VAIL RESORTS

WHAT CAN WE HELP WITH?

• Assistance with the Customer's Online Account
• Log-in Assistance/Password Reset -Updating Account Details
• Confirming Pass/Ticket Details
• Ticket & Pass Sales/Upgrades
• Epic Coverage
• Resort Information

WHAT DO OTHER TEAMS CAN HELP WITH?

• On Mountain Activities & Services
• Lost & Found, Ski PAtrol, Dining
• Lodging & Other Vacation Essentials
• Ski School, Rentals, Transportation
• Epic Mountain Rewards/PEAKS Rewards

REMEMBER : We cannot change/update the name of guest & date of birth *In order to look their details just ask their names, Email Address and the Date of Birth

WE OFFER EPIC PASSES :

1. Epic Pass

• unlimited unrestricted access to all Vail Resorts mountains

1. Epic Local

• unlimited access to 25 resorts
• restricted access to an additional 21 resorts *Holiday & # of Day Restrictions apply

1. Epic Regional

• specific resorts rather than all of the Epic Mountains

1. Epic Specialty

• military passes, college passes, Australian passes

1. Epic Day(Epic Day

August 3, 2022 (WEDNESDAY)

Yesterday, we discussed the IT Support and Escalation Procedure such as the Initial Troubleshooting, VR ITSC (Vail Related Issue) and if it happens to encounter some issues, Qualfon Agents should contact the IT Support Center provided number. The next thing we discussed is the Inbound Calls in which we Qualfon Agents are expected to receive many types of calls such as asking

About the Vail Tools that we are going to use on the later part of our training which are the Customer Manager/Guest Manager , Live Person , and the Lift but it was discussed yesterday that we will no longer use Live Person and Lift.

Customer Manager where we can pull their accounts.

Post Resume App that masks the information of the guest such as their credit card number.

Authentication - resetting the password/email of the guest

SPECIAL TABS a. Media Partner - allows us to track media cards that are distributed to our partners such as hotel, reservation center, etc. b. Child Registration - shows a child's relevant information when enrolled in Ski School. c. Club - shows whether a guest is a member of a Club and which one. d. Ski/Snowboard - Lists guest's information regarding their level of skiing or riding based on an academy report entered from lesson. Not all Resorts Participate

• information are available in Epic Mix App *Agents should advice the guests to download the App e. Rental - Shows all of the specific info pertaining to a guest's rental

Where can we find the Epic Mountain Rewards?

• right middle corner

Heli Skiing - Whistler Blackcomb Cat Skiing - Keystone

Live Person is no longer available since we are now shifting into Zendisk

VERINT APP

1. View all the schedules in a daily, weekly or monthly format.
2. Shift Swap Request
3. Update Section for Request

FOR AUSTRALIA:

• Just provide them the direct hotline numbers of our Australian Counterparts

BUDDY / SWAF LIFT TICKETS - benefits tickets if a guest purchase a season pass

PROMOTIONAL - specialty (military, professional courtesy lift tickets) *military lift tickets can be purchased through us directly to the ticketing window of the resort that they wanted to have on their vacation

*professional courtesy - can be purchased through us CSS , ticketing window , and through our 3rd partner company (Entopia)

3 TYPES OF LIFT TICKET DISCOUNTS

• advanced (10 - 20% off) - 7 to 10 days prior
• mid advanced (5 - 10%) - 1 to 6 days prior
• window rate / inside advance (no discount) - can be purchased either the ticketing window or through them using their account

*in order for the lift tickets to be mailed out to their address, they should purchase the lift ticket 9 days ahead

RECIPROCITY

• interchangeable to a different resorts within the same sate Colorado Tier - Vail/Bevercreak , Breckenridge, Keystone Tahoe/California Tier - Northstar, heavenly and Kirkwood *top tier - Northstar

When can the guest access

• if they purchased multiple lift tickets

BUDDY PASS CAN BE PURCHAISED UNTIL MAY 30/31 AND AS OF NOW IT IS NO LONGER AVAILABE TO BE PURCHASED

LIFT TICKETS ARE REFUNDABLE

TYPES OF SEASON PASSES :

• Epic Pass, Epic Local Pass, Epic Regional, Epic Regional, Epic Specialty , Epic Day (Epic Day for Everyone)

IF THE GUESS HAVE A EPIC LOCAL PASS AND THEY CANNOT ACCESS THE RESORT DURING HOLIDAYS, THEY CAN USE THEIR BENEFITS TICKETS AND THAT WILL BE THE SWAF/BUDDY TICKETS