SAM Coverage
Guest Services
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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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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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Give Beginners Every Possible Edge
The search for the perfect beginner experience is a never-ending quest. At first glance, it would seem that Snowmass, Colo., should just crush the…
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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…
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Everybody’s an Expert!
At something, that is. How can you turn that expertise into a superlative guest service culture that takes hold across all departments? Everybody at…
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Hot Prospects
Summer operations hold the promise of high margins and profits, but achieving them takes a concerted effort. The growth of summer tourism provides winter…
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Circle of Trust
Which is more important for financial excess: guest loyalty or employee loyalty? As it turns out, the two are inextricably linked. Loyalty has replaced…
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The eCommerce “Wait” Problem
Resorts and software developers are locked in a dangerous stalemate, each expecting the other to adapt to its ways. Online sales—eCommerce—are an important part of…
