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b. The hours of operation shall be supportive of golf operations and high use <br /> times. <br /> 4. Maintenance <br /> a. The Contractor will shall have complete responsibility to clean, inspect and <br /> service all food and beverage equipment as required by code and/or service <br /> manuals. This includes,but is not limited to, range hoods, fire suppression <br /> systems,cooking units, grease traps and exhaust systems. . <br /> 5. Accountability <br /> a. Establish, maintain and submit accurate reports and records regarding the <br /> following items: <br /> 1) Restaurant revenue and expenses. <br /> 2) Sales per unit. <br /> 3) Cost per unit. <br /> 4) Sales Transactions and analyses (e.g. sales per customer). <br /> b. The City has sole authority regarding the type and frequency of reports and <br /> records that must be submitted. <br /> 6. Customer Relations <br /> a. At all times, Contractor staff shall be well dressed and well groomed. Exhibit C <br /> lists the types of clothing that may be worn. <br /> b. Upon hire, staff shall receive Contractor provided customer service training and <br /> receive Contractor provided refresher training a minimum of every two years. <br /> Exhibit D identifies the Contractor's customer service training. <br /> c. Contractor shall conduct one time during each calendar year secret shopper <br /> surveys, or as otherwise directed by the City,to identify, in part,the strengths, <br /> weaknesses and corrective courses of action to improve Contractor's food and <br /> beverage operations. <br /> d. Contractor shall conduct customer satisfaction surveys and make changes <br /> according to the trends in feedback that is received. The frequency of the <br /> surveys may be increased upon agreement between Parks and the contractor. <br /> e. Contractor staff shall be fully knowledgeable regarding all aspect of food and <br /> beverage operations. <br /> f. Contractor staff shall make every attempt to greet customers by name, in a <br /> friendly and courteous manner. Exhibit F identifies the Contractor's customer <br /> service protocols and standards that will be used to judge the performance of the <br /> Contractor's staff regarding food and beverage customer relations. <br /> 10 <br />