Tender for Receptions Services London

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

2014/S 168-299284

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

The Francis Crick Institite
Gibbs Building, 215 Euston Road
NW1 2BE London
UNITED KINGDOM
E-mail: tenders@crick.ac.uk

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

Body governed by public law

I.3)Main activity

Other: Research

I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1)Description

II.1.1)Title attributed to the contract by the contracting authority:

Reception Services.

II.1.2)Type of contract and location of works, place of delivery or of performance

Services
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)

The notice involves a public contract
II.1.4)Information on framework agreement

II.1.5)Short description of the contract or purchase(s)

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.
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)

7999000079500000

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no

II.1.8)Lots

This contract is divided into lots: no

II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

Requirements:
— 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.
Service Objectives:
— 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

Options: no

II.2.3)Information about renewals

This contract is subject to renewal: yes
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

Duration in months: 36 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

To be detailed in the tender documents if applicable.

III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

To be detailed in the tender documents if applicable.

III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

To be detailed in the tender documents if applicable.

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: To be detailed in the tender documents if applicable.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: To be detailed in the tender documents if applicable.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
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.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no

III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Restricted
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

IV.1.3)Reduction of the number of operators during the negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated no
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document

IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting authority:

CRICKITT0066

IV.3.2)Previous publication(s) concerning the same contract

no

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Payable documents: no

IV.3.4)Time limit for receipt of tenders or requests to participate

1.10.2014 – 09:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

English.
IV.3.7)Minimum time frame during which the tenderer must maintain the tender

IV.3.8)Conditions for opening of tenders

Date: 1.10.2014 – 12:00
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

This is a recurrent procurement: no

VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

1.9.2014