Cumberland Kayak Policies
Customer Service: Always remember that we are doing this for the customer! We want them to have a great time on the river, and happy customers = more customers, better reviews, and more tips. Large groups, a crowded boat ramp, etc. can be stressful, but you are always expected to be courteous and friendly with all customers. Do not make inappropriate jokes, use bad language, or make your customers/coworkers feel uncomfortable. Not following this policy can quickly result in the loss of all future shifts.
Safety & Security: Both people working a shift are responsible for the following:
--properly strapping kayaks and paddles, closing PFD box, chocking the trailer, securing trailer support bars (Driver must check everything before leaving. The driver should never take someone else's word that all strapping, etc. has been completed.)
--putting paddles and life jackets in the van after the shift (or when leaving the van unattended)
--locking up the van (including paddles, life jackets, iPads inside) and kayaks after your shift (or when leaving the van unattended).
--reinforcing the life jacket policy. No exceptions!
--follow the kayak weight capacity guidelines: single kayaks (300 lbs), tandem kayaks (450 lbs).
--monitoring the weather for storms that could impact trips.
Covid Policy: The staff member agrees to comply with all current and future CDC guidelines related to COVID-19, including but not limited to guidelines related to face coverings, social distancing, personal protective equipment (PPE), hand hygiene, and quarantine/isolation requirements. If you are experiencing COVID-19 symptoms, please notify management immediately.
Information: All staff members should be familiar with the the trip schedule for the day/week, and have a full understanding of routes, pricing, policies, and general information about Cumberland Kayak (2% for a Better World, river cleanups, etc.). The website, www.cumberlandkayakadventure.com is a great source of information, as is the Facebook page.
Waivers: All kayakers must fill out a waiver before kayaking (and before riding in the van whenever possible). No exceptions! Minors must sign a waiver and have a signed parental consent form before kayaking. No exceptions! A parent with a child needs to fill out two waivers—their own and their child’s. Always check the number of signed waivers, don't assume they were properly submitted.
Driving: Talking on the phone and texting while driving are prohibited. Drive carefully, pay attention to bikers and walkers, and observe all speed limits. The speed limit in Shelby Park is 20 mph. Only people on the company’s vehicle insurance policy can drive the van. The boat ramp is public—be courteous of other boaters and share the ramp.
Gas and Idling the Van: We are an environmentally friendly company, so do not leave the van idling on the boat ramp or while parked. General rule: if customers aren’t in the van, it shouldn’t be on.
Shuttling Customers: We do not shuttle customers to special locations or run extra trips for customers that finish early, late, etc. Customers that don't want to use our scheduled shuttles can walk, bike (there are B-cycle locations at Cumberland Park and Shelby Park), drive, Uber, Lyft, or call a taxi.
Mechanical Failure (Flat Tire, Trailer, etc.): If there is a mechanical failure (flat tire, crack in the trailer, etc.), please advise your manager and the person on phones/booking immediately. Safety is most important, so pull over to the side of the road and arrange for staff to transport customers back to their cars if necessary. Cancel/reschedule any trips that may be impacted. Flat tire: Firestone (615-829-8684; 406 Gallatin Ave, Nashville, TN 37206) or Gateway (615-242-2414; 800 Dickerson Pike, Nashville, TN 37207). Trailer: text or call Jordan Mueller 618-781-9054
Clocking In and Out: The process of clocking in and out for work is facilitated through the Homebase application or website. As per your assigned work schedule, you are required to clock in at the designated time and clock out when your manager dismisses you for the day. If you take an extended lunch break, it is mandatory to clock out and clock back in upon your return. In case you forget to clock in or out, please inform your manager promptly. It is essential to note that any act of clocking in without authorization or providing fabricated hours for payment would be considered as a breach of the company's policy and be theft.
Cash Payments: We strive to be a cashless business, and credit card payments are highly preferred for walk ups and all merchandise purchases. We do not make change and tax must be paid ($45 - Skyline Paddle/Downtown Paddle). All cash payments must be reported (same day) and delivered (same day when possible) to Ryan. Unreported cash payments are considered theft.
Customer Information: Customer information (addresses, contact information, credit card information, and personal details) should never be written down or used for anything other than Cumberland Kayak’s standard operations.
Tips: Tips are to be shared by the tipping customer’s driver and assistant(s) . Report all tips to coworkers by end of the day, and use venmo/square/paypal to settle up promptly when splitting cash isn't possible. Any disputes will be decided by the manager on duty. Anyone pocketing tips and not sharing correctly with their coworkers is subject to loss of future shifts/work.
Scheduling and Shifts: Your shifts will be scheduled on the Homebase app/website. Please let your manager know ASAP if you have a conflict, and when possible advise your manager of any upcoming conflicts at least 2-4 weeks in advance. Your shift schedule will note where to meet, your co-workers for the day, any pertinent notes/events for the day, and who is retrieving/driving the van. We do our best to stick to the schedule, but this is an on-call job—shifts can be cancelled due to weather, lack of bookings, etc. Except in rare situations, shifts will not be cancelled in advance due to weather.
Shift Arrival Times & Locations: Drivers that are picking up a van at Bailey Company should arrive 30 minutes before their first trip. Otherwise, shifts will start 15 minutes before a staff member’s first trip at the place where customers will be arriving. If you’ll be driving a van that is already in the field, please coordinate with the current driver. Any changes to time or location will be communicated by the onsite manager or phone attendant.
Late Customers: Cumberland Kayak operates according to our posted schedule whenever possible, and always aims to leave at the scheduled trip departure time. As the schedule allows, the van can be held for late arriving customers for up to 5 minutes past departure time. Customers that arrive later than 5 minutes after departure time can be directed to the put in to meet the group as the schedule allows, but Cumberland Kayak will not offer an unscheduled ride back to their car at the end of the trip. Customers that notify CK on the day of their reservation at least an hour in advance about being late, are eligible to be rescheduled for later that day based on the manager’s discretion.
Late Trips: If our schedule is altered or delayed due to weather, events, or other unforeseen causes, Cumberland Kayak will notify customers and continue to operate as close as possible to the original schedule. If a trip is more than 30 minutes behind schedule, a customer is eligible for a refund or rescheduled trip.
Weather Cancellations: Our trips are rain or shine. The weather is hard to predict and can change quickly, so we do not cancel trips or shifts in advance for weather, except in rare situations. Your manager will update you on Homebase and via text/phone if any changes occur.
Refunds: We do not offer refunds to customers that decide to cancel for any reason (weather, they can’t make it, etc.). If notified via email at least 48 hours in advance, we are happy to reschedule their trip (current year and season only) when possible at no charge. Any legitimate customer refund or rescheduling requests (Cumberland Kayak error, weather, etc.) should be forwarded to the manager for a final decision. Trips cancelled by Cumberland Kayak due to weather should be marked as “Weather Refund” or “Cancel/Reschedule” in Checkfront.
Trash/Daily River Cleanup: Please help beautify the river and pick up trash on the boat ramps and take out points whenever you notice it. This sets the tone for a great customer experience. If you see something floating down the river while kayaking, grab it! Did a customer collect trash while on the river—thank them!
Dragging Kayaks: Don’t do it! Team up with another staff member or customer to carry the kayaks, instead of dragging.
Reviews: If a customer has a particularly good time on the river, ask them to leave us a 5-Star review on Facebook, Google, TripAdvisor, or Yelp!
Drugs, Alcohol, and Smoking: Cumberland Kayak is a drug free workplace. Alcohol, recreational drugs, and/or prescription drugs that can cause impairment should never be carried or consumed by staff during working hours or near Cumberland Kayak operations. Staff should never operate a vehicle or report to work under the influence of alcohol or drugs. Smoking (including vaping/e-cigarettes) is only permitted during breaks and at a distance from customers and company operations.
Photos: If you take photos of a customer kayaking (a great way to drive tips and positive reviews), they should be emailed using the company account (not texted using your personal number or email). Please use the following email with links for any photos you send from your phone under our account.
Email Account: photos@cumberlandkayakadventure.com
Password: Kayaker1!
Email Subject: Cumberland Kayak Photos
Email: Thanks for kayaking with us! Here are the photos from your trip. If you enjoyed your paddle, please let other people know by leaving us a review on Google, Yelp, or Facebook!
Hope to see you again!
Cumberland Kayak Team
Please enter your legal name as it appears on your passport.