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Stratton uses a combination of efficient layout and personal attention to provide a more upscale and service-oriented rental experience. To avoid bottlenecks, Stratton emphasizes advance online reservations and employs a square layout that rotates guests through the shop, with lots of assistance for those who need it, and an expedited routine for repeat customers and those with reservations.
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| Ski dispatch counters at Pats Peak. All are on wheels, to allow flexibility in layout. |
Pats Peak goes heavy on customer service. Staff greet renters, help them sign up, point out the shortest lines, and generally explain the entire process.
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| Digital message boards greet renters at the Snow Trails (Ohio) rental shop cash registers. |
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Snowsports Director,Mt. Ashland, Ore. Age: 28 Education: B.S.B.A., Ski Business and Resort Management, Sierra Nevada College 
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