scripts · Offline Notepad

SCRIPTS day 2 QUALFON - VAIL COMMUNICATION PROCEDURES

MS TEAMS General (where we can access our files and pass metrix Host training materials and sops with file tab BAT PHONE -question Epic recognition Support team

IT SUPPORT ESCALATION PROCEDURE *Initial troubleshooting - qualfon agent works with qualfon supervisors/internal IT to resolve issue (identify vail related or qualfon related issue) *VR ITSC (vail related issue) - qualfon agent contacts IT support center 970-754-0160.

INBOUND CALLS - qualfon agents will receive the ff. type of calls

WHERE IS MY MEDIA? -media issue -shipment information -reload options -reactiveness pass media -hot lists

ACCOUNT MANAGEMENT -Head of household

CUSTOMER MANAGER - basic inquiry LOG IN - AUTHENTICATION - RESET

OUTBOUND TRANSER -qualfon agents will see the following lines set up as speed/transfer dials.

ACCOUNT MANAGEMENT -use when the guest requires assistance with their epic

day 2

(for refundable ticket) script: I totally understand that you decided to cancel your season pass however our season pass are non-refundable and non-transferrable unless if you have a Qualifying events you can file a claim for refund to Sedgewick department, you can contact this phone number 877-895-1297. You can also check our websites on epicpass.com under Benefits tab click epic coverage ypu can check that for more information

buddy 40percent discount while swift is up to 15%.

ANSWERING THE CALL

“Thank you for calling Vail Resorts, my name is . May I get you name please?”

PICKING THE GUEST UP OFF HOLD –

Would that be fine if I will be placing the call onhold for 1 or 2 minutes ill be back once im done. “hi ,Thank you for patiently waiting on the line…”

ENDING the Call –

“Thank you for calling Vail Resorts. Aside from (recap request/transaction). Is there anything else I can assist you with? Have a good day/evening.”

TRANSFERING the Call – “Thank you for your patience. I do not have the ability to assist with (recap the request). I would like to transfer you to our (department) expert, is it ok for me to transfer you now?”

HOW TO TRANSFER CALLS click the transfer select the speed dial select transfer

ETHICS AND TRANSPARENCY Acting with integrity every interaction is one of the vail resorts core values, DO RIGHT, it is important that we are transparent with our guest.

NOTE!! When ask if where you are located, tell that you are from vail resorts located in the Philippines.

CALL FLOW

"Hi, thank you for calling vail resorts, this is fe, how can i help you?"

"No worries Ill be more than happy to assist you, but before we start, may i have your full name, date of birth and email address please?"

"I successfully pulled out your account

concern…………

"Would it be fine if i will place the call on hold for 1 to 2 minutes, i'll get back to you once I'm done."

"Thank you for patiently waiting on the line……"

"Would there be anything else aside from ___"

"After this call there will be a short survey you can stay on the line if you want to take the survey."

"I think we are all set, again thank you for calling vail resorts, this is fe have a good day."

SEASON PASSES PRODUCTS Epic pass Epic local Epic day (all access, all access restricted, limited access, limited access restricted) Specialty

2021/2022 epic passes line up epic passes for next winter 21/22 is available starting March 23.

EPIC LOCAL PASS unlimited and unrestricted access to 29 resorts limited access to 10 vail resorts and other partner resorts epic mountain

SEASON PASS CARD - eligible for the reward

For Military pass verification they can send their documents to

Verification@vailresorts.com *Customerservice@sheerid.com College Pass Discounted Pass for College Students. College pass must present proof of 12 credit hours (undergrad) or 6 credit hours (grad students) for the 21.22 Season in order to activate pass.

Senior pass-discounted pass for seniors citizens age may differ depending on pass. some passes accept as young as 62+ other passes require 65+ or 70+.

epic regional pass tahoe local pass

ADAPTIVE PASS Discounted pass for guest that have a permanent physical or cognitive disability that requires the use of adaptive ski equipment ski techniques to ski. simply having a disability does not qualify guest for this pass. all applications are reviewed by the pass committee. guest whose applications are denied may purchase from our normal lineup of season pass products.

Purchase adaptive pass for them we will refer them to passtype vailadaptiveprogram@vailresorts.com - what type of pass will they purchase (enter IP code).

EPIC REGIONAL PASS eligible for buddy and swaf tickets depending on dates. unlimited access and unrestricted access to specific regional resorts. limited access to other vail resorts (holiday blackouts, limited number of days no access to partner resorts epic mountain rewards

3 POINTS VERIFICATION *Fullname *date of birth *email address take note that you can also ask for mailing address or phone number

APRIL 21 -10 BUDDY TICKETS DEADLINE MAY 30 - 2 BUDDY TICKETS DEADLINE Whistler Blackcomb Season pass

Epic Mountain Rewards (EMR) Offered on all Epic Products Epic Pass Epic Local Pass Epic Day Pass Military Epic Pass Epic Australia Pass And more!! 20% off food and beverage 20% off lodging 20% off ski school 20% off ski and snowboard rentals 20% off Epic Mountain Express Discounts on waxes and tunes WB Student, Sea to Sky, and GAP Pass

Bring a Friend 6x 25% off lift and 6x 25% off sightsee tickets

Unlimited 2022 summer sightseeing access

20% off Tube Park tickets

20% off on-mountain food and hot drinks

20% off ski and snowboard rentals at Whistler Blackcomb

20% off retail at Whistler Blackcomb

Wax and tuning discounts

$50 off ski school group lessons and camps

Lodging discounts

Website – https://www.whistlerblackcomb.com/

Reservations Center Hours of Operation

Winter 8am – 5pm PST

Summer 9am – 5pm PST

Emails

wbreservations@vailresorts.com

wbpassadmin@vailresorts.com

wbstudentpass@vailresorts.com

Leadership Team

Manager of Reservations & Pass Administration – Thomas Sikora

Assistant Manager of Reservations & Pass Administration – Stanislav Iakovlev

Supervisor of Reservations – Vanessa Whitehead

Guest Experience Signing a ROL Season 2020 - 2021 Helping a guest sign their Release of Liability online. 1.Log into My Account on epicpass.com or snow.com 2.Click on "My Account" 3.Navigate to the red box in the upper right corner Action Required4.Click Complete Release

ROL sign in for release of liability Login to the account Go to my epic account Under photo (action required) Complete release Click Agree

CANCELATION OF SEASON PASS BY GUEST (SCRIPT) I totally understand that you decided to cancel your season pass however our season pass are non-refundable and non-transferrable unless if you have a Qualifying events you can file a claim for refund to Sedgewick department, you can contact this phone number 877-895-1297. You can also check our websites on epicpass.com under Benefits tab click epic coverage you can check that for more information.

ASK 3 QUESTIONS TO INDENTIFY WHAT IS THE BEST PASS FOR GUEST. WHAT What specific resort you want to visit? How many days do you want to ski? Do you plan to ski during holidays or not?

HOW DO I FOLLOW UP ON THE STATUS OF A PENDING REFUND REQUEST Please call 1-877-895-1297 and reference your existing refund request number to follow up on a pending refund request. All Passes are strictly non-refundable but if you have qualifying events under epic coverage then you can file a claim request for a possible refund to our claims department. I will provide you the contact number so you can call them. 1-877-895-1297

"Guest being transferred from Sedgewick to CSS vice versa"

GUEST ASK FOR REFUNDS I apologize for the inconvenience however our refunds are processed by Sedgewick Dep. They are the only company who is eligible to review, approve and deny your qualifying Epic Coverage event. We do not offer credits or rollovers and submitting a refund request in Sedgewick dep for your qualifying event is our last resort for your concern

IF GUEST WILL ASK REFUND FOR THEIR SEASON PASSES. All Passes are strictly non-refundable but if you have qualifying events under epic coverage then you can file a claim request for a possible refund to our claims department. I will provide you the contact number so you can call them. 1-877-895-1297.

FOR NO LONGER REFUNDS I do apologize but we can no longer provide a refund for your ticket that was purchased "mention the date" because for 1 day lift tickets it should be refunded on the day of your reservation no later than 5 pm local time.

IF THEY HAVEN'T RECEIVE A PASS If they haven't recieve their pass you can inform guest to have their pass printed at the ticket window. YOU NEED TO bring 1 valid id and confirmation that was sent to your email

If the media has NOT been PRINTED: 01/01/1900

Direct the guest to pick up in-person at Resort

Reissue media

Activate (turn on) any past media that is confirmed by the guest (Reloading Media)

Add a note in the comments section detailing any changes made If they need to pick up their pass at the ticket window they need to bring 1 valid and the confirmation email that was sent on their email

day 3

FOR COLLEGE PASS VERIFICATION

In order to activate your pass you need to send in

A current Fall 2022 schedule showing both your name and your credit hours you're enrolled for. (12 credit hours for undergrad and 6 credit hours for graduate. A copy of your student ID.You can send these to verification@vailresorts.com Below is a list of approved forms of military identification: DD214 Orders VA ID Official letter LES dated within 90 days

GUEST CONNECT: reissue media

Step 1: Go to HOH front screen. Under the CC box is a list of family members Step 2: Click the box for "Print Media" for members who need new media. Then select "Print Media" above the edit option. This will bring you to the "Cart" page showing the medias to be printed and a $0.00 balance. Step 4: Remember to add shipping if needed. Step 5: Finish and pay to finalize transaction

SEASON PASS PURCHASE

Pull out account click the name ask what kind of pass will he purchase click the pass choose AD, CH, TN read terms and conditions ask it they want to continue decline (auto renew) ROL(no) media printing (yes) ask if they will donate shipping(click home icon, search shipping, apply) click customer double check credit card info(ask for the last 4 digits of the credit card) apply finish

AUTO RENEWAL pull out account pass program click auto renew accepted accepted accepted save

MANAGING FAMILY MEMBERS AND RELATIONSHIP 3 POINTS click create relationship choose customer name of the guest name and date click the name not the photo ask the guest primary select all

HOW TO REMOVE FAMILY MEMBERS click relationship click the name go to authentication and then click it click delete refresh and see if it was successfully deleted

RESET GUEST PASSWORD click name go to authentication password hint save

ACCOUNT MANAGEMENT SENDING RECEIPT Pull out account go to product see if they have an active pass go to transaction tab check if season pass (the sale location is internet epicpass.com) double check(click + sign) if they ask for receipt click note sign at the right side click print email receipt check info uncheck print click email click send

SPECIALITY LIFT TICKETS

Millitary tickets Who IS eligible?

Status: Active, Dependent, Retired, Reservist, Active Duty Deceased

Branch: Army, Navy, Air Force, Marines, Coast Guard Department of Homeland Security, Canadian Army, the Royal Canadian Navy (RCN), AND the Royal Canadian Air Force (RCAF) PROFFESIONAL COURTESY

Lift Ticket Tax There is a 4.5% tax added to Breckenridge lift tickets. 1 or 2 day Breckenridge lift tickets are for Breckenridge only.

REFUND LIFT TICKETS before 5pm local mountain time

PARTNER RESORTS

BENEFITS SEASON PASS BENIFITS EPIC COVERAGE AND EPIC

2 types of credit card PRIMARY full payment, failed resort changes PAYMENT PLAN process of $49Guest Experience Signing a ROL Season 2020 - 2021 Helping a guest sign their Release of Liability online. 1.Log into My Account on epicpass.com or snow.com 2.Click on "My Account" 3.Navigate to the red box in the upper right corner Action Required4.Click Complete Release

ROL sign in for release of liability Login to the account Go to my epic account Under photo (action required) Complete release Click Agree

CANCELATION OF SEASON PASS BY GUEST (SCRIPT) I totally understand that you decided to cancel your season pass however our season pass are non-refundable and non-transferrable unless if you have a Qualifying events you can file a claim for refund to Sedgewick department, you can contact this phone number 1877-895-1297. You can also check our websites on epicpass.com under Benefits tab click epic coverage you can check that for more information.

ASK 3 QUESTIONS TO INDENTIFY WHAT IS THE BEST PASS FOR GUEST. WHAT What specific resort you want to visit? How many days do you want to ski? Do you plan to ski during holidays or not?

"Guest being transferred from Sedgewick to CSS vice versa"

GUEST CONNECT: reissue media

SEASON PASS PURCHASE

AUTO RENEWAL pull out account pass program click auto renew accepted accepted accepted save

MANAGING FAMILY MEMBERS AND RELATIONSHIP 3 POINTS click create relationship choose customer name of the guest name and date click the name not the photo ask the guest primary select all

HOW TO REMOVE FAMILY MEMBERS click relationship click the name go to authentication and then click it click delete refresh and see if it was successfully deleted

RESET GUEST PASSWORD click name go to authentication password hint save

day 3

FOR COLLEGE PASS VERIFICATION

In order to activate your pass you need to send in

A current Fall 2022 schedule showing both your name and your credit hours you're enrolled for. (12 credit hours for undergrad and 6 credit hours for graduate.
A copy of your student ID.You can send these to verification@vailresorts.com

Below is a list of approved forms of military identification: DD214 Orders VA ID Official letter LES dated within 90 days

GUEST CONNECT: reissue media

SEASON PASS PURCHASE

AUTO RENEWAL pull out account pass program click auto renew accepted accepted accepted save

MANAGING FAMILY MEMBERS AND RELATIONSHIP 3 POINTS click create relationship choose customer name of the guest name and date click the name not the photo ask the guest primary select all

HOW TO REMOVE FAMILY MEMBERS click relationship click the name go to authentication and then click it click delete refresh and see if it was successfully deleted

RESET GUEST PASSWORD click name go to authentication password hint save

SPECIALITY LIFT TICKETS

Millitary tickets Who IS eligible?

Status: Active, Dependent, Retired, Reservist, Active Duty Deceased

Branch: Army, Navy, Air Force, Marines, Coast Guard Department of Homeland Security, Canadian Army, the Royal Canadian Navy (RCN), AND the Royal Canadian Air Force (RCAF) PROFFESIONAL COURTESY

Lift Ticket Tax There is a 4.5% tax added to Breckenridge lift tickets. 1 or 2 day Breckenridge lift tickets are for Breckenridge only.

REFUND LIFT TICKETS before 5pm local mountain time

PARTNER RESORTS

BENEFITS SEASON PASS BENIFITS EPIC COVERAGE AND EPIC

2 types of credit card PRIMARY full payment, failed resort changes PAYMENT PLAN process of $49