Volunteer and Guest Services Management

The City of Phoenix Aviation Department is soliciting offers under RFP 26-0367 for Volunteer and Guest Services Management. This firm-fixed-price contract is for a five-year term beginning approximately June 1, 2027, with no options for extension. The selected contractor will be responsible for the recruitment, screening, scheduling, and supervision of staff and volunteers across various Sky Harbor Airport locations, including terminals, the Rental Car Center, the Badging Office, and PHX Sky Train platforms. Key operational duties include managing the Employee Connection Center, Compassion Corner, All Faiths Chapel, and the Navigator Program for passengers with hidden disabilities, while ensuring service levels align with the Americas Friendliest Airport standard. Award decisions will be based on the best value to the City, with the Method of Approach weighted at 35 percent, focusing on staffing and customer service training plans. The contractor must provide a Manager with a bachelor's degree and at least three years of leadership experience, and they must utilize specific software including Samaritan, SharePort, and SqBx. Financial requirements include a performance guarantee via a letter of credit, performance bond, or cash deposit. Monthly invoicing must be split into three distinct bills for all areas, the Rental Car Center, and the Badging Office. Compliance mandates include strict adherence to federal immigration laws, nondiscrimination policies, and the maintenance of a written heat safety plan for outdoor work.