With a base area at 8,000 feet above sea level in the heart of the Wasatch Mountains, our ski patrol at Snowbird Ski & Summer Resort, Utah, is accustomed to interacting with the area’s wildlife. But when a call came over the radio on a clear spring afternoon that a porcupine had bitten a customer outside the mid-mountain eatery, Snowbird’s staff was eager to get to the bottom of the story.
It turned out that an amused Snowbird guest decided to hand-feed his leftover French fries, one by one, to a hungry porcupine. At the end of the critter’s meal all that remained were the guest’s greasy fingers. Instead of licking these as a trusty Labrador would have done, the porcupine just kept on chewing.
The guest, who happened to be a medical doctor more accustomed to humans, survived his encounter with nature, but the incident highlights the need for resort employees to be proactive in educating customers about their surroundings, and also drives home the importance of having employees of different departments versed in how to keep customers safe.
Mountain resort success lies in the ability to provide recreation and relaxation that is different from what can be found at home or in a guest’s immediate neighborhood. As a result, what visitors encounter at our resort—whether it’s animals, weather conditions, altitude, sun exposure—is inherently unfamiliar and potentially dangerous.
As part of a new customer service program called S.T.A.R. (Service That’s Absolutely Remarkable), Snowbird has identified certain hazards that employees in multiple departments learn to identify and point out to guests. Through employee refresher and orientation programs, Snowbird’s trainers and management address many scenarios and instruct everyone from snowmakers to ski patrol on approaching guests diplomatically to point out the potential risks. They are also briefed on when to call in the Ski Patrol for a more thorough assessment. Employees look for the warning signs of certain ailments and explain the dangers in a variety of ways.
The training involves everything from spotting the early signs of frostbite (white patches of skin) to hypothermia, which typically begins with shivering before leading to increasing confusion, inappropriate behavior such as shedding clothing and finally an inability to detect cold and sleepiness.
Clearly, there are a wide variety of things to watch out for in the mountain environment during the coldest months of the year. And as employees of mountain resorts, we’ve all heard and learned about them. But it is too easy to ignore the warning signs of certain ailments when spied in other people who we don’t personally know.
When a new employee is hired at Snowbird, he or she must go through an orientation to the program and each fall there’s a mandatory three-hour refresher, with no exceptions. In fact, receiving the seasonal employee lift pass is contingent on attending the refresher. The ski patrol goes through a separate week-long refresher course to cover the balance of their skills and duties.
At Snowbird, one of our best communication tools is our tram. We are not unique in having one, but we make good use of the time as it slows to enter the top terminal. Our tram drivers inform skiers and snowboarders about trail closures, approaching storms, extreme cold and even point out when it might be advisable to lay on extra sunscreen and to use sunglasses or goggles at all times. (We also point out the importance of eyewear on trail maps and in other resort literature.) Wherever you have a captive audience, at least tell it about the weather or the relentless sun.
Chairlift operators and ticket checkers are in key positions to pass warnings of fast-moving storms (often accompanied by lightning, high winds and blowing snow) on to guests. They can also monitor guests and spot the early stages of everything from sunburn to the shivering and chattering of teeth. Last season, an attentive chairlift operator summoned the ski patrol to help a man who appeared to be drunk. In fact, he was suffering from insulin shock and was successfully treated by the patrol.
Ski instructors are especially suited to monitor customers because they see changes over time. When conditions dictate, other employees around the resort, such as guest services workers, can help spot and warn skiers and riders, and other employees, about frostbite. Though we all know that prolonged exposure to severely cold temperatures can result in severe tissue damage, it seems to slip the minds of many of us.
Guests who spend extended periods in wet conditions may not recognize their rapidly degrading condition. So when the chattering or odd actions begin, it’s always appropriate to step up and ask someone if they need help.
Though the S.T.A.R. program trains employees to interact with guests, it also points out the importance of keeping message boards updated. More permanent signs are also helpful, especially when warning of the dangers of dehydration. Dehydration, especially when it occurs at high altitude in combination with fatigue, can be more serious in winter than in summer. Guests should be encouraged to consume more water than usual and less alcohol when becoming acclimated. Here, using a sign is particularly helpful in case anyone becomes annoyed at what might seem like a teetotaler’s meddling admonition.
Some of the other bits of information employees are encouraged to pass on to guests range from the dangers of avalanches to the hidden obstacles on trails. And all of it can be communicated by everyone, from lodging clerks to cafeteria workers.
Whether it’s a moose protective of a calf or a deep-snow day, it’s up to us to warn our guests about the mountain environment. Signs alone, especially in a world full of them, are sometimes not enough. Friendly human interaction, however, will speak volumes.
