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d) Parts, supplies and equipment necessary for the repair and maintenance of all Golf Course irrigation systems; e) Tee towels, soaps, ballwashers, putting green cups and flags, benches, trap rakes, tee markers, tee mats, trash receptacles, trash receptacle liners, cleat brushes, distance markers on sprinkler heads and all other pertinent golf course equipment; 0 Materials for the installation and maintenance of French drains; g) Sand for traps on an as- needed basis, the size, color and quality of which shall be approved by Director; and h) Procurement of all necessary retail and concession inventory and consumable supplies such as janitorial cleaning supplies, paper products, soap, etc. 4.08 Parking Lot Maintenance Services. OPERATOR shall keep all parking lots on the Premises in a clean and good condition, and shall provide normal (non capital) parking lot maintenance services, including, but not limited to, daily trash removal and landscaping maintenance. All costs of such parking lot maintenance will be Direct Costs. CITY shall be responsible for arranging sweepings of the parking lot twice a month. 4.09. Customer Service. 4.09.1 Service Audit Program. OPERATOR shall implement a service audit program to evaluate the Golf Course operations no more frequently than quarterly and no less frequently than annually. The service audit shall evaluate the operations of the Golf Course and make recommendations concerning said operations, including, without limitation, recommendations relative to quality, quantity and selection of merchandise, and customer service provided by OPERATOR's employees. With the Annual Plan, OPERATOR shall submit to CITY for the Director's approval, OPERATOR's proposed service audit program. OPERATOR shall submit the results of each service audit to CITY for the Director's evaluation and disposition. This provision in no way precludes or limits the CITY's ability to conduct its own audit of financial records and operations including using "secret shopper" audits to determine that financial transactions are being handled appropriately. 4.09.2 Customer Evaluation Forms. Customer evaluation forms shall be visible and readily available. Completed forms shall be sent to Director on a monthly basis. 4.09.3 Customer Service Training Program. As part of the initial training of new employees Golf Course and annually thereafter, OPERATOR shall implement a customer service training program for all employees of OPERATOR who come into contact with guests at the Golf Course. 4.10 Emergency Services. OPERATOR shall provide CITY's Director with contact information for all Management Staff in order that they can respond to any emergency on a twenty -four hour basis. During periods of severe inclement weather conditions, OPERATOR 19