposer shall not divulge, discuss, or compare this Request for Proposals with any other proposer or collude with any other proposer in the preparation of this response in order to gain an unfair advantage in the award of this contract. By submitting a response, Proposer acknowledges all information contained herein is part of the public domain as defined in the Public Records Act, Chapter 119, F.S.

SECTION 2. INSTRUCTIONS TO RESPONDING PROPOSERS

2.1 All proposals must be electronically submitted by or before the bid due date on the CFTOD BID PORTAL, under the appropriate listing.

2.2 Proposals may not be submitted by any other means other than as described in Section 2.1. The District will not accept proposals sent by U.S. Mail, private couriers, or fax.

2.3 Selection may be made directly from the RFP. Some or all of the responding firms may be requested to provide written or oral technical proposals, or both for the rating process. After the https://pbsystem.planetbids.com/portal/62171/portal-home https://pbsystem.planetbids.com/portal/62171/portal-home https://pbsystem.planetbids.com/portal/62171/portal-home https://pbsystem.planetbids.com/portal/62171/portal-home

RFP# C007180 page 3 rating of proposers, a contract will be negotiated in accordance with Florida Statutes and this solicitation.

2.4 All materials submitted as response to this RFP shall become the property of the District.

2.5 Proposals not conforming to the instructions provided herein will be subject to disqualification at the sole option of the District.

SECTION 3. TIME SCHEDULE

3.1 Please refer to the dates noted for submission in the PlanetBids™ portal.

3.2 Questions concerning the project must be submitted electronically on the bidding platform.

Responses will be made electronically. It is the responsibility of the proposers to check for updates. All dates and information contained herein may be extended, changed, or updated as needed. Proposers are responsible for verifying all current listing information before submitting a response to this RFP.

3.3 Solicitation Schedule:

Milestone Date* Mandatory Pre-Bid Meeting November 17, 2026 Deadline for Solicitation Clarifications and Questions November 20, 2026 Bid Submission Deadline December 3, 2026 Evaluation Committee Meeting with each Bidder, including Presentation and Q&A December 16, 2026

Public Meeting for Final Scoring/Ranking and Posting of Recommended Firm(s) December 17, 2026

Board of Supervisors’ Award and Approval Date January 29, 2027 Contract Effective Date March 1, 2027

* The District reserves the right, in its sole discretion and in the best interest of the public, to modify or revise the Solicitation Schedule at any time prior to award. Any extension, change, or update to the schedule will be posted in the PlanetBids Vendor Portal. Proposers are responsible for regularly reviewing the solicitation listing and verifying all applicable information and deadlines prior to submitting a response.

SECTION 4. AWARD AND TERM

4.1 The District reserves the right to accept or reject any or all proposals.

4.2 The District reserves the right to waive any irregularities and technicalities and may, at its sole discretion, request clarification or other information to evaluate any or all proposals.

4.3 The initial term of 3 years, with an optional two-year renewal. Escalation will be allowed for the renewal with documented cost increases.

SECTION 5. INQUIRIES

5.1 Any and all questions must be submitted through the appropriate listing electronically via the CFTOD BID PORTAL. Responses will be made electronically and posted online under the listing.

It is the responsibility of the proposers to check for updates.

5.2 If necessary, addenda will be posted under the listing at CFTOD BID PORTAL.

5.3 It is our standard policy no addendum will be issued later than three (3) calendar days prior to

RFP# C007180 page 4 the date for receipt of proposals, except an addendum withdrawing the Request for Proposals, or one which includes postponement of the date for receipt of proposals.

5.4 No verbal or written information which is obtained other than by information in this document or by addendum to this request will be binding on the District.

SECTION 6. LOBBYING

6.1 PROPOSERS ARE HEREBY ADVISED THAT CONTACT IS NOT PERMITTED WITH ANY DISTRICT

PERSONNEL OR BOARD MEMBER RELATED TO, OR INVOLVED WITH THIS REQUEST. PROPOSERS

ARE RESTRICTED FROM DISCUSSING THEIR SUBMITTALS AND THIS SOLICITATION WITH

COMPETING FIRMS UNDER THIS RFP. ALL ORAL OR WRITTEN INQUIRIES MUST BE DIRECTED

THROUGH THE ASSIGNED PROCUREMENT PERSONNEL OR THE DISTRICT’S CONTRACTING

OFFICER.

6.2 LOBBYING IS DEFINED AS ANY ACTION TAKEN BY AN INDIVIDUAL, FIRM, ASSOCIATION, JOINT

VENTURE, PARTNERSHIP, SYNDICATE, CORPORATION, AND ALL OTHER GROUPS WHO SEEK TO

INFLUENCE THE GOVERNMENTAL DECISION OF A DISTRICT BOARD MEMBER OR ANY DISTRICT

PERSONNEL AFTER ADVERTISEMENT AND PRIOR TO THE BOARD VOTE ON THE AWARD OF THIS

CONTRACT. CONTACT WITH OTHER SUBMITTING PROPOSERS IS RESTRICTED AFTER

ADVERTISEMENT AND PRIOR TO AWARD OF THIS CONTRACT.

6.3 ANY PROPOSER OR ANY INDIVIDUALS THAT LOBBY ON BEHALF OF PROPOSER DURING THE

TIME SPECIFIED WILL RESULT IN REJECTION/DISQUALIFICATION OF SAID REQUEST FOR

PROPOSALS.

SECTION 7. EVALUATION CRITERIA

The Selection Committee shall evaluate all proposals received, by numerical rating, which meet the submittal requirements. The following factors will be considered in evaluating the responsive proposals received:

Note : Proposers participating in the Buy Local and Veteran Small Business Program are encouraged to complete, sign, and submit all forms available on PlanetBids.

CRITERIA WEIGHT

Qualifications, Experience and References 40 Staffing Plan 20 Pricing 10 Presentation / Answers on Q&A 30

TOTAL POSSIBLE POINTS 100

Buy Local and Veteran Small Business Program qualified proposers. The details of these programs can be found in the District’s Procurement Policy.

5 bonus points https://www.oversightdistrict.org/wp-content/uploads/2023/09/CFTOD-Procurement-Manual-08-23-2023.pdf

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SECTION 8. PROPOSAL SELECTION CRITERIA

8.1 PROPOSAL SUBMISSION

A. Proposals must be received electronically by or before the bid due date on the CFTOD BID PORTAL, under the appropriate listing. Responses received at any other location or means will not be considered.

B. Proposer’s response shall be no more than (10) pages, excluding front covers, resumes, and a cover letter of up to two (2) pages, plus any required forms, licenses or certifications.

Proposers who submit more than the pages indicated may not have the additional pages of the proposal read or considered. Proposals failing to provide sufficient information and assurances of performance to accurately assess each category below, or which fail to comply with the requirements and conditions of the Request for Proposals will not be given further consideration.

8.2 ORGANIZATION OF PROPOSAL

The proposer must provide all information as requested in this Request for Proposals (RFP). The District may reject as non-responsive at its sole discretion any proposal or any part thereof that is incomplete, inadequate in its response, or departs in any way from the required format.

Responses shall be organized in the following manner:

A. Proposer Information (Excluded from page count cover letter up to two (2) pages): Name of the proposer, address, principals, telephone number, email address and taxpayer ID number.

Include a brief history of the company.

B. Qualification, Experience and References (40 pts.): (Excluded from page count resumes, licenses or certifications) Provide qualifications, resumes, and experience of the company based on the elements of this RFP. Emphasize the specific qualifications and experience from accounts similar to this scope. Convey a clear understanding of the nature of the services you will be providing following the requirements of Section 12. Scope of Work. Identify and provide in-depth information for the proposed key manager’s qualifications, track record and relevant experience.

1. Proposers must meet all of the following requirements at the time of proposal submission:

i. Experience in Parking Structure Operations: The proposer must demonstrate successful management and operation of at least three (3) multi-level parking* structures/garages within the last five (5) years, each with a minimum capacity of 4,000 parking spaces. Experience must include guest/customer service, traffic flow management, staffing supervision, emergency response, and compliance with high-standards appearance and courtesy requirements in a public/tourism-oriented environment. Proposals without the required multi-level 4,000 spaces experience will be rejected. Proof shall include:

ii. Contract summaries and Exhibit B- Project Experience and Qualification Documentation.

iii. Proof of Company Tenure: Proposers must provide documentation demonstrating they have been actively providing parking management/operations services as their primary business for a minimum of five (5) years prior to the RFP issue date.

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*Definition: A multi-level parking structure/garage is defined as a building or structure designed specifically for vehicle parking across at least three (3) floors or tiers stacked vertically.

C. Staffing Plan (20 pts.):

1. Indicate Staffing Plan. Specify the names of the persons who will be authorized to give and support information for your company. Provide their titles, addresses, and telephone numbers. Please provide the names and resumes of the proposed supervisor and shift leaders.

2. Proposer must include a contingency plan addressing employee absences, turnover, or other staffing disruptions to ensure continuity of services. The District shall not be responsible for any service interruptions resulting from the proposer’s staffing deficiencies, and failure to provide an adequate contingency plan may constitute a contract default.

3. The Contractor(s) shall perform all Work directly and shall not delegate any portion thereof to subcontractors.

4. Proposers must explicitly address how they will recruit, train, and maintain staff that meets the service expectations outlined in Section 17 - Customer Service and Guest Experience. The following must be presented in your proposal.

i. Service-First Recruitment: Describe a screening process that prioritizes "soft skills" and hospitality experience. Explain how you interview for temperament, smiling, and proactive helpfulness rather than just technical parking experience.

ii. "Secret Shopper" Quality Control: Propose an internal audit system where your managers conduct "blind" checks on GSPs to ensure they are smiling, greeting guests, and following appearance guidelines.

iii. Service Recovery Training: Detail your internal training modules for de-escalating frustrated guests while maintaining a polite demeanor.

iv. Incentive Programs: Outline a program that rewards staff who receive positive guest mentions or consistently exceed appearance and etiquette standards.

v. Uniform & Hygiene Inspections: Describe a mandatory pre-shift inspection routine (conducted by your Supervisors ) to ensure every employee's shirt is tucked, nametag is present, and grooming meets District standards before they enter guest view.

vi. Immediate Replacement Protocol: Confirm your ability to immediately replace any individual the District deems unfit for service due to poor etiquette, ensuring no gap in coverage.

D. Price Proposal (10 pts) : The price proposal shall be all-inclusive, covering all labor, materials, equipment, supervision, transportation, tools, and any other items necessary to perform all work as described in Section 12, Scope of Work. Bidders shall base their pricing on one (1) Supervisor per garage; however, the District reserves the right to determine the number of Supervisor required, if any, following award. Price escalation may be permitted upon renewal, provided that documented cost increases are submitted.

E. Presentation / Answers on Q&A (30 pts): The District will evaluate the Proposer’s presentation and responses provided in the Question and Answer section.

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8.3 PROPOSAL EVALUATION

A. Proposal Evaluation Process:

1. Each proposal must answer and be fully qualified based upon the submitted Exhibit A- Bidder Requirements Checklist. The District is the final authority on qualifications based upon the documentation submitted by each company. Any proposal found not qualified will be rejected and be considered no further.

2. The Selection Committee will generally be comprised of, at a minimum, three members.

The committee may consist of representatives from various and appropriate District departments.

3. The Selection Committee will assign ratings in the evaluation and recommendation process in accordance with the Evaluation Criteria.

4. The Selection Committee will interview all qualified proposers and require a formal presentation with the key people who will manage the work. Interviews and presentations shall be based upon the written proposal received.

5. If the final score between the #1 and #2 proposal is less than one (1) point, then the District may, in its sole discretion, award two (2) garages to the highest score proposal, and one(1) garage to the #2 highest score proposal.

SECTION 9. CONFLICT OF INTEREST

9.1 All proposers must list all and any affiliations they have with other proposers, or a shared ownership interest greater than 5% with any District staff, District-appointed officials, or contracted persons. If your firm or any individual in your firm has a conflict, please submit the Conflict of Interest form with your proposal.

NOTE: Proposers must disclose the name of any District employee or Board of Supervisor official that is a known relative of an employee, officer, director, shareholder, or agent of your firm.

SECTION 10. COSTS INCURRED IN RESPONDING

10.1 All costs directly or indirectly related to proposal preparation, representation or clarification shall be the sole responsibility of and be borne by the proposer.

SECTION 11. CONTRACTUAL REQUIREMENTS

11.1 A District contract will be drafted with the successful proposer, and all general District terms and conditions apply.

11.2 INDEMNIFICATION. The Proposer shall indemnify and hold harmless the District and their appointed officials, employees and volunteers from and against all claims, damages, losses and expenses, including legal costs, arising out of or resulting from the performance of this contract, provided that any such claim, damage, loss or expenses is attributed to bodily injury, sickness, disease, personal injury or death, or to injury to or destruction of tangible property including the loss or loss of use resulting there from and is caused in whole or in part by any negligent act or omission of the Proposer.

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SECTION 12. SCOPE OF WORK

12.1 SCOPE OF SERVICES

A. The Central Florida Tourism Oversight District (“Owner” or “District” or “CFTOD”) is seeking professional labor support to manage and operate the A1, A2, and A3 parking garages located at Disney Springs.

B. The objective of this solicitation is to secure qualified Contractor(s) to provide comprehensive parking garage operations services, ensuring efficient traffic flow and high-quality service for all visitors. The work to be performed primarily involves supplying skilled labor and management to handle the day-to-day operational requirements of these specific parking structures. The District encourages value added proposals, including those that use new technologies and operational strategies to meet the objectives of this solicitation.

C. The Contractor(s) shall provide all labor, supervision, and equipment necessary to operate the A1, A2, and A3 parking structures at Disney Springs (approximately 9,000 spaces). Services must ensure efficient traffic flow, uncompromising safety, and a premium guest experience in line with Disney Springs’ world-class standards.

NOTE: All Contractor(s) personnel must maintain a professional appearance, courteous demeanor, and exemplary guest-service behavior, as they are perceived as direct representatives of the resort. All Contractor(s) employees must demonstrate exceptional guest-service behavior, an approachable demeanor, and politeness that fully meets Disney-level expectations. With this in mind, this contract requires minimum compensations employees as noted in Sections V, W and X.

D. Work Environment : Work is performed in a multi-level garage environment and in the field under both emergency and non-emergency conditions. Employees may occasionally encounter wet or humid conditions, moving mechanical parts, exhaust fumes, outside weather, heat, and moving vehicles. The noise level can be loud.

E. Equipment and Vehicles :

1. Golf Carts: The Contractor(s) shall supply gas-powered golf carts as follows: three carts per garage (nine carts total). Whenever any cart becomes inoperable, the Contractor(s) must immediately deploy a replacement cart and ensure a fully functional spare is on site within twenty-four (24) hours. The Contractor(s) remains fully responsible for the maintenance, repair, charging, fueling, and safe operation of every cart throughout the contract term. District reserves the right to request a cart change at any time for any reason.

2. Marked Company Vehicle: The Contractor(s) shall furnish at least one marked company vehicle per shift for Supervisor use. The vehicle must be equipped with safety lights. Under no circumstances may any employee use a personal vehicle for work tasks on District property.

3. Other Contractor(s) Supplied Tools/Equipment: Contractor(s) is solely responsible for furnishing all Personal Protective Equipment (PPE), light wands, and water bottle holders (solid color only), and Class III safety vests uniforms with District logo.

F. Contractor(s) Responsibilities and Day-to-Day Operations: The day-to-day responsibilities of the Contractor’s employees include, without limitation:

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1. Continuous monitoring of the parking structures to ensure safe and efficient operation.

This will require making changes extemporaneously to address congestion within the parking garages and that may spill over into the adjacent roadway system.

2. Immediately reporting of any suspicious behavior to District Parking Garage Operation staff and onsite security,

3. Providing guest assistance, including:

i. Giving directions

ii. Locating parked vehicles

iii. Summoning professional auto/key assistance for guests experiencing lockouts, lost keys, dead batteries, or similar vehicle access/start issues

iv. Monitoring and responding to call boxes

v. Handling emergency situations

vi. Directing traffic flow

vii. Placing and removing barriers and cones

viii. Helping keep the structures free of debris.

4. All staff must strictly follow every District policy and procedure.

5. Contractor’s employees shall promptly notify District staff of any elevator or escalator problems, non-security facility issues, security concerns, emergencies, or janitorial needs.

6. Every Contractor(s) employee must be able to perform the essential duties of the position, arrive on time every day, and maintain an acceptable attendance record. Excessive unexcused absences shall be cause for removal from this contract.

12.2 Staffing Requirements and Schedule:

A. Key Terms and Personnel Roles:

1. GSP – Garage Service Personnel (front-line staff).

2. Supervisor – On duty at each garage during all operating hours, intermediate-level MOT/TTC certified. Responsible for day-to-day operations in the garage, including GSP scheduling and coverage, incident response, and serving as the District’s operational contact onsite. Because operations run two shifts every day, seven days a week, a Supervisor must always be on duty at each garage, not one Supervisor for multiple garages. Supervisors do not count toward minimum GSP coverage.

3. Contractor Manager – One Contract Manager per Contractor, as designated by the Contractor and provided in writing to the District, Monday-Friday, first shift. - Oversees all daily parking operations and staff for Contractor. The District’s single point of contact for all contractual matters, including performance, staffing levels, invoicing, corrective action, and change requests. This position has authority to act on behalf of the Contractor on all contractual matters. Supervisors report to the Contract Manager and escalate contract related issues to them. The Contractor must designate an alternate Contract Manager if the designated Contract Manager is absent and must notify the District immediately if a replacement Contract Manager is designated.

B. The minimum baseline staffing levels are provided in the Exhibit C - Parking Garage Staffing/Operations Schedule. This schedule represents typical operating conditions and totals approximately 1,680 weekly hours. District reserves the right to adjust staffing levels and

RFP# C007180 page 10 hours at any time based on operational needs, with at least 48 hours’ notice provided when feasible. Contractor(s) shall maintain staffing sufficiently to meet operational demands at all times, including filling all vacancies (planned or unplanned) at the standard (non-off shift) rate.

C. Staffing levels must be maintained continuously, even when employees are absent for medical reasons, vacation, holidays, personal days, FMLA, or any other cause. When the Contractor’s employee(s) have a planned or unplanned absence, it is the Contractor’s responsibility to fill the shift with qualified personnel. Time associated with Contractor’s staff that fill vacancies due to planned and/or unplanned absences will be charged at the standard (non-off shift) rate. The Contractor(s) must maintain a documented procedure for covering callouts and open shifts. Said procedure shall be available to District for review upon request.

D. District may require additional staff and shifts for special events, holidays, and unexpected high-volume events. District retains the right to increase or decrease staffing levels and hours at any time based on operational needs. District will strive to provide at least 48-hours’ notice when requesting additional staff/shift. Additional staff/shifts will be paid for at the Owner-Requested As-Needed Services rate for hours from 8:00 am to 12:30 am and at the Off-Shift Service rates for hours worked between 12:30 am and 8:00 am.

E. District reserves the right to refuse or remove any employee who fails to meet its policies. All Contractor(s) employees must always behave in a friendly, respectful, and courteous manner toward the District, its guests, staff, and management. Should the District determine that any employee is not performing competently or is failing to meet these standards, the Contractor(s) shall immediately correct the deficiency or replace the employee as directed.

F. Standard Hours Rate: Applies to all hours worked between 8:00 a.m. and 12:30 a.m. seven days a week, including weekends. (the standard operating window for regular shifts).

Bidders shall submit a unit price per hour for Garage Service Personnel (GSPs), and Supervisors in this category.

G. Off-Shift Premium Rate (As Needed): Applies to all hours worked between 12:30 a.m. and 8:00 a.m., seven days a week, including weekends, regardless of the employee's weekly total hours or FLSA overtime status. This premium compensates for the less desirable timing and potential operational impacts during these overnight/early-morning hours. Bidders shall submit a separate, higher unit price per hour for GSPs, and Supervisors performing work in this window.

H. Services Standard Hours Rate(As-Needed): Applies when District requests additional GSPs or extra Supervisors beyond the baseline staffing schedule (e.g., for special events, holidays, unexpected high-volume periods, or other operational needs).

I. The District will reserves the right to request immediate coverage for emergencies or urgent needs. All as-needed staffing must be pre-approved in writing by District (via email or designated form) before the extra hours are worked. Payment for as-needed services will be at the unit price submitted for this category—no other premiums or markups apply.

J. All billing shall be based solely on actual hours worked in each category, supported by certified payroll records and timekeeping system data submitted with each invoice Lump-sum monthly billing is prohibited. The Contractor(s) remains responsible for complying with all applicable wage and hourly laws (including FLSA overtime requirements) in

RFP# C007180 page 11 compensating its employees; the District's rates are for reimbursement to the Contractor(s) only and do not dictate employee pay rates or overtime obligations.

K. The Supervisor shall be responsible for managing the schedule. Lunch breaks shall be staggered and scheduled as close as possible to the midpoint of each shift. A dedicated Supervisor, who must hold current intermediate-level Maintenance of Traffic (MOT) and/or Temporary Traffic Control (TTC) certification (proof renewed annually), is required on every AM and PM shift.

L. Contractor(s) must submit a complete organizational chart, bi-annually, that clearly identifies Supervisors, front-line staff (GSPs), a Training Manager, Payroll/HR contacts, and a 24/7 emergency contact line.

M. Contractor(s) Staff Conduct and Requirements:

1. Be at least eighteen (18) years of age and may be required to work off-hours. They must have a high school diploma or have their GED.

2. Speak and understand English clearly (bilingual Spanish/English is encouraged), possess basic mathematical skills (addition, subtraction, multiplication), and demonstrate sound reasoning to follow written, oral, or diagrammatic instructions.

3. Possess a valid Class E Florida Driver’s License.

4. Be able to physically stand, walk, reach, handle objects, talk, and hear for extended periods; occasionally sit, climb, balance, stoop, kneel, crouch, or crawl and be able to lift or move more than fifty (50) pounds.

5. Possess specific vision abilities including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Note: The Contractor(s) shall report to the on-site District Parking Garage Operations staff, who oversees the overall operation of the garages. The Contractor(s) must defer to District staff on all operational decisions. District staff will not provide administrative oversight of Contractor(s) personnel, including timekeeping, disciplinary actions, or related management functions.

N. Training Requirements:

1. The Contractor(s) shall ensure every employee completes District-required training, including, but not limited to:

i. CPR/AED certification

ii. Fire safety and extinguisher use

iii. De-escalation techniques

iv. First Observer / suspicious activity awareness

v. Blood-borne pathogens training

vi. District-specific policies and procedures

vii. Structure Evaluation

O. In addition, the Contractor(s) must develop, maintain, and administer its own comprehensive training program covering Contractor(s) onboarding complete with company policies.

P. Every new hire shall receive two (2) full days of paid training (by District) at the employee’s regular hourly rate.

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Q. Employee Assistance Program (EAP) Program: The Contractor(s) must provide an Employee Assistance Program to all employees supporting District operations.

R. Compensation and Payment Guidelines: The Contractor(s) must implement and maintain a reliable, independent timekeeping and clock-in/clock-out system that does not rely on District equipment, Wi-Fi, staff, or space. A timeclock will not be allowed in District space. District shall have access to view the system to facilitate review of monthly invoices. In no way will District be responsible for Contractor(s) employee timekeeping. The Contractor(s) shall always meet the following staffing and compensation requirements.

S. A Supervisor is required on every shift.

T. Supervisor is required in every garage on every shift.

U. For the holidays listed below, the Contractor(s) shall provide the necessary staffing and shall invoice the District holiday pay at one-and-one-half (1.5) times the regular rate:

1. New Year’s Day

2. Martin Luther King Jr. Day

3. Memorial Day

4. Independence Day

5. Labor Day

6. Thanksgiving Day and the day after Thanksgiving

7. Christmas Day

8. New Year’s Eve

V. The minimum hourly wage for all Garage Service Professionals (GSP) employees in Year One of the contract shall be $20.00/hour.

W. In Year One of the contract, Supervisors shall receive at least $2.00 per hour above the GSP rate listed above.

X. In Year One of the contract, Supervisors shall be compensated at no less than $60,000 per year.

Y. Wages shall be adjusted annually by no less than the current Consumer Price Index (CPI).

Z. District will pay only for actual hours worked. Lump-sum monthly billing is prohibited.

Certified payroll records demonstrating compliance with all wage requirements must accompany every invoice.

AA. Incumbent Employee Interviews: The Bidder shall interview all incumbent employees who wish to be considered for employment under Section 12.2, while retaining sole discretion over hiring decisions.

BB. Background Checks: The Contractor(s) shall perform both Level 1 (basic) and Level 2 (fingerprint-based) background checks on every employee prior to start employment.

Contractor(s) employees must pass both background checks before allowing them onto District property.

CC. Contractor(s) shall conduct and certify an annual Sexual Predator/Offender check.

DD. The Contractor(s) must provide District with a written attestation confirming that each employee has cleared all checks (both the initial background checks and the annual sexual predator/offender check).

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EE. The Contractor(s) is responsible for compensating its employees on a weekly basis. The Owner will process payments to the Contractor(s) monthly, following the submission and approval of a proper invoice.

FF. The District may award garages to one or more bidders based on the District’s evaluation of the submitted proposals and its determination of the best interests of the District. If awarded two (2) or more garages, the bidder shall provide a dedicated, on-site Contract Manager.

12.3 Safety and Incident Report

A. Safety of guests, District staff, Contractor(s) personnel, and all visitors to the parking structures is District's paramount concern and is the absolute highest priority of these services. The Contractor(s) shall at all times maintain the highest standards of safety in every aspect of operations, proactively identifying and mitigating hazards, ensuring compliance with all applicable federal, state, and local safety laws and regulations (including but not limited to OSHA standards, Florida statutes, and District policies), and fostering a culture where safety takes precedence over all other operational considerations.

B. To support this priority, Contractor(s) shall ensure that all personnel are trained in hazard recognition, emergency response, and safe work practices as outlined in the required training program. The Contractor(s) must implement robust procedures for daily safety inspections, pre-task planning, and ongoing risk assessment in the multi-level garage environment, where exposures include vehicle traffic, exhaust fumes, slips/trips/falls, and potential emergencies.

C. All incidents—defined to include (without limitation) any accident, injury (to guests, employees, or others), near-miss, property damage, security breach, suspicious activity, hazardous condition, spill, equipment failure affecting safety, or any event that could reasonably pose a risk to persons or property—must be reported immediately to District Management and documented in writing before the end of the shift in which the incident occurs or is discovered. Verbal notification to the on-duty Supervisor or District representative shall occur without delay upon awareness of the incident, followed by a complete written report (including date, time, location, description, involved parties, witnesses, photos if applicable, and initial corrective actions taken or recommended). Failure to report incidents promptly and accurately may result in corrective action up to and including termination of the Contract for cause.

D. Proof of insurance documentation must be kept in all gas operated vehicles at all times.

E. Contractor(s) shall cooperate fully with any District-led investigation, provide all necessary records and statements, and implement immediate corrective measures to prevent recurrence.

All reporting shall comply with applicable laws requiring notification to regulatory authorities (e.g., OSHA reportable incidents), and the Contractor(s) remains responsible for any back-charges, fines, or liabilities arising from unreported or inadequately addressed safety issues.

SECTION 13. LOCATIONS

The Contractor(s) shall operate and provide services at the following parking structures located at Disney Springs, Lake Buena Vista, FL:

A. Lime Garage: 1540 E. Buena Vista Dr., Lake Buena Vista, 32830 B. Orange Garage: 1496 E. Buena Vista Dr., Lake Buena Vista, 32830 C. Grapefruit Garage: 1479 E. Buena Vista Dr., Lake Buena Vista, 32830

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SECTION 14. QUALITY CONTROL AND WARRANTY

14.1 The Contractor(s) shall establish, maintain, and monitor a contract-specific quality-control and quality-assurance program throughout the entire term. District retains the right to hold in default Contractor(s) , in its sole opinion, who fails to meet the requirements of this Scope of Services.

SECTION 15. DAMAGE

15.1 Any damages caused by the Contractor(s) shall be repaired by the Contractor(s) within twenty-four (24) hours, or shall be repaired by the Owner and back-charged at the current rate per man hour plus material plus twenty percent (20%) on material only. Any materials required to correct damages caused by the Contractor(s) shall be the responsibility of the Contractor(s).

15.2 Contractor(s) shall report all damages to the District immediately.

15.3 Damages attributed from the Contractor(s) will be at no cost to the District.

SECTION 16. LICENSING/PERMITS/CERTIFICATIONS/QUALIFICATIONS

The Contractor(s) shall, at its own expense, obtain, maintain, and provide upon request all licenses, permits, certifications, and qualifications required to perform the Work in compliance with all applicable federal, state, and local laws and regulations. At a minimum, the Contractor(s) must meet the following requirements:

16.1 Driver Licensing: All personnel operating vehicles on District property must possess a valid Florida Class E Driver’s License.

16.2 Required Certifications:

A. All Supervisors must hold current intermediate-level Maintenance of Traffic (MOT) and/or

Temporary Traffic Control (TTC) certification, with proof of annual renewal.

B. Contractor(s) shall ensure personnel maintain all certifications required to safely perform assigned duties.

16.3 Background Checks and Compliance Screening :

A. Contractor(s) shall perform Level 1 (basic) and Level 2 (fingerprint-based) background checks on all employees prior to assignment.

B. Contractor(s) shall conduct an annual Sexual Predator/Offender check for all employees.

C. Contractor(s) must provide written attestation confirming all employees have successfully passed required screenings.

D. No employee may be assigned to District property without successful completion of all required checks.

16.4 Safety and Regulatory Compliance:

A. Contractor(s) shall comply with all applicable OSHA standards, Florida statutes, and District safety requirements.

B. Contractor(s) shall ensure all employees are trained in hazard recognition, emergency response, and safe work practices.

16.5 Required Training Certifications: Contractor(s) shall ensure all personnel successfully complete required training, including but not limited to:

A. CPR/AED certification B. Fire safety and extinguisher use C. De-escalation techniques

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D. First Observer / suspicious activity awareness E. Blood-borne pathogens training F. District-specific policies and procedures G. Structure Evaluation

16.6 Insurance Documentation

A. Contractor(s) shall maintain all required insurance coverage in accordance with Contract requirements.

B. The Contractor(s) shall ensure that proof of insurance is always maintained in all gas-operated vehicles and made available for inspection upon request.

C. Contractor(s) shall provide certificates of insurance upon request.

16.7 Organizational and Personnel Qualifications

A. Contractor(s) must maintain qualified personnel meeting all minimum requirements outlined in this Scope of Services.

B. Contractor(s) shall provide a current organizational chart (bi-annually) identifying key personnel, including Supervisors, Training Manager, and emergency contacts.

SECTION 17. CUSTOMER SERVICE AND GUEST EXPERIENCE

17.1 Service Standards & Brand Representation:

The District’s expectations for customer service align with our partners in the garage. The Contractor(s)s’ employees’ customer service shall be indistinguishable from those partners. The guidelines outlined below are not exhaustive and may be added to as necessary, including but not limited to:

A. Proactive Engagement: Every Contractor(s) employee must demonstrate exceptional guest-service behavior by proactively seeking opportunities to assist visitors.

B. Approachable Demeanor: Staff must maintain an open, welcoming, and approachable physical presence at all times. This includes standing in an alert manner and maintaining eye contact with passing guests. A genuine smile is a mandatory component of the uniform.

Personnel must project a positive and enthusiastic attitude to ensure a premium guest experience.

C. Courtesy and Politeness: Employees must be unfailingly polite, using professional language and a helpful tone during every interaction, regardless of the guest's temperament.

D. Forbidden Distractions: To remain approachable, staff are strictly prohibited from engaging in distracting behaviors in guest view, including:

i. Using personal cell phones

ii. Chewing gum

iii. Frowning or displaying inappropriate body language

iv. Leaning or appearing disinterested in guest needs E. Guest Assistance Standards: Staff must be prepared to give clear directions, assist in locating vehicles, and summon help for mechanical issues with a level of politeness that meets Disney-level expectations.

F. Appearance Guidelines: All personnel must strictly adhere to the Section 18 - DISTRICT

GUIDELINES.

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17.2 DISTRICT AUTHORITY OVER STAFFING : District reserves the unilateral right to remove or refuse any Contractor(s) employee who fails to meet these standards. This includes removal for lack of customer service etiquette, failure to adhere to appearance guidelines, or unapproachable behavior.

SECTION 18. DISTRICT GUIDELINE

18.1 The District will ask all Contractor(s)s to follow its appearance requirements. There may be substitutions to clothing specifications made per location as some of these requirements may not apply to you. Those locations will be Parking Operations Staff, Security & Janitorial Porters for CFTOD & RCES Buildings.

18.2 The District is located and operates in an area that caters to many visitors and guests from different parts of the country and world. Employees performing their jobs may frequently encounter these visitors as well as various clients of the District. If you are ever in doubt about the appropriateness of your appearance, please keep in mind that anything that could be considered distracting such as gum chewing, inappropriate body language, cell phone usage or even frowning or looking/acting unapproachable are not in the best interest of the District and shall not be permitted. The image that you project plays a role in the impression of the District and its staff and can affect the overall experience. Therefore, everyone must strive to make positive impressions. It is in both the individual’s and the District’s best interest to ensure consistent compliance with quality appearance and demeanor standards

18.3 The following requirements apply to ALL UNIFORMED EMPLOYEES:

A. Business Casual clothing should be comfortable yet appropriate for an office environment.

You are still expected to project a professional image for our clients, potential employees and community visitors. Attire shall not appear too tight, too baggy, faded or in need of repair. Style as well as fabric choices (for clothing and footwear) must be consistent with a businesslike atmosphere. Sequined, faded, ill-fitting, revealing or sloppy attire (clothing or footwear) does not meet this requirement.

B. Clothing, footwear, accessories, or jewelry that pose a safety hazard in the performance of one’s job are not permitted. Employees should be aware of departmental requirements for safety in their areas and additional safety requirements may apply.

C. Undergarments may not be visibly exposed. Patterned or colored undergarments that are visible when worn under light-colored clothing are not permitted. Clothing that reveals your back, your chest or stomach is not appropriate for a place of business. A solid white crewneck or V-neck undershirt is permitted for uniformed employees but should only be minimally visible at the neckline and should not extend past the sleeves.

D. Acceptable fabrics for clothing include wool, cotton, polyester, silk, linen, rayon and any blend of these fibers. Unacceptable fabrics include spandex, metallic fabrics, sheer fabrics, clinging knits, denim and chambray as well as extremely casual sportswear.

E. Employees are responsible for guaranteeing shoes are always kept clean and in good repair.

Shoes should be all black in color with no contrasting logos or designs. Conservative athletic shoes are acceptable for uniformed employees or when permitted by your manager as well as work boots. Boots and athletic shoes do not need to be steel toed but for safety reasons, they must be slip-resistant, rubber-soled shoes. Flashy athletic shoes (multiple colors), flip-flops, clogs, cowboy boots, ballerina slippers and crocs are not acceptable in the workplace.

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F. Central Florida Tourism Oversight District is a first-name organization. Nametags are an important part of our uniform and contribute to guest and employee interactions. Nametags should be worn in an upright, readable position on the left shoulder of your outermost piece of clothing. Nametags should not be worn on lanyards, ties, hats, waistbands or on a blouse or shirt collar. If your nametag is worn out or no longer legible, please inform your manager to get a replacement. If you forget your nametag, a temporary one will be provided for your shift.

G. Shirts must have a collar and be always tucked in.

H. Due to the nature of our work, local climate and hygiene; regular bathing, frequent hand-washing, clean, neat hair, and the use of an anti-per spirant or deodorant is required. For the same reasons, the use of strong, heavy scents and fragrances is not permitted.

I. Any material (used as an overlay, insert, etc.) that gives an unnatural appearance to teeth is unacceptable. Orthodontia is acceptable.

J. Nails must be clean and trimmed; charms/decals on nails are unacceptable.

K. Hairstyles are at the digression of the employee. Long hair should be worn or placed in a position so as not to cover your face or your nametag. Bright colored hairstyles are not permitted; if hair color is altered it should appear natural with your skin tone. Artificial hair, meeting those requirements is acceptable.

L. Eyebrow slit, cut or notch is permitted.

M. Tattoos are acceptable if the following guidelines have been met:

i. The tattoo size is no larger than the size of your hand.

ii. The tattoo is not located on your head, neck or face (this includes lips and ears).

iii. The tattoo is not an offensive design or word, does not contain inappropriate language, nor does it depict any image discrimination, racial discrimination or religious discrimination.

iv. If all guidelines are met the tattoo does not need to be covered. If the tattoo is larger than the size of your hand or you have multiple tattoos connecting creating a sleeve design, then the tattoo will need to always be covered. Tattoos can be covered with tattoo make-up, approved sleeves that do not extend past the wrist, and patches that match your skin tone. Band-Aids cannot be used to cover up tattoos and if the tattoo is still visible through the patch, then another should be applied.

N. Clear/invisible jewelry may be worn in visible facial piercing(s); ear piercings as specifically described below are permitted. Dermal piercing(s) and tongue piercing(s) are not permitted.

Jewelry worn in visible and non-visible piercing(s) that poses a safety risk due to uniform/equipment designs and/or job responsibilities will not be permitted.

O. Sunglasses are permitted but shall not be worn indoors or at night. Only glasses that allow your eyes to be seen are permitted; mirrored or dark glasses are not allowed. Frames of sunglasses or prescription glasses should not be neon in color. If colored or tinted contact lenses are worn, the resulting color should be natural looking and appropriate to skin tone.

Decorated or themed lenses are not permitted.

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P. Religious garments for uniformed employees are acceptable if they meet the color guidelines: navy, black, gray or white. Anything outside of that must be presented to your manager with supporting documentation.

Q. Medical bracelets are permitted; counts as a bracelet. However, cause bracelets are not permitted to be worn while on shift.

R. For security reasons; eyeglasses, accessories, or items of clothing containing video recording devices (e.g. Meta eyeglass frames) may not be worn while working. Use of video recording devices within District owned areas not accessible to the public is prohibited.

18.4 The Following Requirements are Specific to FEMALE UNIFORMED EMPLOYEES:

A. Conservative braided hairstyles without beads or ornamentation are acceptable provided they are not distracting or extreme.

B. When visible, legs are to be clean-shaven.

C. Makeup may be used to enhance one’s appearance. The products shall be blended to create a natural look. Extreme color choices or application techniques detract from a professional appearance and are not acceptable.

D. Jewelry, if worn, shall be unobtrusive and in good business taste. Any jewelry that jangles, rattles or makes noise is unacceptable.

E. Earrings worn in the earlobe are acceptable. Earrings must not exceed the size of 2 inches.

Spacers, gauges or bars are not acceptable. Earrings should be simple and match: silver, gold or colors that complement and match the uniform colors.

F. Modest visible necklace (two maximum) that will not interfere with a charm or pendant no larger than 1 inch is permitted.

G. One ring per hand is acceptable (a wedding set is considered one ring).

H. Bracelets and ankle bracelets are acceptable if they are no thicker than 1 inch width.

I. Nail polish if used shall be one solid color; patterns, polka dots, decals, charms and air brushing designs are not permitted. Neon colors are not acceptable. French manicure, glitter, and cats eye styles are permitted if they are still within the approved color guidelines.

Nail length should be no longer than ½ inch.

J. Nails should be clean. Nail shapes should be square, tapered square, squoval, rounded, or oval. Anything that comes to a point is not permitted this includes almond, coffin, stiletto, arrow, mountain peak, pipe, edge or lipstick shapes.

K. Attire should be appropriate for a business environment:

i. Acceptable uniform employee attire includes: professional-style mid-calf capris, dress slacks, dress shorts, utility work style pants, tactical style and golf style. Shorts should not be shorter than 2 inches above the kneecap. Attire can be black, navy blue or dark gray in color and must be always worn with a black belt. Only on-site supervisors are permitted to wear khaki style capris, slacks or shorts.

ii. Unacceptable attire includes: elastic waistband or drawstring style pants/capris/shorts,…