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Membership Sales and Operations of “Latitude” Lounge at DFW AirportPre-Proposal ConferenceApril 8, 2019
Membership Sales and Operations of “Latitude” Lounge at DFW Airport
Pre-Proposal Conference Agenda
Project Overview
• Megan Bozarth, AVP Customer Experience
ACDBE Requirements
• Tamela Lee, Business Diversity and Development
Risk Management: Insurance Requirements
• Mark Young, Risk Analyst
Procurement Overview / Timing
• Suzanne DeVasher, Sr. Contract Administrator
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Project Overview
Megan BozarthAVP Customer Experience
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Click to add textClick to add text
Click to add textTravel. Transformed.
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Mission
We provide an exceptional
airport experience for our
customers and connect our
community to the world.
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
9
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Current Situation
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Customer Experience Framework
11 Radius Customer Experience Insights, February 2019
Customer Experience can be understood as the sum total of customers’ responses to the realities of
the Airport Environment. These responses are driven by customers’ underlying needs inside of the
Airport.
Realities
Touchpoints of the
experience that
customers interact with
Core Needs
Underlying Needs
from Experience
Act as a filter that
affects response
Responses
What customers think
and feel because of
the realities and their
needs
Decisions/Actions
Thoughts/Feelings
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
12 Radius Customer Experience Insights, February 2019
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Insights: Core Needs and Responses
13
Customers thoughts and actions
are dominated by self-perpetuating
negative feelings like stress,
frustration, and anxiety.
Radius Customer Experience Insights, February 2019
The air travel process can lead to
an environment defined by a
series of barriers and obstacles to
get through, rather than the unique
value that could be fundamental to
a meaningful experience.
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Existing Lounges
Airline Specific Lounges
• American Airlines Admirals Club A24, B3, C20, E22 (Coming
Soon)
• American Airlines Premium Lounge D36
• American Airlines Flagship Lounge D23 (Coming Soon)
• Delta Sky Club E10
• The United Club E6
Shared Airline Lounge
• International Lounges (Korean, Lufthansa, etc.) D22
Independent Lounges
• The Centurion Lounge D12
• The Club at DFW D25
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Lounge Overcrowding
Available to:
• Non-coach cabin passengers
• Airline premium passengers
• Credit card members
• Third party club purchases
• Day passes
Introducing a new airport lounge concept
- a club not associated with an airline or credit card –
located in Terminal D at DFW International Airport.
At 9000 square feet and reservations required,
the space provides guests entry into a serene and spacious club where
guests can stretch out, relax and refresh before a flight, or on a layover.
Staff will welcome guests with genuine Texas hospitality,
with the aim of truly taking care of you.
No request is too big or too small.
DALLAS FORT WORTH
INTERNATIONAL AIRPORT
LOUNGE CONCEPT
+ Reservations required
+ Serene and spacious
+ 9000 sq feet
+ Relax and refresh
+ Not associated with airline or credit cardLounge Market Research, April, 2018
Latitude Lounge
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
As part of the development of a new, world-class
lounge in Terminal D (i.e., the international terminal),
Dallas/Fort Worth International Airport Board (DFW)
is seeking a highly collaborative partner to operate
the lounge at the highest standard of service and
provide a truly differentiated experience.
• Accessible to members only
• Reservations required to ensure no overcrowding
• 9,000 square feet
• Maximum occupancy <100 guests at one time
Latitude Lounge
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
ENTRY
LOUNGE
PRIVATE SUITE
SPA
CORRIDOR
RESTING PODS
INFORMAL DINING
BAR
FORMAL DINING
Lounge Operator Scope of Work
Meeting Name & Date (Optional)29
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
DFW Airport Responsibilities:
DFW will hire the general manager, assistant manager, and the concierge positions. These positions
will be DFW Board employees. These positions will office and be present daily in the lounge. The
general manager and assistant managers will be responsible for overseeing the lounge operator
contract and the overall operation of the entire lounge and its guests.
DFW is also responsible for:
• Naming rights and branding of Lounge
• Design and construction of lounge
• All furniture, fixtures and equipment (FF&E)
• Online reservation system
• Repairs and maintenance related to the structural integrity of the lounge, PAVE, fire alarm, fire
suppression, fire extinguishers
• Utilities, Real estate insurance, Rent
• Infrastructure technology
• Furnishings and art
• Final selection of proposed food and beverage
• Kitchen and major appliances
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Lounge Operator Responsibilities:
The Lounge Operator will be responsible for:
• All labor to operate food and beverage and the spa / showers
• Materials, custodial, and maintenance (preventative, routine, repair)
• Staffing responsibilities (prescreening, hiring, training, benefits, administrative matters)
• Appointing a Kitchen Manager / Chef de Cuisine
• Customer Service
• Maintain all minimum service requirements
Service levels are expected to be on par with that of a world-class, luxury hotel / lounge
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Memberships and Sales Scope of Work
32
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
The Membership and Sales Team will be responsible for the following:
• Develop and implement a sales and marketing strategy to reach DFW’s revenue and membership
goals.
• Define and implement sales strategy and tactics to approach, pitch and target customers.
• Identify and secure potential clients for personal and/or corporate memberships for the lounge.
• Provide data and analytics to DFW Staff to determine the best sales and membership models.
• Create and maintain positive client service touchpoints to expand and extend relationships.
• Create innovative ways to increase customers that achieve DFW objectives for usage of the lounge and
revenue targets.
• Hire and train sales personnel to understand the unique offerings of the DFW Lounge.
• Develop and maintain a database to capture sales records, sales meetings, sales calls, new sales,
closed sales, follow-up activities, etc.
• Provide marketing collateral for review and approval as required by DFW Airport staff.
• Provide a virtual office for sales team.
• Develop digital sales platforms to process memberships, including initiation fees and/or dues.
ACDBE Requirements
Tamela LeeBusiness Diversity and Development
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Tamela Lee
Vice President of Business Diversity and Development
Airport Concessions Disadvantaged Business Enterprise (ACDBE) Program
Airport ConcessionsEnterpriseDisadvantaged (ACDBE) ProgramOverview• ACDBE Program required by Federal Regulation
• Objective: Ensure full and fair access to concession opportunities for all
business and in particular for ACDBE business
• Valuable consideration in the awarding of a Concession Agreement
• ACDBE requirement is pass/fail and must be met for a proposal to be reviewed and
considered by the selection committee
• Responsive – Proposal compliant with
requirements; further consideration by
Selection Committee
• Non-Responsive – Proposal fails to meet
the requirements; no further consideration
by the Selection Committee
Airport Concession Business Enterprise Program
36
Lounge Concession Services
Contract-specific goals are be based on scope
of work, location of work, and availability of
certified firms for the scope of work15% MBE Goal
TYPES OF SERVICES:
Airport Concessions Disadvantaged Enterprise(ACDBE) Program
• The ACDBE goal for this solicitation is a percentage of purchases for goods and services.
• Option for typically meeting an ACDBE goal:
• 100% ACDBE owner-equity participation
• Percentage Owner-Equity Participation by way of asublease, management, operating, franchise or jointventure agreement or partnerships
• Percentage of total purchases for all good andservices awarded to ACDBE certified firms
• Other legal arrangement
ACDBE Program
• Concessions
• Hotel Services
• Car Rentals
• Other Goods and
Services
Key ACDBE Program Points
38
Certification
ACDBE certificates are due at
time of bid/proposal
submission
Relevant Market Area
No Local Geographic
Preference
Pass/Fail
Proposals failing to meet the
requirements receive no further
consideration by the Selection
Committee
Good Faith
Efforts
Stringent documentation
requirements due at time of
bid/proposal submission
Contract-
Specific Goals
A percentage of contract value;
prime self-performance counts
towards goal
ACDBE Certif ication
39
Certification not required to do business with DFW.
HOWEVER, if claiming ACDBE credit, certification is required
State of TX HUB, SBE, WBE, DBE and out-of-state certificates are not acceptable
!
Certificates due at
time of
submission
Certificates must
state ACDBE
Commodity codes
must be relevant to
scope of work
Commitment to ACDBE
Participation Form
Identify commitment
to meeting and/or
exceeding the
ACDBE Goal
Sample Certificate
Does certification match
Program goal?
Do the commodity codes
cover your proposed scope
of work?
Good Faith Efforts (GFE)
42
Requirements
• Non-certified firms must meet the goal or demonstrate GFE to achieve goal
• GFE required only if the ACDBE goal is not met or only partially achieved
• GFE should not be considered a template, checklist or quantitative formula
• DFW will evaluate the GFE on quality, quantity, and intensity of the different kinds
of efforts that the bidder/proposer made prior to proposal submission
All factors outlined and support documentation are required
Lack of support documentation will deem the Proposer non-responsive
Pro forma efforts are not considered good faith efforts
!
Approved Certifying Entit ies
43
NORTH CENTRAL TX REGIONAL
CERTIFICATION AGENCY 624 Six Flags Drive, Suite 100
Arlington, TX 76011
(817) 640-0606 or www.nctrca.org(Processing timeframe: 60 – 90)
U.S. Department of Transportation
(Approved Unified Certification
Program)125 E. 11th Street
Austin, TX 78701
(800) 558-9368 or www.txdot.gov(Processing timeframe: 60-90 days)
DFW D/S/M/WBE Online Directory
www.dfw.diversitysoftware.com
Federal Aviation Administration DBE/ACDBE
Directory (dbE-Connect)
https://faa/dbesystem.com/FrontEnd/VendorSearchPublic.asp?TN=faa&XID=4059
Identifying Prospective MBE Partners
44
DFW’s Directory is not a ‘certification database’.
It is a listing of certified firms that have
expressed an interest in doing business with
DFW or are currently doing business with DFW
!
• Pre-Bid/Pre-Proposal Sign In Sheet
• Minority Chambers
• Advocacy Organizations
• Certification Agencies
Non-Compliance with ACDBE Program
45
The DFW Board may exercise any of following remedies:
*These remedies are in addition to any other remedies available to the Board under this Contract or at law or in equity
WITHHOLDING FUNDS payable under this
Contract, including, but not
limited to, funds payable
for work self-performed by
the Contractor or
applicable retainage
TEMPORARILY
SUSPENDINGat no cost to DFW,
Contractor’s performance
under the Agreement /
Contract
TERMINATION OF
THE AGREEMENT/
CONTRACT
SUSPENSION/
DEBARMENTin accordance with
applicable law, of the
Contractor from
participating in any
solicitations issued by
DFW for severity of breach
of Contract
A DCB
Common Submission Errors
46
• Submit Out of State certificates. Must receive interstate certification with
NCTRCA
• Use GFE plan as a checklist and fail to submit support documentation
DO
DO
NO
T• Sign all required documents
• Submit required/correct ACDBE certificates for all identified ACDBE firms
• Respond to all RFP Evaluation Criteria questions
• Provide certificates for all identified ACDBEs
Contact Information
48
Danielle Thompson
ACDBE, DBE & TRIP Program
972-973-5504
Cheryll Jeter
MBE, M/WBE & SBE Programs
972-973-5502
Bennie Miller Jr
SBE Program
972-973-5510
Ricardo Cardoza Adriana Hinojsa
Business Specialist Business SpecialistBusiness Diversity Manager
Business Specialist Diversity Compliance Specialist
General: [email protected] or 972-973-5500
MBE, M/WBE Programs – 3rd Party Contracts
SBE Program – ITS
972-973-4603
B2Gnow
972-973-5507
Thank You
Risk Management / Insurance Requirements
Mark YoungRisk Analyst
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
WAIVER OF SUBROGATIONInsurers shall have no right of recovery or subrogation against the Board or other parties listed above
INDEMNIFICATION AND HOLD HARMLESSContractor covets and agrees to fully indemnify and hold harmless the parties listed above
A.M. BEST RATINGAuthorized by the Texas State Board of Insurance minimum rating of “A-” “VII”
Insurance Requirements
51
ADDITIONAL INSURED ENDORSEMENT
provision refers to the Board of Directors of the DFW International Airport Board and includes:
Board’s
OfficersDirectors Representatives Employees
Dallas and
Fort WorthAgents
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Prior to the execution of the Contract, insurance agent(s), broker(s), or insurers(s) must:
Coverage Notif ication
52
Email: [email protected]
FAX: (972) 973-5651
PROVIDE
EVIDENCE
Provide evidence of insurance
in the form of certificate via
email or fax
Keep certificate current for the
entire period liable for your product
and/or work, but not less than the
warranty period of our Contract
KEEP
CURRENT
DFW Airport will verify coverage
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Responsibil i ty for Subcontractors
53
CoveragePROVIDE INSURANCE FOR SUBS
by designating the subcontractor as an
additional insured by a blanket
additional insured endorsement, or by
specific endorsement
Liability
Contractor shall assume all
liability for those subcontractors
who do not meet the insurance
requirements
Compliance
REQUIRE
SUBS TO PROVIDE
and maintain the
insurance coverage
required herein
Air Operations Area
Contractor shall not be granted
access to the AOA without
verification of insurance
coverage as required
A B
Contractor shall verify subs are
continually in compliance with
all contractual insurance
requirements
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Insurance Coverage
54
COVERAGE TYPES MINIMUM COVERAGE AMOUNT
Worker’s Compensation Texas Statutory Coverage
Employer’s Liability Insurance $500,000 each accident
$500,000 each disease, each employee
$500,000 each disease policy limit
Commercial General LiabilityLimit Any One Occurrence
Damage to Rented Premises
Personal and Advertising Injury
Policy Aggregate
Products and Completed Ops
Business Automobile Liability
Combined Single Limit for Each Accident
$1,000,000
$100,000
$1,000,000
$2,000,000
$2,000,000 aggregate
$500,000
Additional Limits in Secure/AOA
Excess Liability
Limit Any One Occurrence and Aggregate
$10,000,000
Additional Coverages Required
Professional Liability Insurance
Cyber Security Liability Insurance
$1,000,000
$1,000,000
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Procurement Overview / Timing
Suzanne DeVasherSr. Contract Administrator
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
APRIL
24th
Proposal
Due Date
5YEARS
Contract
Term
56
2:00 p.m.
(Central Time)
No email solicitations
accepted
5-year period
Options to renew for two
(2) additional one (1) year
periods
Solici tat ion Highl ights:Lounge Operator
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
APRIL
24th
Proposal
Due Date
3YEARS
Contract
Term
57
2:00 p.m.
(Central Time)
No email solicitations
accepted
3-year period
Solici tat ion Highl ights:Membership Sales
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
• Online supplier registration and collaboration
• Receive solicitation notices
• View payment status
• Receive orders
iSupplier Capabil i t ies
58
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
iSupplier Registration
59
EXISTINGDFW SUPPLIER
NEWDFW SUPPLIER
Ensure your company’s information
including contact email address, is
up-to-date
• Go to: dfwairport.com/procurement
• Select Tab [Supplier
Registration]
• Within [New Supplier
Registration] section, select
[Supplier Registration]
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Solicitation Specifications
60
LAW COMPLIANCE
Procurement Process Managed in Accordance with Texas Government
Code, Chapter 252 and Code 2254
Proposals will not be publicly opened
PUBLISHING
Advertised two consecutive Sundays in local papers:
• Dallas Morning News Legal Notice Section
• Fort Worth Star Telegram Legal Notice Section
Solicitation, Amendments, and Clarifications posted at:
(www.dfwairport.com/business/solicitations)
Proposals must be received at the location on the date and at the time specified on the
cover page of the Solicitation!Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Solicitation Process
61
Proposals will be evaluated
on the SOW requirements
and “Evaluation Criteria”
Section of the RFP
Evaluation Committee
will recommend the
Contract Award(s) to
PMM VP for approval
Upon approval, the Contract
Award request is presented
at the next DFW Board of
Directors Meeting, which
occurs the first Thursday of
each month
EVALUATION
APPROVAL
BOARD REVIEW
LIMITED NOTICE
TO PROCEED
FULL NOTICE
TO PROCEED
After award, and receipt of
documents, a Limited Notice
To Proceed may be issued
Once the Contract is
executed, the Full Notice To
Proceed along with an
Executed Contract issued
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
1Proposal Instructions and Requirements
Solicitation Documents
62
2
3
4 Proposal Response Forms
General/Special Contract
Provisions
Specification/Scope of Work
5 Proposal Pricing Excel File
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
Submission Key Details
63
DELIVERY ADDRESSDFW Airport Headquarters
2400 Aviation Drive, 1st Floor
Procurement & Materials Management Department
DFW Airport, Texas 75261
QUESTIONSContact Suzanne DeVasher
Email: [email protected]
Subject: Questions Regarding RFP No. 8005295
All questions must be sent in writing before April 16th, 2019
Questions received after April 16th
at 4:00 pm CT will not be considered!
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
• Follow all proposal preparation instructions
Submission Checklist
64
Place limitations or otherwise “condition” the proposal
• Double-check to make sure all forms are correctly completed thoroughly and accurately
• Make sure all required documentation is submitted
• Respond exactly to what the proposal requests
• Extend all unit prices, double-check all figures (unit prices prevail)
DO
DO
NO
T
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)
65
DEADLINE FOR PROPOSAL SUBMITTAL8005295 Membership Sales and Operations of “Latitude” Lounge at
DFW Airport
April 24, 2019 at
2:00 p.m. (CT)
Pre-Proposal Conference for Solicitation No. 8005295
Procurement and Materials Management (PMM)