2007/07/25 Council Agenda Packet

8 9. Failure to Perform a. Should the Contractor fail, after thirty (30) days written notice from the City of the need therefore, to perform its obligations under this Article C, the City may enter upon the Premises of the course and perform Contractor's obligations. Notwithstanding the preceding sentence, in the event of an emergency, the City may immediately enter upon the Premises without notice to the Contractor to perform emergency repairs and restoration. 10. Accountability a. Establish, maintain and submit accurate reports and records regarding the following items: 1) All revenue. 2) Tournaments, leagues, clubs and special events booking. 3) Player development programs, lessons and clinics. 4) Course utilization(rounds of golf by fee category and promotional packaging, playable days, rounds inventory, reservations by medium, cancellations, etc.). 5) Car usage and maintenance. 6) Daily weather. 7) Starting times. 8) Customer data base by fee and type of play. 9) Customer memberships. 10) Other reports and records that may be required by the City of Everett. b. The City has sole authority regarding the type and frequency of reports and records that must be submitted. 11. Customer Relations a. Contractor staff shall be well dressed and well groomed at all times. Exhibit C lists the types of clothing that may be worn. b. Contractor staff shall wear a name tag at all times with the course name and logo. c. Upon hire, staff shall receive Contractor provided customer service training and receive Contractor provided refresher training a minimum of every two years. Exhibit D identifies the Contractor's customer service training. d. Contractor shall conduct on-going surveys using various methodologies to collect information, such as e-mail and on-site survey cards. e. Contractor shall conduct quarterly, or as otherwise directed by the City, secret shopper surveys to identify, in part, the strengths, weaknesses and 8 97 k