SAM Coverage
Customer Service
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The Guest Experience is the New Marketing
Focus on raising your Net Promoter Scores and watch your profits grow. One of the biggest business trends today, across the entire Western world,…
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Family Values
A look at programs that keep kids happy, off snow as well as on, during the day and in the evenings, whether they ski…
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Mountain Spy :: March 2017
THE QUESTION: “I’M A DECENT SKIER, BUT I’VE NEVER SKIED POWDER BEFORE AND IT LOOKS AWESOME, BUT I HEAR IT’S DIFFERENT. WHAT DO I…
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New York to Invest $8 Million in Upgrades at Belleayre
SAM Magazine—Highmount, N.Y., Feb. 22, 2017—After committing $20 million in January to upgrade state-owned Gore Mountain and Whiteface, Gov. Andrew M. Cuomo today said…
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Mountain Spy :: Question on Base Depth
THE QUESTION: I’M NEW TO THE SPORT, AND IT SEEMS EVERYONE REPORTS THEIR BASE DEPTH. HOW DO YOU MEASURE IT? We asked a version of…
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Raise the Bar
Plan ahead and wow your guests during periods of peak demand. First in a series of articles about using Net Promoter Scores to enhance the…
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Lifts 2016: Moving Up
This year saw an uptick in resort lift installations and upgrades, all aimed at enhancing the guest experience. Resorts continued to install new lifts…
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Social Media in Customer Service
As social media become customer service channels, resorts must step up efforts to stay abreast of comments and requests. Social media started with…
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Mountain Spy :: November 2016
Arriving at a ski area for the first time can be intimidating for those who have never, ever even pulled into the parking lot…
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The 5-Minute Rental Fit
Rental bootfitting is an opportunity to educate guests—and provide a fit that will set them up for success. During the rental seminar at the…
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Mountain Spy :: September 2016
THE QUESTION: WE ARE HOSTING A COUPLE OF COLLEGE EXCHANGE STUDENTS FROM SPAIN AND WE WANT THEM TO ENJOY YOUR ADVENTURE ACTIVITIES, BUT THEY…
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Mountain Spy :: September 2016
As more multi-cultural guests visit our resorts, especially in summer, the need for multi-lingual staff increases—or, at least the ability to adapt when there’s…
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Mountain Spy :: July 2016
In this month’s Mountain Spy, we tackle a seemingly easy question, but the responses vary—as usual. I’M COMING TO THE AREA FOR A BACHELORETTE…
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Mountain Spy :: Nudist Wedding Ceremony?
This month’s Mountain Spy asks a rather unusual but not implausible question. It does more than simply test how broad-minded a resort is though—it…
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Mountain Spy :: Nudist Wedding Ceremony?
This month’s Mountain Spy asks a rather unusual but not implausible question. It does more than simply test how broad-minded a resort is though—it…
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Mountain Spy :: January 2016
THE QUESTION: CAN I GO SLEDDING OFF TO THE SIDE SOMEWHERE WITH MY YOUNGEST CHILD WHILE MY OLDER SON IS SKIING? In…
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Passing the Test
As season pass options continue to expand, purchases do, too. The pass wars continue to heat up, with more countries, more alignments, more partnerships…
