Richelle Boekestyn

POLICY MANUAL
Introduction
Purpose
The policies included in this policy manual were developed during the past 20-plus
years of Star River Resorts operation. All employees are expected to read,
understand, and follow these policies as they pertain to their particular job
assignments. Please review this manual on a regular basis to refresh your memory
concerning its contents. THIS POLICY MANUAL IS NOT A CONTRACT. You are an
employee at-will.
Keep in mind that this is a fluid document and will change. As changes are made,
they will be posted on the company website and on the staff bulletin board. The
manual is reviewed and reprinted in its entirety on an annual basis.

Revision
Any part of the manual may be revised or deleted at any time. A current copy of the
manual, including all revisions, will be available at the front desk.

Quality Policy
The most important thing to know about Star River Resort is that it is a service
business. The safety and enjoyment of our customers is our main company concern.
All aspects of our customers experiences, which are under our control, must meet
with the customers satisfaction.

Mission Statement
Star River Resort is focused on the customer. We plan professionally guided
whitewater events that range from gentle, tranquil raft day trips down one of our
scenic streams to wild and wet excursions that challenge even the expert rafter.
Whatever the adventure, the safety of our employees and customers is always our
number one concern.
Many amenities are available with our excursions such as sleepovers at various
sites, camping, bicycle tours, hiking, food services, and a variety of other special
events. Our simple mission is to:

Offer the adventure that the customers envision in a safe and exciting
environment.

Richelle Boekestyn

Provide the best value for the customers dollar.

Help the customers feel as though they are members of the Star River Resort
family.

Have the customer return to the Star River Resort because they have
experienced excellent service at a fair price.

Facilities and Equipment

Exceptional service includes providing clean, attractive, organized facilities, and
equipment to our guests (and each other). Staff should:

Always park your car in designated areas. The areas with easiest access to
facilities are reserved for our guests.

Clean up litter. Do no contribute to litter. Do not ignore a problem because it

is not my job.

Return all equipment to the appropriate locations. Report damaged

equipment to the equipment manager.

Company Safety Philosophy

Star River Resort believes that the safety of both the guests and employees is our
first priority. Safe operating procedures result in the protection of both monetary
and human value, with the human value being recognized by the employer and the
community as having the greater value. Observe these principles concerning safety:

Establishing and complying with safe work procedures will prevent all injuries
and accidents from happening.

The first consideration in all workplace actions is the prevention of bodily

injury and the safeguarding of health. To prevent injury and maintain health,
it is essential that employees be in good enough physical condition to do
their assigned jobs.

The written safety plan, provided in this manual, represents Star River
Resorts proactive safety position. It is the responsibility of all Star River
Resort employees to communicate and follow established safety practices.

Failure to follow safety procedures, both on and off the job, will result in
disciplinary action. Working safely is a condition of employment of Star River
Resort.

Star River Resort complies with appropriate safety laws and regulations established
by the:
Occupational Safety & Health Administration (OSHA)
Environmental Protection Agency (EPA)

Richelle Boekestyn
Department of Transportation (DOT)
West Virginia Division of Natural Resources (WVDNR)
All other applicable federal, state, and local safety and health regulations
Employer Responsibilities
Star River Resort considers its responsibility to provide employees with a safe work
environment to be a top priority. The following safety plans reflect Stars
commitment to safety.
It is the responsibility of Star River Resort to provide:

Appropriate personal protective equipment and training.

A timely remedy for safety problems as managers become aware of them.
Facilities and equipment inspections in an effort to identify hazardous
situations.

Safety Plan Administration

Maria Inez, Operations Department, has overall responsibility for the safety plan.
She will coordinate the plan and keep all safety records current.
The plan will be reviewed on a regular basis and changes made as needed. All
employees are responsible for making Maria aware of any concerns they have with
the safety plan.

Return to Work Policy

Star River Resort appreciates the fact that the success of our company is dependent
on our employees. We are aware of our responsibility to employees who suffer workrelated injuries. Our Return to Work Policy is designed to address our
responsibilities to our employees.
The purpose of this policy is to support the return of injured employees to full duty
as soon as possible. Our commitment is to provide employees injured at work with
access to appropriate medical care. Early involvement with appropriate medical
care is essential to an injured/ill employees restoration to their job.
Star River Resorts Return to Work Policy is designed to achieve the following
outcomes.
Return the injured/ill employee:

to his/her regular job with no restrictions.

to his/her regular job with appropriate modifications.
to a different job that meets his/her capabilities.

In the event that an employee cannot return to work at Star River Resort, he/she will
be evaluated to determine the best course of action, including the possibility of
vocational training.

Richelle Boekestyn
All employees are required to have a signed copy of the Return to Work Policy on file
in the office.

Internal Communication
The list below shows contact personnel in the various departments.
Owner........................................................Tommy Newland
Operations...........................................................Maria Inez
Logistics....................................................William Abraham
Lead Guide.......................................................Odessa Carr
Marketing & Communications......................Robert Jackson
Event Booking..............................................Brenda Jenkins
Administrative Assistant....................................Joe Coward
Accounting.........................................................Eric Collins
Payroll...........................................................Heather Taylor
Administrative Assistant....................................Joyce Forde
The following is a general listing of formal and informal means of communication
regularly used at Star River Resort.

Bulletin boards are located in the garage and office.

Department meetings and staff meetings are held as needed.

On busy weekends, the owner, managers, or trip leaders often request short
meetings to discuss safety, policies, new information, problems, and
suggestions.

After-trip meetings are held to debrief trip guides.

All employees will attend meetings scheduled to review policies, safety, and
procedures, as well as federal and state laws applicable to the operations of
Star River Resort.

ConflictsEmployees should speak directly to the individual with whom the

conflict exists. Failing resolution, the employee may schedule a meeting with
his or her manager or the owner.

The owners and managers doors are always open.

Information sheets are generally published to help organize busy days. These
sheets are made available to guests and staff.

Memos may be inserted in payroll cheques. See the Payroll Manager if you
want to include a memo in payroll.

The internet staff site contains the following information:

Guide Schedules

Email list

Richelle Boekestyn
Message board
River level
Comments

Staff meeting schedule

Event calendar

Employee Benefits
Employee and Employee Guest Policy
Full paying guests have priority. Employees and employee guests ride the river on a
Standby Space Available Basis. Even with a reservation, employees or guests may
be bumped from a trip.
Employees and their guests must make reservations 24 hours in advance of rafting
trips. Each employee and employees guest must read and sign a release form and
follow the policies applicable to all other guests. The lead guide has the final say on
who may raft on a given day.

Mon
Apr
May
June
July
Aug
Sept
Oct

Employee and
Thur
Tues Wed
s

Employee Guest Rafting Days

Exceptions (No employee guest
Fri Sat Sun
rafting allowed)

Sunday, Memorial Day Weekend

Sunday, Labour Day Weekend

Employee and Employee Guest Prices

The following list shows the prices for employees and their guests:

Employeeno charge
Immediate Familyno charge for one-day trips.
Immediate Familynominal multi-day charge as listed below
o One Day--$25 + 6% sales tax ($26.50)
o New River Two Day--$45 + 6% sales tax ($47.70)
o Gauley River Two Day--$50 + 6% sales tax ($53.00)

Company Rafting Equipment

Rafting equipment, rental equipment, and/or two-day equipment may not be
borrowed by anyone without the owners approval.
Occasionally, raft equipment may be loaned to other companies. This is done only
with the Operations Managers approval. The equipment must be logged out and in.

Staff Rafting Equipment

The staff owns two rafts, two kayaks, five life jackets, and several paddles.
Employees should sign the equipment in and out form in the staff lounge. When
employees finish using the equipment, they should return it to the boat garage.
Employees are responsible for any damages that may occur as a result of usage
(not normal wear and tear). Employees are not affiliated with Star River Resort in
any way while using staff rafting equipment. Employees are not covered by Star

River Resorts insurance policy while using staff equipment. Taking a Star River
Resort guest on a private river tour for any type of compensation is reason for
dismissal.

Guest Policy
Cancellation and Refund Policy
Guests are provided with Star River Resorts cancellation policy through our printed
literature, on our website, and on the back of each confirmation. Please familiarize
yourself with this policy. If a guest asks for a refund, politely remind them where the
information is located in our literature. Under no circumstances are you to advise
the guests that they are entitled to a refund or a rain check. If guests have further
questions concerning the matter, politely refer them to the office staff.
In the event a rafting trip must be cancelled due to weather or water conditions, the
owner will take care of the problem. Even under these circumstances, employees
are not authorized to mention anything about a refund or rain check.

Release Forms
Our insurance regulations require that every guest, employee guest, and off-duty
employee must read and sign our lease form. The bus must not leave before all
release forms are signed and collected. Staff should allow sufficient time for guests
to read and understand the form. Staff should check each form as it is handed in to
see that all areas are complete, that the handwriting is legible, and that it is signed.
Guests who are on multi-day trips must sign a release each day of the trip. Parents
or legal guardians are responsible for signing the release forms for minors.
The only information on the release form that the guest may omit is the email
address. We use this address to send marketing information to guests five or six
times a year. Staff members should not pressure guests to provide this information
if they do not volunteer it.

Late Guest Arrivals

Our confirmation form notifies guests that they should allow at least 30 minutes
prior to the trip to complete forms, change clothing, etc. Star River Resort reserves
the right to cancel trips of guests who arrive late.

Switching Sections of Rivers.

The Operations Manager makes the final decision concerning put-ins and take-outs.
This decision is based on customer requests and efficient transportation
requirements.