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YOUNG HARRIS WATER SPORTS 3676 US HWY 76W YOUNG HARRIS, GA. 30582

NEW HIRE BINDER

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YOUNG HARRIS WATER SPORTS NEW HIRE BINDER 2020

TABLE OF CONTENTS

Company Overview Rental Procedures Reservation customer qualification process Making reservation (video) Pre-rental procedures Rental procedures Post rental procedures Rental rates & tow equipment (Chatuge &

Delivery

Lake Oconee Pricing Guide Delivery Lakes Minimums & fee’s Delivery service breakdown Webreserv tutorial Keep & Share Calendar tutorial Kenect texting tutorial Voice mail & email procedures Rental website navigation Rental Policies Rental Smart Waiver & Paperwork Training video links Damage charge & Propeller chart Boat Maintenance charts (oils/fluids etc) Repair order form Rental inventory list Phone (How to) Security / Log-In’s Delivery driver procedures Pre/rental/post procedures Chatuge Rental Location Daily Duties CSR Daily Duties Daily Duties Parts & Service New Boat Sales Daily Duties (per position) Company Contact List Company Extension list Accident procedures Job Descriptions

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YOUNG HARRIS WATER SPORTS COMPANY OVERVIEW 2020

Since 2002, Young Harris Water Sports has been providing our customers with the highest quality water sports

equipment matched with unparalleled customer service. In addition to our top of the line watercraft rental

service, we are North Georgia’s premier source for Parts & Service, New/Used Boat Sales & Wake Shop

Supplies.

We pride ourselves on having the simplest, yet effective motto around: best prices, best watercraft and best

service, guaranteed.

For over 16 years, we have been offering top quality rental waverunners, ski boats, pontoons/tritoons &

wakeboard boats that are unmatched by our competitors. Our highly trained staff are equipped with the skills

to make sure our customers’ experience on the water is as exciting, safe and memorable as possible.

One of the most unique services we offer is delivery of our rental equipment. Only at Young Harris Water

Sports can you choose your lake. We deliver to any approved commercial marina or public launch on our list of

approved lakes.

Our amenities do not stop at Watercraft Rentals. We offer a Marine Service Center as well as a brand new

13,000 square foot Boat Sales Center filled with top of the line watercraft from brands including: Yamaha,

Bayliner, Heyday, Crest, Chaparral, Skeeter and Lowe boats. We also have a full lineup of trailers for jet skis,

pontoons/tritoons and ski boats.

Our Lake Chatuge Wake Shop and Lake Oconee Wake Shop are both loaded with the area’s largest selection of wakeboards and wake surfers, water skis, tubes, kayaks, SUPs, marine supplies and much more.

Bottom line: No matter what our customers’ needs are, if it involves the water we’ve got them covered.

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YOUNG HARRIS WATER SPORTS WATERCRAFT RENTALS 2020

Watercraft Rentals Overview

Young Harris Water Sports operates an extensive fleet of rental watercraft. Our fleet is essentially divided into

two operations: Northern and Southern. The Northern Operation includes our rental operation at our Lake

Chatuge location as well as our Delivery Fleet. The Southern Operation includes the following on-site rental

operations: The Ritz-Carlton Reynolds, Lake Oconee, 44 Bridge, Boathouse at Harbor Club and Fish Tales

Marina. In total, we operate approximately 60+ watercraft and are continually injecting new watercraft

annually as we add new operations and locations. This binder will focus primarily on the Northern Operation.

The following will be covered in this section:

Reservation customer qualifying process (making reservation) Pre-rental procedures Rental procedures Post rental procedures Rental rates & tow equipment Delivery service breakdown Webreserv tutorial (video link) Keep & Share Calendar tutorial (video link) Voice mail & email procedures (video link) Rental website navigation (video link) Rental Policies (video link) Training video links Damage charge chart Propeller chart Boat Maintenance charts (oils/fluids etc) What to if boat needs repair? Rental inventory list

Reservation Customer Qualifying Process

• How to take a reservation over the phone

o Qualify customer first by asking/finding out the following questions

▪ What lake are you wanting/needing vessel? (delivery lake minimums)

• If on Blue Ridge, Nottley, or Burton give the customer option to come to Chatuge

if looking for a daily or a few hours only. Talking points would be short drive only

40 minutes from Lake Blue Ridge, 25 minutes from Lake Burton, 20 minutes from

Lake Nottley. Nice facility with full dockhand staff to assist. Beach with hangout

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area for others if switching riders (jet skis), other toys lake matt’s, bathrooms etc.

• Blue ridge marina does offer short term slip rental for people staying off lake.

Let customer know not to mention they renting from us as the Blue Ridge

Marina will be nasty about it.

▪ Next qualify customers needs from a boat standpoint.

• How many people do want to fit on the boat at one time?

• What type of activities are you going to be doing?

o Tubing, Wake boarding, surfing, just cruising?

o Next discuss pricing & details

▪ Remember multi-day rentals are based on days used. If you have it on a day you have to

pay for that day. Example if we drop boat at noon on Friday and pick-up at noon on

Saturday the customer pays for two days. If they do not like that I suggest dropping in

the morning and picking up in the evening, so they get their full two days (reason is craft

typically cannot be checked out to another guest thus losing revenue). The other option

at a on water location such as Lake Chatuge is do one 8-hour day.

▪ Remember the extra’s fuel, delivery cost, water sports equipment, damage waiver, insurance

o Lake Chatuge Booking Rules

▪ 2-hour rentals are walk-up only. (can book the day of only)

▪ 4-hour rentals rental times. 9-1 or 1:30-5:30

▪ 8-hour rentals rental times. 9-5 or 9:30-5:30 (look at schedule to ease congestion)

o Check calendar for availability

o Book reservation (see training video)

▪ If delivery put on keep and share delivery calendar

o Explain to customer the following

▪ Check your e-mail confirmation for correct dates and times

▪ Fill out your smart waiver prior to arrive (have all people in your party fill out waiver

including relates and friend who may be on the vessel. Can forward the email to them

or we can send if needed.

▪ Directions are included to Chatuge site

▪ Explain how delivery works. i.e. the driver will contact customer one day prior to drop

to confirm drop location and all other needs.

▪ Thank them for reserving with us and let them know we are avaible anytime to serve

them.

Pre-Rental Procedures

• Check reservation

o Make sure payment has been made in full (webreserv 2.0)

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o Smart waiver signed by all getting on the boat (adults have added minors)

• Check boat (prior to customer arrival / prior to delivery)

o Check running condition

▪ Oil level, transmission fluid level (wake boat)

▪ Always start boat prior to leaving on delivery or first thing in the morning at dock

▪ Blower, Bilge, radio, ballast tanks, nav lights, Bimini top condition, horn

▪ Condition of prop

▪ Check for safety equipment

• Safety vests, Type iv float, fire extinguisher, Horn works, registration, 2 boat tie

downs, 2 fenders, and anchor

Rental Procedures

• Provide boat orientation (video training available)

o Best to only have boat operators on the vessel while doing orientation (rest of family stays off

boat during this part).

o Orientation break down (3 part)

▪ First cover needed legal and safety equipment

▪ Second vessel operation

▪ Third final lake safety and navigation rules

• Help rest of the guests and their supplies get ion the vessel

• Explain boat return procedure based on delivery or lake Chatuge.

o Delivery return time and boat loading

o Lake Chatuge – customer waits at away from dock until dockhand arrives to help them dock

vessel safely.

o Vessel will be inspected and fueled. They will then pay for fuel

Post Rental Procedures

• Help guests disembark

• Inspect vessel for damage (if damage charge damage deposit)

o Check interior and upper deck

o Check prop and lower hull

• Check for all safety equipment

• Check for all issued vests and rental equipment and condition

• Fuel vessel and charge customer

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• Properly secure vessel or trailer back to shop

• If guest had a great time and was happy send text message request for review through Kenect texting

application

Rental Rates

Craft Seats 2 hr Half Day

4hr

Full Day

8hr

Multi-Day

Wave runner (Jet Ski) Yamaha VX *No Towing

2 $150 $225 $350 $350

Aluminum Fishing Boat

3 $95 $150 $195 $195

Center Console Fishing Boat

4 $175 $250 $350 $350

Deluxe Ski Boat VR5 No Tower

7 $200 $350 $475 $475

Premium Ski Boat VR5 Tower & Chaparral

8 $250 $400 $525 $525

22’ Deluxe Wake Boat WT-2 Heyday

10 $300 $450 $650

$650

25’ Premium Wake Boat WT-Surf Heyday

14 $350 $550 $750 $750

24’ Deluxe Tri-toon

12 $200 $350 $475 $475

25’ Double Decker Tri-toon

w/Slide *No Towing

12 $250 $425 $650 $650

Non-Motorized Watercraft

No reservation made for Lake Chatuge non-motorized walk-up only - Plenty of equipment

Water Sports Equipment

Item Daily

Craft Seats 1hr 4 hr 8 hr Multi-Day

Single Kayak 1 $10 $35 $45 $45

Double Kayak 2 $20 $45 $55 $55

Stand Up Paddle Board 1 $20 $45 $55 $55

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Basic -- Combo Skis, Knee Board or Single Tube $25

Deluxe -- Wakeboard, Deluxe Double Tube, Children’s Trainer Skis & Competition Slalom Ski

$45

Premium -- 3 Person Tube & Wake surfboard $65

Lake Oconee Product & Pricing Guide

CRAFT SEATS

FUEL CAP

(gal) (varies

by craft)

2 HR

(same day

only)

4 HR

(Half Day)

8 HR / DAILY

(Full Day or

P/Day)

Jet Ski 2 18 $160.00 $290.00 $460.00

Yamaha VX line

Aluminum Fishing Boat (44 Bridge) 2 11 $95.00 $150.00 $195.00

Lowe's Stryker or Similar

Center Console (44 Bridge) 4 30 $160.00 $260.00 $350.00

Bayliner F18 or Similar

Tritoon (44 Bridge & Boathouse

Marina) 12 29 $210.00 $370.00 $530.00

Princecraft Vectra 23 or Similar

Double-Decker Tritoon (44 Bridge) 12 26 $320.00 $550.00 $840.00

Crest III

21' Ski Boat w/ Tower (44 Bridge) 8 40 $295.00 $430.00 $650.00

Chaparral 21 SSI OB or Similar

Premium Wake Boat (44 Bridge) 12 60 $320.00 $550.00 $840.00

Heyday WT-Surf or Similar

Water Sports Equipment 101: The Basics

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Combo Skis

Water skiing typically begins with a deep water start, with the skier crouching down in the water. When the

skier is ready, the driver accelerates the boat to pull the skier out of the water. In addition to the driver and the

skier, a third person known as the spotter or the observer may be present. The spotter’s job is to watch the skier

and inform the driver if the skier falls.

Wakeboard

Wakeboarding is a surface water sport which involves riding a wakeboard over the surface of a body of water.

The rider is usually towed behind a motorboat, typically at speeds of 18-23 mph. Using edging techniques, the

rider can move outside of the wake or cut rapidly in toward the wake. Jumps are performed by riding towards

and up the wake and launching into the air.

Kneeboard

Knee boarding is an aquatic sport where the participant is towed on a buoyant, convex, and hydrodynamically

shaped board at a planning speed, most often behind a motorboat. In the usual configuration of a tow-sport

kneeboard, riders kneel on their heels on the board, and secure themselves to the deck with an adjustable Velcro

Sizing

KIDS TRIANERS – 3YRS-7YRS

(cross bar on skis to help keep skis

from splitting apart when learning)

JUNIOR SKIS (152CM) – 7-12 YRS

ADULT – (160CM – 178CM)

One Size Fits All

Binding size is

most important

factor

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strap over their thighs. Most water ski kneeboards do not have fins to allow for easier surface spins. The

advantages of knee boarding versus other tow-sports seems to be an easier learning curve and a sense of being

closer to the water when falls occur.

Single/Double/Triple Tube

Towed tubing usually takes place on a large body of water such as a lake or river. The riders (often called “tubers”) tether their tubes to a powered watercraft and are then towed through the water by the watercraft.

Wake Surfer

Wake surfing (similar to, but not the same sport as, wakeboarding) is a water sport in which a surfer trails

behind a wakeboard boat, surfing the boat’s wake without being directly attached to the boat. The wake from

the boat mimics the look and feel of an actual ocean wave.

Delivery Lake Fees & Minimum rental periods

• 2 Hour Minimum

o Lake Chatuge – 2683 Hwy 76 (YHWS on the lake)

• 2 Day Minimum

o Lake Nottely - (2 day minimum) [125.00] o Lake Burton - Moccasin closed for 2020 season (2 day minimum) [195.00]

o Lake Burton - Murray Cove (2 day minimum) [195.00]

o Lake Blue Ridge - Lakewood Landing Launch (2 day minimum) [195.00]

o Lake Seed (2 day minimum) [250.00]

Tube Sizing Chart

Slice – 2 rider

Super Slice -3 rider

Super Mable – 3 rider

The bigger the board the easier to

ride typically.

With small children medium is

better (can get to big)

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• 3 Day Minimum

o Lake Fontana (3 day minimum) [275.00] o Lake Rabun (3 day minimum) [250.00]

o Lake Nantahala (3 day minimum) [275.00]

o Lake Santeetlah (3 day minimum) [325.00]

o Lake Hiwassee - Hanging Dog Launch (3 day minimum) [250.00]

o Lake Hiwassee - Micken Branch (3 day minimum) [250.00] o Lake Rabun (2 day minimum) [250.00]

• 4 Day Minimum

o Lake Oconee (4 day minimum) [750.00] o Lake Ocoee (4 day minimum) [350.00]

o Lake Hartwell (4 day minimum) [350.00]

o Carters Lake (4 day minimum) [350.00]

o Lake Lanier (4 day minimum) [295.00]

o Lake Allatoona (4 day minimum) [395.00 o Lake Sinclair (4 day minimum) [950.00]

o Lake Glenville (4 day minimum) [375.00]

o Lake Keowee (4 day minimum) [375.00]

o Bear Creek Lake (4 day minimum) [425.00]

• Other Lakes (5-7 day Minimums)

o Lake Murray (7 day minimum) [1200.00]

o Lake Wedowee (7 day minimum) [1,400.00

THE Y.H.W.S DELIVERY SERVICE

Deciding on a rental location

When the customer chooses to rent a watercraft on a delivery lake where we do not have a physical location,

we have flexibility on where they can take possession of their watercraft. When making a reservation with one

of our customer service representatives, the customer can indicate their rental home address (or at least an

estimated area). This will allow our delivery manager to locate the closest boat launch to their home. If they

already know of a boat launch nearby to their home, they can let us know. Our goal is to make the drop-off and

pickup of their watercraft as hassle free as possible. If no boat launch is selected during the reservation process,

we will contact them later with the name and address of the boat launch once we have located an adequate

drop-off location.

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Check watercraft availability over the phone OR online

Once they have selected their lake and have confirmed their desired rental dates, they can give us a call to check

craft availability. Additionally, they can check craft availability using our online reservation system. However, it

is always a good idea to speak with one of our representatives in person. Because we operate a delivery fleet

AND keep watercraft at various on-site rental locations, we may be able to shift watercraft around to meet their

specific rental needs.

Communication with the delivery specialist

As the date of their rental approaches, we reach out to the customer a day or so prior to confirm drop-off times,

tow equipment as well as any last-minute changes or requests, but most importantly to exchange contact

information. We want their rental to be a very personal experience. By contacting them ahead of time, we feel

we can reduce the risk of errors and mistakes; in return, making their rental much more enjoyable for the entire

family. Additionally, should they need any assistance throughout the duration of their rental, they will have a

direct contact (in addition to our main office) for any questions or concerns that may arise.

Taking possession of the watercraft

On the day of their reservation, our delivery specialist will make one last call prior to leaving our base of

operations. The delivery specialist will then meet the customer at the designated drop-off location (ideally 15-

20 minutes prior to their scheduled rental time). This allows adequate time to fill out paperwork and go through

a brief craft orientation. We want the customer to feel comfortable with the watercraft and will remain with

them as long as they need to ensure they are ready to get underway.

Optional: When the customer takes possession of their watercraft, it is given to them with a full tank of fuel;

therefore, they are responsible for filling up the tank upon return. Due to inflated gas prices at marinas, we offer

the option of pulling the craft out of the water and re-fueling it at a gas station on our way back to our base of

operations ($25.00 surcharge). This saves the customers an average of $1.00-$2.00/gallon. With some of our

wake boats equipped with 50-60 gallon fuel tanks, you can see how this can keep some money in their pocket.

However, they are more than welcome to fill the boat at a marina prior to returning the craft.

VOICE & EMAIL

• Checking and Returning Voice Mail

o Check voice mail every half hour if time allows (voice mails checked via email posted by IP phone system)

o Log into yhwsboardshop@yhwatersports.com (will be programmed on mail app on computer)

▪ Once return call is made move the email from the inbox to the appropriate box

• Boxes include:

o Northern V-mail Complete

o Southern V-mail (forwarded to southern office- 44bridge.yhws@gamil.com,

Jacobbenoff@yhwatersports.com, loriboyer@yhwatersports.com)

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o Customer Reservation Correspondence (If email communication is sent to customer)

o If forwarding email to appropriate dept within company use corresponding box

• Checking and Returning Email

o Check email every half hour or as time allows

o Log into yhwsboardshop@yhwatersports.com (will be programmed on mail app on computer)

▪ Once email is sent move the email from the inbox to the appropriate box

• Boxes

o Customer Reservation Correspondence (If email communication is sent to customer)

o If forwarding email to appropriate dept within company use corresponding box

Keep & Share Delivery Calendar

• All delivery craft must be put on schedule to be delivered to a delivery lake or being used at our Lake Chatuge on site rental

location must be put on calendar.

o Must put both drop and pick-up dates as separate events in calendar

o Event/scheduling format

▪ Time -Product-type (i.e. drop or pick-up)-(Lake)-*Customer*

▪ Examples below - all new scheduled events are colored (purplish)as below to let the scheduling manger

know it needs to have a drive assigned. Once driver is assigned delivery manager changes color.

▪ Watch calendar for over booking

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▪ Always check calendar prior to booking a delivery boat to make sure drivers are available

Use event view when viewing

calendar. Can also adjust # of

days view

See color for using when first

booking a delivery craft.

Delivery manager changes

color when driver is assigned

Use event view.

Click into even to make

changes to existing

scheduled event

Click plus sign to add new event

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Select Time here

Notice format-

Boat DROP or P/U (Lake) *customer*

Do not forget to save

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This is how it should look when

completed. Always double

check when finished. Double

check dates

Be aware of limits for booking delivery craft.

May say call manager for approval

Reminder of holiday rates

Notice drivers have been

assigned. This is so you can

contact the driver to relay

customer information such as

last-minute changes, running

late etc.

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Kenect Tutorial

• To login into Kenect texting platform form go to www.kenect.com and on the upper right-hand side click the login icon.

• The kenect app is also available through the app store.

Login Screen

Inbox. You will only see text that has been assigned to you or

your team. Once you respond to a text it automatically is

assigned to you. Although anyone can respond to customer.

Once you click on

customer in the inbox the

text history loads to the

right.

Texting history

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You have option when texting to use the quick

replies. This are pre-programmed response such

as directions, rates etc.

Select customer to text via name or number

Type text to customer here

To text a new customer add them to data

base here first. Only need name and cell#

Request a review

Can attach pictures etc. props,

boats for sales, service issues

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Equipment / Damage Charges

Aluminum Props (pontoon & Ski Boats) $200 Wake Boat Props $850 Anchor $50 T-Handle tow rope $50 Tube Rope $45 G4 Fender $40 Inflator $30 Single Tube $150 Double Tube $225 Deluxe Tube $350 Life Jacket $35 Waverunner fender set $50 $95

Propeller Guide

Bayliner VR5 – 17 pitch

Pontoon (150 hp out board) – 17 pitch

Wake Boats - See Manager or Service

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YOUNG HARRIS WATER SPORTS DEALERSHIP SALES 2020

The Young Harris Water Sports Dealership is a brand new 13,000 square foot facility built with the customer in

mind. We have the ability to showcase several of the watercraft we carry in a controlled environment. This

means the customer has the luxury of comfortably browsing our selection at any point in the season…even if there is a foot of snow outside on the ground!

Our seasoned sales staff are here to ensure the customer is getting into the right boat based on their

individual needs. With a combined 50 years of sales experience between the two, Mark and Michael know

their boats.

PROUDLY CARRYING THE FOLLOWING BRANDS:

• Chaparral

• Bayliner

• Heyday Wake Boats

• Lowe Pontoons

• Crest Pontoons

• Skeeter Bass Boats

• Yamaha WaveRunners

• Seadoo PWC’

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YOUNG HARRIS WATER SPORTS SERVICE DEPARTMENT & COVERED STORAGE 2020

Services Offered:

• Boats

o Yamaha, Mercury, Mercruiser & PCM Marine factory authorized service. WE DO WARRANTY

WORK.

o Insurance Specialists

o Boat Wiring Specialists

o Computer Diagnostics for Volvo Penta, Indmar, PCM, Yamaha Outboards, Mercury Outboards,

Mercruiser Stern-drives & Inboards

o Repair major boat systems/items such as bilges, blowers, starters, impellers, thermostats, fuel

components, etc.

o Engine repairs and exchanges

o Out-drive repairs, exchanges, & preventative maintenance

o Preventative services - oil changes, lower unit service, and other factory recommended services

o Accessory sales and installation - radios, speakers, wake board towers, swim platforms, depth

finders, trolling motors, anchors --- all of your water toys.

• PWCs

o We are Yamaha & Seadoo Dealer (Factory certified tech’s)

o Oil changes & winterizations

o Seadoo Key Programming

o Engine Replacement (SBT engines with 1 or 2 year warranty)

o Trouble shoot and repair most PWC problems

• Trade Checks

- Compression test engine

- Computer check Diagnose error codes, true engine hours, past over heating problems, etc.

- Check major system components

• Parts Services

o Vovlo Penta, Indmar and Marine Power parts

o PCM factory authorized service

o Mercury Parts (Authorized Dealer)

o Yamaha Parts (Authorized Dealer)

o Seadoo (Authorized Dealer)

o Propeller refurbishing service

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AUTHORIZED SERVICE CENTER

Covered Storage

Amenities Rates

Fenced Lot

Security Services – ADT alarm system &

video surveillance

On-site boat mechanic

On-site detail service

On-site water sports wake shop & marine

supply

Delivery and pick-up service available

Covered Storage

$85/month with a 12 month lease

$100/month if paying month-to-month

Uncovered Storage

No longer available

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YOUNG HARRIS WATER SPORTS EMPLOYEE HANDBOOK 2020

TRAINING VIDEO’s

Employee Handbook PDF

YOUNG HARRIS WATER SPORTS COMPANY CONTACT LIST 2020

YHWS DEALERSHIP Lance Markham President/CEO 706-897-2740 lancemarkham@yhwatersports.com

Patrick Seals

Northern Rental Manager

706-299-9109 Patrickseals@yhwatersports.com

Deborah Russell Office Admin. 706-851-9280 deborahrussell@yhwatersports.com

Hannah Mealer CSR- Blue

Ridge 706-897-2692 yhwsboardshop@yhwatersports.com

Teresa Jenkins-Przekop

CSR- Young Harris

Dealership 251-978-8202 yhwsboardshop@yhwatersports.com

Brittany Parker CRS- Chatuge Rental Center 330-206-4594 yhwsboardshop@yhwatersports.com

SERVICE DEPARTMENT 706-200-1717

Gary Cannon Service

Manager 706-970-1869 garycannon@yhwatersports.com

David Shultz Service

Manager 404-317-7166 davidschultz@yhwatersports.com

Tyler Barrett Marine

Technician 706-835-9902 barrett302@yahoo.com

Steve Miller Marine

Technician 706-994-5220 millers1526@hotmail.com

Corey Heffley Marine Shop

Assistant 706-897-9481 coryheffley7@gmail.com

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Andrew Parks Marine Shop

Assistant 706-400-8719 andrewparks150815@gmail.com

Randy Kneip Marine

Technician 772-485-7490 randyknp@yahoo.com

Glenn Faast Marine

Technician 305-481-9106 faastg@aol.com

Cody Thomasson Marine

Technician 828-736-5645 cody.thomasson13@yahoo.com

PARTS Nicole Rhea Parts Manager 828-541-3980 service@yhwatersports.com

Dave Greve Parts Manager 706-400-9893 davegreve@yhwatersports.com

SALES Dave McManus Sales Manager 352-301-6077 davemcmanus@yhwatersports.com

Mark Pohnl Sales Associate 561-685-6926 markpohnl@yhwatersports.com

SALES Rick Richert Sales Associate 407-256-0670 rickrichert@yhwatersports.com

Ben Stevens Sales Associate 828-342-4768 Benstevens@yhwatersports.com

Debbie Golan Sales Associate 706-970-8243 debbiegolan@yhwatersports.com

Mike Garry Sales Associate 813-967-7338 mikegarry@yhwatersports.com

Rick Anzola Sales Associate 706-455-3996 rickanzola@yhwatersports.com

Richard Harper Lot Porter 706-897-1743 rharper1858@gmail.com

DRIVERS Chris Vardo Delivery Driver 828-361-5227 cvardo@townscountyschools.org

Jeff Stowers Delivery Driver 706-835-7934 jstowers71@gmail.com

Jeff Krokonko Delivery Driver 706-400-0556 tcfd858@gmail.com

Steve Vocino Delivery Driver 561-827-8701 steve@vocino.com

Gary Dennis Delivery Driver 404-547-4442 garytheguitargod@gmail.com

Robert Hamilton Delivery Driver 352-586-2413 Bobcat512005@yahoo.com

Dale Johnson Delivery Driver 828-231-7728 rdalej@gmail.com

Chatuge DOCK Wesley Calhoun Dock Hand 706-897-9324 Weslycalhoun4@gmail.com

Dock Hand Jeff Bond Dock Hand 706-897-6177 jbroosters@gmail.com

WINSHAPE Jacqueline Morgan Activities Co. 864-873-7540 jackiwmorgan@gmail.com

OCONEE MANAGEMENT

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Jacob Benoff Regional Manager 404-991-8344 jacobbenoff@yhwatersports.com

Taylor Harrell Ritz Manager 678-227-4639 Taylorharrell@yhwatersports.com

44 BRIDGE 706-200-1720 44bridge.yhws@gmail.com

Lori Boyer Office

Administrator 478-696-0541 loriboyer@yhwatersports.com

Courtney Neild Southern CSR 770-940-4940 44bridge.yhws@gmail.com

Southern CSR 44bridge.yhws@gmail.com

SOUTHERN DOCKS Andrew Benoff Dock Hand 706-817-7750 andrewibenoff@gmail.com

Chase Olson Dock Hand 770-656-5059 conradolson15@gmail.com

Dock Hand

Dock Hand

Dock Hand

Dock Hand

Dock Hand

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YOUNG HARRIS WATER SPORTS EMPLOYEE PAPERWORK & ORIENTATION MATERIALS 2020

WATERCRAFT ORIENTATION CHECKLIST

FUNCTION AND LOCATION OF:

o BLOWER

o BILGE

o ACCESSORY SWITCHES

o HORN

o BALLAST TANKS (IF APPLICABLE)

o SAFETY LANYARD

GAUGES

o FUEL

o SPEEDOMETER

o TACHOMETER

o ENGINE TEMPERATURE

o OIL PRESSURE

o TRIM

FUEL LEVEL IS FULL x_____________ CUSTOMER INITIALS

ELECTRONICS

o RADIO

o AUX. PORTS

o 12v OUTLETS

o TROLLING MOTOR (BAYLINER)

TRIM OPERATION

SAFTEY EQUIPMENT

o TYPE II SAFETY VESTS

o TYPE IV THROWABLE PRESERVER

o FIRE EXTINGUISHER

o SAFETY PADDLE

o CRAFT REGISTRATION

FUNCTION AND LOCATION OF

MOORING EQUIPMENT

o DOCKLINES

o FENDERS

o ANCHOR

TOW EQUIPMENT

o TUBE INFLATOR

o TUBE ROPE/T-HANDLE ROPE o WHERE TO STORE EQUIPMENT

(TUBES, SKIS, WAKEBOARDS, ETC.)

WATERCRAFT OPERATION

o THROTTLE IN NEUTRAL IN ORDER

TO START.

o LANYARD IN PLACE

o RUN BLOWER 30-60 SECONDS

PRIOR TO STARTING

o KEEP BLOWER RUNNING AT IDLE

SPEEDS IN ADDITION TO PRE-

START

o TURN OFF BLOWER AFTER BOAT IS

MOVING FASTER THAN IDLE SPEED

o DO NOT OPERATE CRAFT IN LESS

THAN 10’ OF WATER

o DO NOT OPERATE CRAFT AT FULL

SPEED WITHIN 100’ OF OTHER WATERCRAFT, DOCKS OR THE

SHORELINE.

o DO NOT TURN OFF THE CRAFT

WHILE IN GEAR (SHIFT TO NEUTRAL,

THEN TURN OFF CRAFT ONCE

SAFELY AT A STOPPING POINT)

DOCKING THE CRAFT

o V-DRIVE vs. I/O vs. OUTBOARD

o SECURING THE CRAFT USING

DOCKLINES/FENDERS

CRAFT & EQUIPMENT CONDITION

o NOTE ALL PRE-EXISTING CRAFT

DAMAGE (IF APPLICABLE)

o NOTE CONDITION OF TOW

EQUIPMENT

27

PRE-DEPARTURE DELIVERY CHECKLIST

CHECK ENGINE OIL

CHECK GEAR OIL

CHECK TRANSMISSION FLUID

START BOAT

CHECK BLOWER & BILGE

CHECK FUEL LEVEL

CHECK ELECTRONICS (RADIO,

LIGHTS, ETC.)

CHECK TRIM OPERATION

SAFTEY EQUIPMENT

o TYPE II SAFETY VESTS

o TYPE IV THROWABLE

LIFE PRESERVER

o FIRE EXTINGUISHER

o SAFETY LANYARD

o SAFETY PADDLE

o CRAFT REGISTRATION

CHECK MOORING EQUIPMENT

o DOCKLINES

o BUMPERS

o ANCHOR

CHECK TOW EQUIPMENT

o CHECK INFLATOR

o CHECK CONDITION OF

EQUIPMENT

o TUBE ROPE/T-HANDLE ROPE

LIFE JACKET TUBS FULLY

STOCKED

CHECK TRAILER

o SAFETY CHAINS

o SAFETY PIN

o LIGHTS FUNCTIONING

PROPERLY

o LICENSE PLATE

o MAKE SURE TRAILER IS

PROPERLY COUPLED TO THE

HITCH

WATERCRAFT CHECK-IN

CHECK FOR DAMAGES:

o PROP

o LOWER UNIT

o BOW

o HULL

o STERN

o TOONS

o RUB RAIL

o SWIM PLATFORM

o INTERIOR

CHECK SAFETY EQUIPMENT

INVENTORY TOW EQUIPMENT

INVENTORY LIFE JACKETS

EMPLOYEE INITIAL: _______________

28

Delivery Driver Checklist

1 Day before delivery

Contact customer to confirm the following: drop-off time & location, tow-equipment

needed, number of people in their group and if they have small children/infants (this

helps make sure you have the necessary life jackets) & any additional questions they

may have concerning their rental.

If the drop you are assigned is in the morning, go ahead and hook up your delivery truck

to the boat so it is ready for your delivery (Optional).

Load the tow equipment into the craft (If applicable).

Check battery, bilge, blower, electronics, safety equipment and fluids in the boat.

Ensure the boat is full of fuel.

Clean boat thoroughly.

Day of delivery

Re-check to make sure the battery is charged and the boat will crank.

Secure the back of the boat with tie-down straps.

Briefly wipe down boat/jet ski again.

Check to make sure you have the following items:

Boat keys

Fenders & dock lines

Life jacket tubs

Tow-equipment (if applicable) and tow-ropes/inflator

iPad

Craft Rental Agreements

Jump box (in case of dead battery)

Call the customer on your way to touch base with them and let them know your

location.

Meet customer at designated launch and go through a detailed orientation including

state law, safety equipment, operation of the boat, photos of prop and any previous

damage as well as answer any additional questions they may have about the craft.

Confirm pickup time with customer.

Give them your cell phone number as well as our office number in case they need to

contact us.

Remove tie-down straps before backing down into the water.

Before backing into the water, CHECK THE PLUG!!! Then RE-CHECK THE PLUG!!!

Inboard/Outboard boats have One (1) plug in rear.

V-Drive boats vary (1-3 plugs)…one in the rear, one in the center, and one below the engine.

Our outboard boats do not have a plug (Pontoons/Tritoons).

Day of pickup

Contact customer on your way to the pickup location to make sure they will be there at

the scheduled time.

There are two options for getting the boat/jet ski onto the trailer:

Option 1: If there IS a courtesy dock, have the customer pull the boat up to it and

allow them to unload their belongings there. You can then pull the boat on the

trailer yourself.

Option 2: If there IS NOT a courtesy dock, back the trailer into the water and

stand back with the trailer to talk to the customer and help guide them onto the

trailer.

Pull the trailer out of the water and to a safe place to examine the prop, underneath and

around the hull as well as the interior of the boat.

If there is damage to the boat that is NOT pre-existing, take a photo of the damage and

inform the customer that in the event damage is incurred, you are required to charge

the watercraft damage deposit to the card on file. You can additionally inform the

customer that one of your managers will contact them to discuss the damage and

whether a refund or additional payment will be required.

If they rented tow-equipment, check to make sure all equipment is returned and is in

good condition.

Check to make sure the registration card was not accidentally removed from the boat.

If the boat was not returned re-fueled, fuel the boat at a gas station and bill the

customer for the fuel ***Additional $25 Fuel Surcharge*** The system will

automatically generate a receipt and send to the email address we have on file for the

reservation.

Return boat to lot behind office and remove all tow-equipment and additional ski vests

from the boat.

Trailering Orientation, Policies and Procedures

You should inspect your trailer before every trip. This checklist can help you, but never take

your trailer out on the road — with or without your vessel — before addressing any problems

you discover.

Pre-delivery Check

Check the trailer and trailer hardware to ensure both are in good condition.

Check the trailer wiring and lights to ensure all lights are working properly.

Check the trailer for any severe corrosion.

Check tires for dry rot.

Check tire pressure and general condition, lug nuts for tightness, and wheel bearings or

bearing protectors to make sure they’re adequately filled with marine grease. (Do not

overfill.)

Make sure you have a properly inflated spare tire.

Make sure the wheel bearings are properly lubricated and all wheels spin freely.

Check the rollers and/or bunks.

Inspect the winch, cable and hitch lock to make sure they are in good condition and

working properly. If the trailer has a braking mechanism, check that it is operating

properly.

Check the trailer to determine that it is properly attached to the vehicle and confirm

that safety chains (to connect the trailer to the vehicle) are in place.

Also ensure that the emergency brake system breakaway cable is securely connected to

the vehicle.

Plug trailer wiring connector to vehicle and check that all lights are working properly.

Inspect transom tiedown straps, bow strap and bow-strap safety chain. All should be

secure and in good condition.

Towing, Trailering and Transporting Your Boat

Once you have determined that your trailer is in good working condition, you can secure your

boat and any gear you will be towing for transport. Before and during transport, remember to:

Check that the boat is properly secured and seated on the trailer, as unevenness can

cause problems with weight distribution.

Check that the outboard engine is properly secured for trailering

Confirm that any gear in the boat is stowed away or attached securely.

No one should ride in the boat or on the trailer during transport.

Avoid running your engine outside of the water.

When taking the boat out of the water and loading it on the trailer, be aware and make

the necessary adjustments if the boat has taken on water — this can alter the weight

distribution and handling of the trailer.

If boat is equipped with a water ballast system, be sure to empty the ballast tanks prior

to departure.

Launching Your Boat from a Trailer

After you and your boat have safely reached your destination, do not rush to get out on the

water. Being safe on the water starts with a safe launch.

Before You Launch, check that:

Your boat is properly connected to the trailer.

The winch is properly connected to the boat.

Drain plugs have been installed.

Remove transom tiedown straps and bow safety chain. Leave bow strap connected until

launching.

During Launch:

Observe proper boat ramp etiquette. Have the boat ready to launch before entering the

launch ramp. Inspect the ramp before backing down and check to see how far you will

have to back the trailer into the water.

Back the trailer slowly down the boat launch ramp, until the boat starts to float in the

water on its own.

Be careful not to back too far into the water, or off the ramp. Also, do not submerge the

exhaust of the tow vehicle.

Keep the trailer winch locked until you are ready to float the boat off the trailer. Unwind

the winch slowly and carefully.

After Launch, remember to:

Move away from the ramp as quickly as possible to make room for the next boat being

launched.

Before trailering home

Before pulling out of the water, double-check that the sterndrive or outboard is raised.

Attach and tighten bow strap, making sure winch is properly in gear.

Check that the hull is resting properly on the trailer bunks or rollers.

Lower bimini top

Secure transom tiedown straps and bow safety chain.

If disconnected, reconnect all trailer lights and check operation.

Walk around trailer, inspecting tires, bearings, tiedowns, hitch latch, safety chains,

wiring connector and emergency brake system breakaway cable.

Stow away loose gear such as ice chests, life jackets and buckets.

Rental Dock Daily Checklist

Morning / Opening Procedures

o Open Register (drawer count)

o Check Bathrooms (paper products) Clean?

o Turn on open sign

o Check Webreserv report for first boats going out (pay special attention to

these boats first when doing your dock check)

o Prep Boats - Check battery, bilge, blower, electronics and fluids in all

vessels on the dock.

o Crank all the vessels to ensure they will start and have had sufficient time

to warm up.

o Ensure the vessels are full of fuel

o Clean vessels thoroughly (upholstery, rub rails/fiberglass, storage

compartments, floors, windshields, etc.)

o Check to make sure the following items are in the vessels

▪ Keys & registration

▪ Fenders & dock lines

▪ Safety jackets

▪ Fire extinguisher

▪ Tow-equipment (if applicable) and tow ropes & inflator

o Check that you have adequate amounts of all paperwork needed to

complete reservations for the day.

o Check messages (e-mail & voice mail) voice mail comes through via e-

mail

o Put out product at store front

o Put out rental display Kayaks and SUP’s

o Check and start laundry if needed

o Water any plants needing water

o Clean waterfront area – beach, rental kayaks & Sup’s if needed

Daily Duties

o Keep work area clean

o Constantly check email for messages

o Constantly check reservation system for online reservations

o Promote the company by engaging walk-up customers in conversation

and attempt to gain their business.

o Stay busy and productive during downtime by keeping work area as well

as all vessels clean and in good working order.

o Check any stock level through out the day on products running low in the

store. Report needs to your supervisor. (i.e. drinks, ice etc..)

Closing Procedures

o Secure and check all boats

o Lock all Waverunners with cable locks

o Check fuel level in tank – keep above ¼ tank-

▪ (call parker oil if refill needed 1-706-782-3110)

o Bring up all lanyards and keys to office

o Empty trash cans so they are ready for the morning

o Put up all product and rental displays from store front

o Lock gates and building

o Cash drawer count (drop cash to Deborah at the dealership)

o Set alarm on the way out

CSR Daily Checklist

Morning / Opening Procedures

o Open Register (drawer count)

o Check Bathrooms (paper products) Clean?

o Turn on open sign

o Put out product at store front

o Check messages (e-mail & voice mail) voice mail comes through via e-

mail

o Put out rental display Kayaks and SUP’s

Daily Duties

o Keep work area clean

o Constantly check email for messages

o Constantly check reservation system for online reservations

o Promote the company by engaging walk-up customers in conversation

and attempt to gain their business.

o Stay busy and productive during downtime by keeping work area clean

o Check any stock level through out the day on products running low in the

store. Report needs to your supervisor. (i.e. drinks, ice etc..)

Closing Procedures

o Empty trash cans so they are ready for the morning

o Bring in all product and rental displays from store front

o Cash drawer count (drop cash to Deborah at the dealership)

▪ Blue ridge store drop at United Community Bank in Blue Ridge

o Lock gates and building

o Set alarm on the way out

Accident Reporting Policies and Procedures

Having an auto accident or dealing with a catastrophe is stressful, yet it's important to try to stay calm

and focused.

What Do I Do After an Accident?

1. Safety First

• If the car accident is minor, move vehicles out of traffic to a safe place.

• Shift into park, turn off your vehicle, and turn on the hazard lights.

• Use cones, warning triangles, or flares for added safety.

2. Get Help

• Check for injuries; call an ambulance when in doubt.

• Call the police, even if the accident is minor. A police report can be invaluable to the

claim process and help establish who's at fault.

3. Collect Information

• Gather information from others involved in the accident.

o Drivers and passengers: names and contact information

o Vehicle descriptions (make, model, year)

o Driver's license numbers

o License plate numbers

o Insurance companies and policy numbers

o Eyewitnesses: names and contact information

o Accident scene location and/or address

o Police officer's name and badge number.

• Take photos of all vehicles involved and the accident scene, if it is safe to do so.

• Do not sign any document unless it's for the police or your insurance agent.

• Be polite, but don't tell anyone the accident was your fault, even if you think it was.

Security & Login’s

Login’s

Description URL User Id Password

Reservations Northern (Webreserv 2.0)

Board Shop/CRS Staff

https://bookingcentral.webrese

rv.com/admin/login

yhwsboardshop@yhwatersports.com Yhws2020$

Reservations (Webreserv 2.0)

Lake Chatuge

https://bookingcentral.webrese

rv.com/admin/login

Lakechatuge@yhwatersports.com Yhws2020$

Reservations (Webreserv 2.0)

Delivery Driver

https://bookingcentral.webrese

rv.com/admin/login

northernrental@yhwatersports.com Yhws2020$

Smart Waiver Console https://www.smartwaiver.com/

Lancemarkham Yhws2020$

Kenect Texting App

(Delivery Drivers) https://app.kenect.com/user-

settings

northernrental@yhwatersports.com Yhws2020$

Kenect Texting App

(CSR Staff) https://app.kenect.com/user-

settings

yhwsboardshop@yhwatersports.com Yhws2020$

Kenect Texting App

(Chatuge Dock) https://app.kenect.com/user-

settings

Lakechatuge@yhwatersports.com Yhws2020$

Delivery Calendar (app available) www.keepandshare.com Yhwsdelivery Yhws2018@

Voice/Email Use mail app on Computer

Desktop-Office outlook

Mobile - Exchange

yhwsboardshop@yhwatersports.com Yhws2020$

Access Codes

Description Code

Dealership & Service Doors & Alarm 4369

Lake Chatuge Door & Alarm 4369

Kayak Compound (at service) 2597

Locks @ Lake Chatuge

Jet skis/kayaks/other

4369

Lake Chatuge Gas Lock Code 3110

Service Gate Code 6017

Main Dealership Front Gate Key is at front desk drawer

Blue Ridge Store Key Only

Company Extension List

Ext Department Employee Direct Number

402 Rental Call Center (CSR phone) CSR anwer this line 17062001711

403 Billing Department Deborah Russell 17062001713

404 Business Manager David Waid 17064783666

408 Service Department Gary Cannon or David Schultz 17062001717

409

Young Harris Water Sports Lake

Oconee Jacob Bennoff or Lori Boyer 17062001720

412 Watercraft Sales -Young Harris Ben Stevens, Mark Pohnl 17063214479

413 YHWS Northern Management David Mcmanus, Lance & Patrick 17064006047

414 Lake Chatuge Rental Location Lake Phone 17069697259

415 Parts Department Nicloe Rhea 416 Watercraft Sales Blue Ridge Rick Richert, Debbie Golan 17627750790

TITLE: Customer Service Representative

LOCATION: YHWS Main Office

REPORTS TO: Vice President STATUS: Non-Exempt(Hourly) SUPERVISES: N/A PAY RANGE: $8-$10/hr

JOB SUMMARY: Responsible for running daily operations of the board shop by maintaining customer relationships, responding to inquiries, obtaining reservations both over the phone as well as online using our web-based reservation system, assisting with board shop sales and maintaining a clean and safe work environment.

Supports and contributes to the mission, vision and values of the company: Mission: To provide a memorable water sports experience for rental customers Vision: To deliver the highest quality watercraft, maintain a professional demeanor, and create a lasting impression with each and every rental customer. Values: Accountability-We are personally and collectively responsible for delivering on our commitments. Collaboration- We communicate effectively with fellow employees and supervisors. Compassion- We act with kindness and respect for all those we serve. Excellence- In whatever we do, we do it with a dedication to be the best. Integrity- We uphold the highest standards of honesty and integrity in all that we do. Investment- We have a commitment to the growth and success of the rental business. Adaptability- We proactively pursue continuous improvement. Service- We strive to provide an experience that exceeds our customers’ highest expectations. Teamwork- We will respect and support one another in achieving our goals and mission. Balance- We strive to operate a professional rental company with a focus on customer service to

invest in our future.

REQUIRED QUALIFICATIONS

Education High school diploma or equivalent Experience One to two years of customer service experience.

Licensure N/A Skills Excellent customer service skills and communication skills, ability to work in a

fast-paced work environment, work with little to no supervision, telephone skills, verbal communication, Microsoft Office skills, data entry skills, listening, professionalism, customer focus, organization, informing others and inventory management.

Environment Works in a business office environment. Hours of Work Must be available to work on any day of the week. Additional hours will be

required around holidays and certain high volume weekends. Hours of work are usually between 9am-5pm.

Travel Requires little to no travel. Physical Requirements This position requires a low to moderate level of physical activity. May be

required to occasionally lift items of up to 25lbs. Requires frequent computer and telephone use.

PREFERRED QUALIFICATIONS

Certification N/A Experience Previous experience dealing with customers both over the phone and in a

retail setting.

JOB FUNCTIONS 1. Reception • Greet everyone who enters the board shop in a friendly and

professional manner. • Promote the company by engaging customers in conversation in an

attempt to gain their business. • Obtain information from customers and enter into our web-based

reservation system. • Maintain a clean and safe work environment.

2. Reservations • Book new reservations received by telephone or online submission. • Gather and accurately enter required customer information (name,

address, phone, payment information, etc.) during initial phone call. • Explain to new customers our various rental locations and which one

applies to their particular reservation. • Advise customers what to expect upon arrival on the day of their

reservation. • Proactively follow-up with customers daily to assure they do not have

any questions or changes with their rental plans. 3. Cleanliness • Maintain a clean and safe work environment.

• Help assist other employees in keeping the shop organized. • Clean the restrooms regularly. • Keep garbage receptacles clean and remove trash as needed. • Put up and take down storefront displays daily upon arrival and

departure. 4. Financial Transactions • Collect payments and put in a safe location.

• Print a receipt for any payment received and give to the customer. • Balance/close register till and batch out charges on a daily basis. • Report any unbalanced accounts, missing funds, missing inventory,

etc. to the supervisor immediately. 5. Documentation • Keep very detailed notes during phone calls with customers.

• Store any documents related to watercraft rentals or board shop sales in an organized way so they may be easily retrieved.

• Write down messages or inquiries that are unable to be answered and relay them to your supervisor.

ACKNOWLEDGEMENT I have read this job description (or had it read to me) and completely understand all my job duties and responsibilities. I am able to perform the essential functions as outlined with or without reasonable accommodation. I understand that my job may change on a temporary or regular basis according to the needs of my company without it being specifically included in the job description. If I have any questions about job duties not specified on this description that I am asked to perform, I should discuss them with my immediate supervisor. I understand that if at any time I am unable to perform the duties as outlined here, I must contact my immediate supervisor.

________________________________________________ _________________ Employee Signature Date

TITLE: Delivery Driver LOCATION: YHWS Main Office REPORTS TO: Vice President STATUS: Non-Exempt(Hourly) SUPERVISES: N/A PAY RANGE: $8-$10/hr

JOB SUMMARY: Responsible for running daily operations of the delivery rental fleet by providing excellent customer service, maintaining punctuality, communicating effectively with fellow employees and supervisors, and efficiently handling all tasks related to watercraft rentals. Supports and contributes to the mission, vision and values of the company: Mission: To provide a memorable water sports experience for rental customers Vision: To deliver the highest quality watercraft, maintain a professional demeanor, and create a lasting impression with each and every rental customer. Values: Accountability-We are personally and collectively responsible for delivering on our commitments. Collaboration- We communicate effectively with fellow employees and supervisors. Compassion- We act with kindness and respect for all those we serve. Excellence- In whatever we do, we do it with a dedication to be the best. Integrity- We uphold the highest standards of honesty and integrity in all that we do. Investment- We have a commitment to the growth and success of the rental business. Adaptability- We proactively pursue continuous improvement. Service- We strive to provide an experience that exceeds our customers’ highest expectations. Teamwork- We will respect and support one another in achieving our goals and mission. Balance- We strive to operate a professional rental company with a focus on customer service to

invest in our future.

REQUIRED QUALIFICATIONS

Education High school diploma or equivalent Experience One to two years of customer service experience; Experience towing

trailers, boats, etc. Licensure Valid Driver’s License

Skills Excellent customer service skills and communication skills, ability to work in a fast-paced and constantly changing work environment, work with little to no supervision, computer programs including (Word, Excel, Web-based reservation system, etc.), towing watercraft.

Environment Indoor/Outdoor environment; will primarily be in a vehicle delivering watercraft, but will have to be out of the vehicle for periods of time to conduct rentals as well as cleaning and performing maintenance on the watercraft . Due to the season and time of year, will be exposed to high temperatures and humidity.

Hours of Work Must be available to work on any day of the week. Additional hours will be required around holidays and certain high volume weekends. Hours of work are usually between 7am-7pm.

Travel Requires regular travel on a daily basis; distances vary from day-to-day. Physical Requirements This position requires a moderate to high level of physical activity. May be

required to lift items of up to 25-50lbs. and climb in and out of boats.

PREFERRED QUALIFICATIONS

Certification N/A Experience Working knowledge of boats and jet skis.

JOB FUNCTIONS 6. Reception • Greet everyone in a friendly and professional manner.

• Promote the company by engaging any potential customers in conversation in an attempt to gain their business.

• Obtain information from customers and enter into our web-based reservation system.

7. Clean, Maintenance & Outfit

• Clean craft thoroughly (upholstery, rub rails/fiberglass, storage compartments, floors, windshields, etc.)

• Routinely check battery, bilge, blower, electronics, and fluids in all of the watercraft on the lot.

• Keep all watercraft outfitted with boat keys, fenders & dock lines, safety jackets, fire extinguisher, tow-equipment (if applicable) and tow-ropes/inflator.

8. Orientation • Become familiar with watercraft safety orientation and present this information to customers frequently on a daily basis.

• Ensure customer is comfortable with craft before sending them out. • Unload watercraft into the water and dock for the customer (when

possible). 9. Financial Transactions • Conduct financial transactions (Cash, Charge, and Room Post)

• Balance till and remove any cash sales from the register at closing. Place cash in an envelope and return to board shop along with all signed contracts for the day.

10. Organization • Store all contracts in an organized manner so they can be easily retrieved.

• Upon craft pickup, return craft to the storage lot and store it in an organized manner.

• Always unload equipment from the craft and leave it clean for the next person that hooks up to it.

ACKNOWLEDGEMENT I have read this job description (or had it read to me) and completely understand all my job duties and responsibilities. I am able to perform the essential functions as outlined with or without reasonable accommodation. I understand that my job may change on a temporary or regular basis according to the needs of my company without it being specifically included in the job description. If I have any questions about job duties not specified on this description that I am asked to perform, I should discuss them with my immediate supervisor. I understand that if at any time I am unable to perform the duties as outlined here, I must contact my immediate supervisor. ________________________________________________ _________________ Employee Signature Date

TITLE: Dock Hand LOCATION: Ridges Dock REPORTS TO: Vice President STATUS: Non-Exempt(Hourly) SUPERVISES: N/A PAY RANGE: $8-$10/hr

JOB SUMMARY: Responsible for running daily operations of the rental dock by providing excellent customer service, maintaining punctuality, communicating effectively with fellow employees and supervisors, and efficiently handling all tasks related to watercraft rentals. Supports and contributes to the mission, vision and values of the company: Mission: To provide a memorable water sports experience for rental customers Vision: To deliver the highest quality watercraft, maintain a professional demeanor, and create a lasting impression with each and every rental customer. Values: Accountability-We are personally and collectively responsible for delivering on our commitments. Collaboration- We communicate effectively with fellow employees and supervisors. Compassion- We act with kindness and respect for all those we serve. Excellence- In whatever we do, we do it with a dedication to be the best. Integrity- We uphold the highest standards of honesty and integrity in all that we do. Investment- We have a commitment to the growth and success of the rental business. Adaptability- We proactively pursue continuous improvement. Service- We strive to provide an experience that exceeds our customers’ highest expectations. Teamwork- We will respect and support one another in achieving our goals and mission. Balance- We strive to operate a professional rental company with a focus on customer service to

invest in our future.

REQUIRED QUALIFICATIONS

Education High school diploma or equivalent Experience One to two years of customer service experience.

Licensure N/A Skills Excellent customer service skills and communication skills, ability to work

in a fast-paced and constantly changing work environment, work with little to no supervision, computer programs including (Word, Excel, Web-based reservation system, etc.)

Environment Outdoor environment on the Ridges Rental Dock (Covered roof other than around fuel pumps). Will be somewhat exposed to the elements. Due to the season and time of year will be exposed to high temperatures and humidity.

Hours of Work Must be available to work on any day of the week. Additional hours will be required around holidays and certain high volume weekends. Hours of work are usually between 8am-6pm.

Travel Requires minimal travel. Physical Requirements This position requires a moderate to high level of physical activity. May be

required to occasionally lift items of up to 25-50lbs. Requires frequent computer use.

PREFERRED QUALIFICATIONS

Certification N/A Experience Working knowledge of boats and jet skis.

JOB FUNCTIONS 11. Reception • Greet everyone who enters the dock in a friendly and professional

manner. • Promote the company by engaging walk-up customers in

conversation in an attempt to gain their business. • Obtain information from customers and enter into our web-based

reservation system. 12. Clean, Maintenance &

Outfit • Clean craft thoroughly (upholstery, rub rails/fiberglass, storage

compartments, floors, windshields, etc.) • Routinely check battery, bilge, blower, electronics, and fluids in all

of the watercraft at the dock. • Keep all watercraft outfitted with boat keys, fenders & dock lines,

safety jackets, fire extinguisher, tow-equipment (if applicable) and tow-ropes/inflator.

• Stay busy and productive during downtime by keeping work area, shack as well as all watercraft clean and in good working order.

13. Orientation • Become familiar with watercraft safety orientation and present this information to customers frequently on a daily basis.

• Ensure customer is comfortable with craft before sending them out. 14. Financial Transactions • Conduct financial transactions (Cash, Charge, and Room Post)

• Balance till and remove any cash sales from the register at closing. Place cash in an envelope and return to board shop along with all signed contracts for the day.

15. Organization • Store all contracts in an organized manner so they can be easily retrieved.

• Display all promotional material in an organized manner. • Keep shack clean and organized.

ACKNOWLEDGEMENT I have read this job description (or had it read to me) and completely understand all my job duties and responsibilities. I am able to perform the essential functions as outlined with or without reasonable accommodation. I understand that my job may change on a temporary or regular basis according to the needs of my company without it being specifically included in the job description. If I have any questions about job duties not specified on this description that I am asked to perform, I should discuss them with my immediate supervisor. I understand that if at any time I am unable to perform the duties as outlined here, I must contact my immediate supervisor.

________________________________________________ _________________ Employee Signature Date