Happy New Year!
A note from Skier Services Director, Steve Clark
As we enter 2022, I want to take this opportunity to thank you all for your efforts around guest service and your commitment to personal and guest safety over the holidays. When we started this season, I think we all were anticipating a return to some semblance of normalcy, but what we have found thus far is that this season is challenging us in new ways and is far from normal. I can’t thank you enough for your flexibility as we make changes to address the new challenges that Covid–19 has presented us. It is always tough to make large-scale change mid-stream, but I have been impressed with how quickly this team has taken to our policy updates with face coverings and the indoor public spaces we use. Let’s remain vigilant with Covid-safety during lunch and any other environment where there are large groups of unrelated parties. These are critical situations to mask up to minimize risk. My recommendation is to err on the side of caution and don’t be afraid to wear that face-covering proudly.
In addition to the challenges of operating during a pandemic, mother nature has just not cooperated thus far. At times our trail conditions and lack of snow coverage made for a less than ideal teaching experience. Our guests certainly let us know in our guest experience (GX) surveys that they often felt unsafe on the mountain due to the lack of terrain, snow conditions, and volume of people.
Despite all of these challenges, almost every instructor I spoke with and observed was keeping a positive attitude and providing a great experience to our guests.
Observing the operation at Okemo for the first time during a holiday period with 40% of our terrain open, and every department facing staffing challenges was eye-opening. There were many learnings for me and it will be our goal to have our operations run smoother for our upcoming holiday periods.
Our business was particularly strong over the holidays from 12/20-1/1. Every available instructor was teaching and we turned away numerous lesson requests. Group lesson participation in both kids and adults grew year over year with a large contingency of first-time skiers/riders. We expect more of the same for MLK weekend and Presidents' Week in February.
With that, I want to wish you all health and happiness in 2022. Here’s to a better year filled with good health, less Covid, and better snow conditions!
- Steve, Director of Skier Services
