Goals
Our team defines "success" based on our GX score, which is the rating (1-10) guests give regarding their experience with our team. The guest’s experience could result from how we direct their car, how we interact with their family, our knowledge of the resort, etc.
To accomplish our GX goal, all we need to do is focus on the four objectives listed below. If we can do these things well, our guests will have an amazing experience — and so will we!
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Description: Our team will be assisting tens of thousands of cars this year. Losing focus results in cars triple parking themselves, losing precious spaces, blocking emergency lanes, etc — all leading to a poor guest experience. In the past, texting/scrolling and music have been the leading contributors to triple parking. We expect the team to avoid these activities while working.
Measuring Success: Our goal is to ensure there are 0 triple-parked cars each week.
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Description: Our team is the first and last touch point of the guest experience. We, in many ways, are the most important point in the customer journey.
We pride ourselves on providing guests with more than they expect—what we call the "Stowe Special." We do our job and then go one step further to ensure people have the best experience possible.
Measuring Success: We will reference our GX score, as well as the daily guest feedback about our team to grade our performance.
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Description: One of our main goals is for you all to have an experience of a lifetime — to learn, grow, and have fun making new friends in a new environment.
Furthermore, when you are happy, the guest is happy. Let's be the team that brings the vibe everyday.
Measuring Success: We will contact you bi-weekly to see how you are doing and, importantly, what we can do to improve.
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Description: The team's safety is our number one priority. We will have daily safety messages and reminders to make sure everyone is aware and safe everyday.
Measuring Success: Our aim is to have 0 incidents. We will also look at "near misses" as a team to better understand what we can do to improve.
Below, you will see our GX score as well as last year’s scores. Our goal for this year is 7.1
We will review these scores weekly and reference our four objectives to identify what we are doing well, and where we need to improve.
Stowe GX
4 Objectives
Be Safe
Our Base Operations team confronts risks everyday. We are outside in colder temperatures, we are around cars, and also deal with hazardous surfaces.
Expectations: Prioritize safety and speak up if something feels unsafe. Please refrain from using your phone for non-work-related activities (texting, calling, music) as this distracts from hazards around us.
Goal: 0 incidents during the season
Incidents & Near Misses
Drive Value
In order to stay safe, do our jobs well, and provide a special customer experience, we must remain focused throughout the day.
Expectations: Be professional. Please refrain from using your phone for non-work-related activities (texting, calling, music) and focus on the task at hand.
Goal: Ensure that customers are able to get in the parking lots and out seamlessly.
Days With Perfect Pattern
1
Dec 8
Parking lot crew was very helpful
Dec 18
Parking very well coordinated — great job to all.
Jan 10
Parking staff was helpful and the lot was clean and easy
Jan 10
I was not happy about the way I was treated when talking to the parking staff
Serve Others
Families come to our mountain from all over the world for one reason: Stowe is special. You will play a real role in creating that special experience for our guests. That means we go the extra mile, or what we like to call the “Stowe Special.” This extra effort might look like a smile, a helping hand when parents are stressed, a kind wave, or anything else that shows the guest you care.
Expectations: Be kind. Be helpful. Be attentive. Be the best you can be.
Goal: We will monitor guest feedback on a daily basis with the goal of receiving positive reviews for individuals and the team.
We believe that to offer an Epic experience, you need to have one as well.
Expectations: Get out there and take advantage of the next 3-4 months! Additionally, we want to hear what has been fun and what we can do better to ensure you are having a great experience.
Goal: Get every single team member on skis or a snowboard!