Title
Phoenix Convention Center Guest Service Training - RFQu 19-045 - Requirements Contract (Ordinance S-45193)
Description
Request to authorize the City Manager, or his designee, to enter into a contract with Fresh Revenues to provide Guest Service Training for the Phoenix Convention Center Department (PCCD). Further request authorization for the City Controller to disburse all funds related to this item.
Report
Summary
The Phoenix Convention Center’s vision is to be the premier convention and entertainment complex in North America through distinctive venues, caring service and memorable experiences.
A primary way the Convention Center achieves its vision is through a robust guest experience program. Being known as an organization that consistently provides excellent customer service establishes the Convention Center's brand in the industry, encourages customer loyalty and repeat business and has a positive impact on the financial bottom line.
This contract will provide the PCCD with expertise through customized training and hospitality services, including but not limited to: hospitality sales, event management, service excellence program development, volunteer, usher and venue host program development, ongoing training support, service recovery program, in addition to other services such as service process mapping, mystery shopper program development and organizational needs assessments.
Procurement Information
Request for Qualifications (RFQu) 19-045 was conducted in accordance with Administrative Regulation 3.10 with the intent to establish a Qualified Vendors List (QVL) of qualified vendors to provide employee training. There were four offers received by the Finance Department Procurement Division on Sept. 28, 2018. Two offers were deemed non-responsive. Two offers were evaluated by a committee which determined one offer met the City’s minimum qualification criteria.
The following vendor is being recommended to be included in the QVL:
Fresh Revenues
The Deputy Finance Director recommends that the offer from Fresh Revenues be accepted as the responsive and responsible offer that is most advantageous to the City.
Contract Term
The five-year contract term shall begin on or about Dec. 5, 2018.
Financial Impact
The aggregate contract value will not exceed $125,000 (including applicable taxes), with an estimated annual expenditure of $25,000. Funds are available in the PCCD budget.
Department
Responsible Department
This item is submitted by Assistant City Manager Milton Dohoney, Jr. and the Phoenix Convention Center Department.