Title
Volunteer and Guest Services Management (Ordinance S-48401)
Description
Request to authorize the City Manager, or his designee, to enter into a contract with VIP Hospitality, LLC to provide Volunteer and Guest Services Management at Phoenix Sky Harbor International Airport (Airport). Further request to authorize the City Controller to disburse all funds related to this item. The total value of the contract will not exceed $9.5 million.
Report
Summary
The Airport Volunteer Navigator Program and Guest Services Information Counter Program require continued coordination and day-to-day management to enhance the guest experience and maintain the America's Friendliest Airport designation. Volunteer management services support more than 450 volunteers in the Phoenix Navigator Program, including Customer Service Volunteers that staff Airport information counters, Navigator Buddies Pet Therapy Volunteers, Chaplain Volunteers, and Seasonal Teen Navigator Volunteers. Additionally, volunteer management staff oversee the Compassion Corner for passengers utilizing the Sensory Room and Chapel, assist stranded passengers, and distribute Compassion Cacti lanyards for the special needs passengers who request them.
Guest Service Representatives help assist customers airport-wide during early mornings, nights, and weekends when volunteers are not available to cover information counters. Guest services staff also provide passenger assistance in Federal Inspection Services (FIS) facilities, distribute Airport brochures, staff the Aviation Headquarters and Rental Car Center information counters, and support special Airport initiatives i.e. mask distribution, PHX Pop Up shops and special events.
Procurement Information
Request for Proposal (RFP) 22-007 - Volunteer and Guest Services Management was conducted in accordance with Administrative Regulation 3.10. Five proposals were received and all proposals were deemed responsive and responsible.
The proposals were evaluated by an evaluation panel and scored by consensus based on the following criteria, with a point range of 0-1,000 points:
- Method of Approach to Scope of Services: 0-300 points.
- Key Personnel Qualifications and Experience: 0-250 points.
- Firm Qualifications and Experience: 0-250 points.
- Fee Schedule Proposal (Offer): 0-200 points.
The evaluation panel recommends VIP Hospitality, LLC for contract award as the best value to the City based on the consensus scores:
- VIP Hospitality, LLC - 892 points.
- ABM Aviation, Inc. - 765 points.
- Airport Terminal Services - 726 points.
- Hudson and Associates, LLC - 649 points.
- Polaris Research and Development, Inc. - 607 points.
Contract Term
The term of the contract will begin on or about June 1, 2022. The term is for two years, with three one-year options to extend the term for an aggregate five-year contract term. The options to extend may be exercised at the sole discretion of the Aviation Director.
Concurrence/Previous Council Action
This item was recommended for approval by the Phoenix Aviation Advisory Board on Feb. 17, 2022, by a vote of 9-0.
Financial Impact
The total contract value will not exceed $9.5 million.
Funding is available in the Aviation Department's budget.
Location
Phoenix Sky Harbor International Airport - 3400 E. Sky Harbor Blvd.
Council District: 8
Department
Responsible Department
This item is submitted by Deputy City Manager Mario Paniagua and the Aviation Department.