WALK THROUGH *USUALLY DONE IN THE GUESTCONNECT TOOL

Resetting password or email

In the rdweb, check the guest profile and go to authentication tab to change their email and password. Notify the guest about the change. -In the epicpass.com website, let them sign in beside the cart icon then assist them with their email and password then in the My Account, they can reset their password there.

2.ROL (Release of Liabilities) -checking : in the guest connect in the authorization -if not signed for the ROL, in the guest connect, the media button is color red and epic pass was tagged as inactive -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 below your photo "Action Required" 4.agree to the waiver and Click Complete Release

Epic Coverage election

3.Customer Manager Process and Transactions reset passwords *3 pts verification (full name,dob,email) *authentication *reset password *ask the guest to sign his account to the website.

locked out -authentication tab, resetting the password/ email

confirming epic coverage preferences *guestconnect tool *3 pts verification *pass programs *epic coverage button in guessconnect *check

3.viewing media Print information and shipment *pass number on the Media Tab on the access code

checking active pass is in media tabs *print info if date is indicated, then pass is printed *shipment info on the POS terminal with "external bach" remarks if number, its picked-up

5.reloading media *ask for the last 4 digits in their old pass card *activate the card *you can only reload pass with the same pass type with their old pass card

6.Hotlist hotlist tab will be red and do not tell the guest that their account was hotlisted but inactive instead. Do not remove the hitlist. most common reason *missing ROL _ask them to accept with ski waiver or do the ROL spill *failed resort charge, failed remaining balance payment, _ask assistance *missing verification(military) and college passes _ask them to comply with requirements they needed for their pass activation *fraudulent, _ask assistance in viewing the hotlist reason *click plus sign beside the code, click the hotlist tab and plus sign again and hotlist comment is now visible

7.MANAGING FAMILY MEMBER Customer Manager ADDING A FAMILY MEMBER or HOH *profile-create relationship-choose customer-search guest-ask the name and DOB-click the name of the guest-click select all-save-check the profile if adding of a family member was successful CASCADING RELATIONSHIP *click the name of the guest- go to its profile and remove the relationship REMOVING a HOUSEHOLD MEMBER *relationship tab-click the name to be removed- then delete-then refresh

*ALWAYS LEAVE A COMMENT IN THE COMMENT SECTION

PAUSE AND RESUME *UPON ASKING THE FULL ACCOUNT NUMBER OF THE GUEST, ALWAYS USE THE PAUSE AND RESUME on the desktop to SECURE SECURITY. It should be recording as active and ask the account number and the expiration as well as the name used in the card the click the RESUME icon *for the payment, ask thelast 4 digits of their credit card account

*checking of credit card information can only be found in the guestconnect tool -pull up the customer's profile

click the credit card tab -if no credit card, theres a add option

SENDING a RECEIPT in guestconnect -pull up the customers profile -check in the product tab to check the active pass. if oactive, it is tagged open

then click the transaction tab
check, then click the plus sign on the left side for the pass info and then click receipt icon the right side if done, the color should be green.
print email
cart then click print email but check email first -then click send

**RESHIPPING THE MEDIA GUEST CONNECT -inform the guest for the shipping fee again

ask for the mailing address to confirm -in the contact tab then check the shipping address with the google.com -check the HOH upon shipping
on the customer profile , theres a print media beside the customers name then print media -then click the print media -routed to the cart -click 'yes' to defer media printing -click homepage- search in the search bar 'shipping' for the fee
ask the last 4 digits of the card -click apply then finish- ALWAYS CLEAR CART AFTER EVERY TRANSACTION.

AUTO-RENEWAL

check the customer's info, the 3 pt verification -the click the pass programs -click auto-renew -then click the decline and click all accepted -then save *ask assistance for the pass renewal cancellation

SEASON PASS PURCHASE *Need a photo on their account to ship their pass -3 pt verification Checking the card for the payment -check credit card for the payment in the credit card tab *for full payment, use the primary credit card *for the down payment, use the payment plan credit card Checking the profile -click continue then search the guest name then click the photo -check