Loading...
The URL can be used to link to this page
Your browser does not support the video tag.
Home
My WebLink
About
2016-08-16 Agenda and Supporting Documentation Town Council Regular Meeting Agenda
VAIL TOWN COUNCIL REGULAR MEETING Evening Agenda TOWN Of VAJt' Town Council Chambers 75 South Frontage Road W., Vail, CO 81657 6:00 PM, August 16, 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 will be taken on each agenda item. Citizen participation offers an opportunity for citizens to express opinions or ask questions regarding town services, policies or other matters of community concern, and any items that are not on the agenda. Please attempt to keep comments to three minutes; time limits established are to provide efficiency in the conduct of the meeting and to allow equal opportunity for everyone wishing to speak. 1. Citizen Participation 2. Any action as a result of executive session 3. Consent Agenda 3.1. Minutes from July 5, 2016 meeting 5 min. 3.2. Minutes from July 19, 2016 meeting 3.3. Slifer Square Repairs Project - Design Contract Award Presenter(s): Chad Salli Background: Slifer Square Repairs project includes water quality improvements, storm sewer repairs, snowmelt main replacement and reconstruction of the fountain. The Town issued a Request for Proposals in July for the design of this project. Three proposals were received, Brightview Design Group, Zehren and Associates and Norris Design. After a thorough review of the proposals, staff recommends awarding the design contract to Brightview Design Group, in the amount of $108,315.00. This is within the design phase budget and scheduled for a spring/fall 2017 construction. 4. Town Manager Report 5. Action Items 5.1. Discussion about proposed lift tax ballot question 60 min. Public input is welcome on this topic Presenter(s): Stan Zemler, Town Manager, Matt Mire, Town Attorney Action Requested of Council: Request direction about proposed lift tax ballot August 16, 2016 - Page 1 of 48� question and amount of rate increase. Background: Discussion about proposed ballot language addressing an increase in the ski area lift ticket admissions tax. Public input is welcome on this topic. Proposed Ballot Language: SHALL THE TOWN OF VAIL SKI AREA LIFT TICKETADMISSIONS TAX BE INCREASED BY $ IN THE FIRST FISCAL YEARAND BY WHATEVER ADDITIONAL AMOUNTS ARE RAISED ANNUALLY THEREAFTER BY THE IMPOSITION OF AN ADDITIONAL TAX OF 4%, COMMENCING JANUARY 1, 2017 AND CONTINUING THEREAFTER, SO THAT THE TOTAL LIFT TICKETADMISSIONS TAX IS 8%, WITHOUT MODIFYING THE MANNER IN WHICH SUCH TAX IS ASSESSED OR COLLECTED OR THE PRIVILEGES SUBJECT TO SUCH TAX; WITH ALL REVENUES COLLECTED, RETAINED AND EXPENDED FOR SUCH TAX TO BE USED FOR GENERAL TOWN PURPOSES; AND SHALL ALL SUCH REVENUES BE COLLECTED, RETAINED AND EXPENDED ASA VOTER - APPROVED REVENUE CHANGE NOTWITHSTANDING ANY RESTRICTION UNDERARTICLE X, SECTION 20 OF THE COLORADO CONSTITUTION ORANY OTHER LAW? 5.2. Resolution No. 26, Series of 2016, A Resolution Approving an 10 min. Intergovernmental Agreement Between the Town of Vail and Eagle County Concerning the Administration and the Conduct of Eagle County's Coordinated Election on November 8, 2016 and Setting Forth Details in Regard Thereto Presenter(s): Matt Mire, Town Attorney Action Requested of Council: Approve, approve with amendments or deny Resolution No. 26, Series of 2016. Background: The Resolution approves an Intergovernmental Agreement with Eagle County for the Clerk and Recorder's Office to provide services related to the administration and conduct of the November 8, 2016 General Election. The election is conducted as a mail ballot election. 5.3. Selection of Contractor for Management of Vail Welcome Centers/Host 30 min. Program Presenter(s): Suzanne Silverthorn, Director of Communications Action Requested of Council: Solicit public comment and 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 contract shall be for one year with the opportunity to renew the contract for an additional two years based on exceptional performance. 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. — were forwarded to the final round which included preparation of a written business plan and interviews with the Town Council on August 2, 2016. The current service contract for management of the Welcome Centers/Host Program expires on September 30, 2016. 5.4. Resolution No. 27, Series of 2016, a Resolution stating the value of public 10 min. lands to the Town of Vail's economy, recreation, heritage, and quality of life, August 16, 2016 - Page 2 of 48� and supporting continued federal ownership of federal public lands, and setting forth details in regard thereto. Presenter(s): Kristen Bertuglia, Environmental Sustainability Manager Action Requested of Council: Staff requests the Vail Town Council consider the approval, approval with modifications, or denial of Resolution No. 27, Series of 2016. Background: At the request of the Vail Town Council, staff proposes for adoption Resolution No. 27, Series of 2016, in opposition of the transfer of ownership of federal public lands to the states. Staff Recommendation: Staff recommends the Vail Town Council approve Resolution No. 27, Series of 2016. 5.5. Ordinance No. 20, Series of 2016 - First Reading, An Ordinance Repealing 15 min. and Reenacting Ordinance No. 11, Series 1990, Establishing Special Development District No. 24, Warner Development, Pursuant to Article A, Special Development (SDD) District, Chapter 9, Title 12, Zoning Regulations, Vail Town Code and Setting Forth Details in Regard Thereto Presenter(s): Matt Panfil, Planner Action Requested of Council: To approve an amendment to SDD No. 24, Warner Development, to remove Section 5, Item 3 requiring the indoor pool area on the subject property to be permanently restricted to use a pool. Background: When SDD No. 24, Warner Development, was approved in 1990, the subject property deviated from the underlying Two -Family Primary/Secondary Residential (PS) District in regards to gross residential floor area (GRFA) and site coverage. As part of the approval it was conditioned that the indoor pool area permanently be restricted to use as a pool. In 2004, changes were made to the Vail Town Code with regard to the calculation of GRFA resulting in the subject property now having an excess amount of allowable GRFA. Staff Recommendation: The Community Development Department recommends approval to the Town Council of a major amendment to Special Development District No. 24, Warner Development, pursuant to Section 12- 9A-10, Amendment Procedures, Vail Town Code, to remove Section 5, Item 3 requiring the pool area on Lot 4 to be permanently restricted to a pool, from the conditions of approval within Ordinance No. 11, Series of 1990. 6. Public Hearings 6.1. Ordinance No. 18, Series of 2016, Second Reading, An Ordinance 5 min. Repealing and Reenacting Chapter 11 of Title 5 of the Vail Town Code, Concerning the Abatement of Diseased Trees and Wildfire Fuels Presenter(s): Mark Novak, Fire Chief Action Requested of Council: Approve, approve with amendments or deny Ordinance No. 18, Series of 2016 on second reading. Background: Ordinance No. 18 revises the current Mountain Pine Beetle and Wildfire Fuels Reduction ordinance to include all forest pathogens, amends the current definition of wildfire fuels and reassigns responsibility for this section of code from Public Works to the Fire Department. Staff Recommendation: Approve Ordinance No. 18, Series of 2016 as read. 6.2. Ordinance No. 19, Series of 2016, Second Reading, An Ordinance 15 min. Amending Article B, Chapter 3, Title 4 of the Vail Town Code to Create a New Section Relating to the Private Use of Vehicle Immobilizers Presenter(s): Matt Mire, Town Attorney August 16, 2016 - Page 3 of 48� Action Requested of Council: Approve, approve with amendments or deny Ordinance No. 19, Series of 2016 upon second reading. Background: The use of vehicle immobilization devices, or "boots," is a practice being employed by private property owners to enforce parking violations and in some circumstances payment in their lots as an alternative, or in addition, to the use of towing. Without state or local regulation, there is an increased opportunity for fraudulent and predatory booting practices that negatively impact the Town's citizens. The Town Council finds that private booting, so long as it remains unregulated, presents an appreciable risk to public safety and to property. As such, the Town Council, pursuant to its authority to protect and secure the public health, safety and welfare of its citizens, desires to prohibit the use of vehicle immobilization devices in the Town. 7. Adjournment 7.1. Adjournment at 8:45 p.m. Meeting agendas and materials can be accessed www.vailgov.com. All town council meetings will be str available for public viewing as the meeting is happening. the week following meeting day, www.publicaccess5.org. prior to meeting day on the Town of Vail website earned live by Public Access Television Channel 5 and The meeting videos are also posted to Channel 5 website 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 16, 2016 - Page 4 of 48� VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Minutes from July 5, 2016 meeting ATTACHMENTS: Description July 5, 2016 Town Council Meeting Minutes TOWN OF VAIP August 16, 2016 - Page 5 of 48� Vail Town Council Meeting Minutes Tuesday, July 5, 2016 6:00 P.M. Vail Town Council Chambers The regular meeting of the Vail Town Council was called to order at approximately 6:00 P.M. by Mayor Chapin. Members present: Dave Chapin, Mayor Jenn Bruno, Mayor Pro Tem Dick Cleveland Kevin Foley Kim Langmaid Jen Mason Greg Moffet Staff members present: Stan Zemler, Town Manager Matt Mire, Town Attorney Patty McKenny, Town Clerk 1. Citizen Participation Stephen Connelly, resident, shared his comments on several topics, 1) housing to focus on locals and not on recruiting, 2) another perspective when reviewing events in keeping an open mind to solving challenges. Sanam Mehrnia introduced herself as an independent candidate running for Colorado District Attorney noting her website which has a great deal of information for the public, link: www.sanammehrnia.com. Michael Cacioppo spoke about his candidacy for Colorado State Representative's Office and commented on affordable housing and the need to put pressure on government officials and forest service for assistance in solving the housing problem when it comes to employees. Jennifer Teisinger, Caitlyn Murray, Bravo! Vail, presented an update on the success of the season and thanked Town Council for their support. Paul Rodeau, resident, inquired about the process and publication addressing public input and asked council to provide feedback on public comments. He also asked the town council to think "big and bold" when addressing housing issues. 2. Consent Agenda 2.1. Town Council May 3, 2016 meeting minutes Moffet moved to approve May 3, 2016 minutes; Bruno seconded the motion. It was noted to correct the spelling of resident Gwen Scalpello 's last name in the minutes. The motion passed (6-0; Foley abstained on the vote due to his absence from the meeting). 2.2. Town Council May 17, 2016 meeting minutes Town Council Meeting Minutes of Julys, 2016 Page 1 August 16, 2016 - Page 6 of 48� Moffet moved to approve the May 17, 2016 minutes; Foley seconded the motion and it passed (7-0). 3. Town Manager Report The Town Manager commented on the following upcoming community events: ■ Bighorn Park Community Picnic, July 12, 11:30 a.m. - 1:00 p.m. ■ Donovan Pavilion Community Picnic, August 9, 11:30 a.m. - 1:00 p.m. ■ Neighborhood Evacuation Drill, August 9, 2016 - ■ 50th Birthday Party, Donovan Pavilion, August 23rd at 4 pm 4. Presentations / Discussion 4.1. Public Comment on use of Lighted Pedestrian Crossing Safety Devices and Enhancements for Frontage Roads and Roundabouts Presenter(s): Greg Hall, Director of Public Works Action Requested of Council: Listen to presentation and public input and direct staff. Background: At the June 7, 2016 Town Council meeting, the Pedestrian Safety Enhancements (memo attached) were presented and discussed. It was requested by Council to hold a public input session to gather additional input and concerns regarding the use of lighted Pedestrian Crossing Safety Devices. Staff presented a recap on some of the current pedestrian safety activities with video highlights of the locations showing proposed signage. Such locations were identified in the project budget shown below. The Mayor invited public input at this time. Paul Rondeau expressed interest in using signage that would be powered by solar energy rather than electricity. Stephen Connelly expressed concerns with the signage and was not favorable to any "flashing" signs and suggested fixing the parking problem first and then make decisions about signage. He asked if the town was getting complaints about the lack of lighting and what kinds of incidents were occurring. He requested more citizen and visitor involvement. Lou Meskimen suggested using lighting instead of flashing lighting in order to create more visibility of pedestrians. Bob Armour expressed his concerns about more signage and did not support flashing signs as it is creating a more urban environment. Gwen Scalpello shared her own pedestrian crossing experiences noting that flashing lights, if strategically placed, may actually help to create a safer crossing experience. Michael Cacioppo supported flashing lights for safety reasons. Bill Ray expressed support of technology and using a solar component to the installation. Public input was closed at this time. Council comments supported the following ideas: Town Council Meeting Minutes of July5, 2016 Page 2 August 16, 2016 - Page 7 of 48� ✓ Begin to implement the flashing lights strategically, addressing high risk areas first ✓ Use low flashing lights ✓ Ensure the final result is tasteful in its appearance and functional in its purpose ✓ Be sure to evaluate there are not too many signs in locations that have been identified, especially in the roundabouts ✓ Supports lighting crosswalks does help in safety for pedestrians ✓ Begin with only implementation of Phase One addressing the high volume crossing areas first The project budget by phases is identified below. PROJECT BUDGET The proposed budgets fof capital improvements are as follows: Phase One Municipal Crosswalk Signs and Lighting: $105,000 Lionshead Cir Crosswalk Signs and Lighting: 5 55,000 West Mail Mall Crosswalk Signs and Pavement Barking: $ 30,000 Main Mail Roundabouts Crosswalk Signs 5135,000 West Mail Roundabouts R Crosswalk Signs S75,000 Total S410,000 Phase Two Vail Valley Drive Crossing Crosswalk Signs and Lighting $ 55,000 Glen Lyon Office Building Crosswalk Sign and Lighting75 5,000 Total $135,000 Future Lighting Phases Main Mail Roundabouts' • Enhanced Crossing Lighting 52003000 • Replace Entire Lighting System 56253000 West Mail Roundabouts" R Enhanced Crossing Lighting 5150,000 • Replace Entire Lighting System 5525,000 'These projects would be either one or the other and would be coordinated to work with DDOT and schedule construction when DDOT replaces the interstate ramp lighting over the next five years_ In July, the council will be asked to fund the first phase of the pedestrian safety improvements for installation this fall totaling $410,000_ The staff will request additional funds through the 2107 budget process for the remaining phases_ The additional improvements will be requested to be phasedover the next two to three years_ There was council support to include only Phase One estimates of the lighted pedestrian crossing safety devices and enhancements for Frontage Roads and roundabouts as part of the supplemental budget for second reading. 5. Action Items Town Council Meeting Minutes of Julys, 2016 Page 3 August 16, 2016 - Page 8 of 48� 5.1. Ordinance No. 15, Series 2016, First Reading, An Ordinance Making Adjustments to the Town of Vail General Fund, Capital Projects Fund, Real Estate Transfer Tax Fund, Dispatch Services, Timber Ridge Enterprise Fund, and Vail Marketing Fund Presenter(s): Carlie Smith, Budget Analyst Action Requested of Council: Approve or approve with amendments Ordinance No. 15, Series 2016 Jan Mason recused herself from the agenda topic discussion due to conflict of interest with an application for funding from VVF; it was determined that Mason should stay and refrain from voting on the "funding request applications only. There were several questions related to items in the supplement budget, using VRA or CIP funds to pay for the public art, the Vail Resorts, Inc. master lease program at Timber Ridge, the Valley Home Store services, and a question about the collection of business fees to pay for housing. Since the discussion focused on the off -cycle contribution requests, Jenn Mason departed the meeting room at this time. The list of off -cycle funding requests are outlined below: 2016 Off -Cycle Contributions List: A. Vail Centre BACKGROUND INFORMATION: The Vail Centre is requesting $1,500,000 to finance the development of a dedicated lifelong learning facility at the Treetops building in Lionshead. There was support to review the request during the 2017 budget cycle. B. Vail Valley Foundation BACKGROUND INFORMATION: The Vail Valley Foundation is requesting $50,000 for the expansion of the America's Winter Opening Festival which would involve of the rollup of Snow Daze and the Birds of Prey events under the America's Winter Festival umbrella. The expended event would include beer tents, awards/bib draws, athlete signings, legend focused events, and public participatory events such as snow shoeing. There was a request to review additional details about the event that would require the additional funding at the next meeting. C. Vail Valley Foundation dba Vail International Dance Festival BACKGROUND INFORMATION: The Vail Valley Foundation is requesting $15,000 to fund the new Community Art Access Program launching summer 2016. The contribution would be used to provide complimentary access to experience live preforming arts to community members who otherwise would not have the opportunity. The item was not supported in light of the town already funding the VIDF programming. D. Vail Valley Charitable Fund BACKGROUND INFORMATION: Vail Valley Charitable Fund is requesting $25,000 for the Unveiled Calendar Fundraising event to support their Direct Aid Grant Program. The item was not supported as it did not meeting application criteria. There was public input given at this time by Peter Boucher, Vail Centre, requesting the town's consideration of a strategic partnership with their organization and requested future dialogue about supporting their mission. It was suggested to consider the Vail Centre's funding request during the 2017 budget cycle, gather more details about the VVF event, and not include funding for VIDF and VVCF as it was not aligned with the town's role. Town Council Meeting Minutes of July5, 2016 Page 4 August 16, 2016 - Page 9 of 48� Jen Mason joined the meeting at this time. Moffet moved to approve Ordinance No. 15, Series 2016, First Reading, An Ordinance Making Adjustments to the Town of Vail General Fund, Capital Projects Fund, Real Estate Transfer Tax Fund, Dispatch Services, Timber Ridge Enterprise Fund, and Vail Marketing Fund. Foley seconded the motion and it passed (7-0). There were no funds included in the budget at this time from the non profit off cycle funding applications. 6. Public Hearings 6.1. Ordinance No. 9, Series of 2016, Second Reading, An Ordinance Amending Chapter 4 of Title 7 of the Vail Town Code to Regulate Electric Assisted Bicycles and Allow Electric Assisted Bicycles on Bicycle and Pedestrian Paths in Town Presenter(s): Gregg Barrie, Senior Landscape Architect and Matt Mire, Town Attorney Action Requested of Council: Approve, approve with amendments or deny Ordinance No. 9, Series of 2016 on second reading. Background: The Town of Vail desires to promote the use of electric assisted bicycles as an alternate mode of transportation and to encourage more people to complete trips by environmentally -friendly modes of transportation. Currently, the Vail Town Code does not permit electric assisted bicycles to be operated on bicycle and pedestrian paths. This ordinance will ensure the use of electric assisted bicycles as an alternate mode of transportation is safe, prudent and in the best interest of all users. The public hearing was opened at this time. The Town Attorney noted a couple of changes from first reading, 1) wattage reduced from 750 watt motor to 500 watt motor, and 2) the language prohibiting the E -bikes on state highway systems was deleted, included the Frontage Roads. Public input was taken at this time and Lou Meskimen supported the legislation and encouraged the town to establish dismount areas in the villages and Gwen Scalpello expressed support for installing speed limit signs. The public hearing was closed at this time. Moffet moved to approve Ordinance No. 9, Series of 2016, Second Reading, An Ordinance Amending Chapter 4 of Title 7 of the Vail Town Code to Regulate Electric Assisted Bicycles and Allow Electric Assisted Bicycles on Bicycle and Pedestrian Paths in Town. Foley seconded the motion and it passed (7-0). It was also suggested that the town continue to evaluate appropriate areas for requiring dismounting of bicycles and skateboards in heavily pedestrian oriented areas. 6.2. Ordinance No. 12, Series of 2016, Second Reading, An Ordinance Amending Ordinance No. 14, Series of 2015, Adopting by Reference the 2015 Edition of the International Plumbing Code Presenter(s): George Ruther, Director of Community Development Action Requested of Council: Approve, approve with modifications or deny Ordinance No. 12, Series of 2016. Background: The Vail Town Council adopted Ordinance No. 14, Series of 2015 in October of 2015. In doing so, the building codes of the Town of Vail were updated to the most recent version of the codes at that time. Since that time, the State of Colorado has adopted the 2015 Town Council Meeting Minutes of Julys, 2016 Page 5 August 16, 2016 - Page 10 of 4E Edition of International Plumbing Code, more commonly referred to as the "Colorado Plumbing Code". The purpose of this ordinance is to ensure the Town of Vail is up to date on the adoption of the most recent building codes. Staff Recommendation: The Community Development Department recommends the Vail Town Council adopts Ordinance No. 12, Series of 2016, as read. The public hearing was opened at this time. It was noted there were no changes with the ordinance from first reading. Moffet moved to approve Ordinance No. 12, Series of 2016, Second Reading, An Ordinance Amending Ordinance No. 14, Series of 2015, Adopting by Reference the 2015 Edition of the International Plumbing Code; Cleveland seconded the motion and it passed (7-0). There was not public input on this topic, the hearing was closed. 6.3. Ordinance No. 14, Series of 2016, An Ordinance Authorizing the Sale of Real Property Along Snowberry Drive, in Exchange for the Purchase of Real Property Along Snowberry Drive Presenter(s): Tom Kassmel, Town Engineer Action Requested of Council: Approve, approve with amendments or deny Ordinance No. 14, Series of 2016 on second reading. Background: Request for a land swap of private property and town right of way, exchanging excess right of way for private property which has Snowberry Drive encroaching within it. Staff Recommendation: Approve Ordinance No. 14, Series of 2016 on second reading. The Town Attorney noted there were no changes made to the ordinance from first reading. Moffet moved to approve Ordinance No. 14, Series of 2016, An Ordinance Authorizing the Sale of Real Property Along Snowberry Drive, in Exchange for the Purchase of Real Property Along Snowberry Drive; Bruno seconded the motion and it passed (7-0). There was no public input as part of the public hearing on this ordinance. Moffet moved to convene to an Executive Session at 8 p.m. pursuant to: 1) C.R.S. §24-6- 402(4)(b)(e) - to receive legal advice on specific legal questions; and to determine positions, develop a strategy and instruct negotiators, Regarding: Review Welcome Center RFP Proposals and Comcast Update; 2) C.R.S. §24-6-402(4)(b) — to receive legal advice on specific legal questions Regarding: Funding Allocations; Foley seconded the motion and it passed (7-0). The executive session adjourned and the regular meeting reconvened. Moffet noted the only items discussed were those referenced in the motion for executive session. There being no further business to come before the council, Moffet moved to adjourn the meeting and Foley seconded the motion which passed (7-0) and the meeting adjourned at 8:20 p.m. Respectfully Submitted, Attest: Dave Chapin, Mayor Patty McKenny, Town Clerk Town Council Meeting Minutes of Julys, 2016 Page 6 August 16, 2016 - Page 11 of 4E VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Minutes from July 19, 2016 meeting ATTACHMENTS: Description July 19, 2016 Town council Meeting Minutes TOWN OF VAIP August 16, 2016 - Page 12 of 4E Vail Town Council Meeting Minutes Tuesday, July 19, 2016 6:00 P.M. Vail Town Council Chambers The regular meeting of the Vail Town Council was called to order at approximately 6:00 P.M. by Mayor Dave Chapin. Members present: Dave Chapin, Mayor Jenn Bruno, Mayor Pro Tem Dick Cleveland Kevin Foley Kim Langmaid Jen Mason Greg Moffet Staff members present: Stan Zemler, Town Manager Matt Mire, Town Attorney Tammy Nagel, Deputy Town Clerk 1. Citizen Participation Bob Armor, resident, expressed frustration with Comcast's service. Armor's neighborhood has had several blackouts and felt the consumers are not getting the service they deserved. Additionally, Armor informed Council there were 117 signs from the West Vail roundabout area to the main Vail roundabout. Armor suggested before a new sign is added to the town streets, that a current sign be removed. 2. Consent Agenda 2.1. Minutes from June 7, 2016 meeting 2.2. Minutes from June 21, 2016 meeting Moffet moved to approve the consent agenda outlined above; Foley seconded the motion and it passed (7-0). 3. Town Manager Report 3.1. Neighborhood Code Compliance Update Town Manager, Stan Zemler, reported the town code enforcement officers investigate citizen's complaints and enforce the town coded when appropriate. 3.2. Booting Vehicles Zemler stated the police department looked into complaints regarding booting vehicles and found it was not really an issue. Moffet has had issues with an outside company booting his vehicles and would like to see booting outlawed in the Town of Vail. Mayor Chapin asked council members if they agree with Moffet's request to not allow booting of vehicles in the Town of Vail. Council members: Bruno, Langmaid, Mason and Foley supported Moffet's request and directed staff to draft an ordinance outlawing booting in town limits. 3.3. Summer Parking Update Zemler reported to council on his efforts to redirect employees from the Lionshead Parking Structure. Zemler has reached out to the hospital, construction companies and businesses Town Council Meeting Minutes of July 19, 2016 Page 1 August 16, 2016 - Page 13 of 4E asking them to encourage their employees to car pool or ride the bus to work, but acknowledged companies do not have control over employees' choices. Council members have received complaints that the variable sign says the structures are full when there are open spaces. Zemler stated he would have staff look at different messaging options for the board. 3.4. 50th Birthday Legacy Proposal, Regarding: Annual Civic Recognition Award. Communications Director Suzanne Silverthorn asked council if they would like to implement a legacy or citizen award to be presented at the Town of Vail's 50th Birthday party on August 23, 2016. Silverthorn asked for council members to volunteer to work with staff on creating this ward. Council members Chapin, Bruno, Langmaid, Mason volunteered to assist with the effort. 4. Action Items 4.1. Ordinance No. 17, Series of 2016, First Reading, An Ordinance Amending Title 7, Chapter 3, Articles C and D of the Vail Town Code to Increase the Penalties for Certain Parking Violations Background: The Town of Vail Code Enforcement Officers often encounter vehicles whose owners have had previous citations within relatively short periods of time and for similar if not identical offenses. Ordinance No. 17, Series of 2016 adds an escalating scale of fines for repeat offenders. This ordinance will help to improve guest experiences by making more parking spaces available through changing the behavior of those drivers that repeatedly violate time -restricted and prohibited parking areas. Code Enforcement Officer Jeff Campbell provided council with an overview of the proposed escalated parking fine proposal for repeat offenders. Council recommended raising the base fine of $38.00 to $50.00. Moffet moved to approve Ordinance No. 17, Series of 2016, First Reading, An Ordinance Amending Title 7, Chapter 3, Articles C and D of the Vail Town Code to Increase the Penalties for Certain Parking Violations, with the revision to increase the base fine from $38.00 to $50.00. Foley seconded the motion and it passed (7-0). There was no public comment. 4.2. East Vail Water Quality Concept Plan Update. Background: The purpose of this discussion is to update the Town Council in regards to the landscape and water quality improvements project at the East Vail interchange and provide a conceptual plan. Project Engineer Chad Sali provided an update in regards to the landscape and water quality improvements project at the East Vail interchange. Sali stated there are two main project goals: ✓ Protect and improve the water quality of Gore Creek from surface runoff originating from 1-70 and East Vail Frontage Roads ✓ Provide an aesthetically natural landscape plan to complement the water quality improvements Sali presented three conceptual alternatives for the East Vail Interchange, each with generally the same landscape aesthetics. ✓ Option 1: Replace existing drainage inlets with sump inlets to trap sediment prior to entering the culverts. $1.35 - $1.55 M Town Council Meeting Minutes of July 19, 2016 Page 2 August 16, 2016 - Page 14 of 4E ✓ Option 2: Option 1 + installing sediment vaults near Bighorn Road to provide a secondary capture of sediment that may bypass the sump inlets $1.75 - $2.OM ✓ Option 3: Option 2 + relocate the Gore Valley Trail from the edge of Gore Creek to toe of the slope of Bighorn Road to provide an area of expanded wetlands for a final (polishing) treatment of storm water prior to entering Gore Creek. $1.95 - 2.25M Sali recommended Option 3 as the preferred alternative for water quality because it's the most efficient treatment of storm water and the most efficient in maintenance for removal of sediment. Council voted unanimously and directed staff to move forward with option 3. 5. Public Hearings 5.1. Ordinance No. 15, Series of 2016, Second Reading, An Ordinance Making Adjustments to the Town of Vail General Fund, Capital Projects Fund, Real Estate Transfer Fund, Dispatch Fund, Vail Marketing Fund, and Timber Ridge Enterprise Fund Background: This will be second reading on Ordinance No. 15 the second Budget Analyst Carlie Smith reviewed the changes to the ordinance per the direction of council at the first reading on July 5th. Vail Valley Foundation presented council with a $50,000 funding proposal for an America's Winter Opening event scheduled for December 1-4, 2016. Jen Mason recused herself from this presentation since she is employed by the Vail Valley Foundation. The funding would be used for messaging, website development, infrastructure, staffing and sponsorship fulfillment. The event would be split between Beaver Creek during the day hosting the races and ending at night in Vail with the awards ceremony and the entertainment. Moffet expressed concern that the funding request was occurring outside the regular Special Events Commission review process. Bruno made a motion to approve Ordinance No. 15, Series of 2016 as read with CSE to review Vail Valley Foundation's America's Winter Opening and allocate up to $50,000; Foley seconded the motion. Motion passed (5-2 Cleveland and Moffet opposed). There being no further business to come before the council, Cleveland moved to adjourn the meeting and Foley seconded the motion which passed (7-0) and the meeting adjourned at 7:20 p.m. Respectfully Submitted, Attest: Dave Chapin, Mayor Tammy Nagel, Deputy Town Clerk Town Council Meeting Minutes of July 19, 2016 Page 3 August 16, 2016 - Page 15 of 4E TOWN OF VAIP VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Slifer Square Repairs Project -Design Contract Award PRESENTER(S): Chad Salli BACKGROUND: Slifer Square Repairs project includes water quality improvements, storm sewer repairs, snowmelt main replacement and reconstruction of the fountain. The Town issued a Request for Proposals in July for the design of this project. Three proposals were received, Brightview Design Group, Zehren and Associates and Norris Design. After a thorough review of the proposals, staff recommends awarding the design contract to Brightview Design Group, in the amount of $108,315.00. This is within the design phase budget and scheduled for a spring/fall 2017 construction. ATTACHMENTS: Description Slifer Contract Award August 16, 2016 - Page 16 of 4E rowN ofvain Memorandum To: Vail Town Council From: Department of Public Works Date: August 16, 2016 Subject: Slifer Square Repairs Project — Design Contract Award I. SUMMARY Slifer Square Repairs project includes water quality improvements, storm sewer repairs, snowmelt main replacement and reconstruction of the fountain. The Town issued a Request for Proposals in July for the design of this project. Three proposals were received, Brightview Design Group, Zehren and Associates and Norris Design. After a thorough review of the proposals, staff recommends awarding the design contract to Brightview Design Group, in the amount of $108,315.00. This is within the design phase budget. The project is scheduled for a spring/fall 2017 construction. II. STAFF RECOMMENDATION Staff recommends the Town Council authorize the Town Manager to enter into an agreement, in a format approved by the Town Attorney, with Brightview Design Group in an amount not to exceed $108,315.00. August 16, 2016 - Page 17 of 4E TOWN OF VAIP VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Discussion about proposed lift tax ballot question Public input is welcome on this topic PRESENTER(S): Stan Zemler, Town Manager, Matt Mire, Town Attorney ACTION REQUESTED OF COUNCIL: Request direction about proposed lift tax ballot question and amount of rate increase. BACKGROUND: Discussion about proposed ballot language addressing an increase in the ski area lift ticket admissions tax. Public input is welcome on this topic. Proposed Ballot Language: SHALL THE TOWN OF VAIL SKI AREA LIFT TICKET ADMISSIONS TAX BE INCREASED BY $ IN THE FIRST FISCAL YEAR AND BY WHATEVER ADDITIONAL AMOUNTS ARE RAISED ANNUALLY THEREAFTER BY THE IMPOSITION OF AN ADDITIONAL TAX OF 4%, COMMENCING JANUARY 1, 2017 AND CONTINUING THEREAFTER, SO THAT THE TOTAL LIFT TICKET ADMISSIONS TAX IS 8%, WITHOUT MODIFYING THE MANNER IN WHICH SUCH TAX IS ASSESSED OR COLLECTED OR THE PRIVILEGES SUBJECT TO SUCH TAX; WITH ALL REVENUES COLLECTED, RETAINED AND EXPENDED FOR SUCH TAX TO BE USED FOR GENERAL TOWN PURPOSES; AND SHALL ALL SUCH REVENUES BE COLLECTED, RETAINED AND EXPENDED AS A VOTER -APPROVED REVENUE CHANGE NOTWITHSTANDING ANY RESTRICTION UNDER ARTICLE X, SECTION 20 OF THE COLORADO CONSTITUTION OR ANY OTHER LAW? ATTACHMENTS: Description Memo Proposed Lift Tax Ballot Question August 16, 2016 - Page 18 of 4E rowN ofvain ") Memorandum To: Vail Town Council From: Stan Zemler, Town Manager Date: August 16, 2016 Subject: Discussion about proposed Lift Ticket Tax Ballot Question I. SUMMARY The discussion and public input session next Tuesday will address a proposed lift ticket ballot question (ballot issue). The proposal is for an increase in the Town's current lift ticket tax (addressed in Chapter 5 of Title 4 of the Vail Town Code, Ski Area Lift Ticket Admissions Tax). The ballot question has been drafted below, which if approved by the Town Council by resolution, would be considered by the Vail voters in a special election (possibly coordinated with Eagle County and held in the upcoming November election). II. BACKGROUND The lift tax was first imposed by ordinance in 1966 as an occupation and business tax on places of business operating a ski lift or ski tow. This was the same time a similar 2% occupation and business tax was imposed on lodges, restaurants, liquor stores and retailers. In May of 1992, the name of the tax was changed to Ski Area Lift Ticket Admissions Tax and the rate increased to 4%. Vail Associates (now Vail Resorts, Inc.) supported the increase in the tax to 4% based on their understanding the tax would support transportation systems. The ordinance enacting the tax, however, does not restrict the use of funds collected from the tax or reference transportation in any way. III. DISCUSSION Ballot Issue As noted above, any proposal to increase taxes must comply with TABOR. Ballot questions under TABOR are called "ballot issues," and must follow a specific format, including very specific language. Annual revenue from the lift tax collected in 2015 was $4.7 million, and has averaged $4.0 million annually over the past five years. Lift tax is consistently among the town's top five revenue sources, with sales tax, real estate transfer tax, and parking ranking higher. A doubling of the lift tax would result in additional collections of approximately $4.8 - $5.0 million per year. This amount of annual revenue stream would allow the Council to 1) issue tax revenue bonds in the amount of $40 million with a 15 year payback or 2) issue certificates of participation (COP's) in the amount of $35 million paid back over 10 years. The amounts and maturities vary due to interest rate differences between the types of debt. August 16, 2016 - Page 19 of 4E A proposed ballot question to increase the Town's lift ticket tax, assuming the Town Council does not wish to change anything about how the tax is assessed, would be as follows: SHALL THE TOWN OF VAIL SKI AREA LIFT TICKET ADMISSIONS TAX BE INCREASED BY $ IN THE FIRST FISCAL YEAR AND BY WHATEVER ADDITIONAL AMOUNTS ARE RAISED ANNUALLY THEREAFTER BY THE IMPOSITION OF AN ADDITIONAL TAX OF 4%, COMMENCING JANUARY 1, 2017 AND CONTINUING THEREAFTER, SO THAT THE TOTAL LIFT TICKET ADMISSIONS TAX IS 8%, WITHOUT MODIFYING THE MANNER IN WHICH SUCH TAX IS ASSESSED OR COLLECTED OR THE PRIVILEGES SUBJECT TO SUCH TAX; WITH ALL REVENUES COLLECTED, RETAINED AND EXPENDED FOR SUCH TAX TO BE USED FOR GENERAL TOWN PURPOSES; AND SHALL ALL SUCH REVENUES BE COLLECTED, RETAINED AND EXPENDED AS A VOTER -APPROVED REVENUE CHANGE NOTWITHSTANDING ANY RESTRICTION UNDER ARTICLE X, SECTION 20 OF THE COLORADO CONSTITUTION OR ANY OTHER LAW? The blank must be filled in, and must be an estimate of the additional amount of tax revenue that will be collected by the Town in the first fiscal year (2017). The estimate must be high enough that the revenues do not exceed the estimate, because any revenues collected in excess of the estimate must be returned to the taxpayers. A proposed ballot question would need to be finally adopted by the Town Council by resolution at or before the first Town Council meeting, September 6, 2016. Election Deadlines The Town Council needs to call a special election by resolution. At the time of the call, the Town must determine whether the election will be coordinated with Eagle County. Because this is a state general (and Presidential) election, most communities holding November elections are coordinating. In addition, because any tax increase implicates the Taxpayers' Bill of Rights (TABOR) contained in Article X, § 20 of the Colorado Constitution, there are numerous additional mailings that can be more easily performed by the Eagle County Clerk. However, coordination is not required. The Town Clerk has already notified the Eagle County Clerk that it intends to participate in the coordinated election and has received a copy of the Intergovernmental Agreement to participate in a coordinated election. The Town must submit the executed IGA to the County by August 30. The IGA is included on the agenda as well for consideration; staff suggests approving the IGA at this meeting in order to meet the August 30th deadline for submittal. The next important deadline is September 9th, the deadline by which the ballot content must be certified to the County Clerk. If the Town Council determines not to coordinate with Eagle County, the applicable deadlines will then depend on whether the Town Council would like to hold a mail ballot election or a polling place election. Assuming a mail ballot election, the first deadline (finalizing the ballot content) would be approximately 60 days prior to the election, or September 9th. A polling place election would allow slightly more time. However, the actual deadlines would not be determined until the type of election is selected. Town of Vail Page 2 August 16, 2016 - Page 20 of 4E IV. CONCLUSION If the Town Council wishes to increase the existing lift ticket tax, action on a ballot question would be required at either next Tuesday's meeting or no later than the September 6th meeting. The special election would be called at the time the ballot proposal is approved. The IGA with Eagle County to participate in the coordinated election would require approval next Tuesday, August 16tH Town of Vail Page 3 August 16, 2016 - Page 21 of 4E TOWN OF VAIP VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Resolution No. 26, Series of 2016, A Resolution Approving an Intergovernmental Agreement Between the Town of Vail and Eagle County Concerning the Administration and the Conduct of Eagle County's Coordinated Election on November 8, 2016 and Setting Forth Details in Regard Thereto PRESENTER(S): Matt Mire, Town Attorney ACTION REQUESTED OF COUNCIL: Approve, approve with amendments or deny Resolution No. 26, Series of 2016. BACKGROUND: The Resolution approves an Intergovernmental Agreement with Eagle County for the Clerk and Recorder's Office to provide services related to the administration and conduct of the November 8, 2016 General Election. The election is conducted as a mail ballot election. ATTACHMENTS: Description Resolution No. 26, Series of 2016 August 16, 2016 - Page 22 of 4E RESOLUTION NO. 26 Series of 2016 A RESOLUTION APPROVING AN INTERGORVERNMENTAL AGREEMENT BETWEEN THE TOWN OF VAIL AND EAGLE COUNTY CONCERNING THE ADMINISTRATION AND THE CONDUCT OF EAGLE COUNTY'S COORDINATED ELECTION ON NOVEMBER 8, 2016 AND SETTING FORTH DETAILS IN REGARD THERETO. WHEREAS, the Town of Vail (the "Town"), in the County of Eagle and State of Colorado is a home rule municipal corporation duly organized and existing under the laws of the State of Colorado and the Town Charter (the "Charter"); WHEREAS, the members of the Town Council of the Town (the "Council") have been duly elected and qualified; WHEREAS, the Town is considering calling a special election and proposing a ballot question to the Vail electors to increase the Ski Area Lift Ticket Admissions Tax in the upcoming November 8, 2016 election; WHEREAS, the Eagle County Clerk and Recorder (the "County Clerk") will be conducting the November 8, 2016 General Election (the "Election"); WHEREAS, any tax increase implicates the Taxpayers' Bill of Rights (TABOR) contained in Article X, § 20 of the Colorado Constitution and requires additional mailings that can be more easily performed by the County Clerk; WHEREAS, the Town and Eagle County desire to enter into an Intergovernmental Agreement ("IGA") outlining the responsibilities of the County Clerk and the Town Clerk related to a coordinated election; and WHEREAS, The Council's approval of Resolution No. 26, Series of 2016, is required to enter into an IGA. NOW, THEREFORE, BE IT ORDAINED BY THE TOWN COUNCIL OF THE TOWN OF VAIL, COLORADO: 1. The Council hereby approves the IGA and authorizes the Town Manager to enter into the IGA on behalf of the Town in substantially the same form as attached hereto as Exhibit A and in a form approved by the Town Attorney. 2. This Resolution shall be effective immediately upon adoption. Resolution No. 26, Series of 2016 Page 1 of 2 August 16, 2016 - Page 23 of 4E INTRODUCED, READ, APPROVED AND ADOPTED this 16th day of August, 2016. ATTEST: Patty McKenny, Town Clerk Resolution No. 26, Series of 2016 Dave Chapin, Mayor, Town of Vail Page 2 of 2 August 16, 2016 - Page 24 of 4E Exhibit A Eagle County Intergovernmental Agreement November 8, 2016 General Mail Ballot Election This Agreement is made and entered into the day of , 2016 between Eagle County and The Town of Vail (hereinafter referred to as 'Political Subdivision'), concerning the administration and the conduct of the November 8, 2016 General Election (the "Election"). Coordinated and Designated Election Officials Except as otherwise provided in this Section, the Eagle County Clerk and Recorder (the "County Clerk") shall act as the Coordinated Election Official for the conduct of the Election for the Political Subdivision for all matters in the Uniform Election Code which require action by the Coordinated Election Official. The Political Subdivision shall name a 'Designated Election Official' who shall act as the primary liaison between the Political Subdivision and the County Clerk and who will have responsibility for the conduct of the Election procedures to be handled by the Political Subdivision. Nothing herein shall be deemed or construed to relieve the County Clerk or the Governing Body of the Political Subdivision from their official responsibilities for the conduct of the Election. Jurisdictional Limitation This Agreement shall apply only to the portion of the Political Subdivision within the boundaries of Eagle County. County Clerk Responsibilities The County Clerk shall perform the following services and activities for the Political Subdivision's Election: 1. Adhere to all applicable provisions of C.R.S. Title One, Federal law related to elections and Colorado Secretary of State Rules. 2. Perform all services necessary for voting in Eagle County's elections, including but not limited to, pre and post-election testing of voting equipment, preparation of mail—in and voter ballot materials, receipt and processing of applications for voter registrations, receipt and processing of overseas and military voter applications for ballot delivery, timely mailing of ballots, tabulation of votes and certification of results. 3. Provide four locations for Voter Service and Polling Centers throughout the County during all Elections. 4. Provide the Political Subdivision an itemized statement of the costs for performing the tasks by the County Clerk hereunder no later than 60 working days following the Election. Exercise all reasonable diligence, care and control in providing these services to the Political Subdivision. August 16, 2016 - Page 25 of 48 Exhibit A 5. Give assistance and information to the Designated Election Official of the Political Subdivision on any matter to ensure the smooth and efficient operation of the Election (such information not to include legal advice). 6. Additional responsibilities related to certain Special Districts ( the "District") in which non-resident property owners may be eligible to vote: a. Send property owner ballots to non-resident voters who have returned the self -affirming oath. (Oath will be included in the District Specific Tabor Notice mailing) b. The self -affirming oath or affirmation is included as Appendix E. c. Record on a spreadsheet each property owner mailed and returned. d. Tabulate and certify results for these special elections. Political Subdivision Responsibilities The Political Subdivision shall perform the following services and activities: 1. Identify a `Designated Election Official' to act as liaison between the Political Subdivision and the County Clerk. 2. Determine the ballot issues to be voted upon at the Election. 3. Determine the ballot title and text. Ballot titles shall begin, "SHALL (DISTRICT) TAXES BE INCREASED (first, or if phased in, final, full fiscal year dollar increase) ANNUALLY?" or "SHALL (DISTRICT) DEBT BE INCREASED (principal amount), WITH A REPAYMENT COST OF (maximum total district cost)? 4. Be solely responsible for the accuracy, grammar and spelling of all ballot titles and text. 5. Exercise all reasonable diligence, care and control in providing these services to the County Clerk. 6. Review district street locator list; Appendix C, and alert County Clerk to any necessary edits and certify the accuracy of the list on the Statement of Certification; Appendix D. 7. Give assistance and information to the County Clerk on any matter to ensure the smooth and efficient operation of the Election (such information not to include legal advice). 8. Adhere to all applicable provisions of the Colorado Revised Statutes which are necessary or appropriate to the performance of the above duties. 9. Assist with equipment logic and accuracy testing and post-election canvass and audit as requested. 10. Additional Responsibilities for Districts with Non -Resident Eligible Voters • Request district property owner list from county assessor's office and provide one spreadsheet with two worksheets. The first worksheet will include all property owners along with their residential and mailing addresses. The second worksheet will separate mailing addresses which are outside of Eagle County no later than September 19, 2016. August 16, 2016 - Page 26 of 48 Exhibit A Call and Notice The County Clerk will publish one notice and sample composite ballot and Notice of Election as required by C.R.S. 1-5-205 of the Uniform Election Code in the Eagle Valley Enterprise and the Aspen Times Weekly no later than 20 days prior to the Election (Appendix B). This notice and sample composite ballot will also be posted on the Eagle County website no later than 20 days prior to the Election. Petitions: Preparation and Verification The Political Subdivision shall be responsible for the petition process in compliance with applicable Colorado statutes, ordinances, or charter provisions. This process includes, but is not limited to, providing petitions, approving the candidate or initiative petitions to be circulated within the Political Subdivision, and receiving the petitions. The County Clerk shall be responsible for approving the form of petitions and verifying the eligibility of petition signatures. Ballot Certification Format Requirements The Political Subdivision is responsible for furnishing the text of the ballot to the County Clerk at least 60 days before the Election in final written form using the format requirements specified in Appendix A. The Political Subdivision assumes all responsibility and cost for any judicial proceedings regarding whether or not issues legally belong on the ballot. The list of candidates/questions must be typed exactly as it is to appear on the ballot, including correct order. For candidates, specify titles of offices, the order of the names to appear for each office and the order of offices. For issues, specify the ballot title, and the order of the issues. Wording shall be in upper and lower case except as is dictated by law (e.g., TABOR Amendment). The Political Subdivision has the responsibility to proofread and edit the text of the official ballots before the County Clerk will authorize printing of the ballots. From the time of receipt of the ballot proof, the Political Subdivision has 24 hours to proofread, correct if necessary, sign and return the proof to the County Clerk and its failure to disapprove and correct errors within that time shall constitute an approval of the ballot proof. After final approval of the ballot text the Political Subdivision assumes all responsibility and cost for any judicial proceedings related to any errors within the text of their issue or race on the printed ballots. Political subdivision will provide ballot language in English and is encouraged to also provide Spanish translations. August 16, 2016 - Page 27 of 48 Exhibit A TABOR Notice Each Political Subdivision shall provide an opportunity for all comments concerning ballot issues to be summarized as required by Article X, Section 20 of the Colorado Constitution. The Designated Election Official shall transmit the summaries and any other required material to the County Clerk no later than 42 days before the Election in final written form in accordance with the specifications required in Appendix A. Submissions not meeting these requirements will be rejected by the County Clerk. Political Subdivision shall: 1. Include, within its Ballot Issue Notice (TABOR Notice; Article X, Section 20 of the State Constitution), ballot titles in this order of preference: Citizen Petitions: i. Notice of Election to Increase Taxes ii. Notice of Election to Increase Debt • Referred Measures: i. Notice of Election to Increase Taxes ii. Notice of Election to Increase Debt 2. Title the Tabor Notice with "NOTICE OF ELECTION TO INCREASE TAXES / TO INCREASE DEBT / ON A CITIZEN PETITION / ON A REFERRED MEASURE" according to the type of Tabor question. 3. Provide the Political Subdivision's completed TABOR Notice to Teak J. Simonton, County Clerk in the format described in Appendix A. This notice must be provided in English and it is recommended that a Spanish translation also be provided. The County Clerk shall: 1. The County Clerk shall be responsible for mailing the notice required by Article X, Section 20(3) (b) in the most cost effective manner feasible to all registered Eagle County voters. 2. Combine the text of the TABOR Notices produced by the Political Subdivision with those of other political subdivisions to produce the TABOR Notice packet. 3. Include in the TABOR Notices mailed to each household where one or more eligible electors reside, voter notification information which will include household address, precinct number, the specific election being noticed and other applicable information. 4. Include in the TABOR Notice the Self Affirming Oath with explanation to voters about who is eligible to apply for these property owner ballots. 5. Address the packet to `All Registered Voters' at each address of one or more active registered electors within the Political Subdivision. Nothing herein shall preclude the County Clerk from sending the TABOR August 16, 2016 - Page 28 of 48 Exhibit A Notice to persons other than active electors of the Political Subdivision if such sending arises from the County Clerk's efforts to mail the TABOR Notice packet at 'least cost'. 6. Be responsible for placing the TABOR Notices received from the various political subdivisions participating in the Election in the proper order in the TABOR Notice packet. As nearly as practicable, the notice shall be in the order the ballot issues will appear on the ballot. 7. Mail the TABOR Notice packet, addressed as required by law, at least 30 days before the Election. Costs The County Clerk shall keep a careful and accurate accounting of all chargeable items to the Political Subdivision and shall submit to the Political Subdivision, a statement of charges (for costs incurred by the County and not billed directly to the Political Subdivision by an outside vendor) within sixty (60) work days following the date of the Election (Appendix B). Costs shall include but are not limited to: election judges and other associated personnel, ballots and related election forms, printing, election supplies, legal notices paid for the County, postage, rental charges, technical support, and TABOR Notice printing and mailing. The County Clerk shall charge each Political Subdivision taking part in the General Election on a prorated basis based primarily on the number of ballot issues, active voters Property Owner Election supplemental fees and/or items to be included on the ballot for each Political Subdivision. In the event that additional costs are incurred, the Political Subdivision promulgating such costs will be charged accordingly. The County Clerk shall charge each Political Subdivision for costs relating to the TABOR Notice on a prorated basis based on the number of ballot issues and/or items to be included in said notice for each Political Subdivision. In the event that additional costs are incurred, the Political Subdivision promulgating such costs will be charged accordingly. There will be a surcharge for coordination and administration of non-resident, property owner ballot mailing of $1000.00. The minimum charge for coordinating the Election with the County Clerk shall be $500.00. The Political Subdivision shall remit all payments due to the County upon receipt of an itemized statement. August 16, 2016 - Page 29 of 48 Exhibit A Street Locator List Appendix C to this Agreement is a copy of the Street Locator List for the Political Subdivision. It is the responsibility of the Political Subdivision to review the list and correct any errors. A Statement of Certification, Appendix D, must be signed by the Designated Election Official for the Political Subdivision and returned to the County Clerk along with any changes to the Street Locator List, accompanied by the signed Intergovernmental Agreement 70 days prior to the Election, August 30, 2016. (Appendix B) Appointment and Training of Election Judges All Election Judges shall be appointed and trained by the County Clerk. In the event that additional Judges are needed, the Political Subdivision may be required to provide one individual to serve in that capacity. Testing and Tabulation Processes relating to the tabulation of ballots shall be the responsibility of the County Clerk. An unofficial abstract of votes will be provided to the Political Subdivision upon completion of the counting of all ballots. Canvass of Votes The canvass of votes will be conducted by the Board of Canvassers appointed by the County Clerk. Such canvass will be completed no later than seventeen (17) days after the Election (November 25, 2016) and official results of the canvass will be provided to all Political Subdivisions participating in the Election. Any additional Certificates of Election which are required by law to be forwarded to another division of government shall be the responsibility of the Political Subdivision. Indemnification The Political Subdivision agrees to indemnify, defend and hold harmless the County, its officers and employees, from any and all losses, costs, demands or actions, arising out of or related to any actions, errors or omissions of the Political Subdivision in completing its responsibilities relating to the Election and related tasks. August 16, 2016 - Page 30 of 48 Exhibit A Cancellation In the event that the Political Subdivision, after the signing of this Agreement and on or before the day of the Election, resolves not to hold the Election, notice of such resolution shall be provided to the County Clerk immediately. The Political Subdivision shall provide notice by publication (as defined in the Code) of the cancellation of the Election and a copy of the notice shall be posted in the Office of the County Clerk, in the office of the Designated Election Official (as defined in the Code), in the primary building of the Political Subdivision, and, if the Political Subdivision is a special district, in the office of the division of local government. The Political Subdivision shall not cancel the election after the 25th day prior to the Election (Appendix B). The Political Subdivision shall be responsible for all expenses incurred on its behalf to the date that notice was received by the County Clerk together with all expenses incurred thereafter which could not be avoided by reasonable effort. All costs incurred or contracted for by the County Clerk to support the Political Subdivision's portion of the TABOR Notice shall be reimbursed by the Political Subdivision. Upon receipt of the invoice the Political Subdivision shall promptly pay the County Clerk the full actual costs of the activities of the County Clerk relating to the Election incurred both before and after the County Clerk's receipt of such notice. Reasonable Care The County and its employees, agents, representatives, or other persons acting under the direction or control of the County shall use reasonable care in carrying out their obligations under this Agreement. Notices Any and all notices required to be given by this Agreement are deemed to have been received and to be effective: • three days after they have been mailed by certified mail, return receipt requested to the address as set forth below; • immediately upon hand delivery to Teak J. Simonton, County Clerk,; or immediately upon receipt of confirmation that a fax or e-mail was received; To County Clerk: Teak J. Simonton Eagle County Clerk and Recorder 500 Broadway P.O. Box 537 Eagle, CO 81631 Fax: 970-328-8716 August 16, 2016 - Page 31 of 48 Exhibit A To Jurisdiction Time is of the Essence Email: teak.simonton@eaglecounty.us The Town of Vail Patty McKenny 75 S Frontage Road Vail, CO 81657 pmckenny@vailgov.com Per C.R.S. 1-7-116(2) this Agreement must be signed and returned to Teak J. Simonton, Clerk and Recorder seventy (70) days prior to the Election, August 30, 2016. The statutory time requirements of the Uniform Election Code and the time requirements set by the Secretary of State in the Rules and Regulations Governing Election Procedures shall apply to the completion of the tasks required by this Agreement. In witness whereof, the Parties hereto have executed this Agreement to be effective as of the date first set forth above. Designated Election Official For The Town of Vail Attest: Chair, Jeanne McQueeney Date Teak Simonton Date Eagle County Board of Commissioners Clerk and Recorder August 16, 2016 - Page 32 of 48 Appendix A Requirements for Formatting Submissions November 8, 2016 General Mail Ballot Election Intergovernmental Agreement Media 0 Email attachment of Word document OR • compact disk (CD) Software Word version 2003 or above Text Times New Roman Spacing Single, no spaces between lists and paragraphs Tables/Columns/Bullets Bullets, dashes, bold and underlined text are all acceptable. Strikethroughs Printout A hard copy must be submitted with the electronic version with the file name clearly noted on the first page. Labeling Name of political subdivision and date of election _. , '::+.'._.�. fl, ..'.. '•1. -��. !-ir'.�:Tti:':. •.,ri'": S._n,a,.l ,. ,r ti':5,� [ 1:.:. � r n'+. ,:Y Y,... ",p•s• .. , .. August 16, 2016 - Page 33 of 48 Appendix B CALENDAR OF EVENTS AND DEADLINES for NOVEMBER 8, 2016 GENERAL MAIL BALLOT ELECTION While this calendar may not include all significant dates, some key dates are identified for your reference. Special districts and political subdivisions planning to coordinate with the clerk's office should be aware of the following deadlines: • July 28, 2016 If by 100 days before the election, a political subdivision has taken formal action to participate in an election that will be coordinated by the county clerk and recorder, the political subdivision shall notify the county clerk and recorder in writing. C.R.S. 1-7- 116(5) • August 8 2016 IGA's will be mailed to participating entities • August 30, 2016 70 Days prior - Political subdivisions participating in the election must return signed Intergovernmental Agreements to the county clerk and recorder. C.R.S. 1-7- 116(2) • September 9, 2016 60 Days prior- Last day for the designated election official from each political subdivision to certify the ballot text to the county clerk and recorder. C.R.S. 1-5- 203(3)(a) • Week of September 19, 2016 Equipment and Logic and Accuracy Testing • September 27, 2016 42 Days prior — Political subdivisions shall deliver the full text of any required ballot issue notices (pro/con statements) to the county clerk and recorder in order to be included in the issue mailing. C.R.S. 1-7-904 • October 14, 2016 Last date to for political subdivision to cancel election or withdraw ballot issue or question. C.R.S. 1-5-208(2) • October 19, 2016 No later than 20 days prior to Election Day, the County Clerk will publish notice of election. • October 17th - Ballot mailed • October 315`— Deadline to mail ballots. After this date voters have the option of picking up ballots in person at any Voter Service and Polling Center. • October 17, 2016 24-hour ballot drop boxes and interior ballot boxes available in Avon, Eagle and EI Jebel Clerk and Recorder locations. • October 24 — November 8, 2016 Voter Service and Polling Centers open in all county clerk locations. • November 8, 2016 Election Day — First Tuesday following the first Monday of November. • November 25, 2016 Deadline to certify election results. Official results will be forwarded to political subdivisions. Please keep this list of dates for your reference. G s Ct to n,':2 i? +b ri fs 1::;; !Ak August 16, 2016 - Page 34 of 48 Appendix C Street Locater List For The Town of Vail (Spreadsheet of individual District street addresses) For November 8, 2016 General Mail Ballot Election Please see enclosed CD. G:\Elections\2016 Elections\2016 General\IGA\Town of Vail\Appendix. C 2016 VAIL..docx August 16, 2016 - Page 35 of 48 Appendix D Eagle County Intergovernmental Agreement November 8, 2016 General Mail Ballot Election Statement of Certification — Street Locator List I, , as Designated Election Official for , (hereinafter "Political Subdivision") do hereby certify that the Street Locator List provided to the Political Subdivision has been reviewed, corrections made, and to the best of my knowledge I believe it is a true and complete list of the addresses located within the Political Subdivision. Designated Election Official Date for Town of Vail c.€€I j1F!Oidl\ }p W€J.", ' id August 16, 2016 - Page 36 of 48 Appendix E Self -Affirming Oath Eligible Non -Resident Property Owners for Certain Special Districts For November 8, 2016 General Mail Ballot Election I, , who reside at am an elector of this (name of special district district and desire to vote at this November 8, 2016 Election. I do solemnly swear (or affirm) that I am registered to vote in the state of Colorado and qualified to vote in this special district election as: The owner of taxable real or personal property situated within the boundaries of the special district or area to be included within the special district; or A person who is obligated to pay taxes under a contract to purchase taxable property in the special district or the area to be included within the special district; or The spouse of (name of spouse) who is the owner of taxable real or personal property situated within the boundaries of the special district or area to be included within the special district. I have not voted previously at this election. Date: Signature of elector: Date of birth: *NOTE TO ELECTOR: The Clerk and Recorder must verify your eligibility at the address listed above through the statewide voter registration database. Should the verification be unclear due to similar names or inaccurate physical addresses additional identifying information may be needed. Please provide your date of birth to assist with this verification: {.i'.1 eolons :`.016 1 ('C'h aIi. `. 0r, � :: e I l "`: l ,';'ill..;.#€r August 16, 2016 - Page 37 of 48 Like nothing on earth' August 15, 2016 Mayor Dave Chapin Town of Vail 75 South Frontage Road Vail, CO 81657 Dear Dave: I'd like to thank you and the other members of the Town Council for your time and the candid discussions we've had over the past couple of weeks about the possibility that the Town may pursue a tax increase on our business and about opportunities for us to collaborate better moving forward as an alternative. As we have discussed, we at Vail Resorts agree that Vail has developed a parking problem in both winter and summer over the past year. After many successful years managing winter parking at a reasonable level, we saw the number of winter days when parking overflowed the garages onto the frontage roads increase from a reasonable seven in 13-14 and 11 in 14-15 to 27 this past season. And the challenges that we all experienced with the Lionshead parking garage filling almost daily this summer have had a negative impact on all Lionshead businesses, including ours. We are aware, as many on Council have reinforced with us, that there is a perception that our business on the mountain is causing Vail's parking problems in the winter. While we have our busy days on the mountain each winter, some of which coincide with overflow parking days, the increase in the number of busy days on the mountain last season versus prior years was a small fraction of the increase in the number of overflow parking days. We also were surprised this past winter by how many days the garages filled when the mountain was not busy at all. Similarly, there is apparently a perception that increases in summer guest volumes accessing Epic Discovery via Lionshead and the Eagle Bahn Gondola have driven the challenges we've all experienced with the Lionshead garage this summer, but the perception is wrong. While we are very happy with the guest reaction to Epic Discovery and participation in the new activities this year, the total volume of riders on the Eagle Bahn Gondola year-to-date this summer is almost exactly even with 2015 summer -to -date. In the winter of 2007-2008, prior to the introduction of the Epic Pass, parking overflowed onto the frontage roads 46 days. In 2008-2009 and 2009-2010, overflow days totaled 23 and 21 respectively. Then we had a string of five years when overflow days totaled 7, 7, 14, 7 and 11. During the years from 2007 to 2010, the Arrabelle, Four Seasons, Solaris; Ritz, Front Door and other projects were constructed. Then we went several years without major construction projects until 2016 when the Vail Valley Medical Center and Lion redevelopment projects were under way. And the number of overflow parking days shot up to triple the average of the previous two years. It seems painfully clear that Vail's parking challenges correlate much better with construction activity than with our business on the mountain. In 2008, during the last construction boom, our Company, including myself and other senior Vail Mountain leaders, participated in regular meetings with town staff and other constituents to analyze our parking challenges and develop solutions. Out of this process came the practice of using parking areas at parks and trailheads and along the North Frontage Road in West Vail, and a recommendation to the Council to increase the price of parking in the structures to incent Post Office Box 7 • Vail, Colorado 81658 • 970-754-2500 • www.vall.com Like nothing on earth: the use of public transportation, carpooling and alternative parking options. Our recommendation on pricing gave the Council cover to make the difficult decision to increase the price and combined with the other actions, it all worked for several years up until construction began again last year. If at Tuesday's meeting you decide not to pursue the tax increase, we suggest that together we immediately re-form a group of stakeholders to focus on analyzing the problem and developing short-term solutions to recommend to Council in advance of this coming winter and next summer, and to develop a long-term strategic parking plan for the future. I would participate along with other leaders from our team. Additionally, we feel strongly that if you decide not to pursue the tax increase, we need to communicate more regularly moving forward. I would like to propose a monthly meeting with you and Stan Zemler at Stan's office on a fixed day each month to ensure that we don't have gaps in communication that could contribute to getting off track as we have recently. I, and other members of my senior team, would also get together on a consistent basis with other Council members separately with the goal of talking to everyone face-to-face at least every other month. Finally, again, we agree that Vail has a parking problem, and we would like the opportunity to work with the Town staff, Council members and others to develop plans to improve parking in both winter and summer. As you celebrate this month the 50th Anniversary of the Town's incorporation, our collaboration on this issue would be very much in the spirit of our decades -old relationship. It is what created the opportunity for us to provide our land for parking garages, and a fee first implemented in 1966 that turned into a tax in 1992 that now generates $5 million a year. We believe that Vail has other challenges and opportunities that would also benefit by the Town and our Company further collaborating. We feel that while parking is a problem, the availability of housing for the local workforce, including our own employees, is actually an even more significant and urgent crisis that we should be working together to improve. Please put this punitive proposal to increase taxes on skiers and snowboarders to an end Tuesday so that we can get started working together now to make improvements in advance of the coming winter season. If you have any questions or there is any other information that would be helpful in advance of your meeting Tuesday night, please don't hesitate to let me know. Sincerely, VAI SORTS Chris Jarnot Executive Vice President and Chief Operating Officer—Vail Mountain cc: Jenn Bruno, Dick Cleveland, Kevin Foley, Kim Langmaid, Jen Mason, Greg Moffet, Stan Zemler From: Paul Rondeau To: Council Dist List Subject: Postscript to my email dated 8/3/16 Date: Thursday, August 4, 2016 8:59:42 PM Folks..... my email to you went out before I read Scott Millers article in the 8/3/16 Daily. I expressed the need a special discussion meeting --not in the strict guidelines of formal council proceedings. The meeting would be professionally moderated and rules -of -the -road would be pre -established incorporating some of the principles of modern day negotiation. Perhaps this has already happened? Greg probably knows more about negotiation methodologies than I do. But the un -initiated might start out by reading "Getting Together --Building A Relationship That Gets To YES" or the shortened version "Getting to YES --Negotiating Agreement Without Giving In ...... by Fisher, Ury and Brown. Again, I'm just a bystander, not knowing all the facts to be sure. Regards....... Paul Rondeau Begin forwarded message: From: Paul Rondeau <nanpaul vail.net> Subject: Increasing tax on lift tickets Date: August 3, 2016 8:54:21 AM MDT To: Vail Town Council <towncouncil&vailgov.com> Folks....... FIRSTLY..... thanks to Greg for clarifying the next meeting would bring up a format of pro/con and there would be "lots of VR lawyers present." This has led me to the next point... SECONDLY..... my concern we have a repeat of the Club House project where "the lawyers said it was ok", so we just doubled down on a direction --ultimately resulting in cost over -runs, delay and bad feelings. Perhaps my characterization of this is overstated, but there must be some aspect of truth in it? THIRDLY...... it would seem a better scenario would be: (1) a vision as to what the additional monies would be used for and (2) a lead-in indicating the council agenda item (pro/con) is the result of offline positive and constructive earlier discussions --that included options. FOURTHLY... note I have always said VR should be more involved (perhaps attending mtgs just as Jim Lamont does for the Homeowners Assoc) and likely paying more of their fair share in a number of areas. Thanks for hearing me out........... Paul Rondeau 390-2351 From: Paul Rondeau To: Council Dist List Subject: Increasing tax on lift tickets Date: Wednesday, August 3, 2016 8:54:28 AM Folks....... FIRSTLY..... thanks to Greg for clarifying the next meeting would bring up a format of pro/con and there would be "lots of VR lawyers present." This has led me to the next point... SECONDLY..... my concern we have a repeat of the Club House project where "the lawyers said it was ok", so we just doubled down on a direction --ultimately resulting in cost over -runs, delay and bad feelings. Perhaps my characterization of this is overstated, but there must be some aspect of truth in it? THIRDLY...... it would seem a better scenario would be: (1) a vision as to what the additional monies would be used for and (2) a lead-in indicating the council agenda item (pro/con) is the result of offline positive and constructive earlier discussions --that included options. FOURTHLY... note I have always said VR should be more involved (perhaps attending mtgs just as Jim Lamont does for the Homeowners Assoc) and likely paying more of their fair share in a number of areas. Thanks for hearing me out........... Paul Rondeau 390-2351 From: Bob Boselli To: Council Dist List Subject: Discussion of a possible increase in Lift Tax Date: Saturday, August 13, 2016 11:22:17 AM Members of the Vail Town Council - I am writing you in strong opposition of your upcoming discussion on increasing the Lift Tax collection on Vail Resorts. Although all of us agree that parking is one of the top 3 challenges we face as a Town and a Resort this issue needs to be discussed among business leaders, municipal leadership and home owner leaders. All the stakeholders in the Town of Vail need to come together in an open forum to work through an appropriate strategy to tackle this challenge. Jumping into a council meeting discussion is too quick and not fair to our stakeholders. I'd suggest we call a forum to discuss parking, employee housing and traffic issues with our stakeholders and start tackling these issues as a unified force. I realize we are all going to agree on every outcome — but we need to focus on what's best for the Town, our locals and our guests. I hope you table this discussion until we can get together to unify our vision. 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 TOWN OF VAIP VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Selection of Contractor for Management of Vail Welcome Centers/Host Program PRESENTER(S): Suzanne Silverthorn, Director of Communications ACTION REQUESTED OF COUNCIL: Solicit public comment and 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 contract shall be for one year with the opportunity to renew the contract for an additional two years based on exceptional performance. 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. — were forwarded to the final round which included preparation of a written business plan and interviews with the Town Council on August 2, 2016. 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 Activities Center, Inc Proposal Donovaon 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 August 16, 2016 - Page 38 of 4E rowN ofvain Memorandum To: Vail Town Council From: Stan Zemler, Town Manager Suzanne Silverthorn, Communications Director Date: August 16, 2016 Subject: Welcome Centers/Host Program Selection of Contractor for Operational Management I. PURPOSE After tabling action on this item at the August 2, 2016 meeting, the purpose of this session is for Town Council to give direction regarding selection of a contractor to manage future operations of the Vail Welcome Centers and Community Host program effective October 1, 2016. Council is asked to make its selection based on the written material that has been submitted as a requirement of a request for proposals process, plus in-person interviews of representatives from the three qualifying responders which occurred on August 2, 2016, as well as any additional information that has been forwarded to date. 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 included preparation of a written business plan and interviews during the August 2, 2016 Town Council meeting. During the evening portion of this meeting, public comment was taken and a motion was made to direct staff to negotiate a contract with Vail Info., Inc. for management of the Welcome Centers and Community Host Program. Because the six council members in attendance were deadlocked following a 3-3 vote, another motion was made and the August 16, 2016 - Page 39 of 4E Town Council voted 6-0 to table the item to August 16, 2016 when all seven members will be in attendance. 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 The contractor selection process has been divided into two parts. PART 1 -1 Afternoon Meeting, August 2, 2016 In-person presentations and interviews with the Town Council were held in 30 -minute increments with: • Colorado Activities Center, Inc. • Donovan Pavilion Management, Inc. • Vail Info, Inc. Responders were 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, time was allowed for Q&A by the Town Council. PART 2 — 6:00 p.m. I Evening Meeting, Tabled to August 16, 2016 Following the presentations in the afternoon, the August 2, 2016 evening session included an agenda item to provide an opportunity for public comment on the 3 Town of Vail Page 2 August 16, 2016 - Page 40 of 4E 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. Because the decision was tabled at the August 2, 2016 meeting, this step will be repeated on August 16, 2016. Proposals are to be evaluated based on qualifications, business plan and vision alignment. 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 16, 2016 - Page 41 of 4E 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 16, 2016 - Page 43 of 4E 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 16, 2016 - Page 44 of 4E 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 16, 2016 - Page 45 of 4E 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 16, 2016 - Page 46 of 4E 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 16, 2016 - Page 47 of 4E 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 16, 2016 - Page 48 of 4E 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 16, 2016 - Page 49 of 4E 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 16, 2016 - Page 50 of 4E 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 16, 2016 - Page 51 of 4E 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 16, 2016 - Page 52 of 4E 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 16, 2016 - Page 54 of 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 16, 2016 - Page 55 of 4E 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 16, 2016 - Page 56 of 4E 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 16, 2016 - Page 57 of 4E 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 16, 2016 - Page 58 of 4E 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 16, 2016 - Page 59 of 4E 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 16, 2016 - Page 60 of 4E 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 16, 2016 - Page 60 of 4E 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 16, 2016 - Page 61 of 4E 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 16, 2016 - Page 61 of 4E 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..-..,+ SIG 001G D--- G2 -f A 0 0 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.......+ 10- 7nIa o--- O -A ..f non 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 n„n„,+ �0_ 001G D--- GG —f A00 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..-..,+ � 0_ 001 G D--- GCZ —f A 00 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 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 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. State Park °aa.„n,.a a�.ml •Forte m wAe"xowa Longmo akkxutlm" �go"ga x"qq`" Morga seen Sgely uiP^u• X w i um.m .P amm Pa..nan �a� oulder x. .uvea Barr Wke oo row m I'A tab er� P Iingzvxawa�t .zl� State Park n ae eGN Rifle Fallz ...nz•m mte a""Pe� as a'"'VV izv " BI•Rne Gap °_ sn..e. �`°'° •Denvew'� m State Park Pa" uz 'm ePark StatPrel Q- Creek eters qk en m gmum sIv sUte Park ew vs .3'' aed a�pn.e S.P., o...n.�l. verereek• ml m,� State Park Par"` y� gone SYlvan lake ski ungawnaa State Parkmaa "aq eR°rksbo9g ran r.w tlba Nat.• az z Roxbo si e Parkh a Casxewood PlHiM Highline Canyon site Park Inland Al—, a State Park `e9P y etb state Park lb • afm Grand sta ark Rear° aaxll. Piw naion - �, Hk- ma P., a w a.n •m.I •'°'" wez momma �..� m Colo aJO Rver a m ss stataee Park P_ •aaman WhlltPao spinney Mtn. ahtle nh s to Park S Ete PaM eune lk v 1, ile , t �.z ary •ra°"m aeutse mm� q State Park Stat ePlark a s° o nr°P .vleu x lorado <• rings xome Fi— " y CrawmmP Arkansas State ark a'MnN Alm un��""� Headwaters av on State Park M- Pikd am.,m" Pova n q Icvmp.l. am cock "mpxebla m er om oS., palls aein.a eananza xam RL9:-aC la amve m,mn ueb q aaal <Iy x.wm°a 11A R -k q ee..ux` .am F ".aewa°na.`n n srm. Pa.k oaeoa.'qWA .anl Vel °"" . ►. Le q, sawPn .eme.°". • La Junta .rc eli� kan R� o P state Park COLORADO ACTIVITY CENTERS, INC. LRAM 721 Granite St., Suite 206 AcT IVITYColoradolnfo.com P.O. 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 16, 2016 - Page 72 of 4E 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 16, 2016 - Page 72 of 4E 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 16, 2016 - Page 73 of 4E 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 �@,,29102- Page 74 of 4E 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"t6-,2016 - Page 75 of 4E 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 16, 2016 - Page 76 of 4E 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 16, 2016 - Page 77 of 4E 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 16, 2016 - Page 78 of 4E 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 16, 2016 - Page 79 of 4E 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 16, 2016 - Page 80 of 4E 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 16, 2016 - Page 81 of 4E 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 16, 2016 - Page 82 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 16, 2016 - Page 83 o 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 16, 2016 - Page 84 of 4E 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 16, 2016 - Page 85 of 4E ....................................................................................................................................................................................................................... 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 16, 2016 - Page 86 of 4E • 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 16, 2016 - Page 87 of 4E • 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 16, 2016 - Page 88 of 4E 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 16, 2016 - Page 89 of 4E 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 16, 2016 - Page 90 of 4E 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 16, 2016 - Page 91 of 4E 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 16, 2016 - Page 92 of 4E 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 16, 2016 - Page 93 of 4E ® 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 16, 2016 - Page 94 of 4E ® 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 16, 2016 - Page 95 of 4E ........................................................................................................................................................................................................................ :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 16, 2016 - Page 96 of 4E 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 16, 2016 - Page 97 of 4E 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 16, 2016 - Page 98 of 4E 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 16, 2016 - Page 99 of 4E 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 16, 2016 - Page 100 of z 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 16, 2016 - Page 101 of z 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 16, 2016 - Page 102 of z 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 16, 2016 - Page 102 of z 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 16, 2016 - Page 103 of z 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 16, 2016 - Page 104 of z 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 16, 2016 - Page 105 of z 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 16, 2016 - Page 106 of z ® 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 16, 2016 - Page 107 of z 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 16, 2016 - Page 108 of z 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 16, 2016 - Page 109 of z 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 16, 2016 - Page 110 of z 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 16, 2016 - Page 111 of z 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 16, 2016 - Page 112 of z 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 16, 2016 - Page 113 of z 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 16, 2016 - Page 114 of z 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 16, 2016 - Page 115 of z 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 16, 2016 - Page 116 of z 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 16, 2016 - Page 117 of z 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 16, 2016 - Page 118 of z • 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 16, 2016 - Page 119 of z 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 16, 2016 - Page 120 of z (Z) VAIL INFO, INC 2016 RFP Submittal August 16, 2016 - Page 121 of z 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 16, 2016 - Page 122 of 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 ea1 August 16, 2016 - Page 123 of 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 eat August 16, 2016 - Page 124 of 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 16, 2016 - Page 125 of 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 16, 2016 - Page 126 of 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 16, 2016 - Page 127 of 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 16, 2016 - Page 128 of 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 16, 2016 - Page 129 of 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 16, 2016 - Page 130 of 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 16, 2016 - Page 131 of 4 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 1 (7,/2gAff ),116age 132 of 4 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 16, 2016 - Page 133 of 4 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 16, 2016 - Page 134 of 4 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 167?/MOfbqge 135 of 4 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 16, 2016 - Page 136 of 4 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 16, 2016 - Page 137 of 4 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 16, 2016 - Page 138 of 4 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 16, 2016 - Page 139 of 4 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 16, 2016 - Page 140 of 4 VAIL INFO, INC 2016 RFP Submittal August 16, 2016 - Page 141 of z 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 16, 2016 - Page 142 of z 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 16, 2016 - Page 143 of z 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 16, 2016 - Page 144 of z 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 5tejne jako nic na svete August 16, 2016 - Page 145 of z 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 Do 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 16, 2016 - Page 146 of z 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 16, 2016 - Page 147 of z 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 16, 2016 - Page 148 of z 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 16, 2016 - Page 149 of z 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 16, 2016 - Page 150 of z 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 16, 2016 - Page 151 of z 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 16, 2016 - Page 152 of z 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 16, 2016 - Page 153 of 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 16, 2016 - Page 154 of 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 16, 2016 - Page 155 of 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 16, 2016 - Page 156 of 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 16, 2016 - Page 157 of 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 16, 2016 - Page 158 of z 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 16, 2016 - Page 159 of z 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 16, 2016 - Page 160 of 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? (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. How may we better serve you? ame Email 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? C Name .► S e, S G h 'f^ T "X� mail � ����3 J � �, ,� �► ate 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 I I 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 I 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? /3 Name Email 1 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, l /AI/C- //, l / Email tlt /f&W VP POi' BDate- (�i AAYAI 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; 1 /, i/ D �%d LX J J Vj-L)( Gj --(*- %i Name Email Date �/,5" 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? V Name Email U Date �l a 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? Ogwb CC W) y Name Email`� ate N �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? dleaWelcome to Vail! sure 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? Je f�CC l v�ii'�✓{' moi'+;tint t..V) 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? Gf-' Name Email 1 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. better serve you? (P, Name jr /W Welcome to Vail! pleasure we share our town, our mountain, our home with you — our guest. We look forward to G suggestions and appreciate your feedback. How may we better serve you? s C1s Name Email 12ye Welcome to Vail! 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! 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��r�� Email Date r r �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? AA 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 KC-"' 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? Email Date ff - 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? K 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? dl U f l o' PV- +W b V4v <S S XI m ) i4 hAx 114 1-6 /* a fTV V1 l 9M W , 1-Y /V Z-Ato0T�F- V-1 (J41 cow r�jL Name Email D to Welcome to Vail! 7�)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 vou? 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 serye you? Pmnd� /Pasgiak v -T 9 +(J- -0 1 �4 rvc �Skp- So 6eloyas yl E i YI {i I -j d 1 Vl 2 P. 1s i e {N1 Ih a . Q Yl A Mo Name Email �� yy� �t l Date (nQ---/ 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 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 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? C1LJ1Q-V— CS Name Email Date i1L ' 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? �■MW �� �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 vou? Name ll Email- n '� 1 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? ME titik Ild / 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. 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 ypt? 6 Date �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? 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 Like N ofh ng On & August 16, 2016 - Page 325 of 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 Like N ofh ng On & August 16, 2016 - Page 326 of 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 OaTe Va I Like N of h ng a Ea August 16, 2016 - Page 327 of 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 W1 oxm Va I Like N of h n g On E- August 16, 2016 - Page 328 of 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 OaTe Va I Like N of h ng a Ea August 16, 2016 - Page 329 of Exhbit F 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 I 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. E2 WA A d 4 :-IM4 1] 19Y_1 M: 14 IRX11:11:1 kTJ =61 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. W1 oxm Vd I Like N of h n g On E� August 16, 2016 - Page 330 of 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 W1 oxm Va I Like N of h n g On E- August 16, 2016 - Page 331 of 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 Vd I Like N of h n g On Ea August 16, 2016 - Page 332 of 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. W1 oxm Va I Like N of h n g On E- August 16, 2016 - Page 333 of 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 Vd I Like N of h n g On Ea August 16, 2016 - Page 334 of 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. W1 oxw Va I Like N of h n g On E- August 16, 2016 - Page 335 of Exhbit E Vallnfo, 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. W10xW Va I Like N of h n g On Ea August 16, 2016 - Page 336 of August 16, 2016 - Page 337 of z * 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 16, 2016 - Page 338 of z * 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 16, 2016 - Page 339 of z 10. What additional product or service would you like to see added to the Vail Welcome Centers? August 16, 2016 - Page 340 of z 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). W1 oxm Va I Like N ofh ng On & August 16, 2016 - Page 341 of 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. WI OxW Va I Like N ofh ng On & August 16, 2016 - Page 342 of 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 WI oxm Va I Like N ofh ng On & August 16, 2016 - Page 343 of 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 W1 Oxw Va I Like N ofh ng On & August 16, 2016 - Page 344 of 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. WI oxm Va I Like N of h n g On E- August 16, 2016 - Page 345 of 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 WI Oxw Va I Like N ofh ng On & August 16, 2016 - Page 346 of 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 Like N ofh ng On & August 16, 2016 - Page 347 of 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 Like N of h n g On E- August 16, 2016 - Page 348 of 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 Like N of h n g On E- August 16, 2016 - Page 349 of 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 Like N ofh ng On & August 16, 2016 - Page 350 of 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 OaTe Va I Like N of li ng a Ea August 16, 2016 - Page 351 of 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 Like N ofh ng On & August 16, 2016 - Page 352 of 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 Like N of h n g On E- August 16, 2016 - Page 353 of 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 Like N of h n g On E- August 16, 2016 - Page 354 of 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 Like N of h n g On E- August 16, 2016 - Page 355 of 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 Like N ofh ng On & August 16, 2016 - Page 356 of 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. W1 oxw Va I Like N ofh ng On & August 16, 2016 - Page 357 of 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. WI oxm Va I Like N ofh ng On & August 16, 2016 - Page 358 of 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. W1 OXW Va I Like N ofh ng On & August 16, 2016 - Page 359 of 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. WI 0xW Va I Like N ofh ng On & August 16, 2016 - Page 360 of 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 OaTe Va I Like N of h ng a Ea August 16, 2016 - Page 361 of 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). WI OXM Va I Like N of h n g On E- August 16, 2016 - Page 362 of 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. W1 OXW Va I Like N ofh ng On & August 16, 2016 - Page 363 of 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. W1 oxm Va I Like N ofh ng On & August 16, 2016 - Page 364 of 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. WI Oxw Va I Like N of h n g On E- August 16, 2016 - Page 365 of 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 OaTe Va I Like N of li ng a Ea August 16, 2016 - Page 366 of 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 WI Oxw Va I Like N ofh ng On & August 16, 2016 - Page 367 of 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 OaTe Va I Like N of h ng a Ea August 16, 2016 - Page 368 of 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 OaTe Va I Like N of h ng a Ea August 16, 2016 - Page 369 of 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. WI oxm Va I Like N ofh ng On & August 16, 2016 - Page 370 of 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 OaTe Va I Like N of h ng a Ea August 16, 2016 - Page 371 of 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. W1 oxm Va I Like N of h n g On E- August 16, 2016 - Page 372 of 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. WI oxm Va I Like N ofh ng On & August 16, 2016 - Page 373 of 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. WI oxm Va I Like N ofh ng On & August 16, 2016 - Page 374 of 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 OaTe Va I Like N of fi ng a Ea August 16, 2016 - Page 375 of 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). WI Oxw Va I Like N of h n g On E- August 16, 2016 - Page 376 of 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. WI Oxw Va I Like N of h n g On E- August 16, 2016 - Page 377 of 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. WI Oxw Va I Like N of h n g On E- August 16, 2016 - Page 378 of 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. W1 oxm Va I Like N of h n g On E- August 16, 2016 - Page 379 of 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 16, 2016 - Page 380 of 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 OaTe Va I Like N of h ng a Ea August 16, 2016 - Page 381 of 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." WI Oxw Va I Like N ofh ng On & August 16, 2016 - Page 382 of 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. WI Oxw Va I Like N ofh ng On & August 16, 2016 - Page 383 of 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. W1 oxm Va I Like N ofh ng On & August 16, 2016 - Page 384 of 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. W1 OxW Va I Like N ofh ng On & August 16, 2016 - Page 385 of 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 OaTe Va I Like N of h ng a Ea August 16, 2016 - Page 386 of 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�• Va I Like N of fi n g a Ea August 16, 2016 - Page 387 of Exhbit G4 .40A10 Va I I of o, Va I Like N of fi n g a Ea August 16, 2016 - Page 388 of Exhbit G4 .40A10 Va I I of o, Va I Like N of fi n g a Ea August 16, 2016 - Page 389 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 16, 2016 - Page 390 of z 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 16, 2016 - Page 391 of z 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 16, 2016 - Page 392 of z 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 16, 2016 - Page 393 of z 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. El August 16, 2016 - Page 394 of z 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 16, 2016 - Page 395 of z 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 16, 2016 - Page 396 of z 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 16, 2016 - Page 397 of z 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 W August 16, 2016 - Page 398 of z 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 16, 2016 - Page 399 of 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 16, 2016 - Page 400 of z 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 16, 2016 - Page 401 of z 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 16, 2016 - Page 402 of z 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 16, 2016 - Page 403 of z 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 16, 2016 - Page 404 of 489 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 16, 2016 - Page 404 of 489 Vail Welcome Centers REPORT DATE 01/01/16 Town of Vail Executive Summary August 16, 2016 - Page 405 of 489 (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 16, 2016 - Page 405 of 489 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 16, 2016 - Page 407 of 489 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 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 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 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 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 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: DEALSEXPLORE SPRING BREAK BOOK NOW VvVAIL Like nothing on earth" Acceptable Unacceptable Acceptable 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 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, 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" 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. • •6. i ! • • i • • August 16, 2016 - Page 423 of 489 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 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 16, 2016 - Page 428 of 489 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 16, 2016 - Page 429 of 489 BRAND GUIDELINES PHOTOGRAPHY ' August 16, 2016 - Page 430 of 489 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 16, 2016 - Page 432 of 489 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 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 16, 2016 - Page 434 of 489 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 trate 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 _NN.'r_ f 1 I r , � I .� I l i � 1' 1 1 }� � F I� 'r�. IN M I 1 I r r, r IN.■ + Or t�' ' 11C rl NIF LIN I. OIL . J �yLlj• f � + �� ' � LI I 0jj? 1 I L h ti' . , , ¢ j rte. ■ �' } I . rF- _ r L .1r I + , ■ t. • i, 4w r - IN IN ' F • +JI Il ti -+ r -Objective is L r r• k i 1 I I r ` r• � Y � ` w� Y r I IN I I I r I T44Tin Ltr A; or .10 4'rr } r� 1 III 'i a'-, a r 1 r 1,'f ' �, f 'r _ W. IN, • F' �'+ a +4■t�l ■ IhL*AL F ;-'�_ r ■ IrL •� +: a ,dp i a �:r _ �,• f rrL ' r 1 'r' ••i �•� I•{ �r1�� _ _IIIIIL on. am rm MG {r.• J f t Y ,.1 ' .ti Ir 1p Ll IN 9 IN L r + - ii ri ti Lrz 1 r•.fir 1 + J41•r �•; 11 ■ a fr :- r 1_ 'f - `' : 1 i r h f IlIN All 40 JJ�rr r i 1 f a +7.' I ■ % % a -]r •irtiL L J6 1 } - f■ `ti _ I L. 7 • F �. ' ALL r a , Yir 1 - „���'t` • , ' ti • •••• •- ■�, }• ' 1• 3 ■ 1 r i X17 't r _ ` r, r � F F� r• ,� r r ••r= ti IN. r F I •• FJr f r a r. •� r. r` 1 A F a■t - ti - -� '' r � _ TIh i ri s y ■ gra+ S , F7.+ •} .y r `NNN a 3 r� _ III --L 1 T Ff r '� � � -rFi 1 {J a r ; r r _ T ti - 4 . 'al SSS t Y _ Y iy Y S ', '7 +` 1 ■ ' 1' - 1 I ',yam '_Ij II J+�`' CL — +. �I _� 1• •1 I 1 �L.� f .F d I .-s ' �!I'� ', }� . it N �+ + 1 �"� 1 1 r ` 1 '•yY 1 I f k r 1 �. I■ 1 I + 1 1 ti rr + r } 1 ti a a- t I Ap 1. �& Metrics w1w 1 r� I • I 7 �.,r � LZ � r • Y r - L. WIII - I :�� •. - - + 1 1 r �■y. r _ r i VAI L 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 16, 2016 - Page 438 of 489 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 16, 2016 - Pag" of 489 •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 16, 2016 - Page 441 of 489 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 16, 2016 - Page 443 of 489 TOWN OF VAIP VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Resolution No. 27, Series of 2016, a Resolution stating the value of public lands to the Town of Vail's economy, recreation, heritage, and quality of life, and supporting continued federal ownership of federal public lands, and setting forth details in regard thereto. PRESENTER(S): Kristen Bertuglia, Environmental Sustainability Manager ACTION REQUESTED OF COUNCIL: Staff requests the Vail Town Council consider the approval, approval with modifications, or denial of Resolution No. 27, Series of 2016. [room j:%Ip1 I old At the request of the Vail Town Council, staff proposes for adoption Resolution No. 27, Series of 2016, in opposition of the transfer of ownership of federal public lands to the states. STAFF RECOMMENDATION: Staff recommends the Vail Town Council approve Resolution No. 27, Series of 2016. ATTACHMENTS: Description Resolution No. 27, Series of 2016 Memorandum Resolution No. 27, Series of 2016 August 16, 2016 - Page 444 of z TOWN OFVAIL � Memorandum TO: Vail Town Council FROM: Community Development Department DATE: August 16, 2016 SUBJECT: Resolution No. 27, Series of 2016; a Resolution stating the value of public lands to the Town of Vail's economy, recreation, heritage, and quality of life, and supporting continued federal ownership of federal public lands, and setting forth details in regard thereto. I. SUMMARY At the request of the Vail Town Council, staff proposes for adoption Resolution No. 27, Series of 2016, in opposition of the transfer of ownership of federal public lands to the states. II. THE ISSUE What is the Federal Lands Transfer Movement? There has been a national movement organized by the American Lands Council and others over the last several decades to transfer the oversight of federal land to states that has recently gained traction as 10 of the 11 Western states have commissioned or considered studies to look into hypothetical federal -to -state transfers, and Congress recently appropriated funds to do so. Who is in support of the Movement? Much of the support originates in Utah, where local control of public lands could provide more state control and profit from increasing oil and gas development in these areas. Advocates of transfers support the states' ability to sell land to private entities, potentially benefitting the ranching and grazing communities in addition to the extractive industry. Who is Opposed? Many Western communities and counties including those in Colorado: Pitkin, Park, Eagle, Boulder, La Plata, San Miguel, Ouray, Summit and San Juan, are opposed to the movement. A transfer of ownership of publically managed lands to the states would shift the burden of funding to state agencies who do not have the capacity or the expertise to support these operations, and opens the door for a sell-off of public lands, limited access and devastation of habitat. Because states are mandated to manage their state trust lands in such a manner that these lands generate the maximum revenue possible for schools and other public institutions in the state, logging, energy development and the leasing of the land to private entities for the purpose of generating revenue may take precedence over outdoor recreation. Hunting, fishing, biking and environmental organizations are vehemently opposed to the transfer of public lands. For more information: https://www.hcn.org/articles/many-rural-counties-actively-oppose-a-federal-lands-transfer httD://www. ncsl.ora/research/environment-and-natural-resources/this-land-is-whose-land.asax III. STAFF RECOMMENDATION Staff recommends the Vail Town Council approve Resolution No. 27, Series of 2016. IV. ATTACHMENTS A. Resolution No. 27, Series of 2016 August 16, 2016 - Page 445 of z RESOLUTION NO. 27 Series of 2016 A RESOLUTION STATING THE VALUE OF PUBLIC LANDS TO THE TOWN OF VAIL'S ECONOMY, RECREATION, HERITAGE, AND QUALITY OF LIFE, AND SUPPORTING CONTINUED FEDERAL OWNERSHIP OF FEDERAL PUBLIC LANDS, AND SETTING FORTH DETAILS IN REGARD THERETO. WHEREAS, the Town of Vail in the County of Eagle and State of Colorado is a home rule municipal corporation duly organized and existing under the laws and of the State of Colorado and the Town Charter; and WHEREAS, the Town of Vail and land adjacent to the town contain a wealth of scenic, wild, and natural landscapes including mountains, rivers, forests, creeks, and lakes; and WHEREAS, public lands under the management of federal agencies, including the United States Forest Service and Bureau of Land Management, currently comprise seventy-eight (78) percent of land in Eagle County; and WHEREAS, these federal administered public lands are essential to the quality of life in the Town of Vail and Eagle County, providing extensive public recreational opportunities for wildlife watching, hiking, hunting, fishing, backpacking, sport shooting, horseback riding, skiing, bicycling, sightseeing and numerous other outdoor recreational activities; and WHEREAS, these same federally administered public lands provide essential habitat for fish and wildlife; and WHEREAS, the Town of Vail's attraction to businesses, employers, quality employees, and the guests who are a significant component of our economy overwhelmingly flows from the high quality of life arising out of the expansive wild landscapes and outdoor recreational opportunities available on surrounding federally managed public lands; and WHEREAS, federal public land management agencies directly and indirectly employ many full-time residents of Eagle County, contributing significantly to the fiscal and social health of the county; and WHEREAS, these federal lands are held in trust for the benefit of all Americans and people throughout the country value federal public lands as a distinctly prideful part of our national heritage, no matter in which state we reside; and WHEREAS, management of federally administered public lands by the U.S. Forest Service and U.S. Bureau of Land Management in compliance with federal law best protects the national value and utility of the public lands for all Americans and the values on which the economy in the Town of Vail are dependent; and WHEREAS, the Town of Vail created an Open Space Program and has invested significant funds from that program in the conservation of lands for the benefit of residents and guests; and Resolution No. 9, Series of 2016 Page 1 of 2 August 16, 2016 - Page 446 of z WHEREAS, federal funds, manpower, aircraft and other specialized fire prevention and firefighting assets are essential to protecting our communities, infrastructure, and public lands are unavailable at the state and county levels and due to recent drought and insect infestations, forests in Eagle County could be prone to wildfire; and WHEREAS, federally administered public lands contain headwaters that provide clean water for municipal water supplies, fisheries and ranching integral to the County's economy quality of life and public welfare; and WHEREAS, the Vail Town Council recognizes that rare circumstances may warrant the limited transfer of federal public lands under the Recreation and Public Purposes Act: NOW, THEREFORE, BE IT RESOLVED BY THE TOWN COUNCIL OF THE TOWN OF VAIL, COLORADO: THAT, the Vail Town Council strongly supports continued federal land ownership and management in the town of Vail and Eagle County, and the irreplaceable value these public lands bring to our county's economy, recreation, environment, heritage and quality of life. THAT, the Vail Town Council commends the dedicated federal employees who manage America's public lands in Eagle County, as well as the dedicated employees of the State of Colorado who manage fish, wildlife, and forests in the region, in partnership with the federal public land managers. 2016. INTRODUCED, READ, APPROVED AND ADOPTED this 16" day of August ATTEST: Patty McKenny, Town Clerk David Chapin, Mayor, Town of Vail Resolution No. 9, Series of 2016 Page 2 of 2 August 16, 2016 - Page 447 of z TOWN OF VAIP VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Ordinance No. 20, Series of 2016 - First Reading, An Ordinance Repealing and Reenacting Ordinance No. 11, Series 1990, Establishing Special Development District No. 24, Warner Development, Pursuant to Article A, Special Development (SDD) District, Chapter 9, Title 12, Zoning Regulations, Vail Town Code and Setting Forth Details in Regard Thereto PRESENTER(S): Matt Panfil, Planner ACTION REQUESTED OF COUNCIL: To approve an amendment to SDD No. 24, Warner Development, to remove Section 5, Item 3 requiring the indoor pool area on the subject property to be permanently restricted to use a pool. BACKGROUND: When SDD No. 24, Warner Development, was approved in 1990, the subject property deviated from the underlying Two -Family Primary/Secondary Residential (PS) District in regards to gross residential floor area (GRFA) and site coverage. As part of the approval it was conditioned that the indoor pool area permanently be restricted to use as a pool. In 2004, changes were made to the Vail Town Code with regard to the calculation of GRFA resulting in the subject property now having an excess amount of allowable GRFA. STAFF RECOMMENDATION: The Community Development Department recommends approval to the Town Council of a major amendment to Special Development District No. 24, Warner Development, pursuant to Section 12-9A-10, Amendment Procedures, Vail Town Code, to remove Section 5, Item 3 requiring the pool area on Lot 4 to be permanently restricted to a pool, from the conditions of approval within Ordinance No. 11, Series of 1990. ATTACHMENTS: Description Staff Memorandum Ordinance Staff Memo to PEC PEC16-0027 Attachments August 16, 2016 - Page 448 of z 0) TOWN OF VAIL Memorandum TO: Vail Town Council FROM: Community Development Department DATE: August 16, 2016 SUBJECT: A request for a major amendment to SDD No. 24, Warner Development, pursuant to Section 12-9A-10, Amendment Procedures, Vail Town Code to remove Section 5, Item 3 requiring the pool area on Lot 4 to be permanently restricted to a pool, from the conditions of approval within Ordinance No. 11, Series of 1990, located at 1825 Sunburst Drive/Lot 4, Vail Valley Filing 3, and setting forth details in regard thereto (PEC16- 0027). Applicant: Deborah Webster, represented by Current Architects Planner: Matt Panfil I. SUMMARY The applicant, Deborah Webster, represented by Michael Current of Current Architects, is requesting a recommendation to the Vail Town Council for a major amendment to Special Development District (SDD) No. 24, Warner Development, pursuant to Section 12-9A-10, Amendment Procedures, Vail Town Code, to remove Section 5, Item 3 requiring the pool area on Lot 4 to be permanently restricted to a pool, from the conditions of approval within Ordinance No. 11, Series of 1990, located at 1825 Sunburst Drive. II. ACTION REQUESTED OF THE TOWN COUNCIL The Vail Town Council shall approve, approve with modifications, or deny Ordinance No. 20, Series of 2016, upon first reading. III. BACKGROUND At their meeting on March 12, 1990, the PEC voted unanimously 7-0 to recommend that the Town Council deny the request to establish SDD No. 24, Warner Development. According to the minutes, the rationale behind the PEC's recommendation of denial was that it felt any site planning or design aspects of the August 16, 2016 - Page 449 of z proposal could be accomplished under the existing zoning regulations and that the request for an SDD was an attempt to circumvent the underlying Two -Family Primary / Secondary Residential District standards in regards to site coverage and gross residential floor area (GRFA) for Lot 4 by offering three (3) employee housing units (EHUs) as a concession for the requested density increases. At the April 3, 1990, Vail Town Council meeting, the applicant, Mr. Robert Warner, stated that due to his wife's chronically bad back, her doctor prescribed daily swimming as treatment. Mr. Warner argued that it was this need for a pool that required GRFA beyond what was permitted by the underlying zoning. The Town Council voted to approve SDD No. 24, with the condition that the pool area be permanently restricted to use as a pool, because they believed the offer to provide three (3) EHUs, one (1) EHU at each of the three (3) lots within the SDD, was a benefit to the Town. Therefore Section 4-D-2 of Ordinance No. 11, Series of 1990 allowed Lot 4 a maximum of 5,500 square feet of GRFA. In 2004, changes were made to the Vail Town Code with regard to the calculation of GRFA resulting in the subject property having an excess amount of allowable GRFA. The applicant contends that this excess amount of allowable GRFA precludes the necessity of the pool restriction. IV. ZONING / SDD NO. 24 ANALYSIS Standard Allowed / Required Existing Proposed Site Area Min. 15,000 sq ft 16,216 sq ft No Change Site Coverage Max. 3,726 sq ft 3,726 sq ft No Change Setbacks Front: 20' Rear: 15' Sides: 15' Per Site Plan No Changes Height 33' (sloping roof) Per Elevations No Change GRFA 5,500 sq ft* 5,242 sq ft No Change Density 1 primary/secondary structure per lot 1 primary/secondary structure No Change Landscaping Per Landscape Plan Per Landscape Plan No Change Parking Min. 5 paces 5 spaces No Change * Based on existing Town Code, the underlying Two -Family Primary / Secondary Residential District would allow a maximum GRFA of 6,713 square feet. V. PLANNING AND ENVIRONMENTAL COMMISSION RECOMMENDATION Should the Vail Town Council choose to approve Ordinance No. 11, Series of 2014, upon first reading, the Community Development Department recommends the Council passes the following motion: Town of Vail Page 2 August 16, 2016 - Page 450 of z "The Vail Town Council approves Ordinance No. 20, Series of 2016, an ordinance repealing and reenacting Ordinance No. 11, Series 1990, establishing Special Development District No. 24, Warner Development, pursuant to Article A, Special Development (SDD) District, Chapter 9, Title 12, Zoning Regulations, Vail Town Code and setting forth details in regard thereto." Should the Vail Town Council choose to approve Ordinance No. 20, Series of 2016, the Community Development Department recommends the Council makes the following findings: 'Based upon the review of the criteria outlined in Section Vll of the Staff memorandum to the Planning and Environmental Commission dated August 8, 2016 and the evidence and testimony presented, the Vail Town Council finds: 1. That the special development district amendment complies with the standards listed in Article 12-9A, Special Development District, or that a practical solution consistent with the public interest has been achieved; 2. That the special development district amendment is consistent with the adopted goals, objectives and policies outlined in the Vail comprehensive plan and compatible with the development objectives of the town; 3. That the special development district amendment is compatible with and suitable to adjacent uses and appropriate for the surrounding areas; and 4. That the special development district amendment promotes the health, safety, morals, and general welfare of the town and promotes the coordinated and harmonious development of the town in a manner that conserves and enhances its natural environment and its established character as a resort and residential community of the highest quality." 5. As a result of the 2004 changes to GRFA calculations, the subject property complies with current GRFA regulations. VI. ATTACHMENTS A. Ordinance No. 20, Series of 2016 B. PEC Memorandum dated August 8, 2016 B. Project Narrative with Floor Plans, dated July 11, 2016. Town of Vail Page 3 August 16, 2016 - Page 451 of z ORDINANCE NO. 20 Series of 2016 AN ORDINANCE REPEALING AND REENACTING ORDINANCE NO. 11, SERIES 1990, ESTABLISHING SPECIAL DEVELOPMENT DISTRICT NO. 24, WARNER DEVELOPMENT, PURSUANT TO ARTICLE A, SPECIAL DEVELOPMENT (SDD) DISTRICT, CHAPTER 9, TITLE 12, ZONING REGULATIONS, VAIL TOWN CODE AND SETTING FORTH DETAILS IN REGARD THERETO WHEREAS, the Town of Vail, in the County of Eagle and State of Colorado (the "Town"), is a home rule municipal corporation duly organized and existing under the laws of the State of Colorado and the Vail Town Charter; WHEREAS, the members of the Town Council of the Town (the "Council") have been duly elected and qualified; WHEREAS, Ordinance No. 11, Series of 1990, established Special Development District No. 24, Warner Development; WHEREAS, amendments to a Special Development District are permitted pursuant to the parameters set forth in Section 12-9A-10, Vail Town Code; WHEREAS, the Planning and Environmental Commission of the Town held a public hearing on August 8, 2016 to consider the proposed amendment in accordance with the provisions of the Vail Town Code and forwarded a recommendation of approval to the Council by a vote of 5-0; WHEREAS, the Council finds that the proposed amendment to Special Development District No. 24, complies with the design criteria outlined in Section 12-9A- 8, Vail Town Code; WHEREAS, the Council finds that the Special Development District amendment complies with the standards listed Article 12-9A, Special Development District, or that a practical solution consistent with the public interest has been achieved; WHEREAS, the Council finds that the Special Development District amendment is consistent with the adopted goals, objectives and policies outlined in the Vail comprehensive plan and compatible with the development objectives of the town; WHEREAS, the Council finds that the Special Development District amendment is compatible with and suitable to adjacent uses and appropriate for the surrounding areas; WHEREAS, the Council finds that the Special Development District amendment Ordinance No. 20, Series of 2016 August 16, 2016 - Page 452 of z promotes the health, safety, morals, and general welfare of the Town and promotes the coordinated and harmonious development of the Town in a manner that conserves and enhances its natural environment and its established character as a resort and residential community of the highest quality; WHEREAS, the approval of this Special Development District amendment, and the development standards in regard thereto, shall not establish a precedent or entitlements elsewhere within the Town; WHEREAS, all notices as required by the Town of Vail Municipal Code have been sent to the appropriate parties. NOW, THEREFORE, BE IT ORDAINED BY THE TOWN COUNCIL OF THE TOWN OF VAIL, COLORADO, THAT: Section 1. Ordinance No. 11, Series of 1990, is hereby repealed and reenacted as follows: (all additions are illustrated with bold italics, deletions are illustrated with strikethreugh, and text not affected has been omitted): Sectinn1 _ The Town council finds that the procedures for a zoning amendment as set forth in Chapter 18.66 of the Municipal code of the Town of Vail relating to zoning amendments have been fully satisfied. Sectinn 2 - The The Town Council hereby rezones Lots 3, 4, and 5 of Vail Valley Third Filing a replat of Sunburst, to Special Development District No. 24. Section 3_ The Town Council finds that the development plan for Special Development District No. 24 meets each of the standards set forth in Section 18.40.080 of the Municipal Code of the Town of Vail or demonstrates that either one or more of them is not applicable, or that a practical solution consistent with the public interest has been achieved. In accordance with Section 18.40.040, the development plan for Special Development District No. 24 is approved. The development plan is comprised of those plans submitted by Junge Reich Magee AIA, and consists of the following documents: Site plan dated February 8, 1990. 2. Site/Landscape plan dated May 8, 1989. 3. Roof ridge height study and building elevations for Lots 3, 4, and 5 numbered Al, A6 and A7. Ordinance No. 20, Series of 2016 2 August 16, 2016 - Page 453 of z 4. Floor plans for Lot 3, dated January 29, 1990. 5. Floor plans for Lot 4, dated January 22, 1990. 6. Floor plans for Lot 5, dated January 31, 1990. CArrfinn d Development standards for Special Development District No. 24 are approved by the Town Council as a part of the approved development plan as follows: A. SETBACKS: Setbacks shall be as indicated on the site plan set forth in Section 3 of this Ordinance. B. HEIGHT: Building height shall be as indicated on the elevations and roof ridge plans set forth in Section 3 of this Ordinance. C. COVERAGE: Site coverage shall be as follows: 1. Site coverage on Lot 3 shall not exceed 2595 square feet. 2. Site coverage on Lot 4 shall not exceed 3726 square feet. 3. Site coverage on Lot 5 shall not exceed 2878 square feet. D. DENSITY: Development in SDD No. 24 shall be limited to 1 primary/secondary structure each on lots 3, 4, and 5. Gross Residential Floor Area within SDD No. 24 shall be as follows: 1. GRFA on Lot 3 shall not exceed 3300 square feet. 2. GRFA on Lot 4 shall not exceed 5500 square feet. 3. GRFA on Lot 5 shall not exceed 3550 square feet. E. LANDSCAPING: The area of the site to be landscaped shall generally be as indicated on the landscape plan set forth in Section 3 of this Ordinance. Ordinance No. 20, Series of 2016 3 August 16, 2016 - Page 454 of z F. PARKING: Parking in SOD No. 24 shall be met in accordance with the off-street parking requirements as specified in Section 18.52 of the Municipal Code of the Town of Vail, and as generally indicated in the site plan as set forth in Section 3 of this Ordinance. Section 5_ The following are conditions of approval for Special Development District No. 24: The use of the secondary units on lots 3, 4, and 4, as indicated on floor plans referenced in Section 3 of this Ordinance, shall be permanently restricted to long term employee housing rental. An agreement outlining this restriction shall be submitted by the owner to the Town of Vail and said agreement shall be reviewed, approved and recorded prior to the issuance of any temporary certificate of occupancy on this project. Section 18.13.080 of the Municipal Code of the Town of Vail shall be used for the wording of this agreement, except that the units shall be permanently restricted to employee housing rentals. The Town of Vail shall be a party to this agreement and the agreement shall be recorded by the Town of Vail at the Eagle County Clerk and Recorder's office. Restrictions concerning the use of these units shall run with the land. 2. The owners of Lots 3, 4, and 5 shall submit an annual report to the Town of Vail demonstrating that the lot's secondary units are rented and occupied as stipulated in Condition #1. Section 6. Amendments to the approved development plan may be granted pursuant to Section 18.40.100 of the Municipal code of the Town of Vail. Section 2. The Town Council hereby finds, determines and declares that this Ordinance is necessary and proper for the health, safety and welfare of the Town of Vail and inhabitants thereof. Ordinance No. 20, Series of 2016 4 August 16, 2016 - Page 455 of z Section 3. If any part, section, subsection, sentence, clause or phrase of this ordinance is for any reason held to be invalid, such decision shall not affect the validity of the remaining portions of this ordinance; and the Town Council hereby declares it would have passed this ordinance, and each part, section, subsection, sentence, clause or phrase thereof, regardless of the fact that any one or more parts, sections, subsections, sentences, clauses or phrases by declared invalid. Section 4. The repeal or the repeal and reenactment of any provisions of Vail Municipal Code as provided in this ordinance shall not affect any right which has accrued, any duty imposed, any violation that occurred prior to the effective date hereof, any prosecution commenced, nor any other action or proceeding as commenced under or by virtue of the provision repealed or repealed and reenacted. The repeal of any provision hereby shall not revive any provision or any ordinance previously repealed or superseded unless expressly stated herein. Section 5. All bylaws, orders, resolutions and ordinances, or parts thereof, inconsistent herewith are hereby repealed to the extent only of such inconsistency. This repealer shall not be construed to revise any bylaw, order, resolution or ordinance, or part thereof, heretofore repealed. INTRODUCED, READ ON FIRST READING, APPROVED, AND ORDERED PUBLISHED ONCE IN FULL ON FIRST READING this 16th day of August, 2016 and a public hearing for second reading of this Ordinance set for the 6th day of September, 2016, at 6:00 p.m. in the Council Chambers of the Vail Municipal Building, Vail, Colorado. Dave Chapin, Mayor ATTEST: Patty McKenny, Town Clerk READ AND APPROVED ON SECOND READING AND ORDER PUBLISHED in full this 6th day of September, 2016. Dave Chapin, Mayor ATTEST: Ordinance No. 20, Series of 2016 55 August 16, 2016 - Page 456 of z Patty McKenny, Town Clerk Ordinance No. 20, Series of 2016 August 16, 2016 - Page 457 of z TOWN OF VAIL Memorandum TO: Planning and Environmental Commission FROM: Community Development Department DATE: August 8, 2016 SUBJECT: A request for a major amendment to SDD No. 24, Warner Development, pursuant to Section 12-9A-10, Amendment Procedures, Vail Town Code to remove Section 5, Item 3 requiring the pool area on Lot 4 to be permanently restricted to a pool, from the conditions of approval within Ordinance No. 11, Series of 1990, located at 1825 Sunburst Drive/Lot 4, Vail Valley Filing 3, and setting forth details in regard thereto (PEC16- 0027). Applicant: Deborah Webster, represented by Current Architects Planner: Matt Panfil I. SUMMARY The applicant, Deborah Webster, represented by Michael Current of Current Architects, is requesting a recommendation to the Vail Town Council for a major amendment to Special Development District (SDD) No. 24, Warner Development, pursuant to Section 12-9A-10, Amendment Procedures, Vail Town Code, to remove Section 5, Item 3 requiring the pool area on Lot 4 to be permanently restricted to a pool, from the conditions of approval within Ordinance No. 11, Series of 1990, located at 1825 Sunburst Drive. Based upon staff's review of the criteria outlined in Section VII of this memorandum and the evidence and testimony presented, the Community Development Department recommends the Planning and Environmental Commission (PEC) forward a recommendation of approval of the major amendment to SDD No. 24, Warner Development, subject to the findings noted in Section VIII of this memorandum. II. DESCRIPTION OF REQUEST The applicant, Deborah Webster, represented by Michael Current of Current Architects, is requesting a major amendment to SDD No. 24, Warner August 16, 2016 - Page 458 of z Development, to remove the Section 5 Item 3 from Ordinance No. 11, Series of 1990. Item 3 states: 3. The pool area on Lot 4 shall be permanently restricted to a pool. A declaration shall be filed of record in the office of the Eagle County Clerk and Recorder in a form approved by the Town Attorney. According to the applicant, the pool restriction has complicated the process of selling the property. An ordinance, generally containing the following, will be provided to the Town Council for first reading: Ordinance No. 11, Series of 1990, is hereby amended to delete Section 5, Item 3 related to pool restrictions, as illustrated: A vicinity map (Attachment A) and a project narrative with floor plans (Attachment B) are attached for review. III. BACKGROUND At their meeting on March 12, 1990, the PEC voted unanimously 7-0 to recommend that the Town Council deny the request to establish SDD No. 24, Warner Development. According to the minutes, the rationale behind the PEC's recommendation of denial was that it felt any site planning or design aspects of the proposal could be accomplished under the existing zoning regulations and that the request for an SDD was an attempt to circumvent the underlying Two -Family Primary / Secondary Residential District standards in regards to site coverage and gross residential floor area (GRFA) for Lot 4 by offering three (3) employee housing units (EHUs) as a concession for the requested density increases. At the April 3, 1990, Vail Town Council meeting, the applicant, Mr. Robert Warner, stated that due to his wife's chronically bad back, her doctor prescribed daily swimming as treatment. Mr. Warner argued that it was this need for a pool that required GRFA beyond what was permitted by the underlying zoning. The Town Council voted to approve SDD No. 24, with the condition that the pool area be permanently restricted to use as a pool, because they believed the offer to provide three (3) EHUs, one (1) EHU at each of the three (3) lots within the SDD, was a Town of Vail Page 2 August 16, 2016 - Page 459 of z benefit to the Town. Therefore Section 4-D-2 of Ordinance No. 11, Series of 1990 allowed Lot 4 a maximum of 5,500 square feet of GRFA. In 2004, changes were made to the Vail Town Code with regard to the calculation of GRFA resulting in the subject property having an excess amount of allowable GRFA. The applicant contends that this excess amount of allowable GRFA precludes the necessity of the pool restriction. While the applicant has also investigated the possibility of further amending the SDD to remove the EHU deed restriction, they have opted not to make such a request at this time due to the Town's ongoing revisions to employee housing requirements. Taking a holistic view of SDD No. 24, Warner Development, staff encouraged the applicant to consult with the adjacent properties within SDD No. 24 to consider a request to repeal it in its entirety. This would eliminate the need for any future major amendments to the SDD in order to allow for GRFA that would now be permitted by the underlying zoning district, rather than the more restrictive language of the SDD. At this time, the applicant is only requesting the major amendment regarding the pool restriction. IV. APPLICABLE PLANNING DOCUMENTS Staff finds that the following provisions of the Vail Town Code are relevant to the review of this proposal: Title 12 — Zoning Regulations, Vail Town Code Chapter 1 — Title, Purpose, and Applicability (in part) 12-1-2: PURPOSE: A. General: These regulations are enacted for the purpose of promoting the health, safety, morals, and general welfare of the town, and to promote the coordinated and harmonious development of the town in a manner that will conserve and enhance its natural environment and its established character as a resort and residential community of high quality. B. Specific: These regulations are intended to achieve the following more specific purposes: Town of Vail Page 3 August 16, 2016 - Page 460 of z 1. To provide for adequate light, air, sanitation, drainage, and public facilities. 2. To secure safety from fire, panic, flood, avalanche, accumulation of snow, and other dangerous conditions. 3. To promote safe and efficient pedestrian and vehicular traffic circulation and to lessen congestion in the streets. 4. To promote adequate and appropriately located off street parking and loading facilities. 5. To conserve and maintain established community qualities and economic values. 6. To encourage a harmonious, convenient, workable relationship among land uses, consistent with municipal development objectives. 7. To prevent excessive population densities and overcrowding of the land with structures. 8. To safeguard and enhance the appearance of the town. 9. To conserve and protect wildlife, streams, woods, hillsides, and other desirable natural features. 10. To assure adequate open space, recreation opportunities, and other amenities and facilities conducive to desired living quarters. 11. To otherwise provide for the growth of an orderly and viable community. Chapter 9 — Special and Miscellaneous Districts (in part) 12-9A-1: PURPOSE AND APPLICABILITY. A. Purpose: The purpose of the special development district is to encourage flexibility and creativity in the development of land in order to promote its most appropriate use; to improve the design character and quality of the new development with the town; to facilitate the adequate and economical provision of streets and utilities; to preserve the natural and scenic features of open space areas; and to further the overall goals of the community as stated in the Vail comprehensive plan. An approved development plan for a special development district, in conjunction with the property's underlying zone Town of Vail Page 4 August 16, 2016 - Page 461 of z district, shall establish the requirements for guiding development and uses of property included in the special development district. B. Applicability: Special development districts do not apply to and are not available in the following zone districts: hillside residential, single-family residential, two-family residential and two-family primary/secondary residential. 12-9A-2: DEFINITIONS: MAJOR AMENDMENT (PEC AND/OR COUNCIL REVIEW): Any proposal to change uses; increase gross residential floor area; change the number of dwelling or accommodation units; modify, enlarge or expand any approved special development district (other than "minor amendments" as defined in this section), except as provided under section 12-15-4, 'Interior Conversions'; or 12- 15-5, "Additional Gross Residential Floor Area (250 Ordinance)', of this title. 12-9A-10: AMENDMENT PROCEDURES: B. Major Amendments: 1. Requests for major amendments to an approved special development district shall be reviewed in accordance with the procedures described in section 12-9A-4 of this article. 2. Owners of all property requesting the amendment, or their agents or authorized representatives, shall sign the application. Notification of the proposed amendment shall be made to owners of all property adjacent to the property requesting the proposed amendment, owners of all property adjacent to the special development district, and owners of all property within the special development district that may be affected by the proposed amendment (as determined by the department of community development). Notification procedures shall be as outlined in subsection 12-3-6C of this title. V. ZONING / SDD NO. 24 ANALYSIS Address: 1825 Sunburst Drive Legal Description: Vail Valley Filing 3, Lot 4 Existing Zoning: Two -Family Primary / Secondary Residential Existing Land Use Designation: Low Density Residential Mapped Geological Hazards: High Severity Rock Fall & Moderate Hazard Debris Flow Town of Vail Page 5 August 16, 2016 - Page 462 of z Standard Allowed / Required Existing Proposed Site Area Min. 15,000 sq ft 16,216 sq ft No Change Site Coverage Max. 3,726 sq ft 3,726 sq ft No Change Setbacks Front: 20' Rear: 15' Sides: 15' Per Site Plan No Changes Height 33'(sloping roof Per Elevations No Change GRFA 5,500 sq ft* 5,242 sq ft No Change Density 1 primary/secondary structure per lot 1 primary/secondary structure No Change Landscaping Per Landscape Plan Per Landscape Plan No Change Parking Min. 5 paces 5 spaces No Change Based on existing Town Code, the underlying Two -Family Primary / Secondary Residential District would allow a maximum GRFA of 6,713 square feet. VI. SURROUNDING LAND USES AND ZONING Existing Land Use Zoning District North: Park Outdoor Recreation East: Low Density Residential Two -Family Primary/Secondary Residential South: Low Density Residential Two -Family Primary/Secondary Residential West: Low Density Residential Two -Family Primary/Secondary Residential 1y/1M&'i:jx91/_10QAN4 Ile] aIT, l4ZkA11&31NI"W_1lvi14ZIQLY, 14kik9NATA M E61Nk94VF_1 Before acting on a major amendment to a special development district application, the Planning and Environmental Commission and Town Council shall consider the following factors with respect to the proposed amendment: 1. Compatibility: Design compatibility and sensitivity to the immediate environment, neighborhood and adjacent properties relative to architectural design, scale, bulk, building height, buffer zones, identity, character, visual integrity and orientation. The proposal involves only the potential reuse of existing interior space and would not impact the neighborhood or adjacent properties relative to architectural design, scale, bulk, building height, buffer zones, identity, character, visual integrity, or orientation. Staff finds the proposal complies with this criterion. 2. Relationship: Uses, activity and density which provide a compatible, efficient and workable relationship with surrounding uses and activity. Town of Vail Page 6 August 16, 2016 - Page 463 of z The proposal involves only the potential reuse of existing interior space from a single -use, swimming pool, to general residential space. The swimming pool area is already included within the existing GRFA calculations. Should the owner of the structure wish to use the swimming pool area for any use other than that permitted by Section 12-6D of the Vail Town Code, a separate amendment shall be required. Staff finds the proposal complies with this criterion. 3. Parking and Loading: Compliance with parking and loading requirements as outlined in chapter 10 of this title. The proposal does not include any changes affecting parking and loading requirements. Staff finds the proposal complies with this criterion. 4. Comprehensive Plan: Conformity with applicable elements of the Vail comprehensive plan, town policies and urban design plans. Staff has reviewed the Vail Comprehensive Plan, town policies, and urban design plans and found the following documents and associated goals, objectives, and statements applicable to this proposal: Vail Land Use Plan (in part) 1. General Growth/ Development 1.1 Vail should continue to grow in a controlled environment, maintaining a balance between residential, commercial and recreational uses to serve both the visitor and the permanent resident. 1.3 The quality of development should be maintained and upgraded whenever possible. 1.12 Vail should accommodate most of the additional growth in existing developed areas (infill areas). 5. Residential 5.1 Additional residential growth should continue to occur primarily in existing, platted areas and as appropriate in new areas where high hazards do not exist. Town of Vail Page 7 August 16, 2016 - Page 464 of z The proposal to allow for the reuse of the swimming pool space occurs within existing GRFA and will allow for potential future upgrades to the space. Staff finds the proposal complies with this criterion. 5. Natural and/or Geologic Hazard: Identification and mitigation of natural and/or geologic hazards that affect the property on which the special development district is proposed. The subject property is located within a high severity rock fall area and a moderate hazard debris flow area. The geological hazard report submitted with the request for SDD No. 24, Warner Development, accounted for these sensitive areas and provided debris -flow mitigation. As there are no proposed changes to the site plan or exterior alterations, no additional mitigation is required. Staff finds the proposal complies with this criterion. 6. Design Features: Site plan, building design and location and open space provisions designed to produce a functional development responsive and sensitive to natural features, vegetation and overall aesthetic quality of the community. The proposal does not include any changes to the site plan, building design or location, or open space provisions. Staff finds the proposal complies with this criterion. 7. Traffic: A circulation system designed for both vehicles and pedestrians addressing on and off site traffic circulation. The proposal involves only the potential reuse of existing interior space and does not alter or impact vehicular or pedestrian circulation on or off site. Staff finds the proposal complies with this criterion. 8. Landscaping: Functional and aesthetic landscaping and open space in order to optimize and preserve natural features, recreation, views and function. The proposal does not include any changes to the landscaping or open space on the site. Staff finds the proposal complies with this criterion. Town of Vail Page 8 August 16, 2016 - Page 465 of z 9. Workable Plan: Phasing plan or subdivision plan that will maintain a workable, functional and efficient relationship throughout the development of the special development district. As there are no exterior alterations associated with the proposal, a revised development plan is not necessary. Staff finds the proposal complies with this criterion. VIII. STAFF RECOMMENDATION Based upon the review of the criteria outlined in Section VII of this memorandum and the evidence and testimony presented, the Community Development Department recommends the Planning and Environmental Commission forwards a recommendation of approval to the Town Council of a major amendment to Special Development District No. 24, Warner Development, pursuant to Section 12-9A-10, Amendment Procedures, Vail Town Code, to remove Section 5, Item 3 requiring the pool area on Lot 4 to be permanently restricted to a pool, from the conditions of approval within Ordinance No. 11, Series of 1990, located at 1825 Sunburst Drive / Lot 4, Vail Valley Filing 3, and setting forth details in regards thereto. Should the Planning and Environmental Commission choose to forward a recommendation of approval for this request, the Community Development Department recommends the Commission pass the following motion: "The Planning and Environmental Commission forwards a recommendation of approval to the Town Council for a major amendment to Special Development District No. 24, Warner Development, pursuant to Section 12-9A-10, Amendment Procedures, Vail Town Code, to remove Section 5, Item 3 requiring the pool area on Lot 4 to be permanently restricted to a pool, from the conditions of approval within Ordinance No. 11, Series of 1990, located at 1825 Sunburst Drive/Lot 4, Vail Valley Filing 3, and setting forth details in regard thereto." Should the Planning and Environmental Commission choose to forward a recommendation of approval for this request, the Community Development Department recommends the Commission makes the following findings: "Based upon the review of the criteria outlined in Section VII of the Staff memorandum to the Planning and Environmental Commission dated August 8, 2016 and the evidence and testimony presented, the Planning and Environmental Commission finds: Town of Vail Page 9 August 16, 2016 - Page 466 of z 1. That the special development district amendment complies with the standards listed in Article 12-9A, Special Development District, or that a practical solution consistent with the public interest has been achieved; 2. That the special development district amendment is consistent with the adopted goals, objectives and policies outlined in the Vail comprehensive plan and compatible with the development objectives of the town; 3. That the special development district amendment is compatible with and suitable to adjacent uses and appropriate for the surrounding areas; and 4. That the special development district amendment promotes the health, safety, morals, and general welfare of the town and promotes the coordinated and harmonious development of the town in a manner that conserves and enhances its natural environment and its established character as a resort and residential community of the highest quality." 5. As a result of the 2004 changes to GRFA calculations, the subject property complies with current GRFA regulations. IX. ATTACHMENTS A. Vicinity Map B. Project Narrative with Floor Plans, dated July 11, 2016. Town of Vail Page 10 August 16, 2016 - Page 467 of z CURRENT ARCHITECTS AND ASSOCIATES Minor Amendment to SDD #24 Deborah Webster 1825 Sunburst Drive Vail, CO 81657 Vail Valley V Filing, Lot 4 Parcel # 2101-091-03-010 Project Narrative: Ms Webster is in the process of selling her home located at 1825 Sunburst Drive. SDD #24 ratified as part of the development of Vail Valley Filing Lots 3, 4, and 5, placed several restrictions on the subject property that some potential buyers are finding problematic. For the purposes of this application, this includes Section 5, Item 3 of SDD #24: "The pool area on Lot 4 shall be permanently restricted to a pool. A declaration shall be filed of record in the office of the Eagle County Clerk and Recorder in a form approved by the Town Attorney." Given the current methods of calculating Gross Residential Floor Area (GRFA) within the Town of Vail and the underlying zoning of adjacent properties (Two -Family Primary/Secondary), the subject property has an excess of allowable GRFA remaining for development that should preclude the necessity of this restriction being placed on the property. Therefor we request that it be struck from the original ordinance. A potential additional request to remove the EHU deed restriction placed on the property is also being investigated. Because of the on-going revisions being made to Employee Housing Requirements with the Town of Vail, we are uncertain of the viability of this request, so at this time we are just requesting the removal of the pool restriction. We will work with our client, the Town of Vail Housing Manager, and Community Development to ascertain whether the additional request to remove the EHU deed restriction will be sought. Current Architects and Associates Postal Box 5293 Vail, Colorado 81657 970.331.6345 CURRENTARCHITECTS.COM August 16, 2016 - Page 468 of z WEBSTER RESIDENCE 1825 SUNBURST DRIVE PEC 07.11.2016 GENERAL NOTES: PROXIMITY MAP: DRAWING INDEX OF C04 W. MICHAEL",, (� ! CURRENT Q i 0',402525 4b AF 1. DO NOT SCALE DRAWINGS. ARCHITECTURAL: NOT FOR CONSTRUCTION 2. VERIFY ALL DIMENSIONS, CONDITIONS, AND UTILITY LOCATIONS PRIOR TO BEGINNING ANY WORK OR ORDERING ANY MATERIALS. NOTIFY ARCHITECT OF ANY CONFLICTS OR DISCREPANCIES IN THE DOCUMENTS IMMEDIATELY. - 3. AREAS OF CONFLICTS OR DISCREPANCIES MUST BE FULLY RESOLVED WITH WRITTEN = APPROVAL FROM THE ARCHITECTS BEFORE CONSTRUCTION CONTINUES IN THESE 0 Of 0 U J i PARTICULAR AREAS. __ la 4. PLAN DIMENSIONS ARE TO FACE OF STUD, CENTERLINE OF STEEL, TIMBER, STUD COLUMNS, OR FACE OF CONCRETE UNLESS OTHERWISE NOTED. SECTION AND ELEVATION DIMENSIONS ARE TO TOP OF CONCRETE, TOP OF PLYWOOD, OR TOP OF WALL = - PLATES OR BEAMS UNLESS OTHERWISE NOTED. 5. PROVIDE ALL NECESSARY BLOCKING IN STUD WALLS AND CEILINGS. LOCATIONS INCLUDE BUT ARE NOT LIMITED TO CEILING AND WALL MOUNTED FIXTURES, TOILETS, TOILET ACCESSORIES, CABINETRY, COUNTERTOPS, SHELVES, CLOSET RODS AND FALSE `= r, E A. BEAMS. .� 6. REFER TO FLOOR PLANS FOR DOOR LOCATIONS. REFER TO DOOR SCHEDULE FOR DOOR TYPES. ` 7. REFER TO FLOOR PLANS FOR WINDOW LOCATIONS. REFER TO WINDOW SCHEDULE FOR WINDOW TYPES. r �4:. 1 8. COORDINATE ALL ELECTRICAL AND MECHANICAL FIXTURES TO FIT WITHIN CEILING k FLOOR AND WALL SPACES. VERIFY WITH ARCHITECT WHEN DIVERTING FROM DRAWINGS. 9. IN THE EVENT THAT ADDITIONAL DETAILS OR GUIDANCE IS NEEDED BY THE; CONTRACTOR FOR CONSTRUCTION OF ANY ASPECT OF THE PROJECT, THEY SHALL °.,. IMMEDIATELY NOTIFY THE ARCHITECT. FAILURE TO GIVE 10 DAY NOTICE TO ARCHITECT SHALL NOT CONSTITUTE A DELAY IN THE PROJECT. 1825 SUNBURST DRIVE 10. THE GENERAL CONTRACTOR SHALL BE RESPONSIBLE FOR SATISFYING ALL VAIL, COLORADO APPLICABLE CODES AND OBTAINING ALL PERMITS AND REQUIRED APPROVALS. THIS 81657 PROJECT IS GOVERNED BY THE INTERNATIONAL BUILDING CODE AND THE INTERNATIONAL RESIDENTIAL CODE. COMPLIANCE IS MANDATORY. THE CONSTRUCTION DOCUMENTS SHALL NOT PERMIT WORK THAT DOES NOT CONFORM TO ALL RELEVANT CODES INCLUDING IN UBC AND ALL LOCAL AND REGIONAL CODES. 11. THE GENERAL CONTRACTOR AND SUBCONTRACTORS SHALL FIELD COORDINATE AND PROJECT SUMMARY: OBTAIN APPROVALS FROM THE ARCHITECT/ENGINEER BEFORE ANY CUTTING, NOTCHING, OR DRILLING OF ANY CAST -IN-PLACE CONCRETE, STRUCTURAL FRAMING, OR ANY OTHER CODE: STRUCTURAL ELEMENTS WHICH MAY AFFECT THE STRUCTURAL INTEGRITY OF THE IRC 2015 CONSTRUCTION. 12. THE GENERAL CONTRACTOR SHALL VERIFY ALL EXISTING GRADES AND SCALE OUT THE BUILDING FOOTPRINT FOR OWNER AND ARCHITECT APPROVAL PRIOR TO BEGINNING ANY SITE WORK. 13. THE OWNER HAS BEEN ADVISED THAT DUE TO HARSH WINTER CONDITIONS, ROOF & DECK SURFACES MUST BE MAINTAINED REASONABLE FREE OF ICE & SNOW TO ENSURE MINIMAL PROBLEMS WITH THESE SURFACES. 14. SUBSTITUTIONS OF "EQUAL" PRODUCTS WILL BE ACCEPTABLE WITH ARCHITECT'S WRITTEN APPROVAL. 15. IT IS THE INTENT AND MEANING OF THESE DOCUMENTS THAT THE GENERAL CONTRACTOR AND EACH SUBCONTRACTOR PROVIDE ALL LABOR, MATERIALS TRANSPORTATION, SUPPLIES, EQUIPMENT, ETC. TO OBTAIN A COMPLETE JOB WITHIN THE RECOGNIZED STANDARDS OF THE INDUSTRY. 16. ALL CONSTRUCTION IS TO FIT WITHIN THE BUILDING ENVELOPE AND/OR OUTSIDE SETBACKS WITHOUT CREATING EASEMENTS. NOTIFY ARCHITECT IMMEDIATELY OF ANY DISCREPANCIES. 17. THE GENERAL CONTRACTOR SHALL FIELD VERIFY THE LOCATIONS OF ALL EXISTING UTILITIES. ALL UTILITIES SHALL BE LOCATED TO MINIMIZE EXCAVATION AND VEGETATION IMPACTS TO THE SITE. 18. THE GENERAL CONTRACTOR SHALL MINIMIZE THE LIMITS OF EXCAVATION AND TAKE ADEQUATE MEASURES TO PROTECT ALL VEGETATION BEYOND THE LIMITS OF EXCAVATION. ALL AREAS OF DISTURBANCE SHALL BE RE -VEGETATED TO BLEND WITH THE NON -DISTURBED LANDSCAPE EXCAVATION. ALL AREAS OF DISTURBANCE SHALL BE RE -VEGETATED TO BLEND WITH THE NON -DISTURBED LANDSCAPE. 19. THE SOILS REPORT IS AVAILABLE FROM OWNER'S SOILS ENGINEER. 20. GENERAL CONTRACTOR SHALL VERIFY ALL SITE DEVELOPMENT WITH LANDSCAPE CONSTRUCTION DOCUMENTS. THE SITE PLAN IS FOR GRADING AND LANDSCAPE PLAN IS FOR LAYOUT; ANY DISCREPANCIES VERIFY WITH ARCHITECT. August 16, 2016 - Page 469 of 489 ZONING: SPECIAL DEVELOPMENT DISTRICT #24 UNDERLYING TWO-FAMILY PRIMARY/SECONDARY OCCUPANCY CLASSIFICATION: TYPE R DIV. 3 PROJECT TEAM: ARCHITECT: CURRENT ARCHITECTS PO BOX 5293 VAIL, CO 81657 PH: 970.331.6345 CONTACTS: MICHAEL CURRENT A001 LOWER LEVEL WALL AREA CALCULATIONS A002 GRFA CALCULATIONS A101 EXISTING FLOOR PLANS M �_ L A102 EXISTING FLOOR PLANS 6' L1' � oV AC - U vi co 00CD CD CQ U d co O � F-- � U ZQ U W wU �0 U 0 Z Q LU m W LIJ z LIJ 0 C) LU W Q U) coo z U) U) Lr)Q N 00 0 Of 0 U J i No. Description Date Project number - Date 07-11-2016 Drawn by WMC COVER SHEET AOOO P. _8245 ; X46 1 82+4 I \ 82145 8247 8446 I I / 8247 \ 1 8248 / 82'49 82\50 !- ' ------------------------ --- —-------- � I I , 1 I ,I I +8244' ------ +8244' WALL AREA CALCULATIONS: TOTAL LOWER LEVEL WALL AREA: 2,970sf WALL AREA BELOW GRADE: 1,248sf WALL AREA PERCENTAGE BELOW GRADE: 42% 8255 --------------------------------------- - ---- --- -------------8246=824-------- ---------------------------------------------- --------------------------------------------- ---------------------------------------------- --------------------------------------------- 1+�� 8249 825"6 \ 8251 825 / / 8,25-3 / �� II 8254 I 825 \ I � \ � I I I 8255 3 -- 2!0 -- --------------- ---- -----------------------,-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---;------------------&245----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 8244 ---- ------------------------------------------------ ------------------------------------------ ---------------------- —---------------------------------------------------------- ---------------------- --------------- ---- ------------------------------------------------ ------------------------------------------ ---------------------- —---------------------------------------------------------- ---------------------- --------------- ---- ------------------------------------------------ ------------------------------------------ ---------------------- ----------------------------------------------------------- ------- --------------- --------------- ---- - 824 ---------------- ------------------ ------------------------------------------------ ---------------------- -------------------------------------------------------------------------- -- --------------- I i7l, --------- ---------------------- ------ -------------824--------------------------------------------------------- 824a ---------------------------------------------------------------- ----------------- �� ------------------------------------------------------------------ ----------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------824ra ---------------------------------------------- L August 16, 2016 - Page 470 of 489 GRFA BASEMENT DEDUCTION - WALL CALCS 1/8° = 1--0„ OF coo i w I W. MICHAEL Q I (� CURRENT 0 402525 I I Fp ARG NOT FOR CONSTRUCTION I I I 0) LQ'T E Nr -9 C`7 OU LO — (0 v� X co U M O C) C) Q p U O J C O U J I ;< I I I I I I I I I I I I I W I 1 I I I W wU 0 _V I N LJ I Z Q Q I I I I I I �U � m LU W Z Lu U) LU Ui ry oQ U) 0� m0 z D 07 N 00 o � O U — Q No. Description Date Project number - Date JUNE 20, 2016 Drawn by - GRFA A001 X01 II/ \4. i LOWER LEVEL AREA PLAN 1/811 = 1 '-0" MAIN LEVEL AREA PLAN 1/811 /8" = 1 '-01 1 August 16, 2016 - Page 471 of 489 SITE COVERAGE 1/811 /8" = 1 '-01 1 1825 SUNBURST DRIVE PARCEL # 2101-091-03-010 VAIL VALLEY 3RD FILING, LOT 4 LAND AREA: 0.382AC - 16,640sf (PER ILC) SITE COVERAGE = 3,776sf GROSS RESIDENTIAL FLOOR AREA (GRFA): LOWER LEVEL = 2,074sf (W/42% BASEMENT WALL DEDUCTION) MAIN LEVEL = 3,168sf (MAIN LEVEL + 280sf GARAGE OVERAGE TOTAL GRFA = 5,242sf (INCLUDING POOL AREA AND EHU) GRFA ALLOWED: 6,713sf (CURRENT TWO-FAMILY PRIMARY/SECONDARY ZONING) SDD#24 ALLOWANCES: SITE COVERAGE: 3,726Sf GRFA: 5, 500sf OF C0L �PUV. MICHA! L ACUR.R�NT� C, ",,\'r402525../" A�� NOT FOR CONSTRUCTION MLO E N CQO rte] o) LO CO vi X 00 � v CD d CC"')) U < O p CD U 2 U � LU U J Z Q U W wU �O =N � Q U z QQ LU mo LU �w LU Z w Cn w o0 u) ry mo Z �J � CN 00 o U Q > No. Description Date Project number - Date 07-11-2016 Drawn by - GRFA AND SITE COVERAGE A002 i of Lp W. MICHAEL\"CURRANT O 02525 AF NOT FOR CONSTRUCTION 0-)-) � � o LL GUEST BED 3 LL GUEST BATH 3 EHU BEDROOM EHU ENTRY cv c0 cl) U Ln�c0 U; © 0 COURTYARD o o Q M a co 77A232 SF 114 SF 146 SF O < o 0 6, o 2 U � U J r f 90' - 8" 1, r I- I EHU LIVING LDN I I I 370 SF EHU ENTRY 9 _ 16 W 38 SF 911-01, DN �•/ O W W U LL LIVING MECH MECH= C/7 DN POOL COURTYARD 601 SF 82 SF 34 SF 17 I PLANTER a: LAUNDRY LL BATH 2 LL BATH 4 34 SF CLO 11 10 a 12 51 SF 59 SF _ $ = POOL W LL BATH 1 3 SF a aa ° _ 13 LU SF Q 69 SF a.a ° 4= 4 Lq 00 LL GUEST BED 1 LL GUEST BED 2 FOUNDATION OF FOUNDATION WALL OF GARAGE ABOVE 14 15 COURTYARD WALL ABOVE 211 SF 152 SF d a 1 CANTILEVERED BAY WINDOWS d -d d . PLANTER - da EXISTING - LOWER LEVEL 1 1/411 = 1 '-0" August 16, 2016 -Page 472 of 489 m LIJ � Nw 1 f � m � N 0 � � J > Drawn by FLOOR Author PLANS A101 No. Description Dateco Project number - Date 07-11-2016 Drawn by FLOOR Author PLANS A101 i of C0L �P W. MICHAEL` CURRENT o i - 99'-8" AFS NOT FOR CONSTRUCTION 99' - 8" X100' - 0"--- � i � o y"y �N CO � U Y ai 0 X 0 v CD d � O M p v ❑r CD QO J KITCHEN SITTING AREA MASTER BED 23 24 25 225 SF 215 SF 282 SF r r V) r LU MASTER BATH & r f H — — CLO Q ", , ". "_ �" � � � � '�" DN 101'-011 1, A, -!I,-, I U LU U --- DINING ROOM \ , 323 SF 186 SF DN C/) T---------------------------------------------------------------- 100'-011 O� Q Z STAIR 98.S _ _ 99' 8" 100' 0" 00 ENTRY FOYER & OFFICE LAUNDRY ® HALL 28 29 - 207 SF 71 SF - LU Q --- 394 SF OWDE w o _ 41SF 1001-011 :. _ _ ,_GARAGE"_"', ," .. I t I f , V STIB L 99' -01, 18 = 774;SF - W co LIVING ROOM 100' - 0"' - 451 SF 98'- 6" --- - 99'- 3 5/16" — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — _ L— — — — — — — — — — — — — — — — — — — — — — — — — — — J ; Project number EXISTING -MAIN LEVEL 1 1/411 = 1 '-011 W 0 (n C) August 16, 2016 -Page 473 of 489 m W C� � m z � N J � U J Q � Drawn by FLOOR Author PLANS Al 02 No. Description Date i - Date 07-11-2016 Drawn by FLOOR Author PLANS Al 02 i TOWN OF VAIP VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Ordinance No. 18, Series of 2016, Second Reading, An Ordinance Repealing and Reenacting Chapter 11 of Title 5 of the Vail Town Code, Concerning the Abatement of Diseased Trees and Wildfire Fuels PRESENTER(S): Mark Novak, Fire Chief ACTION REQUESTED OF COUNCIL: Approve, approve with amendments or deny Ordinance No. 18, Series of 2016 on second reading. BACKGROUND: Ordinance No. 18 revises the current Mountain Pine Beetle and Wildfire Fuels Reduction ordinance to include all forest pathogens, amends the current definition of wildfire fuels and reassigns responsibility for this section of code from Public Works to the Fire Department. STAFF RECOMMENDATION: Approve Ordinance No. 18, Series of 2016 as read. ATTACHMENTS: Description Staff Memo re Ordinance No. 18, Series of 2016 Summary of proposed changes to Chapter 5-11 Ordinance No. 18, Series of 2016 August 16, 2016 - Page 474 of z W 1I I 0) VAIL 1 Memorandum To: From: Date: Subject Town Council Mark Novak, Fire Chief August 16, 2016 Ordinance No. 18, Series of 2016 Purpose of Public Hearing The purpose of this public hearing is to present Ordinance No. 18, Series of 2016, an Ordinance Repealing and Reenacting Chapter 11 of Title 5 of the Vail Town Code, Concerning Abatement of Diseased Trees and Wildfire Fuels. Background In 2007 the Town adopted the Abatement of Mountain Pine Beetle and Wildfire Fuels Reduction Ordinance. This ordinance was codified in Chapter 11, Title 5 of the Vail Town Code. This section of the code was implemented in response to the outbreak of Mountain Pine Beetle and the resultant widespread mortality of Lodgepole pine, as well as the recognition of the need to address the threat of threat of catastrophic wildfire. During the peak years of the Mountain Pine Beetle outbreak, the provisions of this code were an effective tool in encouraging property owners to remove dead trees in a timely manner. The code was particularly effective in facilitating dialogue with absentee property owners. Since the adoption of this code, it has not been necessary to implement the abatement order provisions of section 5-11:5. Although, the incidence of Mountain Pine Beetle in the region has greatly subsided, there are a number of other forest pathogens which can cause mortality in a wide variety of tree species. Current Situation Over the course of the past year, staff has evaluated all aspects of the current Wildfire Mitigation Program in an effort to identify opportunities to more effectively reduce the threat of catastrophic wildfire and associated loss of homes. This evaluation included existing Town Code pertaining to wildfire mitigation and defensible space. The Mountain Pine Beetle and Wildfire Fuels Reduction Ordinance was identified as a section of Town Code that no longer represented the current conditions. Staff has revised the code to better address current wildfire hazards. August 16, 2016 - Page 475 of z The proposed changes to this code are summarized as follows: Elimination of Mountain Pine Beetle from the title to reflect the current condition in which a number of forest pathogens can result in tree mortality. Clarification regarding the definition of wildfire fuels to reflect current knowledge and industry accepted definition of wildfire fuels. Reassignment of primary responsibility for this code from Public Works to the Fire Department. The Fire Department has increased its capacity and improved its level of technical expertise related to forest health. The Fire Department now has a Forester/Arborist on staff, who is responsible for oversight of the Wildfire Mitigation Program. In addition to these changes there are a number of changes intended to clean up the code. A summary of the changes as well as possible effects was compiled by Community Development staff and is found in the attached table of changes. IV. Action Requested of Council Approve, approve with amendments or deny Ordinance No. 18 Series of 2016 on second reading. V. Staff Recommendation Fire Department staff recommends approval of Ordinance No. 18, Series of 2016 as read. VI. Attachments 1. Summary of proposed changes to Chapter 5-11 Town of Vail Page 2 August 16, 2016 - Page 476 of z Changes to Chapter 5-11 Abatement of Mountain Pine Beetle and Wildfire Fuels Reduction. Existing Code Language Proposed Code Language Summary of Change Possible Effects Chapter Title Abatement of Mountain Pine Beetle and Wildfire Abatement of Diseased Trees and Wildfire Fuels The title of the Chapter has been amended in The proposed changes support efforts to have a Fuels Reduction Reduction recognition that the chapter, as proposed to be Town Code that is easily understood. amended, addresses more than the mountain pine beetle. (None) New Language Proposed Introduction The additional language provides and Assist the reader with an understanding of the introduction to the chapter and informs the chapter. Diseased trees and accumulations of wildland reader as to who is the primary administrator. fuels represent a hazard to the community if left unmitigated. Vail Fire and Emergency Services has primary responsibility for the abatement of diseased trees and/or wildland fuels. 5-11-1: DEFINITIONS BEETLE INFESTED TREE: A tree, alive or dead, DISEASED TREE: A tree, alive or dead, which is The proposed change replaces the existing The change will allow the Fire Department to which is or has been infested with the mountain or has been infested/ infected with any insect or definition that focused on a particular insect and pursue the abatement of diseased or infested pine beetle (Dendroctonus ponderosae). disease identified in the most current version of expands the definition to include all trees afflicted trees other than those infested with the mountain the Field Guide to Diseases & Insects of the with a disease or infestation. pine beetle. Rocky Mountain Region DIRECTOR: The town of Vail director of public Director: The Town of Vail Fire Chief, or his The proposed change replaces the Director of The change shifts the administration of Chapter works, or his designee. designee. Public Works or his designee with the Town of 5-11 from Public Works to Fire, a more Vail Fire Chief, or his designee. appropriate location due to the subject matter. MOUNTAIN PINE BEETLE: The species None. Language Stricken The proposed change removes a definition no None Dendroctonus ponderosae. longer compatible with revised text. OCCUPANT: Any person in physical possession None. Language Stricken The proposed change removes a definition for This change clarifies to the public that it is the of any lot, tract or parcel of real property located occupant, leaving the property owner as the sole homeowner who is responsible for items within the town of Vail limits who is not the owner entity responsible under this title. This change is contained within the chapter. of such property. For the purposes of this supported by legal. chapter, "occupant" does not include the owner of an easement or right of way across property. WILDFIRE FUELS: WILDFIRE FUELS: Vegetation such as trees, This is a substantive change to the definition. Although the definition has been broadened A. A tree, alive or dead, which is or has been a shrubs, forbs or grasses and other materials The existing definition pertains solely to trees significantly, the inclusion of the phrase "which beetle infested tree; such as firewood, construction material or debris that are diseased, dead or substantially dead. represent and imminent threat to life or property" B. Any species or variety of tree which is dead or surrounding a structure, which represent an The proposed changes enlarge this definition to signals to the reader the emergency nature of substantially dead and determined to be a imminent threat to life or property during a include other types of vegetation and other items the provision and places the responsibility on the wildfire fuel hazard by the town of Vail director of wildland fire as determined by Vail Fire and that may pose a risk. administrator to describe the risk to the property public works, or his designee. Emergency Services owner. August 16, 2016 - Page 477 of 489 Existing Code Language Proposed Code Language Summary of Change Possible Effects 5-11-4: NOTICE OF VIOLATION: A. If the director determines that property A. If the Director determines that the property Removes references to "Occupant". None contains one or more beetle infested trees or contains one or more diseased trees and/or other wildfire fuels, the director shall notice the wildfire fuels, the Director shall notice the owner. Paragraph B.2. Changes "Advise" to "Describe" owner and any occupant of the property. Such Such notice shall be given either by certified mail notice shall be given either by certified mail or or personal delivery. Paragraph B.3. Changes the work "Advise" to personal delivery. "Require" that appears on its face to be a B. The notice shall: B. The notice shall: substantive change but a further reading of the paragraph reveals that "Require" is more 1. Advise the owner and/or the occupant that the 1. Advise the owner that the property contains appropriate. property contains one or more trees infested with one or more diseased trees and/or wildfire fuels; mountain pine beetle and/or other wildfire fuels; 2. Advise the owner and/or the occupant of town 2. Describe approved methods for the removal ofdiseased trees and/or wildfire fuels; and approved methods for the removal or destruction of beetle infested trees and/or other fire fuels; 3. Require the owner that all diseased trees and and/or wildfire be removed within thirty (30) days 3. Advise the owner and/or the occupant that all following receipt of the notice, or that an trees infested with mountain pine beetle and/or acceptable plan and schedule for removal of the other wildfire fuels must be removed within a diseased trees and/or wildfire fuels must be minimum of thirty (30) days following receipt of submitted to the Director within such thirty (30) the notice, or that an acceptable plan and day period. schedule for removal of the beetle infested trees or other wildfire fuels must be submitted to the C. If the owner disputes that the property director within such thirty (30) day period. contains one or more diseased trees and/or wildfire fuels, the owner shall notify the Director of such dispute within thirty (30) days of receipt C. If the owner or occupant disputes that the of the notice of violation. If a timely notice of property contains one or more beetle infested dispute is given, the town shall not file an trees or other wildfire fuels as determined by the application for an abatement order until the director, the owner or occupant shall notify the Director has met with the disputing party in an director of such dispute within thirty (30) days of effort to resolve the dispute. If the Director meets receipt of the director's notice. If a timely notice with disputing party and is unable to resolve the of dispute is given, the town shall not file an dispute, the Director may file an application for application for an abatement order until the an abatement order pursuant to section 5-11-5 director has met with the disputing party in an of this chapter. effort to resolve the dispute. If the director meets with disputing party and is unable to resolve the dispute, the town may file an application for an abatement order pursuant to section 5-11-5 of this chapter. August 16, 2016 - Page 478 of 489 ORDINANCE NO. 18 SERIES 2016 AN ORDINANCE REPEALING AND REENACTING CHAPTER 11 OF TITLE 5 OF THE VAIL TOWN CODE, CONCERNING ABATEMENT OF DISEASED TREES AND WILDFIRE FUELS WHEREAS, in 2007, the Town adopted a new Chapter 11 of Title 5 of the Vail Town Code to address wildfire danger caused by the mountain pine beetle; WHEREAS, since that time, the mountain pine beetle has been replaced with other pests causing similar tree damage and wildfire danger; and WHEREAS, the Town wishes to repeal and reenact Chapter 11 of Title 5 of the Vail Town Code to address all diseased trees and their associated wildfire danger, regardless of the cause. NOW, THEREFORE, BE IT ORDAINED BY THE TOWN COUNCIL OF THE TOWN OF VAIL, COLORADO, THAT: Section 1. Chapter 11 of Title 5 of the Vail Town Code is hereby repealed in its entirety and reenacted to read as follows: CHAPTER 11 ABATEMENT OF DISEASED TREES AND WILDFIRE FUELS 5-11-1: DEFINITIONS: For purpose of this Chapter, the following terms shall have the following meanings: DISEASED TREE: A tree, alive or dead, which is or has been infested/infected with any insect or disease identified in the most recent version of the "Field Guide to Diseases and insects of the Rocky Mountain Region". DIRECTOR: The Town of Vail Fire Chief or designee. OWNER: A person who owns any lot, tract or parcel of real property located within the corporate limits of the Town. PROPERTY: A lot, tract or parcel of real property located within the corporate limits of the Town. WILDFIRE FUELS: Vegetation such as trees, shrubs, forbs or grasses and other materials such as firewood, construction material or Ordinance No. 18, Series of 2016 August 16, 2016 - Page 479 of debris surrounding a structure, which represent an imminent threat to life or property during a fire as determined by the Director. 5-11-2: INSPECTION: A. An owner whose property contains diseased trees or any wildfire fuels shall allow the Director to enter such property for the purpose of immediate inspection when at least one of the following events has occurred: 1. The owner has requested the inspection; 2. A neighboring landowner has reported a diseased tree or wildfire fuels and requested an inspection; or 3. The Director has made a visual observation from a public right-of-way or adjacent property and has reason to believe that diseased trees or wildfire fuels exist on the property. B. The Director shall have the right to enter upon any property, whether public or private, during reasonable hours for the purpose of inspecting for the existence of a diseased tree or any other wildfire fuels. However, no agent or employee of the Town shall enter upon any property to inspect for a diseased tree or other wildfire fuels without the permission of the owner or a warrant. C. If permission to inspect the property is not obtained, the Town shall send written notice to the owner advising that the Director desires to inspect the property. The notice shall be delivered by certified mail or personal service. The notice may be mailed to the owner at the last address on file with the Eagle County Treasurer. Where possible, inspections shall be scheduled and conducted with the concurrence of the owner. D. If permission to inspect is not obtained within ten (10) days after the date of the notice described in Subsection C, the Director may request an inspection from the Municipal Court. The Municipal Judge shall issue an inspection warrant upon presentation by the Director of an affidavit satisfying the applicable legal requirements for such a warrant. 5-11-3: EMERGENCIES In the case of an emergency involving imminent danger to the public health, safety or welfare, the Director may enter upon any property to conduct an emergency inspection without a warrant and without complying with this Chapter. Ordinance No. 18, Series of 2016 August 16, 2016 - Page 480 of z 5-11-4: NOTICE OF VIOLATION: A. If the Director determines that a property contains diseased trees or wildfire fuels, the Director shall provide written notice of such findings to the owner either by certified mail or personal service. B. The notice shall: 1. Advise the owner that the property contains diseased trees or wildfire fuels; 2. Describe approved methods for the removal of diseased trees or wildfire fuels; and 3. Require that all diseased trees and wildfire fuels be removed within thirty (30) days of the date of the notice, or that an acceptable plan and schedule for removal of the diseased trees and wildfire fuels be submitted to the Director within such time. C. If the owner disputes that the property contains diseased trees or wildfire fuels, the owner shall notify the Director of such dispute within thirty (30) days of the date of the notice. If a timely notice of dispute is given, the Director shall meet with the owner in an effort to resolve the dispute. If the Director meets with the owner and is unable to resolve the dispute, the Town may file an application for an abatement order pursuant to Section 5-11-5. 5-11.5: ABATEMENT ORDER: A. If an owner fails to comply with a notice provided pursuant to Section 5-11-4, the Town may obtain an abatement order. B. An application for an abatement order shall be accompanied by an affidavit affirming that: 1. The Director has determined that the property contains diseased trees or wildfire fuels; 2. The Director has complied with the notice requirements of Section 5-11-4; and 3. Within the required time, the owner has failed to remove the diseased trees or wildfire fuels, or has failed to submit an acceptable plan and schedule for such removal. Ordinance No. 18, Series of 2016 August 16, 2016 - Page 481 of z D. The Town shall provide notice to the owner of its application for an abatement order either by certified mail or by personal service. The notice shall include a copy of the Town's application and affidavit, as well as the date, time, and place at which the Town will appear before the Municipal Court to request entry of the abatement order. E. At the stated time, date and place, the Municipal Judge shall review the Town's application for an abatement order, the affidavit, any statement of the Town offered in support thereof, as well as any statement and evidence presented by the owner, if present. F. The Municipal Judge is authorized to enter an order permitting the Town to enter upon the property, remove the diseased trees and wildfire fuels, and recover its costs, if the Municipal Judge finds that: 1. The property has diseased trees or wildfire fuels; 2. The Director has complied with the notice requirements of Section 5-11-4; and 3. The owner has failed to either remove the diseased trees or wildfire fuels, or has failed to submit an acceptable plan and schedule such removal. 5-11-6: COSTS: A. The owner shall be assessed twice the total cost of any removal of diseased trees and wildfire fuels performed by the Town, including administrative fees. B. The Town shall provide written notice to the owner the costs to be assessed either by certified mail or by personal service. C. If all costs incurred by the Town are not paid within thirty (30) days from the date of the written notice advising the owner of such costs, the unpaid costs shall be certified to the Eagle County Treasurer for collection in the same manner as real property taxes. 5-11-7: PERMIT FOR REMOVAL: An owner desiring to remove diseased trees shall file an application for a permit with the Community Development Department. There shall be no application fee for the permit. The application shall contain a written narrative describing the type, size, quantity and general location of the diseased trees proposed to be removed. The Director may perform a site visit prior to taking any action on the permit application. Ordinance No. 18, Series of 2016 August 16, 2016 - Page 482 of z 5-11-8: UNLAWFUL ACTS: A. It is unlawful for an owner to fail or refuse to remove diseased trees or wildfire fuels from the owner's property within the time period provided for in a notice under Section 5-11-4. B. It is unlawful for an owner to deny the Director access to the owner's property if the Director presents an inspection warrant or abatement order issued pursuant to this Chapter. C. It is unlawful to sell, expose for sale, offer for sale, transfer, give away or offer to give away any tree or part of a tree which is, at the time of the transfer, infested/ infected with an insect or disease restricted by local, state or federal regulations. 5-11-9: PENALTY: A person convicted of violating any provision of this Chapter shall be punished as provided in Section 1-4-1 of this Code; provided, that each separate act in violation of this Chapter, and each and every day or portion thereof during which any act in violation of this Chapter is committed, continued, or permitted, shall be deemed a separate offense. Section 2. Severability. If any part, section, subsection, sentence, clause or phrase of this ordinance is for any reason held to be invalid, such decision shall not affect the validity of the remaining portions of this ordinance; and the Council hereby declares it would have passed this ordinance, and each part, section, subsection, sentence, clause or phrase thereof, regardless of the fact that any one or more parts, sections, subsections, sentences, clauses or phrases be declared invalid. Section 3. Retroactivity. The amendment of any provision of the Vail Town Code as provided in this ordinance shall not affect any right which has accrued, any duty imposed, any violation that occurred prior to the effective date hereof, any prosecution commenced, nor any other action or proceeding as commenced under or by virtue of the provision amended. The amendment of any provision hereby shall not revive any provision or any ordinance previously repealed or superseded unless expressly stated herein. Section 4. Repeal. All bylaws, orders, resolutions and ordinances, or parts thereof, inconsistent herewith are repealed to the extent only of such inconsistency. This repealer shall not be construed to revise any bylaw, order, resolution or ordinance, or part thereof, theretofore repealed. INTRODUCED, READ ON FIRST READING, APPROVED, AND ORDERED PUBLISHED ONCE IN FULL ON FIRST READING this 2nd day of August, 2016 and a public hearing for second reading of this Ordinance is set for the 16th day of August, 2016, in the Council Chambers of the Vail Municipal Building, Vail, Colorado. Ordinance No. 18, Series of 2016 August 16, 2016 - Page 483 of z Dave Chapin, Mayor ATTEST: Patty McKenny, Town Clerk READ AND APPROVED ON SECOND READING AND ORDERED PUBLISHED this 16th day of August, 2016. Dave Chapin, Mayor ATTEST: Patty McKenny, Town Clerk Ordinance No. 18, Series of 2016 August 16, 2016 - Page 484 of z TOWN OF VAIP VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Ordinance No. 19, Series of 2016, Second Reading, An Ordinance Amending Article B, Chapter 3, Title 4 of the Vail Town Code to Create a New Section Relating to the Private Use of Vehicle Immobilizers PRESENTER(S): Matt Mire, Town Attorney ACTION REQUESTED OF COUNCIL: Approve, approve with amendments or deny Ordinance No. 19, Series of 2016 upon second reading. BACKGROUND: The use of vehicle immobilization devices, or "boots," is a practice being employed by private property owners to enforce parking violations and in some circumstances payment in their lots as an alternative, or in addition, to the use of towing. Without state or local regulation, there is an increased opportunity for fraudulent and predatory booting practices that negatively impact the Town's citizens. The Town Council finds that private booting, so long as it remains unregulated, presents an appreciable risk to public safety and to property. As such, the Town Council, pursuant to its authority to protect and secure the public health, safety and welfare of its citizens, desires to prohibit the use of vehicle immobilization devices in the Town. ATTACHMENTS: Description Ordinance No. 16, Series of 2016 August 16, 2016 - Page 485 of z ORDINANCE NO. 19 SERIES 2016 AN ORDINANCE AMENDING ARTICLE B, CHAPTER 3, TITLE 4 OF THE VAIL TOWN CODE TO CREATE A NEW SECTION RELATING TO THE PRIVATE USE OF VEHICLE IMMOBILIZERS WHEREAS, the use of vehicle immobilization devices, or "boots," is a relatively new practice being employed by private property owners to enforce parking violations and in some circumstances payment in their lots; WHEREAS, booting is being used as an alternative, or in addition, to the use of towing; WHEREAS, booting is not currently regulated by the state or the Town; WHEREAS, there has been a rise in complaints from patrons of private parking lots and businesses near these lots regarding the use of vehicle immobilization devices and sometimes erroneous and fraudulent behavior that result in unjustified boots; WHEREAS, without state or local regulation, there is an increased opportunity for fraudulent and predatory practices that negatively impact the Town's citizens; WHEREAS, citizens are blaming local businesses for the boots and not returning to patronize those businesses, which negatively impacts the Town's economy; WHEREAS, the Town Council finds that private booting, so long as it remains unregulated, presents an appreciable risk to public safety and to property; and WHEREAS, the Town Council, pursuant to its authority to protect and secure the public health, safety and welfare of its citizens, desires to prohibit the use of vehicle immobilization devices in the Town. NOW, THEREFORE, BE IT ORDAINED BY THE TOWN COUNCIL OF THE TOWN OF VAIL, COLORADO, THAT: Section 1. Article B, Chapter 3 of Title 4 of the Vail Town Code is hereby amended by the addition of a new Section 7-313-8, to read as follows: 7-313-8: BOOTS ON MOTOR VEHICLES. A. No person shall place a boot on any motor vehicle in the Town except under the following circumstances: 1. The person is directed by a law enforcement officer to place a boot on the motor vehicle; Ordinance No. 18, Series of 2016 August 16, 2016 - Page 486 of 2. The person is a law enforcement officer authorized to place the boot on the motor vehicle; 3. The owner, authorized operator, or authorized agent of the owner of the motor vehicle requested that the boot be placed on the motor vehicle; or 4. The person placing the boot is a property owner who owns the boot and complies with the following: a. Affixes a notice to the motor vehicle in a conspicuous and obvious manner containing the name, address and telephone number of the person who placed the boot on the motor vehicle, the amount of the boot removal fee and the right to have the boot removed upon payment of the boot removal fee; and b. Maintains personnel able to remove the boot and release the vehicle to its owner or authorized operator upon the payment of a boot removal fee, with such personnel available twenty-four (24) hours per day, seven (7) days per week. B. Upon placement of a boot on a motor vehicle at the direction of a law enforcement officer, the person placing the boot shall: 1. Affixes a notice to the motor vehicle in a conspicuous and obvious manner containing the name, address and telephone number of the person who placed the boot on the motor vehicle, the amount of the boot removal fee, the right to have the boot removed within ninety (90) minutes of contacting the Police Department, the signature of the person who placed the boot, and an advisement of the right to request a post- seizure hearing for vehicle impoundment under Section 7-3A-4 of this Code; 2. Maintain personnel authorized to remove the boot and release any motor vehicle to its owner or driver upon the payment of any boot removal fee; and 3. Provide a receipt upon payment, listing the fees charged and advisement of the right to request a post -seizure hearing for vehicle impoundment under Section 7-3A-4 of the Code. C. For purposes of this Section, a "boot" is any immobilization device placed upon a motor vehicle for purposes of parking violation enforcement and without the prior consent or authorization of the owner or operator of the motor vehicle. D. For purposes of this Section, a "property owner" is the owner or lessee of the private property or a person who has been authorized in Ordinance No. 18, Series of 2016 August 16, 2016 - Page 487 of z writing to act as an authorized agent for the property owner or lessee of the private property. Section 2. If any part, section, subsection, sentence, clause or phrase of this ordinance is for any reason held to be invalid, such decision shall not affect the validity of the remaining portions of this ordinance; and the Town Council hereby declares it would have passed this ordinance, and each part, section, subsection, sentence, clause or phrase thereof, regardless of the fact that any one or more parts, sections, subsections, sentences, clauses or phrases be declared invalid. Section 3. The Town Council hereby finds, determines and declares that this ordinance is necessary and proper for the health, safety and welfare of the Town and the inhabitants thereof. Section 4. The amendment of any provision of the Vail Town Code in this ordinance, shall not affect any right which has accrued, any duty imposed, any violation that occurred prior to the effective date hereof, any prosecution commenced, nor any other action or proceeding as commenced under or by virtue of the provision amended. The amendment of any provision hereby shall not revive any provision or ordinance previously repealed or superseded unless expressly stated herein. Section 5. All bylaws, orders, resolutions and ordinances, or parts thereof, inconsistent herewith are repealed to the extent only of such inconsistency. This repealer shall not be construed to revise any bylaw, order, resolution or ordinance, or part thereof, theretofore repealed. INTRODUCED, READ ON FIRST READING, APPROVED, AND ORDERED PUBLISHED ONCE IN FULL ON FIRST READING this 2nd day of August, 2016 and a public hearing for second reading of this Ordinance is set for the 16t day of August, 2016, in the Council Chambers of the Vail Municipal Building, Vail, Colorado. Dave Chapin, Mayor ATTEST: Patty McKenny, Town Clerk READ AND APPROVED ON SECOND READING AND ORDERED PUBLISHED this 16th day of August, 2016. Dave Chapin, Mayor ATTEST: Patty McKenny, Town Clerk Ordinance No. 18, Series of 2016 August 16, 2016 - Page 488 of VAIL TOWN COUNCIL AGENDA MEMO ITEM/TOPIC: Adjournment at 8:45 p.m. TOWN OF VAR' August 16, 2016 - Page 489 of z