Brownstone Park Operations Manual 20140524

BROWNSTONE EXPLORATION & DISCOVERY PARK
Operating Procedure Manual

Effective 5/11/2014
Operating Procedures Manual
Note: Brownstone Park at its option, may change, delete, suspend, or discontinue parts or the policy in its entirety,
at any time without prior notice.
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Brownstone at its option, may change, delete, suspend or discontinue parts
or the policy in its entirety, at any time without prior notice.
TABLE OF CONTENTS
1. INTRODUCTION...................................................................................................................... 8
1.1. Changes in Policy ......................................................................................................... 8
2. GENERAL EMPLOYEE PROCEDURES ................................................................................ 9
1.1. Time Reporting Procedure ............................................................................................ 9

1.1.1. Employee Time Card Guidelines ................................................................................ 9
1.2. General Operating Procedures ..................................................................................... 9
2.3 Employee Schedules ........................................................................................................ 9
1.4. Missing Persons Procedure ........................................................................................ 10
1.5. Parking Guidelines for Employees .............................................................................. 10
1.6. Dress Code ................................................................................................................. 10
2.7 Bloodborne Pathogen Training ................................................................................. 11
2.7.1 BEDP’s Exposure Control Plan .................................................................................... 12
2.8 Instructions to get Hepatitis B Shots ......................................................................... 12
2.9 Chemical Hazard Communication Training .............................................................. 13
3. ACCOUNTING DEPARTMENT PROCEDURES .................................................................. 15
1.1. Job Descriptions ......................................................................................................... 15
1.2. Daily POS Closing Procedure ..................................................................................... 15
1.3. Cash Receipts Procedure ........................................................................................... 15
1.4. Payables Procedure ................................................................................................... 15

1.1.1. Entering Payables ..................................................................................................... 15
1.1.2. Writing Checks .......................................................................................................... 16
1.1.3. Other Payable Procedures: ...................................................................................... 16
1.5. Receiving Inventory Procedure ................................................................................... 16
1.6. Monthly Closing Procedure ......................................................................................... 16

1.1.1. Checking Account Reconciliation: ............................................................................. 16
1.1.2. Inventory Reconciliation: ........................................................................................... 17
1.1.3. Accounts Receivable Reconciliation: ........................................................................ 17
1.1.4. Other Entries, Reconciliations and printed reports: ................................................... 17
1.7. Year End Closing Procedure ...................................................................................... 17
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1.8. Personnel Records and Administration ....................................................................... 17

1.1.1. Personnel File ........................................................................................................... 17
1.1.2. New Employee Orientation ........................................................................................ 18
1.1.3. Scheduling Employee hours and shifts ..................................................................... 18
1.9. Uniforms ...................................................................................................................... 18
4. RETAIL & TICKETING DEPARTMENT PROCEDURES ...................................................... 19
1.2. Daily Opening Procedure ............................................................................................ 19
1.3. Selling Admission Passes Procedure ......................................................................... 19
1.4. Accepting Payment Procedure ................................................................................... 20

1.1.1. Accepting Cash ......................................................................................................... 20
1.1.2. Accepting Checks ..................................................................................................... 20
1.1.3. Accepting Credit Cards ............................................................................................. 21
1.5. Entrance Passes ......................................................................................................... 21

1.1.1. Selling Entrance Pass Coupons ................................................................................ 21
1.1.2. Redeeming Entrance Pass Coupons and Season Pass Cards ................................ 21
1.6. Returns, Refunds, Exchanges and Rain Checks ........................................................ 21

1.1.1. Returns of Merchandise ............................................................................................ 21
1.1.2. Refunds on Passes ................................................................................................... 22
1.1.3. Exchanges ................................................................................................................. 22
1.1.4. Rain Checks on Passes ............................................................................................ 22
1.7. POS System Procedures ............................................................................................ 22
1.8. Sales & Customer Service Practices .......................................................................... 22

1.1.1. Customer Service Practices ...................................................................................... 22
1.1.2. Handling Customer Complaints ................................................................................. 23
1.9. Cleaning and Maintenance ......................................................................................... 23
1.10. Daily Closing Procedure ............................................................................................. 23
1.11. Uniforms ...................................................................................................................... 24
5. SPORTS DEPARTMENT PROCEDURES ........................................................................... 25
1.2. Daily Park Opening Procedures .................................................................................. 26
1.3. Customers Requiring Medical Attention ...................................................................... 26
1.4. Spinal Injury Management .......................................................................................... 27
1.5. Potential Drowning Victim Response Plan Procedure ................................................ 28
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1.6. Weather-related and Environmental Closings ............................................................ 29

1.1.1. Thunder and Lightning .............................................................................................. 29
1.1.2. Wind .......................................................................................................................... 29
1.1.3. Temperature and Humidity ........................................................................................ 29
1.1.4. Plants and animals .................................................................................................... 30
1.7. Lifeguard Surveillance Operating Procedure .............................................................. 30
5.8 Lifeguard Positions & Areas of Responsibility ................................................................. 31
5.9 Life Jackets/Personal Flotation Devices (PFDs) .............................................................. 33
5.10 Cliff Jumping Operating Procedure ................................................................................ 33
5.11. Drop Zip Line ............................................................................................................... 34
5.11.1 Drop Zip Line Opening ................................................................................................ 34
5.11.2 Drop Zip Line Closing ................................................................................................. 34
5.12 Inflatable Iceberg Operating Procedure ......................................................................... 34
1.8. Inflatable Trampolines Operating Procedure .............................................................. 35
1.14. Inflatable Climbing Slide Operating Procedure ........................................................... 35
1.15. Inflatable Revolution Operating Procedure ................................................................. 36
1.16. Inflatable Wibit Operating Procedure .......................................................................... 36
5.17 Rope Swing Operating Procedure ............................................................................ 36
5.18 General Belay Techniques ............................................................................................ 37
5.11. Cargo Net .................................................................................................................... 38
5.11.1 Cargo Net Opening ..................................................................................................... 38
5.11.2 Cargo Net Closing ...................................................................................................... 38
5.12. Climbing Tower and Zip Line Operating Procedure ..................................................... 38
5.12.1 Tower Opening ........................................................................................................... 38
5.12.2 Tower Operating ......................................................................................................... 39
5.12.3 Tower Closing: ............................................................................................................ 39
5.13. Rock Wall Operating Procedure and Climbing Cargo Net ........................................... 40
5.13.1. Rock Wall Operating Procedure and Climbing Cargo Net Opening: ......................... 40
1.1.1.5.13.2 Rock Wall Operating Procedure and Climbing Cargo Net Operating .......... 41
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5.13.3. Rock Wall Operating Procedure and Climbing Cargo Net Closing: .......................... 41
1.17. Racing Zip Lines ......................................................................................................... 42
5.9.1 Racing Zip line Opening ............................................................................................... 42
5.9.2 Racing Zip Lines Closing .............................................................................................. 42
1.18. Mini Zip Lines .............................................................................................................. 42
5.10.1 Mini Zip Opening:........................................................................................................ 43
5.10.2 Mini Zip Closing .......................................................................................................... 43
1.18. Wakeboarding Operating Procedure............................................................................. 43
1.19. Safety Personnel should be aware Scuba Diving Operating Procedure..................... 44
1.20. Daily Park Closing Procedure ..................................................................................... 44
1.21. Uniforms ...................................................................................................................... 44
6. OPERATIONS DEPARTMENT PROCEDURES ................................................................... 46
1.2. Daily Opening Procedure ............................................................................................ 47
1.3. Cleaning and Maintenance ......................................................................................... 47
1.4. Shuttle Bus Procedure ................................................................................................ 47
1.5. Equipment Maintenance Procedure ............................................................................ 47
1.6. Purchasing Procedure ................................................................................................ 47
1.7. Customer Vehicle Parking Procedure ........................................................................ 48
1.8. Daily Closing Procedure ............................................................................................. 48
7. FOOD & BEVERAGE DEPARTMENT PROCEDURES........................................................ 48
1.1. Food & Beverage Department Job Descriptions ........................................................... 48
1.2. Daily Opening Procedure .............................................................................................. 48
1.3. Daily Closing Procedure................................................................................................ 49
7.4 Culinary Manual ............................................................................................................... 49
8. SALES AND MARKETING DEPARTMENT PROCEDURES ............................................... 49
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1.2. Group Reservations Procedure .................................................................................. 50
1.3. Private Dock or Facilities Rental Procedure ............................................................... 50
1.4. Incentive Reporting Procedure ................................................................................... 50
1.5. Advertising & Material Approval Procedure ................................................................ 50
9. DRIVING DIRECTIONS TO MIDDLESEX HOSPITAL:......................................................... 51
10. ACKNOWLEDGMENT .......................................................................................................... 52
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1. INTRODUCTION
This document has been developed by Human Resources Department in order to familiarize employees with key
policies and procedures at Brownstone Park.
1.1. Changes in Policy

This manual supersedes all previous employee manuals and memos.
While every effort is made to keep the contents of this document current, Brownstone Park reserves the right to
modify, suspend, or terminate any of the policies, procedures, and/or benefits described in the manual with or
without prior notice to employees.
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2. GENERAL EMPLOYEE PROCEDURES

All employees
1.1. Time Reporting Procedure

Each day of the pay period, each employee must punch in and out using the company time clock to indicate official
starting and ending times of their work day and to record break times. On the last day of the pay period, both the
employee and the manager should verify that all hours have been correctly recorded. Incomplete time cards could
result in delayed receipt of payroll checks.
Because a time card is an official document of the business, only a manager may alter or mark another employee's
time card. If an employee submits more hours than he actually worked, we may consider this as theft and choose
to discipline, terminate, and/or prosecute accordingly.
1.1.1. Employee Time Card Guidelines

• Punch in upon arrival for a shift.
• Punch out when leaving on break and punch in when returning from break.
• Punch out when leaving a shift.
• Never punch in or out more than fifteen minutes before or after a scheduled shift.
1.2. General Operating Procedures

All employees will adhere to the following policies and procedures at all times:
• The use of profanity, drinking of alcoholic beverages, tobacco, talking/texting on cell phones, reading books
or magazines, and the use of a radio/CD/mp3 player are prohibited while working anywhere in the park.
• All employees should take their break outside of the park. Employees who are in the park and not on duty
or on break, must not wear their uniform or have it covered.
2.3 Employee Schedules
• Employee schedules will be published one week in advance utilizing When to Work (W2W) software.
Employees are responsible for checking their schedules for work shifts.
• Employees will be responsible for updating their work preferences in W2W in order to be scheduled for
work. See Employee Help in W2W for input instructions.
2.3.1 Request for Time Off
• Requests for time off must be submitted in writing using When to Work at least two weeks in advance.
Time off requests must be approved before time off may be given. See Employee Help in W2W, for input
instructions. If you are scheduled for a work and are not able to work you are responsible for finding a
replacement for that day.
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2.4 Missing Persons Procedure

Any employee that is notified of a missing person should be very alert and responsive to the situation. The
following procedure should be used as a guideline for missing persons at the park:
• Contact and conduct immediate initial interviews with; reporting party; parents; and witnesses
• Determine who saw the missing person last and where. Also determine if the missing person may or should
be with someone.
• If the missing person was last seen in the water and out of their life jacket or struggling in any way or for
any reason that may be putting them at risk of drowning then immediately follow the "Potential Drowning
Victim Response Procedure" in Section 5 of this manual.
• Obtain detailed, complete, and accurate physical description of the missing person
• Obtain detailed, complete, and accurate clothing description of the missing person. For children especially,
make note of what shoes they were wearing.
• Determine if the missing person has any unique immediate needs; medical problems, Infirmities or birth
defects, handicapped, mentally handicapped or prone to seizures.
• Complete search of the area that the missing person was last seen in. If it is outside your immediate area
then broadcast on the radio to the last known area and request our personnel to locate the missing person
by name and description.
• If the missing person cannot be located in less than 5 minutes the onsite manager should be notified and
they should evaluate the situation and expand the search area, After no more than 10 minutes all stations
should be notified to locate the missing person by name and description.
• If the missing person remains missing for over 15 minutes then ALL whistles should be blown - stopping all
park activities and loud speaker announcements made for the missing person. ALL gates will be closed.
• Immediately call 911 requesting Police Department manpower and Fire Department assistance.
• The onsite manager should determine if probable foul play exists and that a crime has been committed.
• Front gate and parking lot personnel should be looking for the missing person leaving the property or in
cars leaving the area.
• All non essential personnel should be used to begin a methodical search of the following; water surfaces,
out buildings, storage sheds, play areas, parking lots.
• Upon police arrival, brief the emergency personnel of all known facts and search areas, and results.
2.5 Parking Guidelines for Employees

During the summer season all employees will park at the employee parking lot and utilize the shuttle bus to move
from one station to another. At no time should any guests be transported in a personal vehicle.
2.6 Dress Code

Our employees represent the Brownstone image to every customer they encounter. For this reason, employees
attire should always be neat and appropriate, with observance of the following guidelines:
1. Hair should be cut and combed neatly, no longer than collar-length.
• Male employees should be clean-shaven; beards should be neatly trimmed, and sideburns should not
extend below the ear.
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• Clothes and uniforms should be clean and neatly pressed. Employees should not wear any clothing that
has exposed zippers.
• Earrings and excessive jewelry should not be worn. Belts with large buckles should not be worn.
• Uniforms will be worn by all employees. See your department’s uniform requirements.
2.7 Bloodborne Pathogen Training

As required by OSHA standard 29 CFR 1910.1030, Occupational Exposure to Bloodborne Pathogens
Why are you participating in this training?
You are receiving this training because it is likely that you could come into contact with blood or other body
fluids as part of your job.
Examples include: custodial work, providing first aid, responding to emergencies and /or cleaning up blood
from a work surface.
What is a bloodborne pathogen?
A bloodborne pathogen is a germ/virus contained in human blood that can cause disease.
These germs include but are not limited to: hepatitis B & C and human immunodeficiency virus (HIV).
If you would like to learn more about these diseases, go to: www.cdc.gov/
Bodily fluids include blood, vaginal secretions, semen and any other body fluid that may have blood in it.
If it’s wet and it’s not yours, it could be hazardous to your health and you shouldn’t touch it.
Safe Work Practices
Protective eyewear and gloves must be worn when responding to an accident involving blood or other
bodily fluids.
Protective eyewear and gloves are in your first aid kit and in the lifeguard shack.
What if you get someone else’s blood on you?

1. Wash area with soap and warm water
2. Notify your supervisor
3. After you have cleaned up the blood, if you have any concerns about infection:
a. Notify Ceil Hayes and/or Sean Hayes
b. Call Middlesex Hospital 860-358-2750 and explain you:
1. Are a BEDP employee covered under Blood Bourne Pathogen.
2. Were exposed to someone else’s blood.
3. Need to be seen for an assessment within 24 hours.
c. Go to the emergency room for assessment within 24.
If you are bleeding:
1. Control the bleeding with appropriate first aid supplies (available throughout the park).
2. Notify a supervisor
3. Request help from a lifeguard if you have any trouble controlling the bleeding.
4. If the bleeding is a result of using a blade, needle, or other sharp instrument, dispose of it in a
red bio-hazard container.
If someone else is bleeding:
Protect yourself first with appropriate Personal Protection Equipment (PPE): gloves, eye protection,
gown and so on.
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What can be disposed of in a trash can?
The following items are not considered medical waste and may be disposed of in a trash can:
Diapers
Band aids
Anything not soaking wet/dripping with blood
Sanitary napkins
Warning: Don’t press on trash with your hands or carry against your body.
Hepatitis B Vaccination
A series of three shots given over a six month period administered to any employee who may come into
contact with blood.
Vaccinations are expected to last a lifetime.
Annually, employees who qualify for the vaccinations must complete a form to either accept or decline the
offer of vaccination.
2.7.1 BEDP’s Exposure Control Plan
As a responsible employer, Brownstone Exploration & Discovery Park’s exposure control plan includes:
Annual training
Offer of Hepatitis B vaccination to those who may come into contact with blood as part of their job.
Access to protective gloves and safety eyewear.
A clean-up protocol which includes utilizing a chlorine bleach solution of 1 part bleach to 9 parts
water on surfaces where bodily fluids are spilled.
Questions:
As part of this training you can direct any questions you may have to to BEDP senior management.
2.8 Instructions to get Hepatitis B Shots
For those choosing to get the 3-shot vaccination series, these are the options to get the shot:
Make an appointment with Middlesex Hospital 860-358-2750 (see your supervisor for directions). Since
the shots are given over a 6 month period you will be eligible for the final shot even if your BEDP
Employment has ended.
Make an appointment with your own medical care provider. Have your provider submit the bill to:
BEDP
Attn: Employee Health
161 Brownstone Ave.
Portland, CT 06480
and the company will pay (if allowed by provider).
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Alternatively, you can pay your provider and complete an expense form for the reimbursement.
Note: All bills or expense forms must be submitted to the company not longer than 60 days from the date
of service to be paid or reimbursed.
2.9 Chemical Hazard Communication Training
Required by OSHA standard 29 CFR 1910.1200, the Chemical Hazard Communication Standard
Frequently referred to as “Hazcom” or the “Right to Know” standard
Basic Requirements
Every employee has a need and a right to know:

What chemicals are in their workplace.
The hazards associated with those chemicals.
How they can protect themselves from those hazards
Employer Responsibilities
Explain the OSHA standards
Provide employees, with the information and training on the hazardous chemicals they use, including
specific hazards and any protective measures required for safe use of the chemicals.
Have a written Hazard containment plan.
Provide a Material Safety Data Sheet for each chemical in the workplace.
Ensure that each chemical has a label.
Employee Responsibilities
Participate in Training
Know how to locate and read Material Safety Data Sheet (MSDS)
Follow safe procedures when using chemicals
What is a MSDS?
A Material Safety Data Sheet or MSDS contains information about a product such as:
What chemicals it contains and their health and physical hazards
What to do in the event of an emergency (you re exposed to the chemical) including first aid information.
MSDS contain all the information you need to know:
Name of product
Manufacturer
Emergency phone numbers
Physical health hazards
Instructions for safe handling, use, disposal, storage
What to do if the chemical is spilled or leaked
Chemical Effects
Acute: Showing up at time of exposure or shortly afterward.

Chronic: Showing up long after exposure or after repeated exposure.
How do Chemicals enter the body?
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Inhalation: Breathing in the chemicals.

Ingestion: Eating or drinking the chemical by not washing up before eating, drinking or smoking.
Absorption: Through the skin. These chemicals require the use of appropriate protective clothing.
Splash to the Eyes: Use appropriate protective equipment (PPE) to protect your vision.
In your work area:
All MSDS sheets are in a binder by the time clock in the main office.
Ask your leader about specific chemicals used in your role, read the MSDS sheets associated with those
chemicals.
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3. ACCOUNTING DEPARTMENT PROCEDURES
3.1 Job Descriptions

All of the following job titles are members of the Accounting Department, detailed job descriptions with pay rates
and certification requirements are attached separately:
• Accounting Manager • Closing Agent

• Administrative Assistant
3.2 Daily POS Closing Procedure
• The first step in the daily closing procedure is counting the cash and checks and tallying the credit card
receipts. This process will be done behind locked doors. Each cash register needs to be closed separately
by using the pulls for that register (pulls should include cash, checks, credit card receipts, and coupons).
• Log onto the POS Administration system and log the totals in for each terminal.
• Switch to the “Close A Day” and complete the closing procedures. Note any discrepancies on the daily
reports. Print the daily reports.
• Utilizing the "POS Daily Reports" fill out a the "Daily Transaction J/E Worksheet"
• Review internet sales report in POS system and add that entry to the daily journal
• The final step would be to enter the J/E into the Peachtree accounting system.
3.3 Cash Receipts Procedure
• Utilizing the Daily Transaction J/E Worksheet, write up a deposit ticket listing individual checks and total the
cash to be deposited. This amount should be less any expenses paid for with the cash from any of the
draws.
• Make a copy of the checks deposited and attach them to the POS Daily Reports and Daily Transaction J/E
Worksheet.
• Deposit each day's receipts separately and then attach the "Deposit Receipt" to the day's paperwork and
file in date order in daily closing files.
3.4 Payables Procedure
3.4.1 Entering Payables
• Attach Purchase Orders to the corresponding invoice or confirm approval for payment with a manger.
• Using the Authorized Payable file, enter all invoices into Peachtree Accounting system. Utilize AP account
#20000.
• Itemize all invoices; separating charges into appropriate G/L accounts (i.e. separate actual inventory costs
and shipping expense into proper accounts).
• Mark the invoice with your initials to show which staff member entered the information into the system.
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• After the invoice is entered, file in the respective file; “Open Payables” file for term Vendors, for “COD and
Credit Card Vendors proceed to writing Check.
3.4.2 Writing Checks

• “Pay a Bill” in Peachtree Accounting System.
• Hand-write the check for term and COD vendors. For Credit Card Vendors skip this step.
• Mark the invoice “Paid” noting the date paid, check number, dollar amount paid and your initials.
• Mail payment. For Credit Card Vendors skip this step.
• File invoice in respective file.
3.4.3 Other Payable Procedures:
3.5 Receiving Inventory Procedure
• Pull packing slip/invoice with the shipment and place a check mark beside each “quantity shipped” if it
matches what is received.
• Pull and match with correct PO. If all product on the PO is received then attach PO to packing slip/invoice.
If all items are not received then place a “R” with a date next to each item received and then copy the PO.
Place original PO in “Open PO” file and attach copy to packing slip/invoice.
• Receive product into inventory system. Use manufacturers part number, PO cost, Print labels with retail
pricing. Verify retail pricing with Minimum Markup requirements.
• File Packing Slip/Invoice and PO as follows:
o If Net Terms invoice was received with shipment mark “OK to Pay” with your initials. Place in
“Authorized Payables” file.
o If COD Invoice was received with shipment mark “OK to Pay” with your initials. Place in “Cleared
COD’s” file.
o If Net Terms packing slip only mark “Received by” with your initials. Place in “Pending Invoices”
file. When invoices do come in match up and then follow procedure 4a.
3.6 Monthly Closing Procedure
3.6.1 Checking Account Reconciliation:

• Using the bank statement that applies to the month follow a standard account reconciliation procedure.
• Ensure all receipts, debit card transactions, checks, electronic payments, and fees are entered into system
• When balanced, print Account Reconciliation report for the account and attach to bank statement and file in
the month’s closing file
• Most Common mistakes to look for:
o Credit Card transactions were mistakenly booked to the checking account. Solution; Change
account on payment to credit card account.
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3.6.2 Inventory Reconciliation:

• From the POS software print a month ending inventory report. (See POS System Reporting for
procedures).
• Print a General Ledger Report for the Inventory account and calculate the difference between the ledger
and the POS system.
• Adjust the inventory by the difference using the Inventory General Journal Entry saved in the system. Use
the Cost of sales report from the POS system to determine the Education, Repair, and Rental COGS then
put the remaining balance against Equipment COGS.
• Staple together the POS inventory report, POS COGS report and General Ledger report and file in the
month’s closing file.
3.6.3 Accounts Receivable Reconciliation:

• From the POS software print a month ending A/R report. (See POS System Reporting for procedures).
• Print a General Ledger Report for the A/R account and make sure the ending balances match on both
reports.
• Correct any mistakes in the General Ledger to match the POS system.
• Staple together the POS A/R report, and a revised General Ledger report if any changes were needed and
file in the month’s closing file.
3.6.4 Other Entries, Reconciliations and printed reports:

• Review Sales Tax account to ensure proper crediting of payments
• Review all Asset accounts to ensure only real assets are allocated to accounts
• Print the A/P sub-ledger and ensure nothing is on it that shouldn’t be.
• Print the Monthly Balance Sheet and Income Statement place in file
• Print the Monthly Revenue Report To The Town of Portland confirm that the totals match the G/L if not,
correct errors and reprint if needed.
3.7 Year End Closing Procedure
3.7.1
• See separate accounting closing manual.
3.8 Personnel Records and Administration

The task of handling personnel records and related administration functions at Brownstone has been assigned to
the Administration Department. Personnel files will be kept confidential.
3.8.1 Personnel File

Once an applicant is hired, you should immediately establish a personnel file for that employee including:
• Application form
• Personal information sheet (including the phone number of someone who should be notified in case of an
emergency)
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• Reference letters, if provided

• Resume, if applicable
• W-4 and W-5 forms
• Employment Eligibility Verification form (Form I-9)
• Job description
Later additions to the file may include notations of periodic evaluations, salary history, and records of disciplinary
actions.
3.8.2 New Employee Orientation

During the first few hours employees spend on the job, they will form impressions and attitudes that stay with them
for a long time. Consequently, you should ensure that each new employee receives a well-organized and thorough
orientation at the park right at the beginning of his/her employment.
• Give the new employee a tour of the premises.
• Have the employee complete employment-related forms.
• Review salary, hours of work, and personnel policies.
• Give employee access to all operating procedure, training and safety manuals.
• Establish with employee and supervisor a training agenda for the remainder of the day.
3.8.3 Scheduling Employee hours and shifts

• Utilizing the "Employee Shift Schedule" spreadsheet and the Employees "Request for Time Off Forms"
put together a weekly schedule.
• Maximum scheduled hours should not exceed 36 to 38 hours, to ensure if additional hours are required on
a given day, the employee will not exceed 40 hours.
• Ensure only belay and Lifeguard certified personnel are scheduled for both those types of shifts.
• Ensure at least one Lead Facilitator and Lead Lifeguard are scheduled at all times the park is open for
Challenge Course and or Swimming Activities respectively.
3.9 Uniforms
• Manager; White or Black polo-style shirt imprinted with the Brownstone logo and name and Tan khaki
pants or shorts. (3 shirts).
• Administration Staff; White t-shirt with Brownstone logo imprinted on left side - STAFF on back and khaki
pants or shorts (3 shirts).
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4. RETAIL & TICKETING DEPARTMENT PROCEDURES

All of the following job titles are members of the Retail Department, detailed job descriptions with pay rates and
certification requirements are attached separately:
• Ticketing Agent • Closing Agent

• Cashier • Welcoming Agent
• Opening Agent • Wristband/Rental Agent
4.2 Daily Opening Procedure

• Management will disengage the alarm to the buildings. The opening agent will retrieve any group
reservations and keys from the office and bring them to the ticketing building. The opening agent will unlock
the doors to the ticketing, snack shack and concessions buildings.
• Turn on all lights, cooling systems, and check to make sure all refrigeration units are working properly in all
buildings.
• The opening agent assigned to work the first shift should log on to the respective computers and activate
the POS systems utilizing each station’s user names and passwords. If there are any computer issues
contact management immediately.
• Confirm the correct starting amount is in the cash drawers and log the dollar amount into the POS systems.
• Set up customer entrance area by putting out banners, brochures, pens, waivers, and ensure trash and
recycling containers are in place. Organize and count group reservations' wristbands.
• Unlock rental shack, dressing/ locker rooms and toilet facilities by opening windows and doors, clean from
any overnight use, replenish supplies, clear all lockers, ensure trash and recycling containers are in place.
• Unlock the retail mall stores. Open doors and windows, place product outside, put up signage, clean area,
replenish supplies, and ensure trash and recycling containers are in place.
4.3 Selling Admission Passes Procedure

• Welcoming agents should greet all guests in an extremely friendly and professional manner.
• All customers entering the park must have a general waiver filled out and signed for the current year. Only
one waiver needs to be completed per person, per season. You should direct all customers to complete all
paperwork outside before getting in the ticketing line.
• Every customer should be advised up front of any conditions that are affecting the park on that day. Those
items would include any of the following;
o If there is a threat of thunder storms, then remind them that no refunds are given and no rain
checks are given after being in the park for more than an hour.
o If the park is crowded, then notify them of the estimated wait lines for the various sporting activities.
o If a particular sporting activity is closed for the day or may be closed for some part of the day, notify
them of the problem before checking them in.
o Remind all customers that they should read all the rules signs throughout the park, starting with the
one in front of the main gate. The welcoming agent should inform all guests regarding entrance
pass types, descriptions and pricing prior to them entering the ticketing building.
• Following the POS system procedures complete a transaction for either a swim, adventure or wakeboard
entrance ticket. If the customer is there for a specific sport (i.e. scuba diving) use that button to sell them
the pass. Always ask the customer if they would like to rent a locker to store their valuables.
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• While putting on the correct wristband direct the customer to the life jacket station and reiterate that
everyone must wear a life jacket at all times while on the docks or in the water.
• Ticketing agents must familiarize themselves with the current list of coupons and discounts being offered.
They must also know how to properly enter these items into the POS.
4.4 Accepting Payment Procedure
4.4.1 Accepting Cash

• Do not accept mutilated or foreign coin or currency.
• Do not accept any currency you suspect to be counterfeit (Check with your local bank for what to
look for in counterfeit bills.)
• When a customer hands you currency, announce the amount of the sale and the denomination of
the bill/bills the customer gave you. Keep the bill/bills in sight, partially out of the till, until you have
made the correct change. Always count change back aloud.
• Never let a customer rush or confuse you by intimidation at the register. This is common practice
for con artists. If a customer claims you have not given the correct change, and you are not sure,
take the customer's name and telephone number. If a customer objects when an employee
follows this procedure, the owner or manager should personally address the situation.
• Throughout the day, a supervisor should be called in to pull excess cash from the drawers and
those pulls should be put into the safe. Do not allow more than $1,000 dollars to be in the
register at any time.
4.4.2 Accepting Checks

• Checks must be imprinted by the bank with the check writer's name.
• If no address has been imprinted or the address is not current, a complete address must be written under
the name; also, a phone number must be imprinted or written on all checks.
• Accept a check only from the person whose name is imprinted on it. Mary Smith cannot sign or pay for a
purchase with a check imprinted with John Smith's name. The check must be signed exactly as it is
imprinted. (For example, if Mary J. Smith is imprinted, then you cannot accept a check signed Mary Smith.
The check must be signed Mary J. Smith.)
• All check writers must have an unexpired driver's license. On the front of the check, write: Customer's
driver's license number, Expiration date
• If a customer must change any of the information on the check, he must initial the change or the bank may
refuse payment.
• The check must be for the amount of purchase only.
• Travelers Checks: Ask for ID to confirm identity. Be sure the traveler's check has the customer's signature.
Ask the customer for a second signature and the date in the appropriate places on the check. Write or
stamp "Brownstone Park" on the front in the "PAY TO THE ORDER OF" space and proceed with the
transaction
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4.4.3 Accepting Credit Cards

• Following the POS procedures swipe the customer's credit card or if you have to, enter the card number
and expiration date manually in the system.
• Complete the transaction but do not clear the payment screen until you ensure both the signature and
customer receipt have printed.
• Obtain the customer's signature on the receipt, compare to signature on the reverse side of the credit card.
If Customer has "Ask for ID" on back of card do so.
• Give the customer his copy of the receipt and place the signed copy in the cash drawer.
4.5 Entrance Passes
4.5.1 Selling Entrance Pass Coupons

• " Day Pass Coupons: Swim, Adventure, Wakeboard " go to the Admission screen within the POS
system and select the PreSell option. Select a date of December 31 of the current year and highlight the
date in red. Click on the "Accept Presell" button. Then choose the pass/passes you want to presell.
Complete the transaction and collect payment from the customer. Pull the next available Day Pass/Passes
from the folder and fill-out with customer information. We do not offer Gift Certificates only Day Entrance
Pass Coupons.
• "Season Pass Cards - Swim, Adventure, Wakeboard " go in the Admission screen within the POS
system and sell the customer a Season Pass under the name of the person that will be receiving the
Season Pass. Take the Season Pass holder's picture. Print the Season Pass. Complete the transaction
and collect payment from the customer.
4.5.2 Redeeming Entrance Pass Coupons and Season Pass Cards

• "Day Passes" go to the Admission screen within the POS system then to the "Coupons" section and select
the appropriate type of day pass coupon button. Complete the transaction. It should bill at a zero dollar
amount.
• "Season Pass Cards" go to the Admission screen within the POS system then to the "Season Pass"
section and select the appropriate Season Pass button, " look up" customer record by last name and
complete the transaction. It should bill at a zero dollar amount. If the customer has a season pass card,
scan the barcode on the back, this should also bill at a zero dollar amount.
4.6 Returns, Refunds, Exchanges and Rain Checks

Though we strive for 100% customer satisfaction, there are inevitably those times when a purchase does not meet
with a customer's approval. We have provided the following guidelines for accepting returns, refunds or
exchanges, and rain checks:
4.6.1 Returns of Merchandise

• Each returned item should be accompanied by a receipt.
• On special order items, you should charge a 25% restocking fee.
• When entering returns in the POS system, under Options select return using receipt number. Follow the
prompts and credit using the same payment method used on original transaction.
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4.6.2 Refunds on Passes

• Customers that are dissatisfied with our service because of lines, or "not what they expected" and who
have been in the park for less than an hour, should receive a full refund.
• Customers less than satisfied with our service and who have been in the park for less than an hour should
be given a "Rain Check" instead of a refund. Only a manager can approve a Rain Check. The manager
will hand out all rain checks.
• Customer who have been in the park for more than 1 hour but are less than satisfied should speak to a
Supervisor only for any type credit.
4.6.3 Exchanges
• Products may be exchanged for full credit on non-special order items, or for other products if accompanied
by a receipt and if returned within a reasonable amount of time (i.e., 30 days or less).
4.6.4 Rain Checks on Passes

• Customers that have been in the park for less than one hour and are pulled from the water due to weather
should receive a Rain Check valid through the end of the current season. Only a manager can approve a
Rain Check. The manager will hand out all rain checks.
• To redeem a Rain Check - The customer should hand you a current year, rain check. Using the rain check
button on the POS station complete the transaction. Place the rain check in the cash drawer.
4.7 POS System Procedures

The Point Of Sale system is a very important piece of equipment at the park. It records all sales transactions and is
the temporary depository for all cash and checks. Its proper operation will ensure accurate daily sales reports.
• Every time you start a cashier's position for the day you must contact your manager. The manager will
assist you with your login. The manager will confirm the beginning balance in the cash drawer with you. At
the end of your shift contact your manager. The manager will assist you with your logout. The manager
will "pull " the drawer, leaving only the appropriate beginning balance. The pull will be placed in the safe.
The pull will be marked with your user ID and date/time of shift. You will log off the POS system and your
replacement will log on with the manager's assistance.
4.8 Sales & Customer Service Practices
4.8.1 Customer Service Practices

Customer service means more than just being pleasant to the people who visit our park. It means respecting your
customers enough to keep the park immaculate for their approval. It also means being aware of your behavior
when customers are present, even when you are not dealing with them directly.
Because our main objective at Brownstone is customer satisfaction, we recommend that you:
• Always offer to assist customers.
• Do not make negative comments that customers might overhear.
• Be prepared to answer questions by being familiar with sporting activities, merchandise and all of the park's
services.
• Use suggestive selling to make sure customers have remembered to pick up everything they need.
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Above all, be sure that your customers are treated well and that they leave the park in a happy frame of mind. All
employees should view each customer transaction as an opportunity to communicate with your patrons. They
should be treated with the utmost respect. Let repeat customers know you remember them and appreciate their
return visits by addressing them by name. Finally, always thank your customers for their business.
4.8.2 Handling Customer Complaints

Despite the effort to provide courteous service and high-quality merchandise, there may be occasions when a
customer is not totally satisfied. When a problem arises, follow these guidelines:
• Convey your concern in solving the problem.
• Apologize for any inconvenience.
• Listen to the customer.
• Do not assign blame.
• Offer possible solutions.
• Answer questions.
• Be patient.
• Contact a supervisor as needed.
4.9 Cleaning and Maintenance

• Throughout the day all retail personnel should share in the various cleaning and basic maintenance of their
stations.
• Dressing rooms and bathrooms should be inspected and cleaned at least 5 times throughout the day.
(opening, noon, 2pm, 4pm, closing)
• Outside the front gate area should be cleaned and waivers and pens replenished as needed.
• Ensure trash and recycling containers are emptied and new liner put in place.
• All work counters and cashier stations should be clean and free of debris.
4.10 Daily Closing Procedure

• The retail mall stores and island retail stands should be closed a half hour prior to the concessions &
ticketing. Restock inventory as needed. Clean station inside and out, place all product, store signage and
banners inside building. Ensure trash and recycling containers are emptied and new liners put in place.
Close and lock all windows and doors as applicable.
• The manual cash drawers should be brought up to one of the primary POS stations and all transactions
logged into the computer.
• Concession & ticketing personnel should clean entire stations inside and out. Restock inventory. Close
customer entrance area by bringing in banners, brochures, pens, waivers, and ensure trash and recycling
containers are emptied and new liners are in place.
• The closing agent will log off all POS systems following separate detailed closing manual instructions.
• Turn off all lights,( except in concession, ticketing and snack shacks) and check to make sure all
refrigeration units are working properly in both buildings. Confirm security cameras are in working order.
• Lock all windows and doors. Turn on alarm system.
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• Close out dressing, locker and toilet facilities. Wear protective gloves and footwear. Turn off cooling
systems. Using approved cleaning solutions, wash all surfaces & toilets, mop floors and walls of all
facilities, replenish supplies, clear all lockers, ensure trash and recycling containers are emptied and liners
are put back in place.
4.11 Uniforms
• Manager; White or black polo-style shirt (imprinted with the Brownstone logo and name) and Tan khaki
pants or shorts. (Suggested to purchase: 3 shirts, 2 pairs of shorts).
• Retail Staff; White T-shirt (Brownstone logo imprinted on left side - STAFF on back) and Khaki pants or
Khaki shorts. (Suggested to purchase: 3 shirts, 2 pairs of short).
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5. SPORTS DEPARTMENT PROCEDURES

All of the following job titles are members of the Sports Department, detailed job descriptions with pay rates and
certification requirements are attached separately:
• Sports Manager
• Lifeguard
• Challenge Course/ Rock climbing Facilitator
• Dive Master
• Wakeboard Instructor
• Lead Lifeguard/facilitator
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5.2 Daily Park Opening Procedures
• 1st shift facilitators, lifeguards and instructors should pick up the 2-way radios and equipment boxes
assigned to every station from the first aid station. Utilizing that stations "Inventory Inspection
Worksheet" ensure all equipment is in working order and report any missing equipment.
• 1st shift facilitators, lifeguards and instructors should pick up the first aid kit assigned to their station from
the storage unit. Every delegated station must have a first aid kit. Utilizing the "First Aid Inventory
Worksheet" inside the kit ensures that all supplies are replenished and there are enough "Incidents
Reports" included for the day.
• 1st shift lifeguards are responsible for bringing the rescue board(s) and backboard(s) to the beach, halfway
dock, rock wall, and tower prior to opening any specific station.
• Climbing Tower Station – Check cargo net and inspect and tighten anchors, set up climbing rope, set up
rope anchoring system, tighten any loose quick links on cargo net. Put first aid kit and back board at
belaying station of tower.
• Cliff Jumping Station – Inspect and clear wall of weeds and plant growth, check gates for any broken
netting or hinges, fill in gate area with sand, check water for debris, clean off water slide platform, turn on
water, fill up foot-cleaning bucket.
• Climbing Wall Station - set up climbing ropes for all climbs, setup rope anchoring system, put first aid kit at
lead belaying station of the wall.
• 1st shift lifeguards should clean beach area, inflate all floating obstacles and check straps, and bungees,
sweep docks and bridges of any debris, clean gazebos, setup all trash cans and ensure liners are in all.
And put up umbrellas on picnic tables.
• 1st shift wakeboard facilitators/instructors should open up storage units and setup wakeboarding area with
boards, check all nuts and bolts on the System 2.0s, tighten turnbuckles, turn on generators, activate red
buttons inside huts, reference and run the System 2.0s, clean run area of debris, clean area, check boards
for cracks and loose screws, and inspect features. Clean surrounding area and put out med bags. Check
daily maintenance log and ensure all items are finished.
• Zip lines 5 and 6 – Separate pulleys and harnesses that are necessary to run the station. Check gas levels
of gas in the winch and bring a water jug up to your working area.
5.3 Customers Requiring Medical Attention

Employees should report all injuries and accidents immediately to their supervisor and then follow these Medical
Action Plan steps:
• If the injury or illness is serious, call for an ambulance immediately.
• All Incidents require that a "First Aid Incident Record Form" be completed by the attending Employee.
• If the customer merely needs minor first aid or assistance in getting home, to a doctor, or to a hospital, offer
to call a relative or friend. Do not take the customer anywhere in an employee's vehicle (for liability
reasons).
• Check the equipment used and set aside for decontamination or replacement as necessary.
• Take corrective actions if necessary.
• Make no statements to customers about an accident. If a customer should inquire about the status of a
claim, advise him that an incident Report has been filed with management and has been reported to our
insurance company.
Effective 01/01/2010
Last printed 5/7/2013 1:20:00 PM
Daily Operating Procedures Manual
• Phone numbers;
o All Emergencies call - 911
o Portland Police – 860-342-6780
o Portland Fire – 860-3426752
o Portland EMS – 860-358-6000
o Hospital – 860-358-6000
• Nearest Hospital – Middlesex Hospital
28 Crescent St.
Middletown CT 06457
SEE ATTACHED - DETAILED DRIVING DIRECTIONS
Any lifeguard employee should use the appropriate whistle to designate the type of attention/action required as well
as use the radio system. The whistle system deemed appropriate by Brownstone Park is as follows:
• 1 short whistle – get the attention of a patron
• 2 short whistles - call the attention of another guard
• 1 long whistle – active rescue
• 2 long whistles – medical emergency such as a passive drowning, head, neck or, back injury, first aid
emergency, etc.
• 3 long whistles – clear the water
Please note that the whistle system should be used in conjunction with the radio system to assure that all
appropriate personnel as well as EMS are properly notified.
5.4 Spinal Injury Management

If you see or suspect an individual has sustained a head, neck, or back injury, immediately notify the other
lifeguards at or near the situation. Perform a rescue according to the American Red Cross Lifeguarding Manual,
which is summarized here:
• The primary rescuer approaches the victim with the rescue tube and retrieves the victim using either the
head/chin support or the head splint.
• Call for the backboard.
• Other lifeguards will clear the water, phone or radio for 9-1-1, and calmly enter the water with the
backboard (other swimmers should not be left in the water unattended).
• Straps and head immobilizers are undone.
• The board is then submerged underneath the water and slowly brought upward until directly under the
victim being extremely careful not bump or move victim.
• Once the board is in place, the secondary rescuer takes over the head maintaining in-line stabilization. A
rescue tube can be placed under the board at the head and the feet.
• Arms can be placed at victim’s side and starting from the chest down, secure them to the backboard.
• Once the victim is secured, carefully place headpieces trying not to move the head or spine at all.
• When victim is totally secured to backboard, carefully bring to land, and slowly walk the victim out keeping
the board as level as possible
• The victim should be placed 6+ feet away from the water.
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5.5 Potential Drowning Victim Response Plan Procedure
• If the approximate location where the victim was last seen is known: the primary rescuer must immediately
signal the other Lifeguards so a water search can be conducted. The primary rescuer will hand over the
informant to the secondary rescuer, then enter the water and begin spiral search diving in the area where
the missing person was reported last seen. The secondary rescuer will contact other park personnel for
assistance (Manager on duty, Lifeguards) and communicates the following:
▪ There is a report of a potential drowning victim
▪ The name and location of you and the secondary rescuer
▪ The name of the informant(s) and their relationship to the missing person
▪ Any urgent information about the missing person (ie. special medical needs; that there is a
potential for foul play)
▪ As soon as additional lifeguards are available, they should enter the water with masks and fins
and assist or relive the primary rescuer in conducting the search (see Deep Water Searches
below).
▪ Call 9-1-1 if necessary.
• If an approximate location where the victim was last seen is NOT known: the primary rescuer must
immediately signal the other lifeguards so a water search can be conducted. The primary rescuer contacts
other park personnel for assistance (Manager on duty, Lifeguards) and communicates the following:
▪ There is a report of a potential drowning victim person
▪ The name and location of you and the secondary rescuer
▪ The name of the informant(s) and their relationship to the missing person
▪ Any urgent information about the missing person (i.e. special medical needs; that there is a
potential for foul play)
▪ Call 9-1-1 if necessary.
• Utilizing the "First Aid Incident Record Form" the secondary rescuer will take following additional
information about the missing person from the informant/s and communicate this additional information to
the other park personnel.
▪ Name
▪ Age/Height/Weight
▪ Hair Color/Eye Color/Race
▪ Color of bathing suit/other clothing that the missing person was wearing
• At this point, all patrons must be cleared from the water. Any additional lifeguards and park personnel
present will assist in clearing the water, grabbing rescue equipment and lining up to start searching the
water.
• Shallow Water Searches; One lifeguard should gather and organize adult volunteers (other park
personnel or patrons) to assist in a shallow water or land search. Volunteers should never be in the water
more than “stomach deep”. Form a line beginning from where the cross bearing is indicated, link arms and
hold hands. A spotter will provide direction to the group. The pattern of the search depends on the shape
of the swimming area and the current (if there is a current, walk downstream). The whole line will move
forward having the searchers sweep their feet across the bottom with each step.
• Deep Water Searches; Only lifeguards will conduct the deep-water searches. Deep water is considered
greater than “chest deep”. Lifeguards will put on masks and fins and form a line in the water an arm’s
length from each other. The primary rescuer will lead the search while the secondary rescuer will bring the
rescue board or kayak and act as the safety lookout. On command, all lifeguards in line will do a surface
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dive to the bottom and do three strokes sweeping their hands back and forth in front of themselves, but
trying not to disturb the bottom. Searchers return to the surface as on a slight diagonal. The secondary
rescuer will account for all of the lifeguards. The lifeguard who is farthest back in line is where the
reformation of the new line will begin, and back up one body length. Continue searching in tho manner,
expanding the search area, until the victim is found, management or EMS call off the search or conditions
become unsafe (darkness, storms, etc.) If a guard finds the victim, they should bring the victim to the
surface by grasping the victim under the armpits and returning to the surface. If a head, neck, or back
injury is suspected, then the victim should be retrieved using a head and chin support. Once the victim is
retrieved the rescuer(s) should swim the victim to shore taking care to keep his/her face out of the water.
Backboard if necessary. As soon as possible conduct a primary survey and provide appropriate care.
• Coordination with Other Park Personnel during a Water Search; Other park personnel will respond
according to the Park’s Contingency Plans and Standardized Procedures for “Missing or Lost Persons” and
conduct an organized land search in conjunction with the water search. If the victim is found in the water,
an ambulance must be summoned immediately. Lifeguards and volunteers are relieved from the water
search only when the local dive team has physically started diving.
5.6 Weather-related and Environmental Closings

Emergencies such as severe weather, fires, or power failures can disrupt company operations. In such instances,
employees need to have an understanding of the environment and its impact on the well being of the guests.
Employees must be observant of weather changes and how to effectively minimize the risk to guests. All
employees are responsible for bringing environmental concerns to management. Final activity decisions with regard
to environmental concerns will be determined by management personnel.
5.6.1 Thunder and Lightning

• At the first sign of lightning or thunder employees and management will make sure all staff is notified and
aware of the lightning.
• When lightning or thunder is noted, all guests will be brought carefully to the ground.
• Employee(s) will determine the best place for the participants to gather (away from ropes, cables, tower,
and from open lots and bodies of water.)
• Employees and management will keep track of the time between signs of thunder and lightning to ensure
30 minutes has elapsed before park activities are allowed to resume.
5.6.2 Wind
• Familiarize yourself with the affect of wind on the tower, trees, cables, belay ropes, and belay gear.
• While it is rare, wind gusts have the potential to make several park activities unsafe. In the event you feel
wind is causing a potential hazard alert management immediately and if necessary close your attraction
until you are able to confer with management.
5.6.3 Temperature and Humidity

• Cool / cold and / or damp weather:
o Dress properly – extra clothing, warmer clothing.
o Hypothermia – the effects it has on the body and proper medical procedures to treat.
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o Some guests (especially children) may not be aware that they are exhibiting signs of hypothermia.
In the event that you encounter a guest who is showing these signs (blue lips and nail beds, is
shivering excessively, has slurred or confused speech, seems lost or is unable to climb or stand)
suggest they take a break to warm up, alert their parent, chaperone or friend to their potential
condition and if necessary alert a lifeguard and call 911.
• Warm / hot and / or humid weather:
o Know the symptoms of heat exhaustion/ heat stroke
o Be aware of sun burn – know how to determine type of burn and how to treat.
o Be sure people are staying hydrated -beverages are for sale.
o Be sure you stay hydrated; water is available for all employees.
5.6.4 Plants and animals

• Know what poison ivy looks like, keep people away from it.
• Most animals will bite if cornered or harassed – vocalize to guests to stay away from and to not entice any
animals.
• There might be ticks at BEDP, make sure you are aware of your surroundings, how to spot a tick, and how
to remove a tick.
• West Nile and Lyme disease are always a possibility, consider insect repellant.
5.7 Lifeguard Surveillance Operating Procedure

General surveillance responsibilities will be performed by both sporting activities Lifeguards and additional
dedicated surveillance Lifeguards.
• All Lifeguards must interact positively with the patrons in the park to promote an atmosphere of trust and
goodwill. This was outlined in the American Red Cross Lifeguarding Manual.
• The techniques illustrated in the Five Minute Scanning Strategy. Will be used when conducting
surveillance.
• Each Lifeguard must have a rescue tube, whistle, and pocket mast while conducting surveillance.
• Lifeguards are responsible for keeping the area around the Lifeguarding station clear of equipment and
people so there is a clear pathway for accessibility.
• Each Lifeguard is responsible for his/her daily physical training (including running and swimming). The
Lead Lifeguards will conduct all training exercises.
• Lifeguards are responsible for practicing the following skills; CPR, lost person searches, single rescue, and
spinal injury management at least once per week.
• Lifeguards will check the bottom of shallow swimming areas for underwater hazards during opening and
closing procedures. This area will include depths of up to six feet deep.
• All Lifeguards are responsible for maintaining the swimming areas including but not limited to picking up
litter, and raking as needed. In the case of cleaning up spills where blood borne pathogens may be present
the spill will be cleaned using a mixture of one part bleach to ten parts water.
• Avoid the use of whistles whenever possible, but never hesitate to use them if necessary. Be sure to blow
the whistle in a loud, attention-getting manner. Correct use of the whistle is imperative so the other
lifeguards remain alert and aware of the surroundings.
o One short quick blast - used to get the attention of a patron.
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o One long blast - indicates guard is performing a rescue

o Two short blasts - signals other lifeguards for rotation or to attend to minor first aid injuries. Two-
way radios are the preferable way to communicate among lifeguards and staff.
o Two long whistles or air horn blasts - a medical emergency such as a passive drowning victim,
head, neck or spinal injury, or other emergency that most likely requires summoning EMS
personnel.
o Three long blasts on a whistle or an air horn blasts - clear the water.
5.8 Lifeguard Positions & Areas of Responsibility
The maps and diagrams that follow are an approximate guide to Lifeguard stations and their responsibilities. Every
guard is responsible for responding to or signaling for a guard who can respond, quicker than they can, to any
incident they witness:
5.8.1 Beach area/12 and under:

Primary: the 12 and under swim area and beach area.
Secondary: Policing use of PFDs on docks, kayakers and other patrons using rentals and the log role.
2nd Beach Area/12 and under, stationed at main dock:
Primary: the 12 and under swim area and beach area.
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Secondary: Policing use of PFDs on docks, kayakers and other patrons using rentals and the log
role.
5.8.2 Bottom of Zip 2 & Bottom of Drop Zip:

Primary: Guests on zip 2
Secondary: Swim area to right of their position, drop zip and log roll.
5.8.3 Blob Tower
Primary: All inflatables and Blob
Secondary: Guarding gazebo 1&2
5.8.4 Top of Drop Zip
Primary: Drop Zip and Zip 2
Secondary: Back side of all inflatables
5.8.5 Cliff Jump 1
Primary: mini cliff, big cliff, all the way to halfway dock and tower entry swim area
Secondary: slide when no cliff 2 and entire park
5.8.6 Cliff Jump 2
Primary: Cliff 2 to halfway dock and the slide.
Secondary: Entire park
5.8.7 Slide Guard
Primary: Slide and area to halfway dock
Secondary: Rope swings
5.8.9 Rope Swing
Primary: Rope swing
Secondary: mini rope swing
5.8.10 Mini Rope Swing
Primary: Mini rope swing
Secondary: Rope swing
5.8.11 Wakeboarding 1
Primary: Wakeboarding
Secondary:Peninsula
5.8.12 Bottom of 5,6,7 & 8
Primary: Bottom of 5,6,7 & 8
Secondary: Wakeboarding 2 & 3
5.8.13 Bottom of Zip 1
Primary: Zip 1
Secondary: enforce no swimming this side of halfway dock.
5.8.14 Mini zips
Primary: mini zips
Secondary: enforce no swimming this side of halfway dock.
5.8.15 Halfway Dock Guards
If only one guard (must be patrolling):
Primary: Cliff jump to halfway dock and all inflatables
Secondary: alert swimmers to boat traffic
If two Halfway dock guards:
Guard 1:
Primary: Cliff jump to halfway dock blob, and inflatable closest to zip 2
Secondary: Inflatables
Guard 2:
Primary: Inflatables and gazebos
Secondary: Keeping guests away from mini zips and bottom of slide.
5.8.16 Bottom of Zip 3:
Primary: Unloading Zip 3
Secondary: PFD policing on main dock, kayakers and other renters (keep them clear of zip lines)
5.8.17 Rentals
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Primary: all guest in tubes and crafts

Secondary: 12 and under area
5.8.19 Tug of war:
Primary: Tug of war
Secondary: Renters and inflatables
5.8.20 PFD Guard(s)
Primary: Properly fitting guests with PFDs
Secondary:12 and under area, support lifeguard shack
5.8.21 Lifeguard Shack
Primary: Administer First Aid
Secondary: Manage guard staff
5.8.22 Floater
Primary: Circulate park providing quick hydration and bio breaks to all guards
Secondary: Providing additional coverage to high traffic areas.
5.9 Life Jackets/Personal Flotation Devices (PFDs)

Properly fitting personal floatation devices (PFDs)/lifejackets make a huge difference in our guests
experience in the park. A PFD that is not snug with the straps in the right place will cause chaffing and will result in
an uncomfortable rash that can stay with guest for days. This is not the lasting impression we want guest going
home with.
Staff that are assisting guest with PFD fitting need to ensure that each guest is in the correct size PFD and
that they are properly cinched (tightened on the guest). If you take the time to explain to the guest that if they
maintain a snug fit with all the buckles closed and the straps in the correct places, the PFD will not only provide
them with better buoyancy, it will also protect them from developing a rash where the straps rub against their ribs or
underarms.
Make sure that the back panel on our standard PFD is pulled down and that the lower strap is on the back
panel, not falling off of it and cutting into the back of the ribs.
5.10 Cliff Jumping Operating Procedure
At least one certified lifeguard should be manning the Cliff Jumping area. If more than two jump stations are open
at any time then a second Lifeguard is required. The Lifeguard should be sitting in lifeguard chair on top of the
block. The following operating procedures should be followed at all times:
• In order to ensure all participant's and employee's safety you, the Lifeguard, should be in control of all
activities on or around the Cliff. No participant should jump off the cliff without you giving them the direct
verbal command to do so.
• Direct all participates to read the Safety Rules Sign and continue to repeat that diving and flipping are not
allowed anywhere in the park.
• Prior to jumping off the big cliff, participants must first use smaller cliff.
• Establish a single waiting line at each jump station, allowing only one participant inside the actual jump
station at a time.
• Visually inspect the participant’s life jacket, make sure it is an appropriate size and is tight enough. If
lifejackets are not the correct size the patron may not jump until a proper lifejacket is obtained. Instruct the
participant to keep his/her arms by his/her side, or holding the life jacket, legs together and to jump away
from the wall.
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• Direct the participant not to jump until you give them the go ahead. Have them step up to edge, then have
them look to make sure the landing area is clear and wait for your go ahead. Once you are sure the
landing area is clear, give the Jump command.
• Direct the participants to swim straight out and away from the landing area, so the next participant can
proceed.
• Direct the next participant to enter the jump station.
Upon opening the activity and upon each lifeguard rotation all of the fencing, cliff wall foliage, landing area, and
gates should be inspected and tightened if necessary, trimmed back, cleared, or repaired.
5.11. Drop Zip Line

The drop zip line is located next to the WPA wall and near the tower. This zip line requires the customers to let go
of the handle and drop into the water. Once the customer hits the water they must swim to the halfway dock.
Customers are required to drop between the two buoys below to ensure a safe deep water plunge. If asked to run
drop zip, you must remind all customers of this before they are allowed to go. The step stool is for employees and
customers. Use it to attach the handle, then step down to block the customer from going before you have cleared
the line and read them the rules. When they are ready, move out of the way and instruct them to walk or gently jog
off the end of the diving board. Drop zip handles are collected at the bottom and have their own boat designated for
pulley runs. When the boat drops them off, help the boat driver hoist them up the retrieval line. A bundle of ten or
more is too heavy for one person alone to hoist.
5.11.1 Drop Zip Line Opening

1. Remove the pulleys and handles from the tower shed and bring to the drop zip area.
2. Bring harnesses from the tower area to the drop zip area
5.11.2 Drop Zip Line Closing

1. Bring the harnesses to the tower shed.
2. Bring the handles and pulleys to the tower shed.
3. Clean the drop zip area
4. Assist the tower staff in cleaning up
5.12 Inflatable Iceberg Operating Procedure

A single certified lifeguard should be manning the Inflatable Iceberg at all times. The lifeguard will be stationed on
a dock which provides a view of the front and backside of the Iceberg. The following operating procedures should
be followed at all times:
• In order to ensure all participants and employees safety you the lifeguard should be in control of all
activities on or around the Iceberg. No participant should climb, slide, or jump on or off the Iceberg without
you giving them the direct verbal command to do so.
• Establish one waiting line at least 4 feet away from the bottom of the climbing wall, allowing only two
participants to climb at a time.
• Only two participants should be on the Iceberg at a time. Therefore before allowing a new participant to
climb the tower, at least one of the previous participants needs to slide or jump off.
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• Direct the participants at the top of Iceberg to Jump or Slide on your command only. First ensure landing
area is clear and then give them the Jump or Slide command.
proceed.
• Once the participants are on the top of the Iceberg, have the next climber begin their climb.
Upon opening the activity and upon each lifeguard rotation all of the primary bungees, straps and connectors
should be inspected and if required tightened.
5.13 Inflatable Trampolines Operating Procedure

A single certified lifeguard should be manning each of the Inflatable Trampolines at all times. The lifeguard will be
stationed on a dock or beach which provides a view of the appropriate Trampoline. The following operating
procedures should be followed at all times:
activities on or around the Trampoline. No participant should flip or dive on or off the Trampoline.
• No participant may swim under the trampoline.
• Establish one waiting line at the entrance matt or ladder of the trampoline, allowing only four participants to
jump at a time.
• Only four participants should be on top of the Trampoline at a time. Therefore before allowing a new
participant to jump, at least one of the previous participants should have slid or jumped off.
should be inspected and if required tightened. If the inflatable requires air, it should be closed until it is re-inflated.
5.14 Inflatable Climbing Slide Operating Procedure

A single certified lifeguard should be manning the Inflatable Climbing Slide at all times. The lifeguard will be
stationed on a dock which provides a view of the front and backside of the Slide. The following operating
activities on or around the slide. No participant should jump or flip off the slide.
• Establish one waiting lines at least 4 feet away from the bottom of the climbing wall, allowing only two
participants to climb at a time.
• Only two participants should be on top of the slide at a time and two inside. Therefore before allowing a
new participant to climb the wall, at least one of the previous participants needs to slide off.
• Direct the participants at the top of the slide to slide on your command only. First ensure landing area is
clear and then give them the Slide command.
proceed.
• Once the participants are on the top of the slide, have the next climber begin their accent.
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5.15 Inflatable Revolution Operating Procedure

A single certified lifeguard should be manning the Inflatable Rocket at all times. The lifeguard will be stationed on a
dock which provides a view of the front and side of the Rocket. The following operating procedures should be
followed at all times:
activities on or around the Rocket.
• Establish one waiting lines at least 4 feet away from the bottom of the rocket, allowing only four participants
to climb at a time.
• Only four participants should be on top of the Rocket at a time. Therefore before allowing a new participant
to climb up, at least one of the previous participants need to slide or jump off.
5.16 Inflatable Wibit Operating Procedure

A single certified lifeguard should be manning the Inflatable Wibit at all times. The lifeguard will be stationed on a
dock which provides a view of the front, top and sides of the Wibit. The following operating procedures should be
followed at all times:
activities on or around the Wibit. No participant over 12 years old should climb on the Wibbit without you
giving direct permission to do so.
• All patrons should be able to fit into a YOUTH sized lifejacket to ensure they are under the 100 pound
weight restriction.
• Establish a constant movement on the Wibit, allowing only four participants to be on the tower at a time.
• Only ten participants should be on top of the Wibit at a time. Therefore before allowing a new participant to
climb up, at least one of the previous participants should have slid or jumped off.
• If necessary the lifeguard can be stationed at the top of the Wibit to ensure optimal safety of patrons.
5.17 Rope Swing Operating Procedure

A single certified lifeguard should be manning the rope swing at all times. The lifeguard will be stationed on the
rope swing platform which provides a view of the top, front and sides of the rope swing. The following operating
activities on or around the rope swing.
• Establish a waiting line behind the designated rope and patrons should be waiting on the right side of the
platform if you are facing the water.
• One patron at a time can cross the roped area to use the rope swing.
• Inform each patron on proper instructions and make sure once the patron lands in the water he/she is moved
out of the way before letting another patron swing.
should be inspected and if required tightened. If the inflatable requires air, it should be closed until it is re-inflated
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5.18 General Belay Techniques

If you are reading this, you have already passed the general belay certification course. This section was
inserted into this manual as a reference. The following section was taken from the American Mountain Guides
Association Climbing Wall Instructors Technical Manual. The most important thing to remember is P-BUS:
P – PULL B – BRAKE U – UNDER S -‐ Slide
The P-BUS technique is explained and then displayed in the following pictures below:
Stage 1: Starting Position: The brake hand holds the rope in the brake position, 1 to 3 inches below the device with
the palm of the brake hand facing down. The non-brake hand is at eye level.
Stage 2: Brake hand pulls up as non-brake hand pulls down. Do not linger in this non-braking position. Proceed
immediately to:
Stage 3: Brake hand arcs down to brake position, in the mid-line. Do not linger in this position. Proceed to:
Stage 4: With the non-brake hand, pinch the rope below the brake hand to stabilize the rope.
(Variation: Pinch the brake strand just below the device.)
Stage 5: Slide the brake hand to within 2 inches of the device. Do not release the brake hand.
Stage 6: Return to stage 1. Repeat process as appropriate.References
American Mountain Guides Association. "Top Roping Belay Techniques." Climbing Wall Instructors Technical Manual. 1st ed. Vol. 1. N.p.:
American Mountain Guides Association, n.d. 38-39. Print.
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5.19. Cargo Net

The cargo net is approximately 90 feet tall and is located near the rock wall on the island. The cargo net is
equipped with two auto-belay systems. The climbers will start at the bottom and climb to the top. Once they reach
the top or decide they would like to come down, they simply climb down.
5.19.1 Cargo Net Opening
1. Remove the auto belay systems from the rock wall shed.
2. Climb either route for zip #3 and walk around to the top of the cargo net, Make sure to attach to the
safety line via crab claws as you make your way over.
3. Attach the auto-belay system to the steel wire at the top.
4. Climb back down, using zip #3
5. Attach the bottom of the auto-belay to the anchor at the bottom using a carabineer, pulley, and a
length of bungee. These systems will be set up exactly like the auto-belay systems on the rock wall
are set up.
5.19.2 Cargo Net Closing
1. Untie the auto-belay system from the bottom.

2. Climb to the top via zip #3 and remove the auto belay systems.
3. Climb down back to the bottom.
4. Coil the auto-belay system and store away in the shed.
5.20 Climbing Tower and Zip Line Operating Procedure
The tower is located behind the office trailer adjacent to the road. The tower has two zip lines coming off of it. The
first zip line is zip line #1. This zip line is located at the very top of the tower and is accessible via a cargo let. While
climbing up the cargo net, the climber is being belayed by an instructor at the bottom. This zip line ends on the
island. The next zip line is zip line #2. This zip line ends on the beach by the lifeguard shed. Customers access this
zip line by climbing a large rope with cargo net railings. When climbing this, the customer is not clipped in to
anything nor are they being belayed. The tower also contains a water slide that is usually manned by a lifeguard but
it is never a bad idea to keep an eye on the slide to ensure rules are being enforced.
5.20.1 Tower Opening
1. Unlock the tower shed (located under the waterslide platform).
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2. Remove the rope and set it up the same way you would for the rock wall. Tie a program knot
(super 8) on the end of the rope closest to the cargo net. Finish this knot off with the safety knot
and tie a catastrophe knot in the other end
3. Attach the Grigri and tie and connect the ground anchor.
4. Remove the pulleys and harnesses from the shed.
5. Bring the crab claws and safety lines to the tops of zip lines #1 and #2
6. Turn on the slide pump if needed.
5.20.2 Tower Operating
The Climbing Tower will be staffed with two facilitators per zip line that are open. There must be at least one Lead
Facilitator on the tower at all times. During peak times an additional Facilitator for the lines will be added to assist
participants with harnesses. The designated stations are as follows; Facilitator on each open zip line platform, a
Facilitator belaying Participants climbing the cargo, a facilitator on bottom of V-Rope Bridge, and when necessary
another Facilitator on the lines. The following operating procedures should be followed at all times:
• Advise participants of safe practices and direct all participants to read the "Climbing Tower Rules" (see
additional packet).
• Direct participants to put climbing harness on themselves, once the harness is on make sure all buckles are
doubled backed.
• Belaying Facilitator should double check all knots, belay set-ups, and ensure they anchored. Belayer should
explain to each participant the entire process of climbing and zip lining and then connect participant to belaying
rope.
• Using proper climbing commands (On Belay - Belay On, Climbing - Climb On, Take - Lower, and Off belay -
Belay Off. Participants should climb the tower.
• Zip Line Facilitator should connect participant to a Locked pulley, then disconnect the belaying rope,
ensure prior participant has cleared the landing area, then explain to participant the landing process, and
then disconnecting locking carabineer.
5.20.3 Tower Closing:
1. Bring down the crab claws and safety lines from the tops of the zip lines.
2. Bring down the rope and replace with the string.
3. Coil the rope and hang it in the shed.
4. Arrange the pulleys in groups of 5 and hang them in the shed.
5. Neatly hang the harnesses in the shed.
6. Count all pulleys and harnesses including employee harnesses then record the count on a piece of
paper in the office near the time clock
7. Lock the tower shed.
8. Clean up the tower area and bring the garbage to the street.
9. Turn off the slide pump if needed.
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5.21. Rock Wall Operating Procedure and Climbing Cargo Net
The rock wall is located in the back, left corner of the park on the “Island” or “Peninsula”. The rock wall consists of
natural climbs, hand hold climbs and via ferrata climbs for the varying abilities of customer base. They are two zip
lines coming off the wall zip line 3 and zip line 4 ( a dry landing).
THERE IS A WEIGHT MINIMUM OF 100 POUNDS on this zip line. This is because the auto-braking system will
stop a person under 100 pounds prematurely.
There are four certified routes on the wall. Anyone who wishes to use these walls must complete our belay class.
Customers wishing to take a belay class can signup and pay for the class at the main gate. These routes do not
lead to zip lines. Once the climber reaches the top, they must repel down. These walls are setup for special cases
only and should not be opened on a regular basis.
5.21.1. Rock Wall Operating Procedure and Climbing Cargo Net Opening:
1. Unlock the rock wall shed

2. Remove ropes (typically the blue ropes) and the auto-belay systems
3. Use the white strings to raise the ropes to the top and then back down to create a top rope climbing
system.
a. Be sure to tie the white strings to the climbing ropes using clove hitches to multiple
overhand knots.
4. Bring the auto-belay systems to the tops of the cliffs and attach them to the metal cables at the top.
Lock the carabineers and screw gates and then drop the rest of the rope to the ground.
5. Set up the safety lanyards and ropes at the top of the cliffs. Both zip lines need three safety
anchors. One anchor is for the operator and the remaining two are used to clip in customers.
EVERYONE THAT IS AT THE TOP MUST BE CLIPPED IN!
6. Set up the bottom of the auto-belay system by using a pulley, carabineer, and a bungee. Attach the
pulley to the rope then attach the carabineers. The carabineer should be attached to the bungee
already. The other end of the bungee should be attached to the ground anchor by passing the end
of the bungee through the anchor, pulling it tight, then tying it to the anchor using a running alpine
hitch (a series of half hitches).
7. The other ropes should be setup using a program knot (super 8) on the end of the rope closest to
the wall. The program knot should have two carabineers with opposing gates attached to them and
then finished off with a half fisherman’s safety knot. The other end of the rope should have a
catastrophe knot tied into it and a Grigri should be attached.
8. Tie the ground anchors
9. Bring out the table, harnesses, helmets, and pulleys
Everyone must do their part to keep the rock wall shed clean and organized. It makes it easier on everyone if
everything is kept neat. The rock wall has 4 lines for customers to stand in while they wait their turn. These lines
are a very important tool for keeping order and keeping customers organized. To ensure every belayer and harness
assistant is on the same page, we will designate which lines are which so that one person doesn’t tell a customer
something different than the previous belayer told them.
First, when looking at the rock wall, the two lines to the right are for zip line #3 and the lines to the left are
for zip line #4. Next, the two lines closet to the wall on both the left and the right sides are for the via ferrata and the
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two lines on both sides farthest from the wall are for the rock wall. The picture below shows an aerial view of the
lines:
5.21.2 Rock Wall Operating Procedure and Climbing Cargo Net Operating
The Rock Climbing Wall will be staffed with two facilitators per zip line that is open. There must be at least one
Lead Facilitator on the wall at all times. The designated stations are as follows; One on the top of the wall, one
belaying the participants. The cargo net will be staffed with one belayer on the bottom to properly clip in the auto-
belay system. The following operating procedures should be followed at all times:
• Advise participants of safe practices and direct all participants to read the "Climbing Wall Rules" (see
attached).
• Direct participants to put climbing harness on themselves, once the harness is on make sure all buckles
are doubled backed.
• Belaying Facilitator should double check all knots, belay set-ups, and ensure they anchored. Belayer
should explain to each participant the entire process of climbing and zip lining and then connect participant
to belaying rope.
• Using proper climbing commands (On Belay - Belay On, Climbing - Climb On, Take, Got, Lower, and Off
belay - Belay Off. Participants should climb the tower.
• Zip Line Facilitator should connect participant to a Locked pulley, then disconnect the belaying rope,
ensure prior participant has cleared the landing area, then explain to participant the landing process, and
then disconnecting locking carabineer.
5.21.3. Rock Wall Operating Procedure and Climbing Cargo Net Closing:
1. Bring down the auto-belays and safety lanyards then take the ropes down and replacing them with
the white string. Do not take all of the knots out of the rope used for the auto-belays. Also, leave
the rope and auto-belay assembled and attached to each other.
2. Coil the ropes using the proper coil technique and hang in the shed.
3. Put helmets back into the shed.
4. Collect all of the harnesses and pulleys from the rock wall and the racing zip lines. Count all of the
pulleys and harnesses including staff harnesses. Be sure to record these numbers on the harness
and pulley count sheets by the time clock in the office. If the count is off, locate the missing gear.
5. Put the pulleys into groups of 5 and put into the shed.
6. Put the harnesses back into the shed.
7. Ensure all of the equipment is in the shed then lock it.
8. Clean up the rock wall area and bring garbage to the street.
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5.22 Racing Zip Lines
The racing zip lines are the tallest zip lines in the park therefore they have a tendency to be the busiest of
the zip lines in the park. The racing zip lines consist of four parallel zip lines that are 85 feet high at the top. The zip
lines are named zip lines #5, #6, #7, and #8. They are popular for both their height and the fact that people can zip
line at the same time as their friends and “race” to the end. Also, the ease of access attracts people to them.
5.22.1 Racing Zip line Opening
1. Bring harnesses, pulleys, 4 crab claws, 4 safety lines and 1 anchor line to the top. The safety
lanyards, crab claws, and employee harnesses are in a box located in the lifeguard shed.
2. Lay out pulleys and harnesses
3. Uncover the winch and turn on to test. *If unfamiliar with the winch retrieval system, please see a
manager to become properly trained
4. Attach the crab claws to the zip line. One claw is attached to the actual zip line and the other is
attached to the wire loop at the top of the pole. The crab claws are for you, the employee.
5. Attach the safety lanyards to the angled support line closest to the step for the zip line. This safety
is for the customer.
6. Attach the anchor rope to the eyehook in the rock that holds the winch. This anchor is for the
harness assistant.
*Employees and Patrons should always be attached to safety lines before making it to the top of the platform.
Harness assistants are also required to be clipped into a safety line when retrieving pulleys and harnesses from the
winch system.
5.22.2 Racing Zip Lines Closing
1. Take down the crab claws and safety lines.

2. Organize and count the pulleys and harnesses. Bundle them up and send them down the zip line.
Be sure to tightly bundle them and combine harnesses and pulleys together so that the bundle has
enough mass to reach the bottom of the line.
3. Turn off the winch and cover.
4. Return the crab claws, lanyards and employee harnesses to the lifeguard shed.
5. Clean up the area and bring the garbage down to the street. Pick up garbage on the trail
5.23 Mini Zip Lines

The Mini Zip lines are located between the tower and cliff jump. They are our smallest zip lines and are often used
primarily by small children and parents. A lot of our customers will require special mini zip line harness nicknamed
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“minis”. Familiarize yourself with these harnesses before working this station, because a lot of the time you will
have to help small children into these harnesses. Or teach their parent or guardian to save time when dealing with
long lines. Normally once you show one person how to do it, the next few people in line will be listening in. As with
all zip lines you are required to check harnesses before sending anyone down, especially when you are not the
person who put said harness on.
5.23.1 Mini Zip Opening:
1. Remove the pulleys and harnesses from the tower shed and bring to the mini zip area.
2. Bring two crab claws from the tower shed to the mini zip area
3. Attach the crab claws to the zip line. One claw is attached to the actual zip line and the other is
attached to the wire loop at the top of the pole. The crab claws are for you, the employee.
5.23.2 Mini Zip Closing
1. Take down the crab claws

2. Store employee harnesses and crab claws in the tower shed
3. Clean the tower area
4. If the tower area is still open, put your pulleys and harnesses into rotation at the tower and see a
manager for further instructions.
5.24 Wakeboarding Operating Procedure

At least one wakeboarding staff member must be working each System 2.0 that is running at all times. The
operator will be stationed on a dock or in a chair which provides a view of the entire run. The following operating
• Ensure all items on the daily maintenance log are marked off and finished.
• In order to ensure all participants and employees safety you the operator should be in control of all
activities on or around the System 2.0. No participant should climb the side of the System or swim around
the wakeboarding run.
• Establish three waiting lines at least 4 feet away from the bottom of the take-off area, allowing only one
participant to wakeboard at a time.
• All participants must go through an instructional session with a wakeboard instructor before going down the
run.
• All participants must be wearing a helmet.
• All participants are allowed up to two full, uninterrupted laps.
• In order to hit features you must have your own board or rent the slider board.
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5.25 Safety Personnel should be aware Scuba Diving Operating Procedure

In general scuba divers do not require any specific supervision from our sports department personnel. The
following are the operating procedures for specific tasks that do require Brownstone staff to perform:
• When renting scuba equipment take receipt and a driver’s license as collateral from customer, visually
inspect equipment, and provide to customer. Put the receipt and license in Scuba Shacks cash draw until
equipment is returned.
• Scuba divers should be told to use one of the available "Divers Check in/out Boards" when entering and
existing the water. The board should be checked by all safety personnel throughout the day, checking the
time in, ensuring dive times do not exceed responsible dive lengths. Divers that have checked both in and
out should be erased from the board.
• Safety Personnel should be aware of divers in the water and watch for signs of an emergency. In addition
all personnel should ensure the "Scuba Rules" are be adhered to at all times.
5.26 Daily Park Closing Procedure
• Closing shift Facilitators, Lifeguards and Instructors should utilize the stations "Inventory Checklist"
inspect all equipment and store in the equipment box, sign Inventory Worksheet, return all equipment to
storage unit , and hang all wet gear to dry.
• Closing shift Facilitators, Lifeguards and Instructors should utilize the stations "First Aid Inventory
Checklist" to inspect all kits and ensure supplies and equipment are cleaned and replenished. Sign
Inventory checklist, return all equipment to storage unit , and hang all wet gear to dry.
• Closing shift Lifeguards are responsible for bringing the rescue board(s) and backboard(s) back to storage.
• Climbing Tower Station - pull up cargo net, take down climbing rope and anchoring system.
• Climbing Wall Station - take down climbing ropes for all runs and anchoring systems.
• Closing shift Lifeguards should clean beach area, sweep docks and bridges of any debris, empty all trash
cans and ensure liners are in all. And take down umbrellas on picnic tables.
• Wakeboarding – Shut off power to the System 2.0s and then turn off generators. Check fuel levels, clean
surrounding areas, put away all boards and equipment. Check the daily maintenance log for additional
items and bring in trash from the island.
5.27 Uniforms
All employees will report to work in uniforms as outlined below, with a clean and neat appearance as described in
Dress Code section of this Procedures Manual
• Sports Manager; White or Grey polo-style shirt imprinted with the Brownstone logo and name or white t-
shirt imprinted with Brownstone logo and name with STAFF on the back, and Tan khaki pants or Khaki
shorts. (Suggested for purchase: 3 shirts 2 pairs shorts).
• Lifeguards; Fox 40 Whistle on lanyard and buoy, White T-shirt or tank top(Brownstone logo imprinted on
left side - Red Cross on back) and red guard board shorts. Female guards are required to wear red guard,
bathing suit. Red guard rain jackets and sweatshirts and sweatpants are available. (Suggested for
purchase: 1 whistle with lanyard and buoy, 3 shirts, 1 female suit, 2 pairs of shorts).
• Facilitators; Blue T-shirt (Brownstone logo imprinted on left side - Climbing emblem with STAFF on back)
and khaki shorts. Rain jackets and sweatshirts and sweatpants will be available. (Suggested for purchase:
3 shirts, 2 pairs of khaki shorts).
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• Wakeboard Staff; Green T-shirt and board shorts will be provided by Oakley. Female staff are required to
wear a one piece bathing suit. Rain jackets and sweatshirts and sweatpants will be available. (Suggested
for purchase: female suit).
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6. OPERATIONS DEPARTMENT PROCEDURES
6.1. Job Descriptions

All of the following job titles are members of the Operations Department, detailed job descriptions with pay rates
• Equipment Manager
• Maintenance Staff
• Lot Attendant
• Shuttle Bus Driver
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6.2. Daily Opening Procedure
• Shuttle Bus Drivers, ensure your vehicle is clean and fueled. Utilizing the “First Aid Inventory
Worksheet” inside your first aid kit, ensure that all supplies are replenished and that there are
enough “Incidents Reports” for the day.
• Lot Attendants, ensure that your designated areas are clean and cleared of any debris that would
interfere with pedestrian or motor vehicle traffic. Confirm that all road signs or special markings for
the day are in place for the public to see clearly.
• Equipment Manger, ensure that all equipment under your direct care is in working order and in
position for proper use.
6.3. Cleaning and Maintenance

• Clean and/or confirm cleanliness of all work areas and identify and report any maintenance issues
to your supervisor for attention/repair.
6.4. Shuttle Bus Procedure

• Confirm which lots will be used for the day. Inspect appropriate lot/lots for possible guest pick up.
• Greet all guests in a friendly, welcoming manner. Help guests enter the vehicle if needed; assist
them with packages, gear etc. as requested. Ensure all passengers are properly seated with all
gear/equipment safely stored prior to departure.
• Announce the stops that will be made during your route.
• Politely answer guests’ questions or direct them to the proper staff member for assistance.
• Assist the guest with unloading as needed.
6.5. Equipment Maintenance Procedure

• Regularly inspect equipment before and after use.
• Report, and fix if possible, any issues associated with equipment. If you do not know how to fix it,
report it to a manager.
• Return equipment to correct storage space neatly.
6.6. Purchasing Procedure

1. Utilizing PO book, list any merchandise required by filling out a single PO per vendor. If you do not place
the actual order at that time, leave the PO in the Book.
2. While ordering with any vendor complete the PO with quantity ordered, unit cost and vendor part number.
Please provide vendor the PO number from the top right of PO form.
Effective 01/01/2010
Last printed 5/7/2013 1:20:00 PM
3. Confirm shipping and/or COD charges and list on PO, Get waived if possible.
4. Indicate if product is for Customer Back Order (BO), Replacement Stock (RS), New Stock (NS). NS for
over $1,000 require CFO approval.
5. After Order is placed with vendor, place white copy of PO in “Open PO’s” file.
6.7. Customer Vehicle Parking Procedure

• Park all vehicles in the main and upper lots.
• We are not responsible for any goods stolen from the vehicles during the day, therefore encourage
all patrons to lock their cars while they are in the park.
• Cars parked at the front gate, office, or tower areas are subject to towing.
6.8. Daily Closing Procedure

• Ensure that the areas have been cleaned of all trash
• Report and suspicious vehicles that have been left behind at the end of the day
7. FOOD & BEVERAGE DEPARTMENT PROCEDURES
7.1 Food & Beverage Department Job Descriptions

All of the following job titles are members of the Food & Beverage Department, detailed job descriptions with pay
rates and certification requirements are attached separately.
- Cook
- Server
- Pizza Chef
- Pizza Cashier/ Prep
- Grounds Help
7.2 Daily Opening Procedure

1. Check cooler & freezer temps. Freezer should be 8 degrees or lower and the cooler should be 35-40
degrees
2. Check group reservations and see if we have any food fest or lunch packs.
3. Turn off AC
4. Fill ice in the fountain soda machine
5. Heat Chili & Cheese
6. Fill water jugs for staff, place containers out at the end of the sand
7. Turn on the exhaust fans and turn on the flat top and oven
8. Make sure grease container is clean
9. Clean fryer and set to 350 degrees
10. Make sure cooler is stocked
Page 48
11. Set up condiments, napkins

12. Cook cookies, pretzels, and any other necessary items.
13. Open windows and begin business.
7.3 Daily Closing Procedure

1. Make sure to prep everything possible for the next day
2. Turn off fryer, flat-top, oven exhaust fan heat light
3. Turn on AC
4. Sweep & Mop
5. Clean flat-top
6. Fill coke machine with ice
7. Do all dishes
8. Cool down soups and cheese
9. Drain and clean Three Bay sink
10. Take Out trash
11. Pick up around tables
12. Wipe down tables
13. Take down umbrellas
14. Check and clean bathrooms
15. Stock Coke cooler then put soda in larger cooler
16. Stock freezer
17. Check Island, and stock with necessary items
18. Walk through and make sure everything is off.
7.4 Culinary Manual
8. SALES AND MARKETING DEPARTMENT PROCEDURES

All of the following job titles are members of the Traffic/Parking Department, detailed job descriptions with pay rates
• Group Sales Manager
• Events Coordinator
Page 49
8.2 Group Reservations Procedure
• All reservations will be handled in the office through appropriate personnel.
8.3 Private Dock or Facilities Rental Procedure
• Private docks and facilities are to be used only by those who have rented them for their allotted
time.
• Rentals are to be handled by appropriate personnel.
8.4 Incentive Reporting Procedure
• All incentive reports are to handled by appropriate personnel.
8.5 Advertising & Material Approval Procedure
• All approvals are to be handled by appropriate personnel.

9. Driving Directions to Middlesex Hospital:
• Start at: 161 Brownstone Ave, Portland, CT 06480

• Head southwest on Brownstone Ave toward Silver St go 0.1 mi total 0.1 mi
• Take the 1st left onto Silver St About 1 min go 0.3 mi total 0.4 mi
• Turn right at CT-66/Main St Continue to follow CT-66 About 3 mins go 1.2 mi total 1.6 mi
• Continue on Main St About 1 min go 0.3 mi total 1.9 mi
• Turn right at Pleasant St go 446 ft total 2.3 mi
• Take the 1st left onto S Main St go 440 ft total 2.6 mi
• Take the 1st left onto Crescent St Destination will be on the right go 400 ft total 2.7 mi
• End at: Middlesex Hospital 28 Crescent St Middletown, Connecticut 06457
10. ACKNOWLEDGMENT
I acknowledge that I have received a copy of the Brownstone Park Employment Operating Procedure
Manual, and I do commit to read and follow these policies and procedures.
I certify that I have received Bloodbourne Pathogen Training, the Hazcom (Right to Know) Training and I
am aware of Brownstone Park’s Exposure Control Plan.
I also am aware that Brownstone Park, at any time, may on reasonable notice, change, add to, or delete
from the provisions of the company policies.
________________________________ ___________________________
Employee’s Printed Name Position
________________________________ ___________________________
Employee’s Signature Date
10.1 Hepatitis B Declination Form
Emplyees who can reasonably expect to come into contact with blood or other bodily fluids as part of their job (i.e.
Lifeguards) must complete this form annually:
Name:__________________________ DOB:____ /____ /______

Address:_____________________________________________
City: _________________State:___________ Zip:____________!
Hepatitis B Vaccine Consent Form
I have read the information about Hepatitis B and the Hepatitis B vaccine. I have had an
opportunity to ask questions and understand the benefits and risk of Hepatitis B vacci-
nation. I understand that I must have three (3) doses of the vaccine to best confer likely
immunity. However, as with all medical treatment, there is no guarantee that I will be-
come immune or that I will not experience an adverse effect from the vaccine.
Choose one:
! I understand the risks and benefits of immunization with Hepatitis B vaccine, and
I would like to receive vaccination. If a woman, I attest to the fact that I am not pregnant.
! I have received the series of three (3) doses of the Hepatitis B vaccine.
! I understand that due to my occupational exposure to blood or other potentially

infections materials, I may be at risk of acquiring
! Hepatitis B virus (HBV) infection. I
have been given the opportunity to be immunized with Hepatitis B vaccine at no charge
to myself; however, I decline Hepatitis B immunization at this time. I understand that by
declining the vaccine, I continue to be at risk of acquiring Hepatitis B, a serious infec-
tion. If, in the future, I continue to have occupational exposures to blood or other poten-
tially infections materials, I may want to be immunized with Hepatitis B vaccine, I can
receive the vaccine at no charge to me.!
!
!
Signature:________________________________ Date:_____ /_____ /________
*Employee must complete gray sections

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BROWNSTONE EXPLORATION & DISCOVERY PARK

Operating Procedure Manual

1.1. Changes in Policy ......................................................................................................... 8

2. GENERAL EMPLOYEE PROCEDURES ................................................................................ 9

1.1. Time Reporting Procedure ............................................................................................ 9

1.2. General Operating Procedures ..................................................................................... 9

2.3 Employee Schedules ........................................................................................................ 9

1.4. Missing Persons Procedure ........................................................................................ 10

1.5. Parking Guidelines for Employees .............................................................................. 10

1.6. Dress Code ................................................................................................................. 10

2.7 Bloodborne Pathogen Training ................................................................................. 11

2.7.1 BEDP’s Exposure Control Plan .................................................................................... 12

2.8 Instructions to get Hepatitis B Shots ......................................................................... 12

2.9 Chemical Hazard Communication Training .............................................................. 13

3. ACCOUNTING DEPARTMENT PROCEDURES .................................................................. 15

1.1. Job Descriptions ......................................................................................................... 15

1.2. Daily POS Closing Procedure ..................................................................................... 15

1.3. Cash Receipts Procedure ........................................................................................... 15

1.4. Payables Procedure ................................................................................................... 15

1.5. Receiving Inventory Procedure ................................................................................... 16

1.6. Monthly Closing Procedure ......................................................................................... 16

1.7. Year End Closing Procedure ...................................................................................... 17

1.8. Personnel Records and Administration ....................................................................... 17

1.9. Uniforms ...................................................................................................................... 18

4. RETAIL & TICKETING DEPARTMENT PROCEDURES ...................................................... 19

1.1. Job Descriptions ......................................................................................................... 19

1.2. Daily Opening Procedure ............................................................................................ 19

1.3. Selling Admission Passes Procedure ......................................................................... 19

1.4. Accepting Payment Procedure ................................................................................... 20

1.5. Entrance Passes ......................................................................................................... 21

1.6. Returns, Refunds, Exchanges and Rain Checks ........................................................ 21

1.7. POS System Procedures ............................................................................................ 22

1.8. Sales & Customer Service Practices .......................................................................... 22

1.9. Cleaning and Maintenance ......................................................................................... 23

1.10. Daily Closing Procedure ............................................................................................. 23

1.11. Uniforms ...................................................................................................................... 24

5. SPORTS DEPARTMENT PROCEDURES ........................................................................... 25

1.1. Job Descriptions ......................................................................................................... 25

1.2. Daily Park Opening Procedures .................................................................................. 26

1.3. Customers Requiring Medical Attention ...................................................................... 26

1.4. Spinal Injury Management .......................................................................................... 27

1.5. Potential Drowning Victim Response Plan Procedure ................................................ 28

1.6. Weather-related and Environmental Closings ............................................................ 29

1.7. Lifeguard Surveillance Operating Procedure .............................................................. 30

5.8 Lifeguard Positions & Areas of Responsibility ................................................................. 31

5.9 Life Jackets/Personal Flotation Devices (PFDs) .............................................................. 33

5.10 Cliff Jumping Operating Procedure ................................................................................ 33

5.11. Drop Zip Line ............................................................................................................... 34

5.11.1 Drop Zip Line Opening ................................................................................................ 34

5.11.2 Drop Zip Line Closing ................................................................................................. 34

5.12 Inflatable Iceberg Operating Procedure ......................................................................... 34

1.8. Inflatable Trampolines Operating Procedure .............................................................. 35

1.14. Inflatable Climbing Slide Operating Procedure ........................................................... 35

1.15. Inflatable Revolution Operating Procedure ................................................................. 36

1.16. Inflatable Wibit Operating Procedure .......................................................................... 36

5.17 Rope Swing Operating Procedure ............................................................................ 36

5.18 General Belay Techniques ............................................................................................ 37

5.11. Cargo Net .................................................................................................................... 38

5.11.1 Cargo Net Opening ..................................................................................................... 38

5.11.2 Cargo Net Closing ...................................................................................................... 38

5.12. Climbing Tower and Zip Line Operating Procedure ..................................................... 38

5.12.1 Tower Opening ........................................................................................................... 38

5.12.2 Tower Operating ......................................................................................................... 39