24-hour reception, support and reservation management for the Don Quijote Military Residence

Summary

The tender covers an integrated reception, reception-support and reservation-management service for the Don Quijote Military Residence in Madrid. The contractor must provide an on-site reception presence 24 hours a day, every day including public holidays, and handle guest check-in and check-out, information and telephone enquiries, incidents, access control, billing and use of the accommodation-management software. The service also includes arranging access to the library, sports and leisure facilities and parking, as well as routine administrative support. One additional reception-support employee is required Monday to Friday, 07:00–15:00, excluding public holidays. Two employees will manage reservations on weekdays: Monday and Tuesday, 07:00–15:00; Wednesday and Thursday, 07:30–15:00; and Friday, 07:30–14:00. They will manage individual and group bookings, availability, rates, changes and cancellations, respond to customers, and prepare occupancy reports and lists. The contractor must provide cover for absences and maintain uninterrupted service; replacements for sickness absence must be arranged within 24 hours. The contracting authority may request extraordinary additional service with at least 12 hours’ notice. The contract runs from 1 March 2027, or from a later contract-signing date, until 28 February 2028, with an option to extend for one year. The estimated annual contract price is EUR 349,658.12 excluding VAT, with a maximum budget of EUR 423,086.33 including VAT. The bid must cover the complete service, and bids above the ceiling will be rejected. Price carries up to 49 points and quality up to 51 points. Quality points are available for offering a practical first-aid course to all reception staff and a reception and customer-service course to all reception, support and reservations staff (20 points each; the courses must be delivered within three months of contract award), and for an annual 20-hour support-hours allowance (11 points). The bid must be submitted electronically in accordance with the 15-day period stated in the tender documents. The contract is not divided into lots. The documents also provide information on transfer requirements affecting eight existing employees. Tenderers must demonstrate the required financial and technical capacity and hold the specified management and security certificates. Reception and support staff must have tourism-related or equivalent training, at least one year of hotel reception or reservations experience, Spanish-language ability and documented English proficiency at A1 level or higher. Reservations staff must additionally hold a higher vocational qualification in tourist accommodation management or equivalent, have at least two years of verifiable hotel reservations experience and demonstrate competence in the SUITE software. The successful tenderer must provide a definitive guarantee equal to 5% of the final price excluding VAT and liability insurance with cover of at least EUR 800,000.