As a nod to hiring season, we’re continuing our look back at 20 years of Mountain Spy with the best and worst of some employment-specific Spy missions. From dismissive to helpful, it’s remarkable how ski area staff members have addressed queries from would-be co-workers.
Our hope is these serve to inspire you, dear reader, to treat callers asking about a job like they’re already part of your team. You never know who the next superstar, “10 Under 30,” or SAMMY Leadership Award honoree will be, and how much they’ll be an asset to your crew. Make them feel welcome from the first “hello.”
September 2006
The Question: I moved here from Colombia a few years ago, and I do have a green card. I've been snowboarding for the past couple of years, and I love it. I am calling to see if you have any openings at your area?
Mountain 1, VT
First contact: Automated machine (three choices, none were HR). Chose reservations.
Answering phone: Young girl.
SAM: Stated question.
Staff: OK, let me transfer you to someone that can help you with that.
Hold time: 10 seconds
SAM: Restated question.
Staff: We actually go through a company called IWS, which is International Work Solutions. If you want to give them a call. Let me get their number for you.
SAM: OK, thanks.
Staff: Do you have an H2B?
SAM: No, I’m a legal resident.
Staff: What kind of visa do you have?
SAM: No, I don’t need a visa, I’m a legal citizen.
Staff: Where are you from?
SAM: I live in Massachusetts. I’m looking for a winter job because I know this is the time of year that you usually start to hire people.
Staff: Well, we don’t have any housing or insurance here, though, so you might not like it. I would probably suggest XX ski area or XX area. I would check there…OK?
SAM: OK.
Staff: OK then, thanks a lot.
Rating: 2
Comment: First, she assumed I needed to go through an international program even though I stated at the beginning that I am a legal resident. And even after I restated that fact, she clearly had her doubts. In HR, the person answering the phone should, minimally, understand what a legal resident is. And punting me down the road to two other ski areas? I am utterly baffled.
Debrief: The lost art of listening was as much of an issue 20 years ago as it is today.
Mountain 8, CO
First contact: Automated machine on automated caffeine (spoke WAY TOO FAST). Chose operator.
Answering phone: Female, also having recently enjoyed an energy drink.
SAM: Stated question.
Staff: Um, hold on, let me transfer you to the right person.
Answering phone: Enthusiastic sounding woman.
SAM: Restated question.
Staff: Um, to teach snowboarding or skiing?
SAM: Um, not particularly. I’m not that good, but I love it. I’m looking for any type of job at the mountain, really, so if you have any openings at all.
Staff: Absolutely, you said you have a green card?
SAM: Yes, I do.
Staff: Well, great. I have jobs working inside with children. I also have jobs as cooks for the children. Things of that sort. Where do you live?
SAM: I live in Denver.
Staff: OK, perfect. Well, if you go to our website… if you go to xxx.com. Let me check for you quick first if we have that posting available. Are you looking for full- or part-time work?
SAM: I was looking for full-time during the winter.
Staff: OK, that’s good. OK, I got it. So, if you go to xxx.com and go to the very bottom and click on jobs—it says, “get a job.” Haha, sort of an interesting way of putting it, don’t you think? (So excited, such a nice change.) And then it’ll ask you what job type and then it’ll say management or ski school. It says that we have available… hmmm, It says we have childcare attendants, etc. and what you can do is click on any of those and you can apply online. And then you can put my name on the listing—my name is Jane Smith. What is your name?
SAM: [Gave her a name.]
Staff: OK great, I’m looking forward to seeing your application. So glad that you called!
Rating: 10
Comment: Extremely pumped that I was calling and asking for a job—someone finally cares! Talked me through where to go on the website—even better. She made it feel personal, which is a huge deal! If I didn’t have this job, I might consider moving west...
Identity Revealed: Winter Park
Debrief: Taking the time to guide an applicant through the process and expressing genuine enthusiasm leaves a great first impression. This approach makes a phone interaction memorable for all the right reasons.
September 2008
The Question: I'm wondering if you have any ski instructor positions open for this coming season?
MOUNTAIN 5, WI
First Contact: Automated machine. Chose guest service representative. (Transferred somewhere…)
Answering Phone: Female. A little short with the tone.
SAM: Stated question.
Staff: Um, I’m sure there will be. If you want to send me your information, I can forward it on to our director.
SAM: OK. Can I email it to you?
Staff: Yup. Um, it’s jane@xxx.com. (Silence…)
SAM: OK…
Staff: OK. (Crickets chirping.)
SAM: OoooK. Thanks.
Staff: Yup.
Rating: 3
Comment: Well, OK, then. And no explanation on “my information…” Can I say I like long walks on the beach?
Debrief: A few extra details about the hiring process, including what kind of information you’d like someone to send you, would go a long way.
MOUNTAIN 8, VT
First Contact: Young male.
SAM: Stated question. (Transferred to HR.)
Answering Phone: Female, very friendly.
Staff: Yup, we always have some positions open. What you really need to do is contact ski school directly and talk to Jane, who’s in charge of hiring. She’ll have some initial questions, but will then be more than happy to send you our hiring package. I’ll transfer you, but here’s her phone number just in case she’s not in at the moment.
SAM: Great, thanks. Transferred to Jane in Ski School.
Answering phone: Jane, suuuuper nice and friendly sounding.
SAM: Stated question.
Staff: Oh, of course. Do you have any experience teaching?
SAM: Well, no, not technically. I’ve skied my whole life though, raced a lot. I’ve taught some of my little cousins a couple times… but I do feel confident enough that I could teach someone else.
Staff: Okay, well sure, you’ve probably done more teaching than you think. So, are you from the area then, or…?
SAM: Sort of, I just finished up college this spring, and I wanted to take some time off and thought being an instructor would be pretty fun.
Staff: Oh yeah! What did you major in?
SAM: Communications. But I wanted to take a break and ski for a bit.
Staff: Of course, nothing wrong with a taking a break to ski! So, generally, what we do is send you our hiring package first with what the position is all about—pay, time commitments, scheduling options, included bonuses, etc. And then the next step is the hiring clinic we have in October. We host a pretty big event where we get to know everyone and decide who we want to hire, who’s a good match. That’s the first day, and then the second day is when you would meet the whole crew. It really is a great way to feel a part of our mountain’s ski school team and who you’d be working with. Gives you a chance to get to know everyone.
SAM: Oh perfect, thanks.
Staff: Of course. All I would need right now is a mailing address…
SAM: [Gave out my Spy address.]
Staff: So, I will get this out to you in the next few days, and I’m the contact for this part of the year. So, if you have any questions, feel free to write or call as I handle all ski school inquiries during the fall.
SAM: Awesome. Thanks so much, I really appreciate it.
Staff: Oh no problem, it was great talking with you. Looking forward to hearing back.
Rating: 10
Comment: I almost quit my SAM job on the spot. Jane sold me with her friendliness and stress-free system of applying and becoming “a part of our team.”
Identity Revealed: Stowe
Debrief: It's one thing to explain the hiring process. It's another to make someone excited to be part of it. Jane did both.
November 2011
The Question: I would like to work at your resort this winter. I see people at the bottom of the lift checking tickets and helping people on the lift and am interested in that. It looks like fun.
MOUNTAIN 5
First Contact: Young female. Snippy sounding.
SAM: Stated question.
Staff: Umm, just come up to the front desk and fill out an application. (Silence…)
SAM: That’s it?
Staff: Thaat’s it.
SAM: Alrighty. And I assume those people get to ski during the day?
Staff: Yes. (Silence…)
SAM: Hmm, OK, well, all that sounds good. I guess I’ll just come up to the front desk and fill out an application.
Staff: OK, sounds good.
SAM: Thanks!
Rating: 1
Comment: She was like an enthusiasm vacuum.
Debrief: Don’t be an enthusiasm vacuum.
MOUNTAIN 6
First Contact: Automated machine. Chose operator.
Answering Phone: Female. Nice sounding.
SAM: Stated question.
Staff: Let me put you through to human resources.
(Transferred…)
Answering Phone: Female. Nice sounding.
SAM: Restated question.
Staff: OK, have you filled an application out yet?
SAM: No, not yet.
Staff: OK, well that’s your first step. If you’re local, you can come right up to the mountain or, if not, you can go online to ourskiarea.com and click on the employment page and fill out an application online. And you’re talking about the ticket checking in the lift lines?
SAM: Yeah, I think so. I just see them outside all day, hanging out with people. It looked pretty fun! And you get to ski a bunch, hopefully?!
Staff: Yup, yup! Oh, absolutely! Soo, on your application, it’s going to ask you which positions you want to apply for. In that section, just put ticket checker, and it will go to the person who collects the applications online, who will send it to the manager, and then we’ll call you for an interview. And all that stuff. So your first step is to fill out the application. And if you’re local you can just come up and fill one out if that’s easier for you…
SAM: Awesome. Well, I’m kind of local, so I’ll just fill one out online if that’s OK?
Staff: Sure, of course.
SAM: Great. And you said that that position does get to ski during the day, too?
Staff: Umm, you can ski on your breaks, yes. And you can ski on your days off and stuff like that.
SAM: Sounds good. Well, thanks so much. I’ll go online and fill out an application.
Staff: No problem!
Rating: 9.5
Comment: Good attitude, great info and lots of patience.
Identity Revealed: Mount Snow, Vt.
Debrief: Leave a caller knowing exactly what they need to do next. And, once again, a great attitude is the best approach, regardless of what someone is calling about.
September 2018
The Question: “I’m looking into a career change, possibly into the ski industry. I have a background in marketing, and I’m wondering what opportunities are available at your resort, and if you have any recommendations?”
MOUNTAIN 3, CO
Answering Phone: Automated machine. Stayed on the line for an agent.
First Contact: Male.
SAM: Stated question.
Staff: Yes. So, we have all open jobs posted on the internet right now. Um, OK. Let me give you the exact website. (Gives website.) And that'll give you options and, um, you can kind of choose from there. Do you have any other questions?
SAM: No, I think that's it. Thank you.
Staff: Yeah, you're welcome. Have a good day.
SAM: OK, bye.
Rating: 3
Comment: Felt rushed, like I was wasting his time. Gave website and wanted to move on.
Debrief: The website is a great resource, but it shouldn't replace a conversation. Ask some follow-up questions, make a recommendation or two, leave a better impression.
MOUNTAIN 8, AK
First Contact: Female.
SAM: Stated question.
Staff: Um, OK. Um, I could transfer you to our human resources department.
SAM: That'd be great. Thank you.
Staff: OK, hold on just a minute.
Second contact: Female.
SAM: Stated question.
Staff: Oh, nice! (seems super excited) Have you been able to get on our website and look at what jobs are available currently?
SAM: I haven't. I actually started with phone calls.
Staff: Oh, OK. Yeah, I encourage you to look online. Um, you know, and at the bottom of our homepage you'll find a jobs tab, and you can click on that and you can review all the jobs that we're currently hiring for and if you see one that interests you, you can apply right online.
SAM: Great.
Staff: But I will also transfer you to our recruiter and you can leave him a voicemail and introduce yourself. He's not at his desk right now, so you can just leave a message and let them know who you are and what you're looking for.
SAM: That's great. Thank you so much.
Staff: You're welcome. (transfers me to recruiter)
Rating: 10
Comment: A recruiter? Winning! Also, the woman in HR was so excited that I wanted to get into the industry, she kinda squealed in delight. Genuinely happy to talk to me.
Identity Revealed: Alyeska Resort
Debrief: It doesn't take much to make a caller feel welcome. A little enthusiasm, a little guidance, and one extra step beyond "apply online" makes all the difference.
March 2020
The Question: “I’m a local college student, and I can’t afford a pass right now. Are there any opportunities for me to earn free lift tickets or a season pass?”
MOUNTAIN 7, CO
Answering Phone: Automated machine. Chose guest service agent.
First Contact: Male.
SAM: Stated question.
Staff: No. Like, like, free? No, we don’t have any of that.
SAM: You guys don’t have any opportunities at all? Like, I’d be willing to work on weekends and holidays if staff get a pass.
Staff: We’re just not… we’re just not hiring right now.
SAM: OK.
Staff: So, no. Unfortunately, no.
SAM: OK. Thank you very much.
Staff: All right. Have a good day.
Rating: 0
Comment: This was pretty awful. A fully staffed resort? No. There were jobs listed on its website.
Debrief: Don’t be dismissive, even if you can’t help the person with what they’re looking for.
MOUNTAIN 8, MI
First Contact: Male.
SAM: Stated question.
Staff: Right. So (laughs), there’s two routes. I mean, I’ve only worked here for a couple months, but I do know of these two.
SAM: OK.
Staff: Number one is to work here. Get like a part-time job, you know, just maybe weekends or something. You get free skiing for the whole season as long as you’re working here still.
SAM: Oh, that’s kind of sweet.
Staff: Yeah, it’s a really nice value if you actually go skiing, unlike me (laughs).
SAM: (laughs)
Staff: The other thing, too, is, um, what’s your major?
SAM: I study marketing. It’s all online.
Staff: Oh, gotcha. Gotcha. I was going to say if it was like a medical major, we have the ski patrol. I don’t know exactly how much they require, if they require a degree or if they require some amount of experience, or if it’s just general first aid and stuff. But I think if you do six weekends or a certain number of weekends working for them, then they give you a free season pass. But that’s all volunteer work there, though. That’s the thing.
SAM: OK. Soooo, that’s the catch, it is all volunteer?
Staff: For the ski patrol, yeah. It’s interesting work, but there’s definitely other opportunities here. You know what? There might be somebody in the office. I’m gonna transfer you to payroll. See if, you know, there’s just some general office work to do or something.
SAM: Can you give me the number, and I’ll give them a call?
Staff: Sure thing. It’s 000-000-0000.
SAM: Great. Thanks! Have a good afternoon.
Staff: Yeah. You, too!
Rating: 9
Comment: I appreciate that he took the time to share some options, even if he wasn’t 100 percent on either of them. Super polite and relatable. Ultimately, he made the right move to get me to someone with direct knowledge of the job opportunities. Not quite a 10, but the best score of the lot.
Identity Revealed: Alpine Valley
Debrief: Look for ways to help, even when you don’t have all the answers. It’s the opposite of being dismissive.
