Mountain Sports School

Transcription

1 Mountain Sports School

2 Welcome to the Season! To our returning staff, thank you for your dedication to your guests and our resort which has helped to elevate Jackson Hole to this year s Top Five rating in Ski Magazine. To all of our new instructors, welcome to this prestigious school that is known for providing the most unique mountain experiences in North America. The Jackson Hole Mountain Resort is known for exceptional Guest Service and as members of the Mountain Sports School we are key players in providing our guests with a fun, friendly, unique experience that will create lifelong memories. We are indeed fortunate to have an incredible resort that attracts the very best clientele and has helped the school to grow in volume and reputation over the last fifty seasons. I thank you in advance for providing those life enriching memories for our guests and wish you a safe and healthy season. Sincerely, Jim Kercher Director GUEST SERVICE Quality service means exceeding expectations. No matter who our guests are or where they are from, they all arrive in Jackson with huge expectations The Jackson Hole Mountain Sports School is known for delivering memorable high quality experiences that are authentic and genuine. Strive to be exceptional at all times; you will be proud of the experience that you provide and the guest will feel that they have great value for their time and money. Your very first impression sets the tone for the entire day and possibly for years to come. Treating each guest with a cheerful greeting and a genuine smile may be all that time allows in some situations, and it goes a long way towards making their day. It s all about good decision making, providing personal attention, and a friendly atmosphere that will create a comfortable learning environment. Some Key Points to Remember: Connect with the guest and customize their experience by listening carefully, observing body language, and understanding their specific needs. Check their equipment, clothing, eyewear etc. Each guest expects and deserves to be treated as a special person. Your communication style is the key to meeting that goal. The challenge is to apply this philosophy with each and every guest daily throughout the season. They want us to understand their expectations and create a unique experience for them 2

3 They want to feel safe Be informed and know your mountain, other employees and departments, programs, services and facilities. Strive to maintain interdepartmental relations. Recognize that we are not the only department or company within Teton Village or on the mountain and that smooth interaction is essential for our success and the success of Jackson Hole Mountain Resort. It is our goal to utilize the highest level of professionalism in everything we do! MOUNTAIN SPORTS SCHOOL OPERATING PROCEDURES PROGRAM MEETING PLACES Each program meets at a specific location. Each staff member should be familiar with the meeting place for their assigned product. This information is available within each staff member s schedule. Each instructor is responsible for knowing their line up location. LESSON DURATION Lesson duration is dictated by the product. Private lesson durations vary dependent upon the product purchased. Class lesson durations do not vary. The start times for each product also vary. An individual instructor s start time is dependent upon the product to which they are assigned. This is readily available on the instructor s schedule. Each instructor is responsible for knowing their start time. OPERATIONAL MEETING TIMES AND LOCATIONS Each product zone has specific operational meeting times and locations. It is the instructor s responsibility to know and understand the meeting times and locations for their primary product zone area. This information is available through their direct supervisors and is disseminated through required early season training. END OF DAY PROCEDURES Each product zone has specific end of the day procedure requirements. It is the instructor s responsibility to know and understand these procedures for their primary product zone area. This information is available through their direct supervisors and is disseminated through required early season training. CLASS LESSON SPLITS AND ALLOCATIONS The morning split time can be very intimidating for a guest. We want to ensure a comfortable and efficient matching of abilities and needs. Assessment begins at the meeting area with conversation and rapport building to help understand guest expectations. A supervisor, or designated senior instructor, will make assignments and supervise the class lesson splits. Procedures must be closely followed to ensure that classes are formed quickly and maximize lesson time. These procedures are disseminated through required early season training and throughout the season at product zone morning meetings. 3

4 LESSON ACCESS AND SIGNING OUT All Mountain Sports School lesson tickets are to be collected at adults or scanned at the Kids Ranch daily. It is the instructor's responsibility to sign out after their lesson is complete and all participants have been picked up each day. If you do not complete the sign out process each day, you will not be paid for the lesson. If you have any kind of issue, please see a supervisor or the MSS payroll staff at end of day checkout. LIFT TICKETS All lesson participants must have lift access. Even beginners using the snowmobile need to have lift access. Lift access can be packaged with class lessons, but must be purchased separately for private lessons and backcountry guides. ADULT CLASS LESSON PACKAGES Adult lessons packaged w/ lift tickets and/or rentals can be purchased for a discounted price through the MSS Sales locations. The lift portion of the package has limited access based on the product purchased. Beginner and Novice Lessons Lift ticket is valid on Eagles Rest/Teewinot and one ride on AV or Sweetwater when accompanied by instructor. Intermediate, Advanced and Expert Lessons are packaged with all mountain lift tickets FIRST DAY BEGINNER GUARANTEE Adult First day beginner students may repeat the Beginner lesson free of charge if they do not learn how to ski/ride. This means that snowboarders cannot "side slip heel and toe side and skiers cannot control their speed or make slight direction changes. TICKET UPGRADE AND LESSON EXCHANGE Lift/Lesson packages may be upgraded or exchanged if necessary. The price of the package that the guest has already purchased will be credited toward the upgrade or exchange. To avoid misinformation, please do not guarantee an upgrade during a lesson. Please send or accompany your guest into the office for a complete explanation of his or her options. Under no circumstance should an instructor promise a guest a refund on their lift access. There are often times when a guest in a beginner class lesson has purchased all mountain lift access through a wholesale company at a discounted rate. This wholesale lift access cannot be returned or refunded. CHILDRENS CLASS LESSSON PACKAGES Lesson, lift and rental packages are available for all Kids Ranch lessons. Children are issued an RFID J card loaded with lesson, and all mountain lift access. The J card will be scanned for lesson access at the meeting place each morning. PRIVATE LESSONS AND BACKCOUNTRY GUIDES 4

5 It is your responsibility to check your schedule and know if you are booked for a private lesson. ProCard is your best source for up to date scheduling information. You will meet your students at the Private Lesson Meeting Place unless otherwise designated or arranged. Children s privates will often meet at the Kids Ranch. Private lessons must start and end on time. Because it is possible that you have been booked in the afternoon, do not guarantee additional time to students until the supervisor or the sales office has cleared you. If a student is late, end on time unless otherwise directed by a supervisor. Please sign out for your private lessons at the close of each day. Getting the charge right number of hours, client name and instructor name, is key for documenting delivery of service. Fixing errors is much easier before 5 pm on the day of the lesson. Instructors or guides who fail to sign out will lose request pay. SKI AND SNOWBOARD SCHOOL BUILDINGS The MSS has three lockers rooms. All MSS staff with the exception of E status will be assigned a locker. Some lockers may be shared. Please treat the locker rooms, your locker room colleagues and your locker mates with respect and courtesy. It is requested that children and pets are not present in the locker rooms. The locker room locations are as follows: BRIDGER BASEMENT/LOCKER ROOM (Bridger Center). The Bridger Basement contains the offices of Assistant Director of Mountain Sports School, Managers and Supervisors as well as a locker room. MOUNTAIN OPERATIONS BUILDING A WALK FESTIVAL HALL There is a locker room in the Walk Music Festival Hall. Its entrance is on the south side of the building near the Cody House drop off location. This locker room is accessible for assigned MSS employees only. Locker Rooms will be available to instructors, sales staff, and race crew as a facility to change clothes, hold meetings, store boots, eat lunch, etc. Mountain Sports School personnel are the only people authorized to use these facilities. Equipment may not be stored on the walls, All fire sprinkler heads, pipes, conduit, etc. must be kept free of any obstructions. Please respect JHMR and your co workers by keeping locker rooms clean and orderly at all times. In case of a break in of any Mountain Sports School building resulting in theft of equipment or other personal property, neither Mountain Sports School nor the Jackson Hole Mountain Resort will be responsible for stolen property. All employees are urged to cover their equipment under their own private insurance policies and to register their skis/boards with the Teton County Sheriff's Department. 5

6 THE CODY HOUSE The Cody House is a multi use facility, housing The Kids Ranch: Explorers, Rough Riders, Pioneers and Wrangler Daycare, offices of Children s Manager, Children s Supervisors, and Sales, as well as JH Sports JR, the Medical Clinic, and condominiums. Please keep all common areas neat and clean. Also please do what you can to help move traffic through the building. There is a locker room located in the Cody House. Only Mountain Sports School Personnel are allowed to use this facility. In order to avoid theft and overcrowding, no friends, spouses, relatives, girlfriends or boyfriends are allowed to use this facility. At no time will equipment of such persons be stored in this area. There is a sales desk located in the Cody House. All Mountain Sports School products may be purchased from this location. This location acts as the primary children s products sales location. MOUNTAIN SPORTS SCHOOL SALES AT THE BRIDGER CENTER The Bridger Center Sales is the main point of sale for Adult and Private Lesson products. When the sales center is busy and full of customers, instructors should not ask for assistance from the sales staff. Please access Supervisors in the Bridger Basement. The staff is happy to help instructors when they have time, but instructors must always remember that customer service is the top priority. NORDIC ACTIVITIES The Mountain Sports School offers Grand Teton National Park Ski and Snowshoe Nature Tours, Telemark lessons, and Rock Springs Yurt overnights. All Nordic Products can be booked from any MSS Sales location. ADAPTIVE PROGRAM The Jackson Hole Adaptive Program is a specialized teaching program offered through the Jackson Hole Mountain Sports School. The purpose of this program is to provide individuals with physical or cognitive disabilities the opportunity to enjoy the experience of skiing and snowboarding. We can teach individuals with: learning disabilities, autism, amputees, visual impairments, hearing impairments, cerebral palsy, spina bifida, post polio, developmentally disabled, Down s syndrome, spinal injuries, motor difficulties and other disabilities. All scheduling and details of the program may be obtained in the Adaptive Program office or from the Adaptive Program Supervisor at GENERAL INFORMATION PAPERWORK 6

7 Hire paperwork must be filled out by all MSS employees before their first day of work. The following items must be completed each year. Please see your supervisor if you have questions or problems. Newly Hired Personnel Rehired Personnel Application for Employment Rehire Application Form Two Letters of Recommendation W 4 Form Resume W 4 Form Up to date I 9 Form I 9 Form Handbook/Drug & Alcohol Acknowledgment of Receipt Handbook/Drug & Alcohol Uniform Agreement Acknowledgment of Receipt Uniform Agreement ID Card Authorization/Pass Form ID Card Authorization/Pass Form MOUNTAIN SPORTS SCHOOL TRAINING PROGRAM The Jackson Hole Mountain Sports School (MSS) offers training that will benefit ski instructors in terms of both skiing riding abilities, and teaching abilities. There are two categories of training offered by MSS: 1) required trainings, participation in which are a condition of continued employment as a ski instructor at Jackson Hole MSS; and 2) optional trainings, participation in which is purely voluntary and not required of any ski instructor. These categories are discussed in detail below. PAID TRAINING Early Season Status Training: Each instructor employed at the Jackson Hole MSS must attend prescribed early season status training. This training will be paid, and attendance at early season status training is a condition of employment. Your prescribed early season training schedule will be set forth in your seasonal offer letter. In Season Paid Trainings Required in Advance by Supervisor: Instructors employed at the Jackson Hole MSS may be required to attend certain trainings identified throughout the season by their supervisor as necessary to maintain an instructor position at the MSS. The only trainings that fall into this category will be approved in advance by a supervisor as required, paid trainings. PLEASE NOTE: Unless a given training falls within one of the above two Required Training categories, it is not a job requirement or a condition of employment as an MSS instructor. Unless a training is required as set forth above, it is optional. Worker s Compensation Coverage is not available for injuries incurred during training unless the training is Required Training as set forth above. UN PAID TRAINING 7

8 The Jackson Hole Mountain Sports School maintains an optional, un paid training program, participation in which is incentivized by a points system that is tied to certain job benefits ( the MSS Incentive Points System ). Optional un paid training programs are offered in order to allow instructors the opportunity to improve their skills and credentials as professional ski instructors. Participation in optional trainings is purely voluntary, and is not a job requirement for any MSS instructor. The MSS Incentive Points System and corresponding benefits are set forth on Page 17 of the MSS Manual. There are two categories of optional training: PSIA/AASI Optional Certification Training Program: The Professional Ski Instructors of America and the American Association of Snowboard Instructors are the organizations that train and assess instructors for industry professional certification. The Jackson Hole MSS is a PSIA/AASI Sports School. PSIA/AASI training and certification programs are available through the Jackson Hole MSS, and all instructors have the option to participate in PSIA/AASI training and certification programs. Instructors who participate in PSIA/AASI trainings will earn points in the MSS Incentive Points System. Optional Mountain Sports School In House Certification Training Program: The MSS In House Certification Optional Training Program is offered as a compliment to PSIA/AASI training and certification. There are three levels of in house certification that are available for instructors based upon their experience level Level One, Level Two, and Level Three. Each program Level contains training priorities that are classified as Core Curriculum, Electives, and Annual Procedures and Operations for that particular Level Certification. An instructor who achieves a certain level of In House Certification by completing the training guidelines for a given level will earn points in the MSS Incentive Points System. The guidelines for each Level Certification are set forth in the Training Section of the Salon. Please Note: Non paid Training, whether PSIA/AASI certification training or MSS In House certification training, is not a job requirement or condition of employment for any instructor employed by the Jackson Hole MSS. Worker s Compensation Coverage is not available for injuries incurred during optional training programs of any nature. SCHEDULING All employees are required to set up a schedule that meets the requirements of their job, including special assignments and requested time off. Instructors and guides should use the designations of Time Off and Not Available when requesting days off. If your schedule reads TIME OFF for a day when a client requests you, the sales staff will tell the client you are off and offer to forward the request to you. The sales staff will then leave a message with the client s name, phone number and dates of request at your home as well as a message in the computer on Instructor Messaging. It is then your responsibility to contact the guest and make arrangements and let your supervisor know that you are accepting the request so it can be booked correctly. 8

9 If your schedule reads NOT AVAILABLE, you are not available for bookings and you will not be contacted. You should ask for this designation when you are out of town, at another job, or just plain unavailable. All staff should develop a schedule with his/her supervisor. It is incumbent upon each staff person to know when and where they are scheduled to work. Schedules may be checked on ProCard, The schedule may be checked from any computer terminal. There are computer terminals located in the Bridger basement, the Kids Ranch and the locker room in building A. Schedules should be checked daily and mid day as bookings can change by the hour. LATE ARRIVALS/SICK CALLS If you are ill or are going to be late, please notify a Supervisor AS SOON AS POSSIBLE! Please speak to someone and DO NOT LEAVE MESSAGES ON THE VOICE MAIL because they may not receive the message until much later. Please make all sick/emergency calls to your supervisor before 8:15am. After 8:15am, you must reach a live person and let the person who answers the phone know your return phone number and the name of the supervisor you are scheduled to work with on that day. Please note, tardiness or "no shows" may be cause for dismissal. Explorers Rough Riders Pioneers Adult COMMUNICATION It is your responsibility as a staff member to be aware of daily changes in operations that may affect your job. MSS Management and Supervisors understand how important it is for instructors to receive timely, accurate information. We are trying to improve our communication through the following avenues. PRODUCT ZONE MEETINGS Daily staff meetings are held before all class lineups: Adult, Explorer, Rough Rider and Pioneer class. Backcountry Guides, Race Crew and Sales departments all have daily meetings at the start of the day. These meetings are an opportunity for supervisors to pass on information and for staff to voice questions, concerns, etc. Meeting attendance is mandatory on days you are scheduled to work. ProCard Pertinent information will be posted on the Village Crier on ProCard. Instructors should check their ProCard messages daily for important communications. 9

10 Critical information will be ed to MSS Staff. In order to ensure that you receive all critical information please check your profile on ProCard. If you need to update your profile, please speak with your supervisor or MSS Sales. POSTING INFORMATION The employee bulletin board is reserved for posting gear sale notices. These postings should be dated and may be displayed for up to 7 days. This board is located in the hallway to the bathrooms in the Bridger Center Locker Room. ADDITIONAL INFORMATION Please refer to the JHMR Employee Handbook pdf for additional information regarding communication within the company and company policies. DRESS CODE AND UNIFORMS All staff are required to wear the appropriate, full uniform when on duty and to conform to the JHMR Dress Code Policy. A professional image and appearance is expected of all employees. Consult the JHMR Employee Handbook for company wide dress code policies on personal grooming. The uniform remains the property of the Jackson Hole Mountain Resort. The instructor is fully responsible for the uniform. In case of loss, theft or other occurrences, the employee will be charged for the uniform. All uniforms as well as any other garment worn while on the job must be clean and in good appearance. Damaged, excessively worn garments, as well as faded garments and garments that show visible repairs will be in violation of the Dress Code and considered unacceptable. The uniform must be kept clean and presentable during the entire season. It is the employees to keep the uniform in good condition. PSIA/AASI and JHMR 50 th Anniversary pins are the only acceptable additions to MSS Uniforms. No Free Skiing/Snowboarding in uniform without prior approval by your supervisor. No one may join classes when in or out of uniform for line cutting purposes. Employees failing to return their Uniform after their last day of work may be ineligible for the Season End Completion Incentive. 10

11 Your uniform may only be worn while on duty. This includes all articles that are the property of Mountain Sports School and JHMR. All uniform pieces must remain on JHMR property unless previously arranged with a supervisor. NAMETAG POLICY When working, employees are required to wear a name tag. Name tags will be made and handed out at the beginning of the season. If you lose your name tag, contact your supervisor immediately. HELMET POLICY When working, all employees are required to wear a helmet that meets with the ASTM 2040 standard. Each employee shall be issued a helmet every three years unless the helmet is damaged in the course of performing their job duties. In the case of damage, the helmet will be replaced by JHMR immediately. The employee is welcome to use a personal helmet as long as it complies with the standard set. PERFORMANCE EVALUATIONS Members of Jackson Hole Mountain Sports School receive both a Mid Season and an End of the Year performance evaluation. Performance evaluations will be completed by Supervisors and reviewed individually with staff members. These evaluations will be available for viewing on ProCard. Additionally, supervisors may provide feedback through the ProCard s contact moments. If you feel you would like more input at any time, contact your supervisor or the director. All behavioral and guest related incidents will be addressed in the most practical and timely fashion. PASS PRIVILEGES FOR MOUNTAIN SPORTS SCHOOL EMPLOYEES Instructors must have their season pass at all times in order to access the lift system at JHMR. Your JHMR lift pass is non transferable. You are the only person authorized to use your pass. Its use by someone other than yourself is considered theft of services and will be handled as such. Lending your pass to someone is grounds for disciplinary action, up to and including termination. LIFT LINE ACCESS Line cutting while with a student at any time is a privilege, not a right. All employees needing to exercise that privilege are expected to do so courteously and with discretion. Employees must make every effort to fill a lift to capacity. In most cases, the instructor should introduce the students into the line. The instructor should ride with the last chair of students. If appropriate, the instructor should invite singles from the public line to fill the chair. Instructor s do not have line cutting privileges unless they are working. Doing so may result in disciplinary action, up to and including termination. 11

12 BRIDGER GONDOLA All lessons have line cutting privileges on the gondola all day. Instructors teaching early gondola private lessons will need to keep all of their guests inside the Bridger Restaurant until the mountain is open. A supervisor will monitor the early loading and will have loading and client information for the instructors. Early Gondola privates will load between 8:30am and 8:45am. The instructor should have his/her entire group gathered before loading the gondola. Early loading on the Bridger Gondola will be in accordance with the avalanche hazard assessment for that morning. AERIAL TRAM MSS instructors and guides with guests have line cutting privileges on the tram from 9:30am 3:00pm daily. There is no access through the staff line between 9:00 and 9:30 AM. and after 3:00 PM. Instructors and clients may use the public line before 9:30am or after 3:00pm. Early Tram Private Lesson reservations may be made with MSS Sales. Early Tram access is limited, book early or there may not be room for your guests. Early tram cars for MSS use are the 8:36 and the 8:48. Instructors and Guides should meet their clients on the back deck of the tram with plenty of time to load. Instructors and guides should not load the tram unless their entire party is present. Split groups will not be allowed to load. In the case of missing an early tram, the instructor or guide should load the gondola or other operating lift. A supervisor will monitor the early car loading gate and will have booking information for the instructors and guides. ADULT SKI AND SNOWBOARD CAMPS Camps have access to the Early Gondola or the early Tram as determined by their coach, and the Camp Supervisor. The Camp supervisor will book early access with MSS Sales at least 48 hours in advance. Camp coaches should organize their groups before entering the Tram line and groups must load the tram as a whole. Late students will not be accommodated on subsequent trams. BYO GROUPS BYO Groups have access to the early Tram or Gondola. BYO coaches must book their early access with MSS Sales at least 48 hours in advance to ensure space on the early Tram. EARLY TRAM/GONDOLA BOOKING AND CANCELLATION POLICY Due to limited capacity, early Tram and Gondola bookings should be made as early as possible to guarantee access. No price adjustments will be made for early Gondola/Tram cancellations made after 12 noon of the day before. Instructors can not make cancellation policy exceptions for their clients. CHAIR LIFTS 12

13 Class lessons have line cutting privileges during the entire class lesson period. Instructors will instruct students to use alternate loading procedures. (Alternate every third chair if the lift is busy). Use the staff entrance where available. Be courteous to lift personnel and non Mountain Sports School guests! It is recommended for the instructor to load LAST on the chair lifts. Instructors teaching beginner classes may load the lift first in order to help students unload the lift. No line cutting privileges for clinics or free skiing/riding whether you are in uniform or not! Other Mountain Sports School employees (race crew, supervisors, etc) may use the staff entrance to chairlifts, if necessary, while you are on duty. COURTESY LIFT PRIVILEGES TO NON_WORKING VISITING PROFESSIONALS The Jackson Hole Mountain Resort extends the following privileges to visiting professionals as a courtesy: MSS Sales will give currently employed instructors from other Mountain Sports Schools a discount on lift tickets. The instructor should have a letter from the director of his or her school, lift pass, employee ID or his or her PSIA card. There are no lift line cutting privileges offered to visiting professionals. VISITING PROFESSIONALS FROM OTHER RESORTS Visiting professionals from other resorts skiing/riding with clients should check in with MSS Sales/Management before skiing/riding at JHMR to sign liability releases. Visiting professionals will be required to wear their home resort uniforms, and will not have line cutting privileges. Please be courteous and welcoming to visiting professionals. MOUNTAIN SPORTS SCHOOL STAFF VISITING OTHER RESORTS MSS instructors wishing to visit other ski areas should obtain a letter of introduction at least 48 hours in advance from their supervisor or the Mountain Sports School Director. Letters will be issued at the supervisor or director s discretion. While at another resort, please be courteous and respectful of their staff since you are representing JHMR. Please abide by and accept the rules and regulations of the resort you are visiting. Your behavior at the host resort may affect your employment at JHMR. Be appreciative of any level of professional courtesies extended to you on behalf of the host resort. Refer to the JHMR employee handbook pdf for other information regarding benefits JHMR employees may receive at other resorts. SAFETY Please be constantly aware of your personal safety, guest safety and that of fellow employees. Strive to improve safety and eliminate injuries. Be vigilant of safety concerns throughout the mountain resort. Always ski or snowboard safely whether on or off the job. STUDENT BINDING ADJUSTMENT 13

14 In case of binding trouble, advise the student to let the rental or sport shop adjust and set bindings. If any questions arise regarding binding safety, please refer students to a rental or sport shop. You should not set the release tension of your student s bindings. Snowboard instructors should carry a snowboard tool and be prepared to adjust angles, tighten screws, etc. STUDENT INJURIES Mountain Sports School is operating on a big mountain with a variety of weather and snow conditions. We strive to provide a reasonably safe environment for all students participating in our programs. In case of an injury, alert the ski patrol as soon as possible. You may telephone patrol from one of the mountain phones, a lift terminal or a personal cell phone. Phones are placed on the mountain at strategic points and these locations are indicated on the trail map. (Phone numbers are listed in the phone boxes.) If a radio is available, call Mountain Patrol Dispatch on channel 1. Make sure the person calling patrol gives an accurate description of the location and a physical description of the injured person and suspected injury (ie: knee, shoulder, head), and cross skis above the injured person in the snow to help patrol locate the injured party. Ski Patrol Emergency Number In some cases you may have to ski/ride to a telephone post in order to save time and avoid confusion. If you have good skiers/riders in your adult class who are familiar with the mountain, send one or two of them to the next telephone or lift terminal to report the incident. After the injury occurs, try to make sure the student is as comfortable and warm as possible! Remember to place crossed skis above injured person in the snow. With incidents involving children, inform the supervisor on duty of the incident and be available to speak with the parents when they arrive. Please follow up with your supervisor at the end of the day. INCIDENTS JHMR Ski Patrol will fill out incident report forms, please assist Patrol verbally if needed. MSS Instructors will not complete incident report forms without the request of ski patrol of the Risk Manager. WORKER S COMPENSATION Staff members that are injured while working must notify a supervisor IMMEDIATELY. Consult the Jackson Hole Mountain Resort handbook pdf for additional information regarding Worker s Compensation. 14

15 OUT OF BOUNDS ACCESS Out of bounds skiing and riding with students is not allowed under any circumstances unless accompanied by a JHMR Backcountry Guide. No out of bounds skiing or riding in uniform is allowed. 15

16 MSS Point Compensation System MSS Compensation System QUALIFICATIONS Primary Discipline Cert. Level Points Other Discpline Cert. Level Points Coach Cert or Freestyle acred. Points Trainers Accred Active Examiner PSIA/AASI 5 80 Childrens Educator Certification Points Years on S&S School at JH Points Years on S&S School at other Mtn. Points 1 5 FT (each year) 5 FT (each year) PT (each year) 2 PT (each year) Avalanche Cert. Points MSS Points 1 5 To be eligible for points certification must be current PERFORMANCE Hours Worked Points Request Hours Points Students Taught Points Training Hours Points Base Pay 15/ Group New Total Points Wage/hour $ $ $ $ $ $ $ $ $ $ $21.75 Private Lesson Incentive $23.00 Assigned Private $5.00/hour $24.50 Request Private $10.00/hour $26.00 Instructor Managed/Referral Private $13.00/hour $27.50 All Student Pay Student Pay Incentive $1.75/student/hour Student Pay Super Incentive Adult SB Class Adult Alpine Class, Youth SB Youth Class Lessons/Camps, Adult Camps Youth Local Groups Threshold $3.00/student/hour at Threshold $3.00/student/hour at Threshold $3.00/student/hour at Threshold $3.00/student/hour at Threshold Status A 600 work hours A B C D 200 work hours Completion Incentive Status 10% of season's wages Status 8% of season's wages Status 6% of season's wages Status 4% of season's wages Status 3% of season's wages 16

17 MSS 2015/16 Status Requirements and Benefits Full time A Status Commitment Dates Dec 5 th 2015 until the season ends April 3rd 2016, Please see your supervisor if you wish to be scheduled prior to December 5th. Minimum Requirements At least 525 hrs worked during season. Exceptions made for injury or illness. Sum of request hours + students taught + training/trainer hours = 300 or more. Work all peak periods as designated below. Current level 3 certification. A positive review from your immediate Supervisor. At least 10 training hours during season Benefits Priority booking Lift privileges at Grand Targhee Individual/spouse/dependent lift pass Health insurance reimbursement after 3 rd full time season at A or B status. Must work at least 400 hrs to be eligible for health insurance reimbursement. End of season completion incentive equal to 8% of season's wages. 17

18 A + Status Achieved only after fulfilling all A Status requirements At least 600 hrs worked during season Sum of request hours + students taught + training/trainer hours = 400 or more Benefits End of season completion SUPER incentive equal to 10% of season's wages B Status Commitment Dates Dec 5 th 2015 until the season ends April 3rd 2016, all Youth Alpine and newly hired B status required to work Saturdays Minimum Requirements At least 400 hrs worked during season. Exceptions made for injury or illness. Sum of request hours + students taught + training/trainer hours = 200 or more. Work all peak periods as designated below. Current level 2 certification or not more than 2 seasons at level 1 certification. A positive review from your immediate Supervisor. At least 10 training hours during season Benefits 2 nd tier priority booking, Lift privileges at Grand Targhee, Individual/spouse/dependent lift pass Health insurance reimbursement after 3 rd full time season at A or B status. Must work at least 400 hrs to be eligible for health insurance reimbursement. End of season completion incentive equal to 6% of season's wages. C Status Commitment Dates Youth: Dec 5 th 2015 until the season ends April 3 rd 2016 (including all Saturdays) Adult: Dec 12 th 2015 until the season ends April 3rd 2016 (all new C status Adult Alpine must be available to work Saturdays) 18

19 Minimum Requirements At least 300 hrs worked during season. Exceptions made for injury or illness. Sum of request hours + students taught + training/trainer hours = 150 or more. Work all peak periods as designated below. Minimum one additional day per week required during Mar rush dates. Not more than 1 seasons with zero certification A positive review from your immediate Supervisor. At least 10 training hours during season Benefits Priority booking over D and E status, Individual and one spouse or dependent lift pass, Lift privilegs at Grand Targhee. End of season completion incentive equal to 4% of season's wages. Only eligible for health insurance reimbursement after 3 rd full time season at C Status if employee has worked 400 hrs or more in each of last three seasons. Part time D Status Commitment dates Youth Alpine: All Saturdays and all peak periods as described Adult: Dec 26, 2015 until the season ends April 3 rd, 2016 Minimum Requirements At least 150 hrs worked during season. Exceptions made for injury or illness. Sum of request hours + students taught + training/trainer hours = 50 or more. Work all peak periods as designated below. Minimum two additional days per week during Mar rush Not more than 2 seasons with zero certification. Benefits Individual lift pass. End of season completion incentive equal to 3% of season s wages if over 200 hours. Not eligible for health insurance reimbursement. 19

20 E Status (includes E College and E High School) Commitment dates December 27, 2015 December 31, 2015 Requirements Must attend designated training prior to receiving ski pass. Employee will receive a 5 day pass for committing to work the Christmas rush period of Dec Upon completing this commitment the employee will receive an additional 5 day credit to their ski pass. Employee will receive additional 5 day credits by being scheduled and committing to work other peak periods as needed by their supervisor. Benefits Incremental 5 day ski pass. (Valid on days you are not scheduled to work). Not eligible for health insurance reimbursement. Emeritus Status By invitation only Worked greater than 20 years at JHMR Worked greater than 6000 lifetime hours at Jackson Mountain Sports School Recognizes highest status attained 200 hour requirement BYO + peak periods Benefits Commensurate with your highest status attained End of the season bonus Individual/spouse/dependent lift pass Lift privileges at Grand Targhee Emeritus Status employees are eligible for health insurance reimbursement, but must work 400 hours to qualify. MSS SALES POLICIES Private Lesson Request 20

21 Upsell to Request Assigned private lessons that the instructor upsells from either an AM to full day, or single day to multiple day will be re classified as Upsell to Request and pay the instructor their request rate ($10/hour above base wage). Confirmed to Request An instructor can make any assigned private a request by calling the guest, and confirming all of the lesson details. Instructors should call Clients to confirm at least two days ahead of clients arrival when possible. Once a lesson is CONFIRMED TO REQUEST, the instructor cannot be changed by the instructor or reservations staff. Instructors and Guides MUST fill out the INSTRUCTOR CONFIRMATION WORKSHEET and turn into the Private Lesson Supervisor. Instructor Managed Private Request Instructors managing private lesson bookings for their guests will be booked as Instructor Managed Request. In order to receive the Instructor Managed Request rate ($13/hour above base wage), the business must originate with the instructor, the instructor must coordinate all aspects of the booking with the guest, book with MSS Sales at least 7 days in advance of the start of the booking, and pro actively manage any and all changes to the booking. Instructor Managed Referral Instructors managing private lesson bookings for a larger group of guests than they can personally teach may refer private bookings to other instructors. As with the Instructor Managed Request, the business must originate with the referring instructor, the referring instructor must coordinate all aspects of the booking with the guest, and all referred instructors, book with MSS Sales at least 7 days in advance of the start of the booking, and pro actively manage any and all changes to the booking. Referring instructors must also be working at JHMR with other clients in order to receive Referral credit. PRIVATE AND GUIDE BOOKING ISSUES Please refer any issues with private lesson or backcountry guide bookings to the Private Lesson Supervisor. PAY ISSUES Instructors and Guides must sign out for All Privates and Guide bookings at the end of the day. Signing out for your lessons lets your supervisor know that your lesson is complete and that everyone is off the hill and safe. Sign out also provides a signature as definitive proof that the lesson occurred in case of customer charge back. STEPS FOR RESOLVING PAY ISSUES: 1. If you notice an issue with your pay on ProCard, please notify your supervisor as soon as possible 2. If your supervisor agrees that an error was made, they will contact MSS payroll 3. MSS Payroll will complete the change, which will be visible on your schedule 21

22 GUEST CANCELLATION POLICY Reservations must be cancelled at least 24 hours prior to the scheduled lesson time. If a cancellation is made within 24 hours of the lesson, a cancellation fee equaling 50% of the lesson price will be charged. INSTRUCTOR/GUIDE CANCELLATION Instructors may cancel lessons with the private supervisor or the reservations staff. An Instructor Cancelled Lesson doesn t mean a day off! Instructors who cancel lessons will be re booked as available for privates. Check with your supervisor after cancelling a lesson to request time off. The cancellation fee for all privates cancelled inside of 24 hours is 50% of the lesson cost. In cases where clients do not show up and are unreachable for an explanation, the cancellation fee will be charged, and the instructor/guide should speak with their supervisor about receiving pay for their time. EXTREME WEATHER CANCELLATION INFORMATION In general, the decision to cancel a lesson due to extreme weather conditions is determined in conversation between the guest and the Guide/Instructor. MSS Sales will refer clients to their instructors (unless it is an assignment) or supervisors. In cases of extreme weather, where the early access tram and/or gondola do not run, the early access product will be switched to a 9:00am start. If all lifts, blow down, the customer will be encouraged to switch unused time to the next day without penalty. If this is not possible, unused time will be refunded. Instructor should check with the private supervisor for appropriate pay for the day. ADULT CLASS LESSONS In the unlikely event that the Mountain is blown down to the point that class lessons cannot proceed, the supervisor can return their tickets and encourage them to use it in the next 7 days. If they cannot, a refund will be given based on the length of the lesson taken. KIDS RANCH CLASS LESSONS In rare cases, the Kids Ranch supervisors may determine that it is too cold for the younger students to be on the lifts (due to the length of time a possible evacuation would take). In this case, the parents will be encouraged to bring the child back another day. Refunds will be given if this is not possible. SKI AND SNOWBOARD RESPONSIBILITY CODE KNOW THE CODE. IT'S YOUR RESPONSIBILITY. This is a partial list. Be safety conscious. Officially endorsed by: NATIONAL SKI AREAS ASSOCIATION. Your Responsibility Code 22

23 Skiing can be enjoyed in many ways. At ski areas you may see people using alpine, snowboard, telemark, cross country 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. 2. People ahead of you have the right of way. 3. Stop in a safe place for you and others. 4. Whenever starting downhill or merging, look uphill and yield. 5. Use devices to help prevent runaway equipment. 6. Observe signs and warnings, and keep off closed trails. 7. Know how to use the lifts safely. Additionally, when accessing the Freestyle Terrain Park and Halfpipe, please follow the message of SMART STYLE when accessing these areas Smart Style Look Before You Leap Easy Style It Respect Gets Respect Have a great season! 23