Step 1) Gather Information

• Obtain pertinent information
  • Find their RTP profile
  • Find the transaction or order in question if applicable
  • Check their access to verify type of passholder they may be
• Be patient and clear with your questions
  • Ask simple questions that limits usage of resort specific terminology
  • Remember that a guest may not understand our processes

Step 2) Search for the Answer 

• Use your knowledge, tools and resources
  • HelpJuice / RTP
  • Microsoft Teams & Sharepoint
  • Killington.com / Picomountain.com
• Easily searchable questions 
  • Don’t send a guest to another place or person to acquire information 
  • Seek the answer yourself 
  • Assist with the solution

Step 3) Request teams assistance 

• Ask the cenres teams chat/your supervisor for help if your search was unsuccessful
  • Remember to gather information first (IP, name, email, phone number)
  • Inform the guest you are putting them on hold to look into an answer or solution
  • Thank the guest for their patience
  • If it takes longer than 5 minutes to find the answer, get a good callback phone number and inform the guest we will reach out when we have an answer for them. 
    • In person collect the guests email/info and tell them we can research the issue and pass it along to someone who may be able to find the answer and get back to them. 
• Common situations you might team up on
  • Processing cancellations outside of our policies
  • RTP help
  • Specific questions not answered by documentation provided
  • Modifications to SP benefits and perks
  • Pricing discrepancies

Step 4) Determine the Urgency

• Some concerns cannot be solved at time of initial contact and may not need to be. You may want to ask yourself:
  • Is this an emergency?
  • Are we placing the guest in a financial burden? 
  • Can it wait to be resolved when we are less busy?
  • Can we provide a temporary solution and follow up later?
  • Is this the guest's first point of contact? Are they already working with someone towards a resolution?