TXSNOWInstructor procedures

TXSNOW · INSTRUCTOR SOP

Punctuality & lateness

Instructor standard operating procedures

First ensure everyone is safe and confirm the session arrangements. Then address responsibility and fees.

TXSNOW logo

Student lateness

Fixedend time

The original end time stays the same

Teach the time remaining in the original slot. You do not need to make up the lost time unless you choose to. If session time remains, complete it as normal.

View waiting and teaching procedures

Instructor lateness

2×minutes late

Notify the group, then provide twice the missed time

Immediately tell the session group chat how late you expect to be and how much extra time you will provide: twice the length of your delay. Provide the extra time that day whenever possible.

View notification and compensation

Related guest policy: Punctuality, Lateness & Child Drop-off and Pick-up Policy

At a glance

Find the situation and the action you need to take next.

SituationImmediate instructor actionTime / compensation
Student is lateImmediate instructor actionWait in a nearby indoor lounge and post your location in the group chat.Time / compensationTeach the remaining time only; no make-up time is required.See Section 01
Instructor is lateImmediate instructor actionPromptly tell the group chat how late you expect to be and how much extra time you will provide: twice the length of your delay.Time / compensation5 minutes late → 10 extra minutes.See Section 02
Extra time cannot be completed that dayImmediate instructor actionAgree on arrangements with the student and record them in the group chat.Time / compensationProvide the compensation in a later session.See Section 04
No one arrives to pick up a childImmediate instructor actionStay with the child and contact the parent, emergency contact and TXSNOW Support.Time / compensationNever leave the child alone. TXSNOW Support coordinates the next session.See Section 06

Full procedures

7 procedures plus the child pick-up escalation sequence · Select a heading to expand or collapse

01

Student lateness: the original end time stays the same

  • Arrive at the meeting point at the scheduled time and be ready to begin teaching immediately.
  • If the student is considerably delayed, you may wait in the nearest indoor lounge close to the meeting point. Post your exact location in the session group chat and remain reachable by phone.
  • Whenever the student arrives, only the remaining time in the original session slot is used. The end time does not move. You do not need to make up the lost time unless you voluntarily choose to.
  • No matter how late the student is, if session time remains, complete the remaining session as normal.
02

Instructor lateness: notify the group, then provide twice the missed time

  • As soon as you know you will be late, proactively post in the session group chat. Do not wait for the student to ask.
  • Your message must include both: ① how late you expect to be; ② how many extra minutes you will provide, equal to twice the delay.
Example group-chat message
I’m sorry—I expect to be about 5 minutes late today. Under TXSNOW’s rules, I’ll provide 10 extra minutes. If your schedule allows, today’s session will finish 10 minutes later.
  • You do not need to call each student separately. The group-chat message is the main notification and record. If no one responds and your delay increases significantly, ask TXSNOW Support to help contact them.
  • Avoid vague messages such as “I’m stuck in traffic,” “Almost there” or “I’ll be a little late” without giving a clear estimated delay and compensation.
03

Compensation: minutes late × 2

Compensation time

Minutes the instructor is actually late× 2

Calculate using the actual delay in minutes.

  • Whenever compensation time can be provided that day, prioritise completing it that day.
  • If only part of the compensation can be completed that day, provide what you can. TXSNOW Support records the remaining compensation time for use in a later session.
04

A conflict with the next session: protect the next student’s time

  • If providing the extra time would conflict with your next booked session, do not shorten the next student’s session or ask the current student to give up their compensation.
  • Contact TXSNOW Support to record the compensation time still owed.
  • Agree with the student on when to provide the remaining compensation and inform TXSNOW Support of the arrangement.
05

For a 2H session: 1 minute to 1 hour 59 minutes late counts as lateness

  • From the original session start time until before its end, instructor lateness is compensated at double the time missed.
  • If the delay reaches the full session duration, or the instructor does not deliver the session at any point during the original time slot, apply the no-show provisions in the TXSNOW Session Rescheduling & Cancellation Policy.
06

Kids Master late pick-up: child safety comes first

A

No one arrives at the scheduled pick-up time

  • Do not leave the child. Never let a child wait alone at the meeting point, in the parking lot, in the resort lobby or beside a trail.
  • Immediately post in the session group chat and phone the parent. Notify TXSNOW Support at the same time.
  • If the parent does not answer, call the emergency contact listed on the PRE-SESSION INTAKE FORM.
  • In cold weather, take the child to the nearest safe, staffed, indoor public area to wait. Maintain one-to-one supervision at all times.
B

You have another session about to start

  • Do not leave the child alone to get to your next session. The child’s safety takes priority over your next session.
  • Involve TXSNOW Support immediately. First, have TXSNOW try to arrange another authorised instructor or staff member who can take over. If no one is available, the original instructor must stay with the child.
  • TXSNOW Support handles reassignment, notification or later compensation for the next session. The instructor on site must not decide on their own to drop either commitment.
C

Can you hand the child directly to Ski Patrol?

  • Do not assume you can. Ski Patrol’s core responsibilities are first aid, rescue and resort safety. It is not a routine childcare or pick-up point.
  • A formal handover may take place only if the resort has a clear unattended-child / missing-child procedure and Ski Patrol, guest services, security or another resort staff member explicitly agrees to take over.
  • Record the receiving person’s name and role, the location and the time. Immediately document the handover in the group chat and the TXSNOW Support system.
  • If no resort staff member has formally taken over, you must remain with the child until the parent or authorised pick-up person arrives, or the resort takes over under its child-safety procedure.
D

Fees for additional supervision

  • Start counting from the originally scheduled session end time. Charge at the applicable Snow Buddy Time rate, in 15-minute units. Round any partial unit up to a full 15 minutes.
06.1

No one picks up the child: on-site escalation sequence

  1. 0 minutes

    The session ends and the parent is absent: stay with the child, post in the group chat, phone the parent and notify TXSNOW Support.

  2. Parent does not respond

    Call the emergency contact. Move to the nearest safe indoor public area and continue waiting.

  3. The next session is affected

    TXSNOW Support first tries to arrange qualified TXSNOW personnel to take over. The original instructor must not leave before a formal handover is complete.

  4. Parent remains unreachable

    Contact resort guest services, security or management. Escalate under the resort’s unattended-child / missing-child procedure.

  5. Emergency

    If the child is unwell, injured or in danger, or on-site staff direct you to follow an emergency procedure, contact Ski Patrol / 911 and update TXSNOW Support.

07

Always keep a record

  • Keep traceable records of instructor lateness, compensation, absence, late child pick-up and any formal handover.
  • Keep records in the session group chat and with TXSNOW Support.
  • Record facts only: scheduled time, actual time, who was notified, compensation owed, whether a handover took place and who took over. Avoid emotional descriptions or arguments with the guest.

GROUP-CHAT COMMUNICATION

Group-chat message templates

Adjust the times, minutes and location to match the situation before using a message.

Waiting for a late student

I’ve arrived at the meeting point. While I wait, I’m at [lounge / exact location]. Please let me know in the group chat when you arrive. We’ll complete the remaining session time and finish at the originally scheduled time.

Instructor is late

I’m sorry—I expect to be about 5 minutes late today. Under TXSNOW’s rules, I’ll provide 10 extra minutes, so today’s session will finish 10 minutes later.

Compensation cannot be completed today

Because I have another session scheduled afterwards, I cannot provide the [20] minutes owed today. I’ve agreed with the student to add 20 minutes to their next session.

Parent is late for pick-up

The session ended at [11:00]. Your child and I are waiting safely at [location]. Please contact me as soon as you see this message.