SAM Coverage
Area Management
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Drills Work
by Dennis O’Shea, Ph.D., Training Manager, Mt. Bachelor, Oregon It’s 9:00 a.m. Sunday, May 16, 1993. Ten food service employees are climbing the stairs…
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My Life As An Audit Spy
This past winter, I conducted quality and service audits at 15 ski areas throughout the United States and Japan. For each visit, I called…
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Who Manages The Ski School?
Who is responsible for the ski school staff relative to: hiring, training, work schedules, work assignments, setting performance standards, performance evaluation, motivation, disciplining, and…
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Last Year’s “Ethics Problem” Has Become “What Ethics Problem?”
Area flyovers, trail counts increasing overnight, exaggerated ski report conditions, stuffed ballot boxes … Does the U.S. ski industry have an ethics problem? Problem?…
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Ticketing And Access Control
As John Dendy, ticket manager of Red River, New Mexico, puts it, “the day of selling tickets out of cigar boxes has long past.”…
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Ticketing And Access Control
As John Dendy, ticket manager of Red River, New Mexico, puts it, “the day of selling tickets out of cigar boxes has long past.”…
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Customer Service: The ” R ” Word
The “R” word is one of the most ticklish issues for customer service people. Refunds, given or not given, cause the most controversy, the…
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Yield Management / Ski Management
“Yield Management” has been responsible for increasing revenues 5% to 10% in some capacity constrained hospitality industries. What is yield management? How does it…
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Quality Counts At Risk
We’ll go right to the point: the Quality Counts program our industry is trying to get off the launching pad is important. At a…
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Quality Assurance Program
In the face of ever-increasing competition for the leisure time and discretionary dollars of recreating Americans, the need to provide a consistent, and consistently…
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Building Blocks To The Future
Strategic business planning is becoming increasingly important for ski areas in a world that daily grows more complicated and competitive. In the January issue…
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Summer Reports
Construction was generally down this summer in all regions of the country, with summer grading the project of choice, as U.S. ski areas tightened…
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The Cosmopolitan Future of America’s Ski Resorts
While the industry cranks up its multi-million dollar effort to “grow the sport” in the national market place, a less heralded effort in the…