Waterpark Operations Manual

Clarion Resort and Waterpark – Water Safety Staff - Operations manual TABLE OF CONTENTS

SERVICE & SAFETY ATTENDANCE

page 2

- Time clock, Schedule, Absences, Break areas and break time

page 3

GUEST SERVICE - Service, Service standards, Lost and found and Radio call signs

page 4

Severe weather and thunderstorms

page 5

PRESENTATION – Uniforms and grooming, Sun care and Hydration

page 6

Posture, Professionalism, Use of cell phones and personal calls

page 7

JOB SKILLS – SAFETY- Training, In Service training, Certifications and Drills

page 8

Recognize – Safety checks, Safety Survey

page 9

Reduce – Rescue Ready, Changing positions / Bump, Eliminate distraction, Safety Instructions

page 10

Rules and unsafe behaviors

page 11

Rules and unsafe behaviors and Security and access

page 12

Respond - On deck, Roving, If you do not know then go and Equipment and communication devices

page 13

ACTIVITIES/RETAIL

page

Emergency whistle response

page 13

Emergency response, Emergency Action plan and Spinal injury management on land or in water

page 14

Pool / Ride malfunction, Fecal accident response, Exposure control plan

page 15

First Aid kits and Incident reports

page 16

TEAMWORK - Opening and closing procedures, Equipment and chemical use

page 17

APPENDIX Slide Dispatch

page 18

Lazy River / Kids pools

page 19

Waterpark Operations QUIZ

page 20

Safety inspection form

page 23

First Aid Log

page 24

First Aid Report

page 25

SERVICE & SAFETY 1 August 14, 2015

Clarion Resort and Waterpark – Water Safety Staff - Operations manual Welcome to the Clarion Resort and Waterpark. The water safety staff is the cornerstone of SERVICE & SAFETY at the Waterpark & Resort pools. Our goal is to create a safe and welcome feeling amongst our guests as they enjoy our pool facilities. It is necessary to be not only well trained and prepared for an emergency, but also display that we are alert and ready to respond in a professional manner. In essence, we must look the part, as well as play it Service means seeking out opportunities to assist guests as well as maintaining decks, chairs and helping guests to experience a clean and safe facility. Safety includes many aspects, the biggest being,  Recognize  Reduce  Respond You may be involved in direct surveillance of swimmers or “on deck” at one of the pool areas. Contained in this manual are sections on training, opening and closing duties, safety procedures, professional conduct, and rules for the water facilities. Please read the following manual carefully and attentively. Feel free to ask any questions you may have. You will be expected to be familiar with all the information that follows, ATTENDANCE GUEST SERVICE PRESENTATION SAFETY TEAMWORK

ATTENDANCE

Time clock To All Employees with a time card it is MANDATORY that you perform 4 daily punches. You may not use another person’s card.

Clarion Resort and Waterpark – Water Safety Staff - Operations manual 

You will be asked to return home if you arrive to work without a time card. You will be marked late or absent. Do not clock in 5 or more minutes early or late after your shift without the permission of your supervisor. Anyone found not following this Procedure will be subject to Disciplinary Action/Suspension or Termination. We recommend leaving your time card at your work site in a locker (if assigned one).

Schedule Schedules will be posted by am/pm, by Requests for time off must be made in writing at least

day days prior to the requested date.

Absences Every scheduled workday is important. In order to maintain a productive work environment, we expect all employees to be reliable and punctual when he/she is scheduled to work. Each day you are not at work causes an increase in your fellow employee’s workloads. Each unplanned absence will be handled according to the guidelines listed below resulting in corrective action.      

     

1 No-call no-show 1 Absence on holiday/mandatory training 3 Absences within a 30-day rolling period 5 Lates within a 30-day rolling period Excessive missed punches Excessive requests for Early Releases

You must contact a member of the management team at least hour(s) prior to the start time of your scheduled shift. When calling in, if you cannot speak with a member of the management team directly, you should leave a voicemail at the following number. 407 846 2221 ext 1567 Calling two or more hours after your scheduled work time will result in a No-Call No-Show If you are absent for three consecutive days or more, you may be asked to bring a doctor’s note to return to work. If you are absent for three or more days without calling into the department, it will be considered a voluntary resignation. Tardies are noted at 5 minutes or more past your schedule start time. Calling in late will not exclude the occurrence from being counted as a tardy. Excessive miss-punches are not acceptable. Excessive is defined as 2 or more occurrences per pay period. At times, you will be required to attend mandatory training sessions. You will be provided with training time/dates at least 1 week in advance.

Break Areas and break times   

Must be taken in designated employee break areas. The Water Safety Staff break system works on a fixed time system. Some positions may be grouped together in the form of a rotation. You are expected to move promptly between positions. The break time begins when you leave the last position and ends upon your return to the first position of that rotation. Each person is expected to return to the beginning of the rotation on or before the fixed time. GUEST SERVICE

Service Service encompasses all aspects of what our Waterpark staff does. Our job is not what we do but who we do it for. We,  Actively seek opportunities to provide excellent guest service and provide information beneficial to guest satisfaction by up selling resort facilities and services. 3 August 14, 2015

Clarion Resort and Waterpark – Water Safety Staff - Operations manual    

We give a guest our full attention when they have a question and need our help. If you don’t know the answer or if you are involved in other duties then refer the guest with a question to your supervisor, manager on duty or Front desk staff. Are an ambassador promoting safety but also providing friendly service, answering questions and offering help, as well as presenting a clean facility. If something goes wrong then we make it right quickly. A superb recovery makes a lasting good impression.

Service standards These are the guest service standards that include,

   

S- Service T- Take hospitality to the guest A- Attention to detail R- Respect others Service 1. Be prepared to deliver service. You’re on stage and your in costume at all times. 2. Always displays a positive attitude, our actions speak louder than words. Send the right signal. 3. Take Pride and ownership in everything you do. Give your best, do your best, and be your best. 4. Be a star! Be a role model. 5. Smile, acknowledge and greet everyone, make your smile part of your uniform. Courtesy begins with a smile. Take Hospitality to the guest 1. Escort Rather than Point, take the time for each Guest 2. Keep Your Promises Walk your talk. 3. Strive to say yes, offer alternatives or make suggestions; the word ‘No’ is not an option. 4. Be thorough - If you don’t know an answer to a question, research and communicate that to the guest. 5. Demonstrate a sense of urgency. Take ownership of each request. . It may not be your fault but it is your problem. Attention to detail 1. Listen, don’t assume, ask questions to clarify and learn what the guest really needs. The little things add up to Big Things. 2. Cleanliness is everyone’s job. 3. Follow up and check on guests you’ve helped every so often. Show that you care. 4. We are committed everyday to exceeding the expectations of our guests. 5. Understand and fulfill your role in the service chain. You make a difference. Respect 1. Say Please and Thank You - Thank guests for their patronage. 2. Turn Complaints into Compliments. Listen, Empathize, and take Responsibility 3. Use names whenever possible the sweetest sound to anyone is his or her own name. 4. Personalize the experience when possible look for opportunities to make a professional connection. 5. Promptly recognize and appreciate others. Reward others for their contributions .

Service Recovery The reason for service recovery is to satisfy an upset guest and make a recovery out of the situation. Learning to be patient and understanding and seeing were the guest is coming from is the only way you will make a recovery. Here are some reasons why a guest might be upset about a certain situation. 1) They are confused or overwhelmed 2) They feel ignored 3) They are defending their ego 4) They were treated poorly in the past

Clarion Resort and Waterpark – Water Safety Staff - Operations manual 5) They waited an extended period of time for service When situations like these occur, you must be ready for the out come. Satisfy the guest in any way you can, listen and don’t interrupt them. After delivering your full attention then respond, explain to the guest what’s going on, offer discounts (authorized by your manager) help and try to avoid conflict. If not able to help the guest, take them to someone that can answer their questions, like a manager or the front desk clerk. Difficult guests feel like we have let them down or do not care about them. To deal with difficult guests we need to focus on healing the hurt relationship. H– Hear them out. If you don’t hear them out, you may attempt to resolve the wrong issue. U– Understand their point of view. Understanding a guest’s point of view allows you to see their point of view; you will be able to empathize with them. R– Respond and act accordingly. Acknowledge how they are feeling and provide an appropriate apology. Responding appropriately requires using active listening and understanding their point of view. Finally, DO THE RIGHT THING! T– Thank the owner or guest for bringing this to our attention. We want to encourage our guests to share their experiences.

Radio call signs and emergency codes Park 1 Director of waterpark Park 2 Waterpark supervisor Park 3 Activities Park 4 Revenue Park 5 Slide Park 6 Water quality 10 Codes 10-4 - Acknowledgement / Understood 10-20 - Current Location 10-7 - Out of Service 10-21 - Call Security Base / Tel. 10-8 - In Service 10-22 - Disregard 10-9 - Repeat 10-24 - Officer needs assistance 10-14 - Escort (Guest, employee, cash) 10-51 - Enroute 10-98 - Assignment Complete Signal Codes SIG 2 Drunk Guest SIG 44 Disorderly Guest SIG 4 Vehicle Accident SIG 49 Audible Alarm SIG 8 Lost Child SIG 72 Lost & Found SIG 21 Report of Burglary SIG 74 Noise Complaint SIG 22 Disturbance SIG 99 Unsecured door SIG 35 Guest Complaints Emergency Codes Code 1 - Fire Code 2 - Medical Response A - Severe Illness / Injury B - Non-Severe Code 3 - Hazmat Response Code 4 – Imminent Life/Safety Threat Code 101 – Toilet Problems

Lost and found Valuable and non valuable items such as money, jewelry and medications

need to be reported to your supervisor and turned in immediately to the lost and found locations at

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Clarion Resort and Waterpark – Water Safety Staff - Operations manual

Severe Weather and Thunderstorms The Waterpark supervisory staff will be responsible for observing the weather and notifying the MOD, Security Manager, and Waterpark Director, who will make the decision to close the pools. At the first sound of thunder or first sight of lightning water safety staff is responsible for notifying the Waterpark Director or MOD. An evacuation of all pools (and pool decks) is ordered. Since no one storm is exactly the same, monitor the count of time between the sight of lightning and the sound of thunder to determine the proximity of the storm. The goal of the safety staff is to ensure all guests are under safe shelter prior to the storm arriving Do not open or close a pool without permission. The Waterpark staff is expected to control crowds and keep their professionalism throughout the entire storm and shutdown process. You may be assigned a specific area to clear and monitor until the storm passes. Use the following procedures for each area, Preparation 1. Check weather reports daily 2. Utilize up to the minute weather alerts and radar. Closing 1. When the potential for lightning is sighted or heard the Attendant must notify their supervisor. 2. Begin securing umbrellas and other loose items including towels. 3. As a precautionary measure, the tower entrance at the lazy river bridges and slides should be closed off so only riders currently in line will be allowed to ride. If lightning is close then all riders will be evacuated off the tower stairs. 4. When the decision is made to close the pool area, make a closing announcement via PA system or megaphone. 5. Clear all persons from the pools and decks. 6. Guests can return to their villas or cars if safe to do so. 7. Maintain crowd control. Prevent guests from walking across the decks during the storm 8. The following are safe shelters at listed locations,  Guest rooms  Grounded shelters  Ungrounded buildings, Cabanas, Pool bars, table umbrellas are not safe shelters during a lightning storm. Reopening 1. When the storm has moved safely out of the area and the decision to reopen is made then make a reopening announcement via PA system or megaphone. 2. Typically the waterpark will not open earlier than 20-30 minutes after the last sound of thunder or sight of lightning. 3. Caution people to walk as they return to the pool area. 4. Quickly return to your position. 5. Clean up of sheltered areas.

PRESENTATION

Clarion Resort and Waterpark – Water Safety Staff - Operations manual Presentation is important in how our guests view our abilities. It is made up of our appearance, uniform, grooming and posture. Please refer to the Employee handbook for the entire grooming guidelines. Please contact your supervisor with any questions.

Uniforms & Grooming 1. 2.

You will be issued your starting uniform. Each employee must provide certain uniform articles. You are responsible for your uniform, its cleanliness and upkeep.

For safety reasons, this department does not allow team members to wear necklaces. The following is a list of our uniform:         

Shirt- Please note, shirts must be tucked in at all times when worn. Swimsuit- provided. Shoes-White clean sneakers accompanied by white socks or black sport sandals with back strap. Non skid shoes required. Name tag- is worn at all times. If lost or stolen, notify your supervisor. Whistle-provided. Fanny Pack- is worn at all times. Stocked with gloves and a CPR mask. Headwear- only Resort approved headwear is permitted. Sunglasses- No extra-ordinary colors or styles. Preferably remove your glasses when speaking with a guest. Raingear/cold weather gear- only those provided are acceptable. Non uniform must be completely covered by Resort uniform. PLEASE NOTE: You are expected to be in complete uniform when arriving or leaving work or coming from and going to the parking lot and when on break.

We ask each employee to pay attention to personal hygeine. Some do not realize that lack of cleanliness is offensive to others. Please bathe regularly, wash your clothes to keep them fresh and use deodorant as necessary.

Sun care We strongly advise you keep Sun care products with you at all times. Always wear at least two forms of sun protection at all times, Sun block  Hats Sunglasses T-shirts

Hydration You are advised to carry liquids such as water or sports drinks in an approved container to remain properly hydrated and to ensure you have eaten regularly and properly.

Posture

Just as verbal communication projects safety, guest consideration and professionalism, so does non-verbal communication. Send the right signals by: 7 August 14, 2015

Clarion Resort and Waterpark – Water Safety Staff - Operations manual 1.Standing straight, Avoid leaning. 2.Hands out of pockets 3.Make eye contact 4.Smile in every interaction  Guest view: This is an area where you will be expected to always act professionally and follow company policy in regards to conduct and presentation. Whether on shift or off shift you must follow all company policies.  On Shift/Off Shift On Shift – do not socialize at the other outlets. Off Shift – do not remain around the resort. If you are waiting for your ride to pick you up then remain at a break area You may not leave property without permission. If you leave the property for any reason outside of work you must clock out. You may not fraternize with other employees or guests while at work e.g. asking for a member of the opposite sex for a date or phone number or arranging to meet a guest or employee on or off property.

Professionalism      

If a situation presents itself, walk over to the guest to speak with them as opposed to yelling with a megaphone. A whistle should only be used to indicate the need for supervisory assistance or after all other methods have not worked. Project your voice-Never Scream. Use please and thank you in every conversation. Always use a friendly tone. Never show frustration when talking to a guest. Do not distract any attendants while dispatching or observing guests in the pools.

Use of cell phones and personal calls

Personal Cell phone use is only permitted during break periods and not in guest view. Personal calls are not allowed on company time or on company telephones. If you have a personal emergency and need to use a company telephone you must have authorization from a manager.

JOB SKILLS

Training On going training is the key to being ready to respond to an emergency. You will be required to participate in daily

Clarion Resort and Waterpark – Water Safety Staff - Operations manual and monthly training which involves ‘in water’ and dry land practices. Training is mandatory regardless of time of year.  After completing initial orientation, new team members are assigned to "shadow" with an experienced employee or supervisor. During this time, all the specific rules and operating procedures are explained and a training checklist completed.  After completing a rotation or shift with your trainer, you will be expected to complete a training checklist and quiz.

In-Service Training You are expected to attend all in-service meetings. These are a critical part of the on-going training necessary to provide a high level of safety. Failure to attend and participate in these meetings may result in disciplinary action and prevent you from working in a safety position.

Certifications

It is your responsibility to hold and maintain your certifications. Water safety staff working at slide dispatch, run outs or pools should be certified / trained in CPR, Basic first aid and shallow water rescue techniques through the American Red Cross or other nationally recognized program.

Drills The purpose of drills is to ensure that if a life-threatening emergency were to occur, everyone on our staff is well trained and prepared to handle it appropriately. These drills may be done behind the scenes or in front of our guests, and with prior knowledge or unplanned. As a member of the safety team you are responsible for knowing and demonstrating a number of life saving skills. These drills and scenarios are designed to ensure that you are capable of performing them in an emergency when they occur. Drills are made up of: 1. CPR-test or procedural knowledge, done on a person or mannequin. 2. Rescue-active, passive, submerged victim rescue. 3. Red Ball-, which represents a victim; used for recognition purposes. 4. First Aid-following and preventing disease transmission guide lines, may be practical, verbal, or written 5. On stand-tested on all aspects of professionalism while on stand. 6. Scenarios- Conducted as a live rescue, consist of any rescue including multiple members of the safety team. You will be evaluated after every drill on the following: 1. Response time- appropriate scanning-recognition and victim retrieval. 2. Correct procedure and skills. 3. Approach and ability to handle the situation. The drills will be scored by pass, fail, or remediation. Remediation should occur no later than the beginning of the next shift. If they still do not pass, then they maybe taken off stand and are required to repeat the training course. The individual may also be subject to disciplinary action.

Each member of the waterpark staff is part of the safety team. Three key elements make up a successful safety team.  Recognize: Utilizing knowledge and being able to recognize both immediate and potential hazards in an aquatic environment .  Reduce: Performing tasks that actively and consistently prevent and minimize injuries and illness. 9 August 14, 2015

Clarion Resort and Waterpark – Water Safety Staff - Operations manual  Respond: Acting quickly and correctly when an emergency occurs to benefit the safety of a guest or team member.

RECOGNIZE  Safety checks: Safety checks are performed both before and during operating hours of the waterpark. All employee and guest areas are checked with a documented inspection to recognize and rectify safety hazards. Corrections should be documented when made.  Safety survey: The technique of constantly moving your head and eyes, scanning in a systematic manner from one end of your zone to other within a given time frame. The survey identifies irregularities in the structures, pools and guest behavior. This is done to prevent injuries and correct immediate problems. 1. Always be on the look out for questionable swimmers and anticipate their actions. 2. Maintain discipline on decks and walkways. 3. Let guests know verbally that you are watching them and ask them if they need assistance. 4. If you notice a hazardous situation while on duty such as a loose tile, sharp object or an inattentive attendant, you are expected to notify a supervisor at once. While you are on duty, look out for your own safety and other employees, as well as our guests. 5. Use your megaphone to politely clear or move guests away from the deep water if they appear to be a weak or non-swimmer.

REDUCE  Rescue ready: This means, 1. Standing or sitting in a position that clearly demonstrates you are readily able to Recognize, Reduce and Respond to an emergency. 2. Having equipment readily available when an injury occurs.

Clarion Resort and Waterpark – Water Safety Staff - Operations manual 3. Having the ability to provide care that will aid the well being to a person in an emergency.  Changing Positions/ Bump: When being relieved, do not leave or take your eyes off your area until the person taking your spot is completely ready to take over. The incoming staff member must give a verbal signal before being relieved indicating preparedness.  Eliminate distraction: Do not allow another team member or guests to distract you while operating the slide or observing the pools.  Use the relevant safety instructions regularly to reinforce correct safety procedures: Never encourage hesitant riders. Causing activity that is hazardous to you, or other employees or guests may result in disciplinary action not excluding termination.

Safety instructions Some positions require you to inform our guests of safety rules prior to enjoying the slides and pools. You are expected to be familiar with each location’s instructions. Each guest should be greeted, followed by the relevant instructions. Use the following RIDE procedures for each rider.  Riders must meet the Height Requirement: – measure each person as they approach. Only allow one person to stand on the platform.  Instructions must be given for riding procedures (feet first, sitting/laying on back, No shirts or shoes or water wings)  Dispatch only one person on the platform at a time.  Exit pool is clear before allowing another rider on platform- safe intervals

Enforcing rules Enforcing rules prevent injury and guest dissatisfaction. When enforcing rules always be polite, fair and consistent. Different enforcement methods work better for guests at different ages. Be aware that a guest may not understand or be confused as to why rules are important. Use the following guidelines always when enforcing rules. 1. Use a positive approach 2. Use simple language, especially when speaking with a child. 3. Children respond well when you get down to their eye level. Kneel or squat down and ask them to help you by stopping unsafe activity. 4. You can deal more effectively with children who keep breaking rules by asking a nearby parent or responsible adult to assist you in preventing injury for their child. If a parent is not available you can have them sit out of water activity for a short period of time. 5. If necessary, tell a guest the reason for a rule or tell a guest how their behaviors could cause injury. Make your point clearly and politely but do not get into an argument. 6. For guests with language or communication barriers you will be expected to demonstrate with body language safe behaviors such as correct body slide positions. 7. You are expected to be familiar with all attractions posted rules. 8. In particular be aware of, 11 August 14, 2015

Clarion Resort and Waterpark – Water Safety Staff - Operations manual     

Glass containers on the pool deck Head first diving Standing on tubes Food and drinking in the pool Appropriate age for entering any spa.

Do not make comments based on prior injuries and incidents, even if you think you are doing so in the interests of good guest service. Inform guests that if they follow posted rules and attendant instructions they will be safe. The following is a list of common situations with the consequences, areas of occurrence, prevention strategies and scripting on how to prevent dissatisfaction.

Rules and unsafe behaviors Rule/Unsafe behavior

Results in/ prevents

Using glass containers on pool decks

Broken glass causes lacerations

All pools decks

Running

Slips/falls and lacerations

All pool decks

Head first down the slide Head first diving

Head, neck or back injuries. Head, neck or back injuries. Potential drowning due to lack o visibility

All slides especially in shallow water. All pools especially shallow water. Lazy River and pools that have tubes. Lazy River and pools that have tubes. Lazy river

Stacking floats in the lazy river

Prevention Strategy

Correct Response

Awareness on decks and scanning entrances, chairs and tables Scanning decks and walkways Correct riding instructions Scanning decks and pools. Attentive when scanning.

1. to prevent cut feet can I get you a plastic container 2. to avoid injuries can you dispose of the glass container please 1. no running please or walk please

Attentive when scanning.

1. To avoid injuries we don’t allow people to stand on float.

Scan the water more in the bridges area. Scan the kid’s area and the zero depth.

1. To avoid injuries to you and others we don’t allow jumping in bridges. 1. To avoid disease transmission and guest complaints we ask that all diaper age children wear swim diapers.

Scan all pools and pool decks Scan all pools

1. Sorry but we don’t allow horse playing in or around the pools it’s just too easy for someone to get hurt 1. Sorry but food or beverages of any kind must be at least three feet away from the pool. It’s actually a health code requirement 1. Due to a certain capacity of tubes allowed in the river we only allow certain tubes for safety reasons. These tubes have to fully support the child. 1. Sorry but the pool furniture has to be at least 3 feet away from the water in case of emergencies. Over time the chairs become damaged if continually left in the water

occurre nce

Standing on float in the water

Slips/falls and lacerations

Bridge jumping

Fractures, Head, neck or back injuries. Disease transmission and guest complaints

Toddlers with no diaper

Area of

All pools especially shallow water/ children’s areas All pool decks and pools All pools, especially at entrances

Horse playing/fighting in the pool Drinking and eating in the pool.

Injuries to the head neck or back/injuries to others Contamination of pool hygiene

Personal floats and rings

Could cause drowning if used as a safety floatation

All pools

Attentive when scanning

Pool furniture in the pool

Damaged chairs/tripping over chairs.

Zero deep entries

Attentive when scanning

Holding breath competition

Drowning

All pools

Attentive when scanning

Obey all slide rules

Prevents Head/neck/back injuries

All slides

Know/Enforce all slide rules

1. To avoid injuries we don’t allow head first riders down in the slide, thank you. 1. To avoid injuries to you and others we don’t allow head first diving especially in shallow water. 1.Sorry but we don’t allow horse playing in or around the pools it’s just too easy for someone to get hurt

1. Not only could it be possible that you might end up passing out, but it is also a distraction to our pool attendant, because they might not be able to tell weather your holding your breath or not 1. Please lay on your back with your arms and legs crossed while riding. Shirts and shoes aren’t permitted due to safety issues. You must be at least 48 inches in order to enjoy our slide safely. Also for your safety, only one rider is allowed

Clarion Resort and Waterpark – Water Safety Staff - Operations manual to go at a time. Belts, buckles or metal on clothing on the slides

Scratches in slide

All slides

Check all riders before letting them ride the slides

Standing or sitting on shoulders

Injuries to head/neck/back and to others Results in collisions/injuries

All pools

Attentive when scanning

All slides

Results in distractions/riders going more than one at a time Injury/collisions/drowning

All slides

Allow only one person on platform/Inform guests of slide rules Have riders wait on the stairs until previous rider is off slide Allow only one person on platform at a time

Angry Guests/ complaints

All pools

Request for double riders on slide Multiple Slide riders standing on platform Slide riders leaving without permission Reserving furniture

All slides

Informing guests/Monitor pool decks

1. Sorry but we do not allow belts/buckles/metal on clothing on the slides because of the likeliness that they will put scratches in the slide resulting in injuries to the next riders. 1. For your safety and others, please do not sit/stand on shoulders. 1. I’m sorry we only allow single riders on the slide. Because of the nature of the slide, having two riders ride at the same time would result in collisions. Could you please wait on the stairs until the previous rider goes down the slide? 1. I know it’s exciting to get on the slide quickly but please wait for riding instructions before entering the slide to avoid collisions. 1. Due to the demand for pool furniture, any items left unattended for more than 30 minutes may be removed when no other chairs are available for guests arriving.

Security and Access The waterpark will open and close at different times during the operating year based on weather and occupancy. The waterpark and pool areas will be secured to not allow access to non authorized guests and authorized guests when the waterpark is not open. Pool gates are designed specifically with safety latches to open outwards. Please make sure all fences and gates are in good order and closed. If you see a gate or door left open please make sure it is closed to prevent guests, especially small children from entering a pool area or hazardous storage location without supervision.

RESPOND  On deck: Being available and present ‘On deck’ to reasonably prevent and respond to emergencies. Keep visual and auditory alertness when ‘on deck’.  Roving: Walk continually from one end of the zone to the other, pausing briefly if necessary, without breaking visual contact with your area.  If you do not know then go: This means make a decision on the side of over caution.

Equipment and communication devices You must be familiar with the location of safety equipment and communication devices such as,  Radio call signs and terminology for emergency situations. 13 August 14, 2015

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House phones and pay phones for calling in emergencies and repairs. Location of pool hooks and ring buoys. Location of rescue tubes Location of backboard equipment

Emergency Whistle response We handle emergency situations by using the whistle system as follows:  

One WhistleExamples:

a supervisor is needed for an emergency. Injured guest Water safety staff leaves position or enters the pool for a rescue.

 

Two WhistleExamples:

a supervisor is needed for a non-emergency. Mechanical problem Lost child Rest room break needed Guest assistance

 

Three WhistleExamples:

a life threatening emergency Someone falling from a great height Unconscious person not breathing/no pulse

Assist in locating a whistle by another attendant by pointing with your megaphone, rescue tube or arm, in the direction from where the whistle came from. PLEASE NOTE: WHISTLES MUST ONLY BE USED FOR EMERGENCIES, NOT FOR GETTING A GUEST’S ATTENTION

Clarion Resort and Waterpark – Water Safety Staff - Operations manual

Emergency response When a medical or other emergency is noticed activate the Emergency Action Plan, by radio, phone or whistle system.

Emergency action plan (EAP) Medical/rescue on land or in water 1.

Water safety staff recognizes need for immediate action.

2.

Activation of emergency action plan by whistle, phone or radio to alert other staff members and supervisors. Activate EAP before entering the water. Remove radio before entering the water.

3.

Water safety staff arrives on scene.

      

Gain consent or determine implied consent. Perform appropriate rescue Stop slide dispatch Remove victim to safety (if necessary) Perform primary survey Perform care if needed Perform secondary survey

4.

Security, Chain of command notified and determination of EMS made.

5.

Crowd control. Determination of Evacuation or restriction of movement of guests made by management.

6.

If no life threatening conditions are present then remove victim to most comfortable area.

7.

EMS arrives greeted by designated staff member.

8.

Transfer of care given to EMS.

9.

Witnesses interviewed and reports completed.

10. Equipment checked and returned. 11. Staff debriefing. Corrective action taken. 12. Critical incident stress debriefing offered if necessary.

Spinal injury management on land or in water

For possible spinal injuries, you will be expected to maintain in line stabilization until back boarded or local E.M.S. arrives. Do not release immobilization, until the individual or guardian (if under 18) or EMS personnel give permission.

15 August 14, 2015

Clarion Resort and Waterpark – Water Safety Staff - Operations manual

Lost child procedure If you find a child that appears to be lost or you are approached by members of a family missing a child, use the following procedures: 1. Immediately notify a supervisor in person, by whistle or radio. 2. Supervisor relays a message by radio to waterpark personnel and security channel the following information; Signal 8 – I am looking for or I have with me  Who is missing (name, age, race, height, hair color and distinguishing features  What distinguishing clothes they are wearing  Where they were last seen and the direction they were headed  When they were last seen  Your location or where the child was found 3. Security may monitor and restrict guests leaving property or the pool deck areas. 4. Reassure the parent or lost child. 5. If more than one adult is present then direct one to remain in the last area that the guest was seen. 6. If parent/child is not found within 15-20 minutes then law enforcement may be called. 7. After adult/child are found then verify that the adult is in fact the correct parent/ caregiver. 8. Notify both security and waterpark personnel that the lost person has been found.

Pool / Ride Malfunction Should a ride element malfunction, such as breakage or water flow stopping; your supervisor should be called immediately. Your supervisor will then notify the Pool techs, engineering and the Manager on Duty. Please stop all dispatch of riders until you have received the all clear from your supervisor. In case of a long delay, your help will be needed to escort riders off the attraction. You may then be placed at the attraction entrance to explain to guests the situation and suggest alternate attractions until the slide or pool is ready to open.

Fecal accident response When a fecal accident occurs, 1. Alert your supervisor immediately. They will make a determination on pool closure time. 2. Instruct all pool users to clear the area until asked to exit. 3. Pool closure times will depend on, a) Removal of Solid stool or diarrhea b) Chlorine chemical levels at the time of incident and additions needed c) Per CDC guidelines the pool will be sanitized and closed for at least an hour for solid stool, blood or vomit. Diarrhea will require longer pool closure times. 4. Do not allow anyone to enter the contaminated pool(s) until all the steps are completed. 5. An announcement will be made prior to the pool reopening. Please note: If you are suffering from an upset stomach or diarrhea; you must notify your supervisor, who may exclude you from working in a water position.

Clarion Resort and Waterpark – Water Safety Staff - Operations manual

Exposure control plan Your duties may bring you directly or indirectly in contact with bodily fluids, through a rescue; a bleeding injured person, or fecal materials. A Blood borne pathogen is a disease causing agent such as, meningitis, tuberculosis, hepatitis and HIV/aids. Practice universal precautions, which mean that you protect yourself from receiving and transmitting blood borne pathogens in every situation. The following should be adhered to at all times, regardless of the appearance or age of a person:  Avoid direct contact and always use a protective barrier i.e. gloves, gauze, a towel.  Isolate the potentially infectious materials.  Immediately wash exposed areas with soap and water, even if you don’t think you have been exposed.  Dispose of contaminated equipment and materials in a biohazard container. Disinfect all other items. Task Bleeding control minor Bleeding control major Performing rescue breathing Performing cpr Spinal care on land Clean up of bodily fluids Disposal of soiled materials

Disposable gloves

Yes Yes Yes Yes Yes Yes Yes

Firstaid supplies

Yes Yes No No No No No

Cpr mask

Eye protection

No No Yes Yes No No No

No Yes No No No No No

Biohazard disposal

Yes Yes Yes Yes No Yes Yes

If you feel you have been exposed wash the area as quickly as possible, then tell your supervisor within 24 hours and write down what happened immediately. An exposure would deem to have occurred if, 1. A pathogen is present 2. Enough of the pathogen is present to cause disease 3. Immunity to the pathogen 4. How the pathogen enters the body

First aid kits Each attendant will be expected to carry a fanny pack at all times stocked with minimum supplies including,  2 pairs of gloves  Gauze  Band-aids  Cpr mask

Incident reports If an accident has occurred, it will be necessary for the employee involved to fill out witness statement. This statement should be filled out at that time, if possible, or on the next available break. Your supervisor or security personnel will inform you when it is necessary to complete a statement. The witness statement should be legible, factual, and to the point:  Write down what you did, what you saw and heard. Do not include your opinion.  Ensure that the statement includes your name, address, and phone number. TEAMWORK 17 August 14, 2015

Clarion Resort and Waterpark – Water Safety Staff - Operations manual

Opening and Closing Procedures

Every water safety staff member must contribute in keeping the pool area clean at all times. It is important to present a clean facility to our guests and maintain it throughout the day.   

 

Tubes - rental tubes left out are returned. You may be required to fill any deflating tubes with air. Please do not throw or drag the tubes Picking - this duty involves the removal of litter throughout the park. You may be assigned to pick an area with a butt pan and broom, or gloves and a garbage bag. Chairs - Broken chairs or those missing straps must be removed to the designated area. Chairs must be straightened in rows and returned to the proper area during the day when possible and at the end of the day. You may be required to wipe down the chairs to remove dirt and water. Please refer to a seating plan. Cleaning is performed daily. Umbrellas – umbrellas must be put up. Take down umbrellas prior to a storm arriving. Trays - collects trays from around the pools and return them to the food areas.

Note: please don’t walk by trash

Equipment and chemical use Each bottle should be labeled with the proper label and proper chemical in the bottle. Never mix chemicals. Do not enter a mechanical area unless you are with a pool technician or manager. Cleaning equipment must be stored safely in their correct areas. Wear gloves when handling chemicals and picking up towels and trash. Task Chemical cleaning Towel pick up Trash pick up Putting up Umbrellas Positioning chairs

Disposable gloves

Yes Yes Yes No No

Eye protection

No No No No No

Ear protection

No No No No No

Safe lifting practices

No No No Yes Yes

Clarion Resort and Waterpark – Water Safety Staff - Operations manual

Appendix Area: Slide dispatch Description Operating Procedures 1. Water safety staff must remain standing at all times. 2. Water safety staff must be positioned where riders can be seen 3. Only one person will be allowed on the slide entrance platform at one time. 4. Riders should only be dispatched when attendant signals verbally. 5. Do not allow another rider onto the slide entrance platform until you have seen the previous rider safely exit. 6. Before allowing another rider to make sure the previous rider is ‘stable’. 7. Slide dispatch is expected to call in by radio to their supervisor the location of any whistles blown by Water safety staff. 8. The dispatch acknowledges the ride is clear by raising their arm to signal a rider is on the way

9. The guard at the run out signals that the slide is clear for the next riders by clearly raising their arm(s) and thumbs.

10. Communicate to other Water safety staff that you are stopping dispatch then use the following hand signal.

Safety Instructions 19 August 14, 2015

Clarion Resort and Waterpark – Water Safety Staff - Operations manual “Feet first, sit down or lay back. Cross your arms and legs and remain in that position throughout the entire ride. Exit quickly when you come to a complete stop” Safety area coverage The Traffic control position is responsible for scanning all areas, specifically, The slide tower stairway. The slide dispatch area. The slide run outs.

Position names Closing the slides Consistently use the following procedure when closing the slides for the day. 1. Close off the slide tower stairs a few minutes before the closing time depending on riders in line. 2. All those in line at that time will be allowed to ride even if it takes a few minutes after closing to complete all riders. (These times are subject to change depending on the attendance and time of year.) A member of management may allow additional riders during this time.

Lazy river/ Kids pools – Description Operating Procedures 1. 2. 3. 4.

Full surveillance is required during the time the slides and the river are open . During full surveillance Water safety staff must remain standing or roving at all times. Do not allow any riders to remain at the end of the slide. Riders should exit quickly at the ladder. If you need to communicate to another staff member that you are stopping dispatch then use the following hand signal.

5.

When rotating from slide or pool positions you are expected to check the pool areas for guest safety while moving from your last to next positions.

Safety instructions General rule enforcement and Safety area coverage The water safety staff positions are responsible for scanning all areas of River Island, specifically,

Clarion Resort and Waterpark – Water Safety Staff - Operations manual Area 1 – Area 2 – Spa areas Position names Area 1, 2 and 3

WATERPARK OPERATIONS Quiz 1.

Water safety staff are responsible for providing the best level of, a) Service and Safety b) Cash handling and guest service c) Guest recovery and friendliness d) Up selling and revenue

2.

If a situation presents itself, a) Yell your instructions b) Walk over to a guest and speak in a friendly tone. c) Sit a child down when they are breaking rules d) Blow your whistle at a guest

3.

If a guest is displaying behaviors that they may need emergency assistance in a pool, but you are not sure then, a) Blow your whistle b) Wait an extra minute c) Make a decision on the side of over caution-perform the appropriate rescue d) Continue scanning the rest of your area

4.

When giving safety instructions at a slide, a) Inform every other guest of the rules b) Speak in several languages c) Send slide riders at 30 second intervals d) Greet each guest, instruct them in the correct riding position and let them proceed on your signal

5.

When enforcing rules use the following guidelines, a) All the below b) Use simple language c) Be polite and consistent d) Tell a guest how their behaviors may cause them injury

6.

Use a positive approach in rule enforcement such as, a) ‘Kids don’t belong in the spa’ b) ‘Slide down, feet first only please’ c) ‘Get off the rocks’ 21

August 14, 2015

Clarion Resort and Waterpark – Water Safety Staff - Operations manual d) ‘Hey, move now!’ 7.

Safety survey means, a) Watching one swimmer for 1 minute each b) Standing on both feet with your back straight c) Constantly moving your head and eyes in a systematic manner across your area d) Listening for instructions by radio

8.

‘On deck’ means, a) Rotating to the next spot on rotation b) Dispatching riders on a slide c) Scanning your zone every 10 seconds d) Being available and present to reasonably prevent and respond to an emergency

9.

Which of the following uniform guidelines do not apply, a) Florida state sweatshirt and jacket b) Use two forms of sun protection c) Resort issued uniform only d) White sneakers or black sandals only

10. In the event of a late schedule request or emergency, a) Ask a member of food and beverage to cover your shift b) Find another employee to switch shifts with and sign and document the exchange c) Have your parent call in for you d) Work on your day off to make up for it 11. Which of the following is true, a) Breaks can be taken at any time b) Breaks can be taken during a rotation c) Breaks are on a fixed time system d) Take a break when you feel hot 12. Use the following procedures when dealing with blood stained materials, a) Only wash your hands if you come in contact for more than 5 seconds b) Wear Gloves if the patient is over 30 c) Put a wet floor sign by it d) Avoid direct contact, wear gloves, isolate the materials and wash thoroughly afterwards 13. A guest informs you that there may be fecal material in the pool. You must, a) Contact your supervisor or pool tech, assist with the removal and document it b) Take your break first c) Call front desk d) Give the guest a net to remove it 14. In service training is, a) A test of your attentiveness b) Frequent mandatory meetings to test, practice and improve your job skills c) Critical incident stress debriefing

Clarion Resort and Waterpark – Water Safety Staff - Operations manual d) Optional 15. While working at slide dispatch you hear a one whistle from another pool attendant. You must, a) Wait for a supervisor to call you on the radio b) Hold up a megaphone c) Call a supervisor on the radio to let them know the location of the one whistle d) Leave your position to find a supervisor 16. Which of the following is a part of the emergency action plan, a) Recognize the need for immediate action b) Activate assistance by phone, whistle or radio c) Perform the appropriate care d) All the above 17. Which of the following are not usual opening or closing duties a) Cleaning units for housekeeping b) Repositioning chairs at the end of the day c) Putting umbrellas down at the end of the day d) Returning and stacking tubes to their designated area 18. When providing first aid care, picking trash and towels you must use, a) A butt pan and broom b) Disposable gloves c) Eye protection d) Safe lifting practices 19. On a summer afternoon you notice dark clouds and hear distant thunder. You are responsible for which of the following, a) Notifying your supervisor and securing umbrellas and other loose items b) Making an announcement and clearing decks when a closing decision is made c) A and b d) Taking a break 20. When dispatching riders on a slide, a) Wait 15 seconds before sending another rider b) Have each rider enter the slide as soon as the previous rider leaves c) Place your crossed arms over your head to signal to the other attendant that a rider is coming down d) Do not allow another rider into the slide until you have seen the previous rider safely exit

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Clarion Resort and Waterpark – Water Safety Staff - Operations manual

I understand that I am to follow all the policies and procedures in the water park operations manual. I have read, understand and have had opportunity to ask questions prior to signing. Name print

Name sign Daily Safety check

AREA Static pool Item Ok Signage / Pool safety equipment Pool deck Main drains in pool Depth rope in pool Gates / Perimeter fence/ handrails AREA Slide tower Item Ok Signage Floor traction/steps AREA Slide tower top Item Ok Signage / Pool safety equipment Start tub Slide surface slide 1 exit run out slide 2 exit run out AREA Slide tower middle Item Ok Start tub Slide surface slide exit run out AREA Lazy River Item Ok Signage / Pool safety equipment Zero depth entry area Perimeter fence Pool stairs / handrails / ladders Main drains / return covers Spa/Hot tub AREA Kid’s pool Item Ok Signage / Pool safety equipment Slide entrances Slide surfaces AREA General Item Ok Pool deck Furniture / tables / umbrellas Pool lights operational Gates / Perimeter fence/ handrails First aid supplies SAFETY CHECK RESPONSE/ FOLLOW UP LIST

Observations

Observations

Observations

Observations

Observations

Observations

Observations

Date

Clarion Resort and Waterpark – Water Safety Staff - Operations manual Item #

Who was notified

Date

FIRST AID LOG

Comments/Repaired prior to opening by

Performed by

(for incidents requiring minor care)

DAY: ___________ DATE: __________ GIVEN BY: ________________________ Name_________________________ Time________ Age____ Sex _____G_____ E____ Phone____________________ Location of Incident______________________________ Nature of Incident_________________________________________________________ First Aid________________________________________________________________ Recommendations_________________________________________________________ FIRST AID LOG

(for incidents requiring minor care)

DAY: ___________ DATE: __________ GIVEN BY: ________________________ Name_________________________ Time________ Age____ Sex _____G_____ E____ Phone____________________ Location of Incident______________________________ Nature of Incident_________________________________________________________ First Aid________________________________________________________________ Recommendations_________________________________________________________ FIRST AID LOG

(for incidents requiring minor care)

DAY: ___________ DATE: __________ GIVEN BY: ________________________ Name_________________________ Time________ Age____ Sex _____G_____ E____ Phone____________________ Location of Incident______________________________ Nature of Incident_________________________________________________________ First Aid________________________________________________________________ Recommendations_________________________________________________________ FIRST AID LOG

(for incidents requiring minor care)

DAY: ___________ DATE: __________ GIVEN BY: ________________________ Name_________________________ Time________ Age____ Sex _____G_____ E____ Phone____________________ Location of Incident______________________________ Nature of Incident_________________________________________________________ First Aid________________________________________________________________ Recommendations_________________________________________________________ FIRST AID LOG

(for incidents requiring minor care)

DAY: ___________ DATE: __________ GIVEN BY: ________________________ Name_________________________ Time________ Age____ Sex _____G_____ E____ Phone____________________ Location of Incident______________________________ Nature of Incident_________________________________________________________ First Aid________________________________________________________________ Recommendations_________________________________________________________ 25 August 14, 2015

Clarion Resort and Waterpark – Water Safety Staff - Operations manual

Waterpark First Aid Report (to be filled out when referring a guest for further medical care) Date______________ Time_________a.m./ p.m. Day: Sun Mon Tue Wed Thurs Fri Sat GUEST INFORMATION: Name__________________________________________ Guest_____ Employee_____ Address_________________________________________________________________ Country_____________ City__________________ State_____________ Zip_________ Phone # (_____) _______________Age________ Male_________ Female ___________ Parent/Guardian Name_____________________________________________________ Parent’s Address__________________________________________________________ INCIDENT SUMMARY Exact Location of Incident__________________________________________________ Description of Incident_____________________________________________________ ASSESSMENT Allergies__________________________________Medications____________________ Prior Medical History______________________________________________________ Possible Condition: Abrasion____ Laceration_____ Incision____ Avulsion_____ Burn _____Puncture_____ Splinter_____ Fracture_____ Dislocation_____ Sprain/Strain_____ Sting/Bite ________ Specific Area Affected _____________________________________________________ First Aid given: __________________________________________________________ Advised to_______________________________________________________________ GENERAL INFORMATION How did guest arrive at First Aid? Walk In___ Staff___ Backboard___ Wheel Chair___ Treated at scene________ Refused Transport ________ Other_________ Did Guest go back to Water Park? Yes____ No______ If “NO”, where did they go? ________________________ Departure Method: Walk____ Ambulance____ Auto____ Wheel Chair____ Other____ Were rules/procedures violated? Yes_____ No______ If “YES”, describe_______________________________________________________ Witness Reports Attached: Yes_____ No_______ If “YES”, how many? ___________ Witness Names___________________________________________________________ ________________________________________________________________________ Supervisor on Duty: (Print) Signature_____________________Date_____ ______ MOD On Duty: (Print)_________________ Signature__________________ Date___________