Instructor Handbook : simplebooklet.com

2 Welcome to Hakuba Snow Sports School Welcome, and thank you for deciding to continue with, or join the Hakuba Snow Sports Team. You are now part of an organisation which was founded on our passion for snow sports. We love the snow and mountain environment in which we work and live; we hope to pass this passion on to you and to all people who we encounter, for the duration of the season. Within our team there is a huge variety of nationalities, personalities, backgrounds, and experiences. This diversity helps us to learn and grow as individuals and as a company. We ask you all to respect everyone and enjoy the differences we have. Through our differences we are in a better position to cater for the wide variety of customers who pass through Hakuba Snow Sports. We hope you all have a great season, be positive, safe and enjoy what you are doing. From the management team, Daniel Mee Simon Douglas

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3 Hakuba Snow Sports School History Hakuba Snow Sports was founded on September 1st, 2009. There are three partners in the company who all offer different experiences and skill sets to make the company function as a successful entity. Daniel Mee - Founder and CEO Started instructing in 1995 at Cardona Resort, NZ. 37 seasons of ski and snowboard instructing and management experience. See all about Daniel and Hakuba Snow Sports beginnings at the following YouTube page, https://youtu.be/9zy0DfCelfk Simon Douglas - Partner and Operations Manager Started instructing in 1996 at Whakapapa Resort, NZ. 44 seasons of ski and snowboard instructing and management experience. Kevin Mollard - Partner and Consultant Owner and operator of Japan Hotels and Nagano Snow Shuttles In 2009 the company was started with a total of 12 instructors and has grown each year to where it is today. Hakuba Snow School currently has the rights to teach on every resort in the Hakuba Valley.

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4 Expectations What do we expect of Hakuba Snow Sports Staff? We expect all our staff to be friendly, respectful, courteous, and professional at all times. What do we mean by this? Be friendly Be happy, social, and interactive with staff, customers, and colleagues (other resort staff). Enjoy your job and let that enjoyment emanate to others who are around you. Smiles and laughter should be your go to for all situations. Be respectful Respect yourself and all others you interact with. This is at work, in accommodations and other social situations. Mind your own business (don’t be nosy), respect other people’s choices and opinions. We are all different; enjoy our differences as this is what makes life fun. Be courteous Always mind your manners. A simple please or thank you can go a long way towards making someone else’s day. Always acknowledge your colleagues and any others you encounter during your day. Be professional Remember what your job is, you are a ski and snowboard instructor. This means you pass on your knowledge to others in exchange for your wages. If you do not teach and your students do not learn, you are not doing your job. Your success as a professional instructor can be measured by the enjoyment and improvement of your students. Always present yourself as a professional and act like one. This is what your customers will then see you as.

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5 Accommodation We have 6 staff accommodations, 5 lodges and 9 apartments. Everyone, unless in a couple, will have their own room. The cost for lodge accommodation is 30000 yen per month per room plus 12000 yen per month per person for utilities for a minimum of 3 months. It is 30000 yen a month plus utilities per room in the apartments. This is taken out of your pay, so you do not need to worry about this when you first arrive. Everyone will be supplied with 1 set of bed linens which will cost you 8000 yen; this is new pillow, pillowcase, fitted sheet and duvet cover (duvets and mattress protectors supplied). If you need more than this, you can buy some when you are here. There is also a bond of 20000 yen and a non-refundable cleaning fee of 10000 yen. You will need to prepare this total of 38000 yen to be paid on day one of induction. You will need your own towels, face clothes etc. The shared accommodations have internet, and the rent includes all your power and gas, apart from the heating of your own rooms for which a kerosene heater is supplied and you refill yourselves. In the apartments you are billed for gas and power according to usage, internet is provided free. The accommodations have washing machines for laundry but no dryers, clothes can be hung and dried in your own rooms or taken to a laundry mat. The cooking facilities are like that of a small back packer, with all cookware etc supplied. There are fridges and freezers which must be shared. The apartments and house have all these things shared between 4 or however many are in there. The accommodations will be cleaned by yourselves. There are code locks on the 5 lodges and keys for the apartments. Do not share the door codes with anyone. Transport from accommodation to the resorts where you work will be supplied by resort buses or company vehicles.

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6 Whilst residing in Hakuba Snow Sports accommodations you agree to the following: 1. To treat the accommodation with respect and care as if it were my own. 2. If any damage is caused to the premises, then I will be held accountable and financially liable as an individual or jointly and severally as a group if no individual is found responsible. 3. To respect the rights of all other people living on the premises, and not to be noisy at unreasonable hours. 4. To participate in the maintenance and cleaning of the premises, to keep it in a comfortable and hygienic livable state. 5. Not to have friends or acquaintances stay on premises without specific permission from Daniel Mee, CEO of Hakuba Snow Sports K.K. 6. To adhere to Japanese custom in removing outside footwear when entering any part of the building. 7. To be reasonable and fair to others when sharing common utilities, showers, cooking facilities etc. For example – 10-minute limit on showers no 30-minute showers. 8. To respect Japanese recycling policies and laws by separating rubbish into the designated recycling bins. 9. To try to save power and gas wherever possible. 10. That any personal valuables or items are my own responsibility, and I will not hold Hakuba Snow Sports liable for any thefts or damage to such items. 11. To be a good person and treat others how you want to be treated yourself. 12. Hakuba Snow Sports accepts no liability for any accidents or losses howsoever caused that may occur on premise. 13. That any disputes regarding the accommodation contract will be resolved within the Japanese judicial system in accordance with Japanese laws and regulations. 14. Hakuba Snow Sports reserves the right to terminate this contract and the ability to evict any tenant for any reason so deemed to have breached the contract or the employee’s terms of employment, without any liability of any nature to the tenant.

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7 Accommodation Bond and Exit Policies A 20000-yen bond is due upon arrival to the accommodations as a guarantee that the staff accommodation will be left clean and undamaged. After your last day of work, you have 48 hours to leave the accommodation. On the day of departure, a room and accommodation inspection will be completed by Hakuba Snow Sports management, if the accommodation exit terms have been met, as stipulated below, the bond will be refunded. • An exit inspection will be conducted between 11am and 5pm on your day of departure, no earlier/later. • The room must be left clean and tidy, including vacuuming the floor and under the beds, with all rubbish and unneeded personal items disposed of. • The pillow, pillowcase, sheets, and duvet cover must be disposed of by the tenant. • The mattress, mattress cover, duvets and fleece throws must all be left folded on the beds. • The departing tenant must complete a clean of all general areas, including lounge, kitchen, toilets, and showers so as these jobs are not left to those who remain. Hakuba Snow Sports Accommodation Addresses The White House - 13 rooms 22725-1 Kamishiro Hakuba Mura Kita Azumi Gun Nagano 399-9211 Japan Google Map: https://goo.gl/maps/BD3sDdSjKYLBTahD8 The Palace - 11 rooms 22616-1 Kamishiro Hakuba Mura Kita Azumi Gun Nagano 399-9211 Japan Google Map: https://goo.gl/maps/3y6B5jtS77rmoD1U8

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8 The Barracks - New build - 20 single rooms 22616-1 Kamishiro Hakuba Mura Kita Azumi Gun Nagano 399-9211 Japan Google Map: https://goo.gl/maps/Kc7BzdYdsohBW2RF8 Notorious BIG - 5 rooms 743-1 Hokujyo Hakuba Mura Kita Azumi Gun Nagano 399-9301 Japan Google Map: https://goo.gl/maps/rR8i6Q8ZbZQibCYD6 The Enclave - 11 rooms 24996-1 Kamishiro Hakuba Mura Kita Azumi Gun Nagano 399-9211 Japan Google Map: https://goo.gl/maps/bt3qC8uZEf9a94gDA See You Inn - 9 apartments - 2 rooms per apartment. 22200-6-apt# Kamishiro Hakuba Mura Kita Azumi Gun Nagano 399-9211 Japan Google Map: https://goo.gl/maps/sfNwwt9CLY1Q8cys8

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9 The Job You will be rostered on 6 days a week. If you need more days off, then these can be arranged by talking to management. Likewise, if you want to work through (no days off) also talk to management. Please note, during very busy periods, you will be required to work every day. This is the reality of working in a tourism business where peak periods require all hands-on deck. All rostered instructors will need to be at work by 8:00am. However, we often have early bird privates starting at 8am or half day privates starting at 9am, you will be notified of these and told how you will get to work. The roster will be online, and everyone will be able to check it 24 hours a day. We take bookings for the next day at any time, so often we don’t know what you will be doing till late in the evening, therefore we ask people to check early morning so as no errors are made. We wouldn’t want anyone to be late! Often you will be doing private lessons, some of which you may teach at other resorts in the Hakuba Valley. You will be required to pick up your own clients and take them to their resort of choice (we pick up private clients most of the time). If you are driving to get your own customers you will not get paid for this, this is what is expected for instructors who are teaching private lessons. If we ask you to drive for some other reason which has nothing to do with you then you will get a driving rate of 1500 yen. The resorts you may teach at: Our Home Resorts Iimori Snow Resort – https://www.hakubasnowsports.com/iimori-goryu-snow-resort Goryu - https://www.hakubaescal.com/winter-en/ Hakuba 47 - https://www.hakuba47.co.jp/winter/en/ Away Resorts Happo - https://www.happo-one.jp/en/ Iwatake - http://www.hakuba.jp/iwatake/en/ Tsugaike - http://www.tsugaike.gr.jp/ Norikura - https://www.hakunori.com/en/ Cortina - http://hakubacortina.jp/ski/index.html Sanosaka - http://www.sanosaka.com/english/index Another great source of info on Hakuba and the ski areas is. Hakuba Valley - https://www.hakubavalley. com/en/

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10 Pay You are paid twice monthly, on the 15th and last day of the month. You will be given cash minus your rent and tax. Tax for working holiday visas people is 20.42%, for those with a sponsored visa it is 10.21%. Phones Hakuba Snow Sports require all staff to have a mobile phone. There are many sim cards which can be bought online and plugged into your existing phones. Your phone needs to be always reachable, so a Japanese phone sim is essential. Please note, no phone means no job. We highly recommend this provider; it has been tried and proven. https://www.mobal.com/ Lift Passes We provide staff lift passes for all staff for our home resorts (Iimori, Goryu and Hakuba 47). You may use these passes whilst wearing staff uniform only. If you are freeriding (on days off or between lessons) and want to wear your own gear, then you must come to us to get a VIP pass for the day (only available when Iimori is open). This pass must be returned that day when you complete your riding. Please note this is a resort policy, not ours. If you want to ride other resorts, you will have to purchase your own passes. We get no discount for this unfortunately. If you are teaching privates at other resorts, we pay for these. Please refer to the Private Lesson section about this. Insurance All foreigners working in Japan are required to pay into the national health scheme. You get a medical card which you can then take to any clinic or hospital, and you only need to pay 30% of the actual cost. This is the same scheme for Japanese people and residents. Please note, this is not full cover, you will have to pay the 30% so I would be suggesting you get travel insurance, but this is up to you. There are many companies which sell insurance with all sorts of different levels of cover. Hakuba Snow Sports has liability cover as a school to cover our employees in exceptional situations where liability issues may arise.

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11 Accidents If you have an accident or a client has an accident there are processes that we have to go through. If someone crashes into you or clients and there is a chance of injury get their contact details. If patrol is needed get the person/people who crashed to come to patrol as well or wait for patrol to come. If you have an injury in a lesson, check severity. If it’s severe call management straight away to get patrol and stay with the injured person. Kids can often scream ‘my legs broken’ and be up and skiing again in a few minutes, take a few minutes to check before calling. Each injury case is different and may require some more logistical solutions to deal with e.g. other people in the group so just call to clarify what to do and to notify us. Uniforms & Appearance All staff must maintain a clean and tidy appearance. Unruly hair or facial hair is not acceptable. Excessive or large piercings may need to be removed whilst working. Appearance acceptability will be at the discretion of Hakuba Snow Sports Management. All staff members will be supplied with a Hakuba Snow Sports uniform including jacket and pants. These uniforms are for work purposes only and will be kept in the staff locker room. Staff will come to work in their own clothes and get changed into uniform each morning. At the end of the day, you take off the uniform and hang it up to dry in the staff locker room. Uniforms are always to be clean and tidy and worn in a professional manner. If you have a hood showing from under your jacket it must be black in color. No clothing is to be visible coming out from the bottom of your uniform jackets (long tees, long hoodies etc., even if it is black). There is no restriction on the color of helmets or neck warmers. All staff are responsible for their own uniforms. If uniforms are lost or stolen a full replacement fee will be charged (Jacket 30,000 yen, Pants 24,000 yen) Any damage to the uniform will be at the staff member’s expense to repair. If damage is deemed unable to be repaired a full replacement fee will be charged. Uniforms will be checked at the end of the season prior to final pay. There is strictly no smoking or drinking of alcohol whilst in uniform jackets or other company branded clothing.

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12 Staff Room At our base resort we have a staff room and lockers. All uniforms will be hung and left there, to be worn for work purposes only. All skis and boards are stored at our base in dedicated storage sheds. Every staff member will have their own locker and is responsible for keeping not only this locker but the general areas clean and tidy. The locker room is small, and conditions are tight so please respect other people’s space regarding all senses. This is touch, sight, hearing, smell, and taste. This means keep your hands to yourself (as well as other body parts), keep your areas visually clean (including your own appearance), don’t be too loud (or obnoxious), keep your clothes, snow gear and body clean (horrendous smells are not cool), clean all cooking areas and facilities. There is a small kitchenette jug, microwave, fridge, and toaster oven available for staff use. The tap water is drinkable. There is a staff computer for all to check the roster on. There is also a Wi-Fi router for you to check the roster on your personal devices. Do not share the Wi-Fi password with anyone! There are rubbish bins and bin liners provided, if these run out, let management know. Please separate your rubbish according to Japanese systems. Full rubbish bags should be disposed of in the Iimori base building garage, in the appropriate area (this should be done by staff). We have a 40ft container for all staff ski/snowboard gear to be kept. Please help to clear snow from in front of the staff room doors and ski/snowboard storage areas. The staff room and storage areas are for staff only! This is non-negotiable, no relatives, friends or others can enter these areas. This is for security for all staff. Do not violate this rule! Help to keep the staff areas clean and tidy, take a turn to help the team, don’t be that dirty lazy person that nobody likes.

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13 Transport Transport from accommodation to the resorts where you work will be supplied by resort buses or company vehicles. Staff vehicles are strictly for work purposes only. The exception to this is to get staff to supermarkets. This happens once a day only, 1 vehicle per accommodation. Liaise with other staff at your accommodations to work out a schedule for supermarket runs. Make sure you have your IDP (International Driving Permit) and your home driving licence with you at all times whilst driving in Japan. There is no eating or drinking in staff vehicles, this includes staff or customers. If customers try to enter a vehicle with either food or beverages, then politely explain that we have the no food or drink policy. Cars are to be kept clean of any rubbish or debris, try to limit the amount of snow carried into cars by gear and footwear. Politely ask customers to bang their footwear (not on the vehicle) to rid them of any excess snow when entering. All company vehicles must be at our Iimori Base ready to go for the first private pick-ups for that day. They should be there 20 minutes before the first scheduled customer pick up. All vehicles have company gas cards for refuelling. These cards are stored in the same place, but places may vary according to vehicle. They may be in the ashtray sunglass holder etc. You will learn this as you go. These gas cards are good to be used at Apollo services stations only. There are 3 of these in Hakuba. Locations and open times as follow: The Apollo Station 7:30am-7:00pm https://goo.gl/maps/ULSCTmvbpCE2 The Olympic Road Apollo Station https://goo.gl/maps/EJUyrgy5xAJ2 The Goryu Apollo Station 7:30am-6:30pm https://goo.gl/maps/PWcUQxgmkY42 When a vehicle gets to half on the fuel gauge then the car must be refilled, this can happen at the end of the day on your way back to the accommodations or after a customer drop off. To fill a vehicle, give the company gas card to an Apollo Station staff member and say “regular man-tan" for petrol cars. Any problems with cars must be reported to management immediately. Without these vehicles we cannot run the business, you cannot do private lessons! Any problems at all, we must know about so that we can get them fixed. The following link is for driving rules in Japan, have a look through and make sure you know the specific unique rules in Japan https://rental-car-tips.jp/en/rules/

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19 Group Lessons Adult Group Lessons: All run from Iimori Resort Morning Lesson 10:30am-12:30pm - ¥8000 per person Afternoon Lesson 1:30pm-3:30pm - ¥8000 per person Full Day (4 hours) 10:30am-3:30pm (2 hours morning – 1 hour lunch break - 2 hours afternoon) - ¥14000 per adult. Children’s Lessons: All run from Iimori Resort Morning Lesson 10:30am-12:30pm - ¥8000 per person Afternoon Lesson 1:30pm-3:30pm - ¥8000 per person Full Day (4 hours) – 1 hour supervised lunch with lunch included. 10:30am-3:30pm (2 hours morning – 1 hour lunch break - 2 hours afternoon) - ¥14000 per child.

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20 Group lessons are the bread and butter of many ski schools and ours is no exception. We pride ourselves on being organised so that all our lessons leave on time. It is important that our customers get what they pay for, that their learning time is maximised. All instructors rostered on for that day are required to be at the line up area by 10:20am and 1:20pm. The instructors should be in uniform with their equipment ready to teach. The only exception for this is if you are on a private lesson which overlaps these times. Please refer to the ski and snowboard levels section to understand how we split the groups. We run these groups for adults and kids on both skis and snowboards. Kids group lesson start from 5 years of age for ski and 7 years of age for snowboard. We do make exceptions to these ages on a case-by-case basis. When groups are pre booked you will be able to see on your roster what level of group you are teaching and if it is kids or adults. The following photo shows our line up area and where you will stand depending on what level you are teaching. When you are standing at your assigned level flag it is time to start organising the clients. Introduce yourselves and ask if people are here for lessons. If so, have they been to sign in at the office (all customers must come to sign in everyday even if they are returning from previous days)? If they have, then ask them some pertinent questions, do they have a lift pass valid for that day (all customers need lift passes to do our lessons)? What is their ability level? You can then shepherd them to the correct location for their type of lesson and level. Get your own clients organised into a neat line so that we can make sure we have the right numbers for each level.

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21 There are 3 level flags for adults ski, kids ski and 2 for snowboard. We have an adults ski levels 1&2 flag, ski level 3&4 flag, ski level 5&6 flag, kids ski levels 1&2 flag, ski level 3&4 flag, ski level 5&6 flag, adults snowboard flag, and a kids snowboard flag. For the skiers we organise the kid’s lessons on either side of the kids ski flag depending on level and adults next to the appropriate ski level flag. Of course, we have the people line up beside the flags on the appropriate side in numerical order 1-6. We do not like to see clusters of people. You must get everyone organised into their levels. Levels 3-6 should have their skis on ready to go as they will go straight up the lift. Levels 1 and 2 should have their gear near them ready to go. Every person who does lessons with us must have their boots checked by their instructor before departure, you need to eyeball every boot to make sure they are done correctly, this is for ski and snowboard at all levels. Snowboarders only have 2 flags, an adults, and a kids. These are over by the trees, and we organise the groups into levels 1-6, with 1 closest to the buildings and 6 closest to the lift. We do the same at the adults and kids flags. The kids flag will be closer to the lift than the adults. When the departure times come around (10:30am and 1:30pm) we should have all groups ready to go. One of the managers will check how many students you have and confirm if you can go or not. You never leave the meeting area until one of the managers has looked you in the eye and confirmed you may leave with your customers. Do not ever leave until this has occurred. It is important that you know who is teaching the level above and below so that you can move any clients that have joined the inappropriate level for their ability. We check the levels of our clients at the very beginning of the lesson and aim to have everyone in the correct group by 10:50am in the morning and 1:50pm in the afternoon at the very latest.

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24 Once you have checked their levels, liaise with the instructors above and below to make appropriate changes. Always be polite to customers (especially when putting them down a level). Explain that they need a little more practice, and they will have more fun in a group with a similar ability. Do not be in a rush to promote students, putting students up does not mean you are a better instructor, often it means you have out of material to teach them. Teach them to go faster on easier terrain rather than taking them on steeper terrain where they can lose their confidence and take a step backwards in their learning. Be aware that we have a maximum of 8 students per instructor in group lessons. We never have more than this unless there has been an accident and 1 instructor must look after another’s students for a while. If for some reason you end up with more than 8, we need to split your group, you will call the on-snow manager who will organise this. Once you have completed your split and have your group, get riding, lots of sliding is the key to learning. Concentrate on a few general themes for your lesson and make sure you give every student individual feedback. This makes them feel like they are special, and the lesson is aimed at them. To do this you need to learn their names. The group lessons are 2 hours long. The rule we have for all lessons is you can finish on time, or 5 minutes either side of this. You have a 10-minute window in which you must finish your lesson. Do not finish earlier than this, do not finish later than this. If for some reason you are going to be late back, you must call one of the mangers to let them know this. Family or friends start to worry, they may have to get transport soon after the lessons, communication is key. We always finish our lessons where we started from. Know the products we offer so that you can sell more lessons, especially private lessons for yourself. Always count your students, all the time, if you lose a student, you very well may lose your job. This is unacceptable. If for some reason this does happen, call a manager immediately so they can help (this may save your job).

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25 Kids Lift Policies & Lunches Kids Riding Lifts Kids 5 years old or over can ride lifts by themselves, but we must make it clear to children these lifts are not toys and if they fall off, they will seriously hurt themselves. You need to spend time explaining the lift procedures and how they can stay safe. Kids younger than 5 must be accompanied by an adult. If you have several kids in the one lesson who are younger than 5 you must ask a competent looking adult to ride the lift with them. This may require you to wait at the bottom of the lift for some time to get this going, but that is what it is. Kids Lunches We supervise lunch for our full day kid’s group lessons, this runs from 12:30 to 1:25. All the kids that have signed up for a full day, and so will be joining us for lunch, will be wearing a bib with yellow patches on the shoulders. Any children just doing the morning lesson will have a plain bib with no patches. These photos show the 2 bib types: When you arrive back to the meeting area after the morning lesson then please start organising the full day kids into a neat line. A manager will then come out and assign instructors to lunch supervisor duty and ensure that all children are present before sending the lunch group into the Iimori restaurant. Instructors get paid 1500 yen for supervising lunches. All instructors that are supervising will shepherd the children inside to our reserved seating area in the base building of Iimori. During our busy periods of Christmas and Chinese New Year we regularly have 60 or more children coming for lunch, this means you need to be vigilant and ensure that no children get lost or wander off. When going inside make sure to have one instructor at the front of the line and another at the back, the rest should be spread along the line so as not to lose anyone. Here is a picture of our reserved seating area in the Iimori base building:

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26 Once all the children are sitting down then we need to get their bibs, jackets, helmets, gloves etc off for lunch. We don’t want them eating in their gear in case of spills. Water and cutlery will already be at the tables and need to be handed out to every child. You will be given a lunch sheet by management when you go inside; the sheet will show how many children you have and what each child is having. Here is an example of the sheet: At 12:40pm the kitchen staff will start bringing out the lunches, one instructor will have the sheet and will call out the name of whichever child is having the meal in question and then tick the name off the lunch sheet. The other instructors will hand out the meals to everyone. If you are unsure what certain meals are, then ask the kitchen staff so that we don’t hand them out incorrectly. Once the children have their food then you can have yours while ensuring they are all eating and not messing around. At around 1:10 then all the kids need to go to the bathroom before heading out to the afternoon lessons. Make sure everyone goes to the bathroom and count them as they go in and make sure everyone also comes out! Then it’s time to get all their skiing gear back on and head back out to the line-up area, one instructor at the front, one at the back and the others spread along the line to get all kids back to their groups. Count, count, count! Keep checking to ensure you always have all your kids!

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27 Private Lessons Early Bird Private 8:00am-10:00am or 8:30am-10:30am - ¥25000 - All run from Iimori Resort 2 Hour Private 10:30am-12:30pm or 1:30pm-3:30pm - ¥25000 - All run from Iimori Resort Half Day Private (3 hours) 9:00am-12:00pm or 1:00pm-4:00pm ¥35000 - Iimori, Goryu or Hakuba 47 Resorts 4 Hour Private 8:00am - 12:00pm or 1:00pm - 5:00pm ¥45000 – All run from Iimori resort Full Day Private (6 hours) 9:00am-4:00pm ¥60000 - Iimori, Goryu or Hakuba 47 Resorts ¥70000 - Iwatake, Tsugaike, Norikura, Cortina, Sanosaka or Kashimiyari Resorts Afternoon Delight (1.5 hours) 3:30pm – 5:00pm - ¥20000 - All run from Iimori Resort Night Lessons Pickup from their accommodation 30 minutes prior to your start time. Return transfer on completion of lesson included. 2 Hour Night Private Between 6:00pm-10:00pm - ¥25000 - All run from Goryu Resort 3 Hour Night Private Between 6:00pm-10:00pm - ¥35000 - All run from Goryu Resort

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28 Private lessons are a premium product for customers who want a tailored experience to maximise their time on the snow. We do privates for 1 - 5 people per instructor for the set prices. For more than 5 people another instructor would need to be hired. We provide transport for many private options; please refer to the Transport policies to see which lessons options we provide transport for. Instructors on private lessons are required to drive their customers according to the transport policies. We do not pay instructors for driving for private lessons. We do no more or no less than described in our policies. We do not take customers anywhere else, no rentals, no convenience stores, no restaurants. We are not a taxi service! We only transport those doing lessons, as well as parents or guardians for children doing lessons. We pay every instructor 5000 yen per hour for private lessons. This is a very good rate; therefore, you are required to drive the customers. If you do not want to drive your customers, you will get no private lessons.

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29 Private lessons are like any lesson regarding the quality we expect. Be on time and do your job. Customers will tell us how the lessons are going and the quality you provide will have a direct correlation to how many privates you will receive in the future. We often have private lesson with multiple instructors for the same group. For example, you might have a family of 4 with 4 instructors. In this case only one instructor will have a drive duty, the others are expected to be ready for their arrival at the resort to help unload or load vehicles. Help your team members. We offer half day and longer duration lessons at other resorts (refer to private times and prices). Please note that there is a difference in price when going to other resorts, you must inform your customers of this. There is also no guarantee that away lessons will be available on all dates. When planning to go to another resort you need to consider several things: 1. The resort must suit the customer’s abilities and needs as a rider. For example, there is no point taking anyone but advanced riders to Cortina, if you cannot ride powder and trees this place is no good. 2. The availability of transport. There may be no vehicles available to take you or your customers to other resorts on the specified days. You always need to call Daniel or Dougie to check transport before saying anything to customers about away lessons. “Don’t let your mouth write cheques your arse can’t cash” Fred Durst - Limp Bizkit - October 2000. 3. Your availability. For example, if you want to do a half day morning private at a different resort, but we can only pick them up at 900am for a 930am start. You already have an afternoon private booked at 1pm from Iimori. In this case you would not have time to finish your lesson at another resort and then get back for your 1pm start. You need to think about this before selling lessons. Bookings change by the minute, always call Daniel or Dougie to check your availability before talking to customers about future lessons.

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30 Transport Policies for Customers We do not provide transport for any group lessons. Private Lesson Pick Up and Drop Off Policy We will pick customers up from their accommodation for: - early bird privates - morning half day privates - 8am - 12pm 4-hour privates - full day privates - night lessons Morning or afternoon 2-hour privates, afternoon 4-hour privates and afternoon half day privates will have to make their own way to the resort; the instructor will meet them at a prearranged place if not at Iimori resort. We will drop off customers to their accommodation for: - afternoon half day privates. - 1pm - 5pm 4-hour privates - full day privates - night lessons Early bird privates, 2-hour privates, morning half day privates and morning 4-hour privates will have to make their own way back to their accommodation. Sometimes we may be able to help with transport outside of this policy but that will be arranged by Hakuba Snow Sports Management on the day. Storage for Customers We offer storage of skis and snowboards for some clientele. Usually for private customers who are coming back to Iimori the following day. The storage is in a small container on the snow in front of the office. As private clients are your customers you are responsible for arranging this storage for them. You must store them and put them out in the morning for them. Customers are not allowed in the storage shed for any reason. This means that you need to plan this, if you have a morning private and they would like to store their gear at the end of the day you must arrange to meet them or show them where they can put their gear so then you can store it for them at the end of the day. Then the following morning you must get it out for them, if you will not be there to meet them you must show them where you will leave it for them. This is a great service for your clients, so use it, but don’t think the management is going to help you with this. If you mention storage to clients then this then becomes your responsibility, do not say to pop into the office to get the management to do it. This could result in a bad vibe across the board.

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32 Daily Roster Date selection at top left. You can see instructors’ names down left and time slots across the top in 15-minute increments. Lessons are displayed in coloured blocks with relevant information. On the very left is a number which indicates if this lesson is part of a string. A person or group may book multiple lessons which we call a string, if the lesson has a number at the very left of the block you know that this lesson is that number in a string of lessons. If there is no number, you know that this is a one-off lesson. Following this is the name of the group or client, sometimes we may also add the term “req” after a client’s name, this indicates that the instructor the lesson has been assigned to has been requested by the customer. Next is the lesson code, signifying the type of lesson, see below for codes and descriptions. Following the lesson code is transport info in yellow, this displays which vehicle will be used by the instructor to transport clients. If N/A is displayed it means the transport option is not applicable or has yet to be determined. Own Way means that customers will be transporting themselves. After the transport field is the type of level and type of lesson, SK represents ski with our 1-6 ability levels. SB represents snowboard also with what level it is on our 1-6 scale.

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33 Lesson Codes & Descriptions Code Description Duration T-OFF Time Off KLAM Kids Group Lesson AM 2 Hours (10:30-12:30) KLPM Kids Group Lesson PM 2 Hours (1:30-3:30) KLFD Kids Group Lesson Full Day 5 Hours (1 hour Lunch) ALAM Adults Group Lesson AM 2 Hours (10:30-12:30) ALPM Adults Group Lesson PM 2 Hours (1:30-3:30) ALFD Adults Group Lesson Full Day 5 Hours (1 hour Lunch) EBP Early Bird Private Lesson 2 Hours 2HP 2 Hour Private Lesson 2 Hours HDP Half Day Private Lesson 3 Hours 4HP 4 Hour Private Lesson 4 Hours FDP Full Day Private Lesson 6 Hours FDPP Full Day Premium Private 6 Hours AD Afternoon Delight 1.5 Hours (3:30-5:00) NL2 Night Lesson 2 Hours 2 Hours NL3 Night Lesson 3 Hours 3 Hours HKHD Hakuba Kids Half Day 2 Hours HKFD Hakuba Kids Full Day 5 Hours (1 hour lunch) SGHD School Group Half Day 2 Hours LS Lunch Supervisor 1 Hour TRAIN Training GW General Work 1 Hour GD Goryu Desk 4 Hours FDS Full Day Supervisor 8 Hours

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34 All this info can be seen at a glance, but you may also click on the client’s name to get more detailed information. Here you can see the all the info regarding the lesson including Hotel information for pickups and any special notes about the lesson down in the comments section. In this example you can see that Jack Ellis is doing a half day private with 3 people who are level 3 skiers, starting at 900am and finishing at 1200pm. He will be picking these people up at 830am at the Panorama Hotel using the IPSUM vehicle. He will be bringing them to Iimori Resort to do the lesson. Please note under the hotel name there is a google map link which should show you where that accommodation or location is. If for some reason this link is not accurate, please help the management to update the location for future missions. You must know where you are going to get your customers before you depart. These people made an email booking (Agent) and these clients are doing 2 half day lessons (2 x hd) and he will be picking up 4 people, not just the 3 doing the lesson. As seen in the comments. In this example the instructor is doing a group lesson (clients name Group), it is an adult’s full day lesson, ability level is ski 3. For group lessons there is very little info needed as all people come to our base for these. You just need to be at the appropriate meeting area at the correct time to take your lesson. Lessons on the roster are also colour coded so you can very quickly see what type of lesson or duty you are on. You will learn these colour codes very easily. If there is not a lesson on your roster and it displays a clean white timeline this does not mean you are off, this means you are on standby and must still be at work and come to line ups, so you are ready when we need your services.

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35 You must check your roster all the time, before lessons after lessons, at night, before you go to bed and first thing when you wake up. The roster may change at any time so don’t think it will not. Read the roster, open your lesson so you know all the details. You may be doing lessons with other instructors; we get big groups or families who book multiple instructors. Know who they are, so you can liaise and plan your day. You might be required to do multiple pickups for lessons which will be communicated in the comments. You must check and understand what is happening. If you check and you still don’t understand, ask your work mates, if still you don’t understand call the management to get further explanations. The Transport Roster Here you see the Vehicles down the left and times across the top. You have a date selection on the top left, you can choose todays date or tomorrows only like the daily roster. In the above example we can see that there are 2 instructors responsible for a pickup at 730am in the VOXY vehicle, they are due back to our base by 745am. This is 2 instructors with the same group, so only one instructor will need to go to do the pickup unless we otherwise specify in your lesson notes.

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36 On the Transport roster you can click on the instructor’s name to get more detailed info about the pickup. Here you can see the instructor is picking up James Morgan group of 4 people in the VOXY. Departure 715am, pickup 730am and return by 745am. The pickup location is the Gakuto Villas, and they are coming to Iimori resort. We usually do pickups on the half hour. First one at 730am, then 800am, 830am and so on. You aim to leave at least 15 minutes before the pickup time and be back 15 minutes after the pickup time. This means you have 30 minutes to get to the accommodation, load the vehicle with customers and equipment and get back to base so as the next instructor can use that vehicle to pick up their clients. It is very tight, and things must run on time. You need to be organised and leave to get your customers early if possible. We have no time to wait for tardy customers, but this will be discussed in training. You must know which vehicle you are assigned, and make sure you take the correct one. Some are very similar in style and colour. You must also be aware of who, if anyone, is using the same vehicle before or after you. This way you can call them to update them with your status. Are you going to be late? How far away you are etc. Communication in the transport circus is key if we are going to keep our customers happy. Good luck, drive safe, turn off lights, keep the vehicles fuelled up, always have your international drivers’ licence with you, securely strap skis/boards to the racks and remember to smile, all will be well.

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37 Ski Lesson Levels and Descriptions Please Note: When you categorise yourself for lessons, please be realistic. Don’t grade yourself on what you want to do, think about what you can do. The lesson descriptions are guides and on the lesson day your instructors will take a good look at your level and re-grade you if required. You are better to start lower and be upgraded than vice versa. Level 1- First Timer It is your first-time skiing, you have never ever skied before. Description of Lesson: Learn about the equipment and safety, moving around on your skis, how to slide and balance and stop. Use a basic wedge (snow plough, pizza, arrow) as base for control. Learn how to change direction. Level 2- Learn to Turn You have skied before and can stop and change direction on beginners or very gentle slopes. Description of Lesson: Learning how to turn and how to effectively control your speed using turns and the slope they are on. Learn how to increase your speed without loss of control and confidence. Decrease your dependence on the wedge (snow plough, pizza, arrow) for control. Level 3 - Pizza to French Fries You can turn using a wedge (snow plough, pizza, arrow) and can navigate your way on all beginners’ slopes with total confidence. You are ready for intermediate slopes. Description of lesson: Develop your turn technique with the goal to eliminate the wedge (snow plough, pizza, arrow). Bring the skis into a parallel or natural position where using the slope for speed control is the emphasis. Level 4 - Improve the Parallels You are skiing on intermediate slopes; you ski with your skis almost parallel using turns and the mountain to control your speed. Steeper slopes still faze you; you find it hard to stay in control on the more difficult runs. Description of lesson: Look to refine the parallel turn and progress to steeper terrain. Improve your steering skills so you can make shorter or smaller radius turns which will enable you to tackle more varied terrain. Level 5 - Tactics and Short Turns You can ski on all intermediate slopes and ski them with style and confidence. Speed control on groomed runs is not an issue. You want to tackle the steepest groomed runs and venture off piste (off the groomed runs). Description of lesson: Develop your short turn, learn to go fast with confidence, look at the tactics involved with skiing off piste and on the black (most difficult) slopes. Level 6 - Master the Mountain - Private Lessons Only! You are an expert skier; you can ski on any slope with total confidence. You want to master situational skiing, how to ski powder, moguls (bumps), very steep slopes. Speed is your friend. Description of Lesson: Develop your fine balancing skills so you can smash any slope on the mountain. A large emphasis on tactical skiing, using the terrain and mountain to your advantage, discussing the different challenges associated with differing terrain. You will be offered a position as an instructor on our team if you want a change in occupation.

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38 Snowboard Lesson Levels and Descriptions Please Note: When you categorize yourself for lessons, please be realistic. Don’t grade yourself on what you want to do, think about what you can do. The lesson descriptions are guides and on the lesson day your instructors will take a good look at your level and re-grade you if required. You are better to start lower and be upgraded than vice versa. Level 1 - First Timer It is your first-time snowboarding; you have never ever snowboarded before. Description of Lesson: Learn about equipment and safety, moving around on the board, how to slide, balance and stop. Learn to control your speed by side slipping and how to traverse. Get an introduction to turning if ready. Level 2 – Control You have snowboarded before and are able to side slip (sliding down the hill with the board oriented across the slope) and are able to go left and right a little. You can do these skills on one edge only (usually your heel side edge). You cannot balance on both edges or turn yet. Description of Lesson: Learn how to balance and slide on both edges so you can move towards turning. Feeling more stable on the toe side edge is usually a focus in this lesson. Level 3 – Turning You can side slip and traverse on both edges (heels and toes). You are still unable to complete turns in both directions. You may be struggling to start the turns, or you pick up too much speed when doing them. Description of lesson: Learn to turn in both directions, then link them together so you can progress away from the beginner slope. Level 4 – Exploring You can link turns in both directions and control your speed on easy slopes. You are ready to go faster and tackle more fun and challenging terrain around the mountain. Description of lesson: Learn how to ride steeper slopes and go faster on the gentler ones. Increase your confidence to get around the mountain on your own or with other people. Level 5 – Off-piste, Carving, Freestyle You can snowboard on all intermediate slopes with confidence and speed control on these runs is not an issue. You want to tackle the steepest groomed runs and want to venture off-piste. You might feel like you’ve hit a plateau in your riding and want to learn something new. Description of lesson: Figure out how to ride the powder more comfortably. Ride even faster with confidence. Improve your small turns and look at the tactics involved with snowboarding off-piste and on the black slopes. Start learning some freestyle and basic tricks. Level 6 – Anything, anywhere! - Private Lessons Only! You are a very advanced snowboarder; you can board on any slope with confidence. You want to master riding powder, moguls, and very steep slopes. Speed is your friend. You feel like you want to be challenged by the instructor. Description of Lesson: Develop your skills so you can board anywhere on the mountain. A large emphasis on tactical riding, using the terrain and mountain to your advantage, discussing the different challenges associated with differing terrain. You will soon be snowboarding and thinking like an expert.

Instructor Handbook

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