Operational Standards. 8.1 The installation of advertising units, maintenance and service shall take place whenever possible during hours of minimum passenger and visitor activity and at such times as approved by the Aviation Department. 8.2 Concessionaire shall prepare a standard form of advertising contract to be utilized by Concessionaire and shall submit same to the Aviation Department for approval prior to offering any advertising services. 8.3 Concessionaire agrees to implement the Marketing Plan and the Management Plan (collectively, "Plans"), developed and submitted to County as part of the Proposal Documents and further agrees to update such Plans if directed by the Aviation Department and submit such updated Plans for consent by the Aviation Department. Concessionaire shall not modify or deviate from any of the Plans submitted in the Proposal Documents without the prior written approval of the Aviation Department. The burden of proving compliance with the Plans rests with Concessionaire, and a failure by Concessionaire to comply with the Plans approved by the Aviation Department shall be a default under this Agreement entitling the County to exercise any and all remedies available hereunder. 8.4 Concessionaire shall ensure that the management, maintenance, and operation of the advertising units installed at the Advertising Locations shall at all times be under the supervision and direction of a qualified general manager ("Manager") who shall at all times be an employee of Concessionaire and subject to the direction and control of Concessionaire. The Manager shall be available twenty- four (24) hours per calendar day, seven (7) calendar days per week with the ability to be at the Airport within thirty (30) minutes if necessary. Concessionaire shall provide the Aviation Department with emergency telephone numbers at which Concessionaire's Manager or designee may be reached twenty-four (24) hours a day, seven (7) days a week. The Manager shall make, at a minimum, weekly inspections of all advertising units and shall take all necessary actions to maintain the advertising units in "as new" condition. 8.5 Concessionaire further agrees to assign a qualified employee to be in charge of the services and facilities offered under this Agreement and to be available in the absence of the Manager. 8.6 Concessionaire shall forward to the Aviation Department, on a monthly basis, a written report which contains a list of any complaints, whether the complaints were made verbally or in writing, and an explanation of Concessionaire's resolution of all such complaints. Questions or complaints regarding the quality of services or rates of Concessionaire which are received by the Aviation Department may be submitted to Concessionaire for response and resolution. Concessionaire shall respond, in writing, to all complaints within seven (7) calendar days following receipt of a complaint and contemporaneously provide the Aviation Department with a copy of the response. Concessionaire shall include its Manager's email address on all customer receipts in order to enable customer comments or complaints to be addressed to the Manager. 8.7 At the Aviation Department's request, Concessionaire shall meet with the Aviation Department to review any complaints or concerns and, thereafter, immediately comply with any action the Aviation Department directs Concessionaire to take to further correct and resolve any complaint. The Aviation Department's determination as to quality of operation or services shall be conclusive and binding on County and Concessionaire. 8.8 Concessionaire shall develop a policy outlining the rules, regulations, and operating procedures ("Operations Manual") which shall apply to its employees. Within sixty (60) calendar days of the Effective Date, Concessionaire shall submit its Operations Manual to the Aviation Department for review and consent. Concessionaire shall not modify or deviate from the Operations Manual without the prior consent of the Aviation Department. If County fails to respond in thirty (30) days, the Operations Manual shall be deemed to have been approved. 8.9 The operations of Concessionaire and Concessionaire's employees, invitees, suppliers and contractors shall be conducted in an orderly and proper manner so as not to annoy, disturb, or be offensive to others. At all times, Concessionaire and Concessionaire's employees, invitees, suppliers and contractors are required to conduct themselves in a courteous manner toward the public and in accordance with the Operations Manual. 8.10 Concessionaire shall at all times retain qualified employees at the Airport to conduct Concessionaire’s operations. Concessionaire shall maintain a cooperative relationship with other concessionaires at the Airport and shall not engage in open or public disputes, disagreements, or conflicts tending to deteriorate the quality of the services offered at the Airport, or be incompatible to the best interest of the public or the Airport.
Appears in 1 contract
Operational Standards. 8.1 The installation of advertising units, units and maintenance and service shall take place whenever possible possible, during hours of minimum passenger and visitor activity and at such times hours as approved by the Aviation Department.
8.2 Concessionaire shall prepare a standard form of advertising contract to be utilized submitted by Concessionaire it for its advertising services and shall submit same to the Aviation Department for approval prior to offering any advertising services.
8.3 Concessionaire agrees to implement the Marketing Plan and the Management Plan (collectively, "Plans"), developed and submitted to County as part of the Proposal Documents and further agrees to update such Plans Plans, if directed by the Aviation Department and submit such updated Plans for consent by the Aviation Department. Concessionaire shall not modify or deviate from any of the Plans submitted in the Proposal Documents without the prior written approval of the Aviation Department. The burden of proving compliance with the Plans rests with the Concessionaire, and a failure by Concessionaire to comply with the Plans approved by the Aviation Department shall be a default under this Agreement Agreement, entitling the County to exercise any and all remedies available hereunder.
8.4 Concessionaire shall ensure that the The management, maintenance, maintenance and operation of the advertising units installed at the Advertising Locations shall at all times be under the supervision and direction of a qualified general manager ("Manager") who shall at all times be an employee of the Concessionaire and subject to the direction and control of the Concessionaire. The Manager shall be available twenty- twenty-four (24) hours per calendar day, seven (7) calendar days per week with the ability to be at the Airport within thirty (30) minutes if necessary. Concessionaire shall provide the Aviation Department with emergency telephone numbers at which Concessionaire's Manager or designee may be reached twenty-four (24) hours a day, seven (7) days a week. The Manager shall make, make at a minimum, weekly inspections of all advertising units and shall take all necessary actions to maintain the advertising units in "as new" condition.
8.5 The Concessionaire further agrees to assign a qualified employee subordinate to be in charge of the services and facilities offered under this Agreement Agreement, and to be available in the absence of the Local Manager.
8.6 Concessionaire shall forward to the Aviation Department, on a monthly basis, a written report report, which contains a list of any complaints, whether the complaints were made verbally or in writing, and an explanation of Concessionaire's resolution of all such complaints. Questions or complaints regarding the quality of services or rates of Concessionaire Concessionaire, which are received by the Aviation Department Department, may be submitted to Concessionaire for response and resolution. Concessionaire shall respond, in writing, to all complaints within seven (7) calendar days following receipt of a complaint and contemporaneously provide the Aviation Department with a copy of the its response. Concessionaire shall include its Managergeneral manager's email address on all customer receipts in order to enable customer comments or complaints complaints, to be addressed to the Managergeneral manager.
8.7 At the Aviation Department's request, Concessionaire shall meet with the Aviation Department to review any complaints or concerns and, and thereafter, immediately comply with any action the Aviation Department directs Concessionaire to take to further correct and resolve any complaint. The Aviation Department's determination as to quality of operation or services shall be conclusive and binding on County and Concessionaireconclusive.
8.8 Concessionaire shall develop a policy outlining the rules, regulations, and operating procedures ("Operations Manual") ), which shall apply to its employees. Within sixty (60) calendar days of the Effective Date, Concessionaire shall submit its Operations Manual to the Aviation Department for review and consent, within sixty (60) calendar days following the Commencement Date. Concessionaire shall not modify or deviate from the Operations Manual without the prior consent of the Aviation Department. If County fails to respond in thirty (30) days, the Operations Manual shall be deemed to have been approved.
8.9 The operations of Concessionaire and Concessionaire's employeesParties, invitees, suppliers and contractors shall be conducted in an orderly and proper manner so as not to annoy, disturb, disturb or be offensive to others. At all times, Concessionaire and Concessionaire's employees, invitees, suppliers and contractors Parties are required to conduct themselves in a courteous manner toward the public and in accordance with the Operations Manual.
8.10 Concessionaire shall at all times times, retain qualified employees at the Airport to conduct its operations. Concessionaire’s operations's employees shall be clean and neat in appearance. Concessionaire shall maintain a cooperative relationship with other concessionaires at the Airport Airport, and shall not engage in open or public disputes, disagreements, or conflicts conflicts, tending to deteriorate the quality of the services offered at the Airport, or be incompatible to the best interest of the public or the Airport.
Appears in 1 contract
Operational Standards. 8.1 The installation of advertising units, maintenance and service shall take place whenever possible during hours of minimum passenger and visitor activity and at such times as approved by the Aviation Department.
8.2 Concessionaire shall prepare a standard form of advertising contract to be utilized by Concessionaire and shall submit same to the Aviation Department for approval prior to offering any advertising services.
8.3 Concessionaire agrees to implement the Marketing Plan and the Management Plan (collectively, "Plans"), developed and submitted to County as part performance of the Proposal Documents and further agrees to update such Plans if directed by the Aviation Department and submit such updated Plans for consent by the Aviation Department. Concessionaire shall not modify or deviate from any of the Plans submitted in the Proposal Documents without the prior written approval of the Aviation Department. The burden of proving compliance with the Plans rests with Concessionaire, and a failure by Concessionaire to comply with the Plans approved by the Aviation Department shall be a default services required under this Agreement entitling the County to exercise any and all remedies available hereunder.
8.4 Concessionaire shall ensure that the management, maintenance, and operation of the advertising units installed at the Advertising Locations shall at all times be under the supervision and direction of a an active, qualified general manager ("Manager") competent local project manager, and such other staff as may be necessary to act in the absence of the project manager, who shall at all times be an employee of Concessionaire and subject to the direction and control of ConcessionaireSECOND PARTY. The Manager A project manager shall be assigned to the Airports and the Port, at SECOND PARTY's expense, and shall be available twenty- four (24) during normal business hours per calendar dayor other hours as designated by the Airports and the Port.
8.2 SECOND PARTY shall at all times retain qualified, seven (7) calendar days per week with the ability to be competent, and experienced employees at the Airport within thirty (30) minutes and Port to meet the requirement outlined in Exhibit “A”. SECOND PARTY's employees shall be clean, courteous, efficient, and neat in appearance. SECOND PARTY shall not employ any person or persons in or about the premises who shall use improper language, or act in a loud, boisterous or otherwise improper manner. The Aviation Department and Port Department shall be the sole judge on the question as to whether the conduct of SECOND PARTY's representatives is objectionable, and if necessaryso judged, SECOND PARTY shall take all steps necessary to eliminate the conditions which have occasioned such judgment.
8.3 SECOND PARTY agrees that its employees shall be of sufficient number so as to properly perform the services required under this Agreement. Concessionaire shall provide If so directed by the Aviation Department or Port Department, SECOND PARTY shall provide for addition or reduction of employees, provided however, SECOND PARTY shall be paid only for the costs of the employees actually working at the Airports and the Port. SECOND PARTY shall provide its employees with emergency telephone numbers uniforms and credentials which shall be subject to approval by the Aviation Department and Port Department. All employees shall be required to wear the appropriate approved uniforms and site specific credentials provided by SECOND PARTY at which Concessionaire's Manager or designee may be reached twenty-four (24) hours a day, seven (7) days a week. The Manager shall make, at a minimum, weekly inspections of all advertising units and shall take all necessary actions to maintain the advertising units in "as new" conditiontimes when on duty.
8.5 Concessionaire further agrees to assign a qualified 8.4 SECOND PARTY shall immediately remove and keep removed from the Airports and the Port premises any employee to be who participates in charge illegal acts, who violates Airport or Port rules and regulations, or the provisions of the services and facilities offered under this Agreement and to be available Agreement, or who, in the absence opinion of the Manager.
8.6 Concessionaire shall forward to SECOND PARTY, the Aviation Department, on or the Port Department is otherwise detrimental to the public interest at the Airports or Port.
8.5 In the event that a monthly basisdefalcation, a written report which contains a list theft, fraud or embezzlement or suspicion of any complaintssame occurs or violation of 49 CFR 1542, whether the complaints were made verbally or in writing, and an explanation of Concessionaire's resolution of all such complaints. Questions or complaints regarding the quality of services or rates of Concessionaire which are received by it is SECOND PARTY’s responsibility to immediately notify the Aviation Department may or Port Department of the incident or suspected incident. SECOND PARTY also agrees to provide full disclosure including, but not limited to, copies of police reports of investigation, reports to bonding company, bonding company's findings, claims filed with crimes insurance carrier, and reports of any action taken against an employee. It must be submitted SECOND PARTY's policy to Concessionaire prosecute any employee found to be involved in theft, fraud, embezzlement or any similar activity. All employees of SECOND PARTY must sign a pre-employment statement stating they are aware they will be investigated and prosecuted to the fullest extent of the law for response any theft, fraud, embezzlement or similar activity.
8.6 SECOND PARTY shall provide periodic reports, including, but not limited to, training reports, safety training, and resolution. Concessionaire shall respond, in writing, to all complaints within seven (7) calendar days following receipt of a complaint and contemporaneously provide other reports which the Aviation Department with a copy of the response. Concessionaire shall include its Manager's email address on all customer receipts in order to enable customer comments or complaints to be addressed to the ManagerPort Department may request.
8.7 At the Aviation Department's or Port Department’s request, Concessionaire SECOND PARTY shall meet with the Aviation Department or Port Department to review any complaints or concerns and, thereafter, immediately comply with and to promptly correct any action the Aviation Department directs Concessionaire to take to further correct and resolve any complaintdeficiencies regarding operations under this Agreement. The Aviation Department's and Port Department’s determination as to quality of operation or services shall be conclusive and binding on County and Concessionairecurative measures shall be implemented by SECOND PARTY as expeditiously as possible.
8.8 Concessionaire shall develop a policy outlining the rules, regulations, and operating procedures ("Operations Manual") which shall apply to its employees. Within sixty (60) calendar days of execution of this agreement SECOND PARTY and the Effective Date, Concessionaire shall submit its Operations Manual to Contract Administrator will develop a Hurricane Response Plan in conjunction with the Aviation Department for review and consent. Concessionaire shall not modify or deviate from the Operations Manual without the prior consent of the Aviation Department. If County fails to respond in thirty (30) daysAirports, the Operations Manual shall be deemed Port, and the SHERIFF’s Office. The Plan must address the sourcing of additional or replacement security officers from outside the South Florida geographic area to have been approvedbackfill the employees of SECOND PARTY affected by a storm.
8.9 The operations of Concessionaire and Concessionaire's employees, invitees, suppliers and contractors shall be conducted in an orderly and proper manner so as not to annoy, disturb, or be offensive to others. At all times, Concessionaire and Concessionaire's employees, invitees, suppliers and contractors are required to conduct themselves in a courteous manner toward the public and in accordance with the Operations Manual.
8.10 Concessionaire shall at all times retain qualified employees at the Airport to conduct Concessionaire’s operations. Concessionaire shall maintain a cooperative relationship with other concessionaires at the Airport and shall not engage in open or public disputes, disagreements, or conflicts tending to deteriorate the quality of the services offered at the Airport, or be incompatible to the best interest of the public or the Airport.
Appears in 1 contract
Samples: Security Officer Services Agreement
Operational Standards. 8.1 5.1 Contractor agrees that it shall provide and make available at the Assigned Areas the types of Shared Ride and Limousine Service as proposed in Contractor’s Proposal to the extent approved by Contract Administrator and as required by this Agreement. The installation services Contractor must provide shall include, but not be limited to all services identified in Contractor’s Proposal, except such services as have been disapproved or modified by County. Contractor shall not change, remove, or modify any services provided hereunder without the prior written consent of advertising unitsthe Aviation Department. In addition, maintenance and the Aviation Department may require the addition of certain services, as may be agreed to between the parties, which are in public demand. The maximum waiting time for passengers using Contractor’s Shared Ride service shall take place whenever possible not exceed thirty (30) minutes from the time the customer requests the service until the vehicle is loaded and departs the Airport. The maximum wait time for passengers using Limousine Service shall not exceed ten (10) minutes from the time the customer requests the service until the vehicle is loaded and departs the Airport.
5.2 The only exception to this Section 5.2 is that the maximum waiting period may be extended for good cause when a special purpose vehicle normally assigned to the Airport has been previously dispatched from the Airport. In such case, Contractor shall make all efforts to minimize the waiting time for the passenger, including obtaining service for the passenger from an alternative provider, without additional cost (over the normal cost of providing service) to the passenger.
5.3 No comingling of passengers shall be permitted with respect to departing passengers; that is, Contractor shall not carry passengers that will be departing from an airport other than the Airport in the same vehicle as passengers that will be departing from the Airport.
5.4 Contractor shall forward to the Aviation Department, on a monthly basis, a list of any questions or complaints, whether verbal or written, from either the public or the Aviation Department, accompanied by Contractors’ resolution of any such complaints. Contractor shall respond verbally or in writing to the complainant within one (1) calendar day, regardless of whether the complaint was initiated by a member of the public, employees of the Aviation Department, any other third party. Contractor shall be required to investigate the nature of the complaint and contact the complainant to get their contact information, including their name, phone number and email address, if available. Contractor shall respond to the initial complaint in the same manner in which complainant made their initial complaint, i.e. if the complaint was made via phone call or email, Contractor shall respond through the same medium of communication. Contractor shall then be required to follow up in writing to the complainant with a resolution/close out of said complaint within five (5) calendar days following the initial complaint. Contractor shall copy the Contract Administrator on all correspondence regarding any such complaints. At the request of the Contract Administrator, Contractor shall meet with the Contract Administrator to review any complaints or concerns and to promptly correct any deficiencies. The Contract Administrator’s determination as to quality of operation or services shall be conclusive, and curative measures requested by the Contract Administrator shall be implemented by Contractor as expeditiously as possible. Contractor shall submit a monthly report to the Contract Administrator summarizing complaints and damage or other claims received during the preceding month as well as the resolution, if known, of such matters.
5.5 Contractor shall meet with the Aviation Department on no less than a quarterly basis (or more often, at the request of either party) to discuss business and operational issues.
5.6 At the Aviation Department’s request, Contractor shall meet with the Aviation Department to review any complaints or concerns and to promptly correct any deficiencies. The Aviation Department’s determination as to quality of operation or services shall be conclusive and curative measures shall be implemented by Contractor as expeditiously as possible.
5.7 The hours of minimum passenger business during which Contractor is to conduct its operations at the Airport shall be such that the Shared Ride and visitor activity Limousine Service demands of all passengers of any and all arriving flights at such times the Airport are met. Contractor agrees that it shall have staff available in the Customer Service Kiosks (“Kiosks”) outside each Terminal from the time of the first scheduled arrival of each day until at least forty-five (45) minutes after the actual time of the final arrival of each day in each Terminal and shall have vehicles available to provide transportation to passengers during these hours. The service hours in each Terminal may vary. Any deviation from the operating hours as specified herein must be approved by the Aviation Department.
8.2 Concessionaire shall prepare 5.7.1 It will be the responsibility of Contractor to monitor flight times on a standard form daily basis and to ensure that it has sufficient staff and vehicles to operate during the hours established in Section 5.7. In the event of advertising contract flight delays, Contractor is required to be utilized by Concessionaire continue to operate and shall submit same offer transportation services pursuant to the Aviation Department for approval prior to offering any advertising servicesSection 5.7.
8.3 Concessionaire agrees to implement 5.7.2 Variations from the Marketing Plan and the Management Plan (collectively, "Plans"), developed and submitted to County as part of the Proposal Documents and further agrees to update such Plans if directed operating hour’s requirements must be approved in writing by the Aviation Department prior to any implementation of said change. Contractor may request an adjustment of hours, but must demonstrate why this adjustment is necessary, and submit such updated Plans for consent by the Aviation Department. Concessionaire shall will not modify or deviate from any cause a significant diminution of the Plans submitted in the Proposal Documents without the prior written approval of the Aviation Departmentcustomer service. The burden of proving compliance with the Plans rests with Concessionaire, and a failure by Concessionaire to comply with the Plans approved by the Aviation Department will consider any such requests and will decide, in its sole and absolute discretion, whether such change is warranted.
5.7.3 The operating hours shall be a default under this Agreement entitling prominently posted at each Operations Area and Kiosk. Such operating hour’s signage must be permanent in appearance. The posting of operating hours, however, does not negate the County contractual requirement for adherence to exercise any and all remedies available hereunderSection 5.7 herein.
8.4 Concessionaire shall ensure that the management, maintenance, 5.8 The management and operation of the advertising units installed at the Advertising Locations Concession shall at all times be under the supervision and direction of a qualified general an active, qualified, competent manager ("“Manager"”) who shall at all times be an employee of Concessionaire Contractor and all times be subject to the direction and control of Concessionaire. Contractor.
5.9 The Manager or a Duty Manager shall be available twenty- at the Assigned Areas during all hours of operation. The Manager or a Duty Manager shall be available by telephone twenty-four (24) hours per calendar day, seven (7) calendar days per week with the ability to be at the Airport within thirty (30) minutes if necessary. Concessionaire Contractor shall provide supply a single mobile or cellular communication device to the Aviation Department with emergency telephone numbers at which Concessionaire's Manager or designee Duty Manager that may be reached twenty-four (24) hours a day, seven (7) days a week. The Manager shall make, at a minimum, weekly inspections of all advertising units and shall take all necessary actions to maintain the advertising units in "as new" condition.
8.5 Concessionaire further agrees to assign a qualified employee to be in charge of the services and facilities offered under this Agreement and to be available in the absence of the Manager.
8.6 Concessionaire shall forward to the Aviation Department, on a monthly basis, a written report which contains a list of any complaints, whether the complaints were made verbally or in writing, and an explanation of Concessionaire's resolution of all such complaints. Questions or complaints regarding the quality of services or rates of Concessionaire which are received used by the Aviation Department may be submitted to Concessionaire reach, at all times, the person who is responsible for response and resolution. Concessionaire shall respond, in writing, to all complaints within seven (7) calendar days following receipt of a complaint and contemporaneously provide the Aviation Department with a copy of the response. Concessionaire shall include its Manager's email address on all customer receipts in order to enable customer comments or complaints to be addressed to the ManagerContractor’s operation.
8.7 At the Aviation Department's request, Concessionaire shall meet with the Aviation Department 5.10 Contractor agrees to review any complaints or concerns and, thereafter, immediately comply with any action the Aviation Department directs Concessionaire to take to further correct and resolve any complaint. The Aviation Department's determination as to quality of operation or services shall be conclusive and binding on County and Concessionaire.
8.8 Concessionaire shall develop a policy outlining the rules, regulations, and operating procedures ("Operations Manual") which shall apply to its employees. Within employees within sixty (60) calendar days after execution of this Agreement and to submit same for approval of the Effective Date, Concessionaire shall submit its Operations Manual to the Aviation Department for review and consentDepartment. Concessionaire Contractor shall not modify or deviate from the Operations Manual this policy without the prior consent written approval of the Aviation Department. If County fails A failure of Contractor to respond in thirty (30) days, comply with the Operations Manual policy approved by the Aviation Department shall be deemed a default under this Agreement, entitling County to have been approvedexercise any and all remedies available hereunder. Contractor agrees to demonstrate compliance with the rules, regulations and operating procedures contained within the policy. Contractor agrees to comply with all federal, state and local laws, ordinances, rules and regulations, including but not limited to those rules published by the Aviation Department with respect to the Airport.
8.9 5.11 The operations of Concessionaire and Concessionaire's Contractor, its employees, invitees, suppliers and contractors shall be conducted in an orderly and proper manner so as not to annoy, disturb, disturb or be offensive to others. At all times, Concessionaire and Concessionaire's employees, invitees, suppliers and contractors are required to All employees of Contractor must conduct themselves at all times in a courteous manner toward the public and in accordance with the Operations Manualrules, regulations and policies developed by Contractor and approved by the Aviation Department.
8.10 Concessionaire 5.12 Contractor agrees that it shall have sufficient employees to staff Operations Areas, as well as to operate vehicles, so as to properly conduct Contractor’s operations.
5.13 Contractor shall at all times retain qualified qualified, competent, and experienced employees at the Airport to conduct Concessionaire’s its operations. Concessionaire Contractor’s employees shall be clean, courteous, efficient, and neat in appearance. Contractor shall not employ any person or persons at the Airport or in its vehicles who shall use improper language, or act in a loud, boisterous or otherwise improper manner. The Aviation Department shall be the sole judge on the question as to whether the conduct of Contractor’s representatives is objectionable, and if so judged, Contractor shall take all steps necessary to eliminate the conditions which have occasioned such judgment. Contractor shall maintain a friendly and cooperative relationship with other concessionaires at tenants on the Airport premises of the Airport, and shall not engage in open or public disputes, disagreements, or conflicts conflicts, tending to deteriorate the quality of the services offered at the Airport, or be incompatible to the best interest of the public or the Airport.
5.14 Contractor agrees that its employees, franchisees or subcontractors shall not engage in soliciting business or meeting potential or pre-reserved passengers at any area of the Airport, except at the Kiosk Locations and any other Assigned Areas. Contractor, its employees or contractors shall not pay or otherwise induce a skycap or other person to solicit passengers on behalf of Contractor or to direct passengers to use Contractor’s services.
Appears in 1 contract
Samples: Concession Agreement
