Common use of Operational Standards Clause in Contracts

Operational Standards. 8.1 The installation of advertising units and maintenance service shall take place whenever possible, during hours of minimum passenger and visitor activity and at such hours as approved by the Aviation Department. 8.2 Concessionaire shall prepare a standard form of advertising contract to be submitted by it for its advertising services and shall submit same to the Aviation Department for approval prior to offering any advertising services. 8.3 Concessionaire agrees to implement the Marketing Plan and the Management Plan (collectively, "Plans"), developed and submitted to County as part of the Proposal Documents and further agrees to update such Plans, if directed by the Aviation Department and submit such updated Plans for consent by the Aviation Department. Concessionaire shall not modify or deviate from any of the Plans submitted in the Proposal Documents without the prior written approval of the Aviation Department. The burden of proving compliance with the Plans rests with the Concessionaire, and a failure by Concessionaire to comply with the Plans approved by the Aviation Department shall be a default under this Agreement, entitling the County to exercise any and all remedies available hereunder. 8.4 The management, maintenance and operation of the advertising units installed at the Advertising Locations shall at all times be under the supervision and direction of a qualified general manager ("Manager") who shall at all times be an employee of the Concessionaire and subject to the direction and control of the Concessionaire. The Manager shall be available twenty-four (24) hours per calendar day, seven (7) calendar days per week with the ability to be at the Airport within thirty (30) minutes if necessary. Concessionaire shall provide the Aviation Department with emergency telephone numbers at which Concessionaire's Manager or designee may be reached twenty-four (24) hours a day, seven (7) days a week. The Manager shall make at a minimum, weekly inspections of all advertising units and shall take all necessary actions to maintain the advertising units in "as new" condition. 8.5 The Concessionaire further agrees to assign a qualified subordinate to be in charge of the services and facilities offered under this Agreement, and to be available in the absence of the Local Manager. 8.6 Concessionaire shall forward to the Aviation Department, on a monthly basis, a written report, which contains a list of any complaints, whether the complaints were made verbally or in writing, and an explanation of Concessionaire's resolution of all such complaints. Questions or complaints regarding the quality of services or rates of Concessionaire, which are received by the Aviation Department, may be submitted to Concessionaire for response and resolution. Concessionaire shall respond, in writing, to all complaints within seven (7) calendar days following receipt of a complaint and contemporaneously provide the Aviation Department with a copy of its response. Concessionaire shall include its general manager's email address on all customer receipts in order to enable customer comments or complaints, to be addressed to the general manager. 8.7 At the Aviation Department's request, Concessionaire shall meet with the Aviation Department to review any complaints or concerns and thereafter, immediately comply with any action the Aviation Department directs Concessionaire to take to further correct and resolve any complaint. The Aviation Department's determination as to quality of operation or services shall be conclusive. 8.8 Concessionaire shall develop a policy outlining the rules, regulations, and operating procedures ("Operations Manual"), which shall apply to its employees. Concessionaire shall submit its Operations Manual to the Aviation Department for review and consent, within sixty (60) calendar days following the Commencement Date. Concessionaire shall not modify or deviate from the Operations Manual without the prior consent of the Aviation Department. 8.9 The operations of Concessionaire and Concessionaire's Parties, shall be conducted in an orderly and proper manner so as not to annoy, disturb or be offensive to others. At all times, Concessionaire and Concessionaire's Parties are required to conduct themselves in a courteous manner toward the public and in accordance with the Operations Manual. 8.10 Concessionaire shall at all times, retain qualified employees at the Airport to conduct its operations. Concessionaire's employees shall be clean and neat in appearance. Concessionaire shall maintain a cooperative relationship with other concessionaires at the Airport, and shall not engage in open or public disputes, disagreements, or conflicts, tending to deteriorate the quality of the services offered at the Airport, or be incompatible to the best interest of the public or the Airport.

Operational Standards. 8.1 The installation of advertising units units, maintenance and maintenance service shall take place whenever possible, possible during hours of minimum passenger and visitor activity and at such hours times as approved by the Aviation Department. 8.2 Concessionaire shall prepare a standard form of advertising contract to be submitted utilized by it for its advertising services Concessionaire and shall submit same to the Aviation Department for approval prior to offering any advertising services. 8.3 Concessionaire agrees to implement the Marketing Plan and the Management Plan (collectively, "Plans"), developed and submitted to County as part of the Proposal Documents and further agrees to update such Plans, Plans if directed by the Aviation Department and submit such updated Plans for consent by the Aviation Department. Concessionaire shall not modify or deviate from any of the Plans submitted in the Proposal Documents without the prior written approval of the Aviation Department. The burden of proving compliance with the Plans rests with the Concessionaire, and a failure by Concessionaire to comply with the Plans approved by the Aviation Department shall be a default under this Agreement, Agreement entitling the County to exercise any and all remedies available hereunder. 8.4 The Concessionaire shall ensure that the management, maintenance maintenance, and operation of the advertising units installed at the Advertising Locations shall at all times be under the supervision and direction of a qualified general manager ("Manager") who shall at all times be an employee of the Concessionaire and subject to the direction and control of the Concessionaire. The Manager shall be available twenty-twenty- four (24) hours per calendar day, seven (7) calendar days per week with the ability to be at the Airport within thirty (30) minutes if necessary. Concessionaire shall provide the Aviation Department with emergency telephone numbers at which Concessionaire's Manager or designee may be reached twenty-four (24) hours a day, seven (7) days a week. The Manager shall make make, at a minimum, weekly inspections of all advertising units and shall take all necessary actions to maintain the advertising units in "as new" condition. 8.5 The Concessionaire further agrees to assign a qualified subordinate employee to be in charge of the services and facilities offered under this Agreement, Agreement and to be available in the absence of the Local Manager. 8.6 Concessionaire shall forward to the Aviation Department, on a monthly basis, a written report, report which contains a list of any complaints, whether the complaints were made verbally or in writing, and an explanation of Concessionaire's resolution of all such complaints. Questions or complaints regarding the quality of services or rates of Concessionaire, Concessionaire which are received by the Aviation Department, Department may be submitted to Concessionaire for response and resolution. Concessionaire shall respond, in writing, to all complaints within seven (7) calendar days following receipt of a complaint and contemporaneously provide the Aviation Department with a copy of its the response. Concessionaire shall include its general managerManager's email address on all customer receipts in order to enable customer comments or complaints, complaints to be addressed to the general managerManager. 8.7 At the Aviation Department's request, Concessionaire shall meet with the Aviation Department to review any complaints or concerns and and, thereafter, immediately comply with any action the Aviation Department directs Concessionaire to take to further correct and resolve any complaint. The Aviation Department's determination as to quality of operation or services shall be conclusiveconclusive and binding on County and Concessionaire. 8.8 Concessionaire shall develop a policy outlining the rules, regulations, and operating procedures ("Operations Manual"), ) which shall apply to its employees. Within sixty (60) calendar days of the Effective Date, Concessionaire shall submit its Operations Manual to the Aviation Department for review and consent, within sixty (60) calendar days following the Commencement Date. Concessionaire shall not modify or deviate from the Operations Manual without the prior consent of the Aviation Department. If County fails to respond in thirty (30) days, the Operations Manual shall be deemed to have been approved. 8.9 The operations of Concessionaire and Concessionaire's Partiesemployees, invitees, suppliers and contractors shall be conducted in an orderly and proper manner so as not to annoy, disturb disturb, or be offensive to others. At all times, Concessionaire and Concessionaire's Parties employees, invitees, suppliers and contractors are required to conduct themselves in a courteous manner toward the public and in accordance with the Operations Manual. 8.10 Concessionaire shall at all times, times retain qualified employees at the Airport to conduct its Concessionaire’s operations. Concessionaire's employees shall be clean and neat in appearance. Concessionaire shall maintain a cooperative relationship with other concessionaires at the Airport, Airport and shall not engage in open or public disputes, disagreements, or conflicts, conflicts tending to deteriorate the quality of the services offered at the Airport, or be incompatible to the best interest of the public or the Airport.

Operational Standards. 8.1 The installation of advertising units and maintenance service shall take place whenever possible, during hours of minimum passenger and visitor activity and at such hours as approved by the Aviation Department. 8.2 Concessionaire shall prepare a standard form of advertising contract to be submitted by it for its advertising services and shall submit same to the Aviation Department for approval prior to offering any advertising services. 8.3 Concessionaire agrees to implement the Marketing Plan and the Management Plan (collectively, "Plans"), developed and submitted to County as part performance of the Proposal Documents and further agrees to update such Plans, if directed by the Aviation Department and submit such updated Plans for consent by the Aviation Department. Concessionaire shall not modify or deviate from any of the Plans submitted in the Proposal Documents without the prior written approval of the Aviation Department. The burden of proving compliance with the Plans rests with the Concessionaire, and a failure by Concessionaire to comply with the Plans approved by the Aviation Department shall be a default services required under this Agreement, entitling the County to exercise any and all remedies available hereunder. 8.4 The management, maintenance and operation of the advertising units installed at the Advertising Locations Agreement shall at all times be under the supervision and direction of a an active, qualified general manager ("Manager") competent local project manager, and such other staff as may be necessary to act in the absence of the project manager, who shall at all times be an employee of the Concessionaire and subject to the direction and control of SECOND PARTY. A project manager shall be assigned to the Concessionaire. The Manager Airports and the Port, at SECOND PARTY's expense, and shall be available twenty-four (24) during normal business hours per calendar dayor other hours as designated by the Airports and the Port. 8.2 SECOND PARTY shall at all times retain qualified, seven (7) calendar days per week with the ability to be competent, and experienced employees at the Airport within thirty (30) minutes and Port to meet the requirement outlined in Exhibit “A”. SECOND PARTY's employees shall be clean, courteous, efficient, and neat in appearance. SECOND PARTY shall not employ any person or persons in or about the premises who shall use improper language, or act in a loud, boisterous or otherwise improper manner. The Aviation Department and Port Department shall be the sole judge on the question as to whether the conduct of SECOND PARTY's representatives is objectionable, and if necessaryso judged, SECOND PARTY shall take all steps necessary to eliminate the conditions which have occasioned such judgment. 8.3 SECOND PARTY agrees that its employees shall be of sufficient number so as to properly perform the services required under this Agreement. Concessionaire shall provide If so directed by the Aviation Department or Port Department, SECOND PARTY shall provide for addition or reduction of employees, provided however, SECOND PARTY shall be paid only for the costs of the employees actually working at the Airports and the Port. SECOND PARTY shall provide its employees with emergency telephone numbers uniforms and credentials which shall be subject to approval by the Aviation Department and Port Department. All employees shall be required to wear the appropriate approved uniforms and site specific credentials provided by SECOND PARTY at which Concessionaire's Manager or designee may be reached twenty-four (24) hours a day, seven (7) days a week. The Manager shall make at a minimum, weekly inspections of all advertising units and shall take all necessary actions to maintain the advertising units in "as new" conditiontimes when on duty. 8.5 The Concessionaire further agrees to assign a qualified subordinate to be 8.4 SECOND PARTY shall immediately remove and keep removed from the Airports and the Port premises any employee who participates in charge illegal acts, who violates Airport or Port rules and regulations, or the provisions of the services and facilities offered under this Agreement, and to be available or who, in the absence opinion of the Local Manager. 8.6 Concessionaire shall forward to SECOND PARTY, the Aviation Department, on or the Port Department is otherwise detrimental to the public interest at the Airports or Port. 8.5 In the event that a monthly basisdefalcation, a written reporttheft, which contains a list fraud or embezzlement or suspicion of any complaintssame occurs or violation of 49 CFR 1542, whether the complaints were made verbally or in writing, and an explanation of Concessionaire's resolution of all such complaints. Questions or complaints regarding the quality of services or rates of Concessionaire, which are received by the Aviation Department, may be submitted it is SECOND PARTY’s responsibility to Concessionaire for response and resolution. Concessionaire shall respond, in writing, to all complaints within seven (7) calendar days following receipt of a complaint and contemporaneously provide immediately notify the Aviation Department or Port Department of the incident or suspected incident. SECOND PARTY also agrees to provide full disclosure including, but not limited to, copies of police reports of investigation, reports to bonding company, bonding company's findings, claims filed with a copy crimes insurance carrier, and reports of its responseany action taken against an employee. Concessionaire shall include its general managerIt must be SECOND PARTY's email address on all customer receipts in order policy to enable customer comments or complaints, prosecute any employee found to be addressed involved in theft, fraud, embezzlement or any similar activity. All employees of SECOND PARTY must sign a pre-employment statement stating they are aware they will be investigated and prosecuted to the general managerfullest extent of the law for any theft, fraud, embezzlement or similar activity. 8.6 SECOND PARTY shall provide periodic reports, including, but not limited to, training reports, safety training, and other reports which the Aviation Department or Port Department may request. 8.7 At the Aviation Department's or Port Department’s request, Concessionaire SECOND PARTY shall meet with the Aviation Department or Port Department to review any complaints or concerns and thereafter, immediately comply with to promptly correct any action the Aviation Department directs Concessionaire to take to further correct and resolve any complaintdeficiencies regarding operations under this Agreement. The Aviation Department's and Port Department’s determination as to quality of operation or services shall be conclusiveconclusive and curative measures shall be implemented by SECOND PARTY as expeditiously as possible. 8.8 Concessionaire shall develop a policy outlining the rules, regulations, and operating procedures ("Operations Manual"), which shall apply to its employees. Concessionaire shall submit its Operations Manual to the Aviation Department for review and consent, within Within sixty (60) calendar days following of execution of this agreement SECOND PARTY and the Commencement Date. Concessionaire shall not modify or deviate from the Operations Manual without the prior consent of the Aviation Department. 8.9 The operations of Concessionaire and Concessionaire's Parties, shall be conducted Contract Administrator will develop a Hurricane Response Plan in an orderly and proper manner so as not to annoy, disturb or be offensive to others. At all times, Concessionaire and Concessionaire's Parties are required to conduct themselves in a courteous manner toward the public and in accordance conjunction with the Operations Manual. 8.10 Concessionaire shall at all timesAirports, retain qualified employees at the Airport to conduct its operations. Concessionaire's employees shall be clean and neat in appearance. Concessionaire shall maintain a cooperative relationship with other concessionaires at the AirportPort, and shall not engage in open the SHERIFF’s Office. The Plan must address the sourcing of additional or public disputes, disagreements, or conflicts, tending replacement security officers from outside the South Florida geographic area to deteriorate backfill the quality employees of the services offered at the Airport, or be incompatible to the best interest of the public or the AirportSECOND PARTY affected by a storm.

Operational Standards. 8.1 7.1 The installation of advertising units and maintenance service shall take place whenever possible, during hours of minimum passenger business during which SECOND PARTY is to conduct its operations at the GC parking garage shall be as approved, as amended from time to time, by the Facilities Maintenance Division. The hours of business during which the SECOND PARTY is to conduct its business at the JC garage is from 7 AM to 7 PM Monday through Friday excluding legal holidays when the Courthouse is closed. The SECOND PARTY shall provide adequate personnel at all times and visitor activity this requirement shall be reflected in its management and operation plan. The SECOND PARTY shall provide additional or reduced staffing at such hours times as approved by may be determined between the Aviation DepartmentSECOND PARTY and the Facilities Maintenance Division. 8.2 Concessionaire shall prepare a standard form of advertising contract to be submitted by it for its advertising services and shall submit same to the Aviation Department for approval prior to offering any advertising services. 8.3 Concessionaire 7.2 SECOND PARTY agrees to implement the Marketing Plan management and operation plans , submitted by SECOND PARTY in the Management Plan Business Plan, (collectively, "Plans"), developed and submitted to County as part of the Proposal Documents Exhibit G) and further agrees to update such Plansthe plans on an annual basis, if so directed by the Aviation Department Facilities Maintenance Division, and submit such updated Plans plans for consent approval by the Aviation Department. Concessionaire shall not modify or deviate from any of the Plans submitted in the Proposal Documents without the prior written approval of the Aviation DepartmentFacilities Maintenance Division. The burden of proving compliance with the Plans management and operation plans rests with the ConcessionaireSECOND PARTY. The Facilities Maintenance Division must approve all revisions and/or updates to said plans in writing, and a the SECOND PARTY agrees to demonstrate compliance with the rules, regulations, and operating procedures contained within the management and operation plans. A failure by Concessionaire to comply with the Plans management and operation plans that has been approved by the Aviation Department Facilities Maintenance Division shall be a default under this Agreement, entitling the County COUNTY to exercise any and all remedies available hereunder.. Reasonable questions or complaints regarding the SECOND PARTY's compliance with the Management and Operation Plans, whether raised by customers' complaints or on the Facilities Maintenance Division's own initiative or otherwise, may be submitted in writing by the Facilities Maintenance Division to SECOND PARTY, and a written response will be provided by SECOND PARTY within seven (7) calendar days thereafter. In addition, at the Facilities Maintenance Division's request, SECOND PARTY shall meet with the Facilities Maintenance Division to review any complaints or concerns and to promptly correct any deficiencies 8.4 7.3 The management, maintenance management and operation of the advertising units installed at the Advertising Locations GC and JC Parking Garages shall at all times be under the supervision and direction of a an active, qualified general competent local resident manager ("Manager") who shall at all times be an employee of the Concessionaire and subject to the direction and control of the Concessionaire. SECOND PARTY. 7.4 The Manager resident manager shall be assigned to the GC and JC Parking Garages and shall be available twenty-four (24) during normal business hours per calendar day, seven (7) calendar days per week with or other hours as designated by the ability to be at the Airport within thirty (30) minutes if necessary. Concessionaire shall provide the Aviation Department with emergency telephone numbers at which Concessionaire's Manager or designee may be reached twenty-four (24) hours a day, seven (7) days a weekFacilities Maintenance Division. The Manager shall make at a minimum, weekly inspections of all advertising units and shall take all necessary actions to maintain the advertising units in "as new" condition. 8.5 The Concessionaire SECOND PARTY further agrees to assign a qualified subordinate assistant resident manager to be in charge of the services and facilities offered under this Agreement, public operations and to be available in the absence of the Local Manager. 8.6 Concessionaire shall forward resident manager and to act on behalf of the Aviation Department, on a monthly basis, a written report, which contains a list of any complaints, whether the complaints were made verbally or in writing, and an explanation of Concessionaire's resolution of all such complaints. Questions or complaints regarding the quality of services or rates of Concessionaire, which are received by the Aviation Department, may be submitted to Concessionaire for response and resolution. Concessionaire shall respond, in writing, to all complaints within seven (7) calendar days following receipt of a complaint and contemporaneously provide the Aviation Department with a copy of its response. Concessionaire shall include its general manager's email address on all customer receipts in order to enable customer comments or complaints, to be addressed to the general resident manager. 8.7 At the Aviation Department's request, Concessionaire shall meet with the Aviation Department to review any complaints or concerns and thereafter, immediately comply with any action the Aviation Department directs Concessionaire to take to further correct and resolve any complaint. The Aviation Department's determination as to quality of operation or services shall be conclusive. 8.8 Concessionaire shall develop a policy outlining the rules, regulations, and operating procedures ("Operations Manual"), which shall apply to its employees. Concessionaire shall submit its Operations Manual to the Aviation Department for review and consent, within sixty (60) calendar days following the Commencement Date. Concessionaire shall not modify or deviate from the Operations Manual without the prior consent of the Aviation Department. 8.9 The operations of Concessionaire and Concessionaire's Parties, shall be conducted in an orderly and proper manner so as not to annoy, disturb or be offensive to others. At all times, Concessionaire and Concessionaire's Parties are required to conduct themselves in a courteous manner toward the public and in accordance with the Operations Manual. 8.10 Concessionaire 7.5 SECOND PARTY shall at all timestimes retain qualified, retain qualified competent, and experienced employees at the Airport Parking Garages to conduct its operations. ConcessionaireSECOND PARTY's employees shall be clean clean, courteous, efficient, and neat in appearance. Concessionaire SECOND PARTY shall not employ any person or persons in or about the premises who shall use improper language, or act in a loud, boisterous or otherwise improper manner. The Facilities Maintenance Division shall be the sole judge on the question as to whether the conduct of SECOND PARTY's representatives is objectionable, and if so judged, SECOND PARTY shall take all steps necessary to eliminate the conditions which have occasioned such judgment. SECOND PARTY shall maintain a friendly and cooperative relationship with other concessionaires at tenants on the Airportpremises of the Parking Garages, and shall not engage in open or public disputes, disagreements, or conflicts, tending to deteriorate the quality of the services offered at the AirportParking Garages, or be incompatible to the best interest of the public or the AirportCOUNTY. 7.6 The SECOND PARTY agrees that its employees shall be of sufficient number so as to properly manage the Parking Garages. If so directed by the Facilities Maintenance Division, the SECOND PARTY shall provide for addition or reduction of employees, provided however, the SECOND PARTY shall be reimbursed for the costs for additional employees. The SECOND PARTY shall provide its employees with uniforms and badges which shall be subject to approval by the Facilities Maintenance Division. All employees shall be required to wear the appropriate approved uniforms and badges provided by the SECOND PARTY at all times when on duty. The SECOND PARTY agrees to ensure that the employees and uniforms are clean and neat. 7.7 SECOND PARTY shall immediately remove and keep removed from the Parking Garages premises any employee who participates in illegal acts, who violates COUNTY’s rules and regulations, or the provisions of this Agreement, or who, in the opinion of the SECOND PARTY or the Facilities Maintenance Division is otherwise detrimental to the public interest at the Parking Garages. 7.8 SECOND PARTY shall charge users of the Parking Garages only those rates which are established from time to time in writing by COUNTY. 7.9 If SECOND PARTY charges any patron a price in excess of the established schedule of rates, the amount by which the actual charge exceeds the established rate shall constitute an overcharge which, upon demand of the patron or of the Facilities Maintenance Division shall be promptly refunded to the patron. The amount of any such refund shall be deducted from the Gross Revenues, provided that suitable substantiating evidence of such refund is provided to the Facilities Maintenance Division by the SECOND PARTY and provided further that the amount of said overcharge is, or has been, deposited as part of Gross Revenues in the bank account designated hereunder. If the SECOND PARTY charges any patron a price which is less than the established schedule of rates, the amount by which the actual charge is less than the established rate schedule shall constitute an undercharge, and an amount equivalent thereto shall, upon demand by the Facilities Maintenance Division, be paid by SECOND PARTY into the bank account designated for the deposit of Gross Revenues hereunder. 7.10 SECOND PARTY shall handle and report, satisfactory to the Facilities Maintenance Division, all claims made for losses or damages to or within the Parking Garages area. 7.11 The SECOND PARTY shall remove from the Parking Garages any parked vehicle, if directed by the Facilities Maintenance Division. The towing service company which is approved by the Facilities Maintenance Division to perform such service shall be used. All vehicles shall be towed to the site designated by the Facilities Maintenance Division. 7.12 The SECOND PARTY shall cause a physical inventory of all vehicles parked within the GC Parking Garage to be made and recorded during the hours between approximately 11 PM and 6:00 AM, each day.. Such physical inventories shall be conducted in such manner as to record the date and the general parking area where the vehicle is located, state of licensing, and license number of each vehicle parked in the Public Parking Areas, utilizing the license plate inventory equipment provided by the COUNTY for such data gathering. Such data will be made available to the Facilities Maintenance Division, upon request. The requirements of this paragraph may be adjusted by the Facilities Maintenance Division at any time. 7.13 The SECOND PARTY shall receive prior written approval of the Facilities Maintenance Division of the type and cost of a telephone system (including long distance and cellular service). The SECOND PARTY shall establish and manage all phone service needed for the operation and management of all GC and JC public and employee parking services. 7.14 In the event that a defalcation, theft, fraud or embezzlement or suspicion of same occurs, it is the SECOND PARTY’S responsibility to immediately notify the Facilities Maintenance Division of the incident or suspected incident. SECOND PARTY also agrees to provide full disclosure including, but not limited to, copies of police reports of investigation, reports to bonding company, bonding company's findings, and reports of any action taken against an employee. It must be policy to prosecute any employee found to be involved in theft, fraud, embezzlement or any similar activity. All employees of SECOND PARTY, from manager on down, must sign a pre-employment statement stating they are aware they will be investigated and prosecuted to the fullest extent of the law for any theft, fraud, embezzlement or similar activity. 7.15 SECOND PARTY shall provide periodic operational reports, including, but not limited to, monthly profit/loss statement, revenue/ expense per space by lot, budget performance and variance report, transactional summary by lot, utilization reports by lot, exception transaction trend report by lot, daily lot counts and other reports which the Facilities Maintenance Division may request. 7.16 At the Facilities Maintenance Division's request, SECOND PARTY shall meet with the Facilities Maintenance Division to review any complaints or concerns and to promptly correct any deficiencies regarding operations under this Agreement. The Facilities Maintenance Division's determination as to quality of operation or services shall be conclusive and curative measures shall be implemented by SECOND PARTY as expeditiously as possible.

Operational Standards. 8.1 5.1 Contractor agrees that it shall provide and make available at the Assigned Areas the types of Shared Ride and Limousine Service as proposed in Contractor’s Proposal to the extent approved by Contract Administrator and as required by this Agreement. The installation services Contractor must provide shall include, but not be limited to all services identified in Contractor’s Proposal, except such services as have been disapproved or modified by County. Contractor shall not change, remove, or modify any services provided hereunder without the prior written consent of advertising units and maintenance the Aviation Department. In addition, the Aviation Department may require the addition of certain services, as may be agreed to between the parties, which are in public demand. The maximum waiting time for passengers using Contractor’s Shared Ride service shall take place whenever not exceed thirty (30) minutes from the time the customer requests the service until the vehicle is loaded and departs the Airport. The maximum wait time for passengers using Limousine Service shall not exceed ten (10) minutes from the time the customer requests the service until the vehicle is loaded and departs the Airport. 5.2 The only exception to this Section 5.2 is that the maximum waiting period may be extended for good cause when a special purpose vehicle normally assigned to the Airport has been previously dispatched from the Airport. In such case, Contractor shall make all efforts to minimize the waiting time for the passenger, including obtaining service for the passenger from an alternative provider, without additional cost (over the normal cost of providing service) to the passenger. 5.3 No comingling of passengers shall be permitted with respect to departing passengers; that is, Contractor shall not carry passengers that will be departing from an airport other than the Airport in the same vehicle as passengers that will be departing from the Airport. 5.4 Contractor shall forward to the Aviation Department, on a monthly basis, a list of any questions or complaints, whether verbal or written, from either the public or the Aviation Department, accompanied by Contractors’ resolution of any such complaints. Contractor shall respond verbally or in writing to the complainant within one (1) calendar day, regardless of whether the complaint was initiated by a member of the public, employees of the Aviation Department, any other third party. Contractor shall be required to investigate the nature of the complaint and contact the complainant to get their contact information, including their name, phone number and email address, if available. Contractor shall respond to the initial complaint in the same manner in which complainant made their initial complaint, i.e. if the complaint was made via phone call or email, Contractor shall respond through the same medium of communication. Contractor shall then be required to follow up in writing to the complainant with a resolution/close out of said complaint within five (5) calendar days following the initial complaint. Contractor shall copy the Contract Administrator on all correspondence regarding any such complaints. At the request of the Contract Administrator, Contractor shall meet with the Contract Administrator to review any complaints or concerns and to promptly correct any deficiencies. The Contract Administrator’s determination as to quality of operation or services shall be conclusive, and curative measures requested by the Contract Administrator shall be implemented by Contractor as expeditiously as possible. Contractor shall submit a monthly report to the Contract Administrator summarizing complaints and damage or other claims received during the preceding month as well as the resolution, during if known, of such matters. 5.5 Contractor shall meet with the Aviation Department on no less than a quarterly basis (or more often, at the request of either party) to discuss business and operational issues. 5.6 At the Aviation Department’s request, Contractor shall meet with the Aviation Department to review any complaints or concerns and to promptly correct any deficiencies. The Aviation Department’s determination as to quality of operation or services shall be conclusive and curative measures shall be implemented by Contractor as expeditiously as possible. 5.7 The hours of minimum passenger business during which Contractor is to conduct its operations at the Airport shall be such that the Shared Ride and visitor activity Limousine Service demands of all passengers of any and all arriving flights at such the Airport are met. Contractor agrees that it shall have staff available in the Customer Service Kiosks (“Kiosks”) outside each Terminal from the time of the first scheduled arrival of each day until at least forty-five (45) minutes after the actual time of the final arrival of each day in each Terminal and shall have vehicles available to provide transportation to passengers during these hours. The service hours in each Terminal may vary. Any deviation from the operating hours as specified herein must be approved by the Aviation Department. 8.2 Concessionaire shall prepare 5.7.1 It will be the responsibility of Contractor to monitor flight times on a standard form daily basis and to ensure that it has sufficient staff and vehicles to operate during the hours established in Section 5.7. In the event of advertising contract flight delays, Contractor is required to be submitted by it for its advertising continue to operate and offer transportation services and shall submit same pursuant to the Aviation Department for approval prior to offering any advertising servicesSection 5.7. 8.3 Concessionaire agrees to implement 5.7.2 Variations from the Marketing Plan and the Management Plan (collectively, "Plans"), developed and submitted to County as part of the Proposal Documents and further agrees to update such Plans, if directed operating hour’s requirements must be approved in writing by the Aviation Department prior to any implementation of said change. Contractor may request an adjustment of hours, but must demonstrate why this adjustment is necessary, and submit such updated Plans for consent by the Aviation Department. Concessionaire shall will not modify or deviate from any cause a significant diminution of the Plans submitted in the Proposal Documents without the prior written approval of the Aviation Departmentcustomer service. The burden of proving compliance with the Plans rests with the Concessionaire, and a failure by Concessionaire to comply with the Plans approved by the Aviation Department will consider any such requests and will decide, in its sole and absolute discretion, whether such change is warranted. 5.7.3 The operating hours shall be a default under this Agreementprominently posted at each Operations Area and Kiosk. Such operating hour’s signage must be permanent in appearance. The posting of operating hours, entitling however, does not negate the County contractual requirement for adherence to exercise any and all remedies available hereunderSection 5.7 herein. 8.4 5.8 The management, maintenance management and operation of the advertising units installed at the Advertising Locations Concession shall at all times be under the supervision and direction of a qualified general an active, qualified, competent manager ("“Manager"”) who shall at all times be an employee of the Concessionaire Contractor and all times be subject to the direction and control of the Concessionaire. Contractor. 5.9 The Manager or a Duty Manager shall be available at the Assigned Areas during all hours of operation. The Manager or a Duty Manager shall be available by telephone twenty-four (24) hours per calendar day, seven (7) calendar days per week with the ability to be at the Airport within thirty (30) minutes if necessary. Concessionaire Contractor shall provide supply a single mobile or cellular communication device to the Aviation Department with emergency telephone numbers at which Concessionaire's Manager or designee Duty Manager that may be reached twenty-four (24) hours a day, seven (7) days a week. The Manager shall make at a minimum, weekly inspections of all advertising units and shall take all necessary actions to maintain the advertising units in "as new" condition. 8.5 The Concessionaire further agrees to assign a qualified subordinate to be in charge of the services and facilities offered under this Agreement, and to be available in the absence of the Local Manager. 8.6 Concessionaire shall forward to the Aviation Department, on a monthly basis, a written report, which contains a list of any complaints, whether the complaints were made verbally or in writing, and an explanation of Concessionaire's resolution of all such complaints. Questions or complaints regarding the quality of services or rates of Concessionaire, which are received used by the Aviation Department, may be submitted to Concessionaire for response and resolution. Concessionaire shall respond, in writing, to all complaints within seven (7) calendar days following receipt of a complaint and contemporaneously provide the Aviation Department with a copy of its response. Concessionaire shall include its general manager's email address on all customer receipts in order to enable customer comments or complaints, to be addressed to the general manager. 8.7 At the Aviation Department's request, Concessionaire shall meet with the Aviation Department to review any complaints or concerns and thereafterreach, immediately comply with any action at all times, the Aviation Department directs Concessionaire to take to further correct and resolve any complaint. The Aviation Department's determination as to quality of operation or services shall be conclusiveperson who is responsible for the Contractor’s operation. 8.8 Concessionaire shall 5.10 Contractor agrees to develop a policy outlining the rules, regulations, and operating procedures ("Operations Manual"), which shall apply to its employees. Concessionaire shall submit its Operations Manual to the Aviation Department for review and consent, employees within sixty (60) calendar days following after execution of this Agreement and to submit same for approval of the Commencement DateAviation Department. Concessionaire Contractor shall not modify or deviate from the Operations Manual this policy without the prior consent written approval of the Aviation Department. A failure of Contractor to comply with the policy approved by the Aviation Department shall be a default under this Agreement, entitling County to exercise any and all remedies available hereunder. Contractor agrees to demonstrate compliance with the rules, regulations and operating procedures contained within the policy. Contractor agrees to comply with all federal, state and local laws, ordinances, rules and regulations, including but not limited to those rules published by the Aviation Department with respect to the Airport. 8.9 5.11 The operations of Concessionaire Contractor, its employees, invitees, suppliers and Concessionaire's Parties, contractors shall be conducted in an orderly and proper manner so as not to annoy, disturb or be offensive to others. At all times, Concessionaire and Concessionaire's Parties are required to All employees of Contractor must conduct themselves at all times in a courteous manner toward the public and in accordance with the Operations Manualrules, regulations and policies developed by Contractor and approved by the Aviation Department. 8.10 Concessionaire 5.12 Contractor agrees that it shall have sufficient employees to staff Operations Areas, as well as to operate vehicles, so as to properly conduct Contractor’s operations. 5.13 Contractor shall at all timestimes retain qualified, retain qualified competent, and experienced employees at the Airport to conduct its operations. Concessionaire's Contractor’s employees shall be clean clean, courteous, efficient, and neat in appearance. Concessionaire Contractor shall not employ any person or persons at the Airport or in its vehicles who shall use improper language, or act in a loud, boisterous or otherwise improper manner. The Aviation Department shall be the sole judge on the question as to whether the conduct of Contractor’s representatives is objectionable, and if so judged, Contractor shall take all steps necessary to eliminate the conditions which have occasioned such judgment. Contractor shall maintain a friendly and cooperative relationship with other concessionaires at tenants on the premises of the Airport, and shall not engage in open or public disputes, disagreements, or conflicts, tending to deteriorate the quality of the services offered at the Airport, or be incompatible to the best interest of the public or the Airport. 5.14 Contractor agrees that its employees, franchisees or subcontractors shall not engage in soliciting business or meeting potential or pre-reserved passengers at any area of the Airport, except at the Kiosk Locations and any other Assigned Areas. Contractor, its employees or contractors shall not pay or otherwise induce a skycap or other person to solicit passengers on behalf of Contractor or to direct passengers to use Contractor’s services.