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

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August 14, 2015

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 persons card.
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 employees 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 doctors 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.
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August 14, 2015
We give a guest our full attention when they have a question and need our help.
If you dont 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. Youre 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 dont 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, dont assume, ask questions to clarify and learn what the guest really needs. The little things add up to
Big Things.
2. Cleanliness is everyones job.
3. Follow up and check on guests youve 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

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 dont interrupt them. After delivering your full attention then respond, explain to the guest whats 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 dont hear them out, you may attempt to resolve the wrong issue.
U Understand their point of view. Understanding a guests 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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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

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:
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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

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.
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August 14, 2015

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.

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 locations 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,
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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 dont allow people to stand on float.
Scan the water more in

the bridges area.
Scan the kids area and
the zero depth.
1. To avoid injuries to you and others we dont 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 dont allow horse playing in or around the

pools its 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. Its 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/
childrens 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
Holding breath
competition
Drowning
All pools
Obey all slide rules
Prevents Head/neck/back
injuries
All slides
Know/Enforce all slide

rules
1. To avoid injuries we dont allow head first riders down in

the slide, thank you.
1. To avoid injuries to you and others we dont allow head
first diving especially in shallow water.
1.Sorry but we dont allow horse playing in or around the
pools its 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 arent 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

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
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. Im 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 its 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.
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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 GUESTS
ATTENTION
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
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.
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 dont 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
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August 14, 2015
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 dont 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
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

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,

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 dont belong in the spa
b) Slide down, feet first only please
c) Get off the rocks
21
August 14, 2015

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

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
23
August 14, 2015
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
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
Zero depth entry area
Perimeter fence
Pool stairs / handrails / ladders
Main drains / return covers
Spa/Hot tub
AREA Kids pool
Item
Ok
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

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
DAY: ___________ DATE: __________ GIVEN BY: ________________________

First Aid________________________________________________________________
FIRST AID LOG
DAY: ___________ DATE: __________ GIVEN BY: ________________________

First Aid________________________________________________________________
FIRST AID LOG
DAY: ___________ DATE: __________ GIVEN BY: ________________________

First Aid________________________________________________________________
FIRST AID LOG
DAY: ___________ DATE: __________ GIVEN BY: ________________________

First Aid________________________________________________________________
25
August 14, 2015
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_____________________________________________________
Parents 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___________

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Clarion Resort and Waterpark Water Safety Staff - Operations manual

SERVICE & SAFETY

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

Severe weather and thunderstorms

PRESENTATION Uniforms and grooming, Sun care and Hydration

Posture, Professionalism, Use of cell phones and personal calls

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

Recognize Safety checks, Safety Survey

Rules and unsafe behaviors

Rules and unsafe behaviors and Security and access

Emergency whistle response

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

First Aid kits and Incident reports

TEAMWORK - Opening and closing procedures, Equipment and chemical use

Lazy River / Kids pools

Waterpark Operations QUIZ

Safety inspection form

First Aid Log

First Aid Report

SERVICE & SAFETY

Clarion Resort and Waterpark Water Safety Staff - Operations manual

Clarion Resort and Waterpark Water Safety Staff - Operations manual

You must contact a member of the management team at least

Break Areas and break times

Must be taken in designated employee break areas.

Clarion Resort and Waterpark Water Safety Staff - Operations manual

Clarion Resort and Waterpark Water Safety Staff - Operations manual

Radio call signs and emergency codes

Clarion Resort and Waterpark Water Safety Staff - Operations manual

Severe Weather and Thunderstorms

Clarion Resort and Waterpark Water Safety Staff - Operations manual

Uniforms & Grooming

Clarion Resort and Waterpark Water Safety Staff - Operations manual

Use of cell phones and personal calls

Clarion Resort and Waterpark Water Safety Staff - Operations manual

Clarion Resort and Waterpark Water Safety Staff - Operations manual

Clarion Resort and Waterpark Water Safety Staff - Operations manual

Clarion Resort and Waterpark Water Safety Staff - Operations manual

Glass containers on the pool deck

Rules and unsafe behaviors

Results in/ prevents

Using glass containers

Broken glass causes

All pools decks

Slips/falls and lacerations

All pool decks

Head first down the

Head, neck or back

All slides especially

Stacking floats in the

1. to prevent cut feet can I get you a plastic container

Attentive when scanning.

1. To avoid injuries we dont allow people to stand on float.

Scan the water more in

1. To avoid injuries to you and others we dont allow

Scan all pools and pool

1. Sorry but we dont allow horse playing in or around the

Standing on float in the

Slips/falls and lacerations

Fractures, Head, neck or

Toddlers with no diaper

All pools especially

Injuries to the head neck