SOP: Ikon Overrides pricing, policies & procedures

 SOP: Managing Ticket Products and Ikon Reservation Override Requests

Policy

Purpose

To outline the process for handling ticket products, overrides, and Ikon reservation requests, ensuring consistent, efficient, and accurate handling of guest requests.

Scope

Responsibilities

  • Ticket Office Contact: Debbie Moss, Ticket Office Manager
  • SSV Contact: David Jensen, Skier Services Reservations Manager
  • Lodging Contact: David Smalis, Lodging Reservations Manager

Procedures

1. Ticket Office Overrides
1.1 Guest Requests
  • Adding an additional family member to their holiday.
  • DVSP pass holder skiing and needing reservations for Ikon family members.
  • Adjusting Ikon reservations to align with Inntopia orders.
1.2 Handling Ikon Reservations
  • Guests contacting Ikon Support will be directed to email reservationsupport@deervalley.com.
  • The Ticket Office will:
    • Research the guest's request.
    • Forward requests involving Skier Services (SSV) or lodging products to the appropriate department.
    • Review requests without additional DV products and assess override needs.
2. Skier Services (SSV) Products
2.1 Product-Specific Guidelines
  • Rentals: Valid for full and ski-only packages on the booked date(s). Override authorized for renters, parents, or guardians.
  • Lessons: Valid for private lessons, adult and youth ski school, clinics, and specialty programs on the booked date(s). Override authorized for participants, parents, or guardians.
  • Childcare: Valid for the booked date(s) only. Override authorized for parents or guardians.
2.2 SSV Reservation Process
  • At booking, SSV agents will ask if lift tickets are needed.
  • If Ikon reservation capacity is available, direct guests to reserve on Ikonpass.com using their Ikon account.
  • If Ikon reservations are at capacity:
    • SSV agents will process reservations via AMP and document in the DVSS system.
    • Guests must clear the Ikon waitlist before an override can be issued.
3. Lodging Reservation Requests
3.1 Lodging Policy
  • No Ikon reservation overrides will be granted solely based on lodging bookings.
  • Guests with Skier Services products will be directed to Skier Services for override/exception requests.
  • All other guests will be directed to the Ticket Office.
3.2 Handling Ikon Support Emails
  • Guests contacting Ikon Support will be directed to email reservationsupport@deervalley.com.
  • The Ticket Office will:
    • Monitor the email account.
    • Forward relevant emails to SSV for research and processing.
4. Case-by-Case Scenarios (Grey Area)

Examples include:

  • Friends of guests with eligible green-light items.
  • Walk-ups during sellouts.
  • Requests due to canyon closures.

Each request will be evaluated individually by the Ticket Office or relevant department.

Monitoring and Communication

  • The Ticket Office will oversee reservationsupport@deervalley.com, ensuring timely distribution of requests to the appropriate departments.
  • Cross-department collaboration is essential to resolve guest inquiries efficiently.

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