Procurement #15539


Title
RFP - Booking Engine Review - PURCHASING CHANGE #1
Status
Archive
OpenDate
12/02/2016
CloseDate
12/16/2016
Description
PLEASE NOTE THAT THE DATE AND TIME FOR THE MANDATORY PRE-BID HAS CHANGED. Cherokee Nation Businesses, LLC a wholly owned Tribal company of the Cherokee Nation is seeking proposals qualified firms to provide a dynamic booking engine to allow for properties to maximize retail bookings. This booking
Detail
**PLEASE NOTE THAT THE DATE AND TIME FOR THE MANDATORY PRE-BID HAS BEEN CHANGED; ORIGINALLY SCHEDULED FOR 10:00AM CST ON 12/8/16 HAS NOW BEEN CHANGED TO 12/9/16 AT 11:00AM CST. INFORMATION FOR THE WEBEX MEETING CAN BE FOUND UNDER THE DOCUMENTS SECTION** Introduction Company Cherokee Nation Businesses, L.L.C. (CNB), is wholly owned by the Cherokee Nation, one of the nation's largest American Indian tribes. CNB, the economic engine of the Cherokee Nation, owns companies in the gaming, hospitality, personnel services, distribution, aerospace, manufacturing, telecommunications, technology services, medical equipment, security and defense services, construction and environmental services industries. CNB continues to grow and expects to acquire new businesses in the future. CNB currently employs more than 4,400 people in northeastern Oklahoma and northwestern Arkansas. The Cherokee Nation and its businesses employ more than 10,000 people in all, making it one of the area’s largest employers. Contact All questions related to this document should be directed by email to Tina Jones at tina.jones@cnent.com no later than December 7th at 2:00PM CST; these will be addressed during the Mandatory WebEx conference call at 10:00AM CST on Dec. 8th. As questions are received the call-in information will be provided. Project Objective Overview • To provide a dynamic booking engine to allow for properties to maximize retail bookings. • To provide a seamless integration with Opera. • To have automated reporting functionality. • To be able to have integration with upcoming casino apps. • To have a Casino booking engine that can provide comp rates vs. pay Scope of Work • Website Locations: o Hard Rock Hotel and Casino, Catoosa, OK o Cherokee Casinos o One Star • Functionality o Rates and Inventory o Ability to provide comp reservations vs. pay for Casino o Integration to Revenue Management System (Duetto or Rainmaker) o Ability to quickly update Photo / Copy o Content Adjustments o Report Capabilities o Third Party Channel Management • Other Programs Available to Include o GDS Programs (Consortia and Marketing) o Potential Travel Services Provider o Connection to Meta Search Sites o Competitive Intel / Reporting o Loyalty Program Support / CRM Estimated Time Frame: • Property Roll Out Schedule: o Cherokee Casino, Roland o Cherokee Casino, West Siloam Springs o Hard Rock Hotel and Casino, Catoosa • Projected go live for January/February 2017 RFP Response Process • RFP issue date of December 2, 2016 • SEALED bids are due back to Cherokee Nation Entertainment no later than 2:00PM CST on December 16, 2016 and are to be delivered in accordance with provided bid instructions. • There will be a Mandatory WebEx conference call set for 10:00AM CST on December 8, 2016; the purpose of the call is to allow for questions to be asked and answered. Information Requirements • Company Overview • Brief History o Include how long that you have been in this business • Location (s) – include call center locations • Size (employees, market value, revenues, etc., if public company) • Description of ownership o Any acquisitions or mergers pending • Description of management • Brief overview of Products and Services • Customer List • Any outstanding material litigation against the company • Contact person name, address, phone, e-mail General System Functionality • Customization of Graphical User Interface o Can booking engine functionality and look and feel be customized? o If Yes, describe to what extent each interface can be customized. • Multi-property capability o If yes, do other resorts display when a selected property is unavailable? • Are Travel agent bookings supported? • Can rates be displayed either in rate plan or room type order? • Content Management o What areas can the user manage? • Can multiple images be displayed for each room type? • User Management of Images? • User able to manage booking engine content? • Are guest profiles stored and can be accessed by login? • Does the system have an area to capture guest transportation information, such as flight arrival number and time? • Multi-language capability • Dynamic Packaging o If yes, can inventory for package items be set and controlled o If yes, can certain items be tied to a specific package (e.g., crystal ware, cake, etc. displays as an add-on only when a wedding package is purchased) • Pricing Functionality • What is the rate hierarchy (plans, tiers, codes, etc.)? • Describe the rate loading process • Do you have Derived rate capability? o If yes, how does it work? • BAR Pricing capability o If yes, describe how the functionality is set up and works. • Describe Revenue Management capabilities (restrictions by rate tier, room type, stay controls, hurdle rate functionality, etc.) • Does your system support inventory allotments? If so, please describe functionality including the different levels that inventory can be controlled (total property, room type, rate plan, etc.). • How does the system handle rate changes during a stay such as across seasons, mid-week to weekend, or from one percentage discount promotion to a different discount promotion? • Is there a drop down box in the booking engine to move from regular pricing to AAA, AARP, Corporate, etc? • Can rates be calculated and shown in multiple currencies? • In addition to multiple currency support within a market, can the system support different rate structures for different geographical markets o For example, can the system support a different rate structure for the UK market, pushing those rates out to a .co.uk site and accessible by the phone agents • Support tax inclusive pricing? • List Guarantee and payment types supported by the system • Support different terms and conditions by geographic market, specifically cancellation and deposit policies? • Allow custom terms and conditions by reservations type (supports ability to book advance purchase, pre-paid, non-refundable, etc.) • Can partial payments be applied to bookings? • Are multiple age tiers for child pricing supported? • Packaging Capability o Build custom wedding/spa/romance packages? o Shells to customize look and feel of packages? • Describe Group pricing and inventory functionality • Describe Negotiated Corporate rate functionality • Promotional Pricing o Describe capabilities o Specifically address how the following would work: ? fourth night free ? strike-through pricing ? first child free ? value adds (for example, book a specific room type(s) for a minimum length of stay and receive a spa credit) Connectivity • Opera full two-way interface o What versions supported? o What Opera version needed for full interface functionality? Describe GDS Connectivity • Other interfaces available • OTA’s • Revenue Management systems • Sales and Catering • Channel Management Tools • Accounting systems • CRM providers • Any Others • Partnerships with competitive rate reports/channel management tools o If yes, what is nature of partnerships and how are they integrated into overall service? • Call Center Services • Do you offer overflow or after hours call transfer support? • If you offer this service: • Do you operate your own call centers or outsource them? If outsource, to whom? • Describe the operational/management structure of your call centers including training and QA procedures. • Ability to accommodate international reservations? o If yes, what languages are supported? Technical • Location of servers • Description of security/backup o How many levels of user permissions and how are they administered? • Operating system used • What platform does your system utilize and why? • Describe connectivity for accessing system to update rates and inventory • System up-time experience • What are the hotel hardware requirements? • How often are system fixes released? • How often are new system software versions released? • Is System PCI compliant? • What is the process for submitting requests for system enhancements? • What is the contact information and hours of operation of your Technical support operation? System Implementation • Describe your implementation process including an outline of steps and timing. • Describe the system training process. • What training materials are available? Reports • Describe your reporting package, identifying what’s available pre-defined scheduled and what’s available on demand. • What ad hoc reporting is available and what tools can be used to develop and run these reports? • Provide a list of available reports and include some sample reports o Include call center specific reports such as regrets and denials o Include marketing reports such as source of business, production by geographic market, customer, etc. o Include travel agent specific reports such as by IATA #, etc. • Include a definition of how the system counts reservations for reporting purposes Accounting Requirements • Please describe credit card processing functionality, including: • On-line credit card authorization • Credit card payment processing • Tracking credit card receivables • Updating financial system with credit card billing and receivable information • Please describe credit card payment receipt capability such as: • Recording of credit card payment receipts • Capabilities for updating financial systems with credit card payment info • Describe Advance Deposit capabilities including recording and tracking of advance deposits and updating of financial systems. • Does the system have invoicing capabilities? If so, please describe. • Describe capabilities of the system to record and track payments and updating of financial systems. • Include the ability to process Tour Operator payments • Describe travel agent commission payment processing capabilities. • Describe the capabilities of the system for processing refunds and how the Accounting system would be updated. • Describe any other Accounting related functionality. Other Informational Requirements • Provide a description of the guest reservations confirmation process, including a copy of a standard confirmation and the availability of customized templates. • What information is captured and stored from a guest in the reservations process? • Cancellation Policies • Can they be set by season, by rate plan, etc.? • How is the text updated? • Does the system enforce the rule? • Does it provide the option date for cancellation without deposit receipt? If so: • Can a report be produced showing expired options? • Will the system auto-cancel expired options? • Can guests cancel bookings on-line? Modify on-line? • Is credit card security code functionality supported? • Can multiple reservations be included in one itinerary? • Different room types • Different properties • Can multiple rooms be included in one booking? • E-mail marketing/database capabilities • What functionality is included in the base product, such as multiple, customizable templates and what upgraded functionality is available? • Can e-mails be generated automatically to future customers offering special prices on room upgrades or dynamic packaging add-ons? • Can post-stay e-mails be generated? • Explain how you support frequent guest programs • Can repeat guests be recognized when checking in at any property? • Does the system support frequent flyer number tracking, as well as an ABC Resorts specific guest number? • Explain if services such as spa and wedding times can be booked in the central system and communicated to the PMS • Does the system have the ability to extract rates from the database and place them into a contract template? • Describe your web tracking capabilities through the booking engine. Costs • List all one-time implementation fees including: • Call Center • Booking engine • GDS/IDS • Interfaces • Channel Management tools • Training • Any other startup/system conversion fees • List all transactional fees including: • Call Center Booking fees • Booking engine reservations fees • GDS/IDS booking fees • OTA Bookings • Group Bookings • Dynamic Packaging add-on items • List all ongoing fees • Account Management • Booking Engine Maintenance • Interface maintenance • System support (include any charges incurred for upgrades to new versions of your software) • E-mail marketing support • Extranet management Please note that winning bid(s) will be published. Cherokee Nation Businesses, LLC (“CNB”) reserves the right to issue one award, multiple awards, or reject all bids; any award is subject to the approval of the required funds. Responding bidders are not allowed to withdraw their bid for a period of 90 days after submittal. At the time of award, the successful bidder(s) will be required to work with the Cherokee Nation Businesses, LLC Accounting department to discuss account coding for invoices. All bids are subject to negotiation prior to award. Awards may be issued without discussion of bid received, and bids should initially be submitted on the most favorable terms from a price and technical standpoint. Any award resulting from this RFP will be subject to CNB Terms and Conditions. Your bid should indicate hourly ($) rate (when applicable), individual work effort, delivery schedule or time of completion. Any item(s) with exceptions, substitutions, exclusions, additions or qualifications must be noted and clearly indicated on return bid. Any request for information concerning bid posting is to be submitted in writing via email to Buyer listed; no verbal communication is to be initiated. In accordance with Cherokee Nation Law, , 28 C.N.C.A. §20 no contractors or subcontractors of any Cherokee Nation entity may contract with any business owned by a first degree relative of any elected official of the Cherokee Nation. TRIBAL EMPLOYMENT RIGHTS OFFICE - This procurement is subject to Cherokee Nation Tribal Employment Rights Office (“TERO”) regulations that include a fee of ½ of 1% of total contract award and, if applicable, the completion of a TERO Labor Agreement and payment of associated fees. The successful bidder’s award will be published on the Cherokee Nation’s procurement website and their performance will also be measured, recorded, and reported to the Cherokee Nation. The complete Act is available by contacting the TERO OFFICE at Tahlequah 918-453-5000. TERO bidders are required to provide a copy, front and back, of their TERO certificate with return bid(s) and failure to do so will result in such bidders not receiving the TERO preferences afforded TERO bidders under the CNE procurement and contracting policies and procedures. CHEROKEE NATION GAMING COMMISSION (CNGC) - This requirement may be subject to CNGC policies and procedures. Licensing requirements may be required of the successful vendor(s) to be coordinated with the CNGC. These requirements may include licensing fees as well security and background checks of vendor(s) employees. Current policies and procedures can be found on the Cherokee Nation website or by contacting the CNGC office at 918-207-3834. INSURANCE - CNB generally requires Worker’s Compensation, Commercial and/or Comprehensive General Liability, and Automobile insurance for all awarded bids. Please refer to the Bid Documents for the specific coverages required for this bid. DEBARMENT - By submitting a response to this Request for Proposal, the Contractor certifies to the best of their knowledge and belief that the Subcontractor, the firm, or any of its principals are not presently debarred, suspended, or proposed for debarment by any federal, state, local or tribal entity. This certification is a material representation of fact upon which reliance was placed when making award. If it is later determined the Subcontractor rendered an erroneous certification, in addition to other remedies available to CNB or its entities, CNB may terminate the contract resulting from this Request for Proposal for default.
Name:Tina Jones
Email:tina.jones@cnent.com
Phone:918-384-7802
Cherokee Nation Entertainment
Awards
Sabre Hospitality Solutions -- $392,882.00