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Kate reluctantly works at her family's business, North Star, a year-round operation that trains Mall Santas nationwide. Despite its festive name, it’s a big commitment that's made her a bit grumpy about Christmas. When her dad decides to step away, Kate steps in, but the business is a mess. Her sister, Bailey, agrees to help her out.

Her rival and top instructor, Dan, works for a different Santa school. This school wins the Christmas Cup every year. After Dan gets fired for making too much money, he approaches Kate—despite their awkward past (they once went on a date, or a "scheduled gathering," if you will). He wants to join forces and win the Christmas Cup. She can't say no to that.

They carpool on the first day and have to screech to a halt when a Santa walks in front of them in the road. He's very confused. He doesn’t know his name or what he's doing. It’s at this point that they see Santa's reindeer and sleigh fly away. Is he the real deal?! They decide to bring him to the school so they can keep an eye on him.

They get to the school, and Dan is immediately concerned. It's a real ragtag group: an older fellow who just wants to be Santa for his grandkids, a woman who wants to prove she can do anything she puts her mind to, a ventriloquist and his dummy, some actor named Paul Campbell, and then there’s Nick...who has a giant bowl of cookies and just downs some milk.

The Santas begin to train, participating in obstacle courses and learning how to properly "ho-ho-ho." Santa Nick begins to have weird memory flashes whenever he touches someone but doesn’t know how to make heads or tails of it.

The next test is a big one—they have to actually deal with kids at the mall, and it’s intense for all of them...except Santa Nick. He crushes it. He knows what all the kids want. But he also sees what Kate’s dad’s friend, Ned, wants—he wants to buy the school. So Kate has a conversation with him, and she’s strongly considering his offer.

There’s a gift exchange, and Kate gives Dan a nice gift—a Christmas sweater that says he's the "Best Santa Trainer," so obviously, she’s into him. He asks her on a date, and she agrees. And what better way to go on a date than by crashing a Christmas party? They have an absolute blast together. They get kicked out, and that leads to them making out... The next morning, they make out some more... AY AY AY!!!!

Word gets out to Kate’s sister and the other Santas that Nick is the real Santa. It's almost Christmas Eve, and Nick still hasn’t regained his memories. Kate decides to try something—she shows Nick his Santa sack. He begins to go through it, and he gets a reindeer whistle and calls for his sleigh to come back.

Dan finds out that Kate is considering selling the school, and that bums him out. He assumes that also means she doesn’t see a future with him, so he decides it’s best if he just leaves.

It's time for the Christmas Cup. It ends in a tie. It comes down to sudden death. First person to beat the obstacle course wins! They draw names, and it's Nick's turn to go. Just then, Nick’s wife shows up. Turns out his name is Kris, and she is Mrs. Claus! The whistle told her where he was. She reminds him who he is. He goes to do the obstacle course, and he's behind the whole time until they get to the chimney climb. Somehow, almost like magic, Nick/Kris appears at the top of the chimney and rings the bell.

After the win, Kate decides not to sell the school. Santa gives her tickets to Paris and tells her that she still needs to live her life. Kate and Dan make up, and they kiss... They all head back to her place to celebrate, and the doorbell rings. She goes to answer it and finds a box. Inside is a whistle with a note that says, "If you ever need any help with the school, give me a call."