SAM Coverage
Human Resources
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A Look of Their Own
When the Homewood, Calif., lift department uniforms were at the end of their life cycle, management did the usual thing: the general manager, human…
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Defusing the Bomb
Difficult customers or guests are made, not born. Somewhere, somehow, something went wrong in this person’s recent history, and now they stand before you,…
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Building Tomorrow’s Leaders
by Janice White, Janice White & Associates, HR Management Solutions Resort managers know the importance of treating employees as “internal customers.” Employees, like guests,…
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Training for Success
by Jackson Hogen, Chief Creative Officer, Planet Hospitality In a perfect world, all ski resort visitors would be so entranced by the experience that…
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Attending to the Details
The final months of 2002 were a tough time for Colorado ski resorts. On Nov. 23, Winter Park lost area manager Jack Mason, 53,…
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Finding Common Ground
by Janice White, Janice White & Associates, HR Management Solutions The generational clash taking center stage in the workplace today is not a matter…
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Talkin’ ‘Bout Our (Four) Generations
by Janice White, President, HR Expectations The “new economy” that resorts are part of is lean, flexible and highly efficient. The operative word is…
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Seeing Eye to Eye
by Skip King, Reputation Strategies The most critical interface at successful ski areas exists between the two departments that are fundamentally the most dissimilar:…
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Industry Report
The saga of the failed sale two years ago of Steamboat Ski Resort to Triple Peaks LLC, an investor group headed by Okemo owners…
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Dress for Success
When you walk into an unfamiliar store—Victoria’s Secret, say—and you need advice on a purchase, wouldn’t it be handy to be able to easily…
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Adding Some International Flavor
For many years, Mt. Bachelor Human Resources Director Pat Gerhart had considered hiring employees from other countries. “We had Americans who came to Bachelor…
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Desperate Measures
Great customer service—the kind that builds customer loyalty—depends on knowledgeable, cheerful, friendly employees. It’s not easy to find and keep folks who can keep…