SAM Coverage
Customer Service
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Mountain Spy :: September 2021
Mountain resorts are amazing places to go and enjoy nature. We invite people to come experience the outdoors (with amenities) in all its glory,…
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Mountain Spy :: July 2021
“Can your bike park accommodate our tandem mountain bike?” MOUNTAIN 1, NH Answering phone: Automated machine. Chose general inquiries. First contact: Female. SAM: Stated…
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Mountain Spy :: March 2021
A question on boondocking. THE QUESTION: WHAT’S THE BOONDOCKING SCENE AT YOUR RESORT? What the hell is boondocking, you ask? It’s a term you…
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Mountain Spy :: January 2021
A family would like to start skiing this winter. The Question: My family and I would like to start skiing this winter. We’ve…
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Mountain Spy :: November 2020
“Will I be able to go in the lodge for warm-up breaks with my two little kids this winter?” MOUNTAIN 1, ME First contact:…
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Take it down a notch
Helpful tips for handling angry guests. Strategies for de-escalating a guest conflict are an important part of staff training at many resorts, but will…
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Mountain Spy :: September 2020
“I’d like to book a trip this winter with lodging, but how can I be sure I will be able to get lift tickets?”…
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Keep the Staff Informed (Guests, too)
This ski season will bring plenty of change. How will you keep everyone pulling the same rope? If the last eight months have taught…
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Moving Forward
Planning for the coming winter requires an entirely new mindset. Part of a Special Section, “Winter 2020-21: A New Normal,” sponsored by Aspenware. Consider…
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Mountain Spy :: July 2020
“I hear you’re open for summer activities. Anything I need to know before coming?” The Question: “I hear you’re open for summer activities and…
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Mountain Spy :: January 2020
“Do you have childcare? The Question: We’re thinking about coming there this winter, but we have two little kids so I need to figure…
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SAM Summit Series 2020—Part 1: Welcome to our Happy Place
Year three of the Summit Series begins. Three mentors offer candid and insightful advice on creating life-changing guest experiences. This story is from the SAM…
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Mountain Spy :: November 2019
We ask, “Do you rent winter clothing?” The Question: I’m going to be in your area over the holidays and would like to…
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Mountain Spy :: September 2019
Facebook Messenger mission: “Can I buy an Epic or Ikon pass? THE QUESTION: “I’m looking to buy an Epic or Ikon Pass, but…
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Mountain Spy :: July 2019
SAM’s sister publication asks, ‘How do I know your aerial adventure course is safe?” The Question: “I have seen a lot of zip line…
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Mountain Spy :: May 2019
The Question: I’m thinking about buying a season pass for next year, but I’ve heard it’s been really crowded this year. Are there plans…
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Mountain Spy :: March 2019
“I’m afraid of heights and I get really nervous when the lift stops. To help get over that, I want to understand what happens…
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Mountain Spy :: January 2019
Can I use Snowfeet at your area? The Question: I just found out I’m getting these things called Snow Feet for Christmas. Can I…