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Centennial Park Request For Proposal – 4 March 2019 2

Contents Contents .................................................................................................................................... 2

The Opportunity......................................................................................................................... 3

About Centennial Park ............................................................................................................... 5

Business and ownership ................................................................................................................................ 5

Vision, Mission and Values ............................................................................................................................ 5

Strategic Priorities ......................................................................................................................................... 5

Location of Centennial Park........................................................................................................................... 6

Visitation, Activities and Events .................................................................................................................... 6

Café & Function Spaces .............................................................................................................. 7

The Offering ................................................................................................................................................... 7

Location of the Café....................................................................................................................................... 8

Design ............................................................................................................................................................ 9

Initial Concept Drawings ................................................................................................................................ 9

Approximate Proposed Design Areas ............................................................................................................ 9

Marketing .................................................................................................................................................... 10

Lease and Licence ........................................................................................................................................ 10

Expected Visitors ......................................................................................................................................... 10

Proposal Requirements ............................................................................................................ 11

Objectives of the Request for Proposal ....................................................................................................... 11

Format of Response ..................................................................................................................................... 11

Cover Letter & Statement of Purpose (Response Part 1) ............................................................................ 11

Operator’s Information (Response Part 2) .................................................................................................. 11

Evaluation Criteria (Response Part 3) .......................................................................................................... 12

The Process .............................................................................................................................. 13

Contact Details and Communication ........................................................................................................... 13

Timeline ....................................................................................................................................................... 13

Submissions ................................................................................................................................................. 14

Conditions ................................................................................................................................ 14

Confidentiality ............................................................................................................................................. 14

Conflict of Interest ....................................................................................................................................... 15

Schedule 1 ............................................................................................................................... 15

Operator’s Information Checklist ................................................................................................................ 15

Appendix A: Service Level Agreement for the Provision of Catering Services ............................. 16


The Opportunity Centennial Park, South Australia’s leading provider of cemetery, cremation, funeral and memorialisation services has embarked on a unique and exciting project; the development of a contemporary café, function and retail space to be located in the heart of its park-like grounds in the inner southern Adelaide suburb of Pasadena.

With construction anticipated to commence by early 2020, Centennial Park is now seeking submissions from service providers of the highest calibre, to operate the café and provide the catering services in a first of its kind offering within a cemetery in South Australia.

The café will provide food and beverage options for the approx. 500,000 visitors to the Park, whilst a catering service will be offered to the 1,400 families who choose Centennial Park each year for funerals and after-service functions, as well as those attending the community and lifestyle events held in the Park each year.


The operator will work collaboratively with Centennial Park to:

• Enhance the experience at Centennial Park for families who choose the Park and its facilities to farewell and memorialise loved ones.

• Build and strengthen the relationships with those families.

• Increase visitation from existing families.

• Attract new visitors to Centennial Park.

• Enhance the profile of the Park as an innovative and quality provider of services to the community.

• Provide a revenue stream that will secure its long-term financial future.

Supporting the primary purpose of Centennial Park and working collaboratively with Management to ensure that their clients’ needs are given priority at all times, the operator will be expected to provide the following services:

• The café will provide food and beverage options to the general public, contractors, suppliers, those attending funerals or visiting a memorial, those attending events, and staff of Centennial Park.

• High quality catering services as required for families after funerals, for events and for other opportunities the operator may wish to initiate and as agreed by Centennial Park.

Attractive incentives for potential operators include:

• The opportunity for a long-term lease.

• A brand new purpose-built contemporary café and function space with indoor and outdoor spaces.

• Significant involvement in the fit-out of the café.

• Brand and profile opportunities from partnering with Centennial Park; a recognised industry leader with a strong positive brand, on an innovative South Australia project.

Customer service at the highest level is paramount. It is expected that the café and catering operator will work in partnership with Centennial Park to conduct its business in a professional and respectful manner that is consistent with the values of the Park: Compassion, Inclusion, Excellence and Innovation.

While the focus for Centennial Park is on its customers and visitors, it is open to the café and catering operator exploring other opportunities to attract people to its products and services, with agreement from Centennial Park.

This Request for Proposal for the Provision of Café and Catering Operations (RFP) should be read and responded to in conjunction with the Service Level Agreement for the Provision of Catering Services (Appendix A).


About Centennial Park

Business and ownership Centennial Park is South Australia’s leading provider of burial, cremation, funeral and memorialisation services. For more than 80 years it has provided a place where people are welcomed and encouraged to honour lives and to reflect on the preciousness and richness of life.

Over 150,000 people are memorialised in the Park and many of these memorials are visited regularly by family and friends. Centennial Park conducts around 3,500 cremations, 800 burials and 1,400 funeral services each year, an indication of the value our families place on the beautiful facilities that Centennial Park provides.

Centennial Park is owned by the Centennial Park Cemetery Authority (the Authority), a regional subsidiary of two councils, the Cities of Mitcham and Unley in South Australia. It is governed by a seven-member Board of Management comprising two appointed by each owner council and three independent members.

Led by a Chief Executive Officer and Senior Management Team, the Centennial Park team consists of around 55 dedicated and passionate staff. In addition, the Commonwealth Government operates the South Australian Garden of Remembrance in the Park, for the memorials of those who fought in wars, with a team of eight on site.

Vision, Mission and Values Centennial Park’s vision is to be the pre-eminent end-of-life resting place; a place that connects people through a rich tapestry of beautiful gardens, services, events and histories.

Its mission is to provide a stunningly beautiful community space in which to enduringly commemorate loved ones and to celebrate the wonder of life.

Its values are:

• Compassion

• Inclusion

• Excellence

• Innovation

Strategic Priorities

The provision of a contemporary café and function facility on site, adjacent to its award-winning Jubilee Complex, will contribute in a very integral way to its four key strategic priorities to:

• maximise existing assets;

• improve communication and engagement with the community;

• grow through innovation; and

• strengthen organisational capacity.


Location of Centennial Park Situated within 10 kilometres of Adelaide city, on Goodwood Road, Pasadena, it provides easy access to all South Australians and visitors.

A statement entrance has been created with a four-metre high sculpture, Connections, providing a location reference point for visitors. Connections was commissioned by Centennial Park and created by acclaimed South Australian artist, Karl Meyer, in association with Exhibition Studios. It was installed in December 2018 and conveys the very essence of Centennial Park: human connection; togetherness; warmth; care; empathy; and friendship. Formal landscaping elements and flowering plants surround the landmark piece and provide a hint of the stunning environment of the Park.

On a footprint of 40 hectares (100 acres), the Park boasts more than nine kilometres of majestic tree-lined avenues, many pathways for walking and prams, thousands of flowering and native plants, more than 30 themed gardens, almost 8,000 rose bushes of 150 differing varieties, gazebos, an island, a creek and 20 water features or fountains. It also is home to ducks, koalas, possums, tortoises and an abundance of native wildlife, including more than 30 bird species.

There are three sandstone buildings within the Park: the Administration Building where families visit to discuss memorial options and renewals, and which accommodates our corporate service teams; the Operations Building, the hub for operations, grounds, infrastructure, maintenance, the crematorium and bookings of services; and the Jubilee Complex housing a number of Funeral/Service spaces, the Heysen seating 250, the Florey seating 90, the Mawson seating 30 people, and the Foyer able to seat up to 450.

Visitation, Activities and Events The Park is open every day from 7am to 7pm. During daylight savings the opening hours are extended to 9pm daily. Events may be held outside of these times subject to security and liquor licensing requirements. The Administration Building is open from 9.00am to 5.00pm on business days.

Almost 500,000 people visit the Park each year; to attend a funeral, visit a memorial, attend a commemorative or community event, or to simply enjoy the Park and its surroundings. Other visitors may come to attend one of the Park’s Embracing Life wellbeing sessions, including yoga, Tai Chi, and meditation, or to join one of the tours for the general public or specific groups to learn about and explore the Park.

Centennial Park holds approximately 1,400 funeral services each year. A number of these services are followed by functions, with catering currently arranged by Centennial Park through an external provider. The operator will benefit from these existing functions and has an opportunity to substantially grow this area of the overall business.

In addition to the after-service functions, Centennial Park hosts a range of events each year, including commemorative events such as Mothers’ Day, Fathers’ Day, Remembrance Day, and Carols at Christmas, as well as a broader range of events including seminars, morning teas, lunches and other community group activities. New and additional events are considered each year, such as the sold-out jazz concert hosted as part of the 2018 Adelaide Fringe Festival. All events provide further catering opportunities for the operator.


Café & Function Spaces An initial plan to construct a café was approved in 2015 but with the development of a bold new five-year Strategic Plan for the Park, the plan and objectives for the café were re-visited. The result was a more extensive offering of a café and the inclusion of associated function spaces.

The new plan, which incorporates a café, kitchen, three function spaces, a small retail offering and toilets, was approved by the Board and owner councils in September 2018.

It is expected that construction will commence by early 2020 and that the cafe and catering facility will be completed and operational later that year.

Through an enhanced food and beverage offering, the café and function spaces will attract additional visitors to Centennial Park, and extend the period in which current visitors remain in the Park.

This will improve the experience for our visitors and raise the profile of the Park in the community and the industry.

A primary objective is securing the long-term financial future of Centennial Park by generating additional revenues from functions and the lease of the café space.

The Offering The operator must deliver high quality café and catering services at Centennial Park, including quality food and beverage and the highest levels of customer service, to maximise the level of activity and the financial return to the operator and Centennial Park. The operations will incorporate two revenue streams being the café and catering service.

The operator will be required to obtain a liquor licence for the café, and a special purpose liquor licence for all other areas in the Park, including the function spaces.

The Café The Café will be open to the general public to attract general visitors to the Park as well as visitors for events, staff members and other stakeholders. The café will encompass an indoor and outdoor seating area.

The café will offer high quality products and service, providing options for breakfast, morning and afternoon tea, lunch for a diverse community including children and those from culturally diverse backgrounds, including the Italian, Greek and Asian communities.

Quality coffee that is able to be served in high volumes will be expected given multiple funeral services are held at similar times in different venues. It is expected that visitors will visit the café before and after services and for services alone (in addition to visitors to the Park in general), there can be many hundreds of visitors on site at any one time.

Exact hours of operation are open to negotiation and may change depending on visitation patterns across the year; however it is expected that the café be open during key visitation periods across the week.

Catering A high quality food and beverage service will be offered to families for after-service events, for memorial services or other gatherings, as well as to Centennial Park for its meetings and events. There will also be the opportunity to provide spaces and catering to conferences and meetings.


It is expected that proposals from prospective operators will include:

• Sample food and beverage menus and indicative pricing schedules for the café, functions and wake menus and packages which accommodate a broad spectrum of price points and varying cultural and religious requirements.

• A branding and marketing strategy.

• The strategy for sensitively working with families and funeral directors on funeral services.

Centennial Park caters for families from a range of religious and cultural backgrounds after funeral services and a small range of culturally sensitive menus may be required to be offered, particularly for the Greek, Italian and Asian communities.

Location of the Café The café and catering facility is to be located adjacent to the Jubilee Complex. The Complex, situated in the heart of Centennial Park is home to a large foyer (capacity: 460 seated) with panoramic views across the Park, and three funeral service spaces, Mawson (capacity: 30 people seated), Florey (capacity: 90 people seated) and Heysen (capacity: 250 seated). The Jubilee Complex hosts more than 1,400 services a year.

The café and catering operator will have exclusivity over catering for all events utilising the function spaces at Centennial Park unless there are particular items requested that the café and catering operator is unable to provide, or chooses not to provide, in which case it may be sourced externally by the family or Centennial Park in consultation with the café and catering provider.

For other events, in spaces other than the café and new function venues, Centennial Park may engage the catering provider or an external provider.

The location, close to the Jubilee Complex, has been determined to be the best in terms of meeting the needs of families visiting for services and for before or after-service gatherings. It is also a very central location of the Park, easy to find, and offers ample parking.

Map of Centennial Park showing the proposed site of the café, function & retail spaces.


Design The café and function spaces will be of contemporary design and will encompass both indoor and outdoor spaces. The fitout will be high quality to align with Centennial Park’s vision, mission and values. The overall footprint will be up to 900sqm, which includes approximately 280sqm for functions.

Initial Concept Drawings

Approximate Proposed Design Areas Café/Front of House (55 pax) 85m2

Function Rooms (280 pax in total) 280m2

Terrace + site works 250m2

Kitchen + catering office 130m2

Back of House + Staff ordering 100m2

Retail space 25m2

Playground 30m2


Marketing The café and function spaces will be marketed to visitors of the Park, both existing and new, as well as funeral homes and their teams and the general community. Marketing will be by agreement of Centennial Park and the café and function space operator and it is expected both parties will work in collaboration to raise awareness and interest in the operation while ensuring the reputation, strategy and vision of Centennial Park and the new space is upheld.

It is in the best interest of both Centennial Park and the chosen operator to collaborate on a marketing plan to ensure a high level of visitors to the Park utilise both the café and catering function. There will also be the opportunity to attract the general public who are interested in unique spaces to meet for food and beverages.

Lease and Licence The arrangements will be documented by way of an Agreement to Lease detailing the requirements and obligations of the parties during the development and construction period and a Lease to come into effect following construction which will detail the parties' rights and obligations during the Lease term which is proposed to be 5 + 5 years. The Lease may comprise a fixed rental component plus a percentage of turnover over and above an agreed base.

The premises will comprise the café area and other areas over which the operator will have sole use. The function space will be the subject of a Licence and a separate Services Contract for catering services will be negotiated and entered into contemporaneously with the Agreement to Lease and Lease.

The Licence will also cover common areas that the operator may use in conjunction with Centennial Park. Further details are contained in the Service Level Agreement (SLA). The SLA sets out the requirement to cater for functions including all Key Performance Indicators and general standards.

Please note that a contribution to fit out of the spaces and a bank guarantee will be required by the successful applicant.

The RFP will be the first stage of a two-stage process. The RFP will result in a shortlist of operators who will be invited to comment on proposed contracts including proposed commercial terms. Shortlisted operators will also be invited to propose a rent and licence fee for the space at that stage.

Expected Visitors It is anticipated that many of the 500,000 visitors to Centennial Park annually for services, events, tours and to visit memorial of loved ones will visit the café.

Conservative forecasting is based on approximately 70,000 visiting the café in the first year of its operation, increasing to 92,000 in year two. Forecasting for attendance at functions is similarly conservative, with approximately 23,000 anticipated in the first year and increasing to 32,000 in the second year of operation.

We do not warrant these customer numbers, nor the amount spent per customer.


Proposal Requirements Centennial Park welcomes proposals to operate its brand new café and catering facility by 5.00pm on Friday 29 March 2019. Submitted proposals will be evaluated against a range of criteria as detailed below.

Objectives of the Request for Proposal The objectives of this Request for Proposal are to:

• Ensure that the café and catering operations are awarded to an applicant with the highest of standards and in a manner that enhances Centennial Park’s reputation and visitor experience;

• Ensure a high standard of food quality and service delivery at Centennial Park to meet customer expectations and which enhances the visitor experience of Centennial Park; and

• Develop a partnership with an operator that will enhance the vision, values and reputation of Centennial Park.

Format of Response The format of the response is to be structured into three parts as follows:

1. Cover Letter/introduction including a Statement of Purpose (Response Part 1)

2. Responses to Operator’s Information (Response Part 2)

3. Responses to Other Evaluation Criteria (Response Part 3)

4. References and other relevant and appropriate information to support the proposal.

Please note Centennial Park may seek further clarification, information or additional documentation to the RFP responses at their discretion.

Cover Letter & Statement of Purpose (Response Part 1) The respondent is required to detail, in a cover letter, a brief but comprehensive overview of their operation’s background and history, values and mission and demonstrate why they are submitting a proposal to collaborate with Centennial Park on this venture.

The respondent should prepare the cover letter & Statement of Purpose and identify them as Response Part 1.

Operator’s Information (Response Part 2) The operator is required to detail the following information as part of the response requirements:

• Corporate structure and full name of the entity submitting the application (please note Centennial Park will only enter into a formal lease with a single entity. If there are multiple entities involved, the response must highlight the responsible entity which will enter into the agreement).

• Beneficial ownership interests in the responsible entity and any related entities.

• The ABN of the responsible entity.

• If a company, the ASIC company extract which will identify all company directors, registered office, head office address, place of incorporation and shareholders of the entity.

• Operational background including years in business, organisation chart, management bios, locations and corporate mission, values and vision.


• Details of the nominated representative who will be the main contact throughout the Request for Proposal process including name, email address and contact numbers.

• A comprehensive understanding of and adherence to the Service Level Agreement for the Provision of Catering Services (Appendix A).

A checklist has been provided at Schedule 1. Please identify Response to Operator’s Information as Response Part 2.

Evaluation Criteria (Response Part 3) Proposals will be evaluated against the following criteria:

Standard Criteria

1. How the respondent will uphold the vision, values and culture of Centennial Park in its café and catering operation

A summary demonstrating an understanding of the culture and vision of Centennial Park including the capacity of the respondent to uphold these same values via the café and catering operation. This will include a detailed sensitivity strategy on working with funeral directors and grieving families.

2. Experience & Qualification

Details of the respondent’s experience in providing café and catering services. Evidence must be provided of the previous experience in the delivery of similar type activities and scale in South Australia or nationally.

3. Financial Viability Statutory financial statements for the past 2 years of the respondent organisation. Audited financial statements are preferred (if available).

4. Hospitality Skills Demonstrate the competency of key management that the respondent proposes to involve in the project, including names, role and expertise (CVs to be provided where applicable).

5. Methodology How the respondent proposes to successfully establish a café and catering operation including:

• Proposed sample menus & indicative pricing

• Operational Strategy – how the operator will work with Centennial Park to achieve the shared objectives.

• Marketing and branding strategy

• Proposed hours of operation

• Requirements for a liquor licence (will need to be evidenced prior to commencement of the lease)

• Commitment to environmentally sustainable practices

• Commitment to WHS and Food Safety

• Commitment to adherence to the Service Level Agreement for the Provision of Catering Services (Appendix A)

The respondent is required to prepare and submit answers to each evaluation criteria in a clear and precise manner referencing each individual standard as Response Part 3 (1-5).


The Process

Contact Details and Communication Respondents to this Request for Proposal are requested to limit contact with Centennial Park regarding their submission or any questions to the Nominated Contact Person:

Janet Miller

Chief Executive Officer

Email: [email protected]

Telephone: 08 8276 6011

Any site visit or inspection by Respondents must be by appointment.

Timeline The closing time for submissions to this Request for Proposal is 5pm on Friday 29 March 2019

All submissions will be evaluated by Centennial Park Authority against the evaluation criteria outlined in this RFP.

Following is an indicative outline of the evaluation timeline for the appointment of an operator:

Stage Indicative Completion Date

Stage 1 – Request for Proposal issued Monday 4 March 2019

Closing date for Submissions to the Request for Proposal Friday 29 March 2019

Initial Evaluation of RFP Responses Friday 5 April 2019

Stage 2 – Shortlist of respondents identified Monday 8 April 2019

Contracts provided to shortlisted respondents Wednesday 10 April 2019

Return of contracts from shortlisted respondents Thursday 25 April 2019

Negotiations with preferred respondent Thursday 30 May 2019

Formal Agreement to Lease executed Friday 7 June 2019

Lease Commencement August 2020

Please note Respondents may be required to present to Centennial Park’s evaluation team and advisers on their RFP responses, at Centennial Park’s discretion.

mailto:[email protected]


Submissions Submissions in response to this Request for Proposal close at 5.00pm on Friday 29 March 2019.

Please submit your Response via email to: [email protected]

A hard copy is also required to be posted/delivered to:

Janet Miller Chief Executive Officer Centennial Park Cemetery Authority 760 Goodwood Road Pasadena SA 5042

Centennial Park Administration Building is open between 9:00am – 5.00pm Monday to Friday.

Please note the following in relation to lodgement of submissions:

• Proposals are not to be faxed in whole or in part.

• Proposers acknowledge that lodgement of their proposal on time, and in accordance with the lodgement requirements, is entirely their responsibility. Centennial Park Cemetery Authority accepts no responsibility for submissions received after the closing date and time.

• If lodged by hand or mail, submissions should be lodged in a clearly-marked and sealed envelope, endorsed with the RFP Number (as set out on the front page of this RFP).

Conditions Centennial Park Cemetery Authority reserves the right to:

• Not select any or all of the Respondents

• Select a provider other than a Respondent

• Consider non-complying Respondents

• Reject non-complying Respondents

• Negotiate with a selected Respondent(s) after submission of the Response.

• Change the date and timelines of the RFP, if required

• Change/update its requirements under this RFP

• Conduct competitive parallel negotiations with two or more short-listed Respondents.

Confidentiality All information contained in this RFP is provided by Centennial Park Cemetery Authority, and information issued by Centennial Park or its contact person as part of this process, is to be regarded as commercial-in-confidence.

Each respondent must ensure that no person receiving such confidential information may use, copy or disclose any of it to any person except for the purpose of preparing the RFP submission.

mailto:[email protected]


Conflict of Interest Respondents are required to identify any actual or potential conflict of interest in their response to the RFP or notify the Nominated Contact Person in writing immediately.

Schedule 1

Operator’s Information Checklist • Organisation Name

• Organisation ABN

• Corporate Structure Type

• If a Company, provide ASIC Company Extract

• Organisation Background

• Numbers of years in operation/business

• Organisation Chart

• Biographies of key management personnel

• Location of Organisation and business operations

• Corporate Mission

• Values & Vision

• Nominated Representative Contact

• Nominated Representative Contact Details (email and phone)

• Overview of organisation’s financial status including equity, debt and other financial commitments

• Understanding of and willingness to adhere to Service Level Agreement for the Provision of Catering Services (Appendix A)


Appendix A: Service Level Agreement for the Provision of Catering Services

Request for Proposal | Café and Catering Operations 4 MARCH 2019

Appendix A: Service Level Agreement for the Provision of Catering Services

Service Level Agreement – Centennial Park Page 2

Contents Contents ................................................................................................................................... 2

1. Overview ............................................................................................................................ 4

2. Services Required ............................................................................................................... 4

2.1. Partnership ......................................................................................................................................... 4

2.2. Objectives........................................................................................................................................... 4

3. Function Facilities ............................................................................................................... 5

3.1. Proposed Function Room Capacities & Configurations ..................................................................... 5

3.2. Proposed Catering Facilities ............................................................................................................... 5

3.3. Availability of Function Spaces........................................................................................................... 5

3.4. Venue Hire ......................................................................................................................................... 5

4. Key Activities ...................................................................................................................... 6

4.1. Meetings & Communication .............................................................................................................. 6

4.2. Customer Satisfaction ........................................................................................................................ 6

4.3. Staff Requirements, Recruitment and Training ................................................................................. 7

4.4. Staff Presentation & Uniforms ........................................................................................................... 7

4.5. Menus ................................................................................................................................................ 7

4.6. Benchmarking of Menus and Menu Prices ........................................................................................ 8

4.7. Management of Function Bookings ................................................................................................... 8

4.8. Catering Guidelines ............................................................................................................................ 8

4.9. Customer Liaison ................................................................................................................................ 8

4.10. Catering Set-Up, Delivery & Breakdown ........................................................................................ 8

4.11. Liquor Licence ................................................................................................................................ 9

4.12. Catering Deposits ........................................................................................................................... 9

4.13. Invoicing & Payment ...................................................................................................................... 9

4.14. Marketing ..................................................................................................................................... 10

4.15. Kitchen Equipment, Maintenance & Repair ................................................................................ 10

4.16. Service Equipment ....................................................................................................................... 10

4.17. Signage ......................................................................................................................................... 10

4.18. Chemicals / Cleaning Materials .................................................................................................... 10

4.19. The Licenced Area ........................................................................................................................ 11

4.20. Noise ............................................................................................................................................ 11

4.21. Logistics / Deliveries ..................................................................................................................... 11

4.22. Storage ......................................................................................................................................... 11


4.23. Waste Management..................................................................................................................... 11

4.24. Pest Management ........................................................................................................................ 12

4.25. Security ........................................................................................................................................ 12

4.26. Smoking ........................................................................................................................................ 12

5. Centennial Park Provisions ................................................................................................. 12

5.1. Furniture & Fixtures ......................................................................................................................... 12

5.2. Signage ............................................................................................................................................. 12

5.3. Booking System & Management...................................................................................................... 12

5.4. Invoicing ........................................................................................................................................... 12

5.5. AV Equipment & Management ........................................................................................................ 12

5.6. Security ............................................................................................................................................ 12

5.7. Marketing ......................................................................................................................................... 12

5.8. Payments to Operator ..................................................................................................................... 13

5.9. Outgoings ......................................................................................................................................... 13

5.10. Working Relationship ................................................................................................................... 13

6. Compliance........................................................................................................................ 13

6.1. WH&S ............................................................................................................................................... 13

6.2. Security / Protocols .......................................................................................................................... 13

6.3. Food Safety Compliance .................................................................................................................. 13

6.4. Centennial Park Policies & Protocols ............................................................................................... 14

6.5. Insurance .......................................................................................................................................... 14

6.6. Centennial Park Access to the Licenced Area .................................................................................. 14

6.7. Sustainability .................................................................................................................................... 14

7. KPI’s .................................................................................................................................. 14


1. Overview The requirement is for the exclusive provision of function catering services to Centennial Park Function Centre. A variety of catering services will be required with the primary requirement being the provision of catering to after-funeral-service functions. Other services which may require catering may include meetings, conferences and other events as agreed by Centennial Park. In the circumstances that the operator is unable to meet the cultural, religious, or other requirements of a function Centennial Park Management reserves the right to require the operator to sub contract or allow Centennial Park to contract other services providers to meet the specific requirements.

The Function Centre will be comprised of three dedicated spaces with operable walls to provide the flexibility required to respond to the various customer requirements. From time to time, catering may also be required in other unspecified locations within Centennial Park.

2. Services Required

2.1. Partnership Centennial Park Management wishes to foster a partnership approach with the Operator which would incorporate the following shared objectives:

• A pro-active approach to drive the business and customer relationships. • Work in tandem and harmoniously to achieve: • High levels of communication. • An open, honest and transparent business relationship. • Practices which enhance Centennial Park’s reputation and achieves high levels of customer

satisfaction.

Undertaking the responsibilities by each party as specified, to the standards agreed in order to optimise outcomes for Centennial Park and the Operator.

2.2. Objectives The Centennial Park catering service has the following requirements and objectives:

• Operator to work in an integrated and efficient manner with all stakeholders in the delivery of the catering services.

• Centennial Park to work in partnership with the Operator to deliver a catering service which represents and supports Centennial Park’s Vision, Mission, Values and achievement of Centennial Park’s Strategic Priorities.

• Provide a function catering service that represents industry best practice standards on a consistent basis.

• Deliver catering in a respectful, professional and customer focused manner which is sensitive to requirements of Centennial Park’s customers and visitors.

• Engage a high calibre of staff to deliver the catering service with understanding of and alignment with, all objectives of the service delivery.

• Be open and responsive to feedback in all aspects of the specified services.


• Provide a catering service which respects the facilities provided by Centennial Park and works co-operatively with Centennial Park to maintain the facilities to a high standard.

• Provide a catering service which meets and complies with all state and national legislation and Centennial Park policies.

• Engage only best practice suppliers to provide food and beverage products, with a focus on South Australian produce, in order to ensure high levels of customer satisfaction.

• Incorporate and utilise sustainability practices and procedures to support Centennial Park’s sustainability objectives.

3. Function Facilities The Function Centre’s primary role is to provide catering to after-funeral-service functions.

Function Centre bookings will be managed by Centennial Park to reasonably ensure availability so that the needs of their primary customers can be met.

3.1. Proposed Function Room Capacities & Configurations There will be three discrete function rooms with operable walls to enable use as one complete function space. The total proposed capacity is 280 persons (standing).

Room sizes and capacities may change before detailed plans are finalised.

3.2. Proposed Catering Facilities Function Centre catering will be provided from the on-site commercial Kitchen.

A dedicated storeroom is to be located near to the Function Centre for use by the Operator.

Within the Function Centre each function room will contain a dedicated area to support the catering service.

3.3. Availability of Function Spaces Centennial Park is open from 7am to 7pm Monday to Friday. This is extended to 7am to 9pm during daylight savings.

The Function Centre will be available at all core service times during Centennial Park opening hours to provide catering services to after-funeral-service functions.

The Function Centre may be made available during Centennial Park opening hours for meetings, conferences and events with approval from Centennial Park Management.

The Function Centre may be available outside of core Park operating times for functions and events with approval from Centennial Park Management and subject to security and liquor licensing conditions.

3.4. Venue Hire All users of the Function Centre will be charged a venue hire fee which will be payable to Centennial Park.


4. Key Activities In general, the Operator will be required to supply and manage the following components of function catering services to the specified areas at their cost:

• Function management expertise, systems, procedures and any relevant software (other than the function booking system) required for the management and delivery of the catering service to the agreed standard.

• Staff – provision, recruitment, training and management. • Menus and event promotional collateral. • Provision and service of food. • Provision and service of alcoholic and non-alcoholic beverages. • Catering equipment, crockery, cutlery and glassware, as required. • Cleaning of the licenced areas as specified. • Uniforms, as agreed. • Reporting, as agreed. • Event management. • Event theming. • Invoicing. • Client liaison.

4.1. Meetings & Communication Close collaboration between Centennial Park and the Operator is required to achieve Centennial Park’s objectives and to ensure effective delivery of the function services.

Daily liaison with the Co-ordinator of the Jubilee Complex will be essential.

The Operator and/or their Catering Contract Manager will also be required to attend weekly operations meetings with the Co-ordinator of the Jubilee Complex and monthly management meetings with the Centennial Park CEO or relevant Senior Manager.

The Operator is to prepare all information (reporting) for presentation and discussion as requested by Centennial Park.

The overall management and monitoring of the Catering Services Agreement and/or Licence will be the responsibility of the Centennial Park CEO.

4.2. Customer Satisfaction The satisfaction of clients with the catering they receive at functions at Centennial Park is important to support Centennial Park’s values, commitment to their customers, the community and to optimise the frequency of use of the function facilities.

It is expected that the Operator will have robust, formalised systems and procedures to support the delivery of a consistently high quality of service across all elements of the catering service.

A structured methodology to measure, monitor and record customer satisfaction is to be agreed by Centennial Park and the Operator prior to the Operator commencing operations.

The agreed customer satisfaction mechanisms will be used to request feedback from every function client.

This methodology will be reviewed at pre-determined intervals and amended as and when agreed by both parties over the contract term.


Review of discussions of customer satisfaction results and required actions will be included within section 4.1 Meetings and Communication requirements.

4.3. Staff Requirements, Recruitment and Training Centennial Park will approve the appointment of the Operator’s Catering Manager from the candidates proposed by the Operator over the duration of the contractual term.

The Operator will at all times provide a full complement of staff with the training required to deliver the specified catering services to each event and to the specified standards.

All catering staff employed by the Operator are to have relevant qualifications and experience and an exemplary attitude to customer service.

All Operator staff members are to have completed a Centennial Park induction prior to commencing their first day of work.

The Operator must be fully aware of the obligations under any agreed contract in relation to the operation of the Catering Services and ensure that all staff members comply fully with all obligations relevant to the performance of their duties.

The management of staff holidays and sickness will not affect the standard of the service delivery.

4.4. Staff Presentation & Uniforms All Operator staff must be in their agreed uniform and well-groomed at all times when performing their duties at Centennial Park.

Uniform and grooming standards for each category of employee must be submitted to Centennial Park for their approval prior to the commencement of the Licence term.

Any changes to the Operator’s uniform are to be presented to Centennial Park for approval prior to implementation.

4.5. Menus Principles:

• Food and Beverage provided for functions at Centennial Park must be commensurate with that provided by the leading catering operators in Adelaide.

• This quality must be consistently provided across all function requirements. • A range of menu offerings, service styles and price points is to be reflective of the various customer

requirements and changing expectations, primarily for after-funeral-service functions but also conferences, meetings, weddings, special occasions and other events.

• Menus are to contain real variety, healthy options and represent current trends, to change seasonally, remain relevant to all customer groups and maximise the use of South Australian produce.

• Menus are to include specific menus representative of the wants and needs of the various cultural and religious groups who form a component of the Centennial Park customer profile.

• All menus must consider dietary requirements and allergies. • All menus are to be submitted to Centennial Park four (4) weeks prior to their implementation for

approval. Centennial Park will review the submitted menu and advise the Operator whether Centennial Park Management approves or does not approve of the menu or if any amendments are requested. Approval will not be unreasonably withheld.


Pricing: • All menu prices and other charges will be submitted to Centennial Park for approval and will be

reviewed quarterly. • The pricing policy is to be competitive and will reflect the agreed terms and conditions of the

catering and/or licence agreement.

4.6. Benchmarking of Menus and Menu Prices The Operator is to undertake annual benchmarking of the catering menus and price points of agreed selected competitors in the local market.

This benchmarking is to be submitted to Centennial Park Management by the Operator in January of each calendar year.

4.7. Management of Function Bookings All function bookings will be managed and processed by Centennial Park using a booking software program supplied by them.

The Operator will have full visibility of the Booking System to ensure they are fully informed of all events at all times.

The Centennial Park Bookings Team will refer the function client to the Operator to arrange catering requirements.

The Operator is to promptly enter all catering arrangements into the Booking System, and it is the Operator’s responsibility to ensure all catering details entered into the Booking System are current and accurate.

If the Operator is contacted about venue bookings, the Operator will:

• Ensure that the name of the enquiring party and contact details are documented • Ensure that the enquiring party is advised that venue bookings are managed by the

Centennial Park Booking team and contact details for the same are provided to the enquiring party and;

• Provide the details of the enquiring party to the Centennial Park Booking Team without delay.

4.8. Catering Guidelines Catering to functions is to be delivered in accordance with the daily schedule provided by Centennial Park.

The guidelines surrounding the provision and the management of catering orders, such as ordering deadlines, minimum spend, changes to catering orders and numbers of attendees will be as agreed by the Operator and Centennial Park.

All changes to catering orders must be entered into the Catering Booking System as they occur.

4.9. Customer Liaison All customer liaison is to be undertaken in a manner which represents Centennial Park’s values and be in accordance with Centennial Park’s Staff Code of Conduct.

4.10. Catering Set-Up, Delivery & Breakdown The time allocated between function bookings for each room will be 30 minutes.


With the exclusion of AV, the Operator will be responsible for the set-up and break down of all aspects of function requirements.

This may include but not be limited to:

• Food and beverage service / buffet tables and all associated requirements. • Table settings. • Any Operator owned equipment used in the delivery of the event. • Rubbish removal.

The Operator will be responsible for the removal of spills and spot cleaning during and between functions within the Licenced Area, including the Terrace.

Centennial Park will be responsible for end-of-day cleaning.

The Operator is required to clear all catering equipment, crockery, glassware, linen and rubbish from the FOH area immediately after the conclusion of a catered function, regardless of whether the room is booked for another function or not.

4.11. Liquor Licence

The Operator will be required to hold a liquor licence for the Café and a special liquor licence for all other areas in the Park.

The Licensee will be responsible for the service of alcoholic beverages to all functions within the Function spaces.

All alcohol service must be provided and managed in accordance with all legislative requirements and Centennial Park policies and procedures.

4.12. Catering Deposits Centennial Park requires all function clients other than for after-funeral-service functions, to pay a deposit prior to their event.

The Operator is to determine the deposit they require for these other events, as a fixed % of the total value of the function services (excluding venue hire).

4.13. Invoicing & Payment All invoices for event services will be issued by Centennial Park.

On the agreed day each week, the Operator will issue to Centennial Park an invoice for the total value of the catering services provided the previous week.

The weekly invoice is to be supported by a summary of the week’s catering activity.

The information contained within the Centennial Park Booking System will be used to reconcile the content of each invoice from the Operator.

Payment terms by Centennial Park to the Operator will be 7 days on receipt of invoice.

Operator payments to Centennial Park will be as per the Operator Agreement.


4.14. Marketing Centennial Park will undertake significant marketing for the Function Centre via their website, social and mainstream media and printed materials.

The Operator will be required to provide relevant information and materials in the agreed timeframe to support Centennial Park’s marketing activities.

The Operator may wish to undertake independent marketing activities to promote the Function Centre for special events. Any marketing to be undertaken by the Operator must be submitted to Centennial Park for their approval prior to implementation.

4.15. Kitchen Equipment, Maintenance & Repair In addition to the fixed kitchen equipment, the Operator shall be expected to provide:

• All plug in equipment and utensils it deems necessary to deliver the services, e.g.: plug-in appliances.

• All kitchen utensils (pots, pans, knives, cutting boards, etc.) • Compliant food transport vehicles including trolleys, hot boxes and any other food

transport vehicle as required. • The Operator is responsible for the maintenance, repair and or replacement of any

Operator owned equipment required to deliver the services.

4.16. Service Equipment All food service equipment required for the professional service and display of food at each event to meet the requirements of the agreed event menu and service style and to the required standard. This may include, but not be limited to:

• Crockery, cutlery, glassware, jugs, beverage dispenses (hot and cold). • Platters, bowls, boards, stands, etc. • Serving utensils, e.g. tongs, serving spoons, etc. • Tables cloths / coverings. • Professionally made printed collateral to support each event as required, e.g.: printed

menus, product identification and ingredient / allergen ticketing.

4.17. Signage All Function Centre signage will be supplied and managed by Centennial Park.

4.18. Chemicals / Cleaning Materials The Operator is required to supply all chemicals and cleaning equipment required to meet the specified requirements. This may include but not be limited to:

• Cleaning chemicals (appropriate to Centennial Park’s Environmental Sustainability & WHS Policies)

• Mops, Buckets, Brooms / Brushes • Cleaning Cloths • Gloves • Tea Towels • Vacuum • Hazard Identification Signage


4.19. The Licenced Area The Licenced Area will comprise the function spaces and other common areas that the Operator may use in conjunction with Centennial Park.

The Operator must promptly notify Centennial Park in writing of any damage to the Licenced Area.

The Operator is to show due care in their operations with documented practices and procedures in place to minimise any risk of causing damage to Centennial Park property. These practices and procedures may include, but not be limited to:

• Movement of deliveries to any area within the Park. • Movement of catering equipment. • Movement of furniture.

These documented policies and procedures are to be provided to Centennial Park for approval prior to the commencement of the Licence term.

4.20. Noise During opening hours the noise from cleaning and other equipment, e.g.: vacuum cleaners, must be kept to a minimum.

4.21. Logistics / Deliveries All deliveries are to be made to the Loading Bay in the Licensed Area via the route specified in the Centennial Park Traffic Management Plan.

Deliveries are to be avoided between the hours of 10am and 3pm.

Delivery of catering from the kitchen to any other location within the Licenced Area or other locations within Centennial Park is to be done according to the route specified by Centennial Park and by the agreed delivery method practice and procedure.

The agreed delivery method, practices and procedures are to comply with Food Safety requirements and Centennial Park policies.

4.22. Storage The Operator will be responsible for the management of all storage locations within the Licenced area.

Centennial Park shall not have any responsibility for the safe keeping of the Operator’s equipment or stock.

4.23. Waste Management Rubbish bins will be located on the Loading Bay within the Licensed Area. Rubbish is to be separated into the following waste streams:

• General • Co-mingle • Recyclable • Organic

The Operator will be responsible for the management and cleanliness of the loading bay and bins to ensure its cleanliness and minimise odours.

Waste removal will be undertaken by Centennial Park’s waste contractors.


4.24. Pest Management Centennial Park will be responsible for pest management.

4.25. Security The Operator will be responsible for securing the Licenced Area at the end of each day.

If security is required for any event, this will be provided by Centennial Park’s security contractor and charged to the function client.

4.26. Smoking The Function Centre including the Terrace areas and its surrounds are a smoke free zone.

Smoking is permitted in the designated smoking area within Centennial Park only.

This applies to both customers and to the Operator and their staff.

5. Centennial Park Provisions

5.1. Furniture & Fixtures Centennial Park will specify and provide furniture and fixtures and will be responsible for their repair, maintenance and replacement.

5.2. Signage Centennial Park will provide and manage all internal and external signage within the Function Centre and be responsible for their repair and replacement.

5.3. Booking System & Management Centennial Park will provide and manage the Centennial Park Function Booking System.

5.4. Invoicing Centennial Park will issue all invoices to function clients and manage the receipt of payments.

5.5. AV Equipment & Management Centennial Park will provide the AV equipment for the Function Centre and will carry out AV set up and ensure its smooth operation for all functions.

5.6. Security Centennial Park will arrange security for events as required.

5.7. Marketing Centennial Park will undertake marketing activities (at their cost) including website, social and mainstream media and printed materials.


5.8. Payments to Operator Centennial Park will process and make all reconciled payments to the Operator 7 days after the presentation of invoice.

5.9. Outgoings Centennial Park will provide the following services to the Licenced Area which will be charged to the Operator as outgoings, as agreed:

• Power • Water • Gas • Waste Removal • Pest Control • Cleaning of all outdoor areas including the external façade and surrounds of the Licenced

Area. • Cleaning of all function rooms and foyers including floors, walls and surfaces. • Furniture movement and storage. • Monitored security

5.10. Working Relationship Centennial Park will actively participate in establishing and maintaining a collaborative and effective working relationship with the Operator to ensure the effective provision of the services.

6. Compliance

6.1. WH&S The Operator must comply with all State and National Legislation and Centennial Park policies.

The Operator must have a fully documented WH&S policy and supporting procedures.

6.2. Security / Protocols The security protocols for Centennial Park are as per Centennial Park site specific security policies and practices.

Operator staff must be fully aware of the security protocols and policies related to their activities at Centennial Park.

6.3. Food Safety Compliance The Operator must comply with all requirements of the Food Standards Code / Food Standards Australia New Zealand.

The Operator is to have a current and compliant Food Safety Plan for the operations within Licenced Area.


6.4. Centennial Park Policies & Protocols The Operator is required to comply / support with the following additional Centennial Park policies and procedures:

• Staff Code of Conduct • Environmental Sustainability Policy • WH&S

6.5. Insurance The Operator must hold current policies for all insurances specified within the Licence Agreement over the full period of the term of the Licence.

The Operator shall not do anything which will adversely affect any insurance policy for the Licenced Area.

6.6. Centennial Park Access to the Licenced Area Upon request, the Operator must grant access to the Licenced Area to Centennial Park, its agents or its employees at all times.

6.7. Sustainability Where applicable the Operator is to adhere to the requirements of Centennial Park’s Environmental Sustainability Policy.

7. KPI’s KPI’s will incorporate Customer Service, Quality, Partnership, and Compliance reflective of the Service Level Agreement.

They will be developed and confirmed in conjunction with the Operator as part of the contractual arrangement.

contents - centennialpark.org · this request for proposal for the provision of café and catering...

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