SAM Coverage
Guest Services
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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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Give Folks a Lift
Creative ways to get guests and employees to the mountains abound. In a business that offers an outdoor experience in wide-open spaces, it’s ironic…
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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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Head for the Pass
Skiers and riders scooped up season’s passes in great numbers this year. In an effort to overcome a lingering recession and lock in skiers…
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Mountain Spy :: January 2010
Mountain spy Liz Eren tackles childcare with mixed results. THE QUESTION: I’M PLANNING A FAMILY VACATION AND HAVE A 14-MONTH-OLD. WHAT KIND OF BABYSITTING…
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Hedging Bets
Resorts used deals and pass promotions to lock in business for this season. In the East, the Farmer’s Almanac is calling for a colder…
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David Perry Leaves SkiCo For Post With New Joint Venture
SAM Magazine—Aspen, Colo., July 19, 2017—Aspen Skiing Company’s chief operating officer, David Perry, left the company Monday to become a full-time consultant in launching…
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UPDATE: Grouse Mountain Sale Finalized
SAM Magazine—North Vancouver, B.C., July 19, 2017—Grouse Mountain in North Vancouver has been acquired by GM Resorts, a company that was just incorporated in…
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Grouse Mountain (B.C.) To Be Sold
SAM Magazine—North Vancouver, B.C., July 17, 2017—After its owners put it on the market last year, Grouse Mountain near Vancouver appears to have found…
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Fred Seymour Named Giants Ridge (Minn.) General Manager
SAM Magazine—Biwabik, Minn., July 10, 2017—Giants Ridge in northern Minnesota has hired industry veteran Fred Seymour as its new general manager. Seymour’s prior experience…
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Mountain Spy :: July 2017
SAM goes undercover to ask, “Is there a family bathroom at the resort?” The Question: Is there a family bathroom at the resort? I’d…
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Utah Set Skier Visit Record in 2016-17
SAM Magazine—Salt Lake City, June 14, 2017—This past Sunday, June 11, Snowbird resort finally stopped spinning the lifts for the year – ending an…
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SANY to Host Lift Training and Maintenance Program
SAM Magazine—Jamesville, N.Y., April 28, 2017—The Ski Areas of New York Lift Training and Maintenance Program is being offered this summer at several locations…
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The Evolution of NPS in the Ski Industry
Resorts are finding new ways to use the Net Promoter System, applying it to employee relations and capital spending—not just guest loyalty. The number…
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Mountain Spy :: May 2017
THE QUESTION: “I’M INTERESTED IN BUYING A SEASON PASS FOR YOUR MOUNTAIN, BUT I’VE HEARD THERE’S PASSES WITH OTHER MOUNTAINS ON THEM, TOO. WHAT…
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Winter Park Succession: CEO DeFrange Retires, Foulkes Steps In
SAM Magazine—Winter Park, Colo., March 21, 2017—At the end of the day on Friday, March 31, Winter Park Resort president and CEO Gary DeFrange…
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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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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…