Publisher’s Memo :: November 2023

This past March, I spent the day with the good people at Pats Peak, N.H. During lunch with the team, Pats Peak guest services director Brigid Howell got up three times to deal with guests trying to redeem lift tickets purchased with fraudulent payment, thus sowing the seed for an article in this issue, “Finding Fraud” (p. 32). Writer Bob Curley did an excellent job exploring the topic, offering cautionary tales and steps you can take now to protect your business.

That same day I toured the progress of the resort’s new state-of-the-art maintenance building, which is replacing an old, undersized facility. The new building will positively impact both staff morale and the guest experience. Read about the project and how it was planned out in “New HQs for Mountain Ops” (p. 66).