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SAM goes undercover to ask, "What is Glamping?"

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Published in September 2017

SAM goes undercover to ask, "Is there a family bathroom at the resort?"

Published in July 2017

THE QUESTION: “I’M A DECENT SKIER, BUT I’VE NEVER SKIED POWDER BEFORE AND IT LOOKS AWESOME, BUT I HEAR IT’S DIFFERENT. WHAT DO I NEED TO KNOW?”

Published in March 2017

THE QUESTION: I’M NEW TO THE SPORT, AND IT SEEMS EVERYONE REPORTS THEIR BASE DEPTH. HOW DO YOU MEASURE IT?

We asked a version of this question via Twitter—coming from SAM, asking resorts on social media how they measure their base depth. Alas, after garnering a handful of responses we got unceremoniously called out and the effort was squashed. The goal of the question, however, was realized: one resort communicator emailed after the fact and said he didn’t want to discuss on Twitter how his resort measures the base depth, because the area doesn’t actually have a method; it’s merely a guess. He’s not alone, we think.

Published in January 2017

Plan ahead and wow your guests during periods of peak demand.

Published in January 2017

As social media become customer service channels, resorts must step up efforts to stay abreast of comments and requests.

Published in November 2016

Arriving at a ski area for the first time can be intimidating for those who have never, ever even pulled into the parking lot of a ski area before and have no idea where to go, what to do, or what “rentals” and “lift tickets” are. How do resorts handle a call from such a guest?

Published in November 2016

As more multi-cultural guests visit our resorts, especially in summer, the need for multi-lingual staff increases—or, at least the ability to adapt when there’s a language barrier. How do resorts measure up? As always, responses varied.

Published in September 2016

This month's Mountain Spy asks a rather unusual but not implausible question. It does more than simply test how broad-minded a resort is though—it reveals how sensitive guest service issues are handed.

Additional Info

  • Author Liz Mettler
  • Volume 55-3
  • Page 34
Published in May 2016