Specifications include, but are not limited to: Contractor shall manage and operate the Premises of the Airport Parking Facilities, staffing, and equipment and systems thereon in accordance with the Operating Procedures and Policies Manual (“Manual”) and all such procedures, protocols and policies are subject to change, modification or amendment by Contractor as necessary to comply with the requests of Authority. The Operating Procedures and Policies Manual shall be submitted by Contractor to Authority for review, within ninety (90) days following commencement of this Agreement and shall be maintained, revised, and updated by Contractor at all times. This Operating Procedures and Policy Manual shall include, at a minimum, titles or sections addressing the following: 1) Operating and Management • Operating and management policies • Equipment and systems cleaning and preventive maintenance procedures and checklists • Network infrastructure, cybersecurity and data protection systems procedures • Shuttle vehicle operations and procedures • Cash control procedures • Accounting and audit procedures • Procedures for issuance of parking proximity access control media, AVI, and courtesy/complimentary parking • Lost ticket procedures • Promissory note for unpaid parking fees procedures • Lost and found procedures • Abandoned vehicle procedures • Illegally parked vehicle procedures • Frequent parker loyalty program procedures • Check acceptance procedures • Commercial ground transportation operator billing and collection procedures • Damaged company or public vehicle procedures • Snow removal • Customer refund policy 2) Staffing and Human Resources • Organizational chart • Employee master schedule • Company personnel policies • Job descriptions for each job title, including “requirements of work” • Hourly pay rates and benefits • Training Programs 3) Customer Service and Customer Experience • Customer service customer experience, and complaint resolution policies 4) Emergencies • Emergency procedures, including at least: o Fire exit o Severe weather and other natural disasters o Active shooter o Bomb threats o Armed robbery o Data security incident response plan • Relevant and applicable Airport Standard Operating Procedures (issued by Authority) • General Manager's emergency or after-hours contact Information • Assistant General Manager's emergency or after-hours contact information
