Policies & Procedures
The Policies and Procedures outlined below are designed to provide guidelines and establish standards which will assist our efforts in making Cypress Mountain a better place for our guests to play and for you to work. Each department will have additional policies and guidelines as outlined by your Supervisor or Manager and your department’s operations manual.
Attendance and Punctuality
The success Cypress Mountain achieves in providing a quality experience to our guests depends on the presence of all team members. For this reason, you must be present and punctual for all shifts for which you are scheduled. If extenuating circumstances prevent you from attending work at your scheduled time, you must notify your Supervisor as far in advance as possible. For the morning shift, this could mean emailing/texting/calling your leadership team the night before. Be sure to know your Leadership team’s contact details. Continued lateness or absenteeism may result in suspension or termination of employment. Failure to report for work or call in for two consecutive days will be considered a resignation. Absences due to illness may require a doctor’s note.
Personal Appearance
At Cypress Mountain, appearance plays an important role in our Guest’s perception of us. We rely on our team members’ good judgement to maintain a professional, well-groomed appearance while at work. Each of our integral team members is a customer service ambassador and only gets one chance to make a first impression. The following standards create a positive image:
All team members must wear their company issued uniform and name tag while on duty. Uniforms although are not to be worn while patronizing the Crazy Raven Bar & Grill or while on snow, outside of your scheduled shift (ie: when snowboarding). Remember that you are representing the mountain while wearing your uniform and your behaviour must reflect that in a positive way.
Jewelry/Piercings: must be modest in nature and quantity. This includes facial and body piercings.
Any jewelry that poses a safety risk is not allowed.
Earrings are allowed but nothing long, or anything that may pose a safety risk.
Some facials are allowed but again, is up to the discretion of the HR Dept and must be small/modest and non offensive in nature. Some facial piercings may need to be removed while on shift/while at work.
Hair must be clean, neatly groomed.
Beards, moustaches and sideburns must be neatly trimmed and may not be grown out over the course of the season.
Body odour and excessive cologne/perfume are not acceptable. It is recommended that you shower before each shift and use a deodorant if necessary.
Clothing must be neat and tidy (track pants/jogging pants are not appropriate clothing to wear for work).
Clothing and accessories such as t-shirts and ball caps with offensive graphics are not acceptable. Only departmentally approved logos will be permitted.
Tattoos are allowed if non-offensive in nature. Examples of offensive tattoos include, but are not limited to, those of obscene or sexual connotation or that are frightful.
Tattoos on the face are not allowed.
Uniforms and Helmet Use
All team members will be issued a uniform that is to be worm when on shift. A “Record of Company Property” form will be completed at the time of issue, and the uniform assigned will be your responsibility for the duration of your employment. As uniforms are company property, they must be returned at end of employment. Name tags are an essential part of your uniform and must also be worn at all times while on duty. If your tag is lost or broken, report it to your Supervisor/Manager immediately and they will have a new one made for you.
Company uniforms are not to be worn when not on shift. When on shift and in your uniform, you act as an ambassador for Cypress Mountain and we expect you to behave accordingly.
For Summer uniforms, you will be issued a Cypress t-shirt and you wear your own pants or shorts. We are flexible in regards to style and colour of pants or shorts but do require them have no rips, holes, frayed edges and if shorts, be at least the length of mid-thigh.
Downhill employees that will be working on the snow (i.e. Ski Instructors, Patrol, Slope Safety, Terrain Park, etc.) are required by WorkSafeBC regulation to wear a certified ski helmet while on skis or snowboard. These helmets are available for sale at Big Bear Sports at a Cypress Team discount.
Conduct
Cypress adheres to the highest standard of conduct so as to foster fair and honest relationships among team members, as well as with guests, suppliers and the communities in which it maintains a presence. All activities are conducted in strict observance of both the letter and the spirit of the law.
All persons representing Cypress Mountain must maintain its standards of conduct by exercising judgement and diligence in the performance of duties, and by the avoidance of a conflict of interest. All relationships must meet both legal requirements and the test of honesty and integrity.
All persons representing Cypress Mountain while working or using the facilities must conduct themselves so as to avoid any action or behaviour that would reflect poorly on the Company. Policies and procedures of organizational units may supplement but not contradict this policy. Team members are reminded that appropriate conduct must be adhered to at all times while using the Cypress Mountain Shuttle Bus.
All music listening devices (including any device that requires headphones) are prohibited during your shift. Cell phone use while on shift is also prohibited unless otherwise required as part of your job duties.
Dating, Fraternization & Nepotism Policy
Nepotism:
Nepotism in the company is discouraged. A family member, who must report directly or indirectly to a direct relative, must obtain approvals from the President/General Manager and the functional Senior Vice President before hiring or quoting any starting rate of pay. If hired, any status change, pay change and all evaluations should have the same levels of approval as the hiring process.
For the purpose of this policy, a direct relative is any spouse, father, mother, daughter, son, sister, or brother who is related to a current team member by blood or as in-laws, AND includes any individual residing in a team member's household in a relationship comparable to that of a family relationship, or any individual involved in a close personal relationship with the team member.
Dating and Fraternization Between Employees:
Cypress Mountain encourages employees to develop friendships and share a spirit of teamwork and camaraderie in the workplace. Dating among employees is not discouraged, as long as the relationship does not negatively impact work. Adverse workplace behaviour or behaviour that affects the workplace because of personal relationships will not be tolerated.
Any relationship that interferes with the company culture of teamwork, the harmonious work environment or the productivity of employees, will be addressed by applying the progressive discipline policy.
Dating and Fraternization Between Managers and Direct Reports:
Directors, Managers, Supervisors or Senior Team may not date, become romantically involved with, or have sexual relations with a reporting employee. A Director, Manager, Supervisor or Senior Team who dates or becomes romantically involved with an employee can create a serious problem for the company. Dating an employee, even when the employee is not in a reporting relationship; and extramarital affairs, create serious consequences for the company. These types of relationships may expose the company to litigation involving claims of favouritism, misuse of authority, or potentially sexual harassment.
Affairs in the workplace may adversely affect the careers of both employees with regard to advancement opportunities, choices of jobs, and assignments. They may also adversely affect the company's flexibility and consequently, may have an impact on our service to customers.
Proprietary Information
During your employment, it is expected that certain confidential information regarding Cypress’ activities, services and operating practices may come to your attention. All team members agree that they shall not, either during the term of employment, or at any time after termination, divulge or disclose to any person, firm or corporation any confidential information or facts which may have been acquired in the course of, or as incident to, your employment, whether for their own benefit or whenever the disclosure of which could be calculated to cause damage or loss, or could be considered to be detrimental to the interest of the Company.
Alcohol
Consumption of alcoholic beverages is prohibited while on duty (including meal breaks) and in any location (including the shuttle bus) other than licensed areas when off duty.
Off duty team members 19+, are welcome to enjoy the Crazy Raven Bar & Grill or Aguila Cantina for a maximum of 2 alcoholic beverages (before 10pm only) Be responsible at all times when consuming alcoholic while on mountain. Your conduct while off duty is expected to reflect the same level of professionalism and respect for guests as displayed while working. Name tags and uniforms are not to be worn while consuming alcoholic beverages in any of the F&B outlets at any time. Large groups of team members will not be permitted in the bar or on the patio at peak times. The decision of the Bar Supervisor regarding these situations must be respected by all team members at all times. Any confrontation between team members or conduct which is less than exemplary will result in disciplinary action.
Patronizing the Crazy Raven Bar & Grill or attempting to purchase alcohol from any Cypress outlets while under the age of 19 is grounds for immediate dismissal.
Drinking and driving is a serious matter at any time, but is made even more severe on the Cypress Bowl Road due to the mountain weather and terrain. You are expected to act responsibly in this matter. Failure to do so will jeopardize your life and the lives of our guests and fellow employees. Drinking and driving and reckless driving will be treated as serious offenses.
Cleanliness of Facilities and Grounds
The large volume of guests that visit Cypress Mountain often makes it difficult for maintenance crews to keep up. All team members are required to assist in keeping the facilities clean. If you see litter on the grounds, paper towels on bathroom floors, garbage left on cafeteria tables or anything else detracting from the appearance of our facilities, take a moment to pick it up. This will make our area a more enjoyable place to work and ensure a favourable impression for our guests.
Smoking/Vaping
On November 1, 2016 Cypress Mountain became both smoke and vape free within the Resort Area Boundaries. Becoming a Smoke Free resort ensured that our Guests and team members alike are/will be able to enjoy their mountain snow experience in an environment which considers the welfare of all and promotes general well-being in the most meaningful way. As Cypress Mountain is also popular for family groups with children we feel an obligation to ensure that recreationists visiting the Mountain do not have to deal with exposures which they find harmful or undesirable.
We trust that all of our team recognizes the importance of this initiative and are fully supportive in monitoring and maintaining the restrictions.
Support for Cypress Team who use tobacco:
For information and support with cutting back or quitting go to the website www.quitnow.ca or call 1.877.455.2233 (toll-free).
BC Smoking Cessation Program — provides 3 months of free nicotine gum, patch, lozenge or inhaler (per calendar year), enroll at your local community pharmacy.
*Interesting to note that BC Provincial Parks went smoke/vape free in 2018 so it is now against the law to smoke or vape within the provincial park. As Cypress Ski Area is located within a provincial park, the same regulations apply to us.
Pets
Please do not bring your pets to work. Dogs are not permitted on any ski trails and must be on a leash while in the base area.
Lost and Found
All items, regardless of value found by team members must be turned into the Lost and Found as soon as possible. Finding a mitten may seem unimportant, but to the child who lost it, it can be quite traumatic. If a guest turns a found item into you, express your appreciation and offer to take it to the Lost and Found yourself instead of sending them out of their way. Lost and Found locations are in the Downhill Guest Services Office and the Nordic Ticket Office.
Failure to turn in any article found will be deemed as theft and dealt with as such.
Visitors and Phones
Your friends and family are welcome guests at Cypress Mountain, but are not to visit or distract you while working. Please limit visits to regular breaks or after your shift.
While we appreciate that cell phones are part of our daily personal lives, and involved in a large majority of what we do, they are not to be used while on shift (including texting). Personal phone calls are to be kept to a minimum and only sent/taken when on an allocated break, unless it’s an emergency. If there is an emergency, please alert a Supervisor who can step into your role and relieve you for a short time. *Use of a cell phone is allowed if a requirement of your job duties.
Radio Communication
Radio communication is used to improve the efficiency of routine and emergency operations, therefore, the following policies must be adhered to:
Only authorized personnel are permitted to use radios
Transmissions must be brief and to the point
Never interrupt a conversation in progress
Assume at all times that the public can hear your conversation
Profane language is forbidden
Learn and use the radio codes, especially when referring to accidents or emergencies
Parking
All team members are required to follow the directions of the Base Operations & Nordic Maintenance parking attendants. There are no staff parking privileges and on busy days, you may be required to park further away from the base area than anticipated. It is your responsibility to allow for ample time. Any employee vehicles parked in a ‘NO PARKING’ zone will be towed away at your expense. We encourage you to carpool or use the Cypress Mountain Shuttle.
Cypress Bowl Road
Good winter tread tires are required on all vehicles travelling the Cypress Bowl Road during the winter season. At certain times on the highway, only vehicles with snow tires, chains or 4-wheel drive will be allowed. When it is snowing, be sure to give yourself some extra time for a slower drive to work.
DO NOT SPEED – ESPECIALLY IN THE SNOW. Heavy snowfall and fog are common on the highway, so adjust your speed. Follow all directions by Cypress employees that may be directing traffic. Excessive speed in the base area is prohibited.
When Snow Removal Equipment is working on the road, remain in your lane and DO NOT PASS.
DRIVING BETWEEN 10pm & 7am:
The road is closed to the public
Use extra caution during this time
Snowplows clear the road differently during this time, staff may not be allowed to enter until snow removal is complete
Safe Work Procedure must be completed and documented on your Worker Training Log
Obtain a ‘pink tag’ from your department Manager to access road prior to 7am
Cypress Coach Lines Shuttle Bus
Cypress Mountain and Cypress Coach Lines (private shuttle bus provider) work in partnership to provide bus transport to Cypress Mountain for our guests and team members. The busses are an extension of our business at Cypress and it is imperative that all of our team respect and adhere to all policies while riding on Cypress Coach Lines. All team members must show a valid team member pass and shuttle booking QR code each time they ride the bus. Please ensure you are booking your shuttle rides as far in advance as possible as Cypress Coach Lines uses this to book busses and drivers. As team members, you are expected to conduct yourself in an appropriate manner while using this service. Failure to do so may result in refusal of service or termination of employment.
Cypress Mountain covers the cost of the shuttle for our team members, whether riding it to/from work, or on scheduled shifts or on days off. Please remember to always show up at least 10 minutes early to scheduled departure time.
Public Statements
UNDER NO CIRCUMSTANCES SHOULD ANY EMPLOYEE MAKE A STATEMENT TO THE MEDIA.
It is the policy of Cypress Mountain that team members will not issue any statement to the media or discuss incidents with the general public. If you are asked a question by the media, your response should be “I’m sorry; you will have to speak to our Sales & Marketing Director (Emily Kozniuk). She is located in the Cypress Creek Lodge, in Guest Services.”
Breach of Policy/Inadequate Performance
In an effort to maintain consistency in our standards of service and job performance, the following procedures have been established to resolve unsuitable conduct.
Failure to follow policies outlines in this handbook or during departmental training, or failure to perform your job up to expected standards will result in progressive disciplinary action.
FIRST OCCASION - You will be issued a verbal notice explaining the offence and the action you are expected to take in the future. A record of notices issued will be kept by your department Manager.
SECOND OCCASION - You will be issued a written Coaching Statement, going over the behavior that requires change and what action is expected of you. If you have any questions regarding the notice, speak with your Supervisor or Manager. Goal is to work together and avoid a third occurrence.
THIRD OCCASION - Termination of employment.
Serious Infractions
Any infraction that is considered to be serious in nature will result in disciplinary action up to and including immediate dismissal. The following offences are examples (but not a complete list) of infractions considered serious enough to warrant immediate dismissal.
Unauthorized skiing or riding out of bounds (beyond the ski area boundary signs and ropes)
Unauthorized skiing or riding in closed areas (permanent and temporary)
Skiing or riding recklessly, or with excessive speed in the green zones
Failure to adhere to the Alpine or Nordic Responsibility Codes
Unloading from a lift at any point other than a designated unloading area
Crashing lift lines
Smoking or vaping anywhere within Cypress Provincial Park
Reporting to work in an unfit condition
Consuming alcohol, drugs, or illegal substances while on duty
Consumption of alcohol while off duty, in any unlicensed area or on the Cypress Shuttle Bus
Possessing illegal drugs or other illegal substances while on company premises
Patronizing the Crazy Raven Bar & Grill or attempting to purchase alcohol from Cypress outlets while under the age of 19
Sleeping at, or unauthorized absence from your work station
Refusing to perform assigned work or follow a Supervisor’s instructions (unless it is unsafe to do so)
Violating any safety procedures
Horseplay or lack of professional behaviour while at work.
Using a company vehicle, snowmobile or other equipment in a dangerous manner and/or without authorization
Displaying insulting or disrespectful behaviour towards guests or employees
Failure to represent the company in an acceptable manner to any government authority or enforcement agent
Theft of Company property/unauthorized removal of property from Cypress, our guests, or employees
Willingly damaging company or private property (this included graffiti)
Fraudulently using passes, tickets or employee identification/swipe cards
Falsifying company records or time cards or misappropriating company time
Driving recklessly or in an unsafe manner on the Cypress Bowl Road highway or parking areas
Driving a Cypress vehicle while prohibited or without a valid BC driver’s license
Theft of time - such as falsifying ‘swipes’ or staff loitering in groups or causing a distraction to others while working
NOTE: this is not a complete list and should be used as a guideline only. Serious infractions can be considered any action that would jeopardize the health, safety or well being of company employees or guests and actions that compromise the reputation or profitability of the company.
Computer Usage and Internet Policy
The following policies and procedures apply to anyone using computer equipment and services provided by Cypress including network and internet access.
Cypress owns all computers, equipment, software licenses, data/information and peripherals, and as such, reserves the right to monitor and audit all usage. This includes any use of a Company email account.
Cypress provides the computers and equipment for the purpose of Company business only. Internet access via Company systems is granted for the purpose of Cypress business only.
Checking personal emails/blogs or using any form of social media for personal use is prohibited.
No software/hardware is to be loaded onto Company computers without prior authorization.
Passwords provided to you are confidential between yourself as a user, and your department. Do not divulge your password to anyone as you are responsible for all entries and usage made under your password.
Personal laptops, notebooks and network devices are not permitted access to the Company network.
All data/information remains the property of Cypress Mountain. Any redistribution of data/information is a criminal offence.
In deciding what the Company considers appropriate use, the employee must consider that they should feel comfortable explaining to senior management personally, the business value of everything they do on the internet or email systems.
Environmental Policy
Cypress Mountain has been working to track and minimize our environmental footprint for many years. In 2021 Boyne Resorts and Cypress Mountain committed to net zero GHG emissions by 2030 for all its resorts across North America. With this aim we have introduced the ForeverProject.
We value the natural surroundings that we operate in. Working in a Provincial Park is a privilege that comes with certain responsibilities:
All team members to be environmentally conscious in the area at all times.
All team members to respect Provincial Park Regulations at all times when in Cypress Provincial Park.
DO NOT FEED OR HARASS WILDLIFE
All team members are asked to actively participate, by ensuring their personal and departmental waste is recycled or composted appropriately, and our guests are educated in the options available to them.
We ask that all team members power down equipment at night or when not in use and adhere to our no idle policy, both in their personal vehicles and with company equipment.
Please do your best to reduce your use of single use items, by bringing your own water bottles for use at our refilling stations.