Airport Volunteer and Guest Services Management
City of Phoenix > Aviation Department
Original Solicitation Links
RFP 26-0367
]volunteer and guest services management
Contact
Submission Instructions
Description
The City of Phoenix Aviation Department seeks a contractor to manage and support more than 450 Navigator Program volunteers and provide guest services at Phoenix Sky Harbor International Airport. The scope includes recruiting, training, scheduling, supervising, and evaluating volunteers; managing Navigator, Navigator Buddy, Navigator Chaplain, and Teen Navigator programs; operating the Compassion Corner, Employee Connection Center, reception desks, information counters, Rental Car Center, Federal Inspection Services facilities, PHX Sky Train platforms, and other guest-service locations; and providing passenger assistance, mail-back services, lost-and-found processing, brochure distribution, and reception support. The contractor must provide managers, assistant managers, supervisors, coordinators, Guest Service Representatives, and receptionists; retain current contractor personnel for 90 days where available; maintain staffing coverage and schedules; provide training, quality assurance, secret-shopper evaluations, procedures manuals, uniforms, software, supplies, refreshments, events, and other management-fee items. The contract requires airport security badging and background screening, compliance with airport security and sensitive-security-information requirements, a performance guarantee equal to 10% of the total annual contract amount, and specified insurance coverage. The contract term is five years with no extension options, beginning on or about June 1, 2027.
Classification Codes
Smart Codes
Specifications
Timeline
Join WebexRequirements
- Commercial General Liability - General Aggregate — $2,000,000.00
- Commercial General Liability - Products-Completed Operations Aggregate — $1,000,000.00
- Commercial General Liability - Personal and Advertising Injury — $1,000,000.00
- Commercial General Liability - Each Occurrence — $1,000,000.00
- Automobile Liability — $1,000,000.00
- Employers' Liability - Each Accident — $1,000,000.00
- Employers' Liability - Disease - Each Employee — $1,000,000.00
- Employers' Liability - Disease - Policy Limit — $1,000,000.00
- Workers' Compensation
- Performance Bond — 10%
Documents
| Title | Date Posted |
|---|---|
| H - Attachment H - Acceptance of Offer Form 2026 | Oct 07, 2026 11:18 AM |
| G - Attachment G - Aviation Only Sensitive Security Information Acknowledgement Form | Oct 07, 2026 11:04 AM |
| Volunteer_and_Guest_Services_Management.pdf | Oct 08, 2026 02:21 PM |
| A - Attachment A - Letter of Credit | Oct 07, 2026 11:04 AM |
| B - Attachment B - Cash Deposit for Performance Guarantee | Oct 07, 2026 11:04 AM |
| F - Attachment F - Supplemental Terms And Conditions To All Airport Contracts | Oct 07, 2026 11:04 AM |
| C - Attachment C - The Customer Service Compass Official Manual | Oct 07, 2026 11:04 AM |
| E - Attachment E - Airplane Pencil Top Eraser Specifications | Oct 07, 2026 11:04 AM |
| D - Attachment D - Lost and Found Procedures for Terminal Information Counters | Oct 07, 2026 11:04 AM |
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