Reservations, Call Center, Property Management, and Point of Sale System

The Vendor is required to providing integrated web-based sales channel applications, point of sale, ticketing, loyalty program management, event and group sales, gift card sales, revenue reporting and property management applications; additional functionality detailed herein; and a call center with operators trained to provide information, cross-sell to maximize yield, and take reservations for facilities within the state parks system.
- All sales channels should provide real-time access to the reservation system that allows reservations at field sites and secure, easy-to-use internet reservation functionality.
- Systems administrator
•    Monitor system operations.
•    Report system problems and solutions to the department contract administrator as soon as they arise.
•    Oversee training for the call center operators, other offeror staff, and department staff as the system applications or enhancements are introduced. 
•    Provide database management.
•    Establish the central database and adjust the system and performance tuning for application settings.
•    Enter inventory of reservables into the database and revise as needed (see exhibit a-facility data).
•    Establish and maintain all individual facility parameters (see exhibit b – facility site types) within the reservation system database and server application (e.g., operating dates, site types, rates, etc.).
•    Make corrections to the database.
•    Set up database training and provide pertinent supporting documentation for users.
•    Provide applications and software support to the department contract administrator.
•    Supervise the offeror’s technical support team.
•    Develop, test, and implement all system enhancements and upgrades to department satisfaction, in consultation with the department contract administrator.
•    Provide and host the central server(s), which must be maintained and administered by the offeror.
•    Load historical data, provided by department, into the central server.
•    Back up all system and data files daily.
•    Notify department contract administrator of any system enhancements or upgrades 30 days prior to implementation including but not limited to the details of the system enhancements and upgrades.
- Reservation system
•    The reservation system must provide multiple search criteria to locate reservations upon check-in.
•    During the reservation booking process, the system must allow the option of booking to a specific site based on customer requests and availability. 
•    Department field locations must have the capability of booking reservations. 
•    All information pertaining to these new reservations must be immediately included in the system.
•    The reservation system must support automatic posting of site charge(s) during booking.
•    The system must support a card-swipe credit card interface, mobile pay, tap to pay and chip reader that is integrated with the overall system and performs online credit card verification at any time during a transaction.  
•    The system must perform automatic credit card number entry into the system (the credit card number should auto populate in the required fields such as credit card number, customer name). 
•    The credit card number must be encrypted during the process.  
•    The card-swipe and chip reader should support credit cards, gift cards, etc. 
•    The system must support payment of reservation fees for varying amounts and at varying times. The system must also support different methods of payment (cash, check or credit card, gift cards, etc.) On the same reservation and produce receipts that reflect each payment individually when the option of an additional receipt is requested. 
•    The system must support an incremental fee structure for specific site types where there may be a flat rate for up to a specific number and then a designated fee for each additional person. The incremental fee structure will be established by department. 
•    The system must also support the posting of additional fees or surcharges.  
•    The system must support printing a detailed itemized customer receipt at any time during their stay or at checkout. 
•    The receipt must include the name of the reservable unit and all previous and current payments, discounts, credits, loyalty points redeemed, and items associated with that folio.  
•    The reservation system must interface with the point-of-sale and ticketing systems. 
•    The system must be accessible 24/7 and changes to inventory should be immediate and real time.  
•    The system must allow for changes to reservations through any sales channel. 
•    Examples of changes allowed should include type of site reserved, dates of stay, etc. 
•    The system must have the ability to allow and account for discounts and promo codes. Discounts and promo codes could be either a dollar discount at the time of sale to reduce the price as a flat fee, a pre-defined percentage, or a buy blank get blank discount as determined by the department and applied to products as applicable at the time of sale.
- Reservation procedures and system operations
•    All reservations should have the option of being available to book through one or more of the following sales channels: the call center, web, and field level.  
•    The system should support walk-in reservations at the field level.
•    Reservations must accept payment methods of credit card, debit card, checks, money orders, travelers check, cash, gift card, mobile pay, tap to pay and loyalty program points.
•    Individual reservations must be accepted based on state "rolling window” booking rule. 
•    For example, for a 13-month window, beginning august 1st, reservations must be accepted for any reservation period that begins on or before September 1st of the next calendar year. 
•    The department retains the right to alter or change the rolling window period. 
•    Some accommodations must be allowed up to five years in advance. 
•    Variable site fees, minimum and maximum periods allowed, and time variables based on the time of year and or occupancy levels (yield management) must all be automated by the system. 
•    The system must support an incremental fee structure for specific sites where there may be a flat minimum rate with an option for additional per person charges. 
•    The incremental fee structure will be established by department. 
•    The system must support the posting of additional fees to a transaction
•    All reservation transaction fees and other fees will be determined by the department and will be subject to change as often as daily solely by the department. 
•    This does not apply to the awarded offeror’s compensation structure. 
•    The system must allow additions and deletions to the inventory of reservable sites within any park for reasons such as damage, renovations, etc. 
•    If the offeror must facilitate such changes, they must be implemented within 10 business days of notification by the department.
- Call center operations
•    Callers must be permitted to make reservations with a single phone call, either at one park for multiple periods or multiple parks for multiple periods. 
•    The department will establish minimums and maximums to be reservable for each site in the system.
•    Customers calling after call center operating hours must be provided with a recorded message that includes the call center operating hours and a referral to the state parks web page for information and internet reservations.
•    All operators handling state park reservations and information calls must have a clearly understood telephone voice and must be thoroughly trained by the offeror in effective telephone hospitality techniques.
•    The call center should support upsells during the reservation booking process.
•    The call center phone number should support prompt options for customers’ easy navigation during initial phone call.  
•    Department needs to review and approve the written prompts prior to implementing.   
•    The call center should record the phone calls.