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8 <br /> 4. Maintenance <br /> a. The Contractor will shall have complete responsibility to clean, inspect <br /> and service all food and beverage equipment as required by code and/or <br /> service manuals. This includes, but is not limited to, range hoods, fire <br /> suppression systems, cooking units, grease traps and exhaust systems. <br /> The type and frequency of the inspections shall be detailed in the <br /> Contractor required Business Plan. <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 <br /> and records that must be submitted. <br /> 6. Customer Relations <br /> a. Contractor staff shall be well dressed and well groomed at all times. <br /> Exhibit C lists the types of clothing that may be worn. <br /> b. Upon hire, staff shall receive Contractor provided customer service <br /> training and receive Contractor provided refresher training a minimum of <br /> every two years. Exhibit D identifies the Contractor's customer service <br /> training. <br /> c. Contractor shall conduct quarterly secret shopper surveys, or as otherwise <br /> directed by the City, to identify, in part, the strengths, weaknesses and <br /> corrective courses of action to improve Contractor's food and beverage <br /> operations. <br /> d. Contractor shall conduct bi-ennual (i.e. every two years) customer <br /> satisfaction surveys, starting in 2008, using the National Golf Foundation <br /> (NGF) Golfer Satisfaction Survey system. <br /> e. Contractor staff shall be fully knowledgeable regarding all aspect of food <br /> and 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 <br /> customer service protocols and standards that will be used to judge the <br /> performance of the Contractor's staff regarding food and beverage <br /> customer relations. <br /> 11 <br />