SAM Coverage
Guest Services
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Mountain Spy :: November 2018
“Should I put my kids in lessons or teach them myself?” The Question: I’m a pretty good skier and would like for my kids…
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Mountain Spy :: September 2018
“How do I find a new job in the winter sports industry?” THE QUESTION: “I’m looking into a career change, possibly into the ski industry.…
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Mountain Spy :: July 2018
Our Mountain Spy asks a question on having medical staff on site. THE QUESTION: “I’M PLANNING TO BRING MY FAMILY THERE THIS SUMMER…
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Mountain Spy :: May 2018
For this issue’s Mountain Spy, we asked a guest-service savvy resort staffer—Kimberly Meeker, the regular Spy’s better half—to mine through the last decade of…
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Mountain Spy :: March 2018
Our Mountain Spy asks a question on accessing Wi-Fi. The Question: “I’m coming there for a day this weekend. Unfortunately I might need…
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Mountain Spy :: January 2018
Do you have a non-binary bathroom? THE QUESTION: PLANNING TO COME THERE FOR A DAY WITH MY FAMILY. WHERE DO WE GO FOR A…
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How Effective is Your Staff?
Engage frontline employees in the guest experience to drive more visits and greater revenue. To guests, frontline staff are the face of the resort.…
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Bub Succeeds Mueller as Peak Resorts CFO
SAM Magazine—Wildwood, Mo., Oct. 5, 2017—Christopher Bub has transitioned into the role of chief financial officer for Peak Resorts after serving as the company’s…
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Whistler Blackcomb Boosts Vail Resorts’ Full-Year Results
SAM Magazine—Broomfield, Colo., Oct. 3, 2017—Vail Resorts (VR) reported fiscal 2017 full-year results last week, including EBITDA of $593 million. That represents growth of…
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Riehle Declines NSAA Presidency; Candidate Search Resumes
SAM Magazine—Lakewood, Colo., Sept. 12, 2017—Parker Riehle, recently named as the new president of the National Ski Areas Association, is not taking the job,…
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SnoCountry Appoints Mike Colbourn as its New President
SAM Magazine—Lebanon, N.H., Sept. 11, 2017—Industry veteran Mike Colbourn is now president of SnoCountry, Inc., a not-for-profit winter resort trade association best known for…
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Mountain Spy :: September 2017
SAM goes undercover to ask, “What is Glamping?” THE QUESTION: WHAT IS GLAMPING? We mixed things up a bit this time around. Instead…
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Mountain Spy :: November 2015 :: Gluten-Free Dining Options
In this month’s Mountain Spy, we address a growing dietary trend—gluten-free. Though a seemingly simply question, the responses vary tremendously. In the end, as…
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Mountain Spy :: Entitled Customers
In this month’s Mountain Spy, we address the trend of entitled customers. The responses vary, but a personable employee is always the best solution…
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Mountain Spy :: July 2015 :: Disgruntled Pass Holders
In this month’s Mountain Spy, we address a hot topic this past season—disgruntled pass holders. The responses vary, but a personable employee is always…
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Mountain Spy :: May 2015 :: Ski Safety
ISSUE May 2015 AUTHOR Elizabeth Eren VOLUME 54-3 PAGE 48 SUBJECT Customer Service In this month’s Mountain Spy, we address an idea…
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Mountain Spy :: March 2015 :: Entitled Customers
In this month’s Mountain Spy, we tackle what is becoming a persistent trend at resorts—entitled customers. THE QUESTION: I WANT TO BUY NEW…
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One Big Happy Family
After years of tweaking, Mt. Hood Meadows has refined its approach to newcomers with great success. After years of product development, process improvement, and…