Instruct all guests that purchases must be made online. This scenario does allow for continued guest assistance with RTP related issues.

If a guest is unable to complete the transaction online, please help them at the window using backup contingency wedges if manual entry does not work in RTP

Pass is Present:

1. Direct to Lift

Needs reprint:

1. Record Ikon Number from Ikon App and Name
2. Issue Comp Ticket in Guest’s Name + Associated to Guest IP in RTP
   1. If RTP is also down, Issue emergency outage preprinted tickets (old reloadable media)

1. Instruct guests to purchase online.
2. Verify order receipt via email or online account at window
   1. Issue emergency outage preprinted tickets (old reloadable media)
3. If a guest is having issues with their pass, verify order receipt via email or online account at window. After confirming their access, issue them an emergency lift ticket
   1. If unable to confirm access, take down guest name and DoB, then issue emergency outage preprinted ticket at your discretion

1. Instruct guests to purchase online.
   1. Pick up ticket at kiosk
2. If guest can’t buy online:
   1. Issue emergency outage preprinted tickets (old reloadable media, 1-Day only)
   2. Use backup contingency wedge to take payment
3. If a guest is having issues with their pass, ask them for a receipt of purchase. After confirming their access, issue them an emergency lift ticket
   1. Record name and DoB

1. Proceed to help the guest at the window with their purchase/voucher redemption.
   1. Have guests sign a paper Release Waiver, if needed (season passholders only)
   2. NOTE: In emergency situations, Ticket Management team may decide to skip entering waivers and information, and issue SUAX tickets based on volume

1. If the guest needs to purchase, use the Killington/Pico Sales Form in your Emergency Kit. Complete one form for each individual transaction as follows
2. We only do one day tickets, we don’t worry about inactivating passholder vouchers, Ikon BAF, etc.
3. Write clearly and legibly. Press firmly; form is a two-part copy
   1. Date, Client (salespoint) #, Customer Name and Phone Number (preferably cell so they can be reached on-mountain if needed)
   2. Email address (Orders & Vouchers Only)
   3. Zip Code (Orders Only)
   4. If order is being picked up indicate order number or credit card number
   5. Itemize the Quantity, Products, Total Amount
   6. Use calculator to total sale, check your math
   7. For payment, handwrite the credit card number, expiration date and security code (on reverse side of card for Visa/MC/Discover; on front side of card for AmEx). Visually verify the credit card and that the name on the ccard matches the guests.
   8. Add any comments/notes/special instructions at bottom of form.
   9. Have guest sign form, give guest bottom/yellow copy. We retain the top white copy.
   10. Have guest sign paper Release Waiver, if needed.
   11. Issue guests an Emergency Lift Ticket (old media).
   12. This scenario does allow for continued guest assistance with RTP related issues.

1. Access onsite backup square wedges at each location, If wedge is not turned on, press power button on the bottom left-hand side of the wedge.
2. After powering the wedge on, select “Sign In”
3. On the Sign in screen select the “Use a device code” option. This device code is printed on a label found on the wedge.
4. Once you have signed into the wedge, the system will then ask for a “Passcode”. The passcode is 2023. The manager will dictate if offline mode is necessary. Offline mode instruction at end of this document.
5. After fully logging into the system, select the “Keypad” tab in the upper left-hand corner of the screen. At this point, you will be able to manually input the Sale amount, and swipe, tap, or chip the customer's card.
6. RTP adjustments
   1. Only one adjustment in our RTP process is necessary. Instead of selecting “Credit Card” or “Apply” when completing a transaction, you will select “Square Two Step” as the payment medium instead.

End of day square instructions: always leave on.

1. More > Settings > Hardware > Network
2. Toggle off Wi-Fi. you will see orange line ' Offline payments enables' on the top of the screen.
3. You can go back to Checkout screen to process sales.