Hotlists
Written by Emily Hill
Updated at January 11th, 2025
Details
A guest's pass can be made temporarily inactive by hotlisting their access on their account. This will alert agents as well as ticket checkers/lift attendants that the pass they have is not able to be used and they will need to follow up with an agent about the issue.
You will most commonly see hotlists that require a relatively easy fix such as "Liability Release Required" meaning the guest has not signed their waiver or "Inactive Pass", meaning the guest has an old pass media with them. However, if you encounter a hotlist that seems like it may be a large issue, look into why the pass may not be working first and then contact a supervisor or manager if you are unable to alleviate the situation.
When hotlisting, set the effective date as the start date the guest will not be able to use their ticket. The expiration date should be set as the last day the ticket will not be able to be used. If it is a one-day hotlist set the effective and expiration date as the same day, so the ticket will be unavailable for use on that day only.
Delete
How to Add or Remove a Hotlist
Removing a Hotlist on Ticket Access
- To do so you will want to navigate to the One Resort Tools at the bottom of the homepage of RTP and locate the "Ticket/Pass Information" option.
- Once selected you will either tap the guest's pass when the ticket or pass bubble is selected or you may paste the guest's IP in the customer bubble if we do not have their physical card.
- You will then see a list of any of their current or past access. Locate the current access they are skiing on and select the line item.
- With the line item selected, select the hotlist tab closer to the top.
- You will need to set the hotlist type as active in the hotlist drop-down.
- Leave the expiration alone.
- Add a comment briefly explaining the situation and reason for hotlist removal.
- Add
- Ok.
- The guest's access has been unhotlisted.
Removing a Hotlist on RFID Media
- To do so you will go to customer manager and locate the guest's account containing the pass.
- Under Access/Pass Media we want to select Pass Media Profile.
- The Generic Pass Media will be the listed option of the guest's current/active RFID card. Ensure this is the one they are using/have been scanning and select the media option by clicking where the wording is bolded.
- Once in this screen we want to set the hotlist reason as active in the drop-down. Ans ensure the active box is checked at the top of the screen.
- Add a comment briefly explaining the situation and reason for removal of hotlist.
- Add.
- Update.
- The guest's pass has been unhotlisted.
Adding a Hotlist on Ticket Access
When you need to hotlist a guest due to suspicious activity, ski patrol suspension, fraudulent use etc. you will want to hotlist the guest's access so they cannot reprint a card and remove the hotlist.
- To do so you will want to navigate to the One Resort Tools at the bottom of the homepage of RTP and locate the "Ticket/Pass Information" option.
- Once selected you will either tap the guest's pass when the ticket or pass bubble is selected or you may paste the guest's IP in the customer bubble if we do not have their physical card.
- You will then see a list of any of their current or past access. Locate the current access they are skiing on and select the line item.
- With the line item selected, select the hotlist tab closer to the top.
- You will need to select the hotlist type or reason in the hotlist drop-down.
- Set the expiration date according to when we need the hotlist to begin and when it may end.
- Add a comment briefly explaining the situation.
- Add
- Ok.
- The guest's access has been hotlisted.
Adding a Hotlist on RFID Media
When you need to hotlist a guest due to missing waiver, incorrect photo, returned day on a multi-day ticket you would want to hotlist the media itself.
- To do so you will go to customer manager and locate the guest's account containing the pass.
- Under Access/Pass Media we want to select Pass Media Profile.
- The Generic Pass Media will be the listed option of the guest's current/active RFID card. Ensure this is the one they are using/have been scanning and select the media option by clicking where the wording is bolded.
- Once in this screen we want to select a hotlist reason in the drop-down that is closest to the reason why we are hotlisting.
- Add a comment briefly explaining the situation.
- Add.
- Update.
- The guest's RFID media is now hotlisted.