Professional Documents
Culture Documents
Technicians
Guide
TABLE OF CONTENTS
Introduction ..................................................................................................................................... 1
Rental Procedure ............................................................................................................................. 1
1) Rental Forms........................................................................................................................... 1
2) Boot Fitting ............................................................................................................................. 1
3) Tech Station ............................................................................................................................ 2
4) Poles........................................................................................................................................ 2
5) Helmets ................................................................................................................................... 3
6) Register ................................................................................................................................... 3
Technical Procedure........................................................................................................................ 4
Adjusting Equipment .............................................................................................................. 4
Skis .............................................................................................................................................. 4
Snowboards ................................................................................................................................. 5
Direct Customer to Cashier ..................................................................................................... 6
Cashier Station Procedure ............................................................................................................... 7
Verify Customer Form ................................................................................................................ 7
Acquire Bankcard Imprint .......................................................................................................... 7
Input Equipment SKUs ............................................................................................................... 8
Verify Customer Purchases......................................................................................................... 8
Complete Payment ...................................................................................................................... 8
File the Forms ............................................................................................................................. 8
Rental Returns ................................................................................................................................. 9
Assess Equipment ....................................................................................................................... 9
Chargeable Damage ................................................................................................................ 9
File Returned Forms ................................................................................................................... 9
ReturnEquipment to Stock .......................................................................................................... 9
Telephone Procedure .................................................................................................................... 10
Answering Procedures .............................................................................................................. 10
Holding ..................................................................................................................................... 10
Intercom .................................................................................................................................... 10
Voicemail Transfer ................................................................................................................... 10
Specifics ........................................................................................................................................ 11
Demo Rentals ........................................................................................................................ 11
Demo Reservation Sheet ........................................................................................................... 11
Purchasing Demos .................................................................................................................... 11
Equipment Exchanges ........................................................................................................... 11
Refunds ................................................................................................................................. 12
Early Returns ............................................................................................................................ 12
Cashier Error ............................................................................................................................. 12
Customer Dissatisfaction .......................................................................................................... 12
Refund Process.......................................................................................................................... 12
Season Rentals ...................................................................................................................... 13
Season Rental Forms................................................................................................................. 13
Season Rental Equipment ......................................................................................................... 13
File the Season Rental Form ..................................................................................................... 13
Season Rental Exchanges ......................................................................................................... 13
Reservations & Phone Reservations ..................................................................................... 14
Online Reservations .................................................................................................................. 14
Phone Reservations ................................................................................................................... 14
Reservation Set-Up ................................................................................................................... 15
Cancellations and No Shows .................................................................................................... 15
Opening Checklist ..................................................................................................................... 15
Closing Checklist ...................................................................................................................... 16
Weekly Checklist ...................................................................................................................... 19
Function Testing ........................................................................................................................... 21
Visual Inspection ...................................................................................................................... 21
Elastic Travel & Return ............................................................................................................ 21
Check for Boot/Binding Compatibility ..................................................................................... 22
Mechanical Inspection .............................................................................................................. 22
INTRODUCTION
This guide was created to assist both new and veteran Alpine Sports rental technicians
in their work. It is a reference that rental technicians can use to aid in their everyday
work.
Alpine Sports is known for their excellence in quality and customer service. We pride
ourselves in creating an experience for our customers that is not only enjoyable, but also
precise. This guide is designed to ensure that same level of quality and customer service
is found in all aspects of the rental department.
RENTAL PROCEDURE
1) Rental Forms
Rental forms are to be filled out in the following manner
2) Boot Fitting
Boots are the largest factor on whether a customer has a fantastic experience or a
horrible one. It is the responsibility of a rental technician to ensure that the customer
receives the best boot experience a pleasant boot experience.
Measure feet
Try Customer in the proper size
Select the proper boot
o Every boot fits differently, know the subtle differences in the rental boots
Ensure the fit
o Snug fit
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3) Tech Station
Verify customer information, ensure that you are adjusting the proper equipment
Size customer in the proper equipment; Ski and Snowboard
o Demo, performance, or daily package
Type 1: Chin Level
Type 2: Nose Level
Type 3: Forehead Level
o All sizing references and subject to change depending on the customers
comfort level with the equipment.
o Mark ski ID code on customers rental form
Adjust equipment appropriately, following all tech codes
o Mark boot sole length on customer form
o Check forward pressure when boots are engaged in ski
o If snowboard, adjust straps to rest comfortably on customers ankles and
toes
o Mark din setting
4) Poles
5) Helmets
Encourage customers to find a helmet that fits their head with out the assistance of a technician.
When needed add assurance and assist in sizing.
6) Register
TECHNICAL PROCEDURE
Adjusting Equipment
Skis
Adjusting the equipment is one of the most important jobs of a rental technician. It is imperative
that the equipment is adjusted properly according to the information provide on the customers
rental form.
Determine boot sole length on the inner or outer side of the heel.
o Write the sole length on the rental form
Adjust boot to binding
o Check all Adjustment components
Boot-to-Binding Adjustment
Boot-to-Binding Compatibility
Toe Position
Heel Position and Forward Pressure
Toe Height and Toe Wing Adjustment
o Most ski bindings have an automatic toe height adjustment, as well as an
automatic toe wing adjustment.
Determine Visual Indicator Settings (DIN)
Engage the boot into the binding before adjusting the visual indicator
settings of the binding.
o If a skiers visual indicator setting fall below or above the particular
visual indicator range, then that binding is inappropriate for that
skier.
Ensure that both bindings are set to the appropriate visual indicator
settings.
Sign as the technician in the appropriate box.
Snowboards
Snowboard ID and Binding Selection
Before selecting the customers bindings, determine the snowboard identification
number and write it in the appropriate place on the rental form. If the customer is using
their own snowboard, write own as the Snowboard ID on the rental form.
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The proper snowboard binding is dependent upon the size of the customers boot. This
rental shop has four different binding sizes:
If the customer is using their own bindings, write own as the binding ID on the rental
form.
Binding-to-Board Adjustment
Ensure that the cuff of the binding ankle strap is centered over the arch of
the boot; make adjustments as needed.
Ensure that the binding toe strap securely holds the toe of the boot and
does not slip down; make adjustments as needed.
Ensure that the boot does not have excessive toe or heel drag.
Ensure that the names, addresses, drivers license number, and phone number
are completed and legible.
Ensure that the form has signatures in the correct places: one for the
Acknowledgement of Personal Information & Equipment Instruction, one for the
Equipment Rental & Liability Agreement (if the equipment user is under the age
of 18, a person aged 18 years or older must sign for them), and also the
technicians signature.
Verify that all equipment IDs are completed and legible; put a line through any
ID box that is not being used.
The imprint should include the card numbers, the cardholders name, and
the expiration date.
Ensure that the bankcard information is complete and legible on the
imprint; write in any missing or illegible information.
**The bankcard imprint must be signed by the owner of the card.**
Securely staple the signed bankcard imprint to the back of the customers
form.
Complete Payment
Inform the customer of the total payment that is due, and complete the transaction
based on the form of payment the customer uses.
Credit/Debit Card
Cash
Gift Card
Snowcheck
Charge Account
RENTAL RETURNS
Assess Equipment
Ensure that the correct equipment is being returned. Verify that the identification
numbers on the equipment matches the identification numbers listed on the rental form.
Also, ensure that all items listed on the rental form have been returned.
Chargeable Damage
If a customer purchased the damage waiver, then they are not liable for any damage to
the equipment covered by the damage waiver. However, if the customer did not
purchase the damage waiver, then the returned equipment must be assessed for
damage. Minor scratches to the top sheet and base are not deemed as chargeable
damage. Cause for chargeable damage may include:
TELEPHONE PROCEDURE
Answering phone calls is part of the rental technicians requirements. Alpine Sports has
four lines, lines are identified by the last two digits of the phone number: 66, 33, 60, and
62. The 66 number is the main phone line, the 33 and 60 are overflow lines.
Answering Procedures
The sales department will answer the phone whenever it is possible for them to do so. If
the phone is not answered on the third ring, it is the responsibility of the rental
department to answer the phone. Avoid letting the phone go past a forth ring.
Holding
In order to put a customer on hold, press the Hold button.
Intercom
To use the intercom, press the Intercom button, then press the appropriate phone that
you wish to page. Separate from specific locations, there are three other options for
paging: up page, down page, and all page.
If the intercom is being used to inform a person or department that a particular phone
call is for them, say into the intercom, the person and the line (i.e. Sales, you have a call
on 66 or Jeff, you have a call on 62). Always repeat the message before hanging up.
If the intercom is being used to speak with another employee, say into the intercom, the
person and Line 1 (i.e. Bobbie, Line 1). Line 1 refers to the intercom line. Repeat the
message twice and then remain on the line until the person answers.
Voicemail Transfer
Press the button VM Xfer the corresponding mailbox.
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SPECIFICS
Demo Rentals
Demo equipment is the current seasons equipment that customers may rent.
Reserve with techs initials on the date the ski will be taken out
A reservation slip attached to the renters form and filed under reservation
infront of the date that they plan on skiing.
Purchasing Demos
Thirty dollars of each demo rental each season (up to a maximum of ninety dollars) can
be applied to the purchase of new skis. However, this offer is only valid until the end of
February each year.
Equipment Exchanges
At any point during a customers rental period, they may exchange their equipment for
a different size or style of equipment. In such cases, an exchange procedure must be
followed.
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Refunds
Refunds for rentals should only be given in three situations: early returns, cashier error,
and customer dissatisfaction. When appropriate, snowchecks should be offered in lieu
of refunds.
Early Returns
If a customer returns their equipment before the arranged date, they are fully entitled to
a refund for the days they are no longer renting for. If the customer plans to rent
equipment later in the season, a snowcheck may be offered in lieu of a refund; however,
if a customer would prefer a refund, do not hesitate to do so.
Cashier Error
Cashier errors should be practically non-existent; however, if they do occur and we
happen to overcharge the customer, they must be refunded the amount in error. In this
situation, a refund is more appropriate than a snowcheck, and a snowcheck should not
be offered.
Customer Dissatisfaction
If the customer refuses and demands a refund, then a refund would be warranted.
Refund Process
Review all of the items with the customer before finalizing the transaction and inform
them of the total being returned. Complete the transaction based on the form of
payment the customer had used to pay for the rental.
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Season Rentals
Season Rentals are rentals that customer rents for an entire season. The customer keeps
the equipment from the date of initial rental until the season return date of April 6th.
Season Rental supply is based upon availability; a predetermined amount of each size
of equipment is allotted for season rentals.
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Online Reservations
Reservations should be checked online three times a day. Rental reservation
submissions must be printed. If a reservation submission is marked as read, then it has
already been printed.
Finished reservations (the rental form with the printed submission and the reservation
slip attached) are filed in the top drawer of the file cabinet. Reservations are filed in
front of the date the equipment will be picked up.
Phone Reservations
Phone reservations are reservations that are taken over the phone. When taking a phone
reservation, ensure that all necessary information is recorded on the phone reservation
form.
Fill out renal form from information given over the phone
Fill out a reservation slip for each rental reservation.
o Each slip should contain the name of the renter, the date the equipment
will be picked up and the date the equipment will be returned.
o The slip should also contain any additional comments that the customer
mentioned on the phone.
Staple the reservation slip to the front of the rental form.
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Finished reservations are filed in the top drawer of the file cabinet. Reservations are
filed in front of the date the equipment will be picked up.
Reservation Set-Up
Check the reservations in the file cabinet each day and set-up reservations scheduled to
be picked-up the following day.
Opening Checklist
Every morning, the rental-opening checklist must be completed. Rental technicians
should initial each task that they perform. Each task must be completed before it is
signed.
Clean Courtyard
Ensure that the courtyard is free of leaves, dirt and debris.
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Closing Checklist
Every evening, the rental-closing checklist must be completed. Rental technicians
should initial each task that they perform. Each task must be completed before it is
signed.
Poles
Ensure that all poles are clean and properly stowed.
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Snowboard Bindings
Ensure that all snowboard bindings are clean and are properly stowed.
Reservations
Check the Rentals inbox of Eudora for new rental reservations.
Spray Bottle
Use the all-purpose cleaner to clean all applicable surfaces
Restock
Rental Forms
All clipboards must be stocked with a rental form and placed on the bench by the
boot shelves. A small back stock of forms should be kept by the yellow
reservation folders for quick restock of clipboards. A larger back stock should be
kept in the rental counter. This back stock should at all times contain one to two
unopened packs of rental forms. Additional packs of rental forms may be found
in the restock cabinet at the base of the east stairs.
Various Forms
Various Forms include reservations forms; opening, closing, and midweek
checklists; rental tuning forms; requested setting forms; injury reports; and
season rental slips. These forms must be printed by using the copier. Each form
can be located in the originals book by the copier. Be sure to return the
original form to the originals book.
Binding Tickets and Deposit Slips
Rentals must keep a back stock of shop work tickets and credit card deposit slips
in the rental counter. This back stock should at all times contain one unopened
packs of each of these forms. Additional packs of these forms may be found in
the restock cabinet at the base of the east stairs.
Office Supplies
Office Supplies include pens, sharpie markers, sticky notes, scratch paper, scotch
tape, masking tape, staples, printer paper, and cash register tape. These items
must be restocked nightly. Additional office supplies are located in the restock
cabinet at the base of the east stairs.
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Cleaning Supplies
Cleaning supplies include glass cleaner, boot disinfectant, and paper towels.
These items must be restocked as needed. Additional cleaning supplies are
located in the north east corner of the conference room.
Bring Tuned Rental Equipment Up from the Shop
Rental equipment that has been tuned by the shop will be set in a rack at the base
of the rental stairs. Ensure that all tuned rental equipment is returned to stock at
the end of each night.
Sweep Floor Areas
Floor areas include all non-carpeted areas in the rental department. Dirt and
debris from floor areas may be swept it a dust pan and emptied into the garbage
or swept onto the carpet and later vacuumed.
Remove Excess Water on Floor
Remove any water that has pooled on the floor as a result of rental returns. A
sponge mop or rag may be effectively dry the area.
Empty Garbage
Ensure that all garbage cans in the rental department are emptied and replaced
with new liners. Four garbage cans need to be emptied: the bathroom, under the
rental counter, under the return counter, and the in the shredder. All garbage
must be emptied into the large garbage can in the shipping and receiving area.
Organize Tools on Adjusting Benches
Ensure that all adjusting benches are supplied with a Phillips or Posidrive
screwdriver as well as a Standard (flathead) screwdriver.
Clear Sink & Counter
Ensure that all garbage, cups, paper, or food is cleared from the counter and sink
at the end of each night.
Assign Workstation for Following Day
Workstations for the following day should be assigned. Workstations determine
which employees will be responsible for which stations. Check the schedule to
verify which technicians will be working and assign workstations appropriately.
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Weekly Checklist
Every week, the rental weekly checklist must be completed. Rental technicians should
initial each task that they perform. Checklists are started on Monday and must be
completed by Friday.
Skis
Inspect all skis (downhill and demo) for broken or missing parts. Inspect skis for
dry bases and burred edges; pull skis aside for tuning if necessary.
Ensure that skis in the racks are organized by size.
Every third week of the month, clean all ski racks with a damp rag.
Snowboards
Inspect all snowboards for missing stomp pads. Inspect snowboards for dry
bases and burred edges, pull snowboards aside for tuning if necessary. Inspect
binding base plates for loose or missing screws.
Inspect snowboard bindings for broken or missing parts. Ensure that snowboard
bindings are in matching pairs and organized by size.
Poles
Inspect all poles for bent poles and broken or missing parts. Repair bent poles by
straightening them. Replace broken baskets, straps, and grips (all parts must
match on each pole in a pair).
Clean all poles and remove any dirt or tape residue. Ensure that poles are
Miscellaneous
Clean and Organize Rental Counter
Wipe down the rental counter. Organize the drawer and shelves under the
counter. Remove or dispose of garbage and unnecessary items.
Replace Vacuum Bag (if needed)
Check the vacuum bag to determine if it needs to be replaced and replace if
needed. Additional vacuum bags are located in the north east corner of the
conference room, next to the cleaning supplies.
Alphabetize Returned Rentals in the File Cabinet
Ensure that all of the returned rental forms filed in the file cabinet are organized
in alphabetical order. If they are not, properly alphabetize them.
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FUNCTION TESTING
Function testing and inspection are required by binding manufacturers to maintain
indemnification. A function test is required anytime a customers binding is being
adjusted or serviced and at selected periods for a shops rental equipment.
Visual Inspection
The equipment must pass a visual inspection to ensure no problems in compatibility.
The boot must conform with ISO norms and be free of irregularities where the boot
contacts the binding. The boot cannot have rubber or metal tip protectors, mold
flashing, or excessive wear. The binding must not have any stripped, loose, or missing
screws. The binding cannot have any bent, broken, or missing pieces; or wear that
impedes the function of the binding. The ski must not have any screws protruding
through the base, and the binding baseplate must sit flush with the ski surface.
Assure that toe height is properly adjusted (when applicable). Assure that the toe cup
width is properly adjusted (when applicable). Assure that forward pressure and visual
indicator settings are correct.
If the system (skis, bindings, boots) passes visual inspection, mark Pass on the shop
ticket for Visual Inspection.
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Mechanical Inspection
Systems (skis, bindings, and boots) must be verified using a torque wrench. The values
of the test must fall within the inspection ranges determined by the appropriate binding
manufacturer based upon the skier code.
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Preseason Inspection
In-Season Inspection
Ins-Season inspections are random samplings of rental equipment assembled and
adjusted by the rental technicians. A sample is five percent of the rental shops inventory
but not less than sixteen systems or more than eighty systems. Currently, twenty
systems is Alpines sample size. Half of the sampling must be taken from return stock.
Return stock is classified as a ski, boot, and binding system that was used by a rental
customer. The other half of the sampling must be taken from inventory available for
rental.
In-Season random sampling is conducted throughout the entire season. The first
sampling is performed after seven days of operation. If that sample passes, then a
second sample is taken after an additional seven days. If two consecutive samples pass,
then sampling then becomes every fourteen days. However, if a sample fails at any time
during the season, samples must be performed daily until two pass consecutively.
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POST-ACCIDENT REPORTS
Post-accident reports must be filled out if a person returns equipment and claims that
they or someone else was injured on the equipment. The equipment must be set aside
as is, appropriate post-accident forms must be completed, and a manager notified of
the accident or injury.
Injury Report
An Injury Report must be filled out detailing the person injured, the injury, the resort
or area the injury occurred, whether ski patrol was involved, and whether the person
returning the equipment implied or overtly blamed the shop or equipment for the
injury. All of this information should be obtained from the person returning the
equipment. A technician may express sympathies, but refrain from apologies or other
statements that may imply fault on the part of the shop.
An Injury Report should never be filled out in the presence of the injured or person
returning the equipment, but rather immediately after they have left the shop. All fields
of the report should be filled out. If information is unknown, mark Unknown in the
appropriate area. If information is not applicable, mark N/A in the appropriate area.
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Equipment Information
The equipment information should be acquired through a visual inspection of
the equipment. Equipment information should include ski make, model, size, serial
number, and ID number; boot make, model, size, sole length, and ID number; and
binding make, model, toe and heel visual indicator settings, and rental forward
pressure settings.
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