The answer probably seems obvious to most ski area owners and general managers. The response might be something like: “Obviously, through the organizational structure, the general manager is responsible for all of those things for all of the employees in all departments.”
Nonetheless, the Professional Ski Instructors of America (PSIA) consistently receives questions — and sometimes complaints — regarding the presumed responsibility of PSIA in matters that seem like obvious ski area management responsibilities and authority. Why would it be presumed that PSIA has a role in these matters?
Perhaps it is out of frustration. A high quality ski school is sometimes difficult to recruit, train and manage. It is not always understood. It has a unique set of dynamics and a personality of its own. And, yet, it is a very important profit center for ski areas and requires effective direction.
How does a general manager deal with a department that often appears to be made up of individuals who have different goals and, sometimes, different personal objectives than those of other departments? To answer this difficult question, the responsibilities and authority of both PSIA and area management need to be clarified.
Area Management Responsibilities
The answer begins with a list of ski area management’s responsibilities and authority relative to the ski school staff. It’s important to note that this list is no different than for any other department within the ski area organization:
- Have clearly written descriptions of the duties and responsibilities of the department and of the positions within the department.
- Establish a pay range that is fair within the business environment — fair both to the employees you’re recruiting and to the company.
- Be knowledgeable of the complete qualifications required of a competent and high quality department head (i.e., ski school director) and set this as a standard for hiring.
- Hire the best person available as the department head, adhering to the standards that have been set.
- Provide this person with the resources needed to perform the job in a professional and effective manner, and with the authority to get the job done satisfactorily.
- Provide this person with the organizational and supervisory support needed to perform the job in an effective and efficient manner.
- Provide this person with the training and development needed to satisfactorily perform the job.
- Develop clear standards of performance for the department and evaluate the department head’s performance against these standards on a regular basis, providing effective reviews and details of corrective action needed, when necessary.
Aren’t these the same responsibilities and authority a general manager has for any of his or her key departments? Why should it be any different with the ski school director and his or her staff? Yet, it seems that many general managers take a hands-off approach to their ski school and, often, expect PSIA to help in avoiding or solving management problems — especially in setting performance standards, which is clearly management’s responsibility.
PSIA Responsibilities
The mission statement of the Professional Ski Instructors of America is very simple. Although it has been updated from time to time, it has not changed in spirit or intent over the last 30 years:
“To serve our membership by developing, delivering, and validating unified educational programs and materials, and to promote the sport of skiing through the growth and development of ski instruction.”
This translates to the following responsibilities of PSIA within the ski industry:
- Development of an official ski teaching technique and methodology for the United States — the American Teaching System — through ongoing research and development activities. Currently, this includes alpine, nordic and snowboarding.
- The development and distribution of educational materials to provide the basis for local training by ski school staffs in support of the American Teaching System.
- The development and conducting of educational workshops, seminars and other events to support the local ski school training staffs.
- The development and administration of ski teaching certification programs to validate the educational and training programs conducted by local ski area training staffs, and to serve as a competency and quality standard for the industry.
- Support overall ski industry efforts through cooperative programs with NSAA, SIA, CCSAA, NSP, USSA, USST, USSCA, NHS and ASF.
A careful study of the two lists above shows a clear distinction between ski area management and PSIA responsibilities. Even though a symbiotic relationship exists, PSIA does not have responsibility, and certainly no authority, in those areas listed as management responsibilities. In fact, important organizational principles and leadership accountability are compromised if these are turned over to someone other than management.
It will help both management and PSIA if the clear division of responsibilities and authority above is recognized and respected by both parties. It is certainly not in PSIA’s interest to be involved in management matters. Furthermore, PSIA should not be expected to be involved in such matters or to be held accountable if problems exist that relate to management responsibilities; these are not within PSIA’s historical role or its chartered mission.
Please feel free to direct any questions or comments regarding this topic to me at PSIA headquarters, 133 S. Van Gordon, Suite 101, Lakewood, CO 80225.
