Team Terms of Use

Who this applies to

These terms apply to everyone who has a login to the This is Baldy CRM at crm.thisisbaldy.com or in the LeadConnector app: employees, managers, contractors and anyone else given access by Mt Baldy. The CRM covers Mt Baldy Resort, Mt Baldy Lodge, Baldy Brewery and Top of the Notch.

By signing in, you agree to follow these terms. They sit alongside your job duties and any other Mt Baldy policies you have been given. If something here conflicts with a written policy from your manager, ask before you act.

Your account

• Your login is yours alone. Don't share your password or let anyone else work under your name.
• Turn on two-step sign-in if you're asked to, and keep the device you use for it with you.
• Lock your phone and log out of shared computers when you step away.
• If you lose a phone that has the app on it, or think someone else has used your login, tell your manager right away and email [email protected].

Using the CRM for work

• Use the CRM only for Mt Baldy business: answering guests, booking, events, groups, sales follow-ups and team communication.
• Don't use it for personal messages, side jobs or anything unrelated to your role.
• Only open records and conversations you need for your work.
• Keep notes factual and professional. Write as if the guest might read them one day.

Guest information

The CRM holds names, phone numbers, emails, messages and booking details for our guests. Treat all of it as confidential.

• Don't copy, export, screenshot, forward or download guest lists or contact details unless your manager has asked you to for a specific task.
• Never move guest information into a personal phone, personal email, personal social media account or a tool Mt Baldy hasn't approved.
• Don't share one guest's information with another guest or with anyone outside Mt Baldy.
• Never type full card numbers, bank details, Social Security numbers or ID numbers into the CRM, a note or a message. Payments go through the approved payment system.

Texting, calling and emailing guests

Messages sent from the CRM come from Mt Baldy business numbers and addresses, so they have to follow the rules for business texting and calling.

• Only text a guest who has given us their number and agreed to hear from us, for example on a website form, at booking or by texting us first.
• Promotions, deals and event announcements go only to guests who agreed to marketing messages. Answering a guest's question is fine; adding them to a promotion is not, unless they opted in.
• If a guest replies STOP, asks to be removed or says they don't want texts or calls, stop. Don't try to change their mind and don't re-add them.
• Don't send marketing texts or make sales calls before 8 am or after 9 pm in the guest's time zone.
• Make it clear the message is from Mt Baldy (Resort, Lodge, Brewery or the Notch).
• Use the team's approved templates and campaigns for bulk messages. Don't send mass texts or emails on your own.

Call recording

Calls on Mt Baldy business lines may be recorded for quality and training. California law requires everyone on a call to know it's being recorded.

• Use the recording message set up on the business lines. Don't record calls any other way.
• If a caller asks not to be recorded, tell your manager so it can be handled properly.

Team chat and conduct

• Team chat in the CRM is a workplace. The same rules apply as on the mountain or behind the bar: be respectful, no harassment, no discrimination, no threats.
• Don't post guest information in team chat unless it's needed to help that guest.
• Keep personal opinions about guests out of notes and messages.

What belongs to Mt Baldy

• Contacts, conversations, notes, call recordings, files and everything else in the CRM belong to Mt Baldy, not to the person who entered them.
• Messages sent or received on Mt Baldy numbers, emails and team chat are business records. Don't expect them to be private.
• Account owners and admins can see activity in the CRM, including who viewed or changed a record, and can read conversations and team chat when needed for the business.

When you leave or change roles

• Your access ends when you stop working with Mt Baldy, and may change when your role changes.
• Don't take, copy or keep any guest information or CRM data when you leave.
• Delete the LeadConnector app, or sign out of it, on any personal device by your last day.

Reporting a problem

If you see a mistake that exposes guest information, a message sent to the wrong person, a suspicious login, or a message that looks like a scam asking for your password, tell your manager right away and email [email protected]. Reporting quickly is always the right call, and you won't get in trouble for reporting a mistake honestly.

If these terms aren't followed

Mt Baldy can suspend or remove CRM access at any time. Breaking these terms can also lead to discipline under Mt Baldy's normal policies, up to and including ending employment, and in some cases (such as misusing guest information) legal action.

Changes and questions

Mt Baldy may update these terms. The date at the top shows the latest version, and continuing to use the CRM means you accept the update. Questions go to your manager or [email protected].