Customer Service Ambassadors

The Greater Orlando Aviation Authority (GOAA) has issued Request for Proposal (RFP) 24-163 for Customer Service Ambassadors at Orlando International Airport, seeking a contractor to provide professional personnel to support passenger movement and customer assistance across Terminals A, B, C, and the Train Station. The procurement solicits a comprehensive staffing solution requiring the selected vendor to provide an On-Site Manager, Assistant Managers, Administrative Staff, Supervisors, Customer Service Leads, and Customer Service Ambassadors who will work varying shifts across the airport's operating hours. Required qualifications include multilingual staff with demonstrable customer service experience, ability to maintain a professional appearance, and capability to meet detailed performance metrics. The contract is scheduled to commence on or about June 1, 2024, with an initial five-year term, and proposals are due by February 27, 2024. Proposers may bid on one or both terminal areas, with the Aviation Authority evaluating responses based on staffing capabilities, performance standards, management approach, and ability to meet the specified operational requirements.

The solicitation includes a significant Minority and Women Business Enterprise (MWBE) participation goal of twenty percent (20%), which will be a key evaluation criterion for potential contractors. Contractor employees are explicitly prohibited from engaging in secondary employment with any enterprise operating at Orlando International Airport without prior approval from the Airport Authorized Representative. The compensation structure includes a management fee and reimbursable payroll expenses, with potential financial deductions for performance issues such as unstaffed positions, customer complaints, or non-compliance with specified standards. The total staffing requirement encompasses 220 full-time equivalent (FTE) positions across both terminal areas, with annual labor hours estimated at approximately 209,296. While specific budget ranges are not explicitly stated, the comprehensive staffing plan and detailed requirements suggest a substantial contract value. The Aviation Authority will provide employee parking, office space, and utility services to support the contracted personnel, further defining the operational parameters of this procurement opportunity.