Core Focus and Values


🧭 Core Focus
We want to provide a 5 star experience in places you might not expect them.

How do we accomplish this?
We operate short term and long term rentals to the highest standards. Do you need a hotel? We’ve got the best. Do you need an airbnb? We’ve got the only one with this level of care. Do you need a car? We’ve got the car, and we’ll make you feel like the VIP you are as well.

⚖️ Values
💡 These values are fundamental beliefs which guide our actions. Each team member should strive to...

Treat others better
Treat others better than how you’d like them to treat you. Whether they are co-workers, customers, or vendors, always be the bigger person. Be sure that the person you are interacting with knows that you care about them deeply.

Make quick decisions
“A good plan violently executed now is better than a perfect plan next week.” – General George Patton. Make decisions and act as fast as possible. No decision will be perfect; understand the pros and cons of your options and move forward with what you think is best. Don't dwell and iterate to find the best solution!

Improve constantly
If you aren’t getting better, then you are getting worse. Read regularly. Learn as much as you can, and continually improve.

Learn from others
Chances are someone has already done the thing you are trying to do. Learn from them and improve rather than start from scratch.

Vacation policy


Days Off
Every employee at Berry Springs accrues time off each pay period at the rates below.

Type Days Notes
PTO
80 hrs/yr
Sick days
80 hrs/yr

Paid Holidays
These days will pay 1.5x your normal hourly rate after 30 days of employment.
New Year’s Day
Thanksgiving Day
Christmas Day
Vacation accrual
Q: Will my unused vacation days carry over to the following year?
A: Unused days will be carried over into the following year.
Q: If I leave the company, will I be compensated for unused days?
A: No.

Requesting time off
1. Time off requests must be submitted 2 weeks prior
2. Time off requests must be submitted via workforce app only
3. Requesting time off is a request and not a guarantee 

Roles and Responsibilities


In general, team members are expected to help fill in wherever needed (beyond the typical roles and responsibilities outlined below) to ensure a positive guest experience.

Innkeeper
You own the guest experience. You are the one that is in charge of making sure a guest has the absolute best vacation they possibly can. This means learning about them, finding ways to surprise and delight them, and making sure they always have what they need. You never end a guest conversation with just “I don’t know” if you don’t know the answer. Instead, you say, “I don’t know, but let me find out for you.”
You get to help them start their day. You serve them their breakfast. Take this opportunity to learn more about them, ask what they’re going to do that day, see if they need any recommendations, and in general, connect with them.
You’re responsible for keeping the common areas clean and tidy. You own the guest areas. The lobby, the dining room, the deck, the library, etc. Everything should always be in its place, stocked, and perfectly clean.
You fill in wherever you are needed. You own the guest experience and sometimes that means you’ll need to fill in for other roles. Maybe they need extra help on guest rooms, or maintenance needs an extra pair of hands. If you have time and it’s critical to the guest experience, help out.

Housekeeper
You own the guest rooms. If anything is out of place, dirty, or broken in a guest room, you are in charge of getting it resolved. Most of the time you can handle it, but when you can’t, inform your manager immediately.
You pride yourself on cleanliness. We run the cleanest hotel our guests have ever stayed at. It’s your job to make sure we always meet (and exceed) that expectation. Every surface is dusted, every sheet is perfectly clean, the blinds are aligned in the same direction, etc. No detail is overlooked. Ever.
You know hospitality is everything. You will interact with guests from time-to-time. Your job is to make sure they always have what they need to enjoy their vacation. Does the guest look like they need help and no one is around? Ask what they need and help them. You never end a guest conversation with just “I don’t know” if you don’t know the answer. Instead you say, “I don’t know, but let me find out for you.”
You utilize the tools we have. We leverage technology to make the job easier and deliver a better experience to guests. You are expected to use the tools and technology we provide daily.

Dress Code

Yes, we have a dress code and uniform.
The dress code exists for two reasons:
So guests know who is a part of the Berry Springs staff in case they need help and
To create consistency in the look and feel of the Berry Springs Lodge experience.
Our dress code is simple:
Everyone has access to Berry Springs Lodge button up collar shirt. Must be tucked into pants. Please wear this for all your shifts. (Stays at lodge and is cleaned at lodge)
Under logo shirt can wear white, navy blue or black long sleeve shirt.
Over logo shirt can wear white, navy blue or black cardigan. (Has to be open to see logo shirt.
Bandanna ties around neck or tied in ponytail in hair. (Hair is to be up)
Regular-fit jeans no holes or khakis (or equivalent). No sweats, shorts, etc.
Non slip closed toe shoes
Guest Policies


All current guest policies can be read here: https://berrysprings.com/policies

Employee Referral Program

Today we are announcing the launch of our Employee Referral Program! Our goal is to attract top talent to Berry Springs Lodge. We believe that our employees are the best ambassadors for the lodge.

You will receive a $100 bonus for everyone you refer that is hired and stays for at least 3 months.

How do you send a referral? Have them go to https://www.berrysprings.com/apply and fill out the form. Let your manager know that you referred someone and their name.

This program will help us grow our team with talented and motivated individuals who will contribute to our success.

Please reach out with any questions.

Details
Referral Bonus: An employee will receive a $100 bonus for every successful referral who is hired and stays with the company for at least 3 months.
Referral Process: To participate, employees should have their referral submit the form at https://www.berrysprings.com/apply and enter their name in the “Referred By” field.
Payment of Bonus: The referral bonus will be paid to the referring employee after the referred candidate has successfully completed their 3-month probationary period.

Employee Discount


Yes, we have a 10% employee discount.
If you want to book a stay, buy some merchandise, or a gift card you can get 10% off.
Just talk to your manager and they can ring up whatever you need.
Smoking Policy


There will be no smoking or vaping by staff on the property at any time. The facility is a non-smoking facility and guests are only allowed to smoke in the designated area on the side porch.

Professional Conduct Expectations


Professional Conduct and Workplace Conversations
At Berry Springs Lodge, we strive to maintain a professional, respectful, and inclusive work environment. To ensure this, we expect all employees to adhere to the following guidelines regarding conduct and workplace conversations:

Respectful Communication: All interactions within the workplace should be conducted with respect and professionalism. This includes conversations with colleagues, supervisors, clients, and visitors. Disrespectful or offensive language is not tolerated.

Appropriate Topics: We encourage open communication and the exchange of ideas, but certain topics can be divisive and are not suitable for the workplace. To maintain a harmonious work environment, employees are discouraged from engaging in discussions on subjects like religion, politics, or any other controversial topics that could lead to conflicts or discomfort among team members.

Focus on Work-Related Topics: Conversations during work hours should primarily focus on work-related subjects. This helps maintain productivity and ensures that all employees feel comfortable in their work environment.

Privacy and Sensitivity: Be mindful of the privacy and sensitivity of topics being discussed. Personal information or opinions about colleagues or clients should not be shared without consent.

Reporting Concerns: If you encounter or overhear conversations that are inappropriate or make you uncomfortable, please report them to management. We are committed to addressing such issues promptly and appropriately.

Violations of these guidelines may result in disciplinary action, up to and including termination, as outlined in our company policies. By adhering to these standards, we can all contribute to a positive and productive work environment at Berry Springs Lodge.

Equal Employment
Berry Springs Lodge is an Equal Opportunity Employer and does not discriminate on the basis of a person’s race, religion, color, sex, sexual orientation, age, national origin, ancestry, disability, pregnancy, childbirth or related condition, marital status, citizenship status, military service obligations, genetic information or any other category protected by law.  We encourage a diverse workplace that reflects the diversity of our community. Any form of discrimination will result in disciplinary action, up to and including immediate termination.

Confidential Information
Employees may not share information that is confidential and proprietary about our company or our clients. This includes information about trademarks, pending business contracts, sales, finances, company strategy, or any other information that has not been publicly released by the company.

Respect and Privacy Rights
Speak respectfully about the company, our current and potential employees, customers, partners, and competitors. Note that the use of copyrighted material, defamatory statements, or misrepresentation is not viewed favorably by the company and can result in disciplinary action up to and including termination.

Unacceptable Activities/Gross Misconduct
We always expect every employee to act in a mature and responsible way.  However, to avoid any possible confusion, some of the more obvious unacceptable activities are noted below.   If you have any questions concerning any work or safety rule, or any of the items listed below, please see your manager for an explanation. All employees, at all levels, are equally bound to these and all other rules stated in this handbook and in department rules and policies.

These policies are not intended to cover every possible situation but should be considered guidelines of proper conduct in the workplace. Employees will be subject to appropriate disciplinary action up to and including termination for violation of company policies. The following are examples of behavior, which violate our policies;
Dishonesty of any type, including, but not limited to, falsification of written materials or theft of any amount or type.
Any form of harassment or violence against an employee, guest, or member of the public.
Disrespectful or unprofessional conduct, including vulgarities or threatening, intimidating or coercing another employee, guest, or member of the public.
Discussing or providing confidential company or guest information with or to anyone except as may be required for you to perform your job duties.
Abuse of time-off policies and chronic tardiness, or excessive absenteeism. Failure to report to work without calling in. Failure to meet productivity standards and theft of time.
Unlawful conduct, on or off Property, which causes or threatens to cause harm to the business or reputation of the Property, the company or the owners of the Property.
Engaging in dangerous or potentially dangerous horseplay or failing to observe established safety rules.
Using company telephones without authorization.
Leaving an assigned work area without permission from the supervisor, leaving the company premises without authorization from the supervisor during an employee’s shift.
Smoking on the Property.
Inability to perform job duties at acceptable levels.

Cases of severe misconduct may result in immediate termination. Examples of what constitutes severe misconduct include but are not limited to the following:
Job abandonment.
Loitering or sleeping on the job.
Possession of dangerous or deadly weapons on company premises.
Insubordination, refusing to obey a reasonable, responsible order of a supervisor.
Verbally or physically abusing, or arguing with a guest, failing to respond to a reasonable request of a guest, rudeness toward a guest or intentionally neglecting to provide service to a guest or co-worker.
Falsification of company records, including but not limited to employment records, time records, time pay, jury duty, bereavement and funeral leave pay request, financial records or benefit records.
Alteration of a guest check or credit voucher or addition of tips to guest check.
Illegal, immoral, or indecent conduct including but not limited to; Soliciting persons for immoral purposes, gambling or fighting on company premises, coercing, intimidating, or threatening guests, supervisors, or co-workers; using vulgarity, soliciting gratuities from guests.
Willful abuse, defacement or destruction to company property, or the property of guests or other employees.
Conflict of interest violations, including but not limited to; being a giver or receiver of gifts, bribes, kick-backs or pay-offs.
Revealing confidential information concerning the company.
Soliciting employment from any guest / vendor while on property.
Failure to follow safety rules.

Workplace Threats and Violence Policy
Nothing is more important to Berry Springs Lodge than the safety and security of its employees.  Threats, threatening behavior, or acts of violence against employees, visitors, guests, vendors or contract workers by anyone on Berry Springs Lodge property will not be tolerated. Violent acts would include but not be limited to acts of sexual aggression, sexually motivated threats or behavior, or any other forms of threats or violence, which could include hitting, shoving, verbal threat of harm to an individual or his or her family, destruction of property, making threatening phone calls or other form of electronic communication or intimidating other employees. Any harassing surveillance or any act that could be construed as stalking; and any possession of a weapon or dangerous device used to intimidate another person, shall not be tolerated.  Violations of this policy will lead to disciplinary action, which may include dismissal, arrest, and prosecution.

Any person who makes substantial threats, exhibits threatening behavior, or engages in violent acts on Berry Springs Lodge property shall be removed from the premises as quickly as safety permits, and shall remain off Berry Springs Lodge premises pending the outcome of an immediate investigation. Berry Springs Lodge will initiate an appropriate response. This response may include, but is not limited to, suspension and/or termination of any business relationship, reassignment of job duties, suspension or termination of employment, and/or criminal prosecution of the person or persons involved.

No existing Berry Springs Lodge policy, practice, or procedure should be interpreted as prohibiting a decision designed to prevent a threat from being carried out, a violent act from occurring or a life-threatening situation from developing.

All Berry Springs Lodge personnel are responsible for notifying their supervisor of any threats that they have witnessed, received, or have been told that another person has witnessed or received. Even without an actual threat, personnel should also report any behavior they have witnessed that they regard as threatening, or violent, when the behavior is job related or might be carried out on a company-controlled site or is connected to company employment.  Employees are responsible for making this report regardless of the relationship between the individual who initiated the threat or threatening behavior and the person or persons who were threatened or were the focus of the threatening behavior. If your supervisor is not available, personnel must report the threat to another member of the management team.

If an employee has any questions about this policy, or the reporting of incidents they observe or are involved in, they should contact their direct supervisor.

Anti-Harassment Policy
Berry Springs Lodge is committed to providing its employees with a work environment that is free of unlawful discrimination, including harassment, based on any legally protected status.

Accordingly, the Company prohibits sexual, racial and other harassment based on protected group status and will not tolerate any form of harassment, including sexual harassment, in violation of this policy against any employee by anyone, including co-workers, supervisors, partners, officers, directors, vendors, clients, or agents. Everyone in the Company is responsible for assuring that our workplace is free from prohibited harassment and is expected to avoid any behavior or conduct that could reasonably be interpreted as prohibited harassment.

The company does not tolerate the harassment of applicants, employees, customers, or vendors. Any form of harassment relating to an individual’s race; color; religion; national origin; sex (including same sex); pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; genetic information or any other category protected by federal, state, or local law is a violation of this policy and will be treated as a disciplinary matter.

Violation of this policy will result in disciplinary action, up to and including immediate termination.

If an employee has any questions about what constitutes harassing behavior or what conduct is prohibited by this policy, please discuss the questions with management. At a minimum, term “harassment” as used in this policy includes;

Offensive remarks, comments, jokes, slurs, or verbal conduct pertaining to an individual’s race; color; religion; national origin; sex (including same sex); pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; genetic information or any other category protected by federal, state, or local laws.

Offensive pictures, drawings, photographs, figurines, or other graphic images, conduct, or communications, including e-mail, faxes, ad copies pertaining to an individual’s race; color; religion; national origin; sex (including same sex); pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; genetic information or any other category protected by federal, state, or local laws.

Offensive sexual remarks, sexual advances, or requests for sexual favors regardless of the gender of the individual’s involved.

Supervisors and managers are covered by this policy and are prohibited from engaging in any form of harassing, discriminatory, or retaliatory conduct. No supervisor or other member or management has the authority to suggest to any applicant or employee that employment or advancement will be affected by the individual entering into (or refusing to enter into) a personal relationship with the supervisor or manager, or for tolerating or reusing to tolerate) conduct or communication that might violate this policy. Such conduct is a direct violation of this policy.

Retaliation and Confidentiality
The Company forbids retaliation against anyone for reporting harassment, registering a complaint pursuant to this policy, assisting in making a harassment complaint, or cooperating in a harassment investigation. Anyone experiencing or witnessing any conduct they believe to be retaliatory are to immediately follow the procedures outlined above. In an investigation and in imposing any discipline, the Company will attempt to preserve confidentiality to the extent the needs of the situation permit.

Everyone within Berry Springs Lodge has a personal responsibility to conduct himself or herself in compliance with this policy and to report any observations of harassment. If an employee has any questions concerning this policy, please contact management.
Refund Policy


We have a 14 day cancellation policy, within that period there are very few reasons we’d ever give a refund. This is the documentation of those reasons.

Guests are required to settle their deposit 14 days before their stay.

Reservation Cancellation Due to Non-Response (72 hours after payment due date):
If deposit payment is not received from the guest within 72 hours from the payment due date, the reservation is subject to cancellation.

Immediate Cancellation for Last-Minute Reservations:
Reservations made within 14 days of the stay will be canceled within 24 hours if deposit payment is not received immediately.
Gift Certificate refund 
Horrible guest experience (Power outage, AC out, bed bugs)
Medical emergency
Severe storm
Cash refund 
True technical issue
We don’t want them to stay with us
Process for handling cancellation request
Innkeeper cannot determine whether a refund can be given within cancellation policy.
Innkeeper escalates to reservation team using a message in Comfortly
Reservation team with follow up with guest directly.

How to handle a late check in


A guest who is going to check in late (after 8pm) will have a letter printed for them at the front desk.
You will need to regularly check the printer in the evening to make sure none are missed.
When there is a letter on the printer you will put that letter together with the guests key in an envelope. The envelope should have the guests last name on it. Set that envelope securely on the front porch.
How to print the letter
If you receive a call or message from a guest that will be arriving late, you can create the letter for them by going to this form: https://bsl-late-check-in.zapier.app/late-check-in
Enter their first name, last name, and room name.
Wait about 5 minutes and a letter with all the correct info will print at the front desk.

Select Registry Policy and Redemption Process


Select Registry Gift Certificates must be accepted with no restrictions to guests and must be accepted for any purchase at the inn, including, but not limited to, the cost of the stay, retail purchases, food and beverage purchases, etc. (Gift Certificates are not redeemable as cash to guests).

1. Properly notate the guest's reservation under the private notes with their redemption request, including their gift certificate number or reward code.

2. Inform supervisor about the guest’s redemption request.

Redemption process:

Gift Certificates are redeemed through GiftUp.

Login credentials are available in 1Password.

Guest Text Messaging (Akia)


What is Akia?
Akia is a text messaging tool we will use to text with guests.
It enables us to text with guests about their: 
Reservation information
Room requests / questions / issues
Breakfast questions
In-room dining
And more
If you’re an Innkeeper, you’ll use it… 
on the computer at the front desk and
as an app on your phone.
Who is responsible for what?
Innkeepers are responsible for monitoring, responding to, and fulfilling the guest messages and requests in a timely manner (for example — someone at 8pm requesting an extra pillow shouldn’t wait 30 minutes for the pillow to be delivered to their room; it should be responded to and delivered ASAP).
Danielle will reply to post-stay feedback.
How do we access Akia and the guest messages?
Akia is available in two places: 
On the computer at the front desk and
On your phone via an app
When will the change happen?
August 23, 2023
What tools or training are needed?
Instructions on how to respond to a guest and check a registration card
How to download the iOS / Android apps 
iOS
Android

How to audit inventory


Inventory should be audited weekly.

The goal of an inventory audit is to regularly make sure we have an accurate count of our inventory so we can:
Order inventory early enough to not run out
Make sure inventory isn’t disappearing
How to run it
Start with the master product list. You can print this if it’s easier.
Work through this list one by one.
For the each product: 
Count the total we have (be sure to count everything in the dining area and the stock room).
Open the audit form.
Select the product you audited.
Enter the quantity you counted.
Repeat this for each product.

Amenities Fee FAQ


As of Feb 6th, 2024: We've updated the amenities fee to be $30 for each reservation.
Starting August 1, 2023 all reservations made after this date will include an amenities fee of $20 for each reservation.

This fee will allow us to continually provide the quality services and amenities our guests have come to love and expect from Berry Springs Lodge. Costs of supplies have increased dramatically over the last year and this nominal fee will help us maintain high-quality amenities for our guests.

Clear communication is key to effectively conveying this update to our guests. If you have any questions or need further clarification, please don't hesitate to ask management.

How we can communicate this to guests
"We are committed to providing you with the best possible experience during your stay. In order to maintain the high quality of our services and amenities, a nominal amenities fee will be applied to each reservation [made after August 1, 2023]. This fee ensures that we can continue to provide you with all the amenities you enjoy at Berry Springs Lodge."

FAQ
What is the amenities fee for?
The amenities fee helps us maintain and improve the wide range of amenities and services we offer at Berry Springs Lodge. This includes everything from free desserts, soft drinks, and snacks, to free bike rentals and fishing supplies.
Is the amenities fee optional?
The amenities fee is a mandatory charge applied to all reservations made after August 1, 2023. It ensures that we can continue to provide high-quality amenities and services for all our guests.
Will the amenities fee be included in the quoted price when booking?
Yes, the amenities fee will be added to the total cost when booking, providing complete transparency.
What if I don't use any of the amenities during my stay?
The amenities fee is a standard charge for all guests, regardless of amenity use. It supports the availability of these amenities should you choose to use them during your stay.
Is the amenities fee per person or per room?
The amenities fee is charged per room reservation, not per person. So it would be a $30 fee whether it’s one person staying for one night, or two people staying for six nights.
What if someone books more than one room on a reservation?
If someone books more than one room on a reservation (e.g. one person books three rooms), the amenities fee would apply to each room on the reservation. So in the example, the $30 amenities fee would apply to each room, and would be charged $90 ($30, $30, $30) in amenities fees.

Group Reservations


Discounts
Rooms Booked Discount
4-6 rooms
10% discount
7+ rooms
15% discount
Deposit Policy
Initial deposit must be made upon reservation, for 50% of the total price and the remaining balance will be due 30 days before their arrival.

Barn Rental
$899 / Day (Included when booking the entire lodge)
$400/ Hour (When booking weddings)

Signed Registration Card Tag in RezStream


Instead of making a note in each reservation once the guest signs the registration card.  We have made it easier!  You are now able to add a tag to the reservation.

Once you click on the reservation, on the top left of the reservation there is a add a tag drop down. (Click)

Once you click you will see a green Registration Card Signed tag. (Click)

This will be added, and you are all set. Guest must sign via Akia before adding the tag.



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Handling Possible Fraudulent Reservations Over the Phone



Be alert to potential fraud during phone reservations. Watch for these red flags and consult management if needed before finalizing any suspicious booking:


1. Overly Confident or Assertive Caller

Caller is overly confident, rushes the process, or insists on immediate booking without concern for details or cost.
Provides payment information quickly, often without hesitation.

2. Suspicious Payment Information

Multiple credit cards are used, especially if some are declined.

3. Inconsistent or Vague Details

Caller struggles with basic booking details or provides inconsistent reasons for the stay.
Reservation is for someone else, and the caller seems unfamiliar with the specifics.

4. Out-of-the-Ordinary Booking Patterns

Extended stays or multiple rooms.
Lack of prior inquiries or questions about the property.

6. Unusual Deposit Payment

The customer insists on paying the deposit before it is due, which can be a tactic to finalize the booking quickly.

Action Steps
If any of these signs are present, pause the booking and consult management immediately.

As part of their strategy, they may wait until the reservation is completed, then call back three or more days later to cancel and request a refund on a different card. This pattern is often used to exploit the refund process.
How to process a refund


Follow these steps to ensure the refund is issued to the card originally used for payment:
On the Invoice screen, click the blue link under the "Details" column next to the guest's name. This will expand the red "Void/Refund" button.

2. Click the ‘Void/Refund’ button.

Note: Voids must be processed on the same day.
3. Enter the refund amount and click the 'Refund Payment' button in the upper right corner. 
4. A confirmation message will appear if the refund is successful. However, refunds may be declined for various reasons.