Res No 017-17-14818RESOLUTION NO.: 017-17-14818
A Resolution authorizing the City Manager to expend an amount not to exceed $6,450 to
Florida International University-Institute for Hospitality & Tourism Education & Research
for service excellence training.
WHEREAS, the City of South Miami wishes to provide the best service to its residents and
clients; and
WHEREAS, Florida International University through its Institute for Hospitality & Tourism
Education provides training in service excellence; and
WHEREAS, the City desires to provide on-going training program by having staff and
support personal complete train the trainer in service excellence; and
WHEREAS, the City by providing this training to a majority of management personnel and
line personnel wishes to create an environment of service excellence to provide the best customer
service experience to its residents and clients; and
WHEREAS, by providing train the trainer to its employees wishes to leave a legacy of a
service first atmosphere; and
WHEREAS, Article III, Section 5, H of the City Charter provides that all purchases in excess of
$5,000 shall be approved after competitive conditions have been maintained and competitive bids
sought from at least three different sources of supply if available, such determination to be made
by the Commission. It also provides that this subsection does not apply to the purchase of expert
services that have been approved by the City Commission.
WHEREAS, the quote in the amount of $6,450 provided by Florida International University is
for a train the trainer in service excellence program; and
NOW, THEREFORE, BE IT RESOLVED BY THE MAYOR AND CITY COMMISSION OF THE CITY
OF SOUTH MIAMI, FLORIDA THAT:
Section 1: The City Manager is authorized to expend an amount not to exceed $6,450 to
Florida International University-Institute for Hospitality & Tourism Education & Research. This
expenditure will be divided and charged to account # 001-1910-521-4080 Police Training &
Education and # 001-1330-513-4080 Human Resources Training.
Section 2: If any section clause, sentence, or phrase of this resolution is for any reason held
invalid or unconstitutional by a court of competent jurisdiction, the holding shall not affect the
validity of the remaining portions of this resolution.
Section 3: This resolution shall become effective immediately upon adoption.
Res. No. 017-17-14818
PASSED AND ADOPTED this 7th day of February ,2017.
APPROV~ fft MAY R
COMMISSION VOTE: 5-0
Mayor Stoddard Yea
Vice Mayor Welsh Yea
Commissioner Edmond Yea
Commissioner Liebman Yea
Commissioner Harris Yea
(,f) South~iami
TI:IE CITY Of PLEASANT LIVING
CITY OF SOUTH MIAMI
OFFICE OF THE CITY MANAGER
INTER-OFFICE MEMORANDUM
To: The Honorable Mayor & Members of the City Commission
FROM: Steven Alexander, City Manager
Agenda Item NO,:J!) DATE: February 7, 2017
SUBJECT:
BACKGROUND: .
VENDOR &
PROPOSAL AMOUNT:
A Resolution authorizing the City Manager to expend an amount not to exceed
$6,450 to Florida International University-Institute for Hospitality & Tourism
Education & Research for service excellence training.
The City of South Miami wishes to provide professional services to all its
residents and clients by creating and providing a·nd on-going training program in
service excellence. This program will provide employees with the skills needed
to provide a professional interaction with the public to optimize outcomes and
customer satisfaction.
This training "Service Excellence & Managing Service Excellence" will be
delivered in a classroom environment and will provide participants with the
skills to deliver this training to fellow employees. This train the trainer course
will be provided in two different program settings. One is specifically geared
towards supervisors to provide guidelines and concepts on "Managing for
Service Excellence" and the other course "Face to Face-Service Excellence" is
designed for staff and maintaining a professional training program to adopt a
culture of service within the City.
The program covers up to 50 employees and provides training to all managers,
staff and line personnel from the varying City Departments. The Police
Department and Human Resources Division will be sharing the cost of this
training since it impacts all City employees.
Based Article III, Section 5H of the City Charter provides that all purchases in
excess of $5,000 shall be approved, after competitive conditions have been
maintained and competitive bids sought from at least three different sources of
supply if available, such determination to be made by the Commission .. In
addition, this subsection of the charter provides for an exemption to the
required three bids for the purchase of expert services, which this qualifies, so
long as approved by the City Commission. .
VENDORS AMOUNT
FLORIDA INTERNATIONAL UNIVERSITY-$6,450
INSTITUTE FOR HOSPITALITY & TOURISM
EDUCATION & RESEARCH
(i)
SouthlMiami
THE CITY OF PLEASANT .1IVING
FUNO&
ACCOUNT:
ATTACHMENTS:
CITY OF SOUTH MIAMI
OFFICE OF THE CITY MANAGER
INTER-OFFICE MEMORANDUM
The total expenditure shall be divided to the Police Training & Education,
account number 001-1910-521-4080 and Human Resources Dvision Training,
account number 001-1330-513-4080.
Resolution with and without numbers
FlU Proposal
THE CITY OF PLEAS.,\NT LIVING
-
THE CITY OF PLEASANT LIVING
About Us -Florida International University
The Chaplin School of Hospitality & Tourism Management at Florida International University
(FlU) has maintained a consistent ranking as one of the top hospitality management schools in
the United States and has won international recognition. Each year, over 1500 undergraduate
and graduate students from every state in the United States and 70 countries choose FlU's
School of Hospitality and Tourism Management for its outstanding reputation, advantageous
locations, impressive faculty, rich curriculum, and fast-t~C!c'k career advantages in the
international hotel, foodservice and tourism industries>"'>" .
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As a division of the Chaplin School of Hospitality i3'~~ T~~rismM'anagement at FlU, The mission
of FlU's Institute for Hospitality & Tourism Educaiioh;~nd Research (lHTER) at the Chaplin
School of Hospitality & Tourism Managemen(i~·to.d~S~l9.p and deliver original and specialized
\ . . -'. -,-
training and curriculum development that serv~s"iDdhiidual corporate and non-profit entities
looking to elevate the skill level of theirJe_a{J1s tb~6ughout the organization. Companies
choose the institute for its outstanding/repUtation) focus on customization, impressive
facilitators and trainers, diverse stu~e'ntbQdy and industry experience.
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IHTER's capabilities include original and specialized training and curriculum development that serves individual
corporate and non-Profit entities looking to elevate the skill level of their teams throughout the organization.
Institute for Hospitality & Tourism Education & Research
A division of Chaplin School of Hospitality and Tourism Management, Florida International University
-
Service Excellence &
Managing for Service Excellence
Face to Face & Train -the -Trainer Delivery
THE CITY OF PLEASANT LIVING
The unquestionable goal of the hospitality industry is to meet and exceed the customer's
expectations. The minimum standard requires everyone must be ready, willing and able to serve
the customer. Can we ensure that every customer is delighted by every contact? Is it even
possible to please every customer?
In providing the tools needed to deliver quality service with eve,ry interaction, trainees walk
away with the skills and ability to always be polite and t~ctful .... ·;tobe a diplomat. A diplomat
uses clear communication, good mariners and a pleas~ht pe~sonalityto create positive
experiences with everyone he or she meets. Trainees ~illl,~arn how to put themselves in the
customers' place in order to anticipate their ne~.ds and resolve their problems.
The meaning and application of Service Excellence.in~PoliCe setting is decidedly different than
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what one comes to expect in a traditionalho~pitalitisetting. While the content of the course
will need to be adapted to a policing context, 'it is stilf.:important to understand the basic
principles that apply to all professional interactionvJith the public to optimize outcomes as much ' ..
as is humanly possible.
Topics include:)
• . Understanding "customer" experiel1c~s and expectations, dealing with difficult situations
with tact and diplomacy .
• Creating the building blocks for positive "customer" experiences.
• Anticipating "customer" needs and creating positive impressions
• Identifying opportunities
• Connecting and communicating effectively
• Consistently delivering the highest level of customer service
Delivery and follow through
• Wor.king as a team, superior performance standards, suggestive "selling" of ideas or
recommendations
Institute for Hospitality & Tourism Education & Research
A division of Chaplin School of Hospitality and Tourism Management, Florida Intemational University
-.
Service Excellence
Program Outline
• Introductions and Service Challenges
• Activity -Sharing Stories
• Presentation & Discussion:
• What is Service Excellence?
•
•
o The 3 B's
o Body Language·
o Skills of a Diplomat
Scenarios and What-If Questions
Practice Your Diplomacy Skills
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Leadership IManagi~~ .~or:·~erYi~~ Excellence
Pr()gram"Ou,tline .
• Service Leadership
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• Service Behaviors
High-Performing Teams" " . .~, •
Skills versus Motivation
,. •
• Personal Assessment ".
• Managing Performance
• Skill Practice
• Recognition
• Coaching
• Delegation.
• Preparing for Final Assessment
TNE CITY OF PLEASANT LIVING
These courses can include extensive skill practice and activities and offers a final
assessment option.
Institute for Hospitality & Tourism Education & Research
A division of Chaplin School of Hospitality and Tourism Management, Florida International University
-
THE CITY Of PLEASANT LIVING
This is a half day 4-hour program for Supervisors and above to explore the concepts and
strategies of managing the delivery of excellent service in all its forms and meeting standards
consistently. It is designed to be tal!ght by an outside trainer, assisted by one or more on-site
training professionals.
Includes:
Customization @$175/hour
Estimated 4 hours of curriculum review, extraction &(~sse~bly
4 Hour Session Delivery '.'
Total
$700
$1950
$2650
Condensed 2 hour delivery of ServiceExcell~ncepr~gramming for public-facing staff that
delivers executable tools for da.y.to day d~liverV of service in all of its forms. It is designed to be
taught by an outside trainer, as~i~ted by o~e or more on-site training professionals.
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Includes:
Customization @$17S/hour
Estimated 4 hours of curriculum review, extraction &. assembly
2 -2 to 4 Hour Sessions of 20-25 attendees each Delivery over two day period
Total
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$700
$3800
$4500
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Institute for Hospitality & Tourism Education & Research
A division of Chaplin School of Hospitality and Tourism Management, Florida International University
-
THE CITY OF PLEASANT UVIN(;
• Hospitality Skills -usually funded through a grant or a non-profit
• Skill development for unemployed and underemployed individuals
Courses include: ,
Banquet Setup training, FlU certificate and preparation for AHLEI
certification. .
Restaurant Server training and preparation for AHLEI certification .
. 1
Customer Service Excellence training and FlU certificate.
Front Desktraining and prepara~i9fi for AHLEI certification.
Guest Room Attendant training and preparation for AHLEI certification.
Professional Knife Skills . . )
Food Handler Certification (Serv5afe)
• CPR Training
,
\
• Package Pricing for catalogue" of IH'rER training programs
• Corporate Partnership program ,-integration of training and University
resources -Career Servic~s/lnt~rnships/EventsJ etc. with preferred pricing. ,
Thank You!
, ':1; "i, II 1;;( :: ,1,1,,: i i:(·\,! I
Olga Cormier
Associate Director
Business Development
ocormier@fiu.edu
305-919-4531
FlU
Institute for Hospitality
& Tourism Education
& Research
Institute for Hospitality & Tourism Education & Research
A division of Chaplin School of Hospitality and Tourism Management, Florida International University
CONTRACT FOR FlU POLICE TRAINING
The Board of Trustees
THIS CONTRACT, entered~to this __ day of 2017, by the CITY OF
SOUTH MIAMI through its Mana r, both of whom shall be her mafter referred to as the
"CITY" where applicable; locate at 6130 Sunset Drive, So th Miami, FL. , E-mail:
salexander@southmiamifJ.gov and Florida International University ith an office and principal
place of business located at 11200 S.w. 8th Street, Miami, Florida 33199, 305 -919 -4531, and
E-mail address of Ocormier@fiu.edu and (hereinafter called the "CONTRACTOR").
WITNESSETH:
WHEREAS, the CITY is in need of training for its police officers; and
WHEREAS, the CITY desires to retain CONTRAqOR to provide the required goods
and/or services based on CONTRACTOR's representations which reflect that CONTRACTOR Is
qualified and capable of providing said goods and/or services in a professional and timely
manner and in accordance with the CITY's goals and requirements; and
WHEREAS, CONTRACTOR has agreed to provide the required goods and/or services In
accordance with the terms and conditions set forth herein.
NOW, THEREFORE, in consideration of the mutual covenants and agreements herein
contained, the parties agree as follows:
1) Engagement of Contractor: Based on the representations of CONTRACTOR as set
out in the follOWing "checked" documents the CITY hereby retains CONTRACTOR to provide
the goods and/or services set forth in said proposal, quote or response to solicitation,
whichever is applicable, as modified by the Contract Documents, or as is otherwise set forth in
the Contract Documents defined below (all of which is hereinafter referred to as the Work").
(Check the box Immediately preceding the document described below to Indlcate'that such document is part of this
Contract)
[v] Contractor's proposal or quote.
2) Contract Documents: The Contract Documents shall include this Contract and the
following "checked documents", as well as any attachments or exhibits that are made a part
of any of the "checked documents".
(Check the box Immediately preceding the document described below to Indicate that such document Is part of this
Contract)
[v] Contractor's proposal or quote which is attached hereto and made a part, / ~
hereof by reference, ci>j k!tL }iy~L(l (llb?t-rJt>t. S-e·vlCI'A C.(;,,tfcj ;~ /lb{i1-' ~
'if
This Contract and the General Conditions to Contract, Supplementary Conditions, the
Solicitation, Scope of Services and "Other Documents", if any are "checked documents", shall
take precedent over the response to the CITY's Bid Documents, If any, or the proposal or the
quote, if any. The "checked documents" are attached hereto and made a part hereof by
reference.
3) Date of Commencement: CONTRACTOR shall commehce the performance of the
Work under this Contract on the date as set forth In a Notice to Proceed, or Purchase Order,
(hereinafter referred to as the "Work Commencement Date").
4) Primary Contacts: The Primary Contact Person in charge of administering this
Contract on behalf of the CITY is the City Manager ("Manager"), assistant Manager, or the
Manager's designee, who shall be designated in a writing signed by the Manager. The Primary
Contact Person for CONTRACTOR and his/her contact information is as follows: Name: Olga
Cormier at the phone number and addresses set forth above.
5) Scope of Services: The goods and/or services to be provided are as set forth in
the "checked documents".
Thomns F. r~pc 20 I G
07129116
Page -1-of 3
6) Compensation: The CONTRACTOR's compensation for CONTRACTOR's
performance under the terms and provisions of this Contract, as set out in ~ONTRACTOR's
proposal or quote. eIther party
7) Termination: This Contract may be terminated without cause by tMe~TY with 30
days of advanced written notice. This provision supersedes and takes precedence over any
contrary provisions for termination contained In the Contract Documents.
8) Applicable law and Venue: Florida law shall apply to the interpretation and
enforcement of this Contract. Venue for all proceedings shall be in Miami-Dade County,
Florida.
9) Duties and Responsibilities: CONTRACTOR shall comply with all applicable laws,
ordinances, codes, rules, regulations, and health and safety standards of any governmental
body having jurisdiction over any matter related to this Contract or the goods and/or services
to be performed hereunder, and shall commit no trespass on any private property in
performing any of the work embraced by this Contract. Each and every provision and/or
clause required by law to be inserted in this Contract shall be deemed to be inserted herein
and this Contract shall be read and enforced as though such provisions and/or clauses were
included herein.
10) Change Orders: No additional Work or extras shall be done unless the same is
duly authorized in writing and in advance of the work by appropriate action by the City
Manager and In accordance with the Contract Documents.
11) Licenses and Certifications: Contractor shall secure all necessary business and
professional licenses at its sale expense prior to executing this Contract or commencing the
Work.
12) Insurance, Indemnification & Bonding: CONTRACTOR shall comply with the
insurance, indemnification and bonding requirements set forth in the Contract Documents.
13) Jury Trial Waiver: The parties waive their right to jury trial.
14) Entire Agreement, Modification, and Non-waiver: The Contract Documents
constitute the entire agreement of the parties and supersedes any prior agreements, written
or oral. The Contract Documents may not be modified or amended except in writing, signed by
both parties hereto and if this Contract is required to be approved by the City Commission, all
amendments thereto must be approved in the same manner and with the same formality as
this Contract. The Contract Documents, in general, and this paragraph, in particular, shall not
be modified or amended by any acts or omissions of the parties. No failure to exercise and no
delay in exercising any right, power or privilege shall operate as a waiver. No waiver of the
Contract Documents, in whole or part, including the provisions of this paragraph, may be
implied by any act or omission.
is} Public Records: CONTRACTOR and all of its subcontractors are required to comply
with the public records law (s.119.0701) while providing goods and/or services on behalf of
the CITY and the CONTRACTOR, under such conditions, shall incorporate this paragraph In all
of its subcontracts for this Project and shall: (a) Keep and maintain public records required by
the public agency to perform the service; (b) Upon request from the public agency's custodian
of public records, provide the public agency with a copy of the requested records or allow the
records to be inspected or copied within a reasonable time at a cost that does not exceed the
cost provided in this chapter or as otherwise provided by law; (c) Ensure that public records
that are exempt or confidential and exempt from public records disclosure requirements are
not disclosed except as authorized by law for the duration of the Contract term and following
completion of the Contract if CONTRACTOR does not transfer the records to the public
agency; and (d) Upon completion of the Contract, transfer, at no cost, to the public agency ali
public records In possession of CONTRACTOR or keep and maintain public records required by
the public agency to perform the service. If CONTRACTOR transfers aU public records to the
Thomas F. Pepe 2016
07/29/16
Page -2 -of 3
public agency upon completion of the Contract, CONTRACTOR shall destroy any duplicate
public records that are exempt or confidential and exempt from public records disclosure
requirements. If CONTRACTOR keeps and maintains public records upon completion of the
Contract, CONTRACTOR shall meet all applicable requirements for retaining public records. All
records stored electronically must be provided to the public agency, upon request from the
public agency's custodian of public records, in a format that is compatible with the
information technology systems of the public agency,
IF CONTRACTOR HAS QUESTIONS REGARDING THE
APPLICATION OF CHAPTER 119, FLORIDA STATUTES, TO
THE CONTRACTOR'S DUTY TO PROVIDE PUBLIC RECORDS
RELATING TO THIS CONTRACT, CONTACT THE CUSTODIAN
OF PUBLIC RECORDS AT 305-663-6340; E-mail:
mmenendez@southmiamifl.gov; 6130 Sunset Drive, South Miami, FL
.33143. it~ @
16} Drug Free Workplace. CONTRACTOR shall comply with t+Ii> Drug Free Workplace ;"lrTIAL
policy s.e.t.~ffi~~€-f.Wt-ef~tttfl.AAffiA:ti.'~.flef5&flfte+Maft!:tttl which is made a part of this Q
Contract by reference,
17) Transfer and Assignment. None of the work or services under this Contract shall
be subcontracted or assigned without prior written consent from the CITY which may be
denied without cause.
18) Notices. All notices given or required under this Contract shall be deemed
sufficient if sent by a method that provides written evidence of delivery, including e-mail and
facsimile transmission and delivered to CONTRACTOR or his designated contact person,
Return of mail, sent to the address contained herein for the parties or their contact persons,
as not deliverable or for failure to claim the mail shall be deemed received on the date that
the mail is returned to sender.
IN WITNESS WHEREOF, the parties, have executed this Contract, on or before the
date first above written, with full knowledge of its content and significance and intending to
be legally bound by the terms hereof, The Florida International University
Witnessed:
By: __ _
Thomas F. I'cpc 2016
0712911(,
Page -3 -of 3
[individual or entity's name) Board of Trustees
r"'----;;",;-' ~ ~-? ~,.--~~~
By: ~) ~ f..,
ElizaFWth M. Bejar> vIce "President, Academic ~'r
Affairs
[name of signatory]
# IHTER050420170C
AGREEMENT FOR SERVICES
THfS AGREEMENT ("Agreement") is dated March 16,2017, by and between The Florida International
University Board of Trustees ("FlU"), on behalf of the Chaplin School of Hospitality and Tourism
Management's Institute for Hospitality and Tourism Education and Research (hereinafter referred to as
"IHTER"), whose address is 3000 NE 151 Street, North Miami, FL 33181 and City of South Miami
whose address is 6130 Sunset Drive South Miami, Fl. 33143 (hereinafter referred to as "USER").
WHEREAS, rHTER desires to provide educational services to USER, upon the terms and
conditions set forth herein; and
WHEREAS, the parties hereto desire to reduce the terms of their agreement to a writing.
NOW THEREFORE, in consideration of the mutual obligations in this Agreement, and for
other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged,
the parties agree as follows:
A. OBLIGATIONS OF IRTER:
I. IHTER agrees to provide Service Excellence Training as detailed in Appendix A. An
addendum will be required for any additional staff, hours, days or events requested outside of
these parameters.
2. IHTER's failure to perform any term or condition of this Agreement as a result of conditions
beyond its control such as, but not limited to, war, strikes, fires, floods, hurricanes, tropical
storms, acts of God, governmental restrictions, and power failures, shaIl not be deemed a breach
of this agreement.
B. OBLIGATIONS OF USER:
I. The USER must return the signed Agt'eement by March 30, 2017 with the payment in order to
confirm the services. All services to be provided must be confirmed on or before this date. If
IHTER does not receive the signed Agreement and required payment on or before the deadline
clale, the services will not be provided.
2. The USER will provide the IHTER with the event space and materials deemed necessary for the
event execution.
C. PAYMENT TERMS AND PROCEDURES:
I. The USER will make the check payable to Florida International University and reference
#IHTER050420170C in the memo section. The signed contract and deposit must be delivered
to the following:
Florida International University
c/o Institute tor Hospitality and TOllrism Education and Research
3000 N,E, 151 sl Street, HM #361
North Miami, FL 33181
Phone: 305,919.4138
Fax: 305.919.4423
ihler@fiu.edu
# IHTER050420170C
2. The USER will pay lI-fTER for services provided by check, wire transfer, credit card or money
order.
3. The USER will pay IHTER all associated fees with any return check(s}.
4. The USER agrees to make all tinal payments which mllst be received by IHTER one (I) week (5
business days) prior to the date of the serv ice.
D, ADDITIONAL PROVISIONS:
I. FOI'ce Majeure. The parties shall not be held liable for any failure or delay in the performance
of this Agreement that arises from an act of force majeure including, without limitation, acts of
God, nrc, f1ood, earthquake, accident, civil disturbance, war, embargoes, strikes or labor
problems, acts of government, or for any other cause of the smne character which is unavoidable
through the exercise of due care and beyond the reasonable control of the parties. Failure to
perform shall be excused dul'ing the continuance of sllch circumstances, but this Agreement shall
otherwise remain in effect. [n the event that, as a I'estilt of a force majeure event as described
above, either party is unable to perform its obligations under this Agreement for a period in
excess of three (3) months, the other party may, at its option, terminate this Agreement,
2. Indemnification. USER shall indemnify, defend and hold FlU, The Florida International
University Board of Trustees, the Florida Board of Governors and the State of Florida, its
trustees, officers, directors, employees and agents harmless against any claim, including costs
and reasonable attorney's fees, in which FIU is named as a result of the negligent or intentional
acts or failure to act by USER, its employees or agents (including subcontractors), while
performing its obligations pursuant to this Agreement. Nothing herein is intended to alter or
waive the FlU's entitlement to sovereign immunity, or to extend the FlU's liability beyond the
limits established in Section 768.28, Pia, Stat.
3. Independent Contl'actol', In the performance of their obligations under this Agreement, each
party is at all times acting and performing as an independent contractor with respect to the other
party, and no party shall have or exercise !lny control or direction over the method by which the
other party shall perform such work 01' render or perform slIch services and functions, [t is
further expressly agreed tlmt no work, act, commission 01' omission of any palty, its agents,
servants 01' employees, pursuant to the terllls and conditions of this Agreement, shall be
construed to make 01' render any party, its agents, servants or employees, an agent, servant,
represent!ltive, or employee of, 01' joint venture with, the other party,
5, Non-Exclusivity. This Agreement is non-exclusive, both parties having the right to enter into
similar agreements with other parties.
2
# IHTER050420170C
6. Enforceability. In the event that one or more of the provisions of this Agreement shall fOl' any
reason be declared unenforceable under the laws or regulations of the State of Florida, such
pl'ovision will not have any effect on the validity of the remainder of this Agreement which shall
be construed as if such unenforceable provision was never contained in this Agreement.
7. Term. The term of this Agreement shall be for the duration of the Program or until all the
obligations of tile parties are fulfilled, whichever occurs later. The Agreement becomes effective
upon its signature by both patties.
8, Breach. Tn the event of a breach of this Agreement by either party, the non-breaching party shall,
at this option, cancel this Agreement by forwarding notice of same to the other at the addresses
citied. in the first paragraph above. Upon such notice, neither party shall be liable to the other for
any liquidated or non-liquidated damages under this Agreement other than accrued compensation
owed to IHTER hereundel',
9. Waivers. It is expressly understood that if either paIiy, on any occasion, fails to perform any
term of this Agreement, and the other party does not enforce that term, the failure to enforce on
that occasion shall not constitute a waiver of that term by the other party. No waiver of any
provision of this Agreement shall be deemed or shall constitute a waiver of any provision, nor
shall such waiver constitute a continuing waiver unless otherwise expressly stated.
10. No Implied Modifications. This Agreement sets forth the full and complete agreement of the
parties, and both parties warrant that there have been no promises, obligations or undertakings,
ora! or written, other than those set forth herein.
II. Modification. This Agreement cannot be amended or otherwise modified except as agreed to in
writing by each of the parties hereto.
12. Governing Law. The statutory, judicial and other laws of the State of Florida shall govern the
interpretation, construction, performance and enforcement of this Agreement. In the event of any
legal or equitable action arising under this Agreement, the venue of sllch ~ction shall lie
exclusively within the state coulis of Florida located in Miami-Dade County, Florida, or the
United States District Court for the Southern District of Florida. and the parties hereto
specifically waive any other jurisdiction and venue.
13. Assignment. Neither party may assign, delegate or otherwise transfer any of its rights, duties or
obligations under this Agreement without the prior written consent of the other party.
14. Termination for Conyenience. This Agreement may be terminated by fHTER at any time and
for any reason, upon no less than thirty (30) days notice prior written notice, to the other party,
Such written notice shall specify the exact date of termination.
15. Notices. All notices required or permitted to be given under this Agreement shall be in writing
and shall be either personally delivered or sent by nationally-recognized overnight courier,
facsimile or by registered or certified U.S. mail, postage prepaid, addressed to the parties as set
3
# IHTER050420170C
forth on page 1 hereof (except that a party may. ii·om time to time, give notice changing the
address for this purpose).
16. Appen(lix A is hereby attached and incorporated by reference.
IN WITNESS WHEREOF. the parlies have caused this Agreement to be executed by their duly
authorized officers.
The Florida International Univel·sity
Board ofTl"lIstees
Elizabeth M. Bejar
Vice Pl·esident -Academic Affairs
Date: _______ _
Approve. as to form
and legality
~ -~ &(6([0:=/
F.J.U. Attorney
IInsert "USER" Name Herel
t..J ... 1?-17 Date: -~Lf--__ .) __ -'--____ _
4
# IHTER050420170C
APPENDIX A
Description
Face to Face/TrahHhc-Trainer-Service Excellence
Condensed 2-hour delivery of Service Excellence programming for public-facing staff that
delivers executable tools for day to day delivery of service in all of its forms. rt is designed to be
taught by an FIU certified trainer, assisted by one or more on-site training professionals.
2 sessions of 2 -4 Hour training of20-25 attendees each session over two-day period $3,800
Face to FacelTrain-tbe-Trainer -Managing for Service Excellence
4·6 hour program for Supervisors and above to explore the concepts and strategies of managing
the delivery of excellent service in all its forms and meeting standards consistently. It will be
taught by an FlU certified trainer, assisted by one or more on-site training professionals.
4 Hour Session Delivery
Customization
Curriculum review, extraction, assembly of both programs (discounted rate)
Total Program (2-day engagement + Customization of both programs)
Payment Schedule:
1 st Deposit due upon signing agreement (March 30, 20 t 7)
Balance due I week prior to start of program (Apl"il 27, 2017) .
5
$1,950
$700
$6,450
$3,226
$3,224
Institute for Hospitality & Tourism Education & Research
FLORIDA INTERNATIONAL UNIVERSITY
Service Excellence
Gerson Puig, M.Ed. Face to Face Delivery, Instructional Design, and Facilitation Services
Scope of Services
Contracted Service Dates: May 11 and May 18, 2017
The following scope of services will be provided throughout the terms of vendor contract:
Facilitate Discovery Session with Client via conference call
Instructional Design
Adapt and customize Face to Face Service Excellence Program for City of South Miami audience with the
following components:
• Course Content
• PowerPoint slides for presentation
• Presenter slideS/Trainer's guide
• Participant workbook
Program Delivery/Facilitation
• Deliver Customer Facing program
• Deliver Train the Trainer session
• Activities management
• Time management
Compensation:
The total compensation of this scope of services will not exceed the amount of $1,500.
Payment Schedule:
• Upon fully executed of the vendor contract of this scope of services, Gerson Puig will submit the
invoice of the design and facilitation services.
• Once reviewed and approved, the payment will be issued within 7·10 business days after
services have been provided by Mr. Puig.
Please review, sign and return to Olga Cormier at ocormier@fiu.edu by May 2,2017.
Signature Date
Florida International University
Institute for Hospitality & Tourism Education & Research
Biscayne Bay Campus, North Miami, Florida 33181-3000
Tel: 305·919·4531. Fax: 305·919·4423 • ihterJiu.edu • E·mail: ihter@fiu.edu
Florida International University Is an Equal Opportunity/Access Employer and Institution. TOO via FRS 1·800·955·8771