December 20 Overview

·         De-escalation Tactics

1.       Take a breath and stay calm

2.       Listen to the guest

-          More than likely the guest is simply frustrated and wants someone to listen to them

3.       Empathize with the guest

-          “Yeah, I can understand how that could be frustrating.”

4.       Apologize (when necessary)

-          “I really apologize for the confusion there. I can totally understand how you would have thought that.”

5.       Try to find a solution

-          Work through the problem with the guest.

-          Reach out to teammates around you and your team leaders to find a resolution

·         Bus Loops

1.       Spruce – Mansfield (Every day)

-          This loop only goes from Spruce back to Mansfield.

2.       Free Parking (Friday – Sunday)

-          Shuttles take guests from Mansfield, down to free parking (Toll House and Cross-Country Center), to Spruce, and back to Mansfield.

3.       GMT (Every day)

-          GMT shuttles take guests from the resort to downtown.

·         Goals for this year

Drive Value

Serve Others

Have Fun

Be Safe

·         GX Score

Our GX score is our way to quantify how we are doing in hitting the above goals. Guests are given a survey to fill out a day after their visit, and one of those questions directly addresses our parking team. They are asked to rate their experience – with us – from 1-10.

Our goal this year is a score of 7.1. We will continue to update our score each week, along with specific comments left for the team, and specific members of the team.

·         Website

Continue to check the website daily. We will have new pictures, guest comments, team meeting overviews, and teammate videos!

·         Schedules

Please continue to look at Legion daily! This time of year, we have lots of moving parts (and people), which means that scheduling is a bit more dynamic.

Also, please make sure that you are on time and ready at the start of your shift.

·         Snow Phone / Uphill line / Ski Patrol

If you are curious about the mountain conditions, or if you want to hear about the current uphill routes, you can contact the below numbers.

Snow Phone: (802) 253-3600

Uphill: (802) 253-3690

Ski Patrol: (802) 253-3620

·         Park Stowe

Park Stowe is on property during paid parking days (Friday – Sunday). Guests are expected to pay if they choose to park in Mansfield, Gondola, or Midway. You can receive free parking if:

-          You park in the free lots (Toll House or Cross Country)

-          You have 4 or more people in the car (which Park Stowe must authorize by looking in the vehicle)

-          You come to the resort after 2 pm

You may receive a few questions from the guest regarding paid parking:

How do I pay?

a) Use the HonkMobile parking app

b) Go to the kiosk and pay. Make sure to remember your license plate number!

We have 4 people in our car. What now?

- I will connect you with a Park Stowe Ambassador to get a carpool parking code. Parking is free if you have 4 people in your car, but you will still need to register your license plate.

Someone issued me a parking violation. How do I resolve this?   

- There is a QR code on the back of the ticket which will take you to the payment portal.

- You can also go to the Park Stowe website and pay there.

I want to talk to someone about this parking ticket right now!

- Please scan the QR code on the back of your ticket, and there will be an option to email and communicate with the Park Stowe manager

Why did Stowe change the prices for parking?

- We moved to paid parking 3 years ago to decrease traffic and incentivize carpooling — helping to reduce our carbon footprint

- We apologize for any inconvenience. We still offer free parking daily at Toll House and the Cross Country Center.

How much is the parking violation if I don’t pay for parking?”

- Initial violations are $100, with a $25 discount if you pay within 10 days.

Is parking still $30 if I am only here for an hour?”

- Yes

You can also find this update on our Parking Website  www.Arrivestowe.com       Password Baseops7*

Happy Holidays!  I want to start off by saying what a great job all of you are doing lately to create the experience of a lifetime for our guests.   Many of you are new and are learning on the fly.  We appreciate the attention you are giving the operation, especially as we approach some of our busiest days of the season.

Our weekly meetings will tie back to our values and can be available to you each week in 3 formats:  Here via email, Online at Arrivestowe.com and in person on either Friday or Saturday.

Be Safe:

We have changing weather coming up.  Extreme cold this week will change to rain and warmer temperatures over the weekend.  Expect snow to turn to ice.  Cold returns to Vermont at the end of next week.   Surfaces will be icy!  Wear your traction and throw down some sand where you see ice!!

Serve Others

Recognition! 

• Fran was recognized for helping a guest pick up their skis this week

• Matheus was recognized for helping a guest pay for parking by letting them use his personal cell phone for the App.

Our Guest Service Score

• What is this?  We send a survey to our guests after they ski here.  They can rate our service areas on a 1-10 scale. 

• Our current overall score is a 6.9 and our goal is 7.1 for the season.  Last week was a 7.8!  Lets keep smiling and doing it right and we will hit our goal.

Do Right

Recognition: 

• Bravi recovered a snowboard that fell from the Gondola and brought it to lost and found for the guest to find it.

• Tristan was recognized for always paying attention to the lots

Have Fun:

We are organizing 3 trips to the Social Security office for those of you who need to get the number.

These trips will also include a short shopping trip in Burlington on the way back.  Please watch your email for the opportunity to sign up for one of these trips planned for Jan. 8, 15 and 16

Drive Value:

Please stop in and check out some of the ancillary businesses we have here.  I challenge you to find and speak with a representative at the following locations

My Epic Gear—Mansfield base

Mansfield Café

Spruce Camp Food and Beverage

Spruce Camp Guest Service desk

Octagon Restaurant

Cliff House

Its been a busy week and I want to thank you all for your efforts out there.  Especially on Thursday and Friday!

Thursday we had wind outages and Friday we had a very large crowd here.  We do a great job of supporting these challenging conditions for the guests and you all play a role in that effort.  My thanks.

Here is what I’d like to share this week

Be Safe

• Long stretch of Cold Weather coming.  Below freezing temps all week this week.  Plan for cold!

• Get some rest.  Resort volume will slow down this week after the holidays so get caught up on rest. 

Drive Value,

• When the lots are Full like they were on Friday, the best way for our team to drive value is to keep searching for spaces that open up for guests.  We should also keep a focus on not allowing guests to park in areas that will block traffic.

• You can drive value for yourself and the resort by accepting shifts in other departments.  Please let me or one of our team leaders know if you are interested in learning more!

Be Inclusive

• We will be introducing a new team member this week.  Tim Petzoldt.  Tim comes from Germany and will need our help to learn the operation and become familiar with the resort.  Please share what you know!

Serve Others.

• Fran is being recognized this week for serving others.  Walker will share more specifics about this recognition when we meet in person and on Arrivestowe.com

Have Fun:

• We would like to organize a team event to recognize your effort over the holiday.  Stay tuned for specifics on when and where that will happen. 

Reminders:

• Please remember to clock in and out! 

• Lunch breaks should be at least 30 mins.  If you clock in before 30 mins the system creates an error that must be fixed. 

• Time clock mistakes create a lot of additional work to correct. 

• Uniforms standards:  Only company heats may be worn.  Underlayers should match the colors in the uniform we wear.

• Please no coffee cups in the field.  Breaks are when you can have a coffee or hot chocolate.  We want to appear “ready” for guests

Thanks again for a great week!

Jason Boes

Manager Base Area Operations

(You can also find this update on our Parking Website  www.Arrivestowe.com       Password Baseops7*)

Team,

What a week!

Super windy and really cold.  Thank you all for braving the elements to be there for the guests.  Thank you as well for your patience as we have had to scale back some shifts this week due to low visitation.  The weekend ahead will be busy!  As the weather calms down, the guests will be looking to come ski the snow that has been blowing around.  Lets be ready to host a busy weekend!

Here is what we have for updates this week:

Have Fun!

• Employee Fun Nights at the adventure center Jan 9, 23  Feb 9, March 9th.  Sign up required (see poster at bottom of this message)

• Bus trips to University of Vermont Hockey and Basketball.  Details coming soon!

• Our team potluck event on Monday Jan 13th at the Toll house Conference Center!

Serve others:

• Gus and Gabe are heading back to school for the winter.  Please join me in saying a big “Thank you!” for their support this holiday season.  Could not have done it without you guys.  Good luck with your studies back at university!

• Agustina Recognized Bravi for giving a guest her supply of hand warmers when they could not find them available for sale in the base lodge.  Way to go the extra yard Bravi!

• Dani --Serve Others value. I have nominated Walker for the On-The-Spot award for demonstrating the serve others value. I pulled my vehicle up to MOC that was loaded with packages from the warehouse. Walker and another team member were moving parking delineators in the parking lot. The two employees came over and helped carry all the heavy packages into MOC. Thank you for your help today, Walker! Keep up the great work!

• Dani--Serve Others value. I have nominated Ian for the On-The-Spot award for demonstrating the serve others value. I pulled my vehicle up to MOC that was loaded with packages from the warehouse. Ian and another team member were moving parking delineators in the parking lot. The two employees came over and helped carry all the heavy packages into MOC. Thank you for your help today, Ian! Keep up the great work!

Be Safe:

Hydration is important to remember as we move through long cold stretches.  When its cold you may not be thinking about drinking water.  Don’t dry out!

Do Right:

Please clock in within 5 mins of your scheduled time.  Example.  If you are a 6:30 start time, you may clock in between 6:25-6:30.

Drive Value:

Ian McMullen has accepted the position of Lead Base Area Operator.  Ian brings leadership experience to our team and we look forward to his contribution to our success through the rest of the season!

If you are looking for extra shifts in other departments please let us know so we can help get that organized for you. 

Our Continuous listening survey results are in.  This was the survey some of you took earlier this season that allowed you to give feedback about your experience here.  We will dedicate a portion of the Arrivestowe site to this data but here is a quick overview:

We had a 73% response rate.  19 of 26 people responded for our department

Strengths:

• I have good opportunities for Growth at Vail Resorts

• My Manager keeps our team focused on clear priorities

• My Manager lets me know that my contributions are meaningful

• I feel safe at my workplace

• Vail Resorts delivers a great guest experience

Opportunities:

• Work life balance

• Change adaptation—I feel supported in my efforts to adapt to organizational changes

• Resources-I have the resources I need to do my job well

• Action-I believe meaningful action will be taken from this survey

Our leadership team will be meeting next week to form action plans around some of this feedback

You’ll have another opportunity to take this survey in February

Lets keep getting better as we move into Mid January and our second holiday period Martin Luther King Weekend January 17-20

here’s a little clip that aligns with our Elevate Value  Martin Luther King Speech

Let’s have a great week

Team,

Great start to a busy holiday weekend today.  I witnessed a lot of positive guest interaction and tight parking patterns.  Keep it up!  Sunday will be busier than Saturday!.

Here is what we have for updates this week:

Have Fun!

• Thank you to those who were able to make the team Potluck last week.  Fun times and good food.  We will plan something in February as well.

• Employee Fun Nights at the adventure center Jan 23  Feb 9, March 9th.  Sign up required (see poster at bottom of this message)

• Bus trips to University of Vermont Basketball.  Details coming soon!

Serve others:—Nominate on the spot

Be Safe:

The weather is turning VERY cold this week.  Temps in the -5F range.  Watch for signs of frostnip and keep your exposed skin covered.  More hand and footwarmers are on the way and available. 

The resort as a whole has had a lot of employee incidents this winter.  Please make sure to slow down and keep focused on your safety especially when things get busy! 

Do Right:

Please clock in within 5 mins of your scheduled time.  Example.  If you are a 6:30 start time, you may clock in between 6:25-6:30.

Uniforms—Please make sure your underlayers match the uniform.  If you have a hood it should be black.  Hats should be uniform issue beanie or ballcap only.  Thanks!

Drive Value:

If you are looking for extra shifts in other departments please let us know so we can help get that organized for you. 

RECOGNITION: On The Spot (OTS)

Here are some recent On the Spot nominations. Celebrate your team members when you see someone demonstrating our Core Values!

Let’s have a great week!

Jason Boes

Team,

You can also find this update on our Parking Website  www.Arrivestowe.com       Password Baseops7*

Ski conditions are great right now.  Thanks for your efforts to manage parking capacity and handling snow removal and grounds for our guests who are excited to be here.

Here is what I’d like to share this week

Be Safe

• Continued Cold weather into the end of the month. 

• Hand/Foot warmer safety.  Read the warning labels.  Improper use can lead to burns!

Be Inclusive

• Winter Rendezvous this week.  Please make all guests feel welcome.  Many weekend guests who are not familiar with Stowe.  Lets help them out!

Serve Others.

• Manu---Went to help out the Lift Mechanics with shoveling snow at Spruce

• Kyle Salls and Brandon O---snow removal at the Cliff House

Have Fun:

• UVM Basketball

• Adventure Center Nights

• Take and Bake meals this weekend

• Free Coffee Benefit!

Drive Value,

• When the lots are Full like they were on Sunday the 19th, the best way for our team to drive value is to keep searching for spaces that open up for guests.  We should also keep a focus on not allowing guests to park in areas that will block traffic.

• Think about feedback!  The next continuous listening survey will be available Feb 10-18

• Mid Season Check Ins coming up!  Jan 27-Mar 14

• Why provide feedback?  Because it allows leadership to plan for improvements

• Examples—

  • Warmth of Stowe events for employees.  

  • Improved communication about EpicPromise . 

  • Town hall discussion opportunities with Senior Leadership Team. 

  • Welcome to Winter Team discussions as we start the season.

Continuous Listening Survey Results

Strengths:

• Growth I have good opportunities to learn and grow at Vail Resorts.

• Priorities - Manager My manager keeps our team focused on clear priorities.

• Recognition - Manager My manager lets me know that my contributions are meaningful.

• Feedback - Manager My manager provides me with feedback that helps me improve my performance.

Opportunities

• Purpose Working for Vail Resorts gives me a sense that I am part of something with a larger purpose. Future I am excited about Vail Resorts' future.

• Speak My Mind I feel free to speak my mind without fear of negative consequences.

• Work Life Balance I am able to successfully balance my work and personal life.

• Belonging - Overall I feel a sense of belonging at Vail Resorts.

Our Guest survey feedback was positive last week. 

Lets have another great week this week! 

It

Team,

You can also find this update on our Parking Website  www.Arrivestowe.com       Password Baseops7*

Ski conditions are great right now.  Thanks for your efforts to support our guests who are excited to be here.

Here is what we would like to share this week

Be Safe

·         Continued Cold weather into the end of the month. 

·         Frost Nip—Frost bite in the wind

·         Many incidents happening at start of day and end of day

·         Ski and Ride Safety

Be Inclusive

·         We will have new team members helping out. 

o   Dan our new lead base area operator starts this week

o   Brendan Kerivan from Snowmaking

o   Caleb Fordham in Shuttles and parking

o   Possible a few more FB team members over the holidays

·         Where have you been able to help out?  Submit your on the spot recognitions HERE!

Serve Others.

We will be very busy in our lots this weekend and into the holiday week.  Keep your game face on and get rest outside of work

·         Submit your on the spot recognitions HERE!

Have Fun:

·         UVM Basketball

·         Adventure Center Nights

·         Free Coffee Benefit!

·         Go Ski or Ride.  Conditions are great right now!

Drive Value,

·         Think about feedback!  The next continuous listening survey will be available Feb 10-18

·         Mid Season Check Ins going on now!  Jan 27-Mar 14

·         Many of you only have a few weeks left with us!!  Finish Strong!

em description

Team,

Whew!  Quite a winter blast we had this past weekend!  The resort hasn’t had this much snow is a few years.  Our guests are stoked!

Here is what we would like to share this week

Drive Value,

• Think about feedback!  Complete the survey LINK to Seasonal employee survey

• Mid Season Check Ins going on now!  Jan 27-Mar 14

• Many of you only have a few weeks left with us!!  Finish Strong!

Be Safe

• With warming temps, the snow will melt and freeze making for icy surfaces.  Remember to use traction stations!

• Get some rest.  With good ski conditions come lots of action in our lots.  Rest up and keep focused

Be Inclusive

• As we move into the spring we may have team members from other departments joining us to fill in for those who will be leaving.  Lets welcome them and help them help our guests.

Serve Others.

We will be very busy in our lots this weekend and into the holiday week.  Keep your game face on and get rest outside of work

• Submit your on the spot recognitions HERE!

• Fran recognized Ian and Alejo for helping him with a tough guest situation near the Mansfield drop off area.  Thanks guys for watching out for your teammates.  !

Do Good

Want to contribute to Epic Promise?  Contribute to Epic Promise

What is Epic Promise?  Watch this clip 2023 Vail Resorts EpicPromise - DO GOOD on Vimeo

Have Fun:

• Employee First Tracks Feb 24 8-9am Gondola—Register!

• Adventure center nights March 2

• Shopping trips Every Tuesday Through March 11

• Free Coffee Benefit!

• Go Ski or Ride.  Conditions are great right now!

• Remember your perks!!  Stowe Mountain Resort Employee Perks

• The Stowe Derby is this Sunday at Stowe Mountain.  What is it?  Stowe Derby

Thanks for everything you all are doing to make sure our guests have the space to be here during this incredible winter. 

Jason Boes

Senior Manager, Resort Operations

Item description

I

Team,

You can also find this update on our Parking Website  www.Arrivestowe.comPassword Baseops7*

Gratitude for Presidents week---Our team rose to the challenge and smashed it out of the park.  Long holiday week with intense weather.  Thank you all. 

Here is what we would like to share this week

Be Safe

• Freeze Thaw cycle in effect—Watch your footing on icy surfaces

• Walker Recognized Mateo—Throwing sand mix on ice to keep guests/staff safe

Serve Others.

• Fran recognized Ian and Alejo for helping him through a tough guest experience at the Mansfield bus stop. 

• End of season process.  End of season reviews, uniform/gear return

Do Right:

• Tim P was recognized by Walker ---Tim found a snowboard and called the guest to get it back to them

Have Fun:

• End of season party March 10

• Adventure center nights March 2

• Shopping trips Every Tuesday Through March 11

• Go Ski or Ride.  Conditions are great right now!

Drive Value,

• Continuous Listening survey results will be posted on Arrivestowe.com site

• 58% of our seasonal team took the survey.  Engagement Score of 86 (“I would recommend VR as a great place to work”, “How Happy are you working here”)

• Strengths: I would recommend my manager to others, I would want to work with my current team again, I clearly understand what is expected of me in my role

• Opportunities: I feel a sense of belonging at Vail Resorts, I am having the experience of a lifetime, I have good career opportunities at Vail Resorts

Still plenty of winter season left to go!  Stay hungry for more action.  It’s coming…..

item description

Team,

Here is what we would like to share this week

Be Safe

·         Freeze Thaw cycle in effect—Watch your footing on icy surfaces

·         Random springtime weather—Cold Hot.  Watch the weather and dress accordingly

·         Save your Summer Challenge

·         Walker Recognized --Manu--Be Safe value. Manu was at the bus stop during a particularly chaotic day, but ensured all of our guests were safe and out of harms way as shuttles were coming through. Even while guests were anxious and impatient, Manu was kind and helpful, and kept everyone out of harms way.
Thank you, Manu, for continuing to prioritize safety in everything you do!

·          

Serve Others.

·         Tim Messer was recognized by Brendan on the custodial team.  Tim is a dedicated hardworker. He gets up early for his shift on a regular basis putting himself out there for the good of the resort. He goes out plus extra days well prepared to make sure parking is never short handed.

·         End of season process.  End of season reviews, uniform/gear return

Do Right:

·         Walker Recognized Dan—Do Right--Today, while the wind was particularly violent, Dan went around and picked up guest’s skis that had fallen over. He did not know anyone was watching and yet went out of his way to do the right thing for guests and the resort.

Be Inclusive:

·         We may have team members from other departments joining us in the coming weeks to help get through the spring season.  Welcome them and help them be successful!

·         Tristan recognized Mateo  “Mateo actively teaches me to speak in Spanish and translate their convocation in Spanish to me in English which makes me feel included.”

·         Matheus Recognized Mateo “He assisted an ADA person with his wheelchair in Mansfield from the lodge to his car”

Do Good: 

·         Stop by the Waste Sorting station at Snowmaking to see what we are doing for Epic Promise

Have Fun:

·         End of season party March 10—Spruce Camp

·         Base Ops End Of season Party at Midway 4-6 on Tuesday March 11 (Ski/Ride from 3-4)

·         One More Shopping trips Tuesday March 11

·         Go Visit a Maple Sugaring operation this spring!

·         Walker Recognized Tristan—Have Fun--. Quite apart from being someone who is super intelligent, dependable, and a massive asset, Tristan has fun and makes the whole team better for it. Regardless if it’s -10 degrees or sleeting, Tristan is always wearing his patented smile which is contagious to anyone around him. Coming into work everyday is better with Tristan on the team. Keep up the great work, and keep on being you, Tristan. Thank you!

Drive Value,

·         Summer Positions are posted online company wide

·         Congratulations Walker on promotion to Base Area Supervisor. 

·         Team Lead Base Operations Full Time Year Round will be posted soon

·         Fran—Drive Value-. Fran has come to me with multiple great ideas to improve the operation. One of those was focused on creating a pedestrian lane through Mansfield parking lot to help push traffic through and keep guests safe.
Fran is innovative and thoughtful, and drives value in every aspect of the job. Thank you, Fran, for thinking outside of the box and for sharing those thoughts with our team!

Item description