SROM 160 Ski Resort Guest Services and Snow School Operations personnel perform many functions at ski resorts and ski areas. As front line employees, they must be equipped with excellent customer service skills. Quality service delivery, product sales techniques and administrative skills are all employed by staff members working in Guest Services operations. Snow School Operations is an integral part of a Ski resort's services. With the proper management techniques a snow school could be a major revenue center for the resort. The function, quality and performance of front line instructors as well as supervisors and management of the snow school can make or break a beginner ski/snowboard experience. SROM 160 is presented to provide students with some of the practical knowledge required to sell ski resort products and deliver services to ski resort guests. The size of the ski resort determines the makeup of this operating department and the complexity of systems used. The ability to adapt and design delivery and product sales systems for different size operations will be emphasized. Interfacing management requirements for statistical information and guest controls with the practical design and application of systems and procedures is a requirement for the efficient operation of this operating department. This course will also focus on Snow School Operations from a management perspective. An emphasis will be put on staffing, scheduling and programming.
Accessibility Services Notice
Students who would like an academic accommodation and who have a documented disability should contact Accessibility Services, if they have not already done so.Course Details| Total number of weeks | 15 |
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| Total Credits | |
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| Total Hours | 30 |
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Typical hours per week breakdown| Lecture | 2 |
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Learning Outcomes
Upon successful completion of this course, the learner will be able to:
- Explain the interrelationship between the guest experience and the customer service program at a ski resort
- Research and identify the elements of modern programming and analyze market trends
- Develop snow school program and staffing schedule
- Explain the role of the guest services department
- Outline the wide range of ski resort products sold by guest services and ticket office staff
- Outline internal control procedures and explain their importance
- Outline external control procedures and explain their importance
- Outline customer expectations
- Analyze customer service programs
- Design customer service policy
- Explain the role of snow schools in today’s industry
Teaching and Learning Approach
This is a student-centered approach which will blend together theory and practice. Experiential opportunities will
be held within the classroom, online, community, and in an industry setting where possible.Learning Resources
Required:
Weekly course readings are provided on the Moodle site as PDFs, and/or as links to online web resources.Detailed Course Content, Topics, and Sequence Covered
1. Introduction to Course What makes an Effective and Safe Lesson?
2. Field Trip to Whitewater Snow School
3. Snow School Programming Snow School Administration
4. Snow School Scheduling
5. What’s in a Snow school Brochure Guest Speaker
6. Intro. to Guest Services - Roles and Responsibilities Ski Area Guest Experience
7. Customer Service
8. Internal Controls - Risks and Policies External Controls - Risks and Policies
9. Customer and Sales skills.
10. FINAL EXAMAssessment
| Title | Learning Outcomes | Value |
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| Assignments (2) | 3,4,8,10 | 30% |
| Homework | 2,4,11 | 15% |
| Class Participation | 1-11 | 10% |
| Main Assignment | 3,11 | 25% |
| Final Exam | 1,6,7,8,9,11 | 20% |
| Total | 100% |
Grading Table
Standard Academic and Career Programs Grading Table
| Percentage | Letter Grade | GPA |
| 90-100 | A+ | 4.33 |
| 85-89 | A | 4.00 |
| 80-84 | A- | 3.67 |
| 76-79 | B+ | 3.33 |
| 72-75 | B | 3.00 |
| 68-71 | B- | 2.67 |
| 64-67 | C+ | 2.33 |
| 60-63 | C | 2.00 |
| 55-59 | C- | 1.67 |
| 50-54 | P | 1.00 |
| 0-49 | F | 0.00 |
| | DNW | 0.00 |
See the Academic Calendar for General Information including how to withdraw from course(s) and other regulations.
Disclaimer
Information contained in this course outline is correct at the time of publication. Content of the course is revised on an ongoing basis to ensure relevance to changing educational, employment and market needs. The instructor will endeavor to provide notice of changes to students as soon as possible. The instructor reserves the right to add or delete material from courses.