Concessions Mystery Shopper Program

The Authority is seeking Responses from qualified Respondents to develop and administer mystery shopper program services and reports to ensure Airport concession locations maintain the Authority's service values; to provide First Class standards of service for Retail, food and beverage service, and passenger amenity service industries; and to provide products in a clean, attractive, and pleasant atmosphere.

Background

The Authority is interested in obtaining the professional services needed to develop and administer a Concession Mystery Shopper Program at the Airport. There are 9 operators for 34 food and beverage and 32 Retail, duty-free, and passenger concessions. The Awarded Respondent would be required to:

• Understand current conditions;
• Identify service improvement priorities to guide resource allocation decisions;
• Understand the impact of service quality initiatives and investments;
• Reward excellence in customer service; and
• Pinpoint areas for improvement.

The Authority was created in 1945 and is an independent special district governed by the Hillsborough County Aviation Authority Act, Chapter 2022-252, Laws of Florida (Act). This Act provides that the Authority will have exclusive jurisdiction, control, supervision and management over all publicly-owned airports in Hillsborough County.

The Airport is a major economic driver for the Tampa Bay region and is the gateway to the west coast of Florida. The Airport is consistently ranked among the world’s most beloved airports, serving more than 25 million annual passengers with routes to more than 100 nonstop destinations. The Airport has received top awards at the state, national, and international level, including being ranked the #1 Large Airport in North America by J.D. Power in 2022 and 2023, as well as the #1 Large Airport in USA Today’s 10Best Readers’ Choice Awards in 2024. The Airport has now completed several projects in the largest construction program in its history with a major Main Terminal renovation, 66 shops and restaurants (completed in February 2019), a 1.4-mile automated people mover extending to a multi-level Rental Car Center, award-winning Express Curbsides for faster passenger drop-off and pick-up, a nine-story office complex, and numerous new public art installations including a world-famous 21-foot pink flamingo sculpture in the Main Terminal. In late 2024, the Airport broke ground on a new 16-gate terminal, Airside D, which is expected to be completed in 2028.

The Airport is currently served by more than twenty (20) commercial airlines operating from four (4) Airside Terminals: Airside Terminal A with sixteen (16) gates; Airside Terminal C with sixteen (16) gates; Airside Terminal E with thirteen (13) gates; and Airside Terminal F with thirteen (13) gates. During the Authority Fiscal Year ending September 30, 2025, the Airport served over twenty-five (25) million passengers and generated revenues totaling $483.1 million. The Authority expects to handle 24.5 million passengers in Fiscal Year 2026.

The Authority is a self-supporting organization and generates revenues from Airport users to fund operating expenses and debt service requirements. Capital projects are funded through the use of bonds, short-term financing, passenger facility charges, State and Federal grants and internally generated funds. Although empowered to levy ad valorem property taxes, the Authority has not collected any tax funds since the early 1970s.

The background information provided in this Section is intended only to give prospective Respondents a brief familiarization with the Authority and the Airport. All Airport data provided as part of this Solicitation is for informational purposes only and should not be construed as a guarantee of business. The information shown herein has been obtained from sources considered to be reliable. However, the Authority and its Board, officers, employees, agents, and contractors are not liable for the accuracy of the information or for its use by Respondent. Respondent must examine and inspect this Solicitation and all its appendices, attachments, and exhibits to be knowledgeable of the requirements and terms and conditions. Respondent must independently evaluate circumstances and conditions that may affect its Response and its ability to provide the required Services.

The Authority mission and vision statements, found on the Authority website at www.TampaAirport.com > Business & Careers > Business Opportunities > Supplier Resources > About the Team, will serve as the platform to guide the Awarded Respondent in providing Services.

Project Details

• Department: Concessions
• Department Head: Laurie Noyes (Vice President of Concessions and Commercial Parking)

Important Dates

• Questions Due: 2026-06-05T21:00:00.000Z
• Answers Posted By: 2026-06-12T21:00:00.000Z
• Pre-Proposal Meeting: 2026-06-03T18:30:00.000Z — In Person: Conference Room SC4-C3 - SkyCenter OR Microsoft Teams ® Call-In: +1 813-694-2596 Conference ID: 966 136 182# Click here to join the Microsoft Teams Meeting: https://teams.microsoft.com/meet/24443050398605?p=zPTfK9eoRD1Y0xc7MU

Meetings & Milestones

Addenda

• Official Notice #1: Notice of Public Meetings - Mystery Shopper Program RFP (released 2026-05-26T19:40:00.349Z) —

  Notice of Public Meetings - Mystery Shopper Program RFP

Evaluation Criteria

• Respondent and Respondent's Team’s Overall Experience and Background (30 pts) —

  The evaluation of the Respondent includes, at a minimum:

  a)  Respondent's overall experience and background providing the Services at an airport, shopping center, or national brand corporation involving food and beverage and Retail services;

  b)  Organizational structure;

  c) Memberships, including but not limited to, the Mystery Shopping Providers Association (MSPA);

  d) Certifications, including but not limited to, the International Organization for Standardization (ISO);

  e) Any circumstance in which the Respondent failed to complete a contract or was terminated early from any contract prior to the completion of the contract;

  f) Any circumstance in which a surety has paid for completion or termination of a contract on the Respondent's behalf;

  g) Proposed Project Manager's overall experience and background providing the Services at an airport, shopping center, or national brand corporation involving food and beverage and Retail services; and

  h) Proposed Project Manager resides in the state of Florida.

  Additional Consideration:

  a) Feedback from client references.

• Methodology and Approach (45 pts) —

  The evaluation of the Respondent includes, at a minimum:

  a) Respondent’s proposed methodology and approach to the provision of Services, including but not limited to, a dedicated business intelligence team able to combine all data types into one advanced analytics platform and offer a consultative approach for improvements based on the findings;

  b) Respondent's and/or Shopper's capacity (Shopper availability) to provide Services; 

  c) Detailed plan for Shopper recruiting, screening, training, and scheduling;

  d) Example of evaluation forms and reports; and

  e) Conducting and providing sample(s) of the Services completed in the Airport's Main Terminal for Retail, Newsstand, and Quick Serve Meal.

  Additional Consideration:

  a) Feedback from client references.

• Interviews (10 pts) —

  The evaluation of the Respondent includes, at a minimum:

  a) Knowledge demonstrated by the Respondent’s representatives who attend the interview; and

  b) Creativity of the conceptual ideas and vision for the Services.

  Additional Consideration:

  a) Presentation style which includes interactions among Respondent’s representatives; and

  b) Communications with the technical evaluation committee.

  NOTE: Clarification of information submitted in the Response that is provided in the interview can have an effect on the scores and rankings for other evaluation criteria previously scored.

• Fees (15 pts) —

  The fees proposed by the Respondent in the Cost Proposal will be based on a mathematical calculation to obtain scoring for each Response relative to the other Responses received. The focus will be on the Respondent's Service Fee, as evaluated relative to the other proposed rates.

• Revenue (10 pts) —

  The revenue proposed by the Respondent in the Cost Proposal will be based on a mathematical calculation to obtain scoring for each Response relative to the other Responses received. The focus will be on the Respondent's <proposed hourly service rates>, as evaluated relative to the other proposed rates.

Submission Requirements

• Minimum Qualifications —

  Minimum qualifications have been established as a basis for determining the eligibility of each submitted Response. A submitted Response will be determined non-responsive and will not be considered unless sufficient documentation is provided to determine whether the Respondent meets the minimum qualifications listed below:

• Respondent is registered with the Florida Department of State, Division of Corporations to do business in the State of Florida. (www.sunbiz.org) (required)
• Respondent confirms that, if awarded by the Board, Respondent will register with PaymentWorks and select one of the Authority's electronic payment methods. (required)
• Respondent is NOT listed on the Florida Department of Management Services, Convicted Vendor List as defined in Section 287.133(3)(d), Florida Statutes. (https://www.dms.myflorida.com/business_operations/state_purchasing/state_agency_resources/vendor_registration_and_vendor_lists/convicted_vendor_list) (required)
• Respondent confirms it has the ability to obtain the insurance coverage and limits as required in Attachment A, Sample Contract for Concessions Mystery Shopper Program. (required)
• Respondent confirms it has the ability to obtain the insurance coverage and limits as required in the Solicitation Documents. (required)
• Respondent is NOT listed on the Scrutinized Companies with Activities in Sudan List or the Scrutinized Companies with Activities in the Iran Terrorism Sectors List or has business operations in Cuba or Syria, as detailed in the Solicitation Documents. (https://www.sbafla.com/governance/global-governance-mandates/) (required)
• Respondent has completed the Respondent Experience Form to demonstrate the Respondent has at least five (5) years' experience, for the period of January 1, 2017 to the present, developing evaluation forms and service guidelines, and recruiting, training, scheduling, and monitoring mystery shoppers for an airport, shopping center, or national brand corporation involving food and beverage and Retail services. —

  Please download the below documents, complete, and upload.

• Respondent has completed the Project Manager Experience Form to demonstrate the proposed Project Manager has at least three (3) years' experience for the period of January 1, 2020 to the present, developing evaluation forms and service guidelines and recruiting, training, scheduling, and monitoring mystery shoppers for an airport, shopping center, or national brand corporation involving food and beverage and Retail services. —

  Please download the below documents, complete, and upload.

• Respondent meets the SBE requirements as stated in the Solicitation and has completed the SBE Assurance and Participation forms. (required) —

  Please download the below documents, complete, and upload.

• Respondent meets the DBE requirements as stated in the Solicitation and has completed the DBE Assurance and Participation form. (required) —

  Please download the below documents, complete, and upload.

• Respondent meets the ACDBE requirements as stated in the Solicitation and has completed the ACDBE Assurance and Participation form.* Please download the below documents, complete, and upload. (required) —

  Please download the below documents, complete, and upload.

• Respondent had a representative sign-in and attend the Mandatory Pre-Solicitation Conference or had a representative attend the Mandatory Pre-Solicitation Conference on-line via Microsoft Teams®. (required) —

  NOTE: To be considered as attending the Mandatory Pre-Solicitation Conference, the prospective Respondent must have signed in on a sign-in sheet prior to the start of the Mandatory Pre-Solicitation Conference or signed in to Microsoft Teams® and be identified by the Procurement Agent at the start of the Mandatory Pre-Solicitation Conference.

  Provide the name of Respondent’s representative who attended the Mandatory Pre-Solicitation Conference in-person or via Microsoft Teams®

• Respondent had a representative sign-in and attend the Mandatory Site Tour. (required) —

  NOTE: To be considered as attending the Mandatory Site Tour, a prospective Respondent must have signed in on a sign-in sheet prior to the start of the Mandatory Site Tour.

   

  Provide the name of Respondent’s representative who attended the Mandatory Site Tour.

• Respondent has submitted the Proposal Guaranty as detailed in the Solicitation. (required) —

  Please attach a copy of the original bank certified or cashier's check or a bid bond.

  The original bank certified or cashier's check or bid bond must be mailed to:

  Hillsborough County Aviation Authority, Attn: Procurement, P. O. Box 22287, Tampa, Florida 33622

• Respondent confirms Respondent will complete the Authority Information Technology Services security questionnaire within seven (7) calendar days upon request by the Authority. (required)
• Respondent has completed the Foreign Country of Concern Attestation and confirms that it will provide its latest System and Organization Control 2 Type 2 (SOC 2 Type 2) report prepared by a qualified, licensed, and independent CPA firm or agency accredited by the American Institute of Certified Public Accountants (AICPA) if recommended for award. (required) —

  Please download the below documents, complete, and upload.

• Required Forms —

  Respondent must complete and submit the information requested below.

• Respondent has completed and submitted the Respondent Information Form. (required) —

  Please download the below documents, complete, and upload.

• Respondent proposes the following individual as the Project Manager. The Project Manager is the Respondent’s representative responsible for recruiting, training, and scheduling Shoppers; ensuring all Services are conducted as agreed upon in the Contract; and serving as the main point of contact for all mystery shopping activities at the Airport. (required) —

  Provide the name, title, office mailing address, phone number and email address for the proposed Project Manager.

• Attest if the Respondent provides services to anyone related to or employed by the Hillsborough County Aviation Authority (Authority), including Authority Board members. (required)
• If yes, provide a detailed explanation.
• Attest if the Respondent employs any individual related to an employee of the Authority, including Authority Board members. (required)
• If yes, provide a detailed explanation.
• Has your organization been cited, investigated, or penalized for failure compensate employees, workers, subcontractors or other third-party providers in the past five years?
• If yes, provide a detailed explanation.
• Has Respondent ever been involved in a bankruptcy or financial reorganization? (required)
• If yes, provide a detailed explanation.
• Is Respondent involved in any current or pending litigation? (required)
• If yes, provide a detailed explanation.
• Respondent has completed and submitted the Scrutinized Company Certification Form. (required) —

  Please download the below documents, complete, and upload.

• Respondent has completed and submitted the Acknowledgement of Response Form. (required) —

  Please download the below documents, complete, and upload.

• Respondent has completed and submitted the Signature Authority Form. (required) —

  Please download the below documents, complete, and upload.

• Respondent has completed and submitted the SBE Assurance and Participation Form. (required) —

  Please download the below documents, complete, and upload.

• Respondent has completed and submitted the ACDBE Assurance and Participation Form. (required) —

  Please download the below documents, complete, and upload.

• Respondent has completed and submitted the Affidavit of Compliance with Anti-Human Trafficking Laws. (required) —

  Please download the below documents, complete, and upload.

• Respondent has provided their W-9. (required)
• Evaluation Criteria - Respondent and Respondent's Team’s Overall Experience and Background
• Describe the Respondent’s overall experience and background providing the Services at an airport, shopping center, or national brand corporation involving food and beverage and Retail services. (required)
• Provide an organizational chart that delineates the Respondent’s Personnel structure as well as the various positions that are proposed to perform the required Services such as the proposed Project Manager. The organizational chart should demonstrate how each position relates to the other positions in the Respondent’s organization up to the corporate level. (required) —

  NOTE: This may involve one or more organizational charts as necessary to provide the required information. Include the title, name, and physical location of all listed Personnel.

• Provide documentation to support Respondent’s memberships, including but not limited to, the Mystery Shopping Providers Association (MSPA). (required)
• Provide documentation to support Respondent’s certifications, including but not limited to, the International Organization for Standardization (ISO). (required)
• Has the Respondent failed to complete a contract or been terminated early from any contract prior to the completion of the contract? (required)
• If yes to the question above, please provide additional details.
• Has a surety paid for completion or termination of a contract on the Respondent’s behalf? (required)
• If yes to the question above, please provide additional details.
• Describe the proposed Project Manager’s overall experience and background providing the Services at an airport, shopping center, or national brand corporation involving food and beverage and Retail services. (required) —

   

   

• Does the proposed Project Manager reside in the state of Florida? (required)
• Miscellaneous Documents —

  Respondent may use this area to attach miscellaneous pictures, documents, etc. to provide additional background information for this criterion.

• Evaluation Criteria - Methodology and Approach
• Describe the Respondent’s methodology and approach to the provision of Services, including but not limited to, a dedicated business intelligence team able to combine all data types into one advanced analytics platform and offer a consultative approach for improvements based on the findings. (required)
• Describe Respondent's and/or Shopper's capacity (Shopper availability) to provide Services. (required)
• Provide a detailed plan for Shopper recruiting, screening, training, and scheduling. (required)
• Provide an example of evaluation forms and reports.
• Describe how Respondent will conduct and provide sample(s) of the Services completed in the Airport's Main Terminal for Retail, Newsstand, and Quick Service Meal. (required)
• Miscellaneous Documents —

  Respondent may use this area to attach miscellaneous pictures, documents, etc. to provide additional background information for this criterion.

• Are we purchasing goods or services? (required)
• Will Purchase Orders or a Contract be utilized as part of ward? (required)
• Is a Pre-Solicitation Conference required? (required) —

  Select the appropriate response.

• Is there a site tour? (required)
• Does this solicitation require a Proposal Guaranty? (required)
• Is the Contract to be awarded in excess of $100,000? (required)
• Is this a Concessions Contract? (required)
• Type in the type of interview or presentation (required) —

  For example: Interview, Demonstration, Presentation, etc.

• Will the Respondent be required to provide a representative responsible to the contract? If so, please enter the title. (required) —

  i.e., Project Manager, Principal Consultant, etc.

• Will Work Orders be utilized for this contract/solicitation? (required)
• Select from the below to include the appropriate SBE or ACDBE participation. (required)
• If a SBE or ACDBE goal is required for this solicitation, enter the percentage. (required)
• Scope of Services or Scope of Work (required) —

  Select from the options below.

• How will the contracting party be referred to? (required) —

  (i.e., Company, Concessionaire, Contractor, Airline, etc.)

  NOTE: By doing this, if will update throughout your documents and reference the supplier by "Company", "Concessionaire", or whatever other supplier title you type in the box.

• Does this contract include the Supplier having any personally identifiable information? (required) —

  The trigger for needing this language is when a supplier will:
  Process a credit card or payroll transaction on behalf of HCAA or will store any personally identifiable information (e.g., name, address, social security number or other identifying number or code, telephone number, email address, gender, race birthdate etc.) while performing the work. It may go beyond IT.

• Do these goods/services include a technology component? (required) —
  • Does someone else manage or control access to this solution or its data?
  • Do you need internet access or a special login to access or work with this solution?
  • Is the solution accessible on different devices, like a laptop, tablet, or phone?