Rental

Technicians
Guide

TABLE OF CONTENTS
Introduction ..................................................................................................................................... 1
Rental Procedure ............................................................................................................................. 1
1) Rental Forms........................................................................................................................... 1
2) Boot Fitting ............................................................................................................................. 1
3) Tech Station ............................................................................................................................ 2
4) Poles........................................................................................................................................ 2
5) Helmets ................................................................................................................................... 3
6) Register ................................................................................................................................... 3
Technical Procedure........................................................................................................................ 4
Adjusting Equipment .............................................................................................................. 4
Skis .............................................................................................................................................. 4
Snowboards ................................................................................................................................. 5
Direct Customer to Cashier ..................................................................................................... 6
Cashier Station Procedure ............................................................................................................... 7
Verify Customer Form ................................................................................................................ 7
Acquire Bankcard Imprint .......................................................................................................... 7
Input Equipment SKUs ............................................................................................................... 8
Verify Customer Purchases......................................................................................................... 8
Complete Payment ...................................................................................................................... 8
File the Forms ............................................................................................................................. 8
Rental Returns ................................................................................................................................. 9
Assess Equipment ....................................................................................................................... 9
Chargeable Damage ................................................................................................................ 9
File Returned Forms ................................................................................................................... 9
ReturnEquipment to Stock .......................................................................................................... 9
Telephone Procedure .................................................................................................................... 10
Answering Procedures .............................................................................................................. 10

Holding ..................................................................................................................................... 10
Intercom .................................................................................................................................... 10
Voicemail Transfer ................................................................................................................... 10
Specifics ........................................................................................................................................ 11
Demo Rentals ........................................................................................................................ 11
Demo Reservation Sheet ........................................................................................................... 11
Purchasing Demos .................................................................................................................... 11
Equipment Exchanges ........................................................................................................... 11
Refunds ................................................................................................................................. 12
Early Returns ............................................................................................................................ 12
Cashier Error ............................................................................................................................. 12
Customer Dissatisfaction .......................................................................................................... 12
Refund Process.......................................................................................................................... 12
Season Rentals ...................................................................................................................... 13
Season Rental Forms................................................................................................................. 13
Season Rental Equipment ......................................................................................................... 13
File the Season Rental Form ..................................................................................................... 13
Season Rental Exchanges ......................................................................................................... 13
Reservations & Phone Reservations ..................................................................................... 14
Online Reservations .................................................................................................................. 14
Phone Reservations ................................................................................................................... 14
Reservation Set-Up ................................................................................................................... 15
Cancellations and No Shows .................................................................................................... 15
Opening Checklist ..................................................................................................................... 15
Closing Checklist ...................................................................................................................... 16
Weekly Checklist ...................................................................................................................... 19
Function Testing ........................................................................................................................... 21
Visual Inspection ...................................................................................................................... 21
Elastic Travel & Return ............................................................................................................ 21
Check for Boot/Binding Compatibility ..................................................................................... 22
Mechanical Inspection .............................................................................................................. 22

Twist Test (Toe) .................................................................................................................... 22

Forward Lean Test (Heel) ..................................................................................................... 22
Preseason Inspection ................................................................................................................. 23
Preseason Binding Inspection ............................................................................................... 23
Preseason Boot Inspection .................................................................................................... 23
Inseason Inspection ................................................................................................................... 23
Post-Accident Reports .................................................................................................................. 24
Post-Accident Report Forms ..................................................................................................... 24
Injury Report ......................................................................................................................... 24
Post-Accident Equipment Inspection Report ........................................................................ 24

INTRODUCTION
This guide was created to assist both new and veteran Alpine Sports rental technicians
in their work. It is a reference that rental technicians can use to aid in their everyday
work.
Alpine Sports is known for their excellence in quality and customer service. We pride
ourselves in creating an experience for our customers that is not only enjoyable, but also
precise. This guide is designed to ensure that same level of quality and customer service
is found in all aspects of the rental department.

RENTAL PROCEDURE
1) Rental Forms
Rental forms are to be filled out in the following manner

Top to bottom, left to right

o All areas must be filled out
One form for each individual renting equipment
Assist customer in areas of the form they unsure of
o Weight
o Height
o Skier type
o Goofy vs regular

2) Boot Fitting
Boots are the largest factor on whether a customer has a fantastic experience or a
horrible one. It is the responsibility of a rental technician to ensure that the customer
receives the best boot experience a pleasant boot experience.

Measure feet
Try Customer in the proper size
Select the proper boot
o Every boot fits differently, know the subtle differences in the rental boots
Ensure the fit
o Snug fit
1

o Toes brushing the front of the boot

o No Numbness
If customer doubts the size, size them up a size.
Adjust the fit
o Foot beds
o Socks
o Different boots
Once the proper boot had been selected write the boot code on the individuals rental
form under Boot ID

3) Tech Station

Verify customer information, ensure that you are adjusting the proper equipment
Size customer in the proper equipment; Ski and Snowboard
o Demo, performance, or daily package
Type 1: Chin Level
Type 2: Nose Level
Type 3: Forehead Level
o All sizing references and subject to change depending on the customers
comfort level with the equipment.
o Mark ski ID code on customers rental form
Adjust equipment appropriately, following all tech codes
o Mark boot sole length on customer form
o Check forward pressure when boots are engaged in ski
o If snowboard, adjust straps to rest comfortably on customers ankles and
toes
o Mark din setting

4) Poles

Size poles for customers that are renting skis

o Accomplish a 90-degree bend in the elbow then poles are flipped upside
down and help under the basket.
Pole sizing it personal preference
o Write pole size on the customers form

5) Helmets
Encourage customers to find a helmet that fits their head with out the assistance of a technician.
When needed add assurance and assist in sizing.

6) Register

Scan each item

Enter in price
o Add in damage waiver if customer wished
Take a credit card deposit
Ensure that customer will have a fun time

TECHNICAL PROCEDURE
Adjusting Equipment
Skis
Adjusting the equipment is one of the most important jobs of a rental technician. It is imperative
that the equipment is adjusted properly according to the information provide on the customers
rental form.

Determine boot sole length on the inner or outer side of the heel.
o Write the sole length on the rental form
Adjust boot to binding
o Check all Adjustment components
Boot-to-Binding Adjustment
Boot-to-Binding Compatibility
Toe Position
Heel Position and Forward Pressure
Toe Height and Toe Wing Adjustment
o Most ski bindings have an automatic toe height adjustment, as well as an
automatic toe wing adjustment.
Determine Visual Indicator Settings (DIN)

Determining Visual Indicator Settings (DIN)

A skiers visual indicator setting (or DIN) is determined by the skiers height, weight,
age, skier type, and boot sole length. Find the appropriate skier code by locating the
skiers weight and height in the first two columns of the skier adjustment chart. If the
skiers weight and height are not contained within the same skier code, then chose the
skier code that is closest to the top of the adjustment chart.
o
o
o
o
o
o
o

For Type I skiers, no change in to the skier code is necessary;

For Type II, move down on the chart one skier code;
For Type III skiers, move down on the chart two skier codes;
For Type I skiers, move up on the chart one skier code;
For Type III+ skiers, move down on the chart three skier codes.
For skiers who are 29 lbs. or less, no further correction is appropriate.
For skiers who are 38 lbs. or less, Skier Type I is inappropriate.

o If the skiers age is 9 or younger, or if the skiers age is 50 or older, move

up on the chart one skier code.
Locate the appropriate boot sole length column that coordinates with the skiers boot
sole length. The number located at the intersection of the boot sole length column and
the skier code row shows the skiers visual indicator setting (DIN). If the area of
intersection of the column and row is blank, move left or right on the same row to the
nearest visual indicator setting.
If the equipment user requests a visual indicator setting other than the suggested setting
determined by the skier adjustment chart, then the customer must sign an additional
release agreement before the requested adjustment can be made.
Write the setting in the appropriate spots on the rental form once it is determined.
Adjusting the Visual Indicator Settings

Engage the boot into the binding before adjusting the visual indicator
settings of the binding.
o If a skiers visual indicator setting fall below or above the particular
visual indicator range, then that binding is inappropriate for that
skier.
Ensure that both bindings are set to the appropriate visual indicator
settings.
Sign as the technician in the appropriate box.

Skier Instruction and Warning

It is the responsibility of the rental technician to provide the skier with instruction on
the use of their equipment.

Inform skier of their visual indicator settings

Ensure that skier signs the Equipment Rental & Liability Release Agreement at
the bottom of the form

Snowboards
Snowboard ID and Binding Selection
Before selecting the customers bindings, determine the snowboard identification
number and write it in the appropriate place on the rental form. If the customer is using
their own snowboard, write own as the Snowboard ID on the rental form.
5

The proper snowboard binding is dependent upon the size of the customers boot. This
rental shop has four different binding sizes:

Small (S): 20.5-24.5

Medium (M): 25.0-26.6
Large (L): 27.0-28.5
Extra-large (XL): 29.0-31.5

If the customer is using their own bindings, write own as the binding ID on the rental
form.
Binding-to-Board Adjustment

Mount the snowboard binding according to the customers snowboard stance.

Ensure that the left binding and right binding are mounted in the correct
location (buckles should be facing the outsides of the bindings). Inquire if the
customer has a preferred foot angle for their stance.
o The general foot angle is positive fifteen degrees for the front foot and
negative five degrees for the back foot.
Ensure that the binding is secured to the board and that the plate screws are
snug-tight. If standard bindings are being used, ensure that the binding screws
are snug-tight.
Boot-to-Binding Adjustment

Ensure that the cuff of the binding ankle strap is centered over the arch of
the boot; make adjustments as needed.
Ensure that the binding toe strap securely holds the toe of the boot and
does not slip down; make adjustments as needed.
Ensure that the boot does not have excessive toe or heel drag.

Direct Customer to Cashier

CASHIER STATION PROCEDURE

Verify Customer Form
Verify that the customers form is completely filled out and that all rentals are
accounted for. The rental dates should be completed with month, day, and year, as well
as AM or PM.

Ensure that the names, addresses, drivers license number, and phone number
are completed and legible.
Ensure that the form has signatures in the correct places: one for the
Acknowledgement of Personal Information & Equipment Instruction, one for the
Equipment Rental & Liability Agreement (if the equipment user is under the age
of 18, a person aged 18 years or older must sign for them), and also the
technicians signature.
Verify that all equipment IDs are completed and legible; put a line through any
ID box that is not being used.

Acquire Bankcard Imprint

Explain to the customer that the equipment they are renting is expensive to replace and
the imprint is to ensure that the equipment is returned. Inform the customer that the
imprint will either be given to them or shredded in front of them upon the equipments
return.

The imprint should include the card numbers, the cardholders name, and
the expiration date.
Ensure that the bankcard information is complete and legible on the
imprint; write in any missing or illegible information.
**The bankcard imprint must be signed by the owner of the card.**
Securely staple the signed bankcard imprint to the back of the customers
form.

Input Equipment SKUs

Scan all equipment or input individual SKUs

Scan the price of package being rented
o Include damage waiver is applicable or wanted by customer
Input duration/quantity

Verify Customer Purchases

Review all of the charges with the customer before finalizing the transaction and inform
them of the total due.

Complete Payment
Inform the customer of the total payment that is due, and complete the transaction
based on the form of payment the customer uses.

Credit/Debit Card
Cash
Gift Card
Snowcheck
Charge Account

File the Forms

File all forms alphabetically in the out box by the last names.

RENTAL RETURNS
Assess Equipment
Ensure that the correct equipment is being returned. Verify that the identification
numbers on the equipment matches the identification numbers listed on the rental form.
Also, ensure that all items listed on the rental form have been returned.

Chargeable Damage
If a customer purchased the damage waiver, then they are not liable for any damage to
the equipment covered by the damage waiver. However, if the customer did not
purchase the damage waiver, then the returned equipment must be assessed for
damage. Minor scratches to the top sheet and base are not deemed as chargeable
damage. Cause for chargeable damage may include:

A scratch to the base that reaches to the core of the ski,

Excessive delamination of the top sheet, and
Broken boot buckles are considered repairable damage and the customer will be
charged the repair costs.
Bent or broken skis
Damaged edges
Cracked or broken bindings
If a customer has lost equipment, they will be charged the replacement costs.

File Returned Forms

Stamp the rental form Returned and file the form alphabetically in the
Returned box. Either give deposit slip back to the customer or shred with their
consent.

Return Equipment to Stock

Equipment must be dried, cleaned, and inspected for wear and tear a before
being returned to available rental stock. All returned equipment must be dried and
cleaned before closing each night.

TELEPHONE PROCEDURE
Answering phone calls is part of the rental technicians requirements. Alpine Sports has
four lines, lines are identified by the last two digits of the phone number: 66, 33, 60, and
62. The 66 number is the main phone line, the 33 and 60 are overflow lines.

Answering Procedures
The sales department will answer the phone whenever it is possible for them to do so. If
the phone is not answered on the third ring, it is the responsibility of the rental
department to answer the phone. Avoid letting the phone go past a forth ring.

Good (morning/afternoon/evening), Alpine Sports this is

(Technicians Name)
o Transfer to sales if applicable, or take message is sales accosiate
is unavailable.
o If the customer is asking for a particular employee, get their
name and then ask if they can
If the person is not available, transfer to voicemail

Holding
In order to put a customer on hold, press the Hold button.

Intercom
To use the intercom, press the Intercom button, then press the appropriate phone that
you wish to page. Separate from specific locations, there are three other options for
paging: up page, down page, and all page.
If the intercom is being used to inform a person or department that a particular phone
call is for them, say into the intercom, the person and the line (i.e. Sales, you have a call
on 66 or Jeff, you have a call on 62). Always repeat the message before hanging up.
If the intercom is being used to speak with another employee, say into the intercom, the
person and Line 1 (i.e. Bobbie, Line 1). Line 1 refers to the intercom line. Repeat the
message twice and then remain on the line until the person answers.

Voicemail Transfer
Press the button VM Xfer the corresponding mailbox.
10

SPECIFICS
Demo Rentals
Demo equipment is the current seasons equipment that customers may rent.

Training on each demo ski will be provided, though outside research is to

also be done on each ski is technician wished to equip the rental customer
with the right ski.
Powder, Carving Ski, All-Mountain ski

Demo Reservation Sheet

Before a demo is selected and adjusted for a customer, the demo reservations sheet
must be checked. Find the specific ski model and size on the reservation sheet. Check if
that particular ski has already been reserved for the requested days.

Reserve with techs initials on the date the ski will be taken out
A reservation slip attached to the renters form and filed under reservation
infront of the date that they plan on skiing.

Purchasing Demos
Thirty dollars of each demo rental each season (up to a maximum of ninety dollars) can
be applied to the purchase of new skis. However, this offer is only valid until the end of
February each year.

Equipment Exchanges
At any point during a customers rental period, they may exchange their equipment for
a different size or style of equipment. In such cases, an exchange procedure must be
followed.

Size New Equipment

Adjust new equipment
Create New Form
Attach with old form and file in the appropriate place

11

Refunds
Refunds for rentals should only be given in three situations: early returns, cashier error,
and customer dissatisfaction. When appropriate, snowchecks should be offered in lieu
of refunds.

Early Returns
If a customer returns their equipment before the arranged date, they are fully entitled to
a refund for the days they are no longer renting for. If the customer plans to rent
equipment later in the season, a snowcheck may be offered in lieu of a refund; however,
if a customer would prefer a refund, do not hesitate to do so.

Cashier Error
Cashier errors should be practically non-existent; however, if they do occur and we
happen to overcharge the customer, they must be refunded the amount in error. In this
situation, a refund is more appropriate than a snowcheck, and a snowcheck should not
be offered.

Customer Dissatisfaction
If the customer refuses and demands a refund, then a refund would be warranted.

Refund Process

Find the customers name in the R Pro system.

Verify that the information is correct before proceeding with the
transaction.
Determine the appropriate SKUs for the equipment that is being
refunded.
o If a customer rented equipment for more than one day, the
multiday SKU should be used.

Review all of the items with the customer before finalizing the transaction and inform
them of the total being returned. Complete the transaction based on the form of
payment the customer had used to pay for the rental.

12

Season Rentals
Season Rentals are rentals that customer rents for an entire season. The customer keeps
the equipment from the date of initial rental until the season return date of April 6th.
Season Rental supply is based upon availability; a predetermined amount of each size
of equipment is allotted for season rentals.

Season Rental Forms

Season Rental forms are similar to the daily rental forms. In addition to the rental form,
renters must fill out a separate rental agreement slip to reflect each renter. This form
must be filled out in its entirety.
Mark the current date in the Date Out box of the form. Mark April 6 in the Date Due
of the form. And write Season in the Total Rental Days box of the form. The
remaining portions of the rental form should be completed as normal (see Rental Forms).

Season Rental Equipment

All season rental equipment is marked with a white label tag. If the item does not have
a white tag, then it is not eligible for a season rental.

File the Season Rental Form

The white form is filed in the season rental out box. Ensure that the receipt and return
agreement are securely stapled to the season rental form. File the season rental form in
the season rental box. Do not place season rental forms directly in the file cabinet.

Season Rental Exchanges

Season Rental equipment may be exchanged throughout the season by the customer
permitting that there is a size for it to be swapped out with. Pull the customers season
rental form from the file cabinet.
For each equipment exchange a new form must be filled out, and attached to the old
form. Make sure all equipment is adjusted appropriately.

13

Reservations & Phone Reservations

Rental reservations are an integral part of the rental technicians job. Rental reservations
are a way for customers to ensure that we have the proper equipment in their size, as
well as a way to cut down the time that they spend in the shop during the time of the
actual rental. Rental reservations can either be made online or by phone.

Online Reservations
Reservations should be checked online three times a day. Rental reservation
submissions must be printed. If a reservation submission is marked as read, then it has
already been printed.

Transfer information from the printed rental reservation submission to a rental

form, and staple the printed reservation form to the back of the rental form.
Fill out a reservation slip for each rental reservation.
o Each slip should contain the name of the renter, the date the equipment
will be picked up and the date the equipment will be returned.
o The slip should also contain any comments that the customer included in
their online submission.
Staple the reservation slip to the front of the rental form.

Finished reservations (the rental form with the printed submission and the reservation
slip attached) are filed in the top drawer of the file cabinet. Reservations are filed in
front of the date the equipment will be picked up.

Phone Reservations
Phone reservations are reservations that are taken over the phone. When taking a phone
reservation, ensure that all necessary information is recorded on the phone reservation
form.

Fill out renal form from information given over the phone
Fill out a reservation slip for each rental reservation.
o Each slip should contain the name of the renter, the date the equipment
will be picked up and the date the equipment will be returned.
o The slip should also contain any additional comments that the customer
mentioned on the phone.
Staple the reservation slip to the front of the rental form.

14

Finished reservations are filed in the top drawer of the file cabinet. Reservations are
filed in front of the date the equipment will be picked up.

Reservation Set-Up
Check the reservations in the file cabinet each day and set-up reservations scheduled to
be picked-up the following day.

Pull all equipment

Adjust equipment if possible
Tag items
Place items in reservation area

Cancellations and No Shows

If a customer cancels their reservation, then the rental form must be filed in the
cancellation folder. Write cancelled on the top of the reservation slip. File the rental
form in the cancellation folder located at the back of the reservation file cabinet drawer.
The yellow reservation folders must be checked daily for No Show reservations.
Write No Show on the top of the reservation slip. File the rental form in the No Show
folder located at the back of the reservation file cabinet drawer.

Opening Checklist
Every morning, the rental-opening checklist must be completed. Rental technicians
should initial each task that they perform. Each task must be completed before it is
signed.

Shovel & Salt the Courtyard & Stairs

This task may need to be performed repeatedly throughout the day.

Remove Garbage Around the Building

Special attention should be paid to the east and north ends of the building.

Clean Courtyard
Ensure that the courtyard is free of leaves, dirt and debris.

Take Sign Outside

Take the Rentals Open a-frame sign and place it in the courtyard.

15

 Turn Sign to Open

Turn the sign that hangs on the door from closed to open.

Open Rental Gate

The rental window gate must be opened each morning before opening.

Put Equipment on Drying Rack Away

Ensure that boots are buckled or laced, and return to the appropriate size section.

Check & Print Reservations

Check the Rentals inbox of Eudora for new rental reservations.

Return Reservations Not Picked Up

Check the reservation folders for reservations that have not been picked up.

Update Snow Report

Update daily with 24 Hour snowfall totals. Do not use a Sharpie marker!

Call on Equipment Not Returned

Call customers who have not yet returned equipment that is due.

Monday: Begin Weekly Checklist/Friday: Finish Weekly Checklist

Weekly checklists are started on Monday and must be completed by Friday.

Closing Checklist
Every evening, the rental-closing checklist must be completed. Rental technicians
should initial each task that they perform. Each task must be completed before it is
signed.

Ski & Snowboard Boots

Ensure that all boots on the drying rack and boot shelves are clean.

Skis & Snowboards

Ensure that all skis and snowboards (downhill and demo) are clean and properly
organized.

Poles
Ensure that all poles are clean and properly stowed.

16

 Snowboard Bindings
Ensure that all snowboard bindings are clean and are properly stowed.

Reservations
Check the Rentals inbox of Eudora for new rental reservations.

Spray Bottle
Use the all-purpose cleaner to clean all applicable surfaces

Restock
Rental Forms
All clipboards must be stocked with a rental form and placed on the bench by the
boot shelves. A small back stock of forms should be kept by the yellow
reservation folders for quick restock of clipboards. A larger back stock should be
kept in the rental counter. This back stock should at all times contain one to two
unopened packs of rental forms. Additional packs of rental forms may be found
in the restock cabinet at the base of the east stairs.
Various Forms
Various Forms include reservations forms; opening, closing, and midweek
checklists; rental tuning forms; requested setting forms; injury reports; and
season rental slips. These forms must be printed by using the copier. Each form
can be located in the originals book by the copier. Be sure to return the
original form to the originals book.
Binding Tickets and Deposit Slips
Rentals must keep a back stock of shop work tickets and credit card deposit slips
in the rental counter. This back stock should at all times contain one unopened
packs of each of these forms. Additional packs of these forms may be found in
the restock cabinet at the base of the east stairs.
Office Supplies
Office Supplies include pens, sharpie markers, sticky notes, scratch paper, scotch
tape, masking tape, staples, printer paper, and cash register tape. These items
must be restocked nightly. Additional office supplies are located in the restock
cabinet at the base of the east stairs.

17

Cleaning Supplies
Cleaning supplies include glass cleaner, boot disinfectant, and paper towels.
These items must be restocked as needed. Additional cleaning supplies are
located in the north east corner of the conference room.
Bring Tuned Rental Equipment Up from the Shop
Rental equipment that has been tuned by the shop will be set in a rack at the base
of the rental stairs. Ensure that all tuned rental equipment is returned to stock at
the end of each night.
Sweep Floor Areas
Floor areas include all non-carpeted areas in the rental department. Dirt and
debris from floor areas may be swept it a dust pan and emptied into the garbage
or swept onto the carpet and later vacuumed.
Remove Excess Water on Floor
Remove any water that has pooled on the floor as a result of rental returns. A
sponge mop or rag may be effectively dry the area.
Empty Garbage
Ensure that all garbage cans in the rental department are emptied and replaced
with new liners. Four garbage cans need to be emptied: the bathroom, under the
rental counter, under the return counter, and the in the shredder. All garbage
must be emptied into the large garbage can in the shipping and receiving area.
Organize Tools on Adjusting Benches
Ensure that all adjusting benches are supplied with a Phillips or Posidrive
screwdriver as well as a Standard (flathead) screwdriver.
Clear Sink & Counter
Ensure that all garbage, cups, paper, or food is cleared from the counter and sink
at the end of each night.
Assign Workstation for Following Day
Workstations for the following day should be assigned. Workstations determine
which employees will be responsible for which stations. Check the schedule to
verify which technicians will be working and assign workstations appropriately.

18

Bring A-Frame Sign Inside

Bring Rentals Open a-frame sign in from the courtyard. Wipe any snow from
the sign before bring it into the store.
Turn Sign to Closed
Turn the sign that hangs on the door from open to closed.
Close Rental Gate
The rental window gate must be closed each night during closing.
Check Pens on Clipboards
Ensure that each clipboard is equipped with a pen. Ensure that each pen on the
clipboards is working properly.
File All Returned Rental Forms
All returned rental forms for the current day must be filed in file cabinet under
the current year. All forms must be filed in full alphabetical order by last name,
then by first name. It is important to keep the returned forms in file cabinet in
proper order.
Vacuum the Store
Vacuum the store, focusing on high traffic areas. The rental department,
mounting shop, sales department, and boot shop are among the areas needed to
be vacuumed. Ensure that the mounting shop, boot shop, and dressing rooms are
thoroughly vacuumed.

Weekly Checklist
Every week, the rental weekly checklist must be completed. Rental technicians should
initial each task that they perform. Checklists are started on Monday and must be
completed by Friday.

Ski & Snowboard Boots

Inspect all boots on the boot shelves for broken buckles or worn laces. Inspect
boot toes and heels for excessive wear, replace if necessary.
Ensure all boots are in matching pairs and are properly buckled or laced. Clean
all boots and remove any dirt, tape, or salt residue. Also, ensure that boots on the
boot shelf are organized by size.
19

 Skis
Inspect all skis (downhill and demo) for broken or missing parts. Inspect skis for
dry bases and burred edges; pull skis aside for tuning if necessary.
Ensure that skis in the racks are organized by size.
Every third week of the month, clean all ski racks with a damp rag.

Snowboards
Inspect all snowboards for missing stomp pads. Inspect snowboards for dry
bases and burred edges, pull snowboards aside for tuning if necessary. Inspect
binding base plates for loose or missing screws.
Inspect snowboard bindings for broken or missing parts. Ensure that snowboard
bindings are in matching pairs and organized by size.

Poles
Inspect all poles for bent poles and broken or missing parts. Repair bent poles by
straightening them. Replace broken baskets, straps, and grips (all parts must
match on each pole in a pair).
Clean all poles and remove any dirt or tape residue. Ensure that poles are

Miscellaneous
Clean and Organize Rental Counter
Wipe down the rental counter. Organize the drawer and shelves under the
counter. Remove or dispose of garbage and unnecessary items.
Replace Vacuum Bag (if needed)
Check the vacuum bag to determine if it needs to be replaced and replace if
needed. Additional vacuum bags are located in the north east corner of the
conference room, next to the cleaning supplies.
Alphabetize Returned Rentals in the File Cabinet
Ensure that all of the returned rental forms filed in the file cabinet are organized
in alphabetical order. If they are not, properly alphabetize them.

20

FUNCTION TESTING
Function testing and inspection are required by binding manufacturers to maintain
indemnification. A function test is required anytime a customers binding is being
adjusted or serviced and at selected periods for a shops rental equipment.

Visual Inspection
The equipment must pass a visual inspection to ensure no problems in compatibility.
The boot must conform with ISO norms and be free of irregularities where the boot
contacts the binding. The boot cannot have rubber or metal tip protectors, mold
flashing, or excessive wear. The binding must not have any stripped, loose, or missing
screws. The binding cannot have any bent, broken, or missing pieces; or wear that
impedes the function of the binding. The ski must not have any screws protruding
through the base, and the binding baseplate must sit flush with the ski surface.
Assure that toe height is properly adjusted (when applicable). Assure that the toe cup
width is properly adjusted (when applicable). Assure that forward pressure and visual
indicator settings are correct.
If the system (skis, bindings, boots) passes visual inspection, mark Pass on the shop
ticket for Visual Inspection.

Elastic Travel & Return

A binding must be tested for elastic travel and return both laterally and vertically as
part of the function test. To test for lateral travel, engage the boot in the ski and secure
the ski. Hit the side of the toe box with a rubber mallet. Hit the boot hard enough to
move the boot, but not so hard that it releases. The boot should move off-center at least
five millimeters and return to center within two millimeters of its original position.
To test for vertical travel, engage the boot in the ski. Press on the heel of the binding
while bulling forward on the boot until the boot lifts at least five millimeters. Release
both hand at the same time and the boot should return to its original position.
If the system passes these tests, mark Pass on the shop ticket for Elastic Travel and
Return.

21

Check for Boot/Binding Compatibility

Check the system for proper boot-to-binding compatibility. Ski boots are designed with
a particular norm. A norm refers to the width and height of the boots toe plate and heel
plate. There are two different boot norms: junior norm and adult norm. Junior boot
norms should be used with junior bindings and adult boot norms should be used with
adult bindings. Under no circumstances should a junior boot norm be used with an
adult binding. However, some junior bindings, but not all, can be used with both junior
norm boots and adult norm boots.
Assure that the boot has appropriate soles. The two most common boot soles are Alpine
soles and AT soles. Unless a binding is specifically designed for use with both alpine
and AT soles, AT boots cannot be used in alpine bindings.
If the system passes the compatibility test, mark Pass on the shop ticket for
Boot/Binding Compatibility.

Mechanical Inspection
Systems (skis, bindings, and boots) must be verified using a torque wrench. The values
of the test must fall within the inspection ranges determined by the appropriate binding
manufacturer based upon the skier code.

Twist Test (Toe)

The binding toe must be tested for lateral release. Lateral release must be determined in
both clockwise and counterclockwise directions with the torque wrench. The test result
is the middle quantitative value of three measure release values. As a result, if the first
two values fall within the inspection range, a third measurement is not required. The
binding toe passes if the test results of both directions fall within inspection range.

Forward Lean Test (Heel)

The binding heel must be tested for vertical release with the torque wrench. The test
result is the middle quantitative value of three measure release values. As a result, if the
first two values fall within the inspection range, a third measurement is not required.
The binding heel passes if the test result falls within inspection range.
If the system passes both the twist test and the forward lean test, mark Pass on the
shop ticket for Mechanical Test.

22

Preseason Inspection

Preseason Binding Inspection

All rental bindings must be visually and mechanically inspected. Bindings that fail
inspection go through troubleshooting to correct the problem. The failed binding is then
retested. If the problem cannot be corrected, then that binding is taken out of inventory.

Preseason Boot Inspection

All rental boots must be visually inspected for damage and excessive wear. Then, one
boot per cell is mechanically tested from boots that are new to inventory. A cell is all
boots of the same make, model, age, and shell size. Then, five percent of all boots that
are returning inventory are randomly selected and mechanically tested.

In-Season Inspection
Ins-Season inspections are random samplings of rental equipment assembled and
adjusted by the rental technicians. A sample is five percent of the rental shops inventory
but not less than sixteen systems or more than eighty systems. Currently, twenty
systems is Alpines sample size. Half of the sampling must be taken from return stock.
Return stock is classified as a ski, boot, and binding system that was used by a rental
customer. The other half of the sampling must be taken from inventory available for
rental.
In-Season random sampling is conducted throughout the entire season. The first
sampling is performed after seven days of operation. If that sample passes, then a
second sample is taken after an additional seven days. If two consecutive samples pass,
then sampling then becomes every fourteen days. However, if a sample fails at any time
during the season, samples must be performed daily until two pass consecutively.

23

POST-ACCIDENT REPORTS
Post-accident reports must be filled out if a person returns equipment and claims that
they or someone else was injured on the equipment. The equipment must be set aside
as is, appropriate post-accident forms must be completed, and a manager notified of
the accident or injury.

Post-Accident Report Forms

Injury Report
An Injury Report must be filled out detailing the person injured, the injury, the resort
or area the injury occurred, whether ski patrol was involved, and whether the person
returning the equipment implied or overtly blamed the shop or equipment for the
injury. All of this information should be obtained from the person returning the
equipment. A technician may express sympathies, but refrain from apologies or other
statements that may imply fault on the part of the shop.
An Injury Report should never be filled out in the presence of the injured or person
returning the equipment, but rather immediately after they have left the shop. All fields
of the report should be filled out. If information is unknown, mark Unknown in the
appropriate area. If information is not applicable, mark N/A in the appropriate area.

Post-Accident Equipment Inspection Report

A post-accident equipment inspection report must be completed with as is
mechanical inspection measured release values. An improperly completed form may
result in loss of indemnification from the binding manufacturer. A post-accident
equipment inspection report must include injured persons information; accident or
injury information; equipment information; equipment inspection and test result
information; and the facility, personnel, and testing device information.
All fields of the report should be filled out. If information is unknown, mark
Unknown in the appropriate area. If information is not applicable, mark N/A in
the appropriate area.

24

Injured Persons Information

The injured persons information should be acquired from the rental form.
Accident or injury information should be acquired from the Injury Report and the ski
patrol accident report (if available).

Equipment Information
The equipment information should be acquired through a visual inspection of
the equipment. Equipment information should include ski make, model, size, serial
number, and ID number; boot make, model, size, sole length, and ID number; and
binding make, model, toe and heel visual indicator settings, and rental forward
pressure settings.

Equipment Inspection/Test Information

An inspection and mechanical test must be performed on the equipment as is.
Visual inspection and mechanical tests must be performed according to the particular
binding manufacturers specifications as set forth in their current shop practices
manual.

Facility, Personnel, and Testing Device Information

The information of the facility, personnel, and testing device must be recorded
and the report must be reviewed by the shop manager. Information should include the
name of the shop, the name of the certified technician performing the inspection, the
date of the inspection, make and model of the testing device used for mechanical
testing, the name of the manager reviewing the report, and the date the report was
reviewed.

25