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Guest Service Specialists (GS) deal with customers who come to the Winterfell Parks site to skate, ski, snowshoe, or just to relax. Guests purchase individual or family day passes or season passes. GS, also, book enrollments for classes and market season passes to current and potential customers.

Admission to the park is documented via day or season passes, purchased at Guest Reception or, in advance, through the mail. We, also, sell corporate passes to companies who offer season-long access to a park as a benefit to their employees. Each visitor is given a colourful park tag to display on their coat or jacket. No part of the park or any park facilities can be accessed without a valid tag.

Season passes can be purchased for an individual or for a family (maximum of two adults and children under 17). Season passes can be purchased, through a GS, in advance or in person on the day a person comes to the park. Season passes are for one park and one season only. The season starts around December 1 and ends around March 31, depending on the specific park location. The cost for passes also varies by location. Each parks open and close dates should be recorded, along with the costs for individual and family day and season passes.

Cost for a corporate season pass is determined based on the park location and the number of company employees. We need to record information for all our corporate customers, including company name, full address; contact employees first and last name, phone, and email address; and number of employees. Companies issue vouchers to employees that can be exchanged for tags at a specific park.

A company may purchase a corporate pass from more than one park at a time. If they purchase multiple passes, they will issue vouchers specific to each park. We may have company customers in our records who have not yet purchased any passes.

When a customer visits a park, the visitor must fill out a Winterfell Guest Agreement (see Appendix A). the agreement sets forth the rules of the park, along with waivers of certain types of liability. The form includes a unique pass ID number, guest first and last name, phone number, city, street address, postal code, e-mail address, type of pass (Day, F-Day, Seas, F-Seas, or Corp), the park ID number, and the purchase date. Each GS receives a commission on each full season pass they sell, so it is necessary to record which GS handled the season pass sale (but not the day passes). In addition, we need to record full names for each family member who will use a family season or family day pass. All adult family members must sign the agreement, but only one adult is listed as the main customer. Corporate passes are documented by a written agreement between WPC and the company customer.

The agreement identifies the company by name, the company address, the specific park and season covered, the name of the company individual with signing authority, and the cost to the company. The agreement is signed by both parties. Each park tag issued documents a guests visit to a park. Each tag will identify the customer, have a unique tag number, pass ID, park identifier, visit date, and season identifier (i.e., 2019 indicates the full season December 1, 2019, through March 31, 2020). Season pass owners will likely have multiple tags issued during the season. We do not issue a separate tag when a guest leaves and re-enters a park on the same day.

A partial season pass use report is presented in Appendix B. GSs also handle scheduling cross-country, figure skating, and hockey skating classes. Classes are all two-hours in length. There is usually at least one class for each sport, at each level, at every park every day on weekends, but less frequently during the week. The cost for a class is $20 for adults and $10 for children 12 and under.

Each class will have one SI as instructor. Each class at a park has a class ID number (unique to the park) and is described by the type of class (cross-country ski, figure skating, or hockey skating), the level (beginners, intermediate, or advanced), the date and time, and the instructor identification. Guests are encouraged to pre-pay for classes as early as possible, so they can be added to the enrollment list for the class. Each enrollment records identity of the guest and their pass number (if they have purchased the pass already), the specific class and park, and whether they are an adult or child. Each enrollment is for a single class.

Visitors must have a fee receipt to participate in a class. All participants in classes must have a valid tag for the park. We want to record which GS handled each class enrollment and be able to calculate the total amount of fees collected for each class. It is important that we can find out which classes, the dates, and the students our SIs have taught over time. Knowing which classes are most popular will help us better schedule classes in the future.