Can we get music in outer limits? It’s so quiet in there without it. Plus, music tends to make a positive shopping experience.
Would be nice to be able to help the guest out with their pass on the spot instead of wasting time calling into access control. For example, the guest has two passes, their inactive pass is a new one and their active pass is their old crinkled up one. Calling it into access control takes multiple minutes when I can just go into guest manager and activate their new pass on the spot, saving time and the guest is happy seeing it done so quickly.
The questions / comments and response is greatly appreciated. I have gained a wider understanding of the joys and struggles of our mountain operation as a result. And more important the individuals I share this experience with.
The new access protocol undoubtedly works and is also much more efficient than having the guests report back to the bubble for mistakes an employee likely made which is the case 95 percent of the time. Anyone who says otherwise or disagrees is not doing their job properly and needs to be further trained. I wholeheartedly support the new access team and have witnessed daily examples of how it can take a very frustrated customer from being upset to thankful for saving them a headache/trip back to the lodge in a matter of moments. If anyone disagrees or has anything productive to add I am extremely open minded and always more than happy to discuss this or any other topics that need to be addressed.
Thanks for looking for the positive! See Cody's response to some concerns elsewhere in the survey, we are committed to learning in order to improve as we go using this new system, which has the intention to improve the team's ability to serve our guests. Change can be tough and often if we take a mindset of "How can I help this succeed?" it makes the situation improve faster, and also makes us happier in the process. Hopefully you are looking for opportunities to help your team mates adapt to this change. - Matt Troskey, VP People & Learning
A couple days ago 2 guests accidentally got on the Sandy employee bus. They didn't realize they were not on the shuttle to Sunrise until we were past White River. They ended up getting dropped off in Government Camp with no confirmed ride back to Meadows.
That night the bus was parked right in front of the lodge instead of by the employee doors like previous years. There was no sign by the door that clearly labeled what the bus was and where it was going. I know its early season but the driver didn't confirm that the people getting on the bus were employees, either by asking as people entered or announcing that the Sandy employee bus was leaving.
These guests had no way to know that they weren't getting on the Sunrise shuttle, which is normally waiting in that same spot. This seems like an easy issue to fix, can we bring these things back so that this doesn't happen again? These guests were not happy to say the least. As well as the employees, who
Ple
Thank you for mentioning your observations from this situation and providing some feedback on how we can avoid it moving forward. The driver that night is new to the company, and while it doesn’t excuse us from being dialed in, it does at least explain it a bit. We have followed up with the driver and they will be parking in the correct employee loading area moving forward, as well as confirming with each rider that they are going to town rather than one of our parking lots. I appreciate you taking the time to share your feedback about how we can continue to improve our operations.
- Taylor Canoles, Transportation Manager
I was on the Blue chair the day of the lift evacuation, I was told I wouldn't receive a buddy pass beacuse I am employee. I was riding on an unscheduled wellness day, it would be great if I was also offered a buddy pass for being stuck on the chair for 2 hours. It is unclear why an employee wouldn't be compt a buddy pass.
I have spoken to a few employees that were on Blue on their day off. It was a frustrating situation for all involved. Please come see me and we can figure something out for you. -Tyler Barnes, Learning Center Operations Manager
The transparency of this check in survey is great. Thank you.
I agree. There are so many great ideas that come from the team. Please keep sharing! -Tyler Barnes, Learning Center Operations Manager