Cover statement

This Handbook and all SOPs / policies / guidelines referenced in it are incorporated by reference into the TXSNOW Instructor Agreement and, together with that agreement, form the binding document set that governs instructors. Any breach of this Handbook or of any referenced SOP / policy / guideline will be treated as a breach of the TXSNOW Instructor Agreement and handled under that agreement’s provisions on discipline and accountability, and on deliverables, acceptance and pro-rata compensation (including, as applicable, retraining, warnings, removal from scheduling, termination for cause, indemnification and set-off).

Scope of application

Anyone teaching under the TXSNOW name (including independent contractors, temporary support staff and volunteers, collectively the “instructors”) must comply with this Handbook and all supporting SOPs / policies / guidelines whenever they are wearing TXSNOW-branded instructor apparel and delivering any TXSNOW lesson.

 
1. General principles and compliance

1.1 Core values

Our baseline is safety, professionalism, respect, integrity and inclusion. These principles exist to protect the safety and dignity of participants and the public, and to uphold trust in the TXSNOW brand and wider community.

1.2 Mandatory compliance

Instructors must comply with:
All operational / safety / lift and terrain-use rules of partner resorts.
- Instructors must not publicly solicit or poach clients on-hill inside partner resorts.

The Alpine Responsibility Code.

All applicable laws and regulations, including without limitation:
- OHSA (Occupational Health and Safety Act), including workplace violence and harassment policy requirements;
- AODA (Accessibility for Ontarians with Disabilities Act);
- Ontario Human Rights Code (anti-harassment / anti-discrimination);
- PIPEDA (federal private-sector privacy legislation).

All TXSNOW-issued and updated SOPs / policies / guidelines, including but not limited to:
- TXSNOW Safety SOP
- TXSNOW KM Safety SOP
- TXSNOW Incident Reporting SOP
- TXSNOW Reschedule and Cancellation Policies
- TXSNOW KM Instructor Program Guide
- TXSNOW Snow Buddies Discovery Program Guide
 
2. Qualifications and role requirements

2.1 Teaching qualifications

Instructors must hold a valid certification at level 1 or above under systems such as CSIA / CASI / PSIC, demonstrating that they have received structured training and passed the relevant assessments. Holders of non-Canadian certifications must complete any required equivalency / recognition (Associate / Affiliate / Reciprocity, etc.) under the rules of the relevant body.

2.2 Tickets and resort permissions

Instructors must comply with resort rules on instructor armbands / lift tickets / permitted teaching zones. They must not teach in unauthorized areas and must not misuse or tamper with tickets or passes.

It is strictly prohibited to:
- use another person’s ticket or any non-transferable pass;
- advertise, buy, sell or “rent out” non-transferable tickets or passes on any social platform.

2.3 Continuing professional development (CPD)

TXSNOW encourages instructors to participate in Pro Days, TDC and other continuing education, and to maintain a level of demonstration and teaching practice that is consistent and replicable.

 
3. Professional conduct and service standards

3.1 Consistent instruction

Instructors must have a clear understanding of lesson goals and the technical pathway for reaching them, and be able to execute a consistent explain – demonstrate – practice – feedback cycle. They should have an appropriate understanding of equipment and of basic technical concepts.

3.2 Positive teaching attitude

Instructors are expected to create an encouraging lesson environment. When facing anxiety or frustration, they should first reduce pitch / speed / difficulty, rebuild a sense of success, and then progress toward the original goal.

3.3 Effective communication

Use simple, direct, actionable language. Avoid vague wording or over-loading participants with multiple instructions at once.

3.4 Observation and analysis
Follow an “observe – describe – prescribe – verify” approach:
focus on one key change at a time, then record important progress points.

3.5 Learning environment

Guided by Montessori-inspired principles, instructors must respect each child’s pace and interests, and build lessons around enjoyment and safety.
Detailed requirements for Kids Master lessons are set out in Section 7, TXSNOW KM Instructor Program Guide.

 
4. SOP references

4.1 Lesson safety: see TXSNOW Safety SOP
4.2 KM lesson safety: see TXSNOW KM Safety SOP
4.3 Incident handling and reporting: see TXSNOW Incident Reporting SOP
4.4 Instructor handling of participant reschedules and cancellations: see TXSNOW Reschedule and Cancellation: Instructor SOP and Policy Guide

Note: On-snow practice must follow the SOPs as the sole technical standard. Operational details are not repeated in this Handbook.

 

5. Lesson conduct and behaviour

To ensure high-quality service, strong instructional standards, and on-hill safety, instructors must follow the rules below:

5.1 Punctuality (Punctuality SLA)

Instructors must arrive at the resort at least 15 minutes before the scheduled lesson start time.
If the instructor is late, they must compensate the participant in accordance with TXSNOW policy by adding double the time lost (or providing equivalent lesson credit).

5.2 Music

Instructors may not wear headphones to listen to music while teaching, unless TXSNOW has given prior written approval for a specific type of service.

5.3 Phones and communication

Instructors must not use their personal phone during lessons (calls, messages, social media, etc.).
Urgent or lesson-related communication must only be done when stopped in a safe location. Using a phone while sliding is strictly prohibited.

5.4 Smoking

Smoking is not allowed outside designated smoking areas, and is not permitted at any time during a lesson.
If an instructor needs to smoke before or after a lesson, they must comply with resort rules and remain within designated areas.

5.5 Alcohol and drugs

- No alcohol consumption within 8 hours before a lesson.
- No use of cannabis or high-THC products within 24 hours before a lesson.
- No alcohol, THC or CBD use during teaching.
- Any substance that impairs the nervous system, judgement or balance is strictly prohibited.

Any breach of this section will be treated as gross misconduct.

5.6 Weapons

Instructors must not bring any weapon, or any item that could reasonably be perceived as a weapon, into the lesson environment or onto the hill.

5.7 Pets

No pets are allowed with the instructor during lessons.

5.8 Language and attitude

Instructors must not use provocative, insulting or abusive language toward participants, family members or resort staff.
They must remain respectful and cooperative with all partner-resort employees.

Harassment, discrimination and retaliation are strictly zero-tolerance.

5.9 Photography and privacy

- Outside lesson time, any photography or video of minors requires prior consent from their parent or legal guardian.
- Images may only be used for lesson review or for promotional purposes that have been clearly approved, and must comply with privacy laws and TXSNOW policies.
- It is strictly forbidden to post or share any content related to accidents or incidents.

5.10 Appearance and dress

Uniforms must be clean, intact and free of strong odours.
Instructors must wear an approved helmet and appropriate protective gear, and keep goggle lenses clean.
Avoid strong fragrances, sprays or perfumes.

5.11 Protection of children and vulnerable persons

- Favour visible, public areas whenever possible; instructors must not be alone with a minor or vulnerable person in a closed, isolated space.
- Contact should focus on verbal instruction, gestures and equipment-based demonstrations; avoid unnecessary physical contact.
- Handover and supervision: strictly follow the TXSNOW KM Safety SOP, including on-site verification of the child’s Pickup Code and in-person hand-off. Instructors must not leave before the parent/guardian arrives.
- Any suspected abuse, bullying or harassment must be reported immediately to the designated TXSNOW contact, with written records kept.

 
6. Policies

- TXSNOW Punctuality and Late Policy (for participants and instructors)
- TXSNOW Reschedule and Cancellation Policy (for participants and instructors)
- TXSNOW Refund and Validity Policy

These policies may be updated by TXSNOW as needed for operations and safety. Once notified, the updated versions take effect and are incorporated by reference into the TXSNOW Instructor Agreement.

 
7. Lesson guides

TXSNOW KM Instructor Program Guide
TXSNOW Snow Buddies Discovery Program Guide

 
8. Insurance

See TXSNOW CGL Insurance Statement for details.