SAM Coverage
Customer Service
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A New View of Guest Services
Organizing guest services and broadening responsibilities keeps employees invested and guests happy. When you think of the term “guest services,” odds are you think…
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Mountain Spy :: September 2014
In this month’s Mountain Spy, we put customer service to the test with a delicate question. While the answers weren’t surprising, the customer service,…
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Mountain Spy :: January 2011
Mountain Spy Liz Eren found that Eastern areas were quite often knowledgeable and helpful, while larger, Western resorts were largely clueless when it came…
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Mountain Spy :: March 2011
Mountain Spy Liz Eren take on specialty shops to find out about the local ski areas. The results show that there is a lot…
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Mountain Spy :: May 2011
Mountain spy, Liz Eren, takes on season pass deals and spring skiing. THE QUESTION: ARE YOU OFFERING A COMBINATION SEASON PASS THAT INCLUDES THIS SPRING…
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Mountain Spy :: July 2011
Mountain Spy Liz Eren takes on summer operations–a growing profit center at many resorts. QUESTION: DO YOU OFFER A SUMMER SEASON PASS? MOUNTAIN 1…
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Mountain Spy :: September 2011
In this Mountain Spy segment, Liz Eren takes her questions to Facebook to see how well resorts are monitoring these important media outlets. Facebook…
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Lot-to-Lift Made Easy
It’s a brave new world out there in customer service thanks to new mobile devices that make it easier to cater to guests’ needs…
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For the People
When designing your freestyle terrain, remember all those who might use it. What keeps me up at night even after an 18-hour shift? Wondering…
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In the Right Place
Do you have the signs that your area needs, and in all the right places? Every ski area has a wide selection of signs.…
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Mountain Spy :: November 2011
Mountain Spy Liz Eren plays an eager young adult yearning to work and play in the mountains—remember those? We called them “ski bums.” Unfortunately,…
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Rocking the Rental World
Areas are actually making rental shops a positive part of the guest experience. Today’s rental shop is not your father’s rental shop. It’s not…
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How’s Your App-etite?
Mobile apps are moving from novelty to necessity. Mobile apps: Everyone knows they are the way of the future. If you don’t have an…
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Mountain Spy :: January 2012
Mountain Spy Liz Eren goes back to one of our basic questions, and perhaps an area’s most important phone call to field… QUESTION: “I’VE…
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Speak Out :: Bullying Our Lunch Money
Times are tough, but let’s not take it out on our clients. There is no denying, it’s been a tough season for most of…
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Dog Days Aren’t Over
Toting your dog everywhere is no longer just a celebrity thing. More guests are asking for, and getting, some canine consideration on their ski…
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Night Moves
When the sun goes down, turn those lights on to entertain guests. Winning a dedicated and willing night crowd is no easy feat for…
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Perp Patrol
When the cameras roll, thefts go down. When a guest at Liberty, Pa., reported his snowboard had been stolen, Tim Koons, base area manager,…