2017

Star River Resort

DECEMBER 21, 2017
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 ............................................................................................................................... 4
Employee Benefits ........................................................................................................................................ 5
Employee and Employee Guest Policy ...................................................................................................... 5
Employee and Employee Guest Prices...................................................................................................... 5
Company Rafting Equipment .................................................................................................................... 5
Staff Rafting Equipment ............................................................................................................................ 6
Guest Policy................................................................................................................................................... 6
Cancellation and Refund Policy................................................................................................................. 6
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 Resort’s 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 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:

*
An “at will” employee may resign at any time and may have his or her job terminated at any time.
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• 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.

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 the 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 Resort’s 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.
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Star River Resort complies with appropriate safety laws and regulations established by the:

Occupational Safety & Health Administration (OSHA)

Environmental Protection Agency
Department of Transportation
West Virginia Department of Natural Resources
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 Star’s 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 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 employee’s restoration to their
job.

Star River Resort’s 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.
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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

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 and 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.

• Conflicts—Employees 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 owner’s and manager’s 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:

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Guide Schedules Comments

Email list Staff meeting schedule
Message board Event calendar
River level

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 employee’s 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.

Employee and Employee Guest Rafting Days

Exceptions (No employee guest
Mon Tues Wed Thurs Fri Sat Sun
rafting allowed)
Apr       
May Sunday, Memorial Day
      
Weekend
June      
July      
Aug      
Sept       Sunday, Labor Day Weekend
Oct      

Employee and Employee Guest Prices

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

• Employee—no charge
• Immediate Family—no charge for one-day trips.
• Immediate Family—nominal multiday 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 owner’s approval.

Occasionally, raft equipment may be loaned to other companies. This is done only with the Operations
Manager’s approval. The equipment must be logged out and in.

*
Employee guests must be immediate family members: mother, father, brother, sister, son, daughter, or spouse.
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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 Resort’s 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 Resort’s 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 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 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.