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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 calls and choose a few she thinks represent the best of the best. There are some curveballs, and some straight-up, typical guest inquiries included here, and all were handled really well by the resort staffer answering the phone.

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Published in May 2018

Our Mountain Spy asks a question on accessing Wi-Fi.

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Published in March 2018

Do you have a non-binary bathroom?

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Published in January 2018

SAM goes undercover to ask, "What is Glamping?"

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Published in September 2017

SAM goes undercover to ask, "Is there a family bathroom at the resort?"

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Published in July 2017

THE QUESTION: “I’M A DECENT SKIER, BUT I’VE NEVER SKIED POWDER BEFORE AND IT LOOKS AWESOME, BUT I HEAR IT’S DIFFERENT. WHAT DO I NEED TO KNOW?”

Published in March 2017

THE QUESTION: I’M NEW TO THE SPORT, AND IT SEEMS EVERYONE REPORTS THEIR BASE DEPTH. HOW DO YOU MEASURE IT?

We asked a version of this question via Twitter—coming from SAM, asking resorts on social media how they measure their base depth. Alas, after garnering a handful of responses we got unceremoniously called out and the effort was squashed. The goal of the question, however, was realized: one resort communicator emailed after the fact and said he didn’t want to discuss on Twitter how his resort measures the base depth, because the area doesn’t actually have a method; it’s merely a guess. He’s not alone, we think.

Published in January 2017

 

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 guest experience and loyalty to your resort.

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Published in January 2017

As social media become customer service channels, resorts must step up efforts to stay abreast of comments and requests.

Published in 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 of a ski area before and have no idea where to go, what to do, or what “rentals” and “lift tickets” are. How do resorts handle a call from such a guest?

Published in November 2016
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