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 customers is our main company concern. All aspects of our
customers’ experiences, which are is under our control, must meet with the customer’s
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.
• Provide the best value for the customer’s dollar.

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

• Have the customer 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 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.

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 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 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

Operations Maria Inez
Logistics William Abraham
Lead Guide Odessa carr
Marketing & Communications Robert Jackson
Event Booking Brenda Jenkins
Administrative Assistant Joe Cowart
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 weekend, the owner, managers, or trip leaders often request short meetings to
discuss safety, policies, new information, problem, 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:

Guide schedules Comments

Email list Staff meeting schedule
Message board Event calendar
River level

Employee Benefits
Employee Benefits
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

Mon Tues Wed Thurs Fri Sat Sun
guest rafting allowed)
Apr       
 Sunday, Memorial Day
May      
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 multi-day charge as listed below
o One day--$25 + 6% sales tax ($1.50)
o New River Two Day--$45 + 6% sales tax ($2.70)
o Gauley River Two Day--$50 + 6% sales tax ($3.0)

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.

Staff Rafting Equipment

The staff owns two rafts, two kayaks, five life jackets, and several paddles. Employees should
sign the equipment in and out from in the staff lounge. When 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
Guest 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 from. The bus must not leave before all release forms are signed
and collected. Staff 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 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 customer requests and efficient transportation requirements.

Yawen Wang