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Volunteer Host Team

Policies & Procedures Training Manual 2017- 2018

Winter Park Resort

© 2017 Winter Park Resort, an Intrawest Company 1

TABLE OF CONTENTS

Welcome to the Winter Park Team! .......................................................... The Volunteer Host Approach .................................................................... Page 2 Code of Quality Service .............................................................................. Page 2 Your Responsibility Code – Set the Example .............................................. Page 3 Volunteer Host Appearance Code .............................................................. Page 4 Company Appearance Guidelines .............................................................. Page 5 Performance Standards ............................................................................. Page 6 Daily Schedules and Assignments .............................................................. Page 7 Morning Meeting ....................................................................................... Page 8 Morning Base Duty .................................................................................... Page 8 Amtrak® Winter Park Express Ski Train Guidelines..................................... Page 9 On-Mountain Hosting ................................................................................ Page 10 Accidents & Injuries – 10-50’s .................................................................. Page 11 Non-Injury Assists – 10-46’s…………………………………………….... ...................... Page 12 Public Use AEDs ......................................................................................... Page 13 Authorized Lift Lane Use ............................................................................ Page 13 Designated Routes Policy ........................................................................... Page 13 Mid-Day Duties .......................................................................................... Page 14 Afternoon Farewell Duty ............................................................................ Page 14 “Meet-the-Mountain” Free Guided Tour ................................................... Page 15 Mountain Tour Procedures ........................................................................ Page 15 Radio Use / Protocols ................................................................................. Page 16 Useful Phone Numbers and Radio Codes ................................................... Page 18 Lost Child Procedures ................................................................................ Page 18 Code Red Procedures ................................................................................. Page 19 Guest Comments and Host Feedback ........................................................ Page 20 RFID Passes ................................................................................................ Page 20 Lost and Found .......................................................................................... Page 21 Security & Theft Mitigation ........................................................................ Page 21 Harassment Policy ..................................................................................... Page 21 Resort Open/Closed Terrain Access Policy ................................................. Page 22 Mission Statement .................................................................................... Page 22 Core Values ............................................................................................... Page 22 Winter Park – A Unique History ................................................................ Page 23

This manual may be revised or withdrawn at any time. The procedures contained in this manual may require that action be taken periodically to reaffirm, revise, or withdraw these practices. Any deviation from the enclosed procedures is to be dictated by the circumstances of each, unique situation and by the policies, procedures, and protocol of the resort.


WELCOME TO THE WINTER PARK TEAM! Volunteer Hosts are an essential part of the Winter Park Guest Experience Division - performing duties that directly contribute to the team’s goals and objectives, and ultimately to the Winter Park Resort mission. Our goal is to directly influence our guest’s enjoyment of Winter Park area and encourage their return. Be Proactive! We can accomplish this by providing accurate, friendly information and assistance, and remembering to farewell, thank and invite guests back. Don’t wait for questions; approach guests at the base and on the mountain to be sure they know where they’re heading or answer their questions. Sometimes a smile and the demonstration that someone cares is all it takes, other times it may take an hour-long escort with moral support back to the base! Our strategy to WOW our guests requires a positive attitude and accurate & specific answers. Your duties require flexibility in a variety of situations and you may be asked to coordinate with a number of departments. Duties are varied and can change with little notice. Use of your own good judgment will be needed to deal effectively with many different and sometimes difficult situations. Please always keep in mind that hosting is a challenging, highly visible role that requires more than just the right information. It requires enthusiasm, humor, maturity and common sense. In each case "exceptional guest service" should guide your decision. We hope you enjoy the challenge of being a Volunteer Host. This manual is intended to provide all team members with a common foundation - including our mission, guiding principles, procedures and expectations. Your initiative is required to learn as much as possible about the Resort, the Fraser Valley, resort and community activities, services, restaurants, lodging, and just about anything else guests of Winter Park Resort may want to know. Knowing answers is important, but so too is to know where to find them. We provide a compilation of resources on the Host website. As a Volunteer Host at Winter Park you can enjoy an ongoing learning experience that will not only influence our guests, but will benefit you as well. We’ll be relying on your upbeat, positive attitude and willingness to learn. Thank you for making the decision to join the Winter Park Resort team. Enjoy yourself!

GUEST SERVICE, THE VOLUNTEER HOST APPROACH Our brand image or identity is a family-friendly resort promoting guest loyalty. Operating a quality mountain resort is often difficult and always very competitive, as all resorts offer the same basic products: big mountains, good snow, nice lodges, a variety of activities, and helpful staff. With many comparable resorts to choose from, guests can afford to shop around. They look for value, location, amenities and great service! Guest service is what separates us - it's what gives us the "competitive edge" over the other resorts. We're proud of it, and we work hard to maintain that edge. How can you contribute to the legacy of great guest service? Use the Volunteer Host Approach and follow our Code of Quality Service:

* Greet customers immediately – be proactive. Make eye contact with or talk to everyone that

comes close. Smile and talk to as many guests as you can! Give customers your undivided attention.


* Be enthusiastic and animated. Help guests smile. Take care of yourself. When you feel good and

you're having fun, guest service comes naturally. * Treat guests the way you like to be treated. Regard guests as personal friends. * Always stop to ask if you can help when you see a guest, linger even if they decline, looking

lost/confused, looking at a map, sitting or lying on the snow * Become a guest's “personal agent”. If possible escort them where they need to go or bring what

they need to them. Aim to exceed their expectations. * Share your passion with the guests. Guests like to be treated like insiders / locals while on

vacation. * Throw out the old adage, "the guest is always right." The guest is not always right, BUT...

The guest always deserves exceptional service. * And of course: Think! Use common sense. Be flexible and creative. * Remember - it doesn't matter what you do here at the Resort– to our guests…

You ARE Winter Park! What you say and do is not as important as how you say and do it. All employees and volunteers are ambassadors for Winter Park and it's very important that every contact you have with a guest leaves a positive impression. Remember the saying, "You never get a second chance to make a first impression." The likelihood is high that you will be the first and last person a guest speaks to or sees. It’s likely that you may be the one who really gets a chance to "make their day."

YOUR RESPONSIBILITY CODE – SET THE EXAMPLE

The Colorado legislature established as a matter of law that certain dangers and risks are inherent in the sport of skiing/riding. The legislation provides that, as a matter of public policy, no person engaged in that sport shall recover from the ski area operation for injuries resulting from those inherent dangers and risks. Under Colorado Law, a skier or rider assumes the risk of any injury to person or property resulting from any of the inherent dangers and risks of skiing and may not recover from any ski area operator for any injury resulting from any of the inherent dangers and risks of skiing, including: changing weather conditions; existing and changing snow conditions; bare spots; rocks; stumps; trees; collisions with natural objects, man-made objects, or other skiers; variations in terrain; and the failure of skiers to ski within their own abilities. Colorado law includes cliffs, jumps and extreme and freestyle terrain in the inherent risks of skiing. Skiing and snowboarding can be enjoyed in many ways. At ski areas you may see people using alpine, snowboard, telemark, ski bike and other specialized ski equipment, such as that used by disabled or other skiers. Regardless of how you decide to enjoy the slopes, always show courtesy to others and be aware that there are elements of risk in skiing that common sense and personal awareness can help reduce. Observe the code listed below and share with other skiers the responsibility for a great skiing experience.


1. Always stay in control, and be able to stop or avoid other people or objects. 2. People ahead of you have the right of way. It is your responsibility to avoid them. 3. You must not stop where you obstruct a trail, or are not visible from above. 4. Whenever starting downhill or merging into a trail, look uphill and yield to others. 5. Always use devices to help prevent runaway equipment. 6. Observe all posted signs and warnings. Keep off closed trails and out of closed areas. 7. Prior to using any lift, you must have the knowledge and ability to load, ride and unload safely.

Skiing is a positive environmental experience. Please help us care for the environment.

Colorado law prohibits riding the lifts or skiing while under the influence of alcohol or drugs.

Colorado law requires that you give your name and current address to a ski area employee before leaving the vicinity if you are involved in a skier collision resulting in an injury. Witnesses are encouraged to contact a ski area employee.

Do not enter closed lands adjoining a ski area.

Do not disembark from a chairlift except at a designated area. This is a partial list. It is designed for your own protection and endorsed by the National Ski Areas Association, the National Ski Patrol, the Professional Ski Instructors of America and the American Association of Snowboard Instructors. Please be safety conscious and "Ski Friendly."

THE SAFETY OF OUR GUESTS, EMPLOYEES & VOLUNTEERS IS OUR #1 PRIORITY - PLAY IT SAFE!

VOLUNTEER HOST APPEARANCE CODE As ambassadors of guest service, you are expected to maintain a very high standard of appearance and conduct. In order to do business in the most professional and customer-friendly way possible, we expect you to adhere to simple guidelines and standards to ensure a consistent and productive working environment. You will be provided a uniform jacket and nametag.

All Hosts are required to wear a uniform jacket whenever on duty. o Jackets must be worn on duty and must be returned at the end of the day. o Jackets must be worn zipped up, including all pockets. o Hosts must wear an approved snow sports helmets while on mountain duty. A loaner

helmet is available if you don’t own one. No stickers may be visible on personal or placed on loaner helmets.

o Your RFID Volunteer Pass must be in your Host jacket at all times.

Nametags are issued and must be worn while on duty. Wear it attached by Velcro to the outside of the jacket and check periodically throughout the day to verify you still have it on straight and securely. Nametags are part of your uniform and may NOT to be worn when off-duty. (You may choose to either leave your PIN nametag in the Host meeting room, or remember to bring it each day.)

Hosts must provide the following mandatory appearance requirements to supplement the jackets and nametags: BLACK pants, shirts and accessories. Helmets may be any color. Anything visible while in uniform is considered an accessory, including hats, gloves, fanny packs, neck warmers, under garments etc. If you choose to wear a Host Uniform vest only, you must wear an under garment with plain black arms with no logos.


COMPANY APPEARANCE GUIDELINES

The following company-wide appearance guidelines have been established to further our goal in providing a high-quality experience to our guests.

Personal Hygiene:

Personal and oral hygiene are vital to good, professional grooming,

Extreme or offensive odors, including natural or artificial fragrances, are not acceptable to our guests and co-workers. Examples are, but are not limited to: patchouli, excessive cologne/perfume and offensive natural body odor.

Hair:

Hair is to be maintained in a neat and clean manner at all times.

Short styles must be kept neat and maintained.

Hair that extends to the shoulder and below must be pulled back.

Hair must remain out of the face.

No radical styles or colors are allowed. Examples are, but are not limited to: Mohawks, unconventional cuts, unnatural coloring of hair.

Facial Hair:

Neatly trimmed mustaches are acceptable. An example of an unacceptable style is a handlebar mustache.

Face must be clean-shaven if you choose not to wear facial hair.

All facial hair must be fully grown-in at time of hire or while off-duty.

Traditional, classical sideburns must be kept trimmed, neat and clean, not to extend below the bottom of the ear (e.g., no chops).

Radical facial hair is not allowed. Examples are, but are not limited to: braided and pony-tailed beards.

Jewelry:

Tongue piercing is allowed as long as size does not exceed one 5mm stud. Must be able to communicate clearly and must not “play” with tongue ring as to distract guests and co-workers.

Small, discreet nose studs are allowed as long as size does not exceed 3mm.

No other additional visible face piercing is allowed.

Radical earring styles or number of piercings in the ear are not allowed.

Earlobe stretching is not allowed. Holes are not to exceed 5 mm. Ear plugs or covers over holes (up to 5mm) are recommended.

Excessive and offensive jewelry is not allowed.

Ornate clothing accessories including, but not limited to, spiked belts, spiked bracelets and wallet chains are not allowed to be worn with uniforms.

Tattoos:

Visible tattoos may not be of an offensive and/or controversial nature. Tattoos exceeding these parameters must be completely covered by clothing.

No more than 2 tattoos are allowed visible at a time.

Tattoos may not be larger than 6 inches.

Visible “Tattoo Sleeves” are not permitted.

Visible tattoos located above the shoulders are not permitted.

Tattoos containing or depicting the following are examples of non-permitted tattoos: death, sex, drugs, alcohol, witchcraft/voodoo, pain, suffering, violence, nudity, or adult language. This list is not intended to be all-inclusive.


General:

No swearing, smoking, chewing (gum or smokeless tobacco), in public when in uniform.

Makeup and nail polish should be worn in good taste with no radical styles. Examples are, but are not limited to: gothic and punk styles. Men are not allowed to wear makeup or nail polish.

Pants, including snow pants, must be worn appropriately around the waistline.

No tongue splicing allowed.

Departments may have additional appearance guideline restrictions due to safety and health codes.

All appearance guidelines are ultimately up to management discretion.

Hosts are expected to maintain a clean and professional appearance and understand that they are on-duty only when appearance standards are met.

PERFORMANCE STANDARDS Professionalism Attendance/Assignments Continual Learning Communication Ski & Ride Ability Enthusiasm and Engagement

Performance will be considered acceptable when the following expectations have been met:

First contact - with guests and anticipate needs. Always approach guests when potential for assistance is indicated.

Positive Attitude - Maintain an upbeat, friendly and congenial attitude with guests and other employees.

Reliable Information - Provide current, accurate and useful information to all guests. Do not guess or give wrong info; find out.

Continued Learning - Take personal initiative to learn as much as you can about the resort, town, and valley.

Set an example on the slopes –Attentively roam the green and blue trails in your assigned zone, ski and ride within your ability, and observe the “Your Responsibility Code” and the Colorado Ski Safety Act.

Report to assignments on schedule - in accordance with our uniform and appearance standards, with the resources you need or are assigned (radio, question sign, etc.), and remain flexible to changing needs.

Follow-up to ensure completion of the following Host responsibilities: o Learn names and locations of all chairlifts, trails, and points of sale; know and be able to

describe easiest routes and closest restrooms, etc. o Maintain stocked levels of maps at the lower ticket office and on mountain. o Pick up trash.

Maintain daily communication with the Host Lead to update information, report operational concerns and safety hazards, and inform of any other problems.

Honor decisions made by Winter Park Resort; remember you represent Winter Park Resort when you are hosting and in uniform!

All Volunteer Hosts are expected to conduct themselves in a manner that reflects positively on the image of Winter Park Resort and the Guest Experience Division. Failure to meet expectations with regard to personal conduct may be grounds for dismissal from the Team.

Consuming alcoholic beverages is strictly prohibited when hosting and during lunch break and is grounds for immediate dismissal including forfeiture of season pass benefit. Wait until you have checked out for the day and are out of uniform.


DAILY SCHEDULES AND ASSIGNMENTS You are required to fulfill your 10 hosting days plus training commitment over the course of the season. If you cannot host your scheduled days, communicate immediately via email: [email protected] Put “schedule” in e-mail subject line and offer a replacement day from the schedule “open” days. Check the schedule on the Host website frequently for new open days, as the schedule is updated frequently, often daily. The Host website contains pertinent hosting information, including monthly schedule. You must check-in no later than 7:45 am in the Host meeting room on the 3rd floor of Balcony House. Your duties run from 8:00am to 5:00 pm with a 1-hour break taken mid-day. Daily briefing meeting starts promptly at 8:00am in the Host meeting room or adjacent lounge. Punctuality and regular attendance are essential to the success of our team. To receive credit for each host day you must sign in and out, check out and use a radio and wear a Host uniform jacket or vest. The Host Lead will make duty assignments for the day. Tell the Lead if you need to change; DO NOT trade or rearrange assignments yourself. View the magnetic assignment board for duties and write yourself reminders of where to be and when on your daily host report form provided. When an unforeseen emergency or illness occurs, you must call. You can leave a voice mail message at any time on the Host line, (970) 726-1571. You must arrange with the Host Lead to make up missed days. Example timeline of a typical day:

7:45 – 8:00 Sign-in and prepare for day with resources, assignments, appropriate clothing 8:00 – 8:15 Briefing meeting and update 8:30 – ~10:00* Guest Contact Areas (as assigned) * Welcome guests and direct as needed. ~10:00* – 10:30 Change footwear/equipment and move to next assignment. 10:30 – Noon Ski/Ride designated trails in your assigned morning mountain zone, while

assisting guests at the map kiosks. If assigned Tour Guide, be sure to load lift in time for 9:30 tour start time. 12:00 – 1:00 Lunch with other hosts or a friend but try to use occasion to mingle with

guests – sit at large tables rather than 2-tops. 1:00 – 2:30 Ski/Ride designated routes and trails in your assigned afternoon mountain

zone, while assisting guests at the map kiosks. 2:45 – 3:00 Change footwear and clothing for farewell duties. 3:00 – ~5:00* Farewell duty/End-of-day directional help for guests. 5:00pm Return all hosting items and sign out in host meeting room. *Until Lead Radio Call

Be prepared to stay until 5pm when busy. On slower days you may be done earlier based on radio call

from Lead.

mailto:[email protected]


MORNING MEETING

Check-in time of 7:45am is recommended (especially on weekends and holidays). Daily briefing commences at 8:00am sharp! Be out the door no later than 8:25 am. This is especially important on weekends and holidays when lifts open at 8:30 am.

Respect the Host team by arriving on time - call when you know you are running late.

Use sign-in desk to pick-up and leave papers.

The meeting room is secured with a combination door lock. Leave the door locked when the room is unoccupied and do not share the combo with anyone other than a fellow Host.

Do not access the Host locker room through the Board Room.

By 8:00am sign-in– this is the only record you were here; without it you do not receive credit.

View magnetic assignment board for your duties and assigned radio number.

Get a “Daily Host Report” and write yourself a reminder of your zones, where to be and when.

Grooming Reports and Event Calendar can be accessed online at winterparkresort.com

A radio is assigned to your name on the magnet board, check out the correct numbered radio and record radio number on the sign-in sheet. Take a pocket radio laminate card.

Your Host season pass is required for both lift access and any resort benefit/discount.

Check the dry erase message board for any new memos. Please stay focused during morning briefing meeting and save personal stories, suggestions and guest feedback for the end of day recap.

MORNING BASE DUTY

Leave the Host meeting room no later than 8:25 am and be in position ASAP. Hosts must be with the guests during the busy morning arrival time. Hosts are assigned to high-traffic areas and essential duties include greeting guests, personal assistance, offering trail maps, litter pick-up, spreading ice melt, checking ticket and lift lines, and giving directions (Kid’s Ski & Ride School, Guest Services, restrooms, lockers, cafeteria, telephones, ATM, etc.). Some specific assignments include facilitating traffic flow in Kid’s Ski & Ride School, Willie’s Cab pick-up/drop-off points, and occasionally assisting employees (traffic control, parking, lifts). Listen for radio call from Lead to return to meeting room between 10 am and 10:30 am to gear up for on-mountain duties. Remember, the primary goal of hosting is to make first contact. Don't wait for guests to approach you. Anticipate needs, offer helpful hints, and KNOW plenty of answers. Base duty affords us an opportunity to exceed guest expectations from the minute the guest arrives. If in doubt, call the Lead on duty when you need any kind of assistance! Speak first

Greet everyone. Approach as many guests as possible; offer to help.

Provide clear & helpful directions to most relevant locations.

Identify visual landmarks such as “flag pole, etc.”

Assist with equipment/mobility – help families with small children.

Assist with trail map/trail suggestions AFTER qualifying guest skill levels.


Be visible

Wear proper uniform and nametag (see Appearance Standards).

Use Question Mark (?) sign for best visibility.

Spread out, do NOT mingle or chat with Hosts.

Adhere to assigned zone(s): o Cabriolet & Town Bus Arrival/Departure area Willie’s Shuttle stop.

Primarily inform families of shuttle and help them load gear & kids Introduce yourself to Willie’s Cab driver Greet all guests arriving from that end of the base area

o South End of Breezeway between Starbucks & Winter Park Resort Rentals -Village Point out nearest Lockers & Restrooms, and provide ticketing, rental & adult S+RS

lessons options in Winter Park Resort Rentals – Village o Outside Lower Level Balcony House Ticket Windows

Monitor map boxes by outside ticket windows and restock from Depot as needed. o Between the Balcony House and West Portal by Ski & Ride School Tower o Kid’s Ski & Ride School, bottom of outside stairs by flagpole o Near base of main stairs to the Balcony House o Sunspot Map Kiosk

Safety concerns should be fixed if possible and/or reported to the Lead Host. Use ice melt from containers by Security or Eskimo Club for icy spots.

Amtrak® WINTER PARK EXPRESS SKI TRAIN GUIDELINES

The Amtrak® Winter Park Express Ski Train will begin service from Denver’s Union Station to Winter Park Resort on Saturdays and Sundays beginning January 5, 2018 and will end March 25. It will also run on the first Friday of each month starting January 5th. It will arrive at Winter Park Resort approximately 9:00 am and departs approximately 4:30 pm at the platform just north of West Portal Station, approximately where Mt. Maury was located during previous seasons. More specific information about the ski train is at https://www.amtrak.com/winterparkexpress.

Amtrak® Winter Park Express Guidelines for Hosts:

One or two Hosts will be stationed on the west side (Gemini side) of the safety berms (the large rock structures) for their morning or afternoon duties. Hosts will cheerfully greet our train guests and help them find their way to the ticket windows, lifts, or any other assistance you can provide.

All WP staff and guests, excluding Amtrak officials, are not permitted AT ANY TIME to enter via the entrance gates, or be present in the berm pathways, or on the platform. This area is supervised only by Amtrak personnel and not Winter Park employees or volunteers.

When Winter Park Express train is not at the platform, no one is permitted in the area between the berms and tracks or on the platform. This is a rule designated and enforced by Amtrak. It is a safety concern since freight trains do not slow down as they pass the platform and is considered trespassing.

We are thrilled that some of our Winter Park Volunteer Hosts will also serve as Winter Park Express Train Hosts, originating and concluding their day in Denver. If you are not serving as a Mountain Host, please be mindful of the high traffic transition times for the Mountain Host Team, and avoid using the Host Office/Room during these busy times, 8:00am – 8:30am, 10:00am – 10:30am and 2:30pm – 3:00pm. Thank you.

https://www.amtrak.com/winterparkexpress


ON-MOUNTAIN HOSTING

From approximately 10:30am until 2:30pm, depending on other assignments, you are assigned to a mountain zone. When skiing and riding on the mountain, Hosts have a variety of responsibilities. Our goal is to make contact, offer aid, assistance, and service wherever needed. APPROACH GUESTS - whether individuals or groups. If there are no immediate questions, make conversation. If there appears to be a problem, offer to help. Help may include gathering gear after a fall, scraping/brushing snow from boots, gathering equipment, assisting with putting skis back on, offering directions, educating skiers about safety rules, or contacting patrol (via Lead Host) for patrol assistance.

Do NOT make equipment adjustments – you MUST refer the guest to a qualified rental technician

Let these Best Practices guide you in your highly visible on-mountain Hosting:

Anticipate the needs of guests by Hosting in high traffic areas that are heavily traveled, particularly by beginners and intermediates.

When guests have trail maps open or are at the map kiosks, stop to offer help.

When guests are sitting down or stopped on the trails, check to make sure they are okay.

Ask guests if you may ride the lift with them, (avoid Hosts, friends and employees).

Make a habit of stopping every time you approach a map kiosk to assist guests: help them plan their next run, provide map reading assistance, and offer suggestions about trail selection. Point out available services or maybe just comment on a beautiful day. If you slide by and there are no guests, wait a few minutes - they will show up! By reporting to the trail map kiosks in your zone on the hour, Hosts create consistent opportunities to make guest contact.

Confine your skiing to green and blue trails ONLY – NO Blue/Black or Black Trails!

Make conversation with your internal guests (lift ops, patrol, etc.) too! Greet your co-workers by name. Encourage other employees to have fun at their jobs.

Remain flexible and check your radio periodically to make sure it is on, volume is up, and you are on correct channel and zone. Initiate a radio check once in AM and again in PM on busy days. As needs arise you may be called to a specific area or project.

Please pick-up trash (maps, bottles, and plastic), rocks and branches on the trails.

Try to place slow signs and bamboo up right when they are down. Move items to the side of the trail if you are unable to get them to stay up. Please use emergency phone boxes to call Ski Patrol to alert them to fix the problem or radio the Host Lead.

In general Hosts should travel solo to cover as many areas of the resort as possible. On busy days, Hosts may be paired up to tag-team the same zone. Some strategies to remain approachable and attentive to guests while hosting in tandem:

Continue to ride lifts with the guests, not another Host.

Ski/Ride on different trails to the same lift or cover opposite sides of the same trail.

All Hosts have radios, so you can cover the same zone with minimal contact.

If weather conditions are extreme, take care of yourself and keep an eye on our guests. Severe weather conditions may require that you take frequent warm-up breaks. Wear appropriate clothing and accessories. Frostbite and hypothermia require immediate care; don't hesitate to approach someone who shows signs of either condition. Guest contacts can be done inside warming huts and cafeterias, while you are warming up.


Recognizing Frostbite - Exposure to extremely cold temperatures for prolonged periods of time causes frostbite and the risk becomes greater as the temperature drops and the wind increases. Your role is limited to advising the guest of the vulnerability and alerting Ski Patrol.

ACCIDENTS AND INJURIES – 10-50’s Often, you may be the first person on the accident scene, or viewing it from a chairlift. Know how to respond quickly and effectively:

Safety – take care of yourself!

Protect yourself from blood borne pathogens from an injured guest. Nitrile gloves are available in the Host meeting room, and you are encouraged to carry a pair in your fanny pack or pocket.

DO NOT move the patient or administer medical aid. Inform the guest you are there to help and will call patrol. If CPR is required and you have a current CPR/AED certification, you may choose to begin CPR and/or use public-use AED until ski patrol arrives.

Before calling Host Lead on radio, be ready to report the following information: o Who - you are, and that you are at the site of an injury, or viewing from a lift or can see

further down a trail o Where – the exact location, be precise, look for trail signs, trail junctions, lift tower numbers

to pinpoint your exact location, including which side of trail. o What - Nature of Injury (knee, head, wrist) o Why - Was it a collision? (try to keep other party involved at scene or get their contact info) o Age - (child, teen, adult, senior); these are the ONLY 4 categories! o Gender - Male/ Female o Skier/ Snowboarder o Identifier - Coat color or description if another call is made about the same incident

"SAILS" - Use this acronym for the information you need to report to the Lead Host.

S - Sex: Male or Female

A - Age: Child, teen, adult, or senior.

I - Incident and/or Injury: Knee, head, collision, etc.

L - Location: Be specific (give tower # or landmark)

S - Skier or snowboarder

Decide whether to telephone patrol directly (via an emergency phone or cellphone) or radio the Host Lead to relay the message. Factor in whether radio traffic is busy, where the nearest emergency phone is, can you call by cell phone 970-726-1480, how severe the injury is, whether the injured party has other people to wait with them.

See RADIO USAGE (p. 16, Example 3) for more detailed instructions on correct radio protocol.

After calling on your radio, or patrol phone, get someone to stand or place crossed-skis 10 to 20 feet uphill of the accident. This will signal patrol, as well as oncoming skiers/riders.

WITNESSES: If there was more than one person involved, a serious injury or if it involves a chairlift or obstacle try to retain any witnesses. They will need to fill out a witness report with patrol and can either wait for patrol to arrive or minimally give you their name and contact info for you to pass on to patrol. If they can stay, when patrol arrives and after patrol has evaluated the injured party, identify the witness to patrol. If they ask you to assist with the witness card, let the witness fill it out but have the patroller check it before they leave (it may be 2-sided). Always carry 2 witness cards along with a pencil every morning.


What to do when YOU are injured while on duty… All host incidents, injuries and collisions MUST be reported to the Host Lead before end of host day, and ALL injuries that occur while hosting must be seen by WP Ski Patrol. As Hosts are not covered by Workers’ Compensation, Hosts may choose any doctor if necessary. Host Leads must notify their Supervisor before end of day, and the incident is referred onto our Risk Department to be reported correctly, based on OSHA guidelines.

NON-INJURY ASSISTS – 10-46’s

Before assuming that the guest is not injured, ask if he/she is having any medical symptoms like having trouble breathing, having chest pain, or any other signs of medical trouble. Treat the above like a medical response and make contact with Patrol immediately. Diabetic or heart conditions, hypothermia, and altitude sickness may not be readily apparent. If you are suspicious or unsure, radio for help!

EQUIPMENT PROBLEMS If a guest has difficulty getting their ski or snowboard back on, check for snow pack under their boot. Most effective scraper is a credit card size piece of plastic. You may help them re-cock the heel piece. Hosts are NOT permitted to adjust bindings for guests. However, it is important to be familiar with many different types of bindings to assist guests with stepping into their equipment after a fall. If a guest is having binding problems and wants to adjust them, please refer them to the nearest self-service tool bench or offer them use of your tool. Tool benches are located at the top of the Zephyr Express, the warming hut by the base of the Olympia Express, at Snoasis by the lower entrance, at the top of the Super Gauge near Mary Jane Ski Patrol Headquarters, and at the base there is one near West Portal Rentals. It is important to explain that we are not authorized to make equipment adjustments. You can refer guests to the nearest shop location for professional assistance, do not make adjustments yourself. If a guest has a more difficult binding problem, prohibiting them from safely descending the mountain, follow the protocol below for a non-injury assist. For uninjured guests needing assistance, usually out of their comfort zone or with broken equipment, you have several options to help:

When the guest is on terrain over their ability and near an easier trail, if the guest is game, you might suggest skiing slowly, perhaps even walking, and accompany them to the easier terrain. You may coach, motivate and encourage the guest. DO NOT GIVE SKI INSTRUCTION or physically touch or assist guests. Encourage a lesson and show them terrain more suited to their level.

If the guest is near the top of a lift, suggest “downloading” to the base. o Zephyr, Super Gauge and Gemini are download chairlifts. o DO NOT download an injured guest. o The lift operator must be notified that the guest would like to download before guest

approaches the moving chairs. o You may offer to walk with them to the lift and/or carry their equipment down and place it

in a specified location. If skiing, riding, walking, or downloading are NOT options, call Host Lead or WP Ski Patrol to request a 10-46 (non-injury) assistance. Remember, to do this either radio the Host Lead to relay the message to Patrol or use a telephone (lift shack or cellphone, for example) to call Ski Patrol Dispatch (numbers included on pocket radio sheet) . Ski Patrol’s priority is medical assistance; depending on injury volume, there may be a wait to get a ride for a non-injured party. If calling Patrol directly, please be sure to inform your host lead as well so they are attuned to the situation.


PUBLIC USE AEDS

Automatic External Defibrillators are in public areas around the Resort and Village. AEDs are intended for use by anyone who has been trained in AED/CPR but anyone can bring an AED to the scene. AED Locations:

Winter Park/Mary Jane Bases o Balcony House: Main level by stairs to Upper Balcony House, to the right of Ladies’ restroom. o West Portal Station: Moffat Market Cafeteria near indoor climbing wall. o Mary Jane Day Center near Guest Services and restrooms. o Mary Jane Vehicle Maintenance shops by time clock and stairway.

On Mountain o Sunspot Lodge to the right of the Coffee Bar. o Snoasis Restaurant to the left of the bar near main entrance. o Lunch Rock Restaurant near main entrance.

Village/Lodging o Village Parking Garage, Level 1, in restroom hallway. o Village: Along the Village path in the restroom hallway between the ZML Riverside entrance

and Rendezvous Club entrance. o ZML: One in Riverside and another in Slopeside. Both are on ground level, near elevators. o Vintage Hotel at registration/front desk.

AUTHORIZED LIFT LANE USE

Any employee, in uniform and performing their duty, is permitted to use the “Authorized Personnel Only” lift line access gate. Departments are charged with policing this policy themselves. As a Volunteer Host, you will not be asked to “police” the lift line, but rather to expedite it as best you can in your usual upbeat, humorous way. Hosts are not permitted to cut lift lines, even if you need to get somewhere on time. Even if lines are long, you must wait in line with guests. Cutting lines is grounds for disciplinary action, including dismissal.

DESIGNATED ROUTES POLICY Hosts must focus their skiing /riding on green & blue trails, as well as map kiosks, where guests need us the most. Green (easiest) terrain must be used for skiing/riding between locations while on-duty. If no green terrain is available, blue (intermediate) terrain may be used. Black (advanced) terrain may NOT be used. A Host may access other terrain, terrain features and terrain parks ONLY when off-duty. Unless specifically and temporarily authorized by the Lead on the day, a host is considered outside the course and scope of their duties in the following cases: use of Terrain Park features, use of blue/black (more difficult), black (most difficult) or double black (extreme/expert only) terrain, use of glades or tree-skiing terrain not on a named trail. If a host fails to follow the guidelines above, disciplinary action up to and including dismissal may result.


MID-DAY DUTIES

Team Tissue: Greet guests as they enter the Lodge at Sunspot and offer a tissue. This duty usually lasts ~30 minutes. Stand just inside the main doors near the lounge stairs. Tissue stock is located at the location where you are performing the duty. Lift Line Corral: Hosts may occasionally be assigned to stand at the entrance of a lift corral to greet guests, answer questions and encourage alternating at the pinch points of the corral. Positively affect the energy level of others by staying up beat! The most important image you can project

is: “I love this place, and I love what I do.” On-mountain hosting Tips:

Always carry extra trail maps in your pockets to distribute as needed.

Learn all trails and lift names; know directions from any given spot on the mountain to another.

Ski every Green run to familiarize yourself with parts of the mountain you may not know!

Inform yourself about area history, orientation to our location (Continental Divide, Rocky Mountain National Park, relation to Mary Jane and Vasquez Ridge), the Tour Center, on-mountain restaurants, cross-sell information, summer activities, and basic weather information.

Review radio procedure to help with injury or non-injury needs on the mountain. Keep a radio laminated card handy with 10-codes and channels. Use the red emergency phones or use a lift shack phone if you are not comfortable with or do not have a radio.

Ski Patrol may also be contacted via cell phone. The WP Ski Patrol number is on the trail map, 970-726-1480. The Mary Jane Ski Patrol is 970-726-1486.

AFTERNOON FAREWELL DUTY Change to walking boots and be out at the base by 3:00pm unless otherwise assigned. Hosts may have earlier or later times, as assigned via the duty board. Speak first

Approach as many guests as possible, offer to help.

Thank guests for coming, ask about their day, and invite them back to visit us again!

Provide directions to parking lot shuttles or to the bus lane.

Help inform guests of bus schedule and bus stop information.

Encourage guests to provide e-mail guest comments at www.winterparkresort.com.

Be visible - Hosts are stationed along guests’ exit routes to wish them well and thank them for coming. Afternoon farewell duty is an important complement to morning base duty. As important as it is to say "Welcome!" to guests, it is also important to say "Have a great evening! Thanks for spending the day at Winter Park!" Remember that 68% of all guests who leave - never to return- left because they did not feel welcome and were not invited back!

Farewell duty leaves a lasting, positive impression on our guests, but can be one of your coldest assignments. Please be prepared to work outside, in cold temperatures, for up to 2 hours. DON’T wear ski boots. Farewell duties generally begin at 3:00pm, however occasionally, we have an early rush and you may be called off the mountain earlier by the Host Lead. Farewell duty should bring out the ANIMATED entertainer in you. Play trivia, tell jokes, ask questions, offer directions, suggest evening activities, pick up litter, and maintain safety by keeping guests out of traffic lanes.

http://www.winterparkresort.com/


“MEET-THE-MOUNTAIN” FREE GUIDED TOURS Hosts guide guests on orientation tours of Winter Park Resort from the map kiosk at the top of the Zephyr Express daily at 9:30am and 12:30pm. Tour signup including mandatory liability waiver form is at the Sunspot Map Kiosk. It is important to turn in the signed liability waiver at the end of the day. Tour Objectives

1. navigating between our different mountains, 2. how to get back to the base from various locations 3. trail map interpretation 4. an explanation of available services and facilities 5. favorite trails 6. geographic points of interest including compass directions

Tour Stops 1. Vista Dome 2. Top of Pioneer 3. Top of Olympia 4. Entrance to Corridor on MJ Trail 5. Lunch Rock 6. Top of Panoramic Express (if included)

For guests new to Winter Park, this free tour is a great way to meet our five mountains. Hosts should encourage guests to join a designated tour group at the Trail Map Kiosk at the top of the Zephyr Express Chairlift at 9:30am or 12:30pm. Please do not arrange your own ad hoc tours, rather support the host with the tour assignment for the day. Be sure guests know to arrive at the Kiosk 15 minutes before the scheduled tour to sign a liability waiver and meet the tour leader. Every host should be ready, willing and capable of leading a tour. Special groups, ski clubs and VIP tours may be arranged through the Sales or Media Departments, and Hosts will be assigned to lead these special tours as needed. Tour leader assignments are made by the Host Lead each day to Hosts with proven appropriate skier/rider ability levels. You must be comfortable and proficient on at least blue terrain to lead a tour. If you are a new Host or a returning Host who has not conducted many tours, you will be assigned to “shadow” 1-2 tours before leading your own. However you are expected to be able to lead a tour any day.

MOUNTAIN TOUR PROCEDURE

1. Meet at the Sunspot Kiosk at 9:15am, 12:15pm, or at the designated special group time. 2. Introduce yourself by name and job title. “Welcome to My Office here at . . . ” 3. Liability release signature from all participants and take blank forms with you in case you pick up

more guests mid-tour. 4. Ask guests the following questions:

a. What is your name? & where is your home? b. What would you like to experience on this tour? c. Are there any beginner skiers in this group?

If so, do not take on tour and recommend ski school as an alternative activity. d. Does everyone have sunscreen on? Always have some in your pocket. e. Stay Hydrated – Ask for a water-stop if you do not have any with you.


f. Tell guests, “We are going to take a general overview and orientation to the resort, learn more about how to best use the trail map, and highlight major points of interest. We will start on beginner/low intermediate trails and may work up to blue intermediate trails. Advanced/intermediate trails may be pointed out during the tour, but will not be travelled while on tour.”

g. Guests can head out from the tour at any time; there is no obligation to stay. However ask that they inform YOU prior to leaving the tour!

5. Tell the tour group which lifts you will ride and where you will meet after getting off lift.

Example: “We will ski down the Cranmer trail and re-group uphill of the Village Way intersection. From there we will ski to the Prospector Express & meet at the top on Vista Dome!” Note: Always meet at the top of lifts – not the load area!

6. Always tell guests what trail you will ski and not to pass you for the first few runs. Tell them what lift you will ride after that run in case they lose the group.

7. Radio the Host Lead if you need to split the group by ability level and arrange to meet a backup tour host on Vista Dome.

8. TRY to avoid using the same trail during a tour, every run should be on a new trail. 9. Avoid long traverses with snowboarders. Have the group meet in a place the boarders can buckle

up and slide from. 10. Use high speed quads wherever possible, avoid slower lifts. 11. Tell guests about trail/resort history, trail names, etc. 12. Point out the restaurants, terrain parks, half pipe, major peaks, and other points of interest. 13. Point out the Continental Divide and its significance. 14. Ad-lib as you go according to the needs of the participants. E.g. is everyone warm? Do we need a

bathroom break, hot chocolate? 15. Try to cover as many areas of the mountain as possible. 16. Preferred Route Plan:

a. Outline the route you will be taking at Sunspot Map b. From Sunspot down Cranmer to Prospector Express –STOP on Vista Dome. c. Jack Kendrick to Mock Turtle to Tin Horn to Pioneer Express – STOP @ Top of Pioneer by

Emergency Phone d. Gunbarrel to Lower Lonesome Whistle to White Rabbit then Down White Rabbit to Olympia Lift

– STOP at top of Olympia near Mary Jane Trail Historical Description e. Down Mary Jane Trail, STOP at Junction with Corridor then to Super Gauge STOP @ Top f. Down Edelweiss to Panoramic Express – STOP @ Top g. Panoramic Express (early is best) down skier’s right to Forever Eva or Parry’s Peek h. Up the Sunnyside lift to Whistlestop to Lariat – END TOUR – review route at Map

17. Adjust pace to the group needs or desires but goal is complete the tour. 18. Be sure to thank guests for visiting Winter Park and invite them to return, summer and winter!

RADIO USE/PROTOCOLS

Radios are an expensive and valuable piece of equipment that should be handled with care. Radio protocol dictates that communications are kept short and exact as there is a finite number of communication channels that can be activated simultaneously. Ski Patrol and all other radio equipped groups are competing for those connections. Whenever possible, on-mountain telephones should be used to keep radio airtime to a minimum. Every lift shack has a telephone. Cell phones work also. Specific call numbers are listed below for practice and review. Hosts use the 12-00 call number series on channels 1 & 2 of Zone


The Host Lead's call number is 12-5. Each Host’s call sign is 12-20 and his/her name. Zone 3 Channel 1 is the public radio frequency used by the Volunteer Host program. Your radios should be tuned to this channel throughout each hosting day. You may occasionally be asked by the Host Lead or another Host to move to Zone 3 Channel 2 for an offline discussion. (Example: to coordinate joining an in progress Mountain Tour) Radio "10-codes" are a short way of conveying a lot of information and call codes should be memorized and used consistently. Help us keep the privilege of using radios by exemplifying proper, concise use. All Hosts carrying a radio should monitor their frequency, taking care not to initiate a transmission until the previous user has acknowledged a 10-4 or has cleared the channel using “12-20 CLEAR”. Don’t interrupt communication.

Changing Zones: To change to Zone 1 Channel 1 (Ski Patrol), press P1, then the left arrow twice, and

then press OK to get to Ski Patrol and the daily weather report. To get back to “Guest Svc Host”, press P1 then right arrow twice then OK to return to Zone 3, Channel 1. By following proper radio protocol, the following objectives will be met:

A. Guests within earshot of radios will be not be alarmed by accidents or internal operational concerns.

B. Radio transmissions will sound professional to the staff and to FCC and WPR executives monitoring the transmission.

C. Unnecessary conversations will be limited so the system is clear for urgent transmissions. D. Host-to-Host radio transmissions must be limited to Guest Service issues ONLY.

Volunteer Resort Hosts Radio 10-Codes Tutorial Example 1: How to start any radio call.

Listen to see if Zone 3 channel 1 is clear. Press talk key, hold, and pause for 2 sec to wait for tone to end. Announce the person’s number you are calling, then state your own number: “12-5, 12-20 Smith”, pause, then release talk key. Hear “Go ahead 12-20 Smith” OR “Go Ahead” You say your question or state why you are calling. Hear reply and continue dialog. Conclude with “10-4” meaning OK.

Example 2: The Lead Host wants to find out the location of Host Smith. Hear “12-20 Smith, 12-5” You Say “Go ahead 12-5” You may hear “What’s your 20, or 10-20?” meaning what is your location? (See the radio codes below) You Say e.g. “I am on the Prospector Express” You may hear something like “Relocate to Cranmer Cutoff to block the “hole.” You say “10-4, 12-20 Smith clear.” (“Clear” indicates you have completed your call.)

Example 3: Host Smith encounters a skier that requires Ski Patrol on Winter Park side. On zone 3, channel 1 – pause, listen for other speakers - proceed if clear Say “12- 5, 12-20 “YOUR SURNAME”” (Example: “12-20 Smith”) THEN pause & listen. Hear “Go ahead 12-20 Smith.” Say “I have a 10-50. A male snowboarder, teenager, knee injury on Cranmer about 30 yards above Village Way on

skier’s left.” The Host gave accurate details using the acronym SAILS (sex, age, injury, location and skier/snowboarder).

The Lead will say something like “I will call Ski Patrol. Wait with the injured person until I make that call.” You or have a bystander go 10-20 feet uphill and cross your skis as a visual signal for ski patrol and other


skiers/riders. You may receive other instructions.

To end a communication: Once you have received and understood a message, finish the transmission by stating, 10-4 as appropriate. If you are unable to reach the party you have called, clear the NET as follows: “12-20, Smith, Clear.”

USEFUL PHONE NUMBERS and RADIO CODES

USEFUL PHONE NUMBERS RADIO CODES Host Lead Office x1571 or 970-726-1571 Radio Code Meaning

WP/Sunspot Ski Patrol x1480 or 970-726-1480 10-4 Message received and understood. Mary Jane Ski Patrol x1486 or 970-726-1486 10-7 Out of service.

Kid’s Ski + Ride School x1708 or 970-726-1563 10-9 Repeat message.

WP Security x1500 or 970-726-1500 10-20 What is your location? WP Non-Med. Emergency X1600 or 970-726-1600 J1 At once, urgent.

Resort Information x1564 or 970-726-1564 J2 When convenient. 10-21 Call by phone, followed by J1 or J2.

10-46 Guest on wrong terrain.

10-50 Accident, injury or illness. 10-56 Intoxicated person.

10-61 Lift failure. 10-62 Lift is running to clear the line.

10-63 Lift operating normally, loading. 10-67 General information broadcast.

Code Red Life-threatening incident, rescue in

progress. CEASE ALL RADIO USE.

LOST CHILD PROCEDURES

A Host who encounters a lost child, whether at the base or on the mountain, should:

Determine whether the child was in a lesson by the Flaik GPS unit on their leg. The instructor should be no further than 300 yards away. Try to reunite the child with the class if they are in the proximity. If they are in a lesson and you cannot find the instructor, contact the Lead Host and they will call Ski + Ride School. Await further instructions.

If the child is not in a lesson, you should take the child to a busy and visible location. If you are in a building or restaurant stay in that location (such as an entrance) so parents/guardians or friends who are looking for them can see them. If you are on the mountain, contact Ski Patrol and if directed, escort the child to the base of the nearest lift and wait with the child.

Notify the Host Lead or Ski Patrol - Necessary phone numbers will be available at any lift shack or resort phone. Be prepared to report child’s name and age. See Lost Child Protocols below.

Await further instructions.

If the child is found on mountain take the child to the nearest lift and phone the appropriate Ski Patrol (WP/MJ) for pick-up and transport to Kid’s Ski and Ride School Sales Lobby in the blue building at the base area (KS+RS). Patrol may coordinate with the Host Lead to dispatch a Volunteer Host to escort found child to KS+RS. If a guardian reports a child missing, they should be directed to the closest of the following locations: Ski Patrol or KS+RS for search and paging coordination.


KS+RS staff will obtain the child’s name, guardian’s name(s), and circumstances of being separated. KS+RS staff will contact the parents by cell phone and/or use emergency messaging TV monitors and lift message boards to request they contact KS+RS. All interacting departments should reference the emergency messaging monitors and call WP Base Patrol to ensure other family members are not already being paged, or may be injured and with Patrol. KS+RS staff will seat the child in the designated lobby area and continue to interact with the child and provide for their welfare until the guardians arrive.

Known location of:

What to do Notice at Lifts

Radio fleet call

Parent looking for child

1. Contact the Lead Host, wait for instructions from the Lead Host, Ski + Ride School, or Ski Patrol.

2. Have child’s name and SAILS information ready.

3. Lead Host calls KS+RS and Ski Patrol to report.

4. Wait for instructions from Lead Host, Ski + Ride School, or Ski Patrol.

KS+RS Sunspot Patrol HQ (child’s description, age, last seen point)

Child looking for parent

1. Contact the Lead Host and stay in the general location where child was found. Wait for instructions from the Lead Host or Ski Patrol.

2. Have child’s name and SAILS information ready.

3. Lead Host calls KS+RS and Ski Patrol to report.

4. Escort child to KS+RS unless told to take child to a different location to meet parents.

5. KS+RS calls Clinic to make sure child is not there or en-route.

KS+RS

CODE RED PROCEDURE

Step 1: Code Red is announced via radio fleet call by patrol for a life threatening situation. Discontinue all radio use until code red is cleared. Step 2: Any Host who is at the scene or can assist with family members or witnesses should bring them directly to the patrol room to check-in. Step 3: If needed Katie Soles, Ski Patrol Risk Team, will coordinate with Tom Carey or Matt Anderson for family “social services” needs. Host Leads may be asked to assist if more help is needed. Hosts are usually only used for on-hill assistance. If you are asked to be in the patrol room, identify that you are available to help, be patient and wait for directions. NO SPECULATION OR ADDED DISCUSSION SHOULD TAKE PLACE ABOUT ANY INCIDENT. ALL INQUIRIES OR

COMMUNICATION MUST BE DIRECTED TO RESORT COMMUNICATION / PR STAFF ONLY.


GUEST COMMENTS AND HOST FEEDBACK Guest Comments - First and foremost, listen attentively without interruption. Often the situation can be diffused by sharing the story. For general guest feedback, suggest the guest click our “Resort Feedback” via our website at www.winterparkresort.com. This is the easiest and most direct way to have a comment sent to the appropriate department. They will receive a response. If the guest situation requires immediate attention or intervention, direct or escort the guest to a Guest Service Center and radio the Host Lead so other appropriate action can be taken. Include the general idea of any guest comments you receive throughout your Host day on your end of day report. These comments also get recorded and passed on. Host Feedback - As a Host you will witness both sides of high volume day-to-day operation, both from the guest’s viewpoint and from the operational standpoint. We value your feedback and rely on it to improve our operations. If something needs immediate attention, let us know! If your suggestions involve the bigger picture of mountain operations and frustrations, please find a time to speak with one of the Leads (afternoons are preferable to mornings) so we can give you our full attention. Emailing [email protected] is a very effective channel, as we take your suggestions and questions to a higher level or other departments to get the big picture and determine the reason behind the situation or procedure. Please know that your suggestions are valued and passed on. Please do not get discouraged when immediate changes are not implemented. Understand that many improvements may not be feasible and it may take time to analyze and integrate solutions. We ask for your input and we want your ideas, observations, and solutions. Remember, while you are in uniform you are an agent of Winter Park and are expected to honor Winter Park Resort policies and decisions. Please save and share your constructive criticisms and solutions for discussion with the Host Lead, not other Hosts or guests. Please resist the urge to voice feedback at the morning meetings. Time is of the essence in the morning to get briefed, answer operational questions, and meet and greet our guests. We work hard to create a positive environment and criticism is just as contagious as enthusiasm.

RFID PASSES

Q: How widely used is RFID (Radio Frequency Identification) technology? Answer: RFID technology is used in a wide variety of industries and applications. Recently, RFID has been added to some state driver licenses and passports. RFID has also been used extensively in toll collection, inventory control, building security, and library systems. Q: What is RFID? Answer: RFID is a small circuit integrated into the media card. When a guest passes through the SKIDATA access gate, this circuit will register, validate the ticket, and open the gate automatically. An employee has a screen to verify the pass picture. Guests should not put extra holes in their passes to hang from a lanyard because it will damage the wiring inside the pass. Guests should keep their pass in a separate, secure pocket between their shoulder and their knees. Guests should keep their pass away from credit cards, cell phone, or other electronic devices. Q: Which lifts have RFID Access? Answer: RFID gate access is available at the Zephyr Express, Arrow, Gemini Express, Challenger and Super Gauge Express chairlifts at Winter Park/Mary Jane. Additional base lifts have hand scanning RFID. More RFID pass information is available on your host website.


mailto:[email protected]


LOST AND FOUND If items are found at the resort, you are required to turn them in. The main Lost & Found office is located in the basement of West Portal Station.

Wallets, credit cards, keys and other forms of identification that are found should be turned in directly to Lost & Found a.s.a.p. Phones, cameras, iPods etc. go to Lost & Found. If Lost and Found is closed, deliver items to Security.

Season Passes should be turned into the Season Pass/Guest Services windows inside Balcony House directly.

Clothing and miscellaneous items should be turned in to Lost & Found.

Skis, snowboards and poles found on ski racks overnight are turned in to Security. Remember, do not promise a guest their item is in Lost and Found; just suggest they check. If their item is not yet found, they can fill out a lost item form to be contacted at home if the item is found. Loaner items are not available.

SECURITY AND THEFT MITIGATION While Security operates 24/7, the Security Office may be locked when officers are attending to other matters. If Security is needed and not open, call the Host Lead, who will get an ETA for their return. Any theft should be reported to Security. When helping the victim of equipment theft, keep in mind ski mix-ups happen a lot, especially with rentals. Often the situation is rectified at the end of the day. Winter Park Resort lift tickets are non-transferable and often illegally sold. Suspicious activity should be reported to Security office immediately. If you notice any suspicious activity, like someone carrying multiple snowboards alone, etc. contact Security with description and location. Be the eyes, ears, educators and reporters, but not the enforcers!

HARASSMENT POLICY

It is the intent of the Guest Experience Division that all of our staff members should be able to enjoy a volunteer atmosphere free from all forms of discrimination, including sexual harassment. Sexual harassment infringes on an individual's right to a comfortable volunteer environment and is a form of misconduct, which undermines the integrity of the volunteer relationship. No host or host lead, male or female, may be subjected to unsolicited and unwelcome sexual overtures or conduct, either verbal or physical. Causing harassment of any form is grounds for immediate dismissal from the Host Team.


OPEN/CLOSED TERRAIN ACCESS POLICY

When the Resort is open for winter operations, skinning up/down is permitted on any open trail during, before or after operating hours. Vehicles, snow grooming machines including winch cat operations, other skiers, snowshoers or hikers, terrain variations and unmarked natural or man-made obstacles are likely to be encountered and must be avoided. The entire access policy as well as an allowed devices list can be found on the resort website under explore the mountain\tips & safety. Complete open/closed trails status at www.winterparkresort.com A scan able QR code on the trail map takes guests directly to trail status. Sledding is prohibited at the Resort at any time with the exception of the small fenced Snow Play Park between Zephyr Mountain Lodge Slopeside and the Zephyr Lift. The Coca-Cola Tubing Hill near The Vintage Hotel is for provided tubes only and is closed after operating hours.

INTRAWEST MISSION STATEMENT Creating the best memories... again and again.

Volunteer Host Team Mission Statement:

To deliver exceptional and friendly guest service, with accurate information about Winter Park Resort and the Fraser Valley, to encourage repeat guest visits and to provide support to the Guest Experience Division.”

CORE VALUES Team Play - encourages us all to work together towards a shared vision, where every team member's contribution is

sought and valued.

Guest Loyalty - earned when we create the best memories for our guests, resulting in Intrawest being the

acknowledged leader in the leisure and specialty travel industry

Playing Safely - our first priority, ensures the safety of our guests, employees and assets

Employee Experience - is about creating a professional, challenging, rewarding and animated work environment

that fosters high employee engagement

Striving to be the Best - ensures excellence in all areas of our business

Financial Strength - is about continuously looking to maximize revenue and reduce costs

Integrity - is the quality of having a solid sense of honesty and truthfulness in each of our personal as well as

professional actions.



Winter Park....... A Unique History WPR has a long and colorful history. In the 1920s it was known as ―West Portal‖ and consisted mostly of shacks to house workers and supplies used to build the Moffat Tunnel. Seeking some excitement, adventurous enthusiasts came from around the state to experience the thrill of skiing on the forested slopes and logging roads around the tunnel site. It was easy to stay warm trudging up to the top of the steep slopes, and the construction shacks at the bottom served as cheery but rustic warming huts. Old pictures depict men dressed in knickers and women in heavy woolen dresses sliding about on skis made out of barrel staves. The smiles were as big in those old pictures as they are today. George Cranmer, Manager of Parks and Improvements for the City of Denver in the mid-1930s, envisioned the Winter Park area as a winter playground unequaled anywhere in the world. He saw the official dedication of Winter Park on January 28, 1940. It had just one lift, a T-bar, a half-mile long. The lift ticket cost one dollar. Denver and Winter Park experienced booming growth after the end of World War II and by 1947 boasted three T-bars and four rope tows. The city invested $147,000 into facilities that year. Challenges arose when the City found it impossible to keep up with managing and maintaining a resort on the opposite side of the Rockies. So a group of dedicated and prominent Denver citizens who escaped to Winter Park on weekends took an active interest in Winter Park’s future. Led by Allan R. Phipps, a group went to Denver’s mayor strongly suggesting that the City do something about Winter Park. Early in 1950, the idea evolved to operate the area as a private, nonprofit agency of the City, governed by a board of Denver citizens. An ordinance approved by the city council directed the Winter Park Recreational Association, composed of a 15-member volunteer board of trustees, to operate, maintain and develop the recreational area. The trustees hired Steve Bradley as executive director in 1950. Bradley, a four-way member of Dartmouth’s 1939 invincible ski team, brought his enthusiasm for the sport, foresight and inventive genius to the development of Winter Park and the skiing industry in general. His ―Bradley Packer‖ is recognized today as the prototype of mechanized slope grooming equipment. Photos of those early Packers and the young men who ―piloted‖ them are in West Portal Station. The 1950s and 1960s brought a host of new trails and lifts. The Balcony House was constructed in 1955 and is notable as the first building of any ski area to use the newly conceived principles of passive solar heating. The Snoasis warming house, located mid-mountain, was built in 1968. In May of 1975 Jerry Groswold took over as President of Winter Park after serving as a trustee for 12 years and 5 years as chairman of the board of trustees. He is credited with the conception of the Mary Jane expansion, West Portal Station, the Children’s Center, Vasquez Ridge, Mary Jane’s Backside, Parsenn Bowl, and the development of the world renowned disabled program, the National Sports Center for the Disabled. In July of 1997 Gary DeFrange became President of Winter Park. He has served more than 30 years as a volunteer with the National Sports Center for the Disabled and continues to be one of the guides for the blind. His prior banking experience of 27 years brought an added dimension to our competitive industry. He had been president and chief operating officer of the First National Bank of Greeley, and had held a variety of positions at First Interstate Banks of Denver and Englewood, including chairman, president and chief executive officer and area president for all First Interstate Banks in Colorado, Wyoming and New Mexico. In December of 2002 the City and County of Denver and the Winter Park Recreational Association entered into an agreement with Intrawest, a prominent developer and operator of village-centered destination resorts to operate and further develop the WPR area. Intrawest is a global leader in the design, development and operation of four-season resorts. The City of Denver continues its ownership of WPR and the joint partnership has served to maximize opportunities for the Resort. In April of 2017, Sky Foulkes took over as President of Winter Park. Sky spent 32 years at Stratton Mountain in Vermont where he ascended from professional ski patroller to President/COO, a position he held from 2007-2014. In the fall of 2014, Foulkes joined Intrawest as the company’s Chief Operating Officer, where he oversaw the operations of each of Intrawest’s six resorts, as well as CMH heli-skiing in Canada. Foulkes becomes just the fourth president in Winter Park’s 77-year history, whose predecessors, Steve Bradley, Jerry Groswold, and DeFrange, each served in the post an average of 22 years.

volunteer host team - rlyrd.comww2.skiwinterpark.com/downloads/volunteerhost/trainingmanual.pdfuse...

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