FY2011/FY2014 06/15/2011 AgreementDANNY L. KOLHAGE
CLERK OF THE CIRCUIT COURT
DATE: June 21 2011
TO: Lynda Stuart, Office Manager
Tourist Development Council
ATTN: Maxine Pacini
Administrative Assistant
FROM: Pamela G. Hanc c� -C.
At the June 15, 2011, Board of County Commissioners meeting, the Board granted
approval and authorized execution of the following:
Item D1 Agreement with the Greater Marathon Chamber of Commerce, Inc. to provide
Visitor Information Services in an amount not to exceed $160,000 per year commencing October
1, 2011.
Item D2 Agreement with the Key Largo Chamber of Commerce, Inc. to provide Visitor
Information Services in an amount not to exceed $142,000 per year commencing October 1,
2011.
Item D3 Agreement with the Lower Keys Chamber of Commerce, Inc. to provide Visitor
Information Services in an amount not to exceed $91,200 per year commencing on October 1,
2011.
Item D4 Agreement with the Greater Key West Chamber of Commerce, Inc. to provide
Visitor Information Services in an amount not to exceed $317,876 per year commencing on
October 1, 2011.
Item D5 Agreement with the Islamorada Chamber of Commerce, Inc. to provide Visitor
Information Services in an amount not to exceed $150,000 per year commencing on October 1,
2011.
Item D6 Agreement with Monroe Council of the Arts Corporation d/b /a Florida Keys
Council of the Arts to revise reimbursement of compensation process.
Item D7 Agreement with 3406 N Roosevelt Boulevard Corporation d/b /a Visit Florida
Keys for the provision of services of operating an executive office for tourism promotion by
Monroe County Code Section 2- 299(D)(E).
Attached is the electronic copy of the above - mentioned for your handling. Should you
have any questions, please feel free to contact me.
cc: County Attorney
Finance
File
MARATHON VIS
THIS AGREEMENT ( "Agreement ") is entered into this j day of
, 2011, by and between Monroe County, Florida, a political sub ' ision of the
state of Florida ( "County "), and the Greater Marathon Chamber of Commerce, Inc., a
Florida non - profit corporation ( "Provider ").
WITNESSETH:
WHEREAS, Provider is uniquely qualified to provide Visitor Information Services
( "VIS ") to answer potential visitor inquiries and to promote tourism; and
WHEREAS, Provider has been furnishing Visitor Information Services to County for
thirteen years; and
WHEREAS, County and Provider currently have a contractual arrangement for
services through September 30, 2011; and
WHEREAS, the Tourist Development Council ( "TDC "), an advisory board to County's
Board of County Commissioners ( "BOCC ") has recommended to County that a new contract
for Visitor Information Services be entered into with Provider; and
WHEREAS, County desires to enter into this Agreement for Visitor Information
Services with Provider;
NOW THEREFORE, in consideration of the mutual covenants contained herein, the
parties agree as follows:
1. TERM: The term of this Agreement is for a period of three years beginning
October 1, 2011 and expiring on September 30, 2014. The Agreement may be extended for
an additional term of two years by agreement of the parties with a five percent (5 %) increase
in compensation, as further outlined below.
2. SCOPE OF SERVICES: The Provider shall, pursuant to this Agreement, provide
Visitor Information Services as described herein:
a. The Provider shall respond to all telephone inquiries from generic and district toll free
number(s), and from its (305) line(s) with information about the Florida Keys and any
specified district destination.
b. The Provider shall retrieve and record all information from callers or e-mail inquiries
resulting in mail fulfillment required by the VIS software program provided by the
County, which includes the name, address and zip code of the caller. The Provider
shall request that all callers complete the TDC Visitor Inquiry Survey. Provider shall
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verbally survey consenting callers on a list of questions provided by the TDC and shall
record the visitor responses in the VIS software, according to Exhibit A attached
hereto. The TDC may request that Provider refer e-mail inquiries to a web survey in its
return correspondence via web link provided by the TDC.
c. Provider shall respond to all e-mail (Internet) inquiries for fulfillment requests and
interact with potential visitors requests for destination information.
d. Provider shall respond to all Live Chat (internet) requests and chat live with potential
visitors to fulfill their requests for destination information, 9:00 a.m. — 5:00 p.m.,
Monday through Friday; excluded holidays and other business closures permitted in
this Scope of Services. County shall provide Live Chat software on the TDC website
to send chat inquiries directly to the Chambers of Commerce. County shall serve as
administrator of Live Chat software; including, but not limited to setting up Chamber
Operator user accounts, generating reports of chat volumes by Chamber and
providing chat transcripts upon request to Chamber heads for their employees.
e. Provider shall respond to all Contact Me referrals (potential visitor request for a tourist
information operator to contact them entered via the website when Chat services are
not available) and call or email potential visitors to fulfill their request for destination
information, 9:00 a.m. — 5:00 p.m., Monday through Friday; excluded holidays and
other business closures permitted in this Scope of Services. County shall provide
Contact Me feature via the Chat Live software on the TDC website to send call and /or
email requests directly to the Chambers of Commerce.
f. Provider shall give the TDC official website address www.fla- keys.com as the first
response for destination web site information and shall introduce the official TDC
website to all caller and e-mail inquiries as a source for further information on the
destination. This provision shall not preclude Provider from introducing its own web
site as a secondary source of information.
g. Provider shall respond to all telephone and Internet inquiries for the benefit of Monroe
County as a whole and not for the benefit of Provider or its members. Provider shall
not discriminate between chamber and non - chamber members in its responses where
generic /district materials are provided by the TDC to Provider.
h. Provider may make referrals to lodging accommodations; however, it shall do so only
pursuant to a system that provides fair and equitable distribution of referrals to all
entities in Provider's district which collect and remit to the County the tourist
development tax, with no preferential treatment for any entity having a business
relationship with the referral service of Provider. Further, such referral service system
shall require the referral service Provider, for itself and any sub - contractor, whether
the Chamber of Commerce or a contractor thereof, to have and maintain the following:
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(i) a binding agreement to hold harmless and indemnify the County from any
claims of liability, loses and causes of action which may arise out of or as a
result of the referrals;
(ii) general liability insurance with a minimum of $1 million coverage which
includes Monroe County as a named insured; and
(iii) a written policy outlining the system the Provider utilizes to ensure fair and
equitable distribution of referrals. The policy shall be provided to County
upon request.
All visitor - related collateral requests shall be entered into the TDC VIS system on a
daily basis by Provider to be downloaded by the TDC. Provider may produce
collateral material for its district and provide mail fulfillment of said material internally
or by subcontract. This provision shall not preclude the Provider from downloading
visitor data entered by Provider into the TDC VIS system to create or maintain visitor
mailing lists.
j. Provider is prohibited from distributing visitor name and address information recorded
from visitor collateral requests to third parties without the express verbal or written
consent of the visitors. Provider shall provide to the TDC administrative office a
distribution list of those parties receiving visitor names and addresses with the monthly
reimbursement request. Provider shall at all times comply with the
Telecommunications Act, relevant Postal Regulations or other regulations regarding
third party mail distribution. The TDC VIS software program will provide a recording
mechanism which Provider may use to designate visitors who have affirmatively
indicated a desire to receive collateral material from a third party. The Provider shall
have and maintain a binding agreement to hold harmless and indemnify the County
from any claims of liability, identity theft, bodily harm, loss of life, invasion of privacy,
theft identity, and all other losses and causes of action which may arise out of or as a
result of the distribution of visitor information by the Provider to a third party. This
provision shall not preclude the distribution of district collateral material by a firm
subcontracted by the Provider as outlined in paragraph 2.h. of this contract.
k. The provider shall provide live telephone and Internet service, the minimum of which
shall be as follows: 9:00 a.m. to 5:00 p.m. Monday through Sunday. The Provider
may be closed on Thanksgiving, Christmas Eve afternoon, Christmas Day, New
Year's Day, Memorial Day, Easter Sunday, Fourth of July and Labor Day. Sub-
contracted live operator(s), voicemail, answering machine or similar procedures will be
provided to capture required information during off hour operation.
The Provider shall provide Visitor Information Services to visitors walking into the
facility during the regular working hours of 9:00 a.m. to 5:00 p.m. Monday through
Sunday. The Provider will be closed on Thanksgiving, Christmas Eve afternoon,
Christmas Day, New Year's Day, Memorial Day, Easter Sunday, Fourth of July and
Labor Day.
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m. Provider may cease fulfillment of service minimum as outlined in items k and I in this
contract following an official ordered evacuation of Monroe County residents in its
district without penalty or loss of compensation by the County. Further, in the event of
a tropical storm warning or hurricane warning to Monroe County, Provider may at its
discretion adjust its hours of operation to ensure the safety of its staff and facility
without penalty or loss of compensation by the County. In the event of closure due to
weather events as outlined above, Provider shall not be required to resume
contractual service minimum until such a time as:
i. tropical storm and /or hurricane warnings for its district have been lifted
ii. resident evacuation orders for its district have been lifted
iii. Provider has determined its facility has adequate resources (such as power)
and is by its determination sufficiently safe to resume its operations.
Subcontracted live operator(s), voicemail, answering machine or similar procedures
shall be furnished by Provider to capture required information in the event of
unforeseen and unscheduled closing of its operations
Providers who are able to remain operational when weather events force closure of
other providers shall upon request service calls re- routed by TDC.
n. The Provider shall provide fast Internet access to the TDC web site and TDC VIS
software and Chat Live web applications for all staff members fulfilling Visitor
Information Service program requirements as outlined in this contract. The Provider
shall be responsible for the provision and proper maintenance of computer equipment
and Internet connections utilized by the staff members to access the Internet in
fulfillment of Visitor Information Services requirements. The TDC shall be responsible
for the provision and proper maintenance of the VIS software.
o. The Visitor Information Service program is subject to review and periodic change by
the Monroe County Tourist Development Council. Any significant change resulting in
additional costs and /or time in the scope of services requires the written and signed
consent of both parties as an amendment to this Agreement.
p. The toll -free numbered telephone lines for which the tourist development tax pays
shall be used only for tourism - related business purposes, including fulfillment of Call
Me requests.
q. County shall provide the toll -free number phone lines and routing services to handle
the required by this Agreement.
r. County shall provide a link and e-mail forwarding from the TDC website directly to the
Provider's website.
s. Provider shall distribute to all Chambers of Commerce in Monroe County and to the
TDC, at a mutually agreed upon time and frequency, a list of the most frequently
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asked questions by visitors about its district and the recommended tourism operator
responses. The TDC may also furnish to the Provider a list of visitors' frequent
generic destination questions and the recommended tourism operator responses.
(See EXHIBIT B) Provider is required to review any such documents that are received
from other Providers or from the TDC. Provider shall disseminate the information to
staff for training purposes.
3. COMPENSATION: Compensation shall be paid, subject to availability of
Tourist Development Tax Funds and approval as follows:
a. The County shall pay to the Provider for services rendered the amount of $160,000
(One hundred and sixty thousand dollars) per year. Amount shall be paid in eleven
(11) monthly payments of $13,333 (Thirteen thousand, three hundred and thirty three
dollars), and one (1) payment of $13,337 (Thirteen thousand, three hundred and thirty
seven dollars) pursuant to the Florida Local Government Prompt Payment Act upon
receipt of a proper invoice. The payment shall occur after TDC's administrative office
verifies and certifies that the requirements and data as set forth within the agreement
entered into by and between Provider and the County have been fully performed.
Payment under this agreement is contingent upon annual appropriation by the County.
b. If the option to extend the contract for an additional two years is exercised by the
parties, the annual contract amount shall be increased by 5% to $168,000.
c. Periodic monitoring efforts shall be conducted by the TDC for the purposes of system
review and compliance of agreement requirements. Monroe County's performance
and obligation to pay under this contract, is contingent upon an annual appropriation
by the BOCC.
4. INDEMNIFICATION: Except as allowed by law, and subject to the provisions of
Florida Statute Section 768.28, County shall indemnify and hold Provider harmless from any
suits, claims, damages, costs, or expenses arising in connection with furnishing false,
defamatory, or otherwise objectionable advertising material, including material which invades
the privacy of individuals, which advertising material has been suggested, ordered or
approved by TDC.
Provider covenants and agrees to indemnify and hold harmless Monroe County Board of
County Commissioners from any and all claims for bodily injury (including death), personal
injury, and property damage (including property owned by Monroe County) and any other
losses, damages, and expenses (including attorney's fees) which arise out of, in connection
with, or by reason of services provided or not provided by Provider or any of its
Subcontractor(s) in any tier, occasioned by the negligence, errors, or other wrongful act of
omission of the Provider or its Subcontractors in any tier, their employees, or agents.
In the event that the service is delayed or suspended as a result of the Provider's failure to
purchase or maintain the required insurance, the Provider shall indemnify the County from
any and all increased expenses or lost revenue resulting from such delay. The first ten
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dollars ($10.00) of remuneration paid to the Provider is for the indemnification provided for
above. The extent of liability is in no way limited to, reduced, or lessened by the insurance
requirements contained elsewhere within this agreement. The provisions of this section shall
survive the expiration or earlier termination of this agreement.
5. APPROVAL AND CHANGES: The TDC shall have the sole and exclusive right
to approve or reject changes to the software program, format of questions required to be
asked of callers, and other program requirements of the Visitor Information System, in which
case the TDC's directions shall be immediately implemented. Periodic monitoring efforts
shall be conducted by the TDC for the purposes of system review with feedback to Provider
to encourage improvement in the quality of service in conjunction with modifications to
established standards and training tools made available by TDC to the Provider.
6. RECORDS - ACCESS AND AUDITS: Separate and apart from the Provider's
normal business records, the Provider shall maintain books, records and documents
concerning the contracted services. As used herein, the term "records" includes electronic
data. These records shall be maintained in compliance with generally accepted accounting
principles and such records must remain available for at least five (5) years after completion
of this Contract. The Provider shall provide TDC /County access to any of the books, records
or documents concerning the contracted services during regular business hours, upon
reasonable notice. In the event such inspection by TDC /County reveals a substantial failure
on the part of the Provider to carry out the contracted services, the TDC /County shall make a
written demand upon the Provider to repay a reasonable amount of the funds received by the
Provider for the unfulfilled contracted services. The TDC /County and Provider agree to
attempt to resolve such exceptions /repayments in good faith. In addition, these records are
subject to disclosure pursuant to Chapter 119 of the Florida Statutes. Provider shall
cooperate with County in furnishing these records if requested.
7. TERMINATION: Either party shall have the right to cancel this Agreement at its
sole discretion with or without cause upon one hundred and twenty (120) days prior written
notice to the other party. Upon any termination including the natural termination of this
Agreement, Provider shall deliver to the County all papers, software, equipment and other
material related to the work performed under this contract.
8. DISCLOSURE OF INTERESTS: The Provider agrees that it has provided to
the County prior to the execution of this Agreement written disclosure of any existing
financial interest in the business of its suppliers or Provider's subcontractor's utilized in
fulfillment of this Agreement, and shall disclose said interests as they may arise from time to
time. The Provider shall be required to list any or all potential conflicts of interest, as defined
by Florida Statutes Chapter 112 and Monroe County Code, and shall disclose to the County
and TDC all actual or proposed conflicts of interest, financial or otherwise, direct or indirect,
involving any client's interest which may conflict with the interest of the County and TDC.
9. LAWS AND REGULATIONS: Provider shall comply fully with all Local, State
and Federal laws and regulations, including state and local licensing laws and ordinances.
Marathon Chamber of Commerce
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10. TAXES: The County and TDC are exempt from Federal Excise and State of
Florida Sales and use Taxes. The County is not responsible for any taxes incurred by
Provider.
11. FINANCE CHARGES: The County and TDC will not be responsible for any
finance charges.
12. FORCE MAJEURE: Provider shall not be liable for delay in performance or
failure to perform, in whole or in part, the services due to the occurrence of any contingency
beyond its control or the control of any of its subcontractors or suppliers, including labor
dispute, strike, labor shortage, war or act of war, whether an actual declaration thereof is
made or not, insurrection, sabotage, riot or civil commotion, act of public enemy, epidemic,
quarantine restriction, accident, fire, explosion, storm, flood, drought or other act of God, act
of any governmental authority, jurisdictional action, or insufficient supply of fuel, electricity, or
materials or supplies, or technical failure where Provider has exercised reasonable care in
the prevention thereof, and any such delay or failure shall not constitute a breach of this
Agreement.
13. ASSIGNMENT: The Provider shall not assign, transfer, convey, sublet or
otherwise dispose of this contract, or of any or all of its rights, title or interest therein or
information generated or collected in the performance of this agreement (other than
responses to public information requests from any person or entity whether in or out of
state), without prior written consent of the County and TDC.
14. COMPLIANCE WITH LAWS- NONDISCRIMINATION: The Provider shall
comply with all international, federal, state and local laws and ordinances applicable to the
work or payment for work thereof, and shall not discriminate on the grounds of race, color,
religion, sex, age, gender orientation, or national origin in the performance of work under this
Agreement. This Agreement shall be subject to all international, federal, state, and local
laws and ordinances concerning discrimination.
15. INSURANCE: The Provider shall maintain the following required insurance
throughout the entire term of this contract and any extensions. Failure to comply with this
provision may result in the immediate suspension of all work until the required insurance has
been reinstated or replaced. Delays in the completion of work resulting from the failure of the
Provider to maintain the required insurance shall not extend any deadlines specified in this
contract and any penalties and failure to perform assessments shall be imposed as if the
work had not been suspended, except for Provider's failure to maintain the required
insurance.
The Provider shall provide, to the County, as satisfactory evidence of the required insurance,
either:
Certificate of Insurance
or
A Certified copy of the actual insurance policy
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The County, at its sole option, has the right to request a certified copy of any or all insurance
policies required by this contract.
All Insurance policies must specify that they are not subject to cancellation, non -
renewal, material change, or reduction in coverage unless a minimum of thirty (30) days prior
notification is given to the County by the insurer. The acceptance and /or approval of the
Provider's insurance shall not be construed as relieving the Provider from any liability or
obligation assumed under this contract or imposed by law.
The Monroe County Board of County Commissioners, its employees and officials will
be included as "Additional Insured" on all policies, except for Workers' Compensation. Any
deviations from these General Insurance Requirements must be requested in writing from the
County. Such requests shall be prepared from the County's form entitled "Request for
Waiver of Insurance Requirements" and approved by Monroe County Risk Management.
A. Prior to the commencement of work governed by this contract the Provider shall
obtain Workers' Compensation Insurance with limits sufficient to respond to Florida Statute
440.
In addition, the Provider shall obtain Employers' Liability Insurance with limits of
not less than:
$100,000 Bodily Injury by Accident
$500,000 Bodily Injury by Disease, policy limits
$100,000 Bodily Injury by Disease, each employee
Coverage shall be maintained throughout the entire term of the contract.
Coverage shall be provided by a company or companies authorized to transact
business in the state of Florida and the company or companies must maintain a minimum
rating of A -V1, as assigned by the A.M. Best Company.
B. Prior to the commencement of work governed by this contract, the Provider
shall obtain General Liability Insurance. Coverage shall be maintained throughout the life of
the contract and include, as a minimum:
• Premises Operations and Contents
• Products and Completed Operations
• Blanket Contractual Liability
• Personal Injury Liability
• Expanded Definition of Property Damage
The minimum limits acceptable shall be:
$1,000,000 Combined Single Limit (CSL)
If split limits are provided, the minimum limits acceptable shall be:
$ 500,000 per person
$1,000,000 per Occurrence
$ 100,000 Property Damage
An Occurrence Form policy is preferred. If coverage is provided on a Claims Made policy, its
provisions should include coverage for claims filed on or after the effective date of this
contract. In addition, the period for which claims may be reported should extend for a
minimum of twelve (12) months following the acceptance of work by the County.
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The Monroe County Board of County Commissioners shall be named as Additional
Insured on all policies issued to satisfy the above requirements.
16. GOVERNING LAWNENUE: This Agreement shall be governed by and
construed in accordance with the laws of the State of Florida applicable to contracts made
and to be performed entirely in the State.
In the event that any cause of action or administrative proceeding is instituted for the
enforcement or interpretation of the agreement, the County and Provider agree that venue
shall lie in the appropriate court or before the appropriate administrative body in Monroe
County, Florida. This Agreement shall not be subject to arbitration.
The County and Provider agree that, in the event of conflicting interpretation of the terms or a
term of this Agreement by or between any of them the issue shall be submitted to mediation
prior to the institution of any other administrative or legal proceedings.
17. ENTIRE AGREEMENT: This writing embodies the entire Agreement and
understanding between the parties hereto, and there are not other agreements and
understandings, oral or written, with reference to the subject matter hereof that are not
merged herein and superseded. In order to be effective, any amendment to this Agreement
shall be in writing, approved by the Board of County Commissioners of Monroe County, and
executed by both parties.
18. PROPERTY RIGHTS: The County shall own all equipment and materials
supplied by them for the Visitor Information Services program including software and
databases. For the purposes of the public records act, all data entered into the Monroe
County Tourist Development Council's computer network system shall be County material.
19. SEVERABILITY: If any provisions of this Agreement shall be held by a Court
of competent jurisdiction to be invalid or unenforceable, the remainder of this agreement, or
the application of such provision other than those as to which it is invalid or unenforceable,
shall not be affected thereby; and each provision of this Agreement shall be valid and
enforceable to the fullest extent permitted by law.
20. NOTICE: Any notice required or permitted under this Agreement shall be in
writing and hand delivered or mailed, postage prepaid, to the other party by certified mail,
returned receipt requested, to the following:
FOR COUNTY
Executive Director, TDC AND
1201 White Street, Suite 102
Key West, FL 33040
Monroe County Attorney
PO Box 1026
Key West, FL 33041
FOR PROVIDER
Marathon Chamber of Commerce
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President
Marathon Chamber of Commerce
12222 Overseas Highway
Marathon, FL 33050
21. AUTHORITY: Each of the signatories for the Provider below certifies and
warrants that:
a) The Provider's name in the Agreement is the full name as designated in its
corporate charter.
b) They are empowered to act and contract for the Provider.
c) This Agreement has been approved by the Provider's Board of Directors.
22. ETHICS CLAUSE: Provider warrants that it has not employed, retained or
otherwise had act on its behalf any former County officer or employee in violation of Section
2 of Ordinance No. 10 -1990 or any County officer or employee in violation of Section 3 of
Ordinance No. 10 -1990. For breach or violation of the provision the County may, at its
discretion terminate this contract without liability and may also, at its discretion, deduct from
the contract or purchase price, or otherwise recover, the full amount of any fee, commission,
percentage, gift, or consideration paid to the former or present County officer or employee.
23. PUBLIC ENTITY CRIME STATEMENT: A person or affiliate who has been
placed on the convicted vendor list following a conviction for public entity crime may not
submit a bid on a contract to provide any goods or services to a public entity, may not submit
a bid on a contract with a public entity for the construction or repair of a public building or
public work, may not submit bids on leases of real property to public entity, may not be
awarded or perform work as a contractor, supplier, subcontractor, or consultant under a
contract with any public entity, and may not transact business with any public entity in excess
of the threshold amount provided in section 287.017, Florida Statutes, for CATEGORY TWO
for a period of 36 months from the date of being placed on the convicted vendor list. By
execution of this document, Provider states that it is not disqualified by the statement above.
Marathon Chamber of Commerce
Visitor Information Services — FY 2012
ID #: 868
1101
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ESS WHEREOF, the parties hereto have executed this agreement the day
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Deputy Clerk
(CORPORATE SEAL)
Attest:
By.
Secretary
Board of County Commissioners
Clerk of Monroe County
MaydF/
Print Name
OR
(1) Witness
Print Name
(2) Witness
Print Name
Greater Marathon Chamber of Commerce, Inc.
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President
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Print Name
\AONR E COUNTY ATTORNEY
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Marathon Chamber of Commerce
Visitor Information Services — FY 201 L
ID fit: 868 __ rt= �
11 cn CD
Exhibit A
Mail Fulfillment Required Data
• Name
• Business Name (if Travel Agent or Business Address)
• Street Address
• Zip Code
• City
• State or Province
• County (if non U.S.)
Visitor Information Survey
o What kinds of activities are you interested in?
a. Fishing Offshore
b. Fishing Back Country
c. Diving
d. Snorkeling
d. Marinas
e. Sailing
f. Boat Rentals
g. Attractions
h. Dining /Entertainment
i. Weddings /Honeymoons
j. Real Estate /Relocation
k. Coupon Book
I. Guided /Nature Tours
m. Water Sports
n. Special Events
o. Fishing Tournament
• What kinds of accommodations are you
interested in?
a. Hotels /Motels
b. B &Bs /Guesthouses
c. Vacation Rentals
d. Campground /R.V. Parks
• Are you a travel agent or consumer?
• What month are you planning to travel
to the Florida Keys?
• How are will you be traveling?
a. Commercial Airline
b. Private Plane
c. Automobile
d. Tour bus
d. RV
e. Private Boat
f. Cruise ship
g. Fly /Drive
h. Undecided
• How long will you stay?
• How many people will be in your travel
party? Children under 17?
• What number did you dial to reach us today?
o Do you recall seeing any advertising for the Florida Keys and Key West in the past 3
months? Generic type and specific source.
o Would you like a brochure?
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Exhibit B
Generic Destination
Frequently Asked Visitor Questions & Appropriate Responses
Q.1. How long does it take to seethe entire Florida Keys?
A.1. About one to two weeks
Q.2. How can I get to the Florida Keys?
A.2. The Florida Keys are directly accessible by plane, via our two airports Marathon and
Key West, car, bus, ferry and Cruise Ship. You can also travel to nearby destinations
in Florida via train, plane, bus, etc. and continue on to the Keys through a rented car,
shuttle service, ferry or bus.
Q.3. Is there a web site where I can find more information on the Florida Keys?
A.3. Yes, www.fla - keys.com.
Q.4. How long does it take to get to the Keys? All times and distance are to Upper Keys.
Add one hour to times for Middle Keys and two hours to times for Lower Keys.
A.4. City, State Miles Kilometers Driving Time
Miami, FL 50 80 1 hour
Ft. Myers, FL
200
320
4 hours
Tampa, FL
300
480
6 hours
Orlando, FL
280
450
6 hours
Gainesville, FL
380
610
8 hours
Tallahassee, FL
530
850
10 hours
Jacksonville, FL
490
780
10 hours
Savannah, GA
530
850
11 hours
Macon, GA
630
1,010
13 hours
Charleston, SC
630
1,010
13 hours
Atlanta, GA
700
1,120
14 hours
Pensacola, FL
720
1,150
14 hours
Montgomery, AL
740
1,200
15 hours
Birmingham, AL
860
1,370
17 hours
Charlotte, NC
884
1,400
18 hours
New Orleans, LA
910
1,500
18 hours
Louisville, KY
1,140
1,824
23 hours
Q.S. Do you know of any special deals or bargains?
A.S. If you know of any special deals or bargains from accommodations please provide to
the caller, else state: Special deals or bargains can generally be found in our off-
season. Accommodations prices generally begin reducing during the early summer
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months and are lowest generally during the fall. However, special events or holidays
can affect prices.
Q.6. I've heard there is a hurricane /tropical storm headed for the Florida Keys, how can
get more information?
A.6. You can visit the official Florida Keys and Key West website, www.fla - keys.com, for
information such as any storm warnings affecting the Florida Keys, answers to
frequently asked questions about hurricanes and other tips for visitor safety. You can
also tune into the Weather Channel for the Tropical update at 50 minutes past the
hour.
Q.7. Do you have any Gay friendly accommodations?
A.7. There are Gay friendly accommodations throughout the Florida Keys. You can visit the
official Florida Keys and Key West website, www.fla- keys.com to see which
accommodations are self- designated as Gay friendly.
Q.B. What types of accommodations do you have?
Q.B. Provide caller with categories of accommodation types available in your area, such as
Hotels, Motels, Bed and Breakfasts, Guest Houses, RV parks, Campgrounds. Also
use descriptive terms of accommodations in your area where appropriate. For
example, large chain hotels to Mom & Pop type hotels, quaint B &Bs and guest
houses, waterfront RV parks & campgrounds, etc.
Q.9. What types of restaurants do you have?
Q.9. Highlight unique dining experiences of the Florida Keys and Key West, such as local
seafood or conch - fusion cuisine, while also providing caller with some general
restaurant types available in your area. Examples of restaurant types include: Fine
dining, family style, pubs, diners, fast food, ethnic, seafood, vegetarian, cafeteria style,
cafes, chain, fast food, etc. Also use descriptive terms for restaurants in your area
were appropriate. For example, "We have many wonder dining choices including
restaurants specializing in our famous local cuisine which infuses Cuban, Bohemian
and American specialties, fresh local seafood, fine - dining, family -style and casual
restaurants."
In addition, Operators should be able to provide information appropriate to their
area for the following questions:
Q.10. Is there any nightlife available?
Q.11. What type of family activities are there?
Q.12. Where can I (snorkel, dive, fish, swim, sail, visit the reef)?
Q.13. Do you have any special events going on?
Q.14. Are there any pet friendly accommodations?
Marathon Chamber of Commerce
Visitor Information Services — FY 2012
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