Government Contract | California
Guest Experience Performance Management Services (and related Rewards and Recognition Program Services)

Bid Information


Bid Alert No: 00000502029

Bid Title: Guest Experience Performance Management Services (and related Rewards and Recognition Program Services)

Agency Bid No. Title: 26375

Received Date: 03/08/2016

Close Date: 04/15/2016

Purchase Type: Not Stated

Delivery Point:

Delivery Date: Not Stated

Special Notices: Pre-Bid Conference Optional 04/01/2016 10:00 AM, Questions Due By 04/08/2016 12:00 PM

Specifications

Specifications include, but are not limited to:Component I: Performance Management Program The Contractor shall develop, manage, operate and evaluate an airport-wide Guest Experience Performance Management Program (Mystery Shopping) at LAX that supports the spirit of the LAXceptional Experience and ensures compliance with our service guidelines over the course of the contract. The Contractor shall develop evaluation/mystery shopper forms for the various service area locations at LAX. Final evaluation forms shall be approved by LAWA prior to use. The Contractor shall conduct mystery shopping on a monthly basis with a mutually agreed upon number of evaluations. The Contractor shall develop guidelines for mystery shoppers which shall be approved by LAWA prior to mystery shopping activities. The Contractor shall hire qualified, trained and experienced mystery shoppers and a project manager. The Contractor shall develop mystery shopping schedules based on random sampling days, times and locations. Contractor shall review and edit all completed mystery shopping evaluations

Product Code: 96120

Agency Information


Issuing Agency: Los Angeles World Airports

State: California

Agency Type: State and Local

Contact: Amy Willard Commercial Development Group, 1 World Way, Suite 204, Los Angeles, California, 90045

Email: awillard@lawa.org

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