March 31, 2016

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ST TRACKSFT

HEADLINES

WHITE PAGES

AMBASSADOR CLUB

GREEN TRACKSSIKIPEDIA TRIVIA

SOCIAL SKILLS

HEADLINES

WHITE PAGES

SIKIPEDIA TRIVIA

photo by James Schondelmeierphoto by Cobi Krumholz

photo by Jen Bailey

photo by Maggie Liebowitz

Photo by: Guido Bressan

Always An Ambassador

Attention Jackson Hole Ambassadors:

Congratulations to Jackson Hole Mountain Resort Ambassadors! We collectively achieved our Net Promoter Score target of 89 for the 2015/2016 season! This means that Jackson Hole will rank inside the top ten of all North American ski resorts in this important measure of guest satisfaction!

Our final NPS score is 89.1%!!!This means that as the season winds down we are on our way not only to success from a business standpoint, but also our best customer satisfaction results in our entire 50 years! These are usually measures that are not achieved together, so for us to have achieved both is a fitting cap to our 50th Anniversary season!

The best part of this is outlined in the chart you see below – the part of guest service we and each one of you can most directly control – ‘Overall Quality of Employee Service’ – achieved its highest score of the season right when it really mattered in the last week! And all this at the end of long, hard season. Everyone reached down deep and delivered in the last week. Thank you to everyone for a great season!

89

We Couldn't Have Done It Without You50

AMBASSADORS EXCEED NPS GOAL – JHMR OWNERSHIP AND MANAGEMENT SAY THANK YOU!

The final results are in and JHMR has capped off its 50th season by exceeding the Net Promotor Score goal of 89 established by the resort Leadership Team prior to the 2015/16 season! It was a photo finish, with the final season end score being 89.1.

With the achievement of this important guest service goal combined with JHMR exceeding key finan-cial budget goals for the season, JHMR ownership and management is announcing today that a thank you bonus will be paid to ambassadors who have worked the 2015/16 season (see details below).

Resort President, Jerry Blann commented – “Exceeding both our NPS goal and our financial budget is a significant achievement. The JHMR ambassadors proved once again their ability to “Enrich Lives and Create Memories” for our guests even when faced with challenges beyond our control. This season, unlike recent winters, all of the western United States received adequate amounts of snow, making resort competition intense. In addition, the strong U.S. dollar hurt our ability to attract many international guests. Despite these hurdles the JHMR team rallied and provided the service for which we are now known, which is a big part of our ability to reach financial budget targets as well”.

The thank you bonus will be paid in mid –April as final hours are tabulated. JHMR thanks you again for a job well done! We wish you a great spring and hope you can join us again this summer or next winter.

Net Promoter Score Explained

NPS represents the number of guests out of 100 who give us a 9 or 10 on a 1-10 scale when asked: ‘would you recommend Jackson Hole to Family or Friends’. 9 and 10 answers are called ‘promoters’. 7 or 8 are called 'passives' and not counted. 1 through 6 are called ‘detractors’, and count against you.

Achieving our goal of 89 means 89% of 100 people gave us a 9 and 10 even after subtracting detractors. An 89 places us in the top ten of all ski resorts in North America.

Why it Matters

By achieving 89 for the season that’s a 2.6% lift versus last season. In an average season we have ~125,000 net guests.  That means 3,250 more guests will recommend us and they are more likely to return themselves.  If they ski an average of 4 days, that’s 13,000 more skier days from the satisfied guest next season or beyond.

The Fine PrintEigibility – all employees not currently included in a JHMR incentive plan who have been on the payroll during the winter operating season (November 26 – April 3) who have worked in excess of 300 hours and have remained employed through March 13, 2016.

Reward – employees who meet eligibility requirements will receive a one-time thank you reward equal to 3% of the total pay earned during the winter operating season (all rewards will be fully taxable at the employee’s elected W-4 rate).

Timing – payout will occur after payroll finalizes winter season earnings in mid- April and will be distributed in the same manner currently used for paychecks. Physical checks will be mailed to the address we have in ADP. Please contact HR& Safety should you want to change this address.

Message from Connie

Hello all,

Thank you for a spectacular 2015/16 winter season! Sadly, I missed the last 50 inches of snow and the Rendezvous Spring Festival since I was with my family in Africa.

I have heard nothing but the highest accolades about our events and guest service. I want all of you to know that I really appreciate all you have contributed to make this a wonderful 50th Anniversary season. You are allmy heroes. Enjoy your off-season adventures!

Best,Connie Kemmerer

Shout-outs and Announcements

**NEW** BCBSWY participants can call or stop into the local office to request to be added to the JHMR Seasonal Reimbursement list. Employees who have been on the list in years past MUST call or stop into the office every year if they wish to be reimbursed.

BCBSWY: 1160 Alpine Lane Jackson, WY 83001 (next to Picas); 307.733.3909 **NEW**

JHMR has designed a program to reimburse employees who pay health insurance premiums out of pocket. Eligible employees who have completed three or more consecutive full-time winter seasons will be reimbursed depending on their years of service: 3-4 years, up to $125/month, 5-14 years, up to $150/month, 15+ years, up to $175/month for the employee’s individual medical insurance premiums during their winter 2015-16 seasonal employment.

***Reimbursement is taxed to be in compliance with the Affordable Care Act ***

To be eligible the employee must have at least 500 hours in the operating season and complete the season. Completing the season is defined as terminating no earlier than 3 weeks prior to the end of the season with pre-approval by the supervisor, unless the employee is terminated for lack of work.

Paperwork is due to HR & Safety no later than Friday, April 15th, 2016.

Save yourself some time and bring in all necessary documentation the first time. We need proof that you had insurance, proof of what the premiums were for just you, and proof that you paid your premiums. Some examples of documents that will work:• Bill stubs from your insurance company along with your check carbons from paying those bills.• Bill stubs along with a printed screen from your online banking that shows deductions for the premiums.• A letter from your insurance company that reflects which months you had coverage, the amount of your individual premium and confirmation that you are current on your payments. (Please have insurance company fax to 307.739.6255 Attn: HR/Tyler)

Reimbursement will be given for partial months (ex: you work 4 days in April) pro-rated to the day as long as we receive the proof of coverage and payment for that month.

If you have any questions please contact Tyler @ 307.739.2668 or Tyler.Montgomery@jacksonhole.com.

Winter '15-'16Insurance Reimbursement

SA

Shout-outs and Announcements SA

Online Certificate in Ski Area Management - CSU Onlinewww.online.colostate.edu

Get the skills you need to succeed in all types of ski resort operations and management roles with CSU's online ski area management graduate certificate.

This is an affordable and flexible online, 12 credit program that students can take while working full-time at a ski area, wherever it is located. It is the only ski-area specific graduate-level program within North America, with much of the content having been provided direct

from ski area managers and industry bodies, such as the NSAA.

JHMR is inviting and encouraging all employees to participate in the End of Season Employee Survey. We want

your feedback! It is important that all employees complete the survey as this helps JHMR enhance your employee experience at the resort. Survey information is an important tool to help

JHMR be the Employer of Choice in Teton County!

For all employees who complete the survey, there will be a random drawing for prizes. (details on how to enter the drawing will given at the end of the survey, survey remains anonymous). The deadline to take the survey will be April 30th, 2016.

http://jhmres.grsurvey.com/

Shout-outs and Announcements

Shout-outs and Announcements SA

Don’t Want To Leave Jackson Hole? JHMR HAS OPENINGS FOR THE SUMMER!

We offer fantastic benefits to our Summer Ambassadors, including:

• Bike Park, Tram, and Ropes Course Season Pass

• START Bus Pass

• Discounts on: Food & Beverage, Retail, Rentals (mountain bike, stand up paddle board, etc.), Paragliding, Mountain

Sports School- Bike Park Guides, Daycare, Kid’s Camps, plus Grand Fishing Adventures, and many more

local discounts throughout town and the village

If you return for the Summer you may qualify for Dual Seasonal Status, with even more benefits including:

• Paid Time Off and Sick Time

• 401k Plan with a company match

• Health Insurance or Health Insurance Reimbursement

See Tyler for details (ext. 2668 or tyler.montgomery@jacksonhole.com)

• Company provided Life Insurance

INTERESTED? COME BY HR & SAFETY OR GIVE US A CALL: 307-739-2728

JHMR Winter OpeningsYear Round

Jackson Hole Resort LodgingHomeowner Relations Account Manager

Reservation Agent

Vehicle MaintenanceVehicle Mechanic (start date: June 1, 2016)

JHMR Summer OpeningsBike Park Trail Crew

Laborer

Customer Care & ReservationsReservationist

Jackson Hole Resort LodgingCaretaker Housekeeper Housekeeping Inspector

Housekeeping Supply Tech

JanitorialDay Janitor (Female)

Day Janitor (Male)Night Janitor

Food & BeverageAssistant Sous Chef

Barista/CashierBartender

BusserCook 1Cook 2Cook 3

Cook 4/PrepCook: Pastry

Corbet’s WorkerDishwasher

Food RunnerHost

Pastry ChefServer

Steward

Shout-outs and Announcements SA

JHMR Summer Openings

Lift OperationsDay Gondola Operator

Night Gondola Operator

Mountain Sports SchoolActivity Attendant

Childcare AttendantMountain Bike Guide

Ropes Course/Drop Tower AttendantSummer Camp Counselor

ParkingInfo Booth Attendant

Shuttle Driver

Retail/Rental Jackson Hole Sports-Bike Mechanic

Wool & Whiskey- Retail SalesHoback Sports-Retail Sales Specialist

Hoback Sports- Rental Technician

Ticketing ServicesTicketing Agent

Ticketing Supervisor

Shout-outs and Announcements

Shout-outs and Announcements SA

Employee Ski Day!

Monday April 4th from 9am-12pmTram, Thunder and Union Pass only

You must have your employee pass with you - no exceptions, no excuses.The Ticket Office will be closed on Monday so plan accordingly.

Runs open: Amphitheater/Gros Ventre and to the south. Lower Faces & Hobacks will be open. Headwall/Casper Bowl/Crags will be closed.

SP Behindthe Uniform

Name: Eric CulleyDepartment: JH Sports RentalsSign: GeminiWhere are you from? Memphis, TennesseeHow long have you worked for JHMR? This is my 3rd Season working for JHMR.Favorite thing about your job? My favorite thing about working the rental shop is teaching people about the differences in skis and how it can affect their skiing. Then sending them out with a pair of demo skis and talking about their reactions and thoughts on the skis when they return.Favorite run at JHMR? U.P. ConnectionIf you could spend a day experiencing another JHMR dept, what would it be? Parking!Most memorable moment at JHMR? That moment when skiing "clicked," and I realized that I'm the best skier on the mountain.What’s your favorite song right now? Heavy Bells by J. Roddy Walston and the BusinessFavorite outerwear brand? Teton Bros!What did you eat for lunch yesterday? How was it? PB&J. It was a little heavy on the Jelly side.

Name: Neal PartrickDepartment: Jackson Hole Resort LodgingSign: LeoWhere are you from? (the original) Washington, North CarolinaHow long have you worked for JHMR? 5 years deepFavorite thing about your job? Having the great privilege of touring clients around the mountain.. i.e. skiing first tracks and wining/diningFavorite run at JHMR? Pepi's/Bird in the Hand or anything in Casper BowlIf you could spend a day experiencing another JHMR dept, what would it be? Auxiliary patrol on a big pow day. boom.Most memorable moment at JHMR? Paragliding over Thunder on Gaper Day.. and promptly joining the festivities shortly there-afterWhat’s your favorite song right now? Talking Heads – Making Flippy FloppyFavorite outerwear brand? Arc’teryx always, and more recently KuhlWhat did you eat for lunch yesterday? How was it? Papaya salad and egg roll from Teton Thai. Gets better every day.

This Week in Pictures

photo by Jess Egenberger

photo by Louise Gignoux

Photo by: Jon Bishop

Photo by: Andrew Schrum

Keeping up with JHMR Benefits

Start your day off right with free transport to and from work, $1.00 coffee (with your own mug), and

end your day with a $1.00 beverage at Nick Wilson's Cowboy Café.

Employee Assistance Program (EAP): Free, confidential counseling for a wide variety of personal problems, issues, and concerns for employees

and their families.

www.apshelplink.com Company Code: EAPNOWFor an appointment call: 1-800-999-107724-Hour Crisis Line: 1-800-833-3031

Your favorite ski shops have gone on sale!

Hoback, TVS and JHS all have started to put items on sale and remember as an employee you get an additional 10% off.

All skis are 20% off - one day of demo rental can be used as credit towards purchase of ski. 20% all insulated jackets at all locations. 20% OR and Oakley outerwear at Hoback. 20% off Bogner, Fire and Ice, Norrona and Toni Sailer outerwear at TVS. 20% off Kjus, Ortovox, Mountain Force Outerwear at JHS. 40% Kids outerwear at all locations. Get your little ones outfitted for next year!

Q: Wyoming is one of three states with a name that begins with two consonants. What are the other two states?A: E-mail your answer to firsttracks@jacksonhole.com!

Last week's question: Jackson Hole is a valley between which two mountain ranges?

Answer: Gros Ventre and Teton

Teton Trivia

This season, First Tracks will include weekly JHMR trivia. The first person to e-mail the correct answer to firsttracks@jacksonhole.com will win a mountain

money card!

Positive Feedback

Check out these glowing guest reviews from our post-departure e-mail survey. Keep up the good work everyone!

Mountain was epic, staff was very friendly and helpful and karma always felt relaxed and inviting. Everything came together to create a great atmosphere and a fun-filled family vacation.

It was 3 of the best days of skiing and hanging out with friends that I have ever done. Very friendly environment.

"It is a little expensive, but wow what a fun place to hang out and to ski. We really enjoyed the Zac Brown Band and Uncle Kracker concerts. I thought the crowd management was well done and I appreciated the bus service"

Customer service in rental shop was great, employees were happy and pleasant, people were encouraging as I was a first time skier!

The trails were great, everyone (workers) were helpful and friendly, just an awesome resort

Not had a negative encounter thus far and staff everywhere is friendly

This place is wonderful because of the people that work in the resort, they make this place so easy to fall in love with. Great service, everyone is informative and helpful.

Everyone we interacted with was helpful and seemed to genuinely care about answering questions and making our experience better. Best mountain staff I've experienced to date.

All your ski school people are wonderful. Not sure how they have the energy for 3+ months but they do a great job and 2 of my 3 kids (ages 7,9,11) can ski the entire mountain now...and we only come for 1 week/year.

AMBASSADOR CLUBACCONGRATULATIONS TO THE

March '16 AMBASSADORS!Congratulations to our new Ambassador Club members for March '16 in recognition of their

demonstration of and commitment to the Jackson Hole Mountain Resort’s values – Always an Ambassador, Be Safe, Be Green, and Have Fun!

Travis Leppanen- JHRL MaintenanceYvonne Jackson- JHRL Caretaker HousekeepingAriadne Wells- F&B Café 6311Andrej Velichkovski- F&B PisteMaricela Ramirez- F&B CouloirCache Alberda- F&B CasperMegan Woodard- Winter Trail GroomingScott Stolte- Ski PatrolDoug Peterson- Lift OperationsRob Miller- Lift OperationsJames Volin- Lift OperationsBeth Carlson- Mountain Sports SchoolNatalie Bates- Mountain Sports SchoolVera Vogt- Mountain Sports SchoolTyler Ahles- Mountain Sports SchoolMolly Broom- Mountain Sports School

Rachel Sheidow- Mountain Sports SchoolDave Ellerstein- Mountain Sports SchoolKirstin Beadle- MSS AdaptiveJennifer Killeen- MSS DaycareElizabeth Langley- MSS DaycareJohn Beckett- MSS Mountain OperationsJustin Bowling- MSS Mountain Opera-tionsTimothy Fetzko- MSS SalesMatt Burlingame- TVS RetailBrendon Newton- Hoback RepairRachel Kahn- JHS RentalMike Penterson- JHS RepairThomas Cochran- Accounting- RTPKelsey Garrett- Accounting-RTPGarick Tischler- Ticketing Services

Andrej VelichkovskiF&B/Piste

Beth CarlsonMountain Sports School

Clayton CarlsonF&B/Warehouse

Yvonne JacksonJHRL Caretaker Housekeeping

Matt BurlingameTVS Retail

Maricela RamirezF&B/Couloir

Molly BroomMountain Sports School

Natalie BatesMountain Sports School

Craig ForesterMountain Sports School

Doug PetersonLift Operations

Elizabeth LangleyMSS Daycare

Greyson HopkinsLift Operations

Ariadne WellsF&B/Cafe 6311

Megan WoodardWinter Trail Grooming

Cache AlberdaF&B/Casper

Rachel SheidowMountain Sports School

Thomas CochranAccounting/ RTP

Travis LeppanenJHRL Maintenance

Vera VogtMountain Sports School

James VolinLift Operations

Dave EllersteinMountain Sports School

John BeckettMSS Mountain Operations

Lorraine AdamsTVS Rental

Jesse JohnsonF&B Piste

Scott StolteSki Patrol

Rob MillerLift Operations

Dan RazzoliniJHS Retail

Tyler AhlesMountain Sports School

Kirsten BeadleMSS Adaptive

Ryan PinsonLift Operations

Jennifer KilleenMSS Daycare

Steve MartinMountain Sports School

Justin BowlingMSS Mountain Operations

Brendon NewtonHoback Repair

Mike PentersonJHS Repair

Garick TischlerTicketing Services

Timothy FetzkoMSS Sales

Rachel KahnJHS Rental

Kelsey GarrettAccounting/RTP

Jennifer KilleenMSS Daycare