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2016
Policy Manual

Erica Horton
Star River Resort
11/23/2016
Contents
Introduction .................................................................................................................................................. 1
Purpose ..................................................................................................................................................... 1
Revision ..................................................................................................................................................... 1
Quality Policy ............................................................................................................................................ 1
Mission Statement .................................................................................................................................... 1
Facilities and Equipment ........................................................................................................................... 2
Company Safety Philosophy...................................................................................................................... 2
Return to Work Policy ............................................................................................................................... 3
Internal Communication ............................................................................................................................... 3
Employee Benefits ........................................................................................................................................ 4
Employee and Employee Guest Policy ...................................................................................................... 4
Employee and Employee Guest Prices...................................................................................................... 5
Company Rafting Equipment .................................................................................................................... 5
Staff Rafting Equipment ............................................................................................................................ 5
Guest Policy................................................................................................................................................... 5
Cancellation and Refund Policy................................................................................................................. 5
Release Forms ........................................................................................................................................... 6
Late Guest Arrivals .................................................................................................................................... 6
Switching Sections of Rivers ..................................................................................................................... 6

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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.1

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 guests is our main company concern. All aspects of our guests experiences, which are
under our control, must meet with the guests satisfaction.

Mission Statement
Star River Resort is focused on the guest. 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 guests 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 guests envision in a safe and exciting environment.

Provide the best value for the guests dollar.

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

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

1
An at-will employee may resign at any time and may have his or her job terminated at any time.
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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 not 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
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)
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:

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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 have suffered work-related 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
his/her 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.

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

Logistics ........................................................................... William Abraham
Lead Guide ..............................................................................Odessa Carr
Marketing & Communications ............................................ Robert Jackson
Event Booking ..................................................................... Brenda Jenkins
Administrative Assistant .....................................................Joseph Coward
Accounting .................................................................................Eric Collins
Payroll ................................................................................. Heather Taylor
Administrative Assistant .......................................................... Joyce Forde
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The following is a general listing of formal and informal means of communication 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 operation 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 checks. See the Payroll Manager if you want to include a
memo in payroll.

The Internet staff site contains the following information:

Guide schedules Comments

Email list Staff meeting schedule
Message board Event calendar
River level

Employee Benefits
Employee and Employee Guest2 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 any given day.

2
Employee guests must be immediate family members: mother, father, brother, sister, son, daughter, or spouse.
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Employee and Employee Guest Rafting Days

Mon Tues Wed Thurs Fri Sat Sun Exceptions (No employee
guest rafting allowed)
Apr
May Sunday, Memorial Day

Weekend
June
July
Aug
Sept Sunday, Labour Day Weekend
Oct

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.
One day$25 + 6% sales tax ($26.50)
New river Two Day$45 + 6% sales tax ($47.70)
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 Operational
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 rafting equipment. Taking a Star River Resort guest on a private river trip 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
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circumstances are you to advise 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 a rain check.

Release Forms
Our insurance regulations require that every guest, employee guest, and off-duty employee must read
and sign our release 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 multiday 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 e-mail 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 the 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 guest requests and efficient transportation requirements.