Specifications include, but are not limited to: 2.3.1 The vendor shall include all customer service issues associated with the operation of these sites, including but not limited to customer check-in and check-out, handling complaints, and addressing special customer needs.; 2.3.2 The vendor may construct and maintain one, 12’x16’wooden or composite-based deck platform on each designated camping site. Any alteration, including landscaping, earthmoving, or the removal of plants or trees shall not be undertaken without specific, written permission from the State.; 2.3.3 The vendor shall ensure that all constructed facilities are within compliance of the American with Disabilities Act Accessibilities Guidelines.; 2.3.4 The vendor shall acknowledge that the State is not responsible for any theft, vandalism, or damage of vendor’s equipment, materials, or supplies.; 2.3.5 Additional services and/or goods shall only be sold by the vendor with prior written approval from the State.; 2.3.6 At each individual camping site, the vendor may construct and maintain a fire ring and/or grilling amenity, as well as a picnic table and benches. The Maryland Park Service must approve the fire ring, grill, picnic table and bench types prior to vendor installation at the park. The following specifications are recommended: 36” steel fire rings; 20"L x 15"D x 10" H single grills made of 3/16” steel; and eight-foot-long galvanized frame picnic tables with attached benches.; 2.3.7 The vendor may, at each individual site, construct and maintain a defined: (1) parking area large enough to reasonably accommodate a vehicle the size of an SUV; and (2) an approximately 24’x24’ gravel or grass camping pad area. The two areas do not have to be improved, but gravel may be installed. The Maryland Park Service must approve the vendor’s proposed exact specifications for the defined spaces.; 2.3.8 Regular maintenance of campsites by the vendor shall include an area within a 50’ radius of each camping site and will include, but not be limited to, cleaning and janitorial duties, unit repairs, landscaping, trash pickup and disposal, lawn mowing and trimming, raking, and snow and ice removal. The maintenance operations shall meet standards of the State and all maintenance equipment shall be kept in safe and workable operation.; 2.3.9 The vendor shall operate all campsites at full capacity at a minimum from Memorial Day to Labor Day and is encouraged to operate year-round as weather conditions allow. ; 2.3.10 The vendor shall produce and display clearly articulated directional signage on durable weather and UV-resistant material such as metal or PVC, using a clear and easily-visible font, to guide visitors to the camping facilities. The State must pre-approve vendor’s proposed signage at the park; however, the following minimum signage is recommended: 8”x12” signs mounted approximately three feet high.; 2.3.11 The vendor shall produce and distribute a printed handout and/or virtual web map to guide visitors to the camping facilities.; 2.3.12 The vendor shall provide all aspects of customer service associated with the glamping services they provide, including, but not limited to processing customer reservations, implementing customer check-in and check-out, maintaining glamping sites, resolving customer complaints or other customer service issues, and addressing special needs/requests by customers.; 2.3.13 The vendor shall produce clearly articulated contact signage at the location of the camping facilities on durable weather and UV-resistant material such as metal or PVC, using a clear and easily-visible font, with 24-hour contact information to resolve customer service issues. The State must pre-approve vendor’s proposed signage at the park; however, the following minimum signage is recommended: 8”x12” signs mounted approximately three feet high on stakes.; 2.3.14 The vendor shall annually provide the state with a comprehensive organizational chart with a detailed list of responsibilities and contact information for each employee with any managerial or supervisory role in constructing, maintaining, renting campsites or in any customer relations capacity.; 2.3.15 Employees of the vendor are perceived by the public as being representatives of the State, therefore, the vendor shall require that these employees conduct themselves in a professional manner and abide by the same general rules and code of conduct as expected from the employees of the State. ; 2.3.16 The vendor shall provide the state with a detailed packet of standard operating procedures regarding the reservation process, check-in and check-out, cleaning, maintenance, customer service issue resolution, and performance measurements.; 2.3.17 The State shall approve all reservation prices and adjustments.; 2.3.18 All promotions, contracts, scripts, poster, signage, advertisements, videos, and/or social media and digital marketing shall be submitted to the State by the vendor for approval prior to publication or implementation.; 2.3.19 The vendor shall provide, maintain, and update an online reservation system to manage campsite inventory; 2.3.20 The vendor shall provide a clear and concise schedule of regular site maintenance to meet minimum standards, which will be verified by the state with regularly scheduled inspections.
