Tender for Receptions Services London
The provision of Reception services to deliver a highly professional, efficient and courteous reception staff which is built around customer care and strong interpersonal skills.
United Kingdom-London: Miscellaneous business-related services
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
The Francis Crick Institite
Gibbs Building, 215 Euston Road
NW1 2BE London
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
I.2)Type of the contracting authority
I.4)Contract award on behalf of other contracting authorities
Section II: Object of the contract
II.1.1)Title attributed to the contract by the contracting authority:
II.1.2)Type of contract and location of works, place of delivery or of performance
Service category No 27: Other services
NUTS code UKI1
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
II.1.5)Short description of the contract or purchase(s)
As a first point of contact at the Crick the reception staff should provide a welcoming ambience as they act as the front line ambassadors to our visitors, VIP’s, staff, and the public.
II.1.6)Common procurement vocabulary (CPV)
II.1.7)Information about Government Procurement Agreement (GPA)
II.1.9)Information about variants
II.2.1)Total quantity or scope:
— To provide a highly professional, efficient and courteous reception service which is built around customer care and strong interpersonal skills. As a first point of contact at the Crick the reception staff should provide a welcoming ambience as they act as the front line ambassadors to our visitors, VIP’s, staff, and the public.
— The Service Providers Team will provide guidance, information, and broad understanding of the ethos and operations of the Crick, and be knowledgeable about the surrounding area and key staff who work there.
— The Reception team will need to have a good understanding of each exhibition event or seminar as they will support these events and manage the customer experience. Some of the events will be run out of hours or at weekends.
— The team will also be responsible for answering and transferring of telephone calls to the Crick’s main line number.
— The on-going management/ development of records and information pertaining to this service to ensure the front of house team are always up to date with key information for the public, staff and VIP’s guests.
— Self-monitoring of service delivery to ensure the best possible customer service is being achieved.
— The measurement and reporting of activities and performance to an agreed format and standard.
— Develop and drive a process and culture of continuous improvement.
— Coverage of the service with trained personnel to cover all absences of the core team and also provide additional cover for events which may be in the evenings or at weekends.
— Bring innovation and added-value to the service by way of additional services.
— The service provider will supply and maintain the Reception staff with a uniform agreed by the Crick, which is to be worn at all times, comprising of skirt, jacket, dress or trousers, summer winter/tops.
Scope of Service:
The Service Provider’s Reception Team will undertake a range of activities:
— Receiving visitors and announcing them to their host, and offering them available facilities, communicating if their host is to be delayed and escorting visitors as appropriate.
— To efficiently support groups of visitors, assisting their host to ensure ease of registration and deliver a successful visitor experience.
— Management of the visitor monitoring system and printing passes.
— Issue and retrieval of visitor security passes.
— Cloak room duties as required.
— Booking of meeting rooms and all related resources.
— Booking and management of taxis requests.
— Booking hotel/accommodation for visiting scientists.
— Provide visitors to the premises with way finding and H&S induction information.
— Run visitor or room booking management information for Facilities Management as required.
— Provide Switchboard services, answering calls from public and distribute calls internally.
— To support exhibitions, seminars and events.
— Restock any information leaflets and managing the replenishment.
— Knowledgeable of procedures in respect of disability access.
— Work in partnership with the security team to provide a 24 x 7 cover on reception, enabling a seamless handover of what is happening in the building at the start and end of shifts.
— As part of the FM team, participate in the management of evacuations and other emergency procedures.
— The Service Partner will update all onsite training material; run management reports and work with the Events/FM/Security teams to capture information and prepare for up and coming events and seminars.
Estimated value given is the annual contract figure.
Estimated value excluding VAT:
Range: between 100 000 and 150 000 GBP
II.2.2)Information about options
II.2.3)Information about renewals
Number of possible renewals: 2
In the case of renewable supplies or service contracts, estimated timeframe for subsequent contracts:
in months: 12 (from the award of the contract)
II.3)Duration of the contract or time limit for completion
Section III: Legal, economic, financial and technical information
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.1.4)Other particular conditions
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
III.2.2)Economic and financial ability
To be detailed in the tender documents if applicable.
Minimum level(s) of standards possibly required:
To be detailed in the tender documents if applicable.
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2.2)Information about electronic auction
IV.3.1)File reference number attributed by the contracting authority:
IV.3.2)Previous publication(s) concerning the same contract
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
IV.3.4)Time limit for receipt of tenders or requests to participate
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
IV.3.8)Conditions for opening of tenders
Persons authorised to be present at the opening of tenders: yes
Additional information about authorised persons and opening procedure: Members of the procurement board.
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about European Union funds
VI.5)Date of dispatch of this notice: