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Home My WebLink About2016-08-02 Agenda and Supporting Documentation Afternoon Meeting AgendaVAIL TOWN COUNCIL REGULAR MEETING Agenda TOWN Of VAJt' Town Council Chambers 75 South Frontage Road W., Vail, CO 81657 1:00 PM, August 2, 2016 Notes: Times of items are approximate, subject to change, and cannot be relied upon to determine what time Council will consider an item. Public comment on any agenda item may be solicited by the Town Council. 1. Site Visits 1.1. Site Visit to Vail Golf and Nordic Clubhouse Van will depart from Vail Municipal Building for site visit to 1775 Sunburst Drive Background: This site visit includes a tour of the Golf and Nordic Clubhouse in order to see the progress being made with the renovation. A fall completion date is anticipated. 2. DRB / PEC Update 2.1. DRB/PEC Presenter(s): Chris Neubecker, Planning Manager 3. Presentations / Discussion 60 min. 5 min. 3.1. Welcome Centers/Host Program RFP Interviews & Selection of Contractor 90 min. for Operational Management Presenter(s): Suzanne Silverthorn, Director of Communications Action Requested of Council: Review the written material submitted by the three proposers and interview each of the candidates in preparation for a selection decision during the evening session. Background: On May 19, 2016, the Town of Vail issued a request for proposals for management of its Welcome Centers, the Volunteer Community Host Program and Guest Welcome Services Program. The three firms responding to the RFP (in alphabetical order) -- Colorado Activity Centers, Inc., Donovan Pavilion Management, Inc. and Vail Info Inc. -- have been forwarded to the final round which includes preparation of a written business plan and interviews with the Town Council. The current service contract for management of the Welcome Centers/Host Program expires on September 30, 2016. 4. Information Update 4.1. July 2016 Revenue Update 4.2. Private Greenhouse Informational Memorandum 5 min. August 2, 2016 - Page 1 of 444 4.3. Town Smoking and Vaping Laws and Regulations Memorandum. 4.4. Ski Storage Informational Memorandum 4.5. June 2016 Sales Tax Memorandum 5. Matters from Mayor, Council and Committee Reports 5.1. Annual Civic Recognition Award Update Presenter(s): Dave Chapin, Mayor Action Requested of Council: Council support of an annual civic recognition award with first year to be rolled out with Vail 50th birthday celebration activities. Background: Proposal presented by council committee to develop concept for an annual civic recognition award as a legacy project associated with Vail's 50th birthday activities. 6. Executive Session 5 min. 6.1. Executive Session, pursuant to: 1) C.R.S. §24-6-402(4)(b) - to receive legal 30 min. advice on specific legal questions, Regarding: Property tax homestead exemption, increasing the lift tax ballot question, smoking or vaping in public, booting of vehicles and Colorado House Bill 16-1309 and Colorado House Bill 16-1311 Presenter(s): Matt Mire, Town Attorney 7. Recess 7.1. Recess approximately at 4:15 p.m. Meeting agendas and materials can be accessed prior to meeting day on the Town of Vail website www.vailgov.com. All town council meetings will be streamed live by Public Access Television Channel 5 and available for public viewing as the meeting is happening. The meeting videos are also posted to Channel 5 website the week following meeting day, www.publicaccess5.org. Please call 970-479-2136 for additional information. Sign language interpretation is available upon request with 48 hour notification. Please call 970-479-2356, Telecommunication device for the deaf (TDD) for information. August 2, 2016 - Page 2 of 444 TOWN OF VAR' VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Site Visit to Vail Golf and Nordic Clubhouse Van will depart from Vail Municipal Building for site visit to 1775 Sunburst Drive BACKGROUND: This site visit includes a tour of the Golf and Nordic Clubhouse in order to see the progress being made with the renovation. A fall completion date is anticipated. August 2, 2016 - Page 3 of 444 VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: DRB/PEC PRESENTER(S): Chris Neubecker, Planning Manager ATTACHMENTS: Description July 20, 2016 DRB Meeting Results July 25, 2016 PEC Meeting Results TOWN OF VAIP August 2, 2016 - Page 4 of 444 TOWN OF VA MEMBERS PRESENT Bill Pierce Rollie Kjesbo Doug Cahill Peter Cope DESIGN REVIEW BOARD AGENDA PUBLIC MEETING July 20, 2016 Council Chambers 75 South Frontage Road West - Vail, Colorado, 81657 PROJECT ORIENTATION SITE VISITS MEMBERS ABSENT Andy Forstl 1:30pm 1. Stevinson/Donovan Residences — 4253 Spruce Way 2. Story Residence — 3230 Katsos Ranch Road 3. Blue Mountain Investments 304 Bridge Street / Red Lion Condominiums 4. Price Residence — 354 Beaver Dam Road 5. Silver Residence — 1379 Westhaven Circle MAIN AGENDA Stevinson Residence DRB16-0239 Final review of an exterior alteration (paint) 4253 Spruce Way Unit B/Lot 15, Block 9, Bighorn 3rd Addition Applicant: Bryan Stevinson ACTION: Table to August 3, 2016 MOTION: Kjesbo SECOND: Cahill 2. Donovan Residence DRB16-0240 Final review of an exterior alteration (paint) 4253 Spruce Way Unit A/Lot 15, Block 9, Bighorn 3rd Addition Applicant: Lawrence Donovan ACTION: Table to August 3, 2016 MOTION: Kjesbo SECOND: Cahill 3. Town of Vail DRB16-0229 Final review of an exterior alteration (fence) 250 South Frontage Road West/Tract C, Vail Lionshead Filing 2 Applicant: Town of Vail, represented by Gregg Barrie ACTION: Withdrawn 4. Story Residence DRB16-0242 Final review of new construction (duplex) 3230 Katsos Ranch Road/Lot 3, Block 1, Vail Village Filing 12 Applicant: Mark Story, represented by Martin Manley Architects ACTION: Table to August 3, 2016 MOTION: Kjesbo SECOND: Cahill CONDITION(S): Page 1 3:OOpm Matt VOTE: 4-0-0 Matt VOTE: 4-0-0 Matt Brian VOTE: 4-0-0 August 2, 2016 - Page 5 of 444 5. Blue Mountain Investments DRB16-0265 Brian Final review of changes to approved plans 304 Bridge Street Unit R-3 (Red Lion Condominiums) / Lots E -H, Block 5A, Vail Village Filing 1 Applicant: Blue Mountain Investments, represented by Judge & Associates Architects ACTION: Approve with Conditions MOTION: Kjesbo SECOND: Cahill VOTE: 4-0-0 CONDITION(S): 1. A new surface material shall be installed around the exhaust flue enclosure on the north elevation so that the exterior surface can retain a cleaner appearance. 6. Town of Vail DRB16-0160 Brian Final review of an exterior alteration (shed, landscaping) 360 South Frontage Road/Town of Vail Unplatted Ford Park Applicant: Town of Vail, represented by Pedro Campos ACTION: Approve MOTION: Kjesbo SECOND: Cope VOTE: 3-0-1 (Cahill Absent) 7. Price Residence -Beaver Dam Dev Co. LLC DRB16-0246 Chris Conceptual review of new construction (duplex) 354 Beaver Dam Road/Lot 9, Block 2, Vail Village Filing 3 Applicant: Kent Price, Beaver Dam Dev Co. LLC, represented by Suman Architects ACTION: N/A 8. Silver Residence DRB16-0270 Jonathan Conceptual review of an addition 1379 Westhaven Circle Unit S/Lot 2, Glen Lyon Subdivision Applicant: Aviva Silver, represented by Jim Buckner ACTION: N/A STAFF APPROVALS Parc Vail 68 LLC DRB16-0228 Brian Final review of an exterior alteration (deck) 68 Golf Lane Unit 68/Area A, Sunburst At Vail Applicant: Parc Vail 68 LLC, represented by Jason Morris Severence Residence DRB16-0230 Brian Final review of an exterior alteration (landscaping) 4336 Streamside Circle/Lot 2 & 3, Bighorn Subdivision 4t" Addition Applicant: Richard Severence, represented by Ceres Landcare Chamonix Chalets Homeowners Association DRB16-0232 Brian Final review of an exterior alteration (landscaping) 2450 Chamonix Lane/Lot 6, Block B, Vail Das Schone Filing 1 Applicant: Chamonix Chalets Homeowners Association, represented by Rick Herwehe Brennen Residence DRB16-0248 Jonathan Final review of an exterior alteration (landscaping) 1838 Sierra Trail/Lot 15, Vail Village West Filing 1 Applicant: John Brennen Corness Residence DRB16-0249 Jonathan Final review of an exterior alteration (landscaping) 4435 Glen Falls Lane/Lot 3, Forest Glen Subdivision Page 2 August 2, 2016 - Page 6 of 444 Applicant: John Corness Rosenbach Residence DRB16-0251 Final review of a changes to approved plans (windows/landscaping) 103 Rockledge Road/Lot 4, Block 7, Vail Village Filing 1/Raether Minor Subdivision Replat Applicant: Susan Rosenbach, represented by K.H. Webb Architects Medley Residence DRB16-0252 Final review of a changes to approved plans (landscaping) 4444 Streamside Circle Unit A/Lo11, Bighorn 4th Addition Applicant: Mark Medley, represented by Sherry Dorward Culp Residence DRB16-0253 Final review of an exterior alteration (landscaping) 2960 Manns Ranch Road/Lot 8, Block 1, Vail Village Filing 13 Applicant: Virginia Culp, represented by Alex Vosicky Sawyer Residence DRB16-0254 Final review of an exterior alteration (landscape) 1874 Glacier Court Unit A/Lot 22, Block 2, Lions Ridge Filing 3 Applicant: Jon Sawyer Wagner Residence DRB16-0257 Final review of an exterior alteration (landscaping) 4899 Meadow Drive Unit B/Lot 13, Block 5, Bighorn 5th Addition Applicant: Robin Wagner Faickney Residence DRB16-0258 Final review of an exterior alteration (landscaping) 4346 Streamside Circle/Lot 4, Bighorn 4th Addition Applicant: Robert Faickney, represented by Chris Forman Vail Racquet Club Owners Assoc. DRB16-0259 Final review of an exterior alteration (tennis courts) 4695 Racquet Club Drive/Vail Racquet Club Condominiums Clubhouse Applicant: Vail Racquet Club Owners Assoc., represented by Steve Loftus Town of Vail DRB16-0261 Final review of an exterior alteration (fence) 461 Vail Valley Drive/Tract F2, Vail Village Filing 5 Applicant: Town of Vail, represented by Todd Oppenheimer Harding Residence DRB16-0269 Final review of an exterior alteration (landscaping) 4266 Columbine Drive/Lot 20-3, Bighorn Subdivision Applicant: Jeffrey Harding Jonathan Chris Matt Jonathan Jonathan Jonathan Jonathan Chris Jonathan The applications and information about the proposals are available for public inspection during regular office hours at the Town of Vail Community Development Department, 75 South Frontage Road. The public is invited to attend the project orientation and the site visits that precede the public hearing in the Town of Vail Community Development Department. Times and order of items are approximate, subject to change, and cannot be relied upon to determine at what time the Planning and Environmental Commission will consider an item. Please call (970) 479-2138 for additional information. Sign language interpretation is available upon request with 48-hour notification. Please call (970) 479-2356, Telecommunication Device for the Deaf (TDD), for information. Page 3 August 2, 2016 - Page 7 of 444 TOWN OF VAIL4 Call to Order Members Present: PLANNING AND ENVIRONMENTAL COMMISSION July 25, 2016 2:30 PM Vail Town Council Chambers 75S. Frontage Road -Vail, Colorado, 81657 Chairman Rediker, Kirk Hansen , Brian Gillette, John Ryan Lockman, Henry Pratt, Ludwig Kurz and Brian Stockmar Absent: None A request for a recommendation to the Vail Town Council for a Prescribed Regulations Amendment, pursuant to Section 12-3-7, Amendment, Vail Town Code, to amend Section 12-13-5, Employee Housing; Employee Housing Unit Deed Restriction Exchange Program, Section 12-23-6, Commercial Linkage; Methods of Mitigation, and Section 12-24-6, Inclusionary Zoning; Methods of Mitigation, Vail Town Code, concerning the payment of Fees in Lieu of providing Employee Housing and setting forth details in regard thereto (PEC16-0025). Applicant: Town of Vail Planner: Alan Nazzaro Action: Continue to August 8, 2016 Motion: Kurz Second: Stockmar Vote: 7-0-0 A request for a recommendation to the Vail Town Council for a Prescribed Regulations Amendment, pursuant to Section 12-3-7, Amendment, Vail Town Code, to amend Section 12-15-3, Definition, Calculations, and Exclusions, Vail Town Code concerning the definition of Gross Residential Floor Area (GRFA) and setting forth details in regard thereto (PEC16- 0024). Applicant: Town of Vail Planner: Chris Neubecker Action: Continue to August 8, 2016 Motion: Stockmar Second: Kurz 4. Approval of Minutes 1) June 27, 2016 PEC Meeting Results Action: Approve Motion: Gillette Second: Lockman 2) July 11, 2016 PEC Meeting Results Action: Approve Vote: 7-0-0 Vote: 5-0-2 (Rediker, Kurz Abstain) August 2, 2016 - Page 8 of 444 Motion: Kurz Second: Stockmar Vote: 7-0-0 5. Informational Update 1) An informational update on the community recycling program. - 15 min. Mark Hoblitzell, Sustainability Coordinator, presented a PowerPoint updating the Planning & Environmental Commission on the Town's recycling program. Topics included diversion rate, participation rate, and future goals. Rediker — Is the lag in recycling related more a result of businesses or residences? Hoblitzell — Yes, the initial lag was in residential recycling was due to lack of curbside pickup, but then there was a jump in residential participation. Rediker — Is there a threshold goal for diversion? Hoblitzell — Zero waste is the ultimate goal. As of right now we are not near a limit of what can be recycled. There is a still a lot of potential for recycling. Rediker — Would like to know a realistic expectation for the Town's level of recycling. Bertuglia — A realistic short term target is approximately 50%. Stockmar — Can you determine compliance based on year-round residents versus visitors? Hoblitzell — We will be able to have a better idea as we collect information during the different seasons. Hansen asked how collection takes place within the Commercial Core. Lockman — Has the Town examined a one -hauler contract system? Hoblitzell — No. There is an open subscription system. Lockman — It is worth reviewing that option. Gillette asked a series of questions regarding achieving the established goals. Lockman stated that the existing local recycling facilities, the Town's remote location, and lack of density make achieving a high diversion rate difficult. Rediker commented that the funds that were available to assist in purchasing recycling bins, etc. were not fully utilized by residents and businesses. Rediker asked about the commercial compliance verification procedures. Rediker commented on the need for e -waste recycling and was glad the Town offered free e -waste recycling at their event this year. August 2, 2016 - Page 9 of 444 Pratt expressed concern that the survey numbers may be artificially high due to the study being done in April and May. Hoblitzell explained that there will be ongoing collection of data throughout the seasons. 2) Vail Village Character Area Update - 60 min. Jonathan Spence, Town Planner, introduced the project and referenced a PowerPoint presentation. Tom Braun, Braun Architects, also spoke regarding the project. The presentation included topics such as a brief history of some of the structures and blocks within Vail Village and existing design guidelines and standards, including specific elements within the Vail Village Urban Design Guide Plan. Vail Village is unique from other ski towns in its architectural character and scale, public spaces, and streets and corridors. Gillette and Rediker debated the pros and cons of strong versus weak design regulations. Spence suggested a middle ground where certain design elements may be highly regulated, and others may be less regulated to allow for a more diverse, yet still compatible, design. Hansen — Is there a timeline for this project? Braun — Not specified yet, but anticipates approximately 6 months. Hansen — Have you looked at other towns as examples for guidelines? Braun — Santa Fe, NM and Park City, UT Rediker — Are there other documents that will be changed? Braun — Maybe CC1 Zoning District or other zoning districts within the plan area. Gillette — Operations are another area in which character is established. Kurz — The objective of the Urban Design Guide Plan was to protect the existing character without jeopardizing new development. In regards to a timeline, it is less important to complete the update quickly than it is to complete it correctly. Pratt — A review of what makes Vail's architecture unique would be important prior to discussing the architectural portion of the update. 6. Adjournment Action: Move to Adjourn Motion: Kurz Second: Pratt Vote: 7-0-0 August 2, 2016 - Page 10 of 44z TOWN OF VAIP VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Welcome Centers/Host Program RFP Interviews & Selection of Contractor for Operational Management PRESENTER(S): Suzanne Silverthorn, Director of Communications ACTION REQUESTED OF COUNCIL: Review the written material submitted by the three proposers and interview each of the candidates in preparation for a selection decision during the evening session. BACKGROUND: On May 19, 2016, the Town of Vail issued a request for proposals for management of its Welcome Centers, the Volunteer Community Host Program and Guest Welcome Services Program. The three firms responding to the RFP (in alphabetical order) -- Colorado Activity Centers, I nc., Donovan Pavilion Management, I nc. and Vail I nfo I nc. -- have been forwarded to the final round which includes preparation of a written business plan and interviews with the Town Council. The current service contract for management of the Welcome Centers/Host Program expires on September 30, 2016. ATTACHMENTS: Description Welcome Centers/Host Program RFP Interviews and Selection of Contracot Operational Management Memorandum Colorado Actvities Center, Inc Proposal Donovan Pavilion Mangement, Inc Proposal Vail Info Inc Proposal Evaluation Tool Town of Vail Request for Proposals for Management of Vail Welcome Centers, Volunteer Community Host Program and Guest Welcome Services Program August 2, 2016 - Page 11 of 44z rowN ofvain Memorandum To: Vail Town Council From: Stan Zemler, Town Manager Suzanne Silverthorn, Communications Director Date: August 2, 2016 Subject: Welcome Centers/Host Program RFP Interviews & Selection of Contractor for Operational Management I. PURPOSE The purpose of this session is to provide the information needed for selection of a contractor to manage future operations of the Vail Welcome Centers and Community Host program effective October 1, 2016. Council will be asked to make its selection based on the written material that has been submitted as a requirement of a request for proposals process as well as in-person interviews of representatives from the three qualifying responders. II. BACKGROUND On May 19, 2016, the Town of Vail issued a request for proposals for management of its Welcome Centers, the Volunteer Community Host Program and Guest Welcome Services Program. The RFP asked for qualifications, ideas and approaches to leverage the Town's resources to fulfill a stated goal of delivering a five-star customer experience. The deadline for responses was July 1, 2016. Three firms responded (in alphabetical order): • Colorado Activity Centers, Inc. • Donovan Pavilion Management, Inc. • Vail Info Inc. On July 5, 2016, the Vail Town Council reviewed the proposals in executive session and forwarded all three candidates to the final round which has included preparation of a written business plan and scheduled interviews during the August 2, 2016 Town Council meeting. A service contract for management of the Welcome Centers/Host Program was last executed in 2013 with Vail Info Inc. and expires on September 30, 2016. III. SELECTION PROCESS August 2, 2016 - Page 12 of 44z The contractor selection process has been divided into two parts during the August 2 meeting: PART 1 -1 Afternoon Meeting In-person presentations and interviews with the Town Council in 30 -minute increments as follows: • Colorado Activities Center, Inc. • Donovan Pavilion Management, Inc. • Vail Info, Inc. Responders have been asked to spend up to 15 minutes on the following topics: Qualifications and approach. Introduce yourself and key members of your team. Provide a summary of your approach and what it means to deliver a 5 -star guest experience. o Questions to consider: How are you uniquely qualified to manage the Welcome Centers/Host program operations? What relevant experience will you bring to an operation of this scale and scope? What are the key principles that will guide your operations? How will you create a 5 -star guest experience under your management? Describe any new initiatives you're proposing. Business plan. Provide an overview of your business plan. o Questions to consider: What does your staffing model look like? What are the annual costs of operation? What are the value-added services included in your business plan? What are your key performance metrics and how will you measure them? Collaboration and integration. Describe how you plan to build or expand relationships with other Vail entities to ensure a seamless guest experience. o Questions to consider: What organizations or entities are important to ensuring a seamless guest experience? How do you plan to work with them? Following the 15 minute overview, there will be up to 15 minutes for Q&A by the Town Council. PART 2 — 6:00 p.m. I Evening Meeting Following the presentations in the afternoon, the August 2 evening session will include an agenda item to provide an opportunity for public comment on the 3 proposals and a vote by the Town Council to select the contractor, assuming the Town Council has the information it needs to make a decision. Proposals are to be evaluated based on qualifications, business plan and vision alignment. Town of Vail Page 2 August 2, 2016 - Page 13 of 44z IV. ACTION REQUESTED OF TOWN COUNCIL Staff requests the following action from the Town Council: Provide the due diligence needed to direct the staff to prepare a contract for operation of the Vail Welcome Centers and Community Host Program beginning October 1, 2016 with the firm best qualified to leverage the Town's resources to fulfill its stated goal of delivering a five-star customer experience. The term of this contact shall be for one year with the opportunity to renew the contract for an additional two years based on exceptional performance. V. ATTACHMENTS Colorado Activities Center, Inc. Proposal Donovan Pavilion Management, Inc., Proposal Vail Info Inc. Proposal Evaluation Tool Town of Vail Request for Proposals for Management of Vail Welcome Centers, Volunteer Community Host Program and Guest Welcome Services Program Town of Vail Page 3 August 2, 2016 - Page 14 of 44z PHASE 2 Colorado Activity Centers, Inc. Contact: Michael Campbell mcampbell@coloradoinfo.com 970-390-4841 www.coloradoinfo.com July 28, 2016 COLORADO ACTIVITY CENTERS, INC. ACTN �� 2121 N. Frontage Rd. West #237, ,0 Coloradolnfo.com Vail, Colorado 81657 IERS" 970-668-5259 ` F ' ` .. _ Town of Vail July 28, 2016 RE: Management of Town of Vail Welcome Centers, the Volunteer Community Host Program, and Guest Welcome Services Program - Phase 2 Town Manager's Office 75 S. Frontage Rd. Vail, CO 81658 ATTN: Vail Welcome Center Review Team This transmittal letter is formal notification of the attached submittal by Colorado Activity Centers, Inc. (CAC) for Phase 2 regarding the contract to manage the Town of Vail Welcome Centers, the Volunteer Community Host Program, and the Guest Welcome Service Program. It is also serves as notice that we strived to address all elements of the RFP for Phase 2. Detailed within the submittal are our best efforts to define the specifics of what we believe are the intentions of the RFP we received. We also believe the new approach for the entire Welcome Center program is one which the Review Team should pursue. It not only includes reaching a five-star guest experience level, but it will elevate the program to much greater heights and become a complimentary marketing effort to what is currently in place by extending the Vail Brand exposure further into the marketplace. The components outlined in the submittal will generate increased visitation, increased business activity in the community, and increased sales tax revenues for the Town of Vail. As previously noted CAC has been involved with Vail and the Vail Business Community since 1981. There are many relationships that go back 25-30 years. As publisher for the Vail Chamber's guide we'll be developing many new relationships through our constant presence there. It is our major focus to make sure we do all we can to assist our clients, which include the Town of Vail and Vail Resorts, in being successful. We believe that the Welcome Centers are a greatly underutilized asset for the community. Working in concert with the Town of Vail and the community we will more fully develop the unbelievable upside that currently exists. Much is outlined in the submittal — not the least of which is creating a five-star environment at the centers for the benefit of guests and staff. CAC has a history of entering partnerships for the long run. If CAC is successful in being chosen the Town of Vail can expect a valuable partner for years to come. We very much look forward to the opportunity to assist the Town of Vail in this endeavor. Thank you again for including us. Respectfully, Michael J. Campbell, President Colorado Activity Centers, Inc. August 2, 2016 - Page 16 of 44z COLORADO ACTIVITY CENTERS, INC. ALORADO 2121 N. Frontage Rd. West #237, TIVITY _4� �Coloradolnfo.com Vail, Colorado 81657 ENTERS" 970-668-5259 PROPOSED BUSINESS PLAN Submitted by Colorado Activity Centers, Inc. 2121 N. Frontage Road, W #237 Vail, CO 81657 OPENING REMARKS Colorado Activity Centers, Inc. (CAC) is very appreciative of the opportunity to participate in the Town of Vail's Welcome Center RFP process. We believe that our extensive knowledge of and experience within the Colorado tourism industry will help immensely in the effort to improve the guest experience at the Welcome Centers, increase visitation at the Welcome Centers, generate new business for the Vail community, and increase sales tax revenues for the Town of Vail. CAC has a broad, well-established infrastructure that is specifically designed to accept new operations. Having been in business since 1981 and having added many new programs over the years, CAC's existing system will easily absorb all the needs of the Welcome Center program. For example, all the necessary state and federal accounts for workman's comp, payroll tax deductions, unemployment insurance, etc. are already in place. CAC also has existing business liability and vehicle insurance policies with State Farm. The accounting platform CAC uses is QuickBooks. Through that we'll be able to generate for the Town of Vail the reports necessary to provide ongoing, accurate information to ensure financial operations are in order. CAC has considerable experience in the development of reports to clients. In this case, we will make use of existing processes, and create new ones as necessary, to track meaningful data such as visitor referrals, lodging referrals, guest feedback, and the like. It should be noted that the Director, Michael Campbell, has 35 years of hands-on experience in the Colorado tourism industry. He has held several front line positions, including serving as a hotel desk clerk/concierge and later the GM at that a hotel, holding the Assistant Manager position of a resort -owned ski rental shop, and owning and operating an arts & crafts store. This experience in assisting guests firsthand with their questions and needs has served him well in many regards. He co-founded Aspen Activities Center and was involved with that operation until 1981 when, using a similar model, he created a statewide concept — Colorado Activity Centers (CAC). Prior to the Internet CAC organized a consumer travel show effort in conjunction with tourism entities around the state. At the high point the schedule numbered 25 shows a year. The majority were summer travel -oriented shows and the balance Page 1 August 2, 2016 - Page 17 of 44z COLORADO ACTIVITY CENTERS, INC. OLORADO 2121 N. Frontage Rd. West #237, CTIVITY _4� �Coloradolnfo.com Vail, Colorado 81657 ENTERS" 970-668-5259 were ski shows. In addition to establishing the schedule and structure, developing partnerships, and managing the staff and logistics, this effort involved Michael attending several shows each year. CAC created show booths that were essentially Colorado welcome centers and traveled to key markets to promote Colorado and encourage more visitation. Being involved first-hand in attending to prospective visitors' questions, perceptions and interests generated a huge amount of guest service experience. In terms of program scope, Michael revitalized the Mountain Community County Fair and managed it for eight years. He became involved at a time when organizers were fading in terms of numbers and interest. He recruited a new committee, developed dozens of sponsorships, and through his guidance built the fair up to a seven-day event that involved four rodeos, numerous equestrian events, food vendors, 4H exhibit tents, live entertainment, sponsorship sales and upwards of seventy to eighty volunteers. Within three years there was enough reserve in the bank to run the fair for a year with $0 revenues. Since its inception in 1981, CAC has gone from a staff of one, Michael, to a staff of six fulltime employees and six contract associates (five doing sales and one being a graphic designer). The longest tenured employee has been with the company for 17 years, followed by one at 7 years and two at 5 years. Our newest key member is about at her 2 -year anniversary and has made it known to all that "this is the best job she's ever had." CAC has three vans on the road five days per week and generally has two to three visitor guides in production at any given time. CAC is a well -tuned machine which operates under Michael's guidance and follows basic management principles including: • Development of organization • Direction of tasks at hand • Delegation of responsibilities, • Empowerment of staff to make decisions • Ownership and recognition of staff contributions to the effort • Taking satisfaction in always giving their best while maintaining a high level of customer service. CAC and Michael have a long track record of devoting their best efforts to every project they undertake. First and foremost the goal always is to develop a successful outcome. That involves having the right people, creating a terrific working environment, providing clients with real value for their investment, and producing the desired end product. There is no question we will attract quality people and create the culture necessary to improve the guest service level to the five-star experience Page 2 August 2, 2016 - Page 18 of 44z COLORADO ACTIVITY CENTERS, INC. OLORADO 2121 N. Frontage Rd. West #237, CTIVITY _4� �Coloradolnfo.com Vail, Colorado 81657 ENTERS" 970-668-5259 that is desired by the Town of Vail. Through the innovative ideas and programs we will introduce, the Welcome Centers will become recognized by the community as a vital element of the Town of Vail's commitment to more tourism, while creating the best possible guest experience while in Vail. CAC's recommended approach will: • Increase visitation through an expanded reach of the Vail Brand in the marketplace • Generate more revenues for the business community • Increase the level of sales tax revenues for the Town of Vail. THE GUEST EXPERIENCE/STAFFING A key element to creating a five-star guest experience is to develop a five-star environment at the Welcome Centers to attract quality staff and volunteers who will in turn deliver the best possible experience for guests. Our goal is to have the Welcome Centers Guest Services position become one of the most sought after jobs in Vail. The same applies to the Host Program. In both instances, we expect to have a waiting list of interested staff and host candidates from which to select. As mentioned in Phase 1, CAC will encourage current staff members to reapply and go through our interview process. Those that exemplify the knowledge, demeanor, and necessary level of commitment to promote the Vail brand and provide the desired guest experience will be retained. Along with having the proper work environment, having the correct personnel is a key component in developing the foundation for success. The interviews will be conducted by our Management Team comprised of myself, Lauren Forcey and Michelle Sendor. When this evaluation is complete we'll be able to determine the number of new staff and volunteers that are needed. Using all existing contacts and relationships, including the newly established Welcome Center Committee (more on that later) those openings will be broadcast throughout the community. It has been our experience that the best candidates come from personal recommendations. As the winter season nears, should there be any remaining openings, we'll turn to other forms of encouraging applicants — advertising, public service announcements and the like. There will always be an ongoing emphasis on having multi-lingual staff and volunteers. CAC's approach to staffing is to have a combination of seasonal and year-round team members. After reviewing and interviewing existing staff who have opted to reapply, we'll begin the process creating a structure. This could take many different forms and is somewhat dependent upon who reapplies and their previous position and length of service. In the final analysis, our Management Team will designate some staff as being supervisor status. We will continue to actively direct as we implement our set of management principles noted earlier. Page 3 August 2, 2016 - Page 19 of 44z COLORADO ACTIVITY CENTERS, INC. OLORADO 2121 N. Frontage Rd. West #237, CTIVITY _4� �Coloradolnfo.com Vail, Colorado 81657 ENTERS" 970-668-5259 To better ensure attracting quality applicants CAC recommends compensation for staff be in the $15-$20/hour range. Those chosen as supervisors will have more responsibilities and be compensated accordingly. At least one supervisor will be on duty every day. In addition staffing each Welcome Center when open, additional hours will be built into the schedule to accommodate supervisor attendance meetings of interest to the Welcome Center program. For example, these might include meetings held by the Welcome Center Committee, the VLMDAC, the Commission on Special Events, or meetings for specific purposes such as those we'll have with Vail Resorts to coordinate our host program with theirs in an effort to further create a seamless guest experience. This additional time would also be used to undertake a new, proactive "Community Outreach Program." The underlying goals are to: • Educate the community on the guest service programs provided by the Welcome Centers • Encourage local stakeholders to volunteer some time to assist the Welcome Center staff and experience face time with our guests needing assistance and/or assist us with monitoring the service provided by staff and hosts • Inform every one of the opportunities available to them at the Welcome Centers to promote their business, event, etc. • Generate certificate donations which may be used either to help a guest experience that's been challenged, or as a recognition to staff or host that has provided exceptional service or created new ideas or improvements to the program This program will begin immediately in October. It will take some time, but every single business in Vail will be contacted. Once that is one we will continue to have an outreach campaign to keep everyone informed of new advancements, programs, opportunities, etc. The Hosts would be a mix of seasonal and year-round volunteers. The schedule calls for daily coverage of Vail Village/Meadow Drive and Lionshead during the winter season, and Friday through Sunday coverage during the summer season. It also provides for additional numbers during select holiday periods. There would be an "early" shift (10a -2p) and a "late" shift (1 p -5p). It will require approximately 418 shifts to handle the coverage just mentioned which is about 52% of total shifts available from the 40 volunteers. The remainder will be used to provide extra coverage during special events and other more active times as necessary. (We attempted to coordinate with Bobby Murphy at Vail Resorts to ensure our Host program would dovetail with his efforts at the resort. Unfortunately, due to his pending vacation we won't be able to meet prior to filing this submittal. Page 4 August 2, 2016 - Page 20 of 44z COLORADO ACTIVITY CENTERS, INC. OLORADO 2121 N. Frontage Rd. West #237, CTIVITY _4� �Coloradolnfo.com Vail, Colorado 81657 ENTERS" 970-668-5259 In terms of Welcome Center hours, CAC is suggesting they be open from Sam to Bpm during both the winter and summer seasons. Respectively, these are November 18th to April 16th and June 16th to September 17th. During the shoulder seasons we recommend the hours of gam to 5pm. Additional information and specifics on compensation, Guest Service Staff, Hosts and Welcome Center hours are contained in the Appendices. RECRUITMENT AND RETENTION PLAN CAC understands the challenge of finding and keeping quality employees in mountain communities. Offering a competitive compensation structure will help us develop a larger pool of applicants from which to choose. That, coupled with a healthy and balanced workplace will be instrumental in retaining the best of the best. The new atmosphere will be one that allows for and encourages collaboration between management and staff. To create the new culture that we believe is a necessary objective, CAC will adapt its own proven staffing guidelines to the Welcome Center operations - organization, direction, delegation, empowerment, ownership and satisfaction are the keys. For staff and volunteers alike, CAC will challenge everyone to follow established guidelines, to make decisions on the spot as necessary to accommodate our guests' wishes and needs, and to provide suggestions to improve existing offerings and create new ones. TRAINING MODULES & FREQUENCY Initial training for new staff and hosts will be extensive and targeted. Prior to the start of each winter and summer season, all existing staff and hosts will go through "refresher" training. This training will focus on changes in previous businesses, new businesses and new developments in Vail since the previous season, events on record at that juncture, new technology, etc. The on -boarding training for new hires will include quizzes to test the applicant's knowledge of Vail, along with an East Vail to West Vail tour. All training modules will be based on feedback received from the Welcome Center Committee (see below for further description). Additional training efforts will continue as the committee deems necessary. Managers will regularly update staff on key events in the area on a weekly basis, and ongoing meetings with staff and managers will be scheduled on at least a monthly basis. Training Programs will be instituted that includes such topics as: • Attentiveness to guests needs and desires • Knowledge and focus of the greater Vail Community (East Vail to West Vail) • Working knowledge of all interactive tools in the Welcome Centers • High regard to current and future events/activities • Appearance of self while on duty Page 5 August 2, 2016 - Page 21 of 44z COLORADO ACTIVITY CENTERS, INC. OLORADO 2121 N. Frontage Rd. West #237, CTIVITY _4� �Coloradolnfo.com Vail, Colorado 81657 ENTERS" 970-668-5259 • Appearance of the Welcome Center while on duty • Restocking of collateral in display racks • Importance of promoting the Vail brand • Refrain from recommending only "select" businesses • Requesting that guests mention "The Welcome Center staff recommended I come here." PERFORMANCE MEASUREMENT MODELS The proposed iPads and "Vail Getaways" will be a great tracking tool within the Welcome Centers. In order to sign up for giveaways, guests will use the new iPads. That enables us to ask the guests various questions such as "Where are you from?", "How long are you visiting?," and the all-important Net Promoter Score Question "How likely is it that you would recommend a trip to Vail to a friend or colleague?" Answers will be logged into the system and an entry to the "Giveaway" will be dropped in the digital hat. Questions such as "How was your service today?" could also be worked into the questionnaire to give us direct feedback on staff and hosts. These questions would give us a better understanding of who is stopping in to the Welcome Centers and would allow us to better serve their needs. There will be "secret guest" visits to the centers as part of the "trust and verify" portion of the program. Staff and hosts are fully expected to provide the highest level of service and assistance to guests. This function will help validate that expectation is being met. Reports from "secret guests" will be provided at the Welcome Center committee meetings for review and analysis. NEW DIRECTION/NEW PROGRAMS The ultimate goal is for a guest to have an enjoyable trip from start to finish, but when the inevitable unhappy customer comes into the Welcome Centers or is noticed by hosts, we want to quickly turn their experience around. Staff and volunteers will be empowered to take charge in these situations to quickly direct a guest's experience from negative to positive. Through training, and in practice, everyone will be encouraged to "think on their feet." Staff & Hosts will be armed with three options to help turn around a less than stellar situation: • CAC will be instituting a program similar to the Town of Vail's "Random Acts of Kindness" concept. Staff and hosts will be able to offer a gift card for a free cup of coffee in the winter or a free scoop of ice cream in the summer. These cards may be redeemed at specific businesses in Vail Village, Lionshead and West Vail. The merchants redeem them at the rate of $2 each through the town and, in turn, charges are applied to our program. • There would also be the option of giving out a free, one -day parking pass, should that be a more appropriate solution. This cost will also be absorbed by the Welcome Center program. Page 6 August 2, 2016 - Page 22 of 44z COLORADO ACTIVITY CENTERS, INC. OLORADO 2121 N. Frontage Rd. West #237, CTIVITY _4� �Coloradolnfo.com Vail, Colorado 81657 ENTERS" 970-668-5259 • Certificates generated through the "Community Outreach Program" and donated by the business community would also be available. These certificates will be recorded as they are received and documented as to the circumstances surrounding their usage. An ongoing log will be available for review by anyone as to how, when and why the certificates were used. New for the Welcome Centers will be 12.9 IPad Pros on stand-alone kiosks. (Photos are included in the Appendices.) These will be programmed to go directly to "welcometovail.com" when activated. On the homepage visitors will find links to such things as Vailgov.com, Vail.com, Vailchamber.org, Cotrip.org, the new VailApp, registration forms for E -newsletters and "Giveaways," a calendar of events, weather forecast info, and the like. This new feature will enable guests who prefer the electronic means of getting information to do so. (Note: Kiosk software will be installed on the IPad Pros which does not allow anyone to "surf the net.") Examples of the kiosk and the homepage can be found in the appendix. Hosts will be provided with IPad Mini 2, which will be set up identically to the larger units in the Welcome Centers. Having this technology available will help enhance their ability to provide a greater level of guest service and assist them with making decisions and recommendations on the spot. As noted in Phase 1, CAC will initiate a promotional program directed toward increasing visitation to the Welcome Centers and consequently to Vail. This effort will include creating a brochure promoting a drawing for a "Vail Getaway." To enter, a person would need to stop by one of the Welcome Centers to register. The brochure will be available on 170 from Fruita to Burlington, throughout Summit County, 125 from Ft. Collins to Pueblo and on all the concourses at DIA. (A copy is in the Appendices.) We met with Brooke Skjonsby, Marketing Manager for Vail Mountain. She not only thought the "Vail Getaway" brochure was great, but she really liked our overall approach of elevating the significance of the Welcome Centers for the community, creating a proactive approach to further increase the Vail Brand awareness in the marketplace, and striving to increase visitation to Vail. In addition, this program also encourages participation by local businesses as they would be donating the getaway components. This serves to further reinforce the Welcome Centers efforts to increase visitation and promote more business for the community. The possibility of selling the Vail's Women Workshop program at the Welcome Centers was also discussed. Ticket availability at the Welcome Centers will be included in social media campaigns, on the website, within the brochure, etc. This new "ticket outlet" function will not only attract more visitors, but encourage locals to stop in to get their tickets. Page '7 August 2, 2016 - Page 23 of 44z COLORADO ACTIVITY CENTERS, INC. OLORADO 2121 N. Frontage Rd. West #237, CTIVITY _4� �Coloradolnfo.com Vail, Colorado 81657 ENTERS" 970-668-5259 Another new program that intrigued her was CAC's introduction of ongoing displays for future events and programs. This opportunity would be available for events such as the Taste of Vail, the Go Pro Mountain Games and the Vail Film Festival to showcase their event 4-6 weeks in advance. We would encourage attractions such as the Vail Nature Center, the Vail Rec Department, and the Betty Ford Gardens to also participate. This effort combines with the ticket outlet concept to further encourage current guests in the Welcome Centers to return to Vail as future visitors. We also contacted Bob Monahan at Vail Resorts about selling lift tickets at the Welcome Centers. While having hard tickets to sell isn't possible, he is looking into the possibility of the Welcome Centers having the EpicDay cards. These could be passed out to visitors along with a brief instructional handout outlining how to "load" the card using one's phone. When the card is activated guests can go directly to the lifts which means no waiting in lines at the ticket windows. As part of the ongoing effort to raise the level of our guests' experience, a committee will be formed and will meet on a monthly basis. The makeup of the committee will provide representation from the Town of Vail, Vail Resorts, Vail Village, Lionshead, and West Vail, as well as covering lodging, dining, retail, etc. The goal is to have a committee representing all facets of the community. CAC is looking for committee members to provide new ideas, review programs in place, and generally look to improve all aspects of the Welcome Center operations. Those who already have committed to be on the committee include Rayla Kundolph, Brooke Sjkonsby, and Alison Wadey. The committee will be fully developed should CAC be the successful applicant. CAC will also create a social media presence to market the Welcome Centers and further promote the Vail Brand. Utilizing Facebook, Twitter, Instagram and monthly newsletters, The Vail Welcome Centers can reach a larger audience and become a resource to guests improving the overall five-star luxury experience Vail guests have come to know. Content will be created and centered around events, trip planning and supporting the local community. Vail's current marketing efforts are all done through Vail Resorts. We are looking to support their efforts, not duplicate or replace, and make a greater push towards town events. We would also create and update the event calendar for the new website, welcometovail.com and push these items out regularly to subscribers, and advertise them prominently in the Welcome Centers. Social Media will be managed on a daily basis and include a unique hashtag strategy for guests to participate in sharing their photos and experiences. Examples may include #WelcomeToVail #VailNow, #VailToday, #VisitingVail, #VailWelcomeCenters (to be determined) and newsletters will be sent out monthly. Page 8 August 2, 2016 - Page 24 of 44z COLORADO ACTIVITY CENTERS, INC. OLORADO 2121 N. Frontage Rd. West #237, CTIVITY _4� �Coloradolnfo.com Vail, Colorado 81657 ENTERS" 970-668-5259 IN REVIEW There are many new ideas and concepts outlined above that CAC will initially bring to the Town of Vail's Welcome Center program. It's only the beginning. A review of these new features includes: • A proactive "Community Outreach Program" • New tools for improving guest experiences • IPads in the Welcome Centers • I Pads for Hosts • A Welcome Center specific website • A "Vail Getaway" program to involve the community and promote more visitation • Social media presence and monthly newsletters • Becoming established ticket sales outlets • Ongoing displays to turn guests into repeat visitors • Establishment of a Welcome Center committee to facilitate and foster continued improvements in programs and experiences • A "Secret Guest" program to ensure program quality This is only the beginning. CAC has no doubts in its capabilities to use all that's outlined in the above plan to facilitate the accomplishment of the Town of Vail goals regarding its Welcome Center program. Just as it has proven to be a valuable partner to other destinations in the state, CAC will be the same for Vail. We're very comfortable that a five-star guest service experience can be attained and pledge to make dramatic progress in short order. We are committed to elevating the existing program to a higher level that pays dividends through increasing visitation, generating more business for the community and creating more sales tax revenues for the Town of Vail. Should CAC is the chosen contractor for the Welcome Center, the Town of Vail can rest assured it has a partner that will not rest in its attempt to do its best. We have a track record of approaching projects with a long-term viewpoint, and the Town of Vail's Welcome Center program is no exception. Once involved CAC will retain the best of what is in place and immediately introduce new features and programs to develop a more solid foundation for future years. We will continue to build on that foundation in all aspects to with an eye toward creating a Welcome Center program of which the Town of Vail can be proud and one that serves the best interests of the entire Vail community. We look forward to the opportunity. Thank you again for including CAC in the process. Page g August 2, 2016 - Page 25 of 44z Appendix 1. WelcomeToVail.com Homepage Screenshot 2. Stand -Alone Pad Kiosk 3. Vail Getaway Brochure 4. New Staff & Hosts Uniforms 5. First Year Budget 6. Staff & Host Hours 7. Calendar of Welcome Center Hours 8. Calendar of Host Hours Colorado Activity Centers, Inc. Contact: Michael Campbell mcampbell@coloradoinfo.com 970-390-4841 www.coloradoinfo.com COLORADO ACTIVITY CENTERS, INC. OLORADO 2121 N. Frontage Rd. West #237, CTIVITY —4� �Coloradolnfo.com Vail, Colorado 81657 ENTERS" 970-668-5259 www.WelcomeToVail.com Tad Homescreen August 2, 2016 - Page 27 of 44z COLORADO ACTIVITY CENTERS, INC. Ac'. 10RAD0 2121 N. Frontage Rd. West #237, TIVITY,0toloradolnfo.com Vail, Colorado 81657 ENTERS"970-668-5259 Stand-alone Tad Kiosk Shown with 12.9 -inch iPad Pro August 2, 2016 - Page 28 of 44z COLORADO ACTIVITY CENTERS, INC. ACTENI ADO 2121 N. Frontage Rd. West #237, VITY-4� toloradolnfo.com Vail, Colorado 81657 TERS' 970-668-5259 BROCHURE DRAFT Front Back Stop by the Welcome Centers in Vail to plan yo the perfect restaurant, or organize your nOp Talk to locals that that live and work in pa you're there, register to win a Vail Getav Vail@vailinfo.org Vail Welcome Center 241 South Frontage Rd., Suite 8150 Vail, CO 81657 970-479-4941 Lionshead@vailinfo.org Address: Lionshead Welcome Center 395 East Lionshead Circle Vail, CO 81657 Map & Directions on the reverse side. OWelcome to Vail THIS SIDE WILL SHOW WELCOME CENTERS DIRECTIONS TO UTILIZING TH V August 2, 2016 - Page 29 of 44z COLORADO ACTIVITY CENTERS, INC. OLORADO 2121 N. Frontage Rd. West #237, CTIVITY —4� �Coloradolnfo.com Vail, Colorado 81657 ENTERS" 970-668-5259 New Welcome to Vail Uniforms for Staff & Hosts Ellen McDonald Reception August 2, 2016 - Page 30 of 44z COLORADO ACTIVITY CENTERS, INC. 2121 N. Frontage Rd. West #237, ,0 �Coloradolnfo.com Vail, Colorado 81657 970-668-5259 ACOLORADO TIVITY ENTERS' Town of Vail Welcome Center Budget October 2016 - September 2017 Town of Vail Funding Incidental Revenues (Tickets sales, etc.) Guest Service Uniforms/Name tags (12) IPad (up to 3 each center) Kiosks (up to 3 each center) Ipad software/installation Website development/maintenance Social Media Campaign Promotional Branded Items Cleaning Service/Supplies Admin Expenses (Postage, copies...) Creative Services Parking Passes (1 silver, 2 blue) Accounting Expenses Staff training/recognition/survey Contingency W/C Mgmnt Fee 1099 Host Mgmnt Fee 1099 W/C Payroll W2 Payroll Taxes W/C Staff Bonuses Uniforms Winter (40) Uniforms Summer (40) iPads Tablets (4) iPa software/installation Host Benefits (40) Host Referral Vouchers Host Expenses Contingency $279,690 $0 -$1,000 -$4,800 -$4,200 -$1,200 -$2,500 -$7,200 -$6,500 -$4,500 -$2,400 -$1,500 -$4,000 -$5,200 -$2,500 -$3,340 -$30,000 -$25,000 -$148,750 -$21,500 -$3,600 -$5,750 -$1,000 -$1,100 -$800 -$28,000 -$2,400 -$350 -$600 August 2, 2016 - Page 31 of 44z COLORADO ACTIVITY CENTERS, INC. OLORADO 2121 N. Frontage Rd. West #237, CTIVITY —4� �Coloradolnfo.com Vail, Colorado 81657 ENTERS" 970-668-5259 Shoulder season schedule: 9a -5p, Oct 1 to Nov 17 & Apr 17 to Jun 15 & Sep 18 to Sep 30 121 days 2016/17: Fall 48 days, Spring 60 days, Fall 13 Weekly hours: 112 (7 days/8 hours/2 centers) Add'I hours: 24 (Community Outreach, meetings...) Winter season schedule: 8a -8p, Nov 18 to Apr 16 150 days 2016/17: Winter 150 days Weekly hours: 168 (7 days/12 hours/2 centers) Add'I hours: 24 (Community Outreach, meetings...) Summer season schedule: 8a -8p, Jun 16 to Sep 17 94 days 2017: summer 94 days 365 days Weekly hours: 168 (7 days/12 hours/2 centers) Add'I hours: 24 (Community Outreach, meetings...) Winter season schedule: Nov 18 to Apr 16 2016/17: Winter 150 days + 14 holidays Weekly hours: (7 days/2 centers) Early 10a -2p Late 1 p -5p 164 days x 2 shifts = 328 shifts Summer season schedule: Jun 16 to Sep17 2017: Summer 42 days + 3 holidays Weekly hours: (3 days/2 centers) Early 10a -2p Overview: Late 1 p -5p 45 days x 2 shifts = 90 shifts 40 Hosts @ 20 shifts each = 800 shifts 418 scheduled shifts leaves 382 shifts for special event days, holiday periods or doubling up as necessary August 2, 2016 - Page 32 of 44z COLORADO ACTIVITY CENTERS, INC. ACTNTERS' ORADO 2121 N. Frontage Rd. West #237, IVITY,0 Coloradolnfo.(om Vail, Colorado 81657 970-668-5259 Welcome Center Hours Blue days: High season. Welcome Centers are open 8am-8pm Pink Days: Shoulder Season. Welcome Centers are open gam -spm SEPTEMBER JANUARY 1 2 3 4 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 30 JANUARY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 27 28 29 30 MAY • 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 SEPTEMBER 2016 Calendar OCTOBER 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 NOVEMBER 1 2 3 4 5 8 9 10 11 12 13 14 15 16 17A 18 19 20 21 22 23 24 25 26 27 28 29 30 2017 Calendar FEBRUARY 2 3 1 2 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 -- -- -- -- -- -- 24 25 26 27 28 29 30 2016 Calendar OCTOBER 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 NOVEMBER 1 2 3 4 5 8 9 10 11 12 13 14 15 16 17A 18 19 20 21 22 23 24 25 26 27 28 29 30 2017 Calendar FEBRUARY JUNE 1 2 P1 5 6 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 OCTOBER 1 2 3 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 28 29 JUNE 1 2 P1 5 6 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 OCTOBER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 29 30 28 29 MARCH 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 JULY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 NOVEMBER DECEMBER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 APRIL 1 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 28 29 DECEMBER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 APRIL U01 AUGUST 1 2 3 4 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 U01 AUGUST DECEMBER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 29 30 DECEMBER August 2, 2016 - Page 33 of 44z 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 August 2, 2016 - Page 33 of 44z COLORADO ACTIVITY CENTERS, INC. 2121 N. Frontage Rd. West #237, ,0 �Coloradolnfmom Vail, Colorado 81657 970-668-5259 Host Schedule Blue days indicate that hosts will be scheduled 2016 Calendar SEPTEMBER OCTOBER NOVEMBER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 JANUARY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 MAY SEPTEMBER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 24 25 26 SEPTEMBER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 2017 Calendar FEBRUARY 1 2 3 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 24 25 26 27 2017 Calendar FEBRUARY 1 2 3 4 5 6 7 8 9 10 11 12 12 13 14 15 16 17 18 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 2017 Calendar FEBRUARY JUNE 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 OCTOBER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 MARCH 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 JULY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 26 27 28 29 JUNE 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 OCTOBER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 MARCH 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 JULY NOVEMBER 1 2 3 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 NOVEMBER AC"ORADO TIVITY NTERS" DECEMBER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 30 31 AC"ORADO TIVITY NTERS" DECEMBER APRIL 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 APRIL 16 1 17 18 19 20 21 22 23 24 25 26 27 28 29 30 AUGUST • 1 2 3 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 DECEMBER 1 2 3 4 5 r'� 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 August 2, 2016 - Page 34 of 44z 1 2 3 4 5 6 7 8 9 10 11 17 1-3 14 15 16 1 17 18 19 20 21 22 23 24 25 26 27 28 29 30 AUGUST • 1 2 3 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 DECEMBER 1 2 3 4 5 r'� 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 August 2, 2016 - Page 34 of 44z Submittal for Town of Vail Colorado Activity Centers, Inc.' Contact: Michael Campbell mcampbell@coloradoinfo.com 970-390-4841 www.coloradoinfo.com July 1, 2016 COLORADO ACTIVITY CENTERS, INC. AT �TtA�721 Granite St., Suite 206 IVITY —0 �Coloradolnfo.com P.O. Box 129, Frisco CO 80443 NTI;R5 970-668-5259 Town of Vail July 1, 2016 RE: Management of Town of Vail Welcome Centers, the Volunteer Community Host Program, and Guest Welcome Services Program Town Manager's Office 75 S. Frontage Rd. Vail, CO 81658 ATTN: Vail Welcome Center Review Team This transmittal letter is formal notification of the interest Colorado Activity Centers, Inc. (CAC) has in pursuing the contract to manage the Town of Vail Welcome Centers, the Volunteer Community Host Program, and the Guest Welcome Service Program. It is also intended as an overview of the actual submittal within which we strived to address all elements of the RFP Contained within the submittal the Review Team will find the information relevant to CAC's history, capabilities, financials and the like. It will become apparent that CAC is both well - entrenched and knowledgeable about the Colorado Tourism Industry. CAC has been involved with Vail and the Vail Business Community since 1981, so there is also a long-standing relationship with the area. Much of what CAC staff has learned and seen over the years will be applicable to the operations outlined in the RFP and will result in new, fresh ideas. An important key to having this program be successful is the people who make up the Welcome Center staff and the volunteers who are the Community Hosts. Steps will be taken to ensure the best possible candidates are recruited and selected. CAC also will make available its existing infrastructure to help elevate the Vail Welcome Centers to a level where they become a significant marketing tool for the town and become recognized throughout the community as a valuable asset to increasing business, promoting events, and contributing to increased visitation — all of which will strengthen sales tax revenues for the Town of Vail. CAC has much experience with public/private partnerships which we view this to be. We are very excited about this opportunity as we believe we can make a difference — for the Visitor, for the Community, and for the Town of Vail. Michael J. Campbell, President Colorado Activity Centers, Inc. A..-..,+ 0 7l1�l G2 D--- QCZ -T AAA COLORADO ACTIVITY CENTERS, INC. LOTtA� 721 Granite St., Suite 206 Ac. TIVITY(Oloradolnfo.com P.O. Box 129, Frisco CO 80443 ENTERS970-668-5259 - Submittal to Town of Vail RFP for Management of Welcome Centers, Volunteer Community Host Program, and Guest Welcome Service Program Part 1: Company Overview, Experience, Qualifications The underlying mission of Colorado Activity Centers, Inc. (CAC) has always been to generally promote tourism in Colorado and more specifically promote tourism for the destinations with which we work. In keeping with that, CAC is always represented at the Governor's Annual Tourism Conference and whenever possible attends additional tourism events. Being so closely affiliated with the tourism industry CAC has experienced all the ups and downs the industry has gone through since its inception in 1981. As noted in his resume, the President and main point of contact for CAC, Michael Campbell, has actually been involved with the tourism industry since 1970. There are three main divisions to CAC — Internet exposure/promotion, visitor guide "turn- key" programs, and collateral distribution. CAC's "coloradoinfo.com" site is the second most visited Colorado -oriented tourism website in the state. (The Review Team is encouraged to access the site for an overview of what it is that CAC does. As a partner, the Town of Vail and the Welcome Centers will have a prominent presence throughout the site.) CAC publishes the "Vail Guide" for the Vail Chamber and is actually the #1 producer of visitor guides in the state. CAC provides collateral distribution coverage on all of the states corridor routes (170, 125, US 50, Hwy 285...) and at Colorado's #1 outlet for tourism collateral — Denver International Airport. All of these platforms will be incorporated into CAC's efforts to enhance and expand the current programs outlined in the RFP. More info on these programs, as well as company financials are attached. To help expand the marketing efforts of the Vail Welcome Centers, CAC suggests the development of a Welcome Center specific website — WelcometoVail.com. This site will contain pertinent tourism related info directed toward helping visitors already in Vail and encourage prospective guests to become Vail visitors. Content will include such elements as info/links for all businesses in Vail, a calendar of events with links to contact entities/ individuals, info/links to non-profit attractions, an enrollment program for e -newsletters, Facebook, twitter, and other social media programs. iPads will be made available at each Welcome Center so multiple guests can access the info they desire. These iPads will be programmed to display the WelcometoVail.com when activated. Kiosk software will be used to keep guests focused on Vail and not be able to wander off and surf the net. Remote software will also be employed so adjustments can be made and activity tracked from off-site locations. CAC has a similar program at DIA. A photo of our display rack with the touchscreen iPad is attached. It should be noted that this website could provide advertising opportunities which translates into a new revenue stream for the Welcome Centers. As noted in the transmittal letter, top quality staff and volunteers are essential to this effort being successful. CAC understands that not everyone is a good fit for the hospitality industry. Page 1 A.......+ 0 7n1 G 0- '27 ..f AAA COLORADO ACTIVITY CENTERS, INC. AT �TtA�721 Granite St., Suite 206 IVITY —0 �Coloradolnfo.com P.O. Box 129, Frisco CO 80443 NTI;R5 970-668-5259 ' � ` " . CAC will go to great lengths to ensure that staff and volunteers are compatible with the Town of Vail's expectations for these programs, as well as adhere to the hiring guidelines and suggestions (multi-lingual staff) noted in the RFP. In terms of the staff, a minimum pay level W11 be instituted which is high enough to facilitate attracting and retaining quality people. In terms of volunteers, CAC will again seek out only the best possible candidates to develop a solid cadre of hosts. An incentive program will be instituted to recognize those staff and volunteers who have significantly contributed to a guest's experience. CAC staff is in constant contact with dozens of state/local/regional welcome centers around the state. We work with them on a regular basis whether it be distributing their collateral or restocking other client info in their centers. In fact, Michael has visited every single Official Colorado Welcome Center in the state. While CAC has never managed one, we do know welcome centers and have an understanding of what it takes to be a successful center. It's our observation that the bottom line for an effective Welcome Center, at any level, centers around the staff, the structure and the culture. CAC knows firsthand there is a world of difference from one center to another - and what it takes to be effective. Our plan for the staff component has been discussed above. The CAC structure will be such that everyone knows their job and their responsibilities in regards to guests, prospective visitors, the community and the Town of Vail. The CAC culture will encourage staff and volunteers to: • come forward with new ideas, • make suggestions for efficient operations, and • provide input for additional technology, collateral and/or displays These items would result in more visitation to the center, create better tools to encourage those coming into the centers to spend more time in Vail, and converting potential visitors into actual guests. The CAC team is deep in experience, innovative ideas and commitment to its clients and partners. Michael, will be responsible for attending meetings, providing reports, and assuring that all the components of the programs are running smoothly and generating the desired results. His vast experience in working with state, regional and local welcome centers, along with his knowledge of the Colorado tourism industry will bring new, fresh ideas to this partnership with the Town of Vail. His resume is attached. Lauren Forcey, is the head of our creative department. She will be involved in graphic design of collateral, signage and the like. In addition, she will oversee the development and implementation of any digital projects and programs associated with this partnership. Her resume is attached. Michelle Sendor is a locally recognized social media consultant. She will take on the campaign for this project. Her expertise has been both effective and affordable in her efforts with CAC. Since she lives and works in Vail, she is well -versed with the Vail Community. Her resume is attached. Page 2 A..-..,+7 7!1�lG2 D ---`24—T nnn COLORADO ACTIVITY CENTERS, INC. AT �TtA�721 Granite St., Suite 206 IVITY —0 �Coloradolnfo.com P.O. Box 129, Frisco CO 80443 NTI;R5 970-668-5259 Bill Lansdowne is also a long time Vail Valley resident and an independent entrepreneur. He is the IT consultant for CAC and will be brought in to assist with the IT work being recommended in this submittal. His resume is attached. To support our experience several references from the Vail business community are attached. Part 2: Guest Welcome Services Approach As noted, CAC is aware that quality people are key to creating a five-star experience for visitors. An initial step would be to request all existing staff and volunteers to reapply. Through our due diligence we have found some staff to be highly focused on assisting guests, while others less so. Through our resources from within the community, some recommendations of current staff have been forth coming. Any current staff or volunteers that are deemed to be valuable assets to the Town of Vail's goals will be encouraged to stay on the team. They possess institutional knowledge that will prove helpful as we move forward. Likewise, those assets no doubt have ideas and suggestions to improve the overall guest experience that perhaps they've not felt comfortable previously sharing. In the cases of both staff and volunteers a "kudos" program will be instituted to enable guests and potential visitors to alert management of those who contributed exceptional assistance to their Vail experience. Perks will be made available to these individuals and they will be recognized for their excellence. In terms of the guest experience, it's important to have staff/volunteers that can quickly assess the level of need that guests desire. Some people prefer to have space while others want full -on assistance from the moment of contact. In every case the staff/volunteers personal contact, the technology provided at the Welcome Centers, and the available print collateral there all need to combine to seamlessly satisfy the guest's needs from start to finish. It is also critical to a top quality guest experience that the appearance of staff, hosts and the Welcome Centers be at the highest possible level. Special attention will be given to select appropriate uniforms and develop dress codes that are consistent with established goals. Likewise guidelines for keeping all aspects of the Welcome Centers in a clean, orderly fashion will be put in place. From the moment guests set foot in either Welcome Center or encounter personnel those very first impressions must have a positive impact. That will create the foundation on which the five-star experience will be developed. A point of interest is that according to the "door count" at the Vail Village Welcome Center there were 140,143 users in 2015 and an average of just 44,000 guests that made use of the Welcome Center services over the past three years. As a further comparison the Official State Welcome Center in Fruita (the state's most visited) receives around 275,000 visitors per year. The Gateway Welcome Center in Georgetown receives in the neighborhood of 390,000 visitors per year. Given that volume of traffic on 170, CAC considers the disparity between visitation at these three locations to be an opportunity to increase traffic to the Vail Welcome Centers and in turn to the community. Through CAC's "Explore Colorado" distribution network Vail collateral, designed to draw more of this traffic to the Vail Page 3 A..-..,+7 7!1�lG2 D- -—Qh —T nnn COLORADO ACTIVITY CENTERS, INC. AT �TtA�721 Granite St., Suite 206 IVITY —0 �Coloradolnfo.com P.O. Box 129, Frisco CO 80443 NTI;R5 970-668-5259 ' � ` " . ' ' ' ' ' Welcome Centers, will be available border -to -border on 170 - including the popular Fruita and Georgetown outlets. Research by DIA shows Vail to be one of the most popular destinations for travelers launching their Colorado excursion from the airport. This collateral, which will carry the Vail Brand and have a strong call -to -action, will also be available in the CAC displays there. The call -to -action on the brochures will direct travelers to visit the Welcome Centers and register for the "Vail Getaways". These "getaways" will be developed by Michael, with assistance from Welcome Center staff, and encompass participants from throughout the greater Vail community. A draft of the brochure we envision is attached. While generally known to exist, there doesn't appear to be a widespread understanding of the opportunities that are, and could be, provided by the Welcome Centers to the community. CAC pledges to change that by contacting all the businesses, the non-profit organizations, and the special event organizations in Vail. In addition CAC will reach out to every applicable Town of Vail department. CAC will advise them of the potential exposure that is available to them through the Welcome Centers, stress the significance the Welcome Centers has to guests, and inform them of the increased overall marketing campaign to attract new visitors. CAC envisions providing a section in each center for rotating displays from key attractions such as the Vail Rec Department, the Vail Nature Center, the Betty Ford Alpine Gardens... Special events would also be able to participate — Vail Arts Festival, Farmer's Market, Go Pro Mountain Games... The goal would be to convert current guests in the Welcome Centers to spend more time here and/or return as future visitors. In conjunction with this CAC would encourage all these "display" entities to allow the Welcome Centers to sell tickets wherever, whenever and however possible. This could turn into another revenue stream for the Welcome Centers, but at the very least it would further the desired seamless guest experience. (i.e. — A guest indicates an interest in coming back to a particular event in Vail and the Welcome Center is able to seal the deal by selling them a ticket.) Research CAC has done indicates that some, but apparently not all, lodging facilities are aware of the Welcome Centers' capability to facilitate assisting guests with reservations. It would be a top priority to make sure every lodging facility is aware of this opportunity and encouraged to participate. Anyone with experience in the lodging sector is aware that a guest's experience is considerably enhanced if their accommodations are consistent with their wishes. On the contrary, visitors accommodated in facilities or locations that are not what they want can leave with having had a negative experience. While accommodating the guest is the prime factor, staff will also maintain an ongoing record of reservations facilitated by them. This will enable management to help ensure all lodging participants are in the mix. As demand warrants the need for specific "handouts" - they will be developed. Some topics that come to mind are trailheads, scenic drives, winter driving tips, historical landmarks, public art... Reinforcing what was mentioned earlier, staff and volunteers will be encouraged to keep an eye out for whatever would conceivably enhance the guest experience at the Welcome Centers. This is another example of how staff/hosts will be Page 4 A..-..,+ 7 7!1 �l G2 D- -- AO !.f n n n COLORADO ACTIVITY CENTERS, INC. L�TtA� 721 Granite St., Suite 206-0 TIVITY �Coloradolnfo.com P.O. Box 129, Frisco CO 80443 NTIT 970-668-5259 1_*T " ' ' ' ' encouraged to strengthen the guest experience — and be rewarded for doing so. CAC would to also like to suggest the implementation of a "Welcome Center Committee This committee would meet on a regular basis to review "NPS" type reports on Welcome Center activity, maintain continuity moving forward, make adjustments in direction to the programs as necessary and generally provide discussion on how to continually improve on all aspects of the programs covered by this partnership. Makeup of the committee might include representatives from town council, town staff, the Vail Village and Lionshead business community, events committee, local marketing district, etc. In summary, the Town of Vail can expect CAC to be a valuable partner that will bring a new culture, a revitalized guest experience and an elevated profile to the entire Welcome Center, Community Host and Guest Service programs. In our way of thinking, the various platforms included in the RFP comprise an incredible opportunity to further the Vail Brand in the marketplace. Our team cannot wait to take on this opportunity to begin to maximize the potential. Through the efforts outlined in this submittal CAC will generate additional revenues for the Vail business community and increased tax revenues for the Town of Vail. CAC's focus on a high level of hospitality -based guest experience, a proactive marketing effort to increase visitor traffic, and an elevated significance of the Welcome Centers in the community provides the Town of Vail with the best possible option to achieve the most successful results. Thank you for including CAC in the process and for your consideration of our submittal. We look forward to opportunity to help the Town of Vail take this venture to the next level. Note: In the spirit of full disclosure to the Review Committee, Michael has met with Greg Hall regarding the next edition of the Vail Town Map collateral. Greg indicated that the process for determining the contract for the next edition is not yet finalized. CAC is hopeful that the additional circulation and distribution coverage it is suggesting will be approved. This is mentioned because while it is a work in a progress, it is also a further indication of CAC's commitment to promoting Vail through its established infrastructure. Page 5 A..-..,+7 7n�lG2 D---A'I!.f AAA Appendix 1. CAC Distribution Network Map 2. CAC Collateral rack at DIA 3. CAC Financial 4. Michael Campbell Resume 5. Lauren Forcey Resume 6. Michelle Sendor Resume 7. Bill Lansdowne / Alpine PC Resume 8. Reference from Vail Mountain Lodge 9. Reference from Mountain Haus 10. Reference from Christiania 11. Brochure Draft Colorado Activity Centers, Inc. Contact: Michael Campbell mcampbell@coloradoinfo.com 970-390-4841 www.coloradoinfo.com COLORADO ACTIVITY CENTERS, INC. �RADC721 Granite St., Suite 206 �Coloradolnfo.com IVITY AT P.O. Box 129, Frisco CO 80443 NTI;RS —0 970-668-5259 CAC distribution network, Welcome Centers & Airports © DIA & Regional Airports " Colorado Welcome Centers Explore Colorado Network ,u pal. Steamboat Lake State Park _ arl lake aOLkP°" Sute Park @wa arth q.aq"a.k, '°°k wal ne n" " Colorado State Forest anq Sterling State Park cal. m eam BusaeP*" St.. P ° m a ascan v . - Fort Collins e v M.d .Loveland •G eele • sMill— P q m •cbrm�lu omP� q sUBecoash ^ Ikea m.xe zog zone inmm n iay a n. 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Box 129, Frisco CO 80443 ENTER5 970-668-5259 ' Colorado Activity Centers, Inc rack at Denver International Airport C t7li Z :i j 2.25 PM Colorado Activity Centers, Inc. 06/30/16 Balance Sheet Cash Basis As of May 31, 2016 Page 1 of 2 August 2, 2016 - Page 45 of 44z May 31, 16 ASSETS Current Assets Checking/Savings 1010 - Cash - Bank of Colorado 2,053.98 1015 - Cash - US Bank 1,17402 1016 - Savings (US) 7,000.11 1020 - Cash - Wells Fargo 4,771.16 1021 - Savings (INF) 25,501 38 1056 - Cash Petty 50,00 Total Checking/Savings 40,550.65 Other Current Assets 1100 - AIR - Trade 96,097.03 1120 - AIR - Other 26,177.40 1180 - Employee Advances 75.00 Total Other Current Assets 122,349.43 Total Current Assets 162,900.08 Fixed Assets 1200 - Fumiture & Fixtures 2.769.00 1300 - Mailing Equipment 650.00 1400 - Vehicles 79,745.35 1500 - Display Racks 31,813.00 1600 - Accumulated Depr -60,341 10 1650 - Accum Ammortization -7,196.00 1850 - Loan Fees 7,196 00 Total Fixed Assets 54,636.25 Other Assets 1800 - Basis Adjustment 2,892 08 1900- Loans to Stockholders 153,311 14 1905 - Balance Fwd Loans 6,217.81 Total other Assets 162,421.03 TOTAL ASSETS �- LIABILITIES & EQUITY Liabilities Current Liabilities Accounts Payable Accounts Payable 54,690 60 Total Accounts Payable 54,690.60 Other Current Liabifitles 0.00 2150 - FICA Payable 618.21 2160 - F/W Tax Payable 540.00 2170 - C!W Payable 40.00 2190 - Payroll Taxes Payable Q.00 2192 - Payroll Liabilities 000 2193 - Payroll Liabilities 763.12 Total 2192 - Payroll Liabilities 763.12 Total Other Current Liabilities 1,961.33 Total Current Liabilities 56,651 93 Long Tenn Liabilities 2312 - NIP - Vans 29,124.41 2325 - NIP - TB 8,651 76 Total Long Term Liabilities 37,776.17 Page 1 of 2 August 2, 2016 - Page 45 of 44z 2:25 PM Colorado Activity Centers, Inc. 06130/16 Balance Sheet Cash Basis As of May 31, 2016 Total Liabilities Equity 2800 - Retained Earnings 2900 - Add'I Pd in Capitol Retained Earnings Net income Total Equity TOTAL LIABILITIES & EQUITY May 31, 16 94, 428.10 88,785.05 153,882 22 25,651.09 17, 210.90 285, 529.26 --DW,-95-7-.T6- Page ,$5i. 6 Page 2 of 2 August 2, 2016 - Page 46 of 44z 2:39 PIN Colorado Activity Centers, Inc. 06130!16 Profit $ Loss Cash Basis January through May 2016 Income 3010 - Distribution - Resort 3030 - Distribution - Explore 3095 - Distribution - DIA 3200 - CAC Website 3220 - CVP Winter 3230 - CVP Summer 3330 - Estes Park Planner 3340 - Summit County Guide 3410 - All Aboard 3420 - Royal Gorge Guide 3430 - Mesa Verde Guide 3460 - Ft Collins Guide 3470 - Vail Guide 3480 - Lake County Guide 3900 - Finance Charge 3910 - Other Revenue Total Income Cost of Goods Sold 4000 - Cost of sales 4095 - COS/DIA 4200 - COSICAC Wobsite 4220 - COS/CVP Winter 4230 - COS/CVP Summer 4330 - COS/Estes Park Planner 4340 - COS/SC Guide 4410 - COSIAN Aboard 4420 - COSIRoyal Gorge Guide 4430 - COS/Mesa Verde 4460 - COS/Ft. Collins Gde 4470 - COS/Vail Guide 4480 - COS/Lake County Guide Total COGS Gross Profit Expense 5000 - Wages 5030 - Wages/Resort 5036 - Wages/Corridor 5070 - Wages/Creative 5085 - Wages/Specia[ Total 5000 - Wages 6090 - Payroll Taxes 5100 - Professional Fees 5101 - Accounting 5102 - Legal Fees 6100 - Professional Fees - Other Total! 5100 - Professional Fees 5110 - Contract 5111 - ContractiOutside Sales 5112 - Contract(Web 5113 - ContracgDistribution Jan - May 16 37, 259.83 66,06800 39, 971.75 20, 574.59 50, 245.00 83,443 20 28,919-46 10, 695.00 22,970.62 16,639.95 12,050.00 27, 023.10 2,201.00 33, 012.40 18913 265-94 451, 528.97 3,375.72 19,091 96 23,771.75 39,227.60 26, 285.33 14,896.14 28,628.65 22, 202.77 3,73402 1,G40.50 10,503.01 256.75 7,441.08 200, 455.30 251, 073.67 13,440.00 17,600.00 30, 795.00 000 61,835.00 9,18727 924.29 500.00 5,448-61 7,873.10 22,126.36 5,285.00 1.206 25 August �a�04 g/-2Page 47 of 44z 2:39 PM Colorado Activity Centers, Inc. 06/30/16 Profit & Loss Cash Basis .January through May 2016 5115 - Contracmgt Total 5110 - Contract 5120 - Rent 5125 - Utilities 5130 - Administration 5131 - Bank Service Charges 5132 - Equipment Leases 5134 - Mgt 5130 -Administration - Other Total 5130 - Administration 6135 - General supplies 5140 - Telephone 5150 - Postage and Delivery 5155 - Postage/fulfillment 5160 - Interest Expense 5161 - Finance Charge 5162 - Loan Interest 5160 - Interest Expense - Other Total 5160 - Interest Expense 5170 - Insurance 6171 - Work Comp 6172 - Owners Life 5170 - Insurance - Other Total 5170 - Insurance 6180 -R&M 5190 - Miscellaneous 6200 - Travel/Sales 6201 - Sales travel 6205 - Mgt Tvl 6210 -Sales Supplies 6220 - Advertising/Contribution 6230 - Dues and Subscriptions 6200 - Travei/Sales - Other Total 6200 - TraveYSales 6240 - MealsiTvl.Sales 6400 - Distribution Expense 6405 - Dist ExpenseiResort 6410 - Dist Expense/Corridor 6420 - Magazine Distribution Total 6400 - Distribution Expense 6440 - MealsfOist 6450 - Automobile Expense Total Expense Net Income Jan - May 16 46,275.35 74,892 96 15,357 65 3,268.57 8247 2,155.82 1,977.16 3,319.88 7,535.33 30203 3,620.48 1,16889 6,800.00 3861 1,25602 689.54 1,984.17 1,750.00 3,341.15 3,383 12 8,474.27 102.08 12408 42.34 2,099.47 1,023.23 415.00 234.35 4,435.91 2,193.52 7,33866 1,306.20 8,250.30 2,383.48 10,838.38 3,02537 6,839.36 275,262.77 17,2 0 August"2,,-201-6 Page 48 of 44z COLORADO ACTIVITY CENTERS, INC. LOTtA� 721 Granite St., Suite 206 Ac. TIVITY(Oloradolnfo.com P.O. Box 129, Frisco CO 80443 ENTERS970-668-5259 - Personal Resume Michael J. Campbell Cell: 970.390.4841 P.O. Box 129 mcampbell@coloradoinfo.com Frisco, CO 80443 Education Degree in Finance, Northern Illinois University, Graduated 1968 Military U.S. Army, Active Duty, Administration, June 1968 -June 1970 Work Experience Glory Hole Lodge, Aspen, CO, June 1970 — November 1973 Aspen Skiing Company, Buttermilk Ski Rental Shop, Assistant Manager, Seasonal, November 1973 —April 1976 Salomon/NA — Technical training instructor, August—October 1975 Aspen Activities Center, Co-founder/Partner, Sales/Admin/ Accounting responsibilities April 1976 —January 1981 Colorado Activity Centers, Founder, Sales/Distribution/Admin/ Accounting..., November 1980 — present Volunteer Experience Summit County Fair/Rodeo — Chairman of Board/Manager September 1996 — September 2003 USSA/Rocky Mountain Freestyle — Head Starter for all Colorado competitions — RM Division, NorAm's, Junior Olympics Seasonally December — April, 2004 - 2010 August 2, 2016 - Page 49 of 44z 0Lauren Forcey Mobile: 570.220.0678 / Mail: 63 Idlewild Dr., Dillon, CO 80435 Email: Lauren4c@gmail.com / Web: www.coroflot.com/lauren4c PROFESSIONAL EXPERIENCE Creative Director, Colorado Activity Centers, Inc., Frisco, CO Mar. 2009 - Aug. 2012, Feb. 2014 - Present Manage the production and design of -12 large annual travel guides for the state, and for numerous tourism entities within Colorado. Attend client meetings, assign incoming work and oversee all print and web projects throughout the company. Manage freelance and contract designers, and also hire and train new employees. Choose topics and photos for editorial stories, edit all publications, and write content as needed. Maintain strong relationships with clients and vendors. Managed new website development (launched July 2015), including review of RFP submittals, design of information architecture, layout, UI, as well as design and graphics creation for Colorado Info.com. Photographer & Designer, DownhillColorado.com, Dillon, CO / June 2013 - Present Photograph enduro, downhill and other bike -centric events around Colorado and Utah. Coordinate event travel plans with other photographer. Shoot photos in hike -in and bike -in -only terrain. Edit photos in Lightroom or Photoshop and post online in a timely fashion. Marketing & Sales Support, Backcountry Brewery, Frisco, CO / September 2012 - January 2014 Plan, schedule and coordinate event participation, as well as work events; including, prep, set up and tear down. Create and edit marketing materials. Update and interact on social media platforms, update and create website content including articles and photographs. Also: brewery supplies ordering, beer bottling, beer tastings, sales & account maintenance. Sales & Interior Designer, Brooks Furniture & Design, Silverthorne, CO / October 2008 - March 2009 Provided excellent customer service and design expertise to customers. Used internal computer system to track inventory and place orders. Assisted in organizing and maintaining a clean and well-designed store. Graphic Designer, Fameco Real Estate, Plymouth Meeting PA / November 2005 -August 2008 Created brochures, mapping materials and other marketing tools for retailers such as Best Buy, Staples and Wal-Mart. Edited company web site and kept all pages up to date. Assigned incoming work from satellite offices. Web Image Editor and Manager, Lenox, Langhorne PA / August 2005 - October 2005 Involved in image mapping and database management. Color corrected, re -sized, silhouetted and retouched product photos for the Lenox web site. EDUCATION B.S. in Graphic Design Communication, Philadelphia University, Philadelphia PA / 2001 - 2005 TRAINING Dreamweaver Web Site Development, Brookwood Media Arts, Lower Gwynedd PA / February 2007 DESIGN/COMPUTER SKILLS Proficient in Adobe InDesign, Illustrator, Photoshop, Lightroom, Dreamweaver, Microsoft Office, Photography: digital, 35mm, black & white photography and studio, with a focus on action/sports photography. Can work in both Mac and PC platforms. August 2, 2016 - Page 50 of 44z BottomLine BottomLine LLC helps businesses manage their online marketing presence. Our extensive expertise in digital marketing enables clients to target customers through search, social and content networks via text, mobile, banner and video ads online. We also can help reach coveted audiences through geographic and demographic targeting utilizing conversion tracking and linking analytics. As our customized, integrated marketing campaigns generate outstanding results for your specific company and industry (no cookie -cutter solutions here), the impact goes straight to your bottom line. This is how you can grow your business. This is the advantage of BottomLine LLC. Michelle Sendor, Digital Marketing Manager — Michelle holds a B.S. from University of Southern California's renowned Marshall School of Business with an emphasis in Marketing. Michelle is a certified Google AdWords Partner and an accredited Microsoft Advertising Professional. Her extensive expertise in digital search marketing enables clients to target customers through search and content networks, as well as reaching coveted audiences. Her vast experience in Social Media, Search Engine Optimization, website CMS management and paid search marketing has helped clients find their return on investment through multiple targeted channels. Michelle provides electronic solutions that enhance and support marketing efforts by tracking analytics, goals and cost -per -lead conversions. She provides her clients with verifiable proof that their marketing dollars are being spent on self -qualifying leads ensuring predictable results. She has partnered with Colorado Info to play an integral role in their digital services. Michelle's specialties and experience include: • Search Engine Marketing Specialist • Online Media Manager • Social Media Manager • Certified Google Pay -Per -Click Manager • Certified adExcellence Member (Microsoft/BingNahoo) • Content Manager with the ability to update several Content Management Systems including Drupal and Wordpress • Currently owns and operates a local online business, managing multiple SEM & SMM accounts • Holds a BA from the University of Southern California, Marshall School of Business, Marketing emphasis 626.833.5015 1 Bottom LinePPC.corn I PO Box 6628 Avon, CO 81620 1 michelle@BottomLinePPC.com August 2, 2016 - Page 51 of 44z Alpine PC Inc dba Alpine PC and MAC Bill Lansdowne (Computer Consultant and President) 12 Flat Top Edwards CO 81632 (970) 485 —2800 Friendly Service since 1995 bill&lansdownecomputers.com www.lansdownecomputers.com Alpine PC and MAC has been serving the needs of businesses, both large and small, for over a decade. Alpine PC and Mac serves Eagle County and Summit County with dependable and speedy computer repair service, network setup and maintenance, programming assistance, and customized user training. Bill Lansdowne specializes in customer service. Being the Owner / President of Alpine PC Inc and primary Computer Consultant, Bill Lansdowne is committed to delivering unparalleled service. Alpine PC Inc is a trusted name in computer support, maintenance, and repair. We guarantee our work! Bill Lansdowne began building and repairing computer systems for Electronic Data Systems in the early 90s. Bill graduated from Indiana University of Pennsylvania with a Bachelor of Science Degree in Computer Science in 1987. He graduated from the prestigious Electronic Data Systems System Engineer program in 1992 after being transferred around the United States from Texas to New Jersey. Bill then moved to the mountains of Colorado and established Alpine PC in 1995 to serve Summit and Eagle County Colorado. Soon, word of his outstanding service spread and Bill could hardly keep up with demand. He credits his achievement of earning the Eagle Scout award for providing him a love of mountain living and his commitment to customer service. He credits his achievement of a Computer Science degree which provided the foundation to meet the changing demands of computers both PCs and MACs now and in the future. Business Liability Coverage of $2,000,000 is provided by State Farm Insurance Policy 96 -B8 -Z991-8. No claims have been made to date with automatic renewal. Participating Business member of the Vail Valley Partnership community development organization (VVP). Participating Business member of the People We Trust Organization (PWT). Alpine PC and MAC is conveniently located in Edwards in the Miller Ranch subdivision. Sales Tax license 02521100-001. Alpine PC and MAC also provides onsite computer consulting service for both homes and businesses. FEIN 84-1493312 August 2, 2016 - Page 52 of 44z A/ VAI L MOUNTAIN LODGE June 27, 2016 Town Council Town of Vail 75 South Frontage Rd. Vail, CO 81657 To Whom It May Concern: I have become aware that Mike Campbell of Colorado Activity Centers will be bidding to operate the Visitor Centers in Vail and LionsHead. I have known Mike well and worked with his company on numerous occasions in the past, both as president of Vail's Tourism and Convention Bureau, and as the General Manager of several Vail hotels and Condominium projects. As a long-time supporter of Colorado tourism, and the statewide efforts to promote Colorado year- round, Colorado Activity Centers has been on the forefront of information dissemination and visitor information products for the past 30+ years. The Visitor Guides produced by this group have been very consumer -oriented, telling the story of Colorado Tourism in concise, easy to use formats that have changed as technology has become more prevalent as a tool to tell our story. The cooperation between Colorado Activity Centers and Chambers of Commerce and Visitor Bureaus statewide has given Mike a wealth of experience in dealing with the unique needs of these entities in promoting their individual business members in a fair and equitable way. I believe that Mike and his company would be uniquely qualified to move Vail's Visitor Centers into the forefront of hospitality offerings statewide. If you have any specific questions regarding the business practices or consumer focus of Mike Campbell and his crew, please do not hesitate to contact me. Sinc rely, 4 Frank . Johnson General Manager 352 East Meadow Drive • Vail, Colorado 81657 Hotel (970) 476-0700 • Spa (970) 476-7721 • Fax (970) 476-6451 August 2, 2016 - Page 53 of 44z 292 East Meadow Drive, Vail, CO 81657 — 800-237-0922 www.mountainhaus,com —sales@m ountainhaus.com June 29, 2016 To Whom It May Concern: It is my pleasure to write this letter of recommendation for Michael Campbell. 1 have worked with Michael and the Colorado Activities Center for over 15 years and cannot say enough. The innovative marketing programs and continually adapting to changes over the years have been impressive. Michael is an absolute joy to work with. He has always been pleasant and courteous to our staff and customers. He is always professional with the character and qualities that Colorado Activity Centers is lucky to have. We have greatly appreciated Michael's professionalism and hard work and look forward to working with Michael for many years to come. Sincerely, Matt Drummet Director of Sales & Marketing Vail's Mountain Haus August 2, 2016 - Page 54 of 44z 1*00' �4 •;� Cbrisliania. AT VAIL July 1, 2016 To the Town of Vail, I am writing this letter to recommend Colorado Activity Centers and Mike Campbell to take over the operation of the Vail Information Centers. I have personally known Mike for over twenty years and I believe that his team would bring a professional and friendly management style that would make all new visitors feel welcome when they arrive. Sincerely yours rTr— John Everly General Manager Christiania Lodge August 2, 2016 - Page 55 of COLORADO ACTIVITY CENTERS, INC. L�TtA� 721 Granite St., Suite 206 TIVITY —0 �Coloradolnfo.com P.O. Box 129, Frisco CO 80443 NTI;R5' 970-668-5259 BROCHURE DRAFT Front Back Stop by the Welcome Centers in Vail to plan your trip, find the perfect restaurant, o organize your next adventure. Talk t als that live and work in paradise. While you're there, register toys a Getaway experience! Vail a Welcome Center 970-476-4790 Vail@vailinfo.org Vail Welcome Center 241 South Frontage Rd., Suite 8150 Vail, CO 81657 Lionshead Welcome Center 970-479-4941 Lionshead@vailinfo.org Address: Lionshead Welcome Center 395 East Lionshead Circle Vail, CO 81657 Map & Directions on the reverse side. rowN of va� THIS SIDE WILL SHOW WELCOME CENTEOWTALAP DIRECTIONS TO UTILIZING TH %1 �n � : NT August 2, 2016 - Page 56 of Donovan Pavilion Management, Inc. PO Box 6499 Vail, CO 81658 970-376-3756 July 28, 2016 Suzanne Silverthorn, Director of Communications Town Manager's Office 75 S. Frontage Road Vail, CO 81657 Re: Management of Town of Vail Welcome Centers, the Volunteer Community Host Program and Guest Welcome Services Program Dear Suzanne: Attached please find our presentation of Phase II of the Management of Town of Vail Welcome Centers, Community Host and Guest Welcome Services Program response to the RFP. Our team is confident we can assemble a staff of dynamic, engaged and enthusiastic individuals who are eager to learn and deliver the customer service your organization is seeking. We appreciate the opportunity to review and learn more about the Welcome Center and Guest Service operations and the possibilities for our community and our guests. We have proudly represented this organization through the management of the Donovan Pavilion and Grand View, resulting in a proven track record of guest service through the hosting of hundreds of events over a decade. We appreciate your consideration. Best Regards, Laurie Asmussen Owner, Donovan Pavilion Management, Inc. August 2, 2016 - Page 57 of 44z A proposal regarding Management of Town of Vail Welcome Centers, the Community Host Program and Guest Welcome Services Program- Phase 2 0 Donovan Pavilion Management, Inc. Laurie Asmussen, Owner (970)376-3756 July 28, 2016 August 2, 2016 - Page 58 of 44z ....................................................................................................................................................................................................................... ENECUTIYE SUMMARY Our Phase 2 proposal will outline our ideas to Redefine Welcome PROPOSED BUSINESS PLAN ----------------------- Welcome Center Operations and.Staffing...................................................................................................................... Welcome Center Hours of Operation and Seasonal Staffing: High season: Winter: (Jan 1 -April 20; Nov 15 -Dec 31) 8:00 am — 7:00 pm Summer: (May 28 -Oct 10) 8:00 am — 7:00 pm Shoulder seasons: (April 20 -May 28; Oct 10 -Nov 15) 8:30 am — 5:00 pm Guest Services Staff Schedule and Compensation: A minimum of Two Guest Services representatives at each Center during High seasons Community Hosts scheduled according to day (holidays, bookings, time of year, etc.) • One per Center during Shoulder seasons • Operations Manager on-site • Additional staffing as needed for event bookings • Guest Services staff: Starting pay $16/hour Guest Services Scheduling and Services provided: • Two Guest Services representatives at each location during high season both summer and winter seasons. • Community hosts scheduled daily during high seasons. August 2, 2016 - Page 59 of 44z • Review host benefits program and adjust accordingly. Review findings and ideas with Town management. • Services include greeting and assisting guests with a variety of Town -related questions; draw from extensive training to assist guest with technology products or way finding tools that direct guests to various attractions and businesses within Town. • Creation of a Staff Communications Plan where all staff is issued a radio to allow inter - staff communication between all team members between Villages, Welcome Centers, Hosts out on the streets and Vail Resorts in some instances. Incorporation of a Communications Plan in the event additional staff are needed in a situation that arises during any given day. • A combination of both placement of a brightly -colored umbrella table and banner on street level in both Vail Village and Lionshead to make the Hosts and Staff stand out to guests. Staff would be outfitted in crisp uniforms/nametags to distinguish them during both winter and summer seasons. Staff Uniforms • Staff will be supplied seasonal uniforms that reflect brand guidelines and compliment Vail Resorts Guest Services Uniforms • All employees are expected to be well-groomed and uniforms fresh for the day Recruiting, Retaining, Managing, Optimizing Paid and Volunteer Staff . .. . .. ............................................................... Staff Recruitment and Retention: Our goal is to hire a staff who possess attributes and values that align with the Town of Vail Action Plan: • Enthusiasm and willingness to learn • Positive attitude and desire to share experiences with others • Goal -oriented individual • Sincerity in their desire to represent the Town and in their information delivery • Guest services/customer service experience • Positive employment references August 2, 2016 - Page 60 of 44z • Resident of Eagle County/experience working in Vail • Ensure buy -in of Town of Vail culture • Multi-lingual staff is especially attractive for the Guest Services program • Engaged in outdoor recreation, area amenities and variety of community programs Internship Program Our team will incorporate a paid Internship program open to college students from across Colorado for students majoring in Hospitality and Tourism -based programs. Interns will be part of our Guest Services staff during school breaks, all seasons. It is our belief that the diversity of our staff will be beneficial in the incorporation of new technologies within the Welcome Centers and offers additional alternatives to our Guest Service programs. Staff Training Module Staff training will follow the following schedule: • Group training — three days • One-on-one training • Shadow Supervisor • Shifts vary in order to gain overall training • Empowerment to make decisions in absence of supervisor • Ongoing customer service training on quarterly basis • Staff will be trained to use radio communication in order to communicate other team members • Management will coordinate staff training program with other TOV entities to teach Welcome Center staff how to adapt and react in a variety of guest service situations and emergencies. Examples of risk management situations could include: o In the event of an emergency o Additional guest service situations or guest directives o Assistance with traffic control o Weather situations or weather-related emergencies o Additional risk management situations that may arise Performance Measurement Model • Initial performance review within 30 days of hiring • Seasonal reviews • Measurement made by Guest Feedback initiatives/observations August 2, 2016 - Page 61 of 44z W StaffingPlan for Host Program ............. ...................................... ................................................................................................................................. Host Program Staffing: • Staffing during high season on a daily basis, both summer and winter seasons • Work with hosts on strengths to provide quality guest service and schedule accordingly Host Responsibilities and Duties: • Community host presence remains an important part of the Guest Services program. Duties include greeting and assisting guests, conducting digital data collection of guest questions and comments. Incorporate additional one-on-one customer service training and draw from hosts variety of experience and expand duties as able. • Determine and encourage empowerment of hosts while on shift to make independent decisions to assist guests in a variety of situations. Incorporate criteria for hosts to follow in order to present guest with a variety of solutions and problem -solving. • Review host benefits program and adjust accordingly. Review findings and ideas with Town management. Staffing Communications Plan: Upon check-in for their shift, all staff is issued a radio to allow inter -staff communication between all team members between Villages, Welcome Centers and Hosts out on the streets. We would incorporate a Communications Plan in the event additional staff are needed in a situation that arises during any given day. Staff will use radio communication in order to communicate other team members. Management will coordinate staff training program with other TOV Departments and Supervisor will communicate with Vail Resorts Guest Services by radio or other means. to teach Welcome Center staff how to adapt and react in a variety of guest service situations. Developing and Delivering Customer -centric Service and Programs .................................. Reflecting Goals of Town Council: The staff of Donovan Pavilion Management prides themselves as stewards of both the facilities they represent for the Town of Vail. In every way we interact with clients of the Grand View August 2, 2016 - Page 62 of 44z and Pavilion, we keep the Town of Vail ideals and culture in the forefront of our minds. We would treat representation at the Welcome Centers and through the Guest Services program in the same manner. All operations will be based on the culture present at the Town of Vail. Our goal is to assemble a staff who: • Adopts the attitude of representing the Town in every interaction, be it guest or resident • Listens to the guest and anticipates their needs • Offers a variety of solutions that will satisfy the guest needs • Clearly communicate the solutions to the guest in a respectful manner • Thanks the guest for their choice to visit Vail and encourages them to return Referral Plan: Our operation currently practices a Vail -only referral service for guest services. We are confident we can assemble a staff that will deliver superior guest service and working knowledge of Vail -based businesses and the services they offer. We currently collaborate with a number of Vail businesses through our operations at the Donovan Pavilion and the Grand View. We believe we can positively impact our guests and direct them to having a great experience while they are here. Development and Implementation of Training Program for all staff: Management will review TOV standards for training with human resources department in order to ensure Welcome Center staff and volunteer training mirrors TOV staff training. Development of a training program empowering staff to make decisions in direct relation to the culture of the Town of Vail. Establish and maintain a Short -Form Database to capture Visitor Information: Welcome Center staff and volunteers will use several tools to ensure guest information is included in a database. 1) (Pads will be supplied to Guest Service staff and Community Hosts to capture guest information digitally while working out in Villages allowing walk and talk interaction with guests 2) Programming within Welcome Center computer kiosks to allow guests to enter their own information and answer visitor questions 3) Chatbox Destination Management program allows for guest data capture digitally via a Mobile Texting Program August 2, 2016 - Page 63 of 44z 4) With the addition of digital technology outlined above, we are able to create and manage a data system that will allow for post -visit guest surveys and ongoing communication with our guests. Ensure training and Optimal Use of Technology and Tools located within Welcome Centers: Staff training will include use of existing Technology and Tools located within the Welcome Centers. Additional training will take place on Vail Apps and incorporation and programming of IPads that allows for digital capture and evaluation of guest information Delivery of Daily Guest Services with Welcoming, Personalized Assistance that reflects Vail brand: Our focus will be on hiring individuals who possess characteristics and values that align with the Town of Vail attributes. Focus on diversity, multi-lingual and varied age groups in order to identify and communicate guest needs. Guest services staff will encompass diverse age groups and diverse experience on the job to better anticipate guest needs and fulfill their needs in a timely, concise and professional manner. We intend to dip into the community to incorporate college-age, Community members seeking part time employment, people with an upbeat personality who are engaged in the community and who embrace and appreciate our outdoor environment. Assemble, produce and regularly update a Master Calendar and Guest -related materials and Guest Services staff communication of the Calendar: Regular communication with various entities to gather information will be paramount in maintaining an accurate and complete master calendar. Those entities include Town of Vail special events coordinator, event producers, Vail Recreation District, non-profit organizations, Town of Vail departments, lodges, spas, athletic clubs, restaurants and clubs. Master calendar management and printing of pocket -sized calendars and posters to be placed within Welcome Centers will be done. Digital placement of event schedules will be placed according to Town of Vail directive. All staff will receive updated calendar information at the start of each shift in order to ensure knowledge with working with guests. Creation of Customer Relationship Management Programs that encourage: Social Media engagement: Create "Selfie" photo area of Vail background and encourage guests to post submissions within Welcome Centers themselves on media walls for global sharing. This includes submissions with "hashtags" and uploads to social media, like Facebook, Instagram, and Twitter. The global sharing will allow anyone to look at the "hashtag" and link to Vail. August 2, 2016 - Page 64 of 44z Wine and Cheese Receptions Management of a master event calendar within each Welcome Center to host a wine and cheese reception during high season. All guests of Town of Vail will be invited and welcome to attend. The events will feature local business owners who will be invited as guest speakers for opportunity to spotlight their programs and services. • Schedule at 4 pm in the Winter or 5 pm in the Summer seasons • Crucial to our business plan is the relationship between the Welcome Centers and local businesses Relocation of Vail Resorts Lost & Found Program Lionshead Welcome Center could support the relocation of the mountain Lost and Found program to allow for greater visitation numbers into the Welcome Center. Support of the existing inventory program and the addition of our digital/text customer service program could support this activity. Provide recommendations on creative and novel programming in Welcome Centers that support Town's objectives: There will be displays placed in each Welcome Center to support current Town of Vail objectives. The displays would promote and encourage attendance at various Town programs and events. The schedule of displays will be managed through the Welcome Center program and Town of Vail programs will receive first priority on the schedule. Building and Nurturing Relationships with hail Community .. ...................................................................... Creation of Partnerships and Alliances with Community Organizations to Outline Approach and Systems for Ensuring Positive Working Relationships within Vail: Regularly scheduled meetings with various Town committees including: • Town Management (monthly) • Vail Resorts Guest Services (quarterly) • Vail Chamber (attend Board meetings and meet Director in person) • Vail Valley Partnership (quarterly) • Event Promoters (individually) The purpose is to see how the Welcome Center operation and staff can best -support their efforts and work on improvement of services. Regular attendance at Vail Local Marketing District Advisory Council, the Commission on Special Events and at various Town -related meetings will assist management in identifying ways more collaboration can take place. We welcome suggestions on how to improve Guest Service at any time. August 2, 2016 - Page 65 of 44z Engage with Brand Implementation Efforts led by Vail Local Marketing District to integrate brand through all communications and social media channels: Attend meetings and confirm brand efforts are realized throughout Welcome Center operation including in all communication, digital platforms, signage and printed material on a regular basis. Adjust plan according to direction by Vail Local Marketing District Advisory Council. Coordinate with other Guest -focused initiatives directed by Town of Vail: Ensure Welcome Center operations complement and support various department initiatives and celebrate success of Town of Vail programs and initiatives. Act as a representative of Town of Vail in all interactions with Vail community positively reflect the Town of Vail: All staff will embrace the Town of Vail culture in all guest service interactions, both with guests and residents alike. Maintaining Appearance of Welcome Centers We are stewards of the Town of Vail facilities we manage. We take a particular pride in the ability to make sure each facility is managed the "Vail way". We have regular communication with the Public Works facilities team of the Town, making sure equipment and operations are working properly. We notify Public Works management via their online Facility Management software to report items needing repaired. We work closely with our cleaning service to ensure if there are extra cleaning duties needed (floor waxing, carpet cleaning, etc.) that it is taken care of. We have systems in place to manage event bookings that are easily transferred into the Welcome Center operation. Staff Uniforms Seasonal uniforms that reflect brand guidelines and compliment Vail Resorts Guest Services Uniforms will be issued to all staff. Staff are required to be well-groomed and uniforms crisp and fresh for their shift August 2, 2016 - Page 66 of 44z ® Equipment, Furnishings and Technology/Additional Guest Service Initiatives Recommended Technology Upgrades: • Installation of Cell Phone charging stations within each Welcome Center • Purchase of IPads for Guest use within Welcome Centers and for staff use out in Villages • Sign on with Chatbox as a digital communication system to compliment Vail App • Purchase of Radios for staff use and communication with Vail Resorts Guest Services team Lodging Services: • Work closely with the Vail Valley Partnership to form a Vail -only lodging booking system that will be available to visitors within the Welcome Centers at kiosks or that will allow our Guest Services agents to book for the guest. Availability and rates will be available, allowing our staff to book a room immediately. • This service allows us human interaction with the guest and offers fantastic deals in our Vail properties for our visitors at the last minute. Additional Guest Initiatives: After -Hours Event Programming: Creation of a revenue stream within the Welcome Center spaces for evening rentals for programmed events. Each Welcome Center will be marketed based on capacity and program needs in order to expand facility programming with the Town of Vail. Possible programming could include: Event participant check-in, seminars and educational programming, local non-profit informational programming, event preview locations, various Clubs and organizational meetings, or Homeowner meetings. August 2, 2016 - Page 67 of 44z ® Developing and Implementing a Performance Measurement Model for Individuals and Staff We will implement and measure the following: • Staff ability to follow a set protocol when dealing with guests both within the Welcome Center and out in the Villages • Measure ability to gather guest information and accurately report the information • Ability to conduct intercept studies with guests • Accurate count and reporting of guests served • Management will continually spend time in the Villages observing guest behavior and offering suggestions for adjustments to programs • Regular meetings with Vail Resorts Guest Services will allow for quick adjustment to program efforts in order to make contact with more guests ® Management Model Laurie Asmussen, Owner General Manager of Welcome Center and Guest Service operations Mindy McNitt, Operations Training, scheduling, assist in recruitment efforts Welcome Center Manager Oversee all day-to-day operations and work within both Centers August 2, 2016 - Page 68 of 44z ........................................................................................................................................................................................................................ :PROPOSED COSTS AND APPENDICES Below is an anticipated Operating Budget for the program outlined: Staff salaries & wages $192,788 (Supervisors(s) plus hourly staff) Payroll taxes and overhead 19,278 Management fee 70,000 Host Program 24,000 Accounting/bookkeeping 3,500 Office Expenses 8,000 Uniforms TBD* New Program expenditures: Technology $10,000 Guest receptions/supplies 15,000 Coffee kiosk supplies 15,000 Furniture/Carts: Coffee kiosks TBD* Staff radios TBD* *Based on budget allowed for new initiatives ......................................................................................................................................................................................................................... . :SUMMARY Our team is excited to Redefine Welcome for the Town of Vail. This will be accomplished through hiring enthusiastic and diverse Staff and Community Hosts, the addition of technology as well as using the Welcome Centers as gathering places to spotlight community strengths. We look forward to effectively utilizing the existing technology resources with an eye toward expansion. Key to our operation is our relationship between the business community and our vision for the Town. August 2, 2016 - Page 69 of 44z A proposal regarding Management of Town of Vail Welcome Centers, the Community Host Program and Guest Welcome Services Program 0 Donovan Pavilion Management, Inc. Laurie Asmussen, Owner (970)376-3756 July 1, 2016 August 2, 2016 - Page 70 of 44z EXECUTIVE SUMMARY To successfully establish a plan to provide exemplary customer service resulting in guest satisfaction to guest loyalty in alignment with the Guest Enhancement Initiative. The primary focus will encompass: - Professional, positive staffing initiatives aimed at retaining and rewarding good employees in the Welcome Center Operations - Positive and effective Community Host volunteer management - Implementation of programs and efficient systems and procedures aimed at premiere customer service with the goal of increasing customer satisfaction - Sound financial management of Welcome Center operations and Community Host Program with the goal of maximizing return on investment while improving the involvement/fit into the Guest Enhancement Initiative - Collaborative programs with a host of local partners including Vail Resorts, the Vail Chamber and the Vail Valley Partnership, aimed at involving Vail businesses with guest interaction and Welcome Programs August 2, 2016 - Page 71 of 44z COMPANY OVERVIEW Donovan Pavilion Management, Inc. was established in August, 2003 to serve as the management company for the Donovan Pavilion, Vail's premiere event facility. Owned by the Town of Vail, the Donovan Pavilion hosts an average of 120 events annually. The events hosted at the Pavilion consists of wedding receptions, community and corporate events. In 2013, Donovan Pavilion Management, Inc. received the management contract for The Grand View, located in Lionshead, which also hosts over 120 events per year, the majority of which are local groups and meetings. Over 65% of the events taking place at the Donovan Pavilion consist of guests visiting the area. The Donovan Pavilion Management Company approaches each client interaction with the following focus: • Treat clients in a professional manner • Provide clients with information in a timely manner • Treat all clients equally and fairly and with the utmost courtesy • Assist clients with planning and organization of their event • Maintain adequate staff at all events to assist clients and attendees • Refer clients to professional vendors located within the Town of Vail (caterers, florists, entertainment, etc.) that reflect similar vetted guest service values In addition to the client interaction focus, the Donovan Pavilion Management staff approaches management of the Town facility with similar focus. Our maintenance areas of focus include: • Strive to keep the Pavilion clean and orderly at all times • Conduct appropriate maintenance of all equipment and systems on a regular basis • Work closely with Town of Vail facility maintenance crew to keep systems working properly year-round • Professionally clean key areas (windows, carpeting, etc.) of the Pavilion on a scheduled basis • Keep Town of Vail management and facility crew apprised of items in need of repair in a timely manner Sound Financial Management Donovan Pavilion Management, Inc. will continue reporting to the Town of Vail, by preparing a monthly analysis of usage and remittance of usage fees. Sales tax will also be remitted on a monthly basis. The management company has professional accounting and bookkeeping firms at its disposal to provide monthly financial reports as well as ongoing oversight of the financial information August 2, 2016 - Page 72 of 44z Management Team and Operational Infrastructure ..................................................................................................................................................................................................................................................................................................................... Management Team: Laurie Asmussen, Owner Donovan Pavilion Management, Inc. was established in 2003. • Maintains relationships with broad stakeholder groups and serves as primary contact with TOV management • Works daily with operations manager to ensure seamless service of each event • Works closely with Operations Manager on management of Community and Discounted Use events • Analysis and management of budget operations including review of reporting to TOV through bookkeeping operations and management of revenue and operating budgets • Performs risk management evaluation of operations • Troubleshoots facility needs for maintenance issues and general upkeep of facilities • Forecasts future bookings and performs rate analysis Mindy McNitt, Operations Manager • Primarily manages daily office management duties and works closely with Owner on event schedule management • Serves as primary contact to clients and works closely with clients on day-to-day matters including finalizing event schedules and timelines • Communicates facility event schedules with TOV departments and vendors • Schedules staff event coordinators • Computer work related to client contracts and management of payment schedules Assists with special projects Professional Financial Team: Deborah J. Sheehy, CPA Debbie has been a Certified Public Accountant since 1986, when she began her career with Ernst & Whinney in Denver. She has been practicing in Eagle County for more than 16 years. Debbie offers sound financial overview and practices for Donovan Pavilion Management, Inc. She is heavily involved in year-end review and reporting to Town of Vail Finance Director to evaluate operations. Brian Maloney, Bookkeeper Brian Maloney has been doing bookkeeping, accounting management and financial modeling for over thirty years. Brian has held the position of Controller at Gorsuch Ltd (Vail CO) and Accounting Manager at Shapiro Development (Avon CO). Brian D Maloney Incorporated was started November 1, 2000 providing independent bookkeeping and financial modeling services for businesses within Eagle County. August 2, 2016 - Page 73 of 44z Brian manages day-to-day bookkeeping, banking and payment processing operations as well as sales tax, account reconciliations, and monthly and quarterly reporting for all business operations. Brian works closely with Debbie to ensure accuracy of reporting methods and account overview. Legal Counsel: Ann Hutchison, Hutchison Law Firm Ann writes and updates client agreements and reviews regularly, based on Management Company needs for both facilities and updates verbiage as needed; Provides legal counsel to Owner on a case-by-case basis. Insurance Agent: Randy Goodwin, Wright Group Services Randy reviews professional and general liability policies on an annual basis with Owner to ensure coverages receive any updates needed and are in accordance with Town of Vail guidelines in written Management Agreement. Technology: One Resolution, Inc., Professional Web management/Social Media platform development The Town of Vail /T Department manages both DonovanPavilion.com and GrandViewVail.com. The Management Company and IT Department staff work together on updates to website content and creative development. All website content is integrated into TOV website master management plan. Operational Infrastructure Donovan Pavilion Management, Inc. will manage the Welcome Centers with similar efficiencies that take place at the Donovan Pavilion. We will incorporate the following elements: • Emphasis on professional staff in place to address each guest's needs • Communication with TOV staff and administration on a consistent basis • Streamlined operational systems in place to meet guest needs • Client information packaging to meet needs and exceed expectations • Complete Social media monitoring Donovan Pavilion Management, Inc. has experience with 120 clients per year at the Donovan Pavilion since 2003 plus an additional 105 clients at the Grand View since 2013. Our professional staff refers clients to various Vail lodging properties, August 2, 2016 - Page 74 of 44z restaurants, and businesses. We believe in keeping the business within the Town of Vail and are successful in ensuring clients use local businesses to meet their needs. Donovan Pavilion Management, Inc. Financial Summary The balance sheet of Donovan Pavilion Management, Inc. at any point in time consists of cash balances and accounts receivable, offset by customer/security deposits, payroll liabilities and small accounts payable. All buildings, facilities and equipment are the property of the Town of Vail, not Donovan Pavilion Management, Inc. A list of professional references and a sampling of guest feedback is included in proposal Appendix. GUEST WELCOME SERVICES APPROACH "Re -defining Welcome" Guest Welcome Services Effort We recommend enhancing comforts within the Welcome Centers: Install cell phone charging stations Install coffee kiosks inside each center with a variety of small snacks available as well through partnership with local coffee houses to offer a taste of their coffee and cross -promote their shop Create weekly wine and cheese receptions and invite local businesses to attend and talk about their services to the guests in attendance. Maintain and rotate a master schedule of speakers throughout the year August 2, 2016 - Page 75 of 44z 2012 2011 2010 Gross receipts from actual bookings: $337,266 $332,540 $267,168 TOV reimbursement usage fee $247,975 $258,983 $200,935 TOV operating fund expenses $ 46,877 $ 45,175 $ 42,010 The balance sheet of Donovan Pavilion Management, Inc. at any point in time consists of cash balances and accounts receivable, offset by customer/security deposits, payroll liabilities and small accounts payable. All buildings, facilities and equipment are the property of the Town of Vail, not Donovan Pavilion Management, Inc. A list of professional references and a sampling of guest feedback is included in proposal Appendix. GUEST WELCOME SERVICES APPROACH "Re -defining Welcome" Guest Welcome Services Effort We recommend enhancing comforts within the Welcome Centers: Install cell phone charging stations Install coffee kiosks inside each center with a variety of small snacks available as well through partnership with local coffee houses to offer a taste of their coffee and cross -promote their shop Create weekly wine and cheese receptions and invite local businesses to attend and talk about their services to the guests in attendance. Maintain and rotate a master schedule of speakers throughout the year August 2, 2016 - Page 75 of 44z Determining Visitor/Guest needs and fulfilling them: • Friendly greeting upon first interaction • Clear, concise directions to restroom facilities • Pertinent mountain information • Pertinent bus information • How else can I assist you today? �.CommunitY.Host Program...................................................................................................................................................................................................................................... The ideal Vail host: • Greets guest upon meeting • Asks guest how they may assist them • Consistently show they are happy and excited to be representing Vail! • Offers alternative when appropriate or simply directs guest to bus stop, etc. • Engages guest in conversation asking where they are visiting from and is interested in the guest! • Tells them to "Have a nice day" upon exit • Is educated on all Vail and Eagle County have to offer Importance of Staff Training and Interaction with Staff: The Donovan Pavilion Management, Inc. team will interact with Staff multiple times per week, involved in the Staff operations. We propose the following scenario: • Operations Manager will conduct initial Employee Orientation and Customer Service training • Paid staff: Additional training in Leadership and Customer Service will be provided • Staff will train on understanding role within Town of Vail and with stakeholders. • Staff will train on understanding what all Vail businesses offer and how to represent them in the Welcome Centers, in addition to learning about various activities and events • Operations Manager will meet with staff weekly as well as be available for any questions or concerns on a daily basis • Quarterly safety meetings will be conducted with both Paid staff and volunteers August 2, 2016 - Page 76 of 44z rwTechnology.................................................................................................................................................................................................................................................................................... Optimal Use of Technology and Tools within Welcome Centers We recommend installation of phone charger banks into each Welcome Center. We recommend the purchase and installation of Ipad's for Guest use. We would program each IPad to capture guest contact information and to conduct a survey when each IPad is used for future programming and guest demographic information. Use of existing technology in each center is paramount to our staff operation. We would evaluate how each is currently used to make a recommendation for moving forward. During winter months, stream CDOT highway cams on flat screens located within each Welcome Center. Implement Vail App for mobile phones with Welcome Center info Investigate Chatbox.com Concierge -based Services All referrals, bookings, activity suggestions, commission -free reservations, and ticket sales will be a routine and large part of an employee's role under Donovan Pavilion Management, Inc. In order to represent all Vail businesses in an equitable manner, staff will qualify the customer by asking questions to best fit the visitor's needs. Staff will then provide at least 3 recommendations that fit the needs of the visitor. The Welcome Center will create and maintain handouts or brochures representing a wide variety of Vail businesses. We will anticipate supplies for the most commonly -asked questions of where to eat, where to stay, and what to do. We recommend lodging referrals are booked through VailonSale.com and the Vail Valley Partnership lodging program. Establish Partnerships and Initiatives with Local Entities Working with all entities within the Town of Vail, Vail Resorts departments and all Advisory Boards is of utmost importance in making the Welcome Center programs successful. Keeping open lines of communication in person, over the phone and via e - August 2, 2016 - Page 77 of 44z mail will keep the Welcome Center staff informed of programming updates and changes as they happen. Our team will schedule regular meetings with partners within the Town of Vail, Vail Resorts, various advisory boards and with special event promoters to see how we can best communicate and assist with the flow of information. An example of various groups would include: • Town of Vail administration/communications office • Vail Resorts activities desk • Town of Vail special events department • Town of Vail Art in Public Places • Commission on special events funded event promoters Brand Implementation Efforts It will be important for our team to collaborate with the Vail Local Marketing District regarding brand implementation efforts for our everyday work in all areas of communication. We look forward to working together to integrate the Welcome Center operations into the ongoing efforts of the Vail Local Marketing District. Guest -focused Initiatives We will create a team approach with Town of Vail staff to develop initiatives designed to help guests find their way through Town in a positive manner. Our team will communicate on a daily basis with Town departments and Vail Resorts to exchange information on the important details of transportation, signage, parking, mountain conditions, and special events. We propose investigating the relocation of Vail mountain Lost and Found program to assist guests in the location of lost items during both winter and summer months. This enables our team to address and assist both guests and Vail Resorts with guest service. Engage Vail Residents and Business Owners We strive to develop and host collaborative programs with the Vail Chamber & Business Association and the Vail Valley Partnership to assist local business owners in their efforts to educate and retain employees and give them a chance to meet, exchange ideas and come up with new ways to attract and engage customers. We also recommend a rotating calendar of business spotlights, aimed at guests staying in long-term properties to learn more about what our Town has to offer. The program would be open to all to participate. A master schedule would be maintained through the Welcome Centers. August 2, 2016 - Page 78 of 44z Ideas for Programming Welcome Centers ............................................................................................................................................................................................................ Our team recommends a weekly Wine and Cheese reception, with an Open Invitation to guests and residents alike to participate in a social setting as well as an informative session for guests to learn more about the products and services offered through our local businesses. A master schedule of the Open Houses would be maintained through the Welcome Center main office. Consideration of the implementation of small Social gatherings, centered around informative discussions presented by various Town departments and local groups (i.e. Symposium, Sustainability Programs, etc.) within each Welcome Center. These facilities could serve as alternative sites to other Town facilities. One or both Welcome Centers could also serve as locations to cross -promote upcoming Town events. They could serve as Art displays for Art In Public Places programming or the Arts Festival; product displays or demonstrations for GoPro Games; Registration drop off locations for Vail Recreation District running races or the King of the Mountain Volleyball Tournament, etc. This would assist event promoters with additional locations in which to promote their upcoming Festival or event. Facility Management, Equipment and Furnishings Our team is prepared to ensure the Centers are clean and inviting every day of the year. As in the other facilities we manage for the Town of Vail, Welcome Center staff will make sure all aspects of the facilities are working properly, in pristine condition and safe and welcoming to our guests. Regular maintenance walk-throughs will be conducted to ensure items are addressed and repaired immediately. Donovan Pavilion Management, Inc. will maintain all Town of Vail provided equipment for use in the Welcome Centers. We will work with the Town IT Department to maintain all programs, according to Town standards and guidelines and will inform them in the event of equipment failure. All electronic equipment (cell phones, tablets, etc.) belonging to Donovan Pavilion Management, Inc. staff will be the responsibility of the Management Company. Our staff will also maintain all furnishings located within the Centers, including cleaning and upkeep of the furnishings and will inform the Town Maintenance staff of any items needing repair. August 2, 2016 - Page 79 of 44z ® Cross -promotion with State of Colorado Welcome Center staff ....................................................................................................................................................................................................................................................................................................................................... We recommend conducting FAM site visits for volunteers who work in State of Colorado Welcome Centers to familiarize the staff with Vail's activities. We could host a half day Familiarization Tour along with lunch on a quarterly basis to allow State volunteers to see a glimpse of what Vail has to offer and bring it back to their various Welcome Centers across the State to communicate with guests. SUMMARII Donovan Pavilion Management, Inc. has proudly represented the Town of Vail for 14 years. We have assembled a leadership team that is willing to take our years of experience with Vail, the visitors to Vail and their needs in customer service and apply it to this project. Our team has built a very positive relationship with Town Management and we have been able and willing to work closely with various types of businesses throughout Vail, always referring clients to Vail -based businesses without accepting commissions from any outside entity. Our primary goal has always reflected the Town of Vail goals of exceptional customer service and with the end goal of our customers making a return trip to Vail. We hope that you will consider placing your trust in us to work as a partner to build on the foundation of customer service that has been built upon over the years. We hope to make a positive contribution to your operation. August 2, 2016 - Page 80 of 44z REFERENCES Jeff Babb, Director of Resort Operations Vail Resorts, Inc. PO Box 7 Vail, CO 81658 (970)331-5959 Pam Brandmeyer 655 Lariat Loop Edwards, CO 81632 (970)926-1964 Laurie Mullen, Owner West Vail Liquor Mart Former Supervisor, The Charter at Beaver Creek 2151 N. Frontage Road West Vail, CO 81657 (970)376-5639 Chris Romer, Executive Director Vail Valley Partnership PO Box 1130 Vail, CO 81658 (970)477-4016 (970)331-1103 August 2, 2016 - Page 81 of 44z 6UESTFEEDBACK ----------------------------------- Below please find a copy of a variety of Guest feedback for the Donovan Pavilion. We are grateful to represent such a beautiful facility! Reviews on Wedding Wire Website We were planning our wedding under a pretty tight timeline and feel so lucky that we managed to find a Friday availability 6 months out. Mindy and her entire staff were always extremely responsive and efficient. The contract was clear and concise and I feel we got an amazing value for the money. We were able to get an in -county discount as well, which was nice that they offered that to locals. One great thing about it being a government-owned facility is that you have free -reign to choose your vendors and are even able to purchase your own alcohol from any source (as long as a TIPS certified bartender serves it). Wedding: 07/31/15 Megan and Tom said... What an incredible venue! Donovan is a true blank slate which allowed for us to completely transform the interior into our dream reception. Mindy is so kind and was a joy to work with. Wedding: 07/24/2015 Harmony said... The Donovan Pavilions venue is absolutely breathtaking! We received so many compliments about our wedding that it was overwhelming. The staff at the Donovan Pavilions were very accommodating and quickly responded to any emails/phone calls that we had. While the price tag is a little hefty you can save some money by being able to bring in your own alcohol. The venue is so pretty and well maintained that you do not even need to bring in any extra decor (besides centerpieces) Thanks Donovan! -Harmony and Dan Wedding: 09/21/2014 What a beautiful setting we had for our daughter's weekend wedding and thanks to Mindy and the staff for having such a great place to host a wonderful celebration! It was beyond our imagination of how wonderful it was to have an outdoor ceremony and a wonderful indoor dinner and reception! Thanks! So wonderful! Wedding: 09/2013 Sherry said... My husband and I choose the Donovan Pavilion after looking at several places in Eagle and Summit county. We used the space for both the ceremony (on the patio) and reception. It worked great for us because it was accessible and easy to find for our guests that were all from out of state. Also, we had several grandparents that wouldn't have done well with lots of stairs and the Pavilion was perfect for that as well. The views up the mountain are wonderful, the fire pit August 2, 2016 - Page 82 of 44z seating area was a big hit, and the adjoining park was great for guests with younger kids that wanted to run off some energy between the ceremony and reception. It's a beautiful space and looks great during the day and evening. I worked a lot with Mindy at the Donovan Pavilion and she was wonderful, answering my email with a day or two and providing pictures of available equipment. Everyone there was very professional and made it a really great experience. Wedding: 07/26/2013 Tammy said... We worked with Mindy at the Donovan Pavilion for our February wedding. She was incredible! The venue is gorgeous, but the fact that Mindy was so helpful and wonderful was what really sealed the deal for us. So many venues aren't overly welcoming or helpful - but Mindy was. She answered emails immediately, she worked with our schedule for visits and walk throughs, she is a very friendly person to work with and I would highly recommend working with her. On top of that, you get a beautiful venue with a patio and fire pit - all of our guests raved about the perfect mountain atmosphere. all in all, a winning combination! Wedding: 02/09/2013 Jill said... I had my winter wedding reception for 100 people at the Donovan and I could not have asked for a more beautiful wedding venue. Everyone was commenting on how perfect it was and taking pictures. While it isn't the most inexpensive to rent you do get quite a bit out of it being able to bring in your own caterer, bartenders, and alcohol. We even also just hooked up our iPhone to play cocktail hour music. People absolutely loved the fire pit - we had people out there all night long. The service was incredible - Mindy was so responsive and helpful before, during, and after the event - we really couldn't have pulled everything off so smoothly without her! Thank you so much! Wedding: 12/14/2013 Traci said... Mindy and the team at the Donovan Pavilion were fantastic to work with over the past year. We had a lot of things come up (change of date, change of time, etc.) and they were quick to help us and were very flexible. This venue is a true reflection of the mountain beauty that we were looking for on our wedding day AND we were able to use our choice of vendors (a money saver). Wedding: 08/17/2012 Christine said... I always thought that the Donovan would be a beautiful place to get married, and after getting engaged and researching venues, I found that it was the perfect place for us. First of all, while it's not exactly inexpensive, you get your bang for your buck. The staff (Mindy & Laurie) were amazingly helpful and responsive. Second, it's gorgeous. But third, and most important to us, was that it helped us stay on budget because we could hire the vendors we wanted and were able to bring our own alcohol and provide bartenders. Our costs were lower than expected when all was said and done! And we used every square inch of space there and it was all worth the August 2, 2016 - Page 83 of 44z money. Wedding: 09/21/2012 Miller22 said... The Donovan Pavilion is amazing. Mindy was extremely helpful and very pleasant. If you are looking for a Colorado mountain wedding, this is the perfect place! Wedding: 06/14/2010 rachelgk said... This is the perfect venue. A gorgeous room inside and great patio out back. The staff is wonderful to work with and they were very accommodating to the vendors on the day of set-up. It is the perfect place to host your reception if you wish to bring in your own catering. Wedding: 09/06/2009 Red26 said... What a gorgeous facility! It took our breath away! Although quite pricey, it was worth it! We loved it because it was a blank slate, were we could bring in all of our own decorations and food, etc. Mindy was a gem to work with - So kind, responsive and helpful!! Wedding: 09/27/2008 kate5599 said... I spent a long time looking for a venue and so finding the Donovan was a godsend. It was beautiful inside and out, no weirdly patterned carpet and huge windows to enjoy the view. The only downside was that you had to pay for that great view, this place is pricey. Compared to other mountain locations it is not so bad, but all the fees for extra time and if you serve alcohol really add up. Also, it is very popular so we had to settle for a weekday. Mindy was great to work with and always answered my emails promptly. There are lots of great places for photos nearby. Overall a great location. Wedding: 07/28/2008 Kelly said... The Donovan was the PERFECT location for our outdoor December wedding and our indoor reception venue! Our guests loved having everything within one location! They were so kind in letting us come in a little early to set up, and they were fabulous in helping us to envision our entire day! I highly recommend the Donovan Pavilion for both a very special wedding and a wonderful reception! The only thing that was hard was the cost! It really is expensive to rent out for your event, so make the most of your time there! By the way, Mindy is PHENOMENAL! She handled all of our music for the wedding and the reception! You will NOT be disappointed! Wedding: 12/01/2007 Reviews from the Knot.com August 2, 2016 - Page 84 of 44z Destination Wedding in Vail Reviewed on 6/29/2014 Marisa M My mom and I fell in love with this beautiful open space of Donovan Pavilion. They were very helpful in planning our big day and making sure the venue had all was promised. Would recommend for any bride that wants to create a special out of the box wedding. An absolute joy! Reviewed on 10/02/2013 Holly T What a joy and a pleasure it was to hold our wedding reception at the Donovan Pavilion. The room is just stunning, the location is naturally beautiful and the staff are a pleasure to work with. We had an absolutely fabulous time there and our guests loved being able to use the back patio among the trees, the fire pit and also take cover inside the beautiful pavilion when the rain passed through briefly. It worked out much cheaper to host our wedding here and bring in outside suppliers to cater the event, than to use the other hotels in the Vail area. Bear in mind, you are only hiring out the pavilion, tables and chairs and no other services are included but if you are fine to organize the other details yourself, as I was, this works out as a really affordable Vail wedding. That doesn't mean it is cheap though since you are in Vail. We hired in caterers, linens, extra tables, DJ, bought our own alcohol and hired a bartender (it's the law the have a bar tender unfortunately) and bought decorations (although minimal decs are needed in this beautiful venue), which added up but all in all worked out as fairly reasonable. You can host both your ceremony and reception here or you can move here for just the reception as I did. I would really recommend the Pavilion for a beautiful natural wedding location, which is only a 1 mile walk/drive from Lionshead Village. We had a great time here and you must visit it to appreciate its beauty. Beautiful venue Reviewed on 10/25/2012 Jennifer D Everything was amazing here. The staff is easy to work with, extremely responsive, and helpful. Picture perfect Vail venue Reviewed on 10/08/2012 Christine L I loved the Donovan Pavilion -- it was the perfect venue for us since we wanted A) to have the ceremony & reception in the same place, B) to have an outdoor ceremony location, and C) to August 2, 2016 - Page 85 of 44z bring in our own alcohol and bartenders. We saved a ton of money that way, allowing us to get married in Vail like we'd hoped. The building and outdoor facilities are all gorgeous. The only drawback was that you have to bring in everything (linens, plates, glasses, etc...) but that worked out well for us. Also, they were very friendly to deal with and gave us some good advice! It was expensive, but worth the cost to have a perfect wedding venue! Beautiful Colorado Venue Reviewed on 9/24/2012 Jenna S When we began planning our Rustic Colorado themed wedding, we knew that we wanted a venue that would represent the beautiful Colorado mountain scenery! As soon as we took a tour of The Donovan Pavilion we knew that it was the perfect place for our fall wedding in Vail. The Gore Creek, Aspen Trees, and beautiful rustic building was a true Colorado Mountain experience! The Donovan Pavilion staff was so helpful throughout our wedding planning process and allowed us to make numerous appointments with our vendors. Our guests raved about how clean and maintained the building was! We loved being able to have an outdoor cocktail hour on the back patio and an indoor reception. The fire pit was a big hit too! We recommend this venue for any couple that is seeking that perfect mountain venue! 1.1.1 Destination Wedding in Vail Reviewed on 6/29/2014 Marisa M My mom and I fell in love with this beautiful open space of Donovan Pavilion. They were very helpful in planning our big day and making sure the venue had all was promised. Would recommend for any bride that wants to create a special out of the box wedding. 1.1.2 An absolute joy! Reviewed on 10/02/2013 Holly T What a joy and a pleasure it was to hold our wedding reception at the Donovan Pavilion. The room is just stunning, the location is naturally beautiful and the staff are a pleasure to work with. We had an absolutely fabulous time there and our guests loved being able to use the back patio among the trees, the fire pit and also take cover inside the beautiful pavilion when the rain passed through briefly. It worked out much cheaper to host our wedding here and bring in outside suppliers to cater the event, than to use the other hotels in the Vail area. Bear in mind, you are only hiring out the pavilion, tables and chairs and no other services are included but if you are fine to organize the other details yourself, as I was, this works out as a really affordable Vail wedding. That doesn't mean it is cheap though since you are in Vail. We hired in caterers, linens, extra tables, DJ, bought our own alcohol and hired a bartender (it's the law the have a bar tender unfortunately) and bought decorations (although minimal decs are needed in this beautiful August 2, 2016 - Page 86 of 44z venue), which added up but all in all worked out as fairly reasonable. You can host both your ceremony and reception here or you can move here for just the reception as I did. I would really recommend the Pavilion for a beautiful natural wedding location, which is only a 1 mile walk/drive from Lionshead Village. We had a great time here and you must visit it to appreciate its beauty. 1.1.3 Beautiful venue Reviewed on 10/25/2012 Jennifer D Everything was amazing here. The staff is easy to work with, extremely responsive, and helpful. 1.1.4 Picture perfect Vail venue Reviewed on 10/08/2012 Christine L I loved the Donovan Pavilion -- it was the perfect venue for us since we wanted A) to have the ceremony & reception in the same place, B) to have an outdoor ceremony location, and C) to bring in our own alcohol and bartenders. We saved a ton of money that way, allowing us to get married in Vail like we'd hoped. The building and outdoor facilities are all gorgeous. The only drawback was that you have to bring in everything (linens, plates, glasses, etc...) but that worked out well for us. Also, they were very friendly to deal with and gave us some good advice! It was expensive, but worth the cost to have a perfect wedding venue! 1.1.5 Beautiful Colorado Venue Reviewed on 9/24/2012 Jenna S When we began planning our Rustic Colorado themed wedding, we knew that we wanted a venue that would represent the beautiful Colorado mountain scenery! As soon as we took a tour of The Donovan Pavilion we knew that it was the perfect place for our fall wedding in Vail. The Gore Creek, Aspen Trees, and beautiful rustic building was a true Colorado Mountain experience! The Donovan Pavilion staff was so helpful throughout our wedding planning process and allowed us to make numerous appointments with our vendors. Our guests raved about how clean and maintained the building was! We loved being able to have an outdoor cocktail hour on the back patio and an indoor reception. The fire pit was a big hit too! We recommend this venue for any couple that is seeking that perfect mountain venue! 1.1.6 Perfect Venue Reviewed on 9/04/2012 Catherine T We got married last month at the Donovan Pavilion and we are beyond thrilled by how wonderfully the venue worked out. The ceremony was held on the back patio with the backdrop August 2, 2016 - Page 87 of 44z of the mountains and beautiful Colorado trees. The reception space inside was the perfect size for our group of 130 guests. The staff at Donovan is very helpful and available to answer questions throughout the planning process. I highly recommend this venue and I would not change a thing! Magical Reviewed on 7/29/2012 Jessica H You can bring in your own caterer (if you have less than 50 guests, then you can bring in your own food without a licensed caterer), you can bring your own booze, as long as you don't sell it. It is a gorgeous setting with a patio for ceremonies. If it rains, you can move it inside, which is also very amazing with all the windows. Mindy is wonderful to work with too! Everything we wanted Reviewed on 6/13/2012 Darcy B I really wanted to have a mountain wedding, with an outside ceremony and an inside reception... this place was perfect! It is truly one of the most beautiful places to hold a wedding... our guests were blown away. The staff are wonderful to work with and very helpful. We would highly recommend the Donovan to anyone! Donovan Pavilion Reviewed on 11/06/2011 Anne H Beautiful wedding venue! The staff is very helpful and available. Would highly recommend this venue to anyone! Beautiful Venue, Fantastic Staff Reviewed on 10/22/2011 Lauren H The Donovan Pavilion is owned by the town of Vail. We found their prices to be pretty reasonable for Vail, but the town sets the rules and the staff can't be very flexible about them. Things like... you get a set time for the price and if you want more time you have to buy it in 2 hour chunks... even if you only want one more hour. Otherwise the place is amazing! It's right off I-70 so it's convenient and though it is close to the highway, you don't notice the noise. Once August 2, 2016 - Page 88 of 44z you pay the site fee you can use everything at the pavilion... no extra charge for the sound system or the projector screen etc. Very little limitations on what venders you can use. Example: Catering Restrictions: must prepare food in health inspected kitchen and obtain a Vail sales tax license (which is free) Worked with Mindy. She is professional, friendly, accommodating and flexible. My venders and family loved her! She made us feel so welcome and I could tell that our wedding day mattered to her. She was excited for us. I just loved her! The Pavilion itself is beautiful. Though it is close to other buildings, the vegetation hides this and it feels so private. There is a public park next door with a playground, which was awesome for the little kids. There is an outdoor gas fire pit that they turn on for the whole time you are at the pavilion. They have some tables and chairs, a projector screen (no projector), a built in sound system that is great for cocktail hour and dinner music (plays both inside and out), facilities are clean and well taken care of. High ceilings, big wood beams, lots of light from big windows, beautiful landscaping. LOVED LOVED LOVED this venue! Beautiful!!! Reviewed on 8/26/2011 Elise H We recently had our ceremony and reception at the Donovan Pavilion. Not only is the site stunning, the staff (Mindy) is phenomenal! The inside of the pavilion is wide open with floor to ceiling windows facing the patio ... with the mountains, trees and river in the background. Breathtaking! Next door is a city park with a wonderful playground that came in handy when the kiddos got a little restless. The firepit was working and was a great retreat when people wanted to get outside (and still stay warm!). Everything except tables and chairs needs to be brought in, which can drive up costs. However, being able to choose a caterer and bring your own liquor was a great option. Overall, I would highly recommend the Donovan Pavilion! Great! Reviewed on 6/14/2011 Ashley H Great event planner, easy to work with, beautiful setting, and very affordable. But such a classy place that it looks to cost 10,000+ Great experience with Donovan Pavilion Reviewed on 10/ 18/2010 Trinette L We worked mostly with Mindy. We were able to walk through quite a few times and I was able to have samples mailed to her so I could look at samples of chair covers on the pavilion's chairs. They were very professional and incredibly helpful. August 2, 2016 - Page 89 of 44z Perfect Spot Reviewed on 8/10/20 10 Shanley B We had our reception at the Donovan Pavilion and it couldn't have been more perfect! We absolutely loved the space and the staff was a pleasure to work with! BACKGROUND INFORMATION LAURIE ASMUSSEN PO Box 115 Eagle, CO 81631 (970)376-3756 (970)328-5681 fax SUMMARY Over 26 years of experience in special event management and facility supervision. Duties included budget management, writing and implementing advertising and marketing plans, overall event coordination, sponsorship recruitment, resort promotion, database management, and implementation of public, corporate and fundraising events. HISTORY 2003 — Present Owner, Donovan Pavilion Management, Inc, Established property Management Company to promote, book and manage events at the Town of Vail -owned Donovan Pavilion, a multi- use events facility in Vail. The facility hosts approximately 120 special events per year including weddings, social functions, corporate events and non-profit functions. Added The Grand View, also owned by the Town of Vail, a 70 -person meeting space in the heart of Lionshead Village which hosts over 110 community, Town and corporate meetings annually. 2000-2002 Communications Coordinator, Eagle County School District Served under the School District Superintendent on a part-time basis. Duties included writing press releases, advertising coordination with school principals, administrative and District staff, and promotion of District throughout Eagle County. Served as District spokesperson in all aspects of media relations and community outreach. 1999 - Present Owner, Eagle Valley Events, Inc, August 2, 2016 - Page 90 of 44z Established private event Production Company based in Eagle County with the goal of promoting and producing public events throughout the area. Events produced and/or served as sub -contractor on include: • Vail Holidaze for Highline Sports & Entertainment • Eagle County Fair & Rodeo for Eagle County • Strawberry Days Festival for Glenwood Springs Chamber • Ride the Rockies local coordination for Vail Valley Partnership • Eagle Cinco de Mayo Festival for NRC Broadcasting • Vail Arts Festival • Vail America Days for Town of Vail • Holidays in Vail for Town of Vail • Vail Italian Festival • Eagle Ranch Home Tour and various community events • Oktoberfest for Vail Valley Chamber & Tourism Bureau • Community Musical Chairs for Vail Valley Charitable Fund • Edwards Harvest Festival, Cinco de Mayo for Edwards Business Association • Vail Valley Jet Center Plane Fun event for Vail Valley Jet Center • Charity Chocolate Classic • Taste of Vail — assist with volunteer recruitment and scheduling • Eagle County Fair & Rodeo grand opening of new arena for Eagle County Government • Carpenter's Ball for Eagle County Habitat for Humanity • Greeley Independence Stampede — Sponsorship Coordinator • Colorado State Fair — Rodeo press liaison 1994-1999 Event Manager, Eagle County Government Primarily responsible for production and promotion of annual County Fair and professional rodeo, as well as coordination of in-house employee events. Responsibilities included: • Development of sponsorship programs and recruitment of event sponsors August 2, 2016 - Page 91 of 44z • Development of marketing and advertising plans, media relations plan and the creation of event logo • Recruitment, training and management of 80 event volunteers • Preparation and management of annual budget • Coordination and negotiation of all contract and rodeo personnel as it relates to event (rodeo and fair personnel, entertainment, exhibits and vendors) • Produced the rodeo series for the 1999 World Alpine Ski Championships in Vail's Dobson Ice Arena 1992-1994 Sales Manager, The Charter at Beaver Creek Responsible for outside sales for resort condominium property. Responsibilities included: • Sales calls by phone and in-person targeting corporate clients across the United States • Prospecting potential clients, booking appointments, and preparing proposals and presentations to potential clients • Coordination of group activities in and around area • Served as on-site representative to clients 1990-1992 Recreation Supervisor, Vail Recreation District Responsible for the development, coordination, implementation, budget management, and evaluation of special events and marketing division of public recreation district. Responsible for event management of the following events: • Vail Winter Carnival • Symphony of Sports ice skating and gymnastics shows • Champion International Whitewater Series, Memorial Day celebration and rubber duck race • Vail America Days • Oktoberfest • Running races Developed a comprehensive corporate sponsorship program for all events. Development of marketing and advertising plans for programs, media relations plans and the development of new district logo, and signage plan for district facilities. August 2, 2016 - Page 92 of 44z 1988-1990 Marketing Assistant, Vail Associates, Inc, /Hyatt Hotels Served as administrative assistant in Denver and Beaver Creek offices for marketing division of Vail Associates and sales department for Hyatt Regency Beaver Creek. • Responsible for facilitating corporate group meetings for regional sales managers • Outside sales on Front Range for Hyatt Beaver Creek • Coordinated Front Range sales efforts for Colorado Card and season pass sales program EDUCATION 1985 Bachelor of Arts in Business Administration and Recreation, Western State College Gunnison, CO PROFESSIONAL AFFILIATIONS Vail Valley Partnership Member since 2001 Vail Chamber of Commerce Member since 2004 Eagle Valley Chamber of Commerce Member since 2000 Colorado Festival & Events Association Member since 1994/ Served on Board of Directors 1994-2001 International Festivals & Events Association Member since 1994 International Association of Fairs and Expositions Membersince 1999 VOLUNTEER AFFILIATIONS IN EAGLE COUNTY Founding member of Board of Directors, EVHS Foundation 2010-2015 Buddy Werner League Board member 2000-2008 August 2, 2016 - Page 93 of 44z (D VAIL INFO, INC 2016 RFP Submittal August 2, 2016 - Page 94 of 44z VC -41 1 1 of o, 7-15-2016 Vail Info, Inc. Response to: Town of Vail Request for Proposals Phase 2 Operational Management of Vail's Welcome Centers and the Volunteer Community Host Program Part 1: Proposed Business Plan Part 2: Proposed Costs Part 3: Appendix W10XW Va I Li ke n of h ng on eat August 2, 2016 - Page 95 of 44z Vallnfo, Vail Welcome Center Mission Statement: To provide five-star customer service, using the Vail brand messaging to support all Town of Vail entities following the objective and goals of the Vail Town Council. These stated goals are delivering five-star customer service, increasing guest satisfaction and guest value, while enhancing the Vail brand through exceptional delivery of service to our guests. Part 1: Proposed Business Plan A. Staffing Levels and Hours of Operation Listed in Section 1 of Exhibit A, Is a detailed list of our current and proposed staffing levels. Currently the Vail Welcome Centers (VWC) are both open 365 days a year totaling 6905 hours. The VWC is open from 8:30am until 5:30pm during the Winter ski season, 9:00am until 5:00pm during the Spring and Fall seasons, and from 9:00am until 8:00pm during the Summer from June 1 through August. These operating hours were implemented with the renovations of the Lionshead Welcome Center. While the early and late hours do not see the visitor numbers that are seen during regular business hours, it was determined by the town staff that the numbers we were seeing were worth the cost of opening earlier or staying open later to provide the best possible customer service. The current budget also allows an additional 1060 hours over the course of the year to be used during times of increased need for additional staff and for staff training. These extra hours are only used on weekends and holidays during the Winter, and also during July and August when there is an overlap taking place between staff shifts to allow for better customer service during busy times and to allow the maintenance and upkeep of the facilities without disruption of customer service. Currently the Town of Vail (TOV) Host Program operates everyday during the Winter ski season and weekends only from mid June through the last weekend of September. The TOV hosts are working a total of 4800 hours currently. Detailed in Exhibit A we are recommending an increase in the TOV Host Program to add 15 more Hosts and to expand the coverage to include light coverage (Monday through Thursday) and more coverage (Friday through Sunday) from mid June through August and then weekends during September. This is an increase of 1200 hours or 15 TOV Hosts. As detailed in customer service research, the guys who sweep up garbage on the streets are 5-7 times more likely to have guest interaction than the very staff who are manning welcome centers for that specific reason. With the advent of Vail Resorts Epic Discovery program we believe that there is a real need to get more guest service personnel out in the streets. As a trial, at the request of Vail Resorts, we tested having TOV Hosts during the morning of the Epic Discovery opening day ribbon cutting. The guest interaction counts and TOV Host's feedback tell us that it was worth it as they had hundreds of interactions during the four hour test period. Also of note was the fact that the guests were Wl 0XW Vd I Li le n of h n q cn eal August 2, 2016 - Page 96 of 44z Vallnfo, primarily asking questions about the same things they always do (way finding etc...) and not specifically about Epic Discovery. B. Compensation of Staff and Hosts Compensation has been based upon the Town Managers office. Each year prior to submitting a recommendation VII has been informed by TOV staff regarding what percentage of a staff raise would be acceptable. The current rate of pay for all staff is $15 per hour and the staff is also eligible for benefits of a Epic Ski pass and/or a TOV Blue Parking Pass (both purchased by VII) depending upon how many days or hours a week they work. If Staff had been given a 3% raise by the TOV each year since VII had been awarded the contract in 2005, the current rate of pay would have been $16.10. TOV Hosts are compensated with benefits for volunteering a total of 80 hours. Currently the TOV Hosts are allowed to pick their own compensation with a choice of a Ski Pass, a Blue TOV Parking Pass, $700 in TOV restaurant vouchers or Vail Recreation District vouchers. About half of the TOV Hosts (30) took the Ski Pass option last year. Sixteen percent (10) took the TOV Blue Parking Pass. The rest took the Vouchers. Only because there is the possibility for EVERY host to take the Blue Pass option are the numbers in the Host portion of the budget appearing higher. The options have changed over the years. During certain years we have followed town staff direction to only hire Hosts willing to accept the ski pass as compensation. Those that accepted that pretty much stayed with it. Over the last three years, with the program expanding from 40 to 60 Hosts, the TOV has not limited the options to accommodate the expansion. VII continues to try and achieve a more diverse (younger) mix of Hosts. Because of the realities of Vail's employee options, we anticipate that to be able to increase the number of TOV Hosts to 75 we will likely need 15 more Blue Passes as we will also likely be filling those positions with people who already have Ski Passes. We have about a 25% turnover rate in the TOV Host program each year. C. Services Provided As illustrated in Phase one of the RFP submit, VII's vision is to provide the VWC with the ability to provide five-star customer service to the guests of the Town of Vail to benefit the Vail business community if possible. To do this VII sees its function as one in which the primary purpose is to recruit, train, supervise, compensate, provide resources and continuing education to the front line staff. This is done because to have 5 -Star customer service we need to be customer centric. We need to do what is asked of us by the guest. There is no "script" to provide customer service. It is by definition tailored to the individual. All research shows that the way we provide service is what matters most. "Anything for every guest." That is our formula. Vail Info, Inc has a very simple philosophy. Help every guest with what they need. The 5 -Star customer service that the Vail Town Council is soliciting rfp responses for is not about WHA Tservices we provide our guests. 5 -Star customer service is about HOW we W10XW Vd I Li le nofh nq cn eal August 2, 2016 - Page 97 of 44z Vallnfo, provide service for our guests. The services we provide are all dictated by the needs of our guests. The services are always being added to. D. Recruitment and Retention VII has used many methods to recruit staff over the last 11 years. We have consistently had about ten current staff members. We have had 48 different employees over those years. We have tried to recruit via newspaper advertisement, Craigslist, Trade shows, Job Fairs with almost no success. The single most successful recruiting plan, which reflects the realities of the Vail area's labor market, has been through word of mouth. VII has used our long established relationships within the TOV to maintain our staff. VII has not had a problem finding or keeping employees. TOV Hosts are also recruited by word of mouth. Posters and brochures are displayed daily at the VWC's but referrals from other Hosts has always worked the best. E. Training During the calendar year, the VII Staff (10) and TOV Host (60) training begins with a 4 hour required joint training session. During the past year the VCBA has partnered, making the training session a requirement for their members to receive their merchants pass benefits. This training will be followed up with 4 monthly mandatory staff training sessions held over the course of the year. The total required staff training consumes 80 total hours and 240 total hours for the TOV Hosts. TOV Hosts are invited to the follow up meetings but not required to attend. Staff and Hosts are invited to VR presentations prior to the Winter and Summer seasons. To keep both staff and TOV Hosts up to date with current topics, every week, a fact sheet is sent out by email, and also kept digitally on the VWC computers. In addition, every day the TOV Hosts check in for their shifts, they are provided with printed material with daily updates and information. New staff training is conducted as follows. Staff receives an employee manual. All aspects of VWC job requirements are covered within. New staff is given a five day, forty hour initial training working along side management and senior staff until both new staff and management are comfortable with all of the systems of the VWC. The TOV Hosts receive their own employee manual that was developed by the TOV and VII. The new TOV Hosts are also given a walking tour and orientation to the job by Mark Christie and returning TOV Hosts are encouraged to attend as a refresher each fall. The emphasis of training continues to be about how we provide service. HEART - Helpful, empathetic, able, resourceful, and trustworthy are the traits of our staff and the traits needed to provide 5 -star customer service to our guests. Staff is secret shopped during the course of the year in a program sponsored by the Vail Chamber and Business Association conducted by Intercept Insights. Results are used to reinforce training. F. Performance Measurement W10xw Va I Li le nofh nq cn eat August 2, 2016 - Page 98 of 44z 5 Va I I of o, As proposed in Phase one of the rfp process, VII has begun conducting guest surveys. The very first question is used as a calculation to determine net promoter score. The preliminary results of our test survey have been very good. Because this is a measurement that can compare our success against other areas of the TOV and Vail Resorts, we believe this will be a good performance measurement. G. External Relationships VII maintains relationships with the various entities in the TOV. All of the various entities digital sites information is collected and distributed to staff via informational updates as well as used to produce the monthly events calendar. These entities take part in VII staff and TOV Host training. The Betty Ford Alpine Gardens, VRD, Highline, Vail Jazz, Farmers Market, and Vail Valley Foundation are just a few of the organizations whose activities we represent to guests. The constant contact ensures staff is up to date. These relationships have allowed our recent outreach to begin a new training initiative proposal to quickly develop. Representatives from staff attend CSE and VLMDAC meetings on a regular basis. Staff is in constant contact with VR representatives from Mountain Information, Base Area Operations, Ski School, Marketing and Customer Service Departments. VII has partnered with the VCBA to add businesses to our staff and TOV Host training. New information is shared in our weekly updates. The relationship with TOV Parking and Transportation Department is likely the most active one as VII is constantly providing parking and transit information to our guests. VII is part of the "get out of jail free" don't drink and drive program. In conjunction with the TOV IT Department, VII loads information and updates the TOV calendar website. The VWC hosts the TOV Art in Public Places weekly art walk. VII uses the TOV Police Department Chargerback Lost and Found program and is in communication with TOV Police Dispatch for 1-70 highway road closures. VII follows the guidelines issued by the TOV Finance Department. All VWC "goings-on" are reported to the TOV Community Information Department in monthly reports. These reports contain statistics, staffs qualitative impressions, and (soon to come) quantitative customer survey results. In previous RFP responses VII has also provided hundreds of recommendations from the businesses located in the TOV and can provide them again. H. Management VII Management has been diligent over the last 6 years, attending seminars and certifications, to consistently provide the very best customer service to our guests. Management's major tasks, which include, initial staff hiring, training, supervision, ongoing education, compensation and motivation, are all conducted following the basic premise of motivating our staff and the TOV Hosts to do anything our guests ask of us. After over one million guest interactions with nearly no guest complaints VII believes that the Town Council's goal of providing 5 -star customer service is being fully realized. Customer feedback included in Phase 1 of the RFP process is further evidence of this fact. W1 OaTe Va I U ke not h ng on eat August 2, 2016 - Page 99 of 44z VC -41 1 1 of o, Part 2: Proposed Costs In section 2 of the attached Welcome Center & Host Budget Template (Exhibit A) VII shows the breakdown of the costs associated with the operation of the VWC on a template provided by the TOV for the 2013 RFP bid process. VII has always followed the recommendation of the TOV staff in regard to it's budget. Our final budget request is 3% above last year. The TOV has put a lot of effort into determining the operating hours of the VWC's. Each month the TOV has received reports detailing the guest counts of both VWC's, and to continue with the highest level of customer service, VII recommends no changes to the business hours of the current operation. However, VII does recommend increasing the TOV Host budget, to hire 15 additional TOV Hosts for the 2017- 2018 Host Program bringing the total up to 75. This would provide enough manpower to staff the town daily from mid June through August, returning to the weekend only current plan throughout September. As explained above in the first section, VII believes that there has been a proven demand for the additional service to meet the TOV customer service goals. Winter would remain the same as the past year with daily coverage every day of the ski season. The total amount requested to run the VWC's and administer the TOV Host program is $305,381. The costs for the TOV Host program have been broken out from our final bid because the TOV budget is not controlled by VII and changes based upon host benefit requests as detailed in Part 1 (Section B) of this proposal. The total cost for the TOV Host program compensation which VII is responsible to administer will not be greater than $82,500. Again, W10XM Va I Li ke n of h ng on eat August 2, 2016 - Page 100 of 4z Vallnfo, all funds are held by the TOV Community Information Department. Partial savings is accomplished through trade agreements between the TOV and VR. Additional funds are also included in the Community Information budget for uniforms, and random acts of kindness initiatives which are designed to empower the TOV Hosts for the best possible customer service. We recommend the return of the Town wide guest services reward program. Working in conjunction with the VCBA, VII recommends that this item be part of a separate budget administered by the VCBA specifically for this program. The cost for the program will be $10,000. In Summary Vail Info, Inc. is proud to represent the Town of Vail to guests 365 days a year, for the last eleven years. We are proud of our performance and accomplishments. All of the customer service training that we have attended and researched tells us that howwe represent ourselves to our guests is 90% of what matters most to our guests. It is that continued good impression that customer service research states should be the major focus of any business that is interested in providing 5 -Star customer service. This doesn't mean the remaining 10% of the formula, or services that we provide, don't matter at all. We will continue to search for best practice services in a way that will not cause the TOV to spend any more than it needs to, and with proper guest research be future focused to maximize the public funds that are spent. To be future focused and follow the best customer service practices we will expand upon our qualitative surveys, or the impressions we get from our staff, by adding quantitative surveys of our guests to be able to distinguish between what is thought to be needed, and what is actually needed by our guests. Thank you for the opportunity to serve the guests of Vail. W10XM Vd I Li le nofh nq on eat August 2, 2016 - Page 101 of 4z VC -41 1 1 of o, Part 3: Appendix Exhibit A: TOV Welcome Center & Host Program Budget Template r VAI Oxw Va I Li ke n of h ng on eat August 2, 2016 - Page 102 of 4z A 2016 Vail Info, Inc RFP Welcome Center & Host Program Budget Template Directions: Please input the requested information in each cell. Please note that Section 1 and 2 function separately and the hours will not be carried over. When asked for details you may reference a page# in your proposal or include a short explanation of service. This is meant to be a very concise summary. Ski Season VWC Staff Coverage 8:30-5:30 VV 1 employee - (at times 1 extra specified in proposal) 1 manager 1445 Summer Season VWC Staff Coverage 9-8 VV 1 employee - (some overlap specified in proposal) 1 manager 1322 Off Season VWC Staff Coverage 9-5 VV 1 employee -1 manager 980 Ski Season Volunteer Coverage 8:30-5 Min. 2 hosts at a time, Max 4 at a time depends on volunteer 2400 availability and time of year (Fri/SattSun + Holidays more). Summer Season Volunteer Coverage 9:00-4 Mid June - Aug Min. 2 hosts at a time, Max 4 at a time depends on volunteer availability 600 (+360 over 2016) ailability and time of year (FSS + Holidays more). Off Season Volunteer Coverage None 0 0 Ski Season LWC Staff Coverage 8:30-7 LH 1 employee - 1 extra specified in proposal Summer Season LWC Staff Coverage 9-8 LH 1 employee - some overlap specified in proposal Off Season LWC Staff Coverage 9-5 LH 1 employee Ski Season Volunteer Coverage (Daily) 8:30-5 Min. 2 hosts at a time, Max 4 at a time depends on volunteer parking pass _ availability and time of year (FSS + Holidays more). Summer Season Volunteer Coverage (Daily) 9:00-4 Mid June -Aug Min. 2 hosts at a time, Max 4 at a time depends on volunteer $- $- availability and time of year (FSS + Holidays more). Off Season Volunteer Coverage None 0 olunteer (rate = $1100 benefit is Max, not Average) _ 75 1 _ $1,100.00 $82,500.00 Hosts Total - 6000 /VWC Op Hours 6905/Ad Staff & Training Total Labor (Paid & Non Paid) Hours at ALL locations - Hours 1060 (used for additional staffing only on Winter holidays, Medical/Dental Benefits None Weekends and in Summer July & August AND training.) 2 - All Costs 1916 1322 980 2400 600 (+360 over 2016) 0 13965 Va I I of o, Management Fee 1 - - $78,000.00 Lead Position - Year round (Host Management) _ 1 _ $- $19,200.00 Paid Staff - Year round (Hourly) includes ski pass and/or 7965 1 $22.28 $177,460.20 parking pass _ Paid Staff - Winter Seasonal (Hourly) 0 $- $- Paid Staff - Summer Seasonal (Hourly) 0 $- _ $- olunteer (rate = $1100 benefit is Max, not Average) _ 75 1 _ $1,100.00 $82,500.00 otal 0 $ $357,160 Medical/Dental Benefits None $- Payroll Taxes (Unemployment, Work Comp, Medicare, included in payroll $- rainin 3" Party Training & Brand/Marketing Management/Staff Rewards $10,400.00 Uniforms Booth & Hosts $3,300.00 Recognition, Incentives & Bonuses included in payroll $- Other $- Mal $13,700.00 mer service rewards program $10,000.00 squired by TOV $3,913.00 tpplied by TOV $- ipplied by TOV Supplies//Postage $5,762.00 Merchandise $750.00 VWC Poster -Calendar $4,000.00 Ski Pass (Survey Incentive) $800.00 $800.00 Capital Expense (Vedas year to year next year badly need to replace wheelchairs) $1,000.00 $6,600.00 3 - Additional Hours (not included in proposed oost/budget - charged to the TOV upon use) hours for center (scheduled) Hourly 26.98 ,e extended hours (on-call) Hourly 26.98 - Different Budget - Different Budget Section 4 - FINAL TOTAL 039W Dowmpdaft of rSS'O�rgO � Additional costs not accounted for in sheet $- Actual VII TOV Budget Request: $305,381 OTAL (all inclusive) - $397,885 (Difference is because employee reward proposal & host rewards are not VWC budget) VISI 03M Va I Li ke n of h ng on eat August 2, 2016 - Page 103 of 4z Frederick W. Deming Primary Address Vail Address 59 Pippins Way P.O. Box 2973 Morristown, NJ 07960 Vail, Colorado 81658 To: Town Council Vail, Colorado July 18, 2016 I understand that Town of Vail has put the operation of the Vail Welcome Centers and Community Host Program out for bid for the coming three years, and I want to express my very strong hope that Bobby Bank and Mark Christie will be chosen to continue their efforts in leading these activities. I have been a Community Host for the past 15 years during the three months in the winter and three months in the summer that I reside in Vail. During that time, I have worked under three different Host Program administrators and I view Bobby and Mark as absolutely first rate. They have been able to recruit numerous high-quality individuals for the Hosting jobs, give them proper guidance on what a Host should do and how he/she can be helpful to Vail visitors while on the street. They have emphasized that the job is not just standing somewhere waiting for questions, and certainly not being too pushy when asked a question, but taking a proper initiative to inter -act politely and appropriately with people so that guests feel welcome and are likely to want to keep coming to Vail. Given the record that Bobby and Mark have had in running the Welcome Centers and Host Program, I question why any consideration should be given to changing administrators. Three years ago when bids for these functions were under consideration, I recall that Town Staff recommended choosing a different administrator whose proposal, among other things, involved a requirement that Hosts use cell phones to report contacts immediately after they had occurred, which clearly would have taken time away from other contacts with visitors. Fortunately, the Town Council over -ruled that Staff recommendation and voted to continue with Bobby and Mark with their emphasis on meeting the needs of visitors. I hope the Council shows the same kind of wisdom in considering this year's bids.. August 2, 2016 - Page 104 of 44 XFINITY Connect Page 1 of 1 XFINITY Connect MarkWChristie@comcast.net - Font Size - Vail Info Inc. Proposal for Welcome Center Services From : Jack Gardner <jack-gardner@comcast.net> Sun, Jul 24, 2016 07:29 PM Subject : Vail Info Inc. Proposal for Welcome Center Services To : Mark Christie < MarkWCh ristie@comcast. net> Mark --- Please pass along to the appropriate Town representatives our comments of support for your proposal: To the Vail Town Council: We have enjoyed working as Vail Community Hosts for many years. In that time, we have come to know Bobby Bank and Mark Christie quite well, and we have seen the Community Host program grow from weekend -only service to 7 -day service in the Winter Ski Season. The job of selecting, training, supervising, coordinating, inspiring and disciplining 60 plus volunteers is no easy task. Yet, Mark and Bobby have succeeded in not only fielding a great team, but also in helping that team enthusiastically perform in award-winning fashion in the best and worst of weather offered by Winter and Summer. We heartily support the proposal of Vail Info Inc., and we know of no reason why the Town should not continue the very successful relationship it has established with Bobby and Mark. The hard-working volunteer corps behind them admire and respect their ability, and it is almost certain that a change would mean the loss of many experienced volunteers. We have had guests make special note of the Community Host Program and how special it is to have local, knowledgeable volunteers available for help with questions, directions, recommendations and assistance. Please renew the Town contract with Vail Info Inc. Jack and Greer Gardner PO Box 3026 Vail, CO 81658 Home: 970-949-0949 https://web.mail.comcast.net/zimbralhlprintmessage?id=584892&tz=AmericalDenver& Must 2,Wp5jtflgOge 105 of 44 Town of Vail City Council Dear Council Members, I am writing in support of renewing the Contract with Bobby Bank for the Welcome Centers and Community Hosts. To be brief, the programs and teams that are currently in place have been very well coordinated with Bobby Bank and Mark Christie. They have served the community with excellence. The proof is in the receipt of multiple Platinum Service awards. Both Bobby and Mark are part of the community they serve and have a vested interest. If other contracts are considered from outsiders, I feel it would be a disservice to those currently vested in the program and the community they serve. In talking with current hosts many have voiced sentiments that this is the best run and coordinated leadership that they have worked with in this program. Please renew the contract with Bobby Bank. Sincerely, Merry Haas Community Host August 2, 2016 - Page 106 of 44 Vail Town Council, My name is Vince Adamo and I have been a Town of Vail host every year since summer of 2007. 1 have seen both the positives and negatives of the program under different leadership. I have worked with Bobby Bank and Mark Christie now for almost half the time I have been a host. They lead our host program in a highly professional manner. They run the Welcome Centers efficiently, cordially, and in a friendly manner. They give a good fresh start to our first time visitors and also our repeat customers, here at Vail. I have nothing but positive things to say about them. I think the most remarkable thing to me has been that under their direction the Host program has grown tremendously, with the number of hosts increasing at least 4 fold. Everyone of us takes the same enjoyment out to the streets of Vail that Bobby and Mark show in the Welcome centers. I look forward to continuing to work with them over the next 3 and a half years, as I give my full support to them and hope the council will decide to keep them in charge of the host program and to continue their stewardship of the Welcome Centers. Sincerely , Vince Adamo August 2, 2016 - Page 107 of 44 XFINITY Connect XFINITY Connect Letter of support From : Dennis Hextall <d22hex@yahoo.com> Subject : Letter of support To : Mark Christie < MarkWChristie@comcast. net> Page I of I MarkWChristie@comcast.net Font Size - Sat, Jul 23, 2016 09:39 AM To whom it may concern I am in support of Bobby Bank to continue as director of the Vail Information Centers and Host Program. As a Red Coat volunteer I received substantial training and support from both Bobby Bank and Mark Christie. Both men are enthusiastic and great ambassadors of Vail Valley. Dennis Hextall Head Coach Battle Mountain High School Hockey Sent from my iPhone https://web.mail.comcast.netlzimbralhlprintmessage?id=584843&tz=AmericalDenver ust 2, X1§2 e 108 of 44 XFINITY Connect Letter of support From : John T Eisenhard <johnte@rcn.com> Subject : Letter of support To: MarkWChristie@comcast.net MarkWChristie@comcast. net + Font Size - Mon, Jul 18, 2016 01:56 PM Having worked as a community host for the first time last year, I was quite impressed with the vetting process, orientation, due diligence and organizational structure Bobby Banks and Mark Christie demonstrated throughout the entire program. They show great knowledge, management skills and leadership. I believe they run a very tight program with the volunteers. They make certain the volunteers have accurate information for their shift, that you look representative of the town of Vail and they are readily available if you have a problem. As a community host your appearance, attitude and knowledge is extremely important to both of them. Having been in the service and people business for over 42 years, visited Vail for over 30 years and living in Vail part-time for the past 18 years, your first impressions of Vail are not from Google, internet sites or GPS but from face to face interaction with someone who can provide answers to their questions and make their time in Vail more memorable. These types of experiences are what Bobby and Mark foster with the Community Host program. I strongly recommend that the Town Council renew their contracts and the C.H. program for the corning years. Bobby and Mark know the town and the people and what it takes to run this program successfully. Thank you, John T. Eisenhard August 2, 2016 - Page 109 of 44 The efficiency and the consideration that Mark and Bobby have for "basically" volunteers is outstanding and we appreciate their dedication and informative information sheets provided before we have a shift .... !-10 ... 1 rank them 10.... Pam Thorn August 2, 2016 - Page 110 of 44 A short statement to emphasize the fact that working under the guidance of Mark Christie and Bobby Banks has been most enjoyable. They convey their enthusiasm for being an important part of Vail and imparting their positive feelings and attitudes to all who work with them. It is very easy to come to work and very easy to be enthusiastic about what our job entails. To change this and not have Mark and Bobby's guidance would be taking away a great strength for Vail. I have had "bosses" in several positions over the years and they are two who make a job pleasant. People with these skills are rare and should be kept in place and valued. They make the introduction to Vail special for our guests. Diana Johnson August 2, 2016 - Page 111 of 44 The leadership and dedication of Mark Christie and Bobby Bank are the mainstay of a very successful program that delivers high guest satisfaction. Their well -tuned program is a testimony to Vail's dedication to both Community and Guest Service. A cadre of highly motivated and well-informed Hosts give testimony to how well both the professional and personal aspects provided by both Mark and Bobby make for the glue that binds the hosts with Vail's guests and the commercial community. Excellence and going the extra mile are driven by Mark and Bobby; they are always open to improving the program and their highest priority is ensuring a guest is more than just satisfied but rather delighted. We need this leadershipM Phil Weinstein Full-time Vail resident August 2, 2016 - Page 112 of 44 XFINITY Connect Re: Letter of Support From : Ann Antonius <vailann98@comcasLnet> Subject : Re: Letter of Support To : MarkWChristie@.omcast.net MarkWChristie@ Comcast net -- Font Size Sun, Jul 17, 2016 04:24 AM Mark, You know how much I support you and Bobby. How can the Town replace such a successful program that has been in place for such a long time. I wish I could be at the meeting to show my support. Good luck. Ann Sent from my Wad - -- August 2, 2016 - Page 113 of 44 VAIL INFO, INC 2016 RFP Submittal August 2, 2016 - Page 114 of 6-15-2016 Vail Info, Inc. Response to: Town of Vail Request for Proposals Phase I Operational Management of Vail's Welcome Centers and the Volunteer Community Host Program Part 1: Company Background, Experience, and Qualifications Part 2: Guest Welcome Services Approach A: Philosophy —The How B: The What C: What's Next Part 3: Appendices Vail Welcome Center Mission Statement: To provide five-star customer service, using the Vail brand messaging to support all Town of Vail entities following the objective and goals of the Vail Town Council. These stated goals are delivering five-star customer service, increasing guest satisfaction and guest value, while enhancing the Vail brand through exceptional delivery of service to our guests. Welcome Vail Like Nothing On Earth August 2, 2016 - Page 115 of 4z 4 Vail Info, Inc Part 1: Background, Experience, and Qualifications Vail Info, Inc. (VII) is a corporate entity formed in response to a 2005 RFP process from the Town of Vail JOV) to manage the then named Vail Visitor Information Centers. Robert L. "Bobby+' Bank is the General Manager of the Vail Welcome Centers (VWC). All operational aspects of the VWC come under his directive. Bobby developed the original business plan 11 years ago. Operating as a sole proprietor, Bobby - dba Vail Brochure Delivery (VBD), had been stocking the information centers with collateral for the previous 12 years. VBD continues to service 65 properties throughout the Vail Valley including the VWC's and the Eagle County Airport for over 147 local businesses. Bobby has worked in Vail since 1988. He is a life-long skier and knows the Vail product well. He is formally certified with the Professional Ski Instructors of America and the United States Ski Coaching Association. After graduation from the University of Colorado, Boulder he moved to Steamboat Springs where he earned his Colorado Real Estate License and started a Condominium Association Management Company (Steamboat Association Management) and later moved to Vail to become a Coach and Race Event Promoter for Ski Club Vail. In 1993 he began VBD. To date VBD has produced over $2 million in revenues. While running Vll, Bobby continued course work, including customer service seminars and certification programs. "How to Deliver Exceptional Customer Service," "Dealing with Difficult People," "Maximizing the Customer Experience" Certification, "Basic Supervision", "Training for the Trainer" and is currently enrolled in "Certification for Customer Service Managers". His connections to the local community have enabled him to effectively recruit and manage a highly educated, long-time local staff since 2005. Mark W. Christie, Vail Host Manager, became an equity partner of VII in 2008 after becoming the Information Centers' only full-time employee when the TOV requested VII coordinate the Vail Host program. Mark's position on the VII team is to coordinate the TOV Host program. Mark had involvement with the TOV Host program while with the Vail Valley Partnership and gladly took on the additional job. By all accounts, the TOV Host rogram has been a great success ever since. Mark has been a Vail local for 20 years. After graduation from Rider University Mark began a successful career in the Reinsurance Business. Not long after his company relocated to Bermuda (Mark commuted from Vail to Bermuda for two years), he decided to make Vail his permanent home. Mark has successfully coordinated the TOV Host Program for the last 7 years and looks forward to VIPs expanded role in the future. Mark has also continued with customer service training completing "Supervision", "How to Deliver Exceptional Customer Service", and "Dealing with Difficult People" Seminars. Amy Cassidy, Marketing Manager, Ensuring that the Vail brand is consistently represented in angi etorri Vail Lurrean ezer ez bezala August 2, 2016 - Page 116 of 4z 3 Vail Info, Inc all aspects of guest interaction, Amy Cassidy of Take Aim Marketing, Inc. (TAM) assists in directing the branding, marketing and messaging for the VWC to include printed and digital collateral. Amy is responsible for the monthly reporting to the TOV. TAM offers full marketing, advertising and publishing services to a range of clients in the Rocky Mountain region. Their strengths in business include a tremendous dedication to client service, award-winning creative design and copywriting and an overriding commitment to quality, integrity and accountability. Amy is a 31 -year resident of the Vail Valley and founded TAM in 1996. She has over 26 years of experience in marketing and advertising in the tourism industry in the Vail Valley. As publisher of Visit Vail Valley The Official Visitors' Guide to the Vail Valleyfor the Vail Valley Partnership, TAM has a depth of experience in marketing the Vail Valley as a destination, as well as providing accurate information to guests while visiting. She fully understands the value behind the Vail brand. A former member of the Commission on Special Events, Amy is well versed in the Vail brand discussions and developments. In 2016 Amy was named the WP's Tourism Professional of the Year. Financials and Client Re%renoes: VII has kept an open book policy since it's inception. All of the information VII collects and reports on are available for inspection at the TOV, including Balance Statement (Exhibit A) and Profit & Loss Statement (Exhibit B) which are attached in the appendices. Client references of VII are also listed in the appendices (Exhibit C) Part 2: Guest Welcome Services Approach A: Philosophy -- The How To have 5 -Star customer service we need to be customer centric. We need to do what is asked of us by the guest. Guests are different. Different needs for different people. There is no "script" to provide customer service. It is by definition tailored to the individual. All research shows that the way we provide service is what matters most. "Anything for every guest." That is our formula. Vail Info, Inc has a very simple philosophy. Help every guest with what they need. Throughout the original operational takeover, snowstorms, and road closures the operations of the Vail Visitor Information Centers, now the VWC's, have continued uninterrupted at the highest standards under VII management. When attending the last conference of Colorado Information Center Professionals, it was very gratifying to VII to have already been doing EVERYTHING presented at the conference. In all cases VII was light years ahead of Other competitive entities in other localities in the services they provide. In section C below, VII will put forth suggestions for future service innovations. However, proven by research, the 5 -Star customer service that the Vail Town Council is soliciting rfp responses for is not about WHAT services we provide our guests. 5 -Star customer service is about HOW we provide service ZZA Vail NT -ft August 2, 2016 - Page 117 of 4z E for our guests. Vail Info, Inc The VII guest welcome services philosophy has allowed the staff at the VWC to meet the Vail Town Council goal. Our outlook has always been long term, for continued economic growth of the TOV. Over the last eleven years, working over 65,000 hours, and interacting with over 850,000 guests at the Welcome Centers (additional 329,453 guest interactions with TOV Hosts since tracking began in 2011), we have followed the text book customer service guidelines to ensure satisfaction from every guest. We treat everyone the way we would want to be treated ourselves. We all view Vail as our home and are proud to share it with our guests. This is what 5 -star customer service dictates. How we provide service is the key to success. VII currently has nine front line staff members. The primary jab of VII management is to recruit, train, supervise and retain these employees. The average residence in Vail for the VII team is over 24 years. The average time the current staff has been working at the Welcome Centers is 6.1 years. Over the 11 years, we have employed 48 total staff members. We have been able to find excellent employees. HEART - Helpful, empathetic, able, resourceful, and trustworthy are the traits of our staff and the traits needed to provide 5 -star customer service to our guests. Only in a few cases have we lost employees to other Vail area entities. Moving on to other areas, school, or full time jobs has been the reason for their departure. Of those who have left us, none has been more than a seasonal part time employee. The seasonality of our area requires fewer staff during the spring and fall, more in the Winter season and even more in the Summer. The VII team is responsible for the continued success of the operations of the VWC. To deliver successful and a consistently great customer service experience, knowledge has been proven the most effective tool our team can use. The VIE team knows the Vail product well. VII compiles the Vail -Calendar, and distributes weekly informational updates to all staff. The VII team is very passionate about both the mountain and the town. Prior to VII management, college interns were brought into the Information Centers as staff, but after witnessing the lack of knowledge and passion for the Town of Vail, or its businesses, VII made the decision that wisdom was more important than low cost. It is our contention that there is a specific skill set that needs to be met. "Is the applicant nice to others?" "Do they show a passion for our town and our mountain?" "Do they have HEART?" Attached (Exhibit D) you will find hundreds of examples of guests comments regarding how well the VII staff was appreciated by our guests. VII staff is well versed in the new technologies of language translation with both phone applications and computer programs. An example of the technologies use was directing a dancer to her Dost housing in Cantonese Chinese! The staff has all been hired because of their individual skills and knowledge. Guests can generally tell or sense when something is scripted or fake. Five-star service dictates that guests need to receive precise information in a Vitejte Vail 5tejn6 jako nic na sv6t6 August 2, 2016 - Page 118 of 4z 5 Vail Info, Inc timely manner that screams out, "I've been there, done that and I loved it. You will too!" VII currently coordinates the 60 Vail Hosts. Our Vail Hosts are knowledgable and passionate about the TOV too. On average they have lived in the Vail area over 20 years they have been part of the Vail Host program for almost four years. Over the course of 2015, the Vail Hosts had over 78,000 separate interactions with our guests. Forty-four of the Hosts have expressed interest in returning to the program and 35 have begun working the Summer weekends and Holidays. With the beginning of the Vail Mountain Epic Discovery program, we believe there will be a need to further expand the Host program to seven days a week as will be outlined below. B: what We av Upon hiring, staff receives an employee manual attached (Exhibit E). All aspects of VWC job requirements are covered within. New staff is given a five day, forty hour initial training, working along side management and senior staff until both new staff and management are comfortable with all of the systems of the VWC. Six monthly training sessions per year are held. The meetings are held to educate staff on customer service theory, review our customer service policy, pass on to learn new information, simply share stories of success, hear suggestions, and promote a positive working environment. Since 2005 the VII staff has won every award for customer service ever put forth by the Chambers and the Town of Vail. Monthly awards are given to staff internally for exceptional customer service. This past year an end of year Apres event was hosted at La Tour for all staff and Hosts for their great performance over the Winter season. The TOV Hosts receive their own employee manual that was developed by the TOV. The TOV Hosts are also given a walking tour and orientation to the job by Mark Christie. Hosts meet everyday, at the beginning of their shift, and receive all of the current informational updates. TOV Hosts are also updated by email on a regular basis. We require all staff and TOV Hosts to attend the first Fall meeting and make our other staff meetings available to the TOV Hosts. We recommend that compensation will remain the same moving forward with each TOV Host receiving a Ski Pass, Parking PassNoucher, VRD Golf Pass or TOV Restaurant Certificates for every 80 hours they commit to. Since taking over the coordination of the Vail Host program, Vail Hosts have also won customer service awards from every entity providing those awards. Host uniforms and name tags are branded in the same way as the staff. To measure the success of the Vail Welcome Center, and the Vail Host Program, VII follows the recommendation from the TOV to conduct net promoter score surveys. Previously Velkommen Vail Ligesom intet pa.jorden August 2, 2016 - Page 119 of 4z 5 Vail Info, Inc Included with other programs, Guest Services has been the highest ranked areas of all town departments. It will be ideal that they be further separated from other VR Mountain guest service departments that were included in the past. We believe we will have the highest scores in the TOV when completed. Our current survey is attached. (Exhibit F) For the purpose of further training, VII partners with the Secret Shopper program provided by the Vail Chamber and Business Association, administered by Jason Roberts of Intercept Insights. While used for training and not for company measurement, we are happy to report that our scores are consistently in the top tiers. The current services we provide are Customer Driven. The services are provided to meet the requests of our guests. The systems we use are Reservations, Town Business List Database upkeep, Vail -Calendar, Town Map Database, Off -Season Hours (Spring & Fall). The reports we provide are Executive Report, Lodging References, Visitor Count, our own Financial Reports and a monthly Narrative Report for both the Welcome Centers and Hosts. A business referral list and other lists of activity references, but due to the small amount of referrals relative to the number of guests we see, they have only been archived. This amounts to less than .5% of our daily work. This is the reason a suggestion to be a town wide activity booking agent was not activated already. Our guests don't want it. The following data is very helpful to illustrate just how much of aur job is done providing wayfaring information as compared to lodging referrals. We are very proud to have booked $1,593,065 in revenue to Vail's lodges and this was done in 7,076 different transactions. That is barely .83% of our guest interactions. Not event %! The amount of time spend helping guests with wayfaring information is over 90%. VII is an advocate of technology. Best practice customer service training states that technology should only be used to enhance the customer experience when it is not practical or impossible to have human interaction. VII has sent out 38,000 tweets! VII follows and retweets 188 TOV Businesses and Vendors that use Twitter. We have over 2500 followers. We maintain a facebook page. The reservations system we helped design. The technological enhancements are great tools we can often times use but are only tools. Fallowing in Section C, we have suggestions for new and improved technology for the Welcome Centers. To increase guest satisfaction and loyalty our staff must be thoroughly knowledgable about our product. The delivery must be done with HEART. Referrals and bookings can only happen quickly and efficiently if the team already knows guests options and, for the most part, has experienced them. In viewing for the long term when dealing with customers who are quite often just stopping for directions, we try and make our town so welcoming and hospitable that we are sure to be the destination the next time! Every interaction always has the goal of supporting Vail businesses, but sometimes that means future business. It is important to understand that the customers of Vail are always thought of as a distinct demographic. Our qualitative staff surveys show the guests of the VWC are a cross section of America. The highway is our door. As detailed below, the quantitative guest surveys will be Welkom Vail Alsof er niets op aarde August 2, 2016 - Page 120 of 4z 7 Vail Info, Inc able to show that we are serving a much broader, diverse population than other areas of the TOV and our services must meet this demand. One of the popular services available at the VWC's is our phone charger. We can (and do) charge virtually any type of phone. Below, we suggest that this type of technology be installed next door at the TRC. A version of this was on display at the Go -Pro Games. This is the type of program we continually try and provide as an example of using technology to give 5 -Star customer service. The same would be true of the portable car battery chargers we lend out. Often unexpected, this service is always very much appreciated by those in need. Other current services we provide are: Answering TOV internet information requests. Printing boarding passes. Providing after hours services during 170 road closures. Help the parking structure staff with guest ticket disputes, jump starts and the "get out of jail free" parking program. AIPP Art Walk Meeting Place. Facilitate the purchase of event tickets. Lend wheel chairs and childens strollers. Sell bottled water and hand warmers. Email the lodging properties with copies of our monthly calendar posters. High speed internet, purportedly the fastest uploads in town. Attached in appendices (Exhibit G), you will find hund►vds of examples of the sometimes random requests that guests have. They are recorded in daily logs and reported to TOV monthly. If you browse through them, it is evident that we are here to help the guest, with what ever they need. This is 5 -Star customer service, meeting the unpredictable needs of all of our guests. C: What's Next "Learn like an Intern." In an effort to bring new ideas to the continual education of our staff, we are introducing a new training program. In association with Vail Resorts, The Betty Ford Alpine Gardens, The Walking Mountain Science School, and The Vail Amphitheater (& others who wish to participate) we have arranged to have our employees "shadow" different departments of partner organizations to get a first hand look at how these groups do things. There has been a tremendous amount of "classroom" learning over the last three years mostly led by customer service expert Michael Norton, and we believe this new program will begin to cover "the facts" which are sometimes left out when discussions are about theory. It will also be a new and "fun" way to learn from our partners, who have been doing more static Tervetuloa Vail Kauhea August 2, 2016 - Page 121 of 4z A presentations to our staff. Vail Info, Inc Facilitating the guest purchase of daily and multiple day Winter Epic Day tickets. Working in conjunction with Bobby Murphy, VP Customer Service Vail Resorts we have concluded that it would be a good customer services improvement if we could expand upon the practice of facilitating guests ability to self -purchase Epic Day lift tickets. VR would supply blank media which the VWC staff would provide to guests looking for lift tickets (all except pictured passes). Staff would then give instruction and provide touchpad if needed to "load" the cards. This new Epic Discovery programs have turned Vail Mountain into a Summer attraction for our guests. In 2015 at the request of Vail Resorts the TOV considered providing Vail Hosts on a daily basis during the Summer. We are now proposing trying to add up to 20 more hosts to our current 60 to create in town coverage daily from Mid -June through Labor Day. This would require an additional commitment from the Town of Vail equalling not more than $22,000.00, which is the same compensation rates as the current 60 hosts. The Town Hosts had direct guest interactions with over 78,000 people in 2015. Research shows that the street sweeper is 5 to 7 times more likely to have guest contact than the very staff at the VWCs who are there specifically for that purpose. Having more days with Vail Hosts on the streets will have the biggest impact compared to any other guest service initiative that is created. Direct customer surveys. All research regarding customer service shows that the only ones who can tell you what they want or need are the customers. We have spent a lot of time creating focus groups to determine the needs of our customers. We survey every staff member and Vail Host daily. We are now going to survey our guests directly. Something we are prepared to offer today is Welcome Reception as suggested by the VLMDAC. We have prepared a "script" and are ready to perform this task. However, we would advise using the survey process to see if this is something that our guests would be interested in before any monies are spent marketing. In the past, thousands of dollars have been spent on a programs that didn't work (IE touch screen, call in concierge) and we don't want to repeat this. The only way we can confirm that new ideas won't be a waste of money is through customer research. Staff and TOV Host survey automation. We have spent time and effort to collect staff and host feedback and report back to the TOV on a monthly basis. We are in the process of automating the huge volume of information we collect so we will be able to continue to provide the TOV with the accurate, quantitative, guest feedback collection as detailed above along with the staff and TOV Host perceptions, qualitative, which we already collect, to give a more complete informational picture. We have gotten the suggestion that we should provide sundries. As we have never wanted to Bienvenue Vail Comme rien sur terre August 2, 2016 - Page 122 of 4z 9 Vail Info, Inc compete with the very businesses that we are paid to represent, we have been very deliberate in what, if anything, that we sell. TGV business contacted to vet this idea suggest that there may be pushback from other businesses not chosen to participate. Our suggestion for future additions would be to see if customer surveys warrant the additional services, and if they do, then we partner with a Vail vendor and work jointly to not have an impact upon a business in close proximity. We would provide the manpower and they would provide the inventory. We would ideally receive a small percentage with the balance of the profit going to back to the store. There are technology improvements we suggest the TOV IT department make to improve the services of the VWC's. We suggest updates to the TOV website to show the services we provide. The newest, most preferable, way of contact and interaction for our younger guests is through the use of instant messaging. New technology can make this possible so a guest could instant message the VWC and staff could reply in kind. This can be done using the office phones and computers. The listings are added to current contact information in the same way email, phone number, facebook and twitter accounts are displayed today. We recommend the inclusion of VBRO and Airbnb for Vail Business License Holders to the town's last minute reservation system. It would create more value for the purchaser of the licenses from the TOV. As the use of personal technology increases there is less of a need for the reservation system. However when a guest needs it, they need it. There is very little cost, so we recommend including all available lodging options for the best customer service. The TOV has been actively seeking to try and use the VWC for other events. It is our opinion that they were purpose built and that these events should only be held in a way that doesn't interfere with Guest Services. A good example of a use that works very well with the facility is the Young Champions program. The instructors and participants meet at the beginning and end of the days and this has worked out very well. Other childrens programs, like the school ski programs and SOS would work out well as do small construction meetings. CSE could make more use of the VWC as a suggested area for event checkin. To reach a level of 5 -Star customer service, to surprise and delight guests, requires commitment. The VWC are at a ski resort. We recommend that guests be allowed to bring their skis inside. We recommend that it should be a priority to open the restrooms early and keep them open late. The outside of the VWC was designed to have 'Vail" character, be "homey" and look "Mountain" authentic, but we furnished the insides to be durable. To get to the next level we recommend that the TOV provide overstuffed comfortable seating, similar to the Eagle County Airport. What is there is the expectation. For 5 -star customer service we recommend trying to exceed the expectation. To do this will require more expensive maintenance for ongoing furniture replacement. Also, in regards to improved customer service for our guests we recommend that plexiglass wind blocks be installed on Wilikommen Vail We nichts auf der Erde August 2, 2016 - Page 123 of 4z 10 Vail Info, Inc the North side of the VWC similar to outlying bus stops or the West side of the Vail Transportation Center (VTC). It would be a service to arriving and departing guests to have a vestibule blocking the weather while they wait. We recommend the return of the Town wide guest services reward program. Other small changes we recommend to improve customer service include the addition of signage for the Greyhound at the VTC. A change in the location and signage of the Greyhound stop would be suggested. The VWC bathrooms just can't handle a bus and it is not great service to have to direct guests a second time. We have recently recommended a public address system be installed to let riders receive departure warnings for Greyhound, Eco, and outlying TOV routes. As mentioned above the VWC have a system for charging all types of cell phones, and we recommend that a vending machine style cell phone charger be installed at the VTC. We are one of the healthiest places and populations on earth, we should not allow smoking on the VTC. Our suggestion for to improve customer service to the non smoking majority would be to have a designated area. Guests shouldn't have to walk through a cloud to get to a bus if we are trying to encourage public transportation. At the very least we should enforce the statues we have. Signage might help with this too. To promote recycling VII suggests a mixed use dumpster replace one of the two located at the VWC to match what happens at the LHWC. It is our perception that the TOV's cleaning contractors use one dumpster in the Vail Village only. For the purpose of improving informational flow which is important for providing guest services, VII suggest that TOV business license integration improve. The TOV is the first point of contact with the merchants of Vail and therefore the best place for database capture and sharing for accuracy. The database kept at the VWC is second hand. We are still updating based upon "snail" mail reports. The New VLMDAC app will need accurate database entries or will not serve the town well. Vllsuggest the TOV take what ever steps would be necessary to allow the sharing of all business information that is already collected by the town. Moving the LHWC touch screen. Ideally to get the best use of the LHWC touchscreen we suggest it be moved to an area out side the LWC so it can be utilized when the LHWC is not operational. To follow the best practice customer service guidelines, this uses technology to provide service when it is not possible to have a human interaction. it would also open up wall space to have a Town Map and Hiking Trails Map which we don't have room for currently. Customer service experts state that customers will only be treated as well as the management treats its employees. We recommend that the staging for the TOV Hosts be KaXw66pta# ct Vail Onws Kai -GLOM JL6(V W o-cq yri August 2, 2016 - Page 124 of 4z Vail Info, Inc improved. A little more space (68sq. ft.) would help with this tremendously. TOV Hosts would not have to literally walk through piles of junk to get to their supplies and would not have to dig through the uniforms to find a correct size. VII would like to use the entire 136 square feet in the adjacent VTC. We would like to include this space in future contracts. Also, locker doors could be installed to the Host cabbies as we have had a small theft problem and it would show we are making an effort to care, Vail Info, Inc. has been very proud to represent the Town of Vail to guests 365 days a year, for the last eleven years. We are proud of our performance and accomplishments. All of the customer service training that we have attended and researched tells us that howwe represent ourselves to our guests is 90% of what matters most to our guests. It is that continued good impression that customer service research states should be the major focus of any business that is interested in providing 5 -Star customer service. This doesn't mean the remaining 10% of the formula, or services that we provide, don't matter at all. We will continue to search for best practice services in a way that will not cause the TOV to spend any more than it needs to, and with proper guest research be future focused to maximize the public funds that are spent. To be future focused and follow the best customer service practices we will expand upon our qualitative surveys, or the impressions we get from our staff, by adding quantitative surveys of our guests to be able to distinguish between what is thought to be needed, and what is actually needed by our guests. Thank you for the opportunity to serve the guests of Vail for the last eleven years, Part 3: Appendices Exhibit A: Balance Sheet Exhibit B: Profit & Loss Exhibit C: Client References Exhibit D: Guest Comments Exhibit E: Employee Manual Exhibit F: Welcome Center Guest Survey Exhibit G: Random What We Do Logs Nan VAIL nin-rN "5v -)a-r oiv/ ins August 2, 2016 - Page 125 of 4z ExhbiA 5:50 PM 06/18/16 Vail Info Inc. Balance Sheet Standard As of December 31, 2015 ASSETS Current Assets Checking/Savings dba VBD Checking Vail Info Inc. Checking A... Total Checking/Savings Accounts Receivable A/R Cash Basis Adjustm... Accounts Receivable Total Accounts Receivable Other Current Assets Inventory Total Other Current Assets Total Current Assets Fixed Assets 2015 Ram Truck Cost Accumulated Depreciation Total 2015 Ram Truck Total Fixed Assets TOTAL ASSETS LIABILITIES & EQUITY Liabilities Long Term Liabilities Chrysler Capital Total Long Term Liabilities Total Liabilities Equity Owner Draw Home Account Eaglebend Total Home Account Vehicle Owner Draw - Other Dec 31, '15 34,717.30 10,194.67 44,911.97 -100,519.54 -400.00 -100,919.54 273.00 273.00 -55,734.57 43,802.33 -11,460.00 32,342.33 32,342.33 -23,392.24 30,000.00 30,000.00 30,000.00 31,123.63 31,123.63 9,365.03 -4,294.91 Vallnfojnc Page 1 WI ome Va I Li ke N ofh ng Qn Eat August 2, 2016 - Page 126 of 4z ExhbiA 5:50 PM 06/18/16 .. 470A Vail Info Inc. Balance Sheet Standard As of December 31, 2015 Dec 31, '15 Vallnfojnc Total Owner Draw 36,193.75 Retained Earnings -151,600.29 Net Income 62,014.30 Total Equity -53,392.24 TOTAL LIABILITIES & EQUI... -23,392.24 Page 2 Va I Li ke N of h n g Qn Eat h August 2, 2016 - Page 127 of 4z Exhibit B 5:49 PM 06/18/16 Vail Info, Inc Vail Info Inc. Profit and Loss Standard January through December 2015 Ordinary Income/Expense Income Interest Income Sales (& Tax) Cash basis adjustment TOV Management Contract TOV Strd Trav Agmt Reimbursal VBD Services Total Income Expense Accounting/Tax Preparation Accounting/Tax Preparation Payroll Accounting Total Accounting/Tax Preparation Legal/Professional Fees Consulting Legal Total Legal/Professional Fees Office Parking Business Travel Depreciation Expense Printing and Copying Rent Expenses Postage and Delivery Business Meals & Entertainment Entertainment - Business Meals - Business Total Business Meals & Entertain... Car & Truck Expense Gasoline & Oil Parking Repair & Parts Vehicle Registration Insurance Insurance - Chevy Total Insurance Total Car & Truck Expense Cost of Goods Sold Jan - Dec'15 0.00 822.48 11,402.07 297,056.96 18.75 94,158.10 403,458.36 430.96 2,791.18 3,222.14 634.00 1,105.51 1,739.51 13,200.00 277.89 11,460.00 3,721.20 4,500.00 491.57 1,410.41 3,971.63 5,382.04 4,656.89 98.45 7,227.49 177.30 901.52 901.52 13,061.65 125.57 Page 1 Welcome Vail Like Nothing On Earth ugust 2, 2016 - Page 128 of 4z Exhibit B Vail Info, Inc 5:49 PM Vail Info Inc. 06/18/16 Profit and Loss Standard January through December 2015 Jan - Dec'15 Miscellaneous -1,510.77 Dues and Subscriptions 1,269.00 Payroll Expenses Payroll Taxes 19,336.87 Retirement Plan Contributions 9,889.50 Salaries/Wages 214,006.26 Total Payroll Expenses 243,232.63 Independent Contractors 260.00 Supplies 3,710.38 Telephone 3,808.40 Office Expense Internet 2,217.18 Water 141.19 Total Office Expense 2,358.37 Utilities Electricity 2,073.72 Gas 2,528.80 Trash 1,928.49 Water & Sewer 1,079.51 Total Utilities 7,610.52 Insurance Liability Insurance 367.00 Work Comp 702.89 Total Insurance 1,069.89 Taxes and Licenses Sales Tax 0.00 Taxes and Licenses - Other 1,316.00 Total Taxes and Licenses 1,316.00 Repair & Maintenance Racks 1,916.28 Repair & Maintenance - Other 248.41 Total Repair & Maintenance 2,164.69 Training/Education 18,973.38 Total Expense 341,444.06 Net Ordinary Income 62,014.30 Page 2 Welcome Vail Like Nothing On Earth ugust 2, 2016 - Page 129 of 4z Exhibit B Vail Info, Inc 5:49 PM Vail Info Inc. 06/18/16 Profit and Loss Standard Net Income Welcome January through December 2015 Jan - Dec'15 62,014.30 Page 3 Vail Like Nothin(i On Earth ugust 2, 2016 - Page 130 of 4z Dear Members of the Vail Town Council - am writing you in support of the current operator of the Vail Information Centers (Bobby Banks & Vail Info). I recently traveled extensively throughout Europe and visited many (25-30) information centers, not only for assistance but also to see what they do differently than we currently offer here. My conclusion is that no amount of technology ever surpassed the very basic interaction between the staff and the guest. We saw computer touchscreen panels, multi functioning kiosks, super high-end facilities (ours are beautiful), huge displays of literature, etc.. but nothing made us more confident leaving the office than amazing staff service that answered all of our questions. It's my opinion that Bobby and his team fulfil this for the Town of Vail. I'd like to see Bobby and his team strengthen their communications concerning our international guests — they should develop (and distribute to every business) 3"x5" cards that have the top 10 questions they receive in 7-10 different languages (each card has only 1 language) with a small map on the back side for easy directions. With the improvements made by the "way finding" committee and the Town we need to turn our focus on ensuring guest satisfaction for English speakers and foreign visitors. Lastly, I would like to see an improved electronic device charging station installed in the centers — a small cubby with a lock so the guest can leave their phone and go grab a coffee. The center should also sell small phone chargers (with the Vail name drop) for the guest to take with them. hope this assists in making the decision for our future operator of the Vail Information center. Sincerely, Bob Boselli - Owner O'Bos Enterprises, LLC Vail Style Vail T-shirt Company Generation Vail Covered Bridge Store 970-926-9300 x2 970-977-0158 cell August 2, 2016 - Page 131 of 4z Sitzmark Lodge To the Vail Town Council: June 25, 2016 I would like to express my support for the extension of Vail Info Inc.'s contract with the Town of Vail in managing the Vail Welcome Centers. As a member of the lodging community, I feel the Welcome Centers are a vital service we provide our guests not only for providing information about the town but also pulling in business from travelers whose plans may not have included a visit into town. Vail Info has always been responsive to our needs doing an excellent job developing and maintaining the services provided by the Centers. Their staff is very enthusiastic, well-informed and is always current on activities and services available in town. Please keep this positive service consistent and in place by renewing Vail Info Inc.'s contract. Sincerely, Jeanne Fritch GM, Sitzmark Lodge I 183 Gore Creek Dr. • Vail, CO 81657 • (970) 476-5001 • www.sitzmarklodge.com August 2, 2016 - Page 132 of 4z Vail Town Council In the last 11 years Bobby Bank has served our community by handling the operations of the Vail Welcome Centers. I am writing as a Vail business owner to express my opinion on what an excellent job he and his team at Vail Info Inc. have done. The Vail Welcome Center has done a fantastic job of educating guests to all Vail has to offer. I, like many of my competitors, feel The Welcome Center staff has always been fair when making recommendations and "sharing the wealth" among local businesses. In today's digital age, more and more Vail visitors are looking to social media outlets for their information and recommendations. I've been pleased with the business -to -business social interactions The Welcome Center has provided. In my opinion Bobby has done an excellent job showing fairness to local merchants and providing a great service to our guests. As the owner of a restaurant that is located in West Vail, we do not have the same "visibility" that benefits many businesses in Vail Village. I've been very happy with The Vail Welcome Center's ability to recognize a large business community and help my potential guests find me. Thank you for your consideration. William "Barry" Davis August 2, 2016 - Page 133 of 4z Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? (4W I CIp+ 64-0 Vad Owed 12-.3012M Av1d nnX� condi Ws nod M V M I lg 61 u n+i 12M - Chuck wig tRAIA k--'Cue1' gMO%j -Coves 1 IIS} 1 11 Name Email Date tj C,/ Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Merle l=rc,.K �i��r/►c��h N�j nav'L �sr ScI�iCC to (aaur _ Star tOC<1n �race bz?,r(lS V/ sf�ly Name Email Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? i f Yr -"Y r 0'1 c er Name Email Date Welcome to Vail! M� With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? 608 of re -o-p of- d Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? A C — ZoG Name Email Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. 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IfR With pleasure we share our town, our mountain, our home with you our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? tt CL _ } e9 C f S t!"e' - "G ( 'qL4�{ - 1-0 -IMG r Name Email Date Welcome to Vail! 4-�, With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? -r•-o P--. /7L. Name Email Date I Welcome to Vail! 0 With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Katie, I ' 110" Name Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? NamI6 Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. f �c How may we better serve you? Wl Qk u r1 /u l� rnN S hoc t 1�9r `mac b�, wh;)t cern 4�) MIAI,h -Aof 64/tik A'ret 1'0 -tabd ! ea nikd kr'ulnn, ScaKla Grna�f • cam 1.Aj)Y Name Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you --- our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name Email Ddte Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Email Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? �� a � I�f C� !n� .�� , cam► �� '�/ � Name Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name Emait Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. r ?How may we better, serve you? 0 0 Name Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? a04= 1y� ®ej�eriys. mG�tu uij tai^" ame `/ Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? d� '��+2 i��br',N�&�� CQ►�`�Pt, _W� �„P� i�5� wra;:�i�y� �'°,� eke 5 ass rb i Name Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? e fft I'lw' < v hNlffcil ame Email 117`16 Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Co � Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? -1,M4S IUBruvl :TCxA.&' -AVO -2,OCA.ol -Co m 1-17-I6 Name Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve yo; ? r Name Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? j- WCkS �eC'Y kQ, IQQ(� W S o �j-* 6 \j �, 1.u-Epe * to v'-� S ' nl,G1. d z -e o ";U (C5 row.MY 2,v=r - I Name Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Welcome to 'Vail! With pleasure we share our town, our mountain, our home with you our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? v Rte.: �i.�.t.� �a � .Q.. .a ��I' •x �" r�Y� . _ .�� Name Email Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name J Email ~ II Date Welcome to Vail With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may web tier serve you? 90� AIV &'e- e 5 W" C. I < livt" 5� Name Email r Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? i l - z 1 MMIA MIF I , Welcome to Vail With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? L/ Ae Welcome to Vail! With pleasure we share our town, our mountain, our home with you - our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? 4A -e— v �) a'IV.() cam- 14- VO Z-It7 r,r. cIrv, 311 4 Name Email Date Welcome` to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? 1-^WNe,TTf. F 1 / SNE fi/1DC. ro 0 Name Email Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? 56 0- ame Email k Welcome to Vaill, With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? i ' ��iF dry. Cdr Name Email Date t2 2 3 26t Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? 001 PS'4' 0' s F Name 1 Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? '/6 Name Email ��C.) Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name Email j'ICJ Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name Email Date P�-, Welcome to Vail! L�z It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? i /) -Q—v e!- -1 a 4 Namef Email �Lti 3 P �,�- Date++ I �'C__,, Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? ...■ r.. w e rr ' r. • Name Email f Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? , Name Email J I/ Date & Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. Hqw may we better serve you? as 3I,5v11k Email Date Irk Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? 40"41,41 CA( 1�IC--, Irl /Lar/ Name Email �r\L,j Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? 6047 Name Email 5 -,IZr- Date .`11QWelcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? 11-S 61k.n Name Email �9 r Date MC--- Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you --- our guest. We look forward to your suggestions and appreciate your feedback. Name Email mc., Welcome to Vail! is with pleasure we share our town, our mountain, our home with you --- our guest, We look forward to your suggestions and appreciate your feedback. How may we better serve you? � i - Name Email hate �� Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? (� J Name Email Date 'MC--) Welcome to Vail! ' It is withp leasure we share our town our mountain our home with you our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? f V-) Vt u •�1 G� �.n�,� ��'--�--�_C � 1, _ f Name Email ),LOVV\ .0 14-� 40 Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name Email (:-,; Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. Name Email Date 0'� Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name Email Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name '' mail Ot � .211 Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? : , 'A'1 Name Email / Date SCJ Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? yr M c ,r - l-3 Gc 5 5 3 Name Email 'Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name Email Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? 0-rL LA -(as (AivL, (-. 2 vv( u Name j �v Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name Email Date OL---" Welcome to Vail! C 3/ With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name Email q ( ()V� Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Nam'&y Email Date .�� Welcome to Vail! With pleasure we share our town, our mountain, our home with you our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? 'lllAr k ivoA, U G C'-` � f '�'-1 t V �rr�nd � �• N►�fr� � � � �kct n r� enc �J2r ,�'� c � j. ccr+� � SI + 1 f (; Name' Ema I Date �U Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name Email Date � C__./ Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? M Email PC ► V'-- - off Date �C, Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? 6' S► IT -V A1,-- 11 l WJ A `� r�Z \ i % 1 t Name v ame Email t i Gf � c U•�� Date 'l1-7 If C Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Email 0 Date �--- Welcome to Vail! With pleasure we share our town, our mountain, our home with you our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name Email Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? ,jj(J Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. `1Ve look forward to your suggestions and appreciate your feedback. How may we,better serve you? C/ Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you --- our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve �ou? �/v i��, '��O V6, �--- //�// I Name Email 'Date �1C--,' Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name I Email Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? nf�(A OA Name Email } ��, r j Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? n I cam_ I i I �- 1,2-:1 �' \T'nx" Dx\U-A L S Lett • G k rr-AG cmc . F'� Name Email Date M (-- Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback. TT---- -- -- ---- I --J1--- - ---- -----0 1, Name Email Date �G Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? N—. Name Email Date } Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? J rJ V {, fro ►r31+ Cb�� --/V 7 �-- _ r __ leG rc.A 6,,c -ori -F. �.� �cL �� r►Q r,r A14 t Name Email16LI Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better.,,gerve you? Names' Email Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? \L Name 6 Email J u I2 I lei tte Welcome to Vail. It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? N OC/, Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. HoN n y we better,-�erve you? Narne ' {' Email ' Date Welcome to Vail. It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? I Naive Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? P x P o o--, iwas SLi Name Email Date lr Welcome to Vail! f It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? r). $�ami 0 Email Date f�c-� Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? rj 10 Email Id, ❑ate Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? 1Ttir�. -14 C V C [_A G A- V S �.� c� �4 r . rl r� �,ati �� L e t � n \ [ r• �u z c',ti,�]�+ CG k+ti� ar kct� L t_ . `i � �C �_ ti,L. S _ L� \,) � L `_ k6n .c 1� ._. _r L.ti i 1- Name Email Date �S Q) - C- . Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Email D Welcome to Vail! M(!./ With pleasure we share our town, our mountain, our /C?E home with you our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name , 1 " `email Welcome to Vail! With pleasure we share our town, our mountain, our home with you our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name Email Date Welcome to Vail With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback.. How may we better serve you? L -.QM P)��qhjfs-- Name l E Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Name Email Date Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. How may we better serve you? Email f�� Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? e,f4 C — 1,5 an wk -An Sl)L 1 S V&rV h6l Of -VI Gtt (Ah .. , `i ■ rls � r �� ■ �► ■ i � r r■ Name Ei-ndil L/ C/ te Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Email Date rl C --l' Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name Email y))c-.,, Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? ame Email ' Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. . How may we better serve you? Name 1 Email Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name Email Date c RCLx\'h0 Lt Pw2 3 Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name Email 0 Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we betterserve you? r-- r Name Email fl -I � Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We took forward to your suggestions and appreciate your feedback. How may we better serve you? Name ' . Email ID �- Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? M AF -k Name CaP Email C� y" " S ►E n `Mme^ ' Date 68�o4-I 13 Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback.; How may we better serve you? Name 4l7fffIV . PQ it�1�1 � ��I;0b-Z Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name Email ❑ate it Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name OC-/ Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? �U-�)V6' I vv Nam Email Date'[Z'- Ig Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? A. 1 A-3 -7 -7 [ 1 Name Email Date -b Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? L /A / r -3 Name Email Date �U Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? ame Email ' Date C� Welcome to Vail! fnC-) It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. /7 How may we bgAer serve you),/,, Name Email i Date �C- Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback, How may we better serve you? PL Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name Email Date Oc-'/ Welcome to Vail It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? E1WAZ ullff—� Name Email klJ Da � 71z MC� Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name Email Date AkWelcome to Vail _I-rris with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? r[.&9z4fx' Name '---j Email Date N(P Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? C, /'jA'7 kxk Name Email Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? f 11%'4 "kk S %ice �Jc�y�Gr•fe-� 6 a -? r�4 /4e Namd Email V Date Welcome to Vail! ISwith pleasure we share our town, our mountain, ourir home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. `1Ve look forward to your suggestions and appreciate your feedback. How may we better serve you? Welcome to Vail! Pitis withp leasure we share our town our mountain our home with you our guest. We look Forward to your suggestions and appreciate your feedback. How may we better serve you? I Name Email Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you - our guest. We look forward to your suggestions and appreciate your feedback. +� lr-PS C How may we better serve you? Name -e;r►Y\NV 1AC'o1V1C- Email Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback. �.j How may we better serve you? )J19L P7LU1. i-�" MS' �' �r iIVAFA 0i MIN � Name Email Date �,� Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? M Name Email Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? 0� 10� ly Name Ernail Date Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? lP er- S y tP-14-E�(>r=UL 'FD M a, Z) G/r S /m M 115- 1 M 61Y f e-:; ca) VC, knL-, co VI'l Name Email ],fDate I ,) �(,/ Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? Name Email V k l 161 / LI Date �1 � Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your Name suggestions and appreciate your feedback. How may we better serve you? Email air Date MC,, Welcome to Vail! It is with pleasure we share our town, our mountain, our home with you — our guest. We look forward to your suggestions and appreciate your feedback. How may we better serve you? ws tMudeAL so saftOMPOWN ism AOOWNN@ft fto ft - Name Email Date 0 C.,/ Welcome to Vail! 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How may we better serve you? Name Email Date ame Welcome to Vail! With pleasure we share our town, our mountain, our home with you — our guest. We look forward to suggestions and appreciate your feedback. / How may we better serve you? Gln �F� / '7` %T' ko 0", I 1 °cam"Icn-'Zl A0 Email Date Exhbit E Vail Info, Inc. Vail Welcome Center Policies And Procedures Vallnfo, This manual explains policies and procedures of the Vail Welcome Centers (VWC) which are operated by Vail Info, Inc. It will help you understand how to function effectively as an Employee of Vail Info, Inc. at the VWC. This manual is also designed to assist in answering questions, which may arise regarding the operations at the VWC. Mission Statement: To provide five-star customer service, using the Vail brand messaging to support all Town of Vail entities following the objective and goals of the Vail Town Council. These stated goals are delivering five-star customer service, increasing guest satisfaction & guest value, and enhancing the Vail brand through messaging and programing. Purpose: The Staff at the VWC are committed to the enhancement of customer service* at the VWC. Employees are good will ambassadors of the Town of Vail (TOV), and will provide the highest level, courteous assistance to all visitors to the VWC while following the Town of Vail's VWC Operational Standards. In practice this means we will help our guests with WHATEVER needs they may have (or we will determine they have) in way that, if at all possible, benefits Town of Vail businesses directly and/or in the future. `Customer service is defined as a series of activities designed to enhance the level of customer satisfaction — that is, the feeling that a product or service has met the customer expectation." The perceived success of such interactions is dependent upon employee's "who can adjust themselves to the personality of the guest." Responsibilities: As an Employee, you have agreed to accept certain responsibilities. The effective management of those responsibilities makes the Employee a respected part of the TOV community. In accord with the purpose of the program, the following guidelines provide an overview of responsibilities of the VWC and of the Employees. The VWC will: provide a description of the objectives and duties; ensure that there is staff available to answer questions and assist with problem solving; offer quality training and perform periodic reviews; and, keep Employees informed about TOV events and VWC procedures. The Wl oxm Va I Li le N oth n On ID - August 2, 2016 - Page 298 of 4z Ex h b i , Vallnfo, Employee will: courteously provide directions and information, and offer assistance and suggestions; accurately respond to inquiries; maintain required logs of statistics and complaints. 1. VWC Hours The TOV determines hour of operation. Winter season hours (as determined by Vail Resorts Opening and Closing Days) will be 8:30-5:30 at both locations. Summer season hours (June — August) will be 9-8. Off -Season hours will be 9-5 at both Welcome Center Location. 2. Transportation/Parking Employees shall be responsible for providing their own transportation to and from the VWC. Public transportation is suggested whenever possible. Employee parking passes will be kept in the top cash drawer and are to be only used during Employee shifts, returned immediately afterwards, and never loaned out. 3. Dress Code Employees shall always present a clean, neat appearance, as they create the first impression of the TOV. Your apparel should include: Clean cloths Comfortable shoes (a must!) Name tag (supplied by VWC) No visible facial piercing And VWC Polo shirt, Fleece, or alternate 3rd Button Down Shirt 4. Training Employee must attend an eight-hour orientation shift with Bobby and then will be assigned 4 more full shifts working along side Mark or another senior Employee as assigned. These will be fully paid shifts. This will enable Employee to become familiar with the VWC, the adjacent facilities, and functional areas of responsibility of the VWC management staff, the various vendors and the computer reservation system.* Employees will also periodically be invited to attend meetings to help you better understand how to use information tools and new technology to perform your duties. The training may be provided by the booth management or TOV or VR staff and mandatory meetings will be held 5 times a year. 5. Schedules It is very important that the Employee be punctual and conscientious in meeting their W1 oxw Va I Li le Not h n q On E August 2, 2016 - Page 299 of 4z Exhbit E Val Info, shift obligations, and notifies the booth management of schedule change requests. The schedules are permanent through the Winter or Summer but may change from time to time based upon Employee requests. Schedules will be emailed to all employees up to 1 month prior. Please notify management immediately if there is a problem with a new schedule. It is your responsibility to cover your shift. Please email copy both the information booth and the booth management on all emails confirming shift trades or coverage changes. Information booth email addresses are: vail(o)-vailinfo.org and lionshead(�vailinfo.org. Bobby's email address is bbankcj�.vailinfo.org 6. Starting Out Please email sign in and out as you work each day. The emails must come from the booth and sent to Bobby at bbank(cr vailinfo.org. This is your time card. Subject line should include your initials, in (or out), and location. Subject line upon leaving should include number of hours worked too. Read the ledger/check computer for virtual post -it notes to learn what other employees have been involved with during your absence. Emails are filed daily under subjects and therefor easy to find for future shifts and coworkers. 7. Bulletin VWC Opening and Closing Duties/Procedures are posted on the bulletin board. All VWC information can also be found on the computers. These are very specific and are the REQUIRED daily duties of the VWC. Information of importance will be periodically posted on the bulletin board. Employees should make it a habit to glance at the bulletin board daily and read any new material posted there. Any Employee wishing to post material on the board should have it approved by management. All emails are also sorted and stored by catgory for fast and easy reference. Refer to these daily as well as check the staff messages virtual folder for new information daily. 8. Preparation Do your homework! The more an Employee studies our materials, asks questions, and attends various continuing training sessions the more they will know about the TOV and the VWC vendors services, then the more helpful and comfortable the Employee will be. *please refer to Vailinfo.org Documentation Manual While on duty, it is important to record new information learned. There is a folder in the email program at each VWC for this purpose. This information will be shared with other Employees. ANYTHING out of the ordinary should be reported by email and can be included with email sign outs. 9. Customer Service Duties Wl 0am Va I Like N of h ng a Ea August 2, 2016 - Page 300 of 4z Exh b i , - Va I I of o_ Greet everyone with a smile, but avoid touching people when assisting them or giving directions. Provide directions and offer assistance with patience. It is a known fact that traveling and passing through new areas can elevate a person's tension level, even for the most seasoned visitor. Very rarely, some visitors may be less than cordial. Keep cool, and be patient. Get help when needed. It is ok not to know something. It is not ok to not make the effort to find the answer. This is something you can include the guest in. It is a shared experience that the guest will appreciate AND one which you will likely not forget the answer the next time it's asked too! VWC VISITOR ASSISTANCE PROCEDURES: 1. Inquiries Respond to all inquires (in person, phone, email) and take the time to be SPECIFIC, especially if someone seems confused. Repeat yourself if necessary. Use any/all of the tools (computer, touchscreen, apps, magazines, brochures etc...) that are at your disposal. Handing collateral directly to our guests aids considerably. Don't be stuck behind the counter. Venture out, and show our guest How, What, Where & Why. Provide information on lodging, shopping, activities, dining, transportation, area attractions, and points of interest. Engage our guests, find out about them. Where are they from? How did they find us? Try and capture their contact information. There is a ipad located at both of the Welcome Centers for the purpose of providing contact information to the Vail Local Marketing Advisory Council AND to collect survey information for the TOV department of Economic Development. AGAIN - If you don't know the answer to a question, DON'T GUESS! Ask. Make a call, Google, whatever you have to. Do not hesitate to acknowledge you do not know. Bad/wrong information is worse than no information at all. You always can get informational help by calling your coworkers at the other location, calling Bobby (970)476-6171, calling Mark (970)390-2300. 2. Recommendations You have been hired for your personal attitudes and knowledge. Your insights and taste preferences will not all be the same. Please answer all requests as honestly and use your sense of fairness when doing so. Guests love it when you give them your secrets. Best restaurants, favorite ski runs, etc... An app can't do this. It is why we are still here. Use questions to find out what they are really asking. Don't give multiple answers. Too much information is worse customer service than no answer and almost as bad as wrong information! Remember the "pizza" example from training. Remember who we work for. It's not that we don't like down valley entities, but we work for the TOV. We are paid to be here to VA I ome Va I Li le N of h n q 0-) R August 2, 2016 - Page 301 of 4z Exhbit E Val Info, promote Vail businesses if at all possible. Remember the "staying at the Ritz" example from training. Always answer direct questions. 3. Complaints Should a visitor wish to file a written complaint, they may either complete a "We are listening" form immediately or they may fill it out and return it at their convenience. Any written complaints should be left for Bobby. It is VERY important to capture as much contact information as possible including Name, Phone Number, Email, Local Lodging so that if you can not resolve a complaint it can be further handled by management or even by the TOV. Without contact information this becomes impossible. As stated above about anything out of the ordinary, please include everything that you can document about such incidents on an email to Bobby immediately. If the visitor, or anybody for that matter, wishes to contact a VWC authority please give out Bobby's phone number and email address without hesitation. (970) 476-6171 / bbank vailinfo.org This is not secret and he is available 24/7 - 365! 4. Unsafe Situations If you see someone, especially a child, about to do something unsafe (IE. Climbing on the concrete footer on the outside of the railing outside the Vail Village location) please assist the TOV by being an extra set of eyes to identify and correct unsafe activities. Try not to correct the child using a loud voice. Move as close as possible and speak politely and firmly. Do not grab or restrain the child unless the child is in emanate grave danger. If you do see a problem do not put yourself in harm's way. 5. Lost and Found All lost and found items must be reported to TOV. Follow the procedures for the Lost and Found Chargerback system. Once entered into the system and tagged, valuables should be reported to dispatch and they will come pick them up. (970) 479-2200. To help guests search for their lost items, log into Chargerback and perform a search. Detailled Chargerback instructions can be found on each desktop. 6. Safety Hazards Report any wet floors, leaks, icy sidewalks, or other safety hazards immediately. Email Bobby and copy John King jkin vailgov.com HANDLING EMERGENCIES: 1. WHEN AND WHOM TO CALL Wl 0am Va I Like N of h ng a Ea August 2, 2016 - Page 302 of 4z Exhbit E Val Info, Pick up the phone, call 911 or 479-2200 ext. 0, to get help with serious safety or medical related emergencies, or potentially criminal activities. Identify yourself and location. Examples of such situations are persons behaving suspiciously, disorientated persons or lost children, or individuals with medical issues needing help. The Police dispatch will notify all necessary response groups of the situation. 2. WHAT TO SAY When providing a description of the situation, say specifically what you see. "There is a man, approximately forty, who fell (or appears to have fallen), and his knee is bleeding heavily. He is on the stairs to the west of the Ski Museum between level 3 and 4 of the Vail Village Parking Structure." Use major features of the parking structures as landmarks. If giving/getting information from a third party about an incident in the structures, give the level and exit/entrance point and directions from that point. 3. MEDICAL EMERGENCIES .... Should 1 give first aid to injured persons? You can give first aid in accordance with the Good Samaritan Law, but take the advice of Emergency Medical Technicians (EMT's), "Don't put yourself in a dangerous position." Don't expose yourself to blood or other body fluids. 4. AFTER MEDICAL HELP ARRIVES Do not leave when the help arrives. They may ignore you as they check out the situation. They have numerous procedures and decisions they have to make quickly. However, they may need to get a statement from you concerning what you saw or did. INTERPERSONAL SKILLS: The two basic building blocks of customer service are WHAT we say to our visitors and HOW we say it. 1. Tips on Active Listening • Want to listen. Almost all problems in listening can be overcome by having the right attitude. • Listen to the visitor as you would listen to any friend. Remember, there are no such thing as uninteresting person ... only uninterested listeners. • Act like a good listener. Be alert, sit or stand up straight. Lean forward and let your face radiate interest. • Listen to understand. Do not just listen for the sake of listening; listen to gain a real understanding of what the visitor is saying. Wl 0am Va I Like N of li ng Ch Ea August 2, 2016 - Page 303 of 4z Exhbit VdIInfo, • Ask questions when you don't understand, or when you need further classification. Ask questions when you want the other person to like you, or when you want to show you are listening. Don't ask questions that will embarrass or "put down" the other person. • Concentrate on what the other person is saying. Actively focus your attention on the words, ideas and feelings related to the subject. • Look at the other person. Face, mouth, eyes and hands will all help the other person communicate with you. These will help you concentrate and show you are listening. • Smile appropriately ... but don't overdue it! • Share the responsibility for communication. Only part of the responsibility rests with the speaker; you as the listener have an important part. Try to understand, and if you don't ask for clarification. • Remember, listening is fun! Work at developing this constructive attitude. Make a game of seeing how well you can listen and really understand the visitor's needs. Effective listening is an art. It can be developed by conscientiously applied practice on a daily basis!!! 2. Tips on Giving Good Information • Provide only correct information. There is nothing we can do that would be worse than giving the wrong answer! Never be too proud to say, "I don't know, but I'll find out for you." If you don't know an answer, say so. Then do your utmost to find the correct information and record it in the ledger so that others can benefit from your experience. • Don't assume anything. Ideas that may be clear and easy for you may not be to the visitor. • Be specific. When directing a guest to an address use terms that are universal (north, south, left, right). Don't use terms that are only known locally, "next to the 4 -way." Use names of streets and landmarks when possible. Give specific measurements if possible (four blocks, '/z mile). • Speak slowly and distinctively. • Reinforce you instructions with something visual. Provide a brochure or map. Always hold the information and orientate the visitor. If possible stand so that you, the visitor and the information are all orientated the same. Use a highlighter to mark important information. • Give added information when it will help. Be careful not to confuse when giving added information. • Recheck/Repeat. Let the visitor repeat the information back to you if they want to and listen for points of possible confusion. • Be patient. Be patient and considerate, especially with people who have VA I ome Va I Li le N of h n q 0-) August 2, 2016 - Page 304 of 4z Exhbit L- Val Info language difficulty. Think how you would like to be treated if the situation were reversed. • Maintain a helpful attitude. Be friendly and courteous. You should try not to rush the guest. Don't let the visitor leave until you are sure that you both feel you have a clear understanding. • Speak with confidence. True professionals provide their information and answers with quite certainty, because they know their material. They know they are doing their job well. Learn to have a professional attitude as an TOV ambassador in everything you do. Your confidence will also help put the visitor at ease. 3. Tips on Handling Complaints A few simple procedures can help anyone who has to deal with visitor complaints. Good visitor relations don't depend on the innate ability of getting along with people (which was really why you were hired!). You can learn to handle complaints by following the simple procedures outlined below. • Listen to the entire complaint. How else will you find out what the visitor wants? Don't interrupt. People who complain about a product or a service are feeling a need to tell you something. • Accept the feelings of the visitor. Let the visitor know it is all right to feel upset. The visitor's need to "tell you something" is often complicated by the feeling of frustration, or even embarrassment about complaining. The best way to deal with feelings is to accept them. • Don't take the visitor's complaint as a personal offense. Chances are it is not really directed at you. Don't defend yourself or your organization either. If you oppose the feelings they will continue; if you accept them as valid for the visitor they tend to diminish. • You may feel like disagreeing with many things the person is saying. The key is to look for that feeling with which you can agree and tell them that you understand. Manage to filter through the visitor's feelings by accepting them, and then move into solving the specific problem. • Clarify the complaint. Now filter out the feelings to find out exactly what it is the visitor wants you to do. Simply ask, "how can I help you?" • Take action immediately when possible. Don't just stand there, do something! The complaining visitor want's action! Even if the complaint isn't in our center, show some interest. • Follow through on anything you say you are going to do. Don't ever promise something you don't intend to do. If you are authorized to handle the matter then take care of it without delay, preferably in front of the visitor. That visitor wants action not just words. • Remain cheerful and helpful. Your attitude can ease the situation greatly if W1 OXW Va I Li le N of h n a 0-) Ea August 2, 2016 - Page 305 of 4z Exhbit Vallnfo, you handle it correctly. SMILE! Be courteous and gracious; try to be really helpful. • When you are dealing with an unhappy customer you have an unparalleled opportunity to create a positive impression of yourself and our organization. This is the time be your very best • Refer matters that you can't handle to someone who can. If you can't take immediate action on the visitor's complaint yourself, refer them to someone who can. • If it is a matter of referring them to another agency or office, be helpful in providing the contact information (name, address, phone number, email) and the nature, location, time, date of the problem and call and email management. Remember: The person with the complaint is probably most upset because they don't feel they have been treated with fairness. This has offended their sense of self- worth. You can restore that sense of well being by showing real attention and interest in their problem. Accept the reality and validity of their feelings. Try to resolve the problems or find the person or agency that can. Don't EVER let the complaining visitor go away without showing them that someone does care about him or her and their problem. AND document everything. Isn't that what you would expect if you had a complaint? 4. Interacting with International Visitors Many TOV visitors are from other countries. Hosting international visitors is an excellent time to learn about other cultures. Patience, courtesy and imagining yourself in their shoes will help you. Whether guests are as curious about you as you are of them, or just need assistance, you have the perfect opportunity to be a neighborly ambassador for the TOV. • Greetings • Initial greetings should be simple: "Good Morning", "Good Afternoon", and "Good Evening" are generally understood. "How are you?" may be translated literally and should be avoided. • Communicating Verbally • Many international visitors speak English fluently. Some really like to "practice" while traveling. Listen to the responses of those who do not. If they don't understand, simplify. • Use technology • You are required to have the i -translate app downloaded to your cell phone which will verbally wrong translate English back and forth to about 30 languages quickly and accurately. Our computers have web icons that will translate English to 65 different written languages. VA I ome Va I Li le N of h n q 0-) August 2, 2016 - Page 306 of 4z Exhbit Vallnfo, • Keep sentences short • Speak slowly and clearly pausing frequently, to allow the visitor to show whether or not they understand. Short silent periods during conversation are appropriate and polite in some cultures. • Use a map to give directions Show the route and use landmarks when possible. • Smiling is not a universal communication symbol • Although you always need to go that extra smile (!), do not expect an international visitor's facial expression to always mirror your own. • Good eye contact is valued in many cultures but is not necessarily appropriate in all cultures. In some countries it is a sign of respect to either look down or away! Don't make judgements if your eye contact is not returned. • Familiarity • Some cultures misinterpret Americans's instant familiarity as rudeness or pushiness. Be discreet; gauge the level of your familiarity by signals from your guest. • Clarify "Yes", "No", and 9 don't understand" • In many cultures, when you say a negative sentence, a person will say "yes" to show agreement with the statement. To avoid confusion, ask positive questions. "You need a ride to West Vail?" not "You don't need a ride, do you?" Probably the least effective way to find out if someone understands is to ask, "do you understand?" "Yes" frequently doesn't really mean yes. A better way to clarify if someone actually understands is to ask him or her to repeat information back to you. POLICIES: 1. Records Records will be maintained on each employee by the payroll accounting firm ADP. If there appears to be a discrepancy with any information appearing on your payroll check stubs, please contact management immediately. Employee records are confidential to the extent permitted by law. 2. Evaluation Employees will receive periodic reviews. The primary purpose of evaluations is to ensure that the information program is as effective as possible. Reviews of the employee's service efforts are intended to be positive and informative. Also, employee's are highly encouraged to continually evaluate the program and provide feedback to management. "Secret Shops" by an outside vendor will happen randomly throughout the Winter. The results of which will be shared privately with employees and used as a learning tool to help with employee performance. 3. Discontinuing Employment If an employee wishes to discontinue his or her service with Vail Info, Inc. at the VVIC, W10JM Va I Li le N of h n q Cr Ea August 2, 2016 - Page 307 of 4z Exhbit - Val Info, notify management as soon as possible and complete the following procedures. • Return your Parking Pass (if applicable) • Return your Ski Pass (if applicable) • Return your uniform • Return your KEY Final paychecks will only be issued during the next regularly scheduled payroll and upon receiving all of the above. Two weeks notice is customary and expected. The Booth Managers will conduct periodic evaluations to assess employee compatibility with the VWC program and provide additional training as needed. Should the employee prove to be incompatible with the requirements of the program. 4. Injured While on Duty If you are injured while engaged in employee activities at VWC, contact or ask someone to call Dispatch. All incidents need to be reported with a call to the booth management. NO EXCEPTIONS! 5. Town Staff and Personnel VWC Management and TOV Staff have jurisdiction when it comes to interpreting operational rules and regulations. Should an employee be given instruction by these individuals, with which the employee does not agree, the employee should notify the booth management to help clarify or resolve the misunderstanding. Even if the employee does agree, all such interaction should be reported/documented immediately. 6. Conflict of Interest Employees will not, in any way, use their position to obtain financial gain for themselves, any member of their household, or any business with which the employee or member of the employee's household is associated. Employees will not take or divert property of VWC or TOV for private use or for anyone else. 7. Impartiality While on duty VWC representatives are impartial and are at the booths to promote a positive TOV experience. The vendors are our partners, too. That said, great customer service requires specific answers. Ask questions, clarify, and use YOUR judgement. If someone wants to know your favorite restaurant you should give them your honest answer based upon the criteria being asked. Because of this criteria, your answers (as well as the rest of the staffs answers) should not always be the same. EVERY interaction will be different and unique. That said, by qualifying the questions you should be able to give a specific answer. Five star customer service requires only one option when asked a specific question. VA I ome Va I Li le N of h n q 0-) R August 2, 2016 - Page 308 of 4z Exhbit E Va I I of o, 8. Smoking VII is committed to protecting health and safety. As a safety precaution for everyone, smoking during work and around VWC facilities is prohibited. 9. HAVE FUN, IT'S CONTAGIOUS! Our guests want to know your secrets. Share the ski runs (hiking trails, shops, restaurants etc...) that you love. Visitors really appreciate your sincerity. This truly is five-star customer service. Wl Gym Va I Like N of h ng a Ea August 2, 2016 - Page 309 of 4z August 2, 2016 - Page 310 of * 5. How long was your wait before speaking with our customer service representative? OExtremely long OVery long OSomewhat long ONot so long O Not at all long * 6. How long is your stay in Vail? OLess than an hour OAfew hours O Entire day OAfew days OAweek or longer OPart-time resident OFull-time resident 2 August 2, 2016 - Page 311 of 4z * 7. What brought you to the Vail Welcome Center? (Check all that apply) General Way Finding/Information Gathering El Awaiting Shuttle/Bus ❑ Restrooms Waiting for Family/Friends ❑ Directions to specific lodges/restaurants Maps or Other Collateral ❑ Bus Information 1-1 Activity Suggestions ❑ Activity Ressevations Restaurant Suggestions 1-1 Restaurant Reservations ❑ Summer Mountain Information 1-1 Winter Mountain Information ❑ Lodging Suggestions Lodging Reservations ElParking Information ❑ Postal Services 1-1 Stoller/Wheel Chair 171 Other (please specify) 8. What is your approximate average household income? * 9. In what State, Country or Continent do you live? Cl August 2, 2016 - Page 312 of 4z 10. What additional product or service would you like to see added to the Vail Welcome Centers? August 2, 2016 - Page 313 of Exhbit G Val Info, VWC and LWC Guest Interaction Logs - The Sometimes Random and Different Services Guests Ask For - What we really do! Helped a gentlemen who called from Maryland. He had problems purchasing tickets for Vail Dance Fest last year. I told him I would contact VVF since I volunteer for them and will get back to him next week. Helped elderly lady to in -town bus and stored her baggage until CME pick-up. Very disoriented guest trying to get to Salt Lake City. Greyhound office closed today so calmed guest down and we found time schedule on line. Helped a guest plan an alternate route to Ft. Collins until 170 reopened. Called police to try to locate lost back -pack. Baggage storage (most of day) for guest getting off Greyhound whose pickup forgot he was coming to town. Helped foreign VR employees located social security office and way to get to Glenwood Springs (Greyhound). Couple leaving on CME tomorrow realized they had too much luggage for airline travel. Recommended and gave info on both UPS in W Vail and Vail Travel Center in VV to assist in shipping their stuff to their destination. Also, reopened booth to help visitors from Guatelmala get hotel room & information on activities. Dealt w/ nasty ECO passenger who swore that no bus had arrived from 7:30 until he came here at 9:15. Showed & tried to explain schedule to him (wasn't listening) and finally took him over to the next departing bus and got him on board. Most obnoxious person we've had in here & he was unappreciative of our efforts. Not a nice way to start the day. On a more positive note, the people I stayed late for last night came back this morning to thank me for helping them find lodging and appreciated my dinner recommendation (they loved their pm @ Russell's). VA I ome Va I Li le N of h n q 0-) August 2, 2016 - Page 314 of 4z Exhbit G Vallnfo, Guest needed maps of Singletree- He didn't like any of our maps -and was very frustrated. I searched on google and found one- he was thrilled. Guest had car w/ a "shot transmission." Assisted her in getting car towed to Denver. Appreciated help & "calming influence". Helped a young man try to locate his skis that were mailed to him, helped three guests get to HR in BC, they had no idea where they were or where they were going, knew they were working for Vail Resorts, didn't know where to go to HR. A family was visiting and wanted to go to the Betty Ford Alpine Gardens where their daughter will be married in May. I called Mike Rose who arranged a ride for them to see the Gardens since the roads and walkways haven't been plowed. They were so impressed with our customer service, it felt good, they wanted to report our help to someone. Two gentlemen turned in a ski bag (w/ skis) that they found on side of road. I saw a tag on the bag for Four Seasons and called the resort. They had been looking for the missing skis for one of their guests and were quite relieved when I called. They immediately sent one of their valets over to retrieve the skis. Assisted guest in finding lost cell phone and helping to open her broken suitcase. Calmed down a guest who had been on the morning Greyhound and, when they stopped here in Vail, she went to get coffee (as suggested by the driver) but bus left without her. Spent day in Vail waiting for the afternoon bus. Helped her contact her relatives to advise of delay. Helped a Vail local whose car was broken down in garage. Gave tow info and we also contacted parking as she was going to work and didn't want the parking fees to continue to build up (had left car in garage last pm when she couldn't get it to run). Assisted guest in locating vehicle in parking structure. VA I ome Va I Li le N of h n q 0-) P August 2, 2016 - Page 315 of 4z Exhbit G Val Info, Oriented a Argentinian family to Vail who had taken CME up from Denver for a daytrip. They came back at end of day to say how much they enjoyed their time here and were asking about SnowDaze. Will probably come back again later in the week. Spent a fair amt of time w/ a woman from Boulder who was doing research for a USA Today story on activities in Vail. Helped another woman in getting her elderly Mother to elevator in Transportation Ctr. Helped guest put together packet for arriving houseguests, including both current and future bus schedules. Guest really appreciated our resources. Guest arrived on CME for a follow up visit to Steadman Clinic. Had large suitcase which was difficult for her to manage. Offered to keep it here at Welcome Ctr until her check-up was over, thereby saving her the trouble of hauling it with her to VVMC. Helped a woman who had cut her finger badly, needed band aid, anti -septic cream, helped a guy find car storage for the winter. We had a lost wallet turned in. I searched whitepages.com to get home phone number & Bobby called the number (which was the Mother of the woman who lost wallet). The Mother called daughter on cell phone and wallet & owner were reunited. Two women were looking for activity (non -ski) while their friends were skiing. Spent fair amt of time explaining options, and was finally able to hit the nail on the head with dogsledding. Was able to book them on an afternoon tour w/ Winterhawk. Also helped a young foreign VR employee print out and complete his forms for Social Security. Helped guest who was walking by struggling w/ all her Christmas packages get them to her car. Most appreciative. Assisted guest in locating their SmartPhone & then providing charging for it once retrieved. A woman could not locate the grandchild she was supposed to pick up after a Vail Mtn School ski lesson/session. Thought she was to pick her up at Golden Peak, but couldn't VAI oorre Va I Li le N of h n q 0-) R August 2, 2016 - Page 316 of 4z Exhbit G Val Info, find her. Came here asking if we could page her granddaughter. Explained our setup and then called Vail Resorts and they were able to point her in the right direction. A family was visiting and wanted to go to the Betty Ford Alpine Gardens where their daughter will be married in May. I called Mike Rose who arranged a ride for them to see the Gardens since the roads and walkways haven't been plowed. They were so impressed with our customer service, it felt good, they wanted to report our help to someone. While circulating thru the Villages w/ the Community Hosts, helped a guest by carrying their skis to Eagle Bahn gondola (they were walking w/ small children). A guest (Dr. Eric Sievertsen) stopped by around 8:45 in significant pain due to a dental problem. We got him an appt w/ Paul Corcoran and he had a root canal at 11 am. He returned to the welcome ctr around 1:00 to thank me for steering him in the right direction. We then called Vail Resorts and got him a credit for today's ski day. Helped guest locate missing family members. Helped foreign guest locate family & vehicle. Helped group of 10 find non -skiing activities to do at the last minute (they were able to get in a late morning snowmobile tour and were then planning on going up to Adventure Ridge for tubing. A guest had a friend arriving on CME, the guest had lost her phone so we had to locate her friend. We called CME who called the friends cell phone and the friend ultimately called me, after we left the info booth number with CME. It took approx. 2 hours and we finally found the friend on CME. Helped guest get in contact w/ rental car company so they could swap out their malfunctioning vehicle. Helped handicapped guest get their baggage from car to CME pick-up spot (the driver who brought the guest to Transportation Ctr was too elderly to be of assistance). Helped guests book a "we must do it today" snowmobile tour. Had a guest come in first thing this morning who lost his buddy last night. Said last place he saw him was Transportation Ctr around 2am. Said friend was prone to VA I ome Va I Li le N of h n q 0-) R August 2, 2016 - Page 317 of 4z Exhbit G Vallnfo, seizures. Called hospital (wasn't there). Called police & found his friend was in "protective custody" due to fact he was found so drunk the night before. 2013 Saw family walking by and struggling with their young children. Went outside and told them about our strollers which can be used free of charge. They were ecstatic and took advantage of our double stroller. Gentleman's girlfriend lost car keys, I called Lexus to see how to replace her lost key, helped people navigate their luggage while waiting for CME. Helped lost guest who spoke very little English (used my i -Translate feature on Phone) locate both his family and missing cell phone. Saw guest on crutches struggling to climb the stairs from the Village up to top of Transportation Ctr. Went down and assisted guest to elevator. Using I translate assisted French guest (who spoke very little English) in their communication w/ CME. Helped foreign guest book a surprise daytrip for her husband. Also was able to help other guests get to Outlets in Silverthorne via shuttle Helped a gentleman plan where he would propose to his future wife! Helped a couple of young (20 -something) skiers book CME for a last minute ride to DIA. Helped guest scrape ice/snow off car/windshield. Assisted elderly lady to Transportation Ctr so she could take elevator to village level. Helped arrange transportation (very last minute) to Eagle Airport (cab was the only option). Helped guest with lost luggage find ski clothes, etc to rent. Booked a room for a guest, made arrangements for him to store his equipment and booked 4 nights for next week. VA I ome Va I Li le N of h n q 0-) R August 2, 2016 - Page 318 of 4z Exhbit G Val Info, Helped guests from Argentina locate their rental agent. They had booked an E. Vail property on-line and went out to EV to start their vacation, but the entry code they were given didn't work. Went to rental office here in village but it was closed. Took about 30 mins but we were able to locate an individual who gave them new code to their house. Helped guest who was struggling w/ skis and children by carrying their skis to car in the drop off area. Helped Mother w/ sick child locate her Mother so they could take child home. Child had been in ski school but was having problems with the altitude. Helped guest w/ lost car key contact dealer to arrange for a tow to dealership. Helped a future bride w/ activity suggestions for her guests and provided her w/ collateral for her Welcome Bags. Helped a honeymoon couple plan where to eat and spend their time in Vail, stored luggage for a guest waiting for room to be ready, she offered a tip, of course, I declined. Was able to track down owner of a cellphone & wallet which had been turned into the Welcome Ctr. Guest most appreciative and "loves the honesty of people in Vail". Helped get a cab (quickly) for a guest who needed to get to Eagle Airport and didn't realize how far away it was. Had a guest arrive on CME from Aspen whose final destination was Copper Mtn. Didn't realize that there was no real public transportation between the two resorts. Tried to get him a cab, but cab would not go over the pass. Booked him on Fresh Tracks afternoon shuttle and suggested that he spend the day skiing here. Thrilled with the suggestion and very happy that I was able to get him transportation. Was also happy to experience Vail (an unexpected bonus). We had a guest come in first thing this morning looking for "Art" Magazine. We didn't have any, but I was able to locate one and called the guest (she had left her cell phone number). She was ecstatic & appreciated our exceptional service. Guest came in at 3:00 thinking that he could just walk up and get on a CME van. We were able to book him a seat on the 3:55 shuttle which wasn't ideal for him, but got him to the airport (he was thinking they were constantly leaving and had a flight out of DIA VAI oorre Va I Li le N of h n q 0-) R August 2, 2016 - Page 319 of 4z Exhbit G Vallnfo, @ 7:15pm. CME told him it was a 2.5 hour trip to DIA, so he was unsure if he would make his flight). Guest happy we were able to get him a ticket. Assisted a very distraught woman locate her teenage son. Bought water for a guest who had spent long time on CME. Saw a guest struggling w/ young child and went out and offered her use of our stroller. Guest most appreciative Stored skis/backpack for an arriving guest (items were left here by a local who had a friend arriving on an early afternoon CME van. Local was working but knew his arriving friend would want to get in a few first day runs. Both the local and arriving guest were pleased with our hospitality. Had a guest arrive on CME. Wanted to ski before checking into his lodging in Avon. Kept his baggage at Welcome Ctr while he skied. Had a guest come over from Transportation Ctr where she was having trouble w/ the ski lockers. Called Mike Rose (who was in Grand Jct) and he said no one was around to assist (Joyce normally could, but went home ill). Allowed the guest to store skis in Welcome Ctr overnight. Guest left happy. Helped a guest who knocked on door before opening by carrying their kids skis up to Mtn Plaza. Had a guest come in after just being released from Eagle Cty jail. No money, no car, no way to get back to Austin, TX. We contacted police and they came and assisted by allowing him to spend the night in the Transportation Ctr before getting on the 5:10am Greyhound to Denver. Assisted elderly guest who was being dropped off in the 15 min parking area for CME by carrying their luggage from parking area to CME van pick-up area. Helped injured guest by calling cab and then assisting them by carrying gear to cab. One early morning guest particularly confused/bothered by the Devo/CME people (although she was a CME passenger also). Helped her by assisting with luggage and escorting to van when it arrived. WI oxw Va I Li le N oth n On E August 2, 2016 - Page 320 of 4z Exhbit G Val Info, Had a frantic guest come in looking for her lost "child." Turned out to be a teenager who we were able to locate via cellphone. Helping a guest locate a store (Perch) which they couldn't remember name and had no idea which village it was in. All she knew was that it sold clothing. Helped a guest (Ken Stanley) who was scheduled to be on a 10:55 CME to Denver. CME arrived and didn't have him on their list. We contacted CME & they claimed they had no record of the passenger. Let Mr. Stanley use our computer where he looked up his reservation number and called back CME. After much delay, they sent a Suburban to pick him up and transport him to DIA. Vail Pass westbound was closed this afternoon and there were guests waiting outside for Fresh Tracks transportation to Breck. Kept going outside and in transportation ctr to relay status updates. Assisted a guest who was feeling a "bit under the weather" by getting them an appt at Colorado Mtn Medical. Helped guests look at flight info in Denver, to see if flights were canceled to the East coast. Arranged help for 2 separate guests who both locked their keys in their cars Tracked down owner of a cellphone that had been turned in to Welcome Center. Had an arriving CME passenger who was awaiting a pickup from a friend who was terribly lost. Talked to the friend and verbally guided them to transportation center for the pickup. Helped an Argentinian with limited English make room reservations. Helped departing guest by carrying their luggage (massive amts which were left on our floor) out to CME van. Helped several foreigners find accommodations and become familiar with Vail. Arranged for a guest from Iceland to be interviewed by the Vail Daily. Had arriving CME passengers looking for a cab to Manor Vail. I called Manor Vail and they sent their bellman over to pick them up free of charge. W1 Oxw Va I Li le Not h n q On E August 2, 2016 - Page 321 of 4z Exhbit G Val Info, Helped a guest from Chicago get assistance for keys locked in car. Helped 2 separate guests successfully located lost articles. Assisted guest in getting appt at Colorado Mtn Medical. Helped guest w/ no cell phone contact car rental company about defective vehicle. Had a group come in that is staying in Vail but taking the day off from skiing and wanted to venture to other areas (i.e. Glenwood, Leadville, etc.). Didn't have a car. Helped them arrange for rental car from Enterprise which was going to be delivered to their hotel (Evergreen Lodge) here in Vail. Very pleased. Drove a guest to Christiania to pick up shuttle from Cordillera. Had a gentleman who was traveling from Aspen to Denver because his wife had been airlifted to Denver Hospital last pm. Was stuck due to 1-70 closure. Had no way of contacting her as he had no cellphone,etc. Worked to track down which hospital she was in and we called and he was able to talk to her. Assisted handicapped person get to elevator in Transportation Ctr. Had a guest who had a fli8ght from EGE to DIA. Flight cancelled and CME could not accommodate him w/ transportation to Denver. He was at Welcome Ctr around 2:30 & had a 7:15 flight out of DIA. Called around and got Green Limo to take him to Denver for $478. Ran to LaCantina to pick up lunch for a very elderly lady who was awaiting CME departure. Had a guest call who had left some documents in a limo (driven by Steve — that's all he knew) yesterday that took him from here to Breckenridge. Was able to track down car service and the guest & limo co. were able to reconnect & arrange for retrieval of documents. Helped guest arrange for rental car. Printed boarding passes, opened epic mix account for a guest. Printed boarding passes & called airline for flight status. WI Oxw Va I Li le Not h n q On E August 2, 2016 - Page 322 of 4z Exhbit G1 Val Info, Helped guest locate lost iPhone. Was able to assist guest who was "feeling under the weather" by getting her in to see Colorado Mtn Medical. Helped a Mother who was struggling w/ 3 toddlers, skis & more get to elevator in Transportation Ctr. Printed out boarding passes and helped guest w/ outgoing fax. Helped a guest find his friend, cell phone had died with friend's phone number, tried tracking down friend, ultimately successful. Helped guest who had lost their cell phone get in contact with their skiing partners. Saw guest struggling with a young toddler & went and told him about our strollers. Guest ended up "renting" our stroller for the afternoon. PICKED UP A VERY DIRTY DIAPER THAT A WOMEN LEFT ON THE FLOOR IN THE ROOM WHERE THE VAIL 50 MOVIE IS SHOWN ...... way above & beyond!!! Helped guest locate someone who could hem a skirt. Paid for postcards that guest wanted but had no money for (it was only $1). Helped guest with a medication problem by contacting the City Market Pharmacy & letting guest discuss situation w/ Pharmacist. Helped guest reschedule flight out of Denver (was going to miss flight) and printed out boarding pass. Guest went snowmobiling, didn't have googles, I went to my car and lent him mine. Another guest missed the bus to Grand Junction, I made arrangements for her to wait at the police station. Had guests who had coupon on their e-mail for their lift tickets and needed it printed out. Vail Resorts would not do it for them, so I printed out their vouchers for them to take to ticket office. W1 oxm Va I Li le Not h n q On E August 2, 2016 - Page 323 of 4z Exhbit G1 Val Info, Helped guest w/ broken elbow get luggage, etc to departing CME van. Printed out Boarding Pass for a departing CME passenger. Helped an elderly lady by carrying her packages (from various stores in Vail) to her vehicle. Helped young girl compile information (both on-line & with our magazines) for a school report on Vail. Made dinner reservations for people, gave directions to places outside of Vail. Printed boarding passes and took pictures for departing guests. Spent fair amt of time with a woman who was scouting out Vail for her son's wedding for 300 people this August. Wedding will be at Piney. Talked about places for Rehearsal Dinner, transportation to Piney & lodging. Gave her our card and I'm sure she'll be calling for additional information as we get closer to the wedding date. Checked flight status, selected seats and printed boarding pass for a departing guest. Provided guest w/ 300 maps for an upcoming meeting. Assisted guest in locating lost iPhone. Gave a young woman a parking pass who didn't understand how it worked, she was extremely appreciative. Helped calm down a very upset young lady who had lost her brand new goggles. Put her in contacvt w/ the various lost & found office. Had a couple come in quite angry at Solaris parking. The property they are staying in told them the parking was free for first 2 hours. They pulled in first structure they saw and didn't realize (until they pulled in) that it was $17 for the first 1/2 hour. There were cars behind them so they couldn't back out. Came in here quite upset. Gave them cash from the cash drawer to get out and also gave them a RAK card for another day. That changed their whole outlook towards out town. Printed boarding pass for departing CME passenger and checked on her flight status. Wl Oam Va I Like N of li ng a Ea August 2, 2016 - Page 324 of 4z Exhbit G1 Val Info, Rebooked a guest's CME reservation. Assisted a lady who was driving to Salt Lake City. She was concerned about weather/roads. Looked up weather in various cities along her route and also went on line to check road conditions for her (all were good). She was most appreciative. Helped guest track down a friend who was "staying in one of the hotels here in Vail." Helped a family get ready to snowboard, gave all information. Helped arriving guest locate his condo (Breakaway West), his ski rental location (Vail Sports) and then helped him get access code for condo. Cleaned up vomit in the vestibule from a concert goer.... Not really above and beyond, but just keeping guests informed of road conditions. Helped guest explore non -shuttle transportation options to Silverthorne outlets. Helped large Mexican family who spoke no English get oriented to town and mountain (i -Translate came in very handy). Printed airline boarding pass & checked flight status for a CME passenger heading to Washington, DC. Had a call from Community Host Donna Foutz who said it appeared someone was trying to give out gift bags in front of Starbucks and everyone was giving them back. She wanted to know if that was legal. Called dispatch and they sent someone over to investigate. Turns out they were selling the bags for $60 (a flat iron) and if you bought it you would get free cosmetics. That is not legal and they were given a citation and asked to leave. Also, had guest come in who was concerned about a bulldog looking quite thirsty in a car on top deck of parking structure. Window barely cracked. Called dispatch and they were sending someone over to check out the situation. Helped departing CME guest w/ luggage and printed out boarding pass. WI Oxw Va I Li le Not h n q On E August 2, 2016 - Page 325 of 4z Exhbit G1 Val Info, Helped departing guest w/ luggage and boarding pass. Spent a fair amt of time w/ one guest who was here a long time ago and went over the history of Vail and the redevelopment of Lionshead & Solaris. Spent a fair amt of time w/ a lonely elderly gentleman who just seemed to want to chat. Helped guest figure out the store a friend told her she had to go to (could not remember the store or location. Ended up being Alpine Treasures which, unfortunately, is closed on weekends right now). Gave her their phone number. Tried, unsuccessfully, to help a guest track down a friend that "lives in Vail." Printed boarding pass & got seat assignments for departing guest. Assisted a bride-to-be (wedding will be in Vail in July) and her parents get oriented for her wedding and advised that we could assist with welcome bag info closer to the wedding date. She will be back for maps, etc. Saw woman struggling w/ kids, packages, etc climbing stairs. Went down and helped show her to the elevator. Saw Mother of two young kids walking past booth. Went out and told her about our "stroller rental," Guest most appreciative of this free service. Helped calm an extremely nervous driver who was overly concerned about driving 1-70. Had elderly couple who were driving from Wisc in RV & wanted to have lunch in Vail. With no parking nearby for oversized vehicles they were thinking of just continuing on called dispatch and was transferred to a Code Enforcement Officer & I got them permission to park on the Frontage Road across from the Welcome Ctr while they walked into town for lunch. 250 mags collected for wedding. Had guest w/ oversized vehicle. Nowhere to park it. Called dispatch who put me in contact w/ Code Enforcement Officer (CEO). CEO granted permission for vehicle to park on Frontage Rd across from Welcome Ctr. Guest thrilled. WI oxm Va I Li le Not h n q On E August 2, 2016 - Page 326 of 4z Exhbit G1 Vallnfo, Helped woman locate her husband (they were supposed to meet at parking structure and never hooked up). He was at Solaris (we called his cell). Had a guest come in looking for The George as he and a friend had agreed to meet there today quite some time ago. Informed him The George closed for off- season/construction. He was extremely disappointed but gave him other suggestions which he seemed happy with. Spent time w/ bride-to-be about various venues in town for pre/post wedding activities. Spent fair amt of time a Mother & grown daughter acclimating them to Vail (they are here for a week). Husband is handicapped and they were trying to figure out what he could do and see while here. Printed out a copy of This Week in Vail Tracked down a guest who left her camera at the Welcome Ctr. I looked at the pics on the camera & one of them was of her business card w/ a cell phone number. Called her & she came & retrieved camera. Tried (unsuccessfully) for quite some time to help the Probation Officer get a Greyhound ticket.(see additional comments under "Guest Difficulties"). Eventually suggested she go to Vail PD as they often have passes & since she was from the detention center, etc felt this might be the correct avenue. She knows the police well given her job, and was most appreciative of our efforts. Returned later in the day to say the police have the same problem w/ ticketing and she was effusive in her praise for our efforts. Saw woman with 2 young children trying to keep them in tow. Recommended the use of our strollers. She was THRILLED!!! Guest left cellphone on couch. Saw them walking across Covered Bridge so did a quick dash down there to give them their phone. Helped Czech guest communicate w/ another guest thru use of iTranslate. Helped a very lost guest find her time share unit. It was Val Chatelle on Alpine Dr. which she had misinterpreted as "Vail" Chatelle. Did some googling and found that it was in Frisco (where she had just come from). Printed out mapquest directions for her and helped solve her mystery. Helped woman locate lost child. Helped bride-to-be gather materials for her gift/welcome bags. W1 oxm Va I Li le Not h n q On E August 2, 2016 - Page 327 of 4z Exhbit G1 Vallnfo, Guest left iPad on couch. Saw her by Covered Bridge so ran down to give it to her. Helped guest contact rental car company because guest had lost car keys. Saw guest trying to carry 2 small children down the steps to the Village. Went out & advised about elevator but also offered use of the double stroller. They ended up using (& and appreciating) the stroller. One guest wanted a bunch of brochures for rental properties she manages, helped a honeymoon couple plan activities for their stay. Helped an older woman up the stairs w/ all of her shopping packages. Frantic bus tour guest had lost cell phone in Farmer's Mkt. Calmed guest down and then we tracked phone down. Had a friend of mine go and get it for the guest. Assisted elderly woman w/ her baggage from CME dropoff to where her friend (also elderly) was picking her up. Helped guest speak w/ rental car company (guest spoke very little English) regarding lost car key. Helped guest track down an old college roommate who lives in the Vail Valley. Helped several peope with scavenger hunt outside of Vail area. Helped a Mother of the Bride get maps, etc for welcome bags. Helped guest with transmission trouble arrange towing to Denver and also helped him upgrade his AAA membership to "Plus" to help w/ the cost of towing. Also put him in touch w/ Kevin at parking to inform him that his car broke down while entering rooftop parking here in Vail Village and is taking up two compact car spaces. Continued to help the gentleman from last pm whose car had broken down. He came back to thank us for helping arrange today's tow to Denver. Helped a family w/ elderly grandparents and young children through use of both a stroller & wheelchair. WI oxw Va I Li le N oth n On E August 2, 2016 - Page 328 of 4z Exhbit G1 Helped guest locate lost cell phone. Helped guest locate a friend who was "staying at a hotel in Vail." Helped hysterical lost child locate his Mom. Assisted Bride -to -Be assemble collateral for her guest's welcome bags. Tracked down guest who left Pad at the Welcome Center. Vallnfo, Saw elderly gentleman struggling to help his wife down to village. Offered use of our wheelchair (which he accepted) and helped get her into the chair. Took a family photo for a multi -generational family from TX which will be used as their Christmas card. Helped guest contact their friends who they were supposed to meet in Vail. They were from Glenwood & their friends were staying in Denver. SUCCESS!! They all met up and went to lunch. Helped Bride assemble maps, etc for her gift bags. Helped guest obtain service for their vehicle. Assisted arriving CME passenger w/ baggage & transportation to hotel. Spent fair amt of time w/ very elderly guest who was returning to Vail for the first time in 50 years. Gave full overview of the town and ski mtn and how they have developed over time. Guest most appreciative. Helped a guest find the appropriate adapter for his computer so he could make an ipad presentation. (had to go to Radio Shack). Went on a walk -about to learn more about the town. Called multiple taxi services to try and find a taxi that was available ASAP. Guest left car keys on sofa. Tracked her down and returned keys. WI oxm Va I Li le Not h n q On E August 2, 2016 - Page 329 of 4z Exhbit G1 Val Info, Spent 40+ minutes trying to get a guest a room for 1 night. Not much available on the system so had to call the individual hotels (guest wanted various pricing options for Arrabelle, Sonnenalp, Four Seasons, Sebastian, etc). Guest was high maintenance, to put it mildly. Was comparing room dimensions, etc for the various options. Required an air-conditioned room. In the end, I got him a room at the Arrabelle.... phew. Had a guest come in who had seen an episode on the television series GardenSmart which talked about the beautiful gardens in Vail. She wondered where they were. assumed they were the Betty Ford Alpine Gardens but she was adamant that they were not what she was talking about. She said she had made numerous inquiries but no one knew anything about it. She was surprised that no one had previously asked about it. I said perhaps it was on the beautiful flower beds/hanging baskets throughout the villages. Went to the GardenSmart website (as she asked) and tried to find the episode she was talking about. Went thru seasons 2014 back to 2011 and couldn't find what she was looking for. On the GardenSmart website I typed in Vail and the only episode that came back from that search featured the BFAG. She said that was the wrong one. She left for the restroom and her comment was that "when you find it you should have everyone read the entire transcript of the show." After she left, I continued to search, and found the episode she was talking about (year 2009, episode 45). 1 printed it out and tried to find her but was unable to. I then called over to the Schoolhouse Gift Shop at the BFAG & told them about the lady and that if she stopped in (wearing a green t - shirt), to tell her I found the episode and printed out the transcript for her and that the episode she was referring to was about the plantings throughout the pedestrian village. Never heard back or saw the woman again. I called Laura Weber, who wanted to reserve a wheelchair, that one would be available in Lionshead tomorrow morning @ 9am. Assisted elderly guest w/ their baggage for CME & printed out boarding pass. Helped Bride -to -Be assemble information and maps for welcome bags. Helped a family heat up their dinner before they had to drive. Assisted elderly lady to elevator. Helped Bride -to -Be w/ suggestions for photo shoots & also provided her w/ maps for guest welcome bags. Helped a confused gentleman locate his lost wife. VAI oorre Va I Li le N of h n q 0-) P August 2, 2016 - Page 330 of 4z Exhbit G1 Val Info, Spent 20+ minutes on the phone w/ a lady who wanted info on various hotels incl thread count of sheets & what cleaning supplies they used. She suffers from severe allergies and was a challenge, to put it mildly. Assisted departing CME guest with luggage and also printed out their boarding passes. Helped a departing CME passenger who had a bad shoulder by getting her luggage out of her car & wheeling it to CME pick-up area. Helped family put together information for their family reunion gift bags. Spent fair amt of time w/ a guest from MD who was looking for a statue that was supposedly somewhere in Vail 30 years ago that was done by her Uncle. Looked at the Art in Vail map and couldn't find it. We ended up calling Molly Eppard who didn't know of the work of art but is going to do some research and get in touch with the woman. Took many photos of families. Let guest use my cellphone to make important call as payphones were not working. Helped woman find lost family members. Helped disoriented CME passenger find her daughter in parking structure. Overheard couple w/ elderly parent say they were going to leave because there was too much walking in Vail. Told them that we had a wheelchair available (free of charge). They were thrilled and spent the morning exploring our "wonderful town." Helped elderly guest get luggage to CME. Helped lady find her contact lens which fell out on the bricks between here and the old Welcome Center. Helped guest figure out a store which she had been to years ago but couldn't remember name of. Saw a lady struggling on the stairs w/ a baby stroller (she didn't know about the elevator). Helped carry the stroller up the final '/2 flight of stairs. VA I ome Va I Li le N of h n q 0-) R August 2, 2016 - Page 331 of 4z Exhbit G1 Vallnfo, Helped an elderly lady (her family had gone on a Jeep tour) plan out her day. Made suggestions for meals, activities (Art Tour, Gardens & Movies) and gave general orientation to the town. She came back when her family got dropped off from their Jeep tour and said she had a marvelous day. Helped elderly lady carrying her packages up the stairs. Spent time with future bride giving suggestions for pre -wedding activities, etc. Helped couple locate Covered Bridge & took picture of them once they were there. It was 25 years ago today that the gentleman proposed to his wife at the Bridge. Helped guest locate lost cell phone. Helped guest find a gallery (couldn't remember name) that she loved on last visit to Vail. Helped an Executive Recruiter compile info to entice people to relocate to Vail area. Helped confused older gentleman locate his family. Helped Bride put together info for welcome bags. Helped guest locate their "stolen" car (they had parked in Solaris & had been looking for it in the VV structure. Helped tour bus passenger who was struggling w/ altitude & the stairs. Helping a guest navigate to Utah w/ map. Helped guest awaiting shuttle to Piney for a wedding find sewing kit to fix torn hem. Saw a woman struggling to walk (she had just had knee surgery) so approached her and told her we had a complimentary wheelchair which might make it easier to navigate the village. She was ecstatic. Helped Bride to Be & her Mom w/ suggestions for venues. Took family photo to be used in Christmas card. Helped elderly couple locate a friend who "lives in Vail" whom they hadn't seen in 25+ years. VAI oorre Va I Li le N of h n q 0-) P August 2, 2016 - Page 332 of 4z Exhbit G2 Vallnfo, Took group photo of the guests who were on a tour bus. This was their final stop before Denver Int'I Airport. Assisted handicapped lady w/ baggage from CME. Took a multi -generational family photo which will be used as a Christmas card. Helped a mother gather info on Vail for her child's school project. Took group photo of a bus tour group that stopped in Vail for a quick bathroom break. Helped handicapped person w/ their packages. Spent considerable amt of time with a young lady from Maine who is coming to work for Vail Resorts. Oriented her to bus system, town, etc. Took photo for a family Christmas card. Took a group photo for the visitors on a bus tour. Help guest contact wife (he had biked over from Copper and couldn't find her in Vail Village). Took photo of the bus tour group for their final picture before heading to DIA. Helped an elderly lady w/ her luggage as elevators in Transportation Ctr were out of order. Helped a foreign visitor communicate via iTranslate. Showed her how it worked and downloaded the app onto her Phone. Tried to help a ticketed Greyhound passenger find alternate travel to Denver. Guest had a ticket but Greyhound oversold the seats. Guest ended up returning to their friends home until another day. Helped foreign guests who didn't have a US cellphone contact their airline to try to reschedule flights since they were going to miss their flight. Took picture of a couple who hadn't been here in 25 years. VA I ome Va I Li le N of h n q 0-) P August 2, 2016 - Page 333 of 4z Exhbit G2 Val Info, Spent time w/ a Bride -to -Be discussing possible venues, etc. Helped a woman who was exploring possibilities for a family reunion in Vail next summer. Helped guest locate her lost cellphone. Helped guest locate "lost" car. Helped Bride -to -Be w/ maps for welcome bags. Printed out airline boarding pass for departing CME passenger. Helped a guest find the various AA meetings being held this week throughout the Valley. Helped guest find "that store" that sells special ornaments (Gilded Spruce). Had a couple stop by to book a room (got them a room at Sitzmark). They told me it was their 9" anniversary. After they left here (and before they arrived at the hotel), I called the Sitzmark to let them know that it was the arriving guests wedding anniversary. Helped Bride -to -Be w/ info for her wedding. We helped the couple remember the restaurant they had been to years ago so they could return [i.e. Red Lion] . Helped guest successfully track down lost item. Helped a teacher locate some Spanish brochures/info for her students. Took family photo for Xmas card. Helped distraught guest reach family members to advise of delay. Took photo of a new Vail Resorts employee to send to his Grandparents & parents. Wl Oam Va I Like N of h ng a Ea August 2, 2016 - Page 334 of 4z Exhbit G2 Vallnfo, Took a photo of a very excited new resident who had never seen snow before. Was going to send picture to her grandparents. Helped guest located their lost cellphone. Had two gentlemen from the Swiss press who were here to cover the Swiss Ski team training. They knew they were staying in condos in Vail, but had no idea where. I found the answer for them (Vail Racquet Club). Help guest locate friend who "works in a Vail Village store." Took a photo of a family w/ Covered Bridge/Vail in the background which they plan on using as their 2014 Holiday Card. Helped "totally lost" (their words, not mine) locate where they child was supposed to be for ski school. Helped a lady who was waiting for a guest to arrive on CME (van was 1.5 hours late) contact her guest. Helped guest contact their arriving guest who was on CME van. Helped a traveler rebook her plane ticket as she realized she would not make her flight (she thought DIA was less than an hour from Vail). Had a new Vail Resorts employee walk in who had no idea of where he was supposed to go. All he knew was that he had "employee housing somewhere." Didn't know where to report or anything. Helped him figure it out and he seemed happy w/ the assistance. Took family photo for use in Christmas card. Helped a very disoriented CME arrival find his friend who "worked somewhere in Vail." Helped a very confused new Vail Resorts employee find out where they were working/living, etc. Helped exhausted arriving CME elderly guest get comfortable w/ altitude (water, etc). VA I ome Va I Li le N of h n q 0-) R August 2, 2016 - Page 335 of 4z Exhbit G2 Val Info, Spent a fair amt of time w/ a guest who lives in Hawaii, currently vacation in Breck who came to Vail for the day. Not a skier, so wanted to plan out her day. Spent about 1/2 hour going over the lay of the land, activity suggestions, areas for taking phots, etc. Lady came back at end of day & was most appreciative of the time spent with her. Loved her time in our town. Had guest looking for info on ski school. Internet down, guest decided to leave. Found brochure in storage room and attempted (unsuccessfully) to locate guest Helped CME passenger w/ bags and printed out airline boarding pass. Helped a guest with car problems obtain help. Helped guest who missed CME shuttle (guest had wrong time written down) get on another shuttle. Helped calm down a guest who just backed her car into another vehicle on top deck of parking structure. Also, called dispatch to have an officer sent over to write up accident report, etc. Gave advice to person "totally overwhelmed" and therefore in shut -down mode by Christmas shopping. Took a video of a family which they then shared w/ their family in Brazil. Took a photo w/ my iPhone for a family from Mexico & emailed it to them. Their phone/camera was broken. Spent a lot of time trying to secure a reasonably priced hotel room for a lady who was having car trouble. She didn't feel her car was safe to drive over Vail Pass. Called many hotels but, due to the holiday weekend, was unable to find an acceptable rate for the guest. In the end, she ended up calling her daughter in Eagle who came to pick her up. She will spend the night in Eagle and get her car repaired tomorrow. Lady was very upset (crying) when she arrived, but was calmer and appreciated my efforts. Helped a family who had been dropped off from Breck find transportation back to Breck. They were told there was frequent, free transit between the two resorts. Helped a distraut father locate his lost daughter. VA I ome Va I Li le N of h n q 0-) R August 2, 2016 - Page 336 of 4z Exhbit G2 Helped guest contact & get rebooking on CME (CME had forgotten her). 2014 Vallnfo, Printed boarding passes for departing guests; Took photo of family w/ my iPhone and sent it by text to their friends back east. Helped family of 5 plan out their non -skiing day here in Vail. Tried to help guest w/ lost luggage get rental ski clothes, etc, but guest came back later and had opted to go to the Outlets in Silverthorne. Helped a gentleman decide where to propose to his girlfriend. Had a young lady come in to Welcome Ctr a bit upset because she lost her boyfriend (a beginner skier) on the mtn. She thought he had taken a wrong turn and ended up on a black diamond run. She was very concerned. I put her in contact w/ ski patrol who told her to wait a while, but that they didn't have any reports of an injured skier. We also called the ski rental shop where they had rented their skis to see if he had returned (he hadn't). She left, but took ski patrol number with her to try again later, if necessary. Had guests stop in looking for the Silverthorne Outlet Shuttle. Their hotel hadn't told them that reservations were required. Although they couldn't get on the morning shuttle, I was able to book them for the afternoon run. Helped a bride-to-be assemble info for guest welcome bags. Helped an elderly lady plan out her day while her family was skiing. She came back at end of the day to say what a great day she'd had in Vail. Found everyone so helpful & friendly. Helped 2 ladies who were late for the start of the Art Tour located where it was so they could join in. Helped a nice elderly lady plan out her day while her children/grandchildren were skiing. She had a great day and really enjoyed relaxing in the Vail Public Library. Printed out This Week In Vail for newly arriving guests. VA I ome Va I Li le N of h n q 0-) R August 2, 2016 - Page 337 of 4z Exhbit G2 Val Info, Helped woman locate "lost" husband & child. Helped parents of a bride-to-be assemble information for their guest welcome bags Helped guest track down lost cellphone and then charged it once retrieved. Helped a couple from CA stop in first thing in the morning looking for things to do besides skiing. Mapped out a whole range of things for them. The best part was they came back at end of day to say what a wonderful time they'd had. Gave assistance to a distraught guest who lost wallet & had no way to purchase food. Helped a property manager gather collateral for rental properties. Saw a family w/ elderly parent struggling on the stairs. Went out and told them about the elevator in the Transportation Center and also advised that we had a wheelchair for use free of charge. They were thrilled, appreciated my intervention and ended up using the wheelchair. Printed out boarding passes for departing CME passengers. Used iTranslate a lot to communicate with various foreign visitors; Also lent my phone w/ iTranslate to a guest so they could communicate with another guest. Helped foreign French guests figure out how to navigate to the various events (in French). Helped guest get assistance for keys locked in rental car. Helped elderly lady locate her daughter and grandson. Helped two arriving young girls locate their friends apartment who is "living somewhere in Vail." After numerous questions, determined their friend was living in employee housing at Timber Ridge. Directed them to the W. Vail Red Bus. Helped guest locate a lost purse. VAI oorre Va I Li le N of h n q 0-) R August 2, 2016 - Page 338 of 4z Exhbit G2 Val Info, Helped an elderly lady by carrying her many packages to her car. Helped an arriving guest try to track down her luggage that was not taken off the CME van when she was dropped off at Vail Transportation Center. Helped guest I saw struggling to walk by offering use of wheelchair. Helped gentleman plan a place to propose to his girlfriend today (Valentine's Day). Helped an arriving guest find flowers for his girlfriend. Helped frustrated departing guests contact Peak 1 Express when their vans were over 40 minutes late. Took outgoing mail over to Post Office after work as mail carrier never came by today. Helped a non-English speaking guest rebook their flights Assisted a guest in getting medical assistance at CO Mtn Medical rather than Emergency Room. Printed out boarding passes for departing guests and checked with airlines for flight delays. Had a guest with a shuttle pick-up that was late. Guest was getting nervous about catching flight. Called airline to check status and (luckily) her flight was delayed. Guest was relieved. Had a guest come in at 11 am looking for "airport shuttle." Turns out he didn't have a reservation and just thought they were continuously running free shuttles to Eagle Airport. I told him about ECO and started to place a call to CME. He said he didn't have time as his flight was departing 12:15. Called High Mtn Taxi and got him a cab right away. Told him there was no guarantee that he would make his flight. He was grateful for the cab. Spent considerable amount of time with a bride-to-be and her mother talking about venues, photo spots, gift bags, etc. Saw guest struggling up the stairs w/ a baby stroller. Helped carry it up the last flight of stairs. Wl 0am Va I Like N of li ng a Ea August 2, 2016 - Page 339 of 4z Exhbit G2 Val Info, Helped guest locate lost iPhone. Helped foreign guest rebook a flight. Helped guest locate "that store in Vail that sells specialized jewelry." Helped arriving guest with lost luggage get ski clothes, etc so they could start their vacation on time. Called several restaurants to try to make a reservation for a guest, they wanted an "on mountain" experienced, nothing at The 10th or Game Creek was available, going to Bistro 14. Spent time w/ a family from MN who were looking for ideas for a summer family reunion in Vail. Was able to get a guest on a shuttle to DIA who arrived here thinking that no reservation needed. CME sold out and was able to get him on a Peak 1 Express. Helped a family plan out various non -skiing activities for their week in Vail. Helped elderly gentleman and Granddaughter to ski museum to see 10th Mtn Division exhibit. Printed boarding passes and checked flight status for departing CME passengers. The guest who lost his parking ticket, I called the parking supervisor who came over to give him a new ticket. Spent a fair amt of time w/ a couple who were planning a summer family reunion here in Vail. Gave them lots of ideas for venues, activities, etc. They left very excited about returning this summer. Flagged down a departing van that was leaving while guest in restroom. Spent time helping a young girl gather information on Vail for a school report. Picked 2 huge wads of gum off the informational displays (the glass panels holding the What's Happening poster) and 1 off the floor that departing Greyhound customers had stuck there VAI oorre Va I Li le N of h n q 0-) R August 2, 2016 - Page 340 of 4z Exhbit G2 Va I I of o, Guest left phone in restroom. Saw guest entering garage on foot so went and gave them their phone. I helped a guest find his bicycle. He had left it behind The George, I called police dispatch and he was reunited with his bicycle. Saw group of guests who had one member struggling to walk. Went out and told them we had a free wheelchair which might make their time in Vail a bit easier. They were thrilled. Contacted guest (via phone number on her luggage tag) to tell her CME left her baggage on the sidewalk. CME sent a driver to pick the bags up. Had guest come in early in the day to pick up info on the Film Festival. We hadn't received any of the schedules yet but I told guest I would go to website. Guest said he could do that. I told him I expected to receive printed brochures/schedules shortly. Brochures arrived mid-afternoon so I called the guest. Guest came and picked up info and was very happy for my call. Printed out boarding passes & checked flight status for departing guests. Contacted town to put down sand or grit between Welcome Ctr & Trans. Ctr as snowmelt not working and many people were falling on the ice. Checked flight status/road conditions & printed boarding passes for departing guests. Helped a guest gather information for their child's school report on Vail. Bought bottle of water for guest who had lost their wallet. Helped guest track down lost iPhone. Helped guest rebook departing flight. Helped a guest, thru the use of iTranslate, communicate with rental car company. Wl Oam Va I Like N of h ng a Ea August 2, 2016 - Page 341 of 4z Exhbit G2 Va I I of o, Helped young Mexican child gather information for his school project on Vail and the 10`h Mtn Division. Helped guest get assistance to unlock his car (locked keys inside). Printed boarding passes and found out flight status for departing guest. Cleaned up men's room countertop which was quite dirty. Helped police locate lost dementia patient (he was sitting here in the Welcome Center). Took photo of young girl and sent it to her Grandfather who was last in Vail in 1965. Helped bride-to-be and her future Mother -in -Law gather info on Vail venues and summer activities. Helped young Mexican visitor gather information to write report on his visit to Vail. Had 3 separate Brides -to -Be and their parents who were looking for info on Vail and also for items to be put in Welcome Baskets. Helped couple book CME transportation to DIA and then called airline to find out about their carry -on baggage policy. Helped elderly lady get her luggage to her departing CME van. Helped disoriented elderly guest locate her family. Helped very drunk young female find a ride home. Helped gentleman gather info for a summer family reunion. Printed out boarding pass for departing guest, checked flight status & checked weather at their destination. Took photo of a group of ladies from FL which we e-mailed to their friends back home. Helped guest locate lost cellphone. Wl Oam Va I Like N of h ng a Ea August 2, 2016 - Page 342 of 4z Exhbit G3 Vallnfo, Co-worker went out of the building to recommend another park to a mother and daughter, after they had not been very enthused about the park they were inquiring. Spent fair amt of time w/ a couple from Phoenix that were in town to scout out lodging, etc for their "monumental" anniversary which will be in December. One guest lost his money and phone, we called the police and tried to put him in contact with his boss. Co-worker took fellow employee's check to her this morning. Guests were inquiring about driving through the village because they had a handicapped member of their group. Advised that it was not allowed but offered the wheelchair which they happily accepted. Took photo of couple from Sweden and e-mailed it to their family back home. I spent 20 minutes with one family letting them know what they can do for the day and a half they were in town for. We figured out what the noise in the wall was- it was coming from the handicapped toilet in the women's bathroom. Spent a fair amt of time w/ a guest who was putting together a package of information for friends who are planning to come to Vail next winter for a ski vacation Helped an upset guest by directing her to a shoe store. She was here to attend graduation and the heel broke off her shoe. Took a picture of guests. Took numerous photos of guests enjoying their time in Vail. Took video of/for a family from KY. Called around condos and hotel's trying to find a suite for a family of 3 with an autistic son. I took pictures for a group of women. VAI oorre Va I Li le N of h n q 0-) R August 2, 2016 - Page 343 of 4z Exhbit G3 Val Info, Took numerous group photos. Had Mother of the Bride come to get TOV maps for Welcome Bags. Carried the maps to car for her. Helped guest obtain service for a car that was "acting up." Helped guest gather info for upcoming family reunion. Helped a guest get water for his dog since there are no dog bowls here, I fashioned one out of a paper plate. Checked flight status and printed boarding pass for departing guest. Helped guest try to locate "lost" vehicle. Printed out TWIV for a couple of families that were just arriving in town. Took video on my phone of a family and sent it to their relatives back home. Helped guest w/ info for possible future family reunion in Vail. Called CME for information on when shuttle will arrive. Woman took pictures of me at the desk for reference to help with the sculpture contest Spent fair amt of time w/ parents of a future bride. They were here to check out the wedding venue their daughter had selected (Donovan Pavilion). They also had questions regarding transportation and parking for their guests. Was successful in getting a taxi to Copper Mtn for a worn out biker - he had biked from Copper-Leadville-Vail and was just too tired to bike up Vail Pass. Helped group of lacrosse players & their families plan out their week of activities; Printed out TWIV to show them all that's going on. Helped guest get assistance for lost rental car keys. Guest had left mail that "had to get out" but mail carrier never came by today. Took mail to post office on my way home. Wl Oam Va I Like N of h ng a Ea August 2, 2016 - Page 344 of 4z Exhbit G3 Vallnfo, Helped gentleman try to locate MetroPCS store (unsuccessfully) so he could reload $$ on to his cellphone. In the end, he used computer to pay his acct. Guest most appreciative. One girl was in here and I lent her my phone so she could call her grandma, who wasn't picking up at the time. Took family photos. Printed out copies of This Week in Vail for arriving guests and helped them plan out their week (they had no idea what to do in Vail during the summer). Also provided a couple of future brides w/ collateral for their Welcome Bags. Eric Olson & I reviewed the videotapes from the cameras in Transportation Ctr & Vail Village looking for a reported missing 56 year old woman suffering from Alzheimer's. Offered guest wheelchair which made them decide to explore TOV. Helped family plan out their whole week of activities. They arrived in Vail for a week and didn't know if there was anything to do here in the summer. I took a picture for a couple outside of the building. Printed out This Week in Vail for arriving families and help plan out their activities for the week. Printed out copies of This Week in Vail and Boarding Passes for guests who had no computer access. Provided info to a couple who were thinking about doing a winter ski family reunion in Vail. Had guest who was not going to explore Vail as she was on crutches and a bit "annoyed" that she couldn't drive through the Village. Gave her the wheelchair and recommended route through town. She was thrilled and, when she came back, said she had a marvelous time. VA I ome Va I Li le N of h n q 0-) R August 2, 2016 - Page 345 of 4z Exhbit G3 Vallnfo, One family needed to know how they could transport their two children around, I sent them to Lionshead for the Chariot Stroller. Gave out Eco bus information to many wanting to go to Avon. Helped family plan out entire week of activities. They arrived here in Vail for a week of vacation and had no idea if there was anything to do in the summer. Printed out This Week in Vail for arriving guests. Spent time w/ guest who was thinking of moving to the area. Talked about housing, job opportunities, activites. Printed out copies of This Week in Vail for 2 arriving families who were here for a week of vacation and had no idea if there was anything to do in Vail during the summer. Spent time w/ family planning out activities for the next 4 days. Helped one couple find where they were staying, left paperwork at home. They were at Gasthof Gramshammer, the key was when she said it was hard to pronounce. Helped an older couple gather info, etc for their family reunion occurring in Vail in 2 weeks. Spent considerable amt of time w/ 2 guests from Denver who are here for the week. Helped them plan activities and gave them printout of This Week in Vail. They were most appreciative. Printed out This Week in Vail for arriving guests who had no computer access. Spent time w/ a future Bride (wedding next summer) talking about venues, pre -wedding activities, etc. Printed out This Week in Vail for a number of arriving guests who did not have computer access. Saw guest struggling to get around so went out and offered them our wheelchair. One guest was having an extremely difficult breathing after climbing the stairs, I offered her water and sat with her until the distress had disappated. VA I ome Va I Li le N of h n q 0-) R August 2, 2016 - Page 346 of 4z Exhbit G3 Val Info, Printed out This Week in Vail for arriving guests. Helped family plan out a week of "family -fun" activities. The guest that parked in Solaris, I advised them to move their car as quickly as possible, so they wouldn't incur big costs., Also, I arranged for a young woman, who has ridden her bike across country, starting in NY, to be interviewed by the Daily. One guest who can not walk, is staying at Austria House. I contacted their concierge to arrange a ride for them to Bravo tonight. Helped a gentleman w/ ideas for a winter family reunion in Vail. Printed boarding passes and got traffic updates for departing guests; Also printed out This Week in Vail for a couple of arriving families. Printed out This Week in Vail for arriving guests. Helped guests navigate the Dance Festival website. Spent time w/ guest planning out their entire week of activities. They arrived here for a week and didn't know if there was anything to do here in the summer. Had an unhappy guest about Solaris parking. Offered to take her name and pass it on to town .... didn't want to do it. Kept saying "can't you do something?" Finally offered to give her the $25 from my own pocket. She said she wouldn't take the entire $25 but would take $20. One family had very elderly parents and although they want to use the wheelchair, wanted to get close enough so the parents could experience a little of Vail. I told them about the Hansen Ranch Rd. drop-off and they were thrilled. Helped guest track down lost cellphone. Helped guest get in contact with family member who was taken to Vail Valley Medical Center. Helped a couple gather info on venues/activities for a summer 2016 family reunion. VA I ome Va I Li le N of h n q 0-) P August 2, 2016 - Page 347 of 4z Exhbit G3 Va I I of o, Helped guest track down an old college roommate that lives "somewhere near Vail." Helped elderly couple plan out an entire week of "senior friendly" activities. Tried (unsuccessfully) to help guest locate lost cell phone. Spent time w/ a Sept Bride explaining town bus system, etc. Helped guest gather items to put in Welcome Bags. Spent time on phone with a guest who will be coming to Vail for a wedding in late Sept. Went over lodging options, activity suggestions, transportation recommendations, etc Helped guest locate their lost car. Discussed options for a summer family reunion (next year) with an elderly couple. Helped guest try to locate long ago college friend who "lives somewhere near Vail." Spent time w/ a guest on the phone to help them plan a trip to Vail for next year. Talked about activities, events, lodging, air travel, etc and then contacted Vail Valley Partnership to ship them a Visitors Guide. Helped out guest on telephone to plan out activities, etc for upcoming (late Sept) trip to Vail. Spent considerable amt of time assisting guest who who was supposed to be on a 9:55 CME to DIA. CME lost her reservation and therefore left without her. Helped her contact CME, American Airlines and get rebooked on later flight. Process took the entire morning. Helped tour bus operator figure out Vail. Printed out boarding pass for departing guest who was nervous about having enough time at airport to check-in, etc. Printed out This Week in Vail for arriving guests. Helped annoyed guest (annoyed at gondola/Adventure Ridge closure) who had driven to Vail for sole purpose of riding gondola & Adventure Ridge find alternative activities. Wl Oam Va I Like N of fi ng a Ea August 2, 2016 - Page 348 of 4z Exhbit G3 Val Info, Helped guest w/ ideas for upcoming marriage proposal. Helped plan out activities for a couple during the upcoming "slow" week. When I arrived at the Welcome Ctr this morning there were two young people waiting outside. I assumed they were waiting for the Bustang (they had luggage, etc) so I asked if they were waiting for the bus. Yes, they were. I informed them that since it was Labor Day that the Bustang would not be running. Naturally they were upset. They asked what other options were available to downtown Denver. Told them Greyhound or possibly CME. The Greyhound time (4 something in the afternoon) was not convenient for them. Called CME and got them on a 10:25am to downtown Denver. They were thrilled. Helped tour guide get oriented to town so he would appear knowledgeable to his passengers. Helped telephone caller w/ directions on how to get into Vail. Helped guest locate "lost" family member. Spent considerable amount of time with a young couple who are visiting for 3 days and had no idea of what they could do. Helped map out various fair & foul weather suggestions. Helped an elderly couple plan out an "easy day in Vail." Had a guest call first thing this morning to see if gondola was running. Told her yes along with the hours. Upon reflection, got concerned that maybe she was also talking about daily rides so I called her back to clarify that gondolas were only running on Fri/Sat/Sun. My intuition was correct, as she was planning on coming up on Wed. She was most appreciative that I called her back. iTranslate enabled me to communicate w/ French visitors. Helped couple plan off-season activities. Had a number of guests inquiring about Restaurant Week. We have not yet received brochures on the specials, so printed out the details from the Restaurant Week website (diningataltitude.com). VtI aim Va I Like N of li ng a Ea August 2, 2016 - Page 349 of 4z Exhbit G3 Val Info, Helped Mother of the Bride gather collateral for 70 welcome bags. Had guest call early this morning to say he had left a package on level 3 of the parking structure. I went and tried to find it and advised guest to try TOV Lost & Found. Helped guest track down lost cellphone. Used iTranslate to communicate w/ Japanese guests. Printed out listing of Restaurant Week specials for arriving guests. Put guest in contact with pharmacy to have lost RX refilled. For today, handing out Vail bags to people who have their hands full. Printed out This Week in Vail for arriving guests. Helped guest track down lost iPhone. Tried to help guest locate a college friend he hadn't seen in 25+ years. Helped guest find a specific postcard by calling around to various stores. Saw person struggling to get around and went out and offered them a wheelchair (which they declined). Had guest doubting me about a restaurant closure. They were going to go there because they knew it was open. Called restaurant after they walked out to verify my information. I was correct. Caught them on the stairs and relayed the information. They were most grateful. Helped guest locate friend she had "lost" in the Village. Took picture of family for their Holiday card. Tracked down owner of a lost cellphone. Helped Mother of a future bride with information on venues, transportation, etc. VA I ome Va I Li le N of h n q 0-) August 2, 2016 - Page 350 of 4z Exhbit G3 Vallnfo, Helped a young couple plan out their week in Vail. They came here without any idea of what we had to offer and what activities they could partake in this week. Called around and got them info/pricing on rafting, jeep tours, ziplining, etc. We all helped a sommelier who was looking for a job w/ suggestions on contacts and proper dress for his job hunting in Vail. Helped a couple find activities for their grandchildren . Helped guest track down lost Phone. Helped couple w/ ideas for a summer family reunion in Vail. Called around to find out where a guest could by a Visa gift card (did not want to have to go to West Vail). Called to various stores to help a handicapped person find specific gift so they wouldn't have to go store -to -store. Helped a Mom do an emergency repair to Halloween costume. Helped gentleman find car which he knew "had been stolen" from the garage. He had simply forgotten where he parked. Helped guest w/ suggestions for "Vail Christmas Gifts." Helped guest get assistance for his vehicle. Assisted guest in locating lost cellphone. Helped spouse of conference attendee find activities to occupy her time while husband in meetings. Helped guest contact, & then direct, his pickup from the Vail Transportation Center (his driver was completely lost) Enthusiastic food descriptions & recommendations given to Guests. Helped guest contact shuttle driver to retrieve cellphone left in van. VAI oorre Va I Li le N of h n q 0-) R August 2, 2016 - Page 351 of 4z Exhbit G3 Val Info, Took photo of a family for their Holiday card. Walked around Trans. Ctr trying to locate lost cell phone for a caller from Oklahoma. Helped guest find better tires for their car. Delicious food descriptions given upon request. Helped guest locate lost friend. Helped guest who lost car keys get assistance via AAA and upgraded her AAA membership to enable towing to Denver. Had a guest come in who was driving across country and broke a crown on her tooth. Called around to various dentists and got her an appt to have it repaired this afternoon/ Had a Greyhound customer who was left behind while in the restroom. Took him over to the Greyhound office and they were able to contact the bus which returned to Vail to pick him up. Both guests extremely pleased with the assistance provided. Helped guest locate a bank that would exchange Yen for Dollars. Had a guest who lost car keys and she was worried that she would have to pay for parking (her initial intent was to be out within 2 hrs). Called the parking office and she explained her situation. They were going to waive the parking fees until she could get her car keys. Enthusiastic Restaurant Recommendations. Helped guest track down lost wallet. Helped a woman plan out activities for the week for her young children. Helped guest figure out what to do w/ small children (i.e. Imagination Station). Helped guest locate "lost" friend. Helped guest locate a specific gift item by calling around to various stores. VA I ome Va I Li le N of h n q 0-) August 2, 2016 - Page 352 of 4z Exhbit G4 Called various shops to help guest find a specific Christmas ornament. Helped guest track down a friend. Helped guest find lost cellphone. Printed out boarding pass for departing guest. Printed out This Week in Vail for newly arriving guests. Va I I of o, Helped a young Mom w/ suggestions to entertain her children (i.e. Imagination Station, movies, library, etc). Helped guest w/ suggestions for "Vail" Christmas presents. Helped a guest whose baggage did not arrive locate ski clothing so they could enjoy the fresh powder. Had a group of SMU students who "missed" their ski class today and wondered what they could do to fill their time. Gave them suggestions (tubing, snowmobiling, bowling, movies) and got them booked into a snowmobile tour w/ Sage Outdoor Adventures. Helped a newly arriving Vail Resorts employee figure out where they needed to go to pick up housing, passes, etc. They arrived in US w/ absolutely NO information. Helped family plan special week for their children. Printed out boarding passes and This Week in Vail for numerous guests. Helped guest track down "missing" friend. Helped family plan out a full day of fun activities. Saw guest struggling on crutches and went out and offered them a wheelchair. Printed out Boarding Passes and This Week in Vail for guests. Called various stores to help guest find specific gift. This way they did not have to go store to store in the cold. Wl 0am Va I Like N of h ng a Ea August 2, 2016 - Page 353 of 4z Exh b i t G4 Helped a Mother locate her lost child. Tracked down owner of lost wallet/cellphone. 2015 Tracked down owner of lost cellphone. Printed out This Week in Vail for newly arriving guests. Helped elderly guest with her luggage. Tracked down guest who left pair of glasses in Welcome Center. Helped non -skiing honeymooners plan out a week of activities. Va I I of o, Helped, in great detail, get a family oriented and set up with activities for the week. Called around to several restaurants to help guest find specific entree. Had a guest come in who was asking where to buy ski jacket as he had left his back at his lodge. He didn't really want to buy a new one, so I recommended he go to American Ski Exchange where they rent clothing. He came back at end of the day absolutely thrilled with my suggestion. His cost was $11 for the day vs. $300+ for a new coat. Helped a recently injured guest find alternative activities to skiing for the remainder of his trip. Helped lady track down her "lost" children. Tracked down 3 separate owners of lost iPhones. Had guest come in looking for transportation to EGE. Just missed the ECO bus. Tried cab companies, but no availability for over an hour. Didn't have time to wait. Found someone to drive guest to EGE. Contacted guest who left cellphone on sofa in Welcome Ctr. Wl Oam Va I Like N of h ng a Ea August 2, 2016 - Page 354 of 4z Exhbit G4 Val Info, "Saved the day" for a guest — their luggage was lost and, therefore, they didn't have ski clothes. Told them about clothing rentals at American Ski Exchange. They were thrilled. Tracked down owner of lost cellphone/wallet. Had an Australian guest whose Mother got hurt on mtn yesterday. She needed place to print out medical forms, scan documents, contact ski patrol for accident report, etc. Provided those services to her. She was very pleased in our ability to help her out. Helped guest locate "lost" car. Saw guest struggling to get around on crutches and offered them our wheelchair. Printed out "This Week in Vail" for newly arriving guests as well as boarding passes for departing guests. Helped track down owners of 2 lost cellphones. Couple got dropped off by CME and wanted cab to Manor Vail (too much luggage to take in -town bus). I called Manor Vail directly and got them to send their vehicle over to pick up guests. The guests were thrilled at saving cab money and hadn't thought of asking hotel to pick them up. Very pleased w/ my recommendation/actions. Also helped same couple w/ numerous restaurant suggestions and spent time while waiting for the car to explain mtn, town, etc. Helped numerous guests w/ airlines inquiries and trying to rebook flights. Spent considerable amount of time (30+ minutes) explaining mtn and town to a guest. Helped guest w/ information about possible summer family reunion in Vail. Saved guest $ by calling for hotel to pick up the guest rather than taking a cab. Helped guest track down "missing" friends. Helped newly arriving guest connect with her friend who works "in some jewelry store in Vail." Wl OJM Va I Like N of h ng a Ea August 2, 2016 - Page 355 of 4z Exh b i t G4 Vallnfo, Had a guest come in who was inquiring about art galleries. Was interested in a specific artist. Mentioned his name and I knew exactly which gallery carried the artist's work. Guest was impressed. Helped non -skiers plan out their entire day in Vail (took considerable amt of time). Had a guest get off CME and he forgot to get his luggage. We called CME and they had the driver turn around and come drop of guests luggage. Helped guest arrange a surprise dinner at Terra Bistro. Helped guest w/ Valentine gift idea for his girlfriend. Helped guest reconnect w/ family member that they lost somewhere in town. Had a family come back numerous times with issues including child having altitude sickness and the family not liking the accommodations they had booked on-line. Helped them with altitude sickness suggestions and provided them with necessary stuff to clean up after their child got sick to his stomach from the altitude. They came back at end of day to thank me for all the help and the suggestions to talk to pharmacist or Colorado Mtn Medical. They also had looked at a number of properties on-line and came asking for opinions on each one of them. Helped guest relay detour driving directions from Glenwood to Vail. Helped young couple plan out their multi -day stay in Vail and also gave them money- saving info on getting to Eagle County Airport (they were originally thinking of CME but @ $50/person were a bit shell shocked. Suggested ECO bus at $4/person. They were ecstatic and most appreciative). Helped guest w/ suggestions for venues for future wedding. Printed out boarding passes for departing guests. Helped a guest plan out entire day of non -skiing activities while her husband and children went skiing/snowboarding. Came back later in day and thanked me for the suggestions .... had a great day exploring Vail. Printed out Greyhound tickets for departing guests as Greyhound/ECO bus printer broken. VA I ome Va I Li le N of h n q 0-) R August 2, 2016 - Page 356 of 4z Exh b i t G4 Vallnfo, Helped newly arriving guests connect with their friends at "some bar in Vail Village." Called Red Lion and located their friends. Tracked down guest who had left cellphone in Welcome Center. Helped guest rebook flight as they overslept and missed their ride to Denver. Spent fair amt of time with a guest outlining suggestions for venues/activities, etc for a summer family reunion. Had a wallet turned in. Called dispatch. They called back and said the owner had called Police Dept to report missing wallet. Guest was on way to DIA. I contacted guest by phone and arranged to have wallet mailed to their home in Dallas. Helped guest contact airline to reschedule flight due to road conditions — guest was extremely nervous about getting to DIA. Printed out boarding passes for departing guests. Helped guest track down lost cellphone thru use of Locate My iPhone. Helped an multi -generational family w/ ideas for a summer family reunion in Vail. Printed out boarding passes for departing guests. Helped guest contact airline to try and reschedule flights due to road closure. Helped guest rearrange their travel after being stranded in Vail overnight due to 1-70 closure. Spent fair amt of time w/ a family from TX. They had stopped at the CO Welcome Ctr in Georgetown and they said the woman tried to dissuade them from stopping in Vail because it is "so expensive." They arrived here just after 3:00 so I told them parking was free and that they could ride the LH gondola for free after 3:30. They were SO excited. Tried to find them a room, but rooms were outside of their budget. Helped a non -skier plan out her day while her husband and kids went skiing. Came back at end of the day to say she had a FANTASTIC day. VA I ome Va I Li le N of h n q 0-) P August 2, 2016 - Page 357 of 4z Exhbit G4 Val Info, Tracked down owner of lost cellphone. Assisted a guest who was left behind by the Greyhound (bus pulled out while he was in restroom). Got him rebooked on later and put him in touch w/ Greyhound about his luggage that was on the bus. Spent fair amt of time w/ a family from St Louis who were trying to get to DIA. Helped them contact airline about rescheduling (nothing available until Sat) and also suggested flying out of EGE. In the end they decided to return to Aspen (tried to get them a room here but they said they'd go back to Aspen where they had free accommodations) and were planning to drive back to St Louis once storm passed and road reopened. Had guest come in looking for nearby place to purchase chocolate Easter egg for her child. I had one in my bag and gave it to her. She was speechless. Had guest arrive for the day w/ a dog and helped her locate a daycare facility for it. Tracked down owner of lost camera. Helped guest contact AAA (and calm her down) after she blew her tire. Helped totally "disoriented" guest reunite w/ her friends. Printed out boarding passes and got flight departure information for departing guests. Helped guest plan out a day of non -skiing activities. Guest returned at end of day to say they had a wonderful time in Vail. Helped guest reconnect with lost family member. Helped 3 different sets of guests who were having car trouble get assistance. Helped guest who had left wallet at home. Tracked down owner of lost cellphone. Printed out TWIV for newly arriving guest. Printed out boarding pass for departing guest. VA I ome Va I Li le N of h n q 0-) R August 2, 2016 - Page 358 of 4z Exhbit G4 Val Info, Charged a Guest's phone and let them use my phone Walked elderly man who couldn't speak English to Greyhound ticket office and helped him buy a ticket. Helped guest locate lost cellphone through the "Find My I -Phone" app. Printed out boarding pass for departing guest after calling airline to see if their flight was still operating today (there had been a lot of cancelled flights due to weather). Helped guests locate lost items. Helped non-English speaking guest deal w/ Greyhound phone personnel. Acted as interpreter between Greyhound passenger & driver. I let a Guest use my personal cell phone to make a Reservation on Greyhound. Let a GH Passenger send their e -ticket to my personal email so we could print buss ticket be GH Office is closed. Had guest forward their Greyhound ticket to me so I could print it out for them. Spent a good 25 minutes w/ a future bride & groom talking about potential venues for an August wedding. Printed out Greyhound tickets after guest e-mailed me their ticket link. Printed out tickets for Greyhound passengers. Printed out Greyhound tickets and helped diffuse anger about bus office closure. Printed out tickets for Greyhound passengers & used www.bustracker.greyhound.com to see if buses on schedule. I made a Greyhound Reservation for a Spanish speaking Lady who needed help... Made a Greyhound Reservation for a Guest b/c we could not find the Office Attendant. Wl 0am Va I Like N of h ng a Ea August 2, 2016 - Page 359 of 4z Exhbit G4 Va I I of o, Saw elderly couple struggling w/ luggage so went and helped them get it from their car to CME pickup point. ,. 40�• Val Like Nothnq Cr Ea August 2, 2016 - Page 360 of 4z Exhbit G4 .40A10 Va I I of o, Va I Like N of fi n g a Ea August 2, 2016 - Page 361 of Exhbit G4 .40A10 Va I I of o, Va I Like N of fi n g a Ea August 2, 2016 - Page 362 of WELCOME CENTERS/HOST PROGRAM RFP EVALUATION CONSIDERATONS 1. Vision Alignment a. Welcome Center and Host Program Vision. How well does the proposal set forth and articulate an approach to fulfilling the Town of Vail's vision of 5 -Star Guest Experience in management of the Welcome Center and Host Program? b. Understanding of Guest Service. Does the proposal reflect a deep understanding of 5 -star customer service, what it is, how to deliver it and how to measure? C. Vail Community Integration. How well does the proposal reflect knowledge of the key organizations with which the contractor must partner for a seamless guest experience? Does the proposal describe how the contractor plans to work with these organizations? 2. Qualifications a. Completeness of Proposal. Is the proposal professionally organized and prepared? Does it satisfactorily address the requirements of Part 1, Part 2 and Part 3? Are 3 references provided? b. Key personnel Does the company's management team have relevant skills, experience and operational infrastructure to support this endeavor? c. Ability to Perform Does the contractor communicate a sense of commitment to the success of the contract? Are there concerns that would inhibit the contractor's ability to perform? 3. Proposed Business Plan a. Description of services provided Level of detail & innovation in which customer -centric services and programs are presented b. Guest service focus Describes ways to elevate customer service programs in conjunction with the Vail Brand C. Staffing plan for employees and hosts To what level was scheduling, compensation, recruiting & retention plan, day-to- day operations and recognition programs for employees/volunteers described d. Value (cost vs. services) Includes itemized inventory of all associated costs, correlation between services and value, competiveness of pricing August 2, 2016 - Page 363 of 4z TOWN OF VAIL Town of Vail Request for Proposals MANAGEMENT OF TOWN OF VAIL WELCOME CENTERS, THE VOLUNTEER COMMUNITY HOST PROGRAM AND GUEST WELCOME SERVICES PROGRAM Town Manager's Office Overview This is a request for proposals to aid the Town of Vail (TOV) in identifying and securing the services of an enterprise partner capable of: 1. Operational management of Vail's Welcome Centers and the Volunteer Community Host Program 2. Utilizing the Welcome Centers and Volunteer Community Host Program to build an enhanced Guest Welcome Services Program by engaging community partners, (e.g. Vail Chamber and Business Association, Vail Resorts, Inc., Vail Recreation District, the Vail Valley Foundation, Betty Ford Alpine Gardens, Walking Mountains Science Center, music, culinary and athletic event producers, etc.,) in point -of -contact outreach to overnight guests, drop-in day visitors and residents for the benefit of the Town, the community and local businesses 3. Ongoing creation and recommendation of updates to guest service strategies and tactics as opportunities arise to project the Vail brand at the point of contact 4. Gathering and regularly reporting relevant metrics, e.g., Net Promoter Score (NPS) or other relevant system that demonstrates, enumerates and analyzes Guest Welcome Services Program effectiveness The Town of Vail seeks to engage with a firm on a one-year scope of work beginning October 1, 2016. The operator will have an opportunity to renew the contract for an additional two years based on exceptional performance. Current Situation The Welcome Centers are the pillars of Vail's ongoing Guest Enhancement Initiative which aspires to produce a measureable differentiation between Vail and its competitors in how guests are welcomed and cared for. The Welcome Centers serve to provide a seamless, singular communications portal for guest relations and services. With a mix of personal interactions and state-of-the-art technology, the Welcome Centers create a setting for a better informed and more comfortable guest. In doing so, the Welcome Centers significantly contribute to Vail's economic vitality. Lionshead Welcome Center. The Lionshead Welcome Center opened in May 2012. Located on the ground level of this three-story building, the Welcome Center contains a 260 square foot August 2, 2016 - Page 364 of 4z TOV Welcome Center RFP — May 19, 2016 secured greeting area which overlooks an additional 3,250 square foot open air day -lodge that contains seating, a fireplace, restrooms and lockers at the east end. Capacity is 389. One of the focal points in this Welcome Center is a large media wall that displays videos, photographs and information to connect guests with Vail's brand personality. A touch -screen "virtual concierge" is located close to the southwest entrance and is available as an additional information tool as guests are waiting for assistance from the staff. From 2012 to 2015, annual visitation to the Lionshead Welcome Center has averaged 43,000 guests, according to reports prepared by the contractor. These direct contacts are made with approximately 1 out of 10 people accessing the space. Electronic door count readings in 2015 recorded annual visitation of 357,662. (Note: Numerous variables apply to door count readings, including counting of cleaning and maintenance staff, bus patrons and various other people not using Welcome Center services). This space has recently been used for several ancillary activities, including a town -sponsored community open house, a film screening and a reception. These activities have shown the potential for additional programming. Vail Village Welcome Center. The Vail Village Welcome Center is a 950 square foot space located on the top level of the Vail Transportation Center. In 2014, the space was remodeled and adjoining restrooms were added to the east side of the building. Overall capacity is 125. From 2012 to 2015, annual visitation to the Vail Village Welcome Center has averaged 44,000 guests, according to reports prepared by the contractor. Electronic door count readings recorded 140,163 users in 2015. While smaller, this space has the potential for after-hours ancillary programming. Welcome Center Employees and Vail Host Program. The Town of Vail utilizes paid staff and volunteers that work indoors at the Welcome Centers as well as outdoors throughout the villages. Paid employees receive an hourly wage, as determined by the contractor, and are employees of the contractor, not the Town of Vail. As a complement to the paid employees, the Town of Vail relies on a robust Host Program, which places volunteers throughout multiple locations in Vail to be on -the -spot ambassadors for the Town. These hosts are tasked with greeting visitors, distributing handouts and information materials and responding to a range of questions from wayfinding to special events. Overall guest contacts by the hosts have averaged 62,500 annually since 2012, with the number of contacts expanding to 78,500 in 2015 as a result of daily staffing during the winter season. The potential for daily staffing during the summer season is under review. 2016 Obiective TOV is seeking a partner who can effectively deliver a five-star customer experience. Suggested 2016 Goals August 2, 2016 - Page 365 of 4z TOV Welcome Center RFP — May 19, 2016 Applicants are encouraged to demonstrate thoughtfulness regarding the following suggested goals: 1. Successfully establish and consistently deliver five-star customer service so that the guest experience is seamless across all Vail entities. 2. Increase guest satisfaction and brand loyalty. 3. Encourage repeat visitation. 4. Increase value of the Guest Welcome Services Program to local enterprises by establishing ad hoc promotional partnerships. 5. Increase Welcome Center value to the local lodging sector through guest referrals and direct bookings where opportunities arise. 6. Enhance value of the Vail brand through complementary messaging and programming investments. Scope of Work The scope of services will include: o Daily operation of the Welcome Centers o Year-round operation of the Vail Host Program o Creation and daily management of a Guest Welcome Services Program The selected contractor should demonstrate the ability to deliver on these and recommend other suggestions: 1. Recruiting, retaining, managing and optimizing paid and volunteer staff. As previously outlined, the Town of Vail is seeking a contractor to assume all responsibilities related to the human resource management of paid staff and volunteer staff that serve in a customer service capacity. The contractor should demonstrate the ability to: • Establish a compensation model for paid staff, including considerations for employee recognition. • Create a recruiting plan that will seek to attract staff and volunteers that are aligned with the Vail brand and equipped to deliver customer service in a way that meets the diverse needs of our visitors. This may include specific recruiting efforts of multi-lingual staff. • Provide recommendations for hours of operation for the Welcome Centers and accompanying staffing plan. • Develop a staffing plan for the Host Program, a communications and deployment model that would allow Hosts to be utilized to meet the most urgent customer service needs in the Town of Vail. • Define scope and responsibilities of Community Hosts with an emphasis on "on your feet" thinking about ways to identify visitor needs and anticipate added means of delighting visitors with the Vail experience from first contact to reported satisfaction after their visit/stay. August 2, 2016 - Page 366 of 4z TOV Welcome Center RFP — May 19, 2016 2. Developing and delivering customer -centric service and programs. The Vail Welcome Center programming and operations shall reflect the Vail Town Council's goal of the delivery of exceptional guest service. The contractor should demonstrate the ability to: • Develop and implement a training program for all paid staff and volunteer staff which equips them to deliver five-star customer service as well as accurately communicate the characteristics of the Vail brand. • Establish and maintain a short -form database to capture visitor contact information and determine reason(s) for visit • Work with the Town of Vail to ensure training and optimal use of the technology and tools inside the Welcome Centers, including the media wall and touch - screen monitor as well as external tools, such as iPads, Vail apps, etc. • Deliver daily guest services with welcoming, friendly, personalized assistance in a way that reflects the Vail brand by meeting or exceeding service expectations and encouraging repeat visits to the Welcome Centers. Specific services provided may include: • Wayfinding/Orientation • Personal Itineraries • Commission free lodging reservations • Activity suggestions/Ticket sales • Event Schedules/Tickets • Assemble, produce and regularly update a master event calendar and other guest -related materials in static and digital real-time formats according to criteria established by the Town of Vail. • Ensure that all customer service staff are current in their knowledge of this calendar and activities in Vail so that the Welcome Centers provide a comprehensive one-stop shop to meet guests' information and programming needs. • Create customer relationship management programs that encourage: • Social media engagement • Referrals from guests to others in their networks • Deeper engagement with the Vail brand, the Town of Vail and Vail businesses • Increased loyalty and return visits to Vail Provide recommendations to Town of Vail on creative and novel programming in the Welcome Centers that support the Town's objectives (e.g. promoting Vail's 50th birthday). 3. Building and nurturing relationships with the Vail community, to demonstrate the ability to: • Create partnerships and alliances with Town staff, Vail Resorts, Vail Local Marketing District Advisory Council, Commission on Special Events, event promoters, chambers and others. D August 2, 2016 - Page 367 of 4z TOV Welcome Center RFP — May 19, 2016 Engage with the brand implementation efforts that will be led by the Vail Local Marketing District and integrate the Vail brand throughout all communications and social media channels within the purview of this engagement. Coordinate with other guest -focused initiatives directed by the Town of Vail, including: • Wayfinding enhancements • Parking and transit • Events • Walking tours • Guest services training and recognition, including integration with other programs and a rewards program to align with the Vail brand and its 5 - star service expectations • Marketing and communications and digital media Engage Vail residents, business owners, employees and others in elevating guest services across the community perhaps by conducting regular service briefings highlighting lessons learned and identifying new opportunities Act as partner with and representative of the Town of Vail by establishing clear and open channels of communication, ensuring all interactions with the Vail community positively reflect the Town and its commitment to enhancing guest service. 4. Maintaining appearance of Welcome Centers. The Welcome Center facilities are provided at no charge to the contractor. Building maintenance, regular cleaning of the public areas, utilities, snow removal and exterior trash pick up are provided by the Town of Vail. Specifically, maintenance of the interior premises will be provided in a pristine condition, including floors, windows, furniture, equipment and decorations. The contractor shall demonstrate the ability to: • Address immediate safety hazards, including mopping up spills on the floor and other urgent matters, such as replenishing toilet paper in the restrooms, when delays would otherwise cause a negative guest experience • Notify Town of Vail maintenance staff to report problems or concerns • Clean office space and back -of -house areas • Establish guidance on suitable attire or provide uniforms for hosts and employees as well as coordinated nametags 5. Equipment, Furnishings and Technology. All equipment and/or furnishings purchased with funds from the Town of Vail shall remain in ownership with the municipality. Information technology services will be provided by the Town of Vail to include hardware, software, telecommunications and training support. This includes a proprietary web based reservation system which is owned by the Town and programming of existing and future technology. August 2, 2016 - Page 368 of 4z TOV Welcome Center RFP — May 19, 2016 The contractor shall demonstrate the ability to provide any additional services, furnishings and equipment not already included at Welcome Centers. 6. Developing and implementing a performance measurement model for individuals and the collective staff. To ensure that the customer service programs are having a measurable impact, the contractor will demonstrate the ability to propose and implement a measurement model to gauge individual staff performance as well as the overall impact of service initiatives on customer satisfaction. In addition to the performance standards and scope of work identified in this RFP, considerations should be made to ensure quantitative and/or qualitative measurement of: • Volume of guests served • Volume of bookings and referrals • Guest use patterns and utilization of the Welcome Centers • Guest satisfaction and loyalty (Net Promoter Score or other measure) • Individual employee performance In addition to measures related to the guest experience, the Town of Vail wishes to ensure a high degree of fidelity to other aspects of this contract, e.g.: Coordination and collaboration with Town of Vail and all other guest services entities • Innovation and creativity on the part of the contractor • Community integration, buy -in and participation Proposal Requirements Written Content. Proposals should include your company's plans to address each of the six elements in the Scope of Work. The successful operator will demonstrate the ability to: • Expertly manage the ongoing staffing and facilities needs of the Welcome Centers and Host Program • Understand, communicate and ensure five-star customer service • Integrate the Vail brand throughout all customer service endeavors • Bring innovative and creative thinking to the task • Invest in relationships and collaborate with the Town of Vail and other Vail entities • Track, measure and report on customer service satisfaction and insights, including an ability to translate insights into specific, future -forward action items • Develop near and long-term programs and policies that fully leverage the Town's physical assets, brand strength and amenities Staffing. Paid staff are employees of the contractor, not the Town of Vail, and the contractor shall be responsible for all related employment costs including payroll taxes, insurances outlined above, any health insurance that may be required with the Patient Protection and Affordable RI August 2, 2016 - Page 369 of 4z TOV Welcome Center RFP — May 19, 2016 Care Act (PPACA), etc. All contracts for services with the Town of Vail require contractors to comply with CRS section 8-17.5-101 regarding prohibition against employing illegal aliens. PHASE 1 — Preliminary Applicant Review Proposal Format The Vail Welcome Center proposal shall be prepared using the following format in order to facilitate evaluation: Letter of Transmittal Part 1: Background, Relevant Experience and Qualifications Part 2: Guest Welcome Services Approach Part 3: Appendices Letter of Transmittal The letter of transmittal should be forwarded electronically to Suzanne Silverthorn, ssilverthorn(@vailgov.com and addressed to: Town of Vail Re: MANAGEMENT OF TOWN OF VAIL WELCOME CENTERS, THE VOLUNTEER COMMUNITY HOST PROGRAM AND GUEST WELCOME SERVICES PROGRAM Town Manager's Office 75 S. Frontage Road Vail CO 81657 ATTN: Vail Welcome Center Review Team Part 1: Company Overview, Experience, Qualifications o Provide all pertinent background information about your organization including mission statement, primary capabilities, financial management, balance sheet and statement of sources and uses. o Describe your company's management team and operational infrastructure that will support this endeavor. Provide an overview of the technology, financial and operational systems that your organization will rely upon to deliver the services outlined in this RFP. Tell us how your company's existing systems and operations create efficiencies for the Town of Vail. If a team is proposed, identify your team members and their backgrounds. o Describe expertise as it relates to fulfilling the operational scope of work for the Welcome Centers. o Provide examples of previous experience. o Provide at least three client references with contact information and a brief description of the work performed if not mentioned in the previous section. August 2, 2016 - Page 370 of 4z TOV Welcome Center RFP — May 19, 2016 Part 2: Guest Welcome Services Approach. Describe your ideas about how your firm might approach development of an overall Guest Welcome Services Program. Consider the following: o A description of a general guest services philosophy o Creating a positioning statement (a la Nike's, "Just do it.") that will serve to focus the Guest Welcome Services effort o How to approach determining visitor/guest needs and fulfilling them o How to maximize impact, immediate and long-term value of initial guest contact o Providing more opportunities for proactive communications and dynamic engagement with visitors/guests o What characteristics would describe an ideal Vail Host? o Fostering the "seamless guest experience" o Establishment of a full-service, one-stop activity center o Maximizing the use of current Welcome Center space o Programming of the Welcome Centers o Enhancing community use and participation in programs/events at the Welcome Centers o How the TOV might work with property managers to provide Guest Welcome Services information to short-term renters o Establishing industry leadership in guest services Part 3: Appendices. Include information considerations by the proposer to be pertinent to this project that were not specifically solicited in Parts 1 & 2. PHASE 2 Letter of Transmittal Part 1: Proposed Business Plan Part 2: Proposed Costs Part 3: Appendices Finalists selected by the Vail Town Council will proceed to Phase 2. Finalists will be required to prepare a Presentation of Qualifications and a Proposed Business Plan to be presented in scheduled presentations before the Town Council. Part 1: Proposed Business Plan. Describe your approach for each of the six sections included in the Scope of Work and develop a one-year business plan for the Vail Welcome Center programming and the overall approach to elevating the guest experience in Vail. Please use examples when possible to demonstrate operational intentions. The business plan should include: o Recommended staffing levels and hours of operation o Approach for compensation of paid (and volunteer) staff o Description of the services to be provided o Overview of the recruitment and retention plan that reflects the realities of the Vail Valley labor market and motivational challenges of the staff o Description of the training module/s and frequency o Recommendations on performance measurement models M August 2, 2016 - Page 371 of 4z TOV Welcome Center RFP — May 19, 2016 o Approach and systems for ensuring positive working relationships with the Town of Vail and other Vail entities o Management model Part 2: Proposed Costs. Develop a budget that includes all costs you or your organization would charge the Town of Vail to implement the one-year business plan and accomplish the scope of work in this request for proposal. Specifically, the proposal should include an itemization budget that reflects: 0 100 percent of the operating costs associated with personnel, including taxes and benefits o Costs of training programs, employee recognition, etc. o Management fees for program oversight and implementation o Administrative costs, including cleaning, equipment, office supplies, accounting, insurance requirements, etc. Part 3: Appendices. Include information considerations by the proposer to be pertinent to this Phase that were not specifically solicited in Parts 1 & 2. Submission Reauirements and Schedule 5-19-16 Request for Proposals issued and available 5-23-5-31 All interested parties are invited to schedule a tour of the facilities with an opportunity to ask questions of the current contract administrator and other Town personnel. To schedule a tour or briefing session, contact Suzanne Silverthorn, Communications Director, at ssilverthornCa)vailgov.com. 6-1 Deadline for contractors to confirm participation in the proposal process. Submit letter of interest to contract administrator at ssilverthorn(a-).vailgov.com 7-1 Submission deadline for proposals. 7-5 Submissions reviewed by Town Council in Executive Session. 7-6 Qualified finalists (3 firms) notified of advancement to next phase. Phase 2 interviews and presentation times to Vail Town Council to be scheduled. 8-2 Finalists present Qualifications, Business Plans and Proposed Costs to Vail Town Council. Contractor selection announced. 10-1-16 Start date for new service contract Evaluation and Selection In Phase 1, Vail Town Council will evaluate the merits of the proposals in accordance with the criteria listed below and select a short list of finalists to move on to Phase 2. Failure to provide information requested in this RFP may result in disqualification of a proposal. The sole objective 9 August 2, 2016 - Page 372 of 4z TOV Welcome Center RFP — May 19, 2016 of this review will be to evaluate the responsiveness of each proposer to the requirements of the RFP. Proposals shall be evaluated based on: • Completeness of the proposal • Company operations and experience • Qualifications • Demonstration of both creative and critical thinking for approaches, solutions and operations • Proposed Guest Welcome Services approach • Proposed cost and related services • Ability to integrate Welcome Center program with the Town of Vail Guest Welcome Services initiative. Payment for Services Upon selection and approval of the independent contractor to provide the services outlined in this RFP, the Town will develop an operating agreement with the independent contractor setting forth specific terms including a fixed amount contractor will be paid and timing of payments. Funding for year two and year three will be subject to annual review and appropriation by the Town of Vail. Operator will receive two Silver Parking Passes for management use. Employee compensation structure should include an evaluation of transportation and parking requirements. Administrative Control of Funds Once a signed agreement is in place, the contractor shall keep or cause to be kept true, accurate and complete accounting records of all business and financial transactions relative to the Welcome Center programs and operations. The operator shall provide a monthly report and annual report of all Welcome Center activity, along with a financial report, to the Town of Vail. General Conditions 1. Limitations and Award This RFP does not commit the Town of Vail to award a contract, nor to pay any costs incurred, in the preparation and submission of proposals in anticipation of a contract. The Town of Vail reserves the right to reject all or any submittal received as a result of this request, to negotiate with all qualified sources, or to cancel all or part of the RFP. After the selection process is complete, the Town of Vail will negotiate a contract with the first priority candidate. If negotiations cannot be successfully completed with the first priority candidate, negotiations may be formally terminated and may be initiated with the second most priority candidate and, likewise, with the remaining candidates. 2. Selection 10 August 2, 2016 - Page 373 of 4z TOV Welcome Center RFP — May 19, 2016 Initial evaluation will be based upon the qualifications of the applicant. The Town of Vail reserves the right to not interview, and to make a final selection based upon the qualification statements. 3. Equal Employment Opportunity The selected contractor will not discriminate against any employee or applicant for employment because of race, color, religion, sex, or national origin. 4. Contract Scope Proposed tasks within this RFP may be eliminated or expanded by the Town of Vail at any time. 5. Prohibition Against Employing Illegal Aliens. Pursuant to Section 8-17.5-101, C.R.S., et. seq., the selected contractor warrants, represents, acknowledges, and agrees that: a. Contractor does not knowingly employ or contract with an illegal alien; b. Contractor shall not enter into a contract with a subcontractor that fails to certify to Contractor that the subcontractor shall not knowingly employ or contract with an illegal alien; c. Contractor has verified or attempted to verify through participation in the basic pilot employment verification program created in Public Law 208, 104th Congress, as amended, and expanded in Public Law 156, 108th Congress, as amended, administered by the United States Department of Homeland Security (the "Basic Pilot Program") that contractor does not employ any illegal aliens. If contractor is not accepted into the Basic Pilot Program prior to entering into this Agreement, contractor shall forthwith apply to participate in the Basic Pilot Program and shall submit to the Town written verification of such application within five (5) days of the date of this Agreement. Contractor shall continue to apply to participate in the Basic Pilot Program, and shall verify such application to the Town in writing, every three (3) months until contractor is accepted or this Agreement is completed, whichever occurs first. This subparagraph 3 shall be null and void if the Basic Pilot Program is discontinued; d. Contractor shall not use the Basic Pilot Program procedures to undertake preemployment screening of job applicants while this Agreement is being performed; e. If contractor obtains actual knowledge that a subcontractor performing work under this Agreement knowingly employs or contracts with an illegal alien, contractor shall notify such subcontractor and the Town within three (3) days that contractor has actual knowledge that the subcontractor is employing or contracting with an illegal alien, and shall terminate the subcontract with the subcontractor if within three (3) days of receiving the notice required pursuant to this subsection the subcontractor does not cease employing or contracting with 11 August 2, 2016 - Page 374 of 4z TOV Welcome Center RFP — May 19, 2016 the illegal alien, except that contractor shall not terminate the contract with the subcontractor if during such three (3) days the subcontractor provides information to establish that the subcontractor has not knowingly employed or contracted with an illegal alien; Contractor shall comply with any reasonable request by the Colorado Department of Labor and Employment (the "Department") made in the course of an investigation that the Department undertakes or is undertaking pursuant to the authority established in subsection 8-17.5-102 (5), C.R.S; and g. If contractor violates any provision of this Agreement pertaining to the duties imposed by subsection 8-17.5-102, C.R.S. the Town may terminate this Agreement and contractor shall be liable for actual and consequential damages to the Town arising out of said violation. 6. Insurance a. The contractor shall obtain and maintain in force for the term of this Agreement the following insurance coverage's. Certificates of insurance evidencing such coverages shall be furnished to the Town at the time of signing this Agreement. Prior to cancellation of, or material change in, any requisite policy, thirty (30) days written notice shall be given to the Town through its risk manager. All automobile liability and general liability policies shall include the Town and the Colorado Department of Transportation as an additional named insured by policy endorsement. 1. Automobile Liability (including owned, non -owned, and hired) in an amount not less than one million dollars ($1,000,000) per individual and not less than one million dollars ($1,000,000) per occurrence. 2. Worker's compensation and employer liability in accordance with the Worker's Compensation Act of the State of Colorado for employees doing work in Colorado in accordance with this Agreement. 3. Commercial General Liability (including personal injury) in an amount not less than five hundred thousand dollars ($500,000) per individual and not less than one million dollars ($1,000,000) per occurrence. 4. Professional Liability in an amount not less than one million dollars ($1,000,000) each occurrence and aggregate. The contractor shall indemnify and hold harmless the Town, its officers, directors, shareholders, members, partners, principals, agents, attorneys, employees, and subsidiaries and the Colorado Department of Transportation against and from all liability, claims, damages, demands and cost, including attorney fees of every kind and nature and attributable to bodily injury, sickness, disease or death or to damage or destruction of property resulting from or in any manner arising out of 12 August 2, 2016 - Page 375 of 4z TOV Welcome Center RFP — May 19, 2016 or in connection with the project and the performance of the work under this contract. APPENDIX A. Welcome Center Metrics B. Vail Brand Guidelines C. Vail Local Marketing District (VLMD) 2016 Strategic Plan 13 August 2, 2016 - Page 376 of 4z VII Winter 2015-2016 Town of Vail Executive Summary VV Visitation LH Visitation Host Program Total Welcome Centers LHWC Door Counters VWC Door Counters Bookings East Vail Vail Village/Gold Peak LionsHead Sandstone Cascade Village West Vail Total Revenue East Vail Vail Village LionsHead Sandstone Cascade Village WestVail Total Previous Year Commission Free Revenue 0 2050 10764 3163 2836 3032 1814 23659 2446 6638 5737 3657 3632 1469 23579 4714 14976 26374 11697 10540 3342 71643 4496 17402 8900 6493 6664 3283 47238 24915 32545 48274 56765 41337 17711 221547 13447 25036 20049 17705 18179 11274 105690 0 0 0 4 3 2 1 4 8 22 1 2 1 1 5 0 0 1 1 2 6 3 4 2 5 9 29 0 0 $0.00 $436.00 $822.84 $1,055.00 $315.00 $3,428.54 $1,370.52 $7,427.90 $158.80 $769.18 $299.00 $109.00 $1,335.98 $0.00 $0.00 $189.00 $259.00 $448.00 $783.80 $822.84 $1,824.18 $614.00 $3,687.54 $1,479.52 $9,211.88 $1,005.06 $3,061.29 $1,719.92 $2,297.37 $1,650.55 $1,461.97 $11,196.16 $0.00 $117.57 $123.43 $273.63 $92.10 $553.13 $221.93 $1,381.78 August 2, 2016 - Page 377 of 444 2015 2016 2016 November December January February March April YTD VV Operating Hours 252 279 280 261 285 253 1610 LH Operating Hours 266 326 324 305 322 266 1808 Total 518 605 604 566 607 519 3418 VV Visitation LH Visitation Host Program Total Welcome Centers LHWC Door Counters VWC Door Counters Bookings East Vail Vail Village/Gold Peak LionsHead Sandstone Cascade Village West Vail Total Revenue East Vail Vail Village LionsHead Sandstone Cascade Village WestVail Total Previous Year Commission Free Revenue 0 2050 10764 3163 2836 3032 1814 23659 2446 6638 5737 3657 3632 1469 23579 4714 14976 26374 11697 10540 3342 71643 4496 17402 8900 6493 6664 3283 47238 24915 32545 48274 56765 41337 17711 221547 13447 25036 20049 17705 18179 11274 105690 0 0 0 4 3 2 1 4 8 22 1 2 1 1 5 0 0 1 1 2 6 3 4 2 5 9 29 0 0 $0.00 $436.00 $822.84 $1,055.00 $315.00 $3,428.54 $1,370.52 $7,427.90 $158.80 $769.18 $299.00 $109.00 $1,335.98 $0.00 $0.00 $189.00 $259.00 $448.00 $783.80 $822.84 $1,824.18 $614.00 $3,687.54 $1,479.52 $9,211.88 $1,005.06 $3,061.29 $1,719.92 $2,297.37 $1,650.55 $1,461.97 $11,196.16 $0.00 $117.57 $123.43 $273.63 $92.10 $553.13 $221.93 $1,381.78 August 2, 2016 - Page 377 of 444 Vail Welcome Centers REPORT DATE 01/01/16 Town of Vail Executive Summary August 2, 2016 - Page 378 of 444 (oct/nov/dec) ANNUAL SUMMARY 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2005-2015 VV Operating Hours 607 2917 2878 2864 2866 2879 2888 3222 3405 3396 3380 31302 LH Operating Hours 638 2806 2973 2815 2845 2866 2869 3227 3575 3529 3572 31715 Total 1245 5723 5851 5679 5711 5745 5757 6449 6980 6925 6952 63017 VV Visitation 7480 46923 41892 45345 42242 42999 45692 46067 43961 37160 49466 449227 LH Visitation 6767 48337 39033 31333 28112 27281 27087 49979 38133 41591 40937 378590 Total 14247 95260 80925 76678 70354 70280 72779 96046 82094 78751 90403 827817 Host Guest Interactions N/A N/A N/A N/A N/A N/A 27493 59758 53376 58661 78212 277500 Bookings East Vail 5 2 7 5 16 15 15 3 3 1 72 Vail Village 125 717 763 604 710 635 440 311 312 224 171 5012 LionsHead 50 431 90 110 77 128 124 65 37 56 25 1193 Sandstone 8 97 28 36 4 6 3 3 2 2 2 191 Cascade Village 5 25 14 1 27 1 34 27 77 25 236 WestVail 15 142 36 37 9 44 12 22 15 11 9 352 Total 208 1414 938 793 843 829 628 431 446 319 207 7056 Revenue East Vail $202,787.50 $1,937.00 $6,557.75 $625.00 $4,307.28 $4,641.57 $10,445.32 $903.50 $1,400.97 $287.03 $233,892.92 Vail Village $26,127.00 $177,693.00 $131,824.44 $116,267.99 $117,808.85 $117,044.28 $96,098.62 $55,910.29 $58,799.06 $41,535.44 $30,411.54 $969,520.51 LionsHead $10,730.50 $45,795.50 $20,585.93 $19,235.96 $16,197.25 $22,535.73 $28,574.27 $13,902.98 $9,524.43 $8,965.59 $5,336.50 $201,384.64 Sandstone $3,690.45 $24,266.00 $28,115.92 $14,849.39 $739.90 $2,839.32 $2,297.92 $1,133.44 $2,586.67 $810.26 $1,207.12 $82,536.39 Cascade Village $1,172.00 $7,424.00 $4,915.75 $415.00 $2,653.16 $113.90 $6,774.43 $6,570.48 $11,692.51 $5,085.48 $46,816.71 WestVail $2,813.16 $18,525.88 $6,925.75 $6,346.69 $3,348.61 $8,071.67 $1,813.34 $2,279.19 $2,564.84 $3,288.07 $2,940.26 $58,917.46 Total $247,320.61 $275,641.38 $198,922.54 $157,740.03 $145,055.05 $155,246.47 $146,004.20 $80,699.88 $86,568.48 $59,971.87 $39,895.42 $1,593,065.93 $0.00 Commission Free Revenue $37,098.09 $41,346.21 $29,838.38 $23,661.00 $21,758.26 $23,286.97 $21,900.63 $12,104.98 $12,985.27 $8,995.78 $5,984.31 $238,959.88 August 2, 2016 - Page 378 of 444 P -"ll -4, - -�" - p - -�� I S f � -mow -;�- - `"�?fL. f •y:� �v: ��:� �.:.�' ..1cr _ .1, •I• i`f� .��:i ..sem x.: • •�' t�• ,}j -. - ^t . � �� F 'ir `ti,ry i.=�_ lo;�*.v3.rLr�%'''�£lri f� ' 4i .}��5.� -ry :�' ..j,ti.Y. .�, �+, •'i �f y i - � .(+ �� _�.!S hr SCC•' �-.�+.!. ..S•. f .�•�' - •+ _ r aS _ y _ F r ' t ; '.r c . -y= - X.�y •: F � it �' l; - ti... . } 1. y � �/, •. FL •. � Jt Olt VAIL BRAND IDEL11MES p : `:r:', s:-1 " •«�.:f, -t t. �.1::!''":�,�- �.' �`�'A .L i;� � "v': i i �'.i, .'i"i. . _ �i . ,�••1 ;- ' •� - _ .�. n Y..,? _'�.:, �T. „ems. �.Y�g�+. {I-�1(Lj�, x ¢! •. .` �� 1: .� � - �. �,• � � �► r._ ,r,.rr ' �• � �: r �1- •..'ci.2....-� �.L�e'_� ��" .iR �; T � �. t '�ly[ + � 'Y - - i _ �5�q- i.� � i, •i • a� � t .�.... �: _ .. � * �c - t• '� - x ` •'k �i�• •� :3� ..f.,F..+ ^''i- h, x• '�� ■� • ' ►, •'<: r �.:.., � 4f7 •w , /�- • �F. �t {i.� ;,;� _ �'.• . � �- - r►r � f. r�...a-•f '` /�,�.4 1�. f .�'1• •� - t � 1. .- t � i • •- .3 t -Y - � l � • -idlk� • r F � ' r 2 0 1 6 BRAND GUIDELINES BRAND POSITIONING ZA _ '� �'-�s �'-iii: L:'q•�' ._ _ y. ,L" -.,h' _'tom ry r•�^�..1- - - •� •4,..�-v.�+.i:'. Y'`�-�� vim•; �j �'y,:.•i. ' .-� August 2, 2016 - Page 380 of 444 V A I L BRAND POSITIONING BRAND ESSENCE The core of what our brand ultimately represents and delivers to consumers. BRAND POSITIONING BRAND CHARACTER The qualities and attributes that give rise to our brand's personality, voice, tone and behavior. BRAND GUIDELINES: BRAND POSITIONING LIKE NOTHING ON EARTH. THE LEADER PAGE 3 AUTHENTIC — We're experienced and proven. We're comfortable being ourselves and blazing our own trail. CONFIDENT— We believe our reputation for being the best is well-earned. We lead by example and speak proudly about the exceptional experiences we offer, without feeling the need to be braggadocios or to put others down. INSPIRING— We're passionate about who we are and what we do. Inspired ourselves by what nature has given us, we aim to inspire others to come to Vail and experience connection, joy, wonder, awe and the feeling of being part of something bigger than themselves. INNOVATIVE— We never settle. We are always proactive, staying one step ahead and consistently elevating every aspect of the Vail experience. SOPHISTICATED —We are the world's premiere mountain resort and village, offering a unique combination of cosmopolitan luxury, refined culture, mountain recreation and natural grandeur. VAIL BRAND POSITIONING BRAND PILLARS The key foundational features that help define and create our consumer's experience. BRAND GUIDELINES: BRAND POSITIONING MOUNTAIN RECREATION EXPANSIVE, ACCESSIBLE AND VARIED TERRAIN PAGE 4 LIFESTYLE/CULTURE INTERNATIONAL FEEL, EVENTS AND ACTIVITIES, HERITAGE Concerts z Athletic competitions o Culinary/wine events Cultural events Q Film festivals LU Purpose-built environment World-class, worldwide reputation ugust 2, 2016 -Page 382 of 444 A, More than 5,200 ski -able acres Mountain/Road biking The most groomed terrain on earth Hiking, Backpacking LU LU Back bowls w Rafting, Kayaking z_ Blue Sky Basin 75— Lift system Lift system N Epic Discovery Ski School Nature Center &Alpine Garden Adventure Ridge Fishing, Hunting VILLAGE SOPHISTICATION CASUALTO FINE DINING, HIGH-END SHOPS AND HOTELS W V Apres ski Spas Ice rink Golf H z Heated cobblestone streets � Tennis Ln LIFESTYLE/CULTURE INTERNATIONAL FEEL, EVENTS AND ACTIVITIES, HERITAGE Concerts z Athletic competitions o Culinary/wine events Cultural events Q Film festivals LU Purpose-built environment World-class, worldwide reputation ugust 2, 2016 -Page 382 of 444 A, V A I L BRAND POSITIONING BRAND PROMISE BRAND GUIDELINES: BRAND POSITIONING PAGE 5 A, BECAUSE nly Vail delivers the best of mountain recreation and village sophistication in a unique cultural atmosphere August 2, 2016 - Page 383 of 444 There's something about being in Vail that just can't be put into words. Something that makes us surrender A benefit -oriented statement that brings to life to being fully present in this place. Something that immediately disconnects us from our everyday, while what we ultimately deliver for our consumers. simultaneously reconnecting us with family, friends and to parts of ourselves long forgotten. Something that reminds us of what we live for, what we work for, and what it's like to forget everything else but the moment we're in. Being in Vail puts us back in touch with our sense of awe and fills us with appreciation for being amazed, for being a part of something majestic, and forjust simply being. From expansive and exhilarating mountain adventures by day, to lively and luxurious village experiences by night, being in Vail resurrects within us a childlike sense of joy, awe and wonder that turns even the simplest moments into treasured memories.Vail is like nothing on Earth. BRAND POSITIONING BRAND STATEMENT TO discerning individuals who desire premium experiences, Vail is the pinnacle mountain destination Afeature-oriented statement that succinctly THATinspires awe and wonder at every turn expresses how our brand uniquely fills a consumer need for our core audience. SO you can create and share exhilarating and luxurious experiences with family and friends A, BECAUSE nly Vail delivers the best of mountain recreation and village sophistication in a unique cultural atmosphere August 2, 2016 - Page 383 of 444 V A I L BRAND POSITIONING BRAND VOICE BRAND GUIDELINES: BRAND POSITIONING PAGE b We're Vail. As the established leader in our industry, we don't need to jockey for attention. The tone we use to bring our brand positioning, When we speak, people listen. So we speak in a tone that is simple and succinct, inspiring and intelligent, character, personality and messaging to life in confident and bold. Our reputation for excellence and elegance precedes us. And the undeniable majesty headlines and copy. of our mountain is powerful enough to speak for itself. Our words need only to adorn and reinforce our world-renowned reputation, evoking a sense of the wonder, awe and inspiration you feel when you're here enjoying our premier mountain experience. 1 I cl 111 `.T1 f r� VAIL LOGO/USAGE BRAND LOGO The elements that comprise our logo. BRAND GUIDELINES: LOGO/USAGE PAGE 8 AVAIL Like nothing on earth': Symbol I Logotype Tagline August 2, 2016 - Page 386 of 444 VAIL LOGO/USAGE LOGO VARIATIONS BRAND GUIDELINES: LOGO/USAGE PRIMARY LOGO VAI L Like nothing on earthT: PAGE 9 SECONDARY LOGO VAIL Like nothing on earthT: ALT. LOGOS AVAIL � VA I L® Like nothing on earth': VAI L Like nothing on earth. V A I L LOGO/USAGE LOGO USAGE BRAND GUIDELINES: LOGO/USAGE PRIMARY LOGO AVAIL Like nothing on earth': PAGE 10 The primary logo should be used in all cases where the logo stands alone -when the logo "symbol" is not used as it's own dominant element. Examples: The horizontal logo should be used when space allows. The Stacked logo should only be used if there is not adequate space in the layout. (See minimum size requirements, page 15) Example: EXPLORE SPRING BREAK DEALS BOOK NOW p 4 Acceptable Unacceptable Acceptable August 2, 2016 - Page 388 of 44 Unacceptable V A I L LOGO/USAGE LOGO USAGE BRAND GUIDELINES: LOGO/USAGE SECONDARY LOGO VAIL Like nothingon earth': PAGE 11 The secondary logo is acceptable to use when the logo "symbol" is used in the same layout as a significant visual element. Examples: The horizontal logo should be used when space allows. The stacked logo should never be used if the layout can accommodate the preferred horizontal version. Example: Acceptable Unacceptable Acceptable August 2, 2016 - Page 389 of 44 A, i Unacceptable VAIL LOGO/USAGE LOGO USAGE BRAND GUIDELINES: LOGO/USAGE ALTERNATIVE LOGOS 10e/VA I L® PAGE 12 The alternative logos can be used in instances when the space is too small forth e primary or secondary logo. Examples: Tall, thin digital banners Q Vali M—Aafn Resort I Ca x • www.VSII.com C m ee E C i r O n 1*01 favicon or mobile icon As a graphic element in a banner or print ad When use of the tagline is redundant NOTE: Stacked logos should only be used in the extreme case where the tag Iine is preferred or necessary but there is not adequate space for the primary or secondary logo options. WAIL Like nothing on earth:" VAI L Like nothing on earth': VAIL LOGO/USAGE LOGO USAGE BRAND GUIDELINES: LOGO/USAGE WHEN TO USE LOGO COLOR VARIATIONS The white reversed out logo is preferred on all blue sky or darker backgrounds: M. The Vail blue logo may be used on white or very light backgrounds: VAIL Like nothing on earth' . vaa.com When there is not significant contrast either way, or background is too busy, a blue bar with white reversed out logo is acceptable: Is s Ga N DEALSor EXPLORE SPRING BREAK J :` 0 VAIL Like nothing on earth" PAGE 13 VAIL LOGO/USAGE LOGO VARIATIONS CMYK: Used when printing 4 color press RGB: Used in all web and screen applications PMS 2925: Used in all spot color applications Black: May only be used in applications that blue/ white won't work Grayscale: Used for poor quality reproduction White Reversed: Used against dark or blue backgrounds BRAND GUIDELINES: LOGO/USAGE PRIMARY LOGO vVAIL Like nothing on earth: VAIL Like nothing on earth: e/VAIL Like nothing on earth: V VAI L Like nothing on earth: NAIL Like nothing on earth: SECONDARY LOGO VAIL Like nothing on earth': VAIL Like nothing on earth: VAIL Like nothing on earth: VAIL Like nothing on earth: VAIL Like nothing on earth: PAGE 14 ALT. LOGOS AVAIL® NAIL. NAIL® vVAILc, VAI L. &A, August 2, 2016 - Page 392 of 444 VAIL LOGO/USAGE LOGO MINIMUM SIZE BRAND GUIDELINES: LOGO/USAGE V VAIL Like nothing on earth': Web minimum: 180 pixels Print minimum: 2.5" 'vVAIL Like nothing on earth'. Web minimum: 120 pixels Print minimum: 1.675" PAGE 15 VAIL Like nothing on eartK Web minimum: 170 pixels Print minimum: 2.375" Web minimum: 25 pixels Print minimum: .375" NAIL® Web minimum: 60 pixels Print minimum:.75" August 2, 2016 - Page 393 of 444 VAIL LOGO/USAGE LOGO CLEAR SPACE Chapter Description: BRAND GUIDELINES: LOGO/USAGE VAIL Like nothing on earthT: a Primary Logo a 111117 VAIL Like nothing on earthT: 'jn' Secondary Logo Alt. Logo NAIL® Q Alt. Logo Symbol PAGE 16 VAIL LOGO/USAGE LOGO MISUSE BRAND GUIDELINES: LOGO/USAGE EXAMPLES PAGE 17 In no situation can the color of the vail signature, vail logo,or lockup be changed from the approved color -ways in this document. VAIL thing on earth:" Do not change the color. VAIL nothing on earth'" Do not change the size. 'AIL VAIL Like nothing on earth: Like othing on earth: Do not change the spacing. Do not stack. w7 ^ V IL® Do not change the color. Do not change the size. AIL YVI Do not change the spacing. Do not stack. MAI/Unothing on earth." Do not outline. VAIL/enothingoneart1f." Do not change the font. V/ 7pool/ Do not outline Do not change the font. VAIL LOGO/USAGE BRAND GUIDELINES: LOGO/USAGE LOGO MISUSE EXAMPLES PAGE 18 In no situation can theVail logos be placed over a background that does not allow the logo to be clearly legible. - kms• ■ • • • • • • i*�Ya r • �1�# August 2, 2016 - Page 396 of 444 VAIL LOGO/USAGE HISTORICAL LOGOS BRAND GUIDELINES: LOGO/USAGE HISTORICAL LOGO: APPROVED Only historical logo approved for licensing. HISTORICAL LOGO EXAMPLES: NOTAPPROVED The following are not acceptable for use. V T re's no comparsoW SN SPORTS SCHOOL VAILRESOf PAGE 19 VAIL LOGO/USAGE TOWN OF VAIL LOGO BRAND GUIDELINES: LOGO/USAGE TOWN OF VAIL LOGO SeeTown of Vail Graphic Standards for full usage information. TOWN OF VAIL 0.5 12 T ET -M' 0.5 (1/2) T 0.5 1 2 T 0.5(1/2)T 1't Department names use Univers Bold, aligned right as shown. PAGE 20 TOWN OF VA August 2, 2016 - Page 398 of 444 BRAND GUIDELINES BRAND ASSETS ..K Aug 4AM'k, Ar/ VAIL BRAND ASSETS BRAND GUIDELINES: BRAND ASSETS COLOR PALETTE LOGO COLORS The only colors allowed for the Vail logo, symbol, tagline and typography are Vail Dark Blue, White, Gray and Black. 6W Accent colors are allowed in web and screen Vail Dark Blue Vail White applications to ensure adequate contrast PMS 2925 R255 G255 B255 between CTA and background imagery. RO G152 B219 CO MO YO KO C84 M21 YO KO TYPOGRAPHY COLORS Vail Dark Blue PMS 2925 RO G152 B219 C84 M21 YO KO Vail White R255 G255 B255 CO MO YO KO CTA, ONLINE USE ONLY COLORS Vail White Vail Dark Blue R255 G255 B255 PMS 2925 CO MO YO KO RO G152 B219 C84 M21 YO KO Vail Gray Vail Black PMS Cool Gray 10 PMS Black R128 G130 B133 RO GO BO CO MO YO K60 C30 M30 Y30 K100 Vail Gray Vail Black PMS Cool Gray 10 PMS Black R128 G130 B133 RO GO BO CO MO YO K60 C30 M30 Y30 K100 Vail Navy Vail Orange RO G65 B119 R224 G116 BO C100 M83 Y27 K12 CO Y66 M100 K PAGE 22 VAIL BRAND ASSETS TYPOGRAPHY This outlines guidelines for all print typography. HEADLINES: Letter spacing of headlines should be tracked very wide, as wide as is appropriate for the layout. When used with a subhead, there should be a significant difference between primary and secondary font sizes. Should be set in all caps. BRAND GUIDELINES: BRAND ASSETS PRINTTYPOGRAPHY Headline: AVENIR: HEAVY ABCDEFGH IJK LM N OPQ RSTUWXYZ abcdefghijklmnopqrstuvwxyz 1234567890 Subhead: BODY COPY: AVENIR NEXT CONDENSED: MEDIUM Body copy can be set in Avenir Medium A B C D E F G H I J K LM N 0 P Q R S T U W X Y Z in a legible size. abcdefghijkImnopgrstuvwxyz 1234567890 Body Copy: AVENIR: MEDIUM ABCDEFGHIJKLMNOPQRSTUVWXYZ abcdefghijklmnopqrstuvwxyz 1234567890 PAGE 23 August 2, 2016 - Page 401 of 444 VAIL BRAND ASSETS TYPOGRAPHY This outlines guidelines for all web and screen advertising. HEADLINES: Letter spacing of headlines should be tracked moderately wide, to allow for sufficient character count in the layout. When used with a subhead, there should be a significant difference between primary and secondary font sizes. Should be set in all caps. CTA: Set in all caps. BRAND GUIDELINES: BRAND ASSETS ONLINE TYPOGRAPHY Headline: OPEN SANS: BOLD ABCDEFGH IJKLMN OPQ RSTUWXYZ abcdefghijklmnopqrstuvwxyz 1234567890 Subhead: OPEN SANS: BOLD ABCDEFGH IJKLMN OPQ RSTUWXYZ abcdefghijkImnopgrstuvwxyz 1234567890 CTA: OPEN SANS: BOLD ABCDEFGH IJK LM N OPQ RSTUW X YZ abcdefghijklmnopgrstuvwxyz 1234567890 PAGE 24 August 2, 2016 - Page 402 of 444 BRAND GUIDELINES PHOTOGRAPHY ' August 2, 2016 - Page 403 of 444 4,4 VAIL PHOTOGRAPHY TONE Our photography should elevate our brand. It should present our mountain and our blue sky in a way that feels warm and inviting, not stark or cold. Sunshine should be prevalent bringing a sense of joy to the scene. BRAND GUIDELINES: PHOTOGRAPHY BALANCES WARMTH AND BLUE SKY i PAGE 26 VAIL PHOTOGRAPHY AUTHENTICITY Our photography should project the powerful emotional reaction people have while enjoying their experiences and capture them in a candid, genuine way.The image should draw the viewer into the moment as it authentically unfolds. BRAND GUIDELINES: PHOTOGRAPHY DISPLAY AUTHENTIC HUMAN EMOTION PAGE 27 August 2, 2016 - Page 405 of 444 VAIL PHOTOGRAPHY PERSPECTIVE We want to present the Vail experience as the dynamic, engaging adventure that it is. Compelling perspectives create intrigue and emotional connection. BRAND GUIDELINES: PHOTOGRAPHY UNIQUE, INSPIRING AND ENGAGING PAGE 28 August 2, 2016 - Page 406 VAIL PHOTOGRAPHY COMPOSITION Imagery should be bold, powerful and confident. We want to push the boundaries of traditional composition with unique, unexpected, highly graphic compositions and/or cropping. BRAND GUIDELINES: PHOTOGRAPHY MODERN, GRAPHIC CROPPING PAGE 29 August 2, 2016 - Page 407 of 444 VAIL PHOTOGRAPHY ENDLESS SKY When possible, we want to ensure that images do not have elements that crop off the top or bottom of the scene so we can extend the sky or foreground in post to accommodate for the current design direction. BRAND GUIDELINES: PHOTOGRAPHY UNIMPEDED SKY PAGE 30 d Strat e" p Alp ud 9 et lw IP 1 9 t k *Ali A&I .44 lip 4 JL 4. lk • •r TM A N k ke nothing on earth. 1q,`7 r _ f .� lr Arp L IN 1 I r .. - aL Z. r 13 J ,�� f ` r111F •I�'! OIL - ' % %L 9rIr' IS SPIN • rF- • i, L. I - 9 r - IN IN ' F +JI % -+ r -Objective is L r r• k i 1 I I r ` r• � Y � L wRe "116 r Y 1 I lia ' r I IN 1 I I r I �MINIffinTaTin 1 f _ - •? r k r or .10 4'rr } r� 1 III'i a'-, r r 1 r 1IN,,'f ' �, f •r _ � 3�� • F' �'+ L +4■t�l ■ IhL*AL F ;-'ti'_ r ■ IrL •� r: ` 1dp i r� a _ �•• f rrL ' r 1 'r' ••i �•� I•{ �r1�� _ -IIIIIL on. am r 9- rm MG {r .• J r t Y ,.a '. ti IN. rw I I'�+ ' r �r1 { ' 7 r L - + ■Ir- ti , ; P ti r r r IL F i i ri ti 1% r �� • . fir +Ad; P. �. 11 ■ � a fr :-r 1_ '�f -L' :� 1 i r h • • 1 z_ S� 1 1 1 f . yrs 4 . ' ' • �'4 �+ r ML� '% I. r•� .. I w I •_ �+�I + L a{+ ,� + irk t 1 f•.+%a ' MA '.:L `r •i IF•.r, �I 'fir • •I�'r.7 aZ", -] r •i rtiL L JL. I •7+�- - f■ }� `ti _ I 17 • ALL r a , Yir I - „ff{•' �� • • ' 1 • •••• •- ■�, 61. IF Jr 1 3 ■ 1 r i X17 't r _ ` 4r am LL 16 --.'NI_ F r •I� rr r• ..r-1 %p R a'FYFY r F L10 4F r I • • FJ•r f rL r. •90 r• r L 1 A F IN i ri s y ■ •� �. �ra+ S r + 'r F '+ _ .y r L L 3 r� NIN_ 1 T Fyr '� � � -rFi 1 {J L r ; r r _ T ti - 4 . 'al SSS t }� IN. * + -4y Y S, J 'I I =+` I ■ ' 1' - I I ',yam '_ `.:4F 5 1 11 J+�`' CL — �I _� 1 1 I 1 �L .� ,�.��F I ' �!I'� ', } m -1 Ll HA NP + k r 1 .1. I■ 1 I + 1 1 ti r r r+ r e} _ s m _ F �& Metrics w1w �• j r r i • iC y. ,� ti tr '. • til' _ 11� I I * �r � 14 • % y. r ■fid `k,Ir, Lr r 1 � r • Y 1L AL t + ■ � I :�� •. - - + 1 1 r �■r _ :-L .P J ` L y1 r} i VA IL Like nothing Overarch ing Goal Strengthen Vail's position as a year-round destination that appeals to a broad audi by elevat ing the summer brand August 2, 2016 - Page 411 of 444 ence, position. 'vVAIL Like nothing on earth': 1 16 rWERMPF C. - - - r If IN fPL -h- ;ft ■ OUR MISSION 1 1 Grow a vibrant, diverse economy and community and preserve our surrounding natural environment, �+ ,:; i providing our citizens and guests with exceptional Mir d.161 services ana an abunaance of premier recreational, cultural and educational opportunities. F40 or rr ` J17 r �6 i + t 0 r � To be the 4 PREMI E �'~� int6rn; finnp l mou n#ai n reso rt community elevate the 4:4:14:1147krvf� I��wlt r �log Town Council Action Plan it COMMUNITY Engage our community in honoring our social, recreational, cultural, educational and environmental values that will guide sustainable strategies throughout our neighborhoods as the foundation of our town's continued success. Balanced community housing composition 0 Civic area enhancements Regional opportunities supporting community living and amenities Educational enrichment throughout the community Informed community August 2, 2016 - Page 413 of -444 •11, AMIN EXPERIENCE Deliver on the promise, "Vail. Like nothing on earth" that also supports "preserving our earth," in everything we do. Excellent municipal services Convenient, efficient and safe parking and transportation venues Strategic implementation of environmental programs Competitive technology 0 World class recreational amenities, educational enrichment programs and stewardship of our natural environment Focus on the "Vail Way" of doing things TOWN of VAIL ECONOMY Preserve our vibrant and diverse economy that keeps Vail at the forefront of our resort competitors. Long range strategic plans to enhance competitiveness of TOV Create community spaces that support iconic events as well as arts, cultural, culinary, educational and local community programming Collaborate with Vail Resorts on resort programming and municipal services 'vVAlf Like nothing on earthT: 2016 Market ing Objectives Continue the momentum and build on the powerful leadership position of the year-round Vail brand o Increase Sales Tax Revenue Increase May — October Occupancy o Increase Group Occupancy o Optimize Visitor Mix o Monitor Net Promoter Score (due to new methodology) o Increase Consideration percentage as measured by Burke 'vVAIL Like nothing on earth': August 2, 2016 - Page 414 of 444 2015 Goals Sales Tax Increase: +3% DestiMetrics Occupancy: +4% Group Occupancy: Destination Visits: International Visits: IS Visits: +6% 58% of Mix 10% of Mix 20% of Mix Oro 2015 Results May — October +7.2% May — October +3% -15% 58% of Mix 9% of Mix 2016 Go +3% +2% +4% als 60% of Mix 11% of Mix 20% of Mix Consideration 26%(2013) 19% +2% NIPS: 86 84 Monitor due to new meth odology 2016 What's New o Epic Discovery expansion o New Events o New retail & restaurants o Betty Ford Education Center o Skate Park o Wayfinding o Upgraded Technology o Maintain what we have at world class level 'vVAIL Like nothing on earth': August 2, 2016 - Page 416 of 444 VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: July 2016 Revenue Update ATTACHMENTS: Description July Revenue Update TOWN OF VAIP August 2, 2016 - Page 417 of TOWN OF VAIL REVENUE HIGHLIGHTS August 2, 2016 Sales Tax Upon receipt of all sales tax returns, June collections are estimated to be $1,315,221 up 5.9% from last year and up 6.7% compared to budget. Year to date collections of $14,755,416 are up 1.5% from prior year and down 0.3% from budget. Inflation as measured by the consumer price index was up 1.0% for June. The annual budget totals $25.6 million. Real Estate Transfer Tax (RETT) RETT collections through July 25 total $2,642,862 down 25.3% from this time last year. 2015 annual collections totaled $6,965,617, a record year since the peak in 2008. The annual 2016 RETT budget currently totals $6.5 million, a decrease of 6.7% from prior year collections. Construction Use Tax Use Tax collections through July 25 total $1,108,738, up 1.1% from this time last year. The annual budget totals $1,545,000. Summary Across all funds, year-to-date total revenue of $39.2 million is up 4.0% from the amended budget and up 2.2% from prior year. Increases in revenue are related to parking revenue and property tax collections. Year-to-date parking revenue is up 20.3% compared to budget and up 11.8% from prior year. Year-to-date property tax collections are up 10.4% compared to budget and up 9.7% from prior year. -1- August 2, 2016 - Page 418 of 4z VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Private Greenhouse Informational Memorandum ATTACHMENTS: Description Private Greenhouses Memo TOWN OF VAIP August 2, 2016 - Page 419 of 0) rowN of Vain' Memorandum TO: Town Council FROM: Community Development Department DATE: August 2, 2016 SUBJECT: Private Greenhouses How are private greenhouses allowed in Vail? Private greenhouses are allowed as Accessory Uses in the following zone districts, and are prohibited in any zone district not listed below: • Hillside Residential (HR) • Single -Family Residential (SFR) • Two -Family Residential (R) • Two -Family Primary/Secondary (PS) • Residential Cluster (RC) • Low Density Multiple -Family (LDMF) • Medium Density Multiple Family (MDMF) • High Density Multiple Family (HDMF) • Housing (H) • Agricultural and Open Space (A) What is an Accessory Use? An accessory use is a use or activity that is subordinate and incidental to a permitted or conditional use found on the same parcel or property. The term "accessory use" also applies to accessory structures. For example, a garage is customarily associated with a residence, but it is smaller in size than the principal use of the land for a residence. An accessory use or structure is not allowed without a principal use. Are greenhouses "accessory structures"? Greenhouses in residential zone districts are an accessory use, and therefore an accessory structure. Like garages, sheds, carports and swimming pools, they are also subject to design review. What existing regulations apply to greenhouses, and other accessory uses or accessory structures? Below are the existing definitions and regulations related to accessory uses: August 2, 2016 - Page 420 of 4z Definitions ACCESSORY USE: A use or activity that is subordinate and incidental to a permitted or conditional use. BUILDING: Any structure having a roof supported by columns or walls, or any other enclosed structure, for the housing or enclosure of persons, animals, or property. SEASONAL USE OR STRUCTURE: A temporary covering erected to accommodate or extend educational, recreational, and cultural activities. Such temporary coverings may not be in place for more than seven (7) consecutive months of any twelve (12) month period. For the purposes of this title, a seasonal use Or structure shall not constitute site coverage and shall not be subject to building bulk control standards. Any seasonal use or structure is subject to design review. STRUCTURE - Anything constructed or erected with a fixed location on the ground, but not including poles, lines, cables, or other transmission or distribution facilities of public utilities, or mailboxes or light fixtures. At the discretion of the design review board, swimming pools and tennis courts may be exempted from this definition. 12-4-2: PERMITTED USES: A. Listed Uses Exclusive: The listing of any use as being a permitted use in any particular zone district shall be deemed an exclusion of such use from any other zone district unless expressly permitted as a permitted use, conditional use or accessory use. B. Prohibited If Not Permitted: The permitted uses, conditional uses and accessory uses in the particular districts shall be deemed to be exclusive uses for those districts, and any use not specifically permitted as a permitted use is prohibited unless a determination of similar use is made in accordance with section 12-3-4 of this title. 14-10-5 Building Materials and Design B. The same or similar building materials and colors shall be used on main structures and any accessory structures upon the site. 14-10-10: ACCESSORY STRUCTURES; UTILITIES; SERVICE AREAS: A. Design of accessory structures upon a site shall be compatible with the design and materials of the main structure or structures upon the site. B. Accessory buildings generally should be attached to the main building either directly or by means of a continuous wall, fence or similar feature of the same or a complementary material as the main building's exterior finish. Town of Vail Page 2 August 2, 2016 - Page 421 of 4z C. All utility service systems shall be installed underground. Any utility system the operation of which requires aboveground installation shall be located and/or screened so as not to detract from the overall site design quality. D. All utility meters shall be enclosed or screened from public view. E. Service areas, outdoor storage, and garbage storage shall be screened from adjacent properties, structures, streets, and other public areas by fences, berms, or landscaping. F. Adequate trash storage areas shall be provided. There shall be year round access to all trash storage areas which shall not be used for any other purpose. Is a greenhouse a seasonal use or structure? Should it be? Based on the definitions above, a greenhouse is considered a structure if it is constructed with a fixed location on the ground. Greenhouses that are used year-round are considered a structure. A low, temporary cover used to protect gardens from frost (called a hoop house), which is not affixed to the ground and can be easily moved or dismantle, would be not be considered a structure. Hoop houses are not currently defined in the Vail Town Code. Hoop houses are usually made from plastic or aluminum piping or other material covered with translucent material for the purpose of growing food or ornamental crops. A Seasonal Use or Structure is a temporary covering erected to accommodate or extend educational, recreational, and cultural activities. This is a specific land use permitted as a conditional use only in the Outdoor Recreation (OR) district, and should not be confused with a private greenhouse. The decision of whether a seasonal greenhouse or hoop house should be considered a structure, and should be subject to the regulations for structures (setbacks, height, site coverage, etc.) is a policy decision to be made by elected officials. By defining a greenhouse as a structure, adopted regulations apply, including regulation of design, size, and location. The Community Development Department considers a greenhouse to be an accessory structure, which is regulated by the current Town Code. Any change to the Town Code should include a discussion of the benefits of regulating greenhouses and hoop houses, and the cost, efforts, and amount of staff time involved. Is a building permit required for a greenhouse? — Greenhouses are considered accessory structures, and require a Design Review Board application. Structures over 120 square feet also require building permits. Electrical permits are required for any structure (regardless of size) that has electrical power. If water lines are installed, a plumbing permit is required. A plumbing permit is not required for using a garden hose attached to an existing water line. Where new water lines are installed, a back flow preventer or air gap device is required. Are there different rules for business vs. private greenhouses? • Business use — Current zoning regulations do not permit greenhouses as an accessory use in business districts. Greenhouses could be included as part of the primary use Town of Vail Page 3 August 2, 2016 - Page 422 of 4z (such as a florist, or building materials store), and in such case will need to follow existing design standards, as well as meet required parking, setbacks, site coverage, and other relevant codes. Seasonal Plant Product Business is a conditional use in the Heavy Services (HS) district, which could reasonably be expected to have a greenhouse. • Private use — Where allowed, greenhouses are subject to design review, including materials, setbacks, and other relevant codes. Do Greenhouses they count as GRFA? In residential uses, current regulations count storage areas as GRFA. Greenhouses are a type of storage area, and therefore should be counted as GRFA to be equitable. Permanent vs. Temporary — Determination of temporary vs. permanent is based on the following design characteristics: Is the structure attached to a foundation? Does it have power or water lines connected? (Other than a garden house connected to an existing water line?) • Temporary structures - In residential zone districts, temporary greenhouses used only for personal use could be allowed with less regulation if limited in duration. This may require a code amendment or written policy to clarify when adopted regulations apply. • Permanent structures — Greenhouses installed on foundations, connected to water or electrical power, or installed for more than 6 months, are not temporary and are required to follow design review and other adopted regulations. Attached vs. Detached? — If attached to a home, greenhouses will be considered permanent, and must meet design standards. Detached structures are strongly discouraged, but would still be considered accessory structures, which are regulated. Residential developments are encouraged to have an architecturally integrated structure with unified site development, including compatible building materials, architectural style, scale, roof forms, massing, architectural details, site grading and landscaping materials and features. Are greenhouses allowed in floodplains? Based on current regulations, structures cannot be located within the floodplain. Any structure, temporary or permanent, located within a floodplain would increase flood hazards as these structures can be washed away in a flood and may cause downstream damage or blockage of water flow during a flood event. Questions for the Council to Consider Are existing regulations sufficient? • Do we need to adopt more specific regulations? • What issues are not currently addressed? • Has this issue been raised before? • How often do we expect this issue to come up in the future? • What are the intended, and unintended, consequences of regulating greenhouses? Town of Vail Page 4 August 2, 2016 - Page 423 of 4z Is there currently a problem in the community with private greenhouses? If so, what is the problem? There has not been an overwhelming demand for greenhouses in Vail. Some of these structures currently exist, but applications for greenhouses are rare. Also, existing design guidelines are in place for review of any new applications. There are a few temporary greenhouses and hoop houses in the community, which were constructed without permits. The greenhouses constructed without permits are in violation of the Town Code. Should the Town adopt size limitations, or other design criteria, for greenhouses? If the Town Council would like to place limits on the size or location of greenhouses, additional regulations can be adopted. However, there are already regulations adopted to regulate structure placement, materials and size. Any change to regulations should consider the purposes of a greenhouse, including the design features necessary to make greenhouses successful. For example, the use of large amounts of glass or plastic may be necessary to be useful, but these materials may contrast with the existing materials of the principal structure and design goals of the community. How do other communities regulate greenhouses and hoop houses? Some communities regulate greenhouses and hoop houses as accessory structures, and are subject to the same regulations. Other communities have expressly removed regulations to promote local food growing and to support other community development goals. Following are a few communities that regulate these uses and structures. Boulder, CO • Greenhouses and hoop houses treated as accessory structures • No building permit required under the following conditions: • Maximum 120 square feet • One detached structure allowed on lots less than 0.5 aces in size • Two detached structures allowed on lots larger than 0.5 acres in size Wheat Ridge, CO • Allowed as accessory structures on residentially zoned property • Setbacks and other development standards apply • Permit is required Minneapolis, MN: • No building permit if used for less than 180 days per year • Hoop house allowed as accessory structure, for no more than 180 days • Permanent hoop house subject to site plan review and building code • Hoop house not to exceed four (4) feet in height; not allowed in side yard • Waiver of some regulations for community gardens • Fire Code regulations apply Milwaukee, WI: • Hoop houses require a permit; no fee is required Town of Vail Page 5 August 2, 2016 - Page 424 of 4z Agricultural buildings like hoop houses are exempt from the Wisconsin Commercial Building Code, however the structures are checked to ensure they meet all zoning regulations A hoop house may be no taller than 14 feet at its highest point. The maximum sidewall height is also 14 feet State of New Jersey: Temporary greenhouses and hoop houses are exempt from the Uniform Construction Code, if four criteria are met: • No permanent anchoring system or foundation • No storage of solvents, fertilizers, gases, or other chemical or flammable materials • No wider than 31 feet • Unobstructed path no longer than 150 feet required from any point to a door or fully accessible wall area • Covering materials shall not exceed six (6) mils or 152.4 micrometers • Electrical and mechanical permits may be required • Water backflow preventers required. Town of Vail Page 6 August 2, 2016 - Page 425 of 4z VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Town Smoking and Vaping Laws and Regulations Memorandum. ATTACHMENTS: Description Town Smoking and Vaping Laws and Regulations Memorandum TOWN OF VAIP August 2, 2016 - Page 426 of 4z rowN ofvain Memorandum To: Council From: Stan Zemler, Town Manager Date: August 2, 2106 Subject: Smoking and Vaping We were asked to look into the Town's authority regarding restrictions on smoking, including vaping and use of other similar e -cigarette devices, in Town parks. Based on our analysis, we believe that the Town should update its current smoking regulations in Chapter 4, Title 5 of the Vail Town Code (the "Code") regarding indoor smoking, and at the same time, the Town could enact additional restrictions to address outdoor smoking. Smoking Chapter 4, Title 5 of the Code is based upon previous state law that authorized the Town to adopt indoor smoking regulations. Chapter 4, Title 5 of the Code restricts smoking in public places within the Town and is limited in scope to addressing indoor public places, such as theaters, schools, banks, and healthcare facilities. Code § 5-4-3. The Code permits smoking in restaurants, bars, nightclubs, and assembly or meeting rooms, unless the owner or lessee designates such areas as nonsmoking. Code § 5-4-4. However, in 2006, the Colorado legislature passed the Colorado Clean Indoor Air Act, C.R.S. § 25-14- 201, et seq. (the "CCIAA"), which mandates that any Town ordinance be no less stringent than the state law. C.R.S. § 25-14-207. As a result of the passage of the CCIAA, several current Code provisions are likely unenforceable, including Code § 5-4-3 and 5-4-4. The CCIAA defines smoking as the "burning of a lighted cigarette, cigar, pipe, or any other matter or substance that contains tobacco or marijuana." C.R.S. § 25-14-203(16). The CCIAA prohibits smoking from all indoor places, such as grocery stores, public meeting places, elevators, health care facilities, bars, and food service establishments. C.R.S. § 25-14-204(1). In addition, the CCIAA prohibits smoking in an "entryway," which is defined as follows: "Entryway" means the outside of the front or main doorway leading into a building or facility .... "Entryway" also includes the areas of public or private property within a specified radius outside of the doorway. The specified radius shall be determined by the local authority or, if the local authority has not acted, the specified radius shall be fifteen feet. August 2, 2016 - Page 427 of 4z C.R.S. § 25-14-203(7). Based on this definition, the Town is expressly authorized to expand the 15 -foot "no smoking" radius around a building entryway. In addition, based on its home rule authority, the Town could add a "no smoking" radius to other building entrances and exits (back and side doorways). Because the CCIAA and its grant of local authority to the Town is limited to addressing indoor air (and outdoor air around entryways), if the Town chooses to limit smoking in outdoor spaces such as parks, the Town will need to rely on its general police power in its home rule charter. Other Colorado municipalities, such as Boulder, Fort Collins and Lakewood (all home rule), have adopted regulations to prohibit outdoor smoking in public areas such as parks. Vaping The use of e -cigarette and other vaping products indoors and outdoors falls outside the CCIAA and the current Code provisions. E -cigarettes and vaping products do not burn anything; they heat and vaporize water, flavors, and usually — but not always — nicotine. As such, use of them is not "smoking" under the CCIAA or the Code. E -cigarettes and other "electronic nicotine delivery systems" are newly regulated by the Food and Drug Administration, with most restrictions taking effect next month. See www.fda.gov/Tobacco. In addition, state laws restricting sales of tobacco and tobacco products to minors were amended in 2014 to address e -cigarettes by including products that "can be used to deliver tobacco or nicotine to the person inhaling from the device...." See C.R.S. § 18-13-121 (emphasis added). Thus, as an age -restricted tobacco product, minors under age 18 are already prohibited by state law from using or possessing e -cigarettes anywhere in Town. However, if the Town Council wishes to prohibit the use of e -cigarettes in locations where smoking is prohibited, a Code amendment is necessary. Suggested Code Revisions Based on the foregoing, we would recommend that the Town Council revise the Town's current smoking regulations. Those revisions could include: (1) updates to the indoor smoking regulations to comply with the CCIAA; (2) a new definition of "smoking" to cover vaping in both indoor and outdoor locations; and (3) the addition of outdoor public places to the list of smoking -and vaping- restricted locations. While there is some risk that outdoor smoking regulations could be characterized as exceeding the Town's statutory authority, it is our opinion that the overall risk is minimal in light of the Town's home rule authority. The risk is further minimized if the Town limits its new restrictions to Town -owned parks and open space, where the Town has both regulatory authority and a property interest. Finally, the growing recognition of the need to regulate and restrict e - cigarettes, both locally and nationally, would support any additional vaping regulations that the Town Council adopted. We will wait for your direction before preparing any ordinance. As always, please let us know if this memorandum raises any questions. Town of Vail Page 2 August 2, 2016 - Page 428 of 4z VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Ski Storage Informational Memorandum ATTACHMENTS: Description Informational Memo Ski Storage Map TOWN OF VAIP August 2, 2016 - Page 429 of TOWN OF Memorandum To: From: Date: Subject Town Council Community Development Department August 2, 2016 Commercial Ski Storage/Ski Club BACKGROUND On September 26, 1989, the Planning and Environmental Commission (PEC) unanimously approved a request to amend the Commercial Core I zone district to include commercial ski storage as a permitted use in the basement or garden levels of a structure. Many requests were being made at that time to locate commercial ski storage operations on the first floor or street level, which was the impetus for the creation of the new use. Prior to this, ski storage facilities were being permitted as accessory to a ski shop or a personal service business if located in the basement or garden level. The use was restricted to basement or garden levels with the recognition that personal service uses did not provide the dynamic retail storefronts that are essential to the pedestrian character of Lionshead and Vail Village. This was done in keeping with the purpose of the horizontal zoning regulations passed by the Vail Town Council fourteen years prior. This approval became effective with the passage of Ordinance 26, Series of 1989. EVOLUTION OF EXISTING POLICY ON COMMERCIAL SKI STORAGE/SKI CLUB The existing policy on ski storage stems largely from the characteristics of its use at its inception in 1989. At that time, the use could be characterized as warehousing and was best suited for areas least accessible and visually discrete to the guest. As a use with minimal vitality and no direct sales tax generation, Commercial Ski Storage joined other uses including barber shops and professional offices that were considered appropriate on the basement and garden levels but not on the first floor or street level of a structure. In the early to mid 1970's, an imbalance of land uses was identified as a threat to the character of Vail Village, resulting in a concerted effort to encourage a more desirable mix of land uses.1 In 1975, the Vail Town Council passed Ordinance No. 16, which established horizontal zoning within the Commercial Core I zone district — part of the purpose of which was "to promote a variety of retail shops at the pedestrian level." Since then, the Vail Town Code has been amended to further refine horizontal zoning. In 1978, the horizontal zoning concept was applied to Lionshead with Ordinance No. 50. With Ordinance No. 39, Series of 2007, the terms basement or garden level, and first August 2, 2016 - Page 430 of 4z floor or street level were clarified. In that ordinance, it is stated, The intent of this "horizontal zoning" technique is to encourage a vibrant retail environment adjacent to the pedestrian areas of both Vail Village and Lionshead; while also facilitating mixed use developments composed of office, residential and commercial uses. The concept of horizontal zoning has been embraced within the Town's master plans. Ir the Vail Village Master Plan, horizontal zoning is cited as a means of achieving Goal #2, which is: TO FOSTER A STRONG TOURIST INDUSTRYAND PROMOTE YEARAROUND ECONOMIC HEALTH AND VIABILITY FOR THE VILLAGE AND FOR THE COMMUNITYAS A WHOLE. The Planning and Environmental Commission has advocated for horizontal zoning since its inception, preferring retail at first floor or street level locations because the use fosters street life, provides vitality and generates more tax revenue than service related uses. Commercial Ski Storage, as codified and defined in 1989, was largely a back -of -house operation where skis were accepted from guests, at slopeside or other locations, placed on carts and then stored. Another iteration of the use common at that time was the individual for -rent ski locker. This use enabled individuals to keep their equipment in close proximity to the ski slopes, which was also located largely away from public view in the basement or garden level. Since that time, the use has been refined significantly. The ski storage/concierge service use has become an expected guest service. Skis are still accepted slopeside and are stored below grade but additional guest services are offered in a club setting including food and beverage, upscale lockers and socializing areas. Club membership availability is limited with extensive waiting lists occurring at many of these social establishments. Examples of this type of use include the Vail Mountain Club, located in Mountain Plaza, and the Passport Club, located at Golden Peak. Several lodging properties, including the Sebastian, Sonnenalp and the Four Seasons Resorts, have opened up operations near the ski slopes to offer their guests similar services. The Four Seasons provides individual lockers on the second floor of the "Hong Kong Cafe" building that store helmets, gloves etc. while the skis and snowboards are carted and stored in the basement. Other services offered in addition to the lockers are socializing areas and limited food and drink. These operations function similar to the established ski clubs. Town of Vail Page 2 August 2, 2016 - Page 431 of 4z III. COMMERCIAL SKI STORAGE/SKI CLUB USE Commercial Ski Storage/Ski Club is defined in Section 12-2-2, Definitions, Enumerated, as follows: Storage for equipment (skis, snowboards, boots and poles) and/or clothing used in skiing related sports, which is available to the public or members, operated by a business, club or government organization, and where a fee is charged for hourly, daily, monthly, seasonal or annual usage. This use may have, but does not require, the following components: A. Personal Lockers B. Boot dryers C. Ski storage racks D. Ski tuning E. Food and beverage service F. Areas for congregation and/or socializing G. Restrooms and/or shower facilities H. Non -winter activities 1. Concierge ski services J. Retail sales K. Business center *Ski storage that is part of a lodge, or dwelling unit, in which a fee is not charged, is not considered Commercial Ski Storage/Ski Club. IV. PERMITTED USES Use, Permitted is defined in Section 12-2-2, Definitions, Enumerated, as follows: A permitted use is a principal use or activity allowed by right within a zone district. 12-4-2: Permitted Uses: A. Listed Uses Exclusive: The listing of any use as being a permitted use in any particular zone district shall be deemed an exclusion of such use from any other zone district unless expressly permitted as a permitted use, conditional use or accessory use. B. Prohibited If Not Permitted: The permitted uses, conditional uses and accessory uses in the particular districts shall be deemed to be exclusive uses for those districts, and any use not specifically permitted as a permitted use is prohibited unless a determination of similar use is made in accordance with section 12-3-4 of this title. V. WHERE ARE COMMERCIAL SKI STORAGE/SKI CLUBS PERMITTED? Commercial Ski Storage/Ski Club is a permitted use in the following zone districts, within the basement or garden level of a building: Town of Vail Page 3 August 2, 2016 - Page 432 of 4z • Commercial Core 1 (CC1) • Commercial Core 2 (CC2) • Lionshead Mixed Use 1 (LMU-1) • Lionshead Mixed Use 2 (LMU-2) • Ski Base/Recreation (SBR) • Ski Base/Recreation 2 (SBR2) There currently are no other zoning considerations available such as a conditional use permit for a Commercial Ski Storage/Ski Club to be located at the street level or above, unless the ski storage is part of a lodge, or dwelling unit, in which a fee is not charged. VI. WHAT CONSTITUTES A BASEMENT AND GARDEN LEVEL? Basement or Garden Level is defined in Section 12-2-2, Definitions, Enumerated, as follows: For the purposes of implementing horizontal zoning, basement or garden level shall be any floor, or portion of any floor, of a structure located below the first floor or street level of that structure, as determined by the administrator. More than one floor, or portions of a floor or floors, may be defined as basement or garden level within a single structure. For the purposes of determining floor level, the following factors may be considered: site topography, location of building entrances and facades relative to the adjacent vehicular or pedestrian ways, interior building layout, proximity to adjacent vehicular or pedestrian ways and relationships to other floors in the structure. VII. OUTDOOR DISPLAY DIFFERENTIATED Outdoor Display is considered a different type of use than Commercial Ski Storage/Ski Club and is defined in Section 12-2-2, Definitions, Enumerated, as follows: A temporary outdoor arrangement of objects, items, or products representative of the merchandise sold or rented by a retail establishment, and further regulated by section 12-14-21 of this title. VIII. 12-14-21: OUTDOOR DISPLAY OF GOODS A. Purpose: The purpose of this section is to establish regulations for the outdoor display of goods by retail establishments. B. Applicability: Outdoor display of goods shall be permitted by retail establishments in the following zone districts and shall be prohibited in all zone districts not listed: 1. Housing (H) district; 2. Commercial core 1 (CC1) district; 3. Commercial core 2 (CC2) district; 4. Commercial core 3 (CC3) district; Town of Vail Page 4 August 2, 2016 - Page 433 of 4z 5. Commercial service center (CSC) district; 6. Lionshead mixed use 1 (LMU-1) district; 7. Lionshead mixed use 2 (LMU-2) district; 8. Ski base/recreation 2 (SBR2) district. C. Permit Not Required: Outdoor display on private property, where permitted by the provisions of this title, are not subject to design review. A permit is required to obtain a license to utilize town owned property for outdoor display of goods by retail establishments, per title 8, chapter 7 of this code. D. Requirements For Outdoor Display: Where permitted, outdoor display shall be subject to the following limitations: 1. Location: The area used for an outdoor display shall be located directly in front of the retail establishment displaying the goods. Outdoor display shall be entirely upon the establishment's own property unless the retail establishment is permitted to utilize town owned property, per the requirements in title 8, chapter 7 of this code. 2. Circulation: Outdoor display shall not impede circulation and thus, shall not block or encroach upon the required ingress/egress of doorways, walkways, stairways, and parking or loading/delivery spaces. 3. Street And Sidewalk Width: A minimum street width of twenty two feet (22') shall be maintained in order to allow for emergency vehicle access. Sidewalks shall remain a minimum width of six feet (6). Connection of exit discharge to the public way, as required by the adopted building code, shall not be blocked. 4. Public Safety: Outdoor display shall not pose any risks to public safety, shall not block or encroach upon any fire lane, and shall maintain a minimum distance to fire hydrants of seven feet (7') to side or rear, and fourteen feet (14') to the front. 5. Aesthetics: Outdoor display shall not negatively impact established view corridors or acknowledged "postcard" images and shall not visually detract from or block storefront or shop window. 6. Outdoor Display Fixtures: Outdoor display fixtures shall be freestanding, temporary in nature, and shall be removed from the exterior location when the business is closed. 7. Height: No part of any outdoor display shall extend more than six feet (6') above existing grade. 8. Signage: Sale signs may be permitted on outdoor displays, as regulated by subsection 11-6-3F of this code. No other signage is permitted on or adjacent to outdoor displays that is not otherwise approved by the administrator, subject to the regulations of title 11 of this code. 9. Cardboard Boxes Prohibited: Outdoor display of goods shall not include any cardboard boxes, unless part of individual packaging of goods. 10. Code Compliance: All aspects of the outdoor display shall remain in compliance with this code and the Vail comprehensive plan. Town of Vail Page 5 August 2, 2016 - Page 434 of 4z IX. MAP The attached map makes reference to the zone districts where Commercial Ski Storage/Ski Clubs are permitted by right in accordance with Section IV of this memo. Town of Vail Page 6 August 2, 2016 - Page 435 of 4z Zone Districts Currently Allowed for Commercial Ski Storage/Ski Club (Basement or Garden Level) Subject Properties 1 �rJ 1 9 Jam- I o � I 11� r ✓� alp TF- ---- r--- --__- --_� Commercial Core 1 (CC1) Lionshead Mixed Use 1 (LMU-1) Ski Base/Recreation (SBR) _ Commercial Core 2 (CC2) Lionshead Mixed Use 2 (LMU-2) Ski Base/Recreation 2 (SBR -2) L e This map was created by the Town of Vail GIS Team. Use of this map should be for general purposes only. The Town of Vail does not amnant the accuracy of the information contained herein. Feet where shown, parcel line wo k is approximate) 0 500 1,000 2,000 August 2 2016 - Pa - e 436 of 444�ast Modified: �Uiy zz, 2016 TOWN OF VAIL` VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: June 2016 Sales Tax Memorandum ATTACHMENTS: Description June 2016 Sales Tax Memorandum TOWN OF VAIP August 2, 2016 - Page 437 of 4z MEMORANDUM July 26, 2016 To: Vail Town Council Stan Zemler I& i0C44i1:F11C•7M From: Sally Lorton Re: June Sales Tax Vail will collect an estimated $35,000 in additional June sales tax to bring collections to $1,315,221. June would be up 5.9% or $72,821 from June 2015 and up 6.7% or $82,534 from budget. Year to date would be up 1.5% or $212,927 from 2015 and down .3% or $44,077 from budget. August 2, 2016 - Page 438 of 4z Month 2005 2006 2007 2008 2009 2010 Town of Vail Sales Tax Worksheet 7/26/2016 2011 2012 2013 2014 2015 Budget 2016 Collections Budget Variance % Change from 2015 % Change from Budget January 2,275,967 2,597,985 2,783,306 2,976,655 2,619,673 2,564,383 2,795,688 2,855,524 3,145,620 3,483,245 3,696,798 3,722,428 3,736,405 13,977 1.07% 0.38% February 2,429,377 2,527,130 2,718,643 3,071,615 2,588,889 2,577,360 2,803,136 2,994,580 3,267,351 3,477,419 3,593,947 3,727,134 3,744,055 16,921 4.18% 0.45% March 2,785,101 2,852,954 2,986,446 3,327,304 2,504,567 2,685,004 3,143,418 3,185,859 3,650,157 3,788,185 4,053,961 4,143,010 4,223,863 80,853 4.19% 1.950 April 915,554 1,280,324 1,330,740 1,098,918 1,235,941 1,156,934 1,191,690 1,183,087 1,069,186 1,280,641 1,370,929 1,341,310 1,085,924 (255,386) -20.79% -19.04% May 458,770 449,283 545,874 622,103 516,150 421,925 473,292 487,739 563,602 607,729 584,454 632,924 649,948 17,024 11.21% 2.69% June 834,913 805,362 953,017 918,061 717,233 873,765 895,951 963,143 1,023,801 1,153,247 1,242,400 1,232,687 1,280,221 47,534 3.04% 3.86% Total 9,699,682 10,513,038 11,318,026 12,014,656 10,182,453 10,279,371 11,303,175 11,669,932 12,719,717 13,790,466 14,542,489 14,799,493 14,720,416 -79,077 1.22% -0.53% July 1,166,183 1,255,243 1,265,781 1,397,842 1,121,860 1,228,767 1,481,329 1,573,499 1,654,161 1,829,102 1,937,989 1,954,345 August 993,985 1,055,614 1,162,746 1,349,795 1,068,391 1,147,352 1,310,471 1,380,710 1,507,048 1,674,813 1,702,579 1,760,820 September 795,807 832,549 908,318 834,569 753,754 761,425 889,945 978,037 994,135 1,054,015 1,240,277 1,184,930 October 566,173 614,396 688,519 662,767 581,033 594,362 623,420 644,577 755,133 752,295 835,649 843,227 November 713,117 799,582 747,877 719,109 651,873 701,075 788,430 825,873 947,627 962,344 997,100 1,046,566 December 2,549,032 2,771,258 2,821,871 2,652,628 2,553,974 2,963,763 3,184,645 2,973,826 3,422,178 3,818,096 3,885,849 3,998,619 Total 16,483,979 17,841,680 18,913,138 19,631,366 16,913,338 17,676,115 19,581,415 20,046,454 21,999,999 23,881,131 25,141,932 25,588,000 August 2, 2016 - Page 439 of 444 TOWN OF VAIP VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Annual Civic Recognition Award Update PRESENTER(S): Dave Chapin, Mayor ACTION REQUESTED OF COUNCIL: Council support of an annual civic recognition award with first year to be rolled out with Vail 50th birthday celebration activities. BACKGROUND: Proposal presented by council committee to develop concept for an annual civic recognition award as a legacy project associated with Vail's 50th birthday activities. ATTACHMENTS: Description Memo Annual Civic Recognition Award Update August 2, 2016 - Page 440 of 4z Memorandum To: From: Date: Subject Vail Town Council Legacy Project Planning Committee August 2, 2106 Annual Civic Recognition Award Update BACKGROUND As the Town of Vail prepares to celebrate its 50th birthday on August 23, 2016, a proposal has been initiated by the planning committee to develop an annual civic recognition award as a legacy project. A Town Council committee was formed at the July 19, 2016 meeting with Dave Chapin, Jenn Bruno, Dick Cleveland and Kim Langmaid volunteering. A committee meeting was held on July 25, 2016 to refine the concept as presented in this update. ANNUAL CIVIC RECOGNITION AWARD The Town of Vail civic recognition award will be presented annually to recognize an individual, couple or team that exemplifies the spirit and fortitude in making Vail a great community through one or more actions that make a lasting impact. Recipients will be recognized for their pioneering contributions of time and talent, courage, leadership, vision and commitment in their endeavor to enhance Vail's social, recreational, cultural, educational and environmental values that define the community. Nomination Criteria Individual, couple or team should live, work, own a business or own property in Vail with the recognized activities centered in Vail. Selection criteria will be evaluated on: One or more actions that have made a significant contribution to the overall betterment of the community. Actions should demonstrate pioneering contributions of time and talent, courage, leadership, vision and commitment to enhance Vail's social, recreational, cultural, educational and environmental values that define the community. Contributions need not be limited to achievements immediately preceding the year of the award but may be cumulative over a period of years. August 2, 2016 - Page 441 of 4z Award Roll -Out The organizing committee has identified an outstanding community member to be the recipient of the inaugural civic award to be announced in recognition of the Town of Vail's 50th birthday celebration on August 23, 2016. The annual nomination schedule for future years is as follows: • For the 2017 civic award, nominations will be collected from the community from November 1 through December 15, 2016. • Submissions will be reviewed by 3 -member committee appointed by the Vail Town Council. • The recipient(s) will be recognized during a luncheon as well as the Town of Vail Annual Community Meeting in March in which a recognition plaque will be presented. A cumulative Honor Roll plaque will be dedicated to hang in the Vail Town Council Chambers. • The recognition will be formalized by a Mayoral Proclamation adopted by the Vail Town Council. III. ACTION REQUESTED OF THE COUNCIL The organizing committee proposes VAIL TRAILBLAZER AWARD as the name of this annual civic recognition and asks for support to move forward with the recognition. Town of Vail Page 2 August 2, 2016 - Page 442 of 4z TOWN Of VAJL' VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Executive Session, pursuant to: 1) C.R.S. §24-6-402(4)(b) - to receive legal advice on specific legal questions, Regarding: Property tax homestead exemption, increasing the lift tax ballot question, smoking or vaping in public, booting of vehicles and Colorado House Bill 16-1309 and Colorado House Bill 16-1311 PRESENTER(S): Matt Mire, Town Attorney August 2, 2016 - Page 443 of 4z VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Recess approximately at 4:15 p.m. TOWN Of VAJL' August 2, 2016 - Page 444 of