Page 1 of 11 TENDER FOR THE PROVISION OF FOOD SERVICE ATTENDANTS FOR PERIOD 01 DECEMBER 2017 TO 30 NOVEMBER 2019* TENDER REFERENCE NO: TR 1242 (*Estimated dates. Exact dates will be confirmed at the time of the award) SERVICE SPECIFICATIONS AND REQUIREMENTS 1. Manpower Requirement The Contractor shall recruit the staff in consultation with SIA Silver Kris Lounge (SKL) team. SIA reserves the right to take part in the decision of recruiting these attendants. SIA shall make the final decision on the employment of any attendants. All food handlers are required to attend the WDA Basic Food Hygiene course or equivalent as specified by NEA (National Environment Agency) guidelines before working for SIA. Contractor shall be responsible to operate in accordance to latest NEA guidelines. No training cost shall be incurred on SIA. The Contractor will provide a dedicated team of staff with as little turnover in personnel as possible. During the contract period, the Contractor shall not transfer, reassign or terminate any staff without SIA s prior approval. SIA also reserves the right, without stating reasons and at no cost to SIA, to make changes to the team, including but not limited to transfer, reassignment or termination, through the Contractor. (ii) The Contractor is required to provide SIA with a name list of all staff assigned to the SKL team. The list shall include details such as name, rank of personnel (eg. Food Attendant, Sous Chef etc.), assigned work location (e.g. T2 KFG, T2 JSKL etc.), nationality, age etc. Refer to Attachment II for sample template. The Contractor is required to update this list as and when there are changes to the team, within one month from when the change(s) was effected. The Contractor must provide a Non Resident Manager who must be contactable during normal office hours The Non Resident Manager must have a strong background in food and beverage (F&B) for fine dining establishments and/or airport lounges. Proof (eg. culinary certificates) of such experience must be supported with resume and references. SIA reserves the right to reject the appointment of any individual as Non Resident Manager if the individual is deemed not to possess the required skillsets/training/knowledge for the job scope. The Non Resident Manager is required to conduct daily supervision and checks on site for all SIA lounges where the Contractor s staff are present. He or she must also present himself or herself in person as and when requested SIA. The Contractor is required to have one Supervisor stationed at each Silver Kris Lounge round the clock to re-deploy staff where required and ensure that manpower requirements are met for all the various group of staff. The shift hours of the Supervisors are stipulated under Food Service Attendants. He will also be required to monitor the work performance of all staff and ensure all duties are carried out. The supervisor is also required to participate and help the staff with the daily operations, as well as attend to passengers complaints on F&B. The supervisor is also required to undertake F&B administrative duties as specified in the job specifications under Food Service Attendants. In the event that the tender is awarded in parts to different contractors, each contractor is required to have one Supervisor stationed at the Silver Kris Lounge round the clock if the award is for one terminal only; or two Supervisors round the clock, one at each terminal, if the award is for two terminals.
Page 2 of 11 (k) (l) (m) (n) If full staff strength is not available at the start of each shift, or in situations of urgent operational requirement, the staff from the earlier shift is required to stay back to cover the duties. The Supervisor must ensure full attendance and to cater for any urgent requirements. Staff is required to report for work at least 15 minutes before their shift to ensure smooth transition between shifts. The Sous Chef and Chef Station Attendant position must be manned at all times i.e. relief qualified Sous Chef and Chef Station Attendant must be available to replace those who are on break. The Contractor will provide a system of attendance reporting, and to provide SIA with customized reports for the purpose of verification during billing. The Contractor is to provide the following number of personnel daily (inclusive of Saturdays, Sundays and Public Holidays) in the table below. The staff must be dedicated to the respective SKL and KFG i.e. no crossing over whether within the shift or after their shifts have ended unless with expressed permission from the SIA Silver Kris Lounge team. Manpower requirements for each specific category of service staff are in the job specifications below. SIA reserves the right to increase or decrease the manpower requirements, over and beyond/ below the stated manpower requirements in this document, at the same price and terms and conditions, by giving the successful vendor one (1) month notice. SIA reserves the right to reallocate working staff between Terminal 2 or 3, as and when it is operationally required. 2. JOB SPECIFICATIONS A. FOOD SERVICE ATTENDANT - Terminal 2 and Terminal 3 SKL No Staff Required Headcount Required Shift Required Hours A : Food Service Attendant - Terminal 2, Silver Kris Lounge 1 Food Service Attendant 5 1st 0700-1500 hrs 2 Supervisor 1 1st 0700-1500 hrs 3 Food Service Attendant 5 2nd 1500-2300 hrs 4 Supervisor 1 2nd 1500-2300 hrs 5 Food Service Attendant 2 3rd 2300-0700 hrs 6 Supervisor 1 3rd 2300-0700 hrs A : Food Service Attendant - Terminal 2, KFG 1 Food Service Attendant 2 1st 0700-1500 hrs 2 Food Service Attendant 2 2nd 1500-2300 hrs 3 Food Service Attendant 1 3rd 2300-0700 hrs Peak Hours: 1 Supervisor Nil 1st Nil 2 Food Service Attendant 2 1st 0530 0830 hrs
Page 3 of 11 A : Food Service Attendant - Terminal 3, Silver Kris Lounge 1 Food Service Attendant 8 1st 0700-1500 hrs 2 Supervisor 1 1st 0700-1500 hrs 3 Food Service Attendant 7 2nd 1500-2300 hrs 4 Supervisor 1 2nd 1500-2300 hrs 5 Food Service Attendant 5 3rd 2300-0700 hrs 6 Supervisor 1 3rd 2300-0700 hrs Peak Hours: 1 Food Service Attendant 1 1st 0530-0830 hrs 2 Food Service Attendant 1 2nd 1900 2200 hrs 3 Food Service Attendant 2 3rd 2200 0100 hrs A : Food Service Attendant - Terminal 3, KFG 1 Food Service Attendant 2 1st 0700-1500 hrs 2 Food Service Attendant 2 2nd 1500-2300 hrs 3 Food Service Attendant 2 3rd 2300-0700 hrs Peak Hours: 1 Food Service Attendant 1 1st 0530-0830 hrs 2 Food Service Attendant 1 2nd 1700 2000 hrs 3 Food Service Attendant 2 3rd 2200 0100 hrs Note: Meal-Time Coverage is included schedule. The lounges should have the required manpower at all times, including break times. Apart from supervisory duties, the Supervisor is responsible for: Receiving and maintaining records and account for food, beverage and store supplies received from vendors. Monthly consumption report must be submitted by 5 th of the following month. Conducting and submitting monthly inventory check report and submit by 5 th of following month. (ii) The Food Service Attendant s (FSA) duties include: Monitor amount of supplies, and anticipate, plan and estimate adequate quantity requirements to cater to changes in consumption quantities during peak and off-peak days. Unpack, prepare, distribute and display food and beverage. Prepare buffet display and arrangements. Check that the food and beverage are adequate and replenished, ensuring that all food and beverage must be one-quarter full at all times. Check and ensure food is not displayed for too long. Food not consumed within 4 hours should be disposed. Ensure cleanliness of the bar, cutlery, crockery and glasses and remove used cutlery, crockery and glasses from buffet counter area. Top up cutlery, crockery and glasses to ensure sufficient quantities for use (i.e. at least half the display space for cutlery, glassware, crockery etc. should be filled). Preparation of food items e.g. blanching and preparation of noodles, preparing wraps & sandwiches etc. Ensure backend workstations are kept neat, uncluttered and clean at all times, and that safety standards are not compromised. FSAs must also ensure that kitchen equipment, for example, ovens, steamers, fridges used are kept clean at all times, notwithstanding that periodic deep-cleaning is carried out by SIA or its representatives.
Page 4 of 11 (k) (l) (m) (n) (o) Report immediately and/or obtain help to rectify maintenance problems. Assist passengers with food and beverage at the buffet, help with the buffet equipment and assist with their F&B queries, if any. Proactive and creative in offering alternative F&B options to passengers requests if standard offering is not available. Attendants must therefore be familiar with the F&B offerings in First and Business Class lounge buffet and bar areas, as well as all menu cycles. Provision and preparation of all matters relating to food & beverage provision e.g. food tags, menus, menu changes, amendments etc. Provision of cleaning equipment and materials required for operations e.g. detergent, clean tea towels/wiping cloths, chopping board, wine opener etc. Non Resident manager must participate in menu planning when required. (iii) The Food Service Attendant must meet the following criteria: Able-bodied male or female, capable of carrying moderate weight. Pleasant disposition, well-groomed, neat and professional in appearance, well-mannered and energetic. Enjoy serving people and proactively engaging them in conversation. Able to converse well in English. Proficiency in one or more of the local language such as Malay, Tamil and Mandarin or key foreign language such as Japanese, French or German will be an advantage. Any foreigners employed by The Contractor must be fluent in English and with neutral accent. Have basic food and beverage handling knowledge and experience, especially on areas of food hygiene. Having experience in hotel and hospitality industries or in SHATEC or other relevant recognized institutions subject to SIA s final approval are preferred. Must be able to prepare food items e.g. blanching and preparation of noodles, preparing wraps & sandwiches etc. Disciplined, must adhere closely to grooming, service, safety and internal work procedures and standards set by SIA. Must be well-groomed, neat and professional in appearance. Must be able to take necessary precautions and measures to ensure food safety (e.g. wearing gloves) whilst handling food and beverage.
Page 5 of 11 B. WAITERS & CAPTAIN - The Private Room, Terminal 3 SKL No Staff Required Headcount Required Shift Required Hours B : Waiter and Captain - The Private Room, Terminal 3, Silver Kris Lounge 1 Waiter 2 1st 0500 1030 hrs 2 Captain 1 1st 0500 1030 hrs 3 Waiter 1 2nd 1030 1700 hrs 4 Captain 1 2nd 1030 1700 hrs 5 Waiter 2 3rd 1700 0230 hrs 6 Captain 1 3rd 1700 0230 hrs The Waiter s duties include: Greet, welcome and seat passengers. (k) (l) (m) (n) (o) (p) (q) Introduce menu of the day; take, process and service F&B orders from passengers. Serve food and drinks to passengers. Replenish passengers food and beverage. Clear used plates, dishes, glasses and all other cutlery from tables and ensure cleanliness of tables. Tables should be cleared within3-4 minutes (during peak period) and 2 minutes (during non-peak period) after passenger(s) leaves the table. Newspapers and magazines collection and folding; replenish display racks. Prepare buffet display and table arrangements. Prepare standard beverage, cocktails, coffee and tea. Ensure food, beverage and store supplies are adequately stocked at service area. Account for food, beverage and store supplies kept at service area. Monitor amount of supplies, anticipate, plan and estimate adequate quantity requirements to cater to changes in consumption quantities during peak and off-peak days. Unpack, prepare, distribute and display food and beverage in the service and buffet display area. Check and ensure food are not being displayed too long; food not consumed within 4 hours should be disposed of. Check that the food and beverage are adequate and replenished, ensuring that all food and beverage must be one-quarter full at all times. Assist passengers with food and beverage at the buffet, help with the buffet equipment and assist with their F&B queries, if any. Obtain, receive, attend to and follow up on F&B feedback. Be proactive and creative in offering alternative F&B options to passengers requests if standard offering is not available. Attendants must therefore be familiar with the F&B offerings in First and Business Class lounge buffet and bar areas, as well as all menu cycles.
Page 6 of 11 (r) (s) Ensure cleanliness and neatness of the service area, food display and lounge seating areas and that safety standards are not compromised. Report immediately and/ or obtain help to rectify maintenance problems. (ii) The Captain s duties include: All the duties stipulated for the waiters as well as additional supervisory role. The Captain will be responsible in attending and resolving all feedback relating to F&B and its service. The Captain will be involved in menu planning process as and when required. Assist in the rostering and deployment of waiters. Train, monitor and improve service quality of waiters. The Captain will monitor flight loads to anticipate service requirements under his charge. (iii) All the staff (Waiters and Captain) must meet the following criteria: The Wait Service Attendants must have waiter experience, experience in hotels and hospitality industries or SHATEC or other relevant recognized institutions, subject to SIA s final approval, are preferred. (k) (l) (m) The Captain must have experience and proof of having worked in a similar capacity in a 5-star hotel or fine dining establishment. He must have excellent command of English as well as strong PR skills befitting of a Captain in a fine dining establishment. The Captain should also have an adequate knowledge of wines and other hard liquors, including making recommendations on wine pairings, as well as making cocktails when needed. Achieve work performance standards stipulated by National Skills Recognition System (NSRS). Alert and vigilant in pre-empting and attending to passengers needs. Able-bodied male or female, capable of carrying moderate weight. Of pleasant disposition, well-groomed, neat and professional in appearance, well-mannered and energetic. Customer-oriented, enjoys serving people and proactively engaging them in conversation. Able to converse well in English. Proficiency in one or more of the local language such as Malay, Tamil and Mandarin or key foreign language such as Japanese, French or German will be an advantage. Any foreigners employed by The Contractor must be fluent in English and with neutral accent. Disciplined, must adhere closely to grooming, service, safety and internal work procedures and standards set by SIA. Having basic food and beverage handling knowledge and experience, especially on areas of food hygiene. Disciplined, must adhere closely to grooming, service, safety and internal work procedures and standards set by SIA. Must be well-groomed, neat and professional in appearance. Must be able to take necessary precautions and measures to ensure food safety (e.g. wearing gloves) whilst handling food and beverage.
Page 7 of 11 C. CHEF STATION ATTENDANT - Terminal 2 and Terminal 3 SKL No Staff Required Headcount Required Shift Required Hours C1 : Chef Station Attendant - Terminal 2, Silver Kris Lounge 1 Chef Station Attendant 1 1st 0530-1200 2 Chef Station Attendant 1 2nd 1700-2030 C1 : Chef Station Attendant - Terminal 3, Silver Kris Lounge 1 Chef Station Attendant 1 1st 0530-1000 2 Chef Station Attendant 1 2nd 1830-2330 Option to extend hours in 1 st Shift for 2 nd -year Contract. SIA will inform the Contractor at least 3 months before commencement: No Staff Required Headcount Required Shift Required Hours C2. Option to extend Shift 1 hours at Terminal 2 and Terminal 3, Silver Kris Lounge - estimated in 2nd year contract. SIA will notify supplier 3 months prior. 1 Chef Station Attendant (T2) 1 1st 0530-1300 2 Chef Station Attendant (T3) 1 1st 0530-1400 The Chef Station Attendant s duties include: Receive and account for food items from catering vendor. Anticipate and estimate changes in consumption quantity during peak and off-peak days in order to make necessary adjustments to the quantity of ingredients/food ordered. Set up area at Chef Station. Prepare, cook and serve cuisine to passengers. Ensure station is neat and clean at all times. Report immediately and obtain help to rectify maintenance problems. (ii) The Chef Station Attendant must meet the following criteria: Able to cook basic Chinese and Continental cuisine. Have prior experience in hotels and F&B establishments with training in SHATEC or other equivalent recognized institutions subject to SIA s final approval. An independent worker. Flexible in varying cooking style to suit passenger needs and creative in offering alternative dish in situations of ingredients shortage. Well-organized and responsible in maintaining a high standard of hygiene, proper food handling procedures and cleanliness at workstation.
Page 8 of 11 Well-groomed, neat and professional in appearance. Of pleasant and courteous disposition and enjoy interacting with people. Able to converse fluently in English. Proficiency in one or more of the local language such as Malay, Tamil and Mandarin or key foreign language such as Japanese, French or German. Any foreigners employed by The Contractor must be fluent in English and with neutral accent. D. SOUS CHEF - The Private Room, Terminal 3 SKL No Staff Required Headcount Required Shift Required Hours D : Sous Chef - The Private Room, Terminal 3, Silver Kris Lounge 1 Sous Chef 1 1st 0430-0230 The Sous Chef s duties include: (k) (l) Receive and account for food from catering vendor. Set up area at designated workstation. Prepare and cook cuisine for passengers. Plan, create and update menu dishes and specifications. Prepare samples for presentations on new menus and dishes. Anticipate and estimate changes in consumption quantity during peak and off-peak days in order to make the necessary adjustments to the quantity of ingredients ordered. Ensure workstation is neat and clean at all times. Report immediately and/or obtain help to rectify maintenance problem. Attend personally to passengers queries/ feedback on menu/ food, if required. Proactively mingle with dining passengers to obtain feedback, when possible. Supervise and guide the assistant chef in the correct preparation and presentation of food and ensure that the assistant chef achieves targeted completion time and quality standards. Assist in the rostering and deployment of assistant chef. (ii) The Sous Chef must meet the following criteria: Must have experience and proof of having worked in a similar capacity in a 5 Star or fine dining establishment with training in SHATEC or other equivalent institutions subject to SIA s approval. Able to cook Chinese and Continental cuisine. Able to create and design food presentation, similar to first class dining establishments, enthusiastically experiments with new flavours and interacts with passengers by suggesting recipes and giving cooking tips. An independent worker.
Page 9 of 11 Flexible in varying cooking style to suit passenger needs and creative in offering alternative dish in situations of ingredients shortage. Well-organized and responsible in maintaining a high standard of hygiene, proper food handling procedures and cleanliness at workstation. Well-groomed, neat and professional in appearance. Of pleasant, courteous and outgoing disposition, enjoys interacting with people and is proactively conversational. Able to converse well in English. Proficiency in another foreign language is preferred. 3. OTHER REQUIREMENTS OF THE CONTRACTOR 3.1 The Contractor must provide the necessary training for the staff to perform its duties (e.g. proper food & beverage handling, wait service, proper address etiquette, cleaning, safety and hygiene procedures, grooming, etc.) at the supplier s own costs. SIA will only provide where necessary training in the operational and service areas unique to SIA. SIA will not be required to pay the appointed Contractor any charge or costs for the staffs that are undergoing training by SIA or the Contractor. 3.2 The Contractor is required to provide smart uniforms for their staff, similar to First Class establishments. The costs will be borne by the Contractor, without any reimbursement from SIA. The uniform provided by the supplier for its staff must be approved by SIA. 3.3 The Contractor shall provide everything necessary, inclusive of equipment, detergent, hand towels etc. for the proper execution of the service. 3.4 The Contractor must monitor the performance and take disciplinary action on the staff appointed by them. SIA will request for staff to be replaced if they do not meet SIA s service quality levels and performance standards. 3.5 Replacement and/or reimbursement within 7 working days for urgent equipment and/or crockery belonging to SIA, broken by The Contactor s workers. For other items, replacement and /or reimbursement is to be carried out within 1 month from the incident, or as required by SIA. 3.6 SIA may, at any time during the Contract period, make variations from the original specification by giving the Contractor one-month notice in writing. 3.7 The Contractor must provide sufficient staff to cover meal breaks. 3.8 The Contractor will strive to provide additional manpower to cater to peak periods upon request. SIA will provide advance notification of no less than 1 day. 4. SERVICE STANDARDS 4.1 There should not be more than 3 written/verbal complaints received in a month covering: Service Attitude (staff is unhelpful, unfriendly, rude etc.; staff observed idling or chatting at workstation); and Work Performance (poor maintenance of buffet display area, nil staff presence at workstation, food displayed for too long, cutlery and glassware not displayed adequately, signage information not displayed to passenger, wrong information given, wrong/nil follow-up action, poorly prepared food, poor service etc.). 4.2 Liquidated damages imposition on service standards shall be imposed at 10% of the monthly contract value if the Contractor receives 4 or more written/verbal complaints in a month, or if they do not pass either of the audits below:
Page 10 of 11 Must pass 90% of monthly audits on a Service Checklist to be drawn up by SIA based on the Job Specifications provided in this tender. The service checklist includes misconduct for e.g., smoking, idling, etc. Must pass 90% of monthly audits on a Grooming & Uniform Standard Checklist to be drawn up jointly by the supplier/contractor and SIA. The Grooming & Uniform Standards will have to be approved by SIA. 5. LIQUIDATED DAMAGES ON STAFF SHORTAGE 5.1 Liquidated damages for failure to provide the required manpower and services will be imposed. These liquidated damages on staff shortage are over and beyond the liquidated damages imposed on service standards. Details of imposition of liquidated damages on staff shortage are as follows: The Contractor will provide the specified number of workers to carry out the attendant services within the specified time. If the Contractor fails to provide the specified number of workers, the Contractor will pay SIA liquidated damages at the rate of two times the cost per worker per day. If the Contractor s workers fail to report to work at the stipulated shift reporting time i.e. the workers report late, the Contractor will pay SIA liquidated damages at the rate of two times the cost per worker times the manpower hours lost. Staff is required to report for work at least 15 minutes before their shift to ensure smooth transition between shifts. 6. OTHER LIQUIDATED DAMAGES 6.1 Liquidated damages will be imposed on the following infringements as indicated in the table below. 6.2 These liquidated damages are over and beyond the liquidated damages imposed on service standards and staff shortage. S/N Description Amount in SGD Consumption of food and beverage belonging to SIA. Should they do so, each incident will incur Liquidated Damages of SGD Fifty (50) for each person. Ensure that food prepared and displayed are in accordance with number of passengers in the lounge and/or passenger load. Excessive preparation resulting in wastage of food is strictly not allowed. Failure to practise first-in-first-out for raw materials/ingredients/stock received for lounges F&B purposes Removal without authorization and/or steal any food, beverage, amenities, magazines, equipment etc. or any properties belonging to SIA. SGD50.00 for each person per incident. SGD200.00 for each incident. SGD200.00 per incident Failure to provide Non Resident Manager. SGD200.00 per day SGD1,000.00 per incident and police report will be raised immediately without negotiation. Failure to provide Supervisor. SGD100.00 per shift
Page 11 of 11 S/N Description Amount in SGD Falsification or misrepresentation of the attendance or deployment of Supervisor or other staff. SGD3,000.00 per occasion The Contractor s workers caught AWOL. SGD100.00 per occasion Failure to maintain cleanliness of buffet counters, and back of house food preparation area. Failure to maintain cleanliness of back of house food preparation area and equipment, including but not limited to chillers, ovens etc. SGD100.00 per occasion SGD100.00 per occasion (k) Failure to comply with hygiene practices SGD100.00 per staff per occasion (l) Failure to wear uniform. SGD100.00 per staff per occasion (m) Failure to wear clean uniform. SGD100.00 per staff per occasion (n) (o) (p) Failure to submit biometric data, daily attendance sheets and daily deployment sheets. Failure to submit Consumption Report by 5 th of the following month. Failure to submit Inventory Report by 5 th of the following month. SGD100.00 per shift. Non submission will result in nil payment of invoices. SGD300.00 per occasion SGD300.00 per occasion (q) Failure to comply with safety regulations. SGD100.00 per occasion (r) (s) (t) (u) (v) (w) Failure to comply with instructions of SIA staff and/or its airline representatives. Use of Workers who are unable to speak fluent English or who speak with thick accent. Use of inferior equipment and materials. Failure to replace and/or reimburse within 7 working days for urgent equipment and/or crockery belonging to SIA, broken by The Contactor s workers. Fighting between workers and/or passengers, SIA staff or its airline representatives Usage of personal mobile devices while on duty at stations visible to passengers, for example but not limiting to, chef stations SGD100.00 per occasion SGD300.00 per worker and immediate removal of the said worker. SGD1,000.00 per occasion and immediate replacement is required. SGD50.00 per day for each calendar day of delay from the 8 th working day onwards for purchase of urgent equipment and/or crockery. Others, within one month or as required by SIA. SGD1,000.00 per occasion and police report will be raised immediately without negotiation. SGD100.00 per incident