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8 <br /> AMERICAN LEGION GOLF COURSE <br /> AND WALTER E HALL GOLF COURSE <br /> MANAGEMENT AGREEMENT <br /> EXHIBIT F <br /> Customer Service and Food Handling Training <br /> For Food and Beverage <br /> 1. All F&B employees of Premier Golf that interact with customers shall receive <br /> formal customer service training through a combination of techniques bulleted <br /> below. All trainings include group or one on one discussion with a <br /> Manager/Supervisor to assure that concepts are understood and correctly applied. <br /> Employees will be provided formal customer service training within their 90 day <br /> probation period. <br /> A. Service Skills computer based training <br /> B. Above and Beyond video based training consisting of approximately 2 to <br /> 4 hours of training <br /> C. Live class training given by the General Manager or a customer service <br /> skills professional trainer <br /> 2. F&B Customer Training shall include the following topics at a minimum: <br /> A. Interfacing with customers in a friendly and positive way <br /> B. Resolving complaints to a customer's satisfaction <br /> C. Working with Internal Customers <br /> D. Phone service skills <br /> 3. F&B employees shall retake the customer service training a minimum of every <br /> two years or whenever a supervisor recommends it. <br /> 4. Any F&B employee not successfully completing customer service training by the <br /> end of their 90 day probation period shall be terminated or moved to a position <br /> not interfacing with customers. <br /> 5. All F&B employees must complete a food handling class provided by: <br /> A. State or County approved food handling class or <br /> B. In house food handling class when in accordance with county health <br /> regulations <br /> 6. All F&B employees that serve alcohol must attend an approved liquor handling <br /> class before serving or selling alcohol to any customers. <br /> 133 <br />