AVSC 1030 Lesson 12 - Lesson 12 Introduction This lecture...

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Lesson 12 Introduction This lecture contains the contents of an interview with Terry Bouman, the Guest Services Manager at Deer Valley Ski Resort. Terry has worked with Deer Valley for more than 22 years and is responsible for the oversight of 80 employees at four locations at the resort. These employees assist customers at the main loading zone where they help guests with their ski equipment, answer questions about the resort and services provided, direct them to parking, explain the shuttle system, and provide complimentary ski storage. Terry also oversees the Information Desk where his employees assist guests with anything from obtaining ‘locals only’ lunch cards to renting Slope Tracker (GPS), lost and found, and general information about Park City and the surrounding areas. Deer Valley is a premier ski resort that opened in 1981. It has consistently been ranked as one of the top ski resorts in the United States in Customer Service. Deer Valley is conveniently located only 39 miles from Salt Lake City International Airport. It is one of the few ski resorts in the country where you can ski the same day you fly in. Deer Valley offers guests a wide range of activities including skiing, snowmobiling, shopping, cross-country skiing, snow shoeing, heli-skiing, hot air balloon rides, and a wide variety of summer activities. Cultivating the Culture Mr. Bouman, how do you cultivate an environment where employees want to go out of their way and perform tasks beyond their immediate job scope? In the Guest Services department we try to accommodate employee needs and requests. Benefits received from the resort as well as flexibility in scheduling. Having an open door policy, taking the time to talk with the employees on a personal level, having them feel that there is a sense of family. When an employee is content they are much more willing to go the extra mile. Explain the general philosophy for customer service at Deer Valley. Constant, Consistent Quality from a Winning Team What is the primary benefit to employees working in a system where a positive customer service environment has been cultivated? The environment in a much nicer place to work and play. When employees are happy they are inclined to pass this along to the guests improving their experience and in turn, improving the resorts bottom line. When I have skied at Deer Valley I was amazed at the number of employees waiting to help. How do you recruit such a willing workforce? This is becoming more and more difficult as the un-employment rate in Utah has been at all time lows, however our Human Resources Department continues to explore new options. In the Guest Services Department we have been actively recruiting the retired professionals who choose Park City as the ideal area for all season activities. They are working not because they have to, but to keep active and enjoy the benefits offered at a top rated ski resort. What are three characteristics you look for in potential employees?
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AVSC 1030 Lesson 12 - Lesson 12 Introduction This lecture...

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