Management and Supervision A. Describe how the employee management staff and onsite supervisors will have the ability and experience to effectively train, organize, and supervise personnel necessary to perform all functions required in the RFP. Provide the name, current location, education, work history, and references of all training, supervisory, and management personnel who will act for Firm in providing Services to the University. All references must include current addresses, e-mail, and telephone numbers of persons who will verify information provided. B. Describe the on-site responsibilities that the Firm’s Manager will be assigned. C. The Firm is expected to confirm that the Manager will be retained on an employment contract and will be assigned to the University on a permanent basis. D. Outline the plan that the Firm has for recruitment, evaluation, training and hiring to insure that the Firm will have most highly qualified employees available to work in the University’s Facilities. E. Contractor is to describe their customer complaint mitigation and escalation process for service level issues. Training Programs A. The University expects the Firm to treat all ticket buyers and attendees as “Guests,” not patrons. The Firm shall demonstrate its ability to provide personnel who understand crowd psychology and control, and who are trained to deliver exceptional guest services. B. The Firm shall demonstrate its ability through development of appropriate procedures and personnel training to facilitate crowd safety, control and movement; and to respond to emergencies as may occur. The response should include emergency procedures and responsibilities for each type of emergency and for each emergency threat level, and an Executive Summary of the Emergency Plans for each individual Facility. C. The Contractor should have an on-going training commitment and program. Describe the role that the Supervisor will have in the Firm’s training programs. D. Outline the program that the Firm will have to recognize employees for providing outstanding services to University guests. Contractors are encouraged to include a copy of their training manual with their proposal.
